By Andy Jarosz on Tuesday, July 12th, 2011

My brother will walk into a restaurant and before ordering a meal he will first visit the toilets. If they are not in a satisfactory state he will announce to his family that they are not staying and will find another place to eat. He is firmly of the belief that the cleanliness of a restaurant’s toilets is a strong clue as to the hygiene within their kitchen.

Why are public toilets still so dirty and messy?

Dirty toilets, dirty kitchen

While I am not as strict an adherent to this philosophy as my brother I do think it matters how well a place looks after its bathroom/restroom/toilet facilities. It is hard to deny that a visit to the loo does provide the customer with a direct insight into how well a business takes care of those details beyond the first impressions.

Rancid train toilet cubicle

Why then do so many businesses completely neglect this part of their customers’ experience? I’ve been to high-end restaurants that allow their toilets to become distinctly unpleasant, I’ve cringed in horror at the state of the facilities in office buildings housing highly prestigious companies, while the state of the loos in the average European airport or train station must surely belong in one of Dante’s nine circles of hell. Even hell however is no match for the rancid cubicle that is otherwise known as the train toilet.

Dirty job, but someone’s got to do it

Toilet cleaning is generally not considered a pleasant job and where it is part of a waiter’s or cabin crew member’s additional duties it is understandable why they might prefer to hand out perfume or scratch cards instead. But ask customers about their experience of a particular service and the state of the toilets are frequently mentioned, for good or ill.

It doesn’t even seem to matter whether there is a cleaner on-site. The disgusting offices I have visited have a full-time cleaning function, as do most airports and railways. It seems to be more about what the management of a business view as acceptable for their establishment.

Posh cakes and posh toilets

I know for example that when I took my aforementioned brother and his family to Betty’s Tea Rooms in Harrogate, the shock of seeing the price of tea and cake was soon calmed by sending him to inspect the very posh and immaculately maintained toilets. They care, presumably because they know how much it matters to their brand to be seen as spotless in every respect.

But you don’t have to be posh to offer a clean toilet. Businesses are looking more closely than ever for ways in which to improve their customers’ experience so that they enjoy repeat business, all the while using methods that don’t detract from profitability.

Customers want clean toilets

I would have thought that one way in which to wow their customers would be to provide immaculate facilities for their use – so good that each customer wants to tell their friends about them. It doesn’t cost much, it requires someone to take responsibility for maintaining the toilets in a good state, but it can reap instant rewards in terms of increased customer satisfaction.

Simple, surely? Where is the dirtiest toilet you’ve visited on your travels?


Related posts

Please enter your email address to receive my free newsletter

 



16 responses to “Why are public toilets still so dirty and messy?”

Marie-Eve | 13 July, 2011 at 1:58 pm

The dirtiest toilets I have been are public beaches toilets. I will spare you the detail but it really seemed like something had exploded in there, several days before. I couldn’t believe the administration could leave it like this. I think it might just be the case with every other beach toilets…

And yes, the restrooms at Betty’s are impeccable. Luckily!

Report this comment

Katie | 14 July, 2011 at 6:03 am

Thanks for sharing your experiences here on your blog.

Report this comment

Karen Bryan | 14 July, 2011 at 11:40 am

I totally agree with you Andy and UK train toilets are my worst recent awful bathroom experience.

A trendy bar in Edinburgh had such disgusting toilets that I wrote a post about it.

Report this comment

Lawrence Hill | 14 July, 2011 at 6:00 pm

My ex-father-in-law was exactly the same as your brother, and whilst I understood the reasoning it would not half get frustrating on holidays when a simple 1 hour lunch would turn into a 3 hour driving marathon in an effort to fnd somewhere that met his criteria.

In slight defense of the establishments, what we also have to remember that it is in a lot of cases ‘us the public’ that makes these public convienances a horror to visit. A simple flush of the chain or placing of the paper towel in the bin can make such a big difference to the next person that follows you. It doen’t seem to matter whether a person is posh or living-on-the street, cause people from all walks of life seem to fail to follow these common decency steps.

If you don’t do it at home – then why do it in public.

Report this comment

Andy Jarosz | 15 July, 2011 at 8:01 am

Thanks for sharing your experiences. Agree with you Marie-Eve that beach toilets are pretty grim – I don’t know when I last used one but I certainly know about them when I walk past one!

Karen, glad you named and shamed the trendy Edinburgh bar – no point looking cool and swanky if you can’t be bothered to look after this one part of the business.

Lawrence, you make a great point. It is of course up to us to keep the loos clean – ‘leave them as we find them’ – if everyone did that we’d be much better off. Knowing that won’t happen however, a regular rota of checking and cleaning would avoid situations like the one Karen faced.

Thanks to all for sharing your horrors :-)

Report this comment

Carol | 15 July, 2011 at 8:15 am

Great blog. Dined in a restaurant yesterday and visited the toilets just before leaving. The smell as we approached was apparent and the case was an unflushed poo in the cubicle. The staff must have been able to smell it too and there were tables right by the doors.

Try to avoid using train loos ever since bottom of my trousers got wet from floor and realised it wasn’t tap water…gross.

And why are toilets in car parks always disgusting?

Report this comment

Tatil | 16 July, 2011 at 9:14 am

A simple flush of the chain or placing of the paper towel in the bin can make such a big difference to the next person that follows you. It doen’t seem to matter whether a person is posh or living-on-the street, cause people from all walks of life seem to fail to follow these common decency steps.

Report this comment

Sasha | 17 July, 2011 at 1:50 pm

While I agree with the overall sentiment regarding public toilets in developed countries & the UK in particular, things really get into perspective when you’re desperate in the middle of a semi-deserted town in the Nazca desert. Without the ‘pleasure’ of experiencing the only public toilet in that town, it is hard to appreciate the relative nature of the term ‘cleanliness’. :)

Report this comment

David Whitley | 17 July, 2011 at 5:29 pm

I suspect part of it is that when people dream of setting up their own bar or restaurant, thoughts along the lines of “At last! My chance to make excellent toilet facilities” aren’t exactly at the forefront of their mind.

Many people setting up bars and restaurants are in love with the food or the drink, toilets are – if you’ll pardon the pun – are an inconvenience to the dream…

Report this comment

Mosh | 18 July, 2011 at 11:20 pm

Funny you should post this when you did. I just got back from Egypt and can say that the loos in Sharm El Sheikh airport are bloody atrocious for an international airport.

I popped into the gents with our 3 year-old and couldn’t actually get him onto a toilet as they were all so filthy. One cubicle had a seat smeared with faeces, the next one we tried had the toilet paper jammed in the holder somehow so we couldn’t wipe the seat. The third one – which was occupied by a man urinating when we had first entered – was splashed liberally with pee. How the HELL does a man in his thirties not know to lift the seat?

None of them had seats that didn’t wobble and in most the flush mechanism was completely absent with only a hole in the wall present where it should be.

Our 10 year-old told us that the ladies’ was much the same.

Report this comment

Gene | 19 July, 2011 at 6:40 pm

My wife and I recently returned from a two week vacation in northern Spain and we strongly recommend this area if you are looking for clean and free restrooms. We made many stops in many cafes, restaurants, petrol stations, tourist sites, public toilets, and ALL were found to be clean, in good working order, without foul odors, etc. Best of all, every restroom was FREE so no need to scrape for change and tips to pee. From San Sebastian to Honarribia, La Rioja, through Vittoria, Bilbao, Santillana del Mar, Potes, Picos de Europa, Gijón, and Oviedo all were great. We also noted that we rarely had to search for restrooms – they were readily available everywhere. Viva España !

Report this comment

Henry Williams | 19 July, 2011 at 8:12 pm

As long as there are public toilets I have a feeling they will always be dirty

Report this comment

Dee | 19 July, 2011 at 8:30 pm

Henry “As long as there are public toilets I have a feeling they will always be dirty”
That’s the problem with public loos and public places generally, they do let the pesky public in.

Yes, I do judge places by loos, have stopped going to my favourite Chinese in London (yes that’s you, Royal China Bayswater) because of their loos, not just the public’s use but even plumbing/water pressure.

I’ve never been a fan of what we call ‘two footers’ as seen in Thailand, Malaysia etc but actually that scenario better than some of the things described here.

Report this comment

Nestor | 3 August, 2011 at 11:18 pm

Somehow dirty toilets just make me appreciate my own clean comfy toilet when Im back home. Thats how I see most unpleasant things during my travels to remind me of the good things I do have when I am back home.

Report this comment

John | 19 August, 2011 at 12:21 pm

Andy, I can’t fault your brother’s strategy. Some restaurants share the customers’ toilets with their catering staff so the food hygiene implications can’t be overlooked.

In answer to your question, the dirtiest toilet I have encountered was on the A16 between Dunkirk and the Belgian border. I am not sure exactly how bad it was because the powerful smell prevented me getting too close. This “Aire” has now been closed though.

Report this comment

Kirklops | 29 August, 2011 at 3:22 am

In the US, public beach toilets.
India, everywhere ;)
Btw, nice strategy to follow in restaurants.

Report this comment