ESSITY REPORT SAYS SUBSTANDARD TOILETS COULD COST UK VENUES £491.8M A YEAR

The Essity Inclusive Hygiene Report says substandard or inadequate toilets could cost the UK hospitality sector up to £491.8 million a year. Hygiene and health firm Essity, which owns global washroom brand Tork, commissioned the study. A survey of 5,010 consumers found people spend an average of £4.50 more per visit when toilets exceed expectations, including when venues keep toilet roll, soap and sanitary products well stocked. The findings also tie toilet standards to online ratings and to whether customers return.

The study also polled 1,000 managers across the hospitality, leisure, entertainment and travel industries. It found 69% of venues fail to meet customer expectations. Fourteen per cent of managers said they do not properly cater for women during their periods. Twenty-two per cent said they were not confident their facilities support guests with sensitive skin conditions. Nineteen per cent said they were uneasy about supporting people with incontinence, and 15% were unsure their toilets accommodate visitors with restricted mobility. Managers also reported gaps in facilities for neurodivergent guests, at 21%, and for guests experiencing anxiety or sensory difficulties, at 23%.

The study puts potential extra takings at up to £98 million for restaurants, £63.5 million for hotels and £61.8 million for pubs. The UK total also takes in cinemas, gyms and museums. OnePoll's research found 23% of venues run out of toilet roll every day. It also found 19% regularly run out of paper towels. Eighty-six per cent of adults said "inclusive hygiene" is important to their experience. The report uses that term for comfortable, accessible toilets regardless of health status, ability, neurodiversity or age.