7 Textile Upgrades That Reduce Guest Complaints in Hospitality
How Smarter Linen Choices Improve Ratings, Reduce Costs & Strengthen Guest Loyalty
In hospitality, small details have outsized impact especially when it comes to linens. Whether it's towels that feel thin, sheets that lose brightness, or pillows that fall flat, textile-related complaints are among the most common issues mentioned in guest reviews.
The good news? Most of these complaints can be eliminated with strategic upgrades that improve comfort and durability while lowering total cost of ownership.
Here are seven of the highest-impact textile upgrades hotels, resorts, and commercial properties are making to improve guest satisfaction in 2025:
1. Upgrade to Ring-Spun Towels for Softer, Longer-Lasting Performance
Open-end towels are cost-effective, but they tend to feel rougher and break down faster in high-volume laundering environments.
Ring-spun towels use finer, stronger yarns that:
- Feel significantly softer
- Maintain shape longer
- Reduce linting
- Provide a more premium experience
This upgrade alone can reduce towel-related complaints by eliminating the “scratchy towel” issue guests frequently flag.
2. Choose Sheets With Reinforced Stitching to Prevent Premature Wear
Sheet complaints usually show up as:
- Torn hems
- Thinning fabric
- Losing whiteness
- Excessive wrinkling
Upgrading to sheets with reinforced hems, tighter weaves, and high wash-life construction reduces wear and extends performance. This ensures guests consistently experience crisp, hotel-quality bedding.
3. Invest in Higher-GSM Towels for a More Luxurious Feel
Higher GSM (grams per square meter) creates a thicker, more absorbent towel that feels luxurious without compromising durability.
Properties see immediate improvements in reviews when they switch from low-GSM to medium or high-GSM towel programs because guests associate plushness with cleanliness and quality.
4. Add Mattress & Pillow Protectors to Eliminate Hygiene Complaints
Many “bedding complaints” are about what’s underneath.
Mattress pads and pillow protectors help prevent:
- Stains
- Odors
- Allergen concerns
- Visible wear on pillows or mattress
These simple additions dramatically improve the perceived cleanliness of a guest room and extend the lifespan of expensive items.
5. Switch to Quick-Dry Fabrics for Spa, Pool & Gym Areas
Guests expect fresh, dry towels in high-turnover areas like pools or fitness centers.
Quick-dry textiles:
- Reduce dampness complaints
- Improve availability during peak hours
- Lower laundry strain
- Enhance the overall spa/pool experience
This upgrade is especially useful for resort-style properties and hotels with busy wellness programs.
6. Choose Color-Fast Blankets to Maintain Visual Quality
Discoloration and fading are two of the most immediate red flags for guests.
Upgrading to color-fast, fade-resistant blankets ensures your rooms maintain a polished look even after repeated industrial wash cycles.
This is particularly important during winter months when blanket turnover and laundry loads increase.
7. Standardize Your Pillow Inventory for Consistent Comfort
One of the top guest complaints is inconsistency:
“Some pillows are fluffy, some are flat.”
“Too soft in one room, too firm in another.”
By choosing a standardized pillow that balances support and softness, properties deliver a more predictable, comfortable sleep experience. Adding a second option (soft + firm) can further reduce complaints for guests with preferences.
Final Thoughts
Guest complaints often tie back to textiles — but the right upgrades make these issues entirely avoidable. By focusing on durability, comfort, and consistency, hotels can dramatically improve guest perception, reduce operational strain, and protect their bottom line.
Boston Textile offers a curated selection of hospitality-grade linens engineered specifically for high-volume usage, long-term value, and exceptional guest experience.
