Crowne Plaza Vientiane

IHG Clean Promise

IHG Clean Promise Announcement

As the world adjusts to new travel norms and expectations, IHG® Hotels & Resorts is enhancing the experience of its hotel guests around the world by redefining cleanliness and supporting guests’ personal wellbeing throughout their stay through:


Using new science-led protocols and service measures


Partnering with industry leading experts Cleveland Clinic, Ecolab and Diversey


Launching a global IHG Clean Promise and Global Cleanliness Board


These strengthened measures will give guests greater confidence and hotel teams the protection needed. The future of travel may look different, but a safe, secure stay is fundamental to deliver True Hospitality – and that will never change. By combining IHG’s world-class knowledge and processes, with cutting-edge expertise from specialists including Cleveland Clinic, Ecolab and Diversey, IHG can reassure guests and colleagues that we’re focused on protecting guests’ and employees’ health and wellbeing. For additional information and details, consumers and IHG employees can visit


Enhanced IHG Way of Clean

IHG has a long-standing commitment to rigorous cleaning procedures. Launched in 2015, the IHG Way of Clean programme was developed with Ecolab and Diversey, both world leaders in hygiene and cleaning technologies and services.

Working together with existing partners, and the Cleveland Clinic, the IHG Way of Clean is expanding with additional COVID-19 procedures and best practices, many of which are already in place to reflect the advice of the World Health Organization, Centers for Disease Control & Prevention and local public health authorities in markets around the world.

IHG Way of Clean already includes deep cleaning with hospital-grade disinfectants, and going forward guests can expect evolved procedures in every area of the hotel, which may include:



Reduced contact at check-in, touchless transactions, front desk screens, sanitizer stations, sanitised key-cards, paperless check-out


Guest Room

Visible verification of sanitized items (e.g. glassware, remote control), reduction of in-room furnishings/high-touch items, new laundry protocols, use of new technology


Public Spaces and facilities

Additional deep cleaning of high touch surfaces, social distancing, ‘last cleaned’ charts, best practices for pools, fitness centres and lounges


Food & Beverage

New standards and service approach to buffets, banquets, room-service and catering


Enabling the personal wellbeing of guests and colleagues is key too, and IHG is working closely with a team of medical experts at the world-renowned Cleveland Clinic to develop guidance and resources for hotel teams on returning to work and keeping guests safe in this new environment.


This may include:

Cleanliness information in hotels and on IHG’s booking channels

Social distancing operating procedures and signage

Guidance on the use of protective equipment as necessary by hotel colleagues

Updated colleague training and certification

Availability of individual guest amenity cleaning kits

Hand sanitiser and disinfecting wipes available in guest rooms and at high-touch points throughout hotels


IHG Clean Promise and Global Cleanliness Board

With updated measures in place, IHG is launching an IHG Clean PromiseRolling out globally starting 1 June 2020, guests can be reassured that their room will meet IHG’s high standards of cleanliness. If not, the hotel will make it right. Leading this work is IHG’s new Global Cleanliness Board, a group of IHG experts in operations, health, safety and guest experience working with our external partner Cleveland Clinic. James Merlino, Chief Clinical Transformation Officer and his team at Cleveland Clinic will provide counsel to define solutions, best practice and implement processes. 


IHG Clean Promise will be available at participating IHG Hotels & Resorts properties globally for registered guests only. Within two hours of check-in, guests can report to the front desk that their guest room does not meet the IHG Clean Promise, and the hotel will:

- Confirm the issue and resolve to the guest’s satisfaction in the current guest room or

- Offer the guest a room change to another guest room of equal or greater value that meets the IHG Clean Promise


If the guest opts for a room change, a member of the hotel team will be available to accompany him/her to the new guest room to ensure the IHG Clean Promise has been met. If there is not another available guest room of equal or greater value, the hotel team will work with the guests to make it right.   


On-property teams will also appoint Clean Champions to continue building the culture of clean instilled in IHG hotels around the world. These champions will focus on guests and colleagues as they navigate the new environment and help on-property teams to consistently deliver these elevated cleanliness standards.