IHG Clean Promise

Our Commitment to Guests and Colleagues

IHG built its reputation on a long-standing commitment to guests’ and colleagues’ health and safety. We continue our commitment to deliver on that promise using new science-led protocols and service measures, partnering with industry-leading experts and launching a global Clean Promise. 

Enabling the personal wellbeing of guests and colleagues is key. 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, which 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 of individual guest amenity cleaning kits
  • Hand sanitizer and disinfecting wipes available in guest rooms and at high touch-points throughout hotel

IHG Way of Clean

IHG has a long-standing commitment to rigorous cleaning procedures and launched our IHG Way of Clean program in 2015, which was developed in partnership with Ecolab and Diversey – world leaders in hygiene and cleaning technologies and services. This program is now being expanded with additional COVID-19 protocols 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 to see evolved procedures in every area of the hotel, which may include:

Overall Key Enhancements:

  • Added cleaning and disinfecting frequency 
  • Minimized guest touch-points through operational changes 
  • Visible sanitizer stations in public and colleague spaces 
  • Protective Equipment guidance for staff 
  • Social distancing protocols and visual cues 
  • IHG Way of Clean training completed by all appropriate staff members 
  • Appointment of Clean Champions in every hotel 

Arrivals/Front Desk:

  • Reduced contact and physical interaction at check-in 
  • New cleaning procedures with increased disinfecting frequency of high-touch surfaces 
  • Social distancing protocols 
  • Hand sanitizer available 

Guest Rooms:

  • Increased disinfecting of all hard surfaces and fixtures
  • Removal of non-essential items (in-room collateral or other high-touch items), available upon requests 
  • Rooms audited for cleanliness 
  • Upgraded laundry protocol 

Public Space:

  • Social distancing practiced including spacing of furniture 
  • Increased frequency of sanitizing and disinfecting high-touch surfaces 
  • Hand sanitizer stations available throughout all public spaces 

Meetings and Events:

  • Room set up and configured to allow for social distancing 
  • Mealtimes staggered to avoid congestion 
  • Tables, chairs wiped down during breaks in meetings 
  • Strict food handling and service guidelines in effect
  • Sanitizer available throughout space
  • Recommend use of personal smart devices and tablets for taking notes
  • New pens/pads to be provided, if needed

Food and Beverage:

  • Updated food handling and service guidelines 
  • Additional cleaning and sanitizing protocols 
  • New approaches to buffets, banquets, and catering 
  • Self-serve beverage stations replaced with beverage service
  • Disposable or laminated menus for sanitizing/disinfecting
  • Tables and chairs sanitized between each guest
  • Social distancing practiced through placement of tables 
  • Condiments available from the kitchen upon request 
  • Meals charged to room or credit card instead of using cash 
  • Social distancing practiced in bar areas 


  • Updated operational practices for pools, fitness centers, club lounges, and other amenity spaces 
  • Increased cleaning of equipment and furniture
  • Sanitizer wipes available for guests 
  • Social distancing protocols 

Global Cleanliness Board & IHG Clean Promise

Leading this work is our Global Cleanliness Board – a group of IHG experts in operations, health, safety, and guest experience working with external specialists to define solutions and best practices, and implement processes.

With updated measures in place, IHG is launching a Clean Promise. Rolling out globally from June 1, 2020, guests can be reassured that their room will meet IHG’s high standards of cleanliness. If not, the hotel will make it right. 

On IHG properties, these efforts will be developed through Clean Champions, who will continue to build 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.