Decision paths
- IfSmell fades after laundering or cleaningThenTreat, recheck and return to service.
- IfSmell returns after a first treatmentThenTry a different method once, then reconsider.
- IfItem is damaged or stainedThenReplace.
- IfReplacement cost is close to repeated treatment costThenReplace to avoid repeat complaints.
- IfItem is fixed or hard to replaceThenTreat more thoroughly and consider a test.
- IfSource was moisture and mold is visibleThenReplace and fix the moisture problem.
Treat or replace
Treat when
- Odor is on the surface
- Item is washable or extractable
- Source is resolved
- Previous cleanings worked
Replace when
- Odor is deep in padding or foam
- Treatment failed twice
- Item is damaged
- Moisture or mold is present
Items and typical options
- Linens and towels
- Launder; replace if stained or smelly after washing
- Drapery
- Launder or dry-clean if allowed; replace panels if needed
- Carpet
- Extract; consider pad and carpet replacement for deep odor
- Mattress
- Replace protectors; consider mattress replacement for deep odor
- Upholstery
- Clean, treat or recover
Before replacing
- Photograph the item and note its condition
- Record what treatment was tried
- Check whether the source has been fixed
- Ask who approves replacements
- Confirm lead times for the replacement
- Note the room hold
The decision is rarely only about cost. A room held for several days for repeat treatments loses more revenue than a quick replacement. At the same time, replacing without fixing the source simply moves the problem to a new item. Use the decision paths with these two points in mind and involve a manager when the call is close.
Keep a record of decisions and results. Over time you will see which treatments work for your materials and which do not, and the next decision will be faster and more confident.
Weigh timing along with cost. During a busy period, the quickest path back to inventory may favor replacement of a small item, such as a drape panel or a topper, while a larger decision such as carpet can wait for a quieter window. Hold the room for a longer time only when the plan is clear. If the decision is to replace later, note that the item is a known issue and make sure the room is not assigned to guests with fragrance or smoke sensitivity in the meantime.
Where budget approval is required for a replacement, prepare a short note with photographs and the treatment history, which speeds the decision.
Common questions
Who decides on replacement?
Property policy usually assigns it to a manager or the executive housekeeper.
Should we test before replacing?
A small test can help for large items, if time allows.
General information for Downtown Denver, not a quote or professional advice. In an emergency, call 911.