Sandburn Hall is a beautiful, 40-bedroom hotel situated within the lush tranquillity of York, right near the North Yorkshire Moors. The hotel offers a wonderful setting for weddings and unforgettable events. In this case study, Beth Lodge, Operations Manager, explains the hotel's journey and why they chose to remain with CLEAN.

The romantic Grand hall, within the property, offers facilities for weddings and corporate events of up to 150 guests and features stunning views of the 18-hole golf course. Alongside the Grand Hall is Tykes Restaurant, which provides a modern English menu for guests and visitors to enjoy.

Golf enthusiasts will be delighted with the 18-hole championship golf course, boasting excellent drainage and top-notch practice facilities. On site, Sandburn Hall is proud to host Steve Robinson who is one of the top England golf coaches. Steve runs the SandBurn Hall Golf Academy and is also the former coach of US Open Golf Champion Matt Fitzpatrick.

The Challenge

When the hotel opened its door for the first time, the team invited CLEAN to supply them with a proposal and linen and towelling. samples Regrettably, ,the hotel manager at that time chose a different linen supplier, which led to a challenging situation for the hotel. Unfortunately, the hotel was faced with linen fulfilment issues (linen shortages) and poor-quality control of the linen being delivered.

Aligning with a reliable linen supplier, like CLEAN, is essential for providing high-quality, hygienically cleaned linen to the hotel on a scheduled and reliable basis. This will ensure that the hotel always has fresh linen to put on the beds and ultimately contributes to the overall guest experience. Using linen that is comfortable and durable will greatly reduce costs by withstanding frequent use.

A reliable supplier will ensure that there is always a constant supply of linen to the hotel, providing invaluable support in case of unforeseen circumstances and provide friendly maintenance advice to ensure that used linen is counted and submitted correctly.

The Solution

In early 2023, as the hotel approached the end of the contract with its incumbent supplier, CLEAN representatives were invited back to the hotel to discuss how to we could help overcome the poor service that they were experiencing. The hotel staff had lost patience and were looking for a linen supply service they could rely on.

The housekeeping team requested samples of CLEAN’s Lucia linen which offers guests everyday comfort while fulfilling the demands of busy establishments like Sanburn Hall. Benefiting from a 130 thread count cotton rich blend, the Lucia range offers our usual excellent quality at a price, that’s right.

In May 2023, after the hotel’s management team had reviewed all the available alternative suppliers in the area, a decisive choice was made to select CLEAN as the preferred linen supply partner for Sandburn Hall.

The perfect turn around

In the interest of transparency, it is important to acknowledge that for a short period immediately after the contract mobilisation, there were some teething problems. CLEAN Our laundry operations in Nottingham faced challenges that prevented the hotel from experiencing the full benefits of our linen supply. Coming up short is a matter we take extremely seriously; the CLEAN management team took corrective action. They rose to the challenge addressed the issues one by one and changed the course of action to get the service delivery right and restore the hotel’s confidence in our service.

Firstly our account manager and customer service team made sure that clear line of communication was established with the hotel. All complaints were delt with and all unfulfilled orders and shortages and quality issues were addressed immediately. Additionally, the key issues at CLEAN’s Nottingham laundry were addressed as a matter of extreme urgency.

CLEAN have managed to completely rectify the linen supply service to Sandburn Hall Hotel. and the hotel now fully enjoys the benefits of having best quality linen delivered consistently and reliably. The guest experience at the hotel has been elevated and as a result, occupancy levels have been rejuvenated with many guests returning for repeat visits.

For nearly two years, Sandburn Hall has partnered with CLEAN for their linen services. Despite these initial challenges, CLEAN's honesty, opennessand desire to turnthings around meant the service was soon back on track. By partnering with CLEAN, the team at Sandburn Hall are able to enhance the guest experience and sett new standards in hospitality.