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10 Most Common Restroom Complaints and How to Solve Them

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10 Most Common Restroom Complaints and How to Solve Them

Restroom complaints aren’t just annoying, they’re costly. A dirty, smelly, or poorly stocked restroom can turn away customers, hurt your reputation, frustrate employees, and lead to negative reviews or health code issues.

For owners, operators, and cleaning teams, keeping restrooms in top shape isn’t just about appearance, it’s about protecting your business and creating a space people feel comfortable using.

In this article, we’ll dive into the most common restroom grievances and how to tackle them head-on like a true facility management hero.

Let’s get started!

1. Unpleasant Odors

2. Lack of Toilet Paper, Paper Towel, or Soap

3. Dirty or Wet Floors

4. Clogged or Overflowing Toilets

5. Overflowing Trash Bins

6. Poor Lighting

7. Graffiti or Vandalism

8. Temperature Extremes

9. Broken Fixtures or Dispensers

10. No Privacy or Poor Layout

1. Unpleasant Odors

A smelly restroom leaves a lasting (and nasty) impression… no matter how clean it looks.

The Complaint: “This restroom smells bad. It’s gross.”

Odors are one of the top restroom complaints and one of the fastest ways to turn someone off from your business. 

Restroom odors typically come from a buildup of organic matter, urine, feces, mold, and more that’s hiding in hard-to-reach areas. Urinals often leak slightly around the base, and floor grout can absorb odors over time. Clogged drains, or trash cans holding feminine hygiene products or food waste can also contribute.

Infrequent cleaning or using the wrong products (like masking sprays instead of neutralizers) only makes things worse. And if ventilation is poor, even a relatively clean restroom can trap and circulate bad smells.

The Fix:

  • Implement a daily and weekly deep-cleaning schedule that focuses on high-odor areas like urinals, the base of toilets, floor drains, and grout lines.
  • Use bio-enzymatic cleaners that target organic matter causing odors and eliminate them at the source.
  • Ensure the restroom is properly ventilated; install or upgrade exhaust fans if needed.

Pro Tip: Use a urinal screen or odor-neutralizing gel in the urinals. It’s a small step that makes a big difference and shows attention to detail.

2. Lack of Toilet Paper, Paper Towel, or Soap

Few things are more frustrating, or more unhygienic, than a restroom without essentials.

The Complaint: “There’s no toilet paper in this restroom!”

Restrooms that run out of essentials are often victims of poor supply monitoring, inconsistent cleaning schedules, or dispensers that don’t hold enough product for the volume of users.

In fast-paced environments like restaurants, airports, or schools, restrooms can be used heavily in short bursts, meaning paper and soap can be depleted within hours. If no one is tracking usage patterns or if responsibilities are unclear, resupply could be missed and complaints can pile up.

The Fix:

  • Switch to high-capacity dispensers for paper and soap.
  • Set predictable restocking schedules, and adjust based on restroom usage trends.
  • Use smart dispensers that alert staff when supplies are low, if your budget allows.

Pro Tip: Post a “restroom checked at” log on the wall inside the restroom. Not only does it keep staff accountable, but it also reassures visitors that someone’s keeping an eye on things.

3. Dirty or Wet Floors

Restroom floors can get messy fast, from splashes, mop water, tracked-in dirt, or worse. Wet floors aren’t just unappealing; they’re also a safety hazard.

The Complaint: “The floor is wet and gross. I almost slipped!”

Water and grime tend to build up quickly in restrooms, especially near sinks, toilets, and entryways.

Sinks without splash guards or with slow drains contribute to puddles. Poor mopping technique (especially using overly wet mops) can leave slippery films. Additionally, users can track in water from rainy conditions and your janitorial equipment may spread dirt around if not properly maintained.

Grimy floors often signal that a restroom is cleaned “just enough” but not thoroughly.

The Fix:

  • Use high-traction mats near sinks and entrances to absorb water and reduce slips.
  • Switch to quick-drying floor cleaners and flat mop systems that don’t leave excess moisture behind.
  • Increase cleaning frequency during peak hours.

Pro Tip: Install wall-mounted air dryers or paper towel dispensers directly over trash bins. It prevents people from dripping across the floor to throw paper away.

4. Clogged or Overflowing Toilets

This one’s a classic: a clogged toilet can ruin someone’s experience and lead to major messes fast.

The Complaint: “One of the toilets has been clogged for hours!”

Toilets clog for many reasons. Most clogs come from too much toilet paper or improper items being flushed, like paper towels, wipes, or menstrual products.

In public restrooms, this is compounded by a lack of signage or trash receptacles in stalls. Older or poorly maintained plumbing can worsen the issue, especially if pipe diameters are too small or buildup has narrowed the passage.

Overflowing toilets may also indicate deeper problems with the sewer line or backflow. Left too long, overflows become biohazard risks.

The Fix:

  • Educate users with polite signage (e.g., “Please don’t flush paper towels, wipes, or anything except toilet paper.”)
    Provide covered trash bins inside stalls to encourage proper disposal.
  • Keep a plunger and PPE nearby for quick-response cleaning staff.
  • If clogs are frequent, inspect your plumbing for underlying issues.

Pro Tip: Invest in commercial-grade toilets designed for high-use environments. They’re more powerful and clog-resistant than residential models.

5. Overflowing Trash Bins

Trash that piles up or spills over sends a signal that no one’s paying attention and users will notice.

The Complaint: “Trash is spilling out onto the floor.”

Overflowing trash makes even a clean restroom feel dirty. When bins are too small for the traffic level or aren’t emptied often enough, overflow becomes inevitable.

Paper towels, food wrappers, hygiene products, and personal trash (like fast food cups) accumulate quickly in high-use restrooms. Bins without lids make it easy for trash to smell, pile up, and fall out. In these cases, staff may not check restrooms regularly enough, or they may be focused on surface-level cleaning rather than detail checks like bin status.

The Fix:

  • Use larger or more frequent-use bins, especially near paper towel dispensers.
  • Assign regular trash checks as part of every shift’s cleaning routine.
  • Use trash cans with lids to contain odors and discourage overstuffing.

Pro Tip: Line bins with extra liners underneath the active one. When it’s time to take out the trash, the next liner is already in place, speeding up the process.

6. Poor Lighting

Dim or flickering lights can make a restroom feel dingy or unsafe—even when it’s actually clean.

The Complaint: “It’s so dim in here. I can barely see!”

Inadequate lighting is usually due to low-wattage bulbs, failing ballasts, or outdated lighting systems.

Fluorescent lights, in particular, dim over time or flicker when near the end of their life. In some cases, fixtures may be blocked by dirt or ceiling damage.

Dim lighting doesn’t just make restrooms look dingy—it can hide spills, damage, or vandalism from the cleaning crew, making issues go unnoticed longer.

The Fix:

  • Upgrade to LED lighting that’s bright, energy-efficient, and long-lasting.
  • Choose cool white bulbs (4000–5000K) for a clean, professional look.
  • Regularly inspect fixtures and replace burnt-out bulbs promptly.

Pro Tip: Add motion sensor lighting to reduce electricity use and impress guests with a high-tech touch.

7. Graffiti or Vandalism

Graffiti and damage aren’t just visual eyesores; they signal neglect and invite more bad behavior.

The Complaint: “There’s writing in the stalls.”

Restrooms are often semi-private spaces where users feel less observed. That anonymity makes them a prime spot for graffiti, pranks, and physical damage.

Scratched stall doors, marker or pen messages, broken fixtures, and even ripped dispensers are common signs.

If damage or graffiti isn’t cleaned up right away, it sends a message that no one is watching, potentially leading to more abuse. Environments like schools, train stations, or stadiums are especially vulnerable.

The Fix:

  • Use anti-graffiti coatings or stainless-steel surfaces that are easier to clean.
  • Perform daily inspections to remove markings immediately. Quick removal discourages repeat offenses.
  • Install surveillance near entrances (not inside restrooms) to deter vandals.
  • Consider locking restrooms after hours if misuse is frequent.

Pro Tip: Use stall partitions with non-porous or textured surfaces. Materials like powder-coated metal or phenolic resin make it harder for markers and pens to leave permanent marks. Plus, they’re easier to clean without damaging the finish.

8. Temperature Extremes

Temperature regulation is often overlooked in restrooms, but it has a major impact on user comfort, especially in facilities that aren’t climate controlled year-round.

The Complaint: “It’s freezing (or sweltering) in here!”

Restrooms located on exterior walls, in basements, or in detached buildings often struggle to maintain consistent temperatures. HVAC vents might not reach the space adequately, or may be closed off to conserve energy.

In older buildings, poor insulation makes it hard to retain heat in winter or retain cool in summer. A restroom that’s too hot or cold makes the user uncomfortable and often shortens the time they have to properly wash up.

The Fix:

  • Ensure restrooms are connected to your HVAC system and airflow is balanced.
  • Use space heaters or fans in seasonal restrooms like those in outdoor venues.
  • Install automatic door closers to maintain indoor temperature more consistently.

Pro Tip: Use temperature-monitoring sensors to catch issues before they become comfort complaints.

9. Broken Fixtures or Dispensers

Fixtures can wear out fast in high-traffic restrooms. When sinks, soap, or towel dispensers don’t work, users are left frustrated and hygiene suffers.

The Complaint: “The sink is broken and the soap dispenser is cracked.”

Dispensers and fixtures are high-touch items that wear out over time, especially in busy environments. Handles loosen, soap dispensers clog, and towel sensors fail.

If preventative maintenance isn’t kept up or there’s no replacement plan in place, these small issues can quickly turn into long-term complaints.

Sometimes a fixture may be functional but hard to use, especially for children or people with mobility issues, which can also lead to complaints.

The Fix:

  • Do weekly walk-throughs to inspect and test all fixtures.
  • Keep backup dispensers in storage for quick swaps.
  • Work with a reliable maintenance team to handle plumbing, electrical, and fixture repairs promptly.

Pro Tip: Use touchless fixtures to reduce wear and tear—and minimize germ transfer, too!

10. No Privacy or Poor Layout

Awkward restroom layouts or lack of stall privacy can make users feel uncomfortable and rushed.

The Complaint: “There’s no privacy in here. It’s awkward.”

Modern users expect a basic level of privacy in restrooms. Gaps in stall doors, poorly positioned mirrors, urinals without dividers, and sinks installed shoulder-to-shoulder all create discomfort.

In some cases, a poorly designed layout can make it awkward to navigate, especially if doors swing inward or there’s no visual or sound separation. Restrooms that were retrofitted or built decades ago often lack modern design standards that support privacy and accessibility.

The Fix:

  • Adjust or replace misaligned stall doors and latches.
  • Add privacy strips or gap fillers to close stall gaps.
  • Rearrange or install privacy partitions between urinals and sinks if space allows.

Pro Tip: Offer a gender-neutral family restroom when possible. It meets accessibility needs and gives guests an extra option.

Bonus Tip: Use Feedback Forms or QR Codes for Input

Want to get ahead of complaints before they escalate? Make it easy for users to share concerns discreetly.

Place a small, professional-looking sign near the sink or inside each stall that says something like:

“Help us keep this restroom clean and comfortable! Scan to report a problem.”

The QR code should link to a short, mobile-friendly form where users can quickly report issues like:

  • “No toilet paper in stall 3”
  • “Water leaking near sink”
  • “Graffiti on the back of the door”
  • “Soap dispenser empty”

This helps in two big ways:

  1. Real-time alerts. Staff can respond quickly to small problems before they turn into complaints, or worse, online reviews.
  2. Anonymous honesty. Some people are uncomfortable telling a staff member about a restroom issue in person. A QR code gives them a low-pressure, judgment-free way to report it.

You can build these forms using free tools like Google Forms, Typeform, or Microsoft Forms, and set up email or text notifications for real-time alerts. If you manage a larger facility, QR systems can also feed directly into your facility management software or helpdesk.

Final Thoughts

Don’t wait for complaints, prevent them. A restroom that consistently meets expectations doesn’t happen by accident. It’s the result of intentional design and reliable upkeep.

Most restroom complaints don’t come out of nowhere; they’re usually signs of an inconsistent cleaning schedule, poor planning, or outdated fixtures. Addressing them is a game of consistency, visibility, and responsiveness.

Take a proactive approach:

  • Walk through your restrooms daily.
  • Keep a well-stocked cleaning and repair toolkit.
  • Listen to staff and customer feedback, even when it’s minor and especially if it’s major.

After all, people rarely compliment a well-maintained restroom, but they always remember a bad one.

Restroom maintenance may not be glamorous, but it plays a huge role in your facility’s reputation. With a little attention, the right tools, and a team that cares, you can turn complaints into compliments.

Need help setting up your restroom cleaning program? Look no further than Imperial Dade! Our experts can offer the products and solutions your facility needs to look its best. Reach out to your local Imperial Dade location today.

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