MCR chose Fibercare to deep clean carpets at 150 hotels. Why? “They make it easy.”

With 150 hotels across 37 states, MCR is the third-largest owner/operator of hotels in the country, with a collection of high-profile properties like the TWA Hotel at JFK Airport and the Pasadena Hotel & Pool in California.

MCR’s approach to vendor management is one key to their success.

What’s their strategy? The company manages vendor relationships centrally from their corporate offices in New York so their GMs are freed up to focus on guests.

But finding good vendors who can deliver consistent quality across all of MCR’s properties—with 25,000 guest rooms in 107 cities—can be a challenge.

So when Alex Fine, director of investments, analytics, and development at MCR, needed an enterprise-wide carpet-cleaning partner, Fibercare stood out.

No subcontractors, only trained techs

In Alex’s experience, many vendors who describe themselves as “nationwide” are actually subcontracting out their work to local providers, but Fibercare’s leaders assured him they had 20 crews traveling coast to coast at all times, and they never hire out their work. Their own highly trained Fibercare technicians perform every single job.

This was unique.

Was Fibercare as good as they claimed?

MCR’s Senior VP of Execution had had good experiences with Fibercare in a past role and had recommended Fibercare to Alex. And, on top of that, Fibercare claimed their carpet cleaning processes were much more intensive than most cleaners provide.

But Alex wanted to prove this out.

So he asked Fibercare to deep clean the carpets at six hotels around the country, with high stakes involved. Investors were coming to inspect those properties and Alex needed the carpets to be flawless in the hallways, lobbies, restaurants, and public spaces. He needed the cleaning done right and, for two of those properties, he needed it done fast—within 10 days—in both Minneapolis and Tallahassee.

Alex wondered if Fibercare could rise to that challenge.

“They did a phenomenal job.”

It didn’t take long to see how Fibercare performs.

“They did a phenomenal job,” says Alex. “They were in and out very quickly, very respectful of guests, very courteous with our staff. Basically after that first pilot, we rolled them out across the entire portfolio.”

His 150 general managers agree.

Alex hears positive feedback from his GMs as well.

“The carpets are very, very clean,” he says. “Fibercare comes and goes very quickly, there’s very little hassle or headache. They provide all the information to our teams up front, so they know what to expect.”

He says his managers also appreciate that Fibercare makes it easy to schedule around times that will be least disruptive to guests.

“Fibercare fits a need for us.”

Alex says Fibercare was exactly what they needed for the annual carpet cleanings MCR schedules at all 150 hotels. Being able to count on the same high-quality work and the same professional service at every property was important.

“I think what’s particularly beneficial is that Fibercare does not outsource—they’re not an aggregator,” says Alex. “The fact that they have quality control over all their teams means we’ve gotten a very consistent product. We’ve always been very comfortable and content with how Fibercare has operated at our hotels.”

So what would Alex say to other management groups looking for a deep-cleaning partner?

He doesn’t hesitate.

“If you’re an owner at scale who wants to simultaneously cover hotels across different markets, different regions, different asset classes, you’re able to do so with ease with Fibercare,” he says. “The word that comes to mind is easy.”