The Locker Room Audit: 10 Questions to Evaluate Your Guest Experience

Can Guests Tell What to Do Next?

Locker rooms can feel surprisingly vulnerable for guests. They’re changing clothes, storing belongings, and often trying to understand the routine without asking too many questions.

If they don’t know where to go after changing, where to put towels, or whether they should wait for someone, they may feel awkward, especially around other guests.

Look for:

• Clear locker numbering or assignment cues
• Obvious next steps after changing
• Guidance near exits and transition points
• Simple language that tells guests what happens next

Ask yourself: Could a first-time guest understand the next step without asking your team?

Does Signage Feel Helpful, Not Corrective?

Signage is one of the easiest ways to guide guests, but tone matters. A sign can answer a question, or it can make the room feel rule-heavy.

The best locker room signage feels like quiet hospitality. It guides behavior without sounding frustrated.

Look for:

• Warm, natural wording
• Short signs placed where guests need them
• Fewer “do not” phrases
• Materials that match the look of the room

Ask yourself: Does our signage sound like something a gracious host would say?

Related reading: Signage plays a bigger role in the guest experience than many spas realize. For a closer look at placement, tone, and common signage mistakes, see our article What Your Locker Room Signage Is Really Saying to Guests.

Is It Clear What’s Clean, Used, and Available?

Guests judge cleanliness visually. They may not know your cleaning schedule, but they notice overflowing towel bins, scattered amenities, and unclear robe return areas.

When fresh, used, and guest-use items are clearly separated, the room feels more cared for.

Look for:

• Clearly marked fresh towel areas
• Used towel and robe return points
• Labeled containers for guest-use amenities
• Separation between clean and used items

Ask yourself: Can guests tell at a glance what’s fresh, what’s used, and what’s meant for them?

Are Towels, Robes, and Amenities Easy to Understand?

More amenities don’t always make the experience better. Too many products or supplies can create visual clutter and make guests unsure what they’re allowed to use.

The goal is to make essentials easy to find and easy to understand.

Look for:

• Core amenities displayed clearly
• Small items organized in containers or trays
• Specialty items kept available through staff when appropriate
• Counters that feel calm rather than crowded

Ask yourself: Are we offering what guests need in a way that feels organized and intentional?

Is There Seating Where Guests Naturally Pause?

Guests don’t move through locker rooms in a straight line. They stop, change, wait, adjust robes, and gather their belongings.

Seating should support those real behaviors.

Look for:

• Benches near locker areas
• Seating near changing zones
• Places to sit while putting on slippers or shoes
• Enough room for guests to use seating without blocking others

Ask yourself: Are we placing seating where guests actually need to pause?

Are Hooks Placed Where Guests Actually Need Them?

Hooks are small, but they can make a big difference. Without them, robes, towels, and personal items end up on benches, counters, or floors.

Well-placed hooks reduce clutter and help guests feel less awkward while changing.

Look for:

• Hooks near benches
• Hooks near showers or changing areas
• Hooks within comfortable reach
• Enough hooks for busy periods

Ask yourself: Where are guests currently placing robes and towels when they don’t have a hook?

Does the Layout Support Privacy and Different Comfort Levels?

Not every guest feels the same way about changing in a shared space. Some are comfortable in open areas. Others prefer more privacy.

A thoughtful locker room gives guests options without making anyone feel singled out.

Look for:

• Private or semi-private changing areas
• Seating that supports a range of body types
• Layouts that don’t force unnecessary exposure
• Clear paths that don’t make guests feel watched

Ask yourself: Does this room give guests a choice in how private they want?

Can Multiple Guests Use the Room Without Crowding?

Locker rooms are shared spaces. A layout that works beautifully when empty may feel stressful when several guests are changing, waiting, and moving through at once.

The real test is how the room functions during busier moments.

Look for:

• Enough room to open lockers without blocking others
• Clear space around benches
• Easy access to towels, robes, and amenities
• Minimal bottlenecks near exits, mirrors, or counters

Ask yourself: What happens when three or four guests use this space at the same time?

Are Walkways Safe, Dry, and Accessible?

Physical safety directly affects how comfortable guests feel. This is especially true in areas where floors may be damp or guests are moving more slowly after a service.

Accessibility choices also improve the experience for many guests, not only those who specifically ask for support.

Look for:

• Clear, unobstructed walkways
• Slip-risk areas near showers or wet zones
• Lockers at varied heights
• Benches and hooks within easy reach
• Space for guests with different mobility needs

Ask yourself: Could someone move through this room safely and comfortably while relaxed, distracted, or using mobility support?

Does the Room Reduce Staff Interruptions?

A well-designed locker room quietly supports your team. When the room is intuitive, staff answer fewer repeat questions and spend less time redirecting guests.

That doesn’t just improve operations. It also helps guests feel more confident and less dependent on staff.

Look for:

• Questions guests ask repeatedly
• Areas where items are often left in the wrong place
• Signs that are ignored or missed
• Moments when staff have to step in to explain the room

Ask yourself: What are guests asking us that the room could answer on its own?

How to Use This Audit

Walk through your locker room slowly, preferably during both a quiet moment and a busier time. Better yet, ask someone less familiar with the space to do it with you.

Notice where they hesitate. Notice where they look around. Notice what they ask.

Those small moments are useful clues.

You don’t have to fix everything at once. Start with the friction points guests are most likely to feel: unclear next steps, missing hooks, crowded counters, overflowing towel bins, or signage that sounds more corrective than helpful.

Guests may not remember every detail of your locker room, but they will remember how it made them feel. A clear, comfortable, well-organized space helps them begin the rest of the spa experience with more confidence.

Universal Companies is proud to have a team of experienced spa advisors on staff and welcomes you to consult with our professionals about spa products and supplies, including ingredients, equipment, and retail. Dedicated to the success of spa professionals everywhere, we're grateful to be recognized with multiple industry awards (thank you!) and proud to support the spa industry through mentorship and sponsorship.