Frequently Asked Questions - Europe Customer Portal

Have a question about Clean the World or our programs? Please check out our FAQ’s below. Here, you can find answers about how we recycle soap, our Hospitality Recycling Program, or our Customer Portal. You can also email us at europe@cleantheworld.org for additional questions. Thank you!

About Clean the World:

Clean the World is a social enterprise with the mission of saving millions of lives around the world. Clean the World leads a Global Hygiene Revolution to distribute recycled soap and hygiene products from more than 8,000+ hotel and resort partners to children and families in countries with a high death rate due to acute respiratory infection (pneumonia) and diarrheal diseases (cholera) – which are two of the top killers of children under 5. Since 2009, Clean the World has distributed more than 53 million bars of soap in 127 countries.

Clean the World accomplishes its mission by collecting and recycling discarded soap and plastic amenity bottles from participating hospitality partners. Through the distribution of these and other donated hygiene products to impoverished people, help prevent millions of hygiene-related illnesses and deaths every year.  

Hand washing with soap significantly reduces the impact of two fatal diseases: acute respiratory infection and diarrheal disease. These are two of the top killers of children under 5 years old. To help save those lives, recycled soap is the primary ingredient in Clean the World’s global hygiene revolution.

Yes. The soap has been tested by a certified lab in Europe. These labs are ISO 17025, GMP accredited and ISO 9001 certified to carry out competent chemical, microbiological and molecular testing services. The lab tests the soap multiple times for antigens and microbiology to comply with cosmetics legislation.

Clean the World partners with hotel properties across the world to recycle their discarded soap and bottled amenities such as shampoo, conditioner, lotion, and body wash.  All soap is recycled into new bars, and all bottles are now either recycled or converted to energy from waste.

Participating hotels collect these hygiene products at their properties using Clean the World boxes.  Once boxes are full, hotels ship them back to a Clean the World facility. 

At a Clean the World facility, the soap is sanitized, grinded, and cut into new bars. The bars are then boxed for distribution.  

Bottled amenities are collected by hospitality partners and sent to our upcycling center. The liquid content is separated from the plastic by anaerobic digestion process and converted to fuel and industrial cleaning products. The clean plastic is shredded and converted into circular building materials. This whole process is 100% circular and carbon neutral.
About Hospitality Recycling:

Welcome to the Clean the World family! You will soon receive digital marketing collateral containing helpful instructions and materials to train your team. We are here to answer any questions you have. Simply email europe@cleantheworld.org!  

To ensure Clean the World reports accurate impact totals, we ask that you keep your soap and bottles in separate boxes. 

Clean the World accepts all bathroom amenity bottles from hotel rooms including shampoo, lotion, conditioner, and body wash. 

About Customer Portal:

Clean the World’s customer portal offers a unique opportunity for you to engage in socially responsible programs that deliver direct impact including soap distribution, hygiene education, emergency response, hygiene packaging events, and waste diversion.  In a few simple steps, your team can access impact reports, order replacement bins, print shipping labels, learn about Clean the World’s exciting programs, and manage users. For more information, please visit: cleantheworld.org/portal. 

From any desktop or mobile phone, visit portal.eu.cleantheworld.org and log-in with your account email address and password. To receive log-in credentials, please request at cleantheworld.org/portal

Simply request a new password from the log-in screen (portal.eu.cleantheworld.org). An email confirmation will be sent to you with a link to reset your password.  

Your user name is the email address provided to us during set-up. Typically, this is your general mailbox for your property (property@hotelbrand.com). For more information or to change the address associated with the portal, please email europe@cleantheworld.org

The portal makes it easy to add members of your team and assign different levels based on your needs. Simply tap on the Users Screen and navigate to the green “Add User” icon (upper right hand corner). Then, fill out information about your team member, assign his or her status, and send him or her an invitation to register.  You may also edit users or update information as needed.  

There are three types of users:

1. Admins are users that have full access to all portal features including creating new Users and Admins along with editing existing users.  Please only assign admin rights to managers.  It is possible to have multiple Admins per property as well as assign multiple properties to each user.  

2. Users are day to day employees that only use the portal to manage the collection process. These users do not have access to user management and cannot alter specific fields in their Profile screen.  

3. Inactive Users are employees that no longer work at your property and have had portal access disabled. 


If at any time you experience an issue updating information or need to remove / change status of users, please email us at europe@cleantheworld.org and our team can assist you.  

An email will be sent to your team member with instructions on accessing the portal.  You can check on their status from your User menu. 

There are four statuses available (these are color coded for your convenience): 

1. No Invite Sent (bright red) – The user has not received an invite from you.  Click or tap on the person’s name and orange “Send Invite” button at the top right of the edit user screen.  

2. Pending – Invite Sent (orange) – The user has received an invite, but have not registered for portal access.

3. Active (green) – The user is active and is using the portal.

4. Inactive (dark red) – This user no longer has access to the portal and/or no longer works at your property.  

Please note: After editing and updating the user status, please refresh your screen. If the user does not receive the registration email, please ask him or her to check their junk folder.  The Clean the World team is here to assist you if you have any issues inviting or updating users.  Please email europe@cleantheworld.org with questions.  

From any screen on the portal, select a different property by tapping on the pencil icon on the upper right hand corner of the portal. This will provide you with a dropdown menu to choose a new property. If you need to add properties to the menu, please email europe@cleantheworld.org.

The Clean the World portal provides real-time updates on your Impact screen.  As soon as Clean the World receives your full collection device, our team scans the box and uploads the impact totals to the portal.  If you are not seeing impact information or believe the information is incorrect, please email europe@cleantheworld.org for assistance.  

We are sorry for the inconvenience. Our dedicated team is here to help you with ordering boxes or requesting shipping labels. Simply email europe@cleantheworld.org

We are sorry you are experiencing difficulties. Please email europe@cleantheworld.org.  We are happy to help!  

Your account may need attention. Please email europe@cleantheworld.org for more information.  

Step 1: Please take a photo of your “Big Box”. 

Step 2: Log into portal.eu.cleantheworld.org and navigate to the “Big Box” screen.

Step 3: Click the green Upload Icon. A Popup window will appear. Do not close this window.

Step 4: Select your “Big Box” photo and click or tap on the “Open” or “Choose” button depending on your device.

Step 5: Click the orange “Submit” button after uploading the photo.  

We are sorry for the inconvenience.  Our team can assist you.  Please email europe@cleantheworld.org

Please visit cleantheworld.org/portal-icon for more instructions on adding an app icon to your iPhone or Android device.  

You will automatically be upgraded to this new reporting! Please log out and log back into your account to activate the new features. 

Please log out and log back into your Customer Portal account. If you are experiencing issues, email partners@cleantheworld.org for assistance. 

You can filter your impact by date and, depending on your access level, by individual hotel, brand, flag and management company.

Click the green drop-down menu on the upper right-hand side. If you are on a mobile device, this drop-down menu is directly above the “SOAP” quadrant. You can choose between historical, this year, last year, this month, last month, this quarter, last quarter, or a customer date range. 

Click between the gray boxes at the top of the page, above the 6 different quadrants. The box that is orange is the impact you are currently viewing.

Your historical impact data is representative of all soap and/or plastic amenity bottles collected from the day you started Clean the World’s Hospitality Recycling Program until the present day. 

This could be due to more than one reason. If your hotel only collects plastic amenity bottles (no bar soap) you will show 0 on most of the impact indicators at this time. With new plastic recycling operations in place, we are in the process of re-calculating our impact to include plastic. Currently, most of the impact is calculated based on the collection and recycling of bar soap. The other reason could be that we haven’t received a shipment of soap or bottles from your hotel yet. If you think this is incorrect, please contact partners@cleantheworld.org for assistance. 

Clean the World has historically utilized energy from waste technology to process plastic hotel amenities. Because of that, most of your hotel plastic is being counted in the “energy generated” category. That energy has been used to power homes and businesses! Coming soon, your plastic will be counted in the “waste recycled” category as we gather the necessary data on our new plastic recycling operation.

Coming soon! We will be releasing a feature that allows you to export your impact report. Check back for updates. 

Those colorful icons represent the United Nations Sustainable Development Goals (SDGs) that correlate with the impact inside of each section. Click on them to learn more!

To view our online resource guide, please click here.

Stay in Touch

With Clean the World.