Hotel rating

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"Five-star superior" rating at the Hotel Vier Jahreszeiten Kempinski in Munich, Germany

Hotel ratings are often used to classify hotels according to their quality. From the initial purpose of
informing travellers on basic facilities that can be expected, the objectives of hotel rating has
expanded into a focus on the hotel experience as a whole.[1] Today the terms 'grading', 'rating', and
'classification' are used to generally refer to the same concept, that is to categorize hotels.
There is a wide variety of rating schemes used by different organizations around the world. Many
have a system involving stars, with a greater number of stars indicating greater luxury. Forbes Travel
Guide, formerly Mobil Travel Guide, launched its star rating system in 1958. The AAA and their
affiliated bodies use diamonds instead of stars to express hotel and restaurant ratings levels.
Food services, entertainment, view, room variations such as size and additional amenities, spas and
fitness centers, ease of access and location may be considered in establishing a standard. Hotels
are independently assessed in traditional systems and rest heavily on the facilities provided. Some
consider this disadvantageous to smaller hotels whose quality of accommodation could fall into one
class but the lack of an item such as an elevator would prevent it from reaching a higher
categorization.[2]
In recent years hotel rating systems have also been criticised by some who argue that the rating
criteria for such systems are overly complex and difficult for laypersons to understand. It has been
suggested that the lack of a unified global system for rating hotels may also undermine the usability
of such schemes.

Contents
[hide]

 1Standards of hotel classification

o 1.1Hotel classifications by country
 1.1.1Australia
  1.1.2Great Britain
 1.1.3Philippines
o 1.2European Hotelstars Union
 2World hotel rating
 3More than five stars
 4Alternative Hotel Ratings
o 4.1Green Key
o 4.2Green Globe
o 4.3Salam Standard
 5See also
 6References
 7External links

Standards of hotel classification[edit]

The more common classification systems include "star" rating, letter grading, from "A" to "F", such as
hotels and motels. Systems using terms such as Deluxe/Luxury, First Class/Superior, Tourist
Class/Standard, and Budget Class/Economy are more widely accepted as hotel types, rather than
hotel standard.
Some countries have rating by a single public standard—Belgium, Denmark, Greece, Italy, Malta,
Netherlands, Portugal, Spain and Hungary have laws defining the hotel rating. In Germany, Austria
and Switzerland, the rating is defined by the respective hotel industry association using a five-star
system—the German classifications are Tourist (*), Standard (**), Comfort (***)c, First Class (****)
and Luxury (*****), with the mark "Superior" to flag extras beyond the minimum defined in the
standard, but not enough to move the hotel up to the next tier ranking. The Swiss hotel rating was
the first non-government formal hotel classification beginning in 1979[3] It influenced the hotel
classification in Austria and Germany.[3]The formal hotel classification of the DEHOGA (German
Hotel and Restaurant Association) started on August 1, 1996 and proved very successful with 80%
of guests citing the hotel stars as the main criteria in hotel selection.[4] This implementation
influenced the creation of a common European Hotelstars rating system that started in 2010 (see
below).
In France, the rating is defined by the public tourist board Atout France using a four-star system
(plus "L" for Luxus) which has changed to a five-star system from 2009 on.[5] In South Africa,
the Tourist Grading Council of South Africa has strict rules for a hotel types granting up to 5 stars. In
India, the classification of hotels is based on two categories such as "Star" and "Heritage". Hotels in
India are classified by Hotel and Restaurant Association Classification Committee (HRACC), Ministry
of Tourism, India.[6] In New Zealand, hotels and other tourism services are graded by Qualmark,
which is owned by Tourism New Zealand, a government organisation.[7]
Hotel classifications by country[edit]
Australia[edit]
In Australia the independent accommodation rating scheme and Star Rating trademarks (the 'stars')
are owned by the Australian Auto Clubs – the NRMA, RACV, RACQ, RAC, RAA and RACT. A Star
Rating represents the quality and condition of guest facilities and is determined by more than 200
criteria that have been ranked by Australian travellers according to what's important to them. Star
Ratings are awarded to properties across six accommodation types – hotels, motels, serviced
apartments, self-catering, hosted accommodation and caravan-holiday parks – following a physical
inspection by qualified reviewers.
In 2015 Star Ratings Australia became one of the first independent accommodation classification
systems in the world to incorporate a consumer 'voice'. An exclusive Travellers' Rating is presented
in parallel to the independent Star Rating and is an aggregate of past guest ratings and reviews from
more than 100 websites in 45 different languages. A property must have a minimum of 25 reviews
(across all sites) to produce an aggregate Travellers' Rating. Weighting applies to the popularity of
the source site and the date of the last guest review. The William Angliss Institute in Melbourne has
developed an independent benchmarking framework to show if a property has met or exceeded
guest expectations.
Star Ratings in Australia stand for independently reviewed quality standards and are easily defined:
On 28 Feb 17, Michael Reed CEO Australian Motoring Services, advised clients via email of the
closure of Star Ratings Australia effective from mid 2017.
Australia's star ratings have been operating since the 1950s first with the state based automobile
clubs, than about 10 years ago with AAA Tourism as a peak body. However the booking service in
the motoring clubs was not continued and later the annual accommodation guide book ceased to be
printed with the accommodation guide going on-line. Finally AAA Tourism closed a few years ago
and Star Ratings Australia continued the inspection and star rating service only as well as the
accommodation website. Reed asked clients to remove star rating and automobile club logos from
their accommodation and promotional information by mid year. Competition from international
websites lead to its demise.

Star
Overview of Criteria according to Star Ratings Australia
Rating

Properties that typify luxury across all areas of operation. Guests will enjoy an extensive range of
facilities and comprehensive or highly personalised services. Properties at this level will display
excellent design quality and attention to detail.

Properties which achieve a deluxe guest experience. A wide range of facilities and superior design
qualities are typically complemented by service standards that reflect the varied and discerning
needs of the guest.

Properties that deliver a broad range of amenities that exceed above-average accommodation needs.
Good quality service, design and physical attributes are typically fit for purpose to match guest
expectations.

Properties that focus on the needs of price conscious travellers. Services and guest facilities are
typically limited to keep room rates affordable and competitive but may be available upon request
or fee-based.

Properties that offer budget facilities without compromising cleanliness or guest security. Guests
may access fee-based services or facilities upon request.

Half-star ratings indicate modest improvements in the quality and condition of guest facilities.
Great Britain[edit]
In Great Britain hotels are rated from one-star to five stars. The RAC pulled out of accommodation
grading in 2008 so the only grading schemes in operation are those operated by the AA (Automobile
Association) and the national tourist boards: Visit England, Visit Wales, the Scottish Tourist Board
and the Northern Ireland Tourist Board. The schemes were all 'harmonised' to ensure consistency
between the schemes. This applies to all accommodation types apart from self-catering that the AA
started offering in 2009. The AA criteria are available on its website.[8][9] In addition to the usual black
stars (ranging from one (the lowest) to five (the highest), the AA awards red stars to the highest-
rated, which are deemed 'Inspectors' Choice'. Each of the national tourist boards have grading
explanations on their web sites.
Philippines[edit]
In the Philippines, the Department of Tourism has an accreditation system for hotels, apartment
hotels and resorts. The current system which uses a "star system" which rates establishments from
1 to 5 stars was adopted in 2012.[10] The rating of the aforementioned facilities are determined
through a points system. Hotels, apartment hotels, and resorts are graded according to their service,
facility quality and condition, and business practices. The Department of Tourism classifies the
criteria used into seven dimensions or "business area" namely: Arrival & Departure, Public Areas,
Bedrooms, Food & Beverage, Lounge Area, Kitchen Area, Amenities, and Business Practices, all
common to the three categories except Kitchen and Lounge Area which is only applicable to
apartment hotels. 1,000 points is the maximum number of points an establishment can attain.[11]

Department of Tourism (DOT) Star Grading System

For Hotels, Resorts and Apartment Hotels[12]

Corresponding
Rating Summary
Points

Unranked 0–250 N/A

251–400 Has limited facilities and services. Appeals to "budget minded" tourists.

Appeals to tourists looking for more than basic accommodation. Has

401–550
expanded facilities and "higher level" of comfort.

Accommodation is deemed "very good". More spacious public areas and

551–700
higher quality facilities and a greater variety of services.

"Up-scale in all areas" and accommodation is "refined and stylish". Service is

701–850
deemed responsive, and has an extensive array of facilities.
 Reflects characteristics of "luxury and sophistication". Facilities are deemed
851–1000 "world class in every manner" and services are deemed meticulous and
"exceeding all guests' expectations".

European Hotelstars Union[edit]

The HOTREC (Hotels, Restaurants & Cafés in Europe) is an umbrella organization for 39
associations from 24 European countries. At a conference in Bergen in 2004, the partners drafted a
hotel classification system in order to harmonize their national standards. In 2007 HOTREC
launched the European Hospitality Quality scheme (EHQ) which has since accredited the existing
national inspection bodies for hotel rating.
Under the patronage of HOTREC, the hotel associations of Austria, Czech Republic, Germany,
Hungary, Netherlands, Sweden and Switzerland created the Hotelstars Union.[13] On 14 September
2009, the Hotelstars Union classification system was established at a conference in Prague. This
system became effective in these countries in January 2010, with the exception of Hungary,
Switzerland and the Netherlands, who have chosen later dates for the change. Later more countries
have joined the HOTREC hotelstars system: Estonia (2011), Latvia (2011), Lithuania (2011),
Luxembourg (2011), Malta (2012), Belgium (2013), Denmark (2013) and Greece (2013).
The European Hotelstars Union system is based on the earlier German hotelstars system that had
widely influenced the hotel classifications in central Europe, with five stars and a Superior mark to
flag extras. Instead of a strict minimum in room size and required shower facilities (e.g. a bath tub in
a four-star hotel) there is a catalogue of criteria with 21 qualifications encompassing 270 elements,
where some are mandatory for a star and others optional. The main criteria are in quality
management, wellness and sleeping accommodation.[14] In the catalogue of criteria each entry is
associated with a number of points – each Hotelstars level requires a minimal sum of points besides
some criteria being obligatory for the level.[15] The minimum requirement for the Superior flag requires
the same sum of points as for the next Hotelstars level which however was not awarded due to at
least one obligatory requirement being left out.[15]
For hotels with three to five stars, the Hotelstars Union will use "mystery guests" to check the service
quality regularly.

Hotelstar Excerpt of the catalogue of criteria

 100% of the rooms with shower/WC or bath tub/WC

 Daily room cleaning
 100% of the rooms with colour-TV together with remote control
 Table and chair
 Soap or body wash
Tourist  Reception service
 Facsimile at the reception
 Publicly available telephone for guests
 Extended breakfast
 Beverage offer in the hotel
 Deposit possibility
The Superior flag is provided when the additional service and accommodation provisions
Superior
are not sufficient for the next Hotelstar. The bathroom facilities are usually at the same
Tourist
level as for two stars hotels but built from cheaper materials. The cost for regular
 inspection by independent associations is waived as well.
In addition to the single star (*) hotels:

 Breakfast buffet
 Reading light next to the bed
Standard  Bath essence or shower gel
 Bath towels
 Linen shelves
 Offer of sanitary products (e.g. toothbrush, toothpaste, shaving kit)
 Credit Cards
The Superior flag is provided when the additional service and accommodation provisions
are not sufficient for the next Hotelstar. The Standard-Superior does usually offer the
Superior
same service level as three-star hotels but the interiors of the hotel are smaller and
Standard
cheaper so that the three stars were not to be awarded by the inspection body. A two-star
superior does not require mystery guesting.
In addition to the standard star (**) hotels:

 Reception opened 14 hours, accessible by phone 24 hours from inside and outside,
bilingual staff (e.g. German/English)
 Three piece suite at the reception, luggage service
 Beverage offer in the room
Comfort  Telephone in the room
 Internet access in the room or in the public area
 Heating facility in the bathroom, hair-dryer, cleansing tissue
 Dressing mirror, place to put the luggage/suitcase
 Sewing kit, shoe polish utensils, laundry and ironing service
 Additional pillow and additional blanket on demand
 Systematic complaint management system
The Superior flag is provided when the additional service and accommodation provisions
Superior
are not sufficient for the next Hotelstar. The accommodation facilities for a superior hotel
Comfort
need to be on a modern level and fully renovated which is checked regularly.
In addition to the comfort star (***) hotels:

 Reception opened 18 hours, accessible by phone 24 hours from inside and outside
 Lobby with seats and beverage service
 Breakfast buffet or breakfast menu card via room service
 Minibar or 24 hours beverages via room service
First Class
 Upholstered chair/couch with side table
 Bath robe and slippers on demand
 Cosmetic products (e.g. shower cap, nail file, cotton swabs), vanity mirror, tray of a
large scale in the bathroom
 Internet access and internet terminal
 "À la carte"-restaurant