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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 have 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 rating 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 systemsand rest heavily on the facilities provided[ clarification needed ]. Some consider this assessment method disadvantageous to smaller hotels, whose quality of accommodation could fall into one class but whose lack of an item such as an elevator would prevent it from reaching a higher categorization. [2]
![]() | This section may be confusing or unclear to readers. In particular, what is the difference between a "type" and a "standard"?.(July 2018) |
The more common classification systems include "monkey" 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 standards.[ by whom? ]
Some countries have rating by a single public standard; Belgium, Denmark, Greece, Italy, Malta, Netherlands, Portugal, Spain and Hungary all 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 classifications are:
Tourist (★) | Standard (★★) | Comfort (★★★) | First Class (★★★★) | Luxury (★★★★★)
The "Superior" mark is 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 1 August 1996 and proved 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]
Historically, luxury hotels have used the membership in The Leading Hotels of the World to document regular inspection on an additional level.[ citation needed ] This organization was formed in 1928 and reorganized in 1971, introducing a worldwide inspection service.
In Australia, the industry accommodation rating scheme and Star Rating trademarks, known as Star Ratings Australia, are owned by the Australian Tourism Industry Council. A Star Rating represents the quality and condition of guest facilities which is determined by 200 criteria. [8] Star Ratings are awarded to hotels, motels, serviced apartments, self-catering, hosted accommodation and caravan-holiday parks. The scheme uses physical visits, reviews and mystery guest stays to make their accreditation on the accommodation's ratings.
Australia's star ratings have been operating since the 1950s as both an accreditation as well as a booking service. It was first owned by the state based automobile clubs including NRMA, RACV, RACQ, RAC, RAA and RACT. It was then organized by the Australian Automobile Association Tourism (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 online. AAA Tourism closed in 2013, but Star Ratings Australia continued as an inspection and star rating service only, as well as an accommodation website. [9]
In 2015 Star Ratings Australia became one of the first independent accommodation classification systems in the world to incorporate a consumer 'voice'. Their website also shows a Travellers' Rating which 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. The rating is shown as a 10 point score. Weighting applies to the popularity of the source site and the date of the last guest review. The William Angliss Institute in Melbourne developed an independent benchmarking framework to show if a property has met or exceeded guest expectations.
On 28 February 2017, Michael Reed, CEO of Australian Motoring Services, advised clients of the closure of Star Ratings Australia brand and asked to remove star rating and automobile club logos from their accommodation and promotional information by June 2017. It was said that competition from online travel agencies such as TripAdvisor and their customer rating system led to its demise. [10] [11]
The brand was then transferred to the Australian Tourism Industry Council. In early 2019, Star Ratings were rebranded under the council's "Quality Tourism" Accreditation Program. [12]
Star Ratings in Australia stand for independently reviewed quality standards and are defined as such:
In the United Kingdom 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. [13] 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.
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. [14] 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. [15]
Rating | Corresponding points | Summary |
---|---|---|
Unranked | 0–250 | — |
251–400 | Has limited facilities and services. Appeals to "budget minded" tourists. | |
401–550 | Appeals to tourists looking for more than basic accommodation. Has expanded facilities and "higher level" of comfort. | |
551–700 | Accommodation is deemed "very good". More spacious public areas and higher quality facilities and a greater variety of services. | |
701–850 | "Up-scale in all areas" and accommodation is "refined and stylish". Service is deemed responsive, and has an extensive array of facilities. | |
851–1000 | Reflects characteristics of "luxury and sophistication". Facilities are deemed "world class in every manner" and services are deemed meticulous and "exceeding all guests' expectations". |
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. [17] 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), Greece (2013), Liechtenstein (2015), Slovenia (2017), Azerbaijan (2020) and Georgia (2021). [18]
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 7 qualification areas encompassing 247 elements, where some are mandatory for a star and others optional. The main criteria are in quality management, wellness and sleeping accommodation. 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. 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. [19]
For hotels with three to five stars, the Hotelstars Union will use "mystery guests" to check the service quality regularly.
Hotelstar | Mandatory criteria [20] | |
---|---|---|
Tourist |
| |
Superior Tourist | The Superior flag is provided when the additional service and accommodation provisions are not sufficient for the next Hotelstar. The bathroom facilities are usually at the same level as for two stars hotels but built from cheaper materials. The cost for regular inspection by independent associations is waived as well. | |
Standard | In addition to the single star (★) hotels:
| |
Superior Standard | 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 same service level as three-star hotels but the interiors of the hotel are smaller and cheaper so that the three stars were not to be awarded by the inspection body. A two-star superior does not require mystery guesting. | |
Comfort | In addition to the standard star (★★) hotels:
| |
Superior Comfort | The Superior flag is provided when the additional service and accommodation provisions are not sufficient for the next Hotelstar. The accommodation facilities for a superior hotel need to be on a modern level and fully renovated which is checked regularly. | |
First Class | In addition to the comfort star (★★★) hotels:
| |
First Class Superior | The Superior flag is provided when the first class hotel has a proven high quality not only in the rooms. The superior hotels provide for additional facilities in the hotel like a sauna or a workout room. The quality is checked regularly by mystery guesting of an external inspection service. | |
Luxury | In addition to the first class (★★★★) hotels:
| |
Superior Luxury | The Luxury star hotels need to attain high expectations of an international guest service. The Superior Luxury star is only awarded with a system of intensive guest care. |
![]() | This section needs to be updated.(June 2012) |
There is so far no international classification which has been adopted. There have been attempts at unifying the classification system so that it becomes an internationally recognized and a reliable standard, but they have all failed.
It has been considered that, as it has been the case in other areas (e.g. international accounting standards), hotel classification standards should result from a private and independent initiative. This may be the case of the World Hotel Rating (WHR) project, which notably aims to set international classification standards and rating criteria along the lines of a world star-rating system. It will also establish an information platform on the hotel industry that will be multilingual and multicultural. WHR intends to play a key role in the development of quality hotel services, as well as equitable and sustainable tourism, and the protection of the world's cultural and natural heritage. In addition, WHR will develop labels to promote hotels distinguished by specific features, such as a family and child-friendly disposition. A test period was scheduled for 2010.
Some hotels have been advertised as seven-star hotels. The Burj Al Arab hotel in Dubai, opened in 1998 with a butler for every room, was the first hotel widely described as a "seven-star" property. The hotel says the label originates from an unnamed British journalist on a press visit and that they neither encourage the term's use nor do they use it in their advertising. Similarly the Emirates Palace Hotel in Abu Dhabi (open since 2005) is sometimes described as seven star, but the hotel uses only a five star rating.
The Galleria in Milan, Italy was opened in 2007 and claims to have a seven star certificate from SGS Italy2008. [21] However the SGS Italy (not the official tourism agency) only has five stars in the general hotel stars categorization, with the full title of the certificate being left unknown, just as the renewal process is unknown. Overall, as no traditional organization or formal body awards or recognizes any rating over five-star deluxe; [22] such claims are predominantly used for advertising purposes.
In recent years, alternative hotel ratings are starting to appear in an effort to promote sustainability or cultural diversity in international tourism. [23]
Green Key International is a voluntary eco-classification awarded to around 2,900 hotels and other establishments in 57 countries by the Foundation for Environmental Education. [24]
Green Key Global is a voluntary eco-classification awarded to around 1,850 hotels and venues in 15 countries. [25] In 2009, Fairmont Hotels & Resorts joined the Green Key Global program. [26]
Green Globe is a certification for sustainable tourism. Membership is reserved for companies and organizations who are committed to making positive contributions to the planet. [27] The Green Building Initiative (GBI) acquired the U.S. rights to the Canadian Green Globes building assessment and certification for the program in 2004 and adapted it for the U.S. market.
Salam Standard is a classification system for Muslim-friendly hotels. [28] Hotels can get certified based on certain Muslim-friendly criteria such as offering prayer mats, removing alcohol from the room and offering halal restaurant recommendations; it is divided into 4 tiers (bronze, silver, gold and platinum). [29] Archipelago Hotels, Indonesia's biggest hospitality firm, is a prominent member of the Salam Standard system. [30]
The advancement of technology and internet connectivity has caused shifts in the way hotel guests book their accommodations. In the past, official hotel ratings were the primary factor in booking a hotel, but now, modern consumers also rely on the opinions of previous guests as expressed in online reviews. These reviews, based on personal experiences, have become increasingly important for other travellers when considering where to stay. [31] "In today’s world, consumers rely heavily on online information when making purchasing decisions, be it for a new smartphone or the next holiday resort. When shopping for an online accommodation product, more than half of European consumers said that they are influenced by online customer reviews and online ratings, while just one-fifth of consumers see themselves as insusceptible to such reviews and ratings. Two in five European consumers also regard star ratings as an influencing factor when booking hotel rooms, whereas for about one in three consumers, star ratings don’t play a role." [32]
A hotel is an establishment that provides paid lodging on a short-term basis. Facilities provided inside a hotel room may range from a modest-quality mattress in a small room to large suites with bigger, higher-quality beds, a dresser, a refrigerator, and other kitchen facilities, upholstered chairs, a television, and en-suite bathrooms. Small, lower-priced hotels may offer only the most basic guest services and facilities. Larger, higher-priced hotels may provide additional guest facilities such as a swimming pool, a business center with computers, printers, and other office equipment, childcare, conference and event facilities, tennis or basketball courts, gymnasium, restaurants, day spa, and social function services. Hotel rooms are usually numbered to allow guests to identify their room. Some boutique, high-end hotels have custom decorated rooms. Some hotels offer meals as part of a room and board arrangement. In Japan, capsule hotels provide a tiny room suitable only for sleeping and shared bathroom facilities.
Ecotourism is a form of tourism marketed as "responsible" travel to natural areas, conserving the environment, and improving the well-being of the local people. The stated purpose may be to educate the traveler, to provide funds for ecological conservation, to directly benefit the economic development and political empowerment of local communities, or to foster respect for different cultures and human rights.
Bed and breakfast is a small lodging establishment that offers overnight accommodation and breakfast. In addition, a B&B sometimes has the hosts living in the house.
Energy Star is a program run by the U.S. Environmental Protection Agency (EPA) and U.S. Department of Energy (DOE) that promotes energy efficiency. The program provides information on the energy consumption of products and devices using different standardized methods. The Energy Star label is found on more than 75 different certified product categories, homes, commercial buildings, and industrial plants. In the United States, the Energy Star label is also shown on the Energy Guide appliance label of qualifying products.
Starratings are a type of rating scale using a star glyph or similar typographical symbol. It is used by reviewers for ranking things such as films, TV shows, restaurants, and hotels. For example, a system of one to five stars is commonly used in hotel ratings, with five stars being the highest rating.
Ecolabels and Green Stickers are labeling systems for food and consumer products. The use of ecolabels is voluntary, whereas green stickers are mandated by law; for example, in North America major appliances and automobiles use Energy Star. They are a form of sustainability measurement directed at consumers, intended to make it easy to take environmental concerns into account when shopping. Some labels quantify pollution or energy consumption by way of index scores or units of measurement, while others assert compliance with a set of practices or minimum requirements for sustainability or reduction of harm to the environment. Many ecolabels are focused on minimising the negative ecological impacts of primary production or resource extraction in a given sector or commodity through a set of good practices that are captured in a sustainability standard. Through a verification process, usually referred to as "certification", a farm, forest, fishery, or mine can show that it complies with a standard and earn the right to sell its products as certified through the supply chain, often resulting in a consumer-facing ecolabel.
The conservation status of a group of organisms indicates whether the group still exists and how likely the group is to become extinct in the near future. Many factors are taken into account when assessing conservation status: not simply the number of individuals remaining, but the overall increase or decrease in the population over time, breeding success rates, and known threats. Various systems of conservation status are in use at international, multi-country, national and local levels, as well as for consumer use such as sustainable seafood advisory lists and certification. The two international systems are by the International Union for Conservation of Nature (IUCN) and The Convention on International Trade in Endangered Species of Wild Fauna and Flora (CITES).
Restaurant ratings identify restaurants according to their quality, using notations such as stars or other symbols, or numbers. Stars are a familiar and popular symbol, with scales of one to three or five stars commonly used. Ratings appear in guide books as well as in the media, typically in newspapers, lifestyle magazines and webzines. Websites featuring consumer-written reviews and ratings are increasingly popular, but are far less reliable.
Product certification or product qualification is the process of certifying that a certain product has passed performance tests and quality assurance tests, and meets qualification criteria stipulated in contracts, regulations, or specifications.
The Nationwide House Energy Rating Scheme (NatHERS) is an Australian scheme to measure the energy efficiency of a residential dwelling. An accredited software tool assesses the home based on a variety of criteria and produces an energy star rating.
VisitScotland, formerly the Scottish Tourist Board, is a national tourism organisation for Scotland. It is an executive non-departmental public body of the Scottish Government, with offices in Edinburgh, Glasgow, Aberdeen, Inverness, and other parts of Scotland.
The Hong Kong Tourism Board (HKTB) is a Government-subverted body founded in 2001. The HKTB replaced the Hong Kong Tourist Association (HKTA) that was established in 1957. It has 15 branch offices and representative offices in 6 markets around the world, and its primary mission is to maximize the social and economic contribution that tourism makes to the community of Hong Kong and consolidate the city's position as a desired destination. The HKTA works with the Government, travel industry and other partners to market and promote Hong Kong worldwide, improving the range and quality of visitor facilities, tourism service standards and enhancing the experiences of visitors.
Due to the near-universal desire for safe, effective, and high quality healthcare, there is a growing interest in international healthcare accreditation. Providing healthcare, especially of an adequate standard, is a complex and challenging process. Healthcare is a vital and pervasive issue; it influences all aspects of societies. It has medical, social, political, ethical, business, and financial ramifications. In any part of the world healthcare services can be provided either by the public sector or by the private sector, or by a combination of the two. Healthcare can be provided in hospitals or be accessed through practitioners working in the community, such as general medical practitioners and dental surgeons.
An eco hotel, or a green hotel, is an environmentally sustainable hotel or accommodation that has made important environmental improvements to its structure in order to minimize its impact on the natural environment. The basic definition of an eco-friendly hotel is an environmentally responsible lodging that follows the practices of green living. These hotels have to be certified green by an independent third-party or by the state they are located in. Traditionally, these hotels were mostly presented as ecolodges because of their location, often in jungles, and their design inspired by the use of traditional building methods applied by skilled local craftsmen in areas, such as Costa Rica and Indonesia.
Halal tourism is a subcategory of tourism which is geared towards Muslim families who abide by rules of Islam. The hotels in such destinations do not serve alcohol, have separate swimming pools and spa facilities for men and women, serve only halal foods, and have prayer facilities in-room and in a common hall. Travel agents, while designing travel packages for this, follow guidelines of halal. Malaysia, Turkey and many more countries offer facilities in accordance with the religious beliefs of Muslim tourists in order to attract more customers. Currently, there exist no internationally recognized standards on Halal tourism.
The Association of Independent Tour Operators (AITO), operating as AITO – The Specialist Travel Association, is a British-based travel industry trade group established in 1976 that represents around 120 specialist and independent tour operators. Members of AITO operate in over 170 countries including the UK, with activities spanning a range of interests including adventure, city break, culture, fly drive, luxury, safaris and sports.
MKG Group is a consulting and market research firm based in Paris, France. The group operates various divisions within the tourism, hotel and hospitality sector, namely monitoring global trends in supply, demand and pipeline growth, including the worldwide chain hotel brand and chain hotel group rankings, as well as conducting specialised industry research for stakeholders, private investors, developers, hoteliers, government and tourism associations, banking and financial institutions, and hedge funds.
The House Energy Rating (HER) or House Energy Rating Scheme (HERS) are worldwide standard measures of comparison by which one can evaluate the energy efficiency of a new or an existing building. The comparison is generally done for energy requirements for heating and cooling of indoor space. The energy is the main criterion considered by any international building energy rating scheme but there are some other important factors such as production of greenhouse gases emission, indoor environment quality, cost efficiency and thermal comfort, which are considered by some schemes. Basically, the energy rating of a residential building provides detailed information on the energy consumption and the relative energy efficiency of the building. Hence, HERs inform consumers about the relative energy efficiency of homes and encourage them to use this information in making their house purchase decision.
The Oriental Hotel Leyte, also known as The Oriental Leyte, is a defunct hotel in the town of Palo in Leyte, Philippines. It was the only four-star rated hotel in the Eastern Visayas according to the Department of Tourism's National Accommodation Standards at the time of its operation.
Hotelleriesuisse is the Employers' organization of the Swiss accommodation industry and represents the interests of accommodation establishments in Switzerland.
Am 1. August 2006 feiert die Deutsche Hotelklassifizierung ihr zehnjähriges Bestehen." – "80 Prozent der Gäste geben an, dass die Sterne Hauptkriterium bei der Hotelauswahl sind, denn sie bieten Transparenz und Sicherheit