FEATURE
|
EXPERT ADVICE
Which stars matter
when booking a hotel?
W
ith a world of information at our help of a number of UK tourist boards, There’s also a minimum requirement for
fingertips, or more accurately, which increased the maximum rating to cleanliness, with the AA stating that there
on our smartphones, people are five stars. Plus, in 1956, the AA introduced must be ‘a high standard of cleanliness
researching every facet of a product or an additional Rosette Award scheme maintained throughout the property’
service before committing to parting with to ‘assess the quality of food served in regardless of star level — cleanliness is not
their cash. It’s not just fashion and home restaurants and hotels’. expected to vary between star level.
either — according to the Path to Purchase UK HOTEL STAR RATING FROM THE AA THE DIFFERENT LEVELS
report by TripAdvisor, 74% of hotel Basic cover Once the basics are covered, the leaps
purchasers check TripAdvisor and 33% of There is a basic level of requirements between star levels is much more obvious.
people around the world visit travel sites as needed for a hotel to be accepted into the For example, where a one-star hotel is
part of their booking process. AA’s rating system. These include: Public required to offer an iron and ironing board,
liability insurance, Fire risk assessment, a five-star hotel is expected to offer 24-
too. We have review platforms, bloggers’ Licensing compliance Safety and security hour return laundry service. A one-star
reviews, YouTube reviews, star systems, minimum requirements. hotel can verbally explain the breakfast
tour operator’s review systems…but which 1. This includes staff to be on site and on menu, where a two-star hotel must have
one do we trust the most? Do star ratings call 24-hours a day, printed instructions a clean, well-presented menu provided
have as much impact now as they did in for emergencies in the night and for for breakfast items. But then for dinner
the past, or do we put more value in real evacuation procedures in every bedroom provisions, both one and two-star hotels
décor we’re checking out the reviews of
And there’s plenty to find out there
guest experiences?
WHY WE HAVE A STAR-RATING
2. Symbols, diagrams, and multilingual
(as well as three and four) all need to
emergency notices in every bedroom serve dinner at a specific time advertised,
3. Registered guests should have access communicate if no dinner is provided, and
SYSTEM IN HOSPITALITY to the hotel at all times, with the hotel can provide a self-service buffet. The only
The star-rating system was once the only entrance illuminated in the dark and difference in dinner requirements is for
way guests could get a feel for a room identifiable. Lighting in all public areas, five-star hotels, which need to provide all
stairways, and landings courses, served to guests at their table.
before booking. The star system used to
be quite simple and, without the digital 4. Telephone access 24-hours a day
word of mouth, really the only information 5. A key or card for guests to lock bedroom
guests had to go on. Now, the star system
is as varied and unsettled as they come,
doors inside and out, and security outlined in the full document, which can be
fittings on windows accessed here. But just how relevant is it in
with hotels claiming everything from five to 6. Hotel Proprietors Act compliance
ten stars instead of the traditional rating. 7. Data Protection Act/GDPR compliance
Essentially, a hotel in Berlin might not give 8. The Consumer Protection from Unfair
you same level of service as a hotel in
That’s not all. There’s a huge level of
detail for the requirements of each level
Trading Regulations 2008 compliance
this digital age?
THE ISSUE WITH THE STAR SYSTEM
The major problem is there’s no global
Jesmond even if both hotels have the same 9. Food safety/hygiene compliance star-rating system. Other countries run
number of stars. This is down to the fact 10. Health and safety compliance their own systems, with some having
that there is no global star rating system. 11. Planning compliance multiple different boards with their own
12. Equality Act 2010 compliance star systems. Some hotels might even give
The UK’s star-rating system was
introduced back in 1912 by the AA in order
Plus, there’s a minimum requirement
themselves their own ‘unofficial’ star rating.
to make hotel standards clear. Back then, of maintenance expected from a hotel Then, there’s the matter of tour operators
the maximum number of stars was three. entering the AA star system. This covers running their own star rating system, which
It wasn’t until 2006 that the AA developed fixtures, electrics, and gas equipment in can make four-star hotels look like five-star
the Common Quality Standards with the the building being clean and fit for purpose. hotels to unsuspecting bookers.
18
www.hotelowner.co.uk
February 2019