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for AA Recognised Hotels
1.0 1.1. 1.1.1 1.1.2 1.1.3 GENERAL OVERVIEW INTRODUCTION Serviced Accommodation AA Quality Standards Dispensations 1 1 1 1 1 2.2.4 2.2.5 1.2 DETERMINING THE STAR RATING 1 2.2 2.2.1 2.2.2 2.2.3 SERVICES Staff Appearance Reservations, Prices and Billing Reception – Staff Availability for Guest Arrival and Departure Luggage Handling Other – Reception / Concierge / Housekeeping Services 11 11 11 13 13 15
1.3 1.3.1 1.3.2 1.3.3 1.3.4 1.3.5
QUALITY Quality Assessment Quality Terminology What is Quality The Quality Score Quality Bands
1 1 1 1 2 2
2.3 2.3.1 2.3.2 2.3.3 2.3.4
ALL MEALS – DINING QUALITY AND INFORMATION Dining Provision Restaurant Ownership Tables / Table Appointment Meal Service – Staff
15 15 17 17 17
1.4 1.4.1 1.4.2
SUB CATEGORIES/DESIGNATORS Types of Sub Categories / Designators General Description
2 2 2
2.4 2.4.1 2.4.2 2.4.3 2.4.4
BREAKFAST Provision Breakfast Times Pricing Menu Range of Dishes Food Quality Style of Service
19 19 19 19 19 19 19 21
1.5 1.5.1 1.5.2 1.5.3 1.5.4 1.5.5
KEY REQUIREMENTS AT EACH RATING LEVEL One Star Two Star Three Star Four Star Five Star
3 3 3 4 4 4
2.4.5 2.4.6 2.4.7
2.5 2.5.1 2.5.2 2.5.3 2.5.4 2.5.5 2.5.6 2.5.7 2.5.8 2.5.9 2.5.10 2.5.11 2.5.12
OTHER MEALS Dinner – Hours of Service Range of Dishes Menu and Pricing Food Quality Style of Service Wine and Wine Service Alcoholic Drink Services / Licences Lunch Service Light Refreshments, Snacks and Afternoon Teas Room Service – Provision Room Service – Service and Presentation Room Service – Breakfast
21 21 21 23 23 23 23 23 25 25 25 25 27
2.1. 2.1.1 2.1.2 2.1.3 2.1.4 2.1.5 2.1.6 2.1.7 2.1.8 2.1.9
OVERALL STANDARDS Statutory Obligations Safety and Security Maintenance Cleanliness Physical Quality Hospitality Services Opening Guest Access
5 5 5 7 7 7 9 9 9 9
2.6 2.6.1 2.6.2 2.6.3 2.6.4 2.6.5 2.6.6 2.6.7 2.6.8 2.6.9 2.6.10 2.6.11 2.6.12 2.6.13 2.6.14 2.6.15 2.6.16 2.6.17 2.6.18 2.6.19
BEDROOMS Provision General Quality Housekeeping Size and Spaciousness Suites Bed Size – Quality Bed Access Bedding Requirements Bedding Quality Décor – Walls, Ceilings and Paintwork Heating and Temperature Control Lighting Windows Window Coverings Flooring Furniture, Soft Furnishings and Fittings Tables Clothes and Luggage Storage Seating
27 27 27 29 31 31 33 33 33 35 35 35 35 37 37 37 37 39 39 39 41 41 41 43 43 43 45 45
2.8 2.8.1 2.8.2 2.8.3 2.8.4 2.8.5 2.8.6 2.8.7 2.8.8
PUBLIC AREAS General Quality – All Public Areas Lighting, Heating and Ventilation Reception Areas / Lobby Bar, Lounge, Sitting Areas and Restaurants Other Public Areas including Corridors and Staircases Lifts Public Telephones Public Area WCs
53 53 53 53 55 55 55 57 57
2.6.20 Mirrors 2.6.21 Beverage Making Facilities 2.6.22 In-Room Entertainment 2.6.23 Communication and Business Services 2.6.24 Telephone Charges 2.6.25 Hairdryer 2.6.26 In-Room Information 2.6.27 Miscellaneous
EN-SUITE BATHROOM AND SHOWER ROOMS OR PRIVATE FACILITIES Provision General Quality Room Size Water Supply Equipment in En-Suite and Private Facilities Lighting, Heating and Ventilation Towels and Toiletries
47 47 47 47 49 49 51 51
2.7.1 2.7.2 2.7.3 2.7.4 2.7.5 2.7.6 2.7.7
5) • The relevant standard of quality in the key areas of cleanliness. This is further improved by how usable the guest finds the room and its contents. bedrooms. Research indicates that quality is of key importance but visitors also expect the level of services and range of facilities in hotels to increase at each Star rating level. bedrooms and bathrooms.1 1.cleanliness.g. bathrooms and food must also be met.3 1. Your rating will be the same whichever organisation carries out your assessment. service. 1.3 the wide variety of quality elements that can be included – for example. 1.1.0 GENERAL OVERVIEW 1. food.2 DETERMINING THE STAR RATING An establishment will need to satisfy three elements to reach a particular star rating: • • All relevant Requirements must be met. What is Quality? When we are assessing quality we take into account the following: • Intrinsic quality – the inherent value of an item. 1. You will only be eligible for special AA Awards e.2 AA Quality Standards for Hotels The AA Standards in this booklet are identical to those that will be applied by VisitBritain. • Budget Hotel (e. each organisation will award you the same Star rating. Any establishment operating with the word ‘hotel’ as part of their business name will be assessed using the hotel requirements listed in this booklet. Any exceptions will need a proportional increase in quality in other areas to compensate for the area where an exception is sought.1.1 QUALITY Quality Assessment There are five levels of quality ranging from One to Five Stars.3.3. VisitScotland and Wales Tourist Board for assessing 1. style. These standards indicate typical consumer expectations of each star level. to signify ascending levels of quality in broad terms only. Inns etc) – informal accommodation with limited service. service. • Guests’ choice and ease of use – the guest experience is enhanced through choice – be it the choice of beverages in his/her room or the choice of room temperature.3 1. B&Bs.3. Dispensations Dispensations for certain individual requirements within these AA Quality Standards may be given as long as all the remaining requirements and quality levels for that rating are met or exceeded.1. Is it fit for the purpose? • Physical and personal comfort – does the quality of an item detract in any way from the comfort of the user? • Attention to detail – the evident care taken to ensure that the guest experience is special and of the same high standards for all. The overall percentage score for quality must reach the appropriate band (see section 1. budget lodge style) – uniform accommodation with limited service. AA Hotel of the Year. If you choose to be assessed by more than one organisation. roadside.1. 1. 1. Rosettes for food etc if you choose to obtain your rating through annual AA inspection. ‘very good’ etc. This booklet describes the requirements for the Quality Standards for Hotels.g. which can range from traditional to minimalist.1. To obtain a higher Star rating a progressively higher quality and range of services and physical facilities should be provided across all areas with particular emphasis in five key areas . This flexibility will be considered on a case-by-case basis.3.g. • Condition – the maintenance and appearance of an item. They are neither prescriptive nor definitive because we recognise 01 .2 Quality Terminology We use phrases such as ‘good’.1 INTRODUCTION Serviced Accommodation Serviced accommodation in Britain is broadly divided into three categories • Hotels – formal accommodation with full service • Guest Accommodation (e.2 continued the quality of serviced accommodation in Britain.
High staff-to-guest ratio. Smaller hotels with a maximum of 20 bedrooms. High quality town / city centre properties of individual and distinctive style with a maximum of 50 rooms.4. The Quality Score When AA inspectors visit your property. A country house hotel with ample grounds or gardens.3 QUALITY continued • Presentation – the way the room and its contents are presented for guests’ arrival and during their stay.5 Quality Bands One Star Two Star Three Star Four Star Five Star 30 – 46% 47 – 54% 55 – 69% 70 – 84% 85 – 100% 1. in a rural or semirural situation with an emphasis on peace and quiet. They will be personally run by the proprietor and are likely to have limited function business.4 SUB CATEGORIES / DESIGNATORS Types of Sub Categories / Designators and General Descriptons All hotels will be positioned in one of the following descriptive sub categories.3. Public areas may be limited. These have been developed to help consumers understand more clearly the different types of hotels available in Britain. Minimum six guest bedrooms but more likely in excess of 20. 1. A town / city hotel providing full hotel services with the exception of dinner. Possibly no dinner served but room service available instead. Hotels in each of these sub categories need to fulfil all hotel requirements detailed in this booklet with the exception of Metro Hotels where provision of dinner is not a requirement.2 Sub Category / Designator Hotel General Description Formal accommodation with full service. they will evaluate and give a quality score to all aspects of the accommodation and service. Based on this score.1. The total of all these scores establishes an overall percentage score for quality.4 1.0 GENERAL OVERVIEW 1. establishments will be given an overall quality rating on a scale of One to Five Stars.3. 1.1 1.3 1. Country House Hotel Small Hotel Town House Hotel Metro Hotel 02 . based on the chart below. Within easy walking distance of a range of places to eat.4.3.
All areas of operation should meet the minimum standards for cleanliness. maintenance and hospitality as well as the minimum standards for the quality of physical facilities and delivery of services. have access to the hotel at all times. A dining room / restaurant or similar eating area serving evening meals at least seven days a week. 100% of bedrooms with en-suite or with private facilities. (To be in place by 1 January 2008).2 The key requirements for achieving a Two Star rating.1 The key requirements for achieving a One Star hotel rating are: • • A minimum of six letting bedrooms. A dining room / restaurant or similar eating area serving a cooked breakfast seven days a week. on every day open. A clearly designated reception facility. A dining room / restaurant or similar eating area serving evening meals at least five days a week – unless the hotel is designated a Metro Hotel. the level of service and facilities appropriate to its star rating.1. and for the quality of physical facilities and delivery of services.5. Hotel open seven days a week during its operating season providing. in addition to the requirements for One Star are: • All areas of operation should meet the Two Star requirements for cleanliness. HH 1. Resident guests.0 GENERAL OVERVIEW 1. maintenance and hospitality.5. once registered. • • • • • • • • • • 03 .5 KEY REQUIREMENTS AT EACH RATING LEVEL One Star Two Star H 1. A bar or sitting area with a Liquor Licence. Meeting all the current statutory obligations and providing Public Liability cover. Proprietor and / or staff on site and on call to resident guests 24 hours a day. Proprietor and / or staff available during the day and evening to receive guests and provide information / services such as hot drinks and light refreshments.
and for the quality of physical facilities and delivery of services. At least one restaurant. spa etc. pro-active table service in bars and lounges and at breakfast. residents have access at all times during the day and evening (e.5. at least half of these bedrooms should have a bath. leisure. At least one restaurant. in addition to the requirements for Two Star are: • All areas of operation should meet the Three Star requirements for cleanliness. valet parking.g. table service on request at breakfast.g. open to residents and non-residents. offer of luggage assistance. Hotel open seven days a week all year. ‘concierge’ service. 24 hour room service including cooked breakfast. 24 hour room service. HHHHH 1. clearly advertised in bedrooms. All bedrooms with en-suite bathrooms and all with thermostatically controlled showers and WC. A choice of environments in public areas of sufficient size to provide generous personal space. maintenance and hospitality. full afternoon tea. Once registered. Enhanced services offered e.5. maintenance and hospitality.1. either continental breakfast or dinner. Additionally. maintenance and hospitality. All bedrooms with en-suite bathrooms. facilitated by on-duty staff. meals at lunchtime. 24 hour reception. in addition to the requirements for Three Star are: • All areas of operation should meet the Four Star requirements for cleanliness. for breakfast and dinner seven days a week. All bedrooms with en-suite bathroom with WC. open to residents and non-residents.4 The key requirements for achieving a Four Star rating. • • • • • • • • • • • • • • • • 04 . Additional facilities e.3 The key requirements for achieving a Three Star rating. for all meals seven days a week. Once registered. and for the quality of physical facilities and delivery of services. from 7am until midnight) without use of a key. HHHH 1. in addition to the requirements for Four Star are: • All areas of operation should meet the Five Star requirements for cleanliness.5 The key requirements for achieving a Five Star rating. Provision of one room service meal. and for the quality of physical facilities and delivery of services.g. Access available outside these times. escort to bedrooms. secondary dining. Room service of hot and cold drinks and light snacks (e.5. residents should have 24 hour access. Enhanced services offered e. business centre.g.0 GENERAL OVERVIEW Three Star Four Star Five Star HHH 1.g. sandwiches) during daytime and evening. bath and thermostatically controlled shower. A number of permanent luxury suites available.
2.0 DETAILED REQUIREMENTS
One Star Two Star
• As One Star
Fulfilment of all statutory obligations, where applicable, relating to: • • • • • • • • • Fire Precautions Price Display Orders Food Safety / Hygiene Licensing Health & Safety Discrimination Trade Description Data Protection Hotel Proprietors Act
We may ask proprietors to provide evidence that Public Liability Cover is being maintained and that the above requirements are being fulfilled. N.B. It is unlikely that any establishment offering accommodation to DSS residents or operating as a refuge hostel for homeless people will be eligible to participate in the scheme.
Safety and Security
Proprietor and / or staff to be on site and on call to resident guests 24 hours a day. Printed instructions, provided in the bedrooms, for summoning assistance during an emergency at night. If the proprietor lives away from the hotel, it is expected that a member of management or staff sleep on site and that their nighttime contact details are clearly advertised in every bedroom. A high degree of general safety and security, including information on evacuation procedures in the event of an emergency, to be advertised in every bedroom. Multilingual emergency procedure notices or use of symbols / diagrams clearly displayed in every bedroom. Adequate measures for the security of guests and their property.
As One Star
2.0 DETAILED REQUIREMENTS
• As One Star
• As One Star
• As One Star
As One Star
As One Star
As One Star
2.0 DETAILED REQUIREMENTS
One Star Two Star
• Buildings, their fixtures, furnishings, fittings and exterior and interior décor maintained in a quite good, clean condition.
(Minimum Entry Requirements)
Buildings, their fixtures, furnishings, fittings and exterior and interior décor maintained in a sound, clean condition and fit for the purpose intended. All electrical and gas equipment in good working order and regularly serviced to ensure guests’ safety. Monitoring procedure in place for reporting of broken / damaged items in guests’ bedrooms.
(See also Bedrooms, Bathrooms and Public Area Housekeeping)
A high standard of cleanliness maintained throughout the property. As the cleanliness of hotels at every star level is of paramount importance to the consumer, the highest standards of cleanliness are essential at every hotel and are not expected to vary between star levels. Particular attention should be given to bathrooms, shower rooms and toilets especially items involving direct contact for guests, including: • • • • • Bedding, linen and towels Baths, showers, washbasins and WCs Flooring and seating Crockery, cutlery and glassware All bathrooms and shower rooms cleaned daily and checked to ensure very high standards of cleanliness. Bathrooms and shower rooms clean and fresh smelling. Particular attention paid to WCs, plug-holes, shower curtains, mirrors and extractor fans.
As One Star
(Minimum Entry Requirements)
Hotels providing accommodation of acceptable quality and comfort.
Hotels providing accommodation of quite good quality and comfort.
08 . clean condition. their fixtures. All aspects of the hotel offering an excellent level of quality.2. HHHHH • Buildings. All aspects of the hotel offering a very good level of quality. furnishings. • • Hotels setting high standards for the hospitality industry. their fixtures. fittings and exterior and interior décor maintained in a good. HHHH • Buildings. furnishings. comfortable and more spacious accommodation. clean condition. spaciousness and comfort. fittings and exterior and interior décor maintained in an excellent. their fixtures.0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH • Buildings. • As One Star • As One Star • As One Star • Hotels providing good quality. • • Hotels setting the highest international standards for the hospitality industry. furnishings. clean condition. fittings and exterior and interior décor maintained in a very good. spaciousness and comfort. providing an overall luxurious standard.
with evidence of some technical skills.0 DETAILED REQUIREMENTS 2. Proprietor and / or staff to be on site and on call to resident guests 24 hours a day. Service and efficiency skills of a competent standard.1.2. often provided by the proprietor and a small team of staff. Management and staff well informed about their hotel and other local information.1.9 Guest Access (Minimum Entry Requirements) • • Once registered. All enquiries.7 Services (Minimum Entry Requirements) • • • • A relatively straightforward range of services offered – often provided by the proprietor and family. a consistent level of service and facilities appropriate to its star rating.8 Opening (Minimum Entry Requirements) • Hotel open seven days a week during its operating season providing. on every day open.6 HH • As One Star Hospitality • Guests will be greeted and acknowledged in a friendly. requests and reservations. correspondence and complaints from visitors dealt with promptly and politely. Service and efficiency of a quite good standard. • As One Star 09 . Every effort made to take account of individual guest’s needs. It is acceptable for a front door key or security code to be issued.1. • As One Star 2. efficient and courteous manner throughout their stay. resident guests have access to the hotel at all times. 2. 2. • • • Service possibly informal.1.1 OVERALL STANDARDS One Star Two Star H 2.
efficiency and technical skills of a very good standard and without detriment to other service areas at any time. During the night a bell is acceptable. facilitated by onduty staff. Service. with ample staff to provide a prompt and efficient service without detriment to other service areas at the same time. All staff demonstrate a positive attitude and a willingness to help. • • • Very good guest service.2. • 24 hour access. Service. There must be access available outside these times possibly using a door key or security code.00 a.0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH • As One Star HHHH • As One Star HHHHH • As One Star • • • • Good guest service. 10 . giving guests the impression of being very well cared for by highly trained. Very good social skills and anticipation of individual guest’s needs evident in dealings with all guests. • As One Star • As One Star • Open seven days a week all year.m. and midnight. Delivered by a structured team of staff with a management and supervisory hierarchy. residents must have access at all times during the day and evening without needing to use a key. efficiency and technical skills of a good standard. Service and efficiency of an excellent standard without detriment to other service areas at any time. For example: it is unlikely that service of this quality will be provided by a member of staff acting as sole bar-person and receptionist at the same time – depending on likely guest demand. giving guests the impression of being well cared for by trained professional and attentive staff. Good social skills and anticipation of individual guest’s needs evident in dealings with all guests. providing a consistent level of service and facilities. guests should have access without having to ring a bell. • • Once registered. • Both prior to and after registration. professional. • • • • Flawless and unobtrusive guest service. Excellent social skills and anticipation of individual guest’s needs evident in dealings with all guests. proactive and wellmanaged staff. Some multi-lingual staff in hotels with an international market. Best practice suggests between 7.
g. Clear explanation of charges for additional services or available facilities including cancellation terms. 2. spa treatments. Particular attention given to personal hygiene. credit cards. including service charge. including details of how the deposit is taken and whether or not it is refundable on cancellation. e. Information about deposits if required.. Prices and Billing All Star Levels There should be an easy and efficient booking service that includes the following: • Prospective visitors told clearly what is included in the prices quoted for accommodation.2.g. taxes and other surcharges. • • • • • • • 11 . Information and full details about any fees charged for the acceptance of credit cards. Where house policy dictates that certain facilities need to be pre-booked.2 Reservations.g. Information about any unacceptable types of payment e. planned functions / events etc. e. Other information which may impact on the guests’ stay. The style of the hotel may dictate how staff dress – from formal uniforms to informal and casual outfits. provided. Staff clothing fresh and well ironed.0 DETAILED REQUIREMENTS 2. Full details of the hotel’s cancellation policy if there is one. dinner etc.2.1 HH • Staff smartly attired. travellers cheques etc.2. Advance warning if the restaurant is to be closed or likely to become fully booked. these should also be mentioned at the time of booking. Staff Appearance (Minimum Entry Requirements) • • • • Staff tidily dressed and well groomed. smoking policy. This especially includes information about charging credit cards for cancellation or changes to the booking. meals and refreshments.2 SERVICES One Star Two Star H 2. refurbishment work in progress.
2. and / or contact telephone number recorded at the time of booking. and subsequently in the case of any change. fax. HHHH • As Three Star HHHHH • Staff impeccably presented and in a uniform way. • Visitors advised when they are booking. price confirmation at least indicated on a key card or similar. A good first impression is critical at all levels. The account well explained and well presented. Every booking confirmed by letter. should be prompt. perhaps in an envelope or folder.m. Guests should be able to charge all account services to one main account. • Provide each guest with printed or clearly written details of payment due and a receipt on request. name. Confirmation provided on request. taxes and other surcharges where applicable. • The VAT element of the account (where applicable) should be clearly identified. and pay on departure. All Star Levels Section Plus: • Ability to make a prompt and effective reservation 24 hours a day. Communication with prospective guests. • • • • 12 . professional and helpful. Guest accounts to be updated on an outgoing basis to minimise the delay at check-out. All Star Levels Section Plus: • Ability to make a prompt and effective reservation during the day and up to 11. • All bookings handled in a friendly and courteous manner. • Unless notified in writing in advance. • Every endeavour should be made to advise guests in advance about the hotel location and any car parking restrictions. Therefore: • The price agreed at the time of booking must not be exceeded. • Presentation of accounts ensuring that purchases are clearly detailed.00 p. whether verbal or written. Prospective guests left confident that their booking was recorded accurately. even when there is no dedicated reservations department. • As One Star / Two Star / Three Star All Star Levels Section Plus: • Ability to make a prompt and effective reservation during the day and evening. efficient. • All agreed prices must include service charges. email or text message. if the accommodation offered is in an unconnected annexe or has separate external access. address. • Particular attention should be paid to accuracy. As a minimum.0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH • Staff dressed in such a way that guests can easily distinguish between staff and guests.
Receptionist’s attention possibly summoned by a bell or telephone.0 DETAILED REQUIREMENTS 2. special attention should be given to providing a good standard of customer care. In the interests of safety.4 Luggage Handling (Minimum Entry Requirements) • Assistance with luggage available on request throughout the day and evening.2. Guests clearly directed to their room and given a brief explanation of location of hotel facilities. • • • • 2. Proprietor or staff available to receive guests and provide information / services from just before breakfast to late evening at approx 10.00 p.2 SERVICES One Star Two Star H 2. • • Direct guest contact given priority over other reception duties. • Secure short-term luggage storage. The issuing of a bedroom key to guests and the charging of items to account always done discreetly to ensure guest security.2.2. 13 .m.3 HH • Guests informed of meal times. guests to be escorted to bedrooms if requested. bar opening times etc. Reception – Staff Availability for Guest Arrival and Departure (Minimum Entry Requirements) As reception is likely to be the guests’ first and last point of contact with a hotel.
14 .00 a. e. Best practice suggests 7. Guests informed of important hotel and bedroom facilities by the escort. possibly summoned by bell or telephone for minimal delay. • • Hotel staff taking control of luggage from guest’s arrival outside to prompt delivery in bedroom.2.00 a.m. and 11. provided in hotels where the need exists.g. 24 hour check in / out.00 p.m. HHHH • Reception staffed at all times and at least between 7. Staffing levels sufficient to ensure a minimal delay.m.00 p. Additional reception services such as express checkout.m. Receptionist on duty during busy check in / out times when it is essential to provide full cover. Secure short-term luggage storage with receipt provided. The same quality of service repeated on departure.0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH • A receptionist on duty from just before breakfast service until late evening.m. Arriving guests greeted without delay outside the hotel entrance. and 7. to 11.00 p.m. • • • • • • • • As Two Star • Assistance with luggage readily available and advertised as available for departure. hotels in city centres and hotels by airports. A seamless transition on arrival from outside the hotel entrance to the reception area. All guests offered an escort to the bedroom by a member of staff with excellent skills.00 a. HHHHH • 24 hour reception with sufficient highly skilled staff to ensure no delay for guests. Valet parking offered. A member of staff – possibly the night porter – on duty and able to perform reception duties between11. However at other times.
Early morning call on request or an alarm using a clock. in a folder or rack.g. Residents' guests may take dinner by prior arrangement. Evening meals provided at least five days a week. the shoe cleaning service or machine’s location advertised in the bedroom.g. A shoe cleaning service.3. A designated eating area open to residents for breakfast seven days a week. travel and / or local information available and well presented e.0 DETAILED REQUIREMENTS 2.5 HH • Incoming telephone calls to resident guests handled in a professional and discreet manner. dining room. Best practice suggests providing a no-smoking area. Dining Provision (Minimum Entry Requirements) • • • • Designated eating areas can include restaurant. • 15 . should always be offered. brasserie. Guests informed when they book if dinner is not available. Appropriate tourist. 2. When this happens a range of refreshments and snacks e. bistro or bar.3 ALL MEALS – DINING QUALITY AND INFORMATION One Star Two Star H 2. Message-taking service available. If shoe cleaning materials not in the bedroom. a conveniently positioned machine or shoe cleaning materials available. Other – Reception / Concierge / Housekeeping Services (Minimum Entry Requirements) • • • • • Iron and ironing board available.2 SERVICES One Star Two Star H 2.2. soups.2.1 HH • A restaurant or similar eating area serving breakfast and evening meals seven days a week. telephone or television available in the room. Messages possibly delivered verbally but always delivered promptly. etc. sandwiches.
• • • • • • • • • Three Star Four Star Five Star HHH • At least one restaurant open for breakfast and dinner seven days a week to residents as well as non-residents where location is appropriate e. HHHHH • At least one restaurant. churches. Interactive TV and voicemail systems are acceptable. This may vary depending on location and style of the hotel but may include some or all of the following: theatre bookings.g. for all meals seven days a week. banks. HHHH • Laundry and dry cleaning service provided and advertised with prices. sight-seeing trips. taxi firms. for breakfast and dinner seven days a week. Messages written down and every effort made to inform guests a message is waiting for them. open to residents and non-residents. All messages discreetly handled and written messages presented in an envelope. available in bedrooms. railway stations. taxi bookings. may be designated a “Metro Hotel”. Newspapers can be ordered and delivered to guests’ bedrooms. A selection of daily newspapers available for purchase. travel and other requests. order and be served at the table. valet parking. Cloakroom service (coat storage) with a receipt provided. HHHH • At least one restaurant. Guests not expected to set their own alarm call. city centre and by airports. It is acceptable that non-residents are required to book dinner in advance. 16 . A full concierge service provided.0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH • • Laundry service provided and advertised with prices. Early morning call. HHHHH • Pressing service (minimum same day) and 24 hour return laundry service. Well-presented travel and / or local information such as details of visitor attractions. An advertised shoe cleaning service. Messages delivered promptly to the bedrooms or to the guest in the public areas. A designated no-smoking area. open to residents and non-residents. florists etc. providing that guests are able to eat at a full height dining table. A superior brasserie / bistro / bar is acceptable for lunches.2. • • • • A town / city hotel that does not serve dinner but does have a sufficient range of places to eat within easy walking distance. A bar is not acceptable as the only eating area.
Such a restaurant is acceptable as long as: • The hotel accepts full responsibility over the quality of surroundings. preferably umbrella provided.3. Access is easy e. Guests are informed when they book a bedroom that dinner is served in a separate restaurant. it will nevertheless be assessed as part of the overall operation.2 HH • As One Star Restaurant Ownership Where dinner is served in a restaurant. Polite and courteous staff providing an acceptable standard of customer care and demonstrating acceptable levels of knowledge about the dishes being served.0 DETAILED REQUIREMENTS 2.3 Tables / Table Appointment (Minimum Entry Requirements) • • • Individual tables available for each guest or party.3. • • • 2.4 Meal Service – Staff (Minimum Entry Requirements) • • Sufficient staff to ensure prompt service at all meals served. Tables of an appropriate height for comfortable dining. Table appointments of acceptable quality and appropriate to the type of meal served. which is separate or contracted out. 250 metres walking (1/4 mile or ten minutes walk). even if set close together. 17 . or within 5 / 10 minutes if hotel provides complimentary transport.g. • • Sufficient staff to ensure prompt and efficient service at all meals served.3 ALL MEALS – DINING QUALITY AND INFORMATION One Star Two Star H 2. food and service provided in the restaurant.2. within approx. Polite and courteous staff providing a quite good standard of customer care and demonstrating quite good levels of knowledge about the dishes being served. 2.3. • Table appointments of quite good quality. There is a facility for guests to charge meals and drinks to their hotel account.
0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH • As One Star HHHH • As One Star HHHHH • As One Star • Table appointments of good quality. professional and proactive staff. • • • A manager on duty in the restaurant to ensure a highly efficient service. Polite and courteous staff providing a good standard of customer care and demonstrating good levels of food. beverage and wine product knowledge and service skills. • • Table appointments of very good quality. polite and courteous staff providing a very good standard of customer care and demonstrating very good levels of food. • • • • • A well-structured team of staff with management presence. polite and courteous staff providing an excellent standard of customer care. beverage & wine product knowledge and service skills. beverage & wine product knowledge and service skills. • • A supervisor on duty in the dining area to ensure a more efficient service. 18 .2. Prompt table service in public areas where guests seat themselves. Guests welcomed and escorted to their table at all meals and in all areas where food and drinks are served. Highly trained. • Table appointments of excellent quality. Guests promptly greeted and seated. The restaurant always staffed. Unobtrusive. Tables to be a good size and well spaced. Unobtrusive. Staff demonstrating excellent levels of food.
• • A clean and well-presented menu provided for breakfasts served from the kitchen. care and presentation and served at the correct temperature. Appropriate breakfast times where there is a specific market need e.4. A minimum choice of two hot items. 2.5 Range of Dishes (Minimum Entry Requirements) • • A set menu is acceptable.6 Food Quality (Minimum Entry Requirements) • • All hot foods well presented and served at the correct temperature on hot plates. • Food prepared with a quite good level of skill. including vegetarian options.m. only.0 DETAILED REQUIREMENTS 2. 2. toast is crisp and coffee / tea is freshly made.4. Care taken to ensure that juices are chilled.4.4 Menu (Minimum Entry Requirements) • A verbal explanation of dishes available is acceptable.1 HH • As One Star Provision • A cooked and continental breakfast provided in a designated eating area on the premises and advertised as such.00 a.4.m. Core items to include fruit juice. 2.00 a.2 Breakfast Times (Minimum Entry Requirements) • Breakfast served for a period of time and not at only one fixed time e. 19 . Guests offered a choice of how their eggs are cooked. • Breakfast served for at least one hour. • • A choice of additional hot and cold items. city centre hotels. airport hotels and rural hotels.2. The price of any breakfast items carrying an additional charge clearly advertised.00 a.g. Where there is a buffet. • As One Star 2. bacon. 2.4 BREAKFAST One Star Two Star H 2. 8. – 9. tea and toast or regional variations.4. any items available but not included on the buffet. and not at 8. cereal.m.4. coffee. egg.3 Pricing (Minimum Entry Requirements) • • Breakfast price on display when a room-only rate option is available.g. detailed on a menu.
• A comprehensive range of excellent quality hot and cold dishes. Consideration given to providing healthy eating options. • • A good range of hot and cold items. Possible examples include preserves. boiled and scrambled. with the price clearly displayed. care and presentation and served at the correct temperature. • As Three Star • As Three Star • As Two Star • A menu detailing the full breakfast range provided for guests opting for table service. Examples might include fresh juices and fruits.2. • Breakfast served for at least three hours. • Breakfast where available to nonresidents. ground and decaffeinated coffee. fresh fish and range of bakery items and pastries. poached. • High quality ingredients cooked and presented to an excellent standard. • All food cooked correctly and prepared with a very good level of skill.0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH • As One Star HHHH • As One Star HHHHH • As One Star • Breakfast served for at least one and a half hours. together with a choice of good quality accompaniments. • A menu detailing the full breakfast range provided. • • Good quality ingredients cooked and presented to a good standard. • Breakfast served for at least two hours. Guests offered a greater choice of how their eggs are cooked to include fried. free range eggs. special dietary produce and a comprehensive range of appetising hot items. local specialities. cold meats and cheeses. • A very good range of hot and cold items. 20 . butters and spreads. teas.
Some snacks or cold meal provision for late arrivals. New arrivals should not be asked to choose dishes for dinner in advance of arrival. saucer.30 p. A fixed mealtime is acceptable but not before 7.7 HH • As One Star Style of Service (Minimum Entry Requirements) All Star Levels Breakfast tables laid with a table setting for each guest of main knife. by prior arrangement. Dinner – Hours of Service (Minimum Entry Requirements) • • • Last orders for dinner no earlier than 6.00p. Where provided. The main course should be a substantial hot dish.m. guests who prefer to choose later. side plate and napkin.5 OTHER MEALS One Star Two Star H 2. side knife.4 BREAKFAST One Star Two Star H 2.m. A fixed mealtime is acceptable but not before 6. sugar. cup. However buffets should be replenished on a regular basis.1 HH • Last orders for dinner no earlier than 7.5. butter and preserves.2 Range of Dishes (Minimum Entry Requirements) • Two courses available.m. pepper. Hot beverages served at the table. • As One Star 2. including up to last order time.m. • • Self-service buffet style is acceptable. However. • As One Star 21 .4. 2.2. tea spoon. must be able to do so without being put under any pressure to choose earlier. fork. cereal spoon.5.30p.00 p. buffets laid out and operated in a practical and customer friendly manner.0 DETAILED REQUIREMENTS 2. The table laid with salt. milk. In addition a cold alternative should be provided. It is acceptable for resident guests to be asked to choose dishes for dinner at an earlier time of the day.
• • Table service offered. • • • Three courses available.m. a higher level of assistance available. A fixed mealtime is not acceptable.0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH • As One Star HHHH • As One Star HHHHH • As One Star • As One Star • Table service advertised and available on request. A choice of substantial hot and cold dishes.m.m. Where there is a buffet.2.00 p. • As Three Star • • An extensive choice of food. Three Star Four Star Five Star HHH • Last orders for dinner no earlier than 8.m. 22 .00p. A fixed mealtime is acceptable but not before 8.00 p. A broad range of dishes of outstanding quality. HHHH • Last orders for dinner no earlier than 9.00 p. HHHHH • Last orders for dinner no earlier than 10. Guests not expected to choose dishes for dinner at an earlier time of the day.
7 Alcoholic Drink Services / Licences (As applicable under the licensing laws in each country) (Minimum Entry Requirements) • • • • A current liquor licence or equivalent. with accurate descriptions. service.5 Style of Service (Minimum Entry Requirements) • A self-service operation. clearly identified on the menus. At least one vegetarian option available (at least on request) at each course. • • All meals prepared with a quite good level of skill.g. care and presentation and served at the correct temperature.6 Wine and Wine Services (Minimum Entry Requirements) • • • Red and white wine provided. Dinner available to residents’ guests.5. and cover charge. A price list displayed wherever drinks are served. is acceptable • As One Star 2. and served at the correct temperature.3 HH • Written menus provided. such as VAT. 2. 2.5.5. carvery or buffet style. 2.5. it is acceptable instead to offer a verbal description of the dishes available.5 OTHER MEALS One Star Two Star H 2. However. Additional charges. More evidence of fresh foods being used. with the price clearly displayed. Wine prices and measures clearly displayed. Staff demonstrating knowledge about the wines available. A range of drinks available in a bar or lounge.4 Food Quality (Minimum Entry Requirements) • • All meals freshly cooked / prepared on the premises with an acceptable level of skill and presentation. country of origin. Alcoholic drinks served at meal times to residents. • • A range of red and white wines offered. Clearly advertised price for any surcharge made for a particular dish. well presented written menus.0 DETAILED REQUIREMENTS 2. • As One Star 23 . Menu and Pricing (Minimum Entry Requirements) • • • • Acceptable quality.5.g.2. Evidence of some fresh produce. Honesty bars and dispense bars are acceptable. The price of dinner should be displayed if the accommodation tariff does not include dinner. e. Staff demonstrating basic knowledge about the wines available e. clean.
Particular attention given to food quality rather than extensive menus. including any room service.0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH • Written menus with prices clearly displayed. prepared with a very good level of skill. 24 . should be provided. prepared with a good level of skill. Cuisine quality meeting a high international standard. • All courses served to the guest at their table. served to the guest at their table on request. • • The main course. HHHH • As Three Star HHHHH • Well presented. • • Excellent range and quality of wines offered. including any room service. menus with prices clearly displayed. clearly and accurately listing the choice of wines and measures available. • • All meals. • • All meals. • Table service of at least main course should be provided. All food cooked correctly and presented in an appetising way. including wines and cocktails.2. including any room service. Staff demonstrating good knowledge of the wines available. • • A comprehensive range of drinks. Clean and well presented wine list. A wide range of drinks provided in a bar or lounge. prepared with an excellent level of skill using fresh produce. Table service provided. An informative and detailed wine list. • • Alcoholic drinks served 24 hours to residents. • • • Alcoholic drinks served throughout the day and evening to residents and their guests. • • Very good range and quality of wines offered. Table service should be provided in the lounge if there is no bar counter. A carvery is acceptable. care and presentation and served at the correct temperature. Staff demonstrating excellent wine knowledge and wine service skills. care and presentation and served at the correct temperature. • • All meals. Provision made for a variety of dietary requirements. Table service on request. • • • A choice of good quality wines offered.
carefully presented room service and large enough tray to accommodate contents. Snacks and Afternoon Teas (Minimum Entry Requirements) • • Hot and cold drinks available to residents and their guests in the public areas during the day and evening. Guests may be required to order at reception or at the bar.2.10 Room Service – Provision (Minimum Entry Requirements) • • Optional except in the case of illness.9 Light Refreshments.) • As One Star 2. 2.5 OTHER MEALS One Star Two Star H 2.00 a. • As One Star 25 .0 DETAILED REQUIREMENTS 2.m.5. (Referral to in-room facilities is not acceptable.11 Room Service – Service and Presentation (Minimum Entry Requirements) • Where provided. • As One Star 2.5. Any room service provided may be limited in choice. This service to be clearly advertised.00 p. at least from 10.5. to 10.m.8 HH • As One Star Lunch Service (Minimum Entry Requirements) Lunch service is not required.5.
g.g. A choice of hot and cold dishes at each course of starters. Service delivery allows each course to be eaten at the correct temperature. • • • Room service of hot and cold drinks and light snacks e. order and be served at the table. steak. A priced menu of room service items and times of service provided in the bedrooms. • • Light refreshments and hot and cold snacks available to residents in the public areas 24 hours. Full floor service of lunch and dinner during restaurant hours. Appropriate cutlery. Full afternoon tea available. • As Three Star • • • Room service ordered. HHHHH • • Lunch served in a formal restaurant. sandwiches. In addition.0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH • As One Star HHHH • A superior brasserie / bistro / bar is acceptable for lunches. Prompt and efficient service. e. crockery and condiments provided. 26 . Extensive choice at each course. one meal. main courses and desserts. • • 24 hour room service of light snacks such as sandwiches and hot and cold drinks including alcoholic drinks. possibly continental breakfast or dinner. • • Light refreshments and hot and cold snacks available to residents and non-residents in the public areas during all day and evening. providing that guests are able to eat at a full height dining table. this should include a choice of substantial hot dishes. For dinner. • • Light refreshments of at least hot and cold drinks and sandwiches available to residents and their guests in the public areas during all day and evening. delivered and cleared in a highly professional and efficient manner and without impacting on other services. or each hot course delivered separately. • • 24 hour room service of hot and cold snacks and drinks including alcoholic drinks. Procedure in place to arrange for the collection of trays etc. pasta. Guests able to choose from the full dinner menu during restaurant hours • • • • Room service items well presented and served on a tray large enough to easily accommodate its contents. All meals served on a dining table or heated trolley.2. Guests able to order and be served at their table. Provision of a range of substantial hot and cold dishes during lunchtime and evening restaurant hours. during daytime and evening. Presentation of the highest standard. clearly advertised in bedrooms.
fittings and décor. 27 . flooring. • As One Star • • • Acceptable quality and condition in the standard of furniture. and a key or keycard provided. flooring.6. possibly by using double / triple glazing. Hotels situated in a particularly noisy environment – in a city centre or by an airport – need to have tried to minimise noise. mechanical toilets.5.0 DETAILED REQUIREMENTS 2. furnishings. • Quite good quality and condition with some evidence of coordination in the standard of furniture. noisy plumbing etc. noisy extractor fans.g.6 BEDROOMS One Star Two Star H 2.6. Every effort made to minimise noise levels from adjacent rooms and corridors e.2 General Quality (Minimum Entry Requirements) All Star Levels • Means of securing bedroom doors from inside and out. creaking floorboards.5 OTHER MEALS One Star Two Star H 2. 2. furnishings.1 HH • As One Star Provision (Minimum Entry Requirements) All Star Levels • Minimum of six letting bedrooms. fittings and décor.12 HH • As One Star Room Service – Breakfast (Minimum Entry Requirements) No Requirement 2.2.
HHHHH • A wide choice of substantial hot and cold dishes. furnishings. furnishings. • • Excellent intrinsic quality and condition. fittings and décor. Better levels of sound insulation provided by more substantial doors and walls.2. with a matched and well co-ordinated standard of furniture. Possibly achieved by use of double-glazing.0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH Where room service is served: • Hot drinks should be freshly served with any room service breakfast. • Where room service breakfast is only continental. fittings and décor. Internal and external noise levels absolutely minimal. fittings and décor. • Guests able to order their morning breakfast by phone or breakfast order card without leaving their room either in the morning or the night before. 28 . Three Star Four Star Five Star HHH • As One Star HHHH • As One Star HHHHH • As One Star • As One Star • As One Star • As One Star • • Good quality and condition. flooring. • Very good quality and condition. HHHH • Room service of both continental and full cooked breakfast advertised and provided. with a superior standard of furniture. there should be a substantial choice of items. with a luxurious standard of furniture. furnishings. flooring. flooring. excellent structural insulation and a spacious bedroom lobby area.
equipment and furniture free from dust.6. Good practice procedure followed so that clean bedding is kept off floors and in-room crockery and glassware are hygienically washed. including duvet covers (even if top sheet provided) changed at least once in every week and for each new guest. dirt. Rooms prepared with the right temperature and ventilation ready for the guests’ arrival. All flat surfaces. All walls. and checked to ensure a very high standard of cleanliness.2. (Exception made when. 29 .3 HH • As One Star Housekeeping (Minimum Entry Requirements) • • • • • All bedrooms cleaned daily. All beds made daily. Rooms looking clean and smelling fresh.0 DETAILED REQUIREMENTS 2. Bed linen. ledges. pipes. cleaned on a regular basis. grease and marks. guests are invited to agree to a less frequent change of linen during their stay). Particular attention given to rooms used by smokers. equipment and fittings.6 BEDROOMS One Star Two Star H 2. as part of a hotels’ clearly advertised environmental policy. which are beyond reach from floor level. ceilings.
0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH • Bed linen including duvet covers (even if top sheet provided) changed at least every three days and for each new guest. closing curtains and putting on a light during the hours of darkness. HHHH • As Three Star HHHHH • Bed linen. • • 30 . airing the room well. curtains drawn. including duvet covers (even if top sheet provided) changed at least every two days and for each new guest.2. towels tidied. Rooms prepared in advance of the guests’ arrival – possibly including setting an appropriate ambient temperature for the time of year. An evening housekeeping service provided and advertised – possibly including some of the following services: bed turned down. room service trays removed. bins emptied.
There should be no restriction of free movement. including sofa beds. • 2. access to power points etc.0 DETAILED REQUIREMENTS 2.4 HH • All bedrooms more generously proportioned with convenient layout of furniture for practical use.6 BEDROOMS One Star Two Star H 2. Family rooms should be more spacious. we will take into account the usable space available around furniture and fittings.g.5 Suites (Minimum Entry Requirements) Not required. The ceiling height for the major part of the room sufficient for a person of 6 ft to move around without stooping.6.2. Easy and convenient use of facilities e. When we assess the acceptability of bedroom size. Doors and drawers fully openable without having to move furniture. Size and Spaciousness (Minimum Entry Requirements) • • • • • All bedrooms with sufficient space to allow guests freedom of movement around all furniture and fittings including sofa beds. use of surfaces without moving tea tray or TV. • As One Star 31 . Rooms small but careful planning ensures best use of space.6. Sloping eaves and roofs acceptable provided they do not impinge on a major part of the room.
bathroom and sitting room. business or leisure use. HHHH • All bedrooms with a very good degree of spaciousness.2. All bedrooms with a well-planned layout relative to the needs of the guest i. as either a permanent fixture or by temporary conversion i. Where the hotel has a substantial leisure market. N. Family rooms to be substantially more spacious. This also includes televisions being placed at a convenient viewing height and visible from the bed and from easy seating. HHHHH • The significant majority of bedrooms very spacious. Provision made for room service meals to be eaten in comfort. Greater space would be expected where temporary beds or bedsettees are used. Room size and layout. A suite consists of at least three separate rooms – bedroom. 32 .e. allowing ample ease of use for guests and considerably exceeding the minimum entry requirements. • A number of permanent luxury suites available.0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH • All bedrooms with good free space to allow the appropriate level of room service.B. by opening an inter-connecting room. Area available for luggage storage without cluttering the room or obstructing access.e. Consideration given to location of bedroom facilities. and delivery method ensures the highest guest dining experience for room service. comfort. allowing generous ease of use for movement. the dining comfort of both guests in a double / twin room taken into account. all with doors. dining and relaxation. • • • • • • • • As One Star • At least one suite to be available. including power sockets for ease of use.
2. Bunk beds (permanent bed spaces) are acceptable for child use only. • Easy access to both sides of beds for double occupancy.6 HH • Beds and headboards of better quality and condition. 33 . • Any additional bedding kept in bedrooms to be clean. to be of acceptable quality and in good condition.2. including sofa beds and bunks. per person. two blankets and a bedspread OR one / two sheets and duvet with cover per bed. • Where feather duvets or pillows are used. modern.6. foam or similar quality.6 BEDROOMS One Star Two Star H 2. 76cms / 2ft 6ins beds are unacceptable. (Bunk bed regulations 1997). Tog rating appropriate for the time of year and location. • Two pillows in individual pillowcases.6. 2. except in family rooms where they are clearly designated for children only. Plastic or rubber mattress protectors are not acceptable except for children’s beds. Bed Size – Quality (Minimum Entry Requirements) • • Minimum bed sizes.0 DETAILED REQUIREMENTS 2. They should have a sound base and sprung interior.B. a non-allergenic alternative available on request.7 Bed Access (Minimum Entry Requirements) • There should be access to both sides of beds for double occupancy.6. comfortable mattress. as follows: Single: 190cms x 90cms / 6ft 3ins x 3ft Double: 190cms x 137cms / 6ft 3ins x 4ft 6ins 122cms / 4ft beds to be designated as singles. Bunk beds should have a minimum 75cms / 30ins clear space between the mattress of the bottom bed and the underside of the top bed. such as z-beds.8 Bedding Requirements All Star Levels • Two sheets. fresh and wrapped. Secure headboard or equivalent on all permanent beds • • • • • All Star Levels N. All beds. Traditional bedding available on request when duvets are provided. guests told when they make the booking. • A mattress protector provided for each bed. Sofa beds are not acceptable as permanent bed spaces. including supplementary beds. sofa beds etc. When bunk beds are used. • Spare pillows and blankets available on request.
Single: 190cms x 90cms / 6ft 3ins x 3ft. in very good condition with superior headboards or similar. Sofa beds meeting the bed size requirements for permanent beds. HHHHH • • Beds for single occupancy to exceed 90cms / 3ft in width. Beds and headboards of excellent quality and condition.g. Several beds to exceed this size. Very good quality beds e.0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH • All children’s beds to be full adult size. • As Three Star • Generous access to both sides of beds for double occupancy • As One Star • As One Star • As One Star 34 . Beds for double occupancy to be at least 153cms / 5ft in width. • • • • • As One Star • As One Star • As One Star • Good access to both sides of beds for double occupancy. pocket sprung mattress and base. Bunk beds are not acceptable. HHHH • • A choice of larger sized beds. Beds and headboards of good quality and condition.2.
At least one light controlled from the door. However. some central heating systems. 100% man-made fibre sheets are unacceptable 2. check-in and early evening. as guidance. Ceiling and Paintwork (Minimum Entry Requirements) • Décor in sound condition. • Automatic fixed heating at no extra cost. unless decorative. A shade or cover provided for all bulbs. 35 . A low energy light bulb is acceptable. an overall lighting level of at least 160 Watts in a single room and 220 Watts in a double.6 BEDROOMS One Star Two Star H 2. • Quite good lighting intensity with greater level of light i.6.e. Heating to come on automatically prior to breakfast and during mains hours of guest occupancy e. in addition to the light controlled from the door. Supplementary heating provided in rooms on request when temperature levels are not within the control of the guest e. Bedside reading light for and controllable by each person. • A quite good standard of décor and paintwork.6.g.12 Lighting (Minimum Entry Requirements) • • • • Bedrooms well lit with.g.0 DETAILED REQUIREMENTS 2.11 Heating and Temperature Control (Minimum Entry Requirements) • • • • heating provided at no extra cost. quietly. twin beds may share a central bedside light. 2.9 HH • As One Star Bedding Quality (Minimum Entry Requirements) • Bedding of good quality and condition.2.10 Décor – Walls. 2. higher wattage. Heating able to heat the entire bedroom safely.6. and controllable (on / off) by the guest. Fluorescent lighting alone is not acceptable. adequately and quickly whatever heating system is used.6.
• • Very good quality. professionally applied wall coverings with decorative enhancements where appropriate. dining area and easy seating. Fans provided during hot weather when air conditioning is not provided. Best practice suggests an effort be made to provide fans on request for guests’ use in hot weather. Two bedside lights in a twin bedded room. High quality paintings and prints in evidence. One bedside light per person. Room lighting controllable from the bedside. • • A good standard of décor and paintwork in good condition with some thought given to coordination of design. All bedding of the highest quality and immaculately laundered. Wall coverings and paintwork of an excellent intrinsic quality and condition. • • Individually controlled thermostatic heating operable 24 hours. • • • Excellent levels of lighting with a range of separately controllable options. Décor and paintwork in very good condition. • Fixed individually controlled thermostatic heating. • Décor showing attention to detail and co-ordination of design. wardrobe area. The presentation of the bed enhances the overall impression of the room.0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH • As One Star HHHH • Bedding of very good quality and condition. Lighting specifically provided to illuminate the writing desk / dressing table.2. Some use of decorative enhancements where appropriate. HHHHH • Beds presented to an excellent standard. • • Very good levels of lighting with good positioning and ease of use including lighting specifically for the lobby area. 36 . as well as finished to a professional standard. • Good lighting intensity with thought given to ambience and a range of lighting options.
rugs. Soft Furnishings and Fittings (Minimum Entry Requirements) • All furniture.14 Window Coverings (Minimum Entry Requirements) • • • Opaque curtains. • Window coverings of quite good quality and condition. carpets. access could be gained from outside e.16 Furniture.0 DETAILED REQUIREMENTS 2.2. • Security fittings installed on all bedroom windows where.6. blinds or shutters provided on all windows including glass panels to doors. patio doors and windows near fire escapes. • Rooms without windows are not acceptable. • Air conditioning provided where windows are not openable. easy to shut and open and remain open.6.g. soft furnishings and fittings providing acceptable ease of use and of an acceptable quality and condition. 2. All curtains lined. when open. • Flooring of a quite good quality and condition throughout. Curtains large enough to draw easily and completely across the width and height of the window with or without linings. soft furnishings and fittings providing a satisfactory ease of use and of a quite good quality and condition. • It is acceptable for a bedroom to overlook a large internal atrium. All window coverings to be properly fitted or hung.6. 37 . A pole provided to open any Velux-style windows or skylights.6. 2. hard wood flooring etc. Windows well fitted.15 Flooring (Minimum Entry Requirements) • • All flooring. In ground floor bedrooms additional privacy provided by means of a net curtain or blind. fanlights and skylight windows so that guests have privacy and can exclude any light from outside the room.6 BEDROOMS One Star Two Star H 2. The bedroom should be ventilated and naturally illuminated. 2. • All furniture. properly fitted and of an acceptable quality and condition.13 HH Windows All Star Levels • At least one window that can be opened safely and which provides good levels of direct natural light and ventilation. Slip-resistant rugs or mats placed by the bedside where there is no fully fitted carpet.
0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH • As One Star HHHH • As One Star HHHHH • As One Star • • Window coverings of good quality and condition. Soft Furnishings include curtains. luggage and clothes storage. All furniture. light shades etc. • Window coverings of a very good quality and condition. cushions etc. • All furniture. • Flooring of an excellent quality and condition throughout. and fittings providing excellent ease of use and of an excellent quality and condition. Fittings include mirrors. where used substantial with ample drape and width. • • Excellent quality window dressing. soft furnishings and fittings providing good ease of use and of a good quality and condition. Curtains. • • • Furniture includes tables. • All furniture. seating etc. Window coverings providing full blackout. • Flooring of a very good quality and condition throughout. such as hotels in city centres with high levels of outside illumination and airport hotels with guests on different time zones. light fittings. Window coverings providing full blackout in hotel rooms with a specific market need. soft furnishings. heating appliances.2. soft furnishings and fittings providing very good ease of use and of a very good quality and condition. • Flooring of a good quality and condition throughout. 38 .
18 Clothes and Luggage Storage (Minimum Entry Requirements) • Wardrobe or clothes hanging space.19 Seating (Minimum Entry Requirements) • • • Single – one chair. An alcove is an acceptable substitute but hooks on walls or behind doors are not. Drawers running freely and lined or with an easily wiped interior surface. usable for unpacking luggage. Sufficient – at least six – good quality hangers (not wire) per person. • Acceptable drawer or shelf space. A chair instead of a bedside table is not acceptable.0 DETAILED REQUIREMENTS 2.B. Conveniently positioned spare 13amp power socket. • • • 2.6.6 BEDROOMS One Star Two Star H 2. Double / twin – two chairs or one chair plus one stool.17 HH • Dressing / writing table provided Tables (Minimum Entry Requirements) • • • • Dressing table or equivalent such as substantial flat surface or desk providing sufficient free space for practical use with mirror adjacent.6.B. A raised surface that is not a bed or chair. 2. A bedside table or equivalent provided for each person.6.2. • As One Star N. N. Twin beds may share a bedside table. • All chairs upholstered on seat and back. Seating provided appropriate to the style and size of the room. The amount of clothes storage provided suitable for the style of hotel and the number of guests the room will accommodate. Stools to have upholstered seats. Lighting adequate for use. 39 .
• Alcoves acceptable only when located in the entrance or lobby area. • • • A generous amount of clothes storage. Open alcoves not acceptable. a substantial (armed and upholstered) chair at the dressing table / desk may replace the second easy chair.B. fully upholstered on seat and back and offers a greater degree of comfort. consideration given for ease of use at the dressing / writing table. HHHHH • As Four Star • N.2. or an additional chair provided. HHHH • • Dressing / writing table providing very good and ample free space.B. • • • Double / Twin – two easy chairs (stools are not acceptable). Lighting provided specifically to illuminate the dressing / writing table. N. • • Single – one substantial easy chair plus an additional chair providing comfortable use at the dressing / writing table. A wide range of quality hangers provided. • Dedicated area for unpacking luggage – possibly a moveable stand. Illumination inside the wardrobe expected. Seating used for room service eating of an appropriate style and height. Where the hotel’s market is predominantly business clientele. An easy chair has arms. Occasional / dining tables of appropriate height for dining – unless trolleys are used. Where this is the only chair. • Double / Twin – two easy chairs or one easy chair plus one upholstered stool. 40 . • A fully fitted or freestanding wardrobe. • Single – one easy chair. Double / twin – two substantial easy chairs plus an additional chair providing comfortable use at the dressing / writing table.0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH • Dressing / writing table with clear under-space so guests can easily use it. A shelf instead of a bedside table is not acceptable.
A radio with all available channels properly tuned in provided.6 BEDROOMS One Star Two Star H 2. • As One Star 41 . 2.0 DETAILED REQUIREMENTS 2. • As One Star 2.6.22 In-Room Entertainment (Minimum Entry Requirements) • • • • Colour TV available in bedrooms. A full-length mirror is a mirror of suitable size and in a convenient position for guests to see themselves from head to toe. Kettles should not have to be operated at floor level. Where only room service is provided.6. Where clock radios are used.6. the availability of a hospitality tray at no extra charge to be advertised to guests. on request. instructions for use provided and clock set accurately.20 HH • At least two mirrors in the bedroom. unless 24 hour room service is advertised and available. Ease of viewing and safety taken into account when positioning television. in each bedroom. Televisions may be safely mounted on a wall bracket. one of which must be a full-length mirror and one at the dressing table area.2. Mirrors (Minimum Entry Requirements) • At least one mirror in the bedroom. If there is only one mirror it should be a full-length mirror and be placed next to the dressing table surface or equivalent. Fresh milk available on request and ingredients for making hot drinks kept wrapped or in lidded containers. All available channels properly tuned in.21 Beverage Making Facilities (Minimum Entry Requirements) • • • • Tea / coffee making facilities provided in bedroom.
• Televisions with generously sized screens – greater than 46cms / 18ins. where provided. • • Additional audio-visual options provided as well as terrestrial channels e. fresh milk. • In-room facilities.g. china cups and teapot.g.g. • • • TV remote control provided.0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH • As Two Star HHHH • As Two Star HHHHH • As Two Star • A wider range of hot drinks likely to be provided e. 42 . CD Player. in-house channels. cable. Radio provided in each bedroom – possibly part of television installation. and freshly ground coffee. if not provided. of an excellent standard e. DVD or video library. and other drinks such as hot chocolate. advertised to guests. satellite. Guests able to watch TV in comfort from both a chair and the bed. and PlayStation etc. choice of teas. • As well as 24 hour room service. biscuits.2. A range of radio channels. the availability of a hospitality tray. choice of hot drinks including a range of speciality teas.
USA.25 Hairdryer (Minimum Entry Requirements) A hairdryer provided in every bedroom. Telephones. • The cost of one 5 minute international call at peak rates. e. use of phone cards and connection to mobile phones. Where not provided. • The cost of one 5 minute long distance call at peak rate. a means of communication with staff at night in the event of an emergency must be provided.6.g. • As One Star 43 . international. the following information to guests: • The cost of one 5 minute local call at peak rate.0 DETAILED REQUIREMENTS 2.23 HH • As One Star Communication and Business Services (Minimum Entry Requirements) • • • Bedroom telephone optional. as a minimum. and room-to-room calls. 2.6. by 1 January 2008. • The cost of one 5 minute international call at off-peak rate.g.24 Telephone Charges (Applicable to all Star Levels) All Star Levels Where telephones are provided. In addition. Hotels expected to provide. and advertised in the bedroom. 2. • The cost of one 5 minute long distance call at off-peak rate. with instructions on how to use any additional services such as telephone message service. displaying the hotel telephone number together with the bedroom extension or telephone number. e. • The cost of one 5 minute local call at off-peak rate. internet.6 BEDROOMS One Star Two Star H 2.2. Telephones. an explanation of what constitutes a local and long distance call should be given as well as a clear explanation of peak and off-peak. rate card displayed in bedrooms illustrating typical charges for local. where provided. long-distance. USA.6. where provided.
HHHHH • A minimum of two direct dial telephones – one at the bedside and one on the desk / dressing table. Guests able to call individual hotel departments directly. Writing materials.2. Broadband connection (required by 1 January 2008). where there is a business market need (required by 1 January 2008). Telephones displaying the hotel telephone number.0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH • • Direct dial telephone provided. HHHH • An additional socket for internet connection. the bedroom extension / telephone number and instructions on how to use any additional services such as telephone message services and room-to-room calls. • • • • • As One Star • As One Star • As One Star • As One Star • An additional hairdryer to be available on request when the hairdryer is in a fixed location in the bathroom. including stationery. Notepad with pen or pencil provided. • As Four Star 44 .
• As One Star 45 . Room service menu. Multi-lingual instructions or diagram for fire evacuation procedure. An ashtray where smoking permitted. (possibly in a room information folder). if not already provided in the bedroom.6. Telephone information e. This should include the following where applicable: • • How to summon assistance in a night-time emergency.26 HH • As One Star In-Room Information (Minimum Entry Requirements) Hotel services and facilities advertised in all bedrooms. A drinking tumbler per guest. Laundry / pressing / dry cleaning service.0 DETAILED REQUIREMENTS 2. in clear glass.6 BEDROOMS One Star Two Star H 2. Message taking service. charges. even if a trouser press is provided in room. radio and all electrical appliances. scratchless plastic or wrapped disposable. Meal times (and menus). How to use TV. • • • • • • • • • 2. ‘Do not disturb’ notices for guests to use. Shoe cleaning facilities advertised if not already in the bedroom.2. Iron and ironing board advertised as available. internal directory.6.27 Miscellaneous (Minimum Entry Requirements) • • • • A waste paper container – nonflammable if smoking permitted. Sufficient and conveniently situated power sockets allowing for the safe use of all electrical equipment provided.g. local services.
HHHHH • Consideration given to multilingual and visually enhanced material. 46 . • As One Star • As One Star • An in-room safe (required by 1 January 2008).2.0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH • As One Star HHHH • A more comprehensive guest directory.
situated close to the bedroom on the same floor and lockable with a key provided. Practical.3 Room Size (Minimum Entry Requirements) • Bathrooms of sufficient size for adequate guest comfort and ease of use.2. • As One Star 47 . en-suite or private facility.7. N. • All bathrooms of quite good quality and condition. is not acceptable.0 DETAILED REQUIREMENTS 2. Best practice suggests that washable flooring is more hygienic than carpeting. 2. and providing satisfactory ease of use with some evidence of coordinated fittings.1 HH • As One Star Provision (Minimum Entry Requirements) • • • • All bedrooms to have en-suite bathroom or shower rooms or private facilities. flooring and décor. A washbasin with hot and cold running water and a minimum internal measurement of 36 x 24cms / 14 x 9. 2. An en-suite facility has the bath or shower and WC situated in room(s) with a door(s) separate to the bedroom. from bedrooms via public areas such as reception or lounge etc.7. which all have WC and bath or shower.2 General Quality (applies to all bathroom and shower rooms types) (Minimum Entry Requirements) • • All bathrooms of acceptable quality and condition with practical fittings.7 EN-SUITE BATHROOM AND SHOWER ROOMS AND PRIVATE FACILITIES One Star Two Star H 2. well-fitted and easily cleanable flooring.5ins. Access to private bathrooms or WCs. flooring and décor providing ease of use. A private facility is one designated solely for the occupants of one bedroom. or extra public bathrooms. Guests informed of this at the time of booking. In-bedroom showers are not acceptable.B. • Particular attention given to maintenance and lighting levels.7. Basin provided in either the bedroom.
space etc.0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH • All bedrooms to have en-suite bathrooms or shower rooms. • All bathrooms of very good quality and condition. flooring and décor.2. • • • • All bathrooms of good quality and condition. must be of an excellent standard to compensate for the loss of the bath. the quality of the shower fittings. likely to be in a vanity unit commensurate to Three Star quality. • All bathrooms of excellent quality and condition. HHHH • All bedrooms to have en-suite bathrooms. flooring and décor. bath and thermostatically controlled shower. basin and shower. and providing excellent ease of use with a luxurious standard of fittings. A full-sized washbasin. All en-suites with WC and thermostatically controlled showers. and providing good ease of use with matched and well co-ordinated fittings. • Bathrooms more spacious and with a good degree of free space. • As Three Star • Spacious bathrooms with generously sized bath. Washbasin situated within the ensuite facility or designated dressing area. At least half of these with a bath in addition to the shower. 48 . Where there is no bath. Where sited in the bedroom area. flooring and décor. HHHHH • All bedrooms with en-suite facilities with WC. which all have WC and bath or shower. water pressure. and providing very good ease of use with a superior standard of fittings.
Window coverings possibly not necessary for Velux-style windows fitted in the ceiling and in no way overlooked. 2. Conveniently located electric shaver point.5 Equipment in En-Suite and Private Facilities (Applicable to all Star Levels) All Star Levels All bathrooms or shower rooms – private and en-suite – equipped with: • Internal lock or bolt on all private bath or shower rooms but not necessary for en-suites. Baths and showers providing a strong and easily adjustable flow of water. • A lidded sanitary disposal bin and sanitary bags.7. with voltage indicated.2. until 10. Windows fitted with curtains. Non-slip surface or mat for use in baths or showers. Towel rail or equivalent sufficient for the number of guests in the room. A mirror situated above or adjacent to the washbasin. Bath or shower.7 EN-SUITE BATHROOM AND SHOWER ROOMS AND PRIVATE FACILITIES One Star Two Star H 2. • Toilet paper and holder plus spare toilet paper.7.0 DETAILED REQUIREMENTS 2. washbasin and mirror. 49 . Adequate storage with space for guests’ own toiletries.m.4 HH • As One Star Water Supply (Minimum Entry Requirements) • • Sufficient hot water provided at all reasonable times – usually 7. blinds or shutters to ensure privacy.m. Hook for clothes. Soap and soap dish.00 p.00 a. • As One Star • • • • • • • • • All toilets equipped with: • A lidded WC.
• As One Star • As One Star • As One Star 50 .2. HHHH • As Three Star.0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH • Sufficient hot water available at all times. HHHHH • As Three Star.
guests are invited and agree to a less frequent change during their stay. 2. Lighting. Security fittings installed on any bathroom window.0 DETAILED REQUIREMENTS 2. Where a Velux-style window or skylight acts as the only form of ventilation.2. absorbent. Fresh soap provided for each new letting. A heated towel rail is acceptable. which could be left open and access gained from outside e. Heater light bulbs are not acceptable. cotton hand and bath towel provided for each new guest and changed every day except where.6 HH • Combined light and heater is not acceptable.7 EN-SUITE BATHROOM AND SHOWER ROOMS AND PRIVATE FACILITIES One Star Two Star H 2. Lighting provided above or adjacent to the washbasin mirror. All bathrooms with an external window require dedicated heating. a pole or other means of opening should be provided. • As One Star 51 .5). as part of an advertised environmental policy. Paper mats not acceptable.adequate ventilation and extraction (window or extractor fan).7. N. Heating .g.adequate heating.adequate covered lighting in all bathrooms. Ventilation . windows near fire escapes. Opaque window covering required (see above under 2.7 Towels and Toiletries (Minimum Entry Requirements) • • • A clean.7. shower rooms and toilets.7. Bathmat. Particular attention paid to the cleanliness and hygiene of liquid soap dispensers where provided.B. Heating and Ventilation (Minimum Entry Requirements) • • • • Lighting .
HHHHH • • Excellent light intensity overall. • A range of very good quality guest toiletries. Or some means of providing guests with additional dry towels on request. bath soap. Emergency toiletries such as toothbrush. An excellent range of luxury guest toiletries (for example hand soap. especially at the mirror. HHHH • A heated towel rail or equivalent (with on / off switch) operational throughout the year. Excellent heating.2. shampoo and bath / shower gel provided. gels. tissues etc). Good quality soap. • • A range of towels which includes bath sheets. and disposable razor available. shampoo. co-ordinated towels of good quality and condition. • • • Generously sized. body lotion. ventilation and extraction. possibly for a charge. robes and face cloths of excellent quality and condition.0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH • Good lighting. heating. 52 . ventilation and extraction.
1 HH • Furnishings.8. Acceptable space and comfort for the needs of residents’ guests for meals or drinks. A bell or internal telephone provided to summon attention when staff not present. fittings and décor of acceptable quality and condition. • As One Star 2. A bar used for reception purposes is not acceptable. • • • 2. Adequate ventilation if smoking is permitted.0 DETAILED REQUIREMENTS 2. ornaments etc.8 PUBLIC AREAS One Star Two Star H 2. plants. • The reception facility separate from a bar counter. Lounges. including sufficient light on stairways and landings at night. Acceptable space and comfort for guests. 53 . e.8. mirrors. Good levels of heating and ventilation. relative to the number of bedrooms. A clearly designated area at one end of a bar counter is acceptable. Quite good space and comfort for guests. providing an ambient temperature and adequate air flow at all times of the year.8. Restaurants etc) (Minimum Entry Requirements) • • Furnishings. Reception.2. General Quality – All Public Areas (Bars. Heating and Ventilation (Minimum Entry Requirements) • • • Acceptable levels of lighting appropriately positioned for safety and comfort in all public areas. pictures. fittings and décor of a quite good quality and condition.2 Lighting. Decorative enhancements creating a welcoming ambience.3 Reception Areas / Lobby (Minimum Entry Requirements) • • A clearly designated reception facility that is at least a hallway and either an appropriate flat surface. a hatch or the use of a table in the hotel office.g.
• • • Good levels of lighting with thought given to both intensity and to positioning e. fittings and décor of very good quality and condition.g. which may include air conditioning. • Sufficient space for guests arriving with luggage. • • Excellent lighting. • Very good lighting. and non-residents. • Greater amount of space and comfort (including seating) for arriving and departing guests. Additional facilities such as secondary dining. giving sufficient light for all practical purposes and also designed to good effect showing off features.2. counter or table. business centre. Very good space and comfort for guests. • A clearly designated reception area within an impressive foyer or entrance hall. HHHHH • Furnishings. business or leisure). Dedicated reception area with desk.B. A choice of environments of sufficient size to provide generous personal space. for reading menus. possibly including separate sitting areas and a choice of seating styles. Excellent temperature control. leisure.0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH • • Furnishings. taking into account the needs of different markets (e.g. A hatch or occasional table is not acceptable. HHHH • • Furnishings. providing an overall luxurious standard. fittings and décor of good quality and condition. spa. Good space and comfort for guests. 54 . fittings and décor of an excellent quality and condition. N.
The bar and lounge possibly combined and providing the only sitting area in the hotel’s public areas.2. Guests should not be expected to share tables in the restaurant.8. Sitting Areas and Restaurants (Minimum Entry Requirements) • • • • A bar or lounge with adequate comfortable seating for resident guests accessible throughout the day and evening – at least from breakfast time to 10.8. 55 .00 p.6 Lifts (Minimum Entry Requirements) • • Optional. 2. • Where there is no lift. brassware and glass panels. Particular attention given to the maintenance of door handles. on the fourth floor.e. leisure and business hotels and where nonresidents dine or visit the bar. Dispensation is possible in older buildings and / or architecturally listed buildings where it can be shown that fitting a lift is impractical or unacceptable to planning authorities. Assistance with luggage available on request when there is no lift. Adequately lit 24 hours. this should be made clear at the time of booking. Clear. numbers. help with luggage must be offered on arrival and departure.m.0 DETAILED REQUIREMENTS 2. Lounges. Best practice suggests the provision of a no-smoking area. in resort hotels. Provision of further seating where there is a market need e.5 Other Public Areas Including Corridors and Staircases (Minimum Entry Requirements) • • • Corridors and stairs in good repair and free from obstruction.8 PUBLIC AREAS One Star Two Star H 2.4 HH • As One Star Bars.8. • A lift is required when there is a guest bedroom that is more than three floors higher or lower than the entrance level floor i. directional signage to bedrooms and reception (where needed).g. In this instance. • As One Star 2.
The expectation at Five Star is a separate lift for hotel services such as luggage.0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH • Suitable seating layout and range of furniture appropriate for meeting the market needs of certain hotels e. hotels where business meetings take place or where refreshments are offered in the lounge.2. and of sufficient size and with well-designed layout to provide generous personal space and privacy for guests. Sitting areas not necessarily all lounges but certainly offering a range of environments. • It is expected that a lift will be provided to all floors in the main building. laundry and room service. Corridors and staircases permanently lit. A variety of seating styles expected. quality and speed. • Corridors normally wide and spacious. Restaurant tables should have sufficient space around them to allow a high degree of privacy and freedom of movement. but also the size. 56 . on the third floor. A serviced coat storage cloakroom provided. HHHHH • The environment of all sitting areas of excellent quality and condition. comfort. • • • Corridors and staircases wide and spacious allowing freedom of movement for guests and service trolleys.e. • A lift is required when there is a guest bedroom more than two floors higher or lower than the ground floor i. • At this level. it is not only the provision of a lift that is important. to prevent delays. HHHH • There should be sufficient full height dining tables. Receipts given. • • • • Corridors and staircases well-lit 24 hours.g. especially at breakfast.
regularly cleaned. covered light.8 PUBLIC AREAS One Star Two Star H 2. Toilets possibly shared by ladies and gentlemen. 2. hook on door. where provided.0 DETAILED REQUIREMENTS 2. checked and adequately ventilated.2. designated no-smoking.7 HH • As One Star Public Telephones (Minimum Entry Requirements) • • A telephone accessible 24 hours a day unless direct dial.8. lidded sanitary bin and bags. • As One Star 57 . mirror. hand drying facilities.8.8 Public Area WCs (Minimum Entry Requirements) Where hotel is open to non-residents: • A toilet facility conveniently situated for the public areas. The following facilities provided as a minimum: washbasin with soap. • All toilets well maintained. toilet roll holder with toilet paper. seat with lid. house phones or mobile handsets). in-room facilities are provided (payphones. Enclosed telephone booths or rooms.
58 . • Spacious. higher quality standards.2. • Separate facilities for ladies and gentlemen.0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH • As One Star HHHH • As One Star HHHHH • Public and courtesy telephones offering a degree of privacy. luxurious and numerous toilet facilities and with refinements such as individual hand towels. highquality toiletries and accessories. Efficient hand drying and ample mirrors. • • More spacious.
Grounds and gardens well maintained and kept tidy. well lit and clearly signed.9 EXTERNAL AREAS (AS APPLICABLE) Minimum Entry Requirements One Star Two Star H • External areas include the appearance of the building. ground floor and annex bedrooms including external paths and walkways. Security issues taken into account. Parking areas tidy. HH • As One Star • 59 . pathways and drives and any car parking. All aspects of these areas improve in quality and condition as the Star level increases. well maintained. Adequate levels of lighting for safety and comfort in all public areas. The hotel entrance should be clearly identifiable and the doorway illuminated when it is dark. grounds and gardens. HH • As One Star • • • • • • 2. Particular attention given to the safety and security of guests and their belongings in car parks. clearly defined.2. including sufficient light on stairways and landings at night. we will take into account the facilities provided in this annexe when determining the rating for the hotel as a whole. Annexe accommodation may be situated in a separate unit or units within the hotel grounds or within easy walking distance of the main building – with good levels of external lighting.0 DETAILED REQUIREMENTS 2.10 ANNEXES Minimum Entry Requirements One Star Two Star H • Where a hotel has an annexe.
0 DETAILED REQUIREMENTS Three Star Four Star Five Star HHH • As One Star HHHH Grounds and gardens a feature in their own right. This could include chauffeured transport or escort with umbrella provided. HHHHH • As Four Star Three Star Four Star Five Star HHH • As One Star HHHH • As One Star HHHHH • Under cover access to any accommodation separate to the main building. Well maintained and high-quality appearance all year round. 60 .2.
email@example.com@theaa. All rights reserved.com AA Signs Emma Gordon Tel: 01256 491612 emma.com South Martin Jeffery Tel: 01256 493442 firstname.lastname@example.org Hotel Groups Nicky Hackman Tel: 01256 492416 nicky.AA Hotel Services Contact Information AA Hotel Services 14th Floor Fanum House Basing View Basingstoke Hants RG21 4EA General Office Telephone: 01256 844455 Office Facsimile: 01256 491647 Area Customer Support Advisors North Lynn Oinn Tel: 01256 493226 lynn. Basingstoke.kershaw@theaa. Hampshire. RG21 4EA Registered Number: 1878835 © 2006 Automobile Association Developments Limited.email@example.com London & the South East Joyce Kershaw Tel: 01256 492595 joyce.com Internet Queries & Hotlinks Rebecca Baldwin Tel: 01256 493275 rebecca.com Hotel Accounts Brian Ellarby Tel: 01256 493334 brian.oinn@theaa. HSP 26 Manager.com .firstname.lastname@example.org@theaa. Basing View.com Automobile Association Developments Limited Registered Office: Fanum House. Business Development & Administration Louise Panton Tel: 01256 491618 email@example.com@theaa.com New Applications 01256 844455 Secretary Accommodation Committees Joan Brown Tel: 01256 493332 joan.com Display Advertising in AA Guide Books Karen Weeks Tel: 01256 491545 karen.
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