Aa Hotel Quality Standards PDF

Recognising Excellence
Recognising Excellence
Hotel
Quality Standards
AA Hotel Services
14th Floor, Fanum House, Basing View,
Basingstoke, RG21 4EA
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Registered Office: Fanum House, Basing View, Basingstoke, Hampshire RG21 4EA
Registered in England and Wales number: 06112600
©2011 AA Media Limited Hotel Services
WELCOME CONTENTS
2.0 detailed quality guidance

2.1. OVERALL STANDARDS 10 2.6.3 Housekeeping 27
Dear Proprietor, 2.1.1 Statutory obligations 10 2.6.4 Size and spaciousness 27
2.1.2 Safety and security 11 2.6.5 Suites 28
AA Hotel Services have been recognising accommodation since 1908 and first introduced 2.1.3 Maintenance 11 2.6.6 Bed size: quality 28
the star rating scheme in 1912, recognising and rewarding establishments for the 2.1.4 Cleanliness 11 2.6.7 Bed Accesss 28
quality and range of their services and facilities. The AA is the only pan-Britain assessing 2.1.5 Physical quality 12 2.6.8 Bedding requirements 29
organisation and is the British Hospitality Association’s Patron Supplier for quality rating 2.1.6 Hospitality 12 2.6.9 Bedding Quality 29
and assessment to the hospitality industry. 2.1.7 Services 13 2.6.10 Decor: walls, ceiling and paintwork 29
2.1.8 Opening 13 2.6.11 Heating and temperature control 30
Our Hotel Quality Standards have evolved over the years to reflect consumer expectations 2.1.9 Guest access 13 2.6.12 Lighting 30
within the industry and to ensure our ratings and awards are accurate, consistent and 2.6.13 Windows 31
reliable. Since 2006 we have shared these common standards with the three national tourist 2.2 SERVICES 14 2.6.14 Window coverings 31
boards ensuring consistency with every accommodation rating scheme in the UK. 2.2.1 Staff appearance 14 2.6.15 Flooring 31
2.2.2 Reservations, prices and billing 15 2.6.16 Furniture, soft furnishings and fitting 32
2.2.3 Reception: staff availability for guest arrival 16 2.6.17 Tables 32
The Hotel Quality Standards outlined in this brochure are fundamental in achieving your
and departure 2.6.18 Clothes and luggage storage 32
nationally recognised and approved rating, so all establishments wishing to be affiliated
2.2.4 Luggage Handling 16 2.6.19 Seating 33
with the AA should adhere to the specific criteria outlined on the following pages.
2.2.5 Other - Reception/Concierge/Housekeeping services 17 2.6.20 Mirrors 33
These standards are the basis for the inspections that will take place at your establishment - 2.6.21 Beverage-making facilities 33
2.3 ALL MEALS - DINING QUALITY 18
by reading and applying the criteria carefully, you can be confident that your establishment 2.6.22 In-room entertainment 34
AND INFORMATION
will meet the high industry standards required to become recognised by the AA. 2.6.23 Communication and business services 34
2.3.1 Dining provision 18
2.6.24 Telephone charges 34
2.3.2 Restaurant ownership 18
2.6.25 Hairdryers 35
We look forward to working with your establishment and promoting it through the AA 2.3.3 Tables/table appointment 19
2.6.26 In-room information 35
Hotel Recognition Scheme. 2.3.4 Meal Service: staff 19
2.6.27 Miscellaneous 35
2.4 Breakfast 20
AA Hotel Services 2.7 Ensuite bathroom and shower 36
2.4.1 Provision 20
2.4.2 Breakfast times 20
rooms and private facilities
2.7.1 Provision 36
2.4.3 Pricing 20
2.7.2 General quality 36
2.4.4 Menu 20
(applies to all bathroom and shower room types)
2.4.5 Range of dishes 21
2.7.3 Room size 36
2.4.6 Food quality 21
2.7.4 Water supply 37
2.4.7 Style of service 21
2.7.5 Equipment in en suite and private facilities 37
CONTENTS 2.5 other meals 22 2.7.6 Lighting, heating and ventilation 38
2.5.1 Dinner: hours of service 22 2.7.7 Towels and toiletries 38
2.5.2 Range of dishes 22
2.8 public areas 39
2.5.3 Menu and pricing 22
1.0 general overview 2.5.4 Food quality 23
2.8.1 General quality: all public areas 39
(bars, lounges, reception, restaurants etc)
2.5.5 Style of service 23 2.8.2 Lighting, heating and ventilation 39
HOTEL STANDARDS 2 1.3.3 What is quality? 5
2.5.6 Wine and wine service 23 2.8.3 Reception areas/lobby 39
1.3.4 The quality score 5
1.1 INTRODUCTION 2.5.7 Alcoholic drink services/licences 23 2.8.4 Bars, lounges, sitting areas and restaurants 40
4 1.3.5 Quality bands 5
(as applicable under the licensing laws in each country)
1.1.1 Serviced accommodation 4 2.8.5 Other public areas including corridors 40
1.4 SUB-CATEGORY/DESIGNATORS 6 2.5.8 Lunch service 24
1.1.2 AA Quality Standards 4 and staircases
1.4.1 Types of sub-categories/designators 6 2.5.9 Light refreshments, snacks and afternoon teas 24
1.1.3 Dispensations 4 2.8.6 Lifts 41
1.4.2 General descriptions 6 2.5.10 Room service provisions 24
2.8.7 Public telephone 41
1.2 DETERMINING THE STAR RATING 4 2.5.11 Room service: service and presentation 25
2.8.8 Public area WCs 41
1.5 KEY REQUIREMENTS AT EACH 7 2.5.12 Room service: breakfast 25
1.3 QUALITY 5 RATING LEVEL 2.9 external areas (as applicable) 42
1.3.1 Quality assessment 5 2.6 bedrooms 26
1.3.2 Quality terminology 5 2.6.1 Provision 26 2.10 annexes 43
2.6.2 General Quality 26
1.0 GENERAL OVERVIEW
1.1 Introduction
1.2 determining the star rating
1.3 quality
1.4 sub-categories/designators
1.5 key requirements at each

rating level
1.0 general overview 1.0 general overview
Top tips to get the most from AA Recognition AA Inspection Appeals Procedure
and from your AA Inspection
Make sure your team have read and understood Proprietors of either AA recognised
Hotels or Guest Accommodation who
the AA Quality Standards booklet.
wish to appeal against the results
The content is vital in order to understand the requirements at each star level.
of an AA inspection carried out at
The debrief with your inspector is a two way their establishment must follow the
procedure outlined below.
conversation.
Whilst it is important to listen to the inspector’s account of the stay and to 1. Any appeal must be made in writing to AA
note any tips and advice they offer, it is also an opportunity to ask lots of Hotel Services within 21 days of the report
questions and to advise them of any plans you may have to make changes being received.
or improvements to your operation.
2. The appeal should detail the main reason for
the appeal i.e. the level of rating, merit score
It is critical that you advise us of any changes to for hotels or level of AA award recommended.
your operation.
This may be something like a change of chef, which we need to know about 3. Should the appeal be about the level of star
rating, proprietors should ensure that their
if you have AA Rosettes or about refurbishment you have carried out or
establishment meets all the necessary minimum
you are planning. You may want us to postpone your visit because of work requirements outlined in the AA Quality
being carried out or you may want us to reflect the changes you have made Standards Booklet.
in your description.
Your inspector is here to help; as are our 4. Appeals would be formally acknowledged
within 7 working days of receipt of the appeal
office administration team. together with a form to organise an appeal
Please feel free to contact us, we are available all year round visit on an overnight basis.
not just at the time of inspection.
5. The appeal visit would be subject to a non
Make sure you familiarise yourself with refundable fee as detailed below which would
not be organised until full payment had been
all the other benefits. received.
They could save you money or enhance your marketing.
6. Once the application and fee has been received
Send us quality pictures to fill the multiple an appeal visit from a member of the senior
inspection team will take place within 4-6
image spaces on your page on our website. weeks of receipt (subject to the establishment’s
Good pictures will enhance the customer’s first impression of availability).
a property and could influence them to make a booking.
7. The findings of the appeal visit will be fedback
Fill in the questionnaire we send you in the normal way of both a discussion after
check-out and a report following after the visit.
each year about your establishment.
This ensures we have up to date information about your 8. The outcome of this report will supersede the
property on our website and in our AA Lifestyle guide. previous visit and will be final.
Make sure your AA signage is correct

and up to date.
For information on signage or to purchase new or
additional signs telephone 01256 844455 or email
HotelServicesCustomerSupport@theAA.com
Do you require any assistance and advice with your food, training for your team? Prices are available upon
The AA offers a wide range of training and consultancy packages. Including additional inspections and tailored Mystery Guest application or on our website:
programmes.
theAA.com/Hotels
For further details telephone 01256 844455 or email HotelServicesCustomerSupport@theAA.com
2 general overview general overview 3

1.1 introduction 1.3 Quality

1.1.1 serviced accommodation 1.3.1 quality assessment
Serviced accommodation in Britain is broadly divided into three categories: There are five levels of quality ranging from One to Five Stars. 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 six key areas - cleanliness, service, food,
• Hotels: formal accommodation with full service bedrooms, bathrooms and hospitality.
• Guest Accommodation (e.g. B&Bs, Inns etc.): informal accommodation with limited service. 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.
• Budget Hotel (e.g. roadside, budget lodge style): uniform accommodation with limited service.
This booklet describes the requirements for the Quality Standards for Hotels.
Any establishment operating with the word ‘hotel’ as part of their business name will be assessed using the hotel requirements listed in this 1.3.2 Quality terminology
booklet.
We use phrases such as ‘good’, ‘very good’ etc. to signify ascending levels of quality in broad terms only.
These standards indicate typical consumer expectations of each star rating. They are neither prescriptive nor definitive because we recognise
the wide variety of quality elements that can be included – for example, style, which can range from traditional to minimalist.
1.1.2 AA Quality Standards for hotels
The AA standards in this booklet are identical to those that will be applied by VisitBritain, VisitScotland and VisitWales for assessing the quality
of serviced accommodation in Britain. Your rating will be the same whichever organisation carries out your assessment.
1.3.3 What is quality?
If you choose to be assessed by more than one organisation, each organisation will award you the same star rating.
When we are assessing quality we take into account the following:
You will only be eligible for special AA Awards, (e.g. AA Hotel of the Year, Rosettes for food etc.) if you have full AA recognition through
annual AA inspection. • Intrinsic quality – the inherent value of an item.
• Condition – the maintenance and appearance of an item. 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?
1.1.3 dispensations
• Attention to detail – the evident care taken to ensure that the guest experience is special and of the same high standards for all.
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. This flexibility will be considered on a case-by-case basis. • Guests’ choice and ease of use – the guest experience is enhanced through choice – be it the choice of beverages in the room or the
choice of room temperature. This is further improved by how usable the guest finds the room and its contents.
Any exceptions will need a proportional increase in quality in other areas to compensate for the area where an exception is sought.
• Presentation – the way the room and its contents are presented for guests’ arrival and during their stay.
1.3.4 the quality score
When AA inspectors visit your property, they will evaluate and give a quality score to all aspects of the accommodation and service.
1.2 determining the star rating
The total of all these scores establishes an overall percentage score for quality.
Based on this score, establishments will be given an overall quality rating on a scale of One to Five Stars, based on the chart below.
An establishment will need to satisfy three elements to reach a particular star rating:
1. All relevant requirements must be met.
2. The overall percentage score for quality must reach the appropriate band (see quality bands 1.3.5) 1.3.5 quality bands
3. The relevant standard of quality in the six critical areas as highlighted below. ONE Star two Star three Star four Star five Star
There are nine key areas of assessment. The six most critical areas are:
30 – 46% 47 – 54% 55 – 69% 70 – 84% 85 – 100%
Hospitality, Service, Bedrooms, Bathrooms, Cleanliness and Food
The star rating level across all of these six areas must be met in order to achieve a particular star rating. The remaining three areas are:
exterior, public areas, dining room/restaurants. Where additional facilities are provided e.g. spa, these will also be assessed.
4 general overview
introduction / determining the star rating quality 5
1.4 sub-categories/designators 1.5 KEY REQUIREMENTS AT EACH RATING LEVEL

1.4.1 TYPES OF SUB-CATEGORIES/DESIGNATORS ONE Star two Star three Star four Star five Star
All hotels will be positioned in one of the following descriptive sub-categories. These have been developed to help consumers understand 30-46% 55-69%
more clearly the different types of hotels available in Britain.
47-54% 70-84% 85-100%
• A minimum of five (In addition to the (In addition to the (In addition to the (In addition to the
Hotels in each of these sub-categories need to fulfil all hotel requirements detailed in this booklet with the exception of Metro Hotels where letting bedrooms. requirements for Two Star)
requirements for One Star) requirements for Three Star) requirements for Four Star)
provision of dinner is not a requirement.
• 100% of bedrooms • All areas of operation • All areas of operation • Expectation is for • Excellent staffing levels
with en suite or private should meet the Two should meet the higher quality of with well-structured and
facilities. Star level of quality Three Star level of service levels in all dedicated teams with
for cleanliness, quality for cleanliness, departments and in depth in management
1.4.2 general descriptions • Resident guests, once maintenance and maintenance and general higher staffing levels.
registered, have access hospitality, and for hospitality, and for levels; as well as a
Hotel Formal accommodation with full service. Minimum five guest bedrooms but more likely in excess of 20. to the hotel at all times. the quality of physical the quality of physical serious approach and • Exceptional levels of
Proprietor and/or staff facilities and delivery facilities and delivery clear focus to the food proactive service and
Country House A country house hotel with ample grounds or gardens, in a rural or semirural situation with an emphasis on peace on site all day and as of services. of services. and beverage offering. customer care.
Hotel and quiet. a minimum on call to
resident guests at night. • Once registered, • All areas of operation • All areas of operation
residents have access should meet the should meet the Five
Small Hotel Smaller hotels with a maximum of 20 bedrooms. They will be personally run by the proprietor and are likely to
• A dining room/restaurant at all times during the Four Star level of Star level of quality
have limited function business.
or similar eating area day and evening (e.g. quality for cleanliness, for cleanliness,
serving a cooked or from 7 am until 11 pm) maintenance and maintenance, hospitality,
Town House Hotel High quality town/city centre properties of individual and distinctive style with a maximum of 50 rooms. continental breakfast without use of a key. hospitality, and for and for the quality of
High staff-to-guest ratio. Public areas may be limited. Possibly no dinner served but room service available instead. seven days a week. the quality of physical physical facilities and
• Access available facilities and delivery delivery of services.
• A dining room/restaurant outside these times. of services.
Metro Hotel A town/city hotel providing full hotel services with the exception of dinner. Within easy walking distance of a range
or similar eating area • Hotel open seven days
of places to eat.
serving evening meals • Dinner served a • 24 hour room service, a week all year.
at least five days a week minimum of six including cooked
(but hotels that do not evenings a week breakfast and full • Enhanced services
offer dinner and are with bar snack or dinner during restaurant offered e.g. valet
located within easy equivalent available opening hours. parking, escort to
walking distance of a on seventh evening bedrooms, proactive
choice of places to eat (unless hotel does not • Once registered, table service in bars
dinner, can also be rated have a restaurant – i.e. residents should have 24 and lounges and at
under the hotel scheme metro or town house hour access, facilitated breakfast, ‘concierge’
as a metro or town hotel, located close by on-duty staff. service, 24-hour
house hotel, as long as to choice of places to reception, 24-hour room
this is made clear to all eat). • Enhanced services service, full afternoon
prospective guests in all offered, e.g. Afternoon tea.
marketing and all other • Room service as a tea, offer of luggage
hotel requirements are minimum of hot assistance, meals at • At least one restaurant,
met). and cold drinks and lunchtime, table service open to residents and
light snacks (e.g. on request at breakfast. non-residents for all
• A bar or sitting area sandwiches) during meals seven days a
with a Liquor Licence. daytime and evening. • At least one week.
Option to provide on restaurant, open to
• Hotel generally open request only, without residents and non- • A minimum of 80% of
seven days a week need for full menu residents, for breakfast bedrooms with en suite
during its operating promoted in bedroom. and dinner seven days bathroom with WC, bath
season providing, on Guests should be made a week. Hotels without and thermostatically
every day open, the aware of this service restaurants located controlled shower, 20%
level of service and provision via room within easy walking may be shower only.
facilities appropriate information and made distance of a range
to its star rating. aware of prices before of places to eat are • A choice of
ordering. required to serve as a environments in public
• Proprietor and/or staff minimum snacks/light areas of sufficient
available during the day • All bedrooms with en refreshments in public relevant size to provide
and evening to receive suite bathrooms. areas/bedrooms, at generous personal space.
guests and provide least in core hours of
information/services • Internal or direct dial • Additional facilities
between 7am to 11pm.
such as hot drinks and telephone system e.g. secondary dining,
light refreshments. required (minimum is • All bedrooms with leisure, business centre,
ability to phone from en suite bathrooms spa, etc.
• A clearly designated bedroom to reception and all with WC and
reception facility. and vice versa). • At least one permanent
thermostatically
luxury suite available
controlled showers.
• Meeting all the current • Wi-Fi available in comprising of three
statutory obligations public areas. • Wi-Fi or internet separate rooms -
and providing Public connection provided bedroom, lounge and
Liability insurance cover. bathroom.
6 general overview
in bedrooms.
general overview 7
2.0 DETAILED QUALITY GUIDANCE
2.1 overall standards
2.2 services
2.3 ALL MEALS:

DINING QUALITY AND INFORMATION
2.4 breakfast
2.5 other meals
2.6 bedrooms
2.7 EN SUITE BATHROOM AND SHOWER

ROOMS AND PRIVATE FACILITIES
2.8 PUBLIC AREAS
2.9 EXTERNAL AREAS (AS APPLICABLE)
2.10 Annexes
8
2.0 DETAILED QUALITY GUIDANCE 2.1 OVERALL STANDards
ONE Star two Star three Star four Star five Star
2.1 OVERALL STANDARDS

2.1.2 Safety and security
• Proprietor and/or staff to be on site or on call to • Proprietor and/or staff • Proprietor and/or staff to be on duty 24 hours a day.
resident guests 24 hours a day. to be on duty from
7 am to 11 pm, and on (Applies to Four Star - Five Star Ratings)
2.1.1 Statutory obligations • Printed instructions, provided in the bedrooms, site 24 hours.
for summoning assistance during an emergency at
ALL STAR RATINGS night. If the proprietor lives away from the hotel,
it is expected that a member of management
• Public Liability Insurance: while not a statutory requirement, it is a requirement for participation in this scheme. Proprietors may be
or staff sleep on site and that their night-time
asked to provide evidence that Public Liability insurance cover is being maintained and that the requirements below are being fulfilled.
contact details are clearly advertised in every
bedroom.
Establishments are required to comply with all relevant statutory requirements including:
• A high degree of general safety and security,
• Fire Risk Assessment: to comply with the Regulatory Reform (Fire Safety) Order 2005; supply evidence that a Fire Risk Assessment has including information on evacuation procedures
been carried out annually, for guidance refer to: www.firesafetyguides.communities.gov.uk in the event of an emergency, to be advertised
in every bedroom. Multilingual emergency
• Food Safety/Hygiene: register with the local Environmental Health department.
procedure notices or use of symbols/diagrams
clearly displayed in every bedroom.
• Guest Register: provide a register of all guests; record passport number of all overseas guests.
• Adequate measures for the security of guests and
• Health & Safety: operate safely with due regard to health and safety legislation and with evidence of consideration for the safety of
their property.
guests and security of guests’ property; supply clear information on how to contact proprietor/manager in case of emergency. Supply
multilingual instructions or diagram for fire evacuation procedure.
(Applies to One Star - Two Star Ratings)
• Planning: comply with all local planning regulations. P RACT

T
 BE S
ICE
• Licensing: comply with all local licensing regulations. Ensure the fire evacuation strategy details emergency exit procedures for disabled people.

A Remember guests with hearing impairment may not hear knocking at the door.
• Hotel Proprietors Act: comply with this Act. CCESS
Record room location and any specific requirements and pass to staff at change of shift.
• Data Protection Act: comply with this Act.
• Prices & Payment: make clear to guests exactly what is included in all prices quoted for accommodation including taxes and any other 2.1.3 maintenance
surcharges; adhere to and not exceed prices quoted at the time of booking.
• Buildings, their fixtures, furnishings, fittings and exterior and interior décor • Buildings, their • Buildings, their
• Cancellation Policy: communicate clearly the cancellation policy to guests at the time of booking i.e. by telephone, fax or email.
maintained in a sound, clean condition and fit for the purpose intended. fixtures, furnishings, fixtures, furnishings,
• Consumer Protection from Unfair Trading Regulations 2008: comply with these Regulations by describing accurately in any fittings and exterior fittings and exterior
• All electrical and gas equipment in good working order and regularly serviced and interior décor and interior décor
advertisement, brochure, or other printed or electronic media, the facilities and services provided.
to ensure guests’ safety. maintained in a maintained in an
• Advise visitors at the time of booking and subsequently, of any change, if the accommodation offered is in an unconnected annexe or superior condition. excellent, immaculate
• Monitoring procedure in place for reporting of broken/damaged items in condition.
similar, and indicate the location of such accommodation and any difference in comfort and/or amenities from accommodation in the
guests’ bedrooms.
main property.
(Applies to One Star - Three Star Ratings)
• Equality Act 2010 (replaces the Disability Discrimination Act 1995): Comply with this Act. Welcome all guests courteously and without
discrimination in relation to gender, sexual orientation, disability, race, religion or belief. Make ‘reasonable’ adjustments to improve
service for disabled customers. Best Practice would suggest hotels produce an access statement which offers a description of facilities
and services offered specifically in relation to accessibility to inform people with access needs.
2.1.4 Cleanliness
• Provide guests with clean, hygienic, safe and well-maintained accommodation at all times.
• As the cleanliness of hotels at every star rating is of paramount importance to the consumer, consistent • Exceptional standards
NB It is unlikely that any establishment offering accommodation to DSS residents or operating as a refuge hostel for homeless people will standards of cleanliness are essential at every hotel. Particular attention should be given to bathrooms, of housekeeping.
be eligible to participate in the scheme. 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 appropriate standards of cleanliness.
• Bathrooms and shower rooms clean and fresh smelling. Particular attention paid to WCs, plugholes, shower
curtains, mirrors and extractor fans.
(Applies to One Star - Four Star Ratings)
PRACT
ST
IC
 BE
E
Consider using environmentally friendly and chlorine-free cleaning products, such as microfibre cloths that reduce the amount
of cleaning liquid required.
SU
LE
ST
A I NA
B
10 OVERALL STANDards OVERALL STANDards 11

2.1 OVERALL STANDards 2.1 OVERALL STANDards
ONE Star two Star three Star four Star five Star ONE Star two Star three Star four Star five Star
2.1.5 physical quality 2.1.7 services
• Hotels providing • Hotels providing • Hotels providing good • Hotels setting high • Hotels setting the • A relatively straightforward range of services • Good guest service • Very good guest • Flawless and
accommodation of accommodation of quality, comfortable standards for the highest international offered – often provided by the proprietor and with appropriate service, giving guests unobtrusive guest
acceptable quality quite good quality and more spacious hospitality industry. standards for the family/staff. staffing levels to the impression of service, giving guests
and comfort. and comfort. accommodation. hospitality industry. provide a prompt being well cared for by the impression of
• All aspects of the • All enquiries, requests and reservations, and efficient service trained, professional being very well cared
hotel offering a very • All aspects of the correspondence and complaints from visitors dealt without detriment to and attentive staff. for by highly trained,
good level of quality, hotel offering an with promptly and politely. other service areas at professional, proactive
spaciousness and excellent level of the same time. • Very good social skills and well managed
comfort. quality, spaciousness • Service and efficiency skills of a competent and anticipation of staff.
and comfort, providing standard. • Good social skills individual guests’
an overall luxurious and anticipation of needs evident in • Excellent social skills
standard. (Applies to One Star - Two Star Ratings) individual guests’ needs dealings with all and anticipation of
evident in dealings guests. individual guests’ needs
with all guests. evident in dealings
• Service, efficiency with all guests.
• All staff demonstrate and technical skills of
2.1.6 hospitality
a positive attitude and a very good standard • Service and efficiency
a willingness to help. and without detriment of an excellent
• Guests will be greeted and acknowledged in a friendly, efficient and courteous • Proactive interaction • Excellent levels to other service areas standard without
manner throughout their stay. and anticipation of of hospitality and • Service, efficiency and at any time. detriment to other
guests’ needs. customer care offering technical skills of service areas at any
(Applies to One Star - Three Star Ratings) a personalised a good standard. time. Delivered by
approach to every a structured team
individual guest. of staff with a
management and
P RACT supervisory hierarchy.
T
 BE S
ICE
Ensure staff ask if the guest has any access needs. • Some multi-lingual

A Welcome assistance dogs (legal obligation). Many disabled people rely on assistance dogs to provide independence. staff in hotels with an
CCESS
See the dog as being part of the person. international market.
P RACT
T
 BE S
ICE
Consider specific training for staff on how to welcome all types of guests.

A Consider learning to communicate in basic British Sign Language (BSL).
CCESS
PRACT
ST
IC
 BE
E
Include public transport options in promotional and booking information.
SU
LE
ST Ensure all staff are fully briefed and updated on the hotel’s sustainable tourism policy, particularly reception, concierge and
A I NA
B
dining room staff.
2.1.8 opening
• Hotel generally open seven days a week during its operating season providing, on every day open, • Open seven days a week
a consistent level of service and facilities appropriate to its star rating. all year, providing
a consistent level of
(Applies to One Star - Four Star Ratings) service and facilities.
2.1.9 guest access

• Once registered, resident guests have access to the • Once registered, • 24-hour access, • Both prior to and
hotel at all times. Proprietor and/or staff to be on residents must have facilitated by on-duty after registration,
site or on call to resident guests 24 hours a day. access at all times during staff. guests should have
the day and evening access without having
• It is acceptable for a front door key or security code without needing to to ring a bell. During
to be issued. use a key. Best practice the night a bell is
suggests between 7 am acceptable.
(Applies to One Star - Two Star Ratings) and 11 pm.
• There must be access

available outside these
times possibly using a
door key or security code.
12 OVERALL STANDards OVERALL STANDards 13

2.0 DETAILED QUALITY GUIDANCE 2.2 SERVICEs
2.2 services
2.2.2 reservations, prices and billing
ALL STAR RATINGS
There should be an easy and efficient booking service that includes Communication with prospective guests, whether verbal or written,
2.2.1 staff appearance the following: should be prompt, efficient, professional and helpful. A good first
impression is critical at all levels. Therefore:
• Staff tidily dressed and well groomed. • Staff smartly attired. • Staff impeccably • Prospective visitors told clearly what is included in the prices
presented and in quoted for accommodation, meals and refreshments, including • The price agreed at the time of booking must not be exceeded.
• Staff clothing fresh and well ironed. • Staff dressed in such a way that guests can easily a uniform way. service charges, taxes and other surcharges.
distinguish between staff and guests. • All agreed prices must include service charges, taxes and other
• Particular attention given to personal hygiene. • Other information which may impact on the guests’ stay e.g. surcharges where applicable.
(Applies to Three Star - Four Star Ratings) smoking policy, refurbishment work in progress, planned
• The style of hotel may dictate how staff dress • Every endeavour should be made to advise guests in advance
functions/events etc. provided. Where house policy dictates that
- from formal uniforms to informal and casual about the hotel location and any car parking restrictions.
certain facilities need to be pre-booked e.g. spa treatments, dinner
outfits.
etc., these should also be mentioned at the time of booking.
• Visitors advised when they are booking, and subsequently in
• Advance warning if the restaurant is to be closed or likely to the case of any change, if the accommodation offered is in an
become fully booked. unconnected annexe or has separate external access.
• Full details of the hotel’s cancellation policy. This especially • Unless notified in writing in advance, price confirmation is to be at
includes information about charging credit cards for cancellation least indicated on a key card or similar.
or changes to the booking.
• Prospective guests should be left confident that their booking was
• Information about deposits if required, including details of recorded accurately. As a minimum, name, address and/or contact
how the deposit is taken and whether or not it is refundable on telephone number recorded at the time of booking.
cancellation.
• All bookings handled in a friendly and courteous manner, even
• Clear explanation of charges for additional services or available when there is no dedicated reservations department.
facilities including cancellation terms.
• Provide each guest with printed or clearly written details of
• Information about any unacceptable types of payment, e.g. credit payment due and a receipt on request.
cards, travellers’ cheques etc.
• Presentation of accounts ensuring that purchases are clearly
• Information and full details about any fees charged for the detailed.
acceptance of credit cards.
• Particular attention should be paid to accuracy.
• Bookings may be confirmed in writing by email/letter, verbally by
phone or via text message. • The VAT element of the account (where applicable) should be
clearly identified.
PLUS
• As All Star Ratings • As All Star Ratings • Ability to make • Ability to make • Ability to make a prompt
above above a prompt and effective a prompt and effective and effective reservation
reservation during the reservation during the 24 hours a day. Every
day and evening. day and up to 11pm. booking confirmed by
letter, fax, email or text
• Guests should be able • Confirmation provided message.
to charge all account by email/fax/text or
services to one main letter from hotel (not • The account well
account, and pay on only from third party explained and well
departure. booking site). presented, perhaps in
an envelope or folder.
• Guest accounts to be
updated on an ongoing
basis to minimise the
delay at check-out.
• Confirmation provided
by email/fax/text or
letter on request from
hotel (not only from
third party booking site).
P RACT
T
 BE S
ICE
Offer your guests a choice of how to contact you e.g. telephone, fax, letter, email and find out about Text Relay used by

A people with a hearing impairment at www.textrelay.org

CCESS
Always ask if the enquirer or any of the guests in the party have any specific access requirements.
14 services Services 15
2.2 SERVICes 2.2 SERVICEs
2.2.3 Reception: staff availability for guest arrival and departure 2.2.5 Other – Reception/Concierge/Housekeeping services
As reception is likely to be the guests’ first and last • Reception service • Reception staffed at • 24 hour reception with • Iron and ironing board available. • Laundry service may • Laundry and possibly • Pressing service
point of contact with a hotel, special attention provided from just all times between 7 am sufficient highly skilled be provided and dry cleaning service (minimum same day)
should be given to providing a good standard of before breakfast and 11 pm. Staffing staff to ensure no delay • Early morning call on request or an alarm using advertised with prices. provided and and 24 hour return dry
customer care. until late evening. levels sufficient to for guests. a clock, telephone or television available in the advertised with prices. cleaning and laundry
Best practice suggests ensure a minimal room. • Incoming telephone service.
• Direct guest contact given priority over other 7 am to 11 pm. delay. • Arriving guests greeted calls to resident • Early morning call.
reception duties. Proprietor or staff available to without delay outside • Appropriate tourist, travel and/or local information guests handled in Guests not expected • Cloakroom service
receive guests and provide information/services • Receptionist on duty • A member of staff the hotel entrance. available, suitable to market needs. Should be well a professional and to set their own alarm (coat storage) with
from just before breakfast to late evening at during busy check-in/ – possibly the night presented e.g. in a folder, rack or electronic. discreet manner. call. a receipt provided.
approximately 10 pm. out times when it is porter – available • Valet parking offered.
A seamless transition (Applies to One Star - Two Star Ratings) • Messages written • Messages delivered • An advertised shoe
essential to provide and able to perform
• Receptionist’s attention possibly summoned by full cover. reception duties on arrival from outside down and every effort promptly to the cleaning service
a bell or telephone. between 11 pm and the hotel entrance to made to inform guests bedrooms or to the which can include
• However, at other 7 am. the reception area. a message is waiting guest in the public a conveniently
• Guests clearly directed to their room and given times, possibly for them. Interactive areas. positioned machine or
a brief explanation of location of hotel facilities. summoned by bell or • All guests offered an TV and voicemail shoe cleaning materials
telephone for minimal escort to the bedroom systems are acceptable. • Newspapers can be available.
• The issuing of a bedroom key to guests and the delay. by a member of staff ordered and delivered
charging of items to account always done discreetly with excellent skills. • A selection of daily to guests’ bedrooms. • All messages discreetly
to ensure guest security. • Additional reception newspapers available handled and written
services such as express • Guests informed of for purchase or messages presented in
• In the interests of safety, guests to be escorted to check-out, 24 hour important hotel and complimentary paper an envelope.
bedrooms if requested. check-in/out, provided bedroom facilities by provided.
in hotels where the the escort. • A full concierge service
• Guests informed of meal times, bar opening • Well presented provided.
need exists, e.g. in
times etc. travel and/or local
hotels in city centres
and hotels by airports. information such • This may vary
as details of visitor depending on location
attractions, taxi firms, and style of the hotel
P RACT
T banks, churches, but may include some
 BE S
ICE
Ensure guests identifying themselves as being disabled e.g. those with a visual impairment are offered a familiarisation tour. railway stations, or all of the following:

A florists etc. available in theatre bookings,

CCESS sightseeing trips, taxi
bedrooms.
bookings, valet parking
and other requests.
2.2.4 luggage handling
P RACT
T
 BE S
ICE
• Assistance with • Secure short-term luggage storage. • Assistance with • Hotel staff taking Provide a vibrating alarm clock for hearing impaired guests. Provide hotel information in a range of formats

luggage available on luggage readily control of luggage A e.g. large print, Braille, photographs, MP3 downloads and audio description on websites.
(Applies to Two Star - Three Star Ratings) CCESS
request throughout available. from guest’s arrival
the day and evening. outside to prompt
PRACT
delivery in bedroom. ST
IC
 BE
The same quality of
E
Make best use of local tourist information in both the hotel’s promotional literature and visitor information folders located in
service repeated on the bedrooms.
SU
LE
ST
departure. A I NA
B
• Secure short-term
luggage storage with
receipt provided.
16 Services Services 17
2.0 DETAILED QUALITY GUIDANCE 2.3 all meals - dining quality and information
ONE
ONE
Star
Star two
two
Star
Star three
three
Star
Star four
four
Star
Star fivefive
StarStar
2.3 all meals - dining quality and information

2.3.3 Tables/table appointment
• Individual tables available for each guest or party. • Table appointments of • Table appointments of • Table appointments of
good quality, in many very good quality. excellent quality.
• Table appointments of acceptable quality and cases using proprietary
2.3.1 dining provision appropriate to the type of meal served. brands. • Tables to be a good
size and well spaced.
• Designated eating areas can include restaurant, • At least one • At least one • At least one restaurant, • Tables of an appropriate height for comfortable
dining room, brasserie, bistro or bar. restaurant, open for restaurant, open to open to residents and dining, even if set close together.
dinner a minimum of residents and non- non-residents, for all
• A designated eating area, open to residents for (Applies to One Star - Two Star Ratings)
six days a week, to residents, for breakfast meals seven days
breakfast seven days a week. residents and their and dinner seven days a week.
guests. Where the a week. P RACT
• Evening meals provided at least five days a week. T
location is appropriate,
 BE S
ICE
the restaurant should • A superior brasserie/ Ensure tables are stable and provide support for people rising from their chairs.

• Guests informed when they book if dinner is bistro/bar is acceptable
be open to non- A Ensure crockery contrasts with table linen or surface to assist visually impaired guests.
not available on a particular evening. When this CCESS
residents e.g. city for lunches, providing
happens, a range of refreshments and snacks, e.g. that guests are able
centre and by airports.
soups, sandwiches etc. should always be offered. to eat in comfort and
• Residents’ guests may take dinner by prior
• On the day the order and be served at 2.3.4 Meal service: staff
restaurant is not open the table.
arrangement.
a bar meal option • Sufficient staff to ensure prompt service at all • A supervisor on duty • A manager on duty • A well-structured
(Applies to One Star - Two Star Ratings) or similar must be meals served. in the dining area to in the restaurant team of staff with
available. ensure a more efficient to ensure a highly management presence.
• Polite and courteous staff providing an acceptable service. efficient service.
• A bar is not acceptable standard of customer care and demonstrating • The restaurant always
as the only eating area. acceptable levels of knowledge about the dishes • Polite and courteous • Unobtrusive, polite staffed.
being served. staff providing a and courteous staff
• It is acceptable that good standard of providing a very • Unobtrusive, polite
non-residents are (Applies to One Star - Two Star Ratings) customer care and good standard of and courteous staff
required to book demonstrating customer care and providing an excellent
dinner in advance. good levels of food, demonstrating very standard of customer
beverage and wine good levels of food, care. Highly trained,
P RACT professional and
T product knowledge beverage and wine
 BE S
ICE
and service skills. product knowledge proactive staff.

Try to be flexible with meal times to help diabetic people regulate their blood sugar. ALL STAR RATINGS

A
and service skills.
CCESS • Guests welcomed and
escorted to their table
at all meals and in all
areas where food and
2.3.2 Restaurant ownership drinks are served.
Where dinner is served in a restaurant, which is separate or contracted out, it will nevertheless be assessed as part of the overall operation. • Prompt table service
Such a restaurant is acceptable as long as: in public areas where
guests seat themselves.
• The hotel accepts full responsibility over the quality of surroundings, food and service provided in the restaurant.
• Staff demonstrating
• Guests are informed when they book a bedroom that dinner is served in a separate restaurant. excellent levels of food,
beverage and wine
• Access is easy e.g. within approximately 250 metres walking (1/4 mile or ten minute walk), preferably umbrella provided, or within 5/10
product knowledge
minutes if hotel provides complimentary transport.
and service skills.
• There is a facility for guests to charge meals and drinks to their hotel account.
P RACT
 BE S T
(Applies to all Star Ratings)
ICE
Offer guests a choice of seating location. Provide a selection of chairs with and without arm rests.

A
CCESS
18 All meals - dining quality and information All meals - dining quality and information 19
2.0 DETAILED QUALITY GUIDANCE 2.4 breakfast
ONE
ONE
Star
Star two
two
Star
Star three
three
Star
Star four
four
Star
Star fivefive
StarStar
2.4 breakfast
2.4.5 range of dishes
• A set menu is acceptable. • A good range of • A superior range of • A comprehensive range
hot and cold items, hot and cold items. of excellent quality
• Continental offering to include as a minimum: fruit together with a hot and cold dishes.
2.4.1 provision juice, cereal, yogurt, coffee, tea and toast. Cooked choice of good quality Examples might include
breakfast to include at least three hot items e.g. accompaniments. freshly squeezed juices,
• A cooked or continental breakfast provided in • A cooked and continental breakfast provided in a designated eating area on the bacon, egg, sausage, mushroom, baked beans plus Examples include a variety of fresh fruits
a designated eating area on the premises and premises and advertised as such. coffee, tea and toast. preserves, ground and in season and ripe, cold
advertised as such. decaffeinated coffee, meats and cheeses,
(Applies to Three Star - Five Star Ratings) (Applies to One Star - Two Star Ratings)
teas, butters and free range eggs, local
spreads. specialities, fresh fish,
range of bakery items
• Guests offered a and pastries, special
choice of how their dietary produce and
2.4.2 breakfast times eggs are cooked to a comprehensive range
include fried, poached, of appetising hot items.
• Breakfast served at an appropriate time for the • Breakfast served for • Breakfast served for at • Breakfast served for at boiled and scrambled.
market of the hotel. at least one and a half least two hours. least three hours. P RACT
hours. T
 BE S
ICE
(Applies to One Star - Two Star Ratings) Provide for different dietary requirements e.g. dairy free, wheat free, lactose free, nut free.

A
CCESS
2.4.3 pricing 2.4.6 food quality
• Breakfast price on display when a room-only rate • If breakfast is available to non-residents, the price should be clearly displayed. • All hot foods well presented and served at the • Good quality • All food cooked • High quality
option is available. correct temperature on hot plates. ingredients cooked correctly and prepared ingredients cooked
(Applies to Three Star - Five Star Ratings) and presented to with a very good and presented to an
• The price of any breakfast items carrying an • Care taken to ensure that juices are chilled, toast is a good standard. level of skill, care and excellent standard.
additional charge clearly advertised. crisp and coffee/tea is freshly made. presentation and
• Consideration given served at the correct
(Applies to One Star - Two Star Ratings) to providing healthy
(Applies to One Star - Two Star Ratings) temperature.
eating options.
PRACT
ST
IC
 BE
E
Where possible, source food and drink products locally. Build up relationships with local producers and traders.
2.4.4 menu
SU
LE
ST Staff dealing with food and drink service should be fully briefed on the source, characteristics and significance of local food
A I NA
B
• A verbal explanation • A clean and well-presented menu provided for • A menu detailing the • A menu, presented to and drink products.
of dishes available is breakfasts served from the kitchen. full breakfast range the highest standard,
acceptable. provided. detailing the full
• Where there is a buffet, any items available but breakfast range 2.4.7 style of service
not included on the buffet should be detailed on a provided.
menu. ALL STAR RATINGS
(Applies to Two Star - Three Star Ratings) • Table appointments appropriate to the style of service.
T
P RACT PLUS
 BE S
ICE
Provide a large print menu (minimum font size 14pt) in a clear font such as Arial.

A
CCESS • Self-service buffet-style is acceptable. However, • Breakfast tables laid • There is a heightened • Table service
buffets should be replenished on a regular basis. with a table setting level of service with proactively offered.
PRACT Where provided, buffets laid out and operated in for each guest of main extra attention to
ST
• Where there is
IC
a practical and customer–friendly manner. knife, side knife, fork, detail.

 BE
E
Menus highlighting local specialities can really help differentiate your offering from that of your competitors. So highlight cereal spoon, cup, a buffet, a higher level
the connection with local producers wherever possible, and incorporate a little description of where ingredients are sourced,
SU
LE
ST • Self-service hot beverages are acceptable. saucer, teaspoon, side • Table service of assistance available.
A I NA
B
who the producer is and why you have chosen them. plate and napkin. The advertised and
(Applies to One Star - Two Star Ratings) available on request.
table laid with salt,
pepper, sugar, milk,
butter and preserves.
• Hot beverages are

served at the table but
the additional option
of high quality vending
machines is acceptable.
P RACT
T
 BE S
ICE
Offer guests assistance with self-service buffet where appropriate.


A
CCESS
20 breakfast breakfast 21
2.0 DETAILED QUALITY GUIDANCE 2.5 other meals
2.5 other meals

2.5.4 food quality
• All meals freshly cooked/prepared on the premises • All meals, including • All meals, including • All meals, including any
with an acceptable level of skill and presentation, any room service, any room service, room service, prepared
and served at the correct temperature. Evidence of prepared with a good prepared with a very with an excellent level
2.5.1 dinner: hours of service some fresh produce. level of skill, care and good level of skill, care of skill using fresh
presentation and and presentation and produce.
• Dinner served for minimum of one hour, specific • The restaurant should be open for a minimum of two hours. Specific opening • At least one vegetarian option available (at least on served at the correct served at the correct
times according to market need and clearly times to suit market need. request) at each course. temperature. temperature. • Cuisine quality meeting
advertised. a high international
• Guests not expected to choose dishes for dinner at an earlier time of day. (Applies to One Star - Two Star Ratings) • Particular attention • Provision made for standard.
• Some snacks or cold meal provision for late arrivals, given to food quality a variety of dietary
by prior arrangement. • Meal times should be clearly advertised, explained to guests in advance to avoid
rather than extensive requirements.
disappointment.
menus.
• It is acceptable for resident guests to be asked to
choose dishes for dinner at an earlier time of the (Applies to Three Star - Five Star Ratings)
day. However, guests who prefer to choose later,
including up to the meal time, must be able to do
so without being put under any pressure to choose 2.5.5 style of service
earlier. New arrivals should not be asked to choose
dishes for dinner in advance of arrival. • A self-service operation e.g. carvery or buffet-style, • The main course, served to the guest at their table • All courses served
is acceptable. on request. to the guest at their
(Applies to One Star - Two Star Ratings) table.
(Applies to One Star - Two Star Ratings) • Full table service but a carvery is acceptable.
P RACT
T
(Applies to Three Star - Four Star Ratings)
 BE S
ICE
Try to be flexible with meal times to help diabetic people regulate their blood sugar.

A P RACT
CCESS T
 BE S
ICE
If a self-service operation, offer guests assistance where appropriate.

A
2.5.2 range of dishes CCESS
• Two courses available. The main course should be • Three courses available. • An extensive choice of
a substantial hot dish. food. 2.5.6 Wine and wine service
• A choice of substantial hot and cold dishes.
(Applies to One Star - Two Star Ratings) • A broad range of • Red and white wine provided. • A choice of good • Superior range and • Excellent range and
(Applies to Three Star - Four Star Ratings) dishes of outstanding quality wines offered. quality of wines quality of wines
quality. • Wine prices and measures clearly displayed. offered. offered.
• Clean and well
P RACT • Staff demonstrating basic knowledge about the presented wine list, • An informative and • Staff demonstrating
T wines available e.g. country of origin. clearly and accurately detailed wine list. excellent wine
 BE S
ICE
Provide for different dietary requirements e.g. dairy free, wheat free, lactose free, nut free. listing the choice of knowledge and wine


A wines and measure service skills. Likely to
CCESS
available, should be involve dedicated wine
provided. team (sommelier).
2.5.3 menu and pricing • Staff demonstrating

good knowledge of
• Acceptable, clean and well presented written • Quality written menus with prices clearly displayed. • Immaculately the wines available.
menus, with accurate descriptions. However, it is presented menus.
acceptable instead to offer a verbal description of (Applies to Three Star - Four Star Ratings)
the dishes available.
2.5.7 Alcoholic drink services/licences (as applicable under the licensing laws in each Country)
• The price of dinner should be displayed if the
accommodation tariff does not include dinner.
• A current liquor licence or equivalent. • Alcoholic drinks • Alcoholic drinks served • A comprehensive range
• Clearly advertised price for any surcharge made for served throughout 24 hours to residents. of drinks, including
• Alcoholic drinks served at meal times to residents. the day and evening wines and cocktails.
a particular dish.
to residents and their • Table service on
• A range of drinks available in a bar or lounge. guests. request. • Table service provided.
• Additional charges, such as VAT, service and cover
Honesty bars and dispense bars are acceptable.
charge, clearly identified on the menus.
• A wide range of drinks
• A price list displayed wherever drinks are served. provided in a bar or
lounge.
P RACT
T • Table service should
 BE S
ICE
Provide a large print menu (minimum font size 14pt) in a clear font such as Arial. be provided in the

A lounge if there is no
CCESS
bar counter.
22 other meals other meals 23

2.5 other meals 2.5 other meals
2.5.8 lunch service 2.5.11 Room service: service and presentation
• Lunch service is not required. • A superior brasserie/ • Lunch served in • No requirement. • Can be simply choice • Full room service • Room service ordered,
bistro/bar is acceptable a formal restaurant. of hot and cold drinks menu, clearly delivered and cleared
(Applies to One Star - Three Star Ratings) for lunches, providing (Applies to One Star - Two Star Ratings) and snacks, or full promoted with prices. in a highly professional
that guests are able • Extensive choice at
menu. Whatever and efficient manner
to eat in comfort and each course. • Must include provision
level of room service and without impacting
order and be served at is provided, guests of continental and on other services.
the table. should be made cooked breakfast
aware of prices before and a substantial • Full room service
• A choice of hot and dinner menu during of lunch and dinner
ordering.
cold dishes at each restaurant hours. during restaurant
course of starters, main • Room service items hours even if hotel
courses and desserts. well presented and • Hot and cold snacks has no restaurant.
served on a tray large should be available Service delivery allows
enough to easily 24 hours, when each course to be
accommodate its restaurant is closed. eaten at the correct
contents. Appropriate temperature. All meals
2.5.9 Light refreshments, snacks and afternoon teas • Hotels without
cutlery, crockery and served on a dining
condiments provided. restaurants must at table or heated trolley,
• Hot and cold drinks available to residents and • Light refreshments • Light refreshments • Light refreshments and least provide hot and or each hot course
their guests in the public areas during the day of at least hot and and hot and cold hot and cold snacks • Prompt and efficient cold snacks, 24 hours. delivered separately.
and evening. Guests may be required to order cold drinks and snacks available to available to residents service. Presentation of the
at reception or at the bar. Vending option in the sandwiches available residents and their in the public areas 24
highest standard.
public areas may be acceptable. (Referral to to residents and their guests in the public hours. • Procedure in place
in-room facilities is not acceptable.) guests in the public areas throughout the to arrange for the
areas throughout the day and evening. • Full afternoon tea collection of trays.
(Applies to One Star - Two Star Ratings) day and evening. This available.
service is to be clearly • Guests able to order
advertised. and be served at their
table.
2.5.12 Room service: breakfast
• No requirement. • Hot drinks should be • Room service of both • A wide choice of

2.5.10 Room service provision freshly served with any continental and full substantial hot and cold
(Applies to One Star - Two Star Ratings) room service breakfast cooked breakfast dishes. À la carte items
• Optional except in the case of illness. • Hotel should be able • Room service • 24 hour room service offered. advertised and are often the norm at
to offer as minimum menu should be of hot and cold snacks provided. this level.
• Any room service provided may be limited in room service of hot clearly advertised in and drinks including • Guests able to
choice. and cold drinks and bedrooms with prices. alcoholic drinks. order their morning
light snacks e.g. breakfast by phone or
(Applies to One Star - Two Star Ratings) • 24 hour room service • Guests able to choose breakfast order card
sandwiches, during
daytime and evening, of light snacks such from the full dinner without leaving their
on request. If no as sandwiches and menu during restaurant room either in the
room service menu hot and cold drinks hours from either the morning or the night
provided in bedrooms, including alcoholic hotel restaurant or before.
then room service drinks. brasserie menu or both.
availability should be
promoted in room • Provision of room
information. service, breakfast and
a range of substantial
hot and cold dishes
during lunchtime and
evening restaurant
hours.
P RACT
T
 BE S
ICE
Provide meals in rooms (on request) where appropriate e.g. disabled guests.

A
CCESS
24 other meals other meals 25

2.0 DETAILED QUALITY GUIDANCE 2.6 bedrooms
2.6 bedrooms
2.6.3 Housekeeping
• All bedrooms cleaned daily and checked to ensure • Bed linen, including duvet covers (even if top sheet • Bed linen, including
a good standard of cleanliness. Rooms looking provided), changed at least every three to four days duvet covers (even if top
clean and smelling fresh. Particular attention given depending on the length of stay and for each new sheet provided), changed
2.6.1 provision to rooms used by smokers. guest. (Exception made when, as part of a hotel’s frequently in accordance
clearly advertised environmental policy, guests are with the hotel’s own policy
ALL STAR RATINGS • All walls, ceilings, pipes, ledges, equipment and invited to agree to a less frequent change of linen and for each new guest.
fittings, which are beyond reach from floor level, during their stay).
• Minimum of five letting bedrooms. cleaned on a regular basis. All flat surfaces, • Rooms prepared in
P RACT equipment and furniture free from dust, dirt, (Applies to Three Star - Four Star Ratings) advance of the guests’
T
grease and marks. arrival – possibly
 BE S
ICE
Try to provide a ground floor bedroom. including setting an


A • All beds made daily. Bed linen, including duvet appropriate ambient
CCESS covers (even if top sheet provided), changed at temperature for the time
least once in every week and for each new guest. of year, airing the room
well, closing curtains and
2.6.2 General quality • Rooms prepared with the right temperature and putting on a light during
ventilation ready for the guests’ arrival. the hours of darkness.
• Means of securing bedroom doors from inside and • Good quality and • Better levels of sound • Excellent intrinsic
out and a key or keycard provided. condition with a insulation provided by quality and condition, • Good practice procedure followed so that clean • An evening
matched and well co- more substantial doors with a luxurious bedding is kept off floors and in-room crockery and housekeeping service
• Acceptable quality and condition in the standard of ordinated standard of and walls. standard of furniture, glassware are hygienically washed. provided and advertised
furniture, furnishings, flooring, fittings and décor. furniture, furnishings, furnishings, flooring, - possibly including some
flooring, fittings and fittings and décor. (Applies to One Star - Two Star Ratings)
of the following services:
• Every effort made to minimise noise levels from décor. bed turned down, bins
adjacent rooms and corridors e.g. creaking • Internal and external emptied, curtains drawn,
floorboards, noisy extractor fans, mechanical toilets, noise levels absolutely towels tidied, room
noisy plumbing etc. minimal. Possibly service trays removed.
achieved by use
• Hotels situated in a particularly noisy environment of double-glazing, P RACT
T
– in a city centre or by an airport – need to have excellent structural
 BE S
ICE
tried to minimize noise, possibly by using double/ Ensure housekeeping staff do not move furniture and personal items in the bathroom or bedroom as in most cases they have
insulation and a

triple glazing. A been placed in positions that are accessible to the guest.
spacious bedroom CCESS
lobby area. Ensure housekeeping trolleys do not obstruct corridors.
PRACT
ST
IC
 BE
E
If it is policy to prepare guests’ rooms in anticipation of their arrival by leaving lights on, consider completing this activity much
later in the day or not at all.
SU
LE
ST
A I NA
B
Use could be made of towel and laundry agreement notices, whereby guests are asked to indicate if they wish their laundry
and towels to be laundered less frequently. Signs could be made in-house or sourced externally.
2.6.4 Size and spaciousness
• All bedrooms with sufficient space to allow guests • All bedrooms with • All bedrooms with • The significant majority
freedom of movement around all furniture and good free space to a higher degree of bedrooms very
fittings including sofa beds. Rooms may be small allow the appropriate of spaciousness, spacious, allowing
but careful planning ensures best use of space. level of room service. allowing ample ease generous ease of
of use for guests and use for movement,
• The ceiling height for the major part of the room • Area available for considerably exceeding comfort, dining and
sufficient for a person of 6 ft. to move around luggage storage without the minimum entry relaxation.
without stooping. Sloping eaves and roofs cluttering the room or requirements.
acceptable provided they do not impinge on a obstructing access. • All bedrooms with a
major part of the room. • Provision made for well-planned layout
• Consideration given to room service meals to relative to the needs of
• When we assess the acceptability of bedroom size, location of bedroom be eaten in comfort in the guest i.e. business
we will take into account the useable space available. facilities, including the majority of rooms. or leisure use.
There should be no restriction of free movement. power sockets for ease
of use. This also includes • Where the hotel has • Room size, layout
• Family rooms should be more spacious. televisions being placed a substantial leisure and delivery method
at a convenient viewing market, the dining ensures the highest
• Doors and drawers fully openable without having height and visible from comfort of both guests guest dining experience
to move furniture. the bed and from easy in a double/twin room for room service.
seating. taken into account.
• Easy and convenient use of facilities e.g. use of
surfaces without moving tea tray or TV, access to • Family rooms to be
power points etc. substantially more
spacious.
26 bedrooms bedrooms 27
2.6 bedrooms 2.6 bedrooms
2.6.5 suites 2.6.8 Bedding requirements

ALL STAR RATINGS
• Not required. • Whilst there is no • At least one
expectation to have a permanent luxury suite • Two sheets, two blankets and a bedspread OR one/two sheets and duvet with cover per bed.
(Applies to One Star - Three Star Ratings) suite at this level, many available (comprising
hotels will offer suites three separate rooms – • Where feather duvets or pillows are used, a non-allergenic alternative available on request.
or larger bedrooms bedroom, lounge and
with sitting area. May bathroom). • Two pillows in individual pillowcases, per person (one pillow per person acceptable at One Star).
also include bedrooms
• Spare pillows and blankets available on request.
that are particularly
large and spacious that • Any additional bedding kept in bedrooms to be clean, fresh and wrapped.
clearly have a lounge
area whilst in an open- • A mattress protector provided for each bed. Plastic or rubber mattress protectors are not acceptable except for children’s beds.
plan arrangement (e.g.
minimum 40 square feet).
PLUS
2.6.6 Bed size: quality • As All Star Ratings • As All Star Ratings • As All Star Ratings • More likely to be choice of type of pillows.
above. above. above.
• Minimum bed sizes, including sofa beds and • Beds and headboards • A choice of larger- • Beds for single (Applies to Four Star - Five Star Ratings)
bunks, as follows: of good quality and sized beds. Very occupancy to exceed
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condition. good quality beds 90 cm (3 ft.) in width. T
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• Single: 190 cm x 90 cm (6 ft. 3 ins x 3 ft.). e.g. pocket sprung Provide hypoallergenic bedding.

mattress and base, in • Beds for double
• Double: 190 cm x 137 cm (6 ft. 3 ins x 4 ft. 6 A
very good condition occupancy to be at CCESS
ins); 122 cm (4 ft.) beds to be designated as with superior least 153 cm (5 ft.) in
singles. headboards or similar. width. PRACT
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• 76 cm (2 ft. 6 ins) beds are unacceptable, • Several beds to exceed Spare bedding does not need to be wrapped in plastic bags; it can be placed in a reusable cotton or fabric bag.
except in family rooms where they are clearly this size. Bunk beds are
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designated for children only. A I NA
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not acceptable.
• Sofa beds are not acceptable as permanent bed • Beds and headboards
spaces. of excellent quality 2.6.9 Bedding quality
and condition.
• Bunk beds (permanent bed spaces) are acceptable • Bedding of good quality and condition. • Bedding of superior • Beds presented to an
for child use only. When bunk beds are used, quality and condition. excellent standard.
guests told when they make the booking. (Applies to One Star - Three Star Ratings) The presentation of All bedding of the
the bed enhances the highest quality
• All beds, including supplementary beds, such as
overall impression of and immaculately
z-beds, sofa beds etc. to be of acceptable quality
the room. laundered.
and in good condition. They should have a sound
base and sprung interior, foam or similar quality,
modern, comfortable mattress.
• Secure headboard or equivalent on all permanent 2.6.10 Décor: walls, ceiling and paintwork
beds.
NB Bunk beds should have a minimum 75 cm (30 ins) • Décor in sound condition. • A good standard of • Superior quality, • Décor showing
clear space between the mattress of the bottom bed décor and paintwork professionally applied attention to detail and
and the underside of the top bed. Reference: Bunk • A quite good standard of décor and paintwork. in good condition with wall coverings co-ordination of design,
Bed (Entrapment Hazards) Safety Regulations 1987. some thought given with decorative as well as finished to a
to co-ordination of enhancements where professional standard.
(Applies to One Star - Two Star Ratings) design. appropriate. Wall coverings and
paintwork of an
• Some use of decorative • Décor and paintwork excellent intrinsic
enhancements where in very good condition. quality and condition.
2.6.7 Bed access appropriate. High quality paintings
and prints in evidence.
• There should be access • Easy access to both • Good access to both sides of beds for double • Generous access to
to both sides of beds for sides of beds for occupancy. both sides of beds for P RACT
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double occupancy, but double occupancy. double occupancy.
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dispensation may be (Applies to Three Star - Four Star Ratings) Consider having the door frames a contrasting colour to the wall and avoiding high gloss finishes to assist visually impaired guests.

given at one-star only if A

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restrictions are clearly
advertised to all guests.
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Provide zip and link beds so that a guest and partner or a guest and carer can be accommodated, particularly in accessible
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2.6.11 Heating and temperature control 2.6.13 windows

• Heating provided • Automatic fixed • Fixed individually • Best practice suggests • Air conditioning ALL STAR RATINGS
at no extra cost, and heating at no extra controlled an effort be made expected at this level.
controllable (on/off) by cost. thermostatic heating. to provide fans on • At least one window that can be opened safely and which provides good levels of direct natural light and ventilation. Windows well
the guest. request for guests’ use fitted, easy to shut and open and remain open. A pole provided to open any Velux-style windows or skylights.
in hot weather.
• Supplementary • Rooms without windows are generally not acceptable (however dispensations may be available on specific rooms).
heating provided in • Individually controlled
• Security fittings installed on all bedroom windows where, when open, access could be gained from outside e.g. patio doors and
rooms on request thermostatic heating
windows near fire escapes.
when temperature operable 24 hours.
levels are not within • It is acceptable for a bedroom to overlook a large internal atrium. The bedroom should be air-conditioned and naturally illuminated.
the control of the
guest e.g. some • Air conditioning provided where windows cannot be opened.
heating systems.
P RACT
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• Heating to come on
 BE S
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automatically prior to Ensure windows and curtains can be reached by your guests and are easy to open and close.

breakfast and during A
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main hours of guest
occupancy e.g. check-
in and early evening.
2.6.14 window coverings
• Heating able to heat
the entire bedroom • Opaque curtains, blinds or shutters provided on all • Window coverings • Window coverings of • Excellent quality
safely, quietly, windows and ideally including glass panels to doors, of good quality a superior quality and window dressing.
adequately and quickly fanlights and skylight windows so that guests have and condition. condition. Window coverings
whatever heating privacy and can exclude any light from outside the Curtains, where used, providing full blackout.
system is used. room. All window coverings to be properly fitted substantial, fully lined,
or hung. with ample drape and
width.
• Curtains large enough to draw easily and
completely across the width and height of the • Window coverings
2.6.12 lighting window with or without linings. providing full blackout
in hotel rooms with a
• In ground floor bedrooms additional privacy specific market need,
• Bedrooms well lit. • Good lighting intensity • Superior levels of • Excellent levels of provided by means of a net curtain or blind. such as hotels in city
with thought given to lighting with good lighting with a range of
• A shade or cover provided for all bulbs, unless centres with high levels
ambience and a range positioning and ease of separately controllable (Applies to One Star - Two Star Ratings)
decorative. of outside illumination
of lighting options. use, including lighting options.
and airport hotels with
specifically for the
• At least one light controlled from the door. • Lighting specifically guests on different
lobby area, wardrobe
provided to illuminate time zones.
area, dining area and
• Bedside reading light for each person, controllable the writing desk. easy seating.
from the bed, in addition to the light controlled
from the door. However, twin beds may share a • Room lighting
central bedside light. controllable from the
bedside. 2.6.15 flooring
• All flooring, carpets, rugs, hard wood flooring etc. • Flooring of a good • Flooring of superior • Flooring of an excellent
P RACT properly fitted and of an acceptable quality and quality and condition quality and condition quality and condition
T
 BE S
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condition. throughout. throughout. throughout.

Enable lighting levels to be adjusted using a dimmer switch and/or make available additional bedside/writing table lamps.
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A (Applies to One Star - Two Star Ratings)

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P RACT
PRACT T
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Avoid deep pile carpets that may cause trips or make it difficult for a wheelchair to manoeuvre.
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Increased use should be made of energy saving light bulbs throughout the hotel. Greater use can also be made of natural
A
light. CCESS
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Signs could be used to request guests to switch off lights when not in use.
2.6.16 Furniture, soft furnishings and fittings 2.6.19 seating
• All furniture, soft furnishings and fittings providing • All furniture, soft • All furniture, soft • All furniture, soft • Single – one chair. Double/twin – two chairs or one • Single – one easy chair. • Double/Twin – two • Single – one substantial
acceptable ease of use and of an acceptable quality furnishings and fittings furnishings and fittings furnishings, and fittings chair plus one stool. Where this is the only easy chairs (stools are easy chair plus an
and condition. providing good ease providing very good providing excellent chair, consideration not acceptable). additional chair
of use and of a good ease of use and of ease of use and of an • Seating provided appropriate to the style and size given for ease of use providing comfortable
(Applies to One Star - Two Star Ratings) quality and condition. a superior quality and excellent quality and of the room. at the writing table, • Where the use at the writing
condition. condition. or an additional chair hotel’s market is table.
(Applies to One Star - Two Star Ratings) predominantly
provided.
business clientele, • Double/twin – two
NB Furniture includes tables, luggage and clothes storage, seating etc.
• Double/twin – two a substantial chair at substantial easy chairs
Soft furnishings includes curtains, cushions etc.
easy chairs or one the desk may replace plus an additional chair
Fittings include mirrors, light fittings, heating appliances, light shades etc.
easy chair plus one the second easy chair. providing comfortable
upholstered stool. use at the writing
• Seating used for room table.
NB An easy chair offers service eating of an
2.6.17 tables a greater degree appropriate style and
of comfort, either height.
• Writing table or equivalent such as substantial flat • Writing table or • Writing table or • A substantial writing upholstered or of another
surface or desk providing sufficient free space for equivalent with clear equivalent providing table with excellent quality material.
practical use with mirror adjacent. under-space so guests very good and ample free space.
can easily use it. free space.
• Lighting adequate for use. • Multiple power
• Lighting provided • Occasional/dining sockets often with
• Conveniently positioned spare 13 amp power specifically to tables of appropriate international sockets/ 2.6.20 mirrors
socket. illuminate the writing height for dining – adaptors according to
table. unless trolleys are used. market need. • At least one mirror in the bedroom. • At least two mirrors in the bedroom, one of which must be a full-length mirror
• A bedside table or equivalent provided for each
person. Twin beds may share a bedside table. and one at the table area.
• If there is only one mirror it should be a full-length
NB A chair instead of a bedside table is not acceptable. mirror and be placed next to the writing table (Applies to Three Star - Five Star Ratings)
surface or equivalent. A full-length mirror is
(Applies to One Star - Two Star Ratings) a mirror of suitable size and in a convenient
position for guests to see the majority of
themselves from head to toe.

2.6.18 Clothes and luggage storage
• Wardrobe or clothes hanging space. • Dedicated area for • Alcoves acceptable • A fully fitted or free-
unpacking luggage – only when located in standing wardrobe. 2.6.21 Beverage-making facilities
NB An alcove is an acceptable substitute but hooks on possibly a moveable the entrance or lobby
walls or behind doors are not. stand or raised flat area. NB Open alcoves not
surface. acceptable. A generous • Tea/coffee-making facilities available and accessible • As One Star, but a • As well as 24 hour • In-room facilities,
• Acceptable drawer or shelf space. Drawers running • A choice of good amount of clothes storage. 24 hours either in bedrooms or in public areas (self- wider range of hot room service, the where provided, of
freely and lined or with an easily wiped interior quality hangers. service/vending option in public areas acceptable). drinks likely to be availability of a an excellent standard,
surface. • A wide range of provided e.g. choice hospitality tray, if not e.g. china cups and
excellent quality • Where only room service is provided, the of teas, biscuits, and provided, advertised to teapot, choice of hot
• The amount of clothes storage provided suitable hangers provided. availability of a hospitality tray at no extra charge, other drinks such as guests. drinks including a
for the style of hotel and the number of guests the to be advertised to guests. hot chocolate. range of speciality teas,
room will accommodate. • Illumination inside the fresh milk, and freshly
wardrobe expected. • Self service ingredients for making hot drinks kept • Fresh milk available ground coffee.
• Sufficient hangers (not wire). wrapped or in lidded containers. on request.
• May feature bespoke
(Applies to One Star - Two Star Ratings) • Kettles should not have to be operated at floor coffee machines in
level. room.
P RACT
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Ensure hospitality trays are at a height accessible to all guests. Kettles should be cordless and a variety of drinking cups/mugs

A either provided or available on request.

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PRACT
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Items on hospitality trays, such as sugar and biscuits, do not need to be individually wrapped – use can be made of airtight
containers for dried goods and wherever possible, locally produced goods or Fair Trade products could be sourced. Assessors
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will look at the quality of the contents and style of presentation.
2.6.22 In-room entertainment 2.6.25 hairdryers
• Digital TV available in all bedrooms. • Guests able to watch • Televisions with • Adoption of the • A hairdryer provided in every bedroom. • A superior quality • An excellent quality
TV in comfort from generously-sized latest innovation hairdryer. hairdryer (non-fixed).
• All available channels properly tuned in. both a chair and the screens – greater than in entertainment (Applies to One Star - Three Star Ratings)
bed. 61cm (24 ins). technologies expected. • Provision of hair
• Televisions may be safely mounted on a wall straighteners is
bracket. Ease of viewing and safety taken into • Radio provided in each • Extensive range of sometimes seen.
account when positioning television. bedroom – possibly television channels
part of television available.
• Where clock radios are used, instructions for use installation.
provided and clock set accurately. • A range of radio
channels available. 2.6.26 In-room information
• Additional audio- • Hotel services and facilities advertised in all • Telephone information • As Three Star, plus a • Laundry/pressing/
visual options provided bedrooms (possibly in a room information folder e.g. charges, internal more comprehensive dry cleaning service
e.g. in-house channels, or via in-room technology). This should include the directory, local services. guest directory. information.
CD player, DVD following where applicable:
library, satellite, cable, • Room service menu. • Consideration given
PlayStation, iPod etc. • How to summon assistance in a night-time to multilingual and
emergency. • Message-taking visually enhanced
P RACT service. material.
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• Meal times (and menus).
 BE S
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Ensure TVs can provide subtitles (Teletext page 888, digital (DVB), Sky subtitles), to benefit hearing impaired and foreign • Laundry service

A language speaking guests. • Iron and ironing board advertised as available, if information, if offered.
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not already provided in the bedroom.
• ‘Do not disturb’
• Multi-lingual emergency procedure notices or notices for guests to
2.6.23 Communication and business services use of symbols/diagrams clearly displayed in every use.
bedroom.
• Bedroom telephone optional. • Internal telephone • Direct dial telephone • A minimum of two
system provided. system provided. direct dial telephones (Applies to One Star - Two Star Ratings)
• Where not provided, a means of communication if fixed– one at the
with staff at night in the event of an emergency • Wi-Fi and/or • Wi-Fi and/or internet P RACT
bedside and one on T
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must be provided, and advertised in the bedroom. internet connection connection provided. If the desk/writing table. Ensure all information is in clear print at a height accessible to all guests. Consider providing door notices for hearing impaired

recommended. If chargeable, this must Single cordless phone guests as part of your emergency evacuation procedures. Include a copy of your access statement within room information.
• Telephones, where provided, displaying the hotel A
chargeable, this must be clearly advertised acceptable. CCESS
telephone number together with the bedroom be clearly advertised prior to booking.
extension or telephone number. prior to booking. • Guests able to call PRACT
• Notepad with pen or ST
individual hotel
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 BE
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• Telephones, where provided, with instructions pencil provided. departments directly. Each room could contain, where possible, an up-to-date visitor information folder. Visitor information folders could include:
on how to use any additional services such as
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telephone message service, and room-to-room calls. A I NA
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• Wi-Fi and/or internet
Local visitor attractions.
connection provided. If
(Applies to One Star - Two Star Ratings) Local heritage and culture information, including details of special events.
chargeable, this must
be clearly advertised Options for car-free travel such as walking and cycling routes, public transport timetables and contact numbers.
prior to booking. Suggestions for a series of car-free days out.
• Excellent in-room The hotel’s environmental policy, if there is one, or details about any green scheme with which they are affiliated.
communication If the business is part of a visitor payback scheme, information regarding this scheme should also be included.
technology with best Notices could be used to request guests to completely turn off all electrical appliances when not in use, rather than leaving
available connectivity them on standby. Staff could also be trained to turn them off standby when cleaning the room if guests have left them on.
and good support to
resolve any problems.
2.6.27 Miscellaneous
2.6.24 Telephone charges • A waste paper container – non-flammable if smoking permitted. • A high quality glass • Valet tray/provision.
drinking tumbler per
ALL STAR RATINGS • A drinking tumbler per guest, in glass, scratchless plastic or wrapped guest. • May feature an
(disposable). umbrella.
• Where telephones are provided, rate card displayed in bedrooms illustrating typical charges for local, long-distance, international,
• An ashtray where smoking permitted. • In-room safe.
internet, use of phone card and connection to mobile phones.
• Sample call charges required, but not per unit. • Sufficient and conveniently situated power sockets allowing for the safe use of
all electrical equipment provided.
2.0 DETAILED QUALITY GUIDANCE 2.7 EN SUITE BATHROOM, SHOWER ROOMS AND PRIVATE FACILITIES
2.7 EN SUITE BATHROOM, SHOWER ROOMS AND PRIVATE FACILITIES

2.7.4 water supply
• Sufficient hot water provided at all reasonable • Sufficient hot water available 24 hours.
times – usually 7 am until 10 pm.
(Applies to Three Star - Five Star Ratings)
2.7.1 provision • Baths and showers providing a strong and easily
adjustable flow of water.
• All bedrooms to have en suite bathroom or shower • All bedrooms to have • All bedrooms to have • All bedrooms with
rooms or private facilities, which all have WC and en suite bathrooms or en suite bathrooms en suite facilities (Applies to One Star - Two Star Ratings)
bath or shower. shower rooms which or shower rooms. All with WC, bath and
all have WC and bath en suites with WC thermostatically P RACT
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• A private facility is one designated solely for the and/or shower. and thermostatically controlled shower.
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occupants of one bedroom, situated close to the controlled showers. Hot water supply should have at each fitting a mixer valve, controlled to a maximum 41 degrees C to prevent scalding.

bedroom on the same floor and lockable with a • A full-sized washbasin. • Up to 20% of bedroom A
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key provided (guests informed of this at the time of Where sited in the • Where there is no stock may have shower
booking). bedroom area, likely bath, the quality of only rooms, if size and
to be in a vanity unit the shower fittings, quality are exceptional. PRACT
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• Access to private bathrooms or WCs, or extra public
 BE
commensurate to water pressure, space
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Use thermostatically controlled settings for hot water.
bathrooms, from bedrooms via public areas such as Three Star quality. etc. must be of an
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reception or lounge etc. is not acceptable. excellent standard to ST
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compensate for the
• A washbasin with hot and cold running water and lack of the bath.
a minimum internal measurement of 36 x 24 cm (14
x 9.5 ins). Basin provided in either the bedroom, en 2.7.5 Equipment in en suite and private facilities
suite or private facility.
ALL STAR RATINGS
NB An en suite facility has the bath or shower and
WC situated in room(s) with door(s) separate to the All bathrooms or shower rooms – private and en suite – equipped All toilets equipped with:
bedroom. In-bedroom showers are not generally with:
acceptable. • A lidded WC.
• Internal lock or bolt on all private bath or shower rooms (not
(Applies to One Star - Two Star Ratings) necessary for en suites). • Toilet paper and holder plus spare toilet paper.
• A mirror situated above or adjacent to the washbasin. • A lidded sanitary disposal bin and sanitary bags.
• Bath or shower, washbasin and mirror.

2.7.2 General quality (applies to all bathroom and shower room types) • Adequate storage with space for guests’ own toiletries.
• All bathrooms of acceptable quality and condition • All bathrooms of good • All bathrooms of • All bathrooms of • Hook for clothes.
with practical fittings, flooring and décor providing quality and condition, superior quality excellent quality
ease of use. and providing good and condition, and and condition, and • Non-slip surface or mat for use in bath or showers.
ease of use with providing very good providing excellent ease
• Practical, well-fitted and easily cleanable flooring. • Towel rail or equivalent sufficient for the number of guests in
matched and well ease of use with of use with a luxurious
the room.
co-ordinated fittings, a superior standard of standard of fittings,
• Best practice suggests that washable flooring is flooring and décor. fittings, flooring and flooring and décor. • Conveniently located electric shaver point, with voltage
more hygienic than carpeting. décor. indicated or adaptor for bedroom use.
• Particular attention given to maintenance and • Windows fitted with curtains, blinds or shutters to ensure
lighting levels. privacy.
• Window coverings (possibly not necessary for Velux-style
windows) fitted in the ceiling and in no way overlooked.
P RACT
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2.7.3 Room SIZE
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Provide a selection of equipment such as bath seats, toilet seat height raisers and shower chairs. Provide

A a support rail by the shower attachments.
• Bathrooms of sufficient size for adequate guest comfort and ease of use. • Bathrooms more • Spacious bathrooms CCESS
spacious and with with generously-
(Applies to One Star - Three Star Ratings) a good degree of free sized bath, basin and PRACT
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space. shower.
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Use could be made of water saving devices such as ‘Hippos’ in toilet cisterns.
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• Separate walk-in ST There is no need for soaps and other complimentary products to be individually wrapped – these can be presented in suitable
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shower often seen at attractive dispensers. Assessors will assess the quality of the products offered and the style of presentation.
this level.
There is no need for the spare drinking cup/glass to be either plastic, or wrapped.
Although providing shower facilities can help reduce water consumption, remember that power showers can use more water
than a bath. Therefore, consider using reduced flow shower heads or gravity fed showers where possible.
36 EN SUITE BATHROOM, SHOWER ROOMS AND PRIVATE FACILITIES EN SUITE BATHROOM, SHOWER ROOMS AND PRIVATE FACILITIES 37
2.7 EN SUITE BATHROOM, SHOWER ROOMS AND PRIVATE FACILITIES 2.0 DETAILED QUALITY GUIDANCE
2.8 PUBLIC AREAS

2.7.6 Lighting, heating and ventilation
• Lighting: adequate covered lighting in all • Good lighting, • A heated towel rail or • Excellent light intensity
bathrooms, shower rooms and toilets. Lighting heating, ventilation equivalent (with on/ overall, especially at the
provided above or adjacent to the washbasin and extraction. off switch) operational mirror.
mirror. throughout the year, 2.8.1 General quality: all public areas (bars, lounges, reception, restaurants etc.)
or some means of • Excellent heating,
• Heating: adequate heating. Heater light bulbs are providing guests with ventilation and • Furnishings, fittings and décor of acceptable quality • Furnishings, fittings • Furnishings, fittings • Furnishings, fittings
not acceptable. All bathrooms with an external additional dry towels extraction. and condition. and décor of good and décor of superior and décor of an
window require dedicated heating. A heated towel on request. quality and condition. quality and condition. excellent quality and
rail is acceptable. • Acceptable space and comfort for guests, relative condition, providing
to the number of bedrooms. • Good space and • Very good space and an overall luxurious
• Ventilation: adequate ventilation and extraction comfort for guests, and comfort for guests, standard.
(window or extractor fan). Where a Velux-style • Wi-Fi is recommended in public areas. non-residents, possibly taking into account
window or skylight acts as the only form of including separate the needs of different • A choice of
ventilation, a pole or other means of opening sitting areas and a markets (e.g. business environments of
should be provided. Opaque window covering choice of seating styles. or leisure). sufficient size to
required (see above under 2.7.5). provide generous
• Wi-Fi to be provided personal space.
• Security fittings installed on any bathroom window in public areas
which could be left open and access gained from (dispensations • Additional facilities
outside, e.g. windows near fire escapes. available for rural such as secondary
properties where no dining, leisure, business
(Applies to One Star - Two Star Ratings) internet service exists). centre, spa.
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Use of thermostatically controlled radiators helps to manage your energy consumption.
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Décor – use could be made of local artist’s work, prints and/or photographs of images depicting local scenes and historical and
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2.7.7 Towels and toiletries
2.8.2 Lighting, heating and ventilation
• A clean, absorbent, cotton hand and bath towel • Generously-sized, • A range of superior • A range of towels
provided for each new guest and changed every co-ordinated towels quality guest toiletries. which includes bath • Acceptable levels of lighting appropriately • Good levels of lighting • Superior lighting, • Excellent lighting.
day except where, as part of an advertised of good quality and sheets, robes and face positioned for safety and comfort in all public areas, with thought given giving sufficient
environmental policy, guests agree to a less condition. cloths of excellent including sufficient light on stairways and landings to both intensity and light for all practical • Excellent temperature
frequent change during their stay. quality and condition. at night. to positioning e.g. for purposes and also control, which
• Good quality soap, reading menus. designed to good may include air
• Bath mat (paper mats not acceptable). shampoo and bath/ • An excellent range of • Good levels of heating and ventilation, providing effect showing off conditioning.
shower gel provided. luxury guest toiletries. an ambient temperature and adequate air flow at features.
• Fresh soap provided for each new letting. Particular all times of the year.
attention paid to the cleanliness and hygiene of • Emergency toiletries
liquid soap dispensers where provided. such as toothbrush, (Applies to One Star - Two Star Ratings)
and disposable razor
(Applies to One Star - Two Star Ratings) PRACT
available, possibly for a ST
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charge. Lighting – increased use should be made of energy saving light bulbs throughout the hotel. Greater use can also be made of
natural light.
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P RACT Heating – improved insulation and greater use of thermostatically controlled and zoned heating will save on
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energy use.
Provide towels that contrast in colour to the walls and floor to assist visually impaired guests.
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2.8.3 Reception areas/lobby

PRACT
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• A clearly designated reception facility. • Dedicated reception • Greater amount of • Generally a clearly
E
Use could be made of towel agreement signs.

area with desk, space and comfort designated reception
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counter is acceptable. arriving and departing impressive foyer or

• Sufficient space for guests. entrance hall, but in
• A bell or internal telephone provided to summon guests arriving with town house properties
attention when staff not present. luggage. this may not be the
case.
P RACT
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Provide a well lit and uncluttered area allowing ease of access to the reception facility with seating for guests.
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A A hearing loop or clip board and pen will assist communication with hearing impaired guests.
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38 EN SUITE BATHROOM, SHOWER ROOMS AND PRIVATE FACILITIES PUBLIC AREAS 39

2.8 PUBLIC AREAS 2.8 PUBLIC AREAS
2.8.4 Bars, lounges, sitting areas and restaurants 2.8.6 LIFTS

• A bar or lounge with • Provision of further • Suitable seating layout • There should be • The environment of
ALL STAR RATINGS
adequate comfortable seating where there is and range of furniture sufficient full height all sitting areas of
seating for resident a market need e.g. in appropriate for dining tables, excellent quality and Lifts; dispensation is possible in older buildings and/or architecturally listed buildings where it can be shown that fitting a lift is impractical or
guests accessible resort hotels, leisure meeting the market especially at breakfast, condition, and of unacceptable to planning authorities. In this instance, help with luggage must be offered on arrival and departure.
throughout the day and business hotels needs of certain hotels to prevent delays. sufficient size and with
and evening – at least and where non- e.g. hotels where well-designed layout
PLUS
from breakfast time to residents dine or visit business meetings to provide generous
10 pm. the bar. take place or where personal space and
refreshments are privacy for guests.
• The bar and lounge offered in the lounge. • Optional. • A lift is required • A lift is required • At this level, it is not • It is expected that a
possibly combined • A variety of seating when there is a guest when there is a guest only the provision of lift will be provided to
and providing the styles expected. • Assistance with bedroom that is more bedroom more than a lift that is important, all floors in the main
only sitting area in the luggage available on than three floors two floors higher or but also the size, building.
hotel’s public areas. • Sitting areas not request when there is higher or lower than lower than the ground comfort, quality and
necessarily all no lift. the entrance level floor floor i.e. on the third speed. • The expectation at
• Guests should not lounges but certainly i.e. on the fourth floor. floor. Five Star is a separate
be expected to offering a range of lift for hotel services
share tables in the environments. • Where there is no lift, such as luggage,
restaurant. this should be made laundry and room
• Restaurant tables clear at the time of service.
should have sufficient booking.
space around them to
allow a high degree of P RACT
privacy and freedom T
 BE S
ICE
of movement. Ensure lifts provide audible messages and have raised letters and numbers on the control panel.

A A mirror on the rear wall assists a wheelchair user to manoeuvre in and out.
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P RACT
T
 BE S
ICE
Provide a variety of seating: low, high, firm, soft, with and without arms.

A
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2.8.7 Public telephone
ALL STAR RATINGS
2.8.5 Other public areas including corridors and staircases • A guest should be able to make a telephone call via house phone, payphone or mobile phone from reception/public areas, on request.
• Corridors and stairs in good repair and free from obstruction. • Corridors normally • Corridors and
wide and spacious. staircases wide and
• Adequately lit 24 hours. spacious allowing 2.8.8 Public area WC s
freedom of movement
• Particular attention given to the maintenance of door handles, numbers, for guests and service Where hotel is open to non-residents: • More spacious, higher • Separate facilities for • Spacious, luxurious
brassware and glass panels. trolleys. quality standards. men and women. and numerous toilet
• A toilet facility conveniently situated for the public facilities and with
• Clear, directional signage to bedrooms and reception (where needed). • A serviced coat areas. • Efficient hand drying refinements such as
storage cloakroom and ample mirrors. individual hand towels,
(Applies to One Star - Three Star Ratings) • Toilets possibly shared by men and women.
provided. Receipts high quality toiletries
given. and accessories,
• All toilets well-maintained, regularly cleaned,
serviced very regularly
• Corridors and checked and adequately ventilated. The following
during the day.
staircases permanently facilities provided as a minimum: washbasin with
lit. soap, hand drying facilities, seat with lid, covered
light, mirror, hook on door, lidded sanitary bin and
P RACT bags, toilet roll holder with toilet paper.
T
 BE S
ICE
On each step or change of level, provide a nosing strip that contrasts in colour to the floor. (Applies to One Star - Two Star Ratings)

A Provide at least one continuous handrail on steps and where changes in levels occur.
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T
Provide clear signage.
 BE S
ICE
Provide appropriate support rails at urinals, toilets and wash basins.


A
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40 PUBLIC AREAS PUBLIC AREAS 41

2.0 DETAILED QUALITY GUIDANCE 2.0 DETAILED QUALITY GUIDANCE
2.9 EXTERNAL AREAS (AS APPLICABLE) 2.10 annexes

• External areas include the appearance of the building, grounds and gardens, • Grounds and gardens a feature in their own right. • Where a hotel has an annexe, we will take into account the facilities provided in this annexe when • Access to any
pathways and drives and any car parking. Well-maintained and high-quality appearance all determining the rating for the hotel as a whole. accommodation,
year round. separate to the main
• Particular attention given to the safety and security of guests and their • Annexe accommodation may be situated in a separate unit or units within the hotel grounds or within building, to be under
belongings in car parks, ground floor and annexe bedrooms including external (Applies to Four Star - Five Star Ratings) easy walking distance of the main building – with good levels of external lighting. cover. This could
paths and walkways. include chauffeured
(Applies to One Star - Four Star Ratings) transport or escort
• All aspects of these areas improve in quality and condition as the Star rating with umbrella
increases. provided.
• The hotel entrance should be clearly identifiable and the doorway illuminated
where it is dark. Adequate levels of lighting for safety and comfort in all
public areas, including sufficient light on stairways and landings at night.
• Grounds and gardens well-maintained and kept tidy.
• Parking areas tidy, well-maintained, clearly defined, well lit and clearly signed.
• Security issues taken into account.

P RACT
T
 BE S
ICE
Provide within the grounds of the property or identify nearby, a free run/spend area for assistance dogs.

A Ensure paths are kept clear of obstacles, debris, moss, ice and fallen leaves and have firm, well-maintained surfaces. Ensure
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that any permanent features en route are securely fixed - e.g. flower pot arrangements, statues etc.
PRACT
ST
IC
 BE
E
For grounds, gardens and frontages, establishments could consider the use of material that are in keeping with the local
environment and physical characteristics of the local geography, geology and age of the buildings. Consider using local
SU
LE
ST
A I NA
B
varieties of flowers, plants etc.

If possible and where available, provision should be made in the car park for a clearly marked public transport pick-up and
drop-off point for taxis, buses and/or coaches.
42 EXTERNAL AREAS (AS APPLICABLE) annexes 43

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Recognising Excellence

2.0 detailed quality guidance

1.2 determining the star rating

1.5 key requirements at each

Make sure your AA signage is correct

2 general overview general overview 3

1.1 introduction 1.3 Quality

1.3.4 the quality score

1. All relevant requirements must be met.

1.4 sub-categories/designators 1.5 KEY REQUIREMENTS AT EACH RATING LEVEL

2.1 overall standards

2.3 ALL MEALS:

2.5 other meals

2.7 EN SUITE BATHROOM AND SHOWER

2.8 PUBLIC AREAS

2.9 EXTERNAL AREAS (AS APPLICABLE)

2.1 OVERALL STANDARDS

• Planning: comply with all local planning regulations. P RACT

• Bedding, linen and towels

• Baths, showers, washbasins and WCs

• Flooring and seating

• Crockery, cutlery and glassware

(Applies to One Star - Four Star Ratings)

10 OVERALL STANDards OVERALL STANDards 11

2.1.5 physical quality 2.1.7 services

2.1.9 guest access

• There must be access

12 OVERALL STANDards OVERALL STANDards 13

A people with a hearing impairment at www.textrelay.org

A florists etc. available in theatre bookings,

2.3 all meals - dining quality and information

and service skills. product knowledge proactive staff.

2.4.3 pricing 2.4.6 food quality

a practical and customer–friendly manner. knife, side knife, fork, detail.

• Hot beverages are

 Offer guests assistance with self-service buffet where appropriate.

2.5 other meals

(Applies to One Star - Two Star Ratings)

2.5.3 menu and pricing • Staff demonstrating

22 other meals other meals 23

2.5.8 lunch service 2.5.11 Room service: service and presentation

2.5.12 Room service: breakfast

• No requirement. • Hot drinks should be • Room service of both • A wide choice of

24 other meals other meals 25

 Try to provide a ground floor bedroom. including setting an

2.6.4 Size and spaciousness

2.6.5 suites 2.6.8 Bedding requirements

given at one-star only if A

A bedrooms. Provide blocks so that bed heights can be adjusted.

2.6.11 Heating and temperature control 2.6.13 windows

condition. throughout. throughout. throughout.

A (Applies to One Star - Two Star Ratings)

2.6.16 Furniture, soft furnishings and fittings 2.6.19 seating

(Applies to One Star - Two Star Ratings)

A either provided or available on request.

will look at the quality of the contents and style of presentation.

2.6.22 In-room entertainment 2.6.25 hairdryers

(Applies to One Star - Three Star Ratings)

2.7 EN SUITE BATHROOM, SHOWER ROOMS AND PRIVATE FACILITIES

• Bath or shower, washbasin and mirror.

2.8 PUBLIC AREAS

ST heritage related images – it all adds to a visitor’s enhanced sense of place.

2.8.3 Reception areas/lobby

Offer guests assistance with self-service buffet where appropriate.

Try to provide a ground floor bedroom. including setting an

Use could be made of towel agreement signs.

Provide appropriate support rails at urinals, toilets and wash basins.