aa hotel quality standards

7/29/2019 Aa Hotel Quality Standards

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Hotel Services

Recogisig Excellece

HotelQuality Stadards

AA Hotel Services

14h Foor, Fam Hose, Basg Vew,Basgsoe, RG21 4EA

General EnquiriesTel: 01256 844455

Fa: 01256 491647

Email: [email protected]

theAA.com/Hotels

Advertising Sales

Email: [email protected]

AA Media Limited

Registered Ofce: Fanum House, Basing View, Basingstoke, Hampshire RG21 4EARegistered in England and Wales number: 06112600

2011 AA Media Limited


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2.1. OVERALL STANDARDS2.1.1 Statutory obligatios

2.1.2 Saety ad security

2.1.3 Maiteace

2.1.4 Clealiess

2.1.5 Physical quality

2.1.6 Hospitality

2.1.7 Serices

2.1.8 Opeig

2.1.9 Guest access

2.2 SERVICES2.2.1 Sta appearace

2.2.2 Reseratios, prices ad billig

2.2.3 Receptio: sta aailability or guest arrial

ad departure

2.2.4 Luggage Hadlig

2.2.5 Other - Reception/Concierge/Housekeeping services

2.3 ALL MEALS - DINING QUALITYAND INFORMATION

2.3.1 Diig proisio

2.3.2 Restaurat owership

2.3.3 Tables/table appoitmet

2.3.4 Meal Serice: sta

2.4 BREAkFAST2.4.1 Proisio

2.4.2 Breakast times

2.4.3 Pricig

2.4.4 Meu

2.4.5 Rage o dishes

2.4.6 Food quality

2.4.7 Style o serice

2.5 OTHER MEALS2.5.1 Dier: hours o serice

2.5.2 Rage o dishes

2.5.3 Meu ad pricig

2.5.4 Food quality

2.5.5 Style o serice

2.5.6 Wie ad wie serice

2.5.7 Alcoholic drik serices/liceces(as applicable uder the licesig laws i each coutry)

2.5.8 Luch serice

2.5.9 Light rereshmets, sacks ad ateroo teas

2.5.10 Room serice proisios

2.5.11 Room serice: serice ad presetatio

2.5.12 Room serice: breakast

2.6 BEDROOMS2.6.1 Proisio

2.6.2 Geeral Quality

2.6.3 Housekeepig

2.6.4 Size ad spaciousess

2.6.5 Suites

2.6.6 Bed size: quality

2.6.7 Bed Accesss

2.6.8 Beddig requiremets

2.6.9 Beddig Quality

2.6.10 Decor: walls, ceilig ad paitwork

2.6.11 Heatig ad temperature cotrol

2.6.12 Lightig

2.6.13 Widows

2.6.14 Widow coerigs

2.6.15 Floorig

2.6.16 Furiture, sot urishigs ad ttig

2.6.17 Tables

2.6.18 Clothes ad luggage storage

2.6.19 Seatig

2.6.20 Mirrors

2.6.21 Beerage-makig acilities

2.6.22 I-room etertaimet

2.6.23 Commuicatio ad busiess serices

2.6.24 Telephoe charges

2.6.25 Hairdryers2.6.26 I-room iormatio

2.6.27 Miscellaeous

2.7 ENSUITE BATHROOM AND SHOwERROOMS AND pRIVATE FACILITIES

2.7.1 Proisio

2.7.2 Geeral quality(applies to all bathroom ad shower room types)

2.7.3 Room size

2.7.4 Water supply

2.7.5 Equipmet i e suite ad priate acilities

2.7.6 Lightig, heatig ad etilatio

2.7.7 Towels ad toiletries

2.8 pUBLIC AREAS

2.8.1 Geeral quality: all public areas(bars, louges, receptio, restaurats etc)

2.8.2 Lightig, heatig ad etilatio

2.8.3 Receptio areas/lobby

2.8.4 Bars, louges, sittig areas ad restaurats

2.8.5 Other public areas icludig corridors

ad staircases

2.8.6 Lits

2.8.7 Public telephoe

2.8.8 Public area WCs

2.9 ExTERNAL AREAS (as applicable)

2.10 ANNExES

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2. 0dEtAilEd quAlity GuidAnCE

COntEntSWElCOME

COntEntS

HOTEL STANDARDS

1.1 INTRODUCTION1.1.1 Sericed accommodatio

1.1.2 AA Quality Stadards

1.1.3 Dispesatios

1.2 DETERMINING THE STAR RATING

1.3 QUALITY1.3.1 Quality assessmet

1.3.2 Quality termiology

1.3.3 What is quality?

1.3.4 The quality score

1.3.5 Quality bads

1.4 SUB-CATEGORY/DESIGNATORS1.4.1 Types o sub-categories/desigators

1.4.2 Geeral descriptios

1.5 kEY REQUIREMENTS AT EACHRATING LEVEL

1.0GEnERAl OVERViEW2

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Dear Proprietor,

AA Hotel Serices hae bee recogisig accommodatio sice 1908 ad rst itroducedthe star ratig scheme i 1912, recogisig ad rewardig establishmets or thequality ad rage o their serices ad acilities. The AA is the oly pa-Britai assessigorgaisatio ad is the British Hospitality Associatios Patro Supplier or quality ratig

ad assessmet to the hospitality idustry.

Our Hotel Quality Stadards hae eoled oer the years to refect cosumer expectatioswithi the idustry ad to esure our ratigs ad awards are accurate, cosistet adreliable. Sice 2006 we hae shared these commo stadards with the three atioal touristboards esurig cosistecy with eery accommodatio ratig scheme i the UK.

The Hotel Quality Stadards outlied i this brochure are udametal i achieig youratioally recogised ad approed ratig, so all establishmets wishig to be aliatedwith the AA should adhere to the specic criteria outlied o the ollowig pages.

These stadards are the basis or the ispectios that will take place at your establishmet -by readig ad applyig the criteria careully, you ca be codet that your establishmetwill meet the high idustry stadards required to become recogised by the AA.

We look orward to workig with your establishmet ad promotig it through the AAHotel Recogitio Scheme.

AA Hotel Serices


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1.0GEnERAl OVERViEW

1. 1 intROduCtiOn

1. 2 dEtERMininG tHE StAR RAtinG

1. 3 quAlity

1. 4 SuB-CAtEGORiES/dESiGnAtORS

1. 5 kEy REquiREMEntS At EACHRAtinG lEVEl


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GEnERAL OvERvIEW2

1. 0GEnERAl OVERViEW

GEnERAL OvERvIEW 3


Make sure your team hae read ad uderstoodthe AA Quality Stadards booklet.The content is vital in order to understand the requirements at each star level.

The debrie with your ispector is a two waycoersatio.Whilst it is importat to liste to the ispectors accout o the stay ad to

ote ay tips ad adice they oer, it is also a opportuity to ask lots o

questios ad to adise them o ay plas you may hae to make chages

or improemets to your operatio.

It is critical that you adise us o ay chages toyour operatio.This may be somethig like a chage o che, which we eed to kow about

i you hae AA Rosettes or about reurbishmet you hae carried out or

you are plaig. You may wat us to postpoe your isit because o work

beig carried out or you may wat us to refect the chages you hae made

i your descriptio.

Your ispector is here to help; as are ouroce admiistratio team.Please eel ree to cotact us, we are aailable all year roud

ot just at the time o ispectio.

Make sure you amiliarise yoursel withall the other beets.They could sae you moey or ehace your marketig.

Send us quality pictures to ll the multipleimage spaces on your page on our website. Good pictures will ehace the customers rst impressio o

a property ad could ifuece them to make a bookig.

Fill i the questioaire we sed youeach year about your establishmet.This esures we hae up to date iormatio about your

property o our website ad i our AA Liestyle guide.

Make sure your AA sigage is correct

ad up to date.For iormatio o sigage or to purchase ew or

additioal sigs telephoe 01256 844455 or email

[email protected]

Proprietors o either AA recogisedHotels or Guest Accommodatio whowish to appeal agaist the resultso a AA ispectio carried out attheir establishmet must ollow the

procedure outlied below.

1. Ay appeal must be made i writig to AAHotel Serices withi 21 days o the reportbeig receied.

2. The appeal should detail the mai reaso orthe appeal i.e. the leel o ratig, merit scoreor hotels or leel o AA award recommeded.

3. Should the appeal be about the leel o starratig, proprietors should esure that theirestablishmet meets all the ecessary miimumrequiremets outlied i the AA QualityStadards Booklet.

4. Appeals would be ormally ackowledgedwithi 7 workig days o receipt o the appealtogether with a orm to orgaise a appealisit o a oeright basis.

5. The appeal isit would be subject to a oreudable ee as detailed below which wouldot be orgaised util ull paymet had beereceied.

6. Oce the applicatio ad ee has bee receieda appeal isit rom a member o the seiorispectio team will take place withi 4-6weeks o receipt (subject to the establishmetsaailability).

7. The digs o the appeal isit will be edbacki the ormal way o both a discussio atercheck-out ad a report ollowig ater the isit.

8. The outcome o this report will supersede thepreious isit ad will be al.

TOP TIPS TO GET THE MOST FROM AA RECOGnITIOnAnD FROM YOUR AA InSPECTIOn

AA InSPECTIOn APPEALS PROCEDURE

Do you require ay assistace ad adice with your ood, traiig or your team?The AA oers a wide rage o traiig ad cosultacy packages. Icludig additioal ispectios ad tailored Mystery Guest

programmes.

For urther details telephoe 01256 844455 or email [email protected]

Prices are aailable upoapplicatio or o our website:

theAA.com/Hotels


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GEnERAL OvERvIEW4

1. 0GEnERAl OVERViEW 1. 0GEnERAl OVERViEW

QUALITY 5


1.1 intROduCtiOn

1.2dEtERMininG tHE StAR RAtinG

1.1.1SERViCEd ACCOMMOdAtiOn

1.1.2AA quAlity StAndARdS FOR HOtElS

1.1.3diSpEnSAtiOnS

A establishmet will eed to satisy three elemets to reach a particular star ratig:

1. All releat requiremets must be met.

2. The oerall percetage score or quality must reach the appropriate bad (see quality bads 1.3.5)

3. The releat stadard o quality i the six critical areas as highlighted below.

There are ie key areas o assessmet. The six most critical areas are:

HOSpITALITY, SERVICE, BEDROOMS, BATHROOMS, CLEANLINESS AND FOODThe star ratig leel across all o these six areas must be met i order to achi ee a particular star ratig. The remaiig three areas are:exterior, public areas, diig room/restaurats. Where additioal acilities are proided e.g. spa, these will also be assessed.

1. 3quAlity

1.3.1quAlity ASSESSMEnt

1.3.2quAlity tERMinOlOGy

1.3.3WHAt iS quAlity?

There are e leels o quality ragig rom Oe to Fie Stars. To obtai a higher star ratig a progressiely higher quality ad rageo serices ad physical acilities should be proided across all areas with particular emphasis i six key areas - clealiess, serice, ood,bedrooms, bathrooms ad hospitality.

Research idicates that quality is o key importace but isitors also expect the leel o serices ad rage o acilities i hotels to icreaseat each star ratig leel.

We use phrases such as good, ery good etc. to sigiy ascedig leels o quality i broad terms oly.

These stadards idicate typical cosumer expectatios o each star ratig. They are either prescriptie or deitie because we recogisethe wide ariety o quality elemets that ca be icluded or example, style, which ca rage rom traditioal to miimalist.

Whe we are assessig quality we take ito accout the ollowig:

Itrisic quality the iheret alue o a item.

Coditio the maiteace ad appearace o a item. Is it t or the purpose?

Physical ad persoal comort does the quality o a item detract i ay way rom the comort o the user?

Attetio to detail the eidet care take to esure that the guest experiece is special ad o the same high stadards or all.

Guests choice ad ease o use the guest experiece is ehaced through choice be it the choice o beerages i the room or thechoice o room temperature. This is urther improed by how usable the guest ds the room ad its cotets.

Presetatio the way the room ad its cotets are preseted or guests arrial ad durig their stay.

InTRODUCTIOn / DETERMInInG TH E STAR RATInG4

Sericed accommodatio i Britai is broadly diided ito three categories:

Hotels: ormal accommodatio with ull serice

Guest Accommodatio (e.g. B&Bs, Inns etc.): iormal accommodatio with limited serice.

Budget Hotel (e.g. roadside, budget lodge style) : uiorm accommodatio with limited serice.

This booklet describes the requiremets or the Quality Stadards or Hotels.

Ay establishmet operatig with the word hotel as part o their busiess ame will be assessed usig the hotel requiremets listed i thisbooklet.

The AA stadards i this booklet are idetical to those that will be applied by visitBritai, visitScotlad ad visitWales or assessig the qualityo sericed accommodatio i Britai. Your ratig will be the same whicheer orgaisatio carries out your assessmet.

I you choose to be assessed by more tha oe orgaisatio, each orgaisatio will award you the same star ratig.

You will oly be eligible or special AA Awards, (e.g. AA Hotel o the Year, Rosettes or ood etc.) i you hae ull AA recogitio throughaual AA ispectio.

Dispesatios or certai idiidual requiremets withi these AA Quality Stadards may be gie as log as all the remaiig requiremetsad quality leels or that ratig are met or exceeded. This fexibility will be cosidered o a case-by-case basis.

Ay exceptios will eed a proportioal icrease i quality i other areas to compesate or the area where a exceptio is sought.

1.3.5quAlity BAndS

OnE STAR TWO STAR THREE STAR FOUR STAR FIvE STAR

30 46% 47 54% 55 69% 70 84% 85 100%

1.3.4tHE quAlity SCORE

Whe AA ispectors isit your property, they will ealuate ad gie a quality score to all aspects o the accommodatio ad serice.

The total o all these scores establishes a oerall percetage score or quality.

Based o this score, establishmets will be gie a oerall quality ratig o a scale o Oe to Fie Stars, based o the chart below.


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GEnERAL OvERvIEW 7


30-46%

A miimum o elettig bedrooms.

100% o bedroomswith e suite or priateacilities.

Resident guests, onceregistered, have access

to the hotel at all times.

Proprietor and/or sta

on site all day and as

a minimum on call to

resident guests at night.

A dining room/restaurant

or similar eating area

serving a cooked or

continental breakast

seven days a week.

A dining room/restaurant

or similar eating area

serving evening meals

at least ve days a week(but hotels that do not

oer dinner and arelocated within easy

walking distance o a

choice o places to eat

dinner, can also be rated

under the hotel scheme

as a metro or town

house hotel, as long asthis is made clear to all

prospective guests in all

marketing and all other

hotel requirements are

met).

A bar or sittig areawith a Liquor Licece.

Hotel geerally opesee days a weekdurig its operatigseaso proidig, o

eery day ope, theleel o serice adacilities appropriateto its star ratig.

Proprietor and/or sta

available during the dayand evening to receive

guests and provide

inormation/services

such as hot drinks and

light rereshments.

A clearly desigatedreceptio acility.

Meeting all the current

statutory obligations

and providing Public

Liability insurance cover.

47-54%

(In addition to the

requirements for One Star)

All areas o operatio

should meet the TwoStar leel o qualityor clealiess,maiteace adhospitality, ad orthe quality o physicalacilities ad delieryo serices.

55-69%

(In addition to therequirements for Two Star)

All areas o operatioshould meet theThree Star leel oquality or clealiess,maiteace adhospitality, ad orthe quality o physicalacilities ad delieryo serices.

Oce registered,residets hae accessat all times durig theday ad eeig (e.g.rom 7 am until 11 pm)

without use o a key.

Access aailableoutside these times.

Dier sered amiimum o sixeeigs a week

with bar sack orequialet aailableo seeth eeig(uless hotel does othae a restaurat i.e.metro or tow househotel, located closeto choice o places toeat).

Room serice as amiimum o hotad cold driks adlight sacks (e.g.sandwiches)durigdaytime ad eeig.Optio to proide orequest oly, withouteed or ull meupromoted i bedroom.Guests should be made

aware o this sericeproisio ia roomiormatio ad madeaware o prices beoreorderig.

All bedrooms with esuite bathrooms.

Iteral or direct dialtelephoe systemrequired (miimum isability to phoe rombedroom to receptioad ice ersa).

Wi-Fi aailable ipublic areas.

70-84%

(In addition to the

requirements for Three Star)

Expectatio is or

higher quality oserice leels i alldepartmets ad igeeral higher stagleels; as well as aserious approach adclear ocus to the oodad beerage oerig.

All areas o operatioshould meet theFour Star leel oquality or clealiess,maiteace adhospitality, ad orthe quality o physicalacilities ad delieryo serices.

24 hour room service,

including cooked

breakast and ull

dinner during restaurant

opening hours.

Once registered,

residents should have 24

hour access, acilitatedby on-duty sta.

Enhanced services

oered, e.g. Afternoontea, offer of luggageassistance, meals atlunchtime, table serviceon request at breakfast.

At least oerestaurat, ope toresidets ad o-residets, or breakastad dier see daysa week. Hotels without

restaurats locatedwithi easy walkigdistace o a rageo places to eat arerequired to sere as amiimum sacks/lightrereshmets i publicareas/bedrooms, atleast i core hours obetwee 7am to 11pm.

All bedrooms withe suite bathroomsad all with WC adthermostaticallycotrolled showers.

Wi-Fi or iteretcoectio proidedi bedrooms.

85-100%

(In addition to the

requirements or Four Star)

Excellet stag leels

with well-structured addedicated teams withdepth i maagemetleels.

Exceptioal leels oproactie serice adcustomer care.

All areas o operatioshould meet the FieStar leel o qualityor clealiess,maiteace, hospitality,ad or the quality ophysical acilities addeliery o serices.

Hotel ope see daysa week all year.

Ehaced serices

oered e.g. valetparking, escort to

bedrooms, proactive

table service in bars

and lounges and at

breakast, concierge

service, 24-hourreception, 24-hour room

service, ull aternoon

tea.

At least oe restaurat,ope to residets ado-residets or allmeals see days aweek.

A miimum o 80% obedrooms with e suitebathroom with WC, bathad thermostatically

cotrolled shower, 20%may be shower oly.

A choice oeiromets i publicareas o sucietreleat size to proidegeerous persoal space.

Additioal acilitiese.g. secondary dining,

leisure, business centre,

spa, etc.

At least oe permaetluxury suite aailablecomprisig o threeseparate rooms -bedroom, louge adbathroom.

1. 5kEy REquiREMEntS At EACH RAtinG lEVEl1.4 SuB-CAtEGORiES/dESiGnAtORS

1.4.1typES OF SuB-CAtEGORiES/dESiGnAtORS

All hotels will be positioed i oe o the ollowig descriptie sub-categories. These hae bee deeloped to help cosumers uderstadmore clearly the dieret types o hotels aailable i Britai.

Hotels i each o these sub-categories eed to ull all hotel requiremets detailed i this booklet with the exceptio o Metro Hotels whereproisio o dier is ot a requiremet.

1.4.2GEnERAl dESCRiptiOnS

Formal accommodatio with ull serice. Miimum e guest bedrooms but more likely i excess o 20.

A coutry house hotel with ample grouds or gardes, i a rural or semirural situatio with a emphasis o peacead quiet.

Smaller hotels with a maximum o 20 bedrooms. They will be persoally ru by the proprietor ad are likely tohae limited uctio busiess.

High quality tow/city cetre properties o idiidual ad distictie style with a maximum o 50 rooms.High sta-to-guest ratio. Public areas may be limited. Possibly o dier sered but room serice aailable istead.

A tow/city hotel proidig ull hotel serices with the exceptio o dier. Withi easy walkig distace o a rageo places to eat.

Hotel

Country House

Hotel

Small Hotel

Ton House Hotel

Metro Hotel

OnE STAR TWO STAR THREE STAR FOUR STAR FIvE STAR


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8

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 SHOWERROOMS And pRiVAtE FACilitiES

2. 8 puBliC AREAS

2. 9 EXtERnAl AREAS (AS AppliCABlE)

2.10 AnnEXES

2.0dEtAilEd quAlity GuidAnCE


8/24OvERALL STAnDARDS10


2.1OVERAll StAndARdSOnE STAR TWO STAR THREE STAR FOUR STAR FIvE STAR

OvERALL STAnDARDS 11

2.1 OVERAll StAndARdSOnE STAR TWO STAR THREE STAR FOUR STAR FIvE STAR

2.1.1StAtutORy OBliGAtiOnS

public Liability Insurance: while ot a statutory requiremet, it is a requiremet or participatio i this scheme. Proprietors may beasked to proide eidece that Public Liability isurace coer is beig maitaied ad that the requiremets below are beig ullled.

Establishments are required to comly ith all relevant statutory requirements including:

Fire Ris Assessment: to comply with the Regulatory Reorm (Fire Saety) Order 2005; supply eidece that a Fire Risk Assessmet hasbee carried out aually, or guidace reer to: .fresaetyguides.communities.gov.u

Food Saety/Hygiene: register with the local Eirometal Health departmet.

Guest Register: proide a register o all guests; record passport umber o all oerseas guests.

Health & Saety: operate saely with due regard to health ad saety legislatio ad with eidece o cosideratio or the saety oguests ad security o guests property; supply clear iormatio o how to cotact proprietor/maager i case o emergecy. Su pplymultiligual istructios or diagram or re eacuatio procedure.

planning: comply with all local plaig regulatios.

Licensing: comply with all local licesig regulatios.

Hotel prorietors Act: comply with this Act.

Data protection Act: comply with this Act.

prices & payment: make clear to guests exactly what is icluded i all prices quoted or accommodatio icludig taxes ad ay othersurcharges; adhere to ad ot exceed prices quoted at the time o bookig.

Cancellation policy: commuicate clearly the cacellatio policy to guests at the time o bookig i.e. by telephoe, ax or email.

Consumer protection rom Unair Trading Regulations 2008: comply with these Regulatios by describig accurately i ayadertisemet, brochure, or other prited or electroic media, the acilities ad serices proided.

Adise isitors at the time o bookig ad subsequetly, o ay chage, i the accommodatio oered is i a ucoected aexe orsimilar, ad idicate the locatio o such accommodatio ad ay dierece i comort ad/or ameities rom accommodatio i themai property.

Equality Act 2010 (replaces the Disability Discrimiatio Act 1995): Comply with this Act. Welcome all guests courteously ad withoutdiscrimiatio i relatio to geder, sexual orietatio, disability, race, religio or belie. Make reasoable adjustmets to improeserice or disabled customers. Best Practice would suggest hotels produce a access statemet which oers a descriptio o acilitiesad serices oered specically i relatio to accessibility to iorm people with access eeds.

Proide guests with clea, hygieic, sae ad well-maitaied accommodatio at all times.

NB It is unlikely that any establishment oering accommodation to DSS residents or operating as a reuge hostel or homeless people will

be eligible to participate in the scheme.

2.1.2SAFEty And SECuRity

2.1.3MAintEnAnCE

2.1.4ClEAnlinESS

Proprietor ad/or sta to be o site or o call toresidet guests 24 hours a day.

Prited istructios, proided i the bedrooms,or summoig assistace durig a emergecy atight. I the proprietor lies away rom the hotel,it is expected that a member o maagemetor sta sleep o site ad that their ight-timecotact details are clearly adertised i eerybedroom.

A high degree o geeral saety ad security,icludig iormatio o eacuatio proceduresi the eet o a emergecy, to be adertisedi eery bedroom. Multiligual emergecyprocedure otices or use o symbols/diagramsclearly displayed i eery bedroom.

Adequate measures or the security o guests adtheir property.

(Applies to One Star - Two Star Ratings)

Proprietor ad/or stato be o duty rom7 am to 11 pm, ad osite 24 hours.

Proprietor ad/or sta to be o duty 24 hours a day.

(Applies to Four Star - Five Star Ratings)

Buildigs, their xtures, urishigs, ttigs ad exterior ad iterior dcormaitaied i a soud, clea coditio ad t or the purpose iteded.

All electrical ad gas equipmet i good workig order ad regularly sericedto esure guests saety.

Moitorig procedure i place or reportig o broke/damaged items iguests bedrooms.

(Applies to One Star - Three Star Ratings)

Buildigs, theirxtures, urishigs,ttigs ad exteriorad iterior dcormaitaied i asuperior coditio.

Buildigs, theirxtures, urishigs,ttigs ad exteriorad iterior dcormaitaied i aexcellet, immaculatecoditio.

As the clealiess o hotels at eery star ratig is o paramout importace to the cosumer, cosistetstadards o clealiess are essetial at eery hotel. Particular attetio should be gie to bathrooms,shower rooms ad toilets, especially items iolig direct cotact or guests, icludig:

Beddig, lie ad towels

Baths, showers, washbasis ad WCs

Floorig ad seatig

Crockery, cutlery ad glassware

All bathrooms ad shower rooms cleaed daily ad checked to esure appropriate stadards o clealiess.

Bathrooms ad shower rooms clea ad resh smellig. Particular attetio paid to WCs, plugholes, showercurtais, mirrors ad extractor as.

(Applies to One Star - Four Star Ratings)

Exceptioal stadardso housekeepig.

Cosider usig eirometally riedly ad chlorie-ree cleaig products, such as microbre cloths that reduce the amouto cleaig liquid required.

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Esure the re eacuatio strategy details emergecy exit procedures or disabled people.

Remember guests with hearig impairmet may ot hear kockig at the door.

Record room locatio ad ay specic requiremets ad pass to sta at chage o shit.

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9/24OvERALL STAnDARDS12

2.1OVERAll StAndARdSOnE STAR TWO STAR THREE STAR FOUR STAR FIvE STAR

OvERALL STAnDARDS 13

2.1 OVERAll StAndARdSOnE STAR TWO STAR THREE STAR FOUR STAR FIvE STAR

OvERALL STAnDARDS12

2.1.5pHySiCAl quAlity

2.1.8OpEninG

2.1.9GuESt ACCESS

2.1.6HOSpitAlity

Oce registered, residet guests hae access to thehotel at all times. Proprietor ad/or sta to be osite or o call to residet guests 24 hours a day.

It is acceptable or a rot door key or security codeto be issued.


Oce registered,residets must haeaccess at all times during

the day and evening

without eedig touse a key. Best practicesuggests betwee 7 amad 11 pm.

There must be accessaailable outside thesetimes possibly usig adoor key or security code.

24-hour access,acilitated by o-dutysta.

Both prior to adater registratio,guests should haeaccess without haigto rig a bell. Durigthe ight a bell isacceptable.

Hotels proidigaccommodatio oacceptable qualityad comort.

Hotels proidigaccommodatio oquite good qualityad comort.

Hotels proidig goodquality, comortablead more spaciousaccommodatio.

Hotels settig highstadards or thehospitality idustry.

All aspects o thehotel oerig a erygood leel o quality,spaciousess ad

comort.

Hotels settig thehighest iteratioalstadards or thehospitality idustry.

All aspects o thehotel oerig aexcellet leel o

quality, spaciousessad comort, proidiga oerall luxuriousstadard.

Guests will be greeted ad ackowledged i a riedly, eciet ad courteousmaer throughout their stay.


Proactie iteractioad aticipatio oguests eeds.

Excellet leelso hospitality adcustomer care oeriga persoalisedapproach to eeryidiidual guest.

Hotel geerally ope see days a week durig its operatig seaso proidig, o eery day ope,a cosistet leel o serice ad acilities appropriate to its star ratig.

(Applies to One Star - Four Star Ratings)

Ope see days a weekall year, proidiga cosistet leel oserice ad acilities.

2.1.7SERViCES

A relatiely straightorward rage o sericesoered ote proided by the proprietor adamily/sta.

All equiries, requests ad reseratios,correspodece ad complaits rom isitors dealtwith promptly ad politely.

Serice ad eciecy skills o a competet

stadard.


Good guest service

with appropriate

stang levels to

provide a prompt

and ecient service

without detriment toother service areas at

the same time.

Good social skills

and anticipation o

individual guests needs

evident in dealings

with all guests.

All sta demostratea positie attitude ada willigess to help.

Serice, eciecy adtechical skills oa good stadard.

very good guestserice, giig gueststhe impressio obeig well cared or bytraied, proessioalad attetie sta.

very good social skills

ad aticipatio oidiidual guestseeds eidet idealigs with allguests.

Serice, eciecyad techical skills oa ery good stadardad without detrimetto other serice areasat ay time.

Flawless aduobtrusie guestserice, giig gueststhe impressio obeig ery well caredor by highly traied,proessioal, proactiead well maaged

sta.

Excellet social skillsad aticipatio oidiidual guests eedseidet i dealigswith all guests.

Serice ad eciecyo a excelletstadard withoutdetrimet to otherserice areas at aytime. Deliered bya structured teamo sta with amaagemet adsuperisory hierarchy.

Some multi-ligualsta i hotels with aiteratioal market.

Cosider specic traiig or sta o how to welcome all types o guests.

Cosider learig to commuicate i basic British Sig Laguage (BSL).

Esure sta ask i the guest has ay access eeds.

Welcome assistace dogs (legal obligatio). May disabled people rely o assistace dogs to proide idepedece.See the dog as beig part o the perso.

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Iclude public trasport optios i promotioal ad bookig iormatio.

Esure all sta are ully brieed ad updated o the hotels sustaiable tourism policy, particularly receptio, cocierge addiig room sta.

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2.2SERViCESOnE STAR TWO STAR THREE STAR FOUR STAR FIvE STAR

SERvICES 15

2.2 SERViCESOnE STAR TWO STAR THREE STAR FOUR STAR FIvE STAR

2.2.1StAFF AppEARAnCE

Sta tidily dressed ad well groomed.

Sta clothig resh ad well iroed.

Particular attetio gie to persoal hygiee.

The style o hotel may dictate how sta dress- rom ormal uiorms to iormal ad casualoutts.


Sta smartly attired.

Sta dressed i such a way that guests ca easilydistiguish betwee sta ad guests.

(Applies to Three Star - Four Star Ratings)

Sta impeccablypreseted ad ia uiorm way.

ALL STAR RATInGS

As All Star Ratigsaboe

As All Star Ratigsaboe

Ability to makea prompt ad eectiereseratio durig theday ad eeig.

Guests should be ableto charge all accoutserices to oe maiaccout, ad pay o

departure.

Guest accouts to beupdated o a ogoigbasis to miimise thedelay at check-out.

Conrmation provided

by email/ax/text orletter on request rom

hotel (not only rom

third party booking site).

Ability to makea prompt ad eectiereseratio durig theday ad up to 11pm.

Cormatio proidedby email/ax/text orletter rom hotel (otoly rom third party

bookig site).

Ability to make a promptad eectie reseratio24 hours a day. E erybookig cormed byletter, ax, email or textmessage.

The accout wellexplaied ad well

preseted, perhaps ia eelope or older.

PLUS

2.2.2RESERVAtiOnS, pRiCES And BillinG

There should be a easy ad eciet bookig serice that icludesthe ollowig:

Prospectie isitors told clearly what is icluded i the pricesquoted or accommodatio, meals ad rereshmets, icludigserice charges, taxes ad other surcharges.

Other iormatio which may impact o the guests stay e .g.smoking policy, reurbishment work in progress, planned

unctions/events etc. proided. Where house policy dictates thatcertai acilities eed to be pre-booked e.g. spa treatments, dinneretc., these should also be metioed at the time o bookig.

Adace warig i the restaurat is to be closed or likely tobecome ully booked.

Full details o the hotels cacellatio policy. This especiallyicludes iormatio about chargig credit cards or cacellatioor chages to the bookig.

Iormatio about deposits i required, icludig details ohow the deposit is take ad whether or ot it is reudable ocacellatio.

Clear explaatio o charges or additioal serices or aailableacilities icludig cacellatio terms.

Iormatio about ay uacceptable types o paymet, e.g. credit

cards, travellers cheques etc.

Iormatio ad ull details about ay ees charged or theacceptace o credit cards.

Bookigs may be cormed i writig by email/letter, erbally byphoe or ia text message.

Commuicatio with prospectie guests, whether erbal or writte,should be prompt, eciet, proessioal ad helpul. A good rstimpressio is critical at all leels. Thereore:

The price agreed at the time o bookig must ot be exceeded.

All agreed prices must iclude serice charges, taxes ad other

surcharges where applicable.

Eery edeaour should be made to adise guests i adaceabout the hotel locatio ad ay car parkig restrictios.

visitors adised whe they are bookig, ad subsequetly ithe case o ay chage, i the accommodatio oered is i aucoected aexe or has separate exteral access.

Uless otied i writig i adace, price cormatio is to be atleast idicated o a key card or similar.

Prospectie guests should be let codet that their bookig wasrecorded accurately. As a miimum, ame, address ad/or cotacttelephoe umber recorded at the time o bookig.

All bookigs hadled i a riedly ad courteous maer, eewhe there is o dedicated reseratios departmet.

Proide each guest with prited or clearly writte details opaymet due ad a receipt o request.

Presetatio o accouts esurig that purchases are clearlydetailed.

Particular attetio should be paid to accuracy.

The vAT elemet o the accout (where applicable) should beclearly idetied.

Oer your guests a choice o how to cotact you e.g. telephone, ax, letter, emailad d out about Text Relay used bypeople with a hearig impairmet at .tetrelay.org

Always ask i the equirer or ay o the guests i the party hae ay specic access requiremets.

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SERvICES 17

2.2 SERViCESOnE STAR TWO STAR THREE STAR FOUR STAR FIvE STAR

Esure guests idetiyig themseles as beig disabled e.g. those with a visual impairmentare oered a amiliarisatio tour.BEStpRACtiC

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2.2.3RECEptiOn: StAFF AVAilABility FOR GuESt ARRiVAl And dEpARtuRE 2.2.5OtHER RECEptiOn/COnCiERGE/HOuSEkEEpinG SERViCES

2.2.4luGGAGE HAndlinG

As receptio is likely to be the guests rst ad lastpoit o cotact with a hotel, special attetioshould be gie to proidig a good stadard ocustomer care.

Direct guest cotact gie priority oer otherreceptio duties. Proprietor or sta aailable toreceie guests ad proide iormatio/sericesrom just beore breakast to late eeig atapproximately 10 pm.

Receptioists attetio possibly summoed bya bell or telephoe.

Guests clearly directed to their room ad giea brie explaatio o locatio o hotel acilities.

The issuig o a bedroom key to guests ad thechargig o items to accout always doe discreetlyto esure guest security.

I the iterests o saety, guests to be escorted tobedrooms i requested.

Guests iormed o meal times, bar opeigtimes etc.


Receptio sericeproided rom justbeore breakastutil late eeig.Best practice suggests7 am to 11 pm.

Receptioist o dutydurig busy check-i/out times whe it isessetial to proideull coer.

Howeer, at othertimes, possiblysummoed by bell ortelephoe or miimaldelay.

Additioal receptioserices such as expresscheck-out, 24 hourcheck-i/out, proidedi hotels where theeed exists, e.g. inhotels in city centres

and hotels by airports.

Receptio staed atall times betwee 7 amad 11 pm. Stagleels suciet toesure a miimaldelay.

A member o sta possibly the ightporter aailablead able to perormreceptio dutiesbetwee 11 pm ad7 am.

24 hour receptio withsuciet highly skilledsta to esure o delayor guests.

Arriig guests greetedwithout delay outsidethe hotel etrace.

valet parkig oered.A seamless trasitioo arrial rom outsidethe hotel etrace tothe receptio area.

All guests oered aescort to the bedroomby a member o stawith excellet skills.

Guests iormed oimportat hotel adbedroom acilities bythe escort.

Iro ad iroig board aailable.

Early morig call o request or a alarm usiga clock, telephoe or teleisio aailable i theroom.

Appropriate tourist, trael ad/or local iormatioaailable, suitable to market eeds. Should be wellpreseted e.g. in a older, rack or electronic.


Laudry serice maybe proided adadertised with prices.

Icomig telephoecalls to residetguests hadled ia proessioal addiscreet maer.

Messages writtedow ad eery eortmade to iorm guestsa message is waitigor them. IteractieTv ad oicemailsystems are acceptable.

A selectio o dailyewspapers aailableor purchase orcomplimetary paperproided.

Well presetedtrael ad/or localiormatio suchas details o isitorattractios, taxi rms,baks, churches,

railway statios,forists etc. aailable ibedrooms.

Laudry ad possiblydry cleaig sericeproided adadertised with prices.

Early morig call.Guests ot expectedto set their ow alarmcall.

Messages delieredpromptly to thebedrooms or to theguest i the publicareas.

newspapers ca beordered ad delieredto guests bedrooms.

Pressig serice(miimum same day)ad 24 hour retur drycleaig ad laudryserice.

Cloakroom serice(coat storage) witha receipt proided.

A adertised shoecleaig sericewhich ca icludea coeietlypositioed machie orshoe cleaig materialsaailable.

All messages discreetlyhadled ad writtemessages preseted ia eelope.

A ull cocierge sericeproided.

This may arydepedig o locatioad style o the hotelbut may iclude some

or all o the ollowig:theatre bookigs,sightseeig trips, taxibookigs, alet parkigad other requests.

Assistace withluggage aailable orequest throughoutthe day ad eeig.

Secure short-term luggage storage.

(Applies to Two Star - Three Star Ratings)

Assistace withluggage readilyaailable.

Hotel sta takigcotrol o luggagerom guests arrialoutside to promptdeliery i bedroom.The same quality oserice repeated odeparture.

Secure short-termluggage storage withreceipt proided.

Proide a ibratig alarm clock or hearig impaired guests. Proide hotel iormatio i a rage o ormatse.g. large print, Braille, photographs, MP3 downloads and audio description on websites.

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Make best use o local tourist iormatio i both the hotels promotioal literature ad isitor iormatio olders located ithe bedrooms.

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2.3All MEAlS - dininG quAlity And inFORMAtiOnOnE STAR TWO STAR THREE STAR FOUR STAR FIvE STAR

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2.3 All MEAlS - dininG quAlity And inFORMAtiOnOnE STAR TWO STAR THREE STAR FOUR STAR FIvE STAROnE STAR TWO STAR THREE STAR FOUR STAR FIvE STAR

ALL STAR RATInGS

2.3.1dininG pROViSiOn

2.3.2REStAuRAnt OWnERSHip

Desigated eatig areas ca iclude restaurat,diig room, brasserie, bistro or bar.

A desigated eatig area, ope to residets or

breakast see days a week.

Eeig meals proided at least e days a week.

Guests iormed whe they book i dier isot aailable o a particular eeig. Whe thishappes, a rage o rereshmets ad sacks, e.g.soups, sandwiches etc. should always be oered.

Residets guests may take dier by priorarragemet.


At least oerestaurat, ope ordier a miimum osix days a week, toresidets ad theirguests. Where thelocatio is appropriate,the restaurat shouldbe ope to o-residets e.g. citycentre and by airports.

O the day therestaurat is ot opea bar meal optioor similar must beaailable.

A bar is ot acceptableas the oly eatig area.

It is acceptable thato-residets arerequired to bookdier i adace.

At least oerestaurat, ope toresidets ad o-residets, or breakastad dier see daysa week.

A superior brasserie/bistro/bar is acceptableor luches, proidigthat guests are ableto eat i comort adorder ad be sered atthe table.

At least oe restaurat,ope to residets ado-residets, or allmeals see daysa week.

Where dier is sered i a restaurat, which is separate or cotracted out, it will eertheless be assessed as part o the oerall operatio.Such a restaurat is acceptable as log as:

The hotel accepts ull resposibility oer the quality o surroudigs, ood ad serice proided i the restaurat.

Guests are iormed whe they book a bedroom that dier is sered i a separate restaurat.

Access is easy e.g. within approximately 250 metres walking (1/4 mile or ten minute walk), preerably umbrella proided, or withi 5/10miutes i hotel proides complimetary trasport.

There is a acility or guests to charge meals ad driks to their hotel accout.

(Applies to all Star Ratings)

Try to be fexible with meal times to help diabetic people regulate their blood sugar.

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2.3.4MEAl SERViCE: StAFF

Suciet sta to esure prompt serice at allmeals sered.

Polite ad courteous sta proidig a acceptablestadard o customer care ad demostratigacceptable leels o kowledge about the dishesbeig sered.


A superisor o dutyi the diig area toesure a more ecietserice.

Polite ad courteoussta proidig agood stadard ocustomer care addemostratiggood leels o ood,beerage ad wieproduct kowledgead serice skills.

A maager o dutyi the restauratto esure a highlyeciet serice.

Uobtrusie, politead courteous staproidig a erygood stadard ocustomer care addemostratig erygood leels o ood,beerage ad wieproduct kowledgead serice skills.

A well-structuredteam o sta withmaagemet presece.

The restaurat alwaysstaed.

Uobtrusie, politead courteous staproidig a excelletstadard o customer

care. Highly traied,proessioal adproactie sta.

Guests welcomed adescorted to their tableat all meals ad i allareas where ood addriks are sered.

Prompt table sericei public areas whereguests seat themseles.

Sta demostratigexcellet leels o ood,beerage ad wieproduct kowledgead serice skills.

Oer guests a choice o seatig locatio. Proide a selectio o chairs with ad without arm rests.

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2.3.3tABlES/tABlE AppOintMEnt

Idiidual tables aailable or each guest or party.

Table appoitmets o acceptable quality adappropriate to the type o meal sered.

Tables o a appropriate height or comortablediig, ee i set close together.


Table appoitmets ogood quality, i maycases usig proprietarybrads.

Table appoitmets oery good quality.

Tables to be a goodsize ad well spaced.

Table appoitmets oexcellet quality.

Esure tables are stable ad proide support or people risig rom their chairs.

Esure crockery cotrasts with table lie or surace to assist isually impaired guests.

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BREAKFAST 21

2.4 BREAkFAStOnE STAR TWO STAR THREE STAR FOUR STAR FIvE STAROnE STAR TWO STAR THREE STAR FOUR STAR FIvE STAR

2.4.1pROViSiOn

2.4.2BREAkFASt tiMES

2.4.3pRiCinG

2.4.4MEnu

2.4.5RAnGE OF diSHES

2.4.6FOOd quAlity

2.4.7StylE OF SERViCE

A cooked or cotietal breakast proided ia desigated eatig area o the premises adadertised as such.


A cooked ad cotietal breakast proided i a desigated eatig area o thepremises ad adertised as such.

(Applies to Three Star - Five Star Ratings)

Breakast price o display whe a room-oly rateoptio is aailable.

The price o ay breakast items carryig aadditioal charge clearly adertised.


I breakast is aailable to o-residets, the price should be clearly displayed.


Breakast sered at a appropriate time or themarket o the hotel.


Breakast sered orat least oe ad a halhours.

Breakast sered or atleast two hours.

Breakast sered or atleast three hours.

A set meu is acceptable.

Cotietal oerig to iclude as a miimum: ruitjuice, cereal, yogurt, coee, tea ad toast. Cookedbreakast to iclude at least three hot items e.g.bacon, egg, sausage, mushroom, baked beans plus

coee, tea and toast.


A good rage ohot ad cold items,together with achoice o good qualityaccompaimets.Examples icludepreseres, groud addecaeiated coee,

teas, butters adspreads.

Guests oered achoice o how theireggs are cooked toiclude ried, poached,boiled ad scrambled.

A superior rage ohot ad cold items.

A comprehesie rageo excellet qualityhot ad cold dishes.Examples might icludereshly squeezed juices,a ariety o resh ruitsi seaso ad ripe, coldmeats ad cheeses,

ree rage eggs, localspecialities, resh sh,rage o bakery itemsad pastries, specialdietary produce ada comprehesie rageo appetisig hot items.

All hot oods well preseted ad sered at thecorrect temperature o hot plates.

Care take to esure that juices are chilled, toast iscrisp ad coee/tea is reshly made.


Good qualityigrediets cookedad preseted toa good stadard.

Cosideratio gieto proidig healthyeatig optios.

All ood cookedcorrectly ad preparedwith a ery goodleel o skill, care adpresetatio ad

sered at the correcttemperature.

High qualityigrediets cookedad preseted to aexcellet stadard.

Sel-seri ce buet-style is acceptable. Howeer,

buets should be repleished o a regular basis.Where proided, buets laid out ad operated ia practical ad customerriedly maer.

Sel-serice hot beerages are acceptable.


Breakast tables laid

with a table settigor each guest o maikie, side kie, ork,cereal spoo, cup,saucer, teaspoo, sideplate ad apki. Thetable laid with salt,pepper, sugar, milk,butter ad preseres.

Hot beerages aresered at the table butthe additioal optioo high quality edigmachies is acceptable.

There is a heighteed

leel o serice withextra attetio todetail.

Table sericeadertised adaailable o request.

Table serice

proactiely oered.

Where there isa buet, a higher leelo assistace aailable.

A erbal explaatioo dishes aailable isacceptable.

A clea ad well-preseted meu proided orbreakasts sered rom the kitche.

Where there is a buet, ay items aailable butot icluded o the buet should be detailed o ameu.

(Applies to Two Star - Three Star Ratings)

A meu detailig theull breakast rageproided.

A meu, preseted tothe highest stadard,detailig the ullbreakast rageproided.

Table appoitmets appropriate to the style o serice.

Proide a large prit meu (miimum ot size 14pt) i a clear ot such as Arial.

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Oer guests assistace with sel-serice buet where appropriate.

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Meus highlightig local specialities ca really help dieretiate your oerig rom that o your competitors. So highlightthe coectio with local producers whereer possible, ad icorporate a little descriptio o where igrediets are sourced,who the producer is ad why you hae chose them.

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Where possible, source ood ad drik products locally. Build up relatioships with local producers ad traders.

Sta dealig with ood ad drik serice should be ully brieed o the source, characteristics ad sigicace o local oodad drik products.

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Proide or dieret dietary requiremets e.g. dairy ree, wheat ree, lactose ree, nut ree.

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ALL STAR RATInGS

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2.5 OtHER MEAlSOnE STAR TWO STAR THREE STAR FOUR STAR FIvE STAR

2.5.1dinnER: HOuRS OF SERViCE

2.5.2RAnGE OF diSHES

2.5.3MEnu And pRiCinG

Dier sered or miimum o oe hour, specictimes accordig to market eed ad clearlyadertised.

Some sacks or cold meal proisio or late arrials,by prior arragemet.

It is acceptable or residet guests to be asked tochoose dishes or dier at a earlier time o theday. Howeer, guests who preer to choose later,icludig up to the meal time, must be able to doso without beig put uder ay pressure to chooseearlier. new arrials should ot be asked to choosedishes or dier i adace o arrial.


The restaurat should be ope or a miimum o two hours. Spec ic opeigtimes to suit market eed.

Guests ot expected to choose dishes or dier at a earlier time o day.

Meal times should be clearly adertised, explaied to guests i adace to aoiddisappoitmet.


Two courses aailable. The mai course should bea substatial hot dish.


Three courses aailable.

A choice o substatial hot ad cold dishes.


A extesie choice oood.

A broad rage odishes o outstadigquality.

Acceptable, clea ad well preseted writtemeus, with accurate descriptios. Howeer, it isacceptable istead to oer a erbal descriptio othe dishes aailable.

The price o dier should be displayed i theaccommodatio tari does ot iclude dier.

Clearly adertised price or ay surcharge made ora particular dish.

Additioal charges, such as vAT, serice ad coercharge, clearly idetied o the meus.


Quality writte meus with prices clearly displayed.


Immaculatelypreseted meus.

A sel-serice operatio e.g. carvery or buet-style,is acceptable.


The mai course, sered to the guest at their tableo request.

Full table serice but a carery is acceptable.


All courses seredto the guest at theirtable.

2.5.4FOOd quAlity

2.5.5StylE OF SERViCE

2.5.6WinE And WinE SERViCE

2.5.7AlCOHOliC dRink SERViCES/liCEnCES (as acabe er he cesg aws each Cor)

All meals reshly cooked/prepared o the premiseswith a acceptable leel o skill ad presetatio,ad sered at the correct temperature. Eidece osome resh produce.

At least oe egetaria optio aailable (at least orequest) at each course.


All meals, icludigay room serice,prepared with a goodleel o skill, care adpresetatio adsered at the correcttemperature.

Particular attetiogie to ood qualityrather tha extesiemeus.

All meals, icludigay room serice,prepared with a erygood leel o skill, caread presetatio adsered at the correcttemperature.

Proisio made ora ariety o dietaryrequiremets.

All meals, icludig ayroom serice, preparedwith a excellet leelo skill usig reshproduce.

Cuisie quality meetiga high iteratioalstadard.

Red ad white wie proided.

Wie prices ad measures clearly displayed.

Sta demostratig basic kowledge about thewies aailable e.g. country o origin.


A choice o goodquality wies oered.

Clea ad wellpreseted wie list,clearly ad accuratelylistig the choice owies ad measureaailable, should beproided.

Sta demostratiggood kowledge othe wies aailable.

Superior rage adquality o wiesoered.

A iormatie addetailed wie list.

Excellet rage adquality o wiesoered.

Sta demostratigexcellet wiekowledge ad wieserice skills. Likely toiole dedicated wieteam (sommelier).

A curret liquor licece or equialet.

Alcoholic driks sered at meal times to residets.

A rage o driks aailable i a bar or louge.Hoesty bars ad dispese bars are acceptable.

A price list displayed whereer driks are sered.


Alcoholic drikssered throughoutthe day ad eeigto residets ad theirguests.

A wide rage o driksproided i a bar orlouge.

Table serice shouldbe proided i thelouge i there is obar couter.

Alcoholic driks sered24 hours to residets.

Table serice orequest.

A comprehesie rageo driks, icludigwies ad cocktails.

Table serice proided.

Try to be fexible with meal times to help diabetic people regulate their blood sugar.

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I a sel-serice operatio, oer guests assistace where appropriate.

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Proide or dieret dietary requiremets e.g. dairy ree, wheat ree, lactose ree, nut ree.

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Proide a large prit meu (miimum ot size 14pt) i a clear ot such as Arial.

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2.5 OtHER MEAlSOnE STAR TWO STAR THREE STAR FOUR STAR FIvE STAR

2.5.8lunCH SERViCE

2.5.12 ROOM SERViCE: BREAkFASt

2.5.9liGHt REFRESHMEntS, SnACkS And AFtERnOOn tEAS

2.5.10 ROOM SERViCE pROViSiOn

Luch serice is ot required.


A superior brasserie/bistro/bar is acceptableor luches, proidigthat guests are ableto eat i comort adorder ad be sered atthe table.

A choice o hot adcold dishes at eachcourse o starters, maicourses ad desserts.

Luch sered ia ormal restaurat.

Extesie choice ateach course.

Hot ad cold driks aailable to residets adtheir guests i the public areas durig the dayad eeig. Guests may be required to orderat receptio or at the bar. vedig optio i thepublic areas may be acceptable. (Reerral toi-room acilities is ot acceptable.)


Light rereshmetso at least hot adcold driks adsadwiches aailableto residets ad theirguests i the publicareas throughout theday ad eeig. Thisserice is to be clearlyadertised.

Light rereshmetsad hot ad coldsacks aailable toresidets ad theirguests i the publicareas throughout theday ad eeig.

Guests able to orderad be sered at theirtable.

Light rereshmets adhot ad cold sacksaailable to residetsi the public areas 24hours.

Full ateroo teaaailable.

Optioal except i the case o illess.

Ay room serice proided may be limited ichoice.


Hotel should be ableto oer as miimumroom serice o hotad cold driks adlight sacks e.g.sandwiches,durigdaytime ad eeig,o request. I oroom serice meuproided i bedrooms,the room sericeaailability should bepromoted i roomiormatio.

Room sericemeu should beclearly adertised ibedrooms with prices.

24 hour room sericeo light sacks suchas sadwiches adhot ad cold driksicludig alcoholicdriks.

Proisio o roomserice, breakast ada rage o substatialhot ad cold dishesdurig luchtime adeeig restaurathours.

24 hour room sericeo hot ad cold sacksad driks icludigalcoholic driks.

Guests able to chooserom the ull diermeu durig restaurathours rom either thehotel restaurat orbrasserie meu or both.

no requiremet.


Hot driks should bereshly sered with ayroom serice breakastoered.

Guests able toorder their morigbreakast by phoe orbreakast order cardwithout leaig theirroom either i themorig or the ightbeore.

Room serice o bothcotietal ad ullcooked breakastadertised adproided.

A wide choice osubstatial hot ad colddishes. la carte itemsare ote the orm atthis leel.

no requiremet.


Ca be simply choiceo hot ad cold driksad sacks, or ullmeu. Whateerleel o room sericeis proided, guestsshould be madeaware o prices beore

orderig.

Room serice itemswell preseted adsered o a tray largeeough to easilyaccommodate itscotets. Appropriatecutlery, crockery adcodimets proided.

Prompt ad ecietserice.

Procedure i placeto arrage or thecollectio o trays.

Full room sericemeu, clearlypromoted with prices.

Must iclude proisioo cotietal adcooked breakastad a substatial

dier meu durigrestaurat hours.

Hot ad cold sacksshould be aailable24 hours, wherestaurat is closed.

Hotels withoutrestaurats must atleast proide hot adcold sacks, 24 hours.

Room serice ordered,deliered ad clearedi a highly proessioalad eciet maerad without impactigo other serices.

Full room serice

o luch ad dierdurig restaurathours ee i hotelhas o restaurat.Serice deliery allowseach course to beeate at the correcttemperature. All mealssered o a diigtable or heated trolley,or each hot coursedeliered separately.Presetatio o thehighest stadard.

2.5.11 ROOM SERViCE: SERViCE And pRESEntAtiOn

Proide meals i rooms (o request) where appropriate e.g. disabled guests.

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2.6 BEdROOMSOnE STAR TWO STAR THREE STAR FOUR STAR FIvE STAR

2.6.6BEd SizE: quAlity

2.6.7BEd ACCESS

Miimum bed sizes, icludig soa beds adbuks, as ollows:

Sigle: 190 cm x 90 cm (6 t. 3 is x 3 t.).

Double: 190 cm x 137 cm (6 t. 3 is x 4 t. 6is); 122 cm (4 t.) beds to be desigated assigles.

76 cm (2 t. 6 is) beds are uacceptable,except i amily rooms where they are clearlydesigated or childre oly.

Soa beds are ot acceptable as permaet bedspaces.

Buk beds (permaet bed spaces) are acceptableor child use oly. Whe buk beds are used,guests told whe they make the bookig.

All beds, icludig supplemetary beds, such asz-beds, soa beds etc. to be o acceptable qualityad i good coditio. They should hae a soudbase ad sprug iterior, oam or simi lar quality,moder, comortable mattress.

Secure headboard or equialet o all permaetbeds.

NB Bunk beds should have a minimum 75 cm (30 ins)

clear space between the mattress o the bottom bed

and the underside o the top bed. Reerence: Bunk

Bed (Entrapment Hazards) Saety Regulations 1987.


Beds ad headboardso good quality adcoditio.

A choice o larger-sized beds. verygood quality bedse.g. pocket sprung

mattress and base, iery good coditiowith superiorheadboards or similar.

Beds or sigleoccupacy to exceed90 cm (3 t.) i width.

Beds or doubleoccupacy to be atleast 153 cm (5 t.) iwidth.

Seeral beds to exceedthis size. Buk beds areot acceptable.

Beds ad headboardso excellet qualityad coditio.

There should be accessto both sides o beds or

double occupancy, but

dispensation may be

given at one-star only i

restrictions are clearly

advertised to all guests.

Good access to both sides o beds or doubleoccupacy.


Easy access to bothsides o beds ordouble occupacy.

Geerous access toboth sides o beds ordouble occupacy.

2.6.8BEddinG REquiREMEntS

2.6.9BEddinG quAlity

Two sheets, two blakets ad a bedspread OR oe/two sheets ad duet with coer per bed.

Where eather duets or pillows are used, a o-allergeic alteratie aailable o request.

Two pillows i idiidual pillowcases, per perso (oe pillow per perso acceptable at Oe Star).

Spare pillows ad blakets aailable o request.

Ay additioal beddig kept i bedrooms to be clea, resh ad wrapped.

A mattress protector proided or each bed. Pl astic or rubber mattress protectors are ot acceptable except or childres beds.

Beddig o good quality ad coditio.


Beddig o superiorquality ad coditio.The presetatio othe bed ehaces theoerall impressio othe room.

Beds preseted to aexcellet stadard.All beddig o thehighest qualityad immaculatelylaudered.

2.6.10 dCOR: WAllS, CEilinG And pAintWORk

Dcor i soud coditio.

A quite good stadard o dcor ad paitwork.


A good stadard odcor ad paitworki good coditio withsome thought gieto co-ordiatio o

desig.

Some use o decoratieehacemets whereappropriate.

Superior quality,proessioally appliedwall coerigswith decoratieehacemets where

appropriate.

Dcor ad paitworki ery good coditio.

Dcor showigattetio to detail adco-ordiatio o desig,as well as ished to aproessioal stadard.

Wall coerigs adpaitwork o aexcellet itrisicquality ad coditio.High quality paitigsad prits i eidece.

2.6.5SuitES

not required.


Whilst there is no

expectation to have a

suite at this level, manyhotels will oer suites

or larger bedrooms

with sitting area. May

also include bedrooms

that are particularly

large and spacious thatclearly have a lounge

area whilst in an open-

plan arrangement (e.g.minimum 40 square feet).

At least oepermaet luxury suiteaailable (comprisigthree separate rooms bedroom, louge adbathroom).

Proide hypoallergeic beddig.

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Consider having the door rames a contrasting colour to the wall and avoiding high gloss nishes to assist visually impaired guests.

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Proide zip ad lik beds so that a guest ad parter or a guest ad carer ca be accommodated, particularly i accessiblebedrooms. Proide blocks so that bed heights ca be adjusted.

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Spare beddig does ot eed to be wrapped i plastic bags; it ca be placed i a reusable cotto or abric bag.BE

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As All Star Ratigsaboe.



More likely to be choice o type o pillows.

(Applies to Four Star - Five Star Ratings)

PLUS

ALL STAR RATInGS


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2.6.11 HEAtinG And tEMpERAtuRE COntROl

2.6.12 liGHtinG

2.6.14 WindOW COVERinGS

Heatig proidedat o extra cost, adcotrollable (o/o) bythe guest.

Supplemetaryheatig proided irooms o requestwhe temperature

leels are ot withithe cotrol o theguest e.g. someheating systems.

Heatig to come oautomatically prior tobreakast ad durigmai hours o guestoccupacy e.g. check-in and early evening.

Heatig able to heatthe etire bedroomsaely, quietly,adequately ad quicklywhateer heatigsystem is used.

Automatic xedheatig at o extracost.

Fixed idiiduallycotrolledthermostatic heatig.

Best practice suggestsa eort be madeto proide as orequest or guests usei hot weather.

Idiidually cotrolledthermostatic heatigoperable 24 hours.

Air coditioigexpected at this leel.

Bedrooms well lit.

A shade or coer proided or all bulbs, ulessdecoratie.

At least oe light cotrolled rom the door.

Bedside readig light or each perso, cotrollablerom the bed, i additio to the light cotrolledrom the door. H oweer, twi beds may share acetral bedside light.


Good lightig itesitywith thought gie toambiece ad a rageo lightig optios.

Lightig specicallyproided to illumiatethe writig desk.

Superior leels olightig with goodpositioig ad ease ouse, icludig lightigspecically or thelobby area, wardrobearea, diig area adeasy seatig.

Room lightigcotrollable rom thebedside.

Excellet leels olightig with a rage oseparately cotrollableoptios.

Opaque curtais, blids or shutters proided o allwidows ad ideally icludig glass paels to doors,alights ad skylight widows so that guests haepriacy ad ca exclude ay light rom outside theroom. All widow coerigs to be properly ttedor hug.

Curtais large eough to draw easily ad

completely across the width ad height o thewidow with or without liigs.

I groud foor bedrooms additioal priacyproided by meas o a et curtai or blid.


Widow coerigso good qualityad coditio.Curtais, where used,substatial, ully lied,with ample drape adwidth.

Widow coerigs

proidig ull blackouti hotel rooms with aspecic market eed,such as hotels i citycetres with high leelso outside illumiatioad airport hotels withguests o dierettime zoes.

Widow coerigs oa superior quality adcoditio.

Excellet qualitywidow dressig.Widow coerigsproidig ull blackout.

ALL STAR RATInGS

2.6.13 WindOWS

At least oe widow that ca be opeed saely ad which proides good leels o direct atural light ad etilatio. Widows welltted, easy to shut ad ope ad remai ope. A pole proided to ope ay velux-style widow s or skylights.

Rooms without widows are geerally ot acceptable (howeer dispesatios may be aailable o specic rooms).

Security ttigs istalled o all bedroom widows where, whe ope, access could be gaied rom outside e.g. patio doors andwindows near fre escapes.

It is acceptable or a bedroom to oerlook a large iteral atrium. The bedroom should be air-coditioed ad aturally illumiated.

Air coditioig proided where widows caot be opeed.

2.6.15 FlOORinG

All foorig, carpets, rugs, hard wood foorig etc.properly tted ad o a acceptable quality adcoditio.


Floorig o a goodquality ad coditiothroughout.

Floorig o superiorquality ad coditiothroughout.

Floorig o a excelletquality ad coditiothroughout.

Aoid deep pile carpets that may cause trips or make it dicult or a wheelchair to maoeure.

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Eable lightig leels to be adjusted usig a dimmer switch ad/or make aailable additioal bedside/writig table lamps.

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Esure widows ad curtais ca be reached by your guests ad are easy to ope ad close.

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Icreased use should be made o eergy saig light bulb s throughout the hotel. Greater use ca also be made o aturallight.

Sigs could be used to request guests to switch o lights whe ot i use.

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2.6.19 SEAtinG

2.6.21 BEVERAGE-MAkinG FACilitiES

2.6.20 MiRRORS

2.6.16 FuRnituRE, SOFt FuRniSHinGS And FittinGS

2.6.17 tABlES

2.6.18 ClOtHES And luGGAGE StORAGE

All uriture, sot urishigs ad ttigs proidigacceptable ease o use ad o a acceptable qualityad coditio.


All uriture, soturishigs ad ttigsproidig good easeo use ad o a goodquality ad coditio.

All uriture, soturishigs ad ttigsproidig ery goodease o use ad oa superior quality adcoditio.

All uriture, soturishigs, ad ttigsproidig excelletease o use ad o aexcellet quality adcoditio.

Writig table or equialet such as substatial fatsurace or desk proidig suciet ree space orpractical use with mirror adjacet.

Lightig adequate or use.

Coeietly positioed spare 13 amp powersocket.

A bedside table or equialet proided or eachperso. Twi beds may share a bedside table.

NB A chair instead o a bedside table is not acceptable.


Writig table orequialet with clearuder-space so guestsca easily use it.

Lightig proidedspecically toillumiate the writigtable.

Writig table orequialet proidigery good ad ampleree space.

Occasioal/diigtables o appropriateheight or diig uless trolleys are used.

A substatial writigtable with excelletree space.

Multiple powersockets ote withiteratioal sockets/adaptors accordig tomarket eed.

Sigle oe chair. Doubl e/twi two chairs or oechair plus oe stool.

Seatig proided appropriate to the style ad sizeo the room.


Sigle oe easy chair.Where this is the olychair, cosideratiogie or ease o useat the writig table,or a additioal chairproided.

Double/twi two

easy chairs or oeeasy chair plus oeupholstered stool.

NB An easy chair oers

a greater degree

o comort, either

upholstered or o another

quality material.

Double/Twi twoeasy chairs (stools areot acceptable).

Where thehotels market ispredomiatlybusiess clietele,a substatial chair at

the desk may replacethe secod easy chair.

Seatig used or roomserice eatig o aappropriate style adheight.

Sigle oe substatialeasy chair plus aadditioal chairproidig comortableuse at the writigtable.

Double/twi twosubstatial easy chairs

plus a additioal chairproidig comortableuse at the writigtable.

Tea/coee-makig acilities aailable ad accessible24 hours either i bedrooms or i public areas (sel-serice/edig optio i public areas acceptable).

Where oly room serice is proided, theaailability o a hospitality tray at o extra charge,to be adertised to guests.

Sel serice igrediets or makig hot driks keptwrapped or i lidded cotaiers.

Kettles should ot hae to be operated at foor

leel.


As Oe Star, but awider rage o hotdriks likely to beproided e.g. choiceo teas, biscuits, and

other drinks such as

hot chocolate.

Fresh milk aailableo request.

As well as 24 hourroom serice, theaailability o ahospitality tray, i otproided, adertised toguests.

I-room acilities,where proided, oa excellet stadard,e.g. china cups and

teapot, choice o hotdriks icludig arage o speciality teas,resh milk, ad reshlygroud coee.

May eature bespoke

coee machies iroom.

Wardrobe or clothes hagig space.

NB An alcove is an acceptable substitute but hooks on

walls or behind doors are not.

Acceptable drawer or shel space. Drawer s ruigreely ad lied or with a easily wiped iteriorsurace.

The amout o clothes storage proided suitableor the style o hotel ad the umber o guests theroom will accommodate.

Suciet hagers (ot wire).


Dedicated area orupackig luggage possibly a moeablestad or raised fatsurace.

Alcoes acceptableoly whe located ithe etrace or lobbyarea.

A choice o goodquality hagers.

A ully tted or ree-stadig wardrobe.

NB Open alcoves notacceptable. A generous

amount o clothes storage.

A wide rage oexcellet qualityhagers proided.

Illumiatio iside thewardrobe expected.

NB Furniture includes tables, luggage and clothes storage, seating etc.

Sot urnishings includes curtains, cushions etc.Fittings include mirrors, light fttings, heating appliances, light shades etc.

At least oe mirror i the bedroom.

I there is oly oe mirror it should be a ull-legthmirror ad be placed ext to the writig tablesurace or equialet. A ull-legth mirror isa mirror o suitable size ad i a coeiet

positio or guests to see the majority othemseles rom head to toe.


At least two mirrors i the bedroom, oe o which must be a ull-legth mirrorad oe at the table area.


Esure hospitality trays are at a height accessible to all guests. Kettles should be cordless ad a ariety o drikig cups/mugseither proided or aailable o request.

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Items o hospitality trays, such as sugar ad biscuits, do ot eed to be idiidually wrapped use ca be made o airtightcotaiers or dried goods ad whereer possible, locally produced goods or Fair Trade products could be sourced. Assessorswill look at the quality o the cotets ad style o presetatio.

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ALL STAR RATInGS

2.6.22 in-ROOM EntERtAinMEnt

2.6.26 in-ROOM inFORMAtiOn

2.6.23 COMMuniCAtiOn And BuSinESS SER ViCES

2.6.24 tElEpHOnE CHARGES

2.6.27 MiSCEllAnEOuS

Digital Tv aailable i all bedrooms.

All aailable chaels properly tued i.

Teleisios may be saely mouted o a wallbracket. Ease o iewig ad saety take itoaccout whe positioig teleisio.

Where clock radios are used, istructios or use

proided ad clock set accurately.


Guests able to watchTv i comort romboth a chair ad thebed.

Radio proided i eachbedroom possiblypart o teleisioistallatio.

Teleisios withgeerously-sizedscrees greater tha61cm (24 is).

Extesie rage oteleisio chaelsaailable.

A rage o radiochaels aailable.

Additioal audio-isual optios proidede.g. in-house channels,CD player, DVD

library, satellite, cable,

PlayStation, iPod etc.

Adoptio o thelatest ioatioi etertaimettechologies expected.

Hotel serices ad acilities adertised i allbedrooms (possibly i a room iormatio olderor ia i-room techology). T his should iclude theollowig where applicable:

How to summo assistace i a ight-timeemergecy.

Meal times (ad meus).

Iro ad iroig board adertised as aailable, iot already proided i the bedroom.

Multi-ligual emergecy procedure otices oruse o symbols/diagrams clearly displayed i eerybedroom.


Telephoe iormatioe.g. charges, internal

directory, local services.

Room serice meu.

Message-takigserice.

Laudry sericeiormatio, i oered.

Do ot disturbotices or guests touse.

As Three Star, plus amore comprehesieguest directory.

Laudry/pressig/dry cleaig sericeiormatio.

Cosideratio gieto multiligual adisually ehacedmaterial.

Bedroom telephoe optioal.

Where ot proided, a meas o commuicatiowith sta at ight i the eet o a emergecymust be proided, ad adertised i the bedroom.

Telephoes, where proided, displayig the hoteltelephoe umber together with the bedroomextesio or telephoe umber.

Telephoes, where proided, with istructioso how to use ay additioal serices such astelephoe message serice, ad room-to-room calls.


Iteral telephoesystem proided.

Wi-Fi ad/oriteret coectiorecommeded. Ichargeable, this mustbe clearly adertisedprior to bookig.

Direct dial telephoesystem proided.

Wi-Fi ad/or iteretcoectio proided. Ichargeable, this mustbe clearly adertisedprior to bookig.

notepad with pe orpecil proided.

A miimum o twodirect dial telephoes

i xed oe at thebedside ad oe othe desk/writig table.Sigle cordless phoeacceptable.

Guests able to callidiidual hoteldepartmets directly.

Wi-Fi ad/or iteretcoectio proided. Ichargeable, this mustbe clearly adertisedprior to bookig.

Excellet i-roomcommuicatiotechology with bestaailable coectiityad good support toresole ay problems.

Where telephoes are proided, rate card displayed i bedrooms illustratig typical charges or local, log-distace, iteratioal,iteret, use o phoe card ad coectio to mobile phoes.

Sample call charges required, but ot per uit.

A waste paper cotaier o-fammable i smokig permitted.

A drikig tumbler per guest, i glass, scratchless plastic or wrapped(disposable).

A ashtray where smokig permitted.

Suciet ad coeietly situated power sockets allowig or the sae use oall electrical equipmet proided.


A high quality glassdrikig tumbler perguest.

valet tray/proisio.

May eature aumbrella.

I-room sae.

2.6.25 HAiRdRyERS

A hairdryer proided i eery bedroom.


A superior qualityhairdryer.

Proisio o hairstraighteers issometimes see.

A excellet qualityhairdryer (o-xed).

Esure Tvs ca proide subtitles (Teletext page 888, digital (DvB), Sky subtitles), to beet hearig impaired ad oreiglaguage speakig guests.

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Ensure all inormation is in clear print at a height accessible to all guests. Consider providing door notices or hearing impaired

guests as part o your emergency evacuation procedures. Include a copy o your access statement within room inormation.

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Each room could cotai, where possible, a up-to-date isitor iormatio older. visitor iormatio olders could iclude:

Details o earby outlets supplyig local ood, drik ad git products.

Local isitor attractios.

Local heritage ad culture iormatio, icludig details o special eets.

Optios or car-ree trael such as walkig ad cyclig routes, public trasport timetables ad cotact umbers.

Suggestios or a series o car-ree days out.

The hotels eirometal policy, i there is oe, or details about ay gree scheme with which they are aliated.

I the busiess is part o a isitor payback scheme, iormatio regardig this scheme should also be icluded.

notices could be used to request guests to completely tur o all electrical appliaces whe ot i use, rather tha leaigthem o stadby. Sta could also be traied to tur them o stadby whe cleaig the room i guests hae let them o.

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2.7En SuitE BAtHROOM, SHOWER ROOMS And pRiVAtE FACilitiESOnE STAR TWO STAR THREE STAR FOUR STAR FIvE STAR

En SUITE BATHROOM, SHOWER ROOMS AnD PRIvATE FACILITIES 37


2.7.1pROViSiOn

2.7.2GEnERAl quAlity (aes o a bahroom a shower room es)

2.7.3ROOM SizE

All bedrooms to hae e suite bathroom or showerrooms or priate acilities, which all hae WC adbath or shower.

A priate acility is oe desigated solely or theoccupats o oe bedroom, situated close to thebedroom o the same foor ad lockable with akey proided (guests iormed o this at the time obookig).

Access to priate bathrooms or WCs, or extra publicbathrooms, rom bedrooms ia public areas such asreceptio or louge etc. is ot acceptable.

A washbasi with hot ad cold ruig water ada miimum iteral measuremet o 36 x 24 cm (14x 9.5 is). Basi proided i either the bedroom, esuite or priate acility.

NB An en suite acility has the bath or shower and

WC situated in room(s) with door(s) separate to the

bedroom. In-bedroom showers are not generally

acceptable.


All bedrooms to haee suite bathrooms orshower rooms whichall hae WC ad bath

ad/or shower.

A ull-sized washbasi.Where sited i thebedroom area, likelyto be i a aity uitcommesurate toThree Star quality.

All bedrooms to haee suite bathroomsor shower rooms. Alle suites with WC

ad thermostaticallycotrolled showers.

Where there is obath, the quality othe shower ttigs,water pressure, spaceetc. must be o aexcellet stadard tocompesate or thelack o the bath.

All bedrooms withe suite acilitieswith WC, bath adthermostatically

cotrolled shower.

Up to 20% o bedroomstock may hae showeroly rooms, i size adquality are exceptioal.

All bathrooms o acceptable quality ad coditiowith practical ttigs, foorig ad dcor proidigease o use.

Practical, well-tted ad easily cleaable foorig.

Best practice suggests that washable foorig ismore hygieic tha carpetig.

Particular attetio gie to maiteace adlightig leels.


All bathrooms o goodquality ad coditio,ad proidig goodease o use withmatched ad wellco-ordiated ttigs,foorig ad dcor.

All bathrooms osuperior qualityad coditio, adproidig ery goodease o use witha superior stadard ottigs, foorig addcor.

All bathrooms oexcellet qualityad coditio, adproidig excellet easeo use with a luxuriousstadard o ttigs,foorig ad dcor.

Bathrooms o suciet size or adequate guest comort ad ease o use.


Bathrooms morespacious ad witha good degree o reespace.

Spacious bathroomswith geerously-sized bath, basi adshower.

Separate walk-ishower ote see atthis leel.

2.7.4WAtER Supply

Suciet hot water proided at all reasoabletimes usually 7 am util 10 pm.

Baths ad showers proidig a strog ad easilyadjustable fow o water.


Suciet hot water aailable 24 hours.


2.7.5EquipMEnt in En SuitE And pRiVAtE FACilitiES

All bathrooms or shoer rooms rivate and en suite equied

ith:

Iteral lock or bolt o all priate bath or shower rooms (otecessary or e suites).

A mirror situated aboe or adjacet to the washbasi.

Bath or shower, washbasi ad mirror.

Adequate storage with space or guests ow toiletries.

Hook or clothes.

no-slip surace or mat or use i bath or showers.

Towel rail or equialet suciet or the umber o guests ithe room.

Coeietly located electric shaer poit, with oltageidicated or adaptor or bedroom use.

Widows tted with curtais, blids or shutters to esurepriacy.

Widow coerigs (possibly ot ecessary or velux-stylewidows) tted i the ceilig ad i o way oerlooked.

All toilets equied ith:

A lidded WC.

Toilet paper ad holder plus spare toilet paper.

A lidded saitary disposal bi ad saitary bags.

Use thermostatically cotrolled settigs or hot water.BE

StpRACt

iCE

SUSTA INA

BLE

Use could be made o water saig deices such as Hippos i toilet cisters.

There is o eed or soaps ad other complimetary products to be idiidually wrapped these ca be preseted i suitableattractie dispesers. Assessors will assess the quality o the products oered ad the style o presetatio.

There is o eed or the spare drikig cup/glass to be either plastic, or wrapped.

Although proidig shower acilities ca help reduce water cosumptio, remember that power showers ca use more watertha a bath. Thereore, cosider usig reduced fow shower heads or graity ed showers where possible.

BE

StpRACt

iCE

SUSTA INA

BLE

Hot water supply should hae at each ttig a mixer ale, cotrolled to a maximum 41 degrees C to preet scaldig.

BES

tpRACtiC

E

ACCES

S

Proide a selectio o equipmet such as bath seats, toilet seat height raisers ad shower chairs. Proidea support rail by the shower attachmets.

BEStpRACtiC

E

ACCES

S

ALL STAR RATInGS


22/24

En SUITE BATHROOM, SHOWER ROOMS AnD PRIvATE FACILITIES38


PUBLIC AREAS 39


2.8 puBliC AREASOnE STAR TWO STAR THREE STAR FOUR STAR FIvE STAR

2.7.7tOWElS And tOilEtRiES

A clea, absorbet, cotto had ad bath towelproided or each ew guest ad chaged eeryday except where, as part o a adertisedeirometal policy, guests agree to a lessrequet chage durig their stay.

Bath mat (paper mats ot acceptable).

Fresh soap proided or each ew lettig. Particularattetio paid to the clealiess ad hygiee oliquid soap dispesers where proided.


Geerously-sized,co-ordiated towelso good quality adcoditio.

Good quality soap,shampoo ad bath/shower gel proided.

Emergecy toiletriessuch as toothbrush,ad disposable razoraailable, possibly or acharge.

A rage o superiorquality guest toiletries.

A rage o towelswhich icludes bathsheets, robes ad acecloths o excelletquality ad coditio.

A excellet rage oluxury guest toiletries.

2.8.1GEnERAl quAlity: All puBliC AREAS (bars, oges, receo, resaras ec.)

2.8.2liGHtinG, HEAtinG And VEntilAtiOn

2.8.3RECEptiOn AREAS/lOBBy

Furishigs, ttigs ad dcor o acceptable qualityad coditio.

Acceptable space ad comort or guests, relatie

to the umber o bedrooms.

Wi-Fi is recommeded i public areas.


Furishigs, ttigsad dcor o goodquality ad coditio.

Good space adcomort or guests, ado-residets, possiblyicludig separatesittig areas ad achoice o seatig styles.

Wi-Fi to be proidedi public areas(dispesatiosaailable or ruralproperties where oiteret serice exists).

Furishigs, ttigsad dcor o superiorquality ad coditio.

very good space adcomort or guests,

aa hotel quality standards

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