Hotel Ratings
Hotel ratings are often used to classify hotels according to their quality. From the initial purpose of informing travelers on basic facilities that can be expected, the objectives of hotel rating have expanded into a focus on the hotel experience as a whole. Today the terms ‘Grading’, ‘Rating’, and ‘Classification’ are used to generally refer to the same concept, that is to categorize hotels.
There are a wide variety of rating schemes used by different organizations around the world. Many have a system involving stars, with a greater number of stars indicating greater luxury. Food Services, Entertainment, View, Cooking, Cuisines, Technology, Room Variations such as size and additional amenities, Spas and Fitness Centers, ease of access and location may be considered in establishing a standard. Hotels are independently assessed in newly developed ACOHI Systems and rest heavily on the facilities provided. The more common classification systems include “Star” rating, for Hotels, Restaurants, Service Apartments and Motels. Systems using terms such as Deluxe/Luxury, First Class/Superior, Tourist Class/Standard, and Budget Class/Economy along with Star Category are more widely accepted as Hotel types, rather than Hotel Standard.
| Star Rating | Overview of criteria according to ACOHI Star Ratings |
| ★★★★★ | Properties that typify luxury across all areas of operation. Guests will enjoy an extensive range of facilities and comprehensive or highly personalized services. Properties at this level will display excellent design quality and attention to detail. Reflects characteristics of “luxury and sophistication”. Facilities are deemed “world class in every manner” and services are deemed meticulous and “exceeding all guests’ expectations”. |
| ★★★★ | Properties which achieve a deluxe guest experience. A wide range of facilities and superior design qualities are typically complemented by service standards that reflect the varied and discerning needs of the guest. “Up-scale in all areas” and accommodation is “refined and stylish”. Service is deemed responsive, and has an extensive array of facilities. |
| ★★★ | Properties that deliver a broad range of amenities that exceed above-average accommodation needs. Good quality service, design and physical attributes are typically fit for purpose to match guest expectations. Accommodation is deemed “very good”. More spacious public areas and higher quality facilities and a greater variety of services. |
| ★★ | Properties that focus on the needs of price conscious travelers. Services and guest facilities are typically limited to keep room rates affordable and competitive but may be available upon request or fee-based. Appeals to tourists looking for more than basic accommodation. Has expanded facilities and “higher level” of comfort. |
| ★ | Properties that offer budget facilities without compromising cleanliness or guest security. Guests may access fee-based services or facilities upon request. Has limited facilities and services. Appeals to “budget minded” tourists. |
| ☆ | Half-star ratings (not used alone) indicate modest improvements in the quality and condition of guest facilities. |
| Hotelstar | Mandatory criteria | |
|---|---|---|
★ |
Tourist |
|
★S |
Superior Tourist | The Superior flag is provided when the additional service and accommodation provisions are not sufficient for the next Hotelstar. The bathroom facilities are usually at the same level as for two stars hotels but built from cheaper materials. The cost for regular inspection by independent associations is waived as well. |
★★ |
Standard | In addition to the single star (★) hotels:
|
★★S |
Superior Standard | The Superior flag is provided when the additional service and accommodation provisions are not sufficient for the next Hotelstar. The Standard-Superior does usually offer the same service level as three-star hotels but the interiors of the hotel are smaller and cheaper so that the three stars were not to be awarded by the inspection body. A two-star superior does not require mystery guesting. |
★★★ |
Comfort | In addition to the standard star (★★) hotels:
|
★★★S |
Superior Comfort | The Superior flag is provided when the additional service and accommodation provisions are not sufficient for the next Hotelstar. The accommodation facilities for a superior hotel need to be on a modern level and fully renovated which is checked regularly. |
★★★★ |
First Class | In addition to the comfort star (★★★) hotels:
|
★★★★S |
First Class Superior | The Superior flag is provided when the first class hotel has a proven high quality not only in the rooms. The superior hotels provide for additional facilities in the hotel like a sauna or a workout room. The quality is checked regularly by mystery guesting of an external inspection service. |
★★★★★ |
Luxury | In addition to the first class (★★★★) hotels:
|
★★★★★S |
Superior Luxury | The Luxury star hotels need to attain high expectations of an international guest service. The Superior Luxury star is only awarded with a system of intensive guest care. |
- Mostly other ratings are old fashioned and never been upgraded resulting in a poor grading system, whereas the ACOHI Grading system is completely as per the latest need and current scenario made after tremendous research in the subject of Grading giving accurate results.
- Ratings are extensively checked as per the detailed standards & rules set by ACOHI – Board of Governance.
- Latest Guest Comforts, Cooking Methods, Technology, Garbage, Carbon Points, Environment, HR Policies everything is checked while awarding the Star Certification, generally these are the points which are never checked in any grading systems across India & Asia.
- Grading Committees are formed from different Regions & States to avoid any bias marking for the Grading Process.
- Till the last moment even the GCM – Grading Committee Member doesn’t know about the other Committee Member who will be assessing the Hotel/Property keeping utmost secrecy in the grading system.
- Continuous Mystery Check In, Dining and Service Usage are regular parts of Grading System which is lacking in today’s Grading System here in India.
- Even the smallest Technology of Cuisine, Raw Material Procurement & Storage to Engineering everything is checked thoroughly to ensure Grading is perfect.
- The Committee consists of top scholars of Industry from all segments ( Culinary, Cuisine Experts, Kitchen, Research, Operations, Engineering, Housekeeping, Environmentalist, Garden Specialist, Prominent Chefs & VP & General Managers & others ).
ACOHI Grading is for only one year, whereas in earlier Grading systems it was given forever which was resulting in poor service. ACOHI Grading System will keep them on toes every year to make sure they give best service to Guests and stand best amongst their competition to ensure they get best Star Rating in the next year from the ACOHI Grading Committee.
Facilities and Service Required for 5 Star Hotel Classification ( India & Asia )
5 Star Hotels are an important component of the tourism product in the Hotel Industry and they contribute to the overall tourism experience through the standards of facilities and services offered by them.
Below mentioned list of facilities and service provide the required standards of getting a 5 Star or 5 Star Deluxe classification for your hotel.
General Facilities For 5 Star Hotel
• Full-time operation 7 days a week in season.
• Establishment to have all necessary trading licenses active as per the state & national protocols.
• Establishment to have public liability insurance.
• 24 hr. lifts for buildings higher than ground plus two floors.
• Bedrooms, Bathroom, Public areas and kitchen fully serviced daily.
• All floor surfaces are clean and in good shape.
• Floors can be of any surface or materials as per standards.
• Power backup or Diesel Generator – DG sets.
Guest Room Facilities For 5 Star Hotel
• Minimum 10 lettable rooms, all rooms with outside windows / Ventilation.
• Minimum size of bedroom excluding bathroom is 200 sq. ft.
• Air-conditioning should be done on 100% of Rooms.
• A clean change of bed and bath linen daily & between check-in.
• Minimum bed width for a single 90 cm and double 180 cm.
• Mattress minimum 10 cm thickness.
• Minimum bedding 2 sheets, pillow & case, blanket, mattress protector/bed cover.
• Suite room – 2% of room block with a minimum of 1 suite room.
• 5 Star deluxe hotels shall provide a hairdryer facility in the room on a complimentary basis.
• In-Room Safe should be provided in a room.
• Minibar / Fridge – the items kept in the minibar should conform to local laws.
• Drinking water minimum one tumbler per guest with Glass.
• All category hotels provide two sealed bottles of branded bottled water of a minimum 500 ml. per person per day on a complimentary basis.
• Clean and good quality linen should be provided to the guest.
• Wardrobe with a minimum of 4 clothes hangers per bedding.
• Sufficient lighting, 1 per bed
• A 5amp earthed socket power near bedside and USB charger.
• A bedside table and drawer.
• TV – cable or satellite channels if available.
• A writing table or surface with sufficient lighting.
• A wastepaper basket in the room.
• Opaque curtains or screening at all windows.
• A mirror at least half-length (3”).
• A stationary folder containing stationery.
• A ‘do not disturb’ notice.
• A clean my room notice.
• Night spread/bedcover.
• Energy-saving lighting.
• Linen Room or Wardrobe well ventilated.
• Telephone with direct dialling and intercom.
Required Bathroom Facilities For 5 Star Hotel
• All rooms should be with attached bathrooms.
• Minimum size of bathroom in square feet is 45 SQ FT.
• Minimum of 1 Bath Towel and 1 Hand towel to be provided per guest.
• Bath Mat to be provided.
• New guest toiletries to be provided with a minimum of 1 new soap per guest.
• Bottled toiletry products to be provided.
• Clothes hooks in each bath/shower room.
• A sanitary bin with cover to be provided.
• Each western WC toilet has a seat with a lid and toilet paper.
• 5 Star hotels shall provide water sprays or bidets or washlets or other modern water-based post-toilet-paper hygiene facilities.
• Floors and walls have non-porous surfaces.
• Hot and cold running water available 24 hours.
• Shower cabin or shower cubical or Bathtubs with shower curtains.
• Water-saving taps and showers to be installed.
• Energy-saving lighting to be installed in the bathroom.
Public Area Facilities For 5 Star Hotel
• 24X7 Reception facility.
• Valet (Parking) services to be available.
• Availability of Room, F & B and other packages/tariff.
• Heating and cooling to be provided in public areas.
• Lounge or seating area in the lobby.
• Public restrooms for ladies and gents with soap and clean towels.
• Washbasin with running hot and cold water, a mirror, a sanitary bin with a lid in unisex & ladies toilet.
Room And Other Facilities For The Differently Abled Guest
• At least one room for the differently-abled guest
• Bathroom with facilities for the differently-abled guest.
• Ramps with anti-slip floors at the entrance.
• Minimum door width should be one meter to allow wheelchair access.
• Public Restrooms should have facilities for the differently-abled guest.
Food and Beverage Facilities for 5 Star Classification
• One 24 hours Multi-Cuisine Restaurant with Coffee Shop.
• One Specialty Restaurant and 24hours.
• 24 X 7 Room Service or In-Room Dining.
• Bar facilities.
• Crockery & Glassware to be used in all the dining areas.
• Cutlery to be at least stainless steel or preferably EPNS (Electro Plated Nickel Silver).
• Good quality metal cutlery to be used and aluminium cutlery prohibited.
• Plasticware accepted only in the pool area.
Required Kitchen Facilities for 5 Star Classification
• Food grade equipment of highest standards and modules.
• Refrigerator with deep freezer.
• Segregated storage of Meat, fish and vegetables.
• Colour-coded synthetic chopping boards.
• Tiled walls, non-slip floors.
• Head covering for all kitchen and f&b production staff.
• Daily germicidal cleaning of floors.
• Good quality cooking vessels/utensils.
• Use of aluminium vessels prohibited except for bakery
• All food-grade equipment containers to be used.
• Drinking water to be treated with UV + filtration.
• Good Ventilation system to be available.
• Garbage to be segregated – wet and dry.
• Wet garbage area to be air-conditioned.
• Receiving areas and stores to be clean and distinct from the garbage area.
• Every six-month medical check to be done for the F&B & production staff.
• First-aid training for all kitchen staff.
• ACOHI Water Sommelier course to F&B & production team.
• ACOHI Organic Oil Usage Training to production staff.
• Pest control to be done at regular intervals.
Required Staff Qualifications, Skills and staff welfare for 5 Star Classification.
• Staff uniforms for the front of the house.
• English speaking front office staff.
• Percentage of supervisory staff should be 80%.
• Percentage of Skilled staff should be 60%.
• Uniforms to be clean and in good condition.
• In house/outsource tailoring department.
• Have formally qualified Heads of Departments.
• Supervisory or skilled staff may have training or skill certification.
• Degree/diploma from reputed Hospitality Schools or Universities.
• Staff Rest Rooms – Separate for male and female employees with bunk beds, well lighted and ventilated.
• Staff Locker Room – Full-length mirror, hand dryer with liquid soap dispenser.
• Good toilet facilities for males & females.
Guest Facilities for 5 Star Classification.
• Provision of a wheelchair for the differently-abled guest.
• Valet (parking) services to be available.
• Dry- cleaning/laundry.
• Tea / Coffee making facility in the room.
• Iron and Iron Board facility.
• Paid transportation on call.
• Shoe cleaning, shoehorn & slippers.
• Ice (from drinking water) on demand.
• Acceptance of common credit cards and facility/infrastructure for accepting/ making payments by digital transactions.
• Assistance with luggage on request.
• A public telephone on-premises.
• Unit charges made known to the guest.
• Wake-up call service on request (Both Automated and Manual by the Operators.)
• Messages for guests to be recorded and delivered.
• Name Address and telephone numbers of doctors with the front desk (Doctor on Call services)
• Stamps and mailing facilities.
• Newspapers.
• Access to travel desk facilities.
• Left luggage facilities.
• Provision for emergency supplies like medicines, toiletries, first aid kit.
• Health – Fitness facilities.
• SPA and Massage.
• Beauty Salon and Barber’s Shop.
• Florist.
• Utility shop/kiosk.
• Money changing facilities.
• Telephone facility within arm’s reach of the toilet seat.
• Provide at least two multi-purpose sockets.
• A telephone for incoming & outgoing calls in the room.
• PC / Business centre available for guest use with internet access.
• Wireless internet access in the guest room and public areas.
• In-room Internet Connection/Data Port.
• In-room entertainment systems like pay-tv, online streaming etc.
• Email service.
• Fax, photocopy and printing Services.
• Swimming Pool.
• Parking Facilities.
• Conference Facilities.
Safety and Security Facilities for 5 Star Classification.
• Metal detectors (door frame or handheld).
• CCTV at strategic locations.
• X-Ray Machine at the guest entrance for screening of baggage.
• Manual checks may be conducted for staff and suppliers at designated entry points.
• Underbelly, scanners to screen vehicles.
• Verification of guests with Valid ID, Passport, Visa etc. during check-in.
• Staff trained in fire fighting Drill.
• Security arrangements for all hotel entrances.
• Each bedroom door fitted with lock and key, viewport/peephole & internal securing device.
• All hotels should conduct a verification of their staff and suppliers by the Police / private security agencies.
• A safety chain/wishbone latch or viewport/peephole.
• Smoke Detectors.
• Fire and Emergency Procedure notices and exit plans displayed in the room behind the door.
• Fire and emergency alarms should have visual & audible signals.
• First aid kit with over the counter medicines with the front desk.
• Fire Exit signs on guest floors with emergency/backup power.
• Conduct periodic fire drills and maintain manuals for Disaster Management, First Aid and Fire Safety.
• Quarterly Fire and Safety drills as per Law.
Other facilities and requirements.
• Rainwater harvesting.
• Waste management plans.
• Pollution control methods for air, water and light.
• Introduction of non-CFC equipment for refrigeration and air conditioning and other Eco-Friendly measures and initiatives.
• Solar power panels energy usage and generation to save local board electricity.
• STP & STRP