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Hotel AccommodationQuality Standard



Published by VisitEngland1 Palace Street, London SW1E 5HX

Tel: 020 7578 1400Fax: 020 7578 1401Email: [email protected]: www.enjoyengland.com (consumer)

www.visitengland.org (corporate)

VisitEngland is the National Tourist Board for England.

© VisitEngland 2011VE 09/11

The information in this publication is given in good faith and every effort hasbeen made to ensure its accuracy. VisitEngland can accept no responsibilityfor any error or misinterpretation. All liability for loss, disappointment,negligence or other damage caused by reliance on the information containedin this publication is hereby excluded.

VisitEngland wishes to thank the following for providing imagesfor this publication:

Britain On View www.britainonview.co.uk One North East www.onenortheast.co.uk



Message from the Chairmanof VisitEnglandQuality hotel accommodation is a critical element of the visitorexperience for both our leisure and business visitors.VisitEngland’s quality assessment scheme for hotels thereforeplays a vital part in our national strategy and underlines ourcommitment to championing quality in England.

Taking the decision to be assessed annually against our nationalHotel Standard by independent professional assessors willreassure your guests that you are seriously committed to quality. You can promote the star rating you achieve extensively in yourown marketing.

This booklet explains in detail the standards expected at each starrating level, from one through to five star.

Since 2006 England has shared a ‘Common Standard’ for all hotelswith the AA, Scotland, Wales and Northern Ireland. This means thatall hotels in the UK are assessed to the same criteria and awarded

one to five stars. Following extensive consumer research in 2009,the five UK assessment bodies ie VisitEngland, the AA,VisitScotland, Visit Wales and the Northern Ireland Tourist Board,set up a joint working group to agree the key changes to thenational quality assessment scheme for hotels and bring it up-to-date. As you will see in this booklet the Standard now focusesmore on the quality of both the service and hospitality offered withless prescription and less emphasis on facilities.

We look forward to working with you to continually drive forwardthe quality of accommodation offered by our hotel partnersin England.

Penelope, Viscountess CobhamChairman of VisitEngland

Autumn 2011

Welcome to the VisitEngland QualityStandard for hotels



Contents1.0 Quality is the key 5

1.1 How do we measure quality? 6

1.1.1 Gold, Silver and Breakfast awards 8

1.2 VisitEngland’s professional team of assessors 9

1.3 Sustainability and Accessibility 10

1.4 Hotel Standard Summary & Hotel Designators 13

1.5 Key requirements at each rating level 14

2.1 Overall Standards 16

2.1.1 Statutory Obligations 162.1.2 Safety and security 182.1.3 Maintenance 182.1.4 Cleanliness 182.1.5 Physical quality 182.1.6 Hospitality 202.1.7 Services 202.1.8 Opening 202.1.9 Guest access 20

2.2 Services 22

2.2.1 Staff appearance 222.2.2 Reservations, prices and billing 222.2.3 Reception: staff availability for guest arrival and departure 242.2.4 Luggage handling 242.2.5 Other – Reception/Concierge/Housekeeping services 26

2.3 All meals – dining quality and information 28

2.3.1 Dining provision 282.3.2 Restaurant ownership 282.3.3 Tables/table appointment 302.3.4 Meal service: staff 30

2.4 Breakfast 32

2.4.1 Provision 322.4.2 Breakfast times 322.4.3 Pricing 322.4.4 Menu 322.4.5 Range of dishes 342.4.6 Food quality 342.4.7 Style of Service 34

2.5 Other meals 36

2.5.1 Dinner: hours of service 362.5.2 Range of dishes 362.5.3 Menu and pricing 362.5.4 Food quality 382.5.5 Style of service 382.5.6 Wine and wine service 382.5.7 Alcoholic drink services/licences (as applicable under the licensing laws in England) 382.5.8 Lunch service 402.5.9 Light refreshments, snacks and afternoon teas 402.5.10 Room service provision 402.5.11 Room service: service and presentation 422.5.12 Room service: breakfast 42



2.6 Bedrooms 44

2.6.1 Provision 442.6.2 General quality 442.6.3 Housekeeping 462.6.4 Size and spaciousness 46

2.6.5 Suites 462.6.6 Bed size: quality 482.6.7 Bed access 482.6.8 Bedding requirements 482.6.9 Bedding quality 482.6.10 Décor: walls, ceiling and paintwork 482.6.11 Heating and temperature control 502.6.12 Lighting 502.6.13 Windows 502.6.14 Window coverings 502.6.15 Flooring 522.6.16 Furniture, soft furnishings and fittings 522.6.17 Tables 522.6.18 Clothes and luggage storage 522.6.19 Seating 522.6.20 Mirrors 542.6.21 Beverage-making facilities 542.6.22 In-room entertainment 542.6.23 Communication and business services 542.6.24 Telephone charges 562.6.25 Hairdryers 562.6.26 In-room information 562.6.27 Miscellaneous 56

2.7 En suite bathroom and shower rooms and private facilities 58

2.7.1 Provision 582.7.2 General quality (applies to all bathroom and shower room types) 582.7.3 Room size 582.7.4 Water supply 602.7.5 Equipment in en suite and private facilities 602.7.6 Lighting, heating and ventilation 602.7.7 Towels and toiletries 60

2.8 Public areas 62

2.8.1 General quality: all public areas (bars, lounges, reception, restaurants etc.) 622.8.2 Lighting, heating and ventilation 62

2.8.3 Reception areas/lobby 642.8.4 Bars, lounges, sitting areas and restaurants 642.8.5 Other public areas including corridors and staircases 642.8.6 Lifts 662.8.7 Public telephone 662.8.8 Public area WCs 66

2.9 External areas (as applicable) 68

2.9 External areas 68

2.10 Annexes 70

2.10 Annexes 70

Code of Conduct and Conditions for Participation 72



Our commitment to youOur professional assessors will work with you inorder to maximise the potential of your business.As a member of the VisitEngland star ratingscheme you will receive an annual, overnightmystery assessment visit. This visit will look at allaspects of your customer facing business from theinitial booking to check out. Each visit will befollowed by a full verbal debrief and a detailedwritten management report. Both these tools aredesigned to help you to improve your business.

Quality across the star ratingsWhen a customer selects a hotel there will be anexpectation of quality commensurate with the offermade by the hotel, in their advertising material,and the star rating. Our assessors will grade qualityto five levels based on these general expectations.The assessors will not be making judgementsabout any aspect of your business based on styleor personal taste.

In advance of their visit our assessors will reviewyour property’s website, as would a typicalpotential guest.

Service & HospitalityA smile, a warm and genuine welcome and awillingness to please and serve customers is acommon requirement and achievable across allstar ratings.

A small hotel might be able to provide excellenthospitality and friendly, efficient service with avery small number of staff. Larger hotels willrequire a team of well-trained staff and thispresents a different challenge. At the four starlevel it is expected that staff will be highly trainedand skilled, anticipating the needs of their guestsand providing an efficient service in all areas. Fivestar hotels in England should be offering a level of service excellence that would be universallyrecognised as five star by visitors from around theworld.

Quality is the key

VisitEngland understands that quality is the key to success within the modern hospitalityindustry. In order for the English hotel industry to be successful both nationally and

internationally it is important that quality standards are set high and continue to improve.

Hints & TipsBe objective and self-critical when thinking aboutquality:

G Do not over promise: Do not be tempted to claimyou offer luxury on your website unless the facilitiesyou are selling are truly luxurious. Customers travelwith expectations. It is better to exceed theseexpectations rather than not to live up to them.

G Be a customer at your own business: Take time touse your own website, sleep in your own bedroomsand eat in your own restaurant in order toexperience what you are offering your guests.

G No need to follow the crowd: Don’t be afraid tohave your own style and local suppliers. Forexample, locally sourced toiletries can be of equalquality to national brands.

G First impressions: Remember that arriving at ahotel for the first time involves a series of firstimpressions. Paying attention to the following critical areas will pay dividends:G The clean and tidy parking areasG The well tended grounds & gardensG The welcoming smileG The fresh flowersG The final polish in the bedrooms and bathrooms

with care taken over the presentation of bedding,towels and toiletries

Bedrooms & BathroomsWhatever the style or concept of the bedrooms andbathrooms, both quality and comfort is what guestsand our assessors will be looking for, specifically:G The quality and comfort of the bedG The quality of the bed linenG The controllability and usability of the lighting

and heating systemsG The quality of bathroom fittings, of towels and

toiletries

CleanlinessCleanliness is of paramount importance to allcustomers at all star levels. It is expected that allhotels will be clean in both front and back of house.

1.0



During your overnight assessment visit, yourassessor will make quality judgements across allareas of your customer facing business. When thescores are totalled you will have an overallpercentage score that will place you within one of the five different star rating bands. However, in orderto confirm a particular star rating, the scoresawarded within each of the six key areas also needto fall within that band or higher. In this way we, andyou, can be confident that the hotel is offering aconsistent level of service at the star rating awarded.

Quality

AssessmentReport

Howdowemeasurequality?

ScoreCleanlinessDining area 4Public areas 4Bathrooms 5 Other public areas 4Bedrooms 4

84% High 4 star qualityBedroomsDecoration 3Furniture, fittings & furnishings 3Flooring 4Beds & Bedding 4Lighting, heating & ventilation 5 Bedroom accessories 4Space, comfort & ease of use 4

77% Safe 4 star qualityBathroomsDecoration 4Fixtures and fittings 4Flooring 4Lighting, heating & ventilation 4Towels & toiletries 4Space, comfort & ease of use 3

77% Safe 4 star qualityService & EfficiencyBooking service

3 Arrival service 3Lounge service 3Bar service 3Other services (leisure etc) 4Departure service 3Room service 3Restaurant service 4Restaurant wine and drinks service 4Breakfast service 4

68% High 3 star qualityFood QualityDinner choice & presentation 4Dinner quality 4Room service 3Breakfast choice & presentation 3Breakfast quality 4

72% Borderline 4 star quality

These key areas are:G CleanlinessG

BedroomsG BathroomsG Service & EfficiencyG Food QualityG Hospitality & Friendliness

Assessors are trained to award scores againstnational benchmarks in an objective andconsistent manner.

The hotel meets thepercentage scores requiredfor cleanliness , bedroomsand bathrooms .

The hotel fails to meet thepercentage score requiredfor service & efficiency.

The hotel meets thepercentage score requiredfor foodquality . However,the score awarded is belowaverage for a 4 star hotel andis classed as borderline.

1.1



Assessment exampleIn the example shown, Hotel X provides all of theservices and facilities required of a four star hoteland is seeking a four star rating.In order to be awarded a four star rating the hotelneeds to meet the overall percentage required(of at least 70%) as well as the percentagesrequired in each of the key sections (cleanliness,bedrooms, bathrooms, service & efficiency,hospitality & friendliness, and food quality).The hotel meets the overall percentage scorerequired for four star (with 74%) and achieves fourstar for cleanliness, bedrooms and bathrooms.

Note: This report is an exampleat the time of going to print.

Marks and scoring thresholdsmay be subject to changein future.

However the hotel fails to meet the scores requiredfor service & efficiency and also for hospitality& friendliness (both scoring high three star).

Although the hotel meets the four star score forfood quality, this score is borderline.The outcome is that a three star rating is awardedbut with future potential for a four star rating.Advice is provided as to how to improve thepercentage scores in these two key areas as well asthe food quality in order to meet a four star rating atthe next assessment visit.

The hotel fails to meet thepercentage scores requiredhospitality & friendliness .

ScoreHospitality & FriendlinessBooking service 3

Arrival service 3Lounge service 3Bar service 3Other services (leisure etc) 4Departure service 3Room service 4Restaurant service 4Breakfast service 4

69% High 3 star qualityDining Room & RestaurantDecoration 4Furniture, fittings & furnishings 4Flooring 3Lighting, heating & ventilation 4Table appointment 4Space, comfort & ease of use 3

73%Exterior Building appearance 4Grounds, gardens & frontage 4Car parking 5 Leisure 4

85 %All Public AreasDecoration 4Furniture, fittings & furnishings 4Flooring 4Lighting, heating & ventilation 4Space, comfort & ease of use 4Stairs, corridors, hallways & public WCs 2

73%

Overall Score 74% outcome is a 3 star ratingCleanliness 84% High 4 star qualityBedrooms 77% Safe 4 star qualityBathrooms 77% Safe 4 star qualityService & Efficiency 68% High 3 star qualityFood Quality 72% Borderline 4 star qualityHospitality & Friendliness 69% High 3 star quality



Awards are confirmed with the written assessmentreport but Gold awards require confirmation by theQuality Assessment Area Manager and mayinvolve a second ‘mystery visit’. The assessmentreport will show the scores in all areas, so hotelscan check how close they are to achieving anaward and can ask the assessor’s advice about thekey improvements required to aim for a Silver orGold award.A Gold or Silver award gives hotels a significantmarketing advantage – they can feature the awardlogo on their website as well as display theiraward certificate at their property.

8

VisitEngland’s unique Gold and Silver awards aregiven in recognition of exceptional quality within ahotel's star rating. These awards help customersfind those special places where the hotelier andteam go the extra mile, whatever the size, style orstar rating of the hotel. Hotels must demonstrateconsistent levels of high quality in the six key areasidentified by consumers as very important:

G CleanlinessG BedroomsG BathroomsG Service & EfficiencyG Food QualityG Hospitality & Friendliness

Eligibility for an award is triggered by the hotel’soverall score meeting a minimum level plus aminimum score in each of the critical areas listedabove (see separate sheet showing thepercentages required).

Gold, Silver and Breakfast Awards

VisitEngland’s Breakfast Award –sponsored by Kellogg’sHotels achieving exceptionally high scores for thequality of their breakfast will qualify for the

VisitEngland Breakfast award.As part of the annual assessment the assessor willscore the breakfast served based on the followingcriteria:G Choice and range of dishes offeredG Presentation and culinary skillsG Quality of ingredients/produceG Breakfast service/hospitalityThe assessor will confirm during the assessmentde-brief if you have achieved the award.The Breakfast award logo can then be used in yourown marketing.

1.1.1



All of our assessors are hospitality professionalsand each has a proven background in the industry.The experience that they offer to you may includethe management of country house, family-run orcorporate hotels and many have a particularexpertise in the food and beverage sector. Moreimportantly, our assessors now spend theirworking lives as professional guests. Theyexperience best practice in all areas and are able topass that knowledge on to you for the benefit of your business. They are your eyes and ears for theduration of their visit. They will assess the qualityof your business honestly, but always with theobjective of helping you to improve your operation.Make use of your assessor.

Hints & TipsAre some or all of your bedrooms or bathroomson the small side?Don’t despair, maximise their potential:G Space is an important factor when assessing

quality, but a well-designed smaller room cancompensate in many respects.

G Don’t think of these rooms as ‘last lets’; decorate,furnish and equip them to the highest standardthat you can.

G Think ergonomically; have you maximised theusability of the available space?

G Design your room so that there is good ease of useto all areas such as the bed, curtains/blinds,thermostats etc.

G Have enough clothes storage, but not too much.Look at space saving ideas in this area or ask yourassessor for guidance.

G Use the room yourself. Ask yourself: can I plug in allof my electronic devices? Is the hospitality trayusable? Are mirrors accessible and usable inconjunction with a hairdryer?

G In this way you can maximise the quality potentialof your business and your star rating.

Hints & TipsG Do not be afraid to innovate: This standards book is

a flexible guide to the minimum services required ateach level.

G The hospitality industry is dynamic in the way itprovides services to its customers. If yourcustomers would benefit from, or appreciate a newway of doing things do not dismiss the ideabecause it is not included in this standards book.

G Traditional check-in or electronic check-in? Either iscapable of enhancing or diminishing the overallquality of the visitor experience, depending on howit is operated and handled.

G We are sure that you have many ideas for future

delivery of service. Talk to your assessor. We areflexible and willing to accommodate new ideaswherever possible.

Hints & TipsG How to get the most out of your assessor:G Ask questions, lots of questions!G At the morning debrief include as many staff as

possible. Remember, praise or constructive criticismfrom the assessor might help to inspire and motivate

staff.G Stay in touch. Assessors are happy to answer your

questions in between assessment visits. You mightlike to arrange an interim assessment visit in orderto measure improvements made to your business,especially if you are aiming for a higher star rating or a Silver or Gold award.

VisitEngland’s professionalteam of assessors

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Sustainability: Doing BusinessEven Better Green tourism and sustainability practices in yourbusiness are one and the same thing; it's all abouttaking small steps that enable you to do businesseven better, not differently. Small changes will not onlysave money, improve employee relations, enhanceprofitability and provide a richer experience forcustomers but over time you will also improve yourbusiness's impact on the local economy, communityand environment. ‘Going Green’ does not have to be a

chore and is just as applicable to properties in a citycentre as in a rural location.

VisitEngland Can HelpVisitEngland is committed to promoting the adoptionof sustainable practices among all tourism businesses.It is our aim to ensure that a sustainable approach iscomplimentary to improving the overall visitorexperience in England. Your help is needed in thisaspiration. For further information on how to enhanceyour business to be more sustainable, please visitwww.better-tourism.org for tools to help “green”your business. Or visit www.visitengland.com/

green for further information and case studies on thebenefits of adopting sustainable practices.

Sustainable Tourism CertificationIf your business is already a successful sustainablebusiness and you wish to demonstrate this to new orexisting consumers, you may wish to join one of thecertification schemes that exist in England. Theseschemes are not operated by VisitEngland but byindependent organisations which have been verifiedto ensure they are offering a rigorous and well-founded sustainable accreditation scheme that willallow you to confidently promote your greencredentials. Visit www.visitengland.com/greenfor more information.Throughout this standards booklet, suggestions areincluded on how you can improve the sustainableperformance of your business. These are notcompulsory but are recommended if you wish tomake a positive impact on your business and alsosave money.

Sustainabilityand Accessibility

Improving your Accessibility – A Lucrative MarketMany people have access needs including disabledpeople such as those with hearing and visualimpairments, wheelchair users, older and less mobilepeople and people with pushchairs. The accessibletourism market is worth over £2bn to tourismbusinesses in England and is growing due to anageing population.By making some small adjustments to your facilities,providing information on your accessibility and

understanding the needs of disabled people, yourbusiness will appeal to a wider range of visitors andattract more business. Demand for accessibleaccommodation outstrips the current supply. Find outhow other tourism businesses are benefiting from thisloyal market at www.visitengland.org/access .

Legal ObligationsTourism businesses have obligations under TheEquality Act 2010, which replaced the DisabilityDiscrimination Acts 1995 and 2005 (DDA) on 1 October2010. Tourism providers should treat everyoneaccessing their goods, facilities or services fairly,regardless of their gender, race, sexual orientation,disability, gender reassignment, religion or belief, andguard against making assumptions about thecharacteristics of individuals.The Equality Act 2010 requires that service providersmust think ahead and take steps to address barriersthat impede disabled people. Providers should notwait until a disabled person experiences difficultiesusing a service, as this may make it too late to makethe necessary adjustment.Make ‘reasonable’ changes to the way things are done – such as changing practices, policies or procedureswhere disabled people would be at a ‘substantialdisadvantage’ e.g. amend a ‘no dogs’ policy.Make ‘reasonable’ changes to the built environment –such as making changes to the structure of a buildingto improve access e.g. altering or removing a physicalfeature.Provide auxiliary aids and services – such as providinginformation in an accessible format, an induction loopfor customers with hearing aids.A service provider cannot legally justify failing toprovide a reasonable adjustment. The only question iswhether the adjustment is a ‘reasonable’ one to make.What is ‘reasonable’ will depend on a number of circumstances, including the cost of an adjustment,potential benefit it may bring to other customers, theresources an organisation has and how practical thechanges are.

Sustainability Accessibility

1.3



We Can HelpIt is important to provide information on theaccessibility of your facilities and services. This can beachieved by producing an Access Statement, which isa requirement for all scheme members.VisitEngland provides a number of tools and resourcesto help you accommodate people with access needssuch as an Online Access Statement Tool. Go towww.visitengland.org/accessstatementsAccessibility good practice is included throughout thisstandards booklet to help you consider and improveyour accessibility. More detailed guidance andaccessibility ratings are provided by the NationalAccessible Scheme (NAS) www.visitengland.org/nas



Quality assessed serviced accommodation in the UK isbroadly divided into three categories:Hotels: formal accommodation with full service.Guest Accommodation (e.g. B&B’s, Inns etc): informalaccommodation with limited service.Budget Hotel (e.g. roadside, budget lodge style):uniform accommodation, usually with limited service.Any establishment operating with the word ‘hotel’ aspart of their business name will be assessed using thehotel requirements listed in this booklet.

Hotel DesignatorsHotelServiced accommodation providing hotel services witha minimum of 5 bedrooms.

Country House HotelHotel with ample grounds or gardens, in a rural or semi-rural situation with an emphasis on peace and quiet.

Small HotelSmaller hotel with a maximum of 20 bedrooms. Likelyto be personally run by the proprietor. May not provideall services expected at the star rating. Dispensationsmight be available.

Town House Hotel (3 – 5 star rating)High quality town/city centre properties of individualand distinctive style with a maximum of 50 bedrooms.High staff-to-guest ratio. Public areas may be limited.Possibly no dinner served but room service availableinstead. Where a dining room is not available, roomservice breakfast is acceptable.

Metro HotelA town/city hotel providing full hotel services with theexception of dinner. Within easy walking distance of arange of places to eat.

Hotel Standard Summary& Hotel Designators

1.4

Determining the star rating A hotel will need to satisfy three elements to reach a

particular star rating:G All relevant requirements must be met.G The overall percentage score for quality must reach

the appropriate band (see quality bands on page 14).G The relevant standard of quality in the six critical

areas as highlighted below.G There are nine key areas of assessment.

The six most critical areas are:G CleanlinessG BedroomsG Bathrooms

G Service & EfficiencyG Food QualityG Hospitality & Friendliness

The star rating level across all of these six areas mustbe met in order to achieve a particular star rating.The remaining three areas are: exterior, public areas,dining room/restaurants. Where additional facilitiesare provided e.g. spa, these will also be assessed.

DispensationsDispensations for certain individual requirementswithin these VisitEngland Quality Standards maybe given as long as all the remaining requirements andquality levels for that rating are met or exceeded. Thisflexibility will be considered on a case-by-case basis.

Any exceptions will need a proportional increase inquality in other areas to compensate for the areawhere an exception is sought.

NoteBudget hotel – this is a scheme designed for national group hotels. Different criteria apply sincethis type of hotel is not awarded a star rating.



(In addition to the requirements forOne Star)

G All areas of operation should meet theTwo Star level of quality forcleanliness, maintenance andhospitality, and for the quality of physical facilities and delivery of services.

G A minimum of five letting bedrooms.G 100% of bedrooms with en suite or

private facilities.G Resident guests, once registered, have

access to the hotel at all times.Proprietor and/or staff on site all dayand as a minimum on call to residentguests at night.

G A dining room/restaurant or similareating area serving a cooked or

continental breakfast seven daysa week.G A dining room/restaurant or similar

eating area serving evening meals atleast five days a week (but hotels thatdo not offer dinner and are locatedwithin easy walking distance of a choiceof places to eat dinner, can also berated under the hotel scheme as aMetro or Town House hotel, as long asthis is made clear to all prospectiveguests in all marketing and all otherhotel requirements are met).

G A bar or sitting area with aLiquor Licence.

G Hotel generally open seven days aweek during its operating seasonproviding, on every day open, the levelof service and facilities appropriate toits star rating.

G Proprietor and/or staff available duringthe day and evening to receive guestsand provide information/services suchas hot drinks and light refreshments.

G A clearly designated reception facility.

G Meeting all the current statutoryobligations and providing PublicLiability insurance cover.

1.5

Keyrequirementsateachrating level

1 Star #

30-46%

2 Star ##

47-54%One Star 30 – 46%

Two Star 47 – 54%

Three Star 55 – 69%

Four Star 70 – 84%

Five Star 85 – 100%

Overall

Quality bands



(In addition to the requirements forFour Star)

G Excellent staffing levels with well-structured and dedicated teams withdepth in management levels.

G Exceptional levels of proactive serviceand customer care.

G All areas of operation should meet theFive Star level of quality forcleanliness, maintenance, hospitality,

and for the quality of physicalfacilities and delivery of services.G Hotel open seven days a week

all year.G Enhanced services offered e.g. valet

parking, escort to bedrooms,proactive table service in bars andlounges and at breakfast, ‘concierge’service, 24-hour reception, 24-hourroom service, full afternoon tea.

G At least one restaurant, open toresidents and non-residents for allmeals seven days a week.

G Minimum 80% bedrooms with ensuite bathroom with WC, bath andthermostatically controlled shower.20% may be shower only.

G A choice of environments in publicareas of sufficient relevant size toprovide generous personal space.

G Additional facilities e.g. secondarydining, leisure, business centre,spa, etc.

G At least one permanent luxury suiteavailable (comprising three separaterooms – bedroom, lounge andbathroom).

(In addition to the requirements forThree Star)

G Expectation is for higher quality of service levels in all departments andin general higher staffing levels; aswell as a serious approach and clearfocus to the food and beverageoffering.

G All areas of operation should meetthe Four Star level of quality forcleanliness, maintenance andhospitality, and for the quality of physical facilities and deliveryof services.

G Once registered, residents shouldhave 24 hour access, facilitated byon-duty staff.

G 24 hour room service, includingcooked breakfast and full dinnerduring restaurant opening hours

G Enhanced services offered, e.g.afternoon tea, offer of luggageassistance, meals at lunchtime, tableservice on request at breakfast.

G At least one restaurant, open toresidents and non-residents, forbreakfast and dinner seven days aweek. Hotels without restaurants,located within easy walking distanceof a range of places to eat, arerequired to serve as a minimumsnacks/light refreshments in publicareas/bedrooms, at least in corehours of between 7 am to 11 pm.

G All bedrooms with en suite bathroomsand all with WC and thermostaticallycontrolled showers.

G Wi-Fi or internet connection providedin bedrooms.

(In addition to the requirements forTwo Star)

G All areas of operation should meetthe Three Star level of quality forcleanliness, maintenance andhospitality, and for the quality of physical facilities and deliveryof services.

G Once registered, residents haveaccess at all times during the day andevening (e.g. from 7 am until 11 pm)without use of a key.

G Access available outside these times.G Dinner served a minimum of six

evenings a week with bar snack orequivalent available on seventhevening (unless hotel does not have arestaurant – i.e. metro or town househotel, located close to choice of places to eat).

G Room service as a minimum of hotand cold drinks and light snacks (e.g.sandwiches) during daytime andevening. Option to provide on requestonly, without need for full menupromoted in bedroom. Guests shouldbe made aware of this serviceprovision via room information andmade aware of prices before ordering.

G All bedrooms with en suitebathrooms.

G Internal or direct dial telephonesystem required (minimum is abilityto phone from bedroom to receptionand vice versa).

G

Wi-Fi available in public areas.

3 Star ###

55-69%

4 Star ####

70-84%

5 Star #####

85-100%



Minimum Entry Requirements (1 Star # )G Public Liability Insurance: while not a statutory requirement, it is a requirement for participation

in this scheme. Proprietors may be asked to provide evidence that Public Liability insurancecover is being maintained and that the requirements below are being fulfilled.

G Comply with all relevant statutory requirements including:G Fire Risk Assessment: to comply with the Regulatory Reform (Fire Safety) Order 2005; supply

evidence that a Fire Risk Assessment has been carried out annually, for guidance refer to:www.visitengland.org/fire .

G Food Safety/Hygiene: register with the local Environmental Health department.

G Guest Register: provide a register of all guests; record passport number of all overseas guests.G Health & Safety: operate safely with due regard to health and safety legislation and with

evidence of consideration for the safety of guests and security of guests’ property; supply clearinformation on how to contact proprietor/manager in case of emergency. Supply multi-lingualinstructions or diagram for fire evacuation procedure.

G Planning: comply with all local planning regulations.G Licensing: comply with all local licensing regulations.G Hotel Proprietors Act: comply with this Act.G Data Protection Act: comply with this Act.G Prices & Payment: make clear to guests exactly what is included in all prices quoted for

accommodation including taxes and any other surcharges; adhere to and not exceed prices

quoted at the time of booking.G Cancellation Policy: communicate clearly the cancellation policy to guests at the time of

booking i.e. by telephone, fax or email.G Consumer Protection from Unfair Trading Regulations 2008: comply with these Regulations by

describing accurately in any advertisement, brochure, or other printed or electronic media, thefacilities and services provided.

G Advise visitors at the time of booking and subsequently, of any change, if the accommodationoffered is in an unconnected annexe or similar, and indicate the location of suchaccommodation and any difference in comfort and/or amenities from accommodation in themain property.

G Equality Act 2010 (replaces the Disability Discrimination Act 1995): Comply with this Act.Welcome all guests courteously and without discrimination in relation to gender, sexual

orientation, disability, race, religion or belief. Make ‘reasonable’ adjustments to improveservice for disabled customers. Produce an Access Statement – a description of facilities andservices offered, specifically in relation to accessibility, to inform people with access needs; forguidance and free tool refer to: www.visitengland.org/accessstatements .

G Provide guests with clean, hygienic, safe and well-maintained accommodation at all times.

2.1.1StatutoryObligations

Overall Standards

2.1



Minimum Entry Requirements (1 Star # )G Proprietor and/or staff to be on site or on call to resident guests 24 hours a day.G Printed instructions, provided in the bedrooms, for summoning assistance during an

emergency at night. If the proprietor lives away from the hotel, it is expected that a member of management or staff sleep on site and that their night-time contact details are clearlyadvertised in every bedroom.

G A high degree of general safety and security, including information on evacuation procedures inthe event of an emergency, to be advertised in every bedroom. Multi-lingual emergency

procedure notices or use of symbols/diagrams clearly displayed in every bedroom.G Adequate measures for the security of guests and their property.

2.1.2Safety andsecurity

Minimum Entry Requirements (1 Star # )G Buildings, their fixtures, furnishings, fittings and exterior and interior décor maintained in a

sound, clean condition and fit for the purpose intended.G All electrical and gas equipment in good working order and regularly serviced to ensure guests’

safety.G Monitoring procedure in place for reporting of broken/damaged items in guests’ bedrooms.

2.1.3Maintenance

Minimum Entry Requirements (1 Star # )G Hotels providing accommodation of acceptable quality and comfort.2.1.5

Physicalquality

Minimum Entry Requirements (1 Star # )G As the cleanliness of hotels at every star rating is of paramount importance to the consumer,

consistent standards of cleanliness are essential at every hotel. Particular attention should begiven to bathrooms, shower rooms and toilets especially items involving direct contact withguests, including:

G Bedding, linen and towels.G Baths, showers, washbasins and WCs.G Flooring and seating.G Crockery, cutlery and glassware.G All bathrooms and shower rooms cleaned daily and checked to ensure appropriate standards

of cleanliness.G Bathrooms and shower rooms clean and fresh smelling. Particular attention paid to WCs,

plugholes, shower curtains, mirrors and extractor fans.

2.1.4Cleanliness



2 Star ##G As One Star

3 Star ###G Proprietor and/or staff to

be on duty from 7 am to 11pm, and on site 24 hours.

4 Star ####G Proprietor and/or staff to

be on duty 24 hours a day.

5 Star #####G As Four Star

2 .1 .2


3 Star ###G As One Star

4 Star ####G Buildings, their fixtures,

furnishings, fittings andexterior and interior décor

maintained in a superiorcondition.

5 Star #####G Buildings, their fixtures,

furnishings, fittings andexterior and interior décor

maintained in an excellent,immaculate condition.

2 .1 . 3

2 Star ##G Hotels providing

accommodation of quitegood quality and comfort.

3 Star ###G Hotels providing good

quality, comfortable andmore spaciousaccommodation.

4 Star ####G Hotels setting high

standards for thehospitality industry.

G All aspects of the hoteloffering a very good level of quality, spaciousness andcomfort.

5 Star #####G Hotels setting the highest

international standards forthe hospitality industry.

G All aspects of the hoteloffering an excellent levelof quality, spaciousnessand comfort, providing anoverall luxurious standard.

2 .1 . 5



4 Star ####G As One Star

5 Star #####G Exceptional standards of

housekeeping.

2 .1 . 4

AccessibilityEnsure the fire evacuation strategy details emergency exit procedures for disabled people. Remember guests withhearing impairment may not hear knocking at the door. Record room location and any specific requirements and pass tostaff at change of shift.

SustainabilityConsider using using low impact and chlorine-free cleaning products, such as microfibre cloths that reduce the amount of cleaning liquid required.

Good Practice

Good Practice



Minimum Entry Requirements (1 Star # )G Guests will be greeted and acknowledged in a friendly, efficient and courteous manner

throughout their stay.2.1.6Hospitality

Minimum Entry Requirements (1 Star # )G Hotel generally open seven days a week during its operating season providing, on every day

open, a consistent level of service and facilities appropriate to its star rating.2.1.8Opening

Minimum Entry Requirements (1 Star # )G Once registered, resident guests have access to the hotel at all times. Proprietor and/or staff to

be on site or on call to resident guests 24 hours a day.G It is acceptable for a front door key or security code to be issued.

2.1.9Guest access

AccessibilityG Ensure staff ask if the guest has any accessibility needs.G

Welcome assistance dogs (legal obligation). Many disabled people rely onassistance dogs to provide independence. See the dog as being part of the person.

Minimum Entry Requirements (1 Star # )G A relatively straightforward range of services offered – often provided by the proprietor and

family/staff.G All enquiries, requests and reservations, correspondence and complaints from visitors dealt

with promptly and politely.G Service and efficiency skills of a competent standard.

2.1.7Services

AccessibilityG Specific training is available for staff on how to welcome all types of guests e.g. Welcome

All and WorldHost Customers with Disabilities.G Consider learning to communicate in basic British Sign Language (BSL).

SustainabilityG Include public transport options material in promotional and booking information.G Ensure all staff are fully briefed and updated on the hotel’s sustainable tourism policy,

particularly reception, concierge and dining room staff.

Good Practice

Good Practice

Good Practice





4 Star ####G Proactive interaction and

anticipation of guests’needs.

5 Star #####G Excellent levels of

hospitality and customercare offering apersonalized approach toevery individual guest.

2 .1 . 6




5 Star #####G Open seven days a week

all year, providing aconsistent level of serviceand facilities.

2 .1 . 8


3 Star ###G Once registered, residents

must have access at alltimes during the day andevening without needing touse a key. Best practicesuggests between 7 amand 11 pm.

G There must be accessavailable outside thesetimes possibly using a doorkey or security code.

4 Star ####G 24 hour access, facilitated

by on-duty staff.

5 Star #####G Both prior to and after

registration, guests shouldhave access without having to ring a bell. During thenight a bell is acceptable.

2 .1 . 9


3 Star ###G Good guest service with

appropriate staffing levelsto provide a prompt andefficient service withoutdetriment to other serviceareas at the same time.

Good social skills andanticipation of individualguests’ needs evident indealings with all guests.

G All staff demonstrate apositive attitude and awillingness to help.

G Service, efficiency andtechnical skills of a goodstandard.

4 Star ####G Very good guest service,

giving guests theimpression of being wellcared for by trained,professional and attentivestaff.

G Very good social skills andanticipation of individualguests’ needs evident indealings with all guests.

G Service, efficiency andtechnical skills of a verygood standard and withoutdetriment to other serviceareas at any time.

5 Star #####G Flawless and unobtrusive

guest service, giving guests the impression of being very well cared for byhighly trained,professional, proactive and

well managed staff.G Excellent social skills and

anticipation of individualguests’ needs evident indealings with all guests.

G Service and efficiency of anexcellent standard withoutdetriment to other serviceareas at any time.Delivered by a structuredteam of staff with amanagement andsupervisory hierarchy.

G Some multi-lingual staff inhotels with aninternational market.

2 .1 . 7



Minimum Entry Requirements (1 Star # )G Staff tidily dressed and well groomed.G Staff clothing fresh and well ironed.G Particular attention given to personal hygiene.G The style of hotel may dictate how staff dress – from formal uniforms to informal and casual

outfits.

2.2.1Staff appearance

Minimum Entry Requirements (1 Star # )There should be an easy and efficient booking service that includes the following:G Prospective visitors told clearly what is included in the prices quoted for accommodation,

meals and refreshments, including service charges, taxes and other surcharges.G Other information which may impact on the guests’ stay e.g. smoking policy, refurbishment

work in progress, planned functions/events etc. provided. Where house policy dictates thatcertain facilities need to be pre-booked e.g. spa treatments, dinner etc., these should also bementioned at the time of booking.

G Advance warning if the restaurant is to be closed or likely to become fully booked.G Full details of the hotel’s cancellation policy. This especially includes information about

charging credit cards for cancellation or changes to the booking.G Information about deposits if required, including details of how the deposit is taken and

whether or not it is refundable on cancellation.G Clear explanation of charges for additional services or available facilities including

cancellation terms.G Information about any unacceptable types of payment, e.g. credit cards,

travellers’ cheques etc.G Information and full details about any fees charged for the acceptance of credit cards.G Bookings may be confirmed in writing by email/letter, verbally by phone or via text message.Communication with prospective guests, whether verbal or written, should be prompt, efficient,professional and helpful. A good first impression is critical at all levels. Therefore:G The price agreed at the time of booking must not be exceeded.G All agreed prices must include service charges, taxes and other surcharges where applicable.G Every endeavour should be made to advise guests in advance about the hotel location and any

car parking restrictions.

2.2.2Reservations,prices andbilling

Services

2.2

continued on p24




3 Star ###G Staff smartly attired.G Staff dressed in such a way

that guests can easilydistinguish between staff and guests.

4 Star ####G As Three Star

5 Star #####G Staff impeccably presented

and in a uniform way.

2 .2 .1


3 Star ###G Ability to make a prompt

and effective reservationduring the day and evening.

G Guests should be able tocharge all account servicesto one main account, andpay on departure.

G Guest accounts to beupdated on an ongoingbasis to minimize the delay

at check-out.G Confirmation provided by

email/fax/text or letter onrequest from hotel (notonly from third partybooking site).

4 Star ####G Ability to make a prompt

and effective reservationduring the day and upto 11 pm.

G Confirmation provided byemail/fax/text or letterfrom hotel (not only fromthird party booking site).

5 Star #####G Ability to make a prompt

and effective reservation 24hours a day. Every bookingconfirmed by letter, fax,email or text message.

G The account well explainedand well presented,perhaps in an envelope orfolder.

2 .2 .2



G Visitors advised when they are booking, and subsequently in the case of any change, if theaccommodation offered is in an unconnected annexe or has separate external access.

G Unless notified in writing in advance, price confirmation is to be at least indicated on a key cardor similar.

G Prospective guests should be left confident that their booking was recorded accurately. As aminimum, name, address and/or contact telephone number recorded at the time of booking.

G All bookings handled in a friendly and courteous manner, even when there is no dedicatedreservations department.

G Provide each guest with printed or clearly written details of payment due and a receipt onrequest.

G Presentation of accounts ensuring that purchases are clearly detailed.G Particular attention should be paid to accuracy.G The VAT element of the account (where applicable) should be clearly identified.

2.2.2Reservations,prices andbilling (continued from p22)

Minimum Entry Requirements (1 Star # )G As reception is likely to be the guest’s first and last point of contact with a hotel, special

attention should be given to providing a good standard of customer care.

G Direct guest contact given priority over other reception duties. Proprietor or staff available toreceive guests and provide information/services from just before breakfast to late evening atapproximately 10 pm.

G Receptionist’s attention possibly summoned by a bell or telephone.G Guests clearly directed to their room and given a brief explanation of location of hotel facilities.G The issuing of a bedroom key to guests and the charging of items to account always done

discreetly to ensure guest’s security.G In the interests of safety, guests to be escorted to bedrooms if requested.G Guests informed of meal times, bar opening times etc.

2.2.3Reception:staff availabilityfor guest arrivaland departure

Minimum Entry Requirements (1 Star # )G Assistance with luggage available on request throughout the day and evening.2.2.4

Luggagehandling

AccessibilityG Ensure guests identifying themselves as being disabled e.g. visual impairment are

offered a familiarisation tour.

Good Practice



AccessibilityG Offer your guests a choice of how to contact you e.g. telephone, fax, letter, email and find out about Text Relay used by

people with a hearing impairment at www.textrelay.org G Always ask if the enquirer or any of the guests in the party have any specific access requirements.G Promote your Access Statement.


3 Star ###G Reception service provided

from just before breakfast

until late evening. Bestpractice suggests 7 amto 11 pm.

G Receptionist on duty duringbusy check-in/out timeswhen it is essential toprovide full cover.

G However, at other times,possibly summoned by bellor telephone for minimaldelay.

G Additional receptionservices such as expresscheck-out, 24 hour check-in/out, provided in hotelswhere the need exists, e.g.in hotels in city centres andhotels by airports.

4 Star ####G Reception staffed at all

times between 7 am and 11

pm. Staffing levelssufficient to ensure aminimal delay.

G A member of staff –possibly the night porter –available and able toperform reception dutiesbetween 11 pm and 7 am.

5 Star #####G 24 hour reception with

sufficient highly skilled

staff to ensure no delay forguests.G Arriving guests greeted

without delay outside thehotel entrance.

G Valet parking offered. Aseamless transition onarrival from outside thehotel entrance to thereception area.

G All guests offered an escortto the bedroom by amember of staff withexcellent skills.

G Guests informed of important hotel andbedroom facilities by theescort.

2 .2 . 3

2 Star ##G Secure short-term luggage

storage.

3 Star ###G As Two Star

4 Star ####G Assistance with luggage

readily available.

5 Star #####G Hotel staff taking control of

luggage from guest’s arrival

outside to prompt deliveryin bedroom. The samequality of service repeatedon departure.

G Secure short-term luggagestorage with receiptprovided.

2 .2 . 4

2 .2 .2 ( c on t i n u e d )

Good Practice

SustainabilityG Consider drafting and promoting an environmental management policy, setting out the environmental and sustainable

management actions taken by you and your organisation. If you need help drafting a policy, go to the Resource Zone onVisitEngland’s Green Start website at www.better-tourism.org (you will need to register, but it’s free).

Good Practice



Minimum Entry Requirements (1 Star # )G Iron and ironing board available.G Early morning call on request or an alarm using a clock, telephone or television available

in the room.G Appropriate tourist, travel and/or local information available, suitable to market needs.

Should be well presented e.g. in a folder, rack or electronic.

2.2.5Other –Reception/Concierge/Housekeeping services

AccessibilityG Provide a vibrating alarm clock for hearing impaired guests.G Provide hotel information in a range of formats e.g. large print, Braille, photographs,

MP3 downloads and audio description on websites.

Good Practice

SustainabilityG Make best use of local tourist information in both the hotel’s promotional literature and

visitor information folders located in the bedrooms.

Good Practice



Minimum Entry Requirements (1 Star # )G Designated eating areas can include restaurant, dining room, brasserie, bistro or bar.G A designated eating area, open to residents for breakfast, seven days a week.G Evening meals provided at least five days a week.G Guests informed when they book if dinner is not available on a particular evening. When this

happens, a range of refreshments and snacks, e.g. soups, sandwiches etc. should always beoffered.

G Residents’ guests may take dinner by prior arrangement.

2.3.1Dining provision

Minimum Entry Requirements (1 Star #

)Where dinner is served in a restaurant, which is separate or contracted out, it will neverthelessbe assessed as part of the overall operation. Such a restaurant is acceptable as long as:G The hotel accepts full responsibility over the quality of surrounding, food and service provided

in the restaurant.G Guests are informed when they book a bedroom that dinner is served in a separate restaurant.G Access is easy e.g. within approximately 250 metres walking (1/4 mile or ten minute walk),

preferably umbrella provided, or within 5/10 minutes if hotel provides complimentarytransport.

G There is a facility for guests to charge meals and drinks to their hotel account.

2.3.2Restaurantownership

All meals – dining qualityand information

2.3

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

Good Practice



Minimum Entry Requirements (1 Star # )G Individual tables available for each guest or party.G Table appointments of acceptable quality and appropriate to the type of meal served.G Tables of an appropriate height for comfortable dining, even if set close together.

2.3.3Tables/tableappointment

Minimum Entry Requirements (1 Star # )G Sufficient staff to ensure prompt service at all meals served.G Polite and courteous staff providing an acceptable standard of customer care and

demonstrating acceptable levels of knowledge about the dishes being served.

2.3.4Meal service:staff

AccessibilityG Ensure tables are stable and provide support for people rising from their chairs.G Ensure crockery contrasts with table linen or surface to assist visually impaired guests.

Good Practice

AccessibilityG Offer guests a choice of seating location. Provide a selection of chairs with

and without arm rests.

Good Practice




3 Star ###G Table appointments of

good quality, in many casesusing propriety brands.

4 Star ####G Table appointments of very

good quality.G Tables to be a good size

and well spaced.

5 Star #####G Table appointments of

excellent quality.

2 . 3 . 3


3 Star ###G A supervisor on duty in the

dining area to ensure amore efficient service.

G Polite and courteous staff providing a good standardof customer care anddemonstrating good levelsof food, beverage and wineproduct knowledge andservice skills.

4 Star ####G A manager on duty in the

restaurant to ensure ahighly efficient service.

G Unobtrusive, polite andcourteous staff providing avery good standard of customer care anddemonstrating very goodlevels of food, beverageand wine productknowledge and serviceskills.

5 Star #####G A well-structured team of

staff with managementpresence.

G The restaurant alwaysstaffed.

G Unobtrusive, polite andcourteous staff providingan excellent standard of customer care. Highlytrained, professional andproactive staff.

G Guests welcomed andescorted to their table atall meals and in all areaswhere food and drinksare served.

GPrompt table service inpublic areas where guestsseat themselves.

G Staff demonstratingexcellent levels of food,beverage and wineproduct knowledge andservice skills.

2 . 3 . 4



Minimum Entry Requirements (1 Star # )G A cooked or continental breakfast provided in a designated eating area on the premises and

advertised as such.

2.4.1Provision

Minimum Entry Requirements (1 Star # )G Breakfast served at an appropriate time for the market of the hotel.2.4.2Breakfast times

Minimum Entry Requirements (1 Star # )G Breakfast price on display when a room-only rate option is available.G The price of any breakfast items carrying an additional charge clearly advertised.

2.4.3Pricing

Minimum Entry Requirements (1 Star # )G A verbal explanation of dishes available is acceptable.

2.4.4Menu

Breakfast

2.4

SustainabilityG Menus highlighting local specialities can really help differentiate your offering from that

of your competitors. So highlight the connection with local producers wherever possible,and incorporate a little description of where ingredients are sourced, who the producer isand why you have chosen them.

Good Practice




3 Star ###G A cooked and continental

breakfast provided in adesignated eating area onthe premises andadvertised as such.


5 Star #####G As Three Star

2 . 4 .1


3 Star ###G Breakfast served for at

least one and a half hours.

4 Star ####G Breakfast served for at

least two hours.

5 Star #####G Breakfast served for at

least three hours.

2 . 4 .2


3 Star ###G If breakfast available to

non-residents, the priceshould be clearly displayed.



2 . 4 . 3

2 Star ##G A clean and well-presented

menu provided forbreakfasts served from thekitchen.

G

Where there is a buffet, anyitems available but notincluded on the buffetshould be detailed on amenu.

3 Star ###G As Two Star

4 Star ####G A menu detailing the full

breakfast range provided.

5 Star #####G A menu, presented to the

highest standard, detailingthe full breakfast rangeprovided.

2 . 4 . 4

AccessibilityG Provide a large print menu (minimum font size 16pt) in a clear font such asArial.

Good Practice



Minimum Entry Requirements (1 Star # )G A set menu is acceptable.G Continental offering to include as a minimum: fruit juice, cereal, yogurt, coffee, tea and toast.

Cooked breakfast to include at least three hot items e.g. bacon, egg, sausage, mushroom,baked beans plus coffee, tea and toast.

2.4.5Range of dishes

AccessibilityG Provide for different dietary requirements e.g. dairy free, wheat free, lactose free,

nut free.

Good Practice

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

Good Practice

Minimum Entry Requirements (1 Star # )G All hot foods well presented and served at the correct temperature on hot plates.G

Care taken to ensure that juices are chilled, toast is crisp and coffee/tea is freshly made.

2.4.6Food quality

SustainabilityG Where possible, source food and drink products locally. Build up relationships with local

producers and traders.G Staff dealing with food and drink service should be fully briefed on the source,

characteristics and significance of local food and drink products.

Good Practice

Minimum Entry Requirements (1 Star # )G Table appointment appropriate to the style of service.G Self-service buffet-style is acceptable. However, buffets should be replenished on a regular

basis. Where provided, buffets laid out and operated in a practical and customer–friendlymanner.

G Self-service hot beverages are acceptable.

2.4.7Style of Service




3 Star ###G A good range of hot and

cold items, together with achoice of good qualityaccompaniments.Examples includepreserves, ground anddecaffeinated coffee, teas,butters and spreads.

G Guests offered a choice of how their eggs are cookedto include fried, poached,boiled and scrambled.

4 Star ####G A superior range of hot and

cold items.

5 Star #####G A comprehensive range of

excellent quality hot andcold dishes. Examplesmight include freshlysqueezed juices, a varietyof fresh fruits in season andripe, cold meats andcheeses, free range eggs,local specialities, fresh fish,range of bakery items andpastries, special dietaryproduce and acomprehensive range of appetising hot items.

2 . 4 . 5


3 Star ###G Good quality ingredients

cooked and presented to agood standard.

G Consideration given toproviding healthy eatingoptions.

4 Star ####G All food cooked correctly

and prepared with a verygood level of skill, care andpresentation and served atthe correct temperature.

5 Star #####G High quality ingredients

cooked and presented toan excellent standard.

2 . 4 . 6


3 Star ###G Breakfast tables laid with a

table setting for each guestof main knife, side knife,fork, cereal spoon, cup,saucer, teaspoon, side plateand napkin. The table laidwith salt, pepper, sugar,milk, butter and preserves.

G Hot beverages are servedat the table but theadditional option of highquality vending machines isacceptable.

4 Star ####G There is a heightened level

of service with extraattention to detail.

G Table service advertisedand available on request.

5 Star #####G Table service proactively

offered.G Where there is a buffet, a

higher level of assistanceavailable.

2 . 4 . 7



Minimum Entry Requirements (1 Star # )G Dinner served for minimum of one hour, specific times according to market need and clearly

advertised.G Some snacks or cold meal provision for late arrivals, by prior arrangement.G It is acceptable for resident guests to be asked to choose dishes for dinner at an earlier time

of the day. However, guests who prefer to choose later, including up to the meal time, must beable to do so without being put under any pressure to choose earlier. New arrivalsshould not be asked to choose dishes for dinner in advance of arrival.

2.5.1Dinner:hours of service

Minimum Entry Requirements (1 Star # )G Two courses available. The main course should be a substantial hot dish.

2.5.2Range of dishes

Other meals

2.5

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

Good Practice

AccessibilityG Provide for different dietary requirements e.g. dairy free, wheat free, lactose free,nut free.

Good Practice

Minimum Entry Requirements (1 Star # )G Acceptable, clean and well presented written menus, with accurate descriptions.

However, it is acceptable instead to offer a verbal description of the dishes available.G The price of dinner should be displayed if the accommodation tariff does not include dinner.G Clearly advertised price for any surcharge made for a particular dish.G Additional charges, such as VAT, service, and cover charge, clearly identified on the menus.

2.5.3Menuand pricing

AccessibilityG Provide a large print menu (minimum font size 16pt) in a clear font such as Arial.

Good Practice




3 Star ###G The restaurant should be

open for a minimum of twohours. Specific openingtimes to suit market need.

G Guests not expected tochoose dishes for dinner atan earlier time of day.

G Meal times should be

clearly advertised andexplained to guests inadvance, to avoiddisappointment.



2 . 5 .1


3 Star ###G Three courses available.G A choice of substantial hot

and cold dishes.


5 Star #####G An extensive choice

of food.G A broad range of dishes

of outstanding quality.

2 . 5 .2


3 Star ###G Quality written menus with

prices clearly displayed.


5 Star #####G Immaculately presented

menus.

2 . 5 . 3

SustainabilityG Menus highlighting local specialities can really help differentiate your offering from that of your competitors.

So highlight the connection with local producers wherever possible and incorporate a little description of whereingredients are sourced, who the producer is and why you have chosen them.

Good Practice



Minimum Entry Requirements (1 Star # )G All meals freshly cooked/prepared on the premises with an acceptable level of skill and

presentation, and served at the correct temperature. Evidence of some fresh produce.G At least one vegetarian option available (at least on request) at each course.

2.5.4Food quality

Minimum Entry Requirements (1 Star # )G Red and white wine provided.G Wine prices and measures clearly displayed.G Staff demonstrating basic knowledge about the wines

available e.g. country of origin.

2.5.6Wine andwine service

Minimum Entry Requirements (1 Star # )G A current liquor licence or equivalent.G Alcoholic drinks served at meal times to residents.G A range of drinks available in a bar or lounge. Honesty bars and dispense bars are acceptable.G A price list displayed wherever drinks are served.

2.5.7 Alcoholic drink services/licences(as applicable underthe licensing lawsin England)

Minimum Entry Requirements (1 Star # )G A self-service operation e.g. carvery or buffet-style, is acceptable.2.5.5

Style of service

AccessibilityG If a self-service operation, offer guests assistance where appropriate.

Good Practice

SustainabilityG Where possible, source food and drink products locally. Build up relationships with local

producers and traders.G Staff dealing with food and drink service should be fully briefed on the source,

characteristics and significance of local food and drink products.

Good Practice




3 Star ###G All meals, including any

room service, preparedwith a good level of skill,care and presentation andserved at the correcttemperature.

G Particular attention given tofood quality rather thanextensive menus.

4 Star ####G All meals, including any

room service, preparedwith a very good level of skill, care and presentationand served at the correcttemperature.

G Provision made for a varietyof dietary requirements.

5 Star #####G All meals, including any

room service, preparedwith an excellent level of skill using fresh produce.

G Cuisine quality meeting ahigh international standard.

2 . 5 . 4


3 Star ###G A choice of good quality

wines offered.G Clean and well presented

wine list, clearly andaccurately listing the choiceof wines and measureavailable, should beprovided.

G Staff demonstrating goodknowledge of the winesavailable.

4 Star ####G Superior range and quality

of wines offered.G An informative and detailed

wine list.

5 Star #####G Excellent range and quality

of wines offered.G Staff demonstrating

excellent wine knowledgeand wine service skills.Likely to involve dedicatedwine team (sommelier).

2 . 5 . 6


3 Star ###G Alcoholic drinks served

throughout the day andevening to residents andtheir guests.

G A wide range of drinksprovided in a bar or lounge.

G Table service should beprovided in the lounge if there is no bar counter.

4 Star ####G Alcoholic drinks served 24

hours to residents.G Table service on request.

5 Star #####G A comprehensive range of

drinks, including wines andcocktails.

G Table service provided.

2 . 5 . 7


3 Star ###G The main course, served to

the guest at their table onrequest.

G Full table service but a

carvery is acceptable.


5 Star #####G All courses served to the

guest at their table.

2 . 5 . 5



Minimum Entry Requirements (1 Star # )G Lunch service is not required.

2.5.8Lunch service

Minimum Entry Requirements (1 Star # )G Hot and cold drinks available to residents and their guests in the public areas during the day

and evening. Guests may be required to order at reception or at the bar. Vending option in thepublic areas may be acceptable. (Referral to in-room facilities is not acceptable.)

2.5.9Lightrefreshments,snacks andafternoon teas

Minimum Entry Requirements (1 Star # )G Optional except in the case of illness.G Any room service provided may be limited in choice.

2.5.10Room serviceprovision

AccessibilityG Provide meals in rooms (on request) where appropriate e.g. disabled guests.

Good Practice





4 Star ####G A superior brasserie/

bistro/bar is acceptable forlunches, providing thatguests are able to eat incomfort and order and beserved at the table.

G A choice of hot and colddishes at each course of starters, main courses anddesserts.

5 Star #####G Lunch served in a formal

restaurant.G Extensive choice at each

course.

2 . 5 . 8


3 Star ###G Light refreshments of at

least hot and cold drinksand sandwiches availableto residents and theirguests in the public areasthroughout the day andevening. This service is tobe clearly advertised.

4 Star ####G Light refreshments and hot

and cold snacks available toresidents and their guestsin the public areasthroughout the day andevening.

G Guests able to order and beserved at their table.

5 Star #####G Light refreshments and hot

and cold snacks availableto residents in the publicareas 24 hours.

G Full afternoon tea available.

2 . 5 . 9


3 Star ###G Hotel should be able to

offer as minimum roomservice of hot and colddrinks and light snacks e.g.sandwiches during daytimeand evening, on request. If no room service menuprovided in bedrooms, thenroom service availabilityshould be promoted inroom information.

4 Star ####G Room service menu should

be clearly advertised inbedrooms with prices.

G 24 hour room service of light snacks such assandwiches and hot andcold drinks includingalcoholic drinks.

G Provision of room servicebreakfast and a range of substantial hot and colddishes during lunchtimeand evening restauranthours.

5 Star #####G 24 hour room service of hot

and cold snacks and drinksincluding alcoholic drinks.

G Guests able to choose froma full dinner menu duringrestaurant hours, fromeither the hotel restaurantor brasserie, or both.

2 . 5 .1 0



Minimum Entry Requirements (1 Star # )G No requirement.2.5.11

Room service:service andpresentation

Minimum Entry Requirements (1 Star # )G No requirement.2.5.12

Room service:breakfast




3 Star ###G Can be simply choice of hot

and cold drinks and snacks,or full menu. Whatever levelof room service is provided,guests should be madeaware of prices beforeordering.

G Room service items wellpresented and served on atray large enough to easilyaccommodate its contents.Appropriate cutlery,crockery and condimentsprovided.

G Prompt and efficientservice.

G Procedure in place toarrange for the collectionof trays.

4 Star ####G Full room service menu,

clearly promoted withprices.

G Must include provision of continental and cookedbreakfast and a substantialdinner menu duringrestaurant hours.

G Hot and cold snacks shouldbe available 24 hours, whenrestaurant is closed.

G Hotels without restaurantsmust at least provide hotand cold snacks, 24 hours.

5 Star #####G Room service ordered,

delivered and cleared in ahighly professional andefficient manner andwithout impacting on otherservices.

G Full room service of lunchand dinner duringrestaurant hours, even if hotel has no restaurant.Service delivery allows eachcourse to be eaten at thecorrect temperature. Allmeals served on a diningtable or heated trolley, oreach hot course deliveredseparately. Presentation of the highest standard.

2 . 5 .1 1


3 Star ###G Hot drinks should be freshly

served with any roomservice breakfast offered.

G Guests able to order theirmorning breakfast byphone or breakfast ordercard without leaving theirroom either in the morningor the night before.

4 Star ####G Room service of both

continental and full cookedbreakfast advertised andprovided.

5 Star #####G A wide choice of substantial

hot and cold dishes. A lacarte items are often thenorm at this level.

2 . 5 .1 2



Minimum Entry Requirements (1 Star # )G Minimum of five letting bedrooms.

2.6.1Provision

Bedrooms

2.6

AccessibilityG Try to provide a ground floor bedroom.

Good Practice

Minimum Entry Requirements (1 Star # )G Means of securing bedroom doors from inside and out, and a key or keycard provided.G Acceptable quality and condition in the standard of furniture, furnishings, flooring, fittings

and décor.G Every effort made to minimise noise levels from adjacent rooms and corridors e.g. creaking

floorboards, noisy extractor fans, mechanical toilets, noisy plumbing etc.G Hotels situated in a particularly noisy environment – in a city centre or by an airport – need to

have tried to minimize noise, possibly by using double/triple glazing.

2.6.2General quality






5 Star #####G As One Star

2 . 6 .1


3 Star ###G Good quality and condition

with a matched and well co-ordinated standard of furniture, furnishings,flooring, fittings and décor.

4 Star ####G Better levels of sound

insulation provided bymore substantial doorsand walls.

5 Star #####G Excellent intrinsic quality

and condition, with aluxurious standard of furniture, furnishings,flooring, fittings and décor.

G Internal and external noiselevels absolutely minimal.Possibly achieved by useof double-glazing,excellent structural

insulation and a spaciousbedroom lobby area.

2 . 6 .2



Minimum Entry Requirements (1 Star # )G All bedrooms cleaned daily, and checked to ensure a good standard of cleanliness. Rooms

looking clean and smelling fresh. Particular attention given to rooms used by smokers.G All walls, ceilings, pipes, ledges, equipment and fittings, which are beyond reach from floor

level, cleaned on a regular basis. All flat surfaces, equipment and furniture free from dust, dirt,grease and marks.

G All beds made daily. Bed linen changed at least once in every week and for each new guest.G Rooms prepared with the right temperature and ventilation ready for the guests’ arrival.G Good practice procedure followed so that clean bedding is kept off floors and in-room crockery

and glassware are hygienically washed.

2.6.3Housekeeping

Minimum Entry Requirements (1 Star # )G All bedrooms with sufficient space to allow guests freedom of movement around all furniture

and fittings including sofa beds. Rooms may be small but careful planning ensures best use of space.

G The ceiling height for the major part of the room sufficient for a person of 6 ft. to move around

without stooping. Sloping eaves and roofs acceptable provided they do not impinge on a majorpart of the room.G When we assess the acceptability of bedroom size, we will take into account the useable space

available. There should be no restriction of free movement.G Family rooms should be more spacious.G Doors and drawers fully openable without having to move furniture.G Easy and convenient use of facilities e.g. use of surfaces without moving tea tray or TV,

access to power points etc.

2.6.4Size andspaciousness

Minimum Entry Requirements (1 Star # )G Not required.

2.6.5Suites

AccessibilityG Ensure housekeeping staff do not move furniture and personal items in the bathroom or

bedroom as in most cases they have been placed in positions that are accessible to theguest.G Ensure housekeeping trolleys do not obstruct corridors.

Good Practice




3 Star ###G Bed linen changed at least

every three to four daysdepending on the length of stay and for each newguest. (Exception madewhen, as part of a hotel’sclearly advertisedenvironmental policy,guests are invited to agreeto a less frequent changeof linen during their stay.)


5 Star #####G Bed linen changed

frequently in accordancewith the hotel’s own policyand for each new guest.

G Rooms prepared inadvance of the guest’sarrival – possibly includingsetting an appropriateambient temperature forthe time of year, airing theroom well, closing curtainsand putting on a lightduring the hours of darkness.

G An evening housekeepingservice provided andadvertised - possiblyincluding some of thefollowing services: bedturn-down, bins emptied,curtains drawn, towelstidied, room service traysremoved.

2 . 6 . 3


3 Star ###G All bedrooms with good free

space to allow theappropriate level of roomservice.

G

Area available for luggagestorage without clutteringthe room or obstructingaccess.

G Consideration given tolocation of bedroomfacilities, including powersockets for ease of use.This also includestelevisions being placed at aconvenient viewing heightand visible from the bed andfrom easy seating.

G Family rooms to besubstantially more spacious.

4 Star ####G All bedrooms with a higher

degree of spaciousness,allowing ample ease of usefor guests and considerablyexceeding the minimumentry requirements.

G Provision made for roomservice meals to be eatenin comfort in the majority of rooms.

G Where the hotel has asubstantial leisure market,the dining comfort of bothguests in a double/twinroom taken into account.

5 Star #####G The significant majority of

bedrooms very spacious,allowing generous ease of use for movement, comfort,dining and relaxation.

G All bedrooms with a well-planned layout relative tothe needs of the guest i.e.business or leisure use.

G Room size, layout anddelivery method ensuresthe highest guest diningexperience for roomservice.

2 . 6 . 4


3 Star ###G As One Star.

4 Star ####G Whilst there is no

expectation to have a suiteat this level, many hotelswill offer suites or largerbedrooms with sitting area.May also include bedroomsthat are particularly largeand spacious that clearlyhave a lounge area whilst inan open-plan arrangement(e.g.minimum 40 sq feet).

5 Star #####G At least one permanent

luxury suite available(comprising three separaterooms – bedroom, loungeand bathroom).

2 . 6 . 5

SustainabilityG If it is policy to prepare guests’ rooms in anticipation of their arrival by leaving lights on,

consider completing this activity much later in the day or not at all.G Use could be made of towel and laundry agreement notices, whereby guests are asked

to indicate if they wish their bed linen and towels to be laundered less frequently. Signscould be made in-house or sourced externally. Good examples of wording can be foundon the CoaST website – www.coastproject.co.uk (select business support).

Good Practice





4 Star ####G Bedding of superior quality

and condition. Thepresentation of the bedenhances the overallimpression of the room.

5 Star #####G Beds presented to an

excellent standard. Allbedding of the highestquality and immaculatelylaundered.

2 . 6 . 9


3 Star ###G A good standard of décor

and paintwork in goodcondition with somethought given to co-ordination of design.

G Some use of decorativeenhancements whereappropriate.

4 Star ####G Superior quality,

professionally applied wallcoverings with decorativeenhancements whereappropriate.

G Décor and paintwork invery good condition.

5 Star #####G Décor showing attention to

detail and co-ordination of design, as well as finished toa professional standard. Wallcoverings and paintwork of an excellent intrinsic qualityand condition. High qualitypaintings and prints inevidence.

2 . 6 .1 0

49


3 Star ###G Beds and headboards of

good quality and condition.

4 Star ####G A choice of larger-sized

beds. Very good qualitybeds e.g. pocket sprungmattress and base, in verygood condition withsuperior headboardsor similar.

5 Star #####G Beds for single occupancy

to exceed 90 cm (3 ft.)width.

G Beds for double occupancyto be at least 153 cm (5 ft.)in width.

G Several beds to exceed this

size. Bunk beds are notacceptable.G Beds and headboards of

excellent quality andcondition.

2 . 6 . 6

2 Star ##G Easy access to both sides

of beds for doubleoccupancy.

3 Star ###G Good access to both sides

of beds for doubleoccupancy.


5 Star #####G Generous access to both

sides of beds for doubleoccupancy.

2 . 6 . 7



4 Star ####G More likely to be choice of

type of pillows


2 . 6 . 8

AccessibilityG Provide hypoallergenic bedding.

Good PracticeSustainabilityG Spare bedding does not need to be wrapped in plastic

bags; it can be placed in a reuseable cotton or fabric bag.

Good Practice

NBBunk beds should have a minimum 75 cm (30 ins) clear space between the mattress of thebottom bed and the underside of the top bed. Reference: Bunk Bed (Entrapment Hazards) (Safety)Regulations 1987



Minimum Entry Requirements (1 Star # )G Heating provided at no extra cost, and controllable (on/off) by the guest.G Supplementary heating provided in rooms on request when temperature levels are not within

the control of the guest e.g. some heating systems.G Heating to come on automatically prior to breakfast and during main hours of guest occupancy

e.g. check-in and early evening.G Heating able to heat the entire bedroom safely, quietly, adequately and quickly whatever

heating system is used.

2.6.11Heating andtemperaturecontrol

Minimum Entry Requirements (1 Star # )G Bedrooms well lit. A low energy light bulb is acceptable.G A shade or cover provided for all bulbs, unless decorative.G At least one light controlled from the door.G Bedside reading light for each person, controllable from the bed, in addition to the light

controlled from the door. However, twin beds may share a central bedside light.

2.6.12Lighting

AccessibilityG Enable lighting levels to be adjusted using a dimmer switch and/or make available

additional bedside/writing table lamps.

Good Practice

Minimum Entry Requirements (1 Star # )G At least one window that can be opened safely and which provides good levels of direct natural

light and ventilation. Windows well fitted, easy to shut and open and remain open. A poleprovided to open any Velux-style windows or skylights.

G Rooms without windows are generally not acceptable (however dispensations may be availableon specific rooms).

G Security fittings installed on all bedroom windows where, when open, access could be gainedfrom outside e.g. patio doors and windows near fire escapes.

G It is acceptable for a bedroom to overlook a large internal atrium. The bedroom should be air-conditioned and naturally illuminated.

G Air conditioning provided where windows cannot be opened.

2.6.13Windows

Minimum Entry Requirements (1 Star # )G Opaque curtains, blinds or shutters provided on all windows and ideally including glass panels

to doors, fanlights and skylight windows so that guests have privacy and can exclude any lightfrom outside the room. All window coverings to be properly fitted or hung.

G Curtains large enough to draw easily and completely across the width and height of the windowwith or without linings.

G In ground floor bedrooms additional privacy provided by means of a net curtain or blind.

2.6.14Windowcoverings



2 Star ##G Automatic fixed heating at

no extra cost.

3 Star ###G Fixed individually controlled

thermostatic heating.

4 Star ####G Best practice suggests an

effort be made to providefans on request for guest’suse in hot weather.

G Individually controlledthermostatic heatingoperable 24 hours.

5 Star #####G Air conditioning expected at

this level.

2 . 6 .1 1


3 Star ###G Good lighting intensity with

thought given to ambienceand a range of lightingoptions.

G Lighting specificallyprovided to illuminate thewriting desk.

4 Star ####G Superior levels of lighting

with good positioning andease of use, includinglighting specifically for thelobby area, wardrobe area,dining area and easyseating.

G Room lighting controllablefrom the bedside.

5 Star #####G Excellent levels of lighting

with a range of separatelycontrollable options.

2 . 6 .1 2





2

. 6 .1 3

AccessibilityG Ensure windows and curtains can be reached by your guests and are easy to open and close.

Good Practice


3 Star ###G Window coverings of good

quality and condition.Curtains, where used,substantial, fully lined, withample drape and width.

G Window coverings providingfull blackout in hotel roomswith a specific market need,

such as hotels in city centreswith high levels of outsideillumination and airporthotels with guests ondifferent time zones.

4 Star ####G Window coverings of a

superior quality andcondition.

5 Star #####G Excellent quality window

dressing. Window coveringsproviding full blackout.

2 . 6 .1 4

SustainabilityG Increased use should be made of energy saving light bulbs throughout the hotel.

Greater use can also be made of natural light.G Signs could be used to request guests to switch off lights when not in use.

Good Practice

SustainabilityG Use of thermostatically controlled radiators helps to

manage your energy consumption.

Good Practice



Minimum Entry Requirements (1 Star # )G All flooring, carpets, rugs, hard wood flooring etc. properly fitted and of an acceptable quality

and condition.

2.6.15Flooring

AccessibilityG Avoid deep pile carpets that may cause trips or make it difficult for a wheelchair

to manoeuvre.

Good Practice

Minimum Entry Requirements (1 Star # )G All furniture, soft furnishings and fittings providing acceptable ease of use and of an acceptable

quality and condition.

2.6.16Furniture, softfurnishings andfittings

Minimum Entry Requirements (1 Star # )G Writing table or equivalent such as substantial flat surface or desk providing sufficient free

space for practical use with mirror adjacent.G Lighting adequate for use.G Conveniently positioned spare 13 amp power socket.G A bedside table or equivalent provided for each person. Twin beds may share a bedside table.

2.6.17Tables

Minimum Entry Requirements (1 Star # )G Wardrobe or clothes hanging space.

G Acceptable drawer or shelf space. Drawers running freely and lined or with an easily wipedinterior surface.

G The amount of clothes storage provided suitable for the style of hotel and the number of gueststhe room will accommodate.

G Sufficient hangers (not wire).

NBAn alcove is an acceptable substitute but hooks on walls or behind doors are not.

2.6.18Clothes andluggage storage

Minimum Entry Requirements (1 Star # )G Single – one chair. Double/twin – two chairs or one chair plus one stool.G Seating provided appropriate to the style and size of the room.

2.6.19Seating

NBG Furniture includes tables, luggage and clothes storage, seating etc.G Soft furnishings includes curtains, cushions etc.G Fittings include mirrors, light fittings, heating appliances, light shades etc.

NBA chair instead of a bedside table is not acceptable.




3 Star ###G Flooring of a good quality

and condition throughout.

4 Star ####G Flooring of superior quality

and condition throughout.

5 Star #####G Flooring of an excellent

quality and conditionthroughout.

2 . 6 .1 5


3 Star ###G All furniture, soft

furnishings and fittingsproviding good ease of useand of a good quality andcondition.

4 Star ####G All furniture, soft

furnishings and fittingsproviding very good ease of use and of a superiorquality and condition.

5 Star #####G All furniture, soft

furnishings, and fittingsproviding excellent ease of use and of an excellentquality and condition.

2 . 6 .1 6


3 Star ###G Writing table or equivalent

with clear under-space soguests can easily use it.

G Lighting providedspecifically to illuminate thewriting table.

4 Star ####G Writing table or equivalent

providing very good andample free space.

G Occasional/dining tablesof appropriate height fordining – unless trolleys areused.

5 Star #####G A substantial writing table

with excellent free space.G Multiple power sockets

often with internationalsockets/adaptors accordingto market need.

2 . 6 .1 7


3 Star ###G Dedicated area for

unpacking luggage –possibly a moveable standor raised flat surface.

4 Star ####G Alcoves acceptable only

when located in theentrance or lobby area.

G A choice of good qualityhangers.

5 Star #####G A fully fitted or free-standing

wardrobe.

ardrobe.

G A wide range of excellentquality hangers provided.

G Illumination inside thewardrobe expected.

NBOpen alcoves notacceptable. A generousamount of clothes storage.

2 . 6 .1 8


3 Star ###G Single – one easy chair.

Where this is the only chair,consideration given forease of use at the writingtable, or an additional chairprovided.

G Double/twin – two easychairs or one easy chairplus one upholstered stool.

NBAn easy chair offers agreater degree of comfort,either upholstered or of another quality material.

4 Star ####G Double/Twin – two easy

chairs (stools are notacceptable).

G Where the hotel’s marketis predominantly businessclientele, a substantialchair at the desk mayreplace the second easy

chair.G Seating used for room

service eating of anappropriate style andheight.

5 Star #####G Single – one substantial

easy chair plus an additionalchair providing comfortableuse at the writing table.

G Double/twin – twosubstantial easy chairs plusan additional chair providingcomfortable use at the

writing table.

2 . 6 .1 9



AccessibilityG Ensure TVs can provide subtitles (Teletext page 888, digital (DVB), Sky subtitles), to

benefit hearing impaired and foreign language speaking guests.

Good Practice

Minimum Entry Requirements (1 Star # )G At least one mirror in the bedroom.G If there is only one mirror it should be a full-length mirror and be placed next to the writing table

surface or equivalent. A full-length mirror is a mirror of suitable size and in a convenient positionfor guests to see the majority of themselves from head to toe.

2.6.20Mirrors

Minimum Entry Requirements (1 Star # )G Tea/coffee-making facilities available and accessible 24 hours either in bedrooms or in public

areas (Self-service/Vending option in public areas acceptable).G Where only room service is provided, the availability of a hospitality tray at no extra charge to

be advertised to guests.G Self-service ingredients for making hot drinks kept wrapped or in lidded containers.G Bedroom kettles should not have to be operated at floor level.

2.6.21Beverage-making facilities

Minimum Entry Requirements (1 Star # )G Digital TV available in all bedrooms.G All available channels properly tuned in.G Televisions may be safely mounted on a wall bracket. Ease of viewing and safety taken into

account when positioning television.G Where clock radios are used, instructions for use provided and clock set accurately.

2.6.22In-roomentertainment

Minimum Entry Requirements (1 Star # )G Bedroom telephone optional.G Where not provided, a means of communication with staff at night in the event of an emergency

must be provided, and advertised in the bedroom.G Telephones, where provided, displaying the hotel telephone number together with the bedroom

extension or telephone number.G Telephones, where provided, with instructions on how to use any additional services such as

telephone message service, and room-to-room calls.

2.6.23Communicationand businessservices

SustainabilityG Items on hospitality trays, such as sugar and biscuits, do not need to be individually

wrapped – use can be made of airtight containers for dried goods and wherever possible,locally produced goods or Fair Trade products could be sourced. Assessors will look at thequality of the contents and style of presentation.

Good Practice

AccessibilityG Provide a textphone eg minicom in at least one bedroom, to benefit profoundly deaf

guests.

Good Practice



Minimum Entry Requirements (1 Star # )G Where telephones are provided, rate card displayed in bedrooms illustrating typical charges for

local, long-distance, international, internet, use of phone card and connection to mobilephones.

G Sample call charges required, but not per unit.

2.6.24Telephonecharges

Minimum Entry Requirements (1 Star # )G A hairdryer provided in every bedroom.

2.6.25Hairdryers

Minimum Entry Requirements (1 Star # )G Hotel services and facilities advertised in all bedrooms (possibly in a room information folder or

via in-room technology). This should include the following where applicable:G How to summon assistance in a night-time emergency.G Meal times (and menus).G Iron and ironing board advertised as available, if not already provided in the bedroom.G Multi-lingual emergency procedure notices or use of symbols/diagrams clearly displayed in

every bedroom.

2.6.26In-roominformation

Minimum Entry Requirements (1 Star # )G A waste paper container – non-flammable if smoking permitted.G A drinking tumbler per guest, in glass, scratchless plastic or wrapped disposable.G An ashtray where smoking permitted.G Sufficient and conveniently situated power sockets allowing for the safe use of all electrical

equipment provided.

2.6.27Miscellaneous

AccessibilityG Ensure all information is

in clear print at a height accessible to allguests. Consider providing door noticesfor hearing impaired guests as part of your emergency evacuation procedures.

G Include a copy of your Access Statementwith in-room information.

Good Practice







2 . 6 .2 4



4 Star ####G A superior quality hairdryer.G Provision of hair

straighteners issometimes seen.

5 Star #####G An excellent quality

hairdryer (non-fixed).

2 . 6 .2 5


3 Star ###G Telephone information e.g.

charges, internal directory,local services.

G Room service menu.G Message-taking service.G Laundry service

information, if offered.G ‘Do not disturb’ notices for

guests to use.

4 Star ####G As Three Star, plus a more

comprehensive guestdirectory.

5 Star #####G Laundry/pressing/dry

cleaning serviceinformation.

G Consideration given tomulti-lingual and visuallyenhanced material.

2 . 6 .2 6



4 Star ####G A high quality glass

drinking tumbler per guest.

5 Star #####G An in-room safe.G Valet tray/provision.G May feature an umbrella.

2 . 6 .2 7

SustainabilityEach room could contain, where possible, an up-to-date visitor information folder. Visitor information folders could include:G Details of nearby outlets supplying local food, drink and gift products.G Local visitor attractionsG Local heritage and culture information, including details of special events.G Options for car-free travel such as walking and cycling routes, public transport timetables and contact numbers.G Suggestions for a series of car-free days out.G The hotel’s environmental policy if there is one, or details about any green scheme with which they are affiliated.G If the business is part of a visitor payback scheme, information regarding this scheme should also be included.G Notices could be used to request guests to completely turn off all electrical appliances when not in use, rather than

leaving them on standby. Staff could also be trained to turn them off standby when cleaning the room if guests haveleft them on.

Good Practice



Minimum Entry Requirements (1 Star # )G All bedrooms to have en suite bathroom or shower rooms or private facilities, which all have

WC and bath or shower.G A private facility is one designated solely for the occupants of one bedroom, situated close to

the bedroom on the same floor and lockable with a key provided (guests informed of this at thetime of booking).

G Access to private bathrooms or WCs, or extra public bathrooms, from bedrooms via publicareas such as reception or lounge etc. is not acceptable.

G A washbasin with hot and cold running water and a minimum internal measurement

of 36 x 24 cm (14 x 9.5 ins). Basin provided in either the bedroom, en suite or private facility.

2.7.1Provision

Minimum Entry Requirements (1 Star # )G All bathrooms of acceptable quality and condition with practical fittings, flooring and décor

providing ease of use.G Practical, well-fitted and easily cleanable flooring.G

Best practice suggests that washable flooring is more hygienic than carpeting.G Particular attention given to maintenance and lighting levels.

2.7.2Generalquality(applies to all bathroomand shower room types)

En suite bathroom and shower rooms and private facilities

2.7

NBAn en suite facility has the bath or shower and WC situated in room(s) with door(s) separate to thebedroom. In-bedroom showers are not generally acceptable.

Minimum Entry Requirements (1 Star # )G Bathrooms of sufficient size for adequate guest comfort and ease of use.

2.7.3Room size




3 Star ###G All bedrooms to have en

suite bathrooms or showerrooms which all have WCand bath and/or shower.

G A full-sized washbasin.Where sited in thebedroom area, likely to bein a vanity unitcommensurate to ThreeStar quality.

4 Star ####G All bedrooms to have en

suite bathrooms or showerrooms. All en suites withWC and thermostaticallycontrolled showers.

G Where there is no bath, thequality of the showerfittings, water pressure,space etc. must be of anexcellent standard tocompensate for the lack of the bath.

5 Star #####G All bedrooms with en suite

facilities with WC, bath andthermostatically controlledshower.

G Up to 20% of bedroomstock may have showeronly rooms, if size andquality are exceptional.

2 . 7 .1


3 Star ###G All bathrooms of good

quality and condition, andproviding good ease of usewith matched and well co-

ordinated fittings, flooringand décor.

4 Star ####G All bathrooms of superior

quality and condition, andproviding very good ease of use with a superior

standard of fittings, flooringand décor.

5 Star #####G All bathrooms of excellent

quality and condition, andproviding excellent ease of use with a luxurious

standard of fittings, flooringand décor.

2 . 7 .2



4 Star ####G Bathrooms more spacious

and with a good degree of free space.

5 Star #####G Spacious bathrooms with

generously-sized bath,basin and shower.

G Separate walk-in showeroften seen at this level.

2 . 7 . 3



Minimum Entry Requirements (1 Star # )G Furnishings, fittings and décor of acceptable quality and condition.G Acceptable space and comfort for guests, relative to the number of bedrooms.G Wi-Fi is recommended in public areas.

2.8.1General quality:all public areas(bars, lounges,reception,restaurants etc.)

Minimum Entry Requirements (1 Star # )G Acceptable levels of lighting appropriately positioned for safety and comfort in all public areas,

including sufficient light on stairways and landings at night.G Good levels of heating and ventilation, providing an ambient temperature and adequate air

flow at all times of the year.

2.8.2Lighting,heating and ventilation

Public areas

2.8

SustainabilityG Décor – use could be made of local artist’s work, prints and/or photographs of images

depicting local scenes and historical and heritage related images – it all adds to a visitor’senhanced sense of place.

Good Practice

SustainabilityG Lighting – increased use should be made of energy saving light bulbs throughout the

hotel. Greater use can also be made of natural light.G Heating – improved insulation and greater use of thermostatically controlled and

zoned heating will save on energy use.

Good Practice




3 Star ###G Furnishings, fittings and

décor of good quality andcondition.

G Good space and comfortfor guests, and non-residents, possiblyincluding separate sittingareas and a choice of seating styles.

G Wi-Fi to be provided inpublic areas (dispensationsavailable for ruralproperties where nointernet service exists).

4 Star ####G Furnishings, fittings and

décor of superior qualityand condition.

G Very good space andcomfort for guests, takinginto account the needs of different markets (e.g.business or leisure).

5 Star #####G Furnishings, fittings and

décor of an excellentquality and condition,providing an overallluxurious standard.

G A choice of environments of sufficient size to providegenerous personal space.

G

Additional facilities such assecondary dining, leisure,business centre, spa.

2 . 8 .1


3 Star ###G Good levels of lighting with

thought given to both

intensity and to positioninge.g. for reading menus.

4 Star ####G Superior lighting, giving

sufficient light for all

practical purposes and alsodesigned to good effectshowing off features.

5 Star #####G Excellent lighting.G Excellent temperature

control, which may includeair conditioning.

2 . 8 .2



Minimum Entry Requirements (1 Star # )G A clearly designated reception facility.G A clearly designated area at one end of a bar counter is acceptable.G A bell or internal telephone provided to summon attention when staff not present.

2.8.3Receptionareas/lobby

Minimum Entry Requirements (1 Star # )G A bar or lounge with adequate comfortable seating for resident guests accessible throughout

the day and evening – at least from breakfast time to 10 pm.G The bar and lounge possibly combined and providing the only sitting area in the hotel’s

public areas.G Guests should not be expected to share tables in the restaurant.

2.8.4Bars, lounges,sitting areasand restaurants

Minimum Entry Requirements (1 Star # )G Corridors and stairs in good repair and free from obstruction.G Adequately lit 24 hours.G Particular attention given to the maintenance of door handles, numbers, brassware and glass

panels.G Clear, directional signage to bedrooms and reception (where needed).

2.8.5Other public areasincluding corridors andstaircases

AccessibilityG Provide a well lit and uncluttered area allowing ease of access to the reception facility with

seating for guests.G A hearing loop or clip board and pen will assist communication with hearing impaired

guests.

Good Practice

AccessibilityG Provide a variety of seating: low, high, firm, soft, with and without arms.

Good Practice

AccessibilityG On each step or change of level, provide a nosing strip that contrasts in colour

to the floor.G

Provide at least one continuous handrail on steps and where changes in levels occur.G Provide clear signage, see Sign Design Guide www.signdesignsociety.co.uk

Good Practice




3 Star ###G Dedicated reception area

with desk, counter or table,unless alternative, well-managed procedures inplace to check in guests inlounge or in guestbedroom.

G Sufficient space for guestsarriving with luggage.

4 Star ####G Greater amount of space

and comfort (includingseating) for arriving anddeparting guests.

5 Star #####G Generally a clearly

designated reception areawithin an impressive foyeror entrance hall, but intown house properties thismay not be the case.

2 . 8 . 3

2 Star ##G Provision of further seating

where there is a marketneed e.g. in resort hotels,leisure and business hotels

and where non-residentsdine or visit the bar.

3 Star ###G Suitable seating layout

and range of furnitureappropriate for meeting themarket needs of certain

hotels e.g. hotels wherebusiness meetings takeplace or whererefreshments are offeredin the lounge.

4 Star ####G There should be sufficient

full height dining tables,especially at breakfast, toprevent delays.

5 Star #####G The environment of all

sitting areas of excellentquality and condition, andof sufficient size and with

well-designed layout toprovide generous personalspace and privacy forguests.

G A variety of seating stylesexpected.

G Sitting areas notnecessarily all lounges butcertainly offering a range of environments.

G Restaurant tables shouldhave sufficient spacearound them to allow ahigh degree of privacy andfreedom of movement.

2 . 8 . 4



4 Star ####G Corridors normally wide

and spacious.

5 Star #####G Corridors and staircases

wide and spacious allowingfreedom of movement forguests and service trolleys.

G A serviced coat storagecloakroom provided.Receipts given.

G Corridors and staircasespermanently lit.

2 . 8

. 5



Minimum Entry Requirements (1 Star # )G OptionalG Assistance with luggage available on request when there is no lift.

2.8.6Lifts*

Minimum Entry Requirements (1 Star # )G A guest should be able to make a telephone call via house phone, payphone

or mobile phone from reception/public areas, on request.

2.8.7Publictelephone

Minimum Entry Requirements (1 Star # )Where hotel is open to non-residents:G A toilet facility conveniently situated for the public areas.G Toilets possibly shared by men and women.G All toilets well-maintained, regularly cleaned, checked and adequately ventilated.

The following facilities provided as a minimum: washbasin with soap, hand drying facilities,seat with lid, covered light, mirror, hook on door, lidded sanitary bin and bags, toilet roll holderwith toilet paper.

2.8.8Public area WCs

*Dispensation is possible in older buildings and/or architecturally listed buildings where itcan be shown that fitting a lift is impractical or unacceptable to planning authorities.In this instance, help with luggage must be offered on arrival and departure.

AccessibilityG Ensure lifts provide audible messages and have raised letters and numbers on the control

panel. A mirror on the rear wall assists a wheelchair user to manoeuvre in and out.

Good Practice



2 Star ##G A lift is required when there

is a guest bedroom that ismore than three floorshigher or lower than theentrance level floor i.e. onthe fourth floor.

G Where there is no lift, thisshould be made clear at thetime of booking.

3 Star ###G A lift is required when there

is a guest bedroom morethan two floors higher orlower than the ground floori.e. on the third floor.

4 Star ####G At this level, it is not only

the provision of a lift that isimportant, but also thesize, comfort, quality andspeed.

5 Star #####G It is expected that a lift will

be provided to all floors inthe main building.

G The expectation at Five Staris a separate lift for hotelservices such as luggage,laundry and room service.

2 . 8 . 6





2 . 8 . 7


3 Star ###G More spacious, higher

quality standards.G Efficient hand drying and

ample mirrors.

4 Star ####G Separate facilities for men

and women.

5 Star #####G Spacious, luxurious and

numerous toilet facilitiesand with refinements suchas individual hand towels,high quality toiletries andaccessories, serviced veryregularly during the day.

2 . 8 . 8

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

Good Practice



Minimum Entry Requirements (1 Star # )G External areas include the appearance of the building, grounds and gardens, pathways and

drives and any car parking.G Particular attention given to the safety and security of guest and their belongings in car parks,

ground floor and annexe bedrooms including external paths and walkways.G All aspects of these areas improve in quality and condition as the Star rating increases.G The hotel entrance should be clearly identifiable and the doorway illuminated where it is dark.

Adequate levels of lighting for safety and comfort in all public areas, including sufficient lighton stairways and landings at night.

G Grounds and gardens well maintained and kept tidy.G Parking areas tidy, well maintained, clearly defined, well lit and clearly signed.G Security issues taken into account.

2.9External areas

External areas (as applicable)

2.9

AccessibilityG Provide within the grounds of the property or identify nearby, a free run/ spend area for

assistance dogs.G Ensure paths are kept clear of obstacles, debris, moss, ice and fallen leaves and have firm,

well-maintained surfaces. Ensure that any permanent features en route are securely fixed -e.g. flower pot arrangements, statues.

Good Practice





4 Star ####G Grounds and gardens a

feature in their own right.Well-maintained and high-quality appearance all yearround.


2 . 9 .1

SustainabilityG For grounds, gardens and frontages, establishments could consider the use of materials which are in keeping with the local

environment and physical characteristics of the local geography, geology and age of the buildings. Consider using localvarieties of flowers, plants etc.

G If possible and where available, provision should be made in the car park for a clearly marked public transport pick-up anddrop-off point for taxis, buses and/or coaches.

Good Practice



Minimum Entry Requirements (1 Star # )G Where a hotel has an annexe, we will take into account the facilities provided in this annexe

when determining the rating for the hotel as a whole.G Annexe accommodation may be situated in a separate unit or units within the hotel grounds or

within easy walking distance of the main building – with good levels of external lighting.

2.10 Annexes

Annexes

2.10






5 Star #####G Access to any

accommodation separateto the main building to beunder cover. This couldinclude chauffeuredtransport or escort withumbrella provided.

2 .1 0 .1



Code of ConductThe operator/manager is required to undertake and observe theVisitEngland Code of Conduct:

Prior to booking G To describe accurately in any advertisement, brochure, or other

printed or electronic media, the facilities and services provided.

G To make clear to guests in print, in electronic media and on thetelephone exactly what is included in all prices quoted foraccommodation, including taxes, and any other surcharges.

G To provide information on the suitability of the premises forguests of various ages, particularly for the elderly and the veryyoung.

G To allow guests to view the accommodation prior to booking if requested and possible.

At the time of booking G To clearly describe the cancellation policy to guests i.e. by

telephone, fax, internet/email as well as in any printedinformation given to guests.

G To adhere to and not to exceed prices quoted at the time of booking for accommodation and other services.

On arrivalG To welcome all guests courteously and without discrimination in

relation to gender, sexual orientation, disability, race, religion orbelief.

During the stayG To maintain standards of guest care, cleanliness, and service

appropriate to the style of the operation.

G To deal promptly and courteously with all enquiries, requests,bookings and correspondence from guests.

G To ensure complaint handling procedures are in place and thatcomplaints received are investigated promptly and courteouslyand that the outcome is communicated to the guest.

On departureG To give each guest, on request, details of payments due and a

receipt, if required/requested.

GeneralG To give due consideration to the requirements of guests with

special needs, and to make suitable provision where applicable.

G To ensure the accommodation is prepared for the arrival of

guests at all times when the operation is advertised as open.G To advise guests, at any time prior to their stay, if there are any

changes in what has been booked.

G To hold current public liability insurance and to comply with allrelevant statutory obligations including legislation applicable tohealth and safety, planning and fire.

G To allow VisitEngland representatives reasonable access to theoperation, on request, to confirm that the Code of Conduct isbeing observed or in order to investigate any complaint of aserious nature notified to them.

G When a business is sold or ceases to trade, every effort shouldbe made to inform VisitEngland.

Conditions for ParticipationAll businesses participating in the VisitEngland quality assessmentschemes are required to:

G Meet or exceed the VisitEngland minimum entry requirementsfor a rating in the relevant accommodation sector.

G Observe the VisitEngland Code of Conduct.

G Be assessed annually, and in the event of complaints, byauthorised representatives of VisitEngland.

G Pay an annual participation fee.

G Complete an annual information collection questionnaire eitheronline or by post, as required.

G Any participant disqualified from the VisitEngland NationalQuality Assessment Schemes for whatever reason will not beallowed to re-join for a minimum period of one year from thedate of disqualification. Re-application at an earlier stage maybe considered by VisitEngland where it is felt specialcircumstances apply. In all cases acceptance of re-applicationwill be at the sole discretion of VisitEngland. Application to re-join the scheme will always incur an additional fee. If disqualification was on the basis of quality or the level of complaints, then it must be demonstrated that the areas of concern have been addressed. This may be done in the form of an advisory visit by a VisitEngland representative, for which anadditional charge is likely to be made.

Change of OwnershipWhen an accommodation business is sold or the method of operation changed eg contracted out, and the new owner does notcontinue participation in the VisitEngland National QualityAssessment Scheme, the existing rating cannot be transferred.

If a property is sold as a going concern, for continued use toaccommodate guests and details of the new owners are providedto VisitEngland, the rating may be continued under the followingcircumstances:G The current (outgoing) owners have made all payments due to

date for the current participation year. If payment is made byDirect Debit this should remain active until the change of

ownership process is completed.G The current (outgoing) owners provide forwarding details for

themselves along with full contact details for the new(incoming) owners to VisitEngland’s appointed assessmentcontractor.

G The current (outgoing) owners provide the expectedcompletion/transfer date to VisitEngland’s appointedassessment contractor.

G The new (incoming) owners apply and pay for participation inthe VisitEngland National Quality Assessment Scheme within 28days of the completion/transfer date.

If all of these criteria are met then the current (outgoing) ownersmay be entitled to a pro-rata refund for any complete remainingmonths paid for in the current participation year.

SignageUse of all quality ratings should always be accompanied by theVisitEngland Quality Rose Marque.

Any listing in a VisitEngland publication or website and within theTourist Information Centre network is conditional on continuedparticipation in the quality assessment schemes. Continued use ordisplay of inaccurate, misleading or out-of-date signage by aparticipant in the VisitEngland quality assessment schemes mayresult in VisitEngland withdrawing the establishment fromparticipation in the schemes.

Where a business, for whatever reason, ceases to participate inthe VisitEngland quality assessment schemes, all relevant displaysigns and electronic and print material must be removed (please

note that this may not apply in the case of change of ownership if the new owner joins within 28 days of completion. See ‘Change of Ownership’ text above).

Failure to observe these conditions may result in theestablishment becoming ineligible to display or use theVisitEngland endorsement in any form whatsoever.

Code of Conduct andConditions for Participation



To find out more about VisitEngland’s quality assessment scheme for hotels please contact:

hotel standard int1

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