Professional Documents
Culture Documents
2.6.6 Bed Size – Quality 33 2.8.5 Other Public Areas including Corridors
and Staircases 55
2.6.7 Bed Access 33
2.8.6 Lifts 55
2.6.8 Bedding Requirements 33
2.8.7 Public Telephones 57
2.6.9 Bedding Quality 35
2.8.8 Public Area WCs 57
2.6.10 Décor – Walls, Ceilings and Paintwork 35
2.6.11 Heating and Temperature Control 35
2.6.12 Lighting 35 2.9 EXTERNAL AREAS 59
2.6.13 Windows 37
2.6.14 Window Coverings 37
2.6.15 Flooring 37 2.10 ANNEXES 59
1.1 INTRODUCTION
An establishment will need to satisfy three • The relevant standard of quality in the key areas of
elements to reach a particular star rating: cleanliness, service, bedrooms, bathrooms and food
must also be met.
• All relevant Requirements must be met.
• The overall percentage score for quality must reach
the appropriate band (see section 1.3.5)
01
1.0 GENERAL OVERVIEW
1.3 QUALITY
All hotels will be positioned in one of the following descriptive sub categories. These
have been developed to help consumers understand more clearly the different types of
hotels available in Britain.
Hotels in each of these sub categories need to fulfil all hotel requirements detailed
in this booklet with the exception of Metro Hotels where provision of dinner is not a
requirement.
Hotel Formal accommodation with full service. Minimum six guest bedrooms
but more likely in excess of 20.
Country House Hotel A country house hotel with ample grounds or gardens, in a rural or semi-
rural situation with an emphasis on peace and quiet.
Small Hotel Smaller hotels with a maximum of 20 bedrooms. They will be personally
run by the proprietor and are likely to have limited function business.
Town House Hotel High quality town / city centre properties of individual and distinctive
style with a maximum of 50 rooms. High staff-to-guest ratio. Public areas
may be limited. Possibly no dinner served but room service available
instead.
Metro Hotel A town / city hotel providing full hotel services with the exception of
dinner. Within easy walking distance of a range of places to eat.
02
1.0 GENERAL OVERVIEW
H HH
1.5.1 1.5.2
The key requirements for The key requirements for
achieving a One Star hotel rating achieving a Two Star rating, in
are: addition to the requirements for
One Star are:
• A minimum of six letting
bedrooms. • All areas of operation should
• 100% of bedrooms with en-suite meet the Two Star requirements
or with private facilities. (To be in for cleanliness, maintenance and
place by 1 January 2008). hospitality, and for the quality of
• Resident guests, once registered, physical facilities and delivery of
have access to the hotel at all services.
times. Proprietor and / or staff on • A dining room / restaurant
site and on call to resident guests or similar eating area serving
24 hours a day. evening meals at least seven days
• All areas of operation should a week.
meet the minimum standards
for cleanliness, maintenance
and hospitality as well as the
minimum standards for the
quality of physical facilities and
delivery of services.
• A dining room / restaurant or
similar eating area serving a
cooked breakfast seven days a
week.
• A dining room / restaurant
or similar eating area serving
evening meals at least five days
a week – unless the hotel is
designated a Metro Hotel.
• A bar or sitting area with a Liquor
Licence.
• Hotel open seven days a week
during its operating season
providing, on every day open,
the level of service and facilities
appropriate to its star rating.
• Proprietor and / or staff available
during the day and evening
to receive guests and provide
information / services such as hot
drinks and light refreshments.
• A clearly designated reception
facility.
• Meeting all the current statutory
obligations and providing Public
Liability cover.
03
1.0 GENERAL OVERVIEW
• All areas of operation should • All areas of operation should • All areas of operation should
meet the Three Star requirements meet the Four Star requirements meet the Five Star requirements
for cleanliness, maintenance and for cleanliness, maintenance and for cleanliness, maintenance and
hospitality, and for the quality of hospitality, and for the quality of hospitality, and for the quality of
physical facilities and delivery of physical facilities and delivery of physical facilities and delivery of
services. services. services.
• Once registered, residents have • Once registered, residents should • Hotel open seven days a week all
access at all times during the day have 24 hour access, facilitated by year.
and evening (e.g. from 7am until on-duty staff. • Enhanced services offered e.g.
midnight) without use of a key. • Enhanced services offered e.g. valet parking, escort to bedrooms,
• Access available outside these 24 hour room service including pro-active table service in bars
times. cooked breakfast, offer of and lounges and at breakfast,
• Room service of hot and cold luggage assistance, meals at ‘concierge’ service, 24 hour
drinks and light snacks (e.g. lunchtime, table service on reception, 24 hour room service,
sandwiches) during daytime and request at breakfast. full afternoon tea.
evening. • At least one restaurant, open to • At least one restaurant, open to
• Provision of one room service residents and non-residents, for residents and non-residents, for
meal, either continental breakfast breakfast and dinner seven days all meals seven days a week.
or dinner, clearly advertised in a week. • All bedrooms with en-suite
bedrooms. • All bedrooms with en-suite bathroom with WC, bath and
• All bedrooms with en-suite bathrooms and all with thermostatically controlled
bathrooms. thermostatically controlled shower.
showers and WC. Additionally, • A choice of environments in public
at least half of these bedrooms areas of sufficient size to provide
should have a bath. generous personal space.
• Additional facilities e.g. secondary
dining, leisure, business centre,
spa etc.
• A number of permanent luxury
suites available.
04
2.0 DETAILED REQUIREMENTS
H HH
2.1.1 Statutory Obligations Fulfilment of all statutory • As One Star
obligations, where applicable,
relating to:
• Fire Precautions
• Price Display Orders
• Food Safety / Hygiene
• Licensing
• Health & Safety
• Discrimination
• Trade Description
• Data Protection
• Hotel Proprietors Act
05
2.0 DETAILED REQUIREMENTS
06
2.0 DETAILED REQUIREMENTS
H HH
2.1.3 Maintenance • Buildings, their fixtures, • Buildings, their fixtures,
furnishings, fittings and exterior furnishings, fittings and exterior
(Minimum Entry
and interior décor maintained in a and interior décor maintained in
Requirements)
sound, clean condition and fit for a quite good, clean condition.
the purpose intended.
• All electrical and gas equipment
in good working order and
regularly serviced to ensure
guests’ safety.
• Monitoring procedure in place for
reporting of broken / damaged
items in guests’ bedrooms.
07
2.0 DETAILED REQUIREMENTS
• Hotels providing good quality, • Hotels setting high standards for • Hotels setting the highest
comfortable and more spacious the hospitality industry. international standards for the
accommodation. • All aspects of the hotel offering hospitality industry.
a very good level of quality, • All aspects of the hotel offering
spaciousness and comfort. an excellent level of quality,
spaciousness and comfort,
providing an overall luxurious
standard.
08
2.0 DETAILED REQUIREMENTS
H HH
2.1.6 Hospitality • Guests will be greeted and • As One Star
acknowledged in a friendly,
efficient and courteous manner
throughout their stay.
09
2.0 DETAILED REQUIREMENTS
• Good guest service, with ample • Very good guest service, giving • Flawless and unobtrusive
staff to provide a prompt guests the impression of being guest service, giving guests the
and efficient service without well cared for by trained impression of being very well
detriment to other service areas professional and attentive staff. cared for by highly trained,
at the same time. For example: • Very good social skills and professional, proactive and well-
it is unlikely that service of this anticipation of individual guest’s managed staff.
quality will be provided by a needs evident in dealings with all • Excellent social skills and
member of staff acting as sole guests. anticipation of individual guest’s
bar-person and receptionist at • Service, efficiency and technical needs evident in dealings with all
the same time – depending on skills of a very good standard guests.
likely guest demand. and without detriment to other • Service and efficiency of an
• Good social skills and anticipation service areas at any time. excellent standard without
of individual guest’s needs detriment to other service areas
evident in dealings with all at any time. Delivered by a
guests. structured team of staff with a
• All staff demonstrate a positive management and supervisory
attitude and a willingness to hierarchy.
help. • Some multi-lingual staff in hotels
• Service, efficiency and technical with an international market.
skills of a good standard.
• As One Star • As One Star • Open seven days a week all year,
providing a consistent level of
service and facilities.
• Once registered, residents must • 24 hour access, facilitated by on- • Both prior to and after
have access at all times during duty staff. registration, guests should have
the day and evening without access without having to ring a
needing to use a key. Best bell. During the night a bell is
practice suggests between 7.00 acceptable.
a.m. and midnight.
• There must be access available
outside these times possibly
using a door key or security code.
10
2.0 DETAILED REQUIREMENTS
2.2 SERVICES
H HH
2.2.1 Staff Appearance • Staff tidily dressed and well • Staff smartly attired.
groomed.
(Minimum Entry
• Staff clothing fresh and well
Requirements)
ironed.
• Particular attention given to
personal hygiene.
• The style of the hotel may dictate
how staff dress – from formal
uniforms to informal and casual
outfits.
• Prospective visitors told clearly what is included in the prices quoted for
accommodation, meals and refreshments, including service charge, taxes and
other surcharges.
• 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 that certain facilities need to be pre-booked, e.g.
spa treatments, dinner etc., these should also be mentioned at the time of
booking.
• Advance warning if the restaurant is to be closed or likely to become fully
booked.
• Full details of the hotel’s cancellation policy if there is one. This especially
includes information about charging credit cards for cancellation or changes to
the booking.
• Information about deposits if required, including details of how the deposit is
taken and whether or not it is refundable on cancellation.
• Clear explanation of charges for additional services or available facilities
including cancellation terms.
• Information about any unacceptable types of payment e.g. credit cards,
travellers cheques etc.
• Information and full details about any fees charged for the acceptance of credit
cards.
11
2.0 DETAILED REQUIREMENTS
Communication with prospective guests, whether verbal or written, should be • As One Star / Two Star / Three Star
prompt, efficient, professional and helpful. A good first impression is critical at all
levels. Therefore:
• The price agreed at the time of booking must not be exceeded.
• All agreed prices must include service charges, taxes and other surcharges
where applicable.
• Every endeavour should be made to advise guests in advance about the hotel
location and any car parking restrictions.
• Visitors advised when they are booking, and subsequently in the case of any
change, if the accommodation offered is in an unconnected annexe or has
separate external access.
• Unless notified in writing in advance, price confirmation at least indicated on
a key card or similar. Prospective guests left confident that their booking was
recorded accurately. As a minimum, name, address, and / or contact telephone
number recorded at the time of booking.
• All bookings handled in a friendly and courteous manner, even when there is
no dedicated reservations department.
• Provide each guest with printed or clearly written details of payment due and a
receipt on request.
• Presentation of accounts ensuring that purchases are clearly detailed.
• Particular attention should be paid to accuracy.
• The VAT element of the account (where applicable) should be clearly
identified.
All Star Levels Section Plus: All Star Levels Section Plus: All Star Levels Section Plus:
• Ability to make a prompt and • Ability to make a prompt and • Ability to make a prompt and
effective reservation during the effective reservation during the effective reservation 24 hours a
day and evening. day and up to 11.00 p.m. day. Every booking confirmed by
• Guests should be able to charge • Confirmation provided on letter, fax, email or text message.
all account services to one main request. • The account well explained and
account, and pay on departure. well presented, perhaps in an
• Guest accounts to be updated on envelope or folder.
an outgoing basis to minimise
the delay at check-out.
12
2.0 DETAILED REQUIREMENTS
2.2 SERVICES
H HH
2.2.3 Reception – As reception is likely to be the guests’ • Guests informed of meal times,
Staff Availability first and last point of contact with bar opening times etc.
for Guest Arrival a hotel, special attention should be
and Departure given to providing a good standard
of customer care.
(Minimum Entry
Requirements) • Direct guest contact given priority
over other reception duties.
• Proprietor or staff available to
receive guests and provide
information / services from just
before breakfast to late evening
at approx 10.00 p.m.
• Receptionist’s attention possibly
summoned by a bell or telephone.
• Guests clearly directed to their
room and given a brief
explanation of location of hotel
facilities.
• The issuing of a bedroom key to
guests and the charging of items
to account always done discreetly
to ensure guest security.
• In the interests of safety, guests
to be escorted to bedrooms if
requested.
2.2.4 Luggage Handling • Assistance with luggage available • Secure short-term luggage
on request throughout the day storage.
(Minimum Entry
and evening.
Requirements)
13
2.0 DETAILED REQUIREMENTS
• As Two Star • Assistance with luggage readily • Hotel staff taking control of
available and advertised as luggage from guest’s arrival
available for departure. outside to prompt delivery in
bedroom. The same quality of
service repeated on departure.
• Secure short-term luggage
storage with receipt provided.
14
2.0 DETAILED REQUIREMENTS
2.2 SERVICES
H HH
2.2.5 Other – Reception / • Iron and ironing board available. • Incoming telephone calls to
Concierge / • A shoe cleaning service, a resident guests handled in a
Housekeeping conveniently positioned machine professional and discreet manner.
or shoe cleaning materials
Services
available. If shoe cleaning
(Minimum Entry materials not in the bedroom,
Requirements) the shoe cleaning service or
machine’s location advertised in
the bedroom.
• Early morning call on request or
an alarm using a clock, telephone
or television available in the
room.
• Message-taking service available.
Messages possibly delivered
verbally but always delivered
promptly.
• Appropriate tourist, travel and /
or local information available and
well presented e.g. in a folder or
rack.
H HH
2.3.1 Dining Provision • Designated eating areas can • A restaurant or similar eating area
include restaurant, dining room, serving breakfast and evening
(Minimum Entry
brasserie, bistro or bar. meals seven days a week.
Requirements)
• A designated eating area open to • Residents' guests may take dinner
residents for breakfast seven days by prior arrangement.
a week.
• Evening meals provided at least
five days a week.
• Guests informed when they book
if dinner is not available. When this
happens a range of refreshments
and snacks e.g. soups, sandwiches,
etc. should always be offered.
Best practice suggests providing a
no-smoking area.
15
2.0 DETAILED REQUIREMENTS
A town / city hotel that does not serve dinner but does have a sufficient range of places to eat within easy walking
distance, may be designated a “Metro Hotel”.
16
2.0 DETAILED REQUIREMENTS
H HH
2.3.2 Restaurant Where dinner is served in a • As One Star
Ownership restaurant, which is separate or
contracted out, it will nevertheless
be assessed as part of the overall
operation. Such a restaurant is
acceptable as long as:
2.3.3 Tables / Table • Individual tables available for • Table appointments of quite
Appointment each guest or party. good quality.
• Table appointments of acceptable
(Minimum Entry quality and appropriate to the
Requirements)
type of meal served.
• Tables of an appropriate height
for comfortable dining, even if set
close together.
2.3.4 Meal Service – Staff • Sufficient staff to ensure prompt • Sufficient staff to ensure prompt
service at all meals served. and efficient service at all meals
(Minimum Entry
• Polite and courteous staff served.
Requirements)
providing an acceptable • Polite and courteous staff
standard of customer care and providing a quite good standard
demonstrating acceptable levels of of customer care and
knowledge about the dishes being demonstrating quite good levels
served. of knowledge about the dishes
being served.
17
2.0 DETAILED REQUIREMENTS
• Table appointments of good • Table appointments of very good • Table appointments of excellent
quality. quality. quality.
• Tables to be a good size and well
spaced.
• A supervisor on duty in the dining • A manager on duty in the • A well-structured team of staff
area to ensure a more efficient restaurant to ensure a highly with management presence. The
service. efficient service. restaurant always staffed.
• Polite and courteous staff • Unobtrusive, polite and courteous • Unobtrusive, polite and courteous
providing a good standard of staff providing a very good staff providing an excellent
customer care and demonstrating standard of customer care and standard of customer care. Highly
good levels of food, beverage demonstrating very good levels trained, professional and
& wine product knowledge and of food, beverage & wine product proactive staff.
service skills. knowledge and service skills. • Guests welcomed and escorted to
• Guests promptly greeted and their table at all meals and in all
seated. areas where food and drinks are
served.
• Prompt table service in public areas
where guests seat themselves.
• Staff demonstrating excellent
levels of food, beverage and wine
product knowledge and service
skills.
18
2.0 DETAILED REQUIREMENTS
2.4 BREAKFAST
H HH
2.4.1 Provision • A cooked and continental • As One Star
breakfast provided in a designated
eating area on the premises and
advertised as such.
2.4.2 Breakfast Times • Breakfast served for a period of • Breakfast served for at least one
time and not at only one fixed hour.
(Minimum Entry
time e.g. 8.00 a.m. – 9.00 a.m. and
Requirements)
not at 8.00 a.m. only. Appropriate
breakfast times where there is
a specific market need e.g. city
centre hotels, airport hotels and
rural hotels.
2.4.5 Range of Dishes • A set menu is acceptable. • A choice of additional hot and
• Core items to include fruit juice, cold items, including vegetarian
(Minimum Entry
cereal, bacon, egg, coffee, tea options.
Requirements)
and toast or regional variations. A • Guests offered a choice of how
minimum choice of two hot items. their eggs are cooked.
2.4.6 Food Quality • All hot foods well presented and • Food prepared with a quite good
served at the correct temperature level of skill, care and
(Minimum Entry
on hot plates. presentation and served at the
Requirements)
• Care taken to ensure that juices correct temperature.
are chilled, toast is crisp and coffee
/ tea is freshly made.
19
2.0 DETAILED REQUIREMENTS
• Breakfast served for at least one • Breakfast served for at least two • Breakfast served for at least three
and a half hours. hours. hours.
• As Two Star • A menu detailing the full • A menu detailing the full
breakfast range provided for breakfast range provided.
guests opting for table service.
• A good range of hot and cold • A very good range of hot and cold • A comprehensive range of
items, together with a choice of items. excellent quality hot and cold
good quality accompaniments. dishes. Examples might include
Possible examples include fresh juices and fruits, cold
preserves, ground and meats and cheeses, free range
decaffeinated coffee, teas, eggs, local specialities, fresh fish
butters and spreads. and range of bakery items and
• Guests offered a greater choice pastries, special dietary produce
of how their eggs are cooked to and a comprehensive range of
include fried, poached, boiled and appetising hot items.
scrambled.
• Good quality ingredients cooked • All food cooked correctly and • High quality ingredients cooked
and presented to a good prepared with a very good level and presented to an excellent
standard. of skill, care and presentation and standard.
• Consideration given to providing served at the correct temperature.
healthy eating options.
20
2.0 DETAILED REQUIREMENTS
2.4 BREAKFAST
H HH
2.4.7 Style of Service All Star Levels • As One Star
Breakfast tables laid with a table
(Minimum Entry setting for each guest of main knife,
Requirements)
side knife, fork, cereal spoon, cup,
saucer, tea spoon, side plate and
napkin. The table laid with salt,
pepper, sugar, milk, butter and
preserves.
H HH
2.5.1 Dinner – Hours of • Last orders for dinner no earlier • Last orders for dinner no earlier
Service than 6.30 p.m. A fixed mealtime is than 7.00 p.m. A fixed mealtime is
acceptable but not before 6.30p.m. acceptable but not before 7.00p.m.
(Minimum Entry • Some snacks or cold meal
Requirements) provision for late arrivals, by prior
arrangement.
• 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
last order time, must be able to
do so without being put under
any pressure to choose earlier.
New arrivals should not be asked
to choose dishes for dinner in
advance of arrival.
2.5.2 Range of Dishes • Two courses available. The main • As One Star
course should be a substantial hot
(Minimum Entry
dish. In addition a cold alternative
Requirements)
should be provided.
21
2.0 DETAILED REQUIREMENTS
22
2.0 DETAILED REQUIREMENTS
H HH
2.5.3 Menu and Pricing • Acceptable quality, clean, well • Written menus provided. Dinner
presented written menus, with available to residents’ guests, with
(Minimum Entry accurate descriptions. However, the price clearly displayed.
Requirements)
it is acceptable instead to offer a
verbal description of the dishes
available.
• The price of dinner should be
displayed if the accommodation
tariff does not include dinner.
• Clearly advertised price for any
surcharge made for a particular
dish.
• Additional charges, such as VAT,
service, and cover charge, clearly
identified on the menus.
2.5.4 Food Quality • All meals freshly cooked / • All meals prepared with a quite
prepared on the premises with good level of skill, care and
(Minimum Entry
an acceptable level of skill and presentation and served at the
Requirements)
presentation, and served at the correct temperature.
correct temperature. Evidence of • More evidence of fresh foods
some fresh produce. being used.
• At least one vegetarian option
available (at least on request) at
each course.
2.5.6 Wine and Wine • Red and white wine provided. • A range of red and white wines
Services • Wine prices and measures clearly offered.
displayed. • Staff demonstrating knowledge
(Minimum Entry • Staff demonstrating basic about the wines available.
Requirements)
knowledge about the wines
available e.g. country of origin.
23
2.0 DETAILED REQUIREMENTS
• All meals, including any room • All meals, including any room • All meals, including any room
service, prepared with a good service, prepared with a very good service, prepared with an excellent
level of skill, care and level of skill, care and presentation level of skill using fresh produce.
presentation and served at the and served at the correct Cuisine quality meeting a high
correct temperature. temperature. international standard.
• Particular attention given to food • All food cooked correctly and • Provision made for a variety of
quality rather than extensive presented in an appetising way. dietary requirements.
menus.
• The main course, served to the • Table service of at least main • All courses served to the guest at
guest at their table on request. course should be provided. their table.
• A carvery is acceptable.
• A choice of good quality wines • Very good range and quality of • Excellent range and quality of
offered. wines offered. wines offered.
• Clean and well presented wine • An informative and detailed wine • Staff demonstrating excellent wine
list, clearly and accurately listing list. knowledge and wine service skills.
the choice of wines and measures
available, should be provided.
• Staff demonstrating good
knowledge of the wines available.
• Alcoholic drinks served • Alcoholic drinks served 24 hours to • A comprehensive range of drinks,
throughout the day and evening residents. including wines and cocktails.
to residents and their guests. • Table service on request. • Table service provided.
• A wide range of drinks provided
in a bar or lounge.
• Table service should be provided
in the lounge if there is no bar
counter.
24
2.0 DETAILED REQUIREMENTS
H HH
2.5.8 Lunch Service Lunch service is not required. • As One Star
(Minimum Entry
Requirements)
2.5.9 Light Refreshments, • Hot and cold drinks available to • As One Star
Snacks and residents and their guests in the
Afternoon Teas public areas during the day and
evening, at least from 10.00 a.m.
(Minimum Entry to 10.00 p.m. This service to be
Requirements) clearly advertised.
• Guests may be required to order at
reception or at the bar.
(Referral to in-room facilities is not
acceptable.)
25
2.0 DETAILED REQUIREMENTS
• Light refreshments of at least hot • Light refreshments and hot and • Light refreshments and hot and
and cold drinks and sandwiches cold snacks available to residents cold snacks available to residents
available to residents and their and non-residents in the public in the public areas 24 hours.
guests in the public areas during areas during all day and evening. • Full afternoon tea available.
all day and evening. • Guests able to order and be served
at their table.
• Room service of hot and cold • 24 hour room service of light • 24 hour room service of hot and
drinks and light snacks e.g. snacks such as sandwiches and hot cold snacks and drinks including
sandwiches, during daytime and and cold drinks including alcoholic alcoholic drinks.
evening. drinks. • Guests able to choose from the full
• In addition, one meal, possibly • Provision of a range of substantial dinner menu during restaurant
continental breakfast or dinner, hot and cold dishes during hours
clearly advertised in bedrooms. lunchtime and evening restaurant
• For dinner, this should include a hours.
choice of substantial hot dishes,
e.g. steak, pasta.
• Room service items well presented • As Three Star • Room service ordered, delivered
and served on a tray large and cleared in a highly
enough to easily accommodate professional and efficient manner
its contents. Appropriate cutlery, and without impacting on other
crockery and condiments services.
provided. • Full floor service of lunch and
• Prompt and efficient service. dinner during restaurant hours.
• Procedure in place to arrange for • Service delivery allows each
the collection of trays etc. course to be eaten at the correct
• A priced menu of room service temperature. All meals served on
items and times of service a dining table or heated trolley,
provided in the bedrooms. or each hot course delivered
separately. Presentation of the
highest standard.
26
2.0 DETAILED REQUIREMENTS
H HH
2.5.12 Room Service No Requirement • As One Star
– Breakfast
(Minimum Entry
Requirements)
2.6 BEDROOMS
H HH
2.6.1 Provision All Star Levels • As One Star
• Minimum of six letting bedrooms.
(Minimum Entry
Requirements)
27
2.0 DETAILED REQUIREMENTS
• Good quality and condition, with • Very good quality and condition, • Excellent intrinsic quality and
a matched and well co-ordinated with a superior standard of condition, with a luxurious
standard of furniture, furnishings, furniture, furnishings, flooring, standard of furniture, furnishings,
flooring, fittings and décor. fittings and décor. flooring, fittings and décor.
• Better levels of sound insulation • Internal and external noise levels
provided by more substantial absolutely minimal. Possibly
doors and walls. achieved by use of double-glazing,
excellent structural insulation and
a spacious bedroom lobby area.
28
2.0 DETAILED REQUIREMENTS
2.6 BEDROOMS
H HH
2.6.3 Housekeeping • All bedrooms cleaned daily, and • As One Star
checked to ensure a very high
(Minimum Entry standard of cleanliness. Rooms
Requirements)
looking clean and smelling fresh.
Particular attention given to rooms
used by smokers.
• 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.
• All beds made daily. Bed linen,
including duvet covers (even if
top sheet provided) changed at
least once in every week and for
each new guest. (Exception made
when, as part of a hotels’ clearly
advertised environmental policy,
guests are invited to agree to a less
frequent change of linen during
their stay).
• Rooms prepared with the right
temperature and ventilation ready
for the guests’ arrival.
• Good practice procedure followed
so that clean bedding is kept off
floors and in-room crockery and
glassware are hygienically washed.
29
2.0 DETAILED REQUIREMENTS
30
2.0 DETAILED REQUIREMENTS
2.6 BEDROOMS
H HH
2.6.4 Size and • All bedrooms with sufficient • All bedrooms more generously
Spaciousness space to allow guests freedom of proportioned with convenient
movement around all furniture layout of furniture for practical
(Minimum Entry and fittings including sofa beds. use.
Requirements)
Rooms small but careful planning • Easy and convenient use of
ensures best use of space. facilities e.g. use of surfaces
• The ceiling height for the major without moving tea tray or TV,
part of the room sufficient for a access to power points etc.
person of 6 ft to move around
without stooping. Sloping eaves
and roofs acceptable provided
they do not impinge on a major
part of the room.
• When we assess the acceptability
of bedroom size, we will take
into account the usable space
available around furniture and
fittings, including sofa beds. There
should be no restriction of free
movement.
• Family rooms should be more
spacious.
• Doors and drawers fully openable
without having to move furniture.
(Minimum Entry
Requirements)
31
2.0 DETAILED REQUIREMENTS
32
2.0 DETAILED REQUIREMENTS
2.6 BEDROOMS
H HH
2.6.6 Bed Size – Quality • Minimum bed sizes, including sofa • Beds and headboards of better
beds and bunks, as follows: quality and condition.
(Minimum Entry
Requirements) • Single: 190cms x 90cms /
6ft 3ins x 3ft
Double: 190cms x 137cms /
6ft 3ins x 4ft 6ins
122cms / 4ft beds to be designated
as singles.
• 76cms / 2ft 6ins beds are
unacceptable, except in family
rooms where they are clearly
designated for children only.
• Sofa beds are not acceptable as
permanent bed spaces.
• Bunk beds (permanent bed
spaces) are acceptable for child
use only. When bunk beds are
used, guests told when they make
the booking.
• All beds, including supplementary
beds, such as z-beds, sofa beds etc,
to be of acceptable quality and in
good condition. They should have
a sound base and sprung interior,
foam or similar quality, modern,
comfortable mattress.
• Secure headboard or equivalent
on all permanent beds
2.6.7 Bed Access • There should be access to • Easy access to both sides of beds
both sides of beds for double for double occupancy.
(Minimum Entry Requirements)
occupancy.
33
2.0 DETAILED REQUIREMENTS
• Good access to both sides of beds • As Three Star • Generous access to both sides of
for double occupancy. beds for double occupancy
34
2.0 DETAILED REQUIREMENTS
2.6 BEDROOMS
H HH
2.6.9 Bedding Quality • Bedding of good quality and • As One Star
condition. 100% man-made fibre
(Minimum Entry Requirements)
sheets are unacceptable
2.6.10 Décor – Walls, Ceiling • Décor in sound condition. • A quite good standard of décor
and Paintwork and paintwork.
2.6.11 Heating and • heating provided at no extra cost, • Automatic fixed heating at no
Temperature Control and controllable (on / off) by the extra cost.
guest.
(Minimum Entry Requirements) • Supplementary heating provided
in rooms on request when
temperature levels are not within
the control of the guest e.g. some
central heating systems.
• Heating to come on automatically
prior to breakfast and during
mains hours of guest occupancy
e.g. check-in and early evening.
• Heating able to heat the entire
bedroom safely, quietly,
adequately and quickly whatever
heating system is used.
2.6.12 Lighting • Bedrooms well lit with, as • Quite good lighting intensity with
guidance, an overall lighting greater level of light i.e. higher
(Minimum Entry Requirements) level of at least 160 Watts in a wattage. Fluorescent lighting
single room and 220 Watts in a alone is not acceptable.
double. A low energy light bulb is
acceptable.
• A shade or cover provided for all
bulbs, unless decorative.
• At least one light controlled from
the door.
• Bedside reading light for and
controllable by each person, in
addition to the light controlled
from the door. However, twin beds
may share a central bedside light.
35
2.0 DETAILED REQUIREMENTS
• A good standard of décor and • Very good quality, professionally • Décor showing attention to detail
paintwork in good condition applied wall coverings with and co-ordination of design, as
with some thought given to co- decorative enhancements where well as finished to a professional
ordination of design. appropriate. standard. Wall coverings and
• Some use of decorative • Décor and paintwork in very good paintwork of an excellent intrinsic
enhancements where appropriate. condition. quality and condition. High quality
paintings and prints in evidence.
• Good lighting intensity with • Very good levels of lighting with • Excellent levels of lighting with a
thought given to ambience and good positioning and ease of use range of separately controllable
a range of lighting options. including lighting specifically for options.
Lighting specifically provided the lobby area, wardrobe area, • One bedside light per person.
to illuminate the writing desk / dining area and easy seating. • Room lighting controllable from
dressing table. • Two bedside lights in a twin the bedside.
bedded room.
36
2.0 DETAILED REQUIREMENTS
2.6 BEDROOMS
H HH
2.6.13 Windows All Star Levels
• 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 pole provided to open any Velux-style windows
or skylights.
• Rooms without windows are not acceptable.
• Security fittings installed on all bedroom windows where, when open, access
could be gained from outside e.g. patio doors and windows near fire escapes.
• It is acceptable for a bedroom to overlook a large internal atrium. The
bedroom should be ventilated and naturally illuminated.
• Air conditioning provided where windows are not openable.
2.6.14 Window Coverings • Opaque curtains, blinds or shutters • Window coverings of quite good
provided on all windows including quality and condition. All curtains
(Minimum Entry Requirements)
glass panels to doors, fanlights and lined.
skylight windows so that guests
have privacy and can exclude any
light from outside the room. All
window coverings to be properly
fitted or hung.
• Curtains large enough to draw
easily and completely across the
width and height of the window
with or without linings.
• In ground floor bedrooms
additional privacy provided by
means of a net curtain or blind.
2.6.15 Flooring • All flooring, carpets, rugs, hard • Flooring of a quite good quality
wood flooring etc. properly fitted and condition throughout.
(Minimum Entry Requirements)
and of an acceptable quality and
condition.
• Slip-resistant rugs or mats placed by
the bedside where there is no fully
fitted carpet.
2.6.16 Furniture, Soft • All furniture, soft furnishings and • All furniture, soft furnishings and
Furnishings and fittings providing acceptable ease fittings providing a satisfactory
Fittings of use and of an acceptable quality ease of use and of a quite good
and condition. quality and condition.
(Minimum Entry Requirements)
37
2.0 DETAILED REQUIREMENTS
• Window coverings of good quality • Window coverings of a very good • Excellent quality window dressing.
and condition. Curtains, where quality and condition. • Window coverings providing full
used substantial with ample drape blackout.
and width.
• Window coverings providing full
blackout in hotel rooms with
a specific market need, such as
hotels in city centres with high
levels of outside illumination and
airport hotels with guests on
different time zones.
• Flooring of a good quality and • Flooring of a very good quality and • Flooring of an excellent quality and
condition throughout. condition throughout. condition throughout.
• All furniture, soft furnishings and • All furniture, soft furnishings and All furniture, soft furnishings, and
fittings providing good ease of fittings providing very good ease of fittings providing excellent ease of
use and of a good quality and use and of a very good quality and use and of an excellent quality and
condition. condition. condition.
38
2.0 DETAILED REQUIREMENTS
2.6 BEDROOMS
H HH
2.6.17 Tables • Dressing table or equivalent such • Dressing / writing table provided
as substantial flat surface or desk
(Minimum Entry Requirements)
providing sufficient free space for
practical use with mirror adjacent.
• Lighting adequate for use.
• Conveniently positioned spare
13amp power socket.
• A bedside table or equivalent
provided for each person. Twin
beds may share a bedside table.
2.6.19 Seating • Single – one chair. • All chairs upholstered on seat and
• Double / twin – two chairs or one back. Stools to have upholstered
(Minimum Entry Requirements) chair plus one stool. seats.
• Seating provided appropriate to
the style and size of the room.
39
2.0 DETAILED REQUIREMENTS
• Dedicated area for unpacking • Alcoves acceptable only when • A fully fitted or freestanding
luggage – possibly a moveable located in the entrance or lobby wardrobe.
stand. area.
N.B. Open alcoves not acceptable.
• Single – one easy chair. Where • Double / Twin – two easy chairs • Single – one substantial easy chair
this is the only chair, consideration (stools are not acceptable). plus an additional chair providing
given for ease of use at the • Where the hotel’s market is comfortable use at the dressing /
dressing / writing table, or an predominantly business clientele, writing table.
additional chair provided. a substantial (armed and • Double / twin – two substantial
• Double / Twin – two easy chairs upholstered) chair at the dressing easy chairs plus an additional chair
or one easy chair plus one table / desk may replace the second providing comfortable use at the
upholstered stool. easy chair. dressing / writing table.
An easy chair has arms, fully • Seating used for room service
upholstered on seat and back and eating of an appropriate style and
offers a greater degree of comfort. height.
40
2.0 DETAILED REQUIREMENTS
2.6 BEDROOMS
H HH
2.6.20 Mirrors • At least one mirror in the bedroom. • At least two mirrors in the
If there is only one mirror it should bedroom, one of which must be a
(Minimum Entry Requirements) be a full-length mirror and be placed full-length mirror and one at the
next to the dressing table surface dressing table area.
or equivalent. A full-length mirror
is a mirror of suitable size and in a
convenient position for guests to see
themselves from head to toe.
41
2.0 DETAILED REQUIREMENTS
• A wider range of hot drinks likely • As well as 24 hour room service, • In-room facilities, where provided,
to be provided e.g. choice of teas, the availability of a hospitality of an excellent standard e.g.
biscuits, and other drinks such as tray, if not provided, advertised to china cups and teapot, choice of
hot chocolate. guests. hot drinks including a range of
speciality teas, fresh milk, and
freshly ground coffee.
• TV remote control provided. • Televisions with generously sized • Additional audio-visual options
• Guests able to watch TV in screens – greater than 46cms / provided as well as terrestrial
comfort from both a chair and the 18ins. channels e.g. in-house channels,
bed. CD Player, DVD or video library,
• Radio provided in each bedroom satellite, cable, and PlayStation etc.
– possibly part of television • A range of radio channels.
installation.
42
2.0 DETAILED REQUIREMENTS
2.6 BEDROOMS
H HH
2.6.23 Communication and • Bedroom telephone optional. • As One Star
Business Services Where not provided, a means of
communication with staff at night
(Minimum Entry Requirements)
in the event of an emergency must
be provided, and advertised in the
bedroom.
• Telephones, where provided,
displaying the hotel telephone
number together with the
bedroom extension or telephone
number.
• Telephones, where provided,
with instructions on how to use
any additional services such as
telephone message service, and
room-to-room calls.
43
2.0 DETAILED REQUIREMENTS
44
2.0 DETAILED REQUIREMENTS
2.6 BEDROOMS
H HH
2.6.26 In-Room Information Hotel services and facilities advertised • As One Star
in all bedrooms, (possibly in a room
(Minimum Entry Requirements)
information folder). This should
include the following where
applicable:
45
2.0 DETAILED REQUIREMENTS
46
2.0 DETAILED REQUIREMENTS
H HH
2.7.1 Provision • All bedrooms to have en-suite • As One Star
bathroom or shower rooms or
(Minimum Entry
private facilities, which all have WC
Requirements)
and bath or shower.
• 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 the time
of booking.
• Access to private bathrooms or
WCs, or extra public bathrooms,
from bedrooms via public areas
such as reception or lounge etc. is
not acceptable.
• A washbasin with hot and cold
running water and a minimum
internal measurement of 36 x
24cms / 14 x 9.5ins. Basin provided
in either the bedroom, en-suite or
private facility.
2.7.2 General Quality • All bathrooms of acceptable • All bathrooms of quite good
(applies to all bathroom and quality and condition with practical quality and condition, and
shower rooms types) fittings, flooring and décor providing satisfactory ease of
providing ease of use. use with some evidence of co-
(Minimum Entry
• Practical, well-fitted and easily ordinated fittings, flooring and
Requirements)
cleanable flooring. décor.
47
2.0 DETAILED REQUIREMENTS
• All bathrooms of good quality and • All bathrooms of very good quality • All bathrooms of excellent quality
condition, and providing good and condition, and providing very and condition, and providing
ease of use with matched and well good ease of use with a superior excellent ease of use with a
co-ordinated fittings, flooring and standard of fittings, flooring and luxurious standard of fittings,
décor. décor. flooring and décor.
48
2.0 DETAILED REQUIREMENTS
H HH
2.7.4 Water Supply • Sufficient hot water provided at all • As One Star
reasonable times –
(Minimum Entry
usually 7.00 a.m. until 10.00 p.m.
Requirements)
• Baths and showers providing a
strong and easily adjustable flow of
water.
49
2.0 DETAILED REQUIREMENTS
50
2.0 DETAILED REQUIREMENTS
H HH
2.7.6 Lighting, Heating and • Lighting - adequate covered • Combined light and heater is not
Ventilation lighting in all bathrooms, shower acceptable.
rooms and toilets. Lighting
(Minimum Entry
provided above or adjacent to the
Requirements)
washbasin mirror.
• Heating - adequate heating.
Heater light bulbs are not
acceptable. All bathrooms with an
external window require dedicated
heating. A heated towel rail is
acceptable.
• Ventilation - adequate ventilation
and extraction (window or
extractor fan). Where a Velux-style
window or skylight acts as the
only form of ventilation, a pole or
other means of opening should
be provided. Opaque window
covering required (see above under
2.7.5).
• Security fittings installed on any
bathroom window, which could be
left open and access gained from
outside e.g. windows near fire
escapes.
2.7.7 Towels and Toiletries • A clean, absorbent, cotton hand • As One Star
and bath towel provided for each
(Minimum Entry new guest and changed every
Requirements) day except where, as part of an
advertised environmental policy,
guests are invited and agree to a
less frequent change during their
stay.
• Bathmat. N.B. Paper mats not
acceptable.
51
2.0 DETAILED REQUIREMENTS
• Generously sized, co-ordinated • A range of very good quality guest • A range of towels which includes
towels of good quality and toiletries. bath sheets, robes and face cloths
condition. of excellent quality and condition.
• Good quality soap, shampoo and • An excellent range of luxury guest
bath / shower gel provided. toiletries (for example hand soap,
• Emergency toiletries such as bath soap, shampoo, gels, body
toothbrush, and disposable razor lotion, tissues etc).
available, possibly for a charge.
52
2.0 DETAILED REQUIREMENTS
H HH
2.8.1 General Quality – • Furnishings, fittings and décor of • Furnishings, fittings and décor
All Public Areas (Bars, acceptable quality and condition. of a quite good quality and
Lounges, Reception, • Acceptable space and comfort condition.
for guests, relative to the • Quite good space and comfort
Restaurants etc)
number of bedrooms. for guests.
(Minimum Entry • Decorative enhancements
Requirements) creating a welcoming ambience,
e.g. pictures, mirrors, plants,
ornaments etc.
• Acceptable space and comfort
for the needs of residents’ guests
for meals or drinks.
2.8.3 Reception Areas / • A clearly designated reception • The reception facility separate
Lobby facility that is at least a hallway from a bar counter. A bar used
and either an appropriate flat for reception purposes is not
(Minimum Entry surface, a hatch or the use acceptable.
Requirements) of a table in the hotel office.
A clearly designated area at
one end of a bar counter is
acceptable.
• A bell or internal telephone
provided to summon attention
when staff not present.
53
2.0 DETAILED REQUIREMENTS
• Good levels of lighting with • Very good lighting, giving • Excellent lighting.
thought given to both intensity sufficient light for all practical • Excellent temperature control,
and to positioning e.g. for purposes and also designed to which may include air
reading menus. good effect showing off conditioning.
features.
• Sufficient space for guests • Greater amount of space and • A clearly designated reception
arriving with luggage. comfort (including seating) for area within an impressive foyer
Dedicated reception area with arriving and departing guests. or entrance hall.
desk, counter or table.
54
2.0 DETAILED REQUIREMENTS
H HH
2.8.4 Bars, Lounges, • A bar or lounge with adequate • As One Star
Sitting Areas and comfortable seating for resident
Restaurants guests accessible throughout the
day and evening – at least from
(Minimum Entry
breakfast time to 10.00 p.m.
Requirements)
• Provision of further seating
where there is a market need
e.g. in resort hotels, leisure and
business hotels and where non-
residents dine or visit the bar.
• The bar and lounge possibly
combined and providing the only
sitting area in the hotel’s public
areas. Best practice suggests the
provision of a no-smoking area.
• Guests should not be expected to
share tables in the restaurant.
2.8.5 Other Public Areas • Corridors and stairs in good • As One Star
Including Corridors repair and free from obstruction.
and Staircases Adequately lit 24 hours.
• Particular attention given to the
(Minimum Entry maintenance of door handles,
Requirements) numbers, brassware and glass
panels.
• Clear, directional signage to
bedrooms and reception (where
needed).
55
2.0 DETAILED REQUIREMENTS
• Corridors and staircases well-lit • Corridors normally wide and • Corridors and staircases wide and
24 hours. spacious. spacious allowing freedom of
movement for guests and service
trolleys.
• A serviced coat storage
cloakroom provided. Receipts
given.
• Corridors and staircases
permanently lit.
• A lift is required when there is a • At this level, it is not only the • It is expected that a lift will be
guest bedroom more than two provision of a lift that is provided to all floors in the main
floors higher or lower than the important, but also the size, building.
ground floor i.e. on the third comfort, quality and speed.
The expectation at Five Star is a
floor.
separate lift for hotel services such
as luggage, laundry and room
service.
56
2.0 DETAILED REQUIREMENTS
H HH
2.8.7 Public Telephones • A telephone accessible 24 • As One Star
hours a day unless direct dial,
(Minimum Entry
in-room facilities are provided
Requirements)
(payphones, house phones or
mobile handsets).
• Enclosed telephone booths or
rooms, where provided,
designated no-smoking.
2.8.8 Public Area WCs Where hotel is open to non-residents: • As One Star
• A toilet facility conveniently
(Minimum Entry situated for the public areas.
Requirements) Toilets possibly shared by ladies
and gentlemen.
• 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 holder with toilet
paper.
57
2.0 DETAILED REQUIREMENTS
• More spacious, higher quality • Separate facilities for ladies and • Spacious, luxurious and
standards. gentlemen. numerous toilet facilities
• Efficient hand drying and ample and with refinements such as
mirrors. individual hand towels, high-
quality toiletries and accessories.
58
2.0 DETAILED REQUIREMENTS
H HH
• External areas include the • As One Star
appearance of the building,
grounds and gardens, pathways
and drives and any car parking.
• Particular attention given to
the safety and security of guests
and their belongings in car
parks, ground floor and annex
bedrooms including external
paths and walkways.
• All aspects of these areas
improve in quality and condition
as the Star level increases.
• The hotel entrance should be
clearly identifiable and the
doorway illuminated when it is
dark. Adequate levels of lighting
for safety and comfort in all
public areas, including sufficient
light on stairways and landings
at night.
• Grounds and gardens well
maintained and kept tidy.
• Parking areas tidy, well
maintained, clearly defined, well
lit and clearly signed.
• Security issues taken into
account.
2.10 ANNEXES
Minimum Entry Requirements
H HH
• Where a hotel has an annexe, • As One Star
we will take into account the
facilities provided in this annexe
when determining the rating
for the hotel as a whole.
• Annexe accommodation may be
situated in a separate unit or
units within the hotel grounds
or within easy walking distance
of the main building – with
good levels of external lighting.
59
2.0 DETAILED REQUIREMENTS
60
AA Hotel Services Contact
Information
AA Hotel Services
14th Floor
Fanum House
Basing View
Basingstoke
Hants
RG21 4EA
North
Lynn Oinn
Tel: 01256 493226
lynn.oinn@theaa.com
South
Martin Jeffery
Tel: 01256 493442
martin.jeffery@theaa.com
Joyce Kershaw
Tel: 01256 492595
joyce.kershaw@theaa.com
Hotel Groups
Nicky Hackman
Tel: 01256 492416
nicky.hackman@theaa.com
New Applications
01256 844455
Secretary Accommodation
Committees
Joan Brown
Tel: 01256 493332
joan.brown@theaa.com
AA Signs
Emma Gordon
Tel: 01256 491612
emma.gordon@theaa.com
Hotel Accounts
Brian Ellarby
Tel: 01256 493334
brian.ellarby@theaa.com
Rebecca Baldwin
Tel: 01256 493275
rebecca.baldwin@theaa.com
Karen Weeks
Tel: 01256 491545
karen.weeks@theaa.com