AA Hotel Quality Standards Brochure[1]

7/31/2019 AA Hotel Quality Standards Brochure[1]

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ThreeStar FourStar FiveStar

Quality Standardsor AA Recognised Hotels


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2.6.13 Windows 42

2.6.14 Window coverings 42

2.6.15 Flooring 42

2.6.16 Furniture, sot urnishings and fttings 42

2.6.17 Tables 44

2.6.18 Clothes and luggage storage 44

2.6.19 Seating 46

2.6.20 Mirrors 46

2.6.21 Beverage-making acilities 46

2.6.22 In-room entertainment 48

2.6.23 Communication and business services 48

2.6.24 Telephone charges 48

2.6.25 Hairdryers 50

2.6.26 In-room inormation 50

2.6.27 Miscellaneous 50

2.7 ENSUITEBATHROOM&SHOWERROOMSANDPRIVATEFACILITIES52

2.7.1 Provision 52

2.7.2 General quality 52

2.7.3 Room size 52

2.7.4 Water supply 54

2.7.5 Equipment in en suite andprivate acilities 54

2.7.6 Lighting, heating and ventilation 54

2.7.7 Towels and toiletries 56

2.8 PUBLICAREAS 582.8.1 General quality: all public areas 58

2.8.2 Lighting, heating and ventilation 58

2.8.3 Reception areas/lobby 60

2.8.4 Bars, lounges, sitting areas andrestaurants 60

2.8.5 Other public areas including corridorsand staircases 60

2.8.6 Lits 62

2.8.7 Public telephones 62

2.8.8 Public area WCs 62

2.9EXTERNALAREAS 64

2.10ANNEXES 64

1.1.1ServicedaccommodationServiced accommodation in Britain is broadly

divided into three categories

Hotels: ormal accommodation with ull service

Guest Accommodation (e.g. B&Bs, Inns etc.):inormal accommodation with limited service.

Budget Hotel (e.g. roadside, budget lodge style):uniorm accommodation with limited service.

This booklet describes the requirements or the QualityStandards or Hotels.

Any establishment operating with the word hotel aspart o their business name will be assessed using thehotel requirements listed in this booklet.

1.1.2AAQualityStandardsorhotelsThe AA standards in this booklet are identical tothose that will be applied by VisitBritain, VisitScotlandand Visit Wales or assessing the quality o servicedaccommodation in Britain. Your rating will be the samewhichever organisation carries out your assessment.I you choose to be assessed by more than oneorganisation, each organisation will award you thesame star rating.

You will only be eligible or special AA Awards, e.g.(AA Hotel o the Year, Rosettes or ood etc.) i youchoose to obtain your rating through annual AAinspection.

1.1.3DispensationsDispensations or certain individual requirementswithin these AA Quality Standards may be given aslong as all the remaining requirements and qualitylevels or that rating are met or exceeded. Thisexibility will be considered on a case-by-case basis.

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

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1.0GENERALOVERVIEW

1.1INTRODUCTION


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1.3.1QualityassessmentThere are fve levels o quality ranging rom One to

Five Stars. To obtain a higher star rating a progressivelyhigher quality and range o services and physicalacilities should be provided across all areas withparticular emphasis in fve key areas - cleanliness,service, ood, bedrooms and bathrooms.

Research indicates that quality is o key importancebut visitors also expect the level o services and rangeo acilities in hotels to increase at each starrating level.

1.3.2QualityterminologyWe use phrases such as good, very good etc. tosigniy ascending levels o quality in broad terms only.These standards indicate typical consumer expectationso each star rating. They are neither prescriptive nordefnitive because we recognise the wide variety oquality elements that can be included or example,style, which can range rom traditional to minimalist.

1.3.3Whatisquality?When we are assessing quality we take into accountthe ollowing:

Intrinsic quality the inherent value o an item.

Condition the maintenance and appearance o anitem. Is it ft or the purpose?

Physical and personal comort does the quality oan item detract in any way rom the comort o theuser?

Attention to detail the evident care taken toensure that the guest experience is special and othe same high standards or all.

Guests choice and ease o use the guestexperience is enhanced through choice be it thechoice o beverages in the room or the choice o

room temperature. This is urther improved by howusable the guest fnds the room and its contents.

Presentation the way the room and its contentsare presented or guests arrival and during theirstay.

1.3.4ThequalityscoreWhen AA inspectors visit your property, they willevaluate and give a quality score to all aspects o theaccommodation and service.

The total o all these scores establishes an overallpercentage score or quality.

Based on this score, establishments will be given anoverall quality rating on a scale o One to Five Stars,based on the chart below.

1.3.5Qualitybands

One Star 30 46%

Two Star 47 54%

Three Star 55 69%

Four Star 70 84%

Five Star 85 100%

1.3QUALITY

An establishment will need to satisy three elements toreach a particular star rating:

All relevant requirements must be met.

The overall percentage score or quality must reachthe appropriate band (see section 1.3.5).

The relevant standard o quality in the key areas ocleanliness, service, bedrooms, bathrooms and oodmust also be met.

1.2DETERMININGTHESTARRATING

1.4.1Typesosub-categories/designatorsandgeneraldescriptonsAll hotels will be positioned in one o the ollowingdescriptive sub-categories. These have been developedto help consumers understand more clearly thedierent types o hotels available in Britain.

Hotels in each o these sub-categories need to ulfl allhotel requirements detailed in this booklet with theexception o Metro Hotels where provision o dinner isnot a requirement.

1.4SUB-CATEGORIES/DESIGNATORS

Hotel Formal accommodation with ull service. Minimum six guest bedrooms butmore likely in excess o 20.

CountryHouseHotel A country house hotel with ample grounds or gardens, in a rural or semi-rural situation with an emphasis on peace and quiet.

SmallHotel Smaller hotels with a maximum o 20 bedrooms. They will be personallyrun by the proprietor and are likely to have limited unction business.

TownHouseHotel High quality town/city centre properties o individual and distinctive stylewith a maximum o 50 rooms. High sta-to-guest ratio. Public areas maybe limited. Possibly no dinner served but room service available instead.

MetroHotel A town/city hotel providing ull hotel services with the exception o dinner.Within easy walking distance o a range o places to eat.

1.0GENERALOVERVIEW

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1.0GENERALOVERVIEW

1.4.2Sub-category/designatorgeneraldescription


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1.5.1 A minimum o six letting

bedrooms.

100% o bedrooms with en suiteor with private acilities. (To bein place by 1 January 2008).

Resident guests, once registered,have access to the hotel at alltimes. Proprietor and/or staon site and on call to residentguests 24-hours a day.

All areas o operation shouldmeet the minimum standards

or cleanliness, maintenanceand hospitality as well as theminimum standards or thequality o physical acilities anddelivery o services.

A dining room/restaurant orsimilar eating area serving acooked breakast seven days aweek.

A dining room/restaurant orsimilar eating area servingevening meals at least fvedays a week (unless the hotel isdesignated a Metro Hotel).

A bar or sitting area with aLiquor Licence.

Hotel open seven days a weekduring its operating seasonproviding, on every day open,the level o service and acilitiesappropriate to its star rating.

Proprietor and/or sta availableduring the day and eveningto receive guests and provide

inormation/services such as hotdrinks and light rereshments.

A clearly designated receptionacility.

Meeting all the current statutoryobligations and providing PublicLiability insurance cover.

1.0GENERALOVERVIEW

5

1.0GENERALOVERVIEW

1.5KEYREQUIREMENTSATEACHRATINGLEVEL

1.5KEYREQUIREMENTSATEACHRATINGLEVEL 1.5KEYREQUIREMENTSATEACHRATINGLEVEL

OneStar TwoStar

1.5.2

(Inadditiontotherequirements

orOneStar)

All areas o operation shouldmeet the Two Star requirementsor cleanliness, maintenance andhospitality, and or the qualityo physical acilities and deliveryo services.

A dining room/restaurant orsimilar eating area servingevening meals at least sevendays a week.


1.5.3


orTwoStar)

All areas o operationshould meet the Three Starrequirements or cleanliness,maintenance and hospitality,and or the quality o physicalacilities and delivery o services.

Once registered, residents haveaccess at all times during theday and evening (e.g. rom 7amuntil midnight) without use o a

key.

Access available outside thesetimes.

Room service o hot and colddrinks and light snacks (e.g.sandwiches) during daytime andevening.

Provision o one room servicemeal, either continentalbreakast or dinner, clearlyadvertised in bedrooms.

All bedrooms with en suitebathrooms.

1.5.4


orThreeStar)

All areas o operation shouldmeet the Four Star requirementsor cleanliness, maintenance andhospitality, and or the qualityo physical acilities and deliveryo services.

Once registered, residentsshould have 24-hour access,acilitated by on-duty sta.

Enhanced services oered, e.g.

24-hour room service includingcooked breakast, oer oluggage assistance, meals atlunchtime, table service onrequest at breakast.

At least one restaurant, open toresidents and non-residents, orbreakast and dinner seven daysa week.

All bedrooms with en suitebathrooms and all with WCand thermostatically controlledshowers. Additionally, at leasthal o these bedrooms shouldhave a bath.

1.5.5


orFourStar)

All areas o operation shouldmeet the Five Star requirementsor cleanliness, maintenance andhospitality, and or the qualityo physical acilities and deliveryo services.

Hotel open seven days a weekall year.

Enhanced services oered,e.g. valet parking, escort to

bedrooms, pro-active tableservice in bars and lounges andat breakast, concierge service,24-hour reception, 24-hourroom service, ull aternoon tea.

At least one restaurant, open toresidents and non-residents, orall meals seven days a week.

All bedrooms with en suitebathroom with WC, bath andthermostatically controlledshower.

A choice o environments inpublic areas o sufcient sizeto provide generous personalspace.

Additional acilities, e.g.secondary dining, leisure,business centre, spa etc.

A number o permanent luxurysuites available.


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2.0DETAILEDQUALITYGUIDANCE

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2.1OVERALLSTANDARDS2.1OVERALLSTANDARDS

OneStar TwoStar

2.1.1Statutoryobligations


As One Star. As One Star. As One Star. As One Star.Fulflment o all statutoryobligations, where applicable,relating to:

Fire Precautions

Price Display Orders

Food Saety/Hygiene

Licensing

Health & Saety

Discrimination

Trade Description

Data Protection

Hotel Proprietors Act

We may ask proprietors to provideevidence that Public Liabilityinsurance cover is being maintainedand that the above requirementsare being ulflled.

N.B. It is unlikely that anyestablishment offeringaccommodation to DSS residentsor operating as a refuge hostel forhomeless people will be eligible to

participate in the scheme.

As One Star. As One Star. As One Star. As One Star. Proprietor and/or sta to beon site and on call to residentguests 24-hours a day.

Printed instructions, provided inthe bedrooms, or summoningassistance during an emergencyat night. I the proprietorlives away rom the hotel, itis expected that a member omanagement or sta sleepon site and that their night-time contact details are clearly

advertised in every bedroom. A high degree o general

saety and security, includinginormation on evacuationprocedures in the event o anemergency, to be advertised inevery bedroom. Multilingualemergency procedure notices oruse o symbols/diagrams clearlydisplayed in every bedroom.

Adequate measures or thesecurity o guests and theirproperty.

2.1.2Saetyandsecurity


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2.1OVERALLSTANDARDS 2.1OVERALLSTANDARDS

OneStar TwoStar

2.1.3Maintenance


Buildings, their fxtures,urnishings, fttings and exteriorand interior decor maintained ina quite good, clean condition.

Buildings, their fxtures,urnishings, fttings and exteriorand interior decor maintained ina good, clean condition.

Buildings, their fxtures,urnishings, fttings and exteriorand interior decor maintained ina very good, clean condition.

Buildings, their fxtures,urnishings, fttings and exteriorand interior decor maintained inan excellent, clean condition.

Buildings, their fxtures,urnishings, fttings and exteriorand interior decor maintained ina sound, clean condition and ftor the purpose intended.

All electrical and gas equipmentin good working order andregularly serviced to ensureguests saety.

Monitoring procedure inplace or reporting o broken/damaged items in guestsbedrooms.

2.1.4Cleanliness(SeealsoBedrooms,

BathroomsandPublicArea

Housekeeping)

As One Star. As One Star. As One Star. As One Star.A high standard o cleanlinessmaintained throughout theproperty. As the cleanliness ohotels at every star rating is oparamount importance to theconsumer, the highest standardso cleanliness are essential at everyhotel and are not expected to varybetween star ratings.

Particular attention should begiven to bathrooms, showerrooms and toilets especially itemsinvolving direct contact or guests,including:

Bedding, linen and towels

Baths, showers, washbasinsand WCs

Flooring and seating

Crockery, cutlery and glassware

All bathrooms and showerrooms cleaned daily andchecked to ensure very highstandards o cleanliness.

Bathrooms and shower roomsclean and resh smelling.Particular attention paid to WCs,plugholes, shower curtains,mirrors and extractor ans.

Hotels providingaccommodation o acceptablequality and comort.

2.1.5Physicalquality Hotels providingaccommodation o quite goodquality and comort.

Hotels providing good quality,comortable and more spaciousaccommodation.

Hotels setting high standards orthe hospitality industry.

All aspects o the hotel oeringa very good level o quality,spaciousness and comort.

Hotels setting the highestinternational standards or thehospitality industry.

All aspects o the hotel oeringan excellent level o quality,spaciousness and comort,providing an overall luxuriousstandard.


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2.1OVERALLSTANDARDS

OneStar TwoStar

2.1.6Hospitality

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2.1OVERALLSTANDARDS


Guests will be greeted andacknowledged in a riendly,efcient and courteous mannerthroughout their stay.

As One Star. As One Star. As One Star. As One Star.

2.1.7Services

A relatively straight-orwardrange o services oered otenprovided by the proprietor andamily.

All enquiries, requests andreservations, correspondenceand complaints rom visitorsdealt with promptly andpolitely.

Service and efciency skills o acompetent standard.

Every eort made to takeaccount o individual guestsneeds.

Service possibly inormal, otenprovided by the proprietor anda small team o sta.

Management and sta wellinormed about their hotel andother local inormation.

Service and efciency o a quitegood standard, with evidence osome technical skills.

Good guest service, with amplesta to provide a promptand efcient service withoutdetriment to other service areasat the same time. For example,it is unlikely that service o thisquality will be provided by amember o sta acting as solebar-person and receptionist at

the same time depending onlikely guest demand.

Good social skills andanticipation o individual guestsneeds evident in dealings withall guests.

All sta demonstrate a positiveattitude and a willingness tohelp.

Service, efciency and technicalskills o a good standard.

Very good guest service, givingguests the impression o beingwell cared or by trainedproessional and attentive sta.

Very good social skills andanticipation o individual guestsneeds evident in dealings withall guests.

Service, efciency and technicalskills o a very good standardand without detriment to otherservice areas at any time.

Flawless and unobtrusiveguest service, giving guests theimpression o being very wellcared or by highly trained,proessional, proactive and wellmanaged sta.

Excellent social skills andanticipation o individual guestsneeds evident in dealings with

all guests.

Service and efciency o anexcellent standard withoutdetriment to other service areasat any time. Delivered by astructured team o sta with amanagement and supervisoryhierarchy.

Some multilingual sta in hotelswith an international market.

2.1.8Opening Hotel open seven days a weekduring its operating seasonproviding, on every day open,a consistent level o service andacilities appropriate to its starrating.

As One Star. As One Star. As One Star. Open seven days a week all year,providing a consistent level oservice and acilities.

2.1.9Guestaccess Once registered, resident guestshave access to the hotel at alltimes. Proprietor and/or sta to

be on site and on call to residentguests 24-hours a day.

It is acceptable or a rontdoor key or security code to beissued.

As One Star. Once registered, residents musthave access at all times duringthe day and evening without

needing to use a key. Bestpractice suggests between 7a.m.and midnight.

There must be access availableoutside these times possiblyusing a door key or securitycode.

24-hour access, acilitated by on-duty sta.

Both prior to and aterregistration, guests should haveaccess without having to ring a

bell. During the night a bell isacceptable.


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2.2SERVICES

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2.2SERVICES

OneStar TwoStar

2.2.1Staappearance


Sta smartly attired. Sta dressed in such a way thatguests can easily distinguishbetween sta and guests.

As Three Star. Sta impeccably presented andin a uniorm way.

Sta tidily dressed and wellgroomed.

Sta clothing resh and wellironed.

Particular attention given topersonal hygiene.

The style o the hotel maydictate how sta dress romormal uniorms to inormal andcasual outfts.

2.2.2Reservations,

pricesandbilling

AllStarRatings

There should be an easy and efcient booking service that includes theollowing:

Prospective visitors told clearly what is included in the prices quotedor accommodation, meals and rereshments, including service charge,taxes and other surcharges.

Other inormation which may impact on the guests stay, e.g. smokingpolicy, reurbishment work in progress, planned unctions/events etc.provided. Where house policy dictates that certain acilities need tobe pre-booked, e.g. spa treatments, dinner etc., these should also bementioned at the time o booking.

Advance warning i the restaurant is to be closed or likely to becomeully booked.

Full details o the hotels cancellation policy i there is one. Thisespecially includes inormation about charging credit cards orcancellation or changes to the booking.

Inormation about deposits i required, including details o how thedeposit is taken and whether or not it is reundable on cancellation.

Clear explanation o charges or additional services or availableacilities including cancellation terms.

Inormation about any unacceptable types o payment, e.g. creditcards, travellers cheques etc.

Inormation and ull details about any ees charged or the acceptanceo credit cards.

AllStarRatings

Communication with prospective guests, whether verbal or written, should be prompt, efcient, proessional andhelpul. A good frst impression is critical at all levels. Thereore:

The price agreed at the time o 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 parkingrestrictions.

Visitors advised when they are booking, and subsequently in the case o any change, i the accommodationoered is in an unconnected annexe or has separate external access.

Unless notifed in writing in advance, price confrmation is to be at least indicated on a key card or similar.Prospective guests should be let confdent that their booking was recorded accurately. As a minimum, name,address, and/or contact telephone number recorded at the time o booking.

All bookings handled in a riendly and courteous manner, even when there is no dedicated reservationsdepartment.

Provide each guest with printed or clearly written details o payment due and a receipt on request.

Presentation o accounts ensuring that purchases are clearly detailed.

Particular attention should be paid to accuracy.

The VAT element o the account (where applicable) should be clearly identifed.

AsAllStarRatingsplus: Ability to make a prompt and

eective reservation during theday and evening.

Guests should be able to chargeall account services to one mainaccount, and pay on departure.

Guest accounts to be updatedon an out-going basis tominimise the delay at check-out.


eective reservation during theday and up to 11p.m.

Confrmation provided onrequest.


eective reservation 24-hours aday. Every booking confrmedby letter, ax, email or textmessage.

The account well explained andwell presented, perhaps in anenvelope or older.



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2.2SERVICES

OneStar TwoStar

2.2.3Reception:staavailabilityorguestarrivalanddeparture

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2.2SERVICES


As reception is likely to be theguests frst and last point ocontact with a hotel, specialattention should be given toproviding a good standard ocustomer care.

Direct guest contact givenpriority over other receptionduties. Proprietor or staavailable to receive guests andprovide inormation/servicesrom just beore breakast tolate evening at approx 10p.m.

Receptionists attention

possibly summoned by a bell ortelephone.

Guests clearly directed totheir room and given a brieexplanation o location o hotelacilities.

The issuing o a bedroom keyto guests and the charging oitems to account always donediscreetly to ensure guestsecurity.

In the interests o saety, gueststo be escorted to bedrooms irequested.

Guests inormed o meal times,bar opening times etc.

A receptionist on-duty romjust beore breakast serviceuntil late evening. Best practicesuggests 7a.m. to 11p.m.

Receptionist on-duty duringbusy check-in/out times when itis essential to provide ull cover.

However, at other times,possibly summoned by bell ortelephone or minimal delay.

Additional reception servicessuch as express check-out, 24-hour check-in/out, provided inhotels where the need exists,

e.g. hotels in city centres andhotels by airports.

Reception staed at all timesand at least between 7a.m. and11p.m. Stafng levels sufcientto ensure a minimal delay.

A member o sta possiblythe night porter on-duty andable to perorm reception dutiesbetween 11p.m. and7a.m.

24-hour reception withsufcient highly skilled sta toensure no delay or guests.

Arriving guests greetedwithout delay outside the hotelentrance.

Valet parking oered. Aseamless transition on arrivalrom outside the hotel entranceto the reception area.

All guests oered an escort tothe bedroom by a member osta with excellent skills.

Guests inormed o important

hotel and bedroom acilities bythe escort.

2.2.4Luggagehandling

Assistance with luggageavailable on request throughoutthe day and evening.

Secure short-term luggagestorage.

As Two Star. Assistance with luggage readilyavailable and advertised asavailable or departure.

Hotel sta taking control oluggage rom guests arrivaloutside to prompt delivery inbedroom. The same quality o

service repeated on departure. Secure short-term luggage

storage with receipt provided.


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2.2SERVICES2.2SERVICES

Incoming telephone calls toresident guests handled ina proessional and discreetmanner.

OneStar TwoStar

2.2.5Other:reception/concierge/housekeepingservices


Laundry service provided andadvertised with prices.

Messages written down andevery eort made to inormguests a message is waitingor them. Interactive TVand voicemail systems areacceptable.

A selection o daily newspapersavailable or purchase.

Well-presented travel and/orlocal inormation such as detailso visitor attractions, taxifrms, banks, churches, railway

stations, orists etc. available inbedrooms.

Laundry and dry cleaning serviceprovided and advertised withprices.

Early morning call. Guests notexpected to set their ownalarm call.

Messages delivered promptly tothe bedrooms or to the guest inthe public areas.

Newspapers can be ordered anddelivered to guests bedrooms.

Pressing service (minimum sameday) and 24-hour return laundryservice.

Cloakroom service (coat storage)with a receipt provided.

An advertised shoe cleaningservice.

All messages discreetly handledand written messages presentedin an envelope.

A ull concierge serviceprovided.

This may vary depending onlocation and style o the hotel

but may include some or all othe ollowing: theatre bookings,sight-seeing trips, taxi bookings,valet parking, travel and otherrequests.

Iron and ironing boardavailable.

A shoe cleaning service, aconveniently positionedmachine or shoe cleaningmaterials available. I shoecleaning materials not in thebedroom, the shoe cleaningservice or machines locationadvertised in the bedroom.

Early morning call on requestor an alarm using a clock,telephone or television availablein the room.

Message-taking serviceavailable.

Messages possibly deliveredverbally but always deliveredpromptly.

Appropriate tourist, travel and/or local inormation availableand well presented, e.g. in aolder or rack.


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2.3ALLMEALS:DININGQUALITYANDINFORMATION 2.3ALLMEALS:DININGQUALITYANDINFORMATION

OneStar TwoStar

2.3.1Diningprovision


A restaurant or similar eatingarea serving breakast andevening meals seven days aweek.

Residents guests may takedinner by prior arrangement.

At least one restaurant open orbreakast and dinner seven daysa week to residents as well asnon-residents where location isappropriate, e.g. city centre andby airports.

A bar is not acceptable as theonly eating area.

It is acceptable that non-residents are required to bookdinner in advance.

At least one restaurant, open toresidents and non-residents, orbreakast and dinner seven daysa week.

A superior brasserie/bistro/bar is acceptable or lunches,providing that guests are able toeat at a ull height dining table,and order and be served at thetable.

At least one restaurant, open toresidents and non-residents, orall meals seven days a week.

Designated eating areas caninclude restaurant, dining room,brasserie, bistro or bar.

A designated eating area opento residents or breakast sevendays a week.

Evening meals provided at leastfve days a week.

Guests inormed when theybook i dinner is not available.When this happens a range orereshments and snacks, e.g.soups, sandwiches, etc. shouldalways be oered.

2.3.2Restaurantownership

As One Star. As One Star. As One Star. As One Star.Where dinner is served in arestaurant, which is separate orcontracted out, it will neverthelessbe assessed as part o the overalloperation. Such a restaurant isacceptable as long as:

The hotel accepts ullresponsibility over the quality osurroundings, ood and serviceprovided in the restaurant.

Guests are inormed when theybook a bedroom that dinner isserved in a separate restaurant.

Access is easy, e.g. withinapprox. 250 metres walking(1/4 mile or ten minute walk),preerably umbrella provided,or within 5/10 minutes ihotel provides complimentarytransport.

There is a acility or guests tocharge meals and drinks to theirhotel account.


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2.4BREAKFAST

23


2.4BREAKFAST

OneStar TwoStar

2.4.1Provision


As One Star. As One Star. As One Star. As One Star. A cooked and continentalbreakast provided in adesignated eating area on thepremises and advertised as such.

2.4.2Breakasttimes Breakast served or at least onehour.

Breakast served or at least oneand a hal hours.

Breakast served or at least twohours.

Breakast served or at leastthree hours.

Breakast served or a period otime and not at only one fxedtime. Appropriate breakasttimes where there is a specifcmarket need, e.g. city centrehotels, airport hotels and ruralhotels.

2.4.3Pricing As One Star. Breakast available to non-residents, with the price clearlydisplayed.

As Three Star. As Three Star. Breakast price on display whena room-only rate option isavailable.

The price o any breakast itemscarrying an additional chargeclearly advertised.

2.4.4Menu A clean and well-presentedmenu provided or breakastsserved rom the kitchen.

Where there is a buet, anyitems available but not includedon the buet, detailed on amenu.

As Two Star. A menu detailing the ullbreakast range provided orguests opting or table service.

A menu detailing the ullbreakast range provided.

A verbal explanation o dishesavailable is acceptable.

2.4.5Rangeodishes

A choice o additional hot andcold items, including vegetarianoptions.

Guests oered a choice o howtheir eggs are cooked.

A good range o hot and colditems, together with a choice ogood quality accompaniments.Possible examples includepreserves, ground anddecaeinated coee, teas,butters and spreads.

Guests oered a greater choiceo how their eggs are cooked toinclude ried, poached, boiledand scrambled.

A very good range o hot andcold items.

A comprehensive range oexcellent quality hot and colddishes. Examples might includeresh juices and ruits, coldmeats and cheeses, ree rangeeggs, local specialities, resh fshand range o bakery items andpastries, special dietary produceand a comprehensive range oappetising hot items.

A set menu is acceptable.

Core items to include ruit juice,cereal, bacon, egg, coee, teaand toast or regional variations.A minimum choice o two hot

items.

2.4.6Foodquality Food prepared with a quitegood level o skill, care andpresentation and served at thecorrect temperature.

Good quality ingredientscooked and presented to a goodstandard.

Consideration given toproviding healthy eatingoptions.

All ood cooked correctly andprepared with a very good levelo skill, care and presentationand served at the correcttemperature.

High quality ingredients cookedand presented to an excellentstandard.

All hot oods well presentedand served at the correcttemperature on hot plates.

Care taken to ensure that juicesare chilled, toast is crisp andcoee/tea is reshly made.


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2.5OTHERMEALS


2.4BREAKFAST

OneStar TwoStar

2.4.7Styleoservice


As One Star. As One Star. Table service advertised andavailable on request.

Table service oered.

Where there is a buet, a higherlevel o assistance available.

Sel-service buet-style isacceptable. However, buetsshould be replenished on aregular basis. Where provided,buets laid out and operatedin a practical and customer-riendly manner.

Hot beverages served at thetable.

AllStarRatings

Breakast tables laid with a table setting or each guest o main knie, sideknie, ork, cereal spoon, cup, saucer, tea spoon, side plate and napkin.The table laid with salt, pepper, sugar, milk, butter and preserves.

Last orders or dinner no earlierthan 6.30 p.m. A fxed mealtimeis acceptable but not beore6.30p.m.

Some snacks or cold mealprovision or late arrivals, byprior arrangement.

It is acceptable or residentguests to be asked to choosedishes or dinner at an earliertime o the day. However, guestswho preer to choose later,including up to last order time,must be able to do so withoutbeing put under any pressureto choose earlier. New arrivalsshould not be asked to choosedishes or dinner in advance oarrival.

Last orders or dinner no earlierthan 7p.m. A fxed mealtime isacceptable but not beore 7p.m.

Last orders or dinner no earlierthan 8p.m. A fxed mealtime isacceptable but not beore8p.m.

Guests not expected to choosedishes or dinner at an earliertime o the day.

Last orders or dinner no earlierthan 9p.m. A fxed mealtime isnot acceptable.

Last orders or dinner no earlierthan 10p.m.

2.5.1Dinner:hoursoservice

Two courses available. The maincourse should be a substantialhot dish. In addition a coldalternative should be provided.

As One Star. Three courses available.

A choice o substantial hot andcold dishes.

As Three Star. An extensive choice o ood.

A broad range o dishes ooutstanding quality.

2.5.2Rangeodishes

2.5OTHERMEALS

2.4BREAKFAST


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27


2.5OTHERMEALS 2.5OTHERMEALS

OneStar TwoStar

2.5.3Menuandpricing


Written menus provided. Dinneravailable to residents guests,with the price clearly displayed.

Written menus with pricesclearly displayed.

As Three Star. Well presented menus withprices clearly displayed.

Acceptable quality, clean, wellpresented written menus, withaccurate descriptions. However, it isacceptable instead to oer a verbaldescription o the dishes available.

The price o dinner should bedisplayed i the accommodationtari does not include dinner.

Clearly advertised price or anysurcharge made or a particulardish.

Additional charges, such as VAT,service, and cover charge, clearlyidentifed on the menus.

2.5.4Foodquality All meals prepared with a quitegood level o skill, care andpresentation and served at thecorrect temperature.

More evidence o resh oodsbeing used.

All meals, including any roomservice, prepared with agood level o skill, care andpresentation and served at thecorrect temperature.

Particular attention givento ood quality rather thanextensive menus.

All meals, including any roomservice, prepared with a verygood level o skill, care andpresentation and served at thecorrect temperature.

All ood cooked correctly andpresented in an appetising way.

All meals, including any roomservice, prepared with anexcellent level o skill usingresh produce.

Cuisine quality meeting a highinternational standard.

Provision made or a variety odietary requirements.

All meals reshly cooked/prepared on the premises withan acceptable level o skill andpresentation, and served at thecorrect temperature. Evidenceo some resh produce.

At least one vegetarian optionavailable (at least on request) ateach course.

2.5.5Styleoservice As One Star. The main course, served to theguest at their table on request.

A carvery is acceptable.

Table service o at least maincourse should be provided.

All courses served to the guestat their table.

A sel-service operation, e.g.carvery or buet-style, isacceptable

2.5.6Wineandwineservice

A range o red and white winesoered.

Sta demonstrating knowledgeabout the wines available.

A choice o good quality winesoered.

Clean and well presented winelist, clearly and accuratelylisting the choice o wines and

measures available, should beprovided.

Sta demonstrating goodknowledge o the winesavailable.

Very good range and quality owines oered.

An inormative anddetailed wine list.

Excellent range and quality owines oered.

Sta demonstrating excellentwine knowledge and wineservice skills.

Red and white wine provided.

Wine prices and measuresclearly displayed.

Sta demonstrating basicknowledge about the wines

available, e.g. country o origin.


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2.5OTHERMEALS

OneStar TwoStar

2.5.7Alcoholicdrinkservices/licences(asapplicableunderthelicensing

lawsineachcountry)

29


2.5OTHERMEALS


A current liquor licence orequivalent.

Alcoholic drinks served at mealtimes to residents.

A range o drinks available in abar or lounge. Honesty bars anddispense bars are acceptable.

A price list displayed whereverdrinks are served.

As One Star. Alcoholic drinks servedthroughout the day and eveningto residents and their guests.

A wide range o drinks providedin a bar or lounge.

Table service should be providedin the lounge i there is no barcounter.

Alcoholic drinks served 24-hoursto residents.

Table service on request.

A comprehensive range odrinks, including wines andcocktails.

Table service provided.

2.5.8Lunchservice Lunch service is not required. As One Star. As One Star. A superior brasserie/bistro/baris acceptable or lunches,providing that guests are able to

eat at a ull height dining table,and order and be served at thetable.

A choice o hot and cold dishesat each course o starters, maincourses and desserts.

Lunch served in a ormalrestaurant.

Extensive choice at each course.

2.5.9Lightrereshments,snacksandaternoonteas

Hot and cold drinks available toresidents and their guests in thepublic areas during the day andevening, at least rom 10a.m. to10p.m. This service to be clearlyadvertised.

Guests may be required toorder at reception or at the bar.(Reerral to in-room acilities isnot acceptable.)

As One Star. Light rereshments o atleast hot and cold drinksand sandwiches available toresidents and their guests in thepublic areas throughout the dayand evening.

Light rereshments and hotand cold snacks available toresidents and non-residents inthe public areas throughout theday and evening.

Guests able to order and beserved at their table.

Light rereshments and hotand cold snacks available toresidents in the public areas 24-hours.

Full aternoon tea available.

2.5.10Roomservice:provision

Optional except in the case oillness.

Any room service provided maybe limited in choice.

As One Star. Room service o hot and colddrinks and light snacks, e.g.sandwiches, during daytime andevening.

In addition, one meal, possibly

continental breakast or dinner,clearly advertised in bedrooms.

For dinner, this should include achoice o substantial hot dishes,e.g. steak, pasta.

24-hour room service o lightsnacks such as sandwiches andhot and cold drinks includingalcoholic drinks.

Provision o a range o

substantial hot and cold dishesduring lunchtime and eveningrestaurant hours.

24-hour room service o hot andcold snacks and drinks includingalcoholic drinks.

Guests able to choose rom theull dinner menu


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31


2.5OTHERMEALS2.5OTHERMEALS

OneStar TwoStar

2.5.11Roomservice:serviceandpresentation


As One Star. Room service items wellpresented and served on atray large enough to easilyaccommodate its contents.Appropriate cutlery, crockeryand condiments provided.

Prompt and efcient service.

Procedure in place to arrangeor the collection o trays etc.

A priced menu o room serviceitems and times o serviceprovided in the bedrooms.

As Three Star. Room service ordered, deliveredand cleared in a highlyproessional and efcientmanner and without impactingon other services.

Full room service o lunchand dinner during restauranthours. Service delivery allowseach course to be eaten atthe correct temperature. Allmeals served on a dining tableor heated trolley, or each hotcourse delivered separately.Presentation o the higheststandard.

Where provided, careullypresented room serviceand large enough tray toaccommodate contents.

2.5.12Roomservice:breakast

As One Star. Where room service is served:

Hot drinks should be reshlyserved with any room servicebreakast.

Where room service breakast isonly continental, there shouldbe a substantial choice o items.

Guests able to order theirmorning breakast by phone orbreakast order card withoutleaving their room either in themorning or the night beore.

Room service o bothcontinental and ull cookedbreakast advertised andprovided.

A wide choice o substantial hotand cold dishes.

No requirement.


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2.6BEDROOMS

33


2.6BEDROOMS

OneStar TwoStar

2.6.1Provision


Means o securing bedroomdoors rom inside and out, and akey or keycard provided.

Quite good quality andcondition with some evidence oco-ordination in the standard ourniture, urnishings, ooring,

fttings and decor.


Good quality and condition,with a matched and well co-ordinated standard o urniture,urnishings, ooring, fttings

and decor. Better levels o sound insulation

provided by more substantialdoors and walls.


Very good quality andcondition, with a superiorstandard o urniture,urnishings, ooring, fttings

and decor.


Excellent intrinsic quality andcondition, with a luxuriousstandard o urniture,urnishings, ooring, fttings

and decor. Internal and external noise

levels absolutely minimal.Possibly achieved by use odouble-glazing, excellentstructural insulation and aspacious bedroom lobby area.


Acceptable quality andcondition in the standard ourniture, urnishings, ooring,fttings and decor.

Every eort made to minimisenoise levels rom adjacent roomsand corridors, e.g. creakingoorboards, noisy extractorans, mechanical toilets, noisyplumbing etc.

Hotels situated in a particularlynoisy environment in a citycentre or by an airport needto have tried to minimise noise,possibly by using double/tripleglazing.

Minimum o six lettingbedrooms.

2.6.2Generalquality

As One Star. As One Star. As One Star. As One Star.


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2.6BEDROOMS

OneStar TwoStar

35


2.6BEDROOMS


As One Star. Bed linen including duvet covers(even i top sheet provided)changed at least every threedays and or each new guest.

As Three Star. Bed linen, including duvetcovers (even i top sheetprovided) changed at least everytwo days and or each newguest.

Rooms prepared in advance othe guests arrival possiblyincluding setting an appropriateambient temperature or thetime o year, airing the roomwell, closing curtains andputting on a light during thehours o darkness.

An evening housekeeping

service provided and advertised possibly including some o theollowing services: bed turneddown, bins emptied, curtainsdrawn, towels tidied, roomservice trays removed.

All bedrooms cleaned daily, andchecked to ensure a very highstandard o cleanliness. Roomslooking clean and smellingresh. Particular attention givento rooms used by smokers.

All walls, ceilings, pipes, ledges,equipment and fttings, whichare beyond reach rom oorlevel, cleaned on a regular basis.All at suraces, equipment andurniture ree rom dust, dirt,grease and marks.

All beds made daily. Bed linen,

including duvet covers (even itop sheet provided) changedat least once in every week andor each new guest. (Exceptionmade when, as part o a hotelsclearly advertised environmentalpolicy, guests are invited toagree to a less requent changeo linen during their stay).

Rooms prepared with the righttemperature and ventilationready or the guests arrival.

Good practice procedureollowed so that clean beddingis kept o oors and in-roomcrockery and glassware arehygienically washed.

2.6.3Housekeeping


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2.6BEDROOMS

OneStar TwoStar

2.6.5Suites

37


2.6BEDROOMS


Not required. As One Star. As One Star. At least one suite to beavailable, as either a permanentfxture or by temporaryconversion, i.e. by opening aninter-connecting room.

N.B. A suite consists of at leastthree separate rooms bedroom,bathroom and sitting room, allwith doors.

A number o permanent luxurysuites available.

2.6.4Sizeandspaciousness

All bedrooms with sufcientspace to allow guests reedomo movement around allurniture and fttings includingsoa beds. Rooms small butcareul planning ensures bestuse o space.

The ceiling height or the majorpart o the room sufcient ora person o 6t to move aroundwithout stooping. Sloping eavesand roos acceptable providedthey do not impinge on a majorpart o the room.

When we assess theacceptability o bedroom size,we will take into account theusable space available. Thereshould be no restriction o reemovement.

Family rooms should be morespacious.

Doors and drawers ullyopenable without having tomove urniture.

All bedrooms more generouslyproportioned with convenientlayout o urniture or practicaluse.

Easy and convenient use oacilities, e.g. use o suraceswithout moving tea tray or TV,access to power points etc.

All bedrooms with good reespace to allow the appropriatelevel o room service.

Area available or luggagestorage without cluttering theroom or obstructing access.

Consideration given to locationo bedroom acilities, includingpower sockets or ease o use.This also includes televisionsbeing placed at a convenientviewing height and visible romthe bed and rom easy seating.

Family rooms to be substantially

more spacious.

All bedrooms with a very gooddegree o spaciousness, allowingample ease o use or guestsand considerably exceeding theminimum entry requirements.

Provision made or room servicemeals to be eaten in comort.

Where the hotel has asubstantial leisure market, thedining comort o both guests ina double/twin room taken intoaccount.

The signifcant majority obedrooms very spacious,allowing generous ease o useor movement, comort, diningand relaxation.

All bedrooms with a well-planned layout relative to theneeds o the guest, i.e. businessor leisure use. Greater spacewould be expected wheretemporary beds or bed-setteesare used.

Room size, layout and deliverymethod ensures the highest

guest dining experience orroom service.


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Minimum bed sizes, includingsoa beds and bunks, as ollows:

Single: 190cms x 90cms (6t3ins x 3t)

Double: 190cms x 137cms(6t 3ins x 4t 6ins) 122cms(4t) beds to be designated assingles.

(76cms (2t 6ins) beds areunacceptable, except in amilyrooms where they are clearlydesignated or children only.)

Soa beds are not acceptable aspermanent bed spaces.

Bunk beds (permanent bedspaces) are acceptable or childuse only. When bunk beds areused, guests told when theymake the booking.

All beds, includingsupplementary beds, such asz-beds, soa beds etc., to be oacceptable quality and in goodcondition. They should have asound base and sprung interior,oam or similar quality, modern,comortable mattress.

Secure headboard or equivalenton all permanent beds

Beds and headboards o betterquality and condition.

All childrens beds to be ulladult size. Single: 190cms x90cms (6t 3ins x 3t.)

Soa beds meeting the bed sizerequirements or permanentbeds.

Beds and headboards o goodquality and condition.

A choice o larger-sized beds.Very good quality beds, e.g.pocket sprung mattress andbase, in very good conditionwith superior headboards orsimilar.

Beds or single occupancy toexceed 90cms (3t) in width.

Beds or double occupancy to beat least 153cms (5t) in width.

Several beds to exceed this size.Bunk beds are not acceptable.

Beds and headboards oexcellent quality and condition.

N.B. Bunk beds should have aminimum 75cms (30ins) clear

space between the mattress of thebottom bed and the underside ofthe top bed.(Bunk Bed Regulations 1997).


2.6BEDROOMS

OneStar TwoStar

39


2.6BEDROOMS


2.6.6Bedsize:quality

2.6.8Beddingrequirements

AllStarRatings

Two sheets, two blankets and a bedspread OR one/two sheets andduvet with cover per bed. Tog rating appropriate or the time o yearand location. Traditional bedding available on request when duvets areprovided.

Where eather duvets or pillows are used, a non-allergenic alternativeavailable on request.

Two pillows in individual pillowcases, per person.

Spare pillows and blankets available on request.

Any additional bedding kept in bedrooms to be clean, resh and wrapped.

A mattress protector provided or each bed. Plastic or rubber mattress protectors are not acceptable exceptor childrens beds.

2.6.7Bedaccess There should be access toboth sides o beds or doubleoccupancy.

Easy access to both sides o bedsor double occupancy.

Good access to both sides obeds or double occupancy.

As Three Star. Generous access to both sides obeds or double occupancy


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2.6BEDROOMS

OneStar TwoStar

2.6.9Beddingquality

41


2.6BEDROOMS


Bedding o good quality andcondition. 100% man-madefbre sheets are unacceptable

As One Star. As One Star. Bedding o very good qualityand condition. The presentationo the bed enhances the overallimpression o the room.

Beds presented to an excellentstandard. All bedding othe highest quality andimmaculately laundered.

2.6.10Decor:walls,ceilingandpaintwork

Decor in sound condition. A quite good standard o decorand paintwork.

A good standard o decor andpaintwork in good conditionwith some thought given to co-ordination o design.

Some use o decorativeenhancements whereappropriate.

Very good quality, proessionallyapplied wall coverings withdecorative enhancements whereappropriate.

Decor and paintwork in verygood condition.

Decor showing attention todetail and co-ordination odesign, as well as fnished toa proessional standard. Wallcoverings and paintwork oan excellent intrinsic qualityand condition. High qualitypaintings and prints in evidence.

2.6.11Heatingandtemperaturecontrol

Heating provided at no extracost, and controllable (on/o) bythe guest.

Supplementary heatingprovided in rooms on requestwhen temperature levels arenot within the control o theguest, e.g. some central heatingsystems.

Heating to come onautomatically prior to breakastand during main hours o guestoccupancy, e.g. check-in andearly evening.

Heating able to heat theentire bedroom saely, quietly,adequately and quicklywhatever heating systemis used.

Automatic fxed heating at noextra cost.

Fixed individually controlledthermostatic heating.

Best practice suggests an eortbe made to provide ans onrequest or guests use in hotweather.

Individually controlledthermostatic heating operable24-hours.

Fans provided during hotweather when air conditioningis not provided.

2.6.12Lighting Bedrooms well lit with, as

guidance, an overall lightinglevel o at least 160 Watts in asingle room and 220 Watts in adouble. A low energy light bulbis acceptable.

A shade or cover provided or allbulbs, unless decorative.

At least one light controlledrom the door.

Bedside reading light or andcontrollable by each person, inaddition to the light controlledrom the door. However, twinbeds may share a centralbedside light.

Quite good lighting intensity

with greater level o light, i.e.higher wattage. Fluorescentlighting alone is not acceptable.

Good lighting intensity with

thought given to ambience anda range o lighting options.

Lighting specifcally providedto illuminate the writing desk/dressing table.

Very good levels o lighting

with good positioning andease o use, including lightingspecifcally or the lobby area,wardrobe area, dining area andeasy seating.

Two bedside lights in a twinbedded room.

Excellent levels o lighting

with a range o separatelycontrollable options.

One bedside light per person.

Room lighting controllable romthe bedside.


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2.6BEDROOMS

OneStar TwoStar

2.6.13Windows

43


2.6BEDROOMS


Opaque curtains, blinds orshutters provided on allwindows including glass panelsto doors, anlights and skylightwindows so that guests haveprivacy and can exclude anylight rom outside the room.All window coverings to beproperly ftted or hung.

Curtains large enough to draweasily and completely across thewidth and height o the windowwith or without linings.

In ground oor bedroomsadditional privacy provided bymeans o a net curtain or blind.

Window coverings o quitegood quality and condition. Allcurtains lined.

Window coverings o goodquality and condition. Curtains,where used, substantial withample drape and width.

Window coverings providing ullblackout in hotel rooms witha specifc market need, such ashotels in city centres with highlevels o outside illuminationand airport hotels with guestson dierent time zones.

Window coverings o a verygood quality and condition.

Excellent quality windowdressing. Window coveringsproviding ull blackout.

AllStarRatings

At least one window that can be opened saely and which providesgood levels o direct natural light and ventilation. Windows well ftted,easy to shut and open and remain open. A pole provided to open anyVelux-style windows or skylights.

Rooms without windows are not acceptable.

2.6.14Windowcoverings

All ooring, carpets, rugs, hardwood ooring etc. properlyftted and o an acceptablequality and condition.

Slip-resistant rugs or matsplaced by the bedside wherethere is no ully ftted carpet.

Flooring o a quite good qualityand condition throughout.

Flooring o a good quality andcondition throughout.

Flooring o a very good qualityand condition throughout.

Flooring o an excellent qualityand condition throughout.

2.6.15Flooring

All urniture, sot urnishingsand fttings providingacceptable ease o use ando an acceptable quality andcondition.

All urniture, sot urnishingsand fttings providing asatisactory ease o use ando a quite good quality andcondition.

All urniture, sot urnishingsand fttings providing good easeo use and o a good quality andcondition.

All urniture, sot urnishingsand fttings providing very goodease o use and o a very goodquality and condition.

All urniture, sot urnishings,and fttings providing excellentease o use and o an excellentquality and condition.

2.6.16Furniture,soturnishingsandfttings

Security fttings installed on all bedroom windows where, when open, access could be gained rom outside,e.g. patio doors and windows near fre escapes.

It is acceptable or a bedroom to overlook a large internal atrium. The bedroom should be ventilated andnaturally illuminated.

Air conditioning provided where windows are not able to open.

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

Sot Furnishings include curtains, cushions etc.

Fittings include mirrors, light fttings, heating appliances, lightshades etc.


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2.6BEDROOMS

OneStar TwoStar

2.6.17Tables

45


2.6BEDROOMS


Dressing table or equivalentsuch as substantial at suraceor desk providing sufcientree space or practical use withmirror adjacent.

Lighting adequate or use.

Conveniently positioned spare13 Amp power socket.

A bedside table or equivalentprovided or each person. Twinbeds may share a bedside table.

N.B. A chair instead of a bedsidetable is not acceptable.

Dressing/writing table provided. Dressing/writing table with clearunder-space so guests can easilyuse it.

Lighting provided specifcally toilluminate the dressing/writingtable.

Dressing/writing table providingvery good and ample ree space.

Occasional/dining tables oappropriate height or dining unless trolleys are used.

N.B. A shelf instead of a bedsidetable is not acceptable.

As Four Star.

2.6.18Clothesandluggagestorage

Wardrobe or clothes hangingspace.

N.B. An alcove is an acceptablesubstitute but hooks on walls orbehind doors are not.

Acceptable drawer or shelspace. Drawers running reelyand lined or with an easilywiped interior surace.

A raised surace that is nota bed or chair, usable orunpacking luggage.

The amount o clothes storageprovided suitable or the style ohotel and the number o gueststhe room will accommodate.

Sufcient at least six goodquality hangers (not wire) perperson.

As One Star. Dedicated area or unpackingluggage possibly a moveablestand.

Alcoves acceptable only whenlocated in the entrance or lobbyarea.

A ully ftted or ree-standingwardrobe.

N.B. Open alcoves not acceptable.A generous amount of clothesstorage.

A wide range o qualityhangers (not wire) provided.

Illumination inside thewardrobe expected.


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47

2.0DETAILEDQUALITYGUIDANCE2.0DETAILEDQUALITYGUIDANCE

2.6BEDROOMS 2.6BEDROOMS

OneStar TwoStar

2.6.19Seating


All chairs upholstered onseat and back. Stools to haveupholstered seats.

Single one easy chair.Where this is the only chair,consideration given or easeo use at the dressing/writingtable, or an additional chairprovided.

Double/twin two easy chairsor one easy chair plus oneupholstered stool.

N.B. An easy chair has arms, fullyupholstered on seat and back andoffers a greater degree of comfort.

Double/Twin two easy chairs(stools are not acceptable).

Where the hotels marketis predominantly businessclientele, a substantial (armedand upholstered) chair at thedressing table/desk may replacethe second easy chair.

Seating used or room serviceeating o an appropriate styleand height.

Single one substantial easychair plus an additional chairproviding comortable use atthe dressing/writing table.

Double/twin two substantialeasy chairs plus an additionalchair providing comortable useat the dressing/writing table.

Single one chair. Double/twin two chairs or one chair plusone stool.

Seating provided appropriate tothe style and size o the room.

2.6.20Mirrors At least two mirrors in thebedroom, one o which must bea ull-length mirror and one atthe dressing table area.

As Two Star. As Two Star. As Two Star. At least one mirror in thebedroom.

I there is only one mirrorit should be a ull-lengthmirror and be placed next tothe dressing table surace orequivalent. A ull-length mirroris a mirror o suitable size and ina convenient position or gueststo see themselves rom headto toe.

2.6.21Beverage-makingacilities

As One Star. A wider range o hot drinkslikely to be provided, e.g. choiceo teas, biscuits, and otherdrinks such as hot chocolate.

As well as 24-hour room service,the availability o a hospitalitytray, i not provided, advertisedto guests.

In-room acilities, whereprovided, o an excellentstandard, e.g. china cups andteapot, choice o hot drinksincluding a range o specialityteas, resh milk, and reshlyground coee.

Tea/coee-making acilitiesprovided in bedroom, unless 24-hour room service is advertisedand available.

Where only room service isprovided, the availability oa hospitality tray at no extracharge to be advertised toguests.

Fresh milk available on requestand ingredients or making

hot drinks kept wrapped or inlidded containers.

Kettles should not have to beoperated at oor level.


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49


2.6BEDROOMS 2.6BEDROOMS

OneStar TwoStar

2.6.22In-roomentertainment


As One Star. TV remote control provided.

Guests able to watch TV incomort rom both a chair andthe bed.

Radio provided in each bedroom possibly part o televisioninstallation.

Televisions with generously-sized screens greater than46cms (18ins).

Additional audio-visual optionsprovided as well as terrestrialchannels, e.g. in-house channels,CD Player, DVD or video library,satellite, cable, and PlayStationetc.

A range o radio channels.

Colour TV available inbedrooms.

All available channels properlytuned in.

Televisions may be saelymounted on a wall bracket. Easeo viewing and saety takeninto account when positioningtelevision.

A radio with all availablechannels properly tuned inprovided, on request, in eachbedroom.

Where clock radios are used,

instructions or use providedand clock set accurately.

2.6.23Communicationandbusinessservices

As One Star. Direct dial telephone provided.

Telephones displaying the hoteltelephone number, the bedroomextension/telephone numberand instructions on how to useany additional services such astelephone message services androom-to-room calls.

Notepad with pen or pencilprovided.

An additional socket orinternet connection, wherethere is a business market need(required by 1 January 2008).

Writing materials, includingstationery.

A minimum o two direct dialtelephones one at the bedsideand one on the desk/dressingtable.

Broadband connection (requiredby 1 January 2008).

Guests able to call individualhotel departments directly.

Bedroom telephone optional.

Where not provided, a meanso communication with staat night in the event o anemergency must be provided,and advertised in the bedroom.

Telephones, where provided,displaying the hotel telephonenumber together withthe bedroom extension ortelephone number.

Telephones, where provided,with instructions on how to useany additional services such astelephone message service, androom-to-room calls.

2.6.24Telephonecharges

Where telephones are provided, rate card displayed in bedroomsillustrating typical charges or local, long-distance, international, internet,use o phone cards and connection to mobile phones.

Hotels expected to provide, as a minimum, the ollowing inormation toguests:

The cost o one 5 minute local call at peak rate.

The cost o one 5 minute local call at o-peak rate.

The cost o one 5 minute long-distance call at peak rate.

The cost o one 5 minute long-distance call at o-peak rate.

The cost o one 5 minute international call at peak rates, e.g. USA.

The cost o one 5 minute international call at o-peak rate, e.g. USA.

In addition, an explanation o what constitutes a local and long-distancecall should be given as well as a clear explanation o peak and o-peak.

AllStarRatings


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51


2.6BEDROOMS


2.6BEDROOMS

OneStar TwoStar

2.6.25Hairdryers


As One Star. As One Star. An additional hairdryer to beavailable on request when thehairdryer is in a fxed location inthe bathroom.

As Four Star. A hairdryer provided in everybedroom (by 1 January 2008).

2.6.26In-roominormation

As One Star. As One Star. A more comprehensive guestdirectory.

Consideration given tomultilingual and visuallyenhanced material.

Hotel services and acilitiesadvertised in all bedrooms,(possibly in a room inormationolder). This should include theollowing where applicable:

How to summon assistance in anight-time emergency.

Multilingual instructions ordiagram or fre evacuationprocedure.

Telephone inormation, e.g.charges, internal directory, localservices.

Meal times (and menus).

Room service menu.

Message taking service.

Laundry/pressing/dry cleaningservice.

How to use TV, radio and allelectrical appliances.

Do not disturb notices orguests to use.

Shoe cleaning acilitiesadvertised i not already in thebedroom.

Iron and ironing boardadvertised as available, inot already provided in thebedroom, even i a trouser pressis provided in room.

2.6.27Miscellaneous As One Star. As One Star. As One Star. An in-room sae (required by 1January 2008).

A waste paper container non- ammable i smokingpermitted.

An ashtray where smokingpermitted.

A drinking tumbler per guest, inclear glass, scratchless plastic orwrapped disposable.

Sufcient and convenientlysituated power sockets allowingor the sae use o all electricalequipment provided.


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2.7ENSUITEBATHROOM&SHOWERROOMSANDPRIVATEFACILITIES



OneStar TwoStar

2.7.1Provision


As One Star. All bedrooms to have en suitebathrooms or shower rooms,which all have WC and bath orshower.

A ull-sized washbasin. Wheresited in the bedroom area,likely to be in a vanity unitcommensurate to Three Starquality.

All bedrooms to have ensuite bathrooms. All en suiteswith WC and thermostaticallycontrolled showers. At least halo these with a bath in additionto the shower.

Where there is no bath, thequality o the shower fttings,water pressure, space etc. mustbe o an excellent standard tocompensate or the loss o thebath.

Washbasin situated within theen suite acility or designated

dressing area.

All bedrooms with en suiteacilities with WC, bath andthermostatically controlledshower.

All bedrooms to have en suitebathroom or shower rooms orprivate acilities, which all haveWC and bath or shower.

A private acility is onedesignated solely or theoccupants o one bedroom,situated close to the bedroomon the same oor and lockablewith a key provided (guestsinormed o this at the time obooking).

Access to private bathrooms orWCs, or extra public bathrooms,

rom bedrooms via public areassuch as reception or lounge etc.is not acceptable.

A washbasin with hot and coldrunning water and a minimuminternal measurement o 36x 24cms (14 x 9.5ins). Basinprovided in either the bedroom,en suite or private acility.

N.B. An en suite facility has thebath or shower and WC situatedin room(s) with door(s) separate tothe bedroom. In-bedroom showersare not acceptable.

2.7.2Generalquality(appliestoallbathroomand

showerroomstypes)

All bathrooms o quite goodquality and condition, andproviding satisactory ease ouse with some evidence oco-ordinated fttings, ooringand decor.

All bathrooms o good qualityand condition, and providinggood ease o use with matchedand well co-ordinated fttings,ooring and decor.

All bathrooms o very goodquality and condition, andproviding very good ease ouse with a superior standard ofttings, ooring and decor.

All bathrooms o excellentquality and condition, andproviding excellent ease o usewith a luxurious standard ofttings, ooring and decor.

All bathrooms o acceptablequality and condition withpractical fttings, ooring anddecor providing ease o use.

Practical, well-ftted and easilycleanable ooring.

Best practice suggests that

washable ooring is morehygienic than carpeting.

Particular attention given tomaintenance and lighting levels.

2.7.3Roomsize As One Star. Bathrooms more spacious andwith a good degree o reespace.

As Three Star. Spacious bathrooms withgenerously-sized bath, basin andshower.

Bathrooms o sufcient size oradequate guest comort andease o use.


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2.7ENSUITEBATHROOM&SHOWERROOMSANDPRIVATEFACILITIES 2.7ENSUITEBATHROOM&SHOWERROOMSANDPRIVATEFACILITIES

OneStar TwoStar

2.7.4Watersupply


As One Star. Sufcient hot water available atall times.

As Three Star. As Three Star. Sufcient hot water providedat all reasonable times usually7a.m. until 10p.m.

Baths and showers providinga strong and easily adjustableow o water.

2.7.5Equipmentinensuiteandprivateacilities

AllStarRatings

All bathrooms or shower rooms private and en suite equipped with:

Internal lock or bolt on all private bath or shower rooms (not necessaryor en suites).

A mirror situated above or adjacent to the washbasin.

Bath or shower, washbasin and mirror. Adequate storage with space or guests own toiletries.

Soap and soap dish.

Hook or clothes.

Non-slip surace or mat or use in baths or showers.

2.7.6Lighting,heatingandventilation

Combined light and heater isnot acceptable.

Good lighting, heating,ventilation and extraction.

A heated towel rail orequivalent (with on/o switch)operational throughoutthe year, or some means oproviding guests with additionaldry towels on request.

Excellent light intensity overall,especially at the mirror.

Excellent heating, ventilationand extraction.

Lighting: adequate coveredlighting in all bathrooms,shower rooms and toilets.Lighting provided above oradjacent to the washbasinmirror.

Heating: adequate heating.Heater light bulbs are notacceptable. All bathrooms withan external window requirededicated heating. A heatedtowel rail is acceptable.

Ventilation: adequateventilation and extraction(window or extractor an).Where a Velux-style window orskylight acts as the only ormo ventilation, a pole or othermeans o opening should beprovided. Opaque windowcovering required (see aboveunder 2.7.5).

Security fttings installed on anybathroom window which couldbe let open and access gainedrom outside, e.g. windows nearfre escapes.

Towel rail or equivalent sufcient or the number o guests in the room.

Conveniently located electric shaver point, with voltage indicated.

Windows ftted with curtains, blinds or shutters to ensure privacy.

Window coverings (possibly not necessary or Velux-style windows) ftted in the

ceiling and in no way overlooked.All toilets equipped with:

A lidded WC.

Toilet paper and holder plus spare toilet paper.

A lidded sanitary disposal bin and sanitary bags.


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OneStar

TwoStar

ThreeStar

FourStar

FiveStar

57





As One Star.

OneStar TwoStar

2.7.7Towelsandtoiletries


Generously-sized, co-ordinatedtowels o good quality andcondition.

Good quality soap, shampooand bath/shower gel provided.

Emergency toiletries such astoothbrush, and disposablerazor available, possibly or acharge.

A range o very good qualityguest toiletries.

A range o towels whichincludes bath sheets, robes andace cloths o excellent qualityand condition.

An excellent range o luxuryguest toiletries (or examplehand soap, bath soap, shampoo,gels, body lotion, tissues etc.)

A clean, absorbent, cotton handand bath towel provided oreach new guest and changedevery day except where, as parto an advertised environmentalpolicy, guests agree to a lessrequent change during theirstay.

Bathmat (paper mats notacceptable).

Fresh soap provided oreach new letting. Particularattention paid to the cleanlinessand hygiene o liquid soapdispensers where provided.


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Acceptable levels o lightingappropriately positioned orsaety and comort in all publicareas, including sufcient lighton stairways and landings atnight.

Good levels o heating andventilation, providing anambient temperature andadequate air ow at all times othe year.

Adequate ventilation i smokingis permitted.

59


2.8PUBLICAREAS 2.8PUBLICAREAS

Furnishings, fttings and decoro acceptable quality andcondition.

Acceptable space and comortor guests, relative to thenumber o bedrooms.

Furnishings, fttings and decoro a quite good quality andcondition.

Quite good space and comortor guests.

Decorative enhancementscreating a welcoming ambience,e.g. pictures, mirrors, plants,ornaments etc.

Acceptable space and comortor the needs o residentsguests or meals or drinks.

Furnishings, fttings and decoro good quality and condition.

Good space and comort orguests, and non-residents,possibly including separatesitting areas and a choice oseating styles.

Furnishings, fttings and decoro very good quality andcondition.

Very good space and comortor guests, taking into accountthe needs o dierent markets(e.g. business or leisure).

Furnishings, fttings and decoro an excellent quality andcondition, providing an overallluxurious standard.

A choice o environmentso sufcient size to providegenerous personal space.

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

OneStar TwoStar

2.8.1Generalquality:allpublicareas(bars,lounges,reception,restaurantsetc.)


As One Star. Good levels o lighting withthought given to both intensityand to positioning, e.g. orreading menus.

Very good lighting, givingsufcient light or all practicalpurposes and also designedto good eect showing oeatures.

Excellent lighting.

Excellent temperaturecontrol, which may include airconditioning.

2.8.2Lighting,heatingandventilation


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2.8PUBLICAREAS


2.8PUBLICAREAS

OneStar TwoStar

2.8.3Receptionareas/lobby


The reception acility separaterom a bar counter. A bar usedor reception purposes is notacceptable.

Sufcient space or guestsarriving with luggage.

Dedicated reception area withdesk, counter or table.

N.B. A hatch or occasional table isnot acceptable.

Greater amount o space andcomort (including seating) orarriving and departing guests.

A clearly designated receptionarea within an impressive oyeror entrance hall.

A clearly designated receptionacility that is at least a hallwayand either an appropriate atsurace, a hatch or the use o atable in the hotel ofce.

A clearly designated area atone end o a bar counter isacceptable.

A bell or internal telephoneprovided to summon attentionwhen sta not present.

2.8.4Bars,lounges,sittingareasandrestaurants

As One Star. Suitable seating layout and

range o urniture appropriateor meeting the market needs ocertain hotels, e.g. hotels wherebusiness meetings take place orwhere rereshments are oeredin the lounge.

There should be sufcient ull

height dining tables, especiallyat breakast, to prevent delays.

The environment o all sitting

areas o excellent quality andcondition, and o sufcient sizeand with well-designed layoutto provide generous personalspace and privacy or guests.

A variety o seating stylesexpected.

Sitting areas not necessarily alllounges but certainly oering arange o environments.

Restaurant tables should havesufcient space around them toallow a high degree o privacyand reedom o movement.

A bar or lounge with adequate

comortable seating or residentguests accessible throughout theday and evening at least rombreakast time to 10p.m.

Provision o urther seatingwhere there is a market need,e.g. in resort hotels, leisure andbusiness hotels and where non-residents dine or visit the bar.

The bar and lounge possiblycombined and providing theonly sitting area in the hotelspublic areas. Best practicesuggests the provision o a no-smoking area.

Guests should not be expectedto share tables in the restaurant.

2.8.5Otherpublicareasincludingcorridorsandstaircases

As One Star. Corridors and staircases well-lit24-hours.

Corridors normally wide andspacious.

Corridors and staircases wideand spacious allowing reedomo movement or guests andservice trolleys.

A serviced coat storagecloakroom provided. Receiptsgiven.

Corridors and staircasespermanently lit.

Corridors and stairs ingood repair and ree romobstruction.

Adequately lit 24-hours.

Particular attention given to themaintenance o door handles,numbers, brassware and glasspanels.

Clear, directional signage tobedrooms and reception (whereneeded).


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2.8PUBLICAREAS

OneStar TwoStar

2.8.6Lits

63


2.8PUBLICAREAS


Optional.

Assistance with luggageavailable on request when thereis no lit.

A lit is required when there isa guest bedroom that is morethan three oors higher orlower than the entrance leveloor, i.e. on the ourth oor.

Dispensation is possible in olderbuildings and/or architecturallylisted buildings where it canbe shown that ftting a lit isimpractical or unacceptableto planning authorities. In thisinstance, help with luggagemust be oered on arrival anddeparture.

Where there is no lit, thisshould be made clear at thetime o booking

A lit is required when there is aguest bedroom more than twooors higher or lower than theground oor, i.e. on the thirdoor.

At this level, it is not onlythe provision o a lit that isimportant, but also the size,comort, quality and speed.

It is expected that a lit will beprovided to all oors in themain building.

The expectation at Five Star isa separate lit or hotel servicessuch as luggage, laundry androom service.

2.8.7Publictelephones

A telephone accessible 24-hours a day unless direct dial,in-room acilities are provided(payphones, house phones ormobile handsets).

Enclosed telephone boothsor rooms, where provided,designated no-smoking.

As One Star. As One Star. As One Star. Public and courtesy telephonesoering a degree o privacy.

2.8.8PublicareaWCs

Where hotel is open to non-residents:

A toilet acility convenientlysituated or the public areas.

Toilets possibly shared by menand women.

All toilets well-maintained,regularly cleaned, checked andadequately ventilated. Theollowing acilities provided as aminimum: washbasin with soap,hand drying acilities, seat withlid, covered light, mirror, hookon door, lidded sanitary binand bags, toilet roll holder withtoilet paper.

As One Star. More spacious, higher qualitystandards.

Efcient hand drying and amplemirrors.

Separate acilities or men andwomen.

Spacious, luxurious andnumerous toilet acilities andwith refnements such asindividual hand towels, highquality toiletries and accessories.


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65


2.10ANNEXES


2.9EXTERNALAREAS(ASAPPLICABLE)

OneStar TwoStar ThreeStar FourStar FiveStar

External areas include theappearance o the building,grounds and gardens, pathwaysand drives and any car parking.

Particular attention given tothe saety and security o guestsand their belongings in carparks, ground oor and annexbedrooms including externalpaths and walkways.

All aspects o these areasimprove in quality and conditionas the Star rating increases.

The hotel entrance should be

clearly identifable and thedoorway illuminated whenit is dark. Adequate levels olighting or saety and comortin all public areas, includingsufcient light on stairways andlandings at night.

Grounds and gardens well-maintained and kept tidy.

Parking areas tidy, well-maintained, clearly defned, welllit and clearly signed.

Security issues taken intoaccount.

As One Star. As One Star. Grounds and gardens a eaturein their own right. Well-maintained and high-qualityappearance all year round.

As Four Star.

Where a hotel has an annexe,we will take into account theacilities provided in this annexewhen determining the rating orthe hotel as a whole.

Annexe accommodation maybe situated in a separate unit orunits within the hotel groundsor within easy walking distanceo the main building withgood levels o external lighting.

As One Star. As One Star. As One Star. Under cover access to anyaccommodation separate tothe main building. This couldinclude chaueured transport orescort with umbrella provided.


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The AA Recognition Scheme

SummaryoBenefts Free listing in the AA Hotel Guide

Routine visit rom an AA inspector

A nationally recognised AA

Star Rating Use o AA logos and range

o signage

Free certifcate or display onthe premises

Free page on theAA.com,including a photograph andyour contact details

Eligibility or annual AAHospitality Awards

Opportunity to sign up or our newonline booking services

Opportunity to increase yourestablishments visibility within the

guide by booking advertising space

Opportunity to participate in AAPR and Marketing plans

Free subscription to INtouchmembers newsletter


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cogn

ising

Exc

ellen

ce

AA Hotel Services

14th Floor, Fanum House, Basing View, Basingstoke, Hants,RG21 4EA.

General Ofce Telepohone01256 844455

General Ofce Facsimile01256 491647

www.theAA.com/travel

Hotel

S i

Documents

AA Hotel Quality Standards Brochure[1]