Hotel Standards

Quality Standards

for AA Recognised Hotels

1.0 GENERAL OVERVIEW 1

1.1. INTRODUCTION 1

1.1.1 Serviced Accommodation 1

1.1.2 AA Quality Standards 1

1.1.3 Dispensations 1

1.2 DETERMINING THE STAR RATING 1

1.3 QUALITY 1

1.3.1 Quality Assessment 1

1.3.2 Quality Terminology 1

1.3.3 What is Quality 1

1.3.4 The Quality Score 2

1.3.5 Quality Bands 2

1.4 SUB CATEGORIES/DESIGNATORS 2

1.4.1 Types of Sub Categories / Designators 2

1.4.2 General Description 2

1.5 KEY REQUIREMENTS AT EACH

RATING LEVEL

3

1.5.1 One Star 3

1.5.2 Two Star 3

1.5.3 Three Star 4

1.5.4 Four Star 4

1.5.5 Five Star 4

2.0 DETAILED REQUIREMENTS 5

2.1. OVERALL STANDARDS 5

2.1.1 Statutory Obligations 5

2.1.2 Safety and Security 5

2.1.3 Maintenance 7

2.1.4 Cleanliness 7

2.1.5 Physical Quality 7

2.1.6 Hospitality 9

2.1.7 Services 9

2.1.8 Opening 9

2.1.9 Guest Access 9

2.2 SERVICES 11

2.2.1 Staff Appearance 11

2.2.2 Reservations, Prices and Billing 11

2.2.3 Reception – Staff Availability for

Guest Arrival and Departure 13

2.2.4 Luggage Handling 13

2.2.5 Other – Reception / Concierge /

Housekeeping Services 15

2.3 ALL MEALS – DINING QUALITY

AND INFORMATION 15

2.3.1 Dining Provision 15

2.3.2 Restaurant Ownership 17

2.3.3 Tables / Table Appointment 17

2.3.4 Meal Service – Staff 17

2.4 BREAKFAST 19

2.4.1 Provision 19

2.4.2 Breakfast Times 19

2.4.3 Pricing 19

2.4.4 Menu 19

2.4.5 Range of Dishes 19

2.4.6 Food Quality 19

2.4.7 Style of Service 21

2.5 OTHER MEALS 21

2.5.1 Dinner – Hours of Service 21

2.5.2 Range of Dishes 21

2.5.3 Menu and Pricing 23

2.5.4 Food Quality 23

2.5.5 Style of Service 23

2.5.6 Wine and Wine Service 23

2.5.7 Alcoholic Drink Services / Licences 23

2.5.8 Lunch Service 25

2.5.9 Light Refreshments, Snacks and

Afternoon Teas 25

2.5.10 Room Service – Provision 25

2.5.11 Room Service – Service and

Presentation 25

2.5.12 Room Service – Breakfast 27

Contents

2.6 BEDROOMS 27

2.6.1 Provision 27

2.6.2 General Quality 27

2.6.3 Housekeeping 29

2.6.4 Size and Spaciousness 31

2.6.5 Suites 31

2.6.6 Bed Size – Quality 33

2.6.7 Bed Access 33

2.6.8 Bedding Requirements 33

2.6.9 Bedding Quality 35

2.6.10 Décor – Walls, Ceilings and Paintwork 35

2.6.11 Heating and Temperature Control 35

2.6.12 Lighting 35

2.6.13 Windows 37

2.6.14 Window Coverings 37

2.6.15 Flooring 37

2.6.16 Furniture, Soft Furnishings and

Fittings 37

2.6.17 Tables 39

2.6.18 Clothes and Luggage Storage 39

2.6.19 Seating 39

2.6.20 Mirrors 41

2.6.21 Beverage Making Facilities 41

2.6.22 In-Room Entertainment 41

2.6.23 Communication and Business Services 43

2.6.24 Telephone Charges 43

2.6.25 Hairdryer 43

2.6.26 In-Room Information 45

2.6.27 Miscellaneous 45

2.7 EN-SUITE BATHROOM AND

SHOWER ROOMS OR PRIVATE

FACILITIES 47

2.7.1 Provision 47

2.7.2 General Quality 47

2.7.3 Room Size 47

2.7.4 Water Supply 49

2.7.5 Equipment in En-Suite and Private

Facilities 49

2.7.6 Lighting, Heating and Ventilation 51

2.7.7 Towels and Toiletries 51

2.8 PUBLIC AREAS 53

2.8.1 General Quality – All Public Areas 53

2.8.2 Lighting, Heating and Ventilation 53

2.8.3 Reception Areas / Lobby 53

2.8.4 Bar, Lounge, Sitting Areas and

Restaurants 55

2.8.5 Other Public Areas including Corridors

and Staircases 55

2.8.6 Lifts 55

2.8.7 Public Telephones 57

2.8.8 Public Area WCs 57

2.9 EXTERNAL AREAS 59

2.10 ANNEXES 59

1.1.1 Serviced Accommodation

Serviced accommodation in Britain is broadly

divided into three categories

Hotels – formal accommodation with full service

Guest Accommodation (e.g. B&Bs, Inns etc)

– informal accommodation with limited service.

Budget Hotel (e.g. roadside, budget lodge style)

– uniform accommodation with limited service.

This booklet describes the requirements for the

Quality Standards for Hotels.

Any establishment operating with the word ‘hotel’

as part of their business name will be assessed using

the hotel requirements listed in this booklet.

1.1.2 AA Quality Standards for Hotels

The AA Standards in this booklet are identical

to those that will be applied by VisitBritain,

VisitScotland and Wales Tourist Board for assessing

•

•

•

1.1.2 continued

the quality of serviced accommodation in Britain.

Your rating will be the same whichever organisation

carries out your assessment. If you choose to be

assessed by more than one organisation, each

organisation will award you the same Star rating.

You will only be eligible for special AA Awards e.g.

AA Hotel of the Year, Rosettes for food etc if you

choose to obtain your rating through annual AA

inspection.

1.1.3 Dispensations

Dispensations for certain individual requirements

within these AA Quality Standards may be given as

long as all the remaining requirements and quality

levels for that rating are met or exceeded. This

flexibility will be considered on a case-by-case basis.

Any exceptions will need a proportional increase in

quality in other areas to compensate for the area

where an exception is sought.

1.0 GENERAL OVERVIEW

1.1 INTRODUCTION

01

1.2 DETERMINING THE STAR RATING

An establishment will need to satisfy three

elements to reach a particular star rating:

All relevant Requirements must be met.

The overall percentage score for quality must reach

the appropriate band (see section 1.3.5)

•

•

The relevant standard of quality in the key areas of

cleanliness, service, bedrooms, bathrooms and food

must also be met.

•

1.3 QUALITY

1.3.1 Quality Assessment

There are five levels of quality ranging from One

to Five Stars. To obtain a higher Star rating a

progressively higher quality and range of services

and physical facilities should be provided across

all areas with particular emphasis in five key

areas - cleanliness, service, food, bedrooms and

bathrooms.

Research indicates that quality is of key importance

but visitors also expect the level of services and

range of facilities in hotels to increase at each Star

rating level.

1.3.2 Quality Terminology

We use phrases such as ‘good’, ‘very good’ etc. to

signify ascending levels of quality in broad terms

only. These standards indicate typical consumer

expectations of each star level. They are neither

prescriptive nor definitive because we recognise

the wide variety of quality elements that can be

included – for example, style, which can range from

traditional to minimalist.

1.3.3 What is Quality?

When we are assessing quality we take into account

the following:

Intrinsic quality – the inherent value of an item.

Condition – the maintenance and appearance of

an item. Is it fit for the purpose?

Physical and personal comfort – does the quality

of an item detract in any way from the comfort

of the user?

Attention to detail – the evident care taken to

ensure that the guest experience is special and

of the same high standards for all.

Guests’ choice and ease of use – the guest

experience is enhanced through choice – be it

the choice of beverages in his/her room or the

choice of room temperature. This is further

improved by how usable the guest finds the

room and its contents.

•

•

•

•

•

1.0 GENERAL OVERVIEW

02

1.3 QUALITY

1.3.3 continued

Presentation – the way the room and its

contents are presented for guests’ arrival and

during their stay.

1.3.4 The Quality Score

When AA inspectors visit your property, they will

evaluate and give a quality score to all aspects of

the accommodation and service.

The total of all these scores establishes an overall

percentage score for quality.

Based on this score, establishments will be given an

overall quality rating on a scale of One to Five Stars,

based on the chart below.

•

1.3.5 Quality Bands

One Star 30 – 46%

Two Star 47 – 54%

Three Star 55 – 69%

Four Star 70 – 84%

Five Star 85 – 100%

1.4.1 Types of Sub Categories / Designators and General Descriptons

All hotels will be positioned

...