Stars in hotels: What they are and how they are awarded
The Sport Hotel Hermitage & Spa has a five-star rating. How did we come to know that five stars is the best in hotels? The story goes back a century.
In the early 20th century, improved transport and infrastructure allowed people to travel easier and further. Not to mention now. Today we take a car and we can think of a few days' getaway to a natural paradise like Andorra. Several decades ago that was a bit of an adventure.
So it was at the dawn of the last century that the idea of standardising the quality of hotels became popular. First in France and Germany and then in the Anglo-Saxon world, thanks to tourism and motoring organisations that developed guides for their associates. People wanted to know that where they were going to sleep and eat was as expected. Just like now.
Are the same criteria used everywhere?
No.
Can we be confident that we are staying in a 5-star hotel?
Yes.
The World Tourism Organisation produced a study in 2015 which revealed that "despite the existence of many types of classification systems around the world, there are more similarities than differences, both between geographical groups and between 4 and 5 star categories".
In general terms, what aspects are analysed to determine the quality of a hotel?
1.- Infrastructures and Services:
Here the quality of the rooms is valued, according to their size, decoration, furniture and en-suite bathroom.
Also the quality of the common areas and the additional services such as the swimming pool, spa, laundry, restaurant, etc.
2.- Equipment and location:
Measured by comfort and available technology. Air conditioning and air-conditioned areas, wifi connection, television, etc.
The location is very important. An environment such as the heart of Soldeu gives the hotel a greater capacity to offer great experiences.
3.- Attention and quality of service:
Here, cleaning and maintenance, opening hours, service in several languages, minibar in the rooms, etc. are taken into account.
4.- Security and accessibility:
A safe place is a quiet place. Fire prevention measures, surveillance system or safes.
In addition, it is analysed that it is an accessible and adapted space so that all people, regardless of their condition, can enjoy the advantages and comforts of the hotel.
What should hotels have according to their stars?
1 Star:
Rooms with shower/WC or bathtub/WC, daily cleaning, TV service, WIFI Internet access in public areas and in rooms, table and chair, soap or shower gel, bath towels, reception service, cashless payment.
2 stars
Buffet breakfast, bedside reading light, bath or shower gel, bath and hand towels, bilingual staff, sewing kit and shoe shine.
3 Star
Reception service staffed around the clock, available via digital or telephone communication 24 hours a day, lounge suite in the reception area, luggage service on request, in-room beverage offer, internal and external communication device on request.
Audio or multimedia entertainment, hairdryer, cleaning tissue, dressing mirror, suitable place or shelf for luggage/suitcase, laundry and ironing service, extra pillow and blanket on request, hotel's own bilingual website.
4 Star
Reception service with 16-hour staff, available physically via digital communication or 24-hour telephone, lobby with seating and beverage service, hotel bar or lounge area, breakfast buffet with service or equivalent breakfast menu card, minibar, bathrobe and slippers on request, cosmetic products, vanity mirror, large storage area in the bathroom, international TV channels.
5 Star
24-hour manned reception service, physically available via digital communication or 24-hour telephone, parking service, concierge, shuttle or limousine service, luggage service, personalised greeting for each guest with flowers or a gift in the room, minibar and 24-hour food and beverage offer via room service, in-room Internet device on request, in-room insurance, ironing service (return within 1 h), polish and sewing service, evening turndown service, breakfast menu card via room service.
Customer ratings
In the case of Andorra, in addition to complying with international standards to measure the quality of its hotel accommodation, a few years ago they adopted a new mechanism based on customer ratings on online platforms and search engines. It is, therefore, a criterion that provides greater transparency and security to the traveller.
Customer ratings thus become a very important factor for hotels to adapt to the needs that tourists demand. The hotels include a listening process in the quality assessment that benefits the clients.
In the case of the Sport Hotel Hermitage & Spa, it also meets the standards of 'The Leading Hotels of the World'. An organisation that, since 1928, represents a collection of the most exclusive independent luxury hotels in the world.