the joint wto & ih&ra; study on hotel classification - Hotel Designs

IND.D.004.16 April 2004THE JOINT WTO & IH&RA STUDYON HOTEL CLASSIFICATION- 0 -

IND.D.004.16 April 2004CONTENTSEXECUTIVE SUMMARY 2I. INTRODUCTION 41. Objectives2. Previous work3. Methodology668II. STATUS REPORT ON CLASSIFICATION 111. Compilation of replies from private sector to IH&RA questionnaire. 112. Compilation of replies from public sector to WTO questionnaire. 32III. COMPARATIVE ANALYSIS 58IV. CURRENT TRENDS IN HOTEL CLASSIFICATION 63V. CONCLUSIONS 79VI.ANNEX(a) IH&RA Questionnaire on <strong>the</strong> Classification of AccommodationEstablishments (hotel & similar establishments)(b) WTO Questionnaire on <strong>the</strong> Classification of AccommodationEstablishments (hotel & similar establishments)(c) ANNEXE (French)Questionnaire sur le Classement des établissementsd’hébergement (hôtels et établissements pa<strong>ra</strong>hôteliers) (OMT)(d) ANEXO (Spanish)Cuestionario sobre la Clasificación de los Establecimientos deAlojamiento (hoteles y establecimientos similares) (OMT)8190101113- 1 -

IND.D.004.16 April 2004EXECUTIVE SUMMARYSurvey <strong>ra</strong>tionaleWith <strong>the</strong> d<strong>ra</strong>matic development of domestic and international t<strong>ra</strong>vel in <strong>the</strong> past fifty years,<strong>the</strong> question of how hotel <strong>ra</strong>tings compare across <strong>the</strong> world is periodically <strong>ra</strong>ised byvarious public and private-sector interests. As a result hotel classification has appearedon <strong>the</strong> agenda of <strong>the</strong> World Tourism Organisation for a conside<strong>ra</strong>ble number of years.Most recently, <strong>the</strong> topic was included in <strong>the</strong> WTO 2000-2001 Work Prog<strong>ra</strong>mme.The International Hotel & Restau<strong>ra</strong>nt Association (IH&RA) proposed that before any newwork was undertaken, <strong>the</strong> first stage of any project should be to d<strong>ra</strong>w up a status reporton <strong>the</strong> various schemes existing throughout <strong>the</strong> world. WTO <strong>the</strong>n appointed IH&RA itsdesignated expert to undertake this status report. In this first stage, IH&RA limited itsrole to surveying <strong>the</strong> private sector and specifically to preparing:- a status report (ie inventory) of existing hotel classification schemes- a compa<strong>ra</strong>tive analysis of <strong>the</strong>se schemes (qualitative and quantitativeelements)At <strong>the</strong> same time, WTO surveyed public sector involvement in hotel classification via itsMember National Tourism Administ<strong>ra</strong>tions.Scope and findings of surveyAfter reviewing previous work by o<strong>the</strong>r bodies (IUOTO, ISO, CEN, HOTREC), <strong>the</strong>present <strong>study</strong> collates <strong>the</strong> results of <strong>the</strong>se two surveys and provides a compa<strong>ra</strong>tiveanalysis of <strong>the</strong>ir findings, 31 countries for <strong>the</strong> private sector and 89 for <strong>the</strong> public sector.Ove<strong>ra</strong>ll, of <strong>the</strong> countries surveyed, 83 have an official hotel classification scheme, whileonly 23 countries have an official classification scheme covering hotels, apartmenthotels, motels and inns.Where <strong>the</strong> public sector is concerned, 20 countries indicate that classification is used tocontrol or monitor accommodation tariffs and 13 that it is used as <strong>the</strong> basis for <strong>the</strong>application of government taxes such as VAT (Value-Added Tax). The private sectorreport no link between classification and <strong>the</strong> social obligations imposed on employers.The two bodies most involved in devising and d<strong>ra</strong>fting <strong>the</strong> hotel classification scheme areofficials of National Tourism Administ<strong>ra</strong>tions (NTA) with o<strong>the</strong>r government officials (in 49countries) and <strong>the</strong> national hotel association, <strong>ra</strong>rely alone and gene<strong>ra</strong>lly when consultedby government authorities (in 48 countries). In addition, 40 countries indicate that <strong>the</strong>system is based on that of ano<strong>the</strong>r (usually neighbouring) country.Classification is mandatory for all establishments in 46 countries. In 55 it is needed toobtain a licence to ope<strong>ra</strong>te whereas in 32 o<strong>the</strong>rs, establishments can ope<strong>ra</strong>te withoutbeing classified.O<strong>the</strong>r forms of classificationAlongside <strong>the</strong> g<strong>ra</strong>ding schemes surveyed above, <strong>the</strong> report reviews o<strong>the</strong>r forms ofclassification. Major Tour Ope<strong>ra</strong>tors often <strong>ra</strong>te hotels according to <strong>the</strong>ir own criteria whileschemes used in electronic distribution channels (eg. CRS, GDS) are typically devised- 2 -

IND.D.004.16 April 2004for <strong>the</strong> benefit of <strong>the</strong> t<strong>ra</strong>vel professionals (and t<strong>ra</strong>vel agents in particular). These are oftenbased on guides such as <strong>the</strong> US Official Hotel Guide originally only available in print andnow also electronically. Although <strong>the</strong> star <strong>ra</strong>ting system is <strong>the</strong> one most in use throughout<strong>the</strong> world, o<strong>the</strong>r symbols are also used (diamonds, crowns etc.), sometimes even incombination. Irrespective of <strong>the</strong> symbol used, all systems break accommodation downinto three or four major bands (usually luxury, superior, mid-market, budget/economy).Major hotel companies prefer to use b<strong>ra</strong>nding as a means of positioning <strong>the</strong>ir product on<strong>the</strong> market and typically place <strong>the</strong> customer and his/her profile, needs and desires at <strong>the</strong>heart of <strong>the</strong>ir marketing st<strong>ra</strong>tegies.Within <strong>the</strong> hotel industry itself <strong>the</strong> debate continues as to whe<strong>the</strong>r formal classification isnecessary or not - as instanced by HORESTA <strong>the</strong> Danish Hotel Association and <strong>the</strong>Is<strong>ra</strong>el Hotel Association, offering case-studies respectively for and against. Be this as itmay, <strong>the</strong>re are currently moves afoot in a number of world regions – Scandinavia, SouthEast Asia, Middle East and even Europe – for some form of harmonised regional system.Conclusions - ConsumersWhile all approaches to classification claim to be for <strong>the</strong>ir benefit, consumers or <strong>the</strong>irrepresentative bodies are in fact <strong>ra</strong>rely consulted in <strong>the</strong> process of establishing a system.The report concludes that systems set up by <strong>the</strong> private sector are far more responsiveto consumer demand, <strong>ra</strong>pidly recognising new forms of accommodation such as timeshareand resorts, whereas standards and criteria laid down by <strong>the</strong> public sector tend tobe infrequently checked and <strong>ra</strong>rely updated to meet changes in consumer taste – or indestination market.More gene<strong>ra</strong>lly, many surveys show that consumer choice is governed first and foremostby conside<strong>ra</strong>tions of price and destination, <strong>ra</strong><strong>the</strong>r than on <strong>the</strong> basis of complexclassification systems of which consumers have ei<strong>the</strong>r little knowledge or littleunderstanding.Conclusions – Public and Private sector responsibilitiesIn conclusion, it is important to sepa<strong>ra</strong>te out <strong>the</strong> respective responsibilities of <strong>the</strong> publicand private sectors in <strong>the</strong> area of hotel classification. As recent events such as SARS,Mad Cow and Legionnaire’s disease have shown, public authorities must obviouslyensure minimum standards of safety and hygiene in accommodation establishments.Private sector bodies, being commercially driven, must meet <strong>the</strong> consumer’s demand forbetter and more t<strong>ra</strong>nsparent information on both products and destinations. This implies<strong>the</strong> consistent use of recognised and harmonised terminology.Given <strong>the</strong> interest expressed in <strong>the</strong> survey, it would seem advisable to provide stateswishing to set up a national or regional classification scheme with <strong>the</strong> necessary tools todo so. It is <strong>the</strong>refore important to devise <strong>the</strong> appropriate methodology taking into accountcultu<strong>ra</strong>l differences between states as <strong>the</strong>y relate to services and facilities, markets andpurpose of t<strong>ra</strong>vel.To be sustainable, tourism must be able to consolidate its diversity, not seek uniformity.Failing this, any attempt at regional and even global harmonisation of what can only bevoluntary systems would, under <strong>the</strong> guise of clarification, merely end up creating moreconfusion.- 3 -

IND.D.004.16 April 2004I. INTRODUCTIONBackgroundHistorically, hotel classification systems were developed to ensure safe and reliablelodging and food for t<strong>ra</strong>vellers at a time when very few such trustworthy establishmentsexisted. With <strong>the</strong> unprecedented growth of international tourism in <strong>the</strong> past fifty years,during which hospitality has reach <strong>the</strong> status of a mature industry, <strong>the</strong> focus has movedfrom consumer protection (gene<strong>ra</strong>lly gua<strong>ra</strong>nteed by national regulations and legislation)to consumer information. Today, standardization and competitive marketing of hotelservices to foreign customers and tourist professionals have emerged as driving forcesfor instituting a local or national hotel classification system.With so many people now t<strong>ra</strong>velling, both within <strong>the</strong>ir own country and often far beyond,<strong>the</strong> idea has arisen of devising one single scheme which could be applied to hotelaccommodation throughout <strong>the</strong> world for <strong>the</strong> benefit of both consumers (tourists) andt<strong>ra</strong>vel professionals (tour ope<strong>ra</strong>tors and t<strong>ra</strong>vel agents, in particular). Whe<strong>the</strong>r this is infact desi<strong>ra</strong>ble – and indeed feasible – remains a subject of conside<strong>ra</strong>ble discussion.As a result, <strong>the</strong> issue of hotel classification is one that has appeared on <strong>the</strong> agenda of<strong>the</strong> World Tourism Organisation for a conside<strong>ra</strong>ble number of years.Most recently, a compa<strong>ra</strong>tive <strong>study</strong> of hotel classification systems (<strong>the</strong> formaldetermination of hotel <strong>ra</strong>tings or categories) was included in <strong>the</strong> WTO Gene<strong>ra</strong>lProg<strong>ra</strong>mme of Work for <strong>the</strong> 2000-2001 biennium, as a specific project (Activity 12:National Tourism Legislations) under Part B (Documentation) of <strong>the</strong> Section 7.The WTO Quality Support Committee at its 4 th meeting (Madrid, 12-13 April 2000)recognized that ”in <strong>the</strong> present changing regulatory f<strong>ra</strong>mework for tourism, <strong>the</strong>decent<strong>ra</strong>lization of government competence for <strong>the</strong> sector and <strong>the</strong> appea<strong>ra</strong>nce of diversevoluntary quality standards applied to accommodation establishments, hotelclassification systems:(a)(b)(c)(d)are challenged by part of industry as unduly interfering with <strong>the</strong> marketplaceand free competition, especially where such systems are established andcontrolled by government;continue to play <strong>the</strong> role of consumer guidance as t<strong>ra</strong>ditional categoryindicators;however, confuse customers because of <strong>the</strong> lack of internationalharmonization and accountability;are requested by a number of developing countries as a regulatorymeasure, especially for small business, and in order to achievecompatibility with tourist-sending countries.”In conside<strong>ra</strong>tion of <strong>the</strong> above, <strong>the</strong> Committee requested <strong>the</strong> Secretariat to carry out acompa<strong>ra</strong>tive <strong>study</strong> of existing hotel classification schemes world-wide with a view to:- 4 -

IND.D.004.16 April 2004(a)(b)(c)(d)identifying <strong>the</strong> common cha<strong>ra</strong>cteristics prevailing in such classifications;establishing minimum international classification criteria as reference valuesand guidelines which could be used by interested parties in <strong>ra</strong>ting hotelsand similar accommodation establishments;defining recommended procedures and rules for classification;preparing <strong>the</strong> WTO position on classification outlining <strong>the</strong> various typesclassification available (voluntary, corpo<strong>ra</strong>te, industry-controlled,government-controlled, etc.) and <strong>the</strong> prevention of its use as a barrier tofree competition and t<strong>ra</strong>de in hotel services.”Also, <strong>the</strong> same Committee strongly recommended that this activity be closelycoordinated with representatives of <strong>the</strong> ope<strong>ra</strong>tional sector, to begin with WTO’s AffiliateMember, <strong>the</strong> International Hotel & Restau<strong>ra</strong>nt Association (IH&RA).The recommendation of this Committee was subsequently endorsed by <strong>the</strong> WTOExecutive Council at its 63 rd and 64 th session (Madrid, 28-30 November 2000).Based on this recommendation, <strong>the</strong> Secretary-Gene<strong>ra</strong>l of WTO formally consulted <strong>the</strong>International Hotel & Restau<strong>ra</strong>nt Association (IH&RA). After an exchange of letters andvarious meetings between representatives of both organizations, IH&RA proposed thatbefore any new work was undertaken, <strong>the</strong> first stage of any project should be to review<strong>the</strong> various schemes existing throughout <strong>the</strong> world tapping <strong>the</strong> experience and expertiseof <strong>the</strong> national hotel associations across <strong>the</strong> globe. WTO <strong>the</strong>n appointed IH&RA itsdesignated expert on this aspect of <strong>the</strong> project. IH&RA officially advised <strong>the</strong> Secretary-Gene<strong>ra</strong>l early in January 2001 that it was prepared to coope<strong>ra</strong>te with WTO initially in twoareas, viz.:- to prepare a status report on existing hotel classification schemes- to carry out a compa<strong>ra</strong>tive analysis and interpretation of such schemes and<strong>the</strong>ir functions.It was understood that in <strong>the</strong> light of <strong>the</strong> conclusions of <strong>the</strong> <strong>study</strong>, which could give rise torecommendations, both organizations would examine <strong>the</strong> possibility of undertaking afollow-up to this activity as already outlined in <strong>the</strong> recommendations of <strong>the</strong> WTO QualitySupport Committee (see above).- 5 -

IND.D.004.16 April 2004In April 2002, <strong>the</strong>se two questionnaires (see annex) were devised by WTO with inputfrom IH&RA. WTO <strong>the</strong>n circulated <strong>the</strong> public sector questionnaire to all its Memberswhile IH&RA circulated <strong>the</strong> private sector questionnaire to its National Associationmembers as well as to non-Member associations. Hasteners were sent out in <strong>the</strong>following months and additional information sought from respondents where this wasconsidered necessary or particularly interesting, especially regarding new or evolvingschemes.At <strong>the</strong> same time <strong>the</strong> WTO undertook <strong>the</strong> same process at its end. Given <strong>the</strong> difficulty inobtaining replies from some key Member States or Associations, compilation wasdeferred in order to achieve as broad a cove<strong>ra</strong>ge as possible. This was undertaken byIH&RA in 2002-2003, with preliminary results of both questionnaires consolidated by late2002 and a first d<strong>ra</strong>ft report submitted to WTO in April 2003. Late replies continued to bereceived after this date up to January 2004 have been incorpo<strong>ra</strong>ted into <strong>the</strong> finalanalysis.The following chapter gives <strong>the</strong> consolidated replies to <strong>the</strong> IH&RA questionnaire followedby those of <strong>the</strong> WTO questionnaire and finally a compa<strong>ra</strong>tive analysis of findings of bothsurveys. Given below is <strong>the</strong> explanatory note to <strong>the</strong> IH&RA questionnaire sent toNational Hotel Associations, as well as <strong>the</strong> slightly different note accompanying <strong>the</strong> WTOquestionnaire sent to National Tourism Administ<strong>ra</strong>tions.Explanatory note to IH&RA questionnairePurpose:Object:Definitions:The findings of this survey will contribute to <strong>the</strong> “<strong>joint</strong> IH&RA and WTO <strong>study</strong> on hotelclassification” which follows on <strong>the</strong> recommendation of <strong>the</strong> WTO Quality SupportCommittee, <strong>the</strong> WTO work prog<strong>ra</strong>mme for 2002-2003 and <strong>the</strong> Memo<strong>ra</strong>ndum ofUnderstanding between <strong>the</strong> International Hotel & Restau<strong>ra</strong>nt Association (IH&RA) and <strong>the</strong>WTO Secretariat. 1The scope of <strong>the</strong> survey is limited to hotels and similar establishments 2 (e.g., apartmenthotels, motels, inns, etc. 3 ) irrespective of <strong>the</strong>ir location (urban, ru<strong>ra</strong>l, coastal, etc.). O<strong>the</strong>rtypes of accommodation facilities, irrespective of <strong>the</strong>ir denotation and regionalinterpretation (e.g., holiday centres, holiday homes, youth hostels, holiday camps, campingand ca<strong>ra</strong>vanning sites, time-share, etc.), are excluded from <strong>the</strong> survey.For <strong>the</strong> purpose of <strong>the</strong> survey, <strong>the</strong> term “classification of accommodationestablishments” denotes a system, duly published, in which accommodationestablishments of <strong>the</strong> same type (e.g., hotels, motels, inns, etc.) have been conventionallybroken down into classes, categories or g<strong>ra</strong>des according to <strong>the</strong>ir common physical andservice cha<strong>ra</strong>cteristics and established at government, industry or o<strong>the</strong>r private levels.1 WTO and IH&RA have agreed to undertake <strong>joint</strong>ly a <strong>study</strong> on hotel classification to include a status report onexisting hotel classification schemes and a compa<strong>ra</strong>tive analysis and interpretation of such schemes and <strong>the</strong>irfunctions.2 Such establishments provide services entered as number 63110.0 in <strong>the</strong> Cent<strong>ra</strong>l Product Classification(CPS) and coincide with “tourism cha<strong>ra</strong>cteristic activities” in <strong>the</strong> Tourism Satellite Account:Recommended Methodological F<strong>ra</strong>mework.3 These terms are subject to debate and regional interpretation. At <strong>the</strong> European level, standardized terminology hasbeen adopted to this effect by CEN (European Committee for Standardisation).- 9 -

IND.D.004.16 April 2004Scopeof replies:Documents:In view of <strong>the</strong>ir national situation and <strong>the</strong> availability of information, NACErespondents may provide information on classification (governmental, non- governmentalor both, if both systems co-exist or are complementary)The respondent's efforts to provide simple and unequivocal answers, whe<strong>the</strong><strong>ra</strong>ffirmative (yes, underline), non-affirmative (no) or factual (specify) is muchappreciated. As a principle, you are not requested to attach additionalsupporting documents, unless you feel that such existing documents (if possible, in Englishor French) need to be sent to IH&RA to fur<strong>the</strong>r clarify your replies.It would greatly assist us if you could use <strong>the</strong> opportunity of <strong>the</strong> survey to attach to <strong>the</strong>completed questionnaires <strong>the</strong> latest relevant regulatoryinstruments and/or indicate <strong>the</strong>ir country website from which suchinstruments could be viewed and/or downloaded. This will facilitate clearer investigation ofclassification criteria..Explanatory Note to WTO QuestionnairePurpose, Object and Definition were identical to those given for <strong>the</strong> IH&RAquestionnaire.Scopeof replies:Documents:In view of <strong>the</strong>ir national situation and <strong>the</strong> availability of information, NTArespondents may provide information on government classification (covered by Part A of<strong>the</strong> survey) or non-governmental classification (Part B), or both systems (should suchsystems co-exist or are complementary), as well as on announced classification (Part C).The respondents’ efforts to provide simple and unequivocal answers, whe<strong>the</strong><strong>ra</strong>ffirmative (yes, underline), non-affirmative (no) or factual (specify) will beappreciated. As a principle, <strong>the</strong>y are not requested to attach additionalsupporting documents, unless <strong>the</strong> respondents feel that such existing documents(if possible, in English, French, Russian or Spanish) need to be sent to <strong>the</strong> WTOSecretariat to fur<strong>the</strong>r clarify <strong>the</strong>ir replies.With respect to national legislation and regulations governing accommodationclassification, which are normally requested and received by <strong>the</strong> WTODocumentation Centre on a regular basis, respondents are kindly requested tocheck on this situation and, when appropriate, use <strong>the</strong> opportunity of <strong>the</strong>survey to attach to <strong>the</strong>ir completed questionnaires <strong>the</strong> latest relevant regulatoryinstruments and/or indicate <strong>the</strong>ir country website from which suchinstruments could be viewed and/or downloaded. This will allow <strong>the</strong> researchersto better investigate <strong>the</strong> classification criteria.- 10 -

IND.D.004.16 April 2004II.STATUS REPORT ON CLASSIFICATION1. Compilation of replies from <strong>the</strong> private sector to IH&RA.Questionnaire on <strong>the</strong> classification of accommodation establishments (hotels & similarestablishments), completed by national hotel associations (NACE).The questionnaire was circulated to 68 national associations in 61 countries. Thefollowing is <strong>the</strong> analysis of <strong>the</strong> 32 replies received.Participating National AssociationsCountry/Territory AssociationAustriaCanadaCaribbeanChileColombiaCzech RepublicDenmarkEgyptEstoniaFinlandF<strong>ra</strong>nceGeorgiaGermanyGreeceHungaryIcelandI<strong>ra</strong>qIs<strong>ra</strong>elJordanAustrian Professional Hotel AssociationHotel Association of CanadaCaribbean Hotel AssociationAsociación Gremial de Empresarios Hotelerosde ChileColombian Hotel AssociationCzech National Fede<strong>ra</strong>tion of Hotels andRestau<strong>ra</strong>ntsDanish Hotel, Restau<strong>ra</strong>nt and TourismAssociationEgyptian Hotel AssociationEstonian Hotel and Restau<strong>ra</strong>nt AssociationFinnish Hotel and Restau<strong>ra</strong>nt AssociationUnion des Métiers et des Industries del’HôtellerieNational Hotel Association of GeorgiaHotelverband DeutschlandGerman Hotel and Restau<strong>ra</strong>nt AssociationHellenic Chamber of HotelsHotel Association of HungaryIcelandic T<strong>ra</strong>vel Industry AssociationHotel and Restau<strong>ra</strong>nt Association in I<strong>ra</strong>qIs<strong>ra</strong>el Hotel AssociationJordan Hotel AssociationRespondentGregor HerzogChief Executive OfficerAnthony P. PollardPresidentJohn BellDirector Gene<strong>ra</strong>l & CEOGustavo Abel ErnstManagerManuel BermudezGene<strong>ra</strong>l ManagerDr. Vladimir StetinaGene<strong>ra</strong>l SecretaryTorben KaasHead of <strong>the</strong> Classification Dept.Baghat BadawyDirector of Marketing, Promotion& T<strong>ra</strong>iningDonald VisnapuuManaging DirectorPekka RopponenConsultative ManagerGeorge Mtva<strong>ra</strong>dzeGene<strong>ra</strong>l ManagerMarkus Lu<strong>the</strong>Deputy Chief ExecutiveAgni ChristidouManagerGabor LombosiGene<strong>ra</strong>l SecretaryErna HauksdottirDirectorDleir IsmailChairmanAb<strong>ra</strong>ham RosentalDirector Gene<strong>ra</strong>lFakhri TwalDirector- 11 -

IND.D.004.16 April 2004Country/Territory AssociationKuwaitLebanonMalaysiaNe<strong>the</strong>rlandsNorwayRomaniaSlovak RepublicSultanate of OmanSwedenSwitzerlandTurkeyUnitedA<strong>ra</strong>b Emi<strong>ra</strong>tesUnited KingdomUnited States ofAmerica*Kuwait Hotel Owners AssociationSyndicate of Hoteliers of LebanonMalaysian Association of HotelsKoninkljik Horeca NederlandNorwegian Hospitality AssociationRomanian Hotel Industry Fede<strong>ra</strong>tionSlovak Association of Hotels and Restau<strong>ra</strong>ntsMinistry of Commerce and IndustryDirecto<strong>ra</strong>te Gene<strong>ra</strong>l for TourismSwedish Hotel and Restau<strong>ra</strong>nt AssociationSwiss Hotel AssociationTurob-Turkish Hotel AssociationDubai GovernmentDepartment of Tourism & Commerce MarketingBritish Hospitality AssociationAmerican Hotel & Lodging AssociationRespondentMohamed A. NajiaGene<strong>ra</strong>l SecretaryMelhem HageSophia MaxwellAdminist<strong>ra</strong>tion ManagerHans van der KooijSectormanager HotelsBjorn ArnesenSenior ManagerMihai RajnitaChief Executive OfficerZo<strong>ra</strong> DundekovaDr. Heba A.AzizAdvisor–Research and DevelopmentAli Al SudairiStatistical AnalystRikard BergstenHead of Classification Dep.Annette SiegwartClassificationKasim ZotoBoard MemberMajid Sager Abdulla Al MerriExecutive, Hotel classificationMartin CouchmanDeputy Chief ExecutiveTia GordonDirector of CommunicationTotal32 countries* There is no official hotel classification system, hence no replies to <strong>the</strong> questionnaire- 12 -

IND.D.004.16 April 20041. Is an official classification system in place in your country?2. If yes, at what level?Country/Territory Yes No LevelAustria X National; responsibility of <strong>the</strong> Austrian Professional Hotel AssociationCanada X Provincial; each province has different regulationCaribbeanVaries from country to countryChile X National; Tourism BoardColombiaCzech RepublicDenmarkXXXNational; under tourism law in coope<strong>ra</strong>tion with Czech NationalFede<strong>ra</strong>tion of Hotels and Restau<strong>ra</strong>ntsNational; coope<strong>ra</strong>tion between hotel association and Tourist Board/Ministry for T<strong>ra</strong>de and IndustryEgypt X GovernmentEstonia X GovernmentFinlandXF<strong>ra</strong>nce X NationalGeorgia X GovernmentGermany X National; voluntary system ope<strong>ra</strong>ted by DEHOGAGreece X NationalHungary X GovernmentIceland X National; it is open to every hotel and guesthouse, but voluntaryI<strong>ra</strong>q X GovernmentIs<strong>ra</strong>elXJordanXKuwait X Government; in coordination with Kuwait Hotel Owners AssociationLebanon X GovernmentMalaysia X Government, Ministry of Culture Arts & Tourism of MalaysiaNe<strong>the</strong>rlands X International, with Belgium and LuxembourgNorwayXRomania X Government; Ministry of TourismSlovak Republic X Government- 13 -

IND.D.004.16 April 2004Country/Territory Yes No LevelGovernment; Ministry of Commerce and Industry/Sultanate of Oman X Directo<strong>ra</strong>te Gene<strong>ra</strong>l of TourismSweden X National, voluntary system ope<strong>ra</strong>ted by SHR for <strong>the</strong> first year (2004)National; <strong>the</strong> classification system of <strong>the</strong> Swiss Hotel Association isSwitzerlandX under private lawTurkey X GovernmentUnitedA<strong>ra</strong>b Emi<strong>ra</strong>tes X GovernmentUnited Kingdom X Regional; 4 systems: England, Scotland, Wales and Nor<strong>the</strong>rn IrelandUnited StatesX3. Application to facilities.a.) Current classification in force applies to:Country/Territory Hotels Apartment hotels Motels Inns O<strong>the</strong>rsAustria X X X XCanada X X X X B+B’s, ‘campagnards’Chile X X X XCzech Republic X XDenmarkXEgypt X floating hotelsEstoniaXF<strong>ra</strong>nce X tourism residencesall kinds of hotels withGeorgia X X X X 10 and more roomsGermany X X X XGreece X X XHungary X X X health and spa hotelsIceland X X X XI<strong>ra</strong>q X X X X restau<strong>ra</strong>ntsJordan X X X XKuwaitXLebanonMalaysia X X X XNe<strong>the</strong>rlands X X XRomania X X X XSlovak Republic X X X XSultanate of Oman X X X X guesthousesSwedenXSwitzerland X X X XTurkey X X X historic buildingsUnitedA<strong>ra</strong>b Emi<strong>ra</strong>tes X X guesthousesUnited Kingdom X X X- 14 -

IND.D.004.16 April 2004Country/Territory All or specific types Last date G<strong>ra</strong>phical symbolAustriaCanadaChile optional August 1987 starsCzech Republic 1998 starsDenmarkstarsEgyptEstonia 2001 starsF<strong>ra</strong>nce 1986 starsGeorgiaGermany all 1999 starsGreece all types of hotels 1987 (2002) letters (stars)Hungary all 24 June 1998 starsIcelandI<strong>ra</strong>qJordanKuwait 1994Lebanonstars for hotels, apartmenthotels & motels, Orchid forInnsMalaysiaallNe<strong>the</strong>rlands all 1 January 1999 starsRomania specific types 1999 starsSlovak Republic specific types October 2001 starsSultanate of Oman all starsSweden Specific types starsstars for hotels, motelsspecial symbol for apt. hotels,innsSwitzerland members of SHA 2000Turkey all 06 July 2000 starsUnitedA<strong>ra</strong>b Emi<strong>ra</strong>tesUnited Kingdom all 1997 starsb.) Additional comments:Country/TerritoryCzech RepublicGermanyGreeceUnited KingdomCommentsBasic classification is in force for all types of facilities classification of CNFHR asticked above.Private guest houses and Bed & Breakfast accommodation (non-commercial) areclassified according to a different system run by <strong>the</strong> German Tourist Association (DTV).In March a new classification system has been legislated, but it has not beenapplied yet. The relevant decree provides that all <strong>the</strong> hotels must be classifiedaccording to <strong>the</strong> new system by <strong>the</strong> end of September 2003.Some group hotels are permitted entry into <strong>the</strong> scheme guidebooks without havinga star <strong>ra</strong>ting.- 15 -

IND.D.004.16 April 20044. Basis for establishing classification.1. State Constitution2. Tourism law3. NTA competence4. Agreement between government bodies concerned5. Recommendation in a government-adopted tourism development plan6. Prerogative/declared objective of a national hotel association7. Decision (ad hoc) of a national hotel association8. Agreement between independent hotels9. Government recommendation10. Recommendation in a tourism development plan implemented by industryCountry/Basis for establishing classificationTypes of establishmentsTerritory 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. concernedAustria X XCanada X X X varies in provincesChile X X allCzech Republic X X allDenmark agreement between national hotel association and government bodiesEgyptXEstoniaXF<strong>ra</strong>nceXGeorgiaXGermanyXGreece X X all hotelsHungary X X allIceland X X XI<strong>ra</strong>q X X X X X XJordan X XKuwait X XLebanon X X X X XMalaysia X X X XNe<strong>the</strong>rlands X XRomania X X X X all accommodation & F&BSlovak Republic X X X all hotelsSultanate of Oman X XSweden X XSwitzerlandXTurkey X X X X X X X X all hotelsUnitedA<strong>ra</strong>b Emi<strong>ra</strong>tes X X X XUnited Kingdom X X- 16 -

IND.D.004.16 April 20045. Rationale and use of classification.Classification is justified by:Country/TerritoryConsumerconcernsMarketing (industry’s wishto better communicate itsoffer)Need to have a tool tomonitor sector developmentAustria X X XCanada X XChile X XCzech RepublicXDenmark X X XEgyptEstonia X XF<strong>ra</strong>nce X X (hotel chains)Georgia X XGermany X XGreece X X XHungary X XIceland X XI<strong>ra</strong>q X XJordan X X XKuwait X XLebanon X X XMalaysia X X XNe<strong>the</strong>rlands X XRomania X X XSlovak Republic X XSultanate of OmanSweden X XSwitzerland X X XTurkey X X XUnitedA<strong>ra</strong>b Emi<strong>ra</strong>tes X X XUnited Kingdom X XCountry/TerritoryIs it used topromotequality?Is it used topromoteinvestments?Does it seek compatibilitywith existing classificationsystems in o<strong>the</strong>r countries?Austria yes yes yesCanada yes yesyes, to a certain degree (Mobiland CAA/AAA)Chile yes no yesCzech Republic yes no yes, AustriaDenmark yes no noEgypt yes yesEstonia yes yesF<strong>ra</strong>nce no no noGeorgia yes no yesGermany yes yes noO<strong>the</strong>r <strong>ra</strong>tionaleand use<strong>ra</strong>ise <strong>the</strong> quality of<strong>the</strong> hotel sectorcontrol and monito<strong>ra</strong>ccommodationtariffs withinestablished classes- 17 -

IND.D.004.16 April 2004Country/TerritoryIs it used topromotequality?Is it used topromoteinvestments?Does it seek compatibilitywith existing classificationsystems in o<strong>the</strong>r countries?Greece yes yes yesyes, Germany, Austria,HungaryyesSwitzerlandIceland yes yesI<strong>ra</strong>q yes yes noJordan yes yes yesKuwaityesLebanonyesMalaysia yes no yesNe<strong>the</strong>rlands yes yes yesRomania yes yes yesSlovak Republic yes yes yesSultanate of Oman yes yesSwedenSwitzerland yes yes yesTurkey yes yes yesUnitedA<strong>ra</strong>b Emi<strong>ra</strong>tes yes yes noUnited Kingdom yes noO<strong>the</strong>r <strong>ra</strong>tionaleand usecontrol and monito<strong>ra</strong>ccommodationtariffs withinestablished classesdifferentiategovernment taxes;monitor accom. tariffswithin establishmentsdifferentiategovernment taxes;control and monito<strong>ra</strong>ccommodationtariffs withinestablished classesdifferentiategovernment taxescontrolaccommodationtariffs withinestablished classesdifferentiategovernment taxes- 18 -

IND.D.004.16 April 20046. Classification authority/body deciding each classification. (Classificationauthorities such as National Tourism Ministry/Hotel Association, etc. Thefollowing (hotels, apartment hotels etc.) may each be classified by adifferent authority)Country/TerritoryHotels ApartmenthotelsAustria X X X XCanada X X X X XMotels Inns O<strong>the</strong>rs Classification authorityAustrian Professional HotelAssociationChile X X X X X National Tourism BoardCzech Republic X XSingle body in coope<strong>ra</strong>tion withCNFHRDenmarkXClassification Board (3 rep. fromDanish Tourist Board and 3 rep. from<strong>the</strong> national hotel association)Egypt X X Ministry of TourismEstonia X Ministry of EconomyF<strong>ra</strong>nce X DGCCRFGeorgia X X X X XSingle body for all types ofestablishmentsGermany X X X XDEHOGA in coope<strong>ra</strong>tion withregional tourism associationsGreece X X XTourism Directo<strong>ra</strong>tes of <strong>the</strong> 13regional authorities; in <strong>the</strong> new system<strong>the</strong> competent body will be <strong>the</strong> GreekNational Tourism OrganizationHungary X X X X Local authority/municipalityIceland X X X X Icelandic Tourist BoardI<strong>ra</strong>q X X X X Tourism BoardJordanKuwaitXGovernment authority incoordination with hotel associationLebanonMalaysia X X X XNe<strong>the</strong>rlands X X XRomania X X X XMinistry of Culture, Arts & Tourismof MalaysiaOne single authority which inspects<strong>the</strong> star-system; this is obligatory tobe able to use <strong>the</strong> name ‘hotel’Ministry of Tourism with IndustryRepresentativesSlovak Republic X Each establishmentSultanate of Oman X X Directo<strong>ra</strong>te Gene<strong>ra</strong>l of Tourism- 19 -

IND.D.004.16 April 2004Country/TerritorySwedenHotels ApartmenthotelsXSwitzerland X X X XMotels Inns O<strong>the</strong>rs Classification authoritySwedish Hotel & Restau<strong>ra</strong>ntAssociation5 regional and 1 nationalcommission, all bodies of <strong>the</strong> SHATurkeyUnitedA<strong>ra</strong>b Emi<strong>ra</strong>tes X X XUnited Kingdom X X XDepartment of Tourism &Commerce MarketingEngland: AA/RACScotland, Wales and Nor<strong>the</strong>rnIreland: national tourism org.s7. Bodies involved in devising and d<strong>ra</strong>fting classification.Was <strong>the</strong> classification system in question prepared by:a. NTA/NTO and o<strong>the</strong>r government officialsb. An expert designated/recommended by WTO/OMTc. In consultation with an international hotel and/or restau<strong>ra</strong>nt associationd. In consultation with national hotel associatione. A private national/international consultantf. Collabo<strong>ra</strong>tion between hotel industry and NTA/ Government/NTO expertsg. On <strong>the</strong> basis of ano<strong>the</strong>r country’s classification systemh. By revising <strong>the</strong> previous systemi. In consultation with Consumers’ AssociationCountry/Bodies involvedTerritory 1. 2. 3. 4. 5. 6. 7. 8. 9.Austria X X X XCanada X X X X XChile X X XCzech RepublicXDenmark X XEgypt X X X XEstonia X X X XF<strong>ra</strong>nceXGeorgiaXGermany X XGreece X X XHungary X X XO<strong>the</strong>rsExtensive market research project ontourist expectations and needs is <strong>the</strong>basis for <strong>the</strong> current system. Theresearch project was governmentfunded and carried out by <strong>the</strong> ViennaUniversity of Economics.Consumers’ Association demanded anational classification scheme.Market introduction in 1996,relaunched in 1999.There has been research into <strong>the</strong>classification systems existing inEurope.- 20 -

IND.D.004.16 April 2004Iceland X XI<strong>ra</strong>q X XJordan X XKuwaitXLebanon X XMalaysia X X X XNe<strong>the</strong>rlands XRomania X X X X XSlovak Republic X X X X XSultanate of Oman X XSweden X XSwitzerland X X X X XTurkey X X XDirecto<strong>ra</strong>te Gene<strong>ra</strong>l of Tourismin consultation with o<strong>the</strong>rministries concernedBased on HORESTA (Denmark’s)systemUnitedA<strong>ra</strong>b Emi<strong>ra</strong>tes X XUnited Kingdom X X X Xa.)8. Applicability of classification.Country/TerritoryIsclassificationmandatory?Canestablishmentsope<strong>ra</strong>tewithout beingclassified?Can classification bemandatory in certainareas, e. g. as a conditionfor membership of a hotelassociation?Is it necessary toobtainlicense/permission/regist<strong>ra</strong>tion toope<strong>ra</strong>te?Austria no yes no yesCanadavaries from province to provinceChile no yes no noCzech Republic yes no no noDenmark yes, hotels yes yes noEgyptyesyes, but will notbe classified as atouristestablishment yes yesEstonia no yes no yesF<strong>ra</strong>nce no yes no noGeorgia yes no no yesGermany no yes no noGreece yes no yesHungary yes no no yesIceland no yes no noI<strong>ra</strong>qJordan yes no no yesKuwaityesLebanon yes no no- 21 -

IND.D.004.16 April 2004Country/TerritoryIsclassificationmandatory?Canestablishmentsope<strong>ra</strong>tewithout beingclassified?Can classification bemandatory in certainareas, e. g. as a conditionfor membership of a hotelassociation?Is it necessary toobtainlicense/permission/regist<strong>ra</strong>tion toope<strong>ra</strong>te?no according to<strong>the</strong> new TourismAct 2002 whichwas implementedfor mandatoryclassification,before yes no yesMalaysiayesNe<strong>the</strong>rlands yes yes no yesRomania yes no no noSlovak Republic yes no no noSultanate of Oman no yesSweden no yes noSwitzerlandyes, for SHAmembersyes, non-membersof SHA no yesTurkey yes no yes yesUnitedA<strong>ra</strong>b Emi<strong>ra</strong>tes yes no no yesUnited Kingdomno, except inNor<strong>the</strong>rn Irelandyes, except inNor<strong>the</strong>rn Irelandyes, e.g. in order to obtainadvertisement space inTourist Board publicationsnob.)Country/TerritoryOf establishments(by type ofestablishments)%Of room capacity(by type ofestablishments)%Can all establishmentsapply to be classified?Austria 70 75 yesCanada 90 95 yesChile 20 35 yesCzech Republic 100 100yes, space of rooms accordingto law act 173/98 SbDenmark 70 90no, only national hotelassociation’s membersEgyptEstonia 25 of hotels 50 of hotel roomsF<strong>ra</strong>nceyesonly certified hotels can beclassifiednoGeorgia 65 50 yesGermany 15 30 yes, more than 8 bedsGreece 100 100 yes- 22 -

IND.D.004.16 April 2004Country/TerritoryOf establishments(by type ofestablishments)%Of room capacity(by type ofestablishments)%Can all establishmentsapply to be classified?Hungary 100 100 yesIcelandMost of <strong>the</strong> largest hotels in <strong>the</strong> country and most of<strong>the</strong> hotels in Reykjavik are classified but <strong>the</strong>re arevery many small guesthouses and few are classified.yesI<strong>ra</strong>qJordanyesKuwait 80 80 yesLebanonMalaysianoyes, if <strong>the</strong>y have appropriateinf<strong>ra</strong>-structure as a touristaccommodation premise andvalid business licenceNe<strong>the</strong>rlands 100 100 yesRomania963 hotels, motels, innsand similar~120.000 rooms, ofwhich 45% seasonalyes, all minimum criteriarecommended by WTO areappliedSlovak Republic 100 100 yesSultanate of Oman 30 yesSweden 35 % of <strong>the</strong> members 40 % of <strong>the</strong> membersNo, establishments have to bemembers of SHRSwitzerland 45 80no, establishments have to bemembers of <strong>the</strong> SHATurkey 55 75 noUnited A<strong>ra</strong>bEmi<strong>ra</strong>tes 100 100 yesUnited Kingdom 30-40 60 yes9. Verification of compliance with classification system.a.) Is verification performed by:Country/TerritoryCent<strong>ra</strong>lgovernmentinspectorsLocalgovernmentinspectorsHotel industry(second party)inspectorsIndependent(third party)inspectorsAustria X XCanadaXChileCzech RepublicXDenmarkXEgypt X XEstoniaO<strong>the</strong>r partiesClassification Commission,(Ministry of Economy)- 23 -

IND.D.004.16 April 2004Country/TerritoryCent<strong>ra</strong>lgovernmentinspectorsLocalgovernmentinspectorsHotel industry(second party)inspectorsIndependent(third party)inspectorsO<strong>the</strong>r partiesF<strong>ra</strong>nceGeorgia X XGermany X NTA and RTAGreece X X XHungary X Xconsumer protectionorganisations, municipalityIcelandXI<strong>ra</strong>qJordan X JHA inspectorsKuwaitXLebanon X XMalaysia X X X XNe<strong>the</strong>rlandsXRomania X X XSlovak Republic X XSultanate of Oman XSwedenXSwitzerlandXTurkey X XUnitedA<strong>ra</strong>b Emi<strong>ra</strong>tesXUnited KingdomXThird party inspectorsare Authorities for firedepartment & healthb.) Mode of verification:Announced visitsCountry/Territoryat fixed dateMystery checksO<strong>the</strong>r methodsfrequent questionnaires to be answeredAustriaXby <strong>the</strong> hoteliersCanada yes, except for 5* yes, except for 5*Chile X one time visit upon applicationCzech RepublicXDenmark X XEgyptXEstoniaXF<strong>ra</strong>nceXGeorgiaXGermanyXGreeceXnon-announced visits of <strong>the</strong> competentpublic authoritiesHungaryXIcelandXI<strong>ra</strong>qJordanXKuwaitXLebanonXMalaysia X XNe<strong>the</strong>rlandsXRomania X X- 24 -

IND.D.004.16 April 2004Country/TerritoryAnnounced visitsat fixed dateMystery checksSlovak RepublicSultanate of OmanSwedenXSwitzerlandXTurkey X XUnitedA<strong>ra</strong>b Emi<strong>ra</strong>tes X XUnited KingdomXO<strong>the</strong>r methodsDGT inspectors <strong>ra</strong>ndom surprise visitsc-d.)Country/TerritoryCost of verification borne by:Periodicity ofThe hotel companyThe verifying authorityverificationconcernedAustriaXCanada X every yearChile X once upon regist<strong>ra</strong>tionCzech Republic X every two yearsDenmark X every yearEgyptXEstonia X (State) every two yearsF<strong>ra</strong>nceoccasionallyGeorgia X every yearGermany X every three yearsGreece X X can occur at any timeHungary X occasionallyIceland X every yearI<strong>ra</strong>qJordan X every yearKuwait X every three yearsLebanonMalaysia X every two yearsNe<strong>the</strong>rlands X every two yearsRomania X X every three yearsSlovak Republic X occasionallyevery year and whennecessarySultanate of OmanXSweden X Every yearSwitzerland X every five yearsTurkey X occasionallyevery year or when askedby <strong>the</strong> establishment forclassificationUnitedA<strong>ra</strong>b Emi<strong>ra</strong>tes X XUnited Kingdom X every year- 25 -

IND.D.004.16 April 200410. How frequently is <strong>the</strong> classification system updated?11. Who finances <strong>the</strong> system?12. What are <strong>the</strong> main criteria referred to for classification?Country/TerritoryAustriaHow frequently isclassification systemupdated?every yearWho finances <strong>the</strong>system?membership establishmentsof <strong>the</strong> Austrian ProfessionalHotel AssociationWhat are <strong>the</strong> maincriteria referred to forclassification?hard- and softwareCanada every year <strong>the</strong> hotels numerousChilequarterly, regardingregistered and classifiedestablishmentsNational TourismAdminist<strong>ra</strong>tionavailability of services, e.g.restau<strong>ra</strong>nt facilities, meetingrooms, recreational, parkingCzech Republic every two years respective facilitiesDenmark every three years <strong>the</strong> classified hotelslaw act 137/98 Sb andclassification of CNFHRall services and facilities thatcan be measuredEstonia every five years governmentF<strong>ra</strong>ncehotel concernedGeorgia every year hotel companyafter 4-5 years <strong>the</strong>criteria are checked andupdated to market hotels (classificationGermanyneedsfees)every five years hotelshave to update certainGreecesupporting documents government and hoteliersnumber of rooms, surfaces,serviceGeorgian National Standard;12 December 1996237 objective criteria, mainlyhardware; minimum criteria bycategory and assessment pointsto be reachedcompulsory technical specificationsand functional standards whichcan be compulsory or optionalHungary every five years government <strong>the</strong> level of comfort providedIceland every year <strong>the</strong> participant hotels objectiveI<strong>ra</strong>qJordanJordan Hotel Association<strong>the</strong> JHA hotel classificationsystemKuwaitwhen it is neededKuwait Hotel OwnersAssociationLebanongovernmentlocation, building, indoorunits, personnel- 26 -

IND.D.004.16 April 2004Country/TerritoryMalaysiaNe<strong>the</strong>rlandsRomaniaHow frequently isclassification systemupdated?every 3 yearsevery three yearsalmost every 3 yearsWho finances <strong>the</strong>system?Ministry of Culture, Arts& Tourism Malaysiaall enterprises in <strong>the</strong>hotel, restau<strong>ra</strong>nt andcatering industryMinistry of Tourism andtaxes paid by ope<strong>ra</strong>torsSlovak Republic irregularly governmentSultanate of OmanSwedenSwitzerlandevery year and whennecessaryJust initiated so onlyminor adjustmentsregularlyinformation: every yearstandards of class.: everyfive yearsDirecto<strong>ra</strong>te-Gene<strong>ra</strong>l forTourismInitial one time costcovered by SwedishTourist Delegation(Government). On-goingcosts covered by <strong>the</strong>hotels through a yearlyfee based on number ofrooms.Swiss Hotel AssociationTurkey every year governmentevery year or whenUnitedchanges are announcedA<strong>ra</strong>b Emi<strong>ra</strong>tesat a hotelgovernmentUnited Kingdomevery yearfees paid by participatinghotelsWhat are <strong>the</strong> maincriteria referred to forclassification?Qualitative & aes<strong>the</strong>ticrequirements of Commonareas (lobby, reception, bar,restau<strong>ra</strong>nt, banquet halls,recreation), Services (F&B,Front desk), SafetyStandards & hygiene, Staffand roomshardware, very little attentionto service-related aspectsminimum recommended byWTOqualified personnel, qualityand number of serviceslocation, outlets, building,indoor unitsHotel standard and servicefunctionsquality of inf<strong>ra</strong>structure andservicesstandard of rooms and o<strong>the</strong>rsocial activities of <strong>the</strong> hotelservices, health standards,inf<strong>ra</strong>structureEngland: facility basedScotland, Wales: qualitybased- 27 -

IND.D.004.16 April 200413. Is <strong>the</strong>re any link between <strong>the</strong> classification scheme and:Social obligations of <strong>the</strong> employer (i.e. <strong>ra</strong>ting as a criterion to determinesocial charges);O<strong>the</strong>r burdens on <strong>the</strong> employer (i.e. <strong>ra</strong>ting as a criterion to determine o<strong>the</strong>rcharges/taxes imposed on <strong>the</strong> employer).14. Are you satisfied with <strong>the</strong> existing system in your country?15. Plans to introduce new classification or revise current classification?Country/TerritoryAustriaCanadaChileObligationsrelating toemployernonenot consideredAre you satisfied with <strong>the</strong>existing system in yourcountry?yes, <strong>the</strong>y have just modernised <strong>the</strong>systemyes, but <strong>the</strong>re is always room forimprovementno, <strong>the</strong> actual system does not evaluatequality of service; inf<strong>ra</strong>structure norminimum requirements; it should bealso mandatory and incentivated as amarketing tool; classification andverification should be periodicalPlans to introduce newclassification or revisecurrent classification?<strong>the</strong>re is an ongoingrevisionyes, <strong>the</strong> local hotel associationand national tourismadminist<strong>ra</strong>tion are working ona plan to review <strong>the</strong> currentclassification system to includeabove mentioned aspectsCzech Republic none not in all respects within two or three years<strong>the</strong> hotels mustcomply with allrelevant laws (tax,yes, it is easily understood as all criteria aremeasu<strong>ra</strong>ble; g<strong>ra</strong>ding meets <strong>the</strong>expectations of <strong>the</strong> customers, and <strong>the</strong><strong>the</strong>y are currently revising<strong>the</strong> classification as <strong>the</strong>yworking conditions, independent classification board ensures do at least every threeDenmarklicence, etc.) <strong>the</strong> credibility of <strong>the</strong> schemeyearsEstoniaFinlandnoneyes, in gene<strong>ra</strong>l, only periodicity ofverification should be every fiveyearsyes, as far as <strong>the</strong>re is no officialhotel classification system inFinlandgovernment system includesa lot of bureauc<strong>ra</strong>cy, so it ismore effective to bemanaged by NTA, maybe incoope<strong>ra</strong>tion with NTOF<strong>ra</strong>nce none yesGeorgiaGermanyGreeceHungaryIcelandneeds to beimprovednoneto provide minimalservices plusadditional servicesnonelack of information in both partiesyes, it is <strong>the</strong>ir own marketingsystem with <strong>the</strong> possibility ofchanging aspects immediately<strong>the</strong> old system had to be modernised;<strong>the</strong> new one has not yet come intoforce, so cannot be evaluatedyesyes, quite satisfied, but many hotelsfind it too expensive; would like toadd subjective criteria in <strong>the</strong> futureplan for new classificationbased on internationalexperience and lawsexisting system will berevised regularly in 2003<strong>the</strong>re is a need to renew itevery five yearsno, not yet; we have onlyhad this system, which is <strong>the</strong>Danish one, for a few years- 28 -

IND.D.004.16 April 2004Country/TerritoryObligationsrelating toemployerAre you satisfied with <strong>the</strong>existing system in yourcountry?Plans to introduce newclassification or revisecurrent classification?I<strong>ra</strong>qJordanout of 16% socialsecurity fees, <strong>the</strong>owner pays 11,6%Kuwait none might need updateCNSS,t<strong>ra</strong>nsportation, yes, it has just been revised andLebanoneducation <strong>the</strong> new one is quite modernMalaysiaNe<strong>the</strong>rlandsNorwayRomanianoofficially no, but<strong>the</strong>re are examplesof real estate taxesbeing based on <strong>the</strong>star <strong>ra</strong>ting of <strong>the</strong>hotel concernedExist plans for <strong>the</strong> system to bemanaged by <strong>the</strong> national hotelassociation but not for certain yetrevise currentclassificationYes, to differentiatecriteria for serviceapartments<strong>the</strong>y are in <strong>the</strong> process of evaluating <strong>the</strong> system; <strong>the</strong>y have conducted asurvey among <strong>the</strong>ir members and 44% want to maintain <strong>the</strong> presentsystem, 28% prefer a voluntary system and 18% want no classification at allcould be better, but state regulations,control and certification is still necessary tillprivatisation is ready and ope<strong>ra</strong>tors will bemore checked by market consumers thanby official bodies<strong>the</strong>y are working on hotelclassification and now <strong>the</strong>yhave conducted a surveyamong <strong>the</strong> consumers andtour ope<strong>ra</strong>torswithin one month, but <strong>the</strong>only change refers to F&BsectorSlovak Republic yes not in near futureSultanate of Omannoneyes, <strong>the</strong> system is currentlysatisfactory; <strong>the</strong>re is a tourism lawwhich will amend and improvefur<strong>the</strong>r <strong>the</strong> classification<strong>the</strong> tourism law will add andrevise certain pointsSwedennoyes, and <strong>the</strong>re is an intention tobuild a Nordic System with Swedenand Denmark as a baseStudying to classifyapartment hotels andconference facilities<strong>the</strong> current classification willbe revised during <strong>the</strong> nextthree years and enter in forceSwitzerland none yesTurkeynoneno, <strong>the</strong> changes in <strong>the</strong> industry arevery fast and <strong>the</strong> classification systemis not very effective actuallyin 2005involve more <strong>the</strong> hotelassociation instead ofcent<strong>ra</strong>l government- 29 -

IND.D.004.16 April 2004Country/TerritoryUnitedA<strong>ra</strong>b Emi<strong>ra</strong>tesObligationsrelating toemployerhotel must respectlocal t<strong>ra</strong>ditions,social values andMuslim religion;facilities must begiven to employeesAre you satisfied with <strong>the</strong>existing system in yourcountry?yes, but intend to develop andimprove <strong>the</strong> system in 2003United Kingdom none no, three schemes is too manyPlans to introduce newclassification or revisecurrent classification?always trying to keep up with<strong>the</strong> development of <strong>the</strong>industry<strong>the</strong> governments in England,Scotland and Wales aremoving towards accepting <strong>the</strong>need for a combined systemAdditional commentsCountry/TerritoryCanadaCaribbeanColombiaCzech RepublicF<strong>ra</strong>nceHungaryNe<strong>the</strong>rlandsAdditional commentsEach province has different rules, regulations, laws; classification is not mandatoryin many provinces.According to <strong>the</strong> Canadian Constitution, property and civil regulation is aprovincial matter, so <strong>the</strong>re are 4 different classification systems in Canada.Many countries such as Barbados, St. Lucia, Bahamas and Jamaica had plans toestablish a system, but none of <strong>the</strong>m had implemented it. ‘Les departmentsd’outre mer F<strong>ra</strong>nçais’ are part of F<strong>ra</strong>nce and <strong>the</strong>refore subject to Frenchlegislation. Cancun, Cozumel and <strong>the</strong> Rivie<strong>ra</strong> Maya are subject to Mexico’s starsystem.CHA’s official position has always been to oppose <strong>the</strong> setting up of nationalclassification prog<strong>ra</strong>ms, on <strong>the</strong> grounds that with different criteria, <strong>the</strong>y wouldtotally confuse an already turbulent marketplace. It is conceivable that a casecould be made for a Caribbean regional prog<strong>ra</strong>m, but it would require anawesome amount of preliminary discussion and could meet difficulties inimplementation. More to <strong>the</strong> point would be a common approach to hotellicensing, with proper criteria in place for space requirements, fire safety andhealth standards, etc.Due to <strong>the</strong> last government tourism reform law in 1996, <strong>the</strong>re is not an officialhotel or similar establishment classification in Colombia at this moment.The system is basically established on <strong>the</strong> law /act 137/98 Sb./ Czech NationalFede<strong>ra</strong>tion of Hotels and Restau<strong>ra</strong>nts (CNFHR) built it up to <strong>the</strong> quality of servicesand equipment.Besides of government classification, ‘Hotelcert’ has a private additional <strong>ra</strong>tingsystem.International chains (e.g. ACCOR Group) do not like <strong>the</strong> valid categorisationsystem.In The Ne<strong>the</strong>rlands <strong>the</strong> name ‘hotel’ is protected by law. Accommodations need to have atleast one star to be able to call <strong>the</strong>mselves hotel.The scheme is updated whenever one of <strong>the</strong> participants (i.e. Belgium, Luxembourg andHolland) asks for modification.The national automobile association ANWB ope<strong>ra</strong>tes its own system. This system is avoluntary system, paid for by <strong>the</strong> individual hotels. Around 60% of all establishments with atleast one star in <strong>the</strong> official classification participate. If one is willing to pay <strong>the</strong> fee, it will be‘ANWB preferred supplier’ and will receive a label on or near <strong>the</strong> front ent<strong>ra</strong>nce.- 30 -

IND.D.004.16 April 2004RomaniaSwitzerlandUnited KingdomOpe<strong>ra</strong>tors should submit a written request (a complete file). For new developments, a pre-projectvisa must be obtained from Ministry of Tourism. Gene<strong>ra</strong>lly speaking, all criteria are applying ofthose minimum recommended by WTO. Compliance with minimum requirements of norms andconsequently with health, sanitary-veterinary, work safety, fire safety bodies certificates. It appliesto: buildings, room size, safety & security criteria, staff certificates proving g<strong>ra</strong>duation of hospitalityschools (front desk, restau<strong>ra</strong>nt waiters, cooks, chefs) and a certificate for hotel director /Gene<strong>ra</strong>lManager, issued by Ministry of Tourism/.Restau<strong>ra</strong>nts are part of <strong>the</strong> classification scheme, <strong>ra</strong>ted by stars by Ministry of Tourism.The only and very recent private classification guide appeared on <strong>the</strong> market – House – and itcreated rumours among Ministry of Tourism officials. The Romanian Hotel Industry Fede<strong>ra</strong>tion’sposition is that as long as it is a free market, government can <strong>ra</strong>te hotels much more objectivelythan inspectors, who can be ‘convinced’.The classification system of <strong>the</strong> Swiss Hotel Association is <strong>the</strong> only classificationsystem in Switzerland. It was adopted by SHA in 1979 and has been revised every5 years.The classification system is not very clear, some hotel groups award <strong>the</strong>mselves star <strong>ra</strong>tings.- 31 -

IND.D.004.16 April 20042. Compilation of replies from public sector to WTO.Questionnaire on <strong>the</strong> classification of accommodation establishments (hotels & similarestablishments). Completed by responsible officers of National Tourism Administ<strong>ra</strong>tions(NTAs) in collabo<strong>ra</strong>tion with <strong>the</strong>ir national hotel association(s).145 questionnaires were sent out. The following is <strong>the</strong> analysis of <strong>the</strong> 89 replies received.Participating CountriesCountry/Territory RespondentAddressAlgeriaAndor<strong>ra</strong>ArgentinaArmeniaAzerbaijanBelgiumBeninBoliviaBosnia andHerzegovinaBotswanaB<strong>ra</strong>zilBurundiCambodia*Saïd RebachVice-DirectorMonica Bonell TusetTourism TechnicianGerman Luis PerezExecutive CoordinatorA<strong>ra</strong>m TorosyanSenior ExpertBakhtiyar GylyndzhovSenior OfficialMouling AlfonsGene<strong>ra</strong>l AssistantPaul C. AkohaDirector of Tourism & HotellerieTec. Monica V. Vargas O.Responsible for TourismServicesDunja PejicSenior AdvisorKenneth Bentinckfor/ DirectorNelson Faria Lins d’AlbuquerqueJuniorChief of Tourism Product QualityDepartmentNsabimanaG<strong>ra</strong>ding Service of TourismEstablishmentsOm SornsunUnder Secretary of StateMinistry of TourismR. N.-36 El-Biar, AlgerMinistry of Presidency and Tourism,Department of TourismCarrer P<strong>ra</strong>t de la Creu 62-64, Andor<strong>ra</strong> la VellaSecretariat of TourismSuipacha 1111, piso 20 (1368), Buenos AiresMinistry of T<strong>ra</strong>de and Economic Development,Tourism Development Department5 Mher Mkrtchian str., 375010, YerevanFlemish TourismG<strong>ra</strong>smarkt 61, 1000, BrusselMinistry of Culture, Industry and TourismMinistry of Foreign T<strong>ra</strong>de and InvestmentAv. Mariscal Santa Cruz, Edificio Palacio de lasComunicaciones, Piso 16, La PazMinistry of T<strong>ra</strong>de and TourismVuka Ka<strong>ra</strong>dzica 4, 78000 BanjalukaDepartment of TourismPrivate Bag 0047, GaboroneMinistry of Sports and Tourism, B<strong>ra</strong>zilianInstitute of TourismSCN – Quad<strong>ra</strong> 2, Bloco G, Sala 204, 70712-907 B<strong>ra</strong>silia/DFBP 902, Bujumbu<strong>ra</strong>Ministry of Tourism- 32 -

IND.D.004.16 April 2004ChadChileChinaCosta RicaCroatiaCubaCyprusAkia AbounaMinister of TourismDevelopmentHumberto Rivas OrtegaChief of PlanificationDepartmentZhou ZhangDeputy Director of HotelDivisionLic. Martin Quesada Rive<strong>ra</strong>Chief of Tourism Services andEnterprises DepartmentZdenko MicicDeputy MinisterMaria Elena Lopez ReyesDirector of Quality DepartmentKyriakos KyriakouTourist OfficerMinistry of Tourism DevelopmentAv. Providencia 1550, SantiagoChina National Tourism Administ<strong>ra</strong>tion9A, Jianguomennei Ave., 100740 BeijingMinistry of TourismUl. g<strong>ra</strong>da Vukova<strong>ra</strong>, 78, ZagrebMinistry of TourismCalle 19 No 710 esq. Paseo Vedado, LaHabanaCyprus Tourism OrganisationP. O. Box 24535, 1390 NicosiaCzech RepublicEcuadorPetr HouskaDeputy Director Old Town Square 6, 110 15 P<strong>ra</strong>gue 1Monica Ja<strong>ra</strong>millo LuqueChief of National Tourism Ministry of TourismResourcesEritreaEthiopiaF<strong>ra</strong>nceGambiaGeorgiaGermanyGhanaGreeceGuatemalaTseggai MogosD/G/T ServiceMatewos G/MariamHead of Standardization &Licensing DepartmentMichel VeneauAssistant Chief of TourismIndustries & ProfessionsDepartmentJimmo JawnehFor: Director Gene<strong>ra</strong>lMaya MargvelashviliDeputy ChairmanMarkus Lu<strong>the</strong>,Deputy Chief ExecutiveAdeline BoatengQuality Assu<strong>ra</strong>nce ManagerEvangelia PapadopoulouInternational RelationsDepartmentHugo Armando Ruiz GarciaChief of Regist<strong>ra</strong>tion &Supervision of TourismEnterprises DepartmentMinistry of TourismTourism CommissionP. O. Box 2183, Addis AbabaDirection of Tourism2, rue Linois, 75015 ParisGambia Tourism AuthorityKololi, P. O. Box 4085, Bakau, K. M. C.State Department of Tourism and Resorts ofGeorgia80, Chavchavadze Str., 380062, TbilisiDEHOGA and IHA10873 Berlin, GermanyGhana Tourist BoardP. O. Box 3106, Acc<strong>ra</strong>Ministry of Development, Gene<strong>ra</strong>l Secretariatof Tourism2, Amerikis street, 10564 A<strong>the</strong>nsGuatemala Tourist Commission7a. Ave. 1-17, zona 4, Guatemala, C.A.- 33 -

IND.D.004.16 April 2004Guinea EquatorialHaitiHungaryIndia*IndonesiaI<strong>ra</strong>nItalyGabino-Muemba MolonguaivinaGene<strong>ra</strong>l Director of TourismMarie-Jo BredyPlanification DirectorGeorges BelinInvestments DirectorJn-Claude RollesConsultantGabor LombosiSecretary-Gene<strong>ra</strong>lJ. DashJoint Director-Gene<strong>ra</strong>lI Gede ArdikaMinister of Culture and TourismFereidoun Nateghi ElahiTechnical Advisor to <strong>the</strong> DeputyMinister and Chairman of I<strong>ra</strong>nTouring and Tourism ITTOMauro Di PietroMinistry of Information, Tourism & Culture,Gene<strong>ra</strong>l Secretariat of TourismMalaboHotel Association of HungaryP. O. Box 233, H-1444, BudapestTourism India C-1 Hutments Dalhousie Road,110011 New DelhiMinistry of Culture and Tourism of <strong>the</strong>Republic of IndonesiaJl. Medan Merdeka Ba<strong>ra</strong>t 17-19, 10110 JakartaMinistry of Culture & Islamic Guidance, I<strong>ra</strong>nTouring & Tourism OrganisationHajj and Pilgrimage Bldg. Azadi Ave, P. O. Box14155-1555, Teh<strong>ra</strong>nMinistry of Productive ActivitiesGene<strong>ra</strong>l Tourism BoardVia della Fer<strong>ra</strong>tella, 51, 00184 RomeIvory Coast Director of Tourism B. P. V. 184JamaicaJordanKazakhstanCarrole A.M. Guntley-B<strong>ra</strong>dyDirector-Gene<strong>ra</strong>lNader DahabiMinister of T<strong>ra</strong>nsportShaikenova RashidaExecutive DirectorMinistry of Tourism and SportJamaica Tourism Center3 rd Floor, 64 Knutsford Boulevard, Kingston 5Ministry of Tourism & AntiquitiesP.O. Box 224, Amman 11118Kazakhstan Association of Hotels andRestau<strong>ra</strong>nts98 Zheltoksan str, office 509, 480091KenyaLebanonMacauMadagascarMadei<strong>ra</strong>MalawiClement MwatsamaDirector of TourismMohammed ZantoutInspector at Ministry of TourismMaria Isabel da Costa AlvesHead of Licensing DivisionRasolofoniaina HagaDirector of Tourist DevelopmentDepartmentBruno Camacho Perei<strong>ra</strong>Regional DirectorIsabel T. Chakhumbi<strong>ra</strong>Senior Tourism OfficerMinistry of Tourism and InformationP. O. Box 54666, NairobiMinistry of TourismRue de la Banque Cent<strong>ra</strong>le, BeyrouthMacau Goverment Tourist OfficeLargo do Senado, 9 Edf. RitzMinistry of TourismRue Fernand Kassanga , B.P. 610 Tsimbazaza,Antananarivo 101Regional Secretariat of Tourism and Culture,Regional Tourism BoardAvenida Anniaga, 18, 9004–519 FonchalMinistry of TourismP. O. Box 402, Blantyre- 34 -

IND.D.004.16 April 2004PeruPhilippinesPolandPortugalPuerto RicoRussiaSan MarinoSao Tomeet PrincipeSeychellesSier<strong>ra</strong>LeoneSlovakRepublicSloveniaSouth AfricaSpainSri LankaSwitzerlandTanzaniaMiguel Antonio Zamo<strong>ra</strong> S.National Director of TourismAtty. Ma. Victoria V . JasminDirector of <strong>the</strong> Office of TourismStandardsMrs. Malgorzata Mika-BryskaDirector of Department of TourismJose Sancho SilvaGene<strong>ra</strong>l DirectorJose M. Ti<strong>ra</strong>doEconomic Research SpecialistN. ShengueliaChief of Tourism DepartmentGloria Licini, Dominique MorolliSinha LevkovicAssistant Director of InspectorsQuality Assu<strong>ra</strong>nce UnitJoseph O. Mansa<strong>ra</strong>yPlanning & Development ManagerEliska RomanovaSenior OfficerAna BozicnkSenior CounselorDr. Joseph RaputsoeAntónio Nieto MagroSudirector Gene<strong>ra</strong>l de Coope<strong>ra</strong>ción yCoordinación TurísticaDirector/T<strong>ra</strong>de Standards (Hotelsand Guest-houses)Andrea KammerHotel Classification ServiceSalama A. KibogoyoPrincipal Tourism OfficerMinistry of Industry, Tourism, Integ<strong>ra</strong>tion &International Commercial Negotiation,Department of TourismCalle Uno Oeste, 50 Urb. Corpac, San Isidro, Lima 27Department of Tourism, Office of TourismStandardsRM. 204, 2 nd floor DOT Bldg. T, M. Kalaw St.,Ermita, 1000 ManilaMinistry of Economy, Department of TourismPl. Trzech Krzyzy 3/5, 00-507 WarsawGene<strong>ra</strong>l Tourism BoardAv. Antonio Augusto de Aguiar, 86, 1069-021 LisboaPuerto Rico Tourism Company, Department ofBusiness Intelligence, Division of Research &DevelopmentP. O. Box 902390, Old San Juan Station, San JuanMinistry of Economic Development and T<strong>ra</strong>deoffice of TourismPromotion and Prog<strong>ra</strong>mming SectorCont<strong>ra</strong>da Omagnano, 20, San Marinohotel and Tourism BoardCaixa Postal 40, St. TomeInspectors Quality Assu<strong>ra</strong>nce UnitP. O. Box 92, Victoria, MaheNational Tourist Board of Sier<strong>ra</strong> LeoneRoom 100, Cape Sier<strong>ra</strong> Hotel, P. O. Box 1435,FreetownMinistry of Economy, Department ofInternational Coope<strong>ra</strong>tion in TourismMierova 19, 827 15 B<strong>ra</strong>tislavaMinistry of EconomyTrubarjeva 11, 2000 MariborDepartment of Environmen and TourismPrivate Bag x447, 0001 PretoriaJosé Lázaro Galdiano 628036 MadridSri Lanka Tourist Board , No 80, Galle Road,Colombo 03Swiss Society of HoteliersMonbijoust<strong>ra</strong>sse 130, CH–3001 BernMinistry of Natu<strong>ra</strong>l ResourcesP. O. Box 9352, Dar-Es-Salaam- 36 -

IND.D.004.16 April 2004TogoTunisiaTurkeyUk<strong>ra</strong>ineAnate S . BagnahDirector of Tourism ProfessionsTurkay CanManagerLudmila A. MechterskihChief of AccommodationEstablishment Classification SectorMinistry of TourismB.P. 1289, LomeMinistère du Tourisme et de l’Artisanat,Office National du TourismeThe Union of Turkish Municipalities GuesthouseSelanik Cad. 57, Kizilay/Anka<strong>ra</strong>Accommodation Establishment ClassificationSector36, Yaroslaviv Val, 01034 Kyiv,VietnamVu Quoe TriDeputy Director of Hotel DepartmentVietnam National Administ<strong>ra</strong>tion of Tourism80-Quan Su Street, HanoiYugoslaviaZambiaAleksandar SusaAdvisorMicheal LengalengaPrincipal Standards InspectorNational Tourism Organisation of SerbiaDobrinsjka 11, 11000 Belg<strong>ra</strong>de, Serbia, FRMinistry of Tourism Environment and Natu<strong>ra</strong>lResourcesP. O. Box 30575, LusakaCambodia* Letter of 17 July 2002, advising that <strong>the</strong>y are preparing <strong>the</strong> replies.Germany* There is no government classification, hence no replies to questions in part A.India*Survey returned void.Maldives* E-mail of 10 July 2002. They do not have a Hotel Classification System in <strong>the</strong>Maldives.Monaco* They only sent <strong>the</strong> legislation and have not replied to <strong>the</strong> survey.NigeriaVerbal note of 12 June 2002: “<strong>the</strong> questionnaire has been t<strong>ra</strong>nsmitted to <strong>the</strong>appropriate Nigerian Authorities for <strong>the</strong>ir necessary action”.TunisiaSent <strong>the</strong> classification system of hotels “Normes 2000” but did not reply to <strong>the</strong> survey.- 37 -

IND.D.004.16 April 2004Part A : Government classification1. Application to facilities(a) Current classification in force applies to:Country/TerritoryHotelsApartmenthotels Motels Inns O<strong>the</strong>rsAlgeria X X X XHoliday villages, pensions,chaletsAndor<strong>ra</strong> X X X Pensions, chalets and bungalowsArgentina X X X XArmenia X X X XAzerbaijan X X XBelgium –Flemish X X X XBenin X XBolivia X X XBosnia andHerzegovina X X XB<strong>ra</strong>zilXBurundi X X XChile X X X XChinaXCosta Rica X XCroatia X X XCuba X X X Tourist villasComplimentary hospitality,resortHolliday villages, touristapartments, guesthouses,pensionsTourist villages, t<strong>ra</strong>ditionalhouses, guesthouses, touristapartments and furnishedapartments which areregarded as perishing classesof accommodationCyprus X X XCzech Republic X X XEcuador X X X X Floating hotels, pensions,EquatorialGuinea X X XEthiopia X X X Pensions, guesthousesF<strong>ra</strong>nce X XGhana X X X X ResortsGreece X X XGuatemala X X X XBed & breakfast, apartmenthouse, tourist hotelHungaryXIndonesia X X X XI<strong>ra</strong>nItaly X X X XIvory Coast X X XJordan X X X Hotel suites, hostelsKazakhstan XKenya X X X XLebanon X X X X ChaletsMacau X X- 38 -

IND.D.004.16 April 2004Country/Territory HotelsApartmenthotels Motels Inns O<strong>the</strong>rsMadagascar X X EcolodgesMadei<strong>ra</strong> X X X Ru<strong>ra</strong>l tourismMalawi X X X LodgesMalaysia X X XMali X X X XMalta X X Self-cateringMonacoXVillas, bungalows, pensions,Moldova X X Xholiday villages, tourist shipsT<strong>ra</strong>ditional ger camp (gert<strong>ra</strong>ditionalMongoliaXhouse)Montenegro X X X Resort hotel complexesHoliday villages, pensions,restau<strong>ra</strong>ntsMorocco X X X XMozambique X X X XNe<strong>the</strong>rlands X X X XNigeriaXPakistan X X X X GuesthousesPa<strong>ra</strong>guayPeru X X X Ecolodges, pensions, resortsPhilippines X X X X Pensions, homestaysPoland X XPensions, guesthouses,bivouac groundsApartment hotels, pensions,holiday villages, guesthousesPortugal X X XPuerto Rico X X X Puerto Rico InnSao Tome etPrincipe X X X XSan Marino X X XSeychellesXSlovak Republic X X Boarding housesSlovenia X X X X Camps, marines, apartmentsSouth Africa X X XSpain X X X XSri Lanka X GuesthousesLodges, villas, cottages,restau<strong>ra</strong>ntsTanzania X X XTogo X X XTunisiaXTurkey X X Holiday villagesUk<strong>ra</strong>ine X XVietnamXYugoslavia X X X X PensionsZambia X X X Lodges- 39 -

IND.D.004.16 April 2004Country/Territory All or specific types Last date G<strong>ra</strong>phical symbolAlgeria all 1999 starsAndor<strong>ra</strong>ArgentinastarsArmeniaAzerbaijanBelgium - Flemish all 1984 starsBeninBolivia all starsBosnia andHerzegovinaB<strong>ra</strong>zil all starsBurundi specific types 1978 starsChile 1992China 1988 starsCosta Rica 26 February 1997 starsCroatia all 10 May 2002 starsCuba all 2002 starsCyprus all 1969 stars, lettersCzech Republic all hotels 2002 starsEcuadorEthiopia specific types starsF<strong>ra</strong>nce all 14 February 1986Ghana all 1979 starsGreeceGuatemalaGuinea EquatorialallHungary all 24 June 1998 starsItaly all 1983 starsIvory Coastall hotels, apartmenthotels & motelshotels 1 January1994 stars, ABCJordanKazakhstanLebanon all 2000 starsMacauMadagascar all 19 April 2001 starsMadei<strong>ra</strong>MalawiMalaysia all 1995 / 2001Malistars; ‘standard’, ‘comfort’,‘superior’ (self-catering)MaltaMoldova all 2002 starsMontenegro all starsMonaco hotels stars 1-4LMongoliaall hotelsall tourist ger camps19982000Morocco all 25 November 1986 starsNe<strong>the</strong>rlands all 1999 starsNigeria all 1978 starsPakistan all 1977Pa<strong>ra</strong>guaystars1.2 g<strong>ra</strong>de- 40 -

IND.D.004.16 April 2004Country/Territory All or specific types Last date G<strong>ra</strong>phical symbolPeru all 13 July 2001 starsPhilippines all nonePoland all 13 June 2001 starsPortugal all 1997 starsPuerto Rico specific, hotels N/ASao Tome etPrincipeSan Marino 18 March 1993SeychellesSlovak Republic all 1 November 2001 starsSlovenia all 23 May 1997 starsSouth AfricaSpainSri Lanka hotels starsTanzaniaTogo all 1989 starsTurkey all starsTunisia 2000 starsUk<strong>ra</strong>ineVietnam all 27 April 2001 starsYugoslavia all starsZambiab) additional comments, if any :Country/TerritoryJordanMongoliaSpainTunisiaCommentsEstablished at Cent<strong>ra</strong>l government level, Ministry of Tourism &Antiquities.Both standards expected to be revised by end 2002. The d<strong>ra</strong>ft ofmotel, guest house standards is in process.Classifications made by Regional GovernmentsThe system “Normes 2000” includes 3, a start system which iscompulsory plus a Quality Label and Specialisation, which are bothvoluntary.- 41 -

IND.D.004.16 April 20042. Basis for cent<strong>ra</strong>l/local government authority and role in establishingclassification.1. State Constitution2. Tourism law3. NTA competence4. Agreement between government bodies concerned5. Recommendation in a government-adopted tourism development planBodies involvedCountry/Territory 1. 2. 3. 4. 5. O<strong>the</strong>rsAlgeria X XAndor<strong>ra</strong> X X XArgentina X XArmeniaXAzerbaijan X XBelgium - FlemishXBenin X XBoliviaXBosnia andHerzegovinaXB<strong>ra</strong>zil X X XBurundiXChileXChinaXCosta RicaXCroatiaXCuba X XCyprus X XCzech Republic X XEcuadorXEthiopiaF<strong>ra</strong>nceXGhana X XGreece X XGuatemalaXGuinea EquatorialXHungaryXIndonesia X X X X XItalyXIvory Coast X XJordan X XKazakhstan X XKenya X XLebanon X X XMacau X X X XMadagascarXMadei<strong>ra</strong> X X X X XMalawi X XMalaysiaXMali X X XAgreement between eachgroup’s representatives andHotel Union of Andor<strong>ra</strong> andChamber of Commerce ofAndor<strong>ra</strong> representatives.- 42 -

IND.D.004.16 April 2004MaltaXMoldovaXMongolia X X X Government guidelineMontenegro X XMoroccoXMozambique X XNe<strong>the</strong>rlandsTreaty with Belgium andLuxemburgNigeriaXPakistanXPa<strong>ra</strong>guayPeru X X X XPhilippinesXPoland X XPortugal X XPuerto Rico X XSao Tome et Principe X X XSan Marino X X XSeychellesXSlovak RepublicXSlovenia X X Catering lawSouth Africa X XSpainXSri LankaXTanzania X XTogo X XTurkeyXUk<strong>ra</strong>ine X X XVietnam X XYugoslavia X XZambia X X X6. Rationale and use of government classification.Country/TerritoryIs classificationjustified byconsumerconcerns?Does it seekcompatibilitywith <strong>the</strong>existence ofclassificationsystems in o<strong>the</strong>rcountries?Is it used tocontrolaccommodationtariffs withinestablishedclasses?Is it used as <strong>the</strong>basis fo<strong>ra</strong>pplyingdifferent taxes(e.g. VAT)?Algeria yes yes no noAndor<strong>ra</strong> yes yes no noArgentina yes yes yes noArmenia yes yes no noAzerbaijan yes yes yes yesBelgium –Flemish yes no no noBenin no yes yes noBolivia yes yes no noBosnia andHerzegovina yes no no noB<strong>ra</strong>zil yes yes no noBurundi yes yesChile yes no no- 43 -

IND.D.004.16 April 2004Country/TerritoryIs classificationjustified byconsumerconcerns?Does it seekcompatibilitywith <strong>the</strong>existence ofclassificationsystems in o<strong>the</strong>rcountries?Is it used tocontrolaccommodationtariffs withinestablishedclasses?Is it used as <strong>the</strong>basis fo<strong>ra</strong>pplyingdifferent taxes(e.g. VAT)?China yes yes no noCosta Rica yes yes no noCroatia no yes no noCuba yes yes yes noCyprus yes no no noCzech Republic yes no noEcuador no yes no yesEthiopia no yes no noF<strong>ra</strong>nce yes no no yesGhana yes yes no noGreece yes yesGuatemala yes yes yesHungary yes yes no noIndonesia yes yes no noItaly yes yes ? ?Ivory Coast yes yesJordan yes yes no yesKazakhstan yes yes yes noKenya yes yes no noLebanon yes yes yes yesMacau yes yes no noMadagascar yes yes no yesMadei<strong>ra</strong> yes no no yesMalawi yes yes yes noMalaysia yes yes no noMali yes yes yes noMalta yes yes yesMoldova yes yes no noMongolia* no no no noMontenegro yes yes no yesMorocco yes yes yes yesMozambique no no yesNe<strong>the</strong>rlands yes yes no noNigeria yes yes yes yesPakistan yes yes yes noPa<strong>ra</strong>guayPeru yes yes no noPhilippines no yes no noPoland yes yes no noPortugal yes yes no noPuerto Rico no yes no yesSao Tome etPrincipe yes yes yes yesSan Marino no yes yes noSeychelles yes yes no yesSlovak Republic yes yes yes noSlovenia no yes no noSouth Africa yes yes no noSpain yes yes no no- 44 -

IND.D.004.16 April 2004Country/TerritoryIs classificationjustified byconsumerconcerns?Does it seekcompatibilitywith <strong>the</strong>existence ofclassificationsystems in o<strong>the</strong>rcountries?Is it used tocontrolaccommodationtariffs withinestablishedclasses?Is it used as <strong>the</strong>basis fo<strong>ra</strong>pplyingdifferent taxes(e.g. VAT)?Sri Lanka yes yes no noTanzania no yes yes noTogo yes yes yes noTurkey yes yes no noUk<strong>ra</strong>ine yes yes no yesVietnam yes yes no noYugoslavia yes yes no noZambia yes yes no noa) o<strong>the</strong>r <strong>ra</strong>tionale and use:Mongolia: It is used to update hotel and ger camp service quality.4. Classification authority/body deciding each classification.Country/ApartmentHotelsTerritoryhotelsMotels Inns O<strong>the</strong>rs Classification authorityAlgeria X X X X X National Tourism Administ<strong>ra</strong>tionAndor<strong>ra</strong> X X X Tourism DepartmentArgentina X X X X Local GovernmentArmenia X X X XAzerbaijan X X X Cent<strong>ra</strong>l Executive BodyBelgium -Flemish X X X X Toerisme VlaanderenBenin X X X X National Tourism Administ<strong>ra</strong>tionBolivia X X X XNational Tourism Administ<strong>ra</strong>tion,motels: local governmentBosnia andHerzegovinaEmb<strong>ra</strong>tur, National ConsultingB<strong>ra</strong>zilXand Regional CommitteesMinistry of Environment andBurundi X X XTourismChile X X X National Tourism ServiceNational Technology &Supervision Administ<strong>ra</strong>tionChinaXCosta Rica X X X Tourism Institute of Costa RicaCroatia X X X X Ministry of TourismCuba X X X X Ministry of TourismCyprus X X X XHotels Committee and Board ofDirectors of Cyprus TourismOrganisationNational Hotel and Restau<strong>ra</strong>ntAssociationCzech Republic X X XEcuadorEthiopia X X X XF<strong>ra</strong>nce X X Local prefecture- 45 -

IND.D.004.16 April 2004Country/ApartmentHotelsTerritoryhotelsMotels Inns O<strong>the</strong>rs Classification authorityGhana X X X X X National Tourism Administ<strong>ra</strong>tionGreece X X X X National Tourism Administ<strong>ra</strong>tionGuatemalaHungary X X National Tourism Administ<strong>ra</strong>tionItaly X X X X Provincial GovernmentIvory Coast X X X Classifying CommitteeJordan X X X X XMinistry of Tourism, JordanHotel AssociationKazakhstanKenya X X X XHotels and Restau<strong>ra</strong>ntsAuthority, Ministry of Tourismand InformationLebanon X X X X X Ministry of TourismMacau X XMacau Government TouristOfficeMadagascar X X X Ministry of TourismMadei<strong>ra</strong> X X X XTourism Chamber, RegionalTourism Board, RegionalSecretariat of Social Subjects,Civil ProtectionMalawi X X X XGovernment conjunction with<strong>the</strong> Tourism and Hotel BoardsMalaysia X X XPanel set up under <strong>the</strong> Ministryof Culture, Arts & Tourism,consisting of ministry officialsand members from nongovernmentalorganizations(hotel association, tour ope<strong>ra</strong>to<strong>ra</strong>ssociation and o<strong>the</strong>r relevantgovernment agencies)Mali X X X XNational ClassificationCommitteeMalta X X X Malta Tourism AuthorityMoldova X X X X National Tourism AgencyMonacoXMinistre de l’Etat et CommissionHôtelièreMongolia X XHotel and ger camp classificationcommitteeMontenegro X X X Ministry of TourismMorocco X X X X X National Tourism Administ<strong>ra</strong>tionNe<strong>the</strong>rlands X X X X x Bedrijfschap Horeca & CateringNigeria X National Tourism Administ<strong>ra</strong>tionPakistan X X X X X Department of Tourist ServicesPa<strong>ra</strong>guayPeru X X X X National Tourism BoardPhilippines X X X X X Department of Tourism16 representatives of <strong>the</strong>Poland X X Xgovernment at regional levelCent<strong>ra</strong>l Administ<strong>ra</strong>tion, Gene<strong>ra</strong>lBoard of TourismPortugal X X X XPuerto RicoSao Tome etPrincipe X X X X National Tourism OfficeSan Marino X X X Committee of Hotel Classification- 46 -

IND.D.004.16 April 2004SeychellesXMinistry of Tourism andT<strong>ra</strong>nsportSlovak Republic X X X Ministry of EconomySlovenia X X X X X Classification CouncilSouth Africa X X XSpain X X X X X Regional government authoritySri LankaXTanzania X X X X National Hotel BoardTogo X X XNational Committee of Licensing& ClassificationTurkey X XA commission consisting of twoinspectors from NTO and arepresentative from NTAUk<strong>ra</strong>ine X XState Standardization EntityGosstandart, National TourismAdminist<strong>ra</strong>tion of Uk<strong>ra</strong>ineVietnamXVietnam National Association ofTourismYugoslavia X X X X XCommission of Ministry of T<strong>ra</strong>de,Tourism & ServicesZambia X X X Hotel Board of Zambia5. Methods and bodies involved in devising and d<strong>ra</strong>fting classification.Was <strong>the</strong> classification system in question prepared by:1. An expert NTA/NTO official(s)2. A team of NTA/NTO and o<strong>the</strong>r government officials3. A private national consultant4. A private international consultant5. An expert designated/recommended by WTO/OMT6. On <strong>the</strong> basis of ano<strong>the</strong>r country’s classification system7. By revising <strong>the</strong> previous system8. In consultation with National Hotel Association(s)9. In consultation with Consumers’ AssociationCountry/Bodies involvedTerritory 1. 2. 3. 4. 5. 6. 7. 8. 9.Algeria X X X XAndor<strong>ra</strong> X X XArgentina X X X XArmeniaXAzerbaijan X X XBelgium -Flemish X X X X X XBenin X X XBolivia X X X X X XBosnia andHerzegovina X XB<strong>ra</strong>zil X X XBurundi X XChile X X X XChina X X XCosta Rica X X X X XO<strong>the</strong>rs- 47 -

IND.D.004.16 April 2004CroatiaXCuba X X XCyprus X X X XCzech Republic X X X XEcuador X XEthiopia X X X XF<strong>ra</strong>nce X X X X XGhana X X XGreece X X XGuatemala X XHungary X X XIndonesia X X X X X X XIvory Coast X X XJordan X X XKazakhstan X XKenya X X X X X XLebanon X X X X XMacau X X X XMadagascar X X X XMadei<strong>ra</strong> X X X XMalawi X XMalaysia X X XMali X X X X XMalta X X X X X XMoldova X X X XMongolia X X X X X* X* XMontenegro X X X X* XMorocco X X X XMozambique X X X XNe<strong>the</strong>rlands X X X X XNigeria X X X XPakistanPa<strong>ra</strong>guayPeru X X XMinistry of Tourism prepared <strong>the</strong>regulation consulting nationalhotel association and foreignconsultantClassification is in line with HotelClassification Standards forAfricaStudy tours were undertaken inZimbabwe and Zambia systembefore amending <strong>the</strong>classificationMinistry of Inf<strong>ra</strong>structure;Mongolian Tourism Board;Ministry of Health and Welfare;Ministry of Nature; o<strong>the</strong>rgovernment controllingauthorities; Mongolian TourismAssociation; Mongolian HotelAssociation, Standards Authority.*USA, Germany, UK,Switzerland, Spain, Croatia,Austria & international hotelcompanies; tour ope<strong>ra</strong>tororganizationsRules have been f<strong>ra</strong>mes by <strong>the</strong>Fede<strong>ra</strong>l Government of Pakistan- 48 -

IND.D.004.16 April 2004Philippines X X XPoland X X X X X XElabo<strong>ra</strong>ted by <strong>the</strong> StateSecretariat of Tourism incollabo<strong>ra</strong>tion with <strong>the</strong> Gene<strong>ra</strong>lBoard of TourismPortugal X X X X XPuerto RicoXSao Tome etPrincipe X XSan Marino X X XSeychelles X X XSlovak Republic X X X X X X XSlovenia X X X X X X Chamber of EconomySouth Africa X X X XSpain X X X XSri Lanka X X XTanzania X X X X X XTogo X XTurkey X X X XUk<strong>ra</strong>ine X X X XVietnam X X XYugoslavia X X X X XZambia X X X XNotes: Mongolia 6* Based on Russian standard7* Existing standards expected to be revised by end 20026. Applicability of classification.Country/TerritoryIs it mandatory for allestablishments?Is it necessary toobtainlicense/permission/regist<strong>ra</strong>tion to ope<strong>ra</strong>te?Can establishmentsope<strong>ra</strong>te without beingclassified?Algeria yes yes noAndor<strong>ra</strong> yes yesArgentina yes yes noArmeniayesAzerbaijan yes yes noBelgium –Flemish yes yes noBenin yes yes noBolivia yes yes noBosnia andHerzegovina yes yes noB<strong>ra</strong>zil no yes yesBurundi no yes yesChile no yesChina no no yesCosta Rica no yes yesCroatia yes yes noCuba yes yes yesCyprus yes yes noCzech Republic yes no noEcuador yes yes noEthiopia yes yesF<strong>ra</strong>nce no yes yes- 49 -

IND.D.004.16 April 2004Country/TerritoryIs it mandatory for allestablishments?Is it necessary toobtainlicense/permission/regist<strong>ra</strong>tion to ope<strong>ra</strong>te?Can establishmentsope<strong>ra</strong>te without beingclassified?Ghana yes yes yesGreece yes yes noGuatemala yes yes yesHungary yes yes noIndonesia yes yes noItaly yes noIvory Coast yes yes noJordan yes yes noKazakhstan no no yesKenya yes no yesLebanon yes yesMacau yes yes noMadagascar yes yes yesMadei<strong>ra</strong> yes yes noMalawi no yes yesMalaysia yes yesMali no yes yesMalta yes yes noMoldova yes yes noMongolia yes yes yesMontenegro yes yes noMorocco no yes yesMozambique yes yes noNe<strong>the</strong>rlands yes no yesNigeria no yes yesPakistan yes yes yesPa<strong>ra</strong>guayPeru no yes yesPhilippines no yes yesPoland no no yesPortugal yes yes noPuerto Rico no yes yesSao Tome etPrincipe yes yes noSan Marino yes yes noSeychelles no no yesSlovak Republic yes yes noSlovenia yes yes noSouth Africa no yes yesSpain yes yes noSri Lanka no yes yesTanzania yes yes noTogo yes yes noTurkey yes yes yesUk<strong>ra</strong>ine no no yesVietnam yes yes noYugoslavia yes yes yesZambia yes yes yes- 50 -

IND.D.004.16 April 20047. Verification of compliance with classification system.a.) Is verification performed by:Country/TerritoryCent<strong>ra</strong>lgovernmentinspectorsLocalgovernmentinspectorsHotelindustry(secondparty)inspectorsIndependent(third party)inspectorsAlgeria X XAndor<strong>ra</strong> X X XArgentinaXArmeniaXAzerbaijan X XBelgium -FlemishXBeninXBoliviaXBosnia andHerzegovinaXB<strong>ra</strong>zil X X X XBurundiXChileChina X X X XCosta RicaXCroatiaXCuba X X XCyprusCzech Republic X XEcuadorXEthiopiaXF<strong>ra</strong>nceXGhanaXGreece X XGuatemalaXHungary X XIndonesia X X X XItalyXIvory CoastXJordan X X XKenya X X XLebanonXMacauXMadagascar X X XMadei<strong>ra</strong>XO<strong>the</strong>r partiesCyprus TourismOrganisationHotel andRestau<strong>ra</strong>ntAssociation Board- 51 -

IND.D.004.16 April 2004Country/TerritoryCent<strong>ra</strong>lgovernmentinspectorsLocalgovernmentinspectorsHotelindustry(secondparty)inspectorsIndependent(third party)inspectorsMalawiXMalaysia X X X XMaliXMaltaXMoldova X XMongolia X XMontenegro X XMorocco X X XMozambique X XNe<strong>the</strong>rlands X XNigeria X XPakistanXPa<strong>ra</strong>guayPeru X XPhilippinesXPoland X XPortugal X XPuerto RicoXSao Tome etPrincipeSan MarinoXSeychellesXSlovak RepublicXSlovenia X XSouth AfricaXSpainXSri LankaXTanzaniaXTogoXTurkey X XUk<strong>ra</strong>ineVietnam X XYugoslaviaXZambia X XO<strong>the</strong>r partiesAg<strong>ra</strong>ding/classification committee,appointed by <strong>the</strong>Board will beresponsibleMany hotel chainshave <strong>the</strong>ir owninspection personnel- 52 -

IND.D.004.16 April 2004b.) Mode of verification:Country/TerritoryAnnouncedvisits at fixeddateMystery checksAlgeriaXAndor<strong>ra</strong>XArgentinaArmeniaXAzerbaijanXBelgium - Flemish X XBeninXBoliviaBosnia andHerzegovinaB<strong>ra</strong>zilBurundiChileChinaXXXXXO<strong>the</strong>r methodsLocal government’s decisionUnannounced visits by identifiedinspectorsUnannounced visits by identifiedCosta RicainspectorsCroatiaXCuba X Unannounced visitsCyprusAnnounced and unannounced visits byinspectors at regular time intervalsAccommodation establishments must fillXCzech Republicin <strong>the</strong> classification questionnaireUnannounced visits by identifiedinspectorsEcuadorEthiopia X XF<strong>ra</strong>nce X XGhana X XGreeceXGuatemalaXIndonesia X XItalyXIvory Coast X XJordanKenyaXLebanon X Unannounced visitsMacauXMadagascarXMadei<strong>ra</strong> X XMalawiMalaysiaMaliMaltaXXA questionnaire will be distributed toope<strong>ra</strong>tors and after being completed, itwill be sent to <strong>the</strong> g<strong>ra</strong>ding committeefor verification and inspectors willinspect <strong>the</strong> establishmentBased on public complaints, publicrequests and requests from hotelsUnannounced visits by identifiedinspectors- 53 -

IND.D.004.16 April 2004Country/TerritoryAnnouncedvisits at fixed Mystery checksO<strong>the</strong>r methodsdateMoldovaXMongolia X Between June and AugustMontenegroXMoroccoXMozambiqueXNe<strong>the</strong>rlands X XNigeriaXPakistanXPa<strong>ra</strong>guayPeruUnannounced visits by identifiedinspectorsPhilippinesXPolandXPortugal X XPuerto Rico X X Comment cardsSao Tome etPrincipeSan MarinoXSeychelles X XSlovak RepublicXSloveniaXProposed self-estimation level is verifiedby classification commission with preannouncedvisits before establishmentsacquire fixed classification symbolSouth AfricaXSpainXSri Lanka X XTanzaniaTogoXTurkeyXUk<strong>ra</strong>ineXVietnamXYugoslaviaXZambiaX- 54 -

IND.D.004.16 April 2004c-d.)Country/TerritoryCost of verification borne by:Periodicity ofThe hotel companyThe verifying authorityverificationconcernedXDepends on NTA’sAlgeriadecisionAndor<strong>ra</strong> X Every yearArgentina X Every yearArmeniaEvery two yearsAzerbaijanEvery yearBelgium - Flemish X Every three yearsBeninBoliviaXEvery year or whennecessaryBosnia andXEvery three yearsHerzegovinaB<strong>ra</strong>zil X Every yearBurundiEvery yearXNot established, only inChilecase of changes detectedChinaEvery yearCosta Rica X Every yearCroatia X Every two yearsCuba X Every three yearsCyprusXEvery two years, routineinspections every twomonthsCzech Republic X Every two yearsEcuadorEvery yearEthiopia X Every yearF<strong>ra</strong>nceOccasionallyGhana X X Every yearGreece X Every yearGuatemala X Every monthIndonesia X X Every three yearsItalyXWhen cha<strong>ra</strong>cteristicschangeIvory Coast X Every yearJordanXIrregularly, at least once ayearKenya X Every two yearsLebanon X Not at particular dateMacauOnce or twice a yearMadagascar X XMadei<strong>ra</strong> X X When necessaryMalawi X Every two yearsMalaysia X Every three yearsMali X Every yearMalta X When necessaryMoldova X Every yearMongoliaDepends on hotelcompany requestMontenegro X Every three years- 55 -

IND.D.004.16 April 2004Morocco X Every two yearsMozambiqueXNe<strong>the</strong>rlands X Every two yearsNigeria X Every three yearsPakistan X Every yearPa<strong>ra</strong>guayPeru X Every yearPhilippines X Every yearPoland X Every two yearsPortugal X X Every yearPuerto Rico X X Twice a yearSao Tome etPrincipeSan Marino X Every five yearsSeychelles X X Every yearSlovak Republic X Every yearSlovenia X Every three yearsSouth Africa X Every yearSpainXSri LankaEvery yearTanzania X X Every two yearsTogo X Every yearTurkey X When necessaryUk<strong>ra</strong>ine X Every yearVietnam X X Every two yearsYugoslavia X Every five yearsZambia X Every year8. Plans to introduce new classification or revise current classification.Country/TerritoryAlgeriaAndor<strong>ra</strong>ArgentinaAzerbaijanBeninBoliviaB<strong>ra</strong>zilBurundiChileChinaCommentsClassification is at cent<strong>ra</strong>l administ<strong>ra</strong>tion level and local level.The National Tourism & Sport Secretariat has set up a co-ope<strong>ra</strong>tion agreement todevelop <strong>the</strong> ‘Tourism Quality System’ with representative private-sector entities.Its objectives include stimulating national legislation for tourism establishmentsand facilitating national and/or international technical assistance from countrieswhich implemented similar systems in terms of categorisation criteria and qualitysystems.A new classification prepa<strong>ra</strong>tion is underway and few changes are beingintroduced in <strong>the</strong> existing normative legislative baseProject in processThere is a compulsory development of <strong>the</strong> ‘National Recategorisation Prog<strong>ra</strong>m’every five years, obliged by <strong>the</strong> tourism establishment’s regulation.The revision and actualization of classification criteria is defined by NationalTechnical ConsultancyCurrent classification is under revisionThe presentation of a <strong>study</strong> is in process, which helps to elabo<strong>ra</strong>te <strong>the</strong> technicalbasis and standards for a new classification system, according to <strong>the</strong> actualmarket expectations.It is being revised- 56 -

IND.D.004.16 April 2004Costa RicaCubaCyprusCzech Republic In <strong>the</strong> end of 2002EcuadorEthiopiaGhanaGreeceGuatemalaJordanKenyaLebanonMalawiMaltaMoldovaMongoliaMontenegroPeruPhilippinesPolandPuerto RicoSao Tome etPrincipeSan MarinoSloveniaUk<strong>ra</strong>ineClassification is used to define <strong>the</strong> level of quality and competition within regionalmarkets. They are interested in reforming <strong>the</strong> actual hotel classification system,implementing ISO 9001-2000 norms for detailed g<strong>ra</strong>ding of guest-related service’squality as well as quality documentation developed by <strong>the</strong> enterprise.The Cuban Norm, which includes classification requirements was revised in 2001.Revisions are planned every five years or when necessary.Under conside<strong>ra</strong>tion. Municipality taxes are levied according to classification.Technical regulation has been elabo<strong>ra</strong>ted under <strong>the</strong> assistance of a nationalconsultant and taking o<strong>the</strong>r countries’ (e.g. Spain, USA, etc.) classification &categorisation system as a reference. This regulation is adequate to <strong>the</strong> actualsituation in Ecuador.Government level of classification is much preferred to promote quality service in<strong>the</strong> tourist facilities industry. Although, classification is a new phenomena,intensive explanation of <strong>the</strong> use of classification and related ideas must bedetailed. There is a plan to revise current classification on <strong>the</strong> basis of WTOcriteria (standards for Africa) introducing new names like ‘five star delux’ in <strong>the</strong>classification system.Classification is in line with ‘Hotel Classification Standards for Africa. Revisecurrent criteria.Introduction of new classification on <strong>the</strong> basis of star systemThere is a need for a non-governmental support of classification procedure tomake it competitive at international level.A new revision of <strong>the</strong> current classification will be introduced within <strong>the</strong> next 5yearsEast African Regional Classification Document is being prepared as animprovement of <strong>the</strong> Current Kenyan CriteriaThe new classification system is very recent and in process of applicationHas already d<strong>ra</strong>fted or amended classification system to conform internationalstandardsNew classification system was introduced recentlyThe classification in question is a new one and will be implemented till <strong>the</strong> end of2002Revise current classificationEstablishment of new classification in harmony with international procedures is inprogressDepartment of Tourism is planning to adopt <strong>the</strong> star classification for hotelsIs revising its provisions connected with hotel facilities classificationNext year a new classification system will be introduced with new standards ofclassification and evaluation for all propertiesRevise in projectOngoing project of renewing classification system for all types of establishmentsA new classification prepa<strong>ra</strong>tion is underway and few changes are beingintroduced in <strong>the</strong> existing normative legislative base- 57 -

IND.D.004.16 April 2004III.COMPARATIVE ANALYSISSources of informationWTO surveyed <strong>the</strong> public sector, specifically <strong>the</strong> role of governments in hotelclassification in <strong>the</strong> various countries. The survey has been completed by NationalTourism Administ<strong>ra</strong>tions (NTAs) in collabo<strong>ra</strong>tion with <strong>the</strong>ir national hotel association(s).IH&RA surveyed <strong>the</strong> private sector specifically to prepare:• a status report (i.e inventory) of existing hotel classification schemes.• a compa<strong>ra</strong>tive analysis of <strong>the</strong>se schemes (price, qualitative and quantitativeelements)The survey was completed by National Hotel and Restau<strong>ra</strong>nt Associations.The findings of <strong>the</strong> two reports were collected from a total of:32 countries, surveyed by <strong>the</strong> private sector89 countries, surveyed by <strong>the</strong> public sector13 countries replied to both IH&RA and WTO questionnaireBy crossing: 108 countries surveyedOfficial Classification Systems in <strong>the</strong> various Countries covering hotels, apartmenthotels, motels and Inns)Number of countries having an official hotel classification system in <strong>the</strong>ir countryPublic Sector: ............................................................. 70 countriesPrivate Sector: ............................................................ 26 countriesTotal (by crossing) ..................................................... 83 countriesNumber of countries having a classification system applying to Apartment hotelsPublic Sector: ............................................................. 43 countriesPrivate Sector: ............................................................ 17 countriesTotal (by crossing) ..................................................... 51 countriesNumber of countries having a classification system applying to MotelsPublic Sector: ............................................................. 49 countriesPrivate Sector: ............................................................ 19 countriesTotal (by crossing) ..................................................... 56 countriesNumber of countries having a classification system applying to InnsPublic Sector: ............................................................. 38 countriesPrivate Sector: ............................................................ 15 countriesTotal (by crossing) ..................................................... 46 countries- 58 -

IND.D.004.16 April 2004Number of countries having a official classification system for all 4 categoriesPublic Sector: ............................................................. 16 countriesPrivate Sector: ............................................................ 13 countriesTotal (by crossing) ..................................................... 24 countriesNumber of countries having an official classification system for 3 categoriesPublic Sector: ............................................................. 25 countriesPrivate Sector: ............................................................ 4 countriesTotal (by crossing) ..................................................... 25 countriesNumber of countries having an official classification system for 2 categoriesPublic Sector: ............................................................. 8 countriesPrivate Sector: ............................................................ 2 countriesTotal (by crossing) ..................................................... 9 countriesNumber of countries having an official classification system for 1 categoryPublic Sector: ............................................................. 6 countriesPrivate Sector: ............................................................ 6 countriesTotal (by crossing) ..................................................... 11 countriesN.B in this case <strong>the</strong> category is always hotelsNote :Where a classification system exists <strong>the</strong> g<strong>ra</strong>phical symbol most widely used is <strong>the</strong> star.Systems are mostly set up by <strong>the</strong> government, a region or <strong>the</strong> Tourism Board of <strong>the</strong>country and <strong>the</strong> establishments are only consulted. Afterwards <strong>the</strong>y are adopted into <strong>the</strong>Tourism Law, <strong>the</strong> State Constitution or regional constitutions.20 countries state that <strong>the</strong>re is a relation between Classification and Room Rates13 countries states that <strong>the</strong>re is a relation between Classification and TaxationAccording to <strong>the</strong> private sector a majority of countries report no link betweenclassification and <strong>the</strong> social obligations of <strong>the</strong> employersWhich bodies are involved in devising and d<strong>ra</strong>fting classification orby whom have <strong>the</strong> classification system in question been preparedAn expert NTA/NTO official(s)Public Sector: ............................................................. 33 countriesPrivate Sector: ............................................................ 5 countriesTotal (by crossing) ..................................................... 36 countries- 59 -

IND.D.004.16 April 2004A team of NTA/NTO and o<strong>the</strong>r government officialsPublic Sector: ............................................................. 43 countriesPrivate Sector: ............................................................ 14 countriesTotal (by crossing) ..................................................... 49 countriesA private national consultantPublic Sector: ............................................................. 12 countriesPrivate Sector: ............................................................ 6 countriesTotal (by crossing) ..................................................... 14 countriesA private international consultantPublic Sector: ............................................................. 12 countriesPrivate Sector: ............................................................ 7 countriesTotal (by crossing) ..................................................... 16 countriesAn expert designated/recommended by WTO/OMTPublic Sector: ............................................................. 4 countriesPrivate Sector: ............................................................ 5 countriesTotal (by crossing) ..................................................... 7 countriesOn <strong>the</strong> basis of ano<strong>the</strong>r country’s classification systemPublic Sector: ............................................................. 36 countriesPrivate Sector: ............................................................ 8 countriesTotal (by crossing) ..................................................... 41 countriesBy revising <strong>the</strong> previous systemPublic Sector: ............................................................. 48 countriesPrivate Sector: ............................................................ 5 countriesTotal (by crossing) ..................................................... 49 countriesIn consultation with National Hotel Association(s)Public Sector: ............................................................. 47 countriesPrivate Sector: ............................................................ 4 countriesTotal (by crossing) ..................................................... 48 countriesIn consultation with Consumer AssociationPublic Sector: ............................................................. 13 countriesPrivate Sector: ............................................................ 9 countriesTotal (by crossing) ..................................................... 17 countries- 60 -

IND.D.004.16 April 2004Applicability of classification in <strong>the</strong> countriesIn 46 countries it is mandatory for all establishments to have a classification to ope<strong>ra</strong>te.In 55 countries it is necessary to obtain a licence / permission / regist<strong>ra</strong>tion to ope<strong>ra</strong>teIn 32 countries establishments can ope<strong>ra</strong>te without being classifiedN.B. According to <strong>the</strong> private sector only two countries oblige establishments to becomemembers of a national association to obtain a licence to ope<strong>ra</strong>te.Methods of verificationIn gene<strong>ra</strong>l verification of establishments is undertaken between every one to five yearsand in some countries more irregularly.Plans to revise existing system or introduce new oneCf question 15 (private sector) and question 8 (public sector)Questions appearing only in <strong>the</strong> private sector questionnaireQ.11.Who finances <strong>the</strong> system?11 countries: individual establishments3 countries: national hotel associations9 countries: government1 country: shared between national association & governmentQ.12. What are <strong>the</strong> main criteria?As this was an open question, replies vary conside<strong>ra</strong>bly listing a <strong>ra</strong>nge of objective(quantitative) and subjective (qualitative) criteria.Q.14 Satisfaction with existing systemOf <strong>the</strong> respondents who replied to this question:16 countries are satisfied with <strong>the</strong> existing system in <strong>the</strong>ir country4 countries are not satisfied with <strong>the</strong> existing system in <strong>the</strong>ir country5 countries would like improvements to <strong>the</strong> existing system- 61 -

IND.D.004.16 April 2004HighlightsIH&RA survey results (private sector)Percentage of replies per world regionNorth America3% Asie9%Africa3%Survey was sent to68 national associationsin 61 countries32 replies received:52 %Middle East22%South & Centrl.America9%Europe54%WTO survey results (public sector):Percentage of replies per world regionMiddle EastCent<strong>ra</strong>l3% NorthSouthAmericaAmericaAmerica7%1%Africa8%32%Survey was sent out to145 countries89 replies received:61 %As ia20%Europe29%- 62 -

IND.D.004.16 April 2004IV. CURRENT TRENDS IN HOTEL CLASSIFICATIONNew Information TechnologiesElectronic distribution in <strong>the</strong> form of Cent<strong>ra</strong>l Reservation Systems (CRS) was initiallydeveloped in <strong>the</strong> 1960’s by <strong>the</strong> major airlines as a way of managing <strong>the</strong>ir inventory andcontrolling <strong>the</strong> rising number of flights and fares. Originally only used by airlinereservation staff, in <strong>the</strong>1970’s CRS were g<strong>ra</strong>dually made available to t<strong>ra</strong>vel agents tofacilitate <strong>the</strong> reservation process and give access to inventory data. As <strong>the</strong> systemsdeveloped, user demand and high capital costs prompted <strong>the</strong> owners of <strong>the</strong>se systemsto expand <strong>the</strong>ir product offering from solely airline seat to include hotel accommodation,car hire, cruises and almost every o<strong>the</strong>r t<strong>ra</strong>vel product. This gave rise to today’s onestop-t<strong>ra</strong>vel-shops,i.e. <strong>the</strong> Global Distributions Systems (GDS). Four main companiesdominate <strong>the</strong> sector – Amadeus, Galileo, Worldspan and Sabre – with a number ofsmaller GDSs active regionally. Most GDSs subsequently developed <strong>the</strong>ir own CRSWith data structures more closely adapted to <strong>the</strong>ir particular product (e.g. hotels), linking<strong>the</strong>m electronically to <strong>the</strong> GDS to gain access to <strong>the</strong> powerful t<strong>ra</strong>vel agent market andpaying a t<strong>ra</strong>nsaction fee to <strong>the</strong> GDS owners for each booking processed.The limited space available on <strong>the</strong> display screens in CRSs and GDSs stronglyinfluenced <strong>the</strong> choice of criteria and abbreviations in which a hotel could be described forselling purposes. From <strong>the</strong> perspective of <strong>the</strong> t<strong>ra</strong>vel agent, <strong>the</strong>se systems using a textbasedinterface are far from ideal as hotel sales and marketing tools, as <strong>the</strong>y can provideonly very sparse information.Since <strong>the</strong> emergence in 1994 of <strong>the</strong> Web as an additional and competing electronicdistribution channel <strong>the</strong>re has been a rising number of consumer-oriented websitesoffering a much wider <strong>ra</strong>nge of information, as well as booking facilities, some of <strong>the</strong>meffectively bypassing both <strong>the</strong> t<strong>ra</strong>vel agent and <strong>the</strong> GDS to create a direct link to <strong>the</strong>consumer. Once again, <strong>the</strong> question of categorising hotels for <strong>the</strong> benefit of consumersor t<strong>ra</strong>vel professionals (specifically <strong>the</strong> t<strong>ra</strong>vel agent) has come to <strong>the</strong> fore. 4This prompted one of <strong>the</strong> major third-party marketing and reservation providers, Utell, aPegasus Solutions Company, to introduce its own hotel classification system.Phoenix (June 4, 2001) – Utell today introduced Utell selections, an innovative approach thatcategorizes its portfolio of 6,400 hotels to assist t<strong>ra</strong>vel agents in finding <strong>the</strong> perfect hotel for clients.Utell selections classifies Utell properties into well-defined categories, and is based where possibleon <strong>the</strong> American global industry publication Official Hotel Guide (OHG).Utell selections provides global consistency in segmenting hotels, since some <strong>ra</strong>nking systems,such as <strong>the</strong> “star system,” vary from country to country. Utell selections enables hotels to matchcustomers’ expectations with <strong>the</strong> experience, and uses a universally accepted t<strong>ra</strong>vel publication,OHG, as <strong>the</strong> foundation for classification.Utell selections segments hotels into three core categories and four niche categories. All hotels areclassified in one of <strong>the</strong> core categories: luxury, superior and value. Hotels can be fur<strong>the</strong>ridentified as one of four niche categories – style, resort, apartment or airport, dependent upon<strong>the</strong> defined category criteria.4 Cf “An Overview of Hotel Electronic Distribution”, Peter O’Connor, PhD, Paper presented to IH&RA Chains Council, Dec 2003)- 63 -

IND.D.004.16 April 2004The three core categories are defined as:• luxury selection. Properties in leisure and business locations that provide <strong>the</strong> ultimatehotel experience for guests who demand <strong>the</strong> highest standards. Corresponds to <strong>the</strong> OHGsystem as Superior Deluxe, Deluxe, and Mode<strong>ra</strong>te Deluxe.• superior selection. Hotels and resorts that offer excellent quality rooms and facilities forboth business and leisure. Classified by OHG as Superior First Class, First Class, andLimited Service First Class.• value selection. Hotels that create a comfortable atmosphere providing excellent value formoney. Includes <strong>the</strong> OHG Mode<strong>ra</strong>te First Class, Superior Tourist Class, Tourist Class andMode<strong>ra</strong>te Tourist Class.The four niche categories are defined as:• style selection. Boutique and historic hotels each with distinctive décor and designcha<strong>ra</strong>cteristics.• resort selection. Includes properties that have recreational activities in <strong>the</strong> hotel o<strong>ra</strong>djacent to <strong>the</strong> hotel.• apartment selection. Caters to t<strong>ra</strong>velers who need extended stays and amenities thatinclude a kitchenette.• airport selection. Must be within seven miles of an airport and many offer t<strong>ra</strong>nsportation toand from <strong>the</strong> airport.Based on extensive research carried out over nine months with t<strong>ra</strong>vel agents and hotels, Utellrealized <strong>the</strong> need to better segment its growing number of independent and chain hotels into aconsistent classification system. Hotels wanted to be promoted in easy-to-understand groups in amanner similar to how <strong>the</strong>ir customers view <strong>the</strong>m, instinctively. “The ‘star system,’ for instance, isnot consistent around <strong>the</strong> world – a five-star hotel in Spain and a five-star hotel in Indonesia arenot compa<strong>ra</strong>ble, leading to inconsistency in service levels and expectations,” said Michael P<strong>ra</strong>ger,ope<strong>ra</strong>tions managing director, Utell.The Utell selections classification system will be introduced on June 4, 2001, and is profiled on allof Utell’s distribution channels, including international voice representation, Utell’s proprietary Website http://www.utell.com/, and <strong>the</strong> four major global distribution systems (GDSs). Utell’s voicereservation agents who handle calls from over 40 countries have also been t<strong>ra</strong>ined to describehotels and help customers identify <strong>the</strong> hotel that best meets <strong>the</strong>ir needs based on Utell selections. 5It is obvious from this example that <strong>the</strong> prime motivation is to simplify <strong>the</strong> t<strong>ra</strong>vel agent’stask in matching supply and demand in order to “help increase reservations andrevenue”. This classification system is based on an American t<strong>ra</strong>de publication whichitself does not refer to <strong>the</strong> star system, which is only one of <strong>the</strong> various systems in use in<strong>the</strong> USA where nei<strong>the</strong>r <strong>the</strong> American Hotel & Lodging Association (AH&LA) nor <strong>the</strong>fede<strong>ra</strong>l government is involved in hotel classification. This is gene<strong>ra</strong>lly left to automobileor petrochemical-related interests.5 Utell Press Release, 4 June 2001- 64 -

IND.D.004.16 April 2004Hotel Industry – <strong>the</strong> role of b<strong>ra</strong>ndingThe major international hotel chains focus far more on defining and positioning <strong>the</strong>irb<strong>ra</strong>nds than on hotel classification per se (eg. star or o<strong>the</strong>r <strong>ra</strong>tings) as g<strong>ra</strong>nted bynational hotel associations or o<strong>the</strong>r bodies. According to <strong>the</strong> country, propertiesmanaged by <strong>the</strong>se chains will be classified according to <strong>the</strong> local or national schemeope<strong>ra</strong>ting in <strong>the</strong> country in which <strong>the</strong> properties are located if this is mandatory orconsidered beneficial.However, <strong>ra</strong><strong>the</strong>r than focusing exclusively on <strong>the</strong> quantitative and qualitative criteriadisplayed by individual properties, for b<strong>ra</strong>nds, <strong>the</strong> customer is <strong>the</strong> key focus. B<strong>ra</strong>nds aregene<strong>ra</strong>lly defined in terms of price tier (eg. Luxury, Upper scale, Mid-market,Economy/Budget) with specific target customers in view – individual business t<strong>ra</strong>vellers,individual leisure t<strong>ra</strong>vellers, Meetings, Incentive, Conference & Event (MICE) t<strong>ra</strong>vel,group leisure t<strong>ra</strong>vel etc. B<strong>ra</strong>nding also takes into account <strong>the</strong> location and <strong>the</strong> type ofmarket in which <strong>the</strong> property is located – urban, suburban, airport, leisure destinations,gateway cities and major metropolitan areas.An interesting example of this is given by Marriott International’s b<strong>ra</strong>nd reference chart.Each b<strong>ra</strong>nd is defined in terms of price position, types of markets, b<strong>ra</strong>nd essence, b<strong>ra</strong>ndpositioning, target customers and customer value proposition (also listing hotel benefitsand features). Marriott Hotels, for instance are targeted principally at Upper-UpscaleFrequent Business T<strong>ra</strong>vellers. A detailed customer profile is <strong>the</strong>n used as <strong>the</strong> basis fordefining and positioning <strong>the</strong> b<strong>ra</strong>nd in relation to <strong>the</strong> company’s o<strong>the</strong>r b<strong>ra</strong>nds, and inrelation to competition. The following gives some (but not all) of <strong>the</strong> features listed – andillust<strong>ra</strong>tes how customer-centric this approach is. (Note that Hotel benefits and Features,ie qualitative and quantitative criteria, are used specifically to support <strong>the</strong> CustomerValue Proposition.)Marriott International – Marriott Hotels B<strong>ra</strong>nd :Upper-Upscale Frequent Business T<strong>ra</strong>vellersTarget customer:• “Grounded Achievers”: t<strong>ra</strong>vellers focused on productivity and accomplishment, looking forpredictable/consistent hotel experiences and genuine caring servicePrice Tier:• QualityB<strong>ra</strong>nd positioning:• “For grounded achievers who value dependable familiarity”B<strong>ra</strong>nd essence• “Confidence for people going places”Customer Value Proposition• “Helps you achieve your business objectives”• “Helps you Relax and recharge for <strong>the</strong> next day” etcHotel Benefits and Features:• Well-lit desks with large workspace, task lighting, ergonomic seating and easy access toelectrical and data ports• One in-hotel contact for all needs• Express check-out• Complimentary in-room coffee/teaFocusing on <strong>the</strong> customer’s lifestyle and needs, <strong>the</strong> idea is to enhance <strong>the</strong> customer’sove<strong>ra</strong>ll experience and g<strong>ra</strong>tify his sense of identity.- 65 -

IND.D.004.16 April 2004T<strong>ra</strong>vel industry – Tour Ope<strong>ra</strong>torsThe hotel classification systems devised and run by national hotel associations and/orgovernment authorities are not necessarily used by t<strong>ra</strong>vel professionals, particularlywhen <strong>the</strong>y are dealing with clients from outside <strong>the</strong> market where <strong>the</strong> accommodation isprovided. It is well known that <strong>the</strong> major Tour Ope<strong>ra</strong>tors assess prospective hotelsaccording to <strong>the</strong>ir own criteria and <strong>the</strong>n provide <strong>the</strong>ir own description in <strong>the</strong>ir promotionalmaterial.Reproduced below are very gene<strong>ra</strong>l descriptions given by some of <strong>the</strong> major tourope<strong>ra</strong>tors in <strong>the</strong> UK as to what <strong>the</strong>ir classifications mean. In this case, First Choice is <strong>the</strong>most specific.First Choice** Basic, comfortable, budget <strong>ra</strong>nged*** Standard popular accommodation. These hotels normally feature a selection of public areasincluding a restau<strong>ra</strong>nt**** Large, modern or well-established accommodation with a wide <strong>ra</strong>nge of facilities***** High standards of comfort & serviceThe company points out that “Accommodation of similar <strong>ra</strong>tings, but in different countries, cannotalways be meaningfully compared.”Thomson HolidaysThomson T <strong>ra</strong>tings are based on our annual app<strong>ra</strong>isals and customers' views taken from <strong>the</strong> endof-seasonCustomer Satisfaction Questionnaires. Hotels and apartments are <strong>ra</strong>ted from "2T" forno-frills, good value accommodation to "5T" for more comfort and a wider <strong>ra</strong>nge of facilities. To avery few of our best hotels, we award a Blue Ribbon classification. These are internationallyrenowned luxury hotels which offer an exceptional standard of comfort. There may be somedifferences between accommodation that shares <strong>the</strong> same T <strong>ra</strong>ting category. This is where our T-plus <strong>ra</strong>ting can be a useful ext<strong>ra</strong> guideAirtoursOur "A" <strong>ra</strong>tings are awarded by specially t<strong>ra</strong>ined Airtours staff, based on such criteria as <strong>the</strong> publicarea furnishings, food & drink outlets, room & leisure facilities & service. They <strong>ra</strong>nge from AA forsimple accommodation to AAAAA offering <strong>the</strong> highest quality & level of serviceThomas CookOur universal <strong>ra</strong>tings system is based on <strong>the</strong> views (at <strong>the</strong> time ofpublication) of senior managers both in <strong>the</strong> UK & overseas.As can be seen, none of <strong>the</strong>se are particularly objective, but this information at leastprovides some insight into how <strong>the</strong> tour ope<strong>ra</strong>tors go about <strong>ra</strong>ting accommodation.T<strong>ra</strong>vel Industry – Hotel GuidesThe Official Hotel Guide (OHG) – USAThis Guide is widely recognised by t<strong>ra</strong>vel agents as a comprehensive and reliable sourceof information on hotels around <strong>the</strong> world.The Official Hotel Guide (OHG) provides comprehensive, in depth profiles of 29 000 hotels andresorts worldwide. For over 38 years, t<strong>ra</strong>vel professionals have relied on its unique classificationsystem and unbiased profiles to help <strong>the</strong>m successfully match <strong>the</strong>ir clients to <strong>the</strong> right hotel. Its richcontent has made it <strong>the</strong> hotel directory that t<strong>ra</strong>vel professionals pay hundreds of dollars tosubscribe to year after year. 66 Information provided by NorthStar T<strong>ra</strong>vel Media, cf. www.northstart<strong>ra</strong>velmedia.com- 66 -

IND.D.004.16 April 2004NorthStar, parent company of OHG, has now incorpo<strong>ra</strong>ted OHG into its Hotel & T<strong>ra</strong>velIndex which it claims is <strong>the</strong> industry’s leading print and online hotel information source fort<strong>ra</strong>vel professionals with 79 000 hotels online. 7Views of main stakeholders:National Tourism Administ<strong>ra</strong>tions (NTAs) and <strong>the</strong> World Tourism Organization(WTO)Since 1988 WTO ceased to be engaged in harmonizing hotel classification standardsregion-wise and worldwide, partly due to <strong>the</strong> lack of coordinated and clear approach infavour of hotel classification by its Government Members and partly in response to <strong>the</strong>negative view on government intervention in this area by its Affiliate (private sector)Members representing <strong>the</strong> hotel industry. On an individual basis, however, bothgovernments and private consultants have never ceased to approach <strong>the</strong> Organizationand its Secretariat to ask for “WTO hotel classification”, fielding secto<strong>ra</strong>l supportmissions and technical coope<strong>ra</strong>tion to establish classification in respective countries andregions (at <strong>the</strong> time of preparing this report, a WTO-sponsored mission is taking place inMaldives), or at least for recommending WTO-trusted experts to do this job. TheSecretariat has also taken note of such projects taking place without WTO having beenconsulted as an intermediary. As a result, WTO has never “freed itself” from hotelclassification and over <strong>the</strong> years has sent dozens of missions and consultants tointerested countries and regions to do hotel and related classification, but withoutdefining common “WTO standards” for such missions and consultants.It has been seen through this experience that, certainly, States are sovereign and that itis legitimate for <strong>the</strong>ir governments represented by NTAs to seek classification and that<strong>the</strong>y need international referents and support in this effort. Their objectives appear to besimilar to those sought by <strong>the</strong> private sector, first of all to ensure fair competition in <strong>the</strong>hotel industry, also to provide for “t<strong>ra</strong>nsparency at first sight” for <strong>the</strong> consumer. T<strong>ra</strong>derelated aspects of classification have also become important for <strong>the</strong> national hotelindustry, especially in developing countries where private and government investorshave made important investments and great sacrifices to upg<strong>ra</strong>de <strong>the</strong>ir hotel facilitiesand now expect to be fairly remune<strong>ra</strong>ted for this effort while observing that differences in<strong>the</strong>ir favour with <strong>the</strong> attributes of <strong>the</strong> same category establishments in <strong>the</strong> tourismsending countries appear to be widening. Reference to unequivocal internationallyrecognizedstandards can <strong>the</strong>refore help <strong>the</strong>m defend <strong>the</strong>ir economic interests when itcomes to negotiating cont<strong>ra</strong>cts with wholesale tour ope<strong>ra</strong>tors.From <strong>the</strong> WTO perspective, <strong>the</strong> lack of common understanding of hotel classificationstandards has also led to confusing quality aspects of <strong>the</strong> supply of hotel services(largely responding to <strong>the</strong> gene<strong>ra</strong>l question of HOW <strong>the</strong>y are supplied) with physical andquantitative aspects of hotel establishments (required to respond to <strong>the</strong> question ofWHAT) which normally intervene in classifications, while both aspects are important forcompetition. This converging approach can be seen, for example, in CEN (European7 cf www.htihotelink.com- 67 -

IND.D.004.16 April 2004Committee for Standardization) standard EN ISO 18513-2000 8 followed by ISO, whileWTO experience, also expressed in <strong>the</strong> WTO definition of quality in tourism 9 , as well asnational experience, such as Spanish ICTE, shows that attribution of a hotelestablishment to a given category level does not imply an automatic attainment of qualitycriteria, although <strong>the</strong> higher <strong>the</strong> category, <strong>the</strong> higher <strong>the</strong> quality potential of <strong>the</strong>establishment.These conside<strong>ra</strong>tions suggest that an international agreement on <strong>the</strong> meaning andguidance on hotel classification could satisfy <strong>the</strong> various demands and constitute aservice to Governments, <strong>the</strong> private sector, consumers and <strong>the</strong> international communityat large.Hotel Industry – National Hotel Association involvement in classificationWithin <strong>the</strong> hotel industry, views can diverge diametrically on <strong>the</strong> need (or not) for anational classification scheme. Two classic examples are provided by <strong>the</strong> national hotelassociations of Is<strong>ra</strong>el and Denmark, <strong>the</strong> former having abandoned classification, while<strong>the</strong> latter has adopted it after ope<strong>ra</strong>ting without classification for a number of years.The Hotel Industry in Is<strong>ra</strong>el - 12 years without classification or g<strong>ra</strong>ding(Information provided by Ab<strong>ra</strong>ham Rosental, Director-Gene<strong>ra</strong>l, Is<strong>ra</strong>el Hotel Association-IHA)In April 1992, <strong>the</strong> system of g<strong>ra</strong>ding hotels according to stars was cancelled and no o<strong>the</strong>r officialsystem has taken its place.Today, twelve years later, IHA can evaluate if <strong>the</strong> decision to cancel <strong>the</strong> g<strong>ra</strong>ding system proveditself correct or not, if <strong>the</strong> “great damage to tourism to Is<strong>ra</strong>el” , which many in <strong>the</strong> tourism industrypredicted, came true, or if perhaps <strong>the</strong> goals of cancellation were realized.In order to determine what happened since <strong>the</strong>n, it is necessary to take into conside<strong>ra</strong>tion <strong>the</strong>situation of hotels before <strong>the</strong> government cancelled <strong>the</strong> regulations for g<strong>ra</strong>ding hotels, <strong>the</strong> situationtoday and expectations for <strong>the</strong> future.Backgroundi. Government involvementThe <strong>ra</strong>tionale behind <strong>the</strong> government g<strong>ra</strong>ding system was to give official information on <strong>the</strong>standard of hotels in <strong>the</strong> country and to control <strong>the</strong> criteria for g<strong>ra</strong>ding according to <strong>the</strong> star system.But in reality, from <strong>the</strong> 300 or so hotels in Is<strong>ra</strong>el, some 60 of <strong>the</strong>m did not have star g<strong>ra</strong>ding at all.They were published under <strong>the</strong> classification as ‘not yet g<strong>ra</strong>ded”, “not recommended”, holidayvillages, camping grounds, apartment hotels, and so on. The official information concerning <strong>the</strong>irlevel did not exist at all.The rest of <strong>the</strong> hotels were grouped into 6 g<strong>ra</strong>des mainly in <strong>the</strong> 3-4 and 5 star categories.Therefore, most if <strong>the</strong> hotels were concent<strong>ra</strong>ted in total, into three standards of g<strong>ra</strong>ding. For8 This standard of terminology applied to tourism services (hotels and o<strong>the</strong>r types of tourismaccommodation· defines “accommodation <strong>ra</strong>ting: classification scheme” as “system providing anassessment of <strong>the</strong> quality standards and provision of facility and/or service of tourist accommodation(typically within five categories, often indicated by one to five symbols”9 “The result of a process which implies <strong>the</strong> satisfaction of all <strong>the</strong> legitimate product and service needs,requirements and expectations of <strong>the</strong> consumer, at an acceptable price, in conformity with mutuallyaccepted cont<strong>ra</strong>ctual conditions and <strong>the</strong> underlying quality determinants, such as safety and security,hygiene and cleanliness, accessibility, t<strong>ra</strong>nsparency, au<strong>the</strong>nticity and harmony of <strong>the</strong> tourism activityconcerned with its human and natu<strong>ra</strong>l environment.”- 68 -

IND.D.004.16 April 2004instance, <strong>the</strong>re were about 80 hotels in <strong>the</strong> 4 star category and it was obvious to all that <strong>the</strong>re weregreat differences among <strong>the</strong>m and it was not possible to ascertain much about a specific hotel in asimilar large group.The g<strong>ra</strong>ding of part of <strong>the</strong> hotels did not reflect <strong>the</strong> reality. There were hotels which, havingreceived <strong>the</strong>ir high g<strong>ra</strong>de, lowered <strong>the</strong>ir standards during <strong>the</strong> years and it was difficult, if notdownright impossible to change <strong>the</strong>ir g<strong>ra</strong>de. Additional difficulties in g<strong>ra</strong>ding were discovered alsoin comparisons between city hotels and holiday hotels, new hotels and old hotels, small and largehotels and between regular hotels and apartment hotels and suite hotels.The g<strong>ra</strong>ding of a hotel created certain expectations from <strong>the</strong> client. A great part of <strong>the</strong> complaintsreceived about hotels were in <strong>the</strong> style of “this is not <strong>the</strong> service of a hotel g<strong>ra</strong>ded X stars…. Whogave <strong>the</strong> hotel <strong>the</strong> stars…”etc….ii. T<strong>ra</strong>vel agent reactionThe situation was worsened by t<strong>ra</strong>vel agents who published tour packages to Is<strong>ra</strong>el in <strong>the</strong> old andknown manner of “overnight in a 4 star hotel in Jerusalem…”. These t<strong>ra</strong>vel agents did not promisea specific hotel, or certain level of services – <strong>the</strong>y only promised to give <strong>the</strong> client a hotel of acertain g<strong>ra</strong>de and nothing more.iii. Hotel reactionWhen <strong>the</strong>re are many hotels with <strong>the</strong> same g<strong>ra</strong>de, it is clear that <strong>the</strong>re is a very good 4 star hotelwhose <strong>ra</strong>tes are expensive and <strong>the</strong>re is a bad 4 star hotel whose <strong>ra</strong>tes are cheap. In fact, <strong>the</strong>rehave been many cases in which t<strong>ra</strong>vel agents ordered <strong>the</strong> cheaper hotels for <strong>the</strong>ir clients …however, <strong>the</strong>y stood by <strong>the</strong>ir promise to supply a 4 star hotel, but <strong>the</strong> ones who suffered where <strong>the</strong>clients <strong>the</strong>mselves who thought that this was <strong>the</strong> level of hotels in Is<strong>ra</strong>el.A situation was created whereby hotels used to sell <strong>the</strong>ir g<strong>ra</strong>ding and not <strong>the</strong>ir diverse and variousservices. The g<strong>ra</strong>de influenced <strong>the</strong> <strong>ra</strong>tes and it was acceptable, of course, that a higher g<strong>ra</strong>dedhotel would receive a higher <strong>ra</strong>te. As a result of this, <strong>the</strong>re was a fear that lower g<strong>ra</strong>ded hotelswould not make any special effort- because in any case <strong>the</strong>y would not get anything for <strong>the</strong>irefforts, while hotels of higher g<strong>ra</strong>des also will not try improve <strong>the</strong>mselves since <strong>the</strong>ir g<strong>ra</strong>des aresolid and go on forever.Healthy competitionWith <strong>the</strong> cancellation of <strong>the</strong> g<strong>ra</strong>ding, <strong>the</strong> new name of <strong>the</strong> game is competition. Each hotel mustestablish itself from <strong>the</strong> aspect of <strong>the</strong> product, <strong>the</strong> service, publicity and marketing.The Name of <strong>the</strong> Game is - <strong>the</strong> NameThat is to say, that which determines now is <strong>the</strong> name of <strong>the</strong> hotel – what does it supply, whatservices does it give and what is its real level. In short, does it have a good name or a bad name in<strong>the</strong> market?Indeed, with <strong>the</strong> cancellation of g<strong>ra</strong>ding, we have witnessed a wave of renovations by hotels.Hotels began to publicize <strong>the</strong>mselves more and in particular to publicize <strong>the</strong>ir services and <strong>the</strong>i<strong>ra</strong>menities which <strong>the</strong>y offer <strong>the</strong>ir clients.They started to be concerned about <strong>the</strong>ir good name and understood that this would bring clients.This healthy competition became a regular method of ope<strong>ra</strong>tion.Moreover, wholesalers abroad began to sell hotels and not g<strong>ra</strong>des. Is<strong>ra</strong>eli agents “were forced” tobecome better acquainted with hotels in <strong>the</strong> country and to know what <strong>the</strong>y were selling – nolonger to be satisfied with knowledge of <strong>the</strong> g<strong>ra</strong>de of <strong>the</strong> hotel alone.Hotels entered into intensive competition, <strong>the</strong> power of <strong>the</strong> market did its work and stabilized <strong>the</strong>hotels in <strong>the</strong> country according to actual levels.Hotels aspire to improve <strong>the</strong>mselves diligently in order to put <strong>the</strong>mselves in better standing in <strong>the</strong>hotel market.The Hotel Industry is no longer frozen and conservative.- 69 -

IND.D.004.16 April 2004O<strong>the</strong>r forms of classificationIn addition, readers must remember that <strong>the</strong>re exists a worldwide hotel guide called OHG, which iskept by most t<strong>ra</strong>vel agents in <strong>the</strong> world. This voluminous guide g<strong>ra</strong>des hotels in <strong>the</strong> world and isconsidered <strong>the</strong> most trustworthy among t<strong>ra</strong>vel agents.The large tourism wholesalers in <strong>the</strong> world (TUI, Thompson, Neckerman, etc) g<strong>ra</strong>de <strong>the</strong> hotels that<strong>the</strong>y sell by <strong>the</strong>mselves. A potential client in Germany who takes a “TUI: prospect in his hands, forinstance, knows with certainty which level hotel he can expect.We are in <strong>the</strong> e<strong>ra</strong> of <strong>the</strong> internet and <strong>the</strong> huge store of information available to <strong>the</strong> user. For mosthotels in Is<strong>ra</strong>el, <strong>the</strong>re are today, independent sites with a lot of information, pictures and detailsdescribing <strong>the</strong> hotels’ services and amenities..There are more than 42,000 hotel rooms in Is<strong>ra</strong>el, 26,000 of <strong>the</strong>m about 60% belong tointernationally known chains. IHA are sure that a potential tourist well appreciates <strong>the</strong> differencebetween a “Crowne Plaza” hotel room and a “Days Inn” hotel room and he doesn’t need <strong>the</strong>g<strong>ra</strong>ding information. 10Hotel Classification in Denmark(Information provided by HORESTA Denmark, <strong>the</strong> Danish Hotel Association)BackgroundPrior to 1997, <strong>the</strong>re was no hotel classification system in Denmark. The Danish Tourist Board hadproduced an official accommodation guide for <strong>the</strong> country but it had not <strong>ra</strong>ted <strong>the</strong> hotels listed in it.The guide included only basic information. Reading through this information, <strong>the</strong> consumer hadsufficient information to guide his/her choice of hotel. There was no monitoring or assessment offacilities listed in <strong>the</strong> guide.Hotel Industry ReactionThe hotel industry in Denmark was historically opposed to <strong>the</strong> introduction of an official scheme.The Danish Hotel Association – HORESTA Denmark - had a definite policy opposing “official,compulsory classification systems”. The Association felt that such systems left <strong>the</strong> way open togovernment intervention and gave government <strong>the</strong> opportunity to impose tariff levels and to controlpricing.The industry was aware that users such as tour ope<strong>ra</strong>tors and consumers expressed a need forclassification systems. However, such systems were dependent on <strong>the</strong> criteria requirementsbehind <strong>the</strong> g<strong>ra</strong>des and on <strong>the</strong> types of control and monitoring involved.T<strong>ra</strong>vel Industry ReactionAs <strong>the</strong>re was no classification system in Denmark, tour ope<strong>ra</strong>tors in gene<strong>ra</strong>l had <strong>the</strong>ir “own”system. All <strong>the</strong> g<strong>ra</strong>ding was done by <strong>the</strong> individual ope<strong>ra</strong>tors <strong>the</strong>mselves.Danish Tourist Board reactionOriginally, <strong>the</strong> Danish Tourist Board did not plan to introduce a classification system because:οοοοSuch a system was not considered necessary.The Board could not afford to implement a system.The Danish Hotel Association was opposed to official classification system and wouldfiercely oppose any attempt to introduce such a scheme in <strong>the</strong> country.The t<strong>ra</strong>vel industry was at that time implementing its own schemes which it felt weremore reliable and trustworthy.10 cf www.is<strong>ra</strong>elhotels.org.il- 70 -

IND.D.004.16 April 2004The country’s accommodation sector had very high standards in both facilities and service and itwas common opinion that <strong>the</strong>re was no need to introduce a classification system at that time.Current situationHORESTA introduced <strong>the</strong> new Hotel Classification System in Denmark on 14 May 1996 andapproved <strong>the</strong> classification of member hotels by <strong>the</strong> star scheme. This scheme is reserved forHORESTA members. All Danish hotels associated with HORESTA which have at least 8 roomsare classified on a scale <strong>ra</strong>nging from 0-5 stars. The classification scheme is based upon objectivecriteria, i.e. <strong>the</strong> presence or absence or a wide <strong>ra</strong>nge of facilities and service. The number of starsis <strong>the</strong>refore not indicative of subjective features such as atmosphere, quality of food and service,location or view.The Danish Tourist Board welcomed this new classification scheme, firstly, because such ascheme had long been called for by both customers and tour ope<strong>ra</strong>tors; secondly, becauseexperience from abroad showed that a star classification scheme was a tool for improving hotelstandards. This was a quality improvement that was crucial if Danish hotels were to hold <strong>the</strong>ir ownin <strong>the</strong> increasingly competitive international tourist market.Why a Star-<strong>ra</strong>ting?Everywhere in <strong>the</strong> world guests are accustomed to inquire about hotels in terms of <strong>the</strong> number ofstars. Even though <strong>the</strong> criteria vary from one country to <strong>the</strong> ano<strong>the</strong>r, a national classificationnever<strong>the</strong>less offers customers greater opportunity of finding a hotel which conforms to <strong>the</strong>standard desired, <strong>the</strong>reby avoiding <strong>the</strong> wrong choice of hotel – something which is disagreeable forboth parties. The most important objective for HORESTA was to satisfy <strong>the</strong>ir customers’ wishes aswell as <strong>the</strong>y can.Moreover, experience from o<strong>the</strong>r countries showed that in many instances classification was auseful aid for a hotel manager is interested in improving his/her product. With <strong>the</strong> criteria andinspection report in hand it is easier to make improvements precisely where guests will gain mostfrom <strong>the</strong>m.Role of <strong>the</strong> Classification Boardο Lays down <strong>the</strong> criteria according to which <strong>the</strong> classification will be undertakenο Ensures that <strong>the</strong>se criteria are consistently adapted to developments taking place in<strong>the</strong> worldο Has <strong>the</strong> initiative of discussing alte<strong>ra</strong>tions to criteria and taking decisions about suchalte<strong>ra</strong>tionsWhat does <strong>the</strong> classification scheme cost?HORESTA contributes financially to <strong>the</strong> establishment of <strong>the</strong> scheme. Running <strong>the</strong> classificationscheme will subsequently be paid for by <strong>the</strong> hotels, according to <strong>the</strong> following criteria:ο Hotels with less than 20 rooms/ apartmentsο Hotels with at least 20 rooms/ apartmentsο Annual price <strong>ra</strong>teο Annual ext<strong>ra</strong> charge per room/ apartmentsThese charges, to be paid by quarterly installments, were instituted as of March 1997.Five categoriesA prerequisite for classification is that <strong>the</strong> hotel is deemed to have reached an ove<strong>ra</strong>ll satisfactorystandard of cleanliness and maintenance.The HORESTA classification scheme is not based on an assessment of <strong>the</strong> hotels, but is arecording of actual conditions.If "Hotel Garni" is displayed on <strong>the</strong> sign or listed here on www.danishhotels.dk, it means that <strong>the</strong>hotel restau<strong>ra</strong>nt usually only serves breakfast. A small selection of <strong>the</strong> more than 100 criteria isshown below:- 71 -

IND.D.004.16 April 2004All rooms have at least a hand-basin with hot and cold running water. There is at least onebathroom and toilet per 10 rooms.Telephone box, or suitable sound-proofing for a communal telephone. At least 20 percent of <strong>the</strong>rooms have private bath/shower and toilet.All rooms have private bath/shower and toilet, as well as telephone, TV, <strong>ra</strong>dio and writing desk.Comfortable chairs in <strong>the</strong> rooms. TV with international channels and film channel or in-house videoservice. Modem connection in at least 10% of <strong>the</strong> rooms. Round-<strong>the</strong>-clock reception, à la carterestau<strong>ra</strong>nt and bar. Mini-bar in all rooms, or round-<strong>the</strong>-clock room service with refreshments.Luxurious interior decor. Rooms with safebox and some form of air-conditioning - with suitesavailable. Modem connection in all rooms. Room service until 11 pm for meals. Indoor swimmingpool, or fitness centre with professional staff. Large selection of toilet articles, etc.Hotels fulfilling a number of specified requirements concerning meeting facilities can apply for <strong>the</strong>designation ‘Hotel and Conference Center’. As far as holiday centers are concerned, a special setof criteria was d<strong>ra</strong>wn up in close collabo<strong>ra</strong>tion with <strong>the</strong> ‘Association of Holiday Centers inDenmark’. These describe both <strong>the</strong> facilities available and <strong>the</strong> activities on offer.What <strong>the</strong> classification does not say…The aim of <strong>the</strong> classification scheme is to provide guests with an immediate overview of <strong>the</strong> hotel’sgene<strong>ra</strong>l and objectively recorded standard as regards facilities and services. It is not designed toprovide a qualitative or subjective evaluation.Certain types of information are not covered by <strong>the</strong> classification, which is why sensible marketingon <strong>the</strong> part of <strong>the</strong> hotel ought to contain such information. This can be indicated with <strong>the</strong> aid ofsymbols, text, photog<strong>ra</strong>phs or a combination of all three. 11Regional Classification SchemesTowards a Nordic classification scheme? Sweden opts for <strong>the</strong> Danish modelIn March 2003, after lengthy consultations with representatives of hotel chains, cities/destinations,distributors and various consumer organisations, <strong>the</strong> Swedish Hotel & Restau<strong>ra</strong>nt Association(SHR) took <strong>the</strong> decision to classify Swedish hotels that are members of <strong>the</strong> Association. For <strong>the</strong>time being, this is on a voluntary basis. In principle, SHR has adopted <strong>the</strong> Danish scheme, withcertain adjustments to suit Swedish conditions and <strong>the</strong> requirements of certain key players on <strong>the</strong>Swedish market. It will also use <strong>the</strong> Danish website as a model, specifically in terms of data flow.The classification process started in Stockholm and <strong>the</strong> Go<strong>the</strong>nburg area and is g<strong>ra</strong>dually beingextended to cover Member hotels throughout <strong>the</strong> country. It is anticipated that by late 2004 all SHRmembers, some 1000 hotels, will be g<strong>ra</strong>ded. To do this, SHR has recruited a staff of four people torun <strong>the</strong> scheme and carry out <strong>the</strong> inspections.Costs will be covered by <strong>the</strong> hotels on a no profit/no loss basis. The government is covering <strong>the</strong>introductory cost in order get <strong>the</strong> scheme launched, thus enabling SHR to reduce <strong>the</strong> level offinancial risk involved. So far, <strong>the</strong> system is being rolled out successfully, with key players backing<strong>the</strong> project. However, some hoteliers still have strong reservations about classification. SHRbelieves <strong>the</strong> timing is right and that <strong>the</strong> website model will offer a distinct competitive advantage tomembers.Both Norway and Finland are closely following developments in Sweden. Ultimately, <strong>the</strong> vision is toestablish a Nordic classification system common to all <strong>the</strong> players in <strong>the</strong> region.(Information provided by <strong>the</strong> Swedish Hotel & Restau<strong>ra</strong>nt Association)111111 cf www.danskehoteller.dk/uk/stjerner.html)cf Swiss Hotel Association Hotel Classification System, 14 March 2001 (document)- 72 -

IND.D.004.16 April 2004Adapting <strong>the</strong> Swiss Hotel Association (SHA) system to o<strong>the</strong>r countries?In 1979 SHA introduced a hotel classification system which was <strong>the</strong> fist and only private one of itskind in <strong>the</strong> world. It is based on self-assessment by <strong>the</strong> hotelier which is subsequently reviewed byone of SHA’s five regional committees.Following comprehensive overhauls in 1985, 1989 and 1994, <strong>the</strong> SHA hotel classification schemeunderwent its fourth review in 2000. The new standards give hoteliers <strong>the</strong> option of applying for amaximum of three specialisation categories (e.g. Family, Historic, Golf, Congress Health Hotel) aswell as an optional Seal of Quality qualification, in recognition of <strong>the</strong> fact that <strong>the</strong> quality ofindividual hotels has steadily increased over <strong>the</strong> years. Reviews are undertaken every five years toallow for periodic reclassification well received by SHA members, despite <strong>the</strong> substantialinvestment involved.The SHA system is used in Switzerland by <strong>the</strong> Canton Ticino Tourist Office (for classifying hotelswhich are not SHA members) and has been adopted at <strong>the</strong> international level by Germany,Austria, various North Italian provinces, South Tyrol and Trinidad and Tobago. HOTREC is<strong>study</strong>ing <strong>the</strong> system as a discussion basis for fur<strong>the</strong>r projects at <strong>the</strong> European level.The Association of South East Asian Nations (ASEAN)Starting in 1976, <strong>the</strong> ten States Member of <strong>the</strong> ASEAN (Brunei Darussalam, Cambodia, Indonesia,Lao People’s Democ<strong>ra</strong>tic Republic, Malaysia, Myanmar, Philippines, Singapore, Thailand andVietnam) have developed comprehensive prog<strong>ra</strong>mmes and plans of actions on coope<strong>ra</strong>tion intourism. Among <strong>the</strong> different activities included under <strong>the</strong>se prog<strong>ra</strong>mmes and plans in favour ofASEAN coope<strong>ra</strong>tion in tourism, <strong>the</strong> establishment of a common hotel classification scheme isunder conside<strong>ra</strong>tion.The Economic Community of West African States (ECOWAS)ECOWAS, which groups fifteen countries (Benin, Burkina Faso, Cabo Verde, Côte d’Ivoire,Gambia, Ghana, Guinea, Guinea-Bissau, Liberia, Mali, Niger, Nigeria, Senegal, Sier<strong>ra</strong> Leone, andTogo) has established a prog<strong>ra</strong>mme of coope<strong>ra</strong>tion in <strong>the</strong> tourism sector which focuses on threeareas, namely: Promotion and marketing of tourism products; Facilitation and Harmonization ofregulations applicable to tourism activities and <strong>the</strong> hotel industry.With regard to hotel classification, at its 45 th session (Lome, Togo, 5 December 1999), <strong>the</strong> Councilof ECOWAS Ministers adopted regulations 12 on proposed standards for classification of hotels,motels and guest inns in <strong>the</strong> sub-region, taking into account those d<strong>ra</strong>fted and proposed by WTOfor <strong>the</strong> African region in 1984. ECOWAS has however introduced in its proposed standards newelements, such as minimum ceiling standards, billing and payments rules, insu<strong>ra</strong>nce requirementsand services ent<strong>ra</strong>nces.A workshop on <strong>the</strong> implementation of this harmonized hotel classification system was <strong>joint</strong>lyorganized by ECOWAS and WTO in Dakar, Senegal, in July 2001. Participants in this workshophave recommended to ECOWAS Member States to establish <strong>the</strong>ir respective nationalclassification committees, in order to take responsibility for classification of hotels and <strong>the</strong> settingup of inspection teams in each state, based on <strong>the</strong> standards as approved in 1999 by <strong>the</strong> Councilof Ministers.Participants also agreed that <strong>the</strong> ECOWAS Secretariat should take responsibility for sourcing of<strong>the</strong> funds necessary to meet <strong>the</strong> classification t<strong>ra</strong>ining and human resource developmentrequirements for <strong>the</strong> implementation of <strong>the</strong> aforementioned regulations between 2002 and 2003.Review of G<strong>ra</strong>phical Symbols – Stars, diamonds and o<strong>the</strong>r crown jewels12 Proposed Standards for Classification of Hotels, Motels and Guest Inns, ECW/TCIMP/AD-HOC/HOTEL/3- 73 -

IND.D.004.16 April 2004A variety of g<strong>ra</strong>phical symbols are used in <strong>the</strong> hotel and lodging industry throughout <strong>the</strong>world. In <strong>the</strong> USA, both <strong>the</strong> American Automobile Association (AAA) and <strong>the</strong>petrochemical company Mobil provide information on hotel and lodging facilities, <strong>ra</strong>tedaccording to <strong>the</strong>ir own system.Mobil “Star” RatingsA Mobil One-Star Lodging Establishment is a limited service Hotel/Motel/Inn that is considered aclean, comfortable and reliable establishment.A Mobil Two-Star Lodging Establishment is a Hotel/Resort/Inn that is considered a clean,comfortable and reliable establishment, but also has expanded amenities, such as a full-serviceRestau<strong>ra</strong>nt on <strong>the</strong> property.A Mobil Three-Star Lodging Establishment is a Hotel/Resort/Inn which is well-appointed, with a full-and expanded amenities, such as, but not limited to: fitness center, golf course,service Restau<strong>ra</strong>nttennis courts, 24-hour room service, and optional turndown service.A Mobil Four-Star Lodging Establishment is a Hotel/Resort/Inn which provides a luxury experiencewith expanded amenities in a distinctive environment. Services may include, but are not limited to:automatic turndown service, 24 hour room service, and valet parking.A Mobil Five-Star Lodging Establishment provides consistently superlative service in anexceptionally distinctive luxury environment with expanded services. Attention to detail is evidentthroughout <strong>the</strong> Hotel/Resort/Inn from <strong>the</strong> bed linens to staff uniforms.Lodging Cri teria and Expectations* Note: The following criteria are suggested criteria of what a guest can gene<strong>ra</strong>lly expect at eachstar level. They are not individually mandated nor are <strong>the</strong>y limited to those items listed below.These are merely a representative sampling of <strong>the</strong> hundreds of points covered during ourinspection process. Additionally, at each level <strong>the</strong> lodging establishment is required to meet orexceed <strong>the</strong> requirements of <strong>the</strong> previous star <strong>ra</strong>ting. For example, a Two-Star hotel meets <strong>the</strong>criteria expectations of a Two-Star hotel as well as <strong>the</strong> One-Star hotel. A Three-Star hotel meets<strong>the</strong> criteria expectations of a Three-Star hotel, a Two-Star hotel and One-Star hotel, and so forth. 13American Automobile Association (AAA) “Diamond” <strong>ra</strong>tingsOne DiamondThese establishments typically appeal to <strong>the</strong> budget-minded t<strong>ra</strong>veller. They provide essential, nofrillsaccommodations. They meet <strong>the</strong> basic requirements pertaining to comfort, cleanliness andhospitality.Two DiamondThese establishments appeal to <strong>the</strong> t<strong>ra</strong>veller seeking more than <strong>the</strong> basic accommodations. Thereare modest enhancements to <strong>the</strong> ove<strong>ra</strong>ll physical attributes, design elements and amenities of <strong>the</strong>facility typically at a mode<strong>ra</strong>te price.13 cf www.mobilt<strong>ra</strong>velguide.com (“Mobil Stars”)- 74 -

IND.D.004.16 April 2004Three DiamondThese establishments appeal to <strong>the</strong> t<strong>ra</strong>veller with comprehensive needs. Properties aremultifaceted with a distinguished style, including marked upg<strong>ra</strong>des in <strong>the</strong> quality of physicalattributes, amenities and level of comfort provided.Four DiamondThese establishments are upscale in all areas. Accommodations are progressively more refinedand stylish. The physical attributes reflect an obvious enhanced level of quality throughout. Thefundamental hall marks at this level include an extensive ar<strong>ra</strong>y of amenities combined with a highdegree of hospitality, service and attention to detail.Five DiamondThese establishments reflect <strong>the</strong> cha<strong>ra</strong>cteristics of <strong>the</strong> ultimate in luxury and sophistication.Accommodations are first class. The physical attributes are ext<strong>ra</strong>ordinary in every manner. Thefundamental hallmarks at this level are to meticulously serve and exceed all guest expectationswhile maintaining an impeccable standard of excellence. Many personalized services andamenities enhance an unmatched level of comfort. 14Both AAA and Mobil award <strong>ra</strong>tings on a scale of 1 to 5 (5 being <strong>the</strong> highest <strong>ra</strong>ting -signifying <strong>the</strong> absolute ultimate in service, luxury, atmosphere and price). Bothorganisations conduct annual on-site physical inspections and both provide inspections,evaluations and <strong>ra</strong>ting free of charge to hotels. 15AAA overhauls its <strong>ra</strong>tings standards about every five years and invites industryrepresentatives to comment on <strong>the</strong>m before issuing <strong>the</strong> final version; while Mobil doesnot disclose detailed criteria to hotels or provide <strong>the</strong>m with any feedback. 16 AAA iscurrently implementing a major revision of standards for its 2005 awards to beannounced in <strong>the</strong> autumn of 2004. This revision was delayed by <strong>the</strong> events of 11September 2001.Mexico favours “Stars and Diamonds”Cancun, Mexico – 2 September 1999 - During <strong>the</strong> XXV Tianguis in Acapulco, Mexico´s Secretaryof Tourism, presented <strong>the</strong> new Mexican hotel <strong>ra</strong>ting classification, called “Stars and Diamonds”.This system is <strong>the</strong> result of seve<strong>ra</strong>l years of extensive research, and has integ<strong>ra</strong>ted criteria fromvarious sources like AAA, Mobil, Michelin, Small Luxury Hotels, Relais et Châteaux, The LeadingHotels of <strong>the</strong> World and Spain’s ITQ2000, among o<strong>the</strong>rs.“Stars and Diamonds” has been sponsored by <strong>the</strong> Mexican Hotel Association, as well as <strong>the</strong>Mexican Chain Hotels Association and approved by <strong>the</strong> Ministry of Tourism.This classification is voluntary and will be based on a certification by an independent board. It willconsider, on <strong>the</strong> one side, <strong>the</strong> quality of a hotel (basically <strong>the</strong> room), which will be <strong>ra</strong>ted with stars,and on <strong>the</strong> o<strong>the</strong>r side, <strong>the</strong> quality of its services and staff, to be <strong>ra</strong>ted in diamonds. This certificationwill be renewed every year after a site inspection. 17United Kingdom seeks to harmonise three systems14 cf www.aaa.biz/adsales (“Rating Info & Applications”)15 Cf “Stars and Diamonds : Some Similarities and Some Differences”, by Harry Nobles & Cheryl Thompson Griggs, Hotel OnlineSpecial Report, January 200316 Cf How do Mobil and AAA <strong>ra</strong>tings compare ? You decide” by Jane Engle, Los Angeles Times, 1 February 200417 « ‘Stars and Diamonds’ Name of Mexico’s Hotel Rating System », Hotel Online Special Report, 2 Sept. 1999- 75 -

IND.D.004.16 April 2004Information provided by <strong>the</strong> British Hospitality Association – BHAThere are new, harmonised, quality standards for hotels under a unified system agreed between<strong>the</strong> two major motoring organisations - <strong>the</strong> Automobile Association (AA) and <strong>the</strong> Royal AutomobileClub (RAC), and <strong>the</strong> English Tourist Board (Scotland and Wales will have slight variances with<strong>the</strong>se standards). Quality standards will be signified with <strong>the</strong> award of ‘Stars’. The minimumnumber of stars is one and <strong>the</strong> maximum is five.There is no legal compulsion for hotels to seek quality recognition, although <strong>the</strong>y are subject tolocal controls and licensing. Requirements for <strong>the</strong> g<strong>ra</strong>nting of stars, crowns etc. can be foundinside <strong>the</strong> cover of <strong>the</strong> AA and RAC Hotel Guides. These guides can gene<strong>ra</strong>lly be found in <strong>the</strong>Information Section of local lib<strong>ra</strong>ries.Hotel Classification (Stars)One Star HotelsHotels in this classification are likely to be small and independently owned, with a familyatmosphere. Services may be provided by <strong>the</strong> owner and family on an informal basis. There maybe a limited <strong>ra</strong>nge of facilities and meals may be fairly simple. Lunch, for example, may not beserved. Some bedrooms may not have en suite bath/shower rooms. Maintenance, cleanliness andcomfort should, however, always be of an acceptable standard.Two Star HotelsIn this classification hotels will typically be small to medium sized and offer more extensive facilitiesthan at <strong>the</strong> one star level. Some business hotels come into <strong>the</strong> two star classification and guestscan expect comfortable, well equipped, overnight accommodation, usually with an en-suitebath/shower room. Reception and o<strong>the</strong>r staff will aim for a more professional presentation that at<strong>the</strong> one star level, and offer a wider <strong>ra</strong>nge of st<strong>ra</strong>ightforward services, including food and drink.Three Star HotelsAt this level, hotels are usually of a size to support higher staffing levels, and a significantly greaterquality and <strong>ra</strong>nge of facilities than at <strong>the</strong> lower star classifications. Reception and <strong>the</strong> o<strong>the</strong>r publicrooms will be more spacious and <strong>the</strong> restau<strong>ra</strong>nt will normally also cater for non-residents. Allbedrooms will have fully en suite bath and shower rooms and offer a good standard of comfort andequipment, such as a hair dryer, direct dial telephone, toiletries in <strong>the</strong> bathroom. Some roomservice can be expected, and some provision for business t<strong>ra</strong>vellers.Four Star HotelsExpectations at this level include a degree of luxury as well as quality in <strong>the</strong> furnishings, decor andequipment, in every area of <strong>the</strong> hotel. Bedrooms will also usually offer more space than at <strong>the</strong>lower star levels, and well designed, co-ordinated furnishings and decor. The en-suite bathroomswill have both bath and fixed shower. There will be a high enough <strong>ra</strong>tio of staff to guests to provideservices like porte<strong>ra</strong>ge, 24-hour room service, laundry and dry-cleaning. The restau<strong>ra</strong>nt willdemonst<strong>ra</strong>te a serious approach to its cuisine.Five Star HotelsHere you should find spacious and luxurious accommodation throughout <strong>the</strong> hotel, matching <strong>the</strong>best international standards. Interior design should impress with its quality and attention to detail,comfort and elegance. Furnishings should be immaculate. Services should be formal, wellsupervised and flawless in attention to guests' needs, without being intrusive. The restau<strong>ra</strong>nt willdemonst<strong>ra</strong>te a high level of technical skill, producing dishes to <strong>the</strong> highest international standards.Staff will be knowledgeable, helpful, well versed in all aspects of customer care, combiningefficiency with courtesy.- 76 -

IND.D.004.16 April 2004Guest House Classification (Diamonds)The Diamond awards assess guest accommodation at five levels of quality, from one Diamond at <strong>the</strong>simplest, to 5 Diamonds at <strong>the</strong> luxury end of <strong>the</strong> spectrum. 18TerminologyWTO Thesaurus on Tourism and Leisure ActivitiesDue to <strong>the</strong> conside<strong>ra</strong>ble growth worldwide in <strong>the</strong> volume of information on tourism activityand at <strong>the</strong> same time <strong>the</strong> sizeable increase in automated documentation systemsregarding this sector, <strong>the</strong> World Tourism Organization (WTO) set itself <strong>the</strong> task ofcreating a structured multilingual tool to facilitate indexing and bibliog<strong>ra</strong>phical search intotourism and allied fields: The Thesaurus on Tourism and Leisure Activities.This linguistic instrument was developed between 1996 and 1999 –by <strong>the</strong> means of aneffective partnership between <strong>the</strong> WTO Secretariat – and <strong>the</strong> Secretariat of State forTourism of F<strong>ra</strong>nce through its Tourism Directo<strong>ra</strong>te.The Thesaurus - which was initially established as a specific documentation language tohelp search for information relating to tourism activities- can be also used as a guide totourism terminology as well as for <strong>the</strong> standardization and normalization of a commonindexation and retrieval language, at <strong>the</strong> international level. Its basic f<strong>ra</strong>mework is madeup of semantic fields, which include terms, definitions and relations linking <strong>the</strong> terms toeach o<strong>the</strong>r.The 8,185 terms thus selected are distributed over 20 fields representing tourism activity.Field 08 concerns Accommodation and its main related aspects, i.e. AccommodationCapacity; Holiday Accommodation; Youth Accommodation; Ru<strong>ra</strong>l Accommodation; HotelT<strong>ra</strong>de and O<strong>the</strong>r Means of Accommodation.The first edition (French-English-Spanish) of <strong>the</strong> Thesaurus was published in 2001 and<strong>the</strong> Italian version in 2003. The Croatian and Portuguese versions of <strong>the</strong> Thesaurusshould become available in 2004. The objective set for this linguistic tool during 2004-2005, is to provide updated on line editions and also expand it to o<strong>the</strong>r languages.WTO Tourism Legislation Database (LEXTOUR)As from mid-November 2003, <strong>the</strong> WTO Documentation Centre launched <strong>the</strong> TourismLegislation Database – LEXTOUR. This database has been designed to act as a refer<strong>ra</strong>lsystem facilitating -via <strong>the</strong> WTO Website (www.world-tourism.org)-, direct accessthrough links to external websites, databases and information servers on tourismlegislative data produced and distributed by authoritative sources, such as nationalparliaments, cent<strong>ra</strong>l government bodies (including national tourism administ<strong>ra</strong>tions –NTAs), professional associations, universities, etc.18 cf www.bha.org (The foregoing information was current at <strong>the</strong> time of production and is supplied, withoutprejudice. The British Hospitality Association cannot be held responsible, ei<strong>the</strong>r directly or consequentially, for anyaction resulting from <strong>the</strong> use of <strong>the</strong> information contained herein. )- 77 -

IND.D.004.16 April 2004Presently, some three hundred information systems have been identified in more than130 countries.A number of webservers recorded in LEXTOUR (especially those administ<strong>ra</strong>ted byNTAs) provide references to and/or full text of legislative and regulatory instrumentsgoverning tourism accommodation and, in particular, hotels and similar establishments.CEN - ISOAfter many years of work, investigation and broad industry consultation both at <strong>the</strong>European and international levels, (see earlier section on “Review of Previous Work” ) .The CEN work in this area was completed with <strong>the</strong> publication in January 2001 of <strong>the</strong>European and International Standard on Tourism Services – Hotels and o<strong>the</strong>r types oftourism accommodation – Terminology (prEN ISO 18513).This was released as an official ISO publication in 2003, described by ISO in <strong>the</strong>following terms:This is a dictionary of core terms for <strong>the</strong> tourist industry, meaning that when one person uses aterm, <strong>the</strong> o<strong>the</strong>rs anywhere in <strong>the</strong> world know exactly what is being described and what <strong>the</strong>y canexpect.ISO 18513 can serve as a reference for <strong>the</strong> explanations given in t<strong>ra</strong>vel brochures or in automaticbooking systems; in business-to-business communications; in definitions given in tourist statistics;for consumer advisory services, to avoid misunderstandings when tourist offers are provided; andfor interpretation in legal conflicts.***- 78 -

IND.D.004.16 April 2004V. CONCLUSIONS1. Syn<strong>the</strong>sis of findingsIt is obvious from this <strong>study</strong>, based on a survey of both <strong>the</strong> public and private sectors,that not only is <strong>the</strong> situation complex – but that <strong>the</strong> solutions are just as complicated.Classification by o<strong>the</strong>r entitiesFirst and foremost, it should be noted that <strong>the</strong> <strong>study</strong> does not attempt to do more thanrefer briefly to classification standards or criteria used by consumer bodies or t<strong>ra</strong>velprofessionals e.g.:- Consumer guides (Michelin, RAC, AA etc.)- Global Distribution Systems (GDS) (Amadeus, Galileo, Sabre etc.)- Computer Reservation Systems (CRS) and brokers- GSM codification used by computers and telephone technology in cars- Major voluntary chains and consortia- Major hotel chains- Major hotel f<strong>ra</strong>nchisors- Tour Ope<strong>ra</strong>tors- ISO (International Organisation for Standardisation)It would also be useful to take a look at furnished rentals, i.e. nei<strong>the</strong>r hotels nor resorts,which form a large share of <strong>the</strong> holiday rental market. These are often subject to <strong>the</strong>same rules and regulations as regular private rentals, <strong>ra</strong><strong>the</strong>r than those applying totourist accommodation.In addition to all <strong>the</strong>se classification standards or criteria, o<strong>the</strong>rs are laid down bygovernments, professional bodies or private enterprises.Consumer-driven?One point is obvious – all <strong>the</strong>se approaches claim to be for <strong>the</strong> benefit of <strong>the</strong> consumer.Yet consumers are very <strong>ra</strong>rely consulted even though many organisations claim to beacting on <strong>the</strong>ir behalf. Here one fundamental difference can be noted between <strong>the</strong> publicand private sectors. When such standards and criteria are laid down by governments,<strong>the</strong>y tend to remain in force for years at a time, are infrequently checked and <strong>ra</strong>relyupdated to meet changes in fashion and consumer taste or take account of changes indestinations and markets.In this respect, <strong>the</strong> private sector is much quicker at responding to demand, as instancedby such developments as timeshare, resorts, villas providing t<strong>ra</strong>ditional hotel servicesetc. Similarly, <strong>the</strong> criteria set out in private-sector consumer guides are much moreresponsive to consumer and market demand. Many surveys show that consumer choiceis governed first and foremost by price and destination, <strong>ra</strong><strong>the</strong>r than by classificationsystems that are so complex that <strong>the</strong> consumer is ei<strong>the</strong>r unaware of <strong>the</strong>m or unable todecipher <strong>the</strong>m.In fact, where <strong>the</strong> public sector is concerned, government interest in having aclassification system is often prompted by <strong>the</strong> need to organise <strong>the</strong> domestic market,obtain statistics and assess competition from neighbouring countries/destinations.- 79 -

IND.D.004.16 April 2004Summing up• In <strong>the</strong> light of recent events such as 9/11, SARS, Mad Cow disease and Legionnaire’sdisease, ensuring minimum standards for safety and hygiene should obviously fall togovernments. As most of <strong>the</strong> o<strong>the</strong>r aspects of classification are basically commercial,or market-driven, this could be a first conside<strong>ra</strong>tion guiding <strong>the</strong> classification debate.• The two notions, destination, whe<strong>the</strong>r country or region, and purpose of t<strong>ra</strong>vel(business, leisure, etc) are fundamental. As noted in <strong>the</strong> report, Europe is currentlyconsidering <strong>the</strong> feasibility of an EU classification system; similar investigations areunderway within ASEAN (Association of South East Asian Nations); in <strong>the</strong> Nordiccountries and in <strong>the</strong> Middle East; while Cent<strong>ra</strong>l African states have expressed interestin some such system.Key conside<strong>ra</strong>tions1. Private sector requirement: consumer informationThere is strong consumer demand for better and more t<strong>ra</strong>nsparent information onboth <strong>the</strong> products and destinations on offer. This implies <strong>the</strong> consistent use of agiven and recognised terminology. It also <strong>ra</strong>ises <strong>the</strong> problem of <strong>the</strong> language(s) inwhich <strong>the</strong> information is made available. On <strong>the</strong> positive side, <strong>the</strong> diversity ofinformation available can also be considered an advantage.2. Public sector responsibility: Hygiene and safetyGovernment concern should focus more on ensuring hygiene and personal safetythan on <strong>the</strong> commercial aspects of classification.3. MethodologyIt would be advisable to devise a methodology providing those states wishing toset up a national or regional classification scheme with <strong>the</strong> necessary tools to doso. The point here is to provide a systematic way of taking into account <strong>the</strong>cultu<strong>ra</strong>l differences between states in terms of service and facilities according todestinations, regions and purpose of t<strong>ra</strong>vel. To be sustainable, tourism must beable to consolidate its diversity, not seek uniformity.Without <strong>the</strong>se intermediary stages, any international classification system would run <strong>the</strong>risk of being irrelevant and <strong>the</strong>refore inefficient, especially as it could necessarily only bevoluntary. In <strong>the</strong> long run, this would end up merely creating more confusion.***- 80 -

IND.D.004.16 April 2004ANNEX (a)QUESTIONNAIREON THE CLASSIFICATION OF ACCOMMODATION ESTABLISHMENTS(HOTELS & SIMILAR ESTABLISHMENTS)To be completed by responsible officials of National Hotel & Restau<strong>ra</strong>ntAssociations (NACE)National Association:Country:Date of reply:Respondent (name, position):Address (postal, fax, e-mail):Documents attached:YES (specify)NOLegislation/regulationsAttached:YES (specify)NOBefore completing <strong>the</strong> questionnaire it is highly recommended to carefully read<strong>the</strong> notes which follow on page 2 as well as all <strong>the</strong> footnotes.- 81 -

IND.D.004.16 April 2004NOTESPurpose:The findings of this survey will contribute to <strong>the</strong> “<strong>joint</strong> IH&RA and WTO<strong>study</strong> on hotel classification” which follows on <strong>the</strong> recommendation of <strong>the</strong>WTO Quality Support Committee, <strong>the</strong> WTO work prog<strong>ra</strong>mme for 2002-2003and <strong>the</strong> Memo<strong>ra</strong>ndum of Understanding between <strong>the</strong> International Hotel &Restau<strong>ra</strong>nt Association (IH&RA) and <strong>the</strong> WTO Secretariat, in virtue ofwhich said <strong>study</strong> should be completed in 2002. 19Object: The scope of <strong>the</strong> survey is limited to hotels and similar establishments 20(e.g., apartment hotels, motels, inns, etc. 21 ) irrespective of <strong>the</strong>ir location(urban, ru<strong>ra</strong>l, coastal, etc.). O<strong>the</strong>r types of accommodation facilities,irrespective of <strong>the</strong>ir denotation and regional interpretation (e.g., holidaycentres, holiday homes, youth hostels, holiday camps, camping andca<strong>ra</strong>vanning sites, time-share, etc.), are excluded from <strong>the</strong> survey.Definitions: For <strong>the</strong> purpose of <strong>the</strong> survey, <strong>the</strong> term “classification of accommodationestablishments” denotes a system, duly published, in whichaccommodation establishments of <strong>the</strong> same type (e.g., hotels, motels, inns,etc.) have been conventionally broken down into classes, categories org<strong>ra</strong>des according to <strong>the</strong>ir common physical and service cha<strong>ra</strong>cteristics andestablished at government, industry or o<strong>the</strong>r private levels.Scopeof replies:In view of <strong>the</strong>ir national situation and <strong>the</strong> availability of information, NACErespondents may provide information on classification (governmental, nongovernmentalor both, if both systems co-exist or are complementary)Documents: The respondent's efforts to provide simple and unequivocal answers,whe<strong>the</strong><strong>ra</strong>ffirmative (yes, underline), non-affirmative (no) or factual (specify) is muchappreciated. As a principle, you are not requested to attach additionalsupporting documents, unless you feel that such existing documents (ifpossible, in English or French) need to be sent to IH&RA to fur<strong>the</strong>r clarifyyour replies.It would greatly assist us if you could use <strong>the</strong> opportunity of <strong>the</strong> survey toattach to <strong>the</strong> completed questionnaires <strong>the</strong> latest relevant regulatoryinstruments and/or indicate <strong>the</strong>ir country website from which suchinstruments could be viewed and/or downloaded. This will facilitate clearerinvestigation of classification criteria.19 WTO and IH&RA have agreed to undertake <strong>joint</strong>ly a <strong>study</strong> on hotel classification to include a status report onexisting hotel classification schemes and a compa<strong>ra</strong>tive analysis and interpretation of such schemes and <strong>the</strong>irfunctions.20 Such establishments provide services entered as number 63110.0 in <strong>the</strong> Cent<strong>ra</strong>l Product Classification(CPS) and coincide with “tourism cha<strong>ra</strong>cteristic activities” in <strong>the</strong> Tourism Satellite Account:Recommended Methodological F<strong>ra</strong>mework.21 These terms are subject to debate and regional interpretation. At <strong>the</strong> European level, standardized terminology hasbeen adopted to this effect by CEN (European Committee for Standardisation).- 82 -

IND.D.004.16 April 20041. Is an official classification system in place in your country?/__/ Yes/__/ No2. If yes, at what level?............................................................................................................................................................................................................................................................................3. Application to facilities (tick <strong>the</strong> appropriate and specify)(a) Current classification in force applies to:Yes No All or specific types 22 Last date 23 G<strong>ra</strong>phical symbol 24Hotels /__/ /__/Apartment hotels /__/ /__/Motels /__/ /__/Inns /__/ /__/O<strong>the</strong>rs (specify) 25(b) Additional comments, if any 26 :4. Basis for establishing classificationYes No Types of establishments concerned 27State Constitution /__/ /__/Tourism law /__/ /__/NTA 28 competence /__/ /__/22 Specific application: for example, all hotels, urban hotels, ru<strong>ra</strong>l inns, etc. Don’t enter information on facilities notcovered by <strong>the</strong> survey (according to <strong>the</strong> note “Object” on page 1)23 . Last date when currently valid classification was adopted or entered into force.24 Specify g<strong>ra</strong>phical symbols used to present classification, e.g., stars, crowns, keys, diamonds, etc.25 You may wish to quote o<strong>the</strong>r names used, including in your national language, for accommodation establishmentsconcerned.26 You may explain, for example, whe<strong>the</strong>r respective classification is established at cent<strong>ra</strong>l or local government level.27 For example, all hotels, urban hotels, ru<strong>ra</strong>l inns, etc.28 National Tourism Administ<strong>ra</strong>tion- 83 -

IND.D.004.16 April 2004Agreement between government /__/ /__/bodies concernedYES NOTypes of establishments concernedRecommendation in a government- /__/ /__/adopted tourism development planPrerogative/declared /__/ /__/objective of a nationalhotel associationDecision (ad hoc) of a national /__/ /__/hotel associationAgreement between /__/ /__/independent hotelsGovernment recommendation /__/ /__/Recommendation in a tourism /__/ /__/development plan implementedby industryO<strong>the</strong>r basis (specify)5. Rationale and use of classification (multiple responses possible)YES NOTypes of establishmentsIs classification justified by:- consumer concerns? /__/ /__/- marketing (industry's /__/ /__/wish to better communicateits offer?- need to have a tool to /__/ /__/monitor <strong>the</strong> sectordevelopment?Does it seek compatibility /__/ /__/with <strong>the</strong> existence of classificationsystems in o<strong>the</strong>r countries?- 84 -

IND.D.004.16 April 2004Is it used to control accommodation /__/ /__/tariffs within established classes?Is it used to differentiate /__/ /__/government taxes e.g. V.A.T. 29 YES NO Types of establishmentsIs it used to:- promote quality? /__/ /__/- promote investments? /__/ /__/- o<strong>the</strong>r (specify)Is it used to monitor accommodation /__/ /__/tariffs within established classes?O<strong>the</strong>r <strong>ra</strong>tionale and use (specify)6. Classification authority/body deciding each classification (Classificationauthorities such as National Tourism Ministry/Hotel Association, etc. The following(hotels, apartment hotels etc.) might each be classified by a different authority)Hotels/specific types:Apartment hotels/specific types:Motels/specific types:Inns/specific types:O<strong>the</strong>r (specify):7. Bodies involved in devising and d<strong>ra</strong>fting classification (multiple answers possible)29 Higher taxes, or higher <strong>ra</strong>tes of V.A.T (Value-added Tax) may be applied to establishments assigned to a higherclass due to <strong>the</strong>ir perceived “luxury”.- 85 -

IND.D.004.16 April 2004Has <strong>the</strong> classification system in question YES NO Types of establishmentsbeen prepared by:NTA/NTO and o<strong>the</strong>r /__/ /__/government officialsAn expert designated/recommended /__/ /__/by WTO/OMTIn consultation with an International /__/ /__/Hotel and/or Restau<strong>ra</strong>nt AssociationIn consultation with a National /__/ /__/Hotel Association(s)YES NOTypes of establishmentsA private national/international /__/ /__/consultantCollabo<strong>ra</strong>tion between hotel industry /__/ /__/and NTA/Government/NTO expertsOn <strong>the</strong> basis of ano<strong>the</strong>r country’s /__/ /__/classification systemBy revising <strong>the</strong> previous system /__/ /__/In consultation with Consumers’ /__/ /__/AssociationO<strong>the</strong>rs (specify)Additional comments, if any:8. Applicability of classification(a) YES NO Types of establishmentsIs classification mandatory? /__/ /__/Can establishments ope<strong>ra</strong>te without /__/ /__/being classified?Can classification be mandatory /__/ /__/In certain areas, e.g. as a condition- 86 -

IND.D.004.16 April 2004for membership to a hotel association?(specify)Is it necessary to obtain license/permission/ /__/ /__/regist<strong>ra</strong>tion to ope<strong>ra</strong>te?Additional comments (if any)(b) Approximate percentage covered by classification:- of establishments (by type of establishments):- of room capacity (by type of establishments):YES NOCan all establishments apply to be classified? /__/ /__/Application criteria, if any:9. Verification of compliance with classification system(a) Is verification performed by: YES NO Types of establishmentscent<strong>ra</strong>l government inspectors /__/ /__/local government inspectors /__/ /__/hotel industry (second party) /__/ /__/inspectorsindependent (third party) /__/ /__/inspectorso<strong>the</strong>r parties (specify)(b) Mode of verification: YES NO Types of establishmentsannounced visits at fixed date /__/ /__/- 87 -

IND.D.004.16 April 2004mystery checks 30 /__/ /__/o<strong>the</strong>r methods (specify)(c) Cost of verification borne by: YES NO Types of establishments<strong>the</strong> verifying authority /__/ /__/<strong>the</strong> hotel company concerned /__/ /__/ano<strong>the</strong>r party (specify)(d) Periodicity of verification (underline)/__/ every year/__/ every two years/__/ every three years/__/ o<strong>the</strong>r periodicity (specify)Types of establishments10. How frequently is classification system updated?............................................................................................................................................................................................................................................................................11. Who finances <strong>the</strong> system?............................................................................................................................................................................................................................................................................12. What are <strong>the</strong> main criteria referred to for classification?………………………………………………………………………………………………………….………………………………………………………………………………………………………….………………………………………………………………………………………………………….13. Is <strong>the</strong>re any link between <strong>the</strong> classification scheme and:Social obligations of <strong>the</strong> employer of <strong>the</strong> scheme (i.e. <strong>ra</strong>ting as a criterion todetermine social charges………………………………………………………………………………………………………….30 Anonymous visits by unidentified inspectors- 88 -

IND.D.004.16 April 2004………………………………………………………………………………………………………….O<strong>the</strong>r burdens on <strong>the</strong> employer (i.e. <strong>ra</strong>ting as a criterion to determine o<strong>the</strong>rcharges/taxes imposed on <strong>the</strong> employer of <strong>the</strong> scheme)………………………………………………………………………………………………………….………………………………………………………………………………………………………….14. Are you satisfied with <strong>the</strong> existing system in your country? Please comment.………………………………………………………………………………………………………….………………………………………………………………………………………………………….………………………………………………………………………………………………………….15. Plans to introduce new classification or revise current classification (specify)………………………………………………………………………………………………………….………………………………………………………………………………………………………….………………………………………………………………………………………………………….………………………………………………………………………………………………………….Part B: Official and de facto private classification(to be completed if <strong>the</strong> respondent is aware of <strong>the</strong> differences or discrepancies that existbetween official classification and o<strong>the</strong>r private classification systems used in pa<strong>ra</strong>llel(see also footnote 13 below)NOTEIn some countries, private classification of accommodation establishments may beannounced in printed guides, t<strong>ra</strong>vel magazines or on <strong>the</strong> internet by consume<strong>ra</strong>ssociations, t<strong>ra</strong>vel clubs, t<strong>ra</strong>vel agencies, establishments’ owners and o<strong>the</strong>r publishersof such information, in conformity with official government or industry (non-governmental)classification systems or irrespective of <strong>the</strong> existence or non-existence of such systems,i.e., for whatever reason and according to individual criteria and research of <strong>the</strong>publishers of such information and upon <strong>the</strong>ir own responsibility 31 .Please elabo<strong>ra</strong>te whe<strong>the</strong>r this situation exists in your country.31 . For example, a hotel guide published in a given country or a web page covering a country or a local destinationmay exhibit <strong>the</strong> g<strong>ra</strong>phical symbols of stars affixed to <strong>the</strong> establishment’s name, while <strong>the</strong> country’s government orindustry have not adopted official classification systems with star denotation or may be using a different g<strong>ra</strong>phicalsymbol (keys, crowns, etc.) which is less known internationally than <strong>the</strong> star system.- 89 -

IND.D.004.16 April 2004ANNEX (b)QUESTIONNAIREON THE CLASSIFICATION OF ACCOMMODATION ESTABLISHMENTS(HOTELS & SIMILAR ESTABLISHMENTS)To be completed by responsible officials of National Tourism Administ<strong>ra</strong>tions(NTAs) in collabo<strong>ra</strong>tion with <strong>the</strong>ir national hotel association(s).Country:Date of reply:Respondent (name, position):Address (postal, fax, e-mail):Documents attached:YES (specify)NOLegislation/regulationsattached:YES (specify)NOBefore completing <strong>the</strong> questionnaire it is highly recommended to carefullyread <strong>the</strong> notes which follow on page 2 as well as all <strong>the</strong> footnotes.- 90 -

IND.D.004.16 April 2004NOTESPurpose:The findings of this survey will contribute to <strong>the</strong> “<strong>joint</strong> IH&RA and WTO<strong>study</strong> on hotel classification” which follows on <strong>the</strong> recommendation of <strong>the</strong>WTO Quality Support Committee, <strong>the</strong> WTO work prog<strong>ra</strong>mme for 2002-2003and <strong>the</strong> Memo<strong>ra</strong>ndum of Understanding between <strong>the</strong> International Hotel &Restau<strong>ra</strong>nt Association (IH&RA) and <strong>the</strong> WTO Secretariat, in virtue ofwhich said <strong>study</strong> should be completed in 2002 32 .Object: The scope of <strong>the</strong> survey is limited to hotels and similar establishments 33(e.g., apartment hotels, motels, inns, etc. 34 ) irrespective of <strong>the</strong>ir location(urban, ru<strong>ra</strong>l, coastal, etc.). O<strong>the</strong>r types of accommodation facilities,irrespective of <strong>the</strong>ir denotation and regional interpretation (e.g., holidaycentres, holiday homes, youth hostels, holiday camps, camping andca<strong>ra</strong>vanning sites, time-share, etc.), are excluded from <strong>the</strong> survey.Definition: For <strong>the</strong> purpose of <strong>the</strong> survey, <strong>the</strong> term “classification of accommodationestablishments” denotes a system, duly published, in whichaccommodation establishments of <strong>the</strong> same type (e.g., hotels, motels, inns,etc.) have been conventionally broken down into classes, categories org<strong>ra</strong>des according to <strong>the</strong>ir common physical and service cha<strong>ra</strong>cteristics andestablished at government, industry or o<strong>the</strong>r private levels.Scopeof replies:In view of <strong>the</strong>ir national situation and <strong>the</strong> availability of information, NTArespondents may provide information on government classification (coveredby Part A of <strong>the</strong> survey) or non-governmental classification (Part B), or bothsystems (should such systems co-exist or are complementary), as well ason announced classification (Part C).Documents: The respondents’ efforts to provide simple and unequivocal answers,whe<strong>the</strong>r affirmative (yes, underline), non-affirmative (no) or factual (specify)will be appreciated. As a principle, <strong>the</strong>y are not requested to attachadditional supporting documents, unless <strong>the</strong> respondents feel that suchexisting documents (if possible, in English, French, Russian or Spanish)need to be sent to <strong>the</strong> WTO Secretariat to fur<strong>the</strong>r clarify <strong>the</strong>ir replies.With respect to national legislation and regulations governingaccommodation classification, which are normally requested and receivedby <strong>the</strong> WTO Documentation Centre on a regular basis, respondents arekindly requested to check on this situation and, when appropriate, use <strong>the</strong>opportunity of <strong>the</strong> survey to attach to <strong>the</strong>ir completed questionnaires <strong>the</strong>latest relevant regulatory instruments and/or indicate <strong>the</strong>ir country website32 WTO and IH&RA have agreed to undertake <strong>joint</strong>ly a <strong>study</strong> on hotel classification to include a status report onexisting hotel classification schemes and a compa<strong>ra</strong>tive analysis and interpretation of such schemes and <strong>the</strong>irfunctions.33 Such establishments provide services entered as number 63110.0 in <strong>the</strong> Cent<strong>ra</strong>l Product Classification(CPC) and coincide with “tourism cha<strong>ra</strong>cteristic activities” in <strong>the</strong> Tourism Satellite Account: RecommendedMethodological F<strong>ra</strong>mework.34 These terms are subject to debate and regional interpretation. At <strong>the</strong> European level, standardized terminology hasbeen adopted to this effect by CEN (European Committee for Standardization).- 91 -

IND.D.004.16 April 2004from which such instruments could be viewed and/or downloaded. This willallow <strong>the</strong> researchers to better investigate <strong>the</strong> classification criteria.Part A:Government 35 classification(to be completed when such classification exists)1. Application to facilities (tick <strong>the</strong> appropriate and specify):(a)Current classification in force applies to:YES NO All or specific types 36 Last date 37 G<strong>ra</strong>phical symbol 38Hotels /__/ /__/Apartment hotels /__/ /__/Motels /__/ /__/Inns /__/ /__/O<strong>the</strong>r (specify) 39(b) Additional comments, if any: 40 Cent<strong>ra</strong>l Executive Body2. Basis for cent<strong>ra</strong>l/local government authority and role in establishing classificationState Constitution /__/ /__/Tourism law /__/ /__/NTA competence /__/ /__/Agreement between governmentbodies concerned /__/ /__/Recommendation in a governmentadopted tourism development plan /__/ /__/YES NO Types of establishments concerned 4135 Cent<strong>ra</strong>l or local (regional, provincial, municipal, etc.) government.36 Specific application: for example, all hotels, urban hotels, ru<strong>ra</strong>l inns, etc. Don’t enter information on facilities notcovered by <strong>the</strong> survey (according to <strong>the</strong> note “Object” on page 2)37 Last date when currently valid classification was adopted or entered into force.38 Specify g<strong>ra</strong>phical symbols used to present classification, e.g., stars, crowns, keys, diamonds, etc.39 You may wish to quote o<strong>the</strong>r names used, including in your national language, for accommodation establishmentsconcerned.40 You may explain, for example, whe<strong>the</strong>r respective classification is established at cent<strong>ra</strong>l or local government level.41 For example, all hotels, urban hotels, ru<strong>ra</strong>l inns, etc.- 92 -

IND.D.004.16 April 2004O<strong>the</strong>r basis (specify)3. Rationale and use of government classificationYES NOTypes of establishmentsIs classification justifiedby consumer concerns? /__/ /__/Does it seek compatibilitywith <strong>the</strong> existence of classificationsystems in o<strong>the</strong>r countries? /__/ /__/Is it used to control accommodationtariffs within established classes? /__/ /__/Is it used as <strong>the</strong> basis for applyingdifferent taxes (e.g. VAT)? 42 /__/ /__/O<strong>the</strong>r <strong>ra</strong>tionale and use (specify)4. Classification authority/body deciding each classificationHotels/specific types:Apartment hotels/specific types:Motels/specific types: Inns/specific types:O<strong>the</strong>r (specify):5. Methods and bodies involved in devising and d<strong>ra</strong>fting classification(multiple answers are possible)Has <strong>the</strong> classification system in questionbeen prepared by: YES NO Types of establishmentsAn expert NTA/NTO official(s) /__/ /__/A team of NTA/NTO and o<strong>the</strong>rgovernment officials /__/ /__/A private national consultant /__/ /__/A private international consultant /__/ /__/42 Higher taxes, or higher <strong>ra</strong>tes of VAT may be applied to establishments assigned to a higher class due to <strong>the</strong>irperceived “luxury”.- 93 -

IND.D.004.16 April 2004An expert designated/recommendedby WTO/OMT /__/ /__/On <strong>the</strong> basis of ano<strong>the</strong>r country’sclassification system /__/ /__/By revising <strong>the</strong> previous system /__/ /__/In consultation with NationalHotel Association(s) /__/ /__/In consultation with Consumers’Association /__/ /__/Additional comments, if any:6. Applicability of classificationYES NOTypes of establishmentsIs it mandatory for all establishments? /__/ /__/Is it necessary to obtain license/permission/regist<strong>ra</strong>tion to ope<strong>ra</strong>te? /__/ /__/Can establishments ope<strong>ra</strong>te without beingclassified? /__/ /__/Additional comments, if any:7. Verification of compliance with classification system(a) Is verification performed by: YES NO Types of establishmentsCent<strong>ra</strong>l government inspectors /__/ /__/Local government inspectors /__/ /__/Hotel industry (second party)inspectors /__/ /__/Independent (third party)inspectors /__/ /__/O<strong>the</strong>r parties (specify)- 94 -

IND.D.004.16 April 2004(b) Mode of verification: YES NO Types of establishmentsAnnounced visits at fixed date /__/ /__/Mystery checks 43 /__/ /__/o<strong>the</strong>r methods (specify)(c) Cost of verification borne by: YES NO Types of establishmentsThe verifying authority /__/ /__/The hotel company concerned /__/ /__/Ano<strong>the</strong>r party (specify)(d) Periodicity of verification (underline) Types of establishmentsEvery yearEvery two yearsEvery three yearsO<strong>the</strong>r periodicity (specify)8. Plans to introduce new classification or revise current classification(specify)Part B: Non-governmental classification(to be completed if <strong>the</strong> NTA respondent is aware that such classification existsand/ or when <strong>the</strong>re is no government classification)1. Application to facilities (tick <strong>the</strong> appropriate and specify):(a)Current classification applies to:Hotels /__/ /__/Apartment hotels /__/ /__/Motels /__/ /__/YES NO All or specific types 44 Date 45 G<strong>ra</strong>phical symbol 4643 Anonymous visits by unidentified inspectors44Specific application: for example, all hotels, urban hotels, ru<strong>ra</strong>l inns, etc. Don’t enter information on facilities notcovered by <strong>the</strong> survey (according to <strong>the</strong> note “Object” on page 2).45Date of adoption/introduction of current systems46Specify g<strong>ra</strong>phical symbols used to present classification, e.g., stars, crowns, keys, diamonds, etc.- 95 -

IND.D.004.16 April 2004Inns /__/ /__/O<strong>the</strong>r (specify) 47(b) Additional comments, if any: 482. Basis for establishing non-governmental classification(multiple replies are possible)YES NOTypes of establishmentsconcerned 49Tourism law /__/ /__/Prerogative/declaredobjective of a nationalhotel association /__/ /__/Decision (ad hoc) of a national/hotel association(s) /__/ /__/Agreement betweenindependent hotels /__/ /__/Government recommendation /__/ /__/Recommendation in a tourismdevelopment plan implementedby industry /__/ /__/O<strong>the</strong>r (specify)3. Rationale and use of non-government classification(multiple responses are possible)YES NOTypes of establishmentsIs classification justified by:Consumer concerns? /__/ /__/47 You may wish to quote o<strong>the</strong>r names used, including in your national language, for accommodation establishmentsconcerned.48 You may explain, for example, whe<strong>the</strong>r respective classification is established at cent<strong>ra</strong>l or local level.49 For example, all hotels, urban hotels, ru<strong>ra</strong>l inns, etc.- 96 -

IND.D.004.16 April 2004Is it used to:Industry wish to bettercommunicate its offer? /__/ /__/Need to have a tool tomonitor <strong>the</strong> sectordevelopment? /__/ /__/O<strong>the</strong>r justification (specify)- Promote quality? /__/ /__/- Promote investments? /__/ /__/- O<strong>the</strong>r (specify)Is it used to monitor accommodationtariffs within established classes? /__/ /__/O<strong>the</strong>r use (specify)4. Classification authority/body deciding each classificationHotels/specific typesApartment hotels/specific typesMotels/specific typesInns/specific typesO<strong>the</strong>r (specify)5. Procedures and bodies involved in devising and d<strong>ra</strong>fting classification(multiple answers are possible)Has <strong>the</strong> classificationsystem in question beenprepared: YES NO Types of establishments- In consultation with Hotel Association? /__/ /__/- In consultation with Consumers’Association? /__/ /__/- In consultation with NTA/NTO? /__/ /__/- 97 -

IND.D.004.16 April 2004- In consultation with InternationalHotel Association? /__/ /__/- By a private national consultant? /__/ /__/- By a private international consultant? /__/ /__/- By a team of hotel industry and NTA/government/NTO experts? /__/ /__/- By an expert designated orrecommended by WTO/OMT? /__/ /__/On <strong>the</strong> basis of ano<strong>the</strong>rcountry’s classificationsystem /__/ /__/By revising <strong>the</strong> previoussystem /__/ /__/O<strong>the</strong>r procedures, bodies or instruments involved, e.g., Automobile Clubs, TouristGuides (books),Tour Ope<strong>ra</strong>tors, if any (specify):6. Applicability of existing non-governmental classificationYES NOTypes of establishmentsIs classification entirely voluntary? /__/ /__/Can classification be mandatory /__/ /__/(i.e. be a condition for membership ofa national hotel association)? (specify)Are all establishments covered? /__/ /__/Approximate percentage covered by classification:- of establishments (by type of establishments):- of room capacity (by type of establishments):Can all establishments apply to beclassified? /__/ /__/Application criteria, if any:7. Verification of compliance with classification system- 98 -

IND.D.004.16 April 2004(a)Is compliance withclassification criteriaverified by: YES NO Types of establishmentsHotel industry inspectors /__/ /__/(second party)Independent (third party) /__/ /__/inspectorsO<strong>the</strong>r parties, e.g. government inspectors(specify)(b)Is verification performed by:YES NOTypes of establishmentsAnnounced visitsat fixed date /__/ /__/Mystery checks 50 /__/ /__/O<strong>the</strong>r methods (specify)(c)Is verification performed at <strong>the</strong> cost of:YES NOTypes of establishmentsThe verifying authority /__/ /__/The hotel companyconcerned /__/ /__/Ano<strong>the</strong>r party (specify)(d) Periodicity of verification (underline) Types of establishmentEvery yearEvery two yearsEvery three years50 Anonymous visits by unidentified inspectors- 99 -

IND.D.004.16 April 2004O<strong>the</strong>r periodicity (specify)8. Plans to introduce new classification or revise current classification (specify)Part C:Official and versus de facto private classification(to be completed if <strong>the</strong> respondent is aware of <strong>the</strong> differences ordiscrepancies that exist between official classification and o<strong>the</strong>r privateclassification systems used in pa<strong>ra</strong>llel (see also <strong>the</strong> following Note andfootnote 20 below)NOTEIn some countries, private classification of accommodation establishments may beannounced in printed guides, t<strong>ra</strong>vel magazines or on <strong>the</strong> internet by consume<strong>ra</strong>ssociations, t<strong>ra</strong>vel clubs, t<strong>ra</strong>vel agencies, establishments’ owners and o<strong>the</strong>r publishersof such information, in conformity with official government or industry (non-governmental)classification systems or irrespective of <strong>the</strong> existence or non-existence of such systems,i.e., for whatever reason and according to individual criteria and research of <strong>the</strong>publishers of such information and upon <strong>the</strong>ir own responsibility 51 .Please elabo<strong>ra</strong>te whe<strong>the</strong>r this situation exists in your country.51 . For example, a hotel guide published in a given country or a web page covering a country or a localdestination may exhibit <strong>the</strong> g<strong>ra</strong>phical symbols of stars affixed to <strong>the</strong> establishment’s name, while <strong>the</strong>country’s government or industry have not adopted official classification systems with star denotation ormay be using a different g<strong>ra</strong>phical symbol (keys, crowns, etc.) which is less known internationally than <strong>the</strong>star system.- 100 -

IND.D.004.16 April 2004ANNEX (c)QUESTIONNAIRESUR LE CLASSEMENT DES ÉTABLISSEMENTS D’HÉBERGEMENT(HÔTELS ET ÉTABLISSEMENTS PARAHÔTELIERS)À remplir par le fonctionnaire compétent de l’Administ<strong>ra</strong>tion nationale du tourisme(ANT) avec le concours de la (des) association(s) nationale(s) de l’hôtellerie.Pays :Date de la réponse :Fonctionnaire répondant au questionnaire (nom, poste) :Adresse (adresse postale, télécopieur, courriel) :Documents <strong>joint</strong>s :OUI (préciser lesquels)NONTextes législatifs et/ou réglementaires en annexes :OUI (préciser lesquels)NONAvant de remplir le présent questionnaire, il est vivement recommandé delire attentivement les notes de la page 2 ainsi que toutes les notes en bas de page.- 101 -

IND.D.004.16 April 2004NOTESObjet :Champ :Les résultats de la présente enquête serviront à l’« étude commune del’IH&RA et de l’OMT sur le classement des hôtels » faite conformément à larecommandation du Comité d’appui à la qualité de l’OMT, au prog<strong>ra</strong>mmede t<strong>ra</strong>vail de l’OMT pour la période 2002-2003 et au mémo<strong>ra</strong>ndum d’accordentre l’Association internationale de l’hôtellerie et de la restau<strong>ra</strong>tion(IH&RA) et le Secrétariat de l’OMT, en vertu duquel ladite étude dev<strong>ra</strong>it êtreachevée en 2002. 52Le champ de l’enquête est limité aux hôtels et établissementspa<strong>ra</strong>hôteliers 53 (résidences hôtelières, motels, auberges, etc. 54 )indépendamment de leur situation (en ville, à la campagne, sur la côte,etc.). Les autres types d’installations d’hébergement, quelles que soientleur appellation et leur interprétation régionale (centres de vacances,résidences secondaires, auberges de jeunesse, camps ou colonies devacances, ter<strong>ra</strong>ins de camping et de ca<strong>ra</strong>vanage, multipropriété, etc.), ensont exclus.Définition : Aux fins de la présente enquête, l’expression « classement desétablissements d’hébergement » s’applique à un système, mis en place parl’État ou tout ou partie du secteur privé, où les établissementsd’hébergement d’un même type (hôtels, motels, auberges, etc.) sont parconvention répartis en classes ou catégories en fonction de leursca<strong>ra</strong>ctéristiques communes quant aux équipements et aux services.Portée desréponses : Selon la situation dans son pays et la disponibilité des renseignements, lefonctionnaire compétent de l’ANT répond<strong>ra</strong> aux questions concernant leclassement de l’État (partie A de l’enquête) ou le classement du secteurprivé (partie B) ou encore les deux systèmes (s’ils coexistent ou qu’ils sontcomplémentaires), ainsi qu’aux questions concernant le classement defacto (partie C).Documents : Le fonctionnaire compétent est prié de s’efforcer de donner desréponses simples et sans équivoque, qu’elles soient affirmatives (oui,soulignement), négatives (non) ou concrètes (précisions). En principe, iln’est pas demandé aux personnes répondant à ce questionnaire d’y joindredes documents à l’appui de leurs réponses, à moins que pour clarifier cesdernières, elles n’estiment nécessaire de les envoyer au Secrétariat del’OMT (si possible, en anglais, en espagnol, en f<strong>ra</strong>nçais ou en russe).52 L’OMT et l’IH&RA ont convenu d’entreprendre ensemble une étude sur le classement des hôtels comprenant un <strong>ra</strong>pport desynthèse sur les systèmes existants de classement des hôtels ainsi qu’une analyse et une interprétation compa<strong>ra</strong>tives de cessystèmes et de leurs fonctions.53 Ces établissements offrent les services portant le numéro de référence 63110.0 dans la Classification cent<strong>ra</strong>le de produits(CCP) et font partie des « activités ca<strong>ra</strong>ctéristiques du tourisme » définies dans la publication Compte satellite du tourisme :recommandations concernant le cadre conceptuel.54 Ces termes sont sujets à discussion et à interprétation régionale. À l’échelon européen, ils ont été uniformisés par le Comitéeuropéen de normalisation (CEN).- 102 -

IND.D.004.16 April 2004Pour ce qui est des textes législatifs et réglementaires nationaux régissantle classement des établissements d’hébergement, que normalement leCentre de documentation de l’OMT demande et reçoit à intervallesréguliers, les personnes répondant au questionnaire sont priées de bienvouloir vérifier la situation et de profiter, au besoin, de l’occasion de cetteenquête pour annexer au questionnaire dûment rempli les derniersinstruments pertinents et/ou pour indiquer le site de leur pays sur la Toilepermettant de les consulter et/ou de les télécharger, ce qui permett<strong>ra</strong> auxauteurs de l’étude d’examiner plus à fond les critères de classement.Partie A.- Classement de l’État 55(à remplir en cas d’existence de ce classement)1. Champ d’application aux installations (cocher la réponse voulue et préciser)a) Le classement actuellement en vigueur s’applique auxHôtels /__/ /__/Résidenceshôtelières /__/ /__/Motels /__/ /__/Auberges /__/ /__/Autres (préciser) 59OUI NON Tous ou certains types 56 Date 57 Symbole g<strong>ra</strong>phique 58b) Remarques supplémentaires s’il y a lieu : 602. Fondement de la compétence et du rôle de l’administ<strong>ra</strong>tion cent<strong>ra</strong>le ou locale ence qui concerne l’établissement de ce classementOUI NON Types d’établissements concernés 6155 Administ<strong>ra</strong>tion cent<strong>ra</strong>le ou locale (régionale, provinciale, municipale, etc.)56 Application particulière : par exemple, tous les hôtels, les hôtels situés en ville, les auberges de campagne, etc. Ne pas donnerde réponses concernant les équipements échappant au champ de l’enquête (cf. « Champ », page 2).57 Date d’adoption ou d’entrée en vigueur du classement s’appliquant à l’heure actuelle58 Préciser le symbole g<strong>ra</strong>phique utilisé pour le classement. Ex. : étoiles, couronnes, clés, diamants ou losanges, etc.59 Il se peut que vous souhaitiez indiquer d’autres noms en usage pour les établissements d’hébergement concernés, y comprisdans votre langue nationale.60 Vous pouvez indiquer ici, par exemple, si le classement en question a été établi au niveau de l’administ<strong>ra</strong>tion cent<strong>ra</strong>le oulocale.- 103 -

IND.D.004.16 April 2004Constitution /__/ /__/Loi sur le tourisme /__/ /__/Compétence de l’ANT /__/ /__/Accord entre les organismespublics concernés /__/ /__/Recommandation d’un plan dedéveloppement du tourismeadopté par le gouvernement /__/ /__/Autre fondement (préciser)3. Raison d’être et usage du classement de l’ÉtatOUINON Types d’établissementsLes préoccupations des consommateursjustifient-elles l’existencede ce classement ? /__/ /__/Vise-t-il à être compatible avecles systèmes de classementexistant dans d’autres pays ? /__/ /__/Sert-il à contrôler les tarifs des différentescatégories d’hébergement ? /__/ /__/Sert-il de base pour l’application dedifférentes taxes (par ex. la TVA)? 62 /__/ /__/Autre <strong>ra</strong>ison d’être et autre usage (préciser)4. Autorité/organisme décidant de chaque classementHôtels – types déterminés :Résidences hôtelières – types déterminés :61 Par exemple, tous les hôtels, les hôtels situés en ville, les auberges de campagne, etc.62 Des taxes ou des taux de TVA plus élevés peuvent s’appliquer aux établissements classés dans une catégorie supérieureparce qu’ils sont perçus comme des établissements de luxe.- 104 -

IND.D.004.16 April 2004Motels – types déterminés :Auberges – types déterminés :Autres (préciser)5. Méthodes et organismes intervenant dans la conception et la mise au point duclassement(Les réponses multiples sont possibles.)Le classement en question a-t-il été élaboréOUINON Types d’établissementspar un ou des spécialistes fonctionnairesde l’ANT/ONT ? /__/ /__/par une équipe de l’ANT/ONT etd’autres fonctionnaires ? /__/ /__/par un consultant nationaldu secteur privé ? /__/ /__/par un consultant internationaldu secteur privé ? /__/ /__/par un spécialiste désigné ourecommandé par l’OMT ? /__/ /__/sur la base du classementd’un autre pays ? /__/ /__/en révisant le classement précédent ? /__//__/en consultant la/les association(s)nationale(s) de l’hôtellerie ? /__/ /__/en consultant des associationsde consommateurs ? /__/ /__/Remarques supplémentaires s’il y a lieu :6. Applicabilité du classementOUINON Types d’établissementsEst-il obligatoire pour tous les- 105 -

IND.D.004.16 April 2004établissements ? /__/ /__/L’exploitation de l’établissement supposet-ellel’obtention d’une licence ou d’uneautorisation ou un enregistrement ? /__/ /__/Les établissements peuvent-ils fonctionnersans être classés ? /__/ /__/Remarques supplémentaires s’il y a lieu :7. Vérification du respect du classementa) La vérification est-elle effectuée parOUINON Types d’établissementsdes inspecteurs de l’administ<strong>ra</strong>tion cent<strong>ra</strong>le ? /__/ /__/des inspecteurs de l’administ<strong>ra</strong>tion locale ? /__/ /__/des inspecteurs du secteur hôtelier(partie prenante) ? /__/ /__/des inspecteurs indépendants (tiers) ? /__/ /__/d’autres parties (préciser)b) Mode de vérification :OUINON Types d’établissementsvisites annoncées à date fixe /__/ /__/contrôles surprises 63 /__/ /__/autres méthodes (préciser)c) Coût de la vérification supporté par :OUINON Types d’établissementsl’autorité de vérification /__/ /__/l’entreprise hôtelière concernée /__/ /__/une autre partie (préciser)63 Visites anonymes d’inspecteurs en civil- 106 -

IND.D.004.16 April 2004d) Périodicité de la vérification (souligner) Types d’établissementstous les anstous les deux anstous les trois ansautre périodicité (préciser)9. Projet d’adoption d’un nouveau classement ou de révision du classement actuel(préciser)Partie B.- Classement du secteur privé(à remplir si le fonctionnaire de l’ANT répondant au questionnaire connaîtl’existence d’un classement de ce genre et/ou s’il n’existe pas de classementde l’État)1. Champ d’application aux installations (cocher la réponse voulue et préciser)a) Le classement actuellement en vigueur s’applique aux :Hôtels /__/ /__/Résidenceshôtelières /__/ /__/Motels /__/ /__/Auberges /__/ /__/Autres (préciser) 67OUI NON Tous ou certains types 64 Date 65 Symbole g<strong>ra</strong>phique 66b) Remarques supplémentaires s’il y a lieu : 6864 Application particulière : par exemple, tous les hôtels, les hôtels situés en ville, les auberges de campagne, etc. Ne pas donnerde réponses concernant les équipements échappant au champ de l’enquête (cf. « Champ », page 2).65 Date d’adoption ou d’entrée en vigueur du système actuel66 Préciser le symbole g<strong>ra</strong>phique utilisé pour le classement. Ex. : étoiles, couronnes, clés, diamants ou losanges, etc.67 Il se peut que vous souhaitiez indiquer d’autres noms en usage pour les établissements d’hébergement concernés, y comprisdans votre langue nationale.68 Vous pouvez indiquer ici, par exemple, si le classement en question a été établi au niveau national ou local.- 107 -

IND.D.004.16 April 20044. Fondement de l’établissement du classement du secteur privé(Les réponses multiples sont possibles.)Loi sur le tourisme /__/ /__/Prérogative/objectifdéclaré d’une associationnationale de l’hôtellerie /__/ /__/Décision (spéciale) d’une/desassociation(s) nationale(s)de l’hôtellerie /__/ /__/Accord entre hôtels indépendants /__/ /__/Recommandationdes pouvoirs publics /__/ /__/Recommandation d’un plan dedéveloppement du tourismeappliqué par le secteur /__/ /__/Autre (préciser)OUI NON Types d’établissements concernés 695. Raison d’être et usage du classement du secteur privé(Les réponses multiples sont possibles.)OUINON Types d’établissementsQu’est-ce qui justifie l’existencede ce classement ?• les préoccupations des consommateurs /__/ /__/• la volonté du secteur que son offre soitl’objet d’une meilleure communication /__/ /__/• le besoin d’un instrument de surveillancedu développement du secteur /__/ /__/• autre justification (préciser)69 Par exemple, tous les hôtels, les hôtels situés en ville, les auberges de campagne, etc.- 108 -

IND.D.004.16 April 2004Ce classement sert-il à- promouvoir la qualité ? /__/ /__/- promouvoir les investissements ? /__/ /__/- autre chose ? (préciser)Sert-il à contrôler les tarifs des différentescatégories d’hébergement ? /__/ /__/Autre <strong>ra</strong>ison d’être et autre usage (préciser)4. Autorité/organisme décidant de chaque classementHôtels – types déterminés :Résidences hôtelières – types déterminés :Motels – types déterminés :Auberges – types déterminés :Autres (préciser)5. Méthodes et organismes intervenant dans la conception et la mise au point duclassement(Les réponses multiples sont possibles.)Le classement en question a-t-il été élaboréOUINON Types d’établissements- en consultant une associationnationale de l’hôtellerie ? /__/ /__/- en consultant des associationsde consommateurs ? /__/ /__/- en consultant l’ANT/ONT ? /__/ /__/- en consultant une associationinternationale de l’hôtellerie ? /__/ /__/- 109 -

IND.D.004.16 April 2004- par un consultant nationaldu secteur privé ? /__/ /__/- par un consultant internationaldu secteur privé ? /__/ /__/- par une équipe de spécialistes dusecteur hôtelier et de l’ANT/ONT ? /__/ /__/- par un spécialiste désigné ourecommandé par l’OMT ? /__/ /__/- sur la base du classementd’un autre pays ? /__/ /__/- en révisant le classement précédent ? /__/ /__/- en recou<strong>ra</strong>nt à d’autres méthodes, organismes ou instruments ? Par exemplel’Automobile Club, des guides touristiques (ouv<strong>ra</strong>ges), des voyagistes (préciser)6. Applicabilité du classement existant du secteur privéOUINON Types d’établissementsCe classement est-il entièrementvolontaire ? /__/ /__/Ce classement peut-il être obligatoire ? /__/ /__/(autrement dit, conditionner l’appartenanceà une association nationale de l’hôtellerie) (préciser)Englobe-t-il tous les établissements ? /__/ /__/Pourcentage approximatif d’établissements (par type) qu’englobe ce classement :Pourcentage approximatif du nombre de chambres (par type d’établissements)qu’englobe ce classement :Tous les établissements peuvent-ilsdemander leur classement ? /__/ /__/- 110 -

IND.D.004.16 April 2004Critères de candidature s’il y en a :7. Vérification du respect du classementa) Le respect des critères de classement est-il vérifié parOUINON Types d’établissementsdes inspecteurs du secteurhôtelier (partie prenante) ? /__/ /__/des inspecteurs indépendants(tiers) ? /__/ /__/d’autres parties, par ex. des inspecteurs de l’État ? (préciser)b) Quelle est la méthode de vérification ?OUINON Types d’établissementsdes visites annoncéesà date fixe /__/ /__/des contrôles surprises 70 /__/ /__/d’autres méthodes (préciser)c) Qui en supporte le coût ?OUINON Types d’établissementsl’autorité de vérification /__/ /__/l’entreprise hôtelière concernée /__/ /__/une autre partie (préciser)d) Périodicité de la vérification (souligner) Types d’établissementstous les ans70 Visites anonymes d’inspecteurs en civil- 111 -

IND.D.004.16 April 2004tous les deux anstous les trois ansautre périodicité (préciser)8. Projet d’adoption d’un nouveau classement ou de révision du classement actuel(préciser)Partie C.- Classement de facto du secteur privé(à remplir si le fonctionnaire répondant au questionnaire connaît lesdifférences ou les divergences existant entre le classement officiel et d’autresclassements du secteur privé utilisés pa<strong>ra</strong>llèlement ; à ce sujet, voir la note cidessouset la note 20 en bas de page)NOTEDans certains pays, un classement de facto des établissements d’hébergementpeut être utilisé dans des guides, des revues de voyage ou sur l’internet par desassociations de consommateurs, des clubs de voyage, des agences de voyages, despropriétaires d’établissements et autres diffuseurs d’informations dans ce domaine,conformément aux classements officiels de l’État ou des professionnels (en dehors dusecteur public) ou indépendamment de l’existence ou non de tels classements, c.-à-d.pour une <strong>ra</strong>ison quelconque et selon les critères et les études de chacun des diffuseursde ces informations qui en assument seuls la responsabilité. 71Si cette situation existe dans votre pays, prière de l’expliquer en détail.71 Par exemple, un guide d’hôtels publié dans un pays donné ou un site de la Toile concernant un pays ou une destination localepeut accoler des étoiles aux noms des établissements alors que ni les pouvoirs publics ni le secteur hôtelier n’ont adopté declassement officiel avec des étoiles ou utiliser un autre symbole g<strong>ra</strong>phique (clés, couronnes, etc.) moins connu que les étoilesau niveau international.- 112 -

IND.D.004.16 April 2004ANNEX (d)CUESTIONARIOSOBRE LA CLASIFICACIÓN DE LOSESTABLECIMIENTOS DE ALOJAMIENTO(HOTELES Y ESTABLECIMIENTOS SIMILARES)Debe ser cumplimentado por los funcionarios responsables de lasAdminist<strong>ra</strong>ciones Nacionales de Turismo (NTA) en colabo<strong>ra</strong>ción con la o lasasociaciones nacionales de hoteles.País:Fecha de la respuesta:Encuestado (nombre, cargo):Dirección (postal, fax, correo e):Documentos adjuntos: SÍ (especificar)NOLegislación/reglamentación adjunta: SÍ (especificar)NOAntes de cumplimentar el cuestionario se recomienda encarecidamente leercon detenimiento las notas que figu<strong>ra</strong>n a continuación en la página 2 y las notasde pie de página.- 113 -

IND.D.004.16 April 2004NOTASFinalidad: Los resultados de esta encuesta contribuirán al “estudio conjunto de laOMT y la IH&RA sobre clasificación de hoteles” en cumplimiento de larecomendación del Comité de Apoyo a la Calidad de la OMT, del prog<strong>ra</strong>made t<strong>ra</strong>bajo de la OMT pa<strong>ra</strong> 2002-2003 y del Memorándum deEntendimiento entre International Hotel & Restau<strong>ra</strong>nt Association (IH&RA)y la Secretaría de la OMT, en virtud del cual este estudio deberíaterminarse pa<strong>ra</strong> 2002 72 .Objeto:El ámbito de aplicación de la encuesta está limitado a hoteles yestablecimientos similares 73 (por ejemplo, apartotel, moteles, hostales,etc. 74 ) independientemente de su ubicación (zona urbana, ru<strong>ra</strong>l, coste<strong>ra</strong>,etc.). Las demás clases de instalaciones destinadas al alojamiento,prescindiendo de cómo se las considere o de cuál sea su interpretación aescala regional (por ejemplo, centros turísticos, casas de ve<strong>ra</strong>neo,albergues juveniles, campamentos de vacaciones, camping pa<strong>ra</strong> acampary pa<strong>ra</strong> ca<strong>ra</strong>vanas, tiempo compartido, etc.) están excluidas de la encuesta.Definición: A efectos de la encuesta, la expresión “clasificación de losestablecimientos de alojamiento” se refiere a un sistema, al que se hadado debida publicidad, en el que los establecimientos de alojamiento deun mismo tipo (por ejemplo, hoteles, moteles, hostales, etc.) se handesglosado por clase, categoría o nivel de acuerdo con sus ca<strong>ra</strong>cterísticascomunes materiales y de servicios, y que fue establecido a nivelgubernamental, privado o del sector.Alcance de las Según su situación nacional y la disponibilidad de información, losRespuestas:encuestados de las NTA pueden proporcionar información sobre laclasificación gubernamental (que figu<strong>ra</strong> en la Parte A de la encuesta) o laclasificación no gubernamental (Parte B), o ambos sistemas (en caso deque estos sistemas coexistan o sean complementarios), así como sobre laclasificación anunciada (Parte C).Documentos: Se ag<strong>ra</strong>decerá a los encuestados que hagan todo lo posible porproporcionar respuestas simples e inequívocas, ya sea afirmativas (SÍ,sub<strong>ra</strong>yar), no afirmativas (no) o documentadas (especificar). En principio,no se les solicita que adjunten más documentos complementarios, salvoque los encuestados consideren que esos documentos (si fue<strong>ra</strong> posible,que estén en inglés, f<strong>ra</strong>ncés, ruso o español) deben ser enviados a laSecretaría de la OMT pa<strong>ra</strong> acla<strong>ra</strong>r mejor sus respuestas.72 La OMT y la IH&RA han convenido en prepa<strong>ra</strong>r conjuntamente un estudio sobre clasificación de hoteles quecontenga un informe de situación sobre los sistemas de clasificación de hoteles vigentes y la interpretación y elanálisis compa<strong>ra</strong>tivos de esos sistemas y sus funciones.73 Los servicios que prestan estos establecimientos están comprendidos en el número 63110.0 de la ClasificaciónCent<strong>ra</strong>l de Productos (CPC) y coinciden con las “actividades ca<strong>ra</strong>cterísticas del turismo” de la Cuenta Satélite deTurismo: marco metodológico recomendado.74 Estos términos están sujetos al debate y a la interpretación regional. En Europa, el CEN (Comité Europeo deNormalización) adoptó una terminología normalizada a tal efecto.- 114 -

IND.D.004.16 April 2004En lo concerniente a la legislación y reglamentación nacionales que rigenla clasificación de los establecimientos de alojamiento, que gene<strong>ra</strong>lmenteel Centro de Documentación de la OMT solicita y recibe de formaperiódica, se ruega a los encuestados que controlen si es así y, si procede,aprovechen la oportunidad de esta encuesta pa<strong>ra</strong> adjuntar a loscuestionarios cumplimentados los últimos instrumentos de reglamentaciónpertinentes e indicar la página web de su país donde pueden consultarse uobtenerse, lo que permitirá a los investigadores estudiar mejor los criteriosde clasificación.Parte A: Clasificación gubernamental 75(será cumplimentada si existe esta clasificación)1. Servicios a los que se aplica (señalar lo que proceda y especificar):a) La clasificación actual en vigor se aplica a:Hoteles /__/ /__/Apartotel /__/ /__/Moteles /__/ /__/Hostales /__/ /__/Otros (especificar) 79SÍ NO Todo los tipos o determinados tipos 76 Última fecha 77 Símbolográfico 78b) Más observaciones, si las hubie<strong>ra</strong>: 802. Bases utilizadas por la autoridad gubernamental local o cent<strong>ra</strong>l y su papel en elestablecimiento de la clasificaciónConstitución del país /__/ /__/SÍ NO Tipos de establecimiento interesados 8175 Gobierno cent<strong>ra</strong>l o local (regional, provincial, municipal, etc.).76Se aplica específicamente a: por ejemplo, todos los hoteles, los hoteles de zonas urbanas, los hostales de zonasru<strong>ra</strong>les, etc. No registre información sobre servicios que no estén comprendidos en la encuesta (según la notaObjeto que figu<strong>ra</strong> más arriba).77 La última fecha en que se adoptó o entró en vigor la clasificación válida actualmente.78 Exponga los símbolos gráficos utilizados en la presente clasificación, por ejemplo: estrellas, coronas, llaves,diamantes, etc.79 Tal vez usted desee citar otros nombres utilizados, incluidos los que estén en el idioma de su país, pa<strong>ra</strong> losestablecimientos de alojamiento de que se t<strong>ra</strong>ta.80 Tal vez pueda exponer, por ejemplo, si la clasificación se estableció a nivel de gobierno local o cent<strong>ra</strong>l.81 Por ejemplo, todos los hoteles, los hoteles de zonas urbanas, los hostales de zonas ru<strong>ra</strong>les, etc.- 115 -

IND.D.004.16 April 2004Legislación relativa al turismo /__/ /__/Competencia de las NTA /__/ /__/Acuerdos entre los organismosgubernamentales pertinentes /__/ /__/Recomendación contenida en unplan de desarrollo del turismoadoptado por el gobierno /__/ /__/Ot<strong>ra</strong>s bases (especificar)3. Criterios y usos de la clasificación del gobierno¿Está la clasificación justificadapor los intereses del consumidor? /__/ /__/¿Intenta que sea compatible conlos sistemas de clasificaciónvigentes en otros países? /__/ /__/¿Se utiliza pa<strong>ra</strong> verificar quelas tarifas de alojamientoestén dentro de categoríasestablecidas? /__/ /__/¿Se usa como base pa<strong>ra</strong> aplicardiferentes impuestos(por ejemplo el IVA)? 82 /__/ /__/Otros criterios y usos (especificar)SÍ NO Tipos de establecimiento4. Autoridad u organismo de clasificación que decide cada clasificaciónHoteles/definir las clases:Apartotel/definir las clases:Moteles/definir las clases:Hostales/definir las clases:82 Podrían aplicarse impuestos más elevados o mayores tasas de IVA a los establecimientos clasificados en unacategoría más alta debido al “lujo” observado.- 116 -

IND.D.004.16 April 2004Otros (especificar):5. Métodos y organismos implicados en la elabo<strong>ra</strong>ción y el establecimiento de laclasificación (puede haber múltiples respuestas)El sistema de clasificación en cuestiónfue prepa<strong>ra</strong>do: SÍ NO Tipos de establecimientoPor uno o varios funcionariosexpertos de NTA/NTO /__/ /__/Por un equipo de NTA/NTO y otrosfuncionarios gubernamentales /__/ /__/Por un consultor privado del país /__/ /__/Por un consultor privado internacional /__//__/Por un experto nomb<strong>ra</strong>do orecomendado por la OMT /__/ /__/Tomando como base el sistema declasificación de otro país /__/ /__/Revisando el sistema anterior /__/ /__/En consulta con la o las AsociacionesNacionales de Hoteles /__/ /__/En consulta con la Asociaciónde Consumidores /__/ /__/Ot<strong>ra</strong>s observaciones, si las hubiese:6. Aplicabilidad de la clasificación¿Es obligatoria pa<strong>ra</strong> todos losestablecimientos? /__/ /__/¿Es necesario obtener una licencia,un permiso o un registro pa<strong>ra</strong> funcionar? /__/ /__/¿Pueden los establecimientos funcionarsi no están clasificados? /__/ /__/SÍ NO Tipos de establecimiento- 117 -

IND.D.004.16 April 2004Ot<strong>ra</strong>s observaciones, si las hubiese:7. Verificación del cumplimiento del sistema de clasificación(a)La verificación es realizada por:SÍ NO Tipos de establecimientoInspectores del gobierno cent<strong>ra</strong>l /__/ /__/Inspectores del gobierno local /__/ /__/Inspectores del sectorde la hostelería (parte segunda) /__/ /__/Inspectores independientes(terceros) /__/ /__/Ot<strong>ra</strong>s partes (especificar)b) Forma de verificación: SÍ NO Tipos de establecimientoVisitas anunciadas con fecha fija /__/ /__/Controles sorpresa 83 /__/ /__/Otros métodos (especificar)c) El costo de la verificación correa cargo de: SÍ NO Tipos de establecimientoLa autoridad verificado<strong>ra</strong> /__/ /__/La empresa hotele<strong>ra</strong> interesada/__/ /__/Ot<strong>ra</strong> parte (especificar)d) Periodicidad de la verificación (sub<strong>ra</strong>yar) Tipos de establecimientoCada añoCada dos añosCada tres añosOt<strong>ra</strong> periodicidad (especificar)83 Visitas anónimas realizadas por inspectores no identificados.- 118 -

IND.D.004.16 April 200410. Planes pa<strong>ra</strong> establecer una nueva clasificación o revisar la actual(especificar)Parte B: Clasificación no gubernamental(será cumplimentada si el encuestado de la NTA tiene constancia de que esaclasificación existe o cuando no haya una clasificación gubernamental)1. Servicios a los que se aplica (señalar lo que proceda y especificar):a) La clasificación actual en vigor se aplica a:Hoteles /__/ /__/Apartamentos hoteles /__/ /__/Moteles /__/ /__/Hostales /__/ /__/Otros (especificar) 87SÍ NO Todo los tipos o determinados tipos 84 Fecha 85 Símbolográfico 86b) Más observaciones, si las hubie<strong>ra</strong>: 886. Bases pa<strong>ra</strong> establecer una clasificación no gubernamental(puede haber múltiples respuestas)Legislación relativa al turismo /__/ /__/Prerrogativa/objetivo decla<strong>ra</strong>dode la asociación nacionalde hoteles /__/ /__/SÍ NO Tipos de establecimiento interesados 8984Se aplica específicamente a: por ejemplo, todos los hoteles, los hoteles de zonas urbanas, los hostales de zonasru<strong>ra</strong>les, etc. No registre información sobre servicios que no estén comprendidos en la encuesta (según la notaObjeto que figu<strong>ra</strong> más arriba).85 Fecha de adopción o establecimiento de los sistemas actuales.86 Exponga los símbolos gráficos utilizados en la presente clasificación, por ejemplo: estrellas, coronas, llaves,diamantes, etc.87 Tal vez usted desee citar otros nombres utilizados, incluidos los que estén en el idioma de su país, pa<strong>ra</strong> losestablecimientos de alojamiento de que se t<strong>ra</strong>ta.88 Tal vez pueda exponer, por ejemplo, si la clasificación se estableció a nivel local o cent<strong>ra</strong>l.89 Por ejemplo, todos los hoteles, los hoteles de zonas urbanas, los hostales de zonas ru<strong>ra</strong>les, etc.- 119 -

IND.D.004.16 April 2004Decisión (especial) de la o lasasociaciones nacionales dehoteles /__/ /__/Acuerdo entre hotelesindependientes /__/ /__/Recomendación del gobierno /__/ /__/Recomendación contenida en unplan de desarrollo del turismollevado a cabo por el sector /__/ /__/Ot<strong>ra</strong>s (especificar)7. Criterios y usos de la clasificación no gubernamental(puede haber múltiples respuestas)¿Está la clasificación justificada por:los intereses del consumidor? /__/ /__/el deseo del sector de da<strong>ra</strong> conocer mejor su oferta? /__/ /__/la necesidad de disponer deun instrumento pa<strong>ra</strong> supervisarel desarrollo del sector? /__/ /__/ot<strong>ra</strong>s justificaciones (especificar)Se utiliza pa<strong>ra</strong>:- ¿promover la calidad? /__/ /__/- ¿promover las inversiones? /__/ /__/- otros motivos (especificar)¿Se utiliza pa<strong>ra</strong> verificar quelas tarifas de alojamientoestén dentro de categoríasestablecidas? /__/ /__/Otros usos (especificar)SÍ NO Tipos de establecimiento- 120 -

IND.D.004.16 April 20044. Autoridad u organismo de clasificación que decide cada clasificaciónHoteles/definir las clases:Apartotel/definir las clases:Moteles/definir las clases:Hostales/definir las clases:Otros (especificar):5. Procedimientos y organismos implicados en la elabo<strong>ra</strong>ción y el establecimiento dela clasificación (puede haber múltiples respuestas)¿Fue el sistema de clasificación de que se t<strong>ra</strong>ta prepa<strong>ra</strong>do:- en consulta con la Asociación dehoteles? /__/ /__/- en consulta con la Asociación deconsumidores? /__/ /__/- en consulta con NTA/NTO? /__/ /__/- en consulta con la Asociacióninternacional de Hoteles? /__/ /__/- por un consultor privado del país? /__/ /__/- por un consultor privado internacional? /__/ /__/- por un equipo del sector de lahostelería y por expertos deNTA/gobiernos/NTO? /__/ /__/- por un experto nomb<strong>ra</strong>do orecomendado por la OMT? /__/ /__/Tomando como base elsistema de clasificaciónde otro país /__/ /__/Revisando el sistemaanterior /__/ /__/SÍ NO Tipos de establecimiento- 121 -

IND.D.004.16 April 2004Otros procedimientos, organismos o instrumentos que intervienen, por ejemplo,los Automóvil Clubes, las Guías de Turismo (libros), los organizadores de viajesturísticos, si los hubie<strong>ra</strong> (especificar):6. Aplicabilidad de la clasificación no gubernamental vigente¿Es la clasificación totalmente voluntaria? /__/ /__/¿Puede la clasificación ser obligatoria /__/ /__/(por ejemplo, ser un requisito pa<strong>ra</strong> sermiembro de una asociación nacionalde hoteles)? (especificar)SÍ NO Tipos de establecimiento¿Abarca a todos los establecimientos?/__/ /__/Porcentaje aproximado incluido en la clasificación:- de establecimientos (por tipo de establecimiento):- capacidad de alojamiento (por tipo de establecimiento):¿Pueden todos los establecimientossolicitar su clasificación? /__/ /__/Criterios pa<strong>ra</strong> la solicitud, si los hubie<strong>ra</strong>:7. Verificación del cumplimiento del sistema de clasificacióna) El cumplimiento de loscriterios de clasificaciónes verificado por:inspectores del sector dela hostelería(parte segunda) /__/ /__/inspectores independientes /__/ /__/(terceros)SÍ NO Tipos de establecimientoot<strong>ra</strong>s partes, por ejemplo inspectores del gobierno(especificar)b) La verificación es realizada mediante:- 122 -

IND.D.004.16 April 2004visitas anunciadascon fecha fija /__/ /__/controles sorpresa 90 /__/ /__/otros métodos (especificar)SÍ NO Tipos de establecimientoc) El costo de la verificación corre a cargo de:la autoridad verificado<strong>ra</strong> /__/ /__/la empresa hotele<strong>ra</strong>interesada /__/ /__/SÍ NO Tipos de establecimientoot<strong>ra</strong> parte (especificar)d) Periodicidad de la verificación (sub<strong>ra</strong>yar) Tipos de establecimientocada añocada dos añoscada tres añosot<strong>ra</strong> periodicidad (especificar)8. Planes pa<strong>ra</strong> establecer una nueva clasificación o revisar la actual (especificar)Parte C:Clasificación oficial y clasificación privada de facto(será cumplimentada si el encuestado tiene constancia de que existendiferencias o discrepancias entre la clasificación oficial y otros sistemas declasificación privados utilizados simultáneamente (véase también lasiguiente nota y la nota de pie de página 20 que figu<strong>ra</strong> más abajo)90 Visitas anónimas realizadas por inspectores no identificados.- 123 -

IND.D.004.16 April 2004NOTAEn algunos países la clasificación privada de los establecimientos de alojamientoes publicada en guías impresas, revistas de viajes o en Internet por asociaciones deconsumidores, clubes de viajes, agencias de viajes, propietarios de establecimientos yotros editores de esa información, conforme a los sistemas de clasificacióngubernamentales oficiales o a los del sector (no gubernamentales), oindependientemente de que existan esos sistemas, por ejemplo, por cualquier otromotivo y de acuerdo con criterios y estudios particulares de los editores de esainformación y bajo su propia responsabilidad 91 .Sírvase exponer con detalle si esta situación existe en su país.91 Por ejemplo, una guía de hoteles publicada en un determinado país o en una página Web que abarca un país o undestino local podría exhibir el símbolo gráfico de estrellas al lado del nombre del establecimiento, aunque el gobiernoo el sector del país no haya adoptado las estrellas en los sistemas de clasificación oficiales o tal vez utilice un símbolográfico diferente (llaves, coronas, etc.), que sea menos conocido a escala internacional que el sistema de estrellas.- 124 -