Budget Hotels

Quality Standard

Quality in Tourism: the assessment service provided for VisitBritain

QiT wish to thank Premier Travel Inn for providing pictures.

Welcome the VisitBritain Quality Assurance Standards Welcometo to the VB Quality Assessment Schemes
VisitBritain (VB) VisitBritain is the organisation created on 1st April 2003 to market Britain to the rest of W the world and England to the British. Formed by the merger of the British Tourist Authority and the English Tourism Council, its mission is to build the value of tourism by W creating world class destination brands and marketing campaigns. It will also build partnerships with and provide insights to other organisations.

Improving Improving quality quality standards standards

Quality is an integral part to achieving a world class competitive industry in England. Our vision is world class competitive industry in England. Our vision is world class tourism in England which means a product of at least tourism in England which means a product of at least comparative quality with other world leading tourism comparative quality with other world leading tourism destinations. To achieve a quality product all elements of the destinations. To achieve a quality product all elements of tourism experience must meet or exceed consumer the tourism experience must meet or exceed consumer expectations. expectations.
The raising of standards is crucial to the future development of English and weis work closely withfuture the The raising tourism, of standards crucial to the accommodation industry and local authorities in encouraging development of English tourism, and we work closely with properties to participateindustry in the National Quality Assessment the accommodation and local authorities in Schemes (NQAS). Quality is an integral part to achieving a world class

Features of Participation Benefits

Web - Entry, with image, on enjoyengland.com, The Quality Assurance Standards are great value for

money, offering a number of features:

visitbritain.com and linked international gateway websites operated by VisitBritain*.

Guide Book - Listing in the available edition -of the Enjoy Promotional opportunities at next home and overseas with England Official Tourist Guide to quality-assessed free independent listingBoard on www.EnjoyEngland.com accommodation. and in the VB enjoyEngland guides

Marketing - Eligibility to participate in local destination Detailed assessment debrief and report

Quality Rating - Unlimited use of your quality rating in all

your promotional activity and use of theRose internationally The internationally recognised Quality Marque recognised Quality Rose Marque.

Quality assured ratings assisting consumer choice

accommodation guides together with regional, Enjoy England and Quality Rose marketing campaigns.

encouraging properties to participate in the National Quality Assurance Standards (NQAS).

ASignage free copy of Quality Edge, the VB newsletter for its - All new participants receive a free single-faced quality assurance standards external display sign.
VisitBritain.

PR - Access to reader offers and press editorials provided by There is only one tool to monitor quality assurance at a

national level - NQAS. Working with you will help us to Assessment - carried outquality by experienced industry achieve our aim to improve standards in England. professionals with clear verbal and written feedback of of the This is a standard to help you benefit from being a part assessment. world class tourism product in England.
*Your product data is maintained by your local data steward at your local/regional tourism organisation. Please contact them for updates to ensure your business is accurately represented on the websites. For list of data stewards refer to www.enjoyengland.com/datastewards

There is only one tool to monitor quality assurance at a national level - NQAS. Working with you will help us to achieve our aim There is only one tool to monitor quality assurance at a national to improve quality standards in England. This is a standard to level - NQAS. Working with you will help us to achieve our aim help you benefit from being a part of world class tourism product to improve quality standards in England. This is a standard to in England. help you benefit from being a part of world class tourism product in England.

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Contents

Contents
Welcome Code of Conduct and Conditions for Participation Use of this booklet General Overview Budget Hotel Minimum Standards 1 5 6 7 8

1. General Requirements 1.1 General 1.2 Statutory Obligations 1.3 Safety and Security 1.4 Maintenance 1.5 Housekeeping 1.6 Physical Quality 1.7 Hospitality 1.8 Services 1.9 Opening 1.10 Guest Access 1.11 Staff appearance 1.12 Reservation, Billing and Prices 1.13 Staff Availability for Arrival and Departure 1.14 Other Reception / Concierge / Housekeeping Services

9 9 9 10 10 10 11 11 11 11 11 12 12 13 13

2. Bedrooms 2.1 Provision 2.2 General Quality 2.3 Housekeeping 2.4 Size and Spaciousness 2.5 Bed Size - Quality

14 14 14 14 15 15

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Contents

Contents continued
2.6 Access to Bed 2.7 Bedding Requirements 2.8 Bedding Quality 2.9 Dcor - Walls, Ceilings and Paintwork 2.10 Heating and Temperature Control 2.11 Lighting 2.12 Windows 2.13 Window Coverings 2.14 Flooring 2.15 Furniture, Soft Furnishings and Fittings 2.16 Tables 2.17 Clothes and Luggage Storage 2.18 Seating 2.19 Mirrors 2.20 Beverage Making Facilities 2.21 In-Room Entertainment 2.22 Communication and Business Services 2.23 Telephone Charges 2.24 Hairdryer 2.25 In-Room Information 2.26 Miscellaneous 15 16 16 16 16 17 17 17 17 18 18 18 18 18 19 19 19 19 20 20 20

3. En-Suite Bathroom and Shower Rooms 3.1 Provision 3.2 General Quality 3.3 Room Size 3.4 Water Supply 3.5 Equipment in En-Suite

21 21 21 21 21 22

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Contents

Contents continued
3.6 Lighting, Heating and Ventilation 3.7 Towels and Toiletries 22 23

4. Public Areas - bars, lounges, reception, restaurants, stairs, landings etc. 4.1 General Quality - All Public Areas 4.2 Lighting, Heating and Ventilation 4.3 Reception Areas / Lobby 4.4 Bars, Lounges, Sitting Areas and any Restaurants 4.5 Other Public Areas including Corridors and Staircases 4.6 Lifts 4.7 Public Telephones 4.8 Public Area WCs

24 24 24 24 24 25 25 25 25

5. External Areas 5.1 General

26 26

Notes

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Code of Conduct and Conditions for Participation

Code of Conduct and Conditions for Participation

Code of Conduct
The proprietor/management operator/manager is required to undertake and observe The is required to undertake the following Code of Conduct: and observe the following Code of Conduct: maintain standards of guest care, cleanliness, and service To maintain of guest care, cleanliness, and To appropriate standards to the type of establishment; service appropriate to the type of establishment; To describe accurately in any advertisement, brochure, or other printed or electronic media, the facilities and services describe accurately in any advertisement, brochure, To provided; representatives reasonable to a VB representative reasonable access access to To allow VisitBritain the establishment, on request request, to confirm the Code of establishment on to confirm the Code Conduct is being observed. of Conduct is being observed.

Conditions Conditionsfor forParticipation Participation

All establishments participating in the VisitBritain quality All establishments participating in the assessments schemes are required to; National Quality Assurance Standards (NQAS) are required to: Meet or exceed the VisitBritain minimum entry requirements forthe a rating in the relevant accommodation Meet or exceed VisitBritain (VB) minimum sector; entry requirements for a rating in the relevant

guests at the time of booking i.e. by telephone, fax, email To adhere to and not to exceed prices quoted at the time of as well as information given in a printed format;
booking for accommodation and other services; to, and at not totime exceed prices quoted at the time advise visitors the of booking, and subsequently To adhere of booking for accommodation and other services; any change, if the accommodation offered is in an unconnected annexe or similar, and to indicate the location of such accommodation and of any difference in comfort To advise visitors at the time booking, and subsequently and/or amenities from accommodation in the is in an of any change, if the accommodation offered establishment; unconnected annexe or similar and to indicate the location of such accommodation and any difference in comfort and/ To give each visitor, on request, details of payments due or amenities from accommodation in the establishment; and a receipt, if required;

or other printed or electronic media, the facilities and services provided; To make clear to visitors exactly what is included in all prices quoted for accommodation, including taxes, and any To make clear to visitors exactly whatfor is included in all other surcharges. Details of charges additional prices quoted for accommodation, including taxes, and services/facilities should also be made clear; any other surcharges. Details of charges for additional To give a clear statement of the cancellations to services/facilities should also bepolicy made on clear; guests at the time of booking i.e. by telephone, fax, email as well information given in apolicy printed format; To give as a clear statement of the on cancellations to

accommodation sector; Code of Conduct; the VisitBritain Observe assessed in the event of complaints, by Observe the annually, VB Codeand of Conduct; Be

an annual information collection questionnaire Complete Pay anonline annual participation fee; or by post, as required. either
Change of Ownership either online or by post as required.

authorised representatives of VisitBritain; Be assessed annually, and in the event of complaints Pay an annual participation fee; by authorised representatives of VB;

Complete an annual information collection questionnaire

visitor oncourteously request details payments due deal each promptly and withof all enquiries, To give and a receipt, if required; requests, bookings and correspondence from visitors;

When an establishment is sold or the method of operation changed, e.g. contracted out, the existing rating cannot be Change of Ownership transferred. The new owner/operator is required to make an application for participation in the VisitBritain quality When an establishment assessment schemes. is sold, the existing rating cannot be transferred to the new owner. The new owner is required to make an application for participation in the VB National Quality Assurance Standard. Signage Use of all ratings should always be accompanied by the VisitBritain Quality Rose Marque.

Ensure complaint handling procedures are in place and that To deal promptly and courteously with all enquiries, complaints received are investigated promptly and requests, bookings and correspondence from visitors; courteously and that the outcome is communicated to the visitor; Ensure complaint handling procedures are in place and that complaints received are promptly and due consideration to investigated the requirements of visitors To give courteously and that the outcome is communicated to with special needs, and to make suitable provision where the visitor; applicable;

Signage

To give welcome all guests courteously and withoutof visitors To due consideration to the requirements discrimination in relation to age, gender, sexual orientation, with disabilities and visitors with special needs, and to disability, race or religion make suitable provision where applicable; provide public liability insurance or comparable To provide public liability insurance or comparable arrangement and to comply with applicable fire and health To arrangement and to comply with all all applicable planning, and safety legislation, planning and other relevant safety and other statutory requirements; statutory requirements;

Any listing in a VisitBritain publication or website and within the Where Information an establishment, for whatever reason, ceases to Tourist Centre network is conditional on continued participate inin the NQAS, all relevant display signsContinued and print participation the quality assessment schemes. material must be removed. misleading or out of date signage use or display of inaccurate, by a participant in the VisitBritain quality assessment schemes Use of all Star ratings should always be accompanied byfrom the may result in VisitBritain withdrawing the establishment VB Quality Marque. participation in the schemes. Where an establishment, for whatever reason, ceases to participate in the VisitBritain quality assessment schemes, all relevant display signs and electronic Any listing in a VB publication/web site and within the Tourist and print material must be removed. Failure to observe these Information Centre network are conditional on continued conditions may result in the establishment becoming ineligible participation in the NQAS. to display or use the VisitBritain endorsement in any form whatsoever. Failure to observe these conditions may result in the establishment becoming ineligible to display or use the VB endorsement in any form whatsoever.

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Use of this booklet

Minimum Entry Requirements:
All Minimum Entry Requirements (MER) have to be present for a rating to be awarded. These are depicted in this booklet in the following way:

2.1.3

Minimum Entr y Requiremen Statutory ts Fulfilment of al 1oS l statutory oblig rations Build bta lig ings, their fix ations, whe

ainte ance Minimum SM tandardn s

2 Star 3 Star 4 Star 5 Star

tures, furnishing re applicable, re lating to: s, fittings and Fire Precautions sound, clea exterior and n condition and interior dcor m fit fo r the purpose in Price Display aintained in a tended. Orders All electr ical and gas eq ui pm safety. Food Safety / Hygieneent in good working orde r and regularly Licens serviced to ensu re guests Monitoring pr ing oc ed Health & ur Sa fee tyin place for reporting of broken/damag Discriminatio ed items in gues Buildings n ts bedrooms. , their fixture s, fu rn is hi Tr ng ad e Description s, fittings and ex good, clean co terior and interio ndition r dcor maintai Data Protectio . ned in a quite n Buildings , H otei elrPr op th rie to fixture rsfu Ac t ishing s, rn s, fittings and ex clean condition terior and interio . r dcor maintai W e may ask operators to prov ned in a good, id e ev id en ab ce ov e requirements that Public Liab Buildings, th ility Cover is be are being fulfille eir fixtures, fu ing maintained d. rnishings, fittin and that the good, clean co gs an d ex te rio iti r on an d . in N.B. It isnd te rior dcor maint unlikely that an y establishmen ained in a very refuge hostel fo t offering accom r homeless peop modation to D Buildings, th SS le will be eligib residents or op eir fixtures, furn le to participate erating as a ishings, fittings in the scheme. excellent, clean and exterior an condition. d interior dco r maintained in an

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General Overview General Overview

1. GENERAL OVERVIEW
1 INTRODUCTION
Common Standards
VisitBritain, VisitScotland, Wales Tourist Board, and the AA, with the support of the government, worked together to agree, support and develop common standards for assessing the quality of serviced accommodation in Britain. Each organisation is using these common standard requirements to determine whether an establishment qualifies as a Budget hotel. Your rating will be the same whichever organisation you choose to carry out your assessment. You can, of course, choose to be assessed by more than one organisation and each organisation will award you the same Star rating. Additional marketing awards for food, comfort and service etc. from the different organisations, however, are not part of this agreement.

The Requirements 1.1.3 The Requirements

We have based the requirements for the Scheme on the existing standards of all the organisations plus extensive research into the needs and expectations of visitors. We have also consulted widely with the hospitality industry. The feedback we received from the industry shows strong support for a common quality standard for serviced accommodation throughout the countries where we operate the schemes. Our aim for this revised common quality standard is to work continually with the industry and to strive together to raise quality standards in line with the everevolving expectations of consumers.

The Assessment 1.1.4 The Assessment

Budget hotels will receive a day visit, at which the assessor will be checking primarily on the cleanliness and maintenance, as well as ensuring the Minimum Standards are in place. Prior to this visit the hotel group must provide VisitBritain with details of their own in-house quality control procedures, to ensure a full and robust quality programme is in place.

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Budget Hotel Minimum Standards

Budget Hotel Minimum Standards

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Budget Hotel Minimum Standards

Budget Hotel Minimum Standards 1. General

Minimum Standards 1.1 General

There are likely to be at least twenty establishments operating under the same brand insignia and
standards in the UK.

Coverage is likely to have a wide geographic spread.

Where the number of units is less than twenty in the UK, the brand will have a worldwide image and systems of quality inspection.

Must demonstrate that all establishments within the group show close similarity and consistency of

approach. All hotels would, for example, be accessed through a central website and offer common booking arrangements.

Minimum Standards 1.2 Statutory Obligations

Fulfilment of all statutory obligations, where applicable, relating to:

Fire Precautions Price Display Orders Food Safety / Hygiene Licensing Health & Safety Discrimination - age, gender, sex, race, religion and disability Trade Description Data Protection Hotel Proprietors Act

We may ask operators to provide evidence that Public Liability Cover is being maintained and that the
above requirements are being fulfilled.

Proprietors will be asked to provide evidence that they have written, and made publicly available, an

Access Statement/Information. For help, advice, guidance and a template please look on www.visitbritain.com/accessstatements. An Access Statement is a written, clear and accurate, and above all honest description of the current facilities and services you offer, to enable a potential visitor to make an informed decision as to whether your business meets their particular access needs.

N.B. It is unlikely that any establishment offering accommodation to DSS residents or operating as a
refuge hostel for homeless people will be eligible to participate in the scheme.

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Budget Hotel Minimum Standards

Minimum Standards 1.3 Safety & security

Staff to be on site and on call to resident guests 24 hours a day. Printed instructions, provided in the bedrooms, or at check-in, for summoning assistance during an
emergency at night. It is expected that a member of management or staff sleep on site and that their night-time contact details are clearly advertised, if reception not manned 24hrs.

A high degree of general safety and security, including information on evacuation procedures in the
event of an emergency, to be advertised in every bedroom.

Multilingual emergency procedure notices or use of symbols/diagrams clearly displayed in every bedroom. Adequate measures for the security of guests and their property.

Minimum Standards 1.4 Maintenance

Buildings, their fixtures, furnishings, fittings and exterior and interior dcor maintained in a sound,
clean condition and fit for the purpose intended.

All electrical and gas equipment in good working order and regularly serviced to ensure guests' safety. Monitoring procedure in place for reporting of broken/damaged items in guests bedrooms.

Minimum Standards 1.5 Housekeeping

A high standard of cleanliness maintained throughout the property. As the cleanliness of hotels is of paramount importance to the consumer, the highest standards of
cleanliness are essential at every hotel and are not expected to vary.

Particular attention should be given to bathrooms, shower rooms and toilets especially items involving
direct contact with guests, including: Bedding, linen and towels Baths, showers, washbasins and WCs Flooring and seating Crockery, cutlery and glassware

All bathrooms and shower rooms cleaned daily and checked to ensure very high standards of cleanliness. Bathrooms and shower rooms clean and fresh smelling. Particular attention paid to WCs, plug-holes,
shower curtains, mirrors and extractor fans.

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Budget Hotel Minimum Standards

Minimum Standards 1.6 Physical Quality

Hotels providing accommodation of acceptable quality and comfort.

Minimum Standards 1.7 Hospitality

Guests will be greeted and acknowledged in a friendly, efficient and courteous manner throughout
their stay.

Minimum Standards 1.8 Services

A limited straightforward range of services offered. All enquiries, requests and reservations, correspondence and complaints from visitors dealt with
promptly and politely.

Service and efficiency skills of a competent standard. Every effort made to take account of individual guests needs.

Minimum Standards 1.9 Opening

Hotel open seven days a week during its operating season providing, on every day open, a consistent
level of service and facilities provided.

Minimum Standards 1.10 Guest Access

Once registered, resident guests have access to the hotel at all times. Staff to be on site and on call to resident guests 24 hours a day. It is acceptable for a front door key or security code to be issued.

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Budget Hotel Minimum Standards

Minimum Standards 1.11 Staff Appearance

Staff tidily dressed and well groomed. Staff clothing fresh and well ironed. Particular attention given to personal hygiene.

Minimum Standards 1.12 Reservation, billing and prices

There should be an easy and efficient booking service that is likely to include online/central
reservations. The following will be covered: Prospective guests informed (verbally or via website) as to what is included in the prices quoted for accommodation, meals and refreshments, including service charge, taxes and other surcharges. Other information which may impact on the guests stay, e.g. smoking policy, refurbishment work in progress, planned functions/events etc. provided. Full details of the hotels cancellation policy if there is one. This especially includes information about charging credit cards for cancellation or changes to the booking. Access Statement/Information to be available. Clear explanation of charges for additional services or available facilities including cancellation terms. Information about any unacceptable types of payment e.g. credit cards, travellers cheques etc. Information and full details about any fees charged for the acceptance of credit cards.

Communication with prospective guests, whether verbal or via website , should be prompt, efficient,
professional and helpful. A good first impression is critical at all levels. Therefore: The price agreed at the time of booking must not be exceeded. All agreed prices must include service charges, taxes and other surcharges where applicable. Every endeavour should be made to advise guests in advance about the hotel location and any car parking restrictions. Unless notified in writing in advance, price confirmation at least indicated on a key card or similar. Prospective guests left confident that their booking was recorded accurately. As a minimum, name, address, and/or contact telephone number recorded at the time of booking. All bookings handled in a friendly and courteous manner, even when there is no dedicated reservations department. Provide each guest with printed or clearly written details of payment due and a receipt on request. Presentation of accounts ensuring that purchases are clearly detailed. Particular attention should be paid to accuracy. The VAT element of the account (where applicable) should be clearly identified.

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Budget Hotel Minimum Standards

Minimum Standards 1.13 Staff availability for arrival and departure

As reception is likely to be the guests first and last point of contact with the hotel, special attention
should be given to providing a good standard of customer care.

Direct guest contact given priority over other reception duties. Staff available to receive guests and provide information/ services, as a minimum, from just before
breakfast to late evening at approx 10 p.m.

Receptionists attention possibly summoned by a bell or telephone. Guests clearly directed to their room and given a brief explanation of location of hotel facilities. The issuing of a bedroom key to guests and the charging of items to account always done discreetly
to ensure guest security.

Minimum Standards 1.14 Other Reception / Concierge / Housekeeping Services

Iron and ironing board available and advertised. Early morning call on request or an alarm using a clock, telephone or television available. (Alarm
clock could be available, on request, from reception).

Message-taking service available. Messages possibly delivered verbally, but always delivered
promptly.

Appropriate tourist, travel and/or local information available and well presented e.g. in a folder
or rack.

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Budget Hotel Minimum Standards

2. Bedrooms
Minimum Standards 2.1 Provision

Usually at least twenty letting bedrooms per unit.

Minimum Standards 2.2 General Quality

Means of securing bedroom doors from inside and out, and a key provided.

Minimum Standards 2.3 Housekeeping

All bedrooms cleaned daily, and checked to ensure a very high standard of cleanliness. Rooms
looking clean and smelling fresh. Particular attention given to rooms used by smokers.

All walls, ceilings, pipes, ledges, equipment and fittings which are beyond reach from floor level

cleaned on a regular basis. All flat surfaces, equipment and furniture free from dust, dirt, grease and marks.

All beds made daily. Bed linen, including duvet covers (even if top sheet provided) changed at least

once in every week and for each new guest. (Exception made when, as part of a hotels clearly advertised environmental policy, guests are invited to agree to a less frequent change of linen during their stay.)

Rooms prepared with the right temperature and ventilation ready for the guests arrival. Good practice procedure followed so that clean bedding is kept off floors and in-room crockery and
glassware are hygienically washed.

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Budget Hotel Minimum Standards

Minimum Standards 2.4 Size and Spaciousness

All bedrooms with sufficient space to allow guests freedom of movement around all furniture and
fittings including sofa beds.

The ceiling height for the major part of the room sufficient for a person of 6 ft to move around without
stooping.

When we assess the acceptability of bedroom size, we will take into account the useable space
available around furniture and fittings, including sofa beds.

There should be no restriction of free movement. Family rooms should be more spacious. Doors and drawers able to be opened fully, without having to move furniture.

Minimum Standards 2.5 Bed Size Quality

Minimum bed sizes, including sofa beds and bunks, as follows:

Single: 190cms x 90cms / 6ft 3ins x 3ft Double: 190cms x 137cms / 6ft 3ins x 4ft 6ins 122cms / 4ft beds to be designated as singles.

76cms /2ft 6ins beds are unacceptable, except in family rooms where they are clearly designated for
children only.

Bunk beds (permanent bed spaces) are acceptable for child use only. When bunk beds are used,
guests told when they make the booking.

All beds, including supplementary beds, such as z-beds, sofa beds etc, to be of acceptable quality and
in good condition. They should have a sound base and sprung interior, foam or similar quality, modern, comfortable mattress.

Secure headboard or equivalent on all permanent beds.

Minimum Standards 2.6 Access to bed

There should be access to both sides of beds for double occupancy.

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Budget Hotel Minimum Standards

Minimum Standards 2.7 Bedding Requirements

Two sheets, two blankets and a bedspread OR one/two sheets and duvet with cover per bed. Where feather duvets or pillows are used, a non-allergenic alternative available on request. Two pillows in individual pillowcases, per person (except in family rooms where acceptable for
additional pillows to be available on request from reception).

Spare pillows and duvets and/or blankets available on request. Any additional bedding kept in
bedrooms to be clean and fresh.

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

Minimum Standards 2.8 Bedding Quality

Bedding of good quality and condition. 100% man-made fibre sheets are unacceptable.

Minimum Standards 2.9 Dcor - Walls, Ceiling and Paintwork

Dcor in sound condition.

Minimum Standards 2.10 Heating & Temperature Control

Fixed heating provided at no extra cost and controllable (on/off) by the guest. Supplementary heating provided in rooms on request when temperature levels are not within the Heating able to heat the entire bedroom safely, quietly, adequately and quickly whatever heating
system is used. control of the guest e.g. some central heating systems. Heating switched on prior to breakfast and on during main hours of guest occupancy e.g. check-in and early evening.

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Budget Hotel Minimum Standards

Minimum Standards 2.11 Lighting

Bedrooms well lit with, as guidance, an overall lighting level of at least 160 Watts in a single room and
220 Watts in a double (or equivalent low-energy bulbs). A shade or cover provided for all bulbs, unless decorative.

At least one light controlled from the door. Bedside reading light for and controllable by each person, in addition to the light controlled from the
door. However, twin beds may share a central bedside light.

Minimum Standards 2.12 Windows

At least one window that can be opened safely and which provides good levels of direct natural light
and ventilation. Windows well fitted, easy to shut and open and remain open. A pole provided to open any Velux-style windows or skylights.

Air conditioning provided where windows cannot be opened. Rooms without windows are not acceptable. Security fittings installed on all bedroom windows where, when open, access could be gained from
outside e.g. ground floor windows. and naturally illuminated.

It is acceptable for a bedroom to overlook a large internal atrium. The bedroom should be ventilated

Minimum Standards 2.13 Window Coverings

Opaque curtains, blinds or shutters provided on all windows including glass panels to doors, fanlights Curtains large enough to draw easily and completely across the width and height of the window with
or without linings.

and skylight windows so that guests have privacy and can exclude any light from outside the room. All window coverings to be properly fitted or hung.

In ground floor bedrooms additional privacy provided by means of a net curtain or blind.
Minimum Standards 2.14 Flooring

All flooring, carpets, rugs, hard wood flooring etc. properly fitted and of an acceptable quality and condition. Slip-resistant rugs or mats placed by the bedside where there is no fully fitted carpet.

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Budget Hotel Minimum Standards

Minimum Standards 2.15 Furniture, Soft Furnishings and Fittings

All furniture, soft furnishings and fittings providing acceptable ease of use and of an acceptable
quality and condition.

Minimum Standards 2.16 Tables

Dressing table or equivalent such as substantial flat surface or desk providing sufficient free space for
practical use with mirror adjacent.

Lighting adequate for use. Conveniently positioned spare 13amp power socket. A bedside table or equivalent provided for each person. Twin beds may share a bedside table.
N.B. A chair instead of a bedside table is not acceptable.

Minimum Standards 2.17 Clothes and Luggage Storage

Adequately sized wardrobe or clothes hanging space.

N.B. An alcove is an acceptable substitute but hooks on walls or behind doors are not.

Drawer or shelf space. Drawers running freely and lined or with an easily wiped interior surface. Sufficient at least six good quality hangers (not wire) per person.

Minimum Standards 2.18 Seating

At least one chair in each room. Seating provided appropriate to the style and size of the room.

Minimum Standards 2.19 Mirrors

At least one mirror in the bedroom.

If there is only one mirror it should be a full-length mirror and be placed next to the dressing table surface or equivalent. A full-length mirror is a mirror of suitable size and in a convenient position for guests to see themselves from head to toe.

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Budget Hotel Minimum Standards

Minimum Standards 2.20 Beverage Making Facilities

Tea/coffee making facilities provided in bedroom Hot drinks kept wrapped or in lidded containers. Kettles should not have to be operated at floor level.

Minimum Standards 2.21 In-Room Entertainment

Colour TV available in bedrooms. All available channels properly tuned in. Televisions may be safely mounted on a wall bracket. Ease of viewing and safety taken into account
when positioning television.

A radio properly tuned in, in each bedroom. Where clock radios are used, instructions for use provided and clock set accurately.

Minimum Standards 2.22 Communication and Business Services

Bedroom telephone optional. Where not provided, a means of communication with staff at night in
the event of an emergency must be provided, and guests informed at check-in, or via notice advertised in the bedroom.

Minimum Standards 2.23 Telephone Charges

Where telephones are provided, rate card displayed in bedrooms illustrating typical charges for local,
long-distance, international, internet, use of phone cards and connection to mobile phones.

Hotels expected to provide, as a minimum, the following information to guests:

The cost of one 5 minute local call at peak rate. The cost of one 5 minute local call at off-peak rate. The cost of one 5 minute long-distance call at peak rate. The cost of one 5 minute long-distance call at off-peak rate. The cost of one 5 minute international call at peak rates, e.g. USA. The cost of one 5 minute international call at off-peak rate, e.g. USA.

In addition, an explanation of what constitutes a local and long distance call should be given, as well
as a clear explanation of peak and off-peak.

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Budget Hotel Minimum Standards

Minimum Standards 2.24 Hairdryer

A hairdryer provided in every bedroom (may be in the bathroom).

Minimum Standards 2.25 In-room Information

Guests advised of all hotel services and facilities either via in-room information or written advice
supplied at check-in. This should include the following where applicable: How to summon assistance in a night-time emergency. (No dispensation allowed.) Multi-lingual instructions or diagram for fire evacuation procedure. Telephone information e.g. charges, internal directory, local services. Do not disturb notices for guests to use.

Minimum Standards 2.26 Miscellaneous

A waste paper container non-flammable if smoking permitted. An ashtray where smoking permitted. A drinking tumbler per guest, in clear glass, scratchless plastic or wrapped disposable. (For family
rooms only, additional tumblers to be available from reception.)

Sufficient and conveniently situated power sockets, allowing for the safe use of all electrical
equipment, provided.

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Budget Hotel Minimum Standards

3. En-Suite Bathroom and Shower Rooms

Minimum Standards 3.1 Provision

All bedrooms to have en-suite bathroom or shower rooms, which all have WC and bath or shower. A washbasin with hot and cold running water with a minimum internal measurement of
36 x 24cm/14 x 9.5ins. Basin provided in either the bedroom or en-suite

Minimum Standards 3.2 General Quality

All bathrooms of acceptable quality and condition with practical fittings, flooring and dcor providing
ease of use.

Practical, well-fitted and easily cleanable flooring. Particular attention given to maintenance and lighting levels.

Minimum Standards 3.3 Room Size

Bathrooms of sufficient size for adequate guest comfort and ease of use.

Minimum Standards 3.4 Water Supply

Sufficient hot water provided at all reasonable times usually 7 a.m. until 10 p.m. Baths and showers providing a strong and easily adjustable flow of water.

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Budget Hotel Minimum Standards

Minimum Standards 3.5 Equipment in En-Suite

All bathrooms or shower rooms equipped with:

A mirror situated above or adjacent to the washbasin. Bath or shower, washbasin and mirror. Adequate storage with space for guests own toiletries. Hook for clothes. Non-slip surface or mat for use in baths or showers (or available from reception). Towel rail or equivalent sufficient for the number of guests in the room. Conveniently located electric shaver point, with voltage indicated. Windows fitted with curtains, blinds or shutters to ensure privacy. Window coverings possibly not necessary for Velux windows fitted in the ceiling and in no way overlooked.

All toilets equipped with:

A lidded WC. Toilet paper and holder plus spare toilet paper. A lidded bin and sanitary disposal bags.

Minimum Standards 3.6 Lighting, Heating and Ventilation

Lighting - adequate covered lighting in all bathrooms, shower rooms and toilets. Lighting provided
above or adjacent to the washbasin mirror.

Heating - adequate heating which may be borrowed from bedroom. All bathrooms with an external
window require dedicated heating. A heated towel rail is acceptable.

Ventilation - adequate ventilation and extraction (window or extractor fan). Where a Velux-style

window or skylight acts as the only form of ventilation, a pole or other means of opening should be provided.

Security fittings installed on any bathroom window, which could be left open and access gained from
outside e.g. ground floor rooms.

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Budget Hotel Minimum Standards

Minimum Standards 3.7 Towels and Toiletries

A clean, absorbent, cotton bath towel as a minimum provided for each new guest and changed
every day except where, as part of an advertised environmental policy, guests are invited and agree to a less frequent change during their stay.

Cotton bathmat. Fresh soap provided for each new letting. Particular attention paid to the cleanliness and hygiene
of liquid soap or shower gel dispensers where provided. Additional towels for family rooms can be obtained from reception.

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Budget Hotel Minimum Standards

4. Public Areas - bars, lounges, reception, restaurants, stairs, landings etc.

Minimum Standards 4.1 General Quality - All Public Areas

Furnishings, fittings and dcor of acceptable quality and condition.

Minimum Standards 4.2 Lighting, Heating and Ventilation

Acceptable levels of lighting appropriately positioned for safety and comfort in all public areas,
including sufficient light on stairways and landings at night.

Good levels of heating and ventilation, providing an ambient temperature and adequate air flow at
all times of the year.

Adequate ventilation.
Minimum Standards 4.3 Reception Areas / Lobby

A clearly designated reception facility. A clearly designated area at one end of a bar counter is
acceptable.

A bell, internal telephone or other means of communication provided to summon attention when
staff not present.

Minimum Standards 4.4 Bars, Lounges, Sitting Areas and any Restaurants

Bars and lounges, where provided, to have adequate comfortable seating for resident guests. Guests should not be expected to share tables in the restaurant where one is provided.

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Budget Hotel Minimum Standards

Minimum Standards 4.5 Other Public Areas including Corridors and Staircases

Corridors and stairs in good repair and free from obstruction. Adequately lit 24 hours. Particular attention given to the maintenance of door handles, numbers, brassware and
glass panels.

Clear, directional signage to bedrooms and reception (where needed).

Minimum Standards 4.6 Lifts

Optional. Appropriate assistance with luggage available on request when there is no lift.

Minimum Standards 4.7 Public Telephones

A telephone accessible on site 24 hours a day (could be advertised arrangement to use

phone in reception) unless direct dial, in-room facilities are provided

Enclosed telephone booths or rooms, where provided, designated non-smoking.

Minimum Standards 4.8 Public Area WCs

Where any public area facilities are open to non-residents:

A toilet facility conveniently situated for the public areas. Toilets possibly shared by ladies and gentlemen. The following facilities provided as a minimum: washbasin with soap, hand drying facilities, seat with lid, covered light, mirror, hook on door, lidded sanitary bin and bags, toilet roll holder with toilet paper. All toilets well maintained, regularly cleaned, checked and adequately ventilated.

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Budget Hotel Minimum Standards

5. External Areas (as applicable)

Minimum Standards 5.1 General

External areas include the appearance of the building, grounds and gardens, pathways and
drives and any car parking.

Particular attention given to the safety and security of guests and their belongings in car
parks, ground floor and annex bedrooms including external paths and walkways.

The hotel entrance should be clearly identifiable and the doorway illuminated when it is
dark. Adequate levels of lighting for safety and comfort in all public areas, including sufficient light on stairways and landings at night.

Grounds and gardens well maintained and kept tidy. Parking areas tidy, well maintained, clearly defined, well lit and clearly signed.

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Notes

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Notes

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Published by VisitBritain
Thames Tower, Blacks Road, Hammersmith, London W6 9EL Tel: 020 8846 9000 Fax: 020 8563 0302 Web: www.visitbritain.com VisitBritain (incorporated under the Development of Tourism Act 1969 as the British Tourist Authority) is the strategic body for tourism in England. VisitBritain 2007 VB 04/07

The information in this publication is given in good faith and every effort has been made to ensure its accuracy. VisitBritain can accept no responsibility for any error or misinterpretation. All liability for loss, disappointment, negligence or other damage caused by reliance on the information contained in this publication is hereby excluded. Printed in England

Quality in Tourism: the assessment service provided for VisitEngland

Contact Us
Postal Address: Quality in Tourism Security House, Alexandra Way Ashchurch, Tewkesbury Gloucestershire, GL20 8NB Telephone: 0845 300 6996 Email Address: qualityintourism@uk.g4s.com Website: www.qualityintourism.com

Call: 0845 300 6996

Photography from: www.britainonview.com and Camping and Caravanning Club