Académique Documents
Professionnel Documents
Culture Documents
2015 2020
Content
4
Their partnership is providing a harmonised hotel
Rooms
Gastronomy
16
18
Leisure
19
21
Minimum Points
22
Brussels, 1st January 2015
Area
No.
Criterion
Points
Preservation condition
General impression
simple
Staff
Car Park
Garage
10
Elevator
11
Barrier-free
Wheelchair or assistance
12
Barrier-free
Electronic wheelchair
13
Barrier-free
Others
1
2
3
4
5
6
7
15
medium
elevated
high
highest
Area
No.
Criterion
Points
14
Barrier-free
Deaf or hearing impaired
15
Completely barrier-free
16
17
18
19
20
10
21
Reception service,
available for phone calls (from inside and outside the hotel)
24 hours
22
23
24
25
Express check-out
M
M
M
M
M
M
Area
Cleaning of rooms /
change of laundry
No.
Criterion
Points
26
Bilingual staff
27
Multilingual staff
28
Photocopy/scan service
29
10
30
Doorman
15
31
Concierge
32
Page boys
33
34
Luggage service
35
36
37
38
39
40
(separate personnel)
(separate personnel)
(separate personnel)
M
M
M
M
M
15
15
M
M
M
M
M
41
42
Area
No.
Criterion
Points
43
Ironing service
44
45
46
Payment
47
Miscellaneous
48
49
50
Up-to-date magazines
51
Daily newspapers
52
Sewing service
53
54
55
56
(print or digital)
M
M
M
M
10
M
M
M
M
9
10
57
58
10
A shoe polishing machine (see no. 163) can be offered instead of a shoe polishing service in the hotel. A shoe polishing kit in the room is also considered equivalent (see no. 162).
A shoe polishing machine (see no. 163) can be offered instead of a shoe polishing service in the hotel.
Area
No.
Criterion
Points
III. Rooms
General Room Info
Sleeping comfort
11
12
13
14
15
59
2 12
10
60
2 12
15
61
2 12
20
62
2 12
25
63
Number of suites
64
65
66
67
10
68
69
70
13
M
(min. 2)
2 per suite,
max. 6
M
M
M
M
Also called Second service. Change of towels, removal of bedspread, emptying of waste paper basket, etc.
If the hotel has a limited number of rooms (max.15 %) that are below this size, the guest must be informed about this fact before the accommodation contract is made.
No Junior suites. Suites consist of at least two separate rooms; one of which is furnished as a bedroom and one as living room. The rooms do not need to be connected by a door; an opening is sufficient.
Basically, a holiday flat in a dpendance is not considered a suite. In order to ensure that guests can make full use of the hotel services, suites must be situated in the hotel building.
The base of the system can be a box spring, a sprung slatted or any other equivalent system.
If there are two single beds or one queen size bed (1.50m x 2.00m) instead of one double bed, the guest must be informed about the fact that it does not comply with the usual standard before the accommodation
contract is made. If the hotel has a limited number of beds (max.15%) that are below the appropriate size for the respective category, the guest must be informed about this, before the accommodation contract is
made.
Area
No.
Criterion
Points
71
15
72
25
73
74
Additional crib
75
76
77
78
79
80
81
82
83
16
(encasings)
10
10
10
2
M
16
17
84
85
A simple molleton mattress pad is not accepted. But a (chemo-thermally) washable, breathable, bedcover free from mites and their excrements, made of cotton or synthetic materials that is opened at the bottom
side will fulfil this criterion.
This criterion is fulfilled, if there is no residual moistness, the mites are killed and their growth is eliminated.
Area
Room equipment
18
19
No.
Criterion
18
Points
86
Choice of pillows
87
88
89
90
91
92
93
Linen shelves
94
95
96
97
98
1 chair
99
100
101
(e.g. curtain)
(e.g. shutter or blackout curtain)
19
M
M
Area
Safekeeping
No.
Criterion
Points
102
103
104
Bedside table/tray
105
106
107
108
109
110
111
Night light
112
113
114
Dressing mirror
115
116
Wastepaper basket
117
Safekeeping facilities
Area
Noise control /
air conditioning
Entertainment electronics
20
21
No.
Criterion
Points
118
Central safe
119
120
10
121
122
123
124
15
125
126
127
Radio
128
129
130
131
132
133
(windows)
broadcast device
20
20
M
M
4
1
M
M
Area
Telecommunications
Miscellaneous
22
23
24
No.
Criterion
Points
134
135
136
137
138
139
140
141
142
143
144
145
146
Hotel information
147
148
149
23
24
The guest must be informed about this offer during the check-in; a display, etc. is accepted.
Or internet access in the room (see no. 142).
The hotel information includes at least the breakfast time, the check-out time, and the opening hours of hotel facilities.
3
1
Area
25
26
27
28
29
No.
Criterion
Points
150
151
152
153
Correspondence folder
154
Trouser press
155
Laundry bag
156
157
158
159
160
161
162
163
164
Door viewer
M
M
M
M
25
26
25
26
28
27
29
A sewing service (see no. 52) can be offered as well, instead of a sewing kit on demand.
A shoe polishing service (see no. 53) or shoe polishing kit in the room (see no. 162) can also be offered instead of the shoe polishing kit on demand. A shoe polishing machine in the hotel (see no. 163) does also
fulfil this criterion.
A shoe polishing service (see no. 53) can be offered instead of the shoe polishing kit in the room.
A shoe polishing service (see no. 53) can be offered instead of the shoe polishing machine in the hotel. A shoe polishing kit (see no. 162) in the room does also fulfil this criterion.
A shoe polishing service (see no. 53) can be offered, instead of the shoe polishing machine in the hotel.
Area
30
31
32
No.
Criterion
Points
165
166
Bathroom/Sanitary facilities 5m
167
168
169
10
170
171
172
2 30
2 30
10
32
32
173
Washbasin
174
175
176
177
178
Safety handles
179
Mirror
31
31
If the hotel has a limited number of rooms (max. 15%) that are below this size, the guest must be informed about this fact before the accommodation contract is made.
If up to 15% of the hotels rooms are not equipped with private showers/WC but offer shared showers/WC instead, the guest has to be informed of the fact that the room does not comply with the usual standard
before the accommodation contract is made.
If there is a separation between the sanitary facilities and the toilet in the bathroom, the existence of a shower curtain or shower screen is not necessary.
Area
No.
Criterion
180
181
Vanity mirror
182
183
184
185
186
187
Shelf
188
Large shelf
189
Toothbrush tumbler
190
191
192
Shampoo
193
33
34
33
34
Points
194
(e.g. bath essence, shower cap, nail file, Q-tips, cotton wool pads, body
lotion)
195
Facial tissues
1 per item,
max. 4
Minimum criterion is already considered as fulfilled, if the criterion Heated towel rail (see no. 186) is fulfilled.
This criterion is considered as fulfilled, if the bath essence or shower gel is suitable as shampoo as well, and this is indicated (on bottle or dispenser).
Area
No.
Criterion
Points
196
197
198
199
Bathrobe on demand
200
Bathrobe
201
Slippers on demand
202
Slippers
203
Hairdryer on demand
204
Hairdryer
205
206
Bathroom scales
207
Waste bin
208
209
210
M
M
M
M
M
M
IV. Gastronomy
Beverages
35
35
Area
Bar
Breakfast
Food
36
37
38
39
40
No.
Criterion
Points
211
212
213
214
Minibar
215
216
Bar
217
Bar
218
Breakfast room
219
Extended breakfast
220
221
222
223
224
225
10
36
37
38
37
39
40
M
M
M
M
Area
No.
Criterion
Points
226
Restaurant
5 each,
max. 10
227
41
8 each,
max. 16
228
41
10 each,
max. 20
229
Dietary-kitchen
230
Regional kitchen
231
232
47
233
47
234
235
236
237
41
42
M
(min. 1)
42
M
(min. 1)
43
M
(min. 1)
44
M
(min. 1)
45
M
(min. 1)
2
46
47
Conference rooms
10
15
41
42
43
44
45
46
47
48
49
20
2 per
room,
Area
No.
Criterion
Points
max. 4
Equipment/ technology of
conference rooms
238
Business centre
239
Conference service
240
241
242
243
244
1
49, 50
VI. Leisure
Sport
245
246
Spa/Wellness
49
50
51
52
53
54
53
247
Gym
52
(e.g. ergometer, dumb bell, machine for weight training, treadmill, rowing
machine, stairmaster)
Massages
54
Acceptance only if at least one of the criteria no. 234 236 is fulfilled.
Minimum criterion for every conference room.
Facilities are part of the hotel area and possible costs of use can be charged to the room.
The gym has a minimum size of 20m2.
The spa area has to be accessible without crossing the conference or the restaurant area.
The cabins have a minimum size of 10m2.
3 per
facility,
max. 9
2
4
2 per
cabin,
max. 6
Area
No.
Criterion
248
249
Whirlpool or equivalent
250
Sauna
Points
55
3
3
5 per
sauna
56
type ,
max. 10
(e. g. facial, manicure, pedicure, peeling and stress relaxation massage are
offered)
54
Children
252
253
254
255
256
10
257
10
Childrens area
258
Others
259
260
55
56
57
58
59
57
or swimming pond
59
(playroom/playground)
58
10
15
2
1
Area
No.
Criterion
261
Library
262
Host/animation programme
Points
2
(separate location)
60
263
264
265
266
267
268
269
270
Eco-label
61
10
(M)
62
or equivalent
Others
60
61
62
63
64
65
66
67
68
68
67
10
65
Online Activities
63
66
66
66
10
5
10
A systematic complaint management system includes structured complaint acceptance, evaluation, and response.
Active and systematic gathering and evaluation of guest opinions about the quality of the hotels services, analysis of weaknesses, and the realization of improvement.
For the Mystery guesting to be accepted the following aspects need to be fulfilled at least once during a classification period: by professional externals upon initiative and on the account of the hotel, analysed and
documented. Hidden (internal) controls e. g. of the hotel chain or cooperation are accepted as equal.
Mystery guesting is a minimum criterion in the 4-star-superior-sector.
European Hospitality Quality (EHQ) is the European Hospitality Quality scheme launched by HOTREC, the umbrella association of national trade associations representing hotels, restaurants, cafs, and similar
establishments in Europe (cf. www.hotrec.eu). It serves as a reference model for national and regional quality schemes on European level. E. g. the initiative ServiceQualitt Deutschland (cf. www.servicequalitaetdeutschland.de) is accredited in its entirety.
Pictures have to show at least an exterior view, the public area and a room.
The website must be at least bilingual.
A simple e mail is not accepted.
For instance (without implying exclusivity): Austrian Umweltzeichen, DEHOGA Umweltcheck, DIN, EarthCheck, EMAS, EU Ecolabel, Green Globe, Green Key, ISO 14001 or Viabono.
Area
No.
Criterion
Points
69
Hotels
Supplement Superior
70
900
90
170
260
400
600
170
260
400
600
700
800
700
100
600
200
500
Points "Superior"
Minimum Points
400
140
300
90
200
100
80
600
400
260
170
90
0
69
70
1 Star
2 Stars
3 Stars
4 Stars
5 Stars
45
56
80
101
121
Minimum Criteria
For a hotel garni - i. e. a hotel with breakfast only - the number of points to be reached is lowered by 20 points in each category. A hotel garni cannot obtain 5 stars.
The accreditation Superior indicates excellent hotels having acquired considerable points beyond the threshold points of their category, but which do not comply with the minimum criteria of the next higher
category. Such hotels usually offer a high degree of service. Superior is accessible to all hotels and hotels garnis.