Hotel and Guest Accommodation Ratings Scheme

UK/London Hotel Ratings Introduction

As in mainland Europe and other territories around the world, UK hotels are now assessed by star ratings, replacing the previously muddled system of separate classification schemes run by the AA, RAC and English Tourist Council.

While each of the above bodies continue to carry out invaluable independent assessments of UK hotels, harmonisation of the ratings system means that consumers can now accurately gauge the likely standard of an establishment in advance, or, where standards are believed to fall short of the rating awarded, give credible reason for complaint or make representations to holiday companies, the assessing body (or indeed enforcement bodies such as trading standards).

Ratings given are based on unannounced 'mystery guest' visits where an initial assessment of the premises is made (usually a stay overnight) before the inspector declares his/her identity and then completes a formal tour of the premises. Annual checks are also made to ensure that standards are maintained.

Below you'll find a brief description of the standards normally expected for hotels under each star rating, along with separate 'diamond ratings' for other forms of guest accommodation such as bed & breakfast lodgings.

One Star Hotels
Usually small, independently owned establishments, with a family atmosphere. Service is more informal, while hotel facilities may be limited. For example, not all guestrooms will have en-suite bath/shower rooms, and lunch or evening meals may not be served. Accommodation should however, always be clean, comfortable and maintained to an acceptable standard.

Two Star Hotels
Typically small to medium sized hotels, two star properties offer a greater number of facilities than one star (entry level) lodging. Guestrooms should be clean, comfortable and well-equipped, usually with en-suite bath/shower room. Staff may take a more professional approach to customer care, also offering a wider range of basic services, including food and drink.

Three Star Hotels
Larger, or more well-equipped hotels with higher quality guestrooms and a wider range of on/off site facilities. Reception and lobby areas are likely to be more spacious, while eating/drink areas will often also cater for non-guests. All bedrooms will have fully en-suite bath or shower rooms, also offering other items such as a hair dryer, trouser press, direct dial telephone and colour TV. Three star hotels will also usually offer at least limited room service to guests.

Four Star Hotels
Guests can expect a higher degree of luxury than at three star lodgings, with greater emphasis placed on the quality of guest accommodation throughout the hotel. Furnishings, décor and equipment will be of a higher standard than at lower star levels, with coordinated décor and well-maintained furniture. En-suite bathrooms will feature both bath and fixed shower, while other amenities such business services, 24-hour room service and dry-cleaning may also be offered. Cuisine will generally be of a high quality, with good service and attention to detail.

Five Star Hotels
Guests can expect the most spacious and luxurious accommodation, with quality fixtures, fittings and equipment in bedrooms. The hotel should also have elegant and comfortable public areas, with quality furnishings throughout. The restaurant will exhibit a high level of professionalism, with cuisine and service matching the best international standards. Customer service, should cover all aspects of care, with staff being friendly, efficient and courteous.

Diamond Ratings

Clean, comfortable accommodation with a continental or full English breakfast included. Clean bed linen and tidy room furnishings, with towels, fresh soap and adequate heating and hot water. Acceptable levels of service.

All of the above, plus a higher degree of comfort, quality and customer care.

All of the above, with a good quality of service overall plus well  maintained room furnishings, décor and guest amenities. A greater number of breakfast choices, with other meals also served during the day. Cuisine is freshly prepared using quality ingredients.

All of the above, with higher levels of quality, comfort and customer care. Special attention is paid to cleanliness and welcoming guests upon arrival.

All of the above plus an excellent standard of quality, comfort and service. Quality bedroom furnishings and well-sized accommodation, with a higher proportion of bedrooms having en-suite/private facilities. Other meals are made with fresh (often local) ingredients to exacting standards. Superb levels of guest care.