1. HOTEL RATING SYSTEMS

2. There is so far no international classification which has been adopted. • Many countries use 1 to 5 star system • In USA hotels are rated from 1 to 5 diamonds • Some hotels have claimed a six or seven-star rating for their operation. (Example: Burj Al Arab in Dubai 7 star)

3. WHO DECIDES? • Because there is no overall authority for assigning hotel ratings on an international basis, it is the customer who ultimately decides the quality of the hotel based upon the quality of guest experience. • THE FOLLOWING STAR RATINGS WERE ESTABLISHED BY THE EUROPEAN HOTELSTAR UNION.

4. One Star • 100 % of the rooms with shower/WC or bath tub/WC • Daily room cleaning • 100 % of the rooms with color-TV together with remote control • Table and chair • Soap or body wash • Reception service - Facsimile at the reception • Breakfast - Beverage offered

5. Two Star • In addition to the single star (*) hotels • Breakfast buffet • Reading light next to the bed • Bath essence or shower gel • Bath towels and Linen shelves • Offer of sanitary products (e.g. toothbrush, toothpaste, shaving kit) • Accept Credit Cards

6. Three Star • In addition to the standard star (**) hotels: - • Reception opened 14 hours, accessible by phone 24 hours from inside and outside, • bilingual staff (e.g. German/English) • Luggage service • Beverage offer in the room • Telephone in the room - Internet access in the room or in the public area • Hair-dryer, cleansing tissue - Dressing mirror, place to put the luggage/suitcase • Sewing kit, shoe polish utensils, laundry and ironing service

7. Four Star • In addition to the comfort star (***) hotels: • Lobby with seats and beverage service • Breakfast buffet or breakfast menu card via room service • Minibar or 24 hours beverages via room service • Arm chair/sofa with side table • Bath robe and slippers • Cosmetic products (e.g. shower cap, nail file, cotton swabs), vanity mirror, tray of a large scale in the bathroom) • - Internet access and internet terminal • "À la carte"-restaurant

8. Five Star • In addition to the (****) hotels: • Reception opened 24 hours, • Multilingual staff – • Doorman-service or valet parking • Concierge • Spacious reception hall with several seats and beverage service

9. Personalized greeting for each guest with fresh flowers or a present in the room • Minibar and food and beverage offer via room service during 24 hours • Safe in the room • Ironing service (return within 1 h) • Shoe polish service

10. What is missing? • How can a five-star hotel in one city be so different in its services, quality and facilities from a hotel in another part of the world? • One of the most important elements of the guest hotel experience is service standards, which do not generally form part of a hotel rating system.

11. The Green Influence • Environmentally friendly facilities will are now a core criterion of China's hotel rating system. • Green measures can be reflected in many dimensions, such as hotels' design and architecture, their building materials' selection and their customers' consumption habits, which hotels can influence. • China currently has more than 14,000 hotels, including 572 five-star establishments and 2,149 four-star hotels.

12. Questions • Should the industry adopt some sort of international rating standard that would supersede the ever-growing number of independent and consumer-generated Internet ranking sites? • Is that even possible? • Does a sixth tier need to be created to add new, ultra-luxury properties to what have traditionally been five-category ranking systems?