what's it for? Evaluation criteria for star hotels
1. Evaluation criteria for star hotels
Evaluation criteria for star hotels
Approved by the leaders of the State Council, referring to the international hotel evaluation criteria and combining with the actual situation in China, the National Tourism Administration has formulated the "Star Criteria for Foreign-related Hotels in China":
One-star hotels
The building structure is good, the interior and exterior decoration are made of ordinary building materials, and there is a lobby with a certain area.
Two-star hotel
The building structure is good, the interior and exterior decoration are made of good building materials, and the lobby has a certain hotel atmosphere. There are at least 21 rooms available for rent, 95% rooms have bathrooms, and there are large restaurants, shopping malls, post and telecommunications, barber shops, which basically meet the living requirements of tourists.
Three-star hotel
The building structure is good, the interior and exterior decoration are made of high-grade building materials, the layout is basically reasonable, the appearance has certain characteristics or local ethnic style, the hall is beautifully decorated, and the standard rooms are beautifully decorated. All of them are equipped with toilets, and they can supply hot and cold water, heating and cooling air, direct dial telephone and color TV within 24 hours, and are fully equipped. There are large and small restaurants offering Chinese and western dishes, as well as meeting rooms, recreation halls, bars, cafes, beauty salons, fitness rooms and other facilities. This kind of hotel has a large number, a certain level of service and moderate price, which is popular internationally and welcomed by tourists.
Four-star hotel
The hotel has a unique appearance or a distinctive local ethnic style. Luxurious decoration, elegant hall atmosphere, perfect service facilities, elegant environment, providing quality services, visitors can get higher material and spiritual enjoyment after entering the store, mainly to meet the high consumption of tourists with higher economic status.
Five-star hotel
The building equipment of the hotel is very luxurious, the lobby has a luxurious atmosphere, the environment is beautiful, and the facilities are more perfect. The bathroom has luxurious equipment such as shower, steam bath and automatic massage cylinder, as well as modern equipment such as computers, freezers and other high-end facilities.
star hotel evaluation criteria
provisions of the people's Republic of China on star evaluation of foreign-related tourist hotels
I. General provisions
Article 1 These provisions are formulated to meet the needs of the development of tourism and hotel industry in China, improve the design, construction, management and service level of foreign-related tourist hotels, and protect the interests of hotel operators and tourism consumers, so as to make them have China characteristics and meet international standards.
article 2 the national star rating of foreign-related tourist hotels is based on the national standard "star rating of foreign-related tourist hotels" (GB/T14318-19972112).
article 3 the star rating of a hotel mainly reflects the demands of different levels of tourists, which indicates the consistency of hotel design, architecture, decoration, facilities and equipment, service items and service level with the demands of different levels of this kind of consumers, and the satisfaction of all hotel guests and their recognition.
II. Scope and duration of star rating
Article 4 All foreign-related tourist hotels that have officially opened for more than one year in the People's Republic of China may apply for star rating. Those who reach the corresponding star standard can enjoy the five-year right to use the star and its logo. After the expiration of five years, the hotel must reapply for the corresponding star rating.
Article 5 A hotel that has been officially opened for less than one year may declare its preliminary star rating. Those who reach the corresponding star standard can enjoy the one-year use right of the preparatory star and its logo.
III. Organization and authority of star rating
Article 6 The highest decision-making authority for star rating of foreign-related hotels in China is the National Tourism Administration. Its duty is to guide and supervise the work of hotel star rating agencies at all levels.
article 7 the national tourism administration shall set up a hotel star rating agency, which shall be responsible for leading the star rating of foreign-related hotels in the country, guiding and supervising the star rating agencies of hotels in all provinces, autonomous regions and municipalities directly under the central government, and be specifically responsible for rating four-star and five-star hotels in the country. The preliminary evaluation, final evaluation and review of national five-star hotels (including five-star hotels, the same below) retain the veto power over hotels below four-star rated by star rating agencies at all levels.
Article 8 The tourism bureaus of provinces, autonomous regions and municipalities directly under the Central Government shall set up hotel star rating agencies, which, under the leadership of the National Tourism Administration, shall be responsible for the star rating of foreign-related hotels in the region, and shall be specifically responsible for the evaluation of one-star, two-star and three-star hotels in the region, and the evaluation results of one-star and two-star hotels shall be reported to the hotel star rating agencies of the National Tourism Administration for the record; The evaluation results of three-star hotels shall be reported to the hotel star rating agency of the National Tourism Administration for confirmation, and shall be responsible for recommending four-star and five-star hotels to the hotel star rating agency of the National Tourism Administration. . Specifically responsible for the evaluation and review of four-star hotels in the region (including four-star hotels, the same below), retaining the veto power over hotels rated by star rating agencies at prefecture, state, city and county, and being responsible for recommending five-star hotels to the National Tourism Administration. The approval and star rating report of hotels rated below four stars shall be reported to the hotel star rating agency of the National Tourism Administration for the record within one month.
article 9 under the guidance of the tourism bureaus of provinces, autonomous regions and municipalities directly under the central government, the tourism bureaus of cities under separate state planning, sub-provincial cities and excellent tourist cities at the prefecture (city) level shall be specifically responsible for the evaluation and review of three-star hotels in their respective regions, retain the veto power over hotels rated below two-star by county-level star rating agencies, and recommend four-star hotels to the tourism bureaus of their respective provinces, autonomous regions. The approval and star rating report of hotels rated below three stars shall be reported to the National Tourism Administration and the tourism bureaus of the provinces and autonomous regions where they are located for the record within one month.
Article 11 The prefecture-level tourism bureaus of non-excellent tourist cities and the county-level tourism bureaus of excellent tourist cities, under the guidance of the higher-level tourism bureaus, are specifically responsible for the evaluation and review of the two-star hotels in their respective regions, and recommend three-star hotels to the higher-level tourism bureaus. The approval and star report of the hotel below two stars shall be submitted to the National Tourism Bureau and the tourism bureau of the province or autonomous region for the record within one month.
iv. star rating methods
article 11 hotel star ratings are assessed by using the following documents:
1. national standard of "star rating of foreign-related hotels in tourism" (GB/T14318-19972112);
2. grading standards for facilities and related services in the classification and evaluation of tourist hotels with foreign elements
3. grading and evaluation standards for maintenance and cleanliness of facilities and equipment in the classification and evaluation of tourist hotels with foreign elements
4. grading standards for service quality in the classification and evaluation of tourist hotels with foreign elements
5. grading and evaluation of hotel stars, service and management system
Classification and evaluation of guest opinions evaluation standard customer service quality perception system
Article 12 If a hotel applying for a star rating fails to meet the requirements of the necessary items in Classification and Evaluation of Star Rating of Foreign-related Hotels in Tourism (GB/T14318-19972112), or fails to reach the minimum score of the number of items specified by the corresponding star rating in the selected items, it will not be able to obtain the applied star rating.
Article 13 For hotels applying for star rating, if they can't reach the deserved score stipulated in the grading standard of facilities and related services in the Classification and Evaluation of Star Rating of Foreign-related Hotels, or can't reach the evaluation standard of maintenance and cleanliness of facilities and equipment in the Classification and Evaluation of Star Rating of Foreign-related Hotels, the evaluation standard of service quality in the Classification and Evaluation of Star Rating of Foreign-related Hotels, the evaluation standard of guest opinions, and the service and management system.
Article 14 The star rating obtained by a hotel indicates that all buildings, facilities, equipment and services of the hotel are at the same level. If the hotel is composed of several buildings with different building levels or facilities and equipment standards, the hotel star rating agency shall evaluate the star rating according to the actual standard of each building. After the star rating, the buildings with different stars shall not continue to use the same hotel name, otherwise the star rating of the hotel will be invalid.
article 15 all the areas in the hotel building, including the rental business area, should be a whole, and in the process of star rating inspection, they should not be treated differently because of the separation of property rights, management rights and management rights in a certain area.
article 16 after a hotel is rated as a star, if the building standards, facilities, equipment and service standards change due to renovation, or if the service facilities and equipment specified in the star standard need to be closed, or some service items specified in the star standard need to be cancelled or changed, so that the hotel cannot meet the star standard, it must report to the star rating agency of the original hotel for review or re-evaluation, otherwise the original star rating of the hotel will be invalid. It must be approved by the hotel star rating agency, otherwise the hotel star rating will be invalid.
article 17 after a hotel is rated as a star, if there are changes in building standards, facilities and equipment and service standards due to renovation, it must apply to the hotel star rating agency for re-rating, and the original star rating of the hotel is invalid.
V. Checking star rating system
Article 18 The specific work of hotel star rating shall be undertaken by star standard inspectors, and the specific management measures shall be implemented in accordance with the "Star Standard Inspector System of Foreign-related Hotels in the People's Republic of China".
Article 19 The star rating of each hotel shall be applied, evaluated and approved according to the following procedures.
1. apply. The hotel applying for star rating shall submit the application materials for hotel star rating to the corresponding star rating agency on the basis of full preparation. The application materials shall at least include the following components: the hotel's star-rated report, a description of self-examination and self-evaluation, and other necessary text and picture materials.
2. evaluation. After receiving the application report of hotel star rating, the star rating agency shall appoint a star standard inspector to assess it within one month. For hotels that have not passed the evaluation, the star rating agencies should strengthen guidance, and after receiving the report of hotel rectification and re-evaluation, they should appoint inspectors to evaluate again within one month.
3. reply. For hotels that have reached the standard after assessment, the star rating agencies should give timely approval and award certificates and signs.
VI. star review and handling system
Article 21 For hotels that have been rated as stars, the star rating agencies shall follow the classification and evaluation of stars in foreign-related tourist hotels (GB/T14318-19972112), the evaluation standards of maintenance and cleanliness of facilities and equipment, and the evaluation standards of service quality in foreign-related tourist hotels.
article 21 the hotel star rating agencies of the tourism bureaus of provinces, autonomous regions and municipalities directly under the central government shall make plans and organize their implementation, and the hotel star rating agencies of the national tourism administration shall conduct the review in a planned and focused manner. The star rating agency of the National Tourism Administration leads the review of national star hotels in a unified way.
Article 22 The method of review is a combination of regular and unannounced visits. The review work should be based on the self-examination and correction report of the star standard inspectors within the enterprise, and the star rating agencies should appoint national or local star standard inspectors to conduct regular and unannounced visits. If it is found that the hotel can not meet the requirements in any standard, the inspector has the right to suggest that the hotel star rating agency issue a warning notice, informed criticism, reduce or cancel the star rating according to the specific situation.
article 23 after the review, the inspector shall write a review report and notify the top management of the hotel. The review report of one-star, two-star and three-star hotels shall be submitted to the star rating agencies of the tourism bureaus of provinces, autonomous regions and municipalities directly under the Central Government and to the hotel star rating agencies of the National Tourism Administration. The inspector shall inform the hotel management of the review and submit a review report to the star rating agencies, which will report the review results in the region step by step on the basis of summary.
Article 24 If a hotel that has obtained a star rating fails to meet the requirements of the above-mentioned corresponding standards after review, the specific treatment methods are as follows:
1. If the hotel fails to meet the requirements of any of the above-mentioned standards, the star rating agency of foreign-related hotels will issue a warning notice, informed criticism, reduce or cancel the star rating according to the specific inspection results, and publicize the treatment results within the corresponding scope.
2. In addition to regularly checking the hotel star rating, inspectors at all levels are appointed by the star rating agencies of foreign-related tourist hotels according to the prescribed authority to make unannounced visits to the hotel at any time. If they find that the inspected hotel fails to meet the requirements in any standard, the inspectors have the right to suggest that the star rating agencies of foreign-related tourist hotels issue a warning notice, informed criticism, reduce or cancel the star rating according to the specific circumstances. If the situation is true and handled properly, the star rating agencies of foreign-related hotels should adopt the inspectors' suggestions.
3. After receiving the warning notice, the notice of informed criticism, and the notice of reducing or canceling the star rating, the hotel must seriously rectify and improve the work and report the rectification to the corresponding hotel star rating agency related to foreign tourism within the prescribed time limit.
4. Hotels that have received warning notices not more than twice (including twice) or once from informed criticism within one year can continue to maintain their original star rating. Hotels that have received warning notices more than twice or three times or more than once from informed criticism within one year, the star rating agencies of foreign-related hotels should reduce or cancel their star ratings and announce them to the public.
5. Any hotel whose star rating has been reduced or cancelled will not be restored to its original star rating within half a year from the date of reduction or cancellation. After half a year, you can reapply for star rating.
Article 25 The authority of star rating agencies of foreign-related tourist hotels at all levels to issue warning notices, informed criticism and reduce or cancel the star rating of hotels is as follows:
1. If one-star, two-star, three-star and four-star hotels fail to meet the standards, the star rating agencies of tourist bureaus at all levels of provinces, autonomous regions and municipalities directly under the Central Government have the right to issue warning notices, informed criticism and reduce or cancel the star rating of hotels according to the duties of hotel star rating, and report to the star rating agencies of the National Tourism Administration for the record.
2. 4. If a five-star hotel fails to meet the prescribed standards, the hotel star rating agencies of the tourism bureaus of provinces, autonomous regions and municipalities directly under the Central Government have the right to issue warning notices and informed criticism, and report them to the hotel star rating agencies of the National Tourism Administration for the record; If the star rating is reduced or cancelled, it must be reported to the hotel star rating agency of the National Tourism Administration for approval.
3. The hotel star rating agencies of the National Tourism Administration have the right to issue a warning notice, informed criticism, reduce or cancel the star rating of hotels that fail to meet the standards, and according to the problems detected, after notifying the hotel star rating agencies of provinces, autonomous regions and municipalities directly under the Central Government.
article 26 if a major accident occurs in each star-rated hotel, causing adverse effects, the star rating agencies of foreign-related tourist hotels at all levels may directly reduce or cancel their star ratings within the scope of their duties (the handling authority is the same as above).
article 27 the review work should be combined with the quality service of the hotel industry, and those who not only meet the star standard but also provide quality service and are unanimously praised by the guests, especially the maintenance and cleaning of facilities and equipment.