Adhere to random inspection without prior notice, and monitor the service quality as customers and experts to ensure the effectiveness and objectivity of inspection. 4.1 interviewers are appointed by the rating agencies of tourist star-rated hotels at all levels, and the quality inspectors who stay in the visited hotels in the form of "mysterious guests"

4.1.1 interviewers should stay in the hotels as ordinary tourists when they make a thorough investigation of the hotels.

4.1.2 when making unannounced visits to the hotel, the interviewers shall not disclose their identities, nor shall they reveal their true identities during the inspection of the hotel.

4.1.3 for any hotel, there should be 2-3 interviewers participating in the inspection.

4.1.4 the minimum visiting time of an interviewer in the store is 24 hours and the longest is 72 hours. 4.2 the object of the visit is the tourist hotels that have been rated as stars and obtained the corresponding stars

4.2.1 star-rated hotels are reviewed and visited according to the provisions of the star-rated standards. Under special circumstances, the national tourist star-rated hotel rating agencies will arrange irregular visits.

4.2.2 hotels that have been ordered to rectify within a time limit after the visit are visited once within half a year after the completion of the rectification period. 4.3.1 Platinum five-star and five-star hotels shall be visited by interviewers appointed by the national tourist star hotel evaluation agency.

4.3.2 Four-star and below-star hotels shall be visited by interviewers appointed by the evaluation agencies of tourist star hotels in provinces (autonomous regions and municipalities directly under the Central Government).

4.3.3 The national tourist star hotel assessment agencies may, as appropriate, authorize the tourist star hotel assessment agencies in prefectures, cities or excellent tourist cities within their respective jurisdictions to appoint interviewers to visit hotels with three-star or below.

4.3.4 The national tourist star hotel assessment agencies conduct random sampling visits to hotels below four stars every year. Scoring Checklist for Visiting Standard of Star Hotels (normative appendix)

Scoring Description

A.1.1 standard scores 611 points.

A.1.2 standard is divided into seven major items, such as lobby, guest room, catering, other services, safety facilities and special crowd facilities, overall impression of the hotel and employee requirements. Each major item is divided into several minor items, which are applicable to one to five-star hotels unless otherwise specified. (Items marked with "*" in the scoring table are only applicable to three-,four-and five-star hotels).

A.1.3 "overall comfort" is set in the three core parts, such as the front hall, guest room and catering. When scoring, according to the project standards, those who fully achieve it are excellent, those who are slightly deficient are good, those who are obviously deficient are medium, and those who are seriously deficient are poor.

A.1.4 compliance rate = actual score of the project/standard score of the project ×111%. The minimum overall compliance rate of each star:

One star: 51%

Two stars: 61%

Three stars: 71%

Four stars: 81%

Five stars: 91%

Platinum five stars: 98%

A.1.5 except that the overall compliance rate reaches the specified level. ("Other services" and "safety facilities and special crowd facilities" are not required for one-and two-star hotels). If the compliance rate of any major item fails to meet the specified requirements, it will be deemed as not meeting the standards. For one-and two-star hotels, the items marked with "*" can be deducted from the denominator.

A.1.6 The "backstage area" item in the overall impression of the hotel is not required during unannounced visits, and the score can be removed from the denominator when counting the success rate. However, this item is required during the inspection.

A.1.7 the "recreational service" item in other services is scored according to the actual items of the hotel and the compliance rate is counted. That is, the numerator/denominator changes at the same time.

A.1.8 The evaluation of staff's resilience is set up to examine the crisis handling ability and flexibility of staff in star-rated hotels under the special situation set by interviewers. The purpose of this evaluation is to promote star-rated hotels to improve their personalized and customized service capabilities and improve guest satisfaction. * * * in the standard, there are 21 assessment points for employees' adaptability. Minimum qualification rate requirements for each star:

One star: at least 5 assessment points are randomly selected, with a qualification rate of over 51%

Two star: at least 5 assessment points with a qualification rate of over 61%

Three star: at least 8 assessment points with a qualification rate of over 71%; Four star: at least 12 assessment points with a qualification rate of over 81%

Five star: at least randomly selected. The qualified rate is over 81%

Platinum Five-Star: At least 15 assessment points are randomly selected, and the qualified rate is over 91%

4.5.1 The interviewers live in the hotel as ordinary hotel guests, focusing on the core products such as the hotel lobby, guest rooms and catering, and scoring them.

4.5.2 at the end of the visit, the interviewer will issue the Notice of Visit issued by the corresponding tourist star rating agency and my Star Rating Certificate to the hotel management, and the store will reimburse the round-trip transportation expenses and expenses during the stay (limited to the personal consumption of the interviewer for the purpose of visit), and at the same time, the interviewer will give feedback to the hotel senior management.

4.5.3 after the interview with the direct guest department, if the interviewer thinks it is necessary, he/she can disclose his/her identity and request to check the service of the back office department of the hotel and the overall quality monitoring of the hotel.

4.5.4 after the visit, sort out the scoring situation of the visit within 7 working days, complete the visit report, and report the visit situation to the evaluation agency of the corresponding tourist star hotel.

4.5.5 tourist star rating agencies at all levels shall, according to the visit report, issue opinions on the hotel within one month and make a decision on rewards and punishments.