We see a lot of marketing used in the hotel industry, and increasingly, it all feels like it means very little. This is largely due to the continued relaxing of brand standards that we’re seeing, as the major hotel groups want to grow at all costs. For example, you have limited service hotels that are actually pretty full service, and you have hotels that market themselves as boutique, while having hundreds of rooms.
In this post, I thought it would be interesting to discuss the marketing around five star hotels. What is a five star hotel, actually, and how does it differ from a luxury hotel?
In this post:
Hotel star ratings are mostly baloney
Admittedly there’s no right or wrong answer as to what constitutes a five star hotel, because we don’t all have the same agreed upon metrics for what makes a hotel great. Sure, you have organizations like Forbes and AAA that might give hotels five stars, but at times they use some odd metrics to decide on these ratings (like whether there’s a phone next to the toilet).
Similarly, you have other star ratings out there not based on the absolute quality of a hotel, but rather based on how the hotel compares to expectations. That’s what you’ll find on TripAdvisor, and for that matter, in my reviews that’s how I go about giving star ratings to hotels. When someone on TripAdvisor gives a Ritz-Carlton two stars, it’s not because they’re suggesting it’s equivalent to a Motel 6, but rather because it didn’t meet their expectations.
If you ask me, hotel star ratings suffer from the same issue as so many other areas of society that we have to rate. For example, if you take an Uber ride, it’s expected that you’ll give the driver five stars. If a driver consistently gets three stars, they’d be fired. Yet to me, three stars would be average, and giving everyone five stars simply for getting you to your destination in one piece defeats the point of having a rating system, and makes it tough to recognize those who go above and beyond.
Hotels have the same problem. In theory hotels can be one to five stars, yet it seems like almost every hotel wants to consider itself four or five stars, which makes it very hard to differentiate between brands. The major hotel groups love to refer to most of their brands as being “luxury,” “upper upscale,” or “upscale,” even for limited service properties. Yes, admittedly a Hyatt Place is more luxurious than a Knights Inn, but is it actually “upscale?”
Given the “star inflation” that we’ve seen over the years, we’ve seen some people refer to the Burj Al Arab in Dubai as being seven stars (many people claim the hotel markets itself that way, but it’s not the case).
The top-heavy star ratings with hotels also make one wonder how exactly various brands can be differentiated on a star basis. Take Marriott, for example. What are the star ratings for your typical Ritz-Carlton, EDITION, JW Marriott, Autograph Collection, Marriott, Courtyard, etc.? My general take is that:
- Properties like Ritz-Carlton and EDITION are five stars
- Brands like JW Marriott are “upper upscale,” and are four stars (I’d say 4.5 stars, but that’s not really a thing)
- Brands like Marriott, Westin, etc., are “upscale,” and are four stars
- Brands like Aloft and Courtyard are more mid-range properties, and are three stars
Of course the quality of individual properties can vary significantly, but that’s how I view the brands in general. But this also gets at the issue — essentially all hotels belonging to major hotel groups are either three, four, or five stars, leaving little room to differentiate them.
How do I define a five star hotel?
If you ask me, there’s a nuanced difference between a five star hotel and a luxury hotel. By my standard, a five star hotel is one that sort of “checks all the boxes” on paper, but doesn’t necessarily provide a personalized or exceptional experience, which for me, is what defines a hotel as luxury.
For example, I’d say a 300 room Ritz-Carlton might be a five star hotel, but might not be a true luxury hotel. When it comes to five star hotels belonging to the major hotel groups, I’d say that:
- Hilton has Conrad, LXR, and Waldorf Astoria
- Hyatt has Alila and Park Hyatt
- IHG has Regent and Six Senses
- Marriott has EDITION, Ritz-Carlton, St. Regis, and Luxury Collection
Of course let me acknowledge that there’s huge variance in terms of the quality of hotels within each brand. For example, the Hyatt Regency Tashkent, Uzbekistan, markets itself as a five star hotel. It has historically been the city’s best hotel, and by Tashkent standards, it definitely is five stars. But I think we’d agree that if it were next door to the Four Seasons George V Paris, no one would think the two hotels are comparable.
Conversely, there are some hotels belonging to five star hotel brands that really don’t feel luxurious. Nonetheless I think there are certain amenities, services, and features you expect at a five star hotel, that you don’t get at other hotels.
One minor example that comes to mind is daily turndown service. A vast majority of five star hotel brands offer daily turndown service to all guests, while it’s extremely rare to see that at a four star property. It’s a minor thing I can point to that easily captures the difference.
Let me also be clear that five star hotels aren’t necessarily better than non-five star hotels. I’d often rather stay at a 50-room boutique four star hotel than a 400+ room five star hotel. My point isn’t to suggest that luxury hotels are good and all other hotels are bad, but rather to just generally share a framework for how I go about labeling a hotel as being five stars (even if it’s a hotel that doesn’t personally appeal to me).
Bottom line
There’s no right or wrong answer as to what constitutes a luxury or five star hotel. Personally, I think the major hotel groups take too many liberties with how they market their hotel brands. Suggesting that most brands have four or five stars, and are “luxury” or “upper upscale,” makes it tough to differentiate between them.
If you ask me, each major hotel group has two or three five star brands, with the rest falling somewhere below that. I tend to think that all luxury hotels are five stars, while not all five star hotels are luxury.
With how the hotel industry has evolved, I think the bigger takeaway is that we should just stop caring about star ratings, and instead judge each hotel on its own merit, given the inconsistency within each brand.
I appreciate how France has the “Palace” hotel concept, whereby the country’s top hotels are judged by some pretty consistent standards. It’s a bit more reputable than the “World’s 50 Best Hotels” list.
I’m curious to hear from OMAAT readers — what do you consider to be a five star hotel, four star hotel, etc.?
There is no five star hotel in our world. There was, and we enjoyed staying in them. Over the years, we have seen them decline.
1. Property - wear and tear
2. Staff - not up to the standard in service, or in knowledge - yes labor shortages, hiring who one can to maintain a staff
We prefer an old property that has kept its shine. The hotel is spotlessly clean. Despite the...
There is no five star hotel in our world. There was, and we enjoyed staying in them. Over the years, we have seen them decline.
1. Property - wear and tear
2. Staff - not up to the standard in service, or in knowledge - yes labor shortages, hiring who one can to maintain a staff
We prefer an old property that has kept its shine. The hotel is spotlessly clean. Despite the shortage of knowledge on the staff, we can find a few who know the area and what is going on inside the hotel.
5 star is a waste of our funds. Good hotels that keep their shine are worth more than any magazine or agency saying its 5*.
For example, the restaurant scandal in France and Paris, buying their stars. That has simmered down now, but the trading for stars didn't stop.
Use one's best judgement, never mind the Fake Stars.
This article is based completely on opinion and does not clearly define the star system. I am not referring to "stars" that people give when reviewing or the stars given from certain organizations. The stars are based on having certain services or not. I think a little research on what those stars actually represent would have made this article stronger. On a side topic is that of various brands having more services in other markets...
This article is based completely on opinion and does not clearly define the star system. I am not referring to "stars" that people give when reviewing or the stars given from certain organizations. The stars are based on having certain services or not. I think a little research on what those stars actually represent would have made this article stronger. On a side topic is that of various brands having more services in other markets than in the US and/or Europe. Take Four Points or Courtyard in Asia for example.
There is a standard classification scheme in many European countries (24) which has defined characteristics for each category. It is the Hotelstars Union.
One star: WLAN internet access in public areas and in the rooms
24-hour availability, digitally or by telephone
8-hour physical availability at the hotel OR 24-hour self-check-in and check-out
Restaurant (except for breakfast-only-establishments)
Continental breakfast with allergen-friendly products
Cashless payment
Room
Daily room cleaning...
There is a standard classification scheme in many European countries (24) which has defined characteristics for each category. It is the Hotelstars Union.
One star: WLAN internet access in public areas and in the rooms
24-hour availability, digitally or by telephone
8-hour physical availability at the hotel OR 24-hour self-check-in and check-out
Restaurant (except for breakfast-only-establishments)
Continental breakfast with allergen-friendly products
Cashless payment
Room
Daily room cleaning (cancellation option)
Towel change on demand and bed linen change at least once a week
All rooms with shower/WC or bathtub/WC and mirror
Wash lotion or shower gel AND shampoo, bath towel
Blackout facilities
1 seat
Table, desk or similar workstation
Storage facilities
Monitor with TV programme in an appropriate size for the room conditions with remote control
Hygiene articles available on demand
Additional baby cot on demand
International socket adapter, chargers with cable and/or adapter
5 star: 24-hour reception service
Bar or lounge area with service (at least 7 days a week)
Breakfast buffet with waiter service or equivalent breakfast menu
Breakfast menu in room service
Restaurant open 7 days a week
Minibar and 24-hour food and drinks in room service
Valet parking service, concierge, luggage service
Ironing, shoe shine and sewing service
Shuttle service or limousine service
Evening turndown service
Room
Single beds min. 0.90m mattress width
Double beds min. 1.80m mattress width
Full blackout option
Desk with 0.6m² surface area, lighting & power socket
Safe in the room
Iron or steamer and ironing board on demand / ironing room
Bathrobe and slippers in the room
Thailand Ministry of Tourism and Sport does have a standard and scoring matrix for 1-5 stars rating based on almost 400 evaluation criteria each with different weighting score. The hotel needs to achieve at least 95% overall score on applicable criteria to be considered passed for each rating. (Different star rating has different applicable evaluating criteria of course)
The standard was updated 10 years ago so it might not have included some modern development/norms...
Thailand Ministry of Tourism and Sport does have a standard and scoring matrix for 1-5 stars rating based on almost 400 evaluation criteria each with different weighting score. The hotel needs to achieve at least 95% overall score on applicable criteria to be considered passed for each rating. (Different star rating has different applicable evaluating criteria of course)
The standard was updated 10 years ago so it might not have included some modern development/norms but I think it is pretty comprehensive including location, lobby, facility, restaurant, room, amenities, service, parking, hallway, and separated criteria for suite-level room and executive floor. Unfortunately, all documents are in Thai.
https://www.dot.go.th/storage/06_01_2019/PRuL43DwxIFLPX7MiGGC1o1XuRb1G8PV0a7cSvZR.pdf
As others have said, the star rating classification is based on measurable criteria and applies in a substantial number of jurisdictions, the only problem being that each country (and sometimes even each state/region) will have its own criteria. In some cases, hotels may even be actively avoiding meeting one or two of those criteria in order to dodge the increased cost/bureaucracy that comes with being a 5-star (or whatever) property - e.g. the higher levels...
As others have said, the star rating classification is based on measurable criteria and applies in a substantial number of jurisdictions, the only problem being that each country (and sometimes even each state/region) will have its own criteria. In some cases, hotels may even be actively avoiding meeting one or two of those criteria in order to dodge the increased cost/bureaucracy that comes with being a 5-star (or whatever) property - e.g. the higher levels of municipal tourism tax on overnight stays.
The fact that a hotel meets some criteria doesn't mean that it actually provides a better customer experience - in fact, conference rooms and associated facilities often lift the star rating while degrading the experience for the individual guest. It must be lots of fun checking in behind 50 people who've just arrived on a coach chartered by the 23rd East African Microbiology Convention - if you're really lucky, you might even overhear some exciting conversations about lab analyses of human excrement.
Against that backdrop, your subjective classification, or indeed anyone else's, along the lines of 'if it's an Ibis it's 2 stars, but if it's a Mandarin Oriental it's definitely 5' is particularly unhelpful because it further usurps a rating scale which only has any meaning within a tightly-defined context (e.g. after having stayed in maybe 60 different hotels in various parts Spain, I have a reasonable idea of what to expect when I see the plaque by the main entrance denoting the star rating).
I suggest that you stick to your personal review ratings which, quite appropriately, do not seem to be an attempt to classify/'define' the hotels in question.
The Intercontinental Tashkent blows the Hyatt Regency out of the water. The Intercon is basically brand-new and has a stunning modern hard product and outstanding service. It is nothing like the average old-school Intercon and it renewed my occasional love for that brand.
This is a very good post that outlines a problem with very frequent travelers. We don't have the time to do the research that some here suggest, and people like me have always used the star system to eliminate hotels from consideration.
For example, the number of stars would identify what hotels I would not stay in (2 star) or those that require an extra layer of research (3 star, due to the large variance...
This is a very good post that outlines a problem with very frequent travelers. We don't have the time to do the research that some here suggest, and people like me have always used the star system to eliminate hotels from consideration.
For example, the number of stars would identify what hotels I would not stay in (2 star) or those that require an extra layer of research (3 star, due to the large variance inside that category). But this was during the time that I mostly traveled within North America and the reliable Mobil and AAA guides still existed.
Currently it's a bit of a problem. Some of the travel bookings sites issue stars to categorize hotels, but the criteria are undisclosed and ratings are obviously biased on things travelers truly don't care, such how much the property pays the booking site in commission.
I have high hope for Michelin starting to rate hotels and hope they do the same. Good job they do with restaurants: apply the same criteria (whether you like it or not) to all properties reviews and do undercover site surveys.
Anyone has any tips of a good source for individual property categories?
This is your chance, Ben. Time for you and Ford to create a startup that finds true five star hotels and gives out awards/certifications to each
If a tire company can convince people to dine certain places, you two experts can convince them on certain hotels
One has resisted jumping into this topic with my own opinions, until I had seen the direction of travel of the other comments. For me the defining features of my choice of 5* hotels are somewhat intangible, being presence and atmosphere.
For instance places like Egypt have their fair share of huge international 5* establishments up and down the Nile. None of the new, chav palaces displays the presence or atmosphere of say the...
One has resisted jumping into this topic with my own opinions, until I had seen the direction of travel of the other comments. For me the defining features of my choice of 5* hotels are somewhat intangible, being presence and atmosphere.
For instance places like Egypt have their fair share of huge international 5* establishments up and down the Nile. None of the new, chav palaces displays the presence or atmosphere of say the Mena House in Giza, The Old Cataract at Aswan or the Winter Palace a Luxor.
Even Agatha Christie or T.E. Lawrence would never have described The Baron Hotel, Aleppo, as 5*, even in its heyday, but in 2009 it still possessed 5* presence and atmosphere in a 2* building.
I defy anyone who has ever stayed in any of the Gulf States, glass and glitz monstrosities, to tell me that they possess true atmosphere. Yet, travel to India and stay in a newly built Oberoi Hotel and one will be blown away by the atmosphere alone.
Some might believe that The Broadmoor, in the Springs, CO, is the height of 5* luxury, however, even after over a hundred nights spent there, in some areas the presence is distinctly lacking. Although, the atmosphere can be very ‘entertaining’ to the casual observer.
For my money, the Star Rating is meaningless.
The Broadmoor is incredibly overrated. It's more of a cruise ship with a big emphasis on weddings and meetings among guests on other people's money.
Prior to covid, a five star hotel had 24 hours doormen and bellmen. Each afternoon fresh fruit was in your room awaiting your return. A drink at a table in restaurant or bar was poured directly from the bottle in front of you. 24 hours room service. Complimentary overnight shoe shine and suit pressing. Seperate tub and shower, but for sure no shower curtains. This was standard fare at Peninsula Hotels and Mandarin Oriental.
It still is at Peninsula.
Google and other travel sites (i.e. TripAdvisor) have diluted it. I've always wondered how they get "5 star hotel" when you hover over a property.
There is a very big difference between a "true" 5-star hotel and a generic "5-star hotel" that is 5-stars according to Google.
I've always heard and loved the saying "the difference between a 4-star hotel and a 5-star hotel: a 4-star will provide you with everything you need...
Google and other travel sites (i.e. TripAdvisor) have diluted it. I've always wondered how they get "5 star hotel" when you hover over a property.
There is a very big difference between a "true" 5-star hotel and a generic "5-star hotel" that is 5-stars according to Google.
I've always heard and loved the saying "the difference between a 4-star hotel and a 5-star hotel: a 4-star will provide you with everything you need for a comfortable stay; a 5-star will do it without you needing to ask for those things."
It's simple: the five star hotel gives the booking site a higher commission than the four star one, without the booking side having to ask for it!
I expect a well polished professional staff who is warm and friendly and creates a memorable experience at an exceptional property. I sleep in a good bed every night. I’ve seen amazing views. I’ve eaten good food at excellent restaurants.
The five star hotel treats their employees well who genuinely want to give the guests great service.
Stay at a 4 star hotel instead which can be luxurious but zero f$CKs given by the staff members they could care less.
Most ppl dont get value from a typical 5* hotel. Look at le grand in paris, often 1000 per night yet the standard rooms are tiny. If all youre using the hotel for is to sleep in, what is the point of paying so much for a tiny room?
The service, the amenities, the F&B outlets, etc. In short, the operating standard.
I have no use for a larger room in Paris, where I'm out of the room all the time (you're in Paris, what do you use a room for??.
But I totally value the great services, especially if I am in need (fall sick, have an emergency), an outstanding concierge that can book anything I want, and a fabulous room service breakfast to have while doing the morning email catch-up before starting the day.
The AHLA (American Hotel and Lodging Association) does not even define hotels by "Star" ratings. In other countries, especially in Europe, there are definitions of what stars mean by their lodging or tourist bureaus. These mostly relate to onsite services, i.e. 24-hour lobby service, onsite dining, onsite laundry, etc. and not quality of linens and bathroom products. Mostly what we talk about these days with "5-stars" is a subjective marketing term to denote high quality...
The AHLA (American Hotel and Lodging Association) does not even define hotels by "Star" ratings. In other countries, especially in Europe, there are definitions of what stars mean by their lodging or tourist bureaus. These mostly relate to onsite services, i.e. 24-hour lobby service, onsite dining, onsite laundry, etc. and not quality of linens and bathroom products. Mostly what we talk about these days with "5-stars" is a subjective marketing term to denote high quality and is poorly defined. Unfortunately with most high end hotels and midrange even more so, it comes down to how well the property is managed (and the date of construction or the last major renovation). But that's why we turn to trusted internet reviewers ;-) to help us!
Why would the AHLA rate itself? AHLA is a protection racket. Hotel owners join and pay money to have AHLA lobby the government and buy-off politicians. AHLA is not a professional development association. In Europe, many countries or cities base the hotel tax off the star rating. So, there are very objective standards and rating criteria for each star classification.
Very good points. In Italy, where starts are determined by the government, it's quite common to have four star-quality hotels being officially rated as three-star on purpose, as the owners game the system to qualify for cheaper taxes. Plus you cross over to France, and the official star criteria are totally different.
This is yet another reason is why an independent star evaluation is extremely important.
Well, Italy is always going to be Italy. It's a state of mind, not a real country.
The French standards are excellent. Then again, you'd expect it given their standards for wine and cheese.
I can confirm that as of this year the best hotel in Tashkent by far is the new Intercontinental, I understand that you haven't visited Tashkent since its opening but Tashkent now has a true 5 star hotel that even by Intercontinental standards, the property in Tashkent punches well above. But point taken.
Interesting article, Ben. Without any sort of international standard, as with most things travel your mileage is just going to vary. I can’t say I’ve ever put much thought into the “official” star rating of a hotel when booking a holiday. For a work trip, it has and always will be about location and convenience over service.
~20 years ago you had to shoot in the dark or go based on word of mouth when...
Interesting article, Ben. Without any sort of international standard, as with most things travel your mileage is just going to vary. I can’t say I’ve ever put much thought into the “official” star rating of a hotel when booking a holiday. For a work trip, it has and always will be about location and convenience over service.
~20 years ago you had to shoot in the dark or go based on word of mouth when choosing where to stay. Today at least you can look at aggregate ratings from actual guests and make a more informed decision. Then of course you have hotels and other businesses buying reviews and/or gifting stays to influencers (who may or may not declare that it was a free stay) to improve their standing.
The exclusion of any mention of Accor is disappointing. Ben you need to start giving them a try, they have a significantly gigantic coverage in Europe and Asia throughout categories of all sorts, much larger then even the likes of Hilton, Hyatt and IHG combined in some cities or countries.
Lets keep Accor a secret from the Hyatt loving Americans please.
I agree that One Mile at a Time should have more coverage of Accor, but also Wyndham and Choice. This is, first and foremost, a miles and points blog. Forget the viral aggregation of crazy passenger or flight diversion news.
Maybe not Choice (that program and brand is a joke and only traveled on package holidays stay there), but the exclusion of Accor is really odd. The ALL program is much better then IHG and at the same time the Accor property portfolio is super diverse and significantly large to the point that you can literally find them in almost every random city and country in Europe and Asia. Off course Ben lives in US...
Maybe not Choice (that program and brand is a joke and only traveled on package holidays stay there), but the exclusion of Accor is really odd. The ALL program is much better then IHG and at the same time the Accor property portfolio is super diverse and significantly large to the point that you can literally find them in almost every random city and country in Europe and Asia. Off course Ben lives in US and thus he focuses on US centric programs but he has also recently said he does mostly international flights and trips, and for most part, it is always usually to Asia and Europe, both markets where Accor puts the rest of the American programs into dust. The same goes for many of his viewers and members, most of whom travels abroad a lot and there is a significant number of people here who have also time and time said they will prefer Accor over IHG or even Marriott/Hilton when going to the regions they have presence in
There are so many fantastic hotels in Accor’s luxury portfolio like the Sofitel, SO/, Mondrian, 25hours, Fairmont, Raffles, OneFineStay and some of the best boutique hotels in their partner programs like M Gallery and Art series.
Another thing going for the upper scale Accor properties are that they don’t have the cookie cutter syndrome many of the American programs have. He really needs to start covering them because he is missing out a lot.
If you go by Accor in Australia then Accor has by far the biggest footprint but also the biggest collection of dowdy, frumpy, ugly and downright grotty hotels of any brand. Their attitude has been to transition local brands and chains en-masse, do nothing to improve them other than slap a few Mercure or Pullman logos on the wall.
I end up staying in a fair few Accor properties because they are so ubiquitous...
If you go by Accor in Australia then Accor has by far the biggest footprint but also the biggest collection of dowdy, frumpy, ugly and downright grotty hotels of any brand. Their attitude has been to transition local brands and chains en-masse, do nothing to improve them other than slap a few Mercure or Pullman logos on the wall.
I end up staying in a fair few Accor properties because they are so ubiquitous they are hard to avoid, and I really really do try to avoid them.
Yes accor does have a habit of diluting their mid range brand by slapping the logo on anything they can get their hands on. Case in point is the myriad of Mercure you can find in Singapore. The same goes for Novotel
That said, what Accor does brilliantly is in the luxury and budget sectors. Ibis is fantastic value for money if you want a clean room with a breakfast just for the night and...
Yes accor does have a habit of diluting their mid range brand by slapping the logo on anything they can get their hands on. Case in point is the myriad of Mercure you can find in Singapore. The same goes for Novotel
That said, what Accor does brilliantly is in the luxury and budget sectors. Ibis is fantastic value for money if you want a clean room with a breakfast just for the night and you also have multiple sub brands in ibis, i stayed an entire winter (2 months) in ibis budget in Moscow and i was paying only €30-40/night including breakfast. You find them everywhere Accor is present. As for luxury, they are very distinct and original. For example, the Mondrian in HKG and SIN makes EDITION look like a complete waste of money
There certainly are some fantastic Accor properties in Australia and Asia. The Metropole in Hanoi, for example, is one of our top three hotels anywhere in the world, and one can be assured of a decent experience at any Sofitel branded property. For those who mainly travel in Australia/NZ/Asia, the Accor program is a no brainer, and as the spouse of a Diamond I can tell you there are no complaints about our success scoring elite upgrades, even to very fancy suites.
You are painting with too broad a brush. I quite liked the Playford Adelaide, and a little further afield the Novotel Auckland was a so-so hotel, but the location of a block from arrivals was excellent.
Accord isn't a brand I'd go out of my way to go to, but equally I wouldn't go out of my way to avoid.
There is plenty of value in Choice outside of the US. Some of the preferred properties make Hyatt look like trash.
Accor dug themselves a huge hole in the US by owning Red Roof Inn and Motel 6 back in the day. Still remember the RRI commercials that ended with them saying “an Accor hotel”
They’ve sold those years ago, and they have some fantastic products abroad as others said, but I wonder how much of that “discount motel stink” still resonates with Americans
On the plus side, one major advantage for me as someone who travels in Europe/Asia is that Accor hotels are not overrun with US credit card churners. Elites get very good treatment and you won't see one of those signs on the front desk showing that virtually every guest has Platinum/Diamond etc.
If you have top tier status in Accor (Platinum, Diamond) you earned it through stays/spend.
Please do not shoot this messenger for I am about to quote the words of a charming couple of West Coast American legal beagles. We met them in an hotel coffee shop in Vienna last October.
“In almost any city, in almost any country of the world, the American chain/franchise hotel is usually found to be inferior to a local or none American equivalent”.
Those are not my words, however, one has to agree they do have ‘legs’.
The problem with international chains is that the official star rating is usually a national system, either run by the Ministry of Tourism (or similar) or by the association of the hotel industry. They define certain measurable requirements, e.g., 24h reception, daily housekeeping, in-house restaurant, etc. Some criteria may coincide with the criteria applied by international chains, some may differ. These differences significant enough to lead to different rankings of the same chain brand in...
The problem with international chains is that the official star rating is usually a national system, either run by the Ministry of Tourism (or similar) or by the association of the hotel industry. They define certain measurable requirements, e.g., 24h reception, daily housekeeping, in-house restaurant, etc. Some criteria may coincide with the criteria applied by international chains, some may differ. These differences significant enough to lead to different rankings of the same chain brand in different countries. E.g., I have seen Marriotts or Hiltons (main brand) ranked 5, 4 or 3 stars, depending on the country.
But that's exactly how it should be. Objective criteria, not subjective measures like decor, which is largely based around taste, or how friendly someone was or wasn't.
Even within the United States, there are Marriotts or Hyatt Regencies that are legitimate 4 or 4 1/2 star hotels while there are also Marriotts and Hyatt Regencies that I wouldn't give more than 3 stars to. Brand standards, market demand for services and amenities, and staffing levels...
But that's exactly how it should be. Objective criteria, not subjective measures like decor, which is largely based around taste, or how friendly someone was or wasn't.
Even within the United States, there are Marriotts or Hyatt Regencies that are legitimate 4 or 4 1/2 star hotels while there are also Marriotts and Hyatt Regencies that I wouldn't give more than 3 stars to. Brand standards, market demand for services and amenities, and staffing levels based on labor markets all impact how a Marriott in Asia operates as opposed to a Marriott at an airport in some second-tier US city.
I’ve often thought the star rating for Uber is nuts. Thumbs up / thumbs down would work much better. And Uber could derive a score out of 5 from that.
It might not be possible to define it but you know it when you see it. It's the service level, one has to experience it, and you have to hunt them down. There are expensive hotels and then there are the true luxury hotels. If you want an expensive hotel with mediocre service, you go to a Mandarin Oriental. If you want to experience true luxury service, you go to Claridge's in London.
PS -- It is rare that one would find a true luxury hotel within a traditional hotel network. Most hobbyists' minds are chained to traditional hotel networks. Morpheus bids Neo to step through the looking glass.
Nailed it.
True luxury hotels are not chain hotels.
As a consumer I’m more interested in whether you would give the property 5* based on your experience there versus however the hotel markets itself. Would rather stay at a well reviewed JW Marriott than a poorly reviewed Ritz. Even more so a well reviewed boutique.
Also geographical region / city vs. countryside has a big impact in terms of what I expect from an 5* outside of the room. A 5* in Asia you’ll...
As a consumer I’m more interested in whether you would give the property 5* based on your experience there versus however the hotel markets itself. Would rather stay at a well reviewed JW Marriott than a poorly reviewed Ritz. Even more so a well reviewed boutique.
Also geographical region / city vs. countryside has a big impact in terms of what I expect from an 5* outside of the room. A 5* in Asia you’ll actually get, gasp, hospitality and service. A 5* in the USA - unlikely you’ll experience all that much hospitality and service. As you said, that’s why you’d rather stay at a 50 person high end boutique hotel versus an impersonal 400 room bland “5* hotel”.
End of the day - I think most OMAAT readers have some idea of the brands involved here - almost would like some form of Ben Approves / Critics’ Pick check mark for properties you actually really personally like versus the malaise of 4.5 stars.
Seems as if you are creating expectations within a brand a consistency of Five Stars dependent on the name. First, I don't see Edition as a Five Star brand at all. I would rank it alongside Thompson as Four Stars. Further to that, there are some Edition properties, like NYC that would struggle even with Four stars. While the West Hollywood location might creep closer to five, it's not quite there.
Even with brands that...
Seems as if you are creating expectations within a brand a consistency of Five Stars dependent on the name. First, I don't see Edition as a Five Star brand at all. I would rank it alongside Thompson as Four Stars. Further to that, there are some Edition properties, like NYC that would struggle even with Four stars. While the West Hollywood location might creep closer to five, it's not quite there.
Even with brands that deliver more consistency, like Four Seasons, there can be outliers that don't hit the Five Star category, like the Four Seasons in Houston, which feels like a hacked together old Marriott that has some thrown together luxury touches. Even Peninsula, with fewer properties, has a couple of hotels that struggle for the Five star rating, like Manila with its dated and damp rooms.
I rank hotels from property to property. Brand consistency does not exist and is leading people to disappointment and poor value.
The Peninsula in New York needs updating and has poor service.
A hotel can be "dated" and still be 5 stars. 5 stars is about service, not decor. Look at all the 5-star country house hotels in England. Shabby chic is very much a thing. By your standard, Buckingham Palace would struggle to be more than a 3-star hotel.
Tube TVs. Old four-plug composite video connectors and no HDMI. I'm not being unfair.
@FNT
That is completely absurd. Sorry. A rating places all factors into the equation, not just service. Rooms, furnishings, tech, fixtures all absolutely impact the overall rating in an equal way to service.
AAA defines a AAA five-diamond hotel as: "Ultimate luxury, sophistication and comfort with extraordinary physical attributes, meticulous personalized service, extensive amenities and impeccable standard of excellence."
https://newsroom.aaa.com/wp-content/uploads/2019/06/diamond_rating_guidelines_lodging.pdf
@FNT
Your point being? Seems that you degrade your entire point by quoting AAA (which is funny in itself) as saying, "extraordinary physical attributes."
Meaningless just like the career of most lawyers
Speaking for yourself again Arps …. who are we to disagree!
Like your career?
"Like your career?"
Lady, do you still watch Beavis and Butthead? Once again you add nothing to the conversation, because you are...nothing. And there is nothing (ha!) wrong with that.
Your parents did really saw the future, naming their kid a penis because they knew that their kid would be a penis.
What did you add to the conversation then, I'd ask?
Because it seems like you added nothing, because you are nothing. And there is nothing wrong with that.
Snowflake.
I can’t believe I am saying this but OMAAT’s comments section has been lit lately. I’m seeing people burning each other from politics to whatever. You guys are savages and I love it! lol! And Ben, thank you! Thank you for not deleting every “offensive” comment. I know you are a liberal but definitely not a snowflake like most.
Nearly all lawyers have pointless lives, particularly those who spend 100 hours a week slaving over tedious, monotonous commerical work that achieves nothing but making their indecently rich clients even richer, while they vainly reassure themselves that the veritable pittance they skim off the top makes them a part of the upper classes, an estimation that is entirely inaccurate.
very different opinion here. I think anything that's in marriott "premium" and above are 5 star hotels (with courtyards being 4, super 8 being 3, random motels being 2, and rarely are there 1 star hotels). However within 5 stars there's huge amounts of variance between quality, and realistically we should have 10 stars and not 5 in order to let every hotel in the same starred rating offering similar stuff.
Holy hell SUPER 8 is three stars to you? This is the chain where you can expect to find wet seamen on your pillow when you check into the room.
"...expect to find wet seamen on your pillow..."
How many wet seamen even *fit* on a pillow? It's clear you have experience with this.
If I checked into a hotel and there was even one wet seaman waiting for me on the pillow, that would automatically earn an extra star or two.
…. whomever pulls your oarsman darlink …. :-)
Why not? at least you don't shower standing on the toilet. They have dry-wet seperation bathrooms. also they're made to be hotels, not dormitories.
The first and last time that I stayed at a Super 8 motel (alongside a busy highway in Ohio), the front desk clerk was stationed behind a heavy metal grid and bullet-resistant glass. At least there were no wet (or dry) seamen in the room. So, 1.5 stars.
There’s some dank 4 star days inn , super 8 , Raddisons , and Best Westerns in SE Asia and Africa just not in the US.
To be fair, not much in the US is above 3*. Even the seamen.
I don't have a problem with devaluations. I do have a problem with Hyatt, Marriot, Hilton etc. charging $500+ for a $300 room.
Those franchise fees are hyperinflating the cash cost of chain hotels. Stay at a independent, non-chain hotels and you will really experience 5 stars.
Objective hotel ratings, including strict government classification systems in France and Switzerland, have specific requirements for each star. The difference between a five-star hotel and a four-star hotel is in the range of amenities and services offered. Things like 24/7 room service, bellmen, doormen, turndown service, a dedicated all-day restaurant, etc.
In some countries with rating systems a hotel cannot market itself as five stars if, in fact, it isn't five stars.
For example,...
Objective hotel ratings, including strict government classification systems in France and Switzerland, have specific requirements for each star. The difference between a five-star hotel and a four-star hotel is in the range of amenities and services offered. Things like 24/7 room service, bellmen, doormen, turndown service, a dedicated all-day restaurant, etc.
In some countries with rating systems a hotel cannot market itself as five stars if, in fact, it isn't five stars.
For example, big differences in Europe between a three-star and four-star hotel may be a 24/7 front desk and a restaurant. You go to a lot of independent three-star hotels in Germany, Italy or France and the front desk isn't staffed 24/7. Maybe there's a night porter but that's it.
Exactly!! It's not about whether front desk staff kiss your arse when you show up with status or how the art in the lobby makes you feel. The star ratings are specifically about the service levels available to all guests - not just those who spring for the penthouse suites.
Yes, and if you’re in a German small town your options will latterly be confined to three and even two star properties because of the classification system, however they will likely be small, family run places that I’ve found to often be some of the nicest, most welcoming, friendly and homely places to stay. (Even if pillows are rationed like there’s a global shortage)
Of course locally run small properties are often better than corporate sterile chain hotels.
But they can't afford to pay for a 5* rating.
You said it best here:
"With how the hotel industry has evolved, I think the bigger takeaway is that we should just stop caring about star ratings, and instead judge each hotel on its own merit, given the inconsistency within each brand."
- Find hotels you like to visit through your own visits, research, stuff you prioritize, etc
- Book the best way for each individual trip (points, Virtuoso/STARs/FHR/whatever)
- Maintain basic status...
You said it best here:
"With how the hotel industry has evolved, I think the bigger takeaway is that we should just stop caring about star ratings, and instead judge each hotel on its own merit, given the inconsistency within each brand."
- Find hotels you like to visit through your own visits, research, stuff you prioritize, etc
- Book the best way for each individual trip (points, Virtuoso/STARs/FHR/whatever)
- Maintain basic status in the major programs, but don't stress about reaching higher levels. The one exception is Hyatt Globalist
- Spend less time obsessing about perks deliveries across brands and hotels given they are so inconsistent
- Become regulars at hotels you like, as hotels are increasingly giving perks to regular customers instead of random elites
Golden words.
I know people who go out of their way just to stay at an overpriced Hyatt (or Hilton or whatever) - in a crap area of town, just because they get lounge access to finger foods.
Or people with just an overnight layover, who instead of staying at an airport hotel, will schlep in a taxi for an hour to a Hyatt because loyalty.
Ridiculous behavior