When I used to think of five star properties, I thought museum-quality, but now I know better. Not all five star ratings are based on the same criteria. There is no universal industry standard.
In some countries, hotels are given star ratings by government-affiliated tourist agencies, which rely on simple evaluation of things like the layout of the room and room rates.
Therefore, know your source and how that rating is achieved. Is it the government, the readers or professional reviewers that decide? Is the rating purchased, earned, polled, or is it self-proclaimed? These are not necessarily mutually exclusive; a property can use any or all of the above methods to label themselves, ‘five star.”
During a recent girl’s weekend, I stayed at a destination spa whose rating would make you think you were going to be treated as a queen or king. After one day, I actually phoned the general manager and personally asked him how his property possibly obtained the rating it did.
The General Manager seemed very surprised to hear that:
• We had to climb on stepladders in the spa to get our own robes. Granted we were there to exercise but the stair master would have sufficed.
• It was great that they provided herbal tea but a bit disconcerting that the tea cups we set down the evening before remained in the same exact spot the next afternoon
• We were escorted to our rooms but never given an orientation of the facilities–which is the norm at most spas. Of course I can read a map but should I have to?
• The concierge service was frightfully limited, only booking tours for the surrounding area. How can a concierge not know hours of operation for local boutiques, galleries, or other local stores?
• The spa reception staff did not know their own services, and had to look up descriptions before explaining them so that we could knowledgeably book. Both in person and on the phone, we became very restless being put on hold for what we considered basic questions.
• And housekeeping was more concerned about completing their duties than the comfort of their guests. The supervisor and three of her staff barged in, without knocking, and found us less than fully clothed. They do provide robes, but it would be nice to have prior warning to know to put them on.
The Manager’s response was to blame it on new staff, and to his credit, he did send us a nice basket with wine and other goodies. However, this experience reinforced the fact that ratings are very subjective.
(And by the way, this property can be reserved on Leading Hotels of the World, Five Star Alliance, and it has won awards on both Travel and Leisure and Conde Nast)
Ratings are often marketing tools and not necessarily intended to provide a consumer unbiased information. That means that the same category of property– is not necessarily the same.
When the source is Readers’ Choice, it is very important to recognize that all readers have different standards and may have varied levels of travel experiences.
For the record, I know I have exceptionally high standards, but if a property is labeled as five star and charges top dollar, shouldn’t I?