What is the service standard of a five-star hotel?

provisions of the people's Republic of China on star rating of foreign-related tourist hotels

1. General provisions

1. In order to meet the needs of the development of international tourism in China, these provisions are formulated to improve the management and service level of foreign-related tourist hotels as soon as possible, so that they not only have China characteristics, but also meet international standards and protect the interests of tourism consumers.

2. The star rating of foreign-related hotels in China is conducted according to the Star Standard of Foreign-related Hotels in China formulated by the national tourism administration department.

3. The Star Standard for Foreign-related Hotels in the People's Republic of China classifies hotels according to one star, two stars, three stars, four stars and five stars.

4. The star rating of the hotel mainly reflects the needs of different levels of tourists, and indicates the consistency of architecture, decoration, equipment, facilities, service items and service levels with this demand and the satisfaction of all hotel guests.

II. Scope of star rating

5. All state-owned, collective, joint venture, sole proprietorship and cooperative hotels and resorts that are engaged in receiving foreigners, overseas Chinese, overseas Chinese, compatriots from Hong Kong, Macao and Taiwan, and domestic people and have been officially opened for more than one year are within the scope of these provisions.

6. Any hotel that is ready to open or officially opened for less than one year will be given a preliminary star rating, and the star rating will not be officially evaluated until one year after the official opening of the hotel.

III. Organization and authority of star rating

7. The highest authority for star rating of foreign-related hotels in China is the National Tourism Administration.

8. The National Tourism Administration has set up a hotel star rating structure, which is responsible for leading the star rating of foreign-related hotels in China, and is specifically responsible for rating three-,four-and five-star hotels in China.

9. 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 and two-star hotels in the region, and the evaluation results shall be reported to the hotel star rating agencies of the National Tourism Administration for the record; After the initial evaluation of the three-star hotels in this area, it is reported to the hotel star rating agency of the National Tourism Administration for confirmation, and it is responsible for recommending four-star and five-star hotels to the hotel star rating agency of the National Tourism Administration.

IV. Basis for star rating

1. The star rating of a hotel is determined by comprehensive investigation and comprehensive balance according to the hotel's construction, decoration, equipment, facilities, maintenance, management level, service quality and service items.

V. Evaluation method of star rating

11. Hotel star rating is determined by the comprehensive evaluation method of hotel prerequisites and inspection scores. The following documents are used to evaluate star-rated hotels: project 1, building facilities and equipment; Service items. Project 2, facilities and equipment inspection score table; Item 3: Maintenance and Inspection Score Sheet; Project four, cleaning and hygiene inspection score table; Project five, service quality inspection score table; Item 6, guest satisfaction questionnaire.

12. For hotels built before January 1, 1983, if individual facilities and equipment fail to meet the standards specified in Project 1, the hotel construction assessment agency will deal with them according to the relevant provisions of the Detailed Facilities Rules. Hotels built after January 1, 1983 will not get the applied star rating if the same situation happens.

13. If the hotel applying for star rating fails to reach the deserved score specified in Item 2 and the scoring rate specified in Items 3 to 6, it will not get the applied star rating.

14. The star rating obtained by the hotel indicates that all buildings, facilities, equipment and services of the hotel are at the same level. If a hotel consists of several buildings with different facilities and equipment standards, the hotel star rating agency will assess the star rating according to the actual standard of each building. After the star rating, the buildings with different stars may not continue to use the same hotel name, otherwise the hotel star rating will be invalid.

15. After a hotel obtains a star rating, if it needs to close some service facilities and equipment specified in the star rating standard, or cancel or change some service items specified in the star rating standard, it must be approved by the hotel's star rating, otherwise the star rating of the hotel will be invalid.

16. After the hotel has obtained the star rating, it must apply to the hotel star rating agency for re-rating the star rating, otherwise the star rating of the hotel will be invalid.

VI. Inspection System

17. According to the hotel star rating agency of the Tourism Bureau, there are several inspectors at the grade level, who are responsible for the inspection before and after the star rating of all star-rated hotels in the country.

18. The hotel star rating agencies of the tourism bureaus of provinces, autonomous regions and municipalities directly under the Central Government shall have a number of local inspectors, who shall be responsible for the inspection before and after the star rating of all star-rated hotels in the region.

19, inspectors at all levels are unified by the national examination, issued a certificate. Inspectors who have obtained the certificate of conformity are reviewed once every two years.

2. All foreign-related hotels in China must be inspected by inspectors at all levels. Inspectors exercise their functions and powers according to law and are not subject to illegal interference.

21. Each hotel has the responsibility to provide the inspectors with the hotel information and materials according to the facts, reflecting the satisfaction of the guests and providing convenience for the inspectors.

22. Inspectors at all levels must handle affairs impartially and strictly implement regulations and disciplines. If they abuse their powers, engage in malpractices for selfish ends or neglect their duties, they will be punished according to relevant state regulations.

23. If the operation, management and service level of hotels with star rating fail to meet the standard of star rating, the hotel star rating agency of the National Tourism Administration will take the following measures according to its authority: verbal reminder, written warning, fine, informed criticism, temporary reduction of star rating, rectification within a time limit, reduction of star rating, cancellation of star rating and revocation of foreign-related business license. The above penalties shall be imposed on the opening of the business. In violation of the provisions, the situation is serious, which constitutes a crime, and shall be investigated for legal responsibility according to law.

24. According to the inspector's inspection results and guests' opinions, the Tourism Bureau will regularly evaluate the best hotels in the country and award mobile trophies.

VII. Foreign-related business license for tourism

25. The State shall issue a foreign-related business license to foreign-related hotels by the tourism administrative department, namely the Tourism Bureau.