EU - Classification systems – why are they so different?

Using human factor greatly influences the performance of work, lead to the impossibility of standardization of operations and presents a problem in the work of the hotel. Therefore, lately, more and more hotels go towards standardization of services. The standard establishes criteria under which an estimated level of customer service and overall work of staff involved in providing services.
However, hotel companies are targeting to attract, retain customers using a variety of loyalty programs and providing a wide range of quality services to meet customer preferences.


The classification is a coded form of summary of the level of comfort and range of services.
The objectives of adopting a formal system of classification are:

• customer information,
• possibility of differentiating hotels to implement differentiated policies,
• possibility of exercising an increasing tax burden on products (hotels) of luxury, as a special case of the previous target,
• possible regulation of the rates,
• “education” of Hotels, the purpose of steering the direction of modernization of hotels,
• facilitate communication, the conclusion of contracts and monitoring their compliance with the tourism agencies.

Each of the countries of the world, because of cultural traditions, national and otherwise, are using specific rating systems, which prevent the application of a single classification system worldwide.
The possible criteria for the classification of hospitality establishments, which the World Tourism Organization (WTO) takes into consideration, are:

a) The level of comfort:

• Luxury (4 * and 5 *);
• Medium level;
• Modest class.

b) The location of the territory:

• The season;
• Mountain;
• In treatment areas;
• In cities (center or periphery, possibly towards the airport);
• Along the road.

c) The purpose functional / on time of stay of guests:

• Transit; 
• Special purpose.

d) The operating system:

• Open permanently;
• Seasonal.

e) The form of exploitation:

• Individual service;
• Association (voluntary hotel chains);
• Companies or groups (integrated hotel chains).

f) The form of ownership:

• Personal property;
• Private;
• State property; 
• Or cooperative;
• Public property;
• Public ownership of international concern;
• Joint ownership.

g) The accommodation capacity:

• Small hotels (up to 150 seats);
• Hotels medium (151 -400 seats);
• Large hotels (over 400 seats).

h) The target market:

• Trade;
• Interest;
• Vacation.

i) The standards of service and facilities offered:

• Full-service hotels;
• Economic hotels;
• Self-catering hotel.

One of the basic classification criteria is the level of comfort - a complex criterion, composed of the following parameters:

• Surface of accommodation (m2), share accommodation, single rooms and those withmore beds, number of accommodation with many rooms, the presence of utilities; 
• Condition of furniture, inventory, and sanitary ware;
• Presence and status of food courts;
• Buildings, access roads, land-view;
• Providing of technical services, including the presence of telephone connections and satellite, the TVs, refrigerators, mini-bars, mini-safes; 
• The possibility of providing additional services. 

There are over 30 hotels classification schemes where the level of comfort, the commonest being:

• European systems / systems of stars;
• System of letters;
• System “crowns”;
• System of levels.

To understand the essence of classification systems of hotels by the level of comfort the most important aspect is the regulatory framework in international practice. There are two different approaches in elaborating the legislative acts:
1. The first requires the involvement of state bodies, so there is the state system of classification of hotels according to their degree of comfort.
2. The second method involves the standardization work is carried out by unions and professional organizations.
In addition classification systems developed by state bodies and professional systems are
developed by marketing companies, or authorities in the professional environment. These ratings wearing a subjective nature are based on categories like: notoriety of the hotel, moral climate, and standard set of services.