105
Area No. Criterion Points
Others 259
Lounge for hotel guests
(in addition to breakfast room or restaurant)
2
260 Reading and writing room
(separate location)
1
261
Library
(separate location)
2
262 Host/animation programme 3
VII. Quality and Online Activities
Quality Systems 263 Systematic complaint management system208 3 M M M
264 Systematic analysis of guest reviews209 5 M M
265 Quality controls by mystery guesting210
(Proof thereof has to be added to the application.)
10 (M) 211 M
266 Quality management system according EHQ212 or equivalent 10
Online Activities 267 Website213 with updated information and realistic pictures together
with the location of the hotel
5 M M M214
M
214
M
214
268 Website with direct booking option and guest reviews 215 10
269 Active invitation of departing/checked-out guests to write a review
on a portal or on the website
5 M M
Others 270 Eco-label 216 10
VIII. Minimum Points 217
Hotels 90 170 260 400 600
208 A systematic complaint management system includes structured complaint acceptance, evaluation, and response.
209 Active and systematic gathering and evaluation of guest opinions about the quality of the hotels services, analysis of weaknesses, and the realization of improvement.
210 For the Mystery guesting to be accepted the following aspects need to be fulfilled at least once during a classification period: by professional externals upon initiative and on the
account of the hotel, analysed and documented. Hidden (internal) controls e. g. of the hotel chain or cooperation are accepted as equal.
211 Mystery guesting is a minimum criterion in the 4-star-superior-sector.
212 European Hospitality Quality (EHQ) is the European Hospitality Quality scheme launched by HOTREC, the umbrella association of national trade associations representing hotels,
restaurants, cafés, and similar establishments in Europe (cf. ). It serves as a reference model for national and regional quality schemes on European level. E. g. the
initiative “ServiceQualität Deutschland” (cf. www.servicequalitaet- ) is accredited in its entirety.
213 Pictures have to show at least an exterior view, the public area and a room.
214 The website must be at least bilingual.
215 A simple e mail is not accepted.
216 For instance (without implying exclusivity): Austrian Umweltzeichen, DEHOGA Umweltcheck, DINö, EarthCheck, EMAS, EU Ecolabel, Green Globe, Green Key, ISO 14001 or
Viabono.
217 For a “hotel garni” - i. e. a hotel with breakfast only - the number of points to be reached is lowered by 20 points in each category. A “hotel garni” cannot obtain 5 stars.