Seeing Stars - How Do the Hotel Rating Systems Really Work?
When booking a hotel or choosing a restaurant, sight unseen, many of us rely on a rating system to narrow down our choices. Whether it's the diamonds of the American automobile Association, the stars of the Mobil Guide, or the smiley faces of Travelocity's customer ratings, we know that the more of them we see (usually within a range of one-to-five), the better (and more expensive) the accommodations or meal will be.
Unfortunately, there are many different rating systems, and, like family members, they often disagree. Add to these the customer comments that are increasingly available from a variety of sources, and you might feel as though you are trying to reach a consensus in the middle of a freeway, at rush hour.
Travelers use rating systems to save some research time by narrowing down their options. Some people know that they want a level of comfort and luxury, and that they probably won't be satisfied with anything under that (mid-to-upper) level. Others may be looking for the basics only, having decided to save their money for another (travel, entertainment) aspect of their trip.
Some rating systems are reliable, others are less valuable. If you trust the organization, and the values by which they judge properties, you can probably rely on their system. Most rating systems (such as AAA, Mobil, Zagat, etc.) publish the criteria by which they judge properties on their websites or publications. What makes these systems more reliable than, for example, only using "customer comments" as your guide, is that AAA or Mobil use the same set of criteria to judge each property. With individual comments, you must take into consideration that their own experience (and moods and expectations, etc.) also influenced their reaction. However, customer comments can be ideal for offering that "tip" that may not be covered by any combination of stars or diamonds: "Be sure to ask for a room away from the pool, or you'll be up all night!"
If you are traveling for a special reason (business, wedding, honeymoon), you no doubt have relied on professional resources and sites to plan your trip. These can be invaluable resources in choosing your accommodations, dining and entertainment options. When Lisa Light travels around the world, reviewing hotels and resorts, she is judging them from a special set of criteria: "Does it have all the requisite elements to host a destination wedding?" "Can I recommend this to couples as a wedding or honeymoon destination?" Rooms may be beautifully appointed, but does the hotel offer high levels of both privacy and service? What are the scenic backdrops for photos? For larger guest lists, are there activities for everyone? How knowledgeable and experienced are the event staff? How romantic is the ambiance?
Perhaps the most important criteria which Lisa Light uses to judge properties is the quality and graciousness of the service. There are many fabulous destinations, incredible vistas and extraordinary locations to choose from for a wedding and/or honeymoon. And a married couple will no doubt take a lifetime of trips together. But the memories of their wedding travels will last, and have an importance, like no others. When Lisa reviews a hotel or resort, she is looking at it not as just another vacation possibility. Beyond the amenities and luxuries, she knows that there is no substitute for warm, gracious, and caring service. It can make all the difference in the world!
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