| setting out to research a hotel for an upcoming stay, | | | | for the Ritz-Carlton San Juan Hotel, Spa and Casino. |
| sorting through, and better yet, understanding the | | | | He also spent 11 years working with Hyatt in various |
| various hotel ratings out there can be overwhelming. | | | | capacities of hotel management. |
| There are many online travel companies that have | | | | AAA: Saves Travelers Time, Money and Worries |
| created hotel ratings and criteria in addition to a | | | | AAA has over 100 years of experience in the travel |
| multitude of travel guides. Some use stars, others use | | | | industry. Their rating system is based on diamonds |
| checks, while even more use symbols or number | | | | rather than stars and the five-diamond is the ultimate in |
| scales. So, what’s a traveler to do? | | | | luxury travel and reserved for less than 0.25 percent |
| Whether planning a family vacation to the beach or a | | | | of properties in North America. Five diamond hotels |
| luxury mountain getaway, travelers can rarely go | | | | must consistently reflect the criteria’s |
| wrong, if they depend on the classics: Mobil Travel | | | | characteristics in physical attributes and level of guest |
| Guide or AAA. | | | | services. |
| Mobil Travel Guide: Gold-Star Planning | | | | Physical attributes include a wide array of areas to be |
| The Mobil Travel Guide has been working to help | | | | inspected and include overall curb appeal; quality of |
| business and leisure travelers for almost 50 years. | | | | furnishings, décor, and floor coverings; condition |
| Their system is based on stars and ranges from one | | | | of corridors, public restrooms, guest rooms; and much |
| to five with five being exceptional. According to Mobil | | | | more. |
| travel Guide statistics, in North America, there are | | | | “No detail is overlooked,” says Gibson. |
| approximately 50,000 hotels, of which Mobil Travel | | | | “When it comes to ratings, the criteria are very |
| Guide recommends approximately 9,000. | | | | specific.” |
| So, how does it work? Basically, there are two steps | | | | For example, when evaluating a closet, a one-diamond |
| involved: a facility inspection and a service evaluation. | | | | rating would be awarded for an open-wall with a |
| An inspector visits the hotel, and does not usually call | | | | mounted clothes rack; two diamonds: semi-enclosed |
| ahead during the facility inspection. He or she uses a | | | | clothes hanging area with detachable, wood, plastic, |
| checklist to evaluate cleanliness, physical condition and | | | | metal or heavy metal hangars; three diamonds: |
| location. This inspection results in a Mobil one, two or | | | | fully-enclosed clothes hanging space with at least six |
| three-star rating. Step two, the service evaluation, may | | | | wood or plastic removable, matching hangars; three |
| qualify the hotel for a four, or even five-star rating. This | | | | diamonds plus: at least eight open-hook wood hangars; |
| time the inspector is anonymous and the hotel will not | | | | four diamond plus: at least 10 hangars and illumination in |
| know that he or she is representing Mobil Travel Guide. | | | | the closet. |
| This evaluation is based on more than 500 service | | | | Service is also held accountable for very specific |
| standards. | | | | factors. At check-in, does the bellperson offer to fill the |
| “For instance,” explains James Gibson, | | | | ice bucket? If room service is ordered, is it delivered |
| Managing Director for the Residences at Biltmore, a | | | | within five minutes of the estimated time? At check |
| condo hotel based in Asheville, NC, “Does the | | | | out, does the bellperson inquire about the |
| guest have to ask for assistance or are their needs | | | | guest’s stay? And, the list goes on. |
| anticipated? At check-in, are they addressed by their | | | | Hotel Rating Maintenance |
| name? There are many service points to consider and | | | | “In order to maintain high level ratings, yearly |
| inspectors typically spend two-three days at the | | | | site visits are performed and consistent service and |
| hotel.” | | | | products must be delivered,” says Gibson. |
| Service is always important, but at the four and | | | | It is important for travelers to be well informed about |
| five-star level, it is truly scrutinized to the point of | | | | the rating systems so they can determine the |
| perfection. For example, luggage is either delivered to | | | | appropriate accommodations to best suit their travel |
| the room within 10 minutes, or it’s not, there is | | | | needs and budget. So, if it’s a travel concierge |
| no grey area. The staff at Mobil Travel Guide use | | | | you are seeking to aid in making a business trip |
| checklists, stopwatches and recorders to make their | | | | smoother or you are simply planning a summer |
| findings as accurate as possible. | | | | vacation or romantic mountain getaway, make sure |
| Gibson is not new to the hotel rating system. He is a | | | | you do your homework and avoid being an accidental |
| 20-year hospitality veteran and prior to working at the | | | | tourist. |
| Residences at Biltmore, he served as Hotel Manager | | | | |