Hotel classification: Romanian standards and implications

“The hotel we stayed in was a three-star hotel, but it didn't even deserve one star.” – A dissatisfied costumer reviewing a hotel on a travel website.

Hotel classification is a crucial aspect of the hospitality industry, serving as a benchmark for quality and service standards. In Romania, like in many other countries, hotel classification is an essential process that gives customers a clear understanding of what to expect from their accommodation. This article delves into the specifics of hotel classification in Romania, covering standards and their implications for both the hospitality industry and tourists.

 

Historical context and evolution

The concept of hotel classification dates to the early to mid-20th century, with various countries developing their own hotel rating systems. In Romania, hotel classification has evolved alongside socio-economic changes. During the communist era, tourism was state controlled with relatively uniform but low standards. Post-1989, with the fall of communism, Romania opened up to international tourism, necessitating a more robust and internationally comparable hotel classification system.

 

Romanian hotel classification system

The Romanian hotel classification system, regulated by Order no. 65 dated June 10, 2013, of the National Tourism Authority, follows a star-based rating system, similar to many other countries. Hotels are classified into five categories, from one-star to five-star hotels. The classification of hotels, performed by the National Tourism Authority, reflects the quality of services, facilities, and overall guest experience. Tourist accommodation that doesn't meet at least the one-star criteria cannot operate as hotels. The authorities will refuse to issue the required operating license or revoke the existing license.

Percentage of hotels in Romania by star rating, as of July 31, 2023, see more 

 

Criteria for classification

Hotel classification in Romania is based on a detailed set of criteria covering various aspects of the hotel experience. The classification is determined by fulfilling mandatory criteria and achieving a minimum score from additional criteria, divided into several categories:

Room quality and facilities

Room size requirements increase with the star rating: over 16 m2 are required for single rooms in five-star hotels and at least 10 m2 in one-star hotels. Hotels classified as two-star and above have to have a private bathroom for each hotel room.

Cleanliness

All hotels must maintain high hygiene standards, but the frequency and thoroughness of cleaning increase with the star rating. As this is a matter of public safety, the regulations strictly provide that, regardless of their star rating, hotels must respect the minimum cleanliness standards.

Service quality

A 24-hour reception is mandatory for all hotels except one-star hotels. Staff professionalism increases with star rating, requiring more training and language skills: five-star hotels need 75% of the staff to speak an international language, four-star hotels 50%, and three-star hotels 25%. Four- and five-star hotels must have onsite restaurant facilities. And four and five-star hotels must also offer amenities like day bars, café-bars, or entertainment programs. Three-, four- and five-star hotels must also offer breakfast, with or without additional payment.

Safety and accessibility

All hotels must contract security services and provide security vaults. One-, two- and three-star hotels must offer safes at the reception, while four- and five-star hotels need a personal safe in each room. Additionally, ensuring a wheelchair access ramp is mandatory for all hotels. Elevator requirements depend on the hotel's rating – they are mandatory for five-star hotels if the building has at least one upper floor and a minimum of 15 rooms. For lower-rated hotels, more floors and rooms are required in order to mandate elevators.

Parking and additional services

All hotels except one-star hotels must provide parking spaces, with the percentage of parking spots increasing from 20% of the available rooms for two-star to 50% for five-star hotels. The minimum number of rooms for hotels varies, with one and two-star hotels requiring at least 5 and 10 rooms respectively, and higher-rated hotels requiring at least 15 rooms. Additional storage space for luggage is mandatory for all hotels, except one-star hotels, with additional sports equipment storage needed for three-star hotels and above in winter sports areas.

 

Implications for the hospitality industry

The hotel classification system has several significant implications for the Romanian hospitality industry:

Market differentiation

Hotel classification allows for market differentiation, enabling hotels to position themselves within specific market segments. This differentiation helps hotels target their marketing efforts more effectively and attract the desired customer base. For instance, budget hotels can cater to cost-conscious travelers, while luxury hotels can target high-end tourists and business travelers.

Competitive advantage

Hotels that achieve higher star ratings can use this classification as a competitive advantage. A higher star rating often translates to a perception of superior quality, which can attract more guests and justify higher room rates. This competitive edge is particularly important in a market with a wide range of accommodation options.

Investment and development

The classification system encourages investment and development in the hospitality sector. Hotel owners and operators are incentivized to upgrade their facilities and services to achieve higher star ratings. This drive for continuous improvement benefits the overall quality of the hospitality industry.

 

Challenges and criticisms

While the hotel classification system in Romania has many benefits, it's not without its challenges and criticisms. One of the primary criticisms of hotel classification systems is the potential for subjectivity and inconsistency in the application of criteria. Different evaluators may interpret and apply the criteria differently, leading to discrepancies in ratings.

As regards the adaptability to changing standards, given that the hospitality industry is constantly evolving, with new trends and technologies emerging regularly, the classification system must be adaptable to these changes to remain relevant and accurate. For example, the growing importance of sustainability and eco-friendly practices may necessitate updates to the classification criteria. Moreover, several criteria used for classifying hotels are becoming obsolete (eg three-star hotels and above being required to provide a landline phone in each room), while there are no specific criteria related to the Wi-Fi network’s speed.

But the most frequently encountered challenge is guests' perceptions and expectations, which can vary widely, so the star rating system may not always align with individual preferences. Some guests may prioritize certain amenities or services that aren't fully captured by the classification criteria, leading to potential dissatisfaction. Nonetheless, this subjectivity is not limited to the Romanian classification system; it's a widespread reality that cannot be fully accommodated to meet every individual's expectation and preference.

 

HotelStars Union – Romania, observer member

Over time, the growth of the hospitality industry at both national and regional levels has been driven by the collaboration of various industry entities. Across Europe, 21 member countries and five observer nations take part in a standardized rating process by several official bodies, meaning their hotels can achieve from one to five stars, depending on various criteria. HotelStars Union was established by the members of HOTREC (The Confederation of National Associations of Hotels, Restaurants, Cafés and Similar Establishments in the European Union and European Economic Area) in 2009, after adopting the 21 principles regarding setting-up and revising the national/regional hotels classification systems in the European countries, which became the set of criteria used by the organization's members to classify their hotels. The classification in the five categories expressed by stars is similar to that applied in several European countries, including Romania.

The member countries of the HotelStars Union (currently 21 European countries) collaborate to standardize hotel ratings through common criteria and procedures, making it easier for travelers to understand and compare hotel quality across different nations. The initiative aims to improve transparency and consistency in hotel ratings, enhancing the overall guest experience and supporting the hospitality industry in Europe.

Despite the significant influence of the HotelStars Union on hotel ratings across Europe, some countries, such as Romania, France, and Portugal, maintain their own national systems. Romania, however, holds observer status in the HotelStars Union. In contrast, countries like Finland and Norway don't use a star classification system at all. On the other end of the spectrum, Spain and Italy employ numerous regional classifications, with 17 and 20 separate systems respectively, to rank their hotels.

 

Conclusion

The hotel classification system in Romania plays a vital role in ensuring quality and consistency within the hospitality industry. By providing clear standards and benchmarks, the system helps hotels to improve their offerings and help tourists make informed accommodation choices. While there are challenges and areas for improvement, the benefits of the classification system for both the industry and tourists are significant. As Romania continues to develop as a tourist destination, the hotel classification system will remain an essential tool for maintaining and enhancing the quality of hospitality services.

Nonetheless, the trend seems to be moving towards greater integration. As an observer member of the HotelStars Union, Romania is positioned to benefit from the collaborative efforts to standardize hotel ratings across Europe. In the long term, the shift towards cohesion and consistent criteria is expected to further elevate the quality and reliability of hotel classifications, fostering the growth and development of the hospitality industry at both national and international levels.