The Classification Procedure for Hotel and Accommodation Establishments
The Application
The establishment owner applies with the completed questionnaire to the appropriate Professional Group for the Hotel Industry in the Economic Chamber for classification in the desired category, stating their agreement with the criteria of the Austrian Hotels classification system.
Initial Classification
Based on the classification guidelines; the information provided by the establishment owner and the 5-Star committee’s overall impression of the establishment, the Bundesland (state) committee / 5 Star committee then places the establishment in a category. A written summary of the results of the on-site visit is sent to the applicant within 4 weeks. The committee decides by a majority vote.
The Inspection
Establishments which are already categorized are regularly inspected every 3-5 years. In the event of numerous complaints regarding the quality or standard of the establishment, inspection may occur sooner.
On the basis of the results of the inspection, classification may be changed, conditions stipulated, or classification in a particular category completely withdrawn. Each establishment classified in the system also participates in the self-inspection system. This means that the establishment regularly confirms its fulfilment of the criteria relevant to its category in writing to the Professional Group and/or Professional Association. The committee decision is to be sent in writing to the legal managing director and the owner of the establishment. Every establishment which would like to be classified must be a member of the Professional Association for the Hotel Industry. On successful application, the establishments are inspected by the appropriate state committees and/or by the 5 Star committee and receive the requested classification on fulfilment of the criteria required. Along with the normal inspection, with four Star superior and five Star hotels a ‘Mystery Guest’ check is additionally carried out by the committee. Hotels that are already classified are inspected every 3 years. This means that it is guaranteed on the side of the hotel classification that the establishments maintain their standards. In the event of numerous complaints regarding quality or establishment standards, inspection may occur sooner. The guests are therefore able to feel secure that the establishments correspond to the current requirements of the appropriate category.
One to four Stars and four Stars Superior
In each state, a state committee is established at the Professional Group for the Hotel industry in the Economic Chamber. The committee members are appointed by the Professional Group executive. The chairperson is elected by the committee members. The state committee decides with majority votes.
Five Stars
On the federal level, the five Star committee of the Austrian Proffessional Hotel Association operates for the whole of Austria. The committee members are appointed by the Professional Group executive. The chairperson is elected by the committee members. The committee members are not entitled to vote in their own states. The five Star committee is quorate with at least three voting members and decides with majority votes. With new applications, the five Star committee is able to turn down the inspection of the establishment if the minimum criteria are not fulfilled. This takes place subsequent to consultation with the appropriate Professional Group and a thourough checking of the facts. By changes of owners or insolvency, establishments are required to file a new application with the Austrian Professional Hotel Association.
Appeals
The owner of the establishment can appeal the classification or lack of classification by registered letter within 4 weeks of the issuing of the committee decision. The appeal must be justified and the demand explained in full. The appeal is to be submitted to the responsible Professional Group in the appropriate state (one to four Star establishments) or to the Professional Association (five Star establishments). As a rule, the appeal has a suspensive effect, unless the classification committee decides unanimously to reject the suspensive effect of the appeal, particularly if the general rating criteria of the particular classification are not satisfied.
The appeals process
One to four Stars and five Stars
For one to four Star establishments, a regional committee checks the decision of the state committee. With five Star establishments, an inspection committee checks the decision of the five Star committee. The regional and/or inspection committee visits the establishment and completes a report for the senior classification committee. The senior classification committee reaches a decision within seven months. The senior classification committee completes a decision memorandum that outlines the reasons for its decision. The person who initiated the appeal and the responsible Professional Group will be informed of the decision. The establishments pays for the costs of the regional and inspection committees.
Four Stars Superior
The owner of the establishment can appeal a lack of classification in the four Star Superior category by registerd letter to the responsible Proffessional Group within four weeks of the issuing of the committee decision. In the event of an appeal against a negative 'Mystery Guest' decision, a legally sworn expert for the hotel sector will be nominated by the Professional Group, who will once more subject the establishment to a 'Mystery Guest' analysis. The decision is issued by the responsible Professional organisation. If the classification committee reaches a negative result as regards fulfillment of the guidelines for four Star Superior, in the event of an appeal, a regional committee is then nominated by the Professional Group, which then writes an appraisal after a further inspection, which it presents to the senoir committee of the Austrian Professional Hotel Association for final decision. The Professional Association issues the decision. If the 'Mystery Guest' and the classification by the commission both provide a negative result, in the event of an appeal, both the 'Mystery Guest' analysis by a legally sworn expert and a further classification by the regional committee are obligatory. The decision is made by the senior committee and will be issued to the appellant by the Professional Association. The appellant must meet the costs for both, the expert and the regional committee.
