Experteninterview «Study on the feasibility of possible initiatives at EU level and establishment of a multi-stakeholder platform on quality of tourism accommodation services»

The objective of the study is to support the ongoing effort to bring consistency in the provision of quality accommodation services and improve comparability and transparency into their evaluation across the EU. The purpose of this interview is to discuss your views and opinions on the issues identified with the current approach to evaluating quality of accommodation services.

The scope of the study relates to the review and analysis of two different evaluation systems which currently guide many consumers in their purchase of European accommodation products and services:

• Hotel star rating systems: This system, often underpinned by Member States’ national legislation, relates to the formal assessment and classification of serviced accommodation (normally overseen and delivered by national administrations responsible for tourism or a public body appointed for this purpose) This system uses established criteria and inspection arrangements to assess the level of facilities and/or service. This results in the award of a star-rating marque, often for a period of time, which the participating business uses to assure potential customers of the quality of the establishment and for marketing purposes.

• Consumer review and/or rating schemes: This system, usually via online platforms run by commercial organisations, presents a wide range of serviced accommodation options and uses reviews of previous customers as a primary means of rating the facilities and services. These reviews may be supported by ‘star’ or other rating systems, either developed by the on-line platform independently or by using official/independent rating schemes. Self-assessment by accommodation providers may also be used. Preferential positioning may also be given to hotels that pay for marketing benefits or loyalty schemes. Wider communities may offer the opportunity to share other experiences or ask specific questions.

Through this interview, we seek to gather your views on what potential bottlenecks are associated with the consistency and comparability across the EU countries of two systems (hotel star rating systems and consumer review and/or rating schemes) and the solutions that could be taken in order to tackle these problems, including consideration of their impacts on economy, environment, society, etc. The study does not explore the comparability between the two systems, but rather the hotel star rating systems across different countries and online review and rating schemes across different platforms.

Institution

European commission
Internal Market, Industry, Entrepreneurship and SMEs

Jahr

November 2020

Funktion

Expertin und interviewte Person
sustainable tourism, raitings, cosumer behaviour

Link zum Projekt