Abu Dhabi Tourism Authority director tourism standards Nasser Al Reyami explains how the emirate's new hotel and hotel apartment classification system was established and reveals why it is a best-in-class system that will deliver considerable confidence to consumers.

Hotels in Abu Dhabi have recently been awarded classifications following the preliminary ratings received in January. Can you explain the classification process so far?

Our classification scheme was launched in May 2008. Hotels/hotel apartments were notified of their preliminary ratings in January and given six months in which to implement suggested improvements if they wanted their preliminary ratings to be reconsidered before the June 2009 deadline.

Let me stress, no property has been downgraded. This is the first classification scheme in Abu Dhabi emirate so there is nothing to downgrade from. Prior to this, hotels had self-styled rating, which was mainly for marketing purposes.

This system was built from scratch and benchmarked against worldwide practices to ensure that it exceeded current applications and became a best-practice standard. This classification system was prepared with two years of consultation with hotel industry professionals in Abu Dhabi who were involved through several workshops during the design process.

After designing the system, which features a ground-breaking online facility, we worked on the procedures and manuals that clarify how this system would be implemented and, as a result, we produced the customer's classification manual and internal classification Standard Operations Procedure (SOP).

How did you establish the ratings criteria for hotels in Abu Dhabi?

Hotels are classified on a sliding scale of one star to five stars, and hotel apartments are classified as either deluxe, superior or standard.

Ratings criteria were established after the detailed international study already explained and to considerably raise the bar to ensure we had the best-in-class procedure.

Classification inspections took place afterwards to compare hotels against the standards and rate accordingly. Exceptions that required high investment and/or a long time to be implemented were give a grace period - this varied based on a case-by-case scenario - to complete their compliance to the classification system.

Why are these criteria the most appropriate to hotels in Abu Dhabi?

They are appropriate because, as explained, we want to be best-in-class. We want to ensure our clientele base of quality and service levels and give our guests confidence in choosing their accommodation.

The system will deliver much-needed consistency to tour operators selling the destination, successfully manage the expectations of our respected visitors and ultimately ensure a level of quality performance from the emirate's accommodation providers in line with the development of a world-class destination. The system also provides a framework for hotel investors when designing their properties to include the necessary facilities and services to attract their desired market groups. It is also an incentive to hotel owners and managers to upgrade their facilities.

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Our studies revealed that throughout the entire industry, classification systems were either mandatory in nature or based on scoring methodology and they often resulted in disappointing gaps between theory and reality due to lack of implementation.

We seized the advantage of learning from others to create a best-in-class system with fair and transparent implementation mechanisms and one which is geared to delivering quality throughout the entire hospitality chain.

Our system combines both mandatory and scoring methodologies to deliver a quality standardisation system, which is aimed at developing industry standards and procedures, enhancing tourism standards in the emirate and encouraging their continuous improvement. And to further differentiate the Abu Dhabi system, five value-added categories have been added - environmental issues, special needs, comprehensive detailed standards, consideration for cultural tourism sustainability and implementation planning.

Classification is made on a points basis - how does this work?

All applicants have to meet minimum standards for overall general safety and security, bedrooms and bathrooms, public areas and services and amenities, and are then rated on the scoring system covering accommodation, infrastructure, guest services and restaurants. The points system is based on a five-star hotel rating from 800 to 900 points; a four-star hotel rating from 700 to 799 points; and a three-star hotel rating from 600 to 699 points.

Does the classification system accommodate serviced apartments, guest houses and B&Bs etc?

Currently, the system applies to hotels and hotel apartments only.

How will the new ratings affect how Abu Dhabi's hospitality industry is perceived by consumers?

It should certainly deliver considerable confidence to the customer in that they will know what to expect from the rating of the accommodation they are booking.

Abu Dhabi hasn't had a rating system before; why is it necessary now?

Abu Dhabi's vision is to create a destination of distinction which enriches the lives of visitors and residents alike. To this end our hospitality stock is increasing and we need to deliver to our visitors, and the industry which assists in bringing them here, the highest level of confidence and destination integrity. It is essential that visitor expectations are successfully managed and this system goes a long way to addressing this issue.

This system will be upgraded every two years in accordance with prevailing international market standards and to reflect the increasing status of Abu Dhabi as a global destination of distinction.

Do you envisage that one day there will be a ratings system shared by the whole of the UAE?

Of course we all hope that eventually there will be a classification system applicable to the whole UAE but that lies in the future. Currently, each emirate has its own positioning and vision and their systems - which in cases such as Abu Dhabi represent huge investment in terms of human and financial resources - reflect that positioning.

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