Hotel classification follows a very strict checklist, which looks at service, room size, operating hours, health and safety, housekeeping, variety of facilities and even flower arrangements.
The Dubai Government has official checklists for all hotels, from one-star all the way up to five-star resorts. Read on for Hotelier Middle East’s Dubai Hotel Classification Guide.
Here are some of the most note-worthy requirements for hotel classifications in Dubai. Please note, it does not include every single requirement asked for by the government and should only be used as an introduction to the full checklists.
Dubai Hotel Classification Guide
How are hotels scored in Dubai?
Dubai hotels are ‘scored’ on three different things: Licensing standards (L), Operating standards (O) and Enhancing standards (E). Facilities or services in the checklist will fall under one of these three standards.
Hotels must fulfil all licensing standards, and failure to do so may result in a hotel’s closure or a downgrade in star rating.
All operating standards must also be met, but a grace period may be granted if fewer than 10 operating standards are met, giving hotels a chance to rectify.
Hotels are required to meet at least 50 percent of enhancing standards, and a grace period for rectification is given if a hotel only applies 40 percent of these standards. If a hotel applies less than 40 percent, a rating downgrade will be considered.
What does a one-star hotel rating mean?
One-star hotels have seven different areas they must consider. These are: Public areas, maintenance, F&B, servicing, bedrooms, bathrooms and housekeeping.
The full check-list can be found here.
Public areas
- L: Hotel entrance clearly identifiable and doorway illuminated when it is dark
- E: Architectural features and decorations, in keeping with overall building design
- O: Free wireless in all Areas and rooms offering 512 Kbps for upload and 1 Mbps download at all times
- L: Where Prayer areas on site, Minimum prayer area (excluding Ablution area) 16 sqm each
Maintenance
- L: All wall surfaces finished e.g. paint, wallpaper, natural -e.g. wood-, or other specially designed or treated material
- L: Flooring is finished (made of non slip tile, carpet, natural -e.g. wood- or specially designed and treated material)
- L: Where present, carpets fitted correctly and with underlay
- O: There is evidence of a general maintenance programme for the upkeep of the hotel, grounds and facilities
- O: There is evidence of a window cleaning programme in place both internal and external
- O: The establishment has building management systems that optimize lighting and air conditioning in guest rooms and public areas based on occupancy.
Food & beverage
- L: Room and table lighting sufficient to read menus, or additional lighting is available if required – Ceiling, table and wall lighting present – All bulbs in working order – All bulbs are covered (unless lighting design does not require)
- O: Tables and seating options (e.g. chairs, stools etc) are present
- O: For each seating option, tables and chairs used are consistent throughout the outlet, or fitting with an overall theme (i.e. there may be permanently fixed seating e.g. a booth, and moveable seating, however all fixed seating should be consistent, and all moveable seating consistent)
- L: ** Minimum of 1 restaurant to be available which offers all day dining.
- O: Restaurant is operational 7 days a week
- L: Seating provided is equivalent to not less than 50 % of keys (calculated as the combined total of all the restaurants)
- O: If smoking is permitted by current legislation, a separate section is designated for smokers
- O: Breakfast, lunch and dinner for residents and non residents, in at least one outlet
- O: Hot and cold dishes available, unless menu or theme does not permit
- O: Menu/s are available in Arabic and English
- O: All menus are legible. – Recommended font size of no less than 12 pts. for heading and 10 pts. for the plate description – Font colour is in strong contrast to the material used in the menu
- O: Cover charges, minimum charges, municipality fees service charges & any others applicable specified on the menu
- O: Prices listed are inclusive of Municipality fees and Services Charges
- Hotel does not levy municipality fees or service charges in excess of the current amount as advised by the Governing Authority, for Food & Beverage
- O: Hotel must distinguish between the Municipality fee and the service charges, on all guest invoices
- O: Menu/s in are presented to the tables, for any A La Carte or Set menu service
Servicing
- O 24 Hours Operator service available
- O Answers phone promptly within five rings
- O Confirms hotel name to all external callers
- O Assistance with luggage available on request throughout the day and evening.
- L Short term luggage storage facility in a designated secure area
- O Central individual safety deposit boxes available at reception
- E Foreign Exchange available with current rates clearly displayed
- O Universal adaptor provided at least through reception / housekeeping
- O The availability of Universal adaptors is to be published in the Guest Services Directory
- O At least two credit cards accepted
- O There is a means of maintaining accounts and records pertaining to the hotels business
- O Hotel does not levy service charges or municipality fee in excess of the current amount as advised by the Governing Authority, for room
- rates and other services
- O Hotel must distinguish between the Municipality fee and the service charges, on all guest invoices
- O Hotel does not retain guest’s passport during their stay, unless visa service has been provided by the hotel
- O There is evidence that the Hotel informs guest and tour operators in advance of stay if construction work is taking place, nearby or in hotel
Bedroom
- L Minimum 10 rooms
- L Minimum 1 room with disabled facilities if total guest rooms is less or equal to 5o; 1 additional room if total guest rooms is between 51 – 100, and 1 further additional room for every 100 rooms thereafter
- O 75% of guest rooms are non-smoking. For public areas the establishment adheres to Dubai Municipality rules and regulations.
- O Non smoking rooms are located together so that the entire corridor is non smoking (may require more than 10% of inventory). If the floor has only one corridor, all rooms must be non smoking. If the floor has wings, it is sufficient that a wing is non smoking, assuming that minimum 10% requirement is met
- L Minimum 13 sqm (including bathroom and excluding entrances any outdoor areas e.g. balcony)
- L ** Bathroom with shower only (no bathtub) available, Minimum 3.5 sqm
Bathroom
- L En-suite Bathroom Present in each room
- L Safety handle in bath (where bathtub present)
- L Shower or shower over bath Present – which must have a tempered glass door / partition, or a shower curtain, with removable liner
- L ** If stand alone shower, minimum 0.6 sqm
- L Shower curtains, where present, must have a removable liner, that is changed on each guest departure
- L ** All shower and bath surfaces to be non slip
- L The shower area is enclosed so that water does not reach the bathroom floor, unless bathroom design is a wet room concept. The area may
- be enclosed by means of an entrance foyer to the shower, or by a tempered glass door
- L Lidded WC in line with Dubai Municipality requirements
- L Separate bidet or spray washer present
- L Washbasin
- L Bathroom door present with locking and emergency unlocking facilities
Housekeeping
- O Room cleaning provided (may be set hours)
- O The establishment offers guests the option to reuse linens and towels with clearly visible signs in rooms and bathrooms.
- E Special requests accommodated e.g. non – feather pillows or bedding types
What does a two-star hotel rating mean?
Many of the requirements for a two-star hotel are carried over from the one-star hotel check-list.
Small additions include the operating standard that all guests need to be escorted to their tables during meal service. Guestrooms are also required to feature some artworks, decorations and mirrors.
The full check-list can be found here.
What does a three-star hotel rating mean?
After two-star hotels, three-star hotels require a number of additional facilities and services. Hotels are now also checked on conference & banqueting services; leisure services; and availablity of suites.
The full check-list can be found here.
Public areas
- O Grounds and gardens, where provided, are landscaped.
- E Designated parking facility for buses may be provided
- E Designated taxi waiting area may be provided
- O Decoration of all public areas includes artefacts, floral arrangements, and/or decorative items
- O Pictures of the required Dignitaries placed prominently upon entrance to the Hotel, and in the correct order, as stipulated by Dubai Protocol Department
- O There is a location / display exhibiting items pertaining to local heritage in the lobby area
- L A prayer area / Masjid is available within 500m of the establishment. If not, then Separate Male and female prayer areas (including Ablution area) are provided
Maintenance
- E As a minimum background music to be provided in all F&B outlets
- O Food & Beverage service provided from 6am – to 11pm with full service at meal time, if there is no room service one of the restaurant should work from 6:00am to 11:00pm
- E An Additional electronic version of the room service menu, in Arabic and English, is available in each bedroom (in Guest Services Directory or stand alone)
- O Hot box underneath room service trolley to keep hot food items warm
- O Options for Breakfast, lunch, dinner, snacks and drinks, are provided on the menu
- O Separate telephone extension for Room Service
Food & beverage
- O Lunch served for at least 3 hours
- O Dinner served for at least 4 hours
- O Restaurant’s policy on last order should not be before 11pm in at least one restaurant
- O Meat, poultry, fish and vegetarian options provided, unless the outlet concept excludes e.g. a vegetarian restaurant
- O Separate Children’s menu available in outlets where children permitted
Conference & banqueting
- L Well-appointed, designed and functional rooms exist
- L Telephone line with access to local, national and international calls available
- E Telephone and Video conferencing facilities available
- L Adjustable in room temperature controls
- O Black out screens/curtains required in rooms where there is natural daylight
- L Power sockets available to number of delegates that can be accommodated boardroom style. Extension cables permitted.
- O Equipment for presenters (e.g. felt pens, laser lights etc)
- O Speakers desk
- O Flip-charts; and / or Writing board e.g. a white board
- E Universal adaptors, and extension cables
- O Projection screen (must also have portable unit if fixed)
- O LCD Projector
- O Monitor / colour TV with remote control
Servicing
- L Clearly designated reception area/s within a foyer or entrance hall.
- E Property Management System in place
- O Reception staffed 24 hours
- O Arabic and English speaking personnel on duty at all times
- O Services include some or all of the following: – Theatre bookings- Sight-seeing trips- Taxi bookings- Travel and other requests
- E Car hire available on request, either through reception, or provided by an agency
- O If provided by agency: then with set hours, and enquiries are directed through the reception when agency is closed
Leisure
- E Pool may be provided
- L Where Pool provided, All pools should be temperature controlled
- L Where Pool provided, Ladders available in all pools
- O Where Pool provided, Lifeguard operating hours must be clearly stated for guest to view
- O Where Pool provided, At least one certified Lifeguard on duty during stated hours of operation; or more if full pool area cannot be viewed
- in its entirety by one person from monitoring position
- O At least one certified Lifeguard on duty during stated hours of operation at the beach – where beach available
- O Designated swimming areas on the beach, clearly marked by buoys
- L Where Pool provided, Depth signage on all pools, and level indicated at every change in depth
- O Where Pool provided, Evidence that all pools are cleaned and frequently checked e.g. a cleaning schedule
- L Where Pool provided, Tiling is non slip both around and inside the pool
Bedroom
- L Minimum 16 sqm (including bathroom and excluding entrances any outdoor areas e.g. balcony)
- L ** Bathroom: – If Bathtub and Shower available, Minimum 3.8 sqm- If Shower only available, Minimum 3.5 sqm
- E Breakfast Card
- E Shoe Polish Utensils on request
- E Sewing Kit on request
- O A hair dryer must be provided in the room and can be located in the bedroom or bathroom. Can be a wall mounted hose type unit, and must
- have an automatic shut off if in bathroom
- L At least 2 available sockets for guest use (unused by other room equipment), of which one is adjacent to the work desk and one adjacent to
- each bedside cabinet
- O Fireproof waste bin
- O At least 1 copy of Laundry lists (including dry cleaning, laundry and pressing) and 1 bag with current prices in Arabic & English
- O Tea / coffee making facilities with suitable china on request
- O Quran (English version). (Arabic version available on request)
- O Prayer mat on request
- O A selection of glassware with coasters
Bathroom
- E At least 25% of all rooms have a bathtub
Suite
- O 1 arm chair or 1 seater sofa
- O 1 dining table to accommodate the maximum number of sleepers in unit
- O Dining chairs to accommodate the maximum number of sleepers in unit
- O 1 coffee table
- E Additional Ambience Elements such as artwork, flowers, books, magazines, etc…
- L Must be adequately lit
- O All lights must have shades
- L If Guest Suite present (must have 2 separate rooms i.e. separate Lounge divided by a wall).
- L **Minimum 33 sqm (including Master bedroom and master bathroom ,living areas,but excluding guest toilet and any outdoor areas e.g.
- balcony
- L **Any Additional Room for suites will be governed depending on regular room configuration (16sqm)
- L **Bathroom: – If Bathtub and Shower available, Minimum 3.8 sqm- If Shower only available, Minimum 3.5 sqm
Houskeeping
- O Minimum next day Laundry & Dry Cleaning service provided 7 days of week
- E Express Laundry & Dry Cleaning service available on request
What does a four-star hotel rating mean?
Many of the requirements for four-star hotels are mentioned in the three-star hotel check-list. Four star hotels also must also have at least two restaurants rather than one. Four-star hotels are also able to provide live music in their venues.
At the four-star level, hotels are required to provide a concierge service.
Four-star hotels must also have at least one retail service.
The full check-list can be found here.
What does a five-star hotel rating mean?
Five-star hotels follow many of the requirements of four-star hotels but have much more leisure facilities to provide. Including more than one pool, spa services, gyms and kids clubs.
The full check-list can be found here.
Leisure
- L There is a minimum of 3 treatment rooms
- L Dedicated Spa reception provided
- L Includes either separate male and female sections, or has defined ladies only timings
- L Spa offers separate relaxation areas
- L Spa offer separate male and female Saunas or Steam Rooms or Jacuzzi’s; or defined ladies only timings
- O Spa offers treatment menu with range of treatments including a minimum selection of 4 of the following categories: facials, pedicures,
- body treatments, alternative therapies, jet baths, massages, wraps, waxing, reflexology and Ayurvedic treatments.
- E Products used are available for sale
- O Where male and female treatments are offered, there is evidence that therapists only conduct treatments of the guests of the same gender
- e.g. male and female staff are scheduled concurrently
- O If female only relaxation areas exist in the spa, there is evidence that only female attendants are scheduled to work in these areas
- E Hairdressing service for ladies and gentlemen, provided through a salon located in the hotel, or via an external party, which visits the hotel
- E Shop or display units selling Health and Sports items available in this area
- L Gymnasium present
- L Reception area for guests providing towels and locker keys on arrival
- L Hotel has at least one pool, indoors or outdoors
- L All pools should be temperature controlled
Bedroom
- L Minimum 30 sqm (including bathroom and excluding entrances any outdoor areas e.g. balcony)
Housekeeping
- O Room Cleaning service provided daily between 6am- 10pm. Services are provided 24 hours only if dictated by hotel guest requirements
- O The establishment offers guests the option to reuse linens and towels with clearly visible signs in rooms and bathrooms.