Howstuffworks "Mobil Stars: Lodging Star Criteria"

A Mobil Two-Star Lodging Establishment is a Hotel/Resort that is considered a clean, comfortable and reliable establishment, but also has expanded amenities, such as a full-service Restaurant on the property.

A Mobil Three-Star Lodging Establishment is a Hotel/Resort which is well-appointed, with a full-service Restaurant and expanded amenities, such as, but not limited to: fitness center, golf course, tennis courts, 24-hour room service, and optional turndown service.

A Mobil Four-Star Lodging Establishment is a Hotel/Resort/Inn which provides a luxury experience with expanded amenities in a distinctive environment. Services may include, but are not limited to: automatic turndown service, 24 hour room service, and valet parking.

A Mobil Five-Star Lodging Establishment provides consistently superlative service in an exceptionally distinctive luxury environment with expanded services. Attention to detail is evident throughout the Hotel/Resort/Inn from the bed linens to staff uniforms.

Mobil Travel Guide recognizes the individualized nature of many different types of lodging establishments, such as bed-and-breakfasts, limited service inns, guest ranches and other unique hotel properties. For that reason, we have chosen to place our stamp of approval on the properties that fall into this category in lieu of applying our traditional Mobil One – Five Star rating.

Lodging Criteria and Expectations

Note: The following criteria are suggested criteria of what a guest can generally expect at each star level. They are not individually mandated nor are they limited to those items listed below. These are merely a representative sampling of the hundreds of points covered during our inspection process. Additionally, at each level the lodging establishment is required to meet or exceed the requirements of the previous star rating. For example, a Two-Star hotel meets the criteria expectations of a Two-Star hotel as well as the One-Star hotel. A Three-Star hotel meets the criteria expectations of a Three-Star hotel, a Two-Star hotel and One-Star hotel, and so forth.

For the information on One-Star criteria see the next section.

One-Star Lodgings

One-Star Lodging Establishment is a clean, comfortable, and reliable, limited service establishment. Courteous service and good housekeeping, including daily maid service, are standard. Characteristics of a One-Star Hotel or Motel include:

Services Detail

Staff is well-groomed with professional, neat and well-maintained attire.
All staff encountered are pleasant and professional in their demeanor.
Coffee, hot tea and breakfast pastry are available on-site (could be in-room).

Facilities Details

Self parking area is free of debris, good condition; surfaces, curbs, paths.
All outdoor walkways and approaches are well-maintained and cleaned.
Outdoor awnings, signs, marquees, flags, and plantings are clean and in good condition.
Public spaces are free of obvious hazards.
Lobby floors, walls and ceiling are free of debris, marks and damage.
Elevator landings, cars and doors/tracks are clean and in good condition.
Guest room corridor floors, walls and ceilings are free of debris, marks, and damage.
Vending and/or ice machines are located within one floor of guest room.
Vending and/or ice areas and equipment are clean, well-lit, and well-maintained.
All furniture, fixtures and equipment are clean, neat and well-maintained.
Ashtrays throughout public areas are well-maintained and free of excessive debris.
Temperature in all interior public areas are maintained in general comfort range.
If public phonebook present, it is neat and in good condition.
Public washrooms very hygienic and neat, with well-stocked paper and soap.
Public washroom fixtures, walls and floors are in very good condition.
If available, meeting rooms are well-signed so that it is easy to find and arrive at a specific room.
If available, meeting room doors are in good condition, free of nicks and damage.
If available, meeting room interiors are in generally good condition, including walls, floors and ceiling.
Televisions feature cable TV (four networks plus four other channels).
Direct dial phones with direct long distance dialing are available in each guest room.

Guest Room Detail

Hardware and hangings (door locks, racks, artwork, etc.) are secure and in good condition.
Carpet/floor is free of debris, stains, wear, loose threads, open seams, etc.
Walls and ceilings are free of marks, stains and damage.
Drapes are free of stains, damage; pull easily and hang properly.
Furniture is free of dust, marks and damage.
All printed material including collateral, phonebooks and stationery are neat, crisp and current.
Drawers and shelves are clean, free of dust and debris.
All light bulbs operate; all light fixtures and lamps are in good condition, clean.
Mirrors and windows are free of smudges and damage throughout.
If safe is provided, it is clean, functional and convenient.
Room equipped with accurate, functional clock and radio/stereo.
Color television works and is equipped with remote control, and is minimum 19".
Ice bucket and glasses (may be molded plastic) are clean, hygienic.
If minibar is present, it is hygienic, free of spills and damage, all products are sealed, price list present.
If coffeemaker is present, it is hygienic, contains ample, sealed supplies and cups.
All bedding and linens are free of debris, hairs, damage and stains.
Room heating and air conditioning is easily controlled by guest and is quiet.
Air is fresh and clean, no stuffiness or odors.
Sink, tub, shower, toilet, bidet are very clean, free of hairs, stains and discoloration.
Bathroom tile and grouting is clean, not discolored, cracked or mildewed.
Faucets and drains operate smoothly and easily.
Hygienic soap and shampoo is provided.
Minimum bath linen is present: one bathmat; two each of facecloth, hand towel and bath towel.
Towels are free of spots, stains, tears and obvious frays.
If robes are provided, they are free of spots, stains and loose threads.

Specialized Facility Detail

Pool/beach furniture is clean, hygienic and well-maintained.
Pool deck or beach/sand is clean and free of excessive debris.
Pool deck and tiling are in good condition, free of excessive damage or wear.
Pool water is clean, free of debris and free of notable odors.
Pool fittings and equipment (ladders, dive boards) are secure and in good condition.
Tennis court surfaces are in good condition, free of damage and well-marked.
Tennis courts and surrounding areas are clean and free of debris.
Fixtures, nets, lights, fences are well-maintained and good condition.
Pro shop/clubhouse interior are clean and well-maintained; displays and counters neat and tidy.
Pro shop/clubhouse and surrounding areas are clean with well-maintained appearance.
Golf carts are clean, well-organized and maintained.
Rental equipment is clean and good condition, including bags.
Floors throughout the casino are well-maintained and free of excessive debris.
Air circulation in casino is adequate, not stuffy or smoky.
Slot banks are free of excessive debris, soiled glassware and soiled ashtrays.
Slot chairs are in good condition, clean and free of rips and stains.
Cashier and change booths are tidy, well-organized and well-signed.
Table game tops are well-maintained, free of damage and wear.

For information on the Two-Star criteria see the next section.

Two-Star Lodgings

Two-Star Lodging Establishment provides clean, comfortable and reliable accommodations along with expanded amenities and services, such as a full-service restaurant on-site. Guests at a Two-Star Hotel, Resort or Inn can expect to find all of the qualities for a One-Star Hotel, or Resort plus the following characteristics:

Services Detail

Front desk staff are articulate, smile and make eye contact.
Staff is attired in well-fitting, consistent uniforms.
Baggage assistance is available on request.
The front desk is staffed twenty-four hours.
Restaurant on-site serving three meals daily.
If Inn, twenty-four hour guest service available on-call

Facilities Detail

Lobby provides a comfortable seating area.
Notices are professional, matching décor, not "homemade".
Vending and/or ice machines are located on each guest floor.
Service doors are clean, free of marks and damage, and closed.
Public phones are convenient, clean and well-maintained.
Guest rooms equipped with data ports (guest can connect laptop to the Internet).
A variety of different sized and appointed rooms available in hotel.

Guest Room Detail

Guest room door and frame free of marks, scratches and scuffs.
Comfortable seating for two people (other than bed).
Guest service directory, pad and pen/pencil present and conveniently placed.
Enclosed closets (means closets must have doors).
There are a minimum six non-captive hangers.
There are three spacious drawers or enclosed shelves (inside closet).
A Luggage rack or bench provided; and adequate space to leave suitcase.
Extra clean and hygienic blanket and pillow provided in room.
Lighting throughout the room is adequate.
The room can be fully darkened.
Full-length mirror present in room.
A hairdryer present in room, clean and functional.
Hygienic soap, shampoo and two other bath amenities are provided.

Specialized Facility Detail

Guest can pick up e-mail and access the Internet from a Business Center workstation.
Business Center working areas are clean, tidy and professional.
Comfortable office-style chairs at the Business Center guest workstations.
All fitness, treatment and relaxation areas are hygienic, neatly organized and maintained.
Spa reception area is well-defined, neat and professional.
Fitness equipment is clean, in very good condition, conveniently laid out.
Fitness/workout area is well-ventilated, with comfortable temperature.
Sound system or television provided in fitness/workout areas.
Towels are provided in locker and fitness areas.
Grooming area equipped with hairdryers; soap and shampoo conveniently placed.
All amenities are neatly and professionally presented; very hygienic.
Locker room, showers, sauna and hot tub extremely clean, hygienic appearance.

For information on the Three-Star criteria see the next section.

Three-Star Lodgings

Three-Star Lodging Establishment is an establishment that is well-appointed, with full services and expanded amenities. Guests at a Three-Star Hotel, Resort or Inn can expect to find all of the qualities for a Two-Star Hotel or Resort plus the following characteristics:

Services Detail

Turndown service is available upon request.
Valet parking is available.
Baggage assistance is automatic.
Same day laundry and dry cleaning available five days/week.
Complimentary newspapers are delivered to room automatically.
Complete room service is available.
Workstation is available where guest can access Internet.
Basic fitness equipment is provided, including treadmills and cycles.
If Inn, restaurant on-site which serves full breakfast is available.
If Resort, complimentary newspapers (or newsfaxes) are delivered to room automatically.

Facilities Detail

High quality, varied, and major brand sundry selections are available in an on-site store.
If public phonebook present, it is displayed in attractive cover.
Pay-Movie selections are available through television.
Suite (separate bedroom and living areas) accommodations are available.

Guest Room Detail

Each guest room has two phones (one could be in the bathroom).
Comfortable desk and chair are available for working, complete with telephone, data port, and light.
Insulated ice bucket, vinyl or better, as well as glass glassware; clean and hygienic are present in room.
Minibar is present (defined as selection several beverages and snacks).
If Inn, refreshments present in room or readily available.
If coffeemaker is present, ceramic mugs and napkins are available.
Pillows are plush and full, no foam.
Framed artwork or interesting architectural features exist in room.
Excellent lighting is provided in bathroom for makeup and shaving.
Hygienic soap, shampoo and four other bath amenities are provided.
Amenities are presented attractively, thoughtfully (not simply lined up on counter).
Towels are of absorbent quality, with soft nap and no discoloration.
If Inn, Pay-Movie selections available through television OR VCR/DVD in-room.
If Resort, guest room is of generous size, and provides ample seating for more than two persons.

Specialized Facility Detail

If Business Center is present, a semi-private working area with workstation and telephone is available for guests.
If a spa exists on site, robes and slippers or spa sandals are available in variety of sizes, and they are clean and in good condition.
If spa or fitness center exists on site, complimentary amenities to include body lotion, shower caps, talc/deodorant and combs.
If spa exists on site, at least two types of massage and either body treatments or facials are also offered.
If tennis is available on site, water is available courtside.
If pool or beach service is present, ample towels are available poolside or at the beach.

For information on the Four-Star criteria see the next section.

Four-Star Lodgings

Four-Star Lodging Establishment indicates an outstanding hotel providing the guest with a luxury experience in a distinctive setting, including expanded amenities and exceptional service. Guests at a Four-Star Hotel, Resort or Inn can expect to find all of the qualities for a Three-Star Hotel, Resort or Inn plus the following characteristics:

Services Detail

Written confirmation is automatic or offered, either by mail, fax or e-mail.
Guests name is used effectively, but discreetly, as a signal of recognition.
The time from arriving at the reception area until registration is complete does not exceed five minutes (includes queuing).
Bed is plush and inviting with oversized or numerous pillows.
Bedcovers are elegant and stylish and with linens of exceptional quality and comfort.
All written information is provided on good quality paper or pads, custom-printed or logoed.
Bathroom presentation and placement of amenities and linens is thoughtful, careful, and elegant.
Fresh ice is provided during evening service or at another time during the day.
Turndown service is automatically provided.
During turndown service, guest clothing is neatly handled and guest toiletries are neatly arranged and displayed on a cloth or shelf.
Room service is delivered within 30 minutes.
Room service order is delivered within five minutes of quoted time.
One hour pressing is available.
If resort, two hour pressing available
Same day laundry and dry cleaning is available seven days/week.
Wake-up call is personalized with guest's name and time of day.
Wake-up call is delivered within two minutes of requested time.
Special service desk identified as concierge/guest service is situated apart from reception/front desk.
If Inn, Workstation where guest can access Internet (may be "borrowed" office) is available.
If spa services are present, treatments are begun and ended on schedule, within five minutes of expected or booked time.
If spa services are present, during treatment, therapist appears to be genuinely expert, moving seamlessly through the treatment as described and expected.
If casino services are present, when playing slots for more than 20 minutes, drink service is offered.
If casino services are present, when playing a table game for more than 15 minutes, drink service is offered.

Facilities Detail

Lobby areas feature elegant live plants and/or fresh floral displays.
A dedicated and secure luggage storage area is available.
Public phones are equipped with seats, privacy panels and pad/pens.
Public washrooms are furnished with upgraded materials and appointments/luxurious design.
Televisions feature premium cable TV (two movie channels, two all-news, two financial).
Guest room telephones have two lines.

Guest Room Detail

Selection of at least 10 hangers including a variety of bars, clips and padded.
In-room safe is present.
If Inn, in-room safe is present or readily accessible on-site.
If minibar is present, it is non auto-charge, and premium products are attractively displayed.
Bed is triple sheeted or features washable duvets.
Live plants are present in guest rooms.
Shaving/makeup, lighted magnifying mirror is present.

Specialized Facility Detail

Fitness equipment is available with personal headphones/televisions.
Current newspapers and national-title magazines are provided in fitness and locker areas.
If spa, treatment rooms are equipped with individually controlled temperature and sound systems.

For information on the Five-Star criteria see the next section.

Five-Star Lodgings

Five-Star Lodging Establishment has consistently superlative service and expanded amenities in a luxurious, distinctive environment, making this establishment one of the best in the country. Guests at a Five-Star Hotel, Resort or Inn can expect to find all of the qualities for a Four-Star Hotel, Resort or Inn plus the following characteristics:

Services Detail

Staff is extremely well spoken, polite and clear, avoids slang and phrase-fragments.
Staff is extremely well informed about requirements within their department.
Overall service is flawless from initial reservation call to departure service.
Choice of at least two complimentary newspapers is distributed.
Twenty-four hour room service is available, including hot food.
Any work undertaken by the staff is handled with complete professionalism, as would be expected by professional secretaries; and returned to guests neatly, in folders or envelopes.
If Inn, choice of at least two complimentary newspapers are offered on-site.
If Inn, a restaurant on-site, serving full breakfast and dinner is available.
If pool service is available, guests are proactively greeted and escorted to their chairs, and set-up assistance is provided or offered.
If pool service is available, during a 90 minute period and in warm conditions, some sort of complimentary refreshment is offered (for example, mineral water, fresh fruit, water spritz).

Facilities Detail

Public washrooms feature well-maintained cloth towels, fresh plants or flowers.

Guest Room Detail

Each guest room has three phones, including one in the bathroom.
CD player/stereo is present and functional.
Ice bucket and glasses are high quality (glass, metal, stone etc.), with tongs which are clean and hygienic.
Fresh flowers are present in guest rooms.
Separate shower and tub are present in bathroom.