Hotels and exclusive use | Star Rating criteria

2. How we score quality

A potential 58 elements are assessed depending on the nature of the business.  A score from 0 to 5 is awarded for each element. This will result in an overall percentage score that will place your establishment within one of the five grading bands.

However, it is not simply the overall percentage that determines the final award.

If any of the 58 potential elements assessed scores zero this will result in no award being confirmed. Please note, where any element is not applicable, no assessment will be made and there will be no penalty for not providing any of these facilities or services.

In addition, the property must score a minimum of three in any element relating to cleanliness for an award to be confirmed.

For any award, there are also six key areas that must meet a minimum percentage score for the final award that is confirmed.

The key areas are:

• cleanliness
• hospitality and friendliness
• service and efficiency
• bedrooms
• bathrooms
• food

If any of the six key areas score below the band of the overall percentage, it is the lower award that will be confirmed.

The overall percentage and the six key area minimum percentage scores required for each Star rating are shown in the following table.

4. Gold Star awards

These awards recognise establishments within the Quality Assurance (QA) Scheme that strive to exceed customer expectations.

Determining factors will include current QA scores (particularly hospitality and service), QA scoring history and customer feedback.  

There is no need to apply separately for a Gold Star award – every business is considered for these through their QA membership.

To achieve a Gold Star award, a business must:  

• demonstrate outstanding hospitality and customer care delivered over an extended period of time 

• significantly exceed levels of hospitality and service expected at their Star rating

• provide an extensive and high quality selection of food in line with the principles of VisitScotland’s Taste Our Best food scheme

• meet expectations of their award in all other areas (bedrooms, bathrooms etc.)

• show an element of "wow factor" in what they do in line with their Star rating

• demonstrate innovation and a clear anticipation of guests needs 

• show a clear commitment towards inclusive and responsible tourism

• demonstrate a positive and professional approach to customer feedback

Proposed Gold Star awards require confirmation by our quality review committee and may involve a second incognito assessment visit to confirm eligibility for an award. It is unlikely that a business would achieve a Gold Star award in its first year of operation.

The minimum Gold Star percentage requirements at each Star rating are shown in the following table. These are only guidelines and as already mentioned there are many other elements to achieving a Gold Star award.