The CEO of the Azerbaijan Hotel Association, Gunay Saghlam, noted the role of the pandemic in the delay of hotel star certificate awarding: "The application for the star category was not mandatory. Hotels applied voluntarily and the process was slow. The pandemic, the delay in the documentation, and the non-binding nature of the process have slowed down the process."
The CEO says that the Azerbaijan Hotel Association has 248 criteria for star classification. 4 of them are the main ones that all hotels should meet this criterion: "Cleaning-hygiene rules, everything in working condition, professionalism of the staff, employees working at the registration (front office) having at least two languages and a more professional system for receiving guests. In some hotels, guests are recorded on a computer or paper." G. Saghlam notes that the hotels whose hospitality is evaluated with a five-point system are not included in this list: "We do not check great hotels, they are not included in this list. Entrepreneurs could not invest in hotels during the quarantine caused by the pandemic. This also revealed many problems during the monitoring, especially in the regions. The biggest problems are related to non-observance of cleanliness and hygiene rules, and lack of maintenance. Some hotels are completely unrepaired. The furniture and beds are in bad condition. After the inspections, all the hotels were given time to introduce themselves and then we rated their star. We measure the star classification according to the service provided by the hotels. If there is no cleanliness in the place, if the things they present are not in working condition, there are delays in the assessment."
According to the head of the association, there are hotels with a low level of service both in Baku and in the region: "There are hotels that have seen themselves as candidates for a top star. It is located in a good part of the city, and it is well-maintained, but if you do not pay attention to the hotel, its condition deteriorates. Hotels are monitored through a digital platform for 3 years after being awarded a star. Guest ratings are measured and there is an index for each star. A report on the condition of the hotel is presented every week. If the index is lowered and there are many complaints about the cleanliness and maintenance of the hotel, the hotel is warned and given 3 months to present necessary corrections. Later the hotel is re-audited and if the hotel does not pass the audit, its star is taken away. It's a long process." During the national star classification, the service level of the hotel is also evaluated through the international guest feedback platform "TrustYou". This requires constant improvement of the service level. If the hotel does not meet these requirements, the star given to it is taken away: "After the hotel has passed the audit, opinions are given by the impartiality commission and a protocol is prepared. The hotel receives both international and local certificates. There are hotels whose stars drop during a season. From this point of view, every entrepreneur should keep the hotel under constant attention, and pay attention to its conditions and service."
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