ACCOMMODATION DETAILS AND COMPLAINTS PROCEDURE
Accommodation advertised in our guide are all members of either the English Tourism Council (ETC), Automobile Association (AA) or the Royal Automobile Club (RAC) national harmonised accommodation scheme or our own Local Accommodation Inspection Scheme (LIS).
All properties are visited annually by trained, independent assessors, so you can have the confidence that your accommodation has been checked by professionals before being allowed to advertise with us.
New Ratings You Can Trust
Stars, Diamonds, Keys and Flags.
When you’re looking for a place to stay, you need a rating system you can trust. The ratings are your clear guide to what to expect in an easy to understand form.
Using a simple one to five rating, the new system launched in September puts greater emphasis on quality and is based on research which shows exactly what customers are looking for when choosing accommodation.
Hotels are given a rating from one to five Stars — the more Stars, the higher the quality and the greater the range of facilities and level of services provided.
Guest Accommodation, which includes guesthouses, bed and breakfasts, inn and farmhouses is rated from one to five Diamonds. The same minimum requirements for facilities and services applies to all Guest Accommodation from one to five Diamonds. Progressively higher levels of quality and customer care must be provided for each of the one to five Diamond ratings.
The Holiday Park Scheme which includes Holiday Parks, Touring Parks and Camping Parks is rated from one to five Pennants — again, the more Stars/Pennants the higher the quality of service, cleanliness, environment and facilities provided.
The Self Catering Scheme including cottages and flats is given a rating from one to five Keys for the level of facilities — the more keys the more facilities, and a quality grading of Approved, Commended, Highly Commended or De-Luxe is awarded.
What You Do If You Have A Complaint
If you believe you have a complaint, first of all take the matter up with the management of the accommodation and in most cases the complaint will be dealt with on the spot. If you are not satisfied, put your complaint in writing to the management. If you’re still not satisfied then write to the appropriate National Schemes Office listed below and they will do their best to resolve the problem for you.
RAC Scheme
Hotel Services
RAC House
1 Forest Road
Feltham
TW13 7RR
Tel : 0208 9172840
AA Scheme
AA Hotel Services
Farnham House
Basingstoke
Hampshire
RG21 3EA
Tel : 01256 844455
ETC Scheme(LIS)
Quality Assurance Unit
Yorkshire Tourist Board
312 Tadcaster Road
York
YO2 2HF
Tel : 01904 707961