Visitor accommodation | Visitor attractions
Visitor accommodation figures | Complaints 

Visitor accommodation
A wide range of properties, from hotels and guests houses to serviced accommodation and campsites, is assessed and marketed under the National Quality Accreditation Schemes (NQAS – the star rating schemes).

These are operated by VisitBritain, the Automobile Association (AA), VisitScotland and VisitWales. Following extensive DCMS-supported work led by Alan Britten CBE, the organisations which operate the schemes agreed to adopt improved common inspection standards in May 2005. Implementation of these began in January 2006, with a target date for completion by 2008.

By 2008, the inbound and domestic consumer will have confidence in a standard, star-rated scheme covering all parts of Britain. Many of the major hotel chains now participate in the schemes for the first time, and a new “entry level” rating has been introduced for accommodation providers which aspire to star-rated status.

The challenge now is to increase the proportion of accommodation stock in the schemes (especially in England), to help ensure that the industry is ready to welcome the world to the 2012 Olympic and Paralympic Games, and to make the most of their legacy.

The need to improve accommodation quality was therefore prominent in our consultation for the Tourism Strategy for the 2012 Olympic Games and Paralympic Games, and the results will inform the forthcoming strategy.

Visitor attractions
We also support work led by VisitBritain to extend and improve quality accreditation in the visitor attractions sector. Work with the industry is continuing over 2007 with a view to making membership of the attractions scheme easier and more relevant to both the need of businesses and the expectations of their customers.

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Visitor accommodation figures
Precise figures for total visitor accommodation stock across the UK are difficult to establish, but are estimated in the following table:

Notes:

• Figures are likely to underestimate total stock, and therefore slightly overstate participation in the quality schemes. Yet they form a reasonable base from which to inform the strategic targets for quality scheme participation which are likely to be included in our Tourism Strategy for the 2012 Olympic Games and Paralympic Games 
• These figures relate to 2005 where possible. However, where figures for this latest year are not available, they are as returned. Figures are as returned for 2004 by DCMS to the EU under the Eurostat scheme, and are indicative only. Wales figures refer to 2002 as no 2004 statistics are available; England figure has been adjusted by VisitBritain for known inconsistencies; Scottish figure has been estimated using VisitScotland figures.

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Complaints about hotels and other accommodation providers
Please note: we are not responsible for the operation of the quality schemes, and cannot deal with individual complaints.

We believe that everyone who books accommodation in hotels, B&Bs and guesthouses should expect that, at the very least, the accommodation is fit to be trading and offers a good standard. We want people to come back time and time again and encourage their relatives and friends to come too.

Helping accommodation providers to take action in response to comments and complaints will enable them to improve their service. A visitors' book or comment cards are often available for providing this feedback.

Yet sometimes things go wrong. A problem with pre-booked accommodation should be raised with the owner as soon as possible. If this fails to resolve the problem, or if there is a serious risk for example with food hygiene or a fire or safety hazard, there are several steps that should be taken:

• Before making a complaint, find out which organisation, if any, have supplied the quality rating.

It is important to let the right organisation know about your complaint. The premises will normally display a certificate or plaque with the details of their award. Alternatively look at the relevant literature on the owner’s website, if they have one.

If you are not sure if the establishment has a quality rating, ask at your local Tourist Board or visit www.visitbritain.com.
 
You can obtain more information from the two organisations which operate the quality schemes in England:
 
Visit Britain
Quality in Tourism
Farncombe House
Farncombe
Broadway
WR12 7LJ
T: 0845 300 6996
F: 01386 854319
E: qualityintourism@gslglobal.com
 
AA (the Automobile Association)
AA Hotel Services
Fanum House
Basingstoke
Hampshire
RG21 4EA
Tel: Customer Support Services 01256 844455

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Other types of complaint
If the problem concerns food safety and hygiene, or a health and safety hazard, or is a complaint about trading standards, then the local council in the area where the accommodation is situated should be given details.

A list of councils can be found at www.direct.gov.uk or you may wish to complain online through the consumer complaints website. If the problem poses a fire risk, please inform the local Fire Service Centre.