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What is GuestRights?
GuestRights is a membership program for hotels and resorts that place a high value on guest experience. GuestRights' goal is to set new standards of guest satisfaction by helping to establish guest expectations and facilitating communication between hotels and their guests. |
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What is the Guest Bill of Rights?
The Guest Bill of Rights is the cornerstone of GuestRights as each member hotel has agreed to uphold this ten-point pledge. It covers virtually every concern that any guest could have while staying at a hotel, from problems with payment to room cleanliness to broken amenities. As consumers, guests should be looking for hotels that follow the Guest Bill of Rights when booking to ensure that they are receiving the highest possible level of service during their stay. |
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Have all of the member hotels agreed to the Guest Bill of Rights?
Yes, all of our member hotels have agreed to uphold the Guest Bill of Rights. This is one of the most important requirements of membership. |
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What is the Guest Bill of Rights (GBR) Survey?
The Guest Bill of Rights (GBR) Survey is a tool to let hotels know how satisfied their guests are with their service. By completing the surveys after their stay, guests will be bringing any issues or concerns to management's attention, ensuring that the next guests' experience will be even more satisfactory. |
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How does the GuestRights Grade work?
We have a GuestRights grade system for all of our member hotels. The grades are assigned as follows:
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| AAA | An exceptional grade. Hotel has been a full member in good standing for
more than one full year, and has an average GBR Survey grade* of 90% or higher.
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| AA | An excellent grade. Hotel has been a full member in good standing for
more than six months, and has an average GBR Survey grade* of 80% or higher.
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| A | A high grade. Hotel has an average GBR Survey grade* of 70% or higher.
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| B | A fair grade. Hotel has an average GBR Survey grade* of more than 65%,
but less than 70%.
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| C | An unsatisfactory grade. Hotel has an average GBR Survey grade* of 65% or less and has been suspended. If improvement is not made within six months, GuestRights membership will be terminated.
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| D | An unsatisfactory grade. Hotel has an average GBR Survey grade* of 50 to 59% and has been suspended. If improvement is not made within six months, GuestRights membership will be terminated.
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| F | An unsatisfactory grade. Hotel has an average GBR Survey grade* of below 50% and has been suspended. If improvement is not made within six months, GuestRights membership will be terminated.
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| NA | If there are none or few recent GBR Surveys, we have no data on which to base a GuestRights Grade on. In these cases, “NA” (Not Applicable) is given instead.
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| *This is the average Guest Bill of Rights Survey grade over the past 60 days.
A "+" is included in the GuestRights Grade for all member hotels.
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How does the CommentCard Service work?
Our CommentCard Service is the best in the hospitality industry. Extensive research has gone into the development of our CommentCards which have been optimized to provide the maximum service to hotels and their guests.
Guests have the option of choosing between two different CommentCard forms - standard or extended. Guests are then able to share their experience in more than 40 specific sections in these categories: general, service, facilities, room accomodations, and dining. Guests are also able to enter comments in their own words and have the option of requesting that the hotel respond to their comments. Submitting a CommentCard is a great way for guests to provide feedback to the hotels in which they stay. |
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Can I complete a CommentCard for a non-member hotel?
Yes. CommentCards can be completed for member or non-member hotels. CommentCards will be sent to all hotels regardless of their member status; however, hotels must be enrolled in this service in order to receive the full benefits of the CommentCard program. |
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How does the Dispute Resolution Service work?
The Dispute Resolution Service provides guests with a way to resolve their complaints with a hotel. GuestRights works as a mediator between the hotel and the guest to resolve the complaints. As hotels know that satisfied guests are nearly twice as likely to return to the same hotel again (source: Hotel & Motel Management), they will work hard to resolve all problems to the guest's satisfaction. |
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Can I file a complaint against a non-member hotel?
Yes, GuestRights' Dispute Resolution Service can be used to file a complaint with with a hotel regardless of their member status; however, hotels must be enrolled in this service in order to receive the full benefits of the Dispute Resolution Service. |
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