Ensuring impeccable quality in the French hotel industry relies on strict adherence to Atout France standards, the official benchmark for hotel classification. We offer a comprehensive exploration of the criteria, procedures, and best practices to ensure the excellence of your establishment.
Presentation of Atout France standards
Atout France, France’s tourism development agency, is the official organization responsible for classifying tourist accommodations, including hotels. This classification, represented by the famous stars (from 1 to 5), guarantees guests a level of comfort, service, and safety that meets their expectations.
Why a hotel classification?
- Provide travelers with clear and reliable information
- Promote hoteliers’ commitment to quality
- Promote the upgrading of the French hotel sector
- Hotel categories according to Atout France
Hotel categories according to Atout France
The Atout France classification distinguishes five hotel categories, each corresponding to a level of service and a target clientele:
| Category | Comfort Level | Target Clientele |
|---|---|---|
| 1 star | Economy, basic comfort | Small budgets, short stays |
| 2 star | Mid-range | Families, business travelers |
| 3 star | Upper mid-range | Tourism, business, couples |
| 4 star | High-end | Demanding clientele, long stays |
| 5 star | Luxury and very high-end | Luxury, international clientele |
The Palace distinction: Beyond the 5-star classification, some establishments can obtain the Palace distinction, reserved for absolute excellence and an exceptional customer experience.
The classification process: stages and renewal
The Atout France classification is voluntary and must be renewed every five years. Here are the key steps:
- Classification request: The hotelier chooses the desired category and submits a preliminary assessment on the Atout France platform.
- Inspection visit: An accredited organization conducts a complete inspection of the establishment. For 4- and 5-star hotels, a mystery visit is also conducted.
- Criteria assessment: More than 240 criteria are verified, covering amenities, services, cleanliness, accessibility, safety, sustainable development, etc.
- Classification decision: Atout France makes a decision within one month of the visit.
- Display of the sign: The hotel displays the official plaque corresponding to its classification.
- Renewal: Every five years, the establishment must re-inspect to maintain its stars.
The main axes of the Atout France criteria
The criteria are divided into three main sections, each essential to ensuring impeccable quality:
1. Amenities (criteria 1 to 155)
These concern the quality of the rooms, common areas, and facilities:
- Minimum room size: Varies by category (e.g., 20m² for a 5-star single room, 24m² for a double).
- Bedding: Minimum dimensions, mattress quality, cleanliness, availability of mattress protectors, extra pillows, and blankets.
- Bathroom and restrooms: Cleanliness, individual amenities, minimum surface area, availability of welcome products, and sufficient and perfect condition bath linens.
- Electrical equipment: Adequate lighting, available electrical outlets, flat-screen television with international channels, and high-performance Wi-Fi.
- Furniture: Wardrobe with hangers, storage, seating, bedside tables, and “Do Not Disturb” devices.
Sound and thermal insulation: Double glazing, quiet environment. Common areas: Cleanliness, maintenance, accessibility, tasteful decor, separate lobby for higher categories.
2. Guest services (criteria 156 to 207)
These assess the quality of the welcome, the availability of the staff, and the services offered:
- Multilingual reception: Staff speak at least one foreign language, often English, from the 3-star category.
- Reception: Opening hours, 24/7 availability for 4- and 5-star hotels, electronic check-in/check-out available.
- Breakfast: Variety, quality, room service available in higher categories.
- Additional services: Luggage storage, laundry, room service, concierge, taxi and local activity bookings.
- Accessibility: Welcoming people with disabilities, adapted equipment, clear signage.
- Customer experience: Complaint management, satisfaction surveys, attention paid to personalized stays. 3. Accessibility and Sustainable Development (criteria 208 to 243)
Since 2022, the focus has been on ecology and inclusion:
- Accessibility: Compliance with PRM (persons with reduced mobility) standards, adapted rooms, elevators, and access ramps.
- Sustainable Development: Waste management, water and energy savings, use of eco-labeled products, and staff and customer awareness.
- Digitalization: Digitalization of certain services (check-in/out, communication, billing)
Comparative table of requirements by category
| Main criteria | 1 star | 2 stars | 3 stars | 4 stars | 5 stars |
|---|---|---|---|---|---|
| Room size (min.) | 9 m² | 9 m² | 13,5 m² | 16 m² | 20 m² (1 pers.) |
| Private bathroom | Not systematically | Yes | Yes | Yes | Yes |
| Reception | Limited hours | Extended hours | 12h/24 | 24h/24 | 24h/24 |
| Elevator | No | No | Yes (≥3 floors) | Yes | Yes |
| Flat screen | No | Yes | Yes | Yes | Yes |
| Wifi | Not mandatory | Yes | Yes | Yes | Yes, high-speed |
| Room service | No | No | Yes (often) | Yes | Yes |
| Multilingualism | No | Yes | Yes | Yes | Yes |
| Personalized services | No | No | Yes | Yes | Yes |
| Sustainable development | Recommended | Recommended | Mandatory | Mandatory | Mandatory |
| Accessibility for people with reduced mobility | Recommended | Mandatory | Mandatory | Mandatory | Mandatory |
The Palace distinction: French excellence
The Palace distinction recognizes 5-star hotels that offer an exceptional experience. The criteria have been tightened and include:
- Minimum suite size: At least 60 m² or an apartment with a separate living room.
- Highly personalized services: Butler, 24-hour concierge, spa, Michelin-starred cuisine, valet parking, etc.
- Heritage and environment: Exceptional location, history, remarkable architecture.
- Increased standards for cleanliness, maintenance, security, and discretion.
Only about thirty hotels in France hold this distinction, a symbol of global excellence.
Only about thirty hotels in France hold this distinction, a symbol of global excellence.
The Atout France inspection is rigorous and impartial:
- Physical inspection of the entire establishment, including rooms, common areas, and exteriors.
- Compliance with each criterion is verified, with zero tolerance for key areas (cleanliness, safety, and reception).
- Mystery visits for 4- and 5-star hotels guarantee an authentic guest experience.
- Detailed report submitted to the hotelier, with recommendations in the event of non-compliance.
Best practices to ensure impeccable quality
- Regularly train staff on Atout France standards, multilingual reception, and handling sensitive situations.
- Update equipment to meet new requirements (high-speed Wi-Fi, digitalization, high-quality bedding).
- Maintain exemplary cleanliness in all areas, including outdoor spaces and technical rooms.
- Offer personalized services and anticipate guest needs (extra pillows, room service, tourist advice).
- Ensure accessibility and inclusion for all audiences, including people with disabilities.
- Commit to an eco-responsible approach: waste management, reduction of water and energy consumption, selection of eco-labeled products.
- Collect and analyze customer feedback to continuously improve the experience.
To summarize
Atout France standards are the cornerstone of hotel quality in France. Compliance with them ensures guest satisfaction, the establishment’s branding, and competitiveness in the national and international markets. By mastering each criterion, engaging in a continuous improvement process, and meeting guest expectations in terms of comfort, service, cleanliness, accessibility, and sustainable development, hoteliers guarantee impeccable quality and a memorable experience for their guests.
For more information:
- Consult the detailed criteria grid on the official Atout France website.
- Have a pre-classification audit conducted to anticipate areas for improvement.
- Integrate strategic keywords into your website and communications to capture the attention of discerning travelers.
Your hotel deserves excellence, and so do your guests!