Forbes Standards

The Forbes Standards are the criteria used by FTG inspectors to evaluate and assign ratings (up to five stars) to these establishments.

The Forbes Travel Guide (FTG) is known for its rigorous and independent global rating system for luxury hotels, restaurants, and spas.

Forbes Standards emphasize luxury, service, and overall guest experience, and they are widely respected in the hospitality industry.

Here’s an overview of key elements of Forbes Standards:

1. Five-Star Rating:

• Exceptional service and memorable experiences that exceed guest expectations.
• Highly personalized service tailored to individual guest needs.
• Impeccable attention to detail, offering the finest amenities and design elements.
• Properties have a unique sense of place, reflecting a sense of grandeur, refinement, or elegance.
• Services are often proactive rather than reactive, ensuring guests’ desires are anticipated.

2. Four-Star Rating:

• Excellent service that is gracious and professional.
• The atmosphere is luxurious, but not necessarily as personalized or bespoke as Five-Star properties.
• High attention to detail in terms of comfort, design, and quality of service.
• Hotels, restaurants, and spas show consistent excellence in most aspects of guest experience.

3. Three-Star Rating:

• Very good service with thoughtful touches, but not at the same level of opulence or precision as Four- or Five-Star.
• Comfortable, well-maintained, and welcoming environments.
• Professional service that may lack the personalization or bespoke elements of higher-rated establishments.

4. Service Standards:

• Warm and welcoming service: Greeting guests sincerely, maintaining eye contact, and using names when possible.
• Timeliness: Ensuring services are provided promptly and efficiently.
• Attention to detail: Remembering guest preferences and ensuring that services are tailored accordingly.
• Anticipation of needs: Staff should be trained to anticipate guest needs before being asked.

5. Inspection Process:

• FTG uses anonymous inspectors who visit the establishments.
• FTG evaluates them against a proprietary set of more than 900 objective standards.
• These standards assess both service and facility quality.
• About 75% of the score focuses on service quality and guest experience, while 25% focuses on the physical facilities.

6. Areas of Evaluation:

• Arrival and departure: Smoothness of check-in/check-out, greeting, and handling of luggage.
• Room service: Quality, presentation, and promptness.
• Dining experience: Food quality, presentation, staff knowledge, and ambiance.
• Housekeeping: Cleanliness, attention to detail, and how well the room is prepared daily.
• Spa facilities: Quality of treatments, ambiance, relaxation options, and personal service.
• Public spaces: Maintenance, cleanliness, and luxurious touches throughout.

Forbes Travel Guide’s Forbes Standards help establish and maintain the highest levels of hospitality across the globe.

Forbes Standards : Hotels

FTG anonymously inspects hotels based on 900 criteria. Forbes Standards evaluation process focuses primarily on service but also assesses the facilities. Here’s a breakdown of the Forbes Standards used to rate hotels, from Five-Star to Three-Star ratings:

Five-Star Hotel Standards:

Five-star hotels are known for providing exceptional, luxurious experiences with a high degree of personalized attention. These properties are often iconic in their design, offering exquisite amenities and highly professional service.

1. Personalized and Anticipatory Service:
   • Guests’ needs are anticipated, and staff members consistently go above and beyond without being intrusive.
   • Service is proactive rather than reactive, meaning staff often assist before the guest asks.
   • Staff members are warm, engaging, and address guests by name.
2. Exceptional Facilities:
   • The physical aspects of the hotel (rooms, common areas, and restaurants) are impeccable. The physical aspect focuses on elegance, refinement, and comfort.
   • Attention to detail is crucial. It can include features like fresh flowers, luxurious linens, state-of-the-art technology. It can also include design that complements the overall guest experience.
3. Outstanding Dining and Room Service:
   • Restaurants offer creative, well-prepared cuisine with excellent presentation, and the dining experience is highly refined.
   • Room service is prompt, with food arriving at the correct temperature and often includes thoughtful touches such as personalized notes or extras.
4. Impeccable Housekeeping:
   • The rooms are spotlessly clean and maintained, with turndown service that might include extras such as bedside water, treats, or personalized notes.
   • The guest room is refreshed regularly, with linens and amenities restocked without the guest needing to request them.
5. Luxury Amenities:
   • Hotels offer high-end amenities such as luxurious spa treatments, exclusive fitness centers, and beautiful pools with top-quality service.
   • The property provides special services such as personal butlers, car services, and high-end concierge services.

Four-Star Hotel Standards:

Four-star hotels offer outstanding service and are typically luxurious, though they may not offer the same level of personalization or opulence as five-star properties.

1. Professional, Courteous Service:
   • Staff is highly trained, polite, and always ready to assist guests in a timely and efficient manner.
   • Service is responsive and anticipates guest needs, though it might not be as personalized as in a five-star hotel.
2. Elegant and Comfortable Facilities:
   • The hotel environment is still luxurious, offering high-quality furnishings and attention to detail.
   • Guest rooms are spacious and well-appointed with upscale amenities and modern design, although they might not have the same grandeur or uniqueness as five-star hotels.
3. Dining Excellence:
   • Restaurants provide excellent food and service with high-quality ingredients, though perhaps without the same creative edge or exclusive atmosphere of five-star dining.
4. Efficient Housekeeping:
   • Rooms are well-maintained and clean, with thoughtful housekeeping services such as turndown, but without the extra touches found in five-star properties.
5. Strong Amenities:
   • Four-star hotels still provide luxurious amenities such as spas, fitness centers, and pools, though they may not offer the same extensive variety or uniqueness found in five-star hotels.

Three-Star Hotel Standards:

Three-star hotels offer very good service and comfortable accommodations, though they tend to be less luxurious or personalized than higher-rated properties.

1. Efficient, Polite Service:
   • Staff is courteous and efficient, providing timely service, though it may lack the highly polished, anticipatory aspect found in higher-rated hotels.
   • Service is more standardized, focusing on ensuring guest needs are met.
2. Comfortable and Well-Maintained Facilities:
   • The property is well-kept and clean, providing a comfortable environment for guests.
   • Rooms are functional and pleasant but lack the opulence and attention to detail of four- or five-star hotels.
3. Good Dining Options:
   • Restaurants offer quality food, though they may lack the innovative menus or refined ambiance of four- and five-star hotels.
   • Room service is available and efficient, but without the high-end presentation or extras seen in higher-rated properties.
4. Reliable Housekeeping:
   • Housekeeping is prompt and thorough, ensuring rooms are kept clean and orderly, but without extra personalized touches.
5. Basic but High-Quality Amenities:
   • Amenities such as fitness centers, pools, or business facilities are offered, but may be more limited compared to four- and five-star hotels.

Inspection Process:

• Forbes Travel Guide uses anonymous professional inspectors who assess a hotel based on the proprietary set of 900 objective standards.
• The scoring is 75% based on service quality and 25% on the physical facilities.
• Inspectors look for things like genuine and personalized service, timeliness, attention to detail, and the overall guest experience.

Core Aspects Evaluated:

• Arrival and departure: From the ease of booking and first impressions to the farewell, every touchpoint is assessed.
• Guest rooms: Comfort, cleanliness, layout, and the overall atmosphere are evaluated.
• Dining experiences: The quality of food, service, and ambiance in both restaurants and in-room dining are key factors.
• Service interactions: Warmth, efficiency, and professionalism of staff, including how well they anticipate and meet guests’ needs.
• Housekeeping and cleanliness: Consistent attention to detail in cleaning and room maintenance.
• Hotel amenities: The quality of spa services, fitness centers, pools, and other guest offerings.

By adhering to these Forbes Standards, hotels that receive the Forbes Five-Star, Four-Star, or Recommended distinctions ensure they provide an exceptional level of service and experience to their guests.

Forbes Standards : Spas

The Forbes Travel Guide Standards for Spas set high benchmarks for luxury, service, and facilities, focusing on delivering exceptional, personalized experiences in a serene and meticulously maintained environment. Spas are rated on a Five-Star, Four-Star, or Recommended scale, with increasing levels of luxury and attention to detail as the rating progresses. Forbes Standards prioritize service, ambiance, treatment quality, and overall guest experience.

Five-Star Spa Standards:

Five-star spas are known for offering extraordinary experiences through highly personalized treatments, exceptional service, and a luxurious ambiance that fosters relaxation and wellness.

1. Exceptional Guest Experience:

   • The service is highly personalized, and the staff is trained to anticipate the guest’s needs before being asked, offering a seamless experience from arrival to departure.
   • Every interaction with the staff feels warm and genuine, with guests addressed by name whenever possible.
   • The entire experience is meticulously orchestrated, from the warm welcome upon arrival to a thoughtful farewell.

2. Impeccable Service:

   • Staff members are knowledgeable about the treatments offered, including products used and techniques applied, and they explain every step of the treatment to ensure the guest feels comfortable.
   • The staff is proactive, ensuring the guest is well taken care of during the entire spa journey, providing refreshments, warm towels, or additional amenities without needing to be prompted.
   • Therapists deliver treatments with consistency, precision, and care, customizing the experience to fit the guest’s preferences and needs.

3. World-Class Facilities:

   • The spa offers an environment of luxury and serenity, with immaculate cleanliness and sophisticated design.
   • Treatment rooms are spacious, soundproof, and well-appointed with high-end amenities (plush robes, heated treatment beds, etc.) to ensure guest comfort.
   • The spa features state-of-the-art amenities such as saunas, steam rooms, plunge pools, and relaxation lounges that enhance the overall wellness experience.
   • The facility is designed to promote relaxation and wellness through the use of soothing lighting, sound, and temperature controls.

4. Luxurious Treatment Offerings:

   • Treatments are highly customized and designed to be holistic and rejuvenating, often incorporating specialized techniques, high-quality products, and innovative therapies.
   • The spa offers signature experiences or exclusive treatments, such as personalized massages, facials using luxury skincare products, or unique wellness rituals.
   • Product offerings include top-tier skincare and wellness products that align with the spa’s luxury ethos.

5. Attention to Detail:

   • The guest’s preferences are remembered and honored throughout the visit (e.g., preferred massage pressure, temperature, or aromatherapy scents).
   • Thoughtful touches, such as personalized treatment plans, complimentary wellness consultations, or small gifts upon departure, enhance the guest’s sense of being valued and pampered.

Four-Star Spa Standards:

Four-star spas offer excellent service and treatments in a refined and luxurious setting, though they may not have the same degree of personalization or opulence as five-star spas.

1. Gracious and Professional Service:
   • Service is friendly, professional, and attentive, though it may not reach the anticipatory or highly personalized level of five-star spas.
   • Staff is knowledgeable and courteous, ensuring that guests feel comfortable and well taken care of throughout their experience.
   • The guest’s preferences are taken into consideration, and therapists offer customized treatments, though the personalization may be slightly less detailed than in a five-star spa.
2. Elegant Facilities:
   • The spa environment is elegant and peaceful, providing a comfortable setting for relaxation.
   • Treatment rooms are well-maintained, private, and equipped with high-quality amenities, though they may not have the same degree of opulence or luxury found in five-star spas.
   • The spa offers a good range of facilities, such as saunas, steam rooms, or relaxation lounges, though they may not be as extensive or unique as in five-star spas.
3. High-Quality Treatments:
   • Treatments are professionally executed using high-quality products and techniques.
   • The spa offers a diverse menu of services, including massages, facials, and body treatments, though they may not be as specialized or unique as those in a five-star spa.
   • Product lines used in treatments are high-quality but may not be as exclusive or luxurious as those found in higher-rated spas.
4. Refined Ambiance:
   • The atmosphere is designed to be calming and rejuvenating, with attention to comfort and relaxation, though it may not have the same level of refinement or luxury as a five-star spa.
   • Décor and lighting are carefully chosen to create a serene environment, though the overall experience may lack some of the luxury touches of five-star facilities.

Recommended Spa Standards:

Recommended spas provide very good service and treatments in a pleasant and well-maintained environment, though they may not have the same degree of luxury or personalization as higher-rated spas.

1. Good Service:
   • The service is friendly and professional, ensuring that guests feel welcome and comfortable, though it may lack the same degree of personalization or anticipatory service as higher-rated spas.
   • Therapists provide consistent treatments, though the experience may be more standardized and less customized to individual preferences.
2. Comfortable Facilities:
   • The spa environment is clean and well-maintained, offering a comfortable space for relaxation, though it may not have the luxurious touches or extensive amenities of four- or five-star spas.
   • Treatment rooms are adequate and functional, with basic amenities that ensure a pleasant experience but lack the opulence of higher-rated facilities.
3. Good Quality Treatments:
   • The treatments are well-executed, and the spa offers a solid menu of services, including massages, facials, and body treatments, though they may not be as specialized or luxurious as those in higher-rated spas.
   • Product offerings are of good quality but may not be as premium or exclusive as those found in four- or five-star spas.
4. Relaxing Ambiance:
   • The atmosphere is relaxing and pleasant, though it may not have the same degree of refinement or luxurious design as higher-rated spas.
   • Décor and lighting are comfortable and conducive to relaxation, though the experience may lack some of the polish and attention to detail found in four- or five-star spas.

Key Elements of the Inspection Process:

• Anonymous Inspections: Forbes Travel Guide uses anonymous inspectors to check Forbes Standards who experience the spa as typical guests, assessing all aspects of the spa visit.
• 900 Criteria: The spa evaluation process includes more than 900 objective criteria from Forbes Standards, which assess every aspect of the guest experience, from booking to departure.
• 75% of the Forbes Standards score focuses on service quality and the guest experience, while 25% Forbes Standards focuses on the physical facilities.

Core Areas Evaluated:

1. Service Quality: The professionalism, warmth, and attentiveness of staff; the ability to anticipate guest needs; and the customization of treatments.
2. Treatment Experience: The quality of treatments, including technique, product use, and therapist knowledge.
3. Ambiance: The overall feel of the spa, including the serenity of the space, décor, and how conducive it is to relaxation and wellness.
4. Facilities: The quality and range of facilities such as steam rooms, saunas, relaxation lounges, and pools, as well as the cleanliness and maintenance of the space.

Forbes Travel Guide’s Forbes Standards help ensure that guests receive a world-class wellness experience, reflecting high levels of service, comfort, and personalization across different levels of luxury.