Episode 6 Rip Off Britain


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Episode 6

With complaints that some five-star hotels don't quite meet the expected standards, the team unravels exactly what determines how many stars a hotel deserves.


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We asked you who has left you

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feeling ripped off when it comes to your holidays

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and you came back with a catalogue of travel disasters.

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When we got to the hotel it wasn't to standard.

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We felt totally ripped off.

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And we paid to move somewhere else.

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It happens all the time that somebody else has paid less

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for the holiday that I paid more for.

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So whether it's a deliberate rip off,

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a simple mistake or a catch in the small print,

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we'll find out why you're out of pocket and what you can do about it.

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Your stories, your money.

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This is Rip Off Britain.

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Hello, and huge thanks for joining us once again on Rip Off Britain.

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We're totally delighted to have your company where as ever,

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we're investigating more of the stories that you've asked us to look into on your behalf.

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Now, the only difference is - and you may have noticed it,

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is that in this series,

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we're doing it in glorious sunshine as we're focusing on everything

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to do with holidays and travel.

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And as I'm sure most of you will agree,

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a key part of any holiday is where you're staying, so today,

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it's hotels that we're putting under the spotlight,

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as you'll see in more ways than one.

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Now, I have to admit that for me,

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as long as a place has been properly cleaned and the sheets are lovely and fresh, then, on the whole,

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I'm pretty happy but we've been doing some tests to see

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just how clean your average hotel room really is.

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And I think we're going to be in for a few surprises, aren't we, Julia?

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Possibly even shocks.

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Just wait till you see what we found.

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And perhaps most surprisingly,

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it seems whether you've paid ?35 or ?140 for your room,

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cleanliness isn't guaranteed, and in case you're wondering,

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all our tests were in hotels in the UK.

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Coming up - as our test results are checked in a lab,

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how clean is your hotel room?

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Bacteria are invisible to the naked eye

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and so some things may look clean when they're not.

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And what determines how many stars a hotel deserves?

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Why you could be heading for disappointment if the ratings don't mean what you expect.

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Five-star, for me, meant luxury.

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Beautiful food, excellent service, be treated like an absolute queen.

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Now, whether the hotel you choose to stay in is simply a place to lay

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your head at the end of the day, or is a key part of your trip,

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one thing you're going to expect as a given, is that at least it's clean.

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I know I certainly do and that's the same whether it's a budget option

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or indeed a five-star hotel.

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But I'm afraid just because a room looks spotless,

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it doesn't mean that it's been thoroughly cleaned.

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There may be all sorts of things that the naked eye can't see and, in fact,

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the signs of previous occupants may unfortunately still be there.

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So, if you've ever wondered what secrets your hotel room might be hiding,

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we've done some tests to see what not just former guests have left,

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but, more importantly, what the cleaners might have left behind.

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Now, we all want to stay in a room that's scrupulously clean.

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But there are over 700,000 individual hotel rooms in the UK.

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And there could be more than you realise

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lurking in even the ones that look spotless.

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Delia Cannings is something of a cleaning guru.

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What we have been doing this morning

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is looking at the impact of acid descalers on toilets.

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She trains people how to clean hotel rooms

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to the highest possible standard.

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And as someone who really knows,

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she says the industry as a whole doesn't always get it right.

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Sometimes, there is a priority of cleaning for presentation

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as opposed to cleaning for hygiene.

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We want you to walk in and we want you to be wowed and it looks lovely,

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it looks wonderful, it smells wonderful.

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Is it clean? The expectation of the guest is that they're staying in a

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clean environment and will leave that environment as healthy

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as they walked in.

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But as we'll see, there's more to cleanliness than meets the eye

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and Delia has concerns that

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sometimes the working conditions of hotel cleaners

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can make it difficult for them to

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always do the job as thoroughly as they would like.

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It has been known, in some organisations,

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for the people doing the cleaning to be paid by the room,

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as opposed to by the hour.

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Now, that is a real issue and it is being addressed.

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It's the exception, rather than the rule, but it happens.

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And, of course, if you've got people who are having to do more rooms

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to make a reasonable living,

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then the attention to detail is going to be lacking and, sadly,

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the standard will suffer.

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Recent reports into the treatment of cleaning staff in the hotel industry

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found that some hotels do still

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enforce strict targets for how many rooms

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must be cleaned during a set timeframe.

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And one study found that a branch of a well-known chain even withheld

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some pay if cleaners didn't clean enough rooms

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during their five-hour shift.

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Of course, many hotels have standards that staff must work to -

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for example, both the AA and Visit England have guidance laying out

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what they expect from their members.

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But guidance like this can sometimes understandably

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place emphasis on the visual appearance of a room. For example,

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part of the AA's guidance says that rooms of all star ratings should be

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cleaned daily and be looking clean and smelling fresh.

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However, microbiologist Dr Margarita Gomez Escalada

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from Leeds Beckett University

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says that when it comes to cleanliness,

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looks can sometimes be deceiving.

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I think visual checks, in the most part,

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are a good way to check levels of cleanliness,

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particularly looking for dust

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that indicates things have not been cleaned well enough.

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However, I think, in some places, particularly high-traffic places,

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visual checks may not go far enough.

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One thing we need to remember is that bacteria are invisible to

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the naked eye and so, some things may look clean when they're not.

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The question is, are all hotels living up to these exacting standards or could some of them

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be harbouring those dirty secrets?

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Well, with the help of Dr Escalada,

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we conducted an investigation of our own,

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testing a range of hotels on the cleanliness and hygiene standards.

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First, she trained members of the Rip Off Britain team.

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So, for the swabbing, over the flat surface, you need the template,

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you need some swabs.

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They're being taught the intricacies of collecting swab samples

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for analysis at her university lab.

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Our aim is to look more closely at apparently spotless hotel rooms

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and find out just how clean they really are.

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The areas of the hotel that we're going to swab are the light switch,

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the bathroom door handle, a glass, the desk,

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the remote control and the bedspread.

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The reason we've chosen these to swab is because

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these are high-traffic items,

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meaning that we're most likely to be in contact with them when we

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go into a hotel room.

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So, the team sets off on its mission to test five hotel rooms,

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ranging from a basic budget option

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through to the top-of-the-tree five-star.

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But how many will pass our undercover cleaning test?

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Well, later in the programme,

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we'll be back at the lab to see exactly what we found.

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A touch of luxury, outstanding customer service,

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the best of the best -

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booking into a five-star hotel really does, I suppose,

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conjure up different messages for all of us.

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But on the whole, I think we agree

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that we'll usually be willing to shell out

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just that little bit of extra money

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to stay somewhere that is extra special.

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Unfortunately, however, you very often tell us that

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the five-star establishment that you had thought you had checked into

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turned out to be far from the stellar experience

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that you were expecting.

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Now, that's partly because with no set standard

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either in the UK or abroad for that matter,

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determining what exactly deserves to be called a five-star

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or, indeed, any number of stars is not as simple as you might think.

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Because that five-star experience generally costs more,

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I think we all assume we'll be getting nothing but the best

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and a superlative experience

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is exactly what Alison Jones and her fiance Michael

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were looking for when they booked in to

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the Hilton Hurghada resort in Egypt.

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After seeing it advertised on Teletext Holidays

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as a five-star all inclusive resort,

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they paid ?1,578 for a two-week trip.

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We were looking for a special holiday

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and we saw the Hilton, five-star,

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and we thought, "Wow, it's going to be amazing. Absolutely amazing."

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We were so looking forward to it.

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We were so excited.

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To have that sort of holiday is a once-in-a-lifetime for me.

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And those five stars meant a lot to Alison.

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Five-star was...for me, meant luxury.

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Beautiful food, beautiful surroundings, excellent service,

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top-of-the-range, all inclusive, be treated like an absolute queen.

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But Alison feels there was quite a gap between what she expected

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and what she got and, from the photos she took, it does seem that,

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at least, some parts of the hotel had seen better days.

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It was pokey, dirty,

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old-fashioned, needed painting.

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I was really, really disappointed.

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The "wealth of premium amenities" described on the Hilton website

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didn't live up to Alison and Michael's expectations

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and even their room -

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billed as "having stunning views of the Red Sea"

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and "the perfect place to unwind" - they felt was a let-down.

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It was not what I expected at all.

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It was dark, small - so we complained.

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And then they moved us to another room a few blocks up.

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When we arrived there, it was bigger,

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it was a better view, better balcony, um...

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..but, again, it was dirty, it was dingy.

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The couple complained and moved rooms a second time

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but they weren't happy with that one either

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and asked to change rooms yet again.

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In my eyes, they didn't do enough to change things.

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They left us moving rooms three times in three days.

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I don't expect that at the Hilton on my holiday,

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to unpack and pack three times.

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But when they also had serious concerns over the cleanliness

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of the pool area, the restaurant toilets, and there was a leak in one of their rooms,

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it felt to the couple that this was more like a three or even two-star

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experience than the five-star one they'd so looked forward to.

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So they had a meeting with the hotel's manager

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to voice their complaints.

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We said to them, "Five-star means luxury.

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"It means the best quality, the best service."

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He said that's what he provides.

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Keen to prove that,

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the manager waived their bar bill

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and offered them a free meal to make up for their disappointment.

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But though this gesture did go some way to appeasing the couple,

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they couldn't help feeling this was the sort of service

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that they'd expected all along.

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The last meal that we had, the one which they cooked specially for us,

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they brought out this beautiful fish - stunning.

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Absolutely beautiful.

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I expected that every single day.

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Well, we put that to the company with which the couple had booked -

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Teletext Holidays -

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which said that though sorry the experience

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"didn't meet with expectations",

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as the couple hadn't raised concerns with the company at the time,

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it had been "unable to assist".

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It went on to explain that the star ratings it displays are based

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on suppliers' own ratings.

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We also contacted Hilton Worldwide

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which told us it was "extremely sorry"

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the couple hadn't enjoyed their holiday

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but "the hotel responded promptly and appropriately"

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to the issues raised.

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Taking "immediate steps" such as upgrading their room

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and providing additional dining options.

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It said it's "stepped up inspections"

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following Alison's comments about cleanliness and hygiene,

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which - though it takes extremely seriously -

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doesn't reflect the typical experience of either this resort

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or of those across the Hilton portfolio.

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But it added that it, too, relies on local tourism authorities to give

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their own star ratings and in this case, the Hilton Hurghada resort

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was "rated five-star by the Egyptian Ministry of tourism".

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But it's clear from both those responses

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that what constitutes five-star in one country

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may not necessarily make that grade somewhere else.

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In fact, Teletext Holidays does allude to that

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in the small print of its website where it says...

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And with each country, hotel chain,

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and holiday company likely to have its own individual criteria

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for deciding if a hotel merits one or five stars,

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it's not easy to get a consistent idea of what ANY of those ratings

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actually mean.

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Which is why there's now a campaign by the umbrella association

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for the European hospitality industry

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calling for a single and comparable hotel classification system.

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But so far, some of the most popular holiday destinations -

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France, Italy, and Spain, for example, have yet to sign up.

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Here in the UK, while there's no one single authority that sets

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and awards star ratings,

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there are various well-known bodies that, again,

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use their own measures to rate and rank hotels.

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Kirsty Lloyd-Dukes is from the AA, which sets out clearly

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what a hotel has to do to earn five of its stars.

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There are six different areas that we look at -

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service, hospitality, bedrooms, bathrooms, cleanliness, and food.

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And we look at a blend of the facilities - so, for example,

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how many beds does it have, what is the quality of the bedding,

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what's the quality of the pillows like,

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what are fittings like in the bathroom

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but we also look at the experience you have in the hotel.

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If you go up to a five-star, wow!

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I mean, you're going to be looking

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for excellence in every single level of service there.

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So, if you're a first-time guest,

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we'd expect you to be taken to your room,

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we'd expect to see a turndown service and really courteous welcome

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throughout, with all your needs looked after.

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But there can be huge differences in how hotel ratings are worked out

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across the globe.

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The AA rating is UK only.

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And unfortunately there is no one international standard for star ratings,

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so I think it'd be really difficult

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to have one global standardisation of hotels.

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I think that's because the way of living is very different in

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different countries, so your culture, your way of life,

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how you do things and, also, your standard of living

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can really vary between one country and another country.

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But fundamentally, the same principles should be the same wherever you travel.

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You should expect to have that really excellent level

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of service and facilities in a five-star hotel anywhere.

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Well, Alison would agree with that and she believes travel agents

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should be clearer about the inconsistencies

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in star rating systems

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so that holiday-makers don't expect something they may not get.

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I think travel providers should make people aware

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about the differences in five stars...accommodations.

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I think that not everybody realises that the starring system out there

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is different from ours.

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But I did expect a five-star system in place for the Hilton hotel.

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Earlier in the programme, we heard about the battle all hotels face to

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keep themselves scrupulously clean,

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and that means clean not just in a way that you can see,

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but that stands up to even closer scrutiny.

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But that's a tall order with hundreds, sometimes even thousands

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of people passing through every day and not much of a break in between.

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There's no doubt that cleaning staff can be rushed off their feet

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trying to get rooms ready for the next guest.

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So, what does that rapid turnaround mean for how thoroughly

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each room scrubs up?

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Well, in typical Rip Off Britain style,

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we've done some tests of our own to find out.

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You'll recall we set out to take a snapshot of what might be lurking

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in even the most spotless-looking rooms,

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sending swab samples to a lab to answer one simple question.

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How clean is your hotel room?

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The key is to be consistent.

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Medical microbiologist Margarita Gomez Escalada received 60 swabs

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from our crack team of testers,

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who sampled six high-traffic spots for bacteria.

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The light switch, bathroom door handle, a glass, the desk,

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the remote control and the bedspread.

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Our mission, to find out if splashing out more cash for a place

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to get your head down means you'll get a cleaner room.

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Margarita's experiment is designed to be a straightforward process from

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hotel room to petri dish, giving an accurate picture

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of every site tested.

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The swabbing process is a very simple, very effective process.

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It involves using a sterile swab,

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picking up the bacteria on the surface.

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Then, the swabs are taken back to the lab.

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Determining the numbers of bacteria that you find on surfaces

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is very important, because it gives you a really good indication

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of the level of cleanliness of a surface.

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We took swabs at a random sample of five hotels in the same town,

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each of which had a different star rating, from the equivalent of

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a one-star up to a five-star establishment.

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First up, our budget hotel.

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Many of the most familiar booking sites and rating schemes don't refer

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to one-star hotels any more, simply calling them budget options instead.

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The one we chose was a small independent on the edge of town,

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with rooms advertised from ?38 a night.

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So, what did Margarita make of

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the cleanliness at our bargain-basement establishment?

0:18:160:18:19

So, for this hotel, things like the light switch,

0:18:190:18:22

the door handle in the bathroom, the glass in the bathroom,

0:18:220:18:25

since they have such low level of bacteria,

0:18:250:18:27

show that they have been cleaned.

0:18:270:18:29

She did, however, find a few bugs elsewhere.

0:18:290:18:32

But, on the other hand, we found some more on the desk

0:18:320:18:38

and the bed cover.

0:18:380:18:40

And the one that was the highest was the remote control,

0:18:420:18:46

which was this plate.

0:18:460:18:48

But on the whole, for Margarita, this hotel comes out rather well.

0:18:480:18:52

Overall, this hotel is pretty clean.

0:18:520:18:56

Such low numbers indicates good levels of cleanliness.

0:18:560:18:59

So, let's move on to the next rung up, a two-star rated hotel

0:18:590:19:02

advertising rooms from ?93.

0:19:020:19:06

The door handle or on the light switch, there was nothing.

0:19:060:19:11

And then there was just low levels in the rest, really.

0:19:120:19:15

And, whilst bacteria were found in slightly more significant levels

0:19:160:19:20

on the bedspread, overall, again, it was a positive result,

0:19:200:19:23

according to our experts.

0:19:230:19:25

Next, a hotel rated by all the big-name, online booking sites

0:19:250:19:29

as a three-star.

0:19:290:19:30

Part of a chain, it advertised rooms from a very reasonable ?41 a night.

0:19:300:19:36

This hotel fared much less favourably in the lab.

0:19:360:19:39

Margarita found high levels of bacteria on the bedspread -

0:19:400:19:44

and worse was to come.

0:19:440:19:46

And that's the remote control, here,

0:19:460:19:48

which is really difficult to estimate even how many there was.

0:19:480:19:53

Margarita's measuring how many colonies of bacteria

0:19:530:19:56

there are on each sample.

0:19:560:19:59

Maybe 1,000 or even above.

0:19:590:20:01

The higher the number, the dirtier the tested surface was,

0:20:020:20:06

and Margarita would say anything over 150 is unacceptable.

0:20:060:20:09

We were measuring for the presence of bacteria,

0:20:110:20:13

not identifying what they were, so these could be any kind,

0:20:130:20:17

from germs that are harmless to ones that might make you really ill.

0:20:170:20:20

Either way, they're evidence that somewhere

0:20:200:20:22

hasn't been cleaned properly.

0:20:220:20:25

This is - which is even worse - is the light switch,

0:20:250:20:29

and there are so many bacterial colonies on this plate

0:20:290:20:33

that they have formed a film over the agar,

0:20:330:20:37

and it's so very high that it's impossible to estimate.

0:20:370:20:40

The high levels of bacteria indicate, for sure,

0:20:400:20:44

that these areas have not been cleaned.

0:20:440:20:47

Next, we pushed the boat out and booked a four-star,

0:20:470:20:50

town-centre hotel with rooms advertised from about ?107 a night.

0:20:500:20:56

But what did that buy us in terms of hygiene?

0:20:560:20:58

Well, apart from the door handle,

0:21:000:21:02

all the other areas we tested in this hotel

0:21:020:21:04

had high levels of bacteria that Margarita found worrying.

0:21:040:21:08

And there was one particular sample that looked quite innocent...

0:21:090:21:13

This is the swab...

0:21:130:21:15

..but actually yielded results that worried her

0:21:150:21:17

more than anything so far.

0:21:170:21:20

The level of bacteria we found in the glass - too high.

0:21:200:21:24

In fact, the number of bacteria that Margarita grew from the four-star

0:21:260:21:29

hotel's glass tumbler in the bathroom was off the scale.

0:21:290:21:33

And for Margarita, that's significant.

0:21:330:21:36

The fact that there's so high levels of bacteria in the glass

0:21:380:21:40

is concerning, actually.

0:21:400:21:42

Because you use the glass to consume water and thus you're potentially

0:21:420:21:46

ingesting the bacteria on the glass.

0:21:460:21:49

And that could potentially make you sick,

0:21:500:21:52

because it's really high numbers.

0:21:520:21:54

And that could be very serious for some of us, in particular.

0:21:540:21:57

This is of concern because, particularly for risk groups -

0:21:580:22:04

the very old, the very young, those with low immunity -

0:22:040:22:09

coming into contact with this level of bacteria

0:22:090:22:12

could be potentially dangerous.

0:22:120:22:15

You often hear people question the cleanliness of hotel room glasses,

0:22:150:22:19

and, while we didn't find that a problem across the board,

0:22:190:22:22

it certainly seems this hotel's four-star rating

0:22:220:22:25

hadn't bought us the highest standards.

0:22:250:22:27

Surely, still,

0:22:290:22:31

a five-star hotel where rooms costing from ?188 a night

0:22:310:22:35

would take the top spot in our secret cleaning competition?

0:22:350:22:39

It was the last set of samples Margarita received from us

0:22:390:22:42

and they definitely stood out - but not in a good way.

0:22:420:22:45

The last hotel, from all the hotels that we sampled,

0:22:460:22:50

is the dirtiest across the board.

0:22:500:22:53

Almost all the samples here had either high

0:22:530:22:55

or very high levels of bacteria.

0:22:550:22:58

Two of them in particular,

0:22:580:23:00

with the first a spot no guest is likely to be able to avoid.

0:23:000:23:03

The bathroom door handle, the levels are pretty high and it stands out.

0:23:030:23:08

And what about the bedspread on our five-star, luxurious, king-size bed?

0:23:080:23:13

The bed was by far the worst.

0:23:130:23:17

There is no way to count that.

0:23:190:23:22

The covering blanket on the five-star bed was the only bedspread

0:23:220:23:25

in our overall test where the count was off Margarita's scale.

0:23:250:23:30

Margarita says there could be all sorts of explanation for such high

0:23:300:23:33

levels of bacteria.

0:23:330:23:34

There are bacteria that live in the environment

0:23:360:23:39

that could be brought in, so muddy boots could be some of that.

0:23:390:23:43

But also, our skin is covered in bacteria.

0:23:430:23:46

We shed skin cells all the time, so it could be some of that, too.

0:23:460:23:49

With the results of our last hotel in,

0:23:510:23:53

we did some final number-crunching to rank our hotels not in order of

0:23:530:23:57

their star-rating, but by the levels of bacteria instead.

0:23:570:24:01

First, the cleanest room was the two-star hotel.

0:24:020:24:05

Followed by the one-star,

0:24:050:24:06

which you might have imagined wouldn't have fared so well.

0:24:060:24:09

They certainly didn't come out with a totally clean bill of health,

0:24:090:24:12

but overall, these two were the most hygienic of the ones we visited.

0:24:120:24:16

In third place was the four-star.

0:24:170:24:20

That was the one with the dirty glass that Margarita was worried

0:24:200:24:22

could even make you ill.

0:24:220:24:24

Next to last was the three-star, with high levels of bacteria

0:24:240:24:28

on almost every surface we tested in the room.

0:24:280:24:30

But the worst results and the highest level of bacteria in

0:24:320:24:35

our snapshot sample came from that five-star hotel which, of course,

0:24:350:24:39

was also, by some distance, the most expensive hotel room of the lot.

0:24:390:24:43

Our experiments definitely showed that star ratings have no relation

0:24:440:24:49

with levels of cleanliness, for sure.

0:24:490:24:51

I mean, this is very important to say, this is a snapshot.

0:24:520:24:56

This is one sample of one hotel on a particular day,

0:24:560:25:00

but it's really quite interesting.

0:25:000:25:03

Of course, we're exposed to bacteria every day and it doesn't necessarily

0:25:060:25:10

mean it's dangerous.

0:25:100:25:11

In fact, Margarita also checked for faecal coliforms -

0:25:110:25:15

that's the bugs associated with poo to you and me -

0:25:150:25:18

and she didn't find anything significant.

0:25:180:25:20

And as it's those bacteria which are more likely to make you poorly,

0:25:210:25:24

that's definitely good news.

0:25:240:25:26

But what we did find does indicate that some areas of these hotel rooms

0:25:280:25:32

have been missed during cleaning.

0:25:320:25:34

And while, of course, we only took samples at a small number of

0:25:340:25:37

randomly chosen hotels, it's more than likely that similar levels of

0:25:370:25:41

bacteria, invisible to the naked eye, could be found in other hotels,

0:25:410:25:45

too, at home and abroad.

0:25:450:25:47

And it's clear that staying somewhere with a higher star-rating

0:25:480:25:51

is no guarantee that you'll end up with a cleaner room.

0:25:510:25:54

So, what's to be done if you're a hygiene-conscious type

0:25:560:25:59

who doesn't like the idea of being exposed to what the guest before

0:25:590:26:02

has left behind?

0:26:020:26:03

I think it's a case of being mindful and being aware that it's

0:26:030:26:07

maybe not as clean as you would have in your own house.

0:26:070:26:10

So, maybe not lie on the throw, on the bed cover,

0:26:100:26:15

because it may not be very clean, and do simple things,

0:26:150:26:18

like rinse the glass and rinse the mug before you use them.

0:26:180:26:22

And, like always, wash your hands.

0:26:220:26:25

If you've got a story you'd like us to investigate,

0:26:330:26:36

we now have even more ways to get in touch.

0:26:360:26:38

You can join in the conversation on our Facebook page.

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Just look for BBC Rip Off Britain.

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As well as the most up-to-date news,

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0:26:500:26:53

Or you can log onto our website, bbc.co.uk/ripoffbritain,

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0:26:580:27:01

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If you'd like to send us an e-mail, then our address is...

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0:27:110:27:13

Well, I must say, I am still genuinely gobsmacked with what we

0:27:260:27:29

found in those hotels that we tested and while you could say,

0:27:290:27:32

"Well, it's just a case of what you can't see won't do you any harm,"

0:27:320:27:36

but, to me, it seems very, very sloppy and it rather suggests that

0:27:360:27:39

it might be time for the whole industry to try and clean up its act

0:27:390:27:43

as far as the cleanliness of hotels is concerned.

0:27:430:27:45

And you know, one way of doing that just might be to tie it into a

0:27:450:27:49

universal standard for star ratings,

0:27:490:27:52

something that it really does seem is sorely needed to be absolutely

0:27:520:27:55

certain that when you book and then pay for a hotel,

0:27:550:27:58

you can be confident that it will be up to the standard that you expect.

0:27:580:28:02

Well, let us know your thoughts on the stories we've looked at today

0:28:020:28:05

and, indeed, on anything else you'd like us to investigate,

0:28:050:28:08

not just holidays.

0:28:080:28:09

We've lots of programmes coming up and even if it's not your case

0:28:090:28:12

we feature, we do read every e-mail and letter that you send

0:28:120:28:16

and each one of them, in fact,

0:28:160:28:17

helps us decide which subjects we're going to cover.

0:28:170:28:20

For now, though, thank you very much for joining us.

0:28:200:28:22

We'll see you again very soon, but from us, it's goodbye.

0:28:220:28:25

Bye-bye. Goodbye.

0:28:250:28:26

Angela Rippon, Gloria Hunniford and Julia Somerville continue the series of holiday investigations by examining the cleanliness of British hotel rooms. As lab tests prove there is a lot more to hotel hygiene than meets the eye, will booking into a more expensive hotel guarantee you'll end up with a cleaner room?

Also, with complaints that some five-star hotels don't quite meet the high standard you'd expect, the team unravels what exactly determines how many stars a hotel deserves.