Forbes Travel Guide 2025
Forbes 5-Star Standards
The global benchmarks we are measured against — know them, live them every shift.
Why Forbes Standards Matter
Forbes Travel Guide inspectors visit hotels anonymously and evaluate over 900 service and facility criteria. Every interaction you have with a guest could be with a Forbes inspector. Always perform as if it is. A single failed standard can cost the property a star rating.
900+
Service Standards
Annual
Anonymous Inspections
5 ★
Our Target
✅ Always Do
- • Use the guest's name in every interaction
- • Offer alternatives when you cannot fulfill a request
- • Maintain eye contact and a genuine smile
- • Anticipate needs before guests ask
- • Follow up after resolving any complaint
- • Keep cross-department communication seamless
- • Escort guests — never just point
- • Knock and announce before entering any room
❌ Never Do
- • Say "I don't know" without finding the answer
- • Put a guest on hold for more than 30 seconds
- • Decline a request without an alternative
- • Use slang or unprofessional language
- • Let luggage arrive more than 10 minutes after registration
- • Leave a guest's complaint unresolved
- • Refer guests to another department without assistance
- • Be seen using a mobile phone in guest areas