Comment on Hotel Rankings Counterproductive, Hoteliers Tell CS Mutua

Kenya’s tourism sector is facing friction between the government and hoteliers.

Cabinet Secretary Alfred Mutua’s recent criticism of hotel rankings has caused unease within the industry. Hoteliers fear these pronouncements will damage the reputation of an already struggling sector. Hotelier Mohammed Hersi notes the vital role of the Tourism Regulatory Authority (TRA) in maintaining accurate hotel classifications. He argues that the TRA has been lax in its duties and that customer feedback should be a key factor in the assessment process.

The Kenya Coast Tourist Association (KCTA) echoes these concerns and urges the government to work collaboratively with stakeholders rather than resort to public pronouncements about potential closures. Ishpal Singh Obero, another industry insider, criticizes the government’s tendency to place blame solely on the private sector for hotel ranking issues. The decline in hotel standards is attributed to the high cost of operations within the industry. Mr Mutua expresses concern about the perceived subjectivity and bias in hotel classifications, suggesting these rankings overlook essential hospitality standards.

To address this, he has introduced stricter classification criteria with serious consequences for non-compliance. The announcement came during the launch of the Mara Tourism and Wildlife College. Allegations of manipulated ratings have also surfaced with some hotels potentially facing downgrades. Dr Mutua strongly condemns such practices and criticizes the TRA for allowing hotels to achieve undeserved rankings. He emphasizes that hotels found manipulating the system could face severe penalties, including government-mandated closures.

Upholding high standards is paramount to safeguarding Kenya’s reputation as a tourist destination. The global star-rating system provides a benchmark for guest expectations. It assesses hotels and restaurants based on various factors including location, design, staff presentation, and language skills. Five-star establishments not only meet these baselines but excel by offering luxurious amenities and exceptional customer service. In the 2016 rankings, only three resorts on the Kenyan coast achieved a five-star rating: Leopard Beach Resort and Swahili Beach Resort in Kwale County, and Medina Palms in Kilifi County.

Nairobi’s top-rated hotels included Villa Rosa Kempinski, Hemingways Nairobi, Sankara Nairobi, Fairmont The Norfolk, and The Sarova Stanley. Additionally, Radisson Blu Hotel, Dusit D2, and Tribe Hotel were recognized as five-star establishments. Notably, only 30 out of over 80 classified hotels received star ratings from the TRA.