hotel star category

About us

The Certification Body for Hotel Star Categories (hereinafter – CBHSC) of the “Azerbaijan Tourism Board” public legal entity operating under the State Tourism Agency of the Republic of Azerbaijan has been functioning since 2019 as a conformity assessment body accredited in accordance with the AZS ISO/IEC 17065:2021 standard.
 

Legal basis

According to Article 9.1 of the Law of the Republic of Azerbaijan “On Tourism”, every hotel operating in the territory of the Republic of Azerbaijan must obtain a star category within 6 (six) months from the date of commencement of operations. Determination of the star category of hotels is carried out by conformity assessment bodies based on the “Evaluation Criteria for Star Categories of Hotels” approved by the Collegium Decision of the State Tourism Agency dated May 2, 2023.

At the same time, in accordance with Article 9.1 of the Law on Tourism, hotels operating without a star category are subject to administrative liability under Article 428-1.2 of the Code of Administrative Offences and fined in the amount of two thousand to five thousand manats.
 

Initial requirements

According to paragraph 1.1.21 of the Law of the Republic of Azerbaijan “On Tourism”

• There must be a unified reception and registration area
• Accommodation service must be provided in rooms with sanitary facilities for guests
• The capacity of the room stock must be at least 11 (eleven)
• At least one meal a day and other additional services must be provided

Note: A hotel may provide hotel services on the condition of having a mutual cooperation agreement with restaurants offering catering services within its building.
 

Required documents

• Order form (signed)
• TIN copy
• Copy of the document confirming the authority of the hotel manager
• If the authority of the business entity is delegated, a copy of the document on delegation of authority
• Bank details
   

Evaluation process

After the contract is signed with the client and payments under the invoice are ensured by the hotel, CBHSC contacts the hotel representative to agree on a date for the audit. In accordance with the agreed date, the decision on conducting the audit in compliance with the relevant standard is formalized with the approval of the head of CBHSC and sent to the email address indicated in the hotel’s “Order” form for information and reminder purposes.

At least 3 days before the audit, the expert-auditors approved in the audit decision/plan review all complaints (if any) received by CBHSC regarding the hotel to be audited and make secret calls/reservations. They also take into account guest reviews of the hotel through the “TrustYou” platform.

 On the date approved in the audit decision/plan, the expert-auditors carry out the evaluation (audit) at the hotel based on the “Evaluation Criteria for Star Categories of Hotels” approved by the Collegium Decision of the State Tourism Agency dated May 2, 2023.

As a result of the audit, the expert-auditors prepare an audit report (audit opinion) and submit it to the CBHSC Evaluation and Decision-Making Commission for a decision regarding the hotel.
 

Decision process

The CBHSC Evaluation and Decision-Making Commission (DC) reviews the audit reports (opinions) and other online/offline evidence and photos about the hotel one by one and makes a decision. DC meetings are formalized with meeting minutes. Based on these minutes, all decisions taken at the meeting are approved through the electronic document circulation system in accordance with the law and relevant standards. The approved decision is sent within 3 days to the email address indicated in the hotel’s “Order” form.

A hotel that disagrees with the decision has the right to file an appeal within 15 days.

Appeals received by CBHSC later than 15 days are not considered, and the hotel is informed about this.

Appeals are regulated by the “Appeals” procedure approved by CBHSC in accordance with the relevant standard.
 

Star category certificate

15 days (appeal period) after the decision on the assigned star rating is sent to the hotel via email, CBHSC issues and presents the “Star Category Certificate” and the “star sign” (plaque).

The “Star Category Certificate” and the “star sign” (plaque) issued by CBHSC to hotels are valid for 3 years (subject to annual inspection control) and may be used only during their validity period.

Hotels whose 3-year validity period is expiring must apply to CBHSC at least 1 month in advance to initiate the recertification process.
 

Application for re-audit

Although the star rating issued to hotels is valid for 3 years, if the hotel claims that during this period there have been renovations, repairs, acquisition of new equipment, or any other changes that may affect the star rating, it may apply for a “re-audit”.

CBHSC accepts applications for a “re-audit” if at least 6 months have passed since the decision on the star rating was sent to the hotel and the annual certificate fee has been paid. Otherwise, the hotel is informed via email and phone about the reason for non-acceptance of the application.

For hotels whose applications for a re-audit are accepted, an invoice for the re-audit service fee (700 AZN) is sent in accordance with the CBHSC tariff schedule. The re-audit is conducted after payment is made.

Except for decisions to revoke the “Star Category Certificate” and “star sign” (plaque), all decisions resulting from the audit do not affect the validity period of the 3-year star rating issued to the hotel.
 

Document base

• “Order” form
• Tariff schedule (Order)
• Requisites
   

Procedures, policies, forms, rules, and guidelines

1. "Complaints" Procedure
2. "Appeals" Procedure
3. "Use of Logo" Procedure 
4. Impartiality Statement 
5. Quality Policy 
6. "Appeal Application" Form