FRANCE | LAURENCE JÉGOUZO 199 allocated to the mandatory criteria, with a margin of 5%. Compulsory points lost must be compensated by three times as many “à la carte” points; and b) 5%, 10%, 20%, 30% and 40% of the points allocated to the “à la carte” criteria corresponding to categories 1*, 2*, 3*, 4*, 5* respectively. There are 39 noncompensable compulsory points. An institution that does not collect a sufficient number of compulsory points and “à la carte” points cannot obtain the ranking. 4.1.4. STANDARDS APPLICABLE TO TOURIST HOTELS Qualitative criteria: The criteria have been broadened in order to better take into account customers’ expectations. Indeed, the former system attached little importance to the quality of the services offered by the different types of accommodation, but was based more on technical criteria that took little account of services and customer comfort. Service-related criteria: Stars are awarded on the basis of a ranking table using a points system with so-called mandatory and “à la carte” criteria for each category. There are 241 criteria, about 200 more than under the previous regime. These criteria are divided into three chapters. A first chapter on equipment and facilities, further divided into 4 subcategories: i) exterior of the hotel; ii) reception hall and lounge; iii) bedrooms, bathrooms and sanitary facilities; and iv) special facilities. This first category of criteria relates to the general appearance of the accommodation: its capacity, its furnishings, the size of the rooms, etc. In addition to the rather objective criteria mentioned above, there are also more subjective criteria such as the appreciation of the presentation of the staff. A second chapter devoted to customer services divided into five subcategories: i) quality and reliability of customer information; ii) reservation processing; iii) reception and welcome; iv) rooms, bathrooms and sanitary facilities; and v) restaurant service, breakfast, drinks. Finally, the third chapter is devoted to accessibility and sustainable development, divided into two subcategories: i) accessibility for people with disabilities and/or reduced mobility; and ii) environment and sustainable development. Observation: These classification standards are no longer limited to a concise list of criteria relating the common premises and equipment. The new standards take more account of criteria relating to services and in particular the effective use of foreign languages, the quality of services at the time of booking, reception, ancillary services, accessibility, sustainable development and the reception of people with disabilities, and good environmental practices in order to better meet customer expectations. The service requirements are standardised: for
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