Mbabane– Eswatini’s tourism industry is expected to benefit from improved accommodation standards and greater visitor confidence following the introduction of a new grading system for hotels, lodges and guest houses.
The Eswatini Tourism Authority (ETA) says the Establishments Grading System will provide travellers with a clear indication of the quality of accommodation available while encouraging operators to improve service delivery and facilities.
Speaking during an interview on Market View on Eswatini TV on June 23, ETA Chief Executive Officer Vusi Dlamini said the grading system will help align local accommodation establishments with internationally recognised standards.
The system uses a star-rating model commonly applied in tourism destinations around the world, allowing accommodation providers to be assessed against established hospitality benchmarks.
Dlamini said visitors should be able to rely on star ratings when choosing accommodation, with each rating reflecting a specific level of service and quality.
“If a visitor books a five-star establishment in Eswatini, they should be able to expect a standard of quality and service that is consistent with what that rating represents anywhere in the world,” he said.
According to Dlamini, the grading programme is supported by national regulations that provide a structured framework for assessments and the awarding of ratings. He said this helps ensure consistency and transparency throughout the process.
Accommodation establishments will be assessed according to their specific categories, with hotels measured against hotel standards, guest houses against guest house standards and lodges against criteria relevant to their operations.
Dlamini said this approach recognises the different services offered by various accommodation providers while ensuring visitors have a clear understanding of what to expect.
The assessments will cover several aspects of the guest experience, including reception services, cleanliness, room quality, food offerings, staff interaction and the overall presentation of an establishment.
Businesses seeking grading will be required to submit applications to ETA and indicate the star rating they believe they qualify for. The authority will then conduct a detailed evaluation to determine whether the establishment meets the required standards.
Although participation in the programme is voluntary, Dlamini said the benefits associated with grading are expected to encourage widespread participation across the sector.
To assist operators preparing for formal assessments, ETA has introduced a pre-assessment service that allows establishments to receive feedback on areas requiring improvement before applying for grading.
Under the programme, operators will be advised on upgrades and improvements needed to reach their desired rating.
Dlamini said the grading system should be viewed as a development tool that helps businesses improve rather than as a compliance exercise.
“We want establishments to see grading as a tool for improvement. If a business is not yet at the level it wants to achieve, we can assess it first, provide guidance and allow it to work towards the standard at its own pace,” he said.
He said the initiative comes at a time when Eswatini is seeking to attract more international visitors and expand opportunities in the meetings, incentives, conferences and exhibitions (MICE) market.
Dlamini noted that conference organisers and international travellers often rely on recognised accommodation ratings when selecting destinations, making the grading system an important tool for promoting the country’s tourism offering.
He added that the programme is also expected to encourage competition among accommodation providers, leading to continuous improvements in facilities and customer service.
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