ISO 21620:2021

FINAL
INTERNATIONAL ISO/FDIS
DRAFT
STANDARD 21620
ISO/TC 228
Tourism and related services —
Secretariat: UNE
Heritage hotels — Equipment and
Voting begins on:
2021­08­30 service requirements
Voting terminates on:
2021­10­25
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ISO/FDIS 21620:2021(E)
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NATIONAL REGULATIONS. ISO 2021

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ISO/FDIS 21620:2021(E)

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ISO/FDIS 21620:2021(E)

Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Requirements . 2
4.1 General requirements and recommendations . 2
4.2 Equipment requirement . 3
4.2.1 Facade, external appearance of building . 3
4.2.2 Lobby, front desk and other common areas . 3
4.2.3 Rooms, bathrooms and toilets . 3
4.2.4 Facilities and equipment related to complementary services . . 4
4.3 Service requirements . 4
4.3.1 Information services. 4
4.3.2 Staff . 4
4.3.3 Food and beverages . 5
4.3.4 Ancillary services . 5
Annex A (informative) Sample application form for approval of a heritage hotel project .6
Annex B (informative) Sample assessment of basic elements of heritage hotels .9
Bibliography .14
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ISO/FDIS 21620:2021(E)

Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
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different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/ directives).
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This document was prepared by Technical Committee ISO/TC 228, Tourism and related services.
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ISO/FDIS 21620:2021(E)

Introduction
Recent years have seen an increase in the demand for and availability of heritage hotels, as they attract
the attention of cultural tourists, who choose them as their preferred accommodation, and hotel
investors and developers.
These hotels are a symbol of the history, art and architecture of their era. Hence, in order to both
preserve their cultural heritage and allow tourists to enjoy the distinctive qualities and ambience of
a traditional way of life, it is necessary to determine requirements and recommendations for heritage
hotels. In addition, it is necessary to establish criteria for the preservation of buildings and for rendering
services to guests in the anticipated manner.
The architecture of the property to be considered for this category should not normally be interfered
with. Any extension, improvement, renovation or change to the existing structure should be in keeping
with the traditional architectural styles and construction techniques, harmonizing the new with the
old.
The criteria determined in this document will help the operators of heritage hotels provide services to
interested customers (mostly cultural tourists) in a historical environment.
This document aims to conserve historical buildings.
There are other International Standards for accommodation dealing with other topics (e.g. quality,
sustainability, accessibility for all) in hotels. Therefore, where no specific criteria are defined, general
services defined in ISO 21401, ISO 21902 and ISO 22483 may be used.
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FINAL DRAFT INTERNATIONAL STANDARD ISO/FDIS 21620:2021(E)
Tourism and related services — Heritage hotels —
Equipment and service requirements
1 Scope
This document establishes the requirements and recommendations related to the equipment and
services applicable to heritage hotels in order to provide quality services in a traditional style.
This document emphasizes the harmonization of the equipment, furniture and service provision style
with the historical period to which the heritage hotel belongs. It does not deal with the equipment or
services of other types of hotels.
2 Normative references
There are no normative references in this document.
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
ISO and IEC maintain terminological databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https:// www .iso .org/ obp
— IEC Electropedia: available at http:// www .electropedia .org/
3.1
converted building
building with considerable artistic heritage value, used as a heritage hotel (3.3) after having
implemented the necessary changes
Note 1 to entry: There are some procedures and instructions for these changes in each country in order to
maximize the conservation of the heritage value of such buildings.
3.2
heritage building
building with historic, cultural, architectural, artistic and/or aesthetic background recognized by a
competent authority, which requires conservation
3.3
heritage hotel
licensed hotel established in valuable historical buildings such as caravanserai, castles and historical
houses for tourist accommodation
1)
Note 1 to entry: In some cases, boutique hotels and historical hotels can be considered heritage hotels, if the
buildings conform to 3.2.
Note 2 to entry: Annex A includes a sample application form for approval of a heritage hotel project.
1) Historical hotels are historical buildings that have been designed, equipped and used as hotels.
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3.4
rehabilitation plan
comprehensive plan consisting of architectural and repair plans as well as schedules of improvements
to accessibility for people with disabilities (if applicable), of maintenance, management and
implementation for a heritage hotel (3.3)
3.5
sustainability policy
intentions and direction of an organization, related to sustainability (in its environmental, social and
economic aspects), as formally expressed by its top management
[SOURCE: ISO 21401:2018, 3.41, modified]
4 Requirements
4.1 General requirements and recommendations
4.1.1 Any building selected to be converted to a heritage hotel shall be able to offer services to the
guests.
4.1.2 Converting the heritage building to a heritage hotel shall not require major changes that
would possibly damage the original building but should include changes that improve the accessibility
conditions of the building (if applicable). If there is not a competent authority who rules this, a detailed
rehabilitation plan containing all permitted changes, limitations and prohibitions while converting
the building to a hotel, as well as any subsequent rehabilitation or restoration, shall be developed and
followed by the heritage hotel management. The restoration principles shall be considered in this plan.
4.1.3 An integrated maintenance plan shall be developed. This plan shall be considered for any
changes while converting the building and while operating the heritage hotel. A responsible person shall
be appointed to monitor this.
4.1.4 The feasibility study, carrying capacity and preservation of heritage elements shall be endorsed
by the competent authority.
4.1.5 Protection of the surrounding area of heritage and historical buildings shall be ensured.
4.1.6 The principles of sustainable development, preservation of the environment and respect of the
carrying capacity shall be specifically considered in the rehabilitation and operation of a heritage hotel.
4.1.7 A sustainability policy should be considered by the management of the heritage hotel.
4.1.8 Carrying capacity for converted buildings should be defined.
NOTE ISO 21401 can be a useful guide for this purpose.
4.1.9 The elements of traditional and indigenous culture shall be considered in rehabilitating and
operating heritage hotels.
4.1.10 The access to heritage hotels shall ensure the preservation of heritage buildings.
4.1.11 Decorative elements shall be harmonized and consistent with the style of the heritage hotel.
4.1.12 New technology shall be incorporated and used in such a way as to ensure the comfort and
convenience of the guests without altering the structure or the style of the building.
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4.1.13 Bathrooms shall observe the structure and conditions of the heritage building, while adapting to
ensure access and use by people with a range of disabilities (if applicable).
4.1.14 The preservation and maintenance of the building, facilities and equipment shall be observed in
accordance with the conditions of heritage buildings.
4.1.15 Conservation service providers shall be qualified. Instructions for conservation shall be
submitted to service providers.
4.1.16 The kitchen shall be established observing the conditions of the heritage building. If additional
equipment and facilities are needed, these can be adjacently located.
4.1.17 The service provision shall recognize and reflect the heritage style and the building condition
(e.g. serving food and beverages according to the related era using dishes and equipment of the same
style).
4.1.18 Facilities and services for people with any kind of disability should be provided. At least one
equipped and accessible room should be provided. If the heritage hotel is unable to provide such services
to guests, this shall be advertised before booking (e.g. via website, brochures, advertisements, e-mail).
NOTE ISO 21902 provides details on accessible guest rooms.
4.1.19 If some services are outsourced, instructions related to quality of services and conservation of
the building shall be given to the service provider.
4.1.20 Heating, cooling, lighting and ventilation systems shall conform to the rehabilitation and
maintenance plan.
4.1.21 The corrective actions taken shall be recorded with the date of occurrence.
4.2 Equipment requirement
4.2.1 Facade, external appearance of building
4.2.1.1 There shall be a clear, legible and undamaged sign referring to the hotel displayed on the
building, observing architectural style in both the local language and English.
4.2.1.2 While designing the landscape (e.g. gardens of the hotel), the main elements of original
landscape shall be kept or restored.
4.2.1.3 The facade and structural elements shall conform to the architecture of the heritage building
and rehabilitation plan.
4.2.2 Lobby, front desk and other common areas
The main entrance shall conform to the architectural design of the heritage hotel. The lobby and other
common areas shall be furnished, decorated or both according to the related era.
4.2.3 Rooms, bathrooms and toilets
4.2.3.1 Installation of bathrooms depends on observing the rehabilitation plan.
4.2.3.2 The size of rooms and bathrooms depends on the conditions of the building and the
rehabilitation plan.
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4.2.3.3 If rooms are equipped with a television, this may be hidden or not visible.
4.2.3.4 Traditional art, furniture and designs should be considered in the decoration of the rooms (e.g.
beds, cupboards, carpets).
4.2.3.5 Local and traditional products should be used in bedding (e.g. linen, pillows, mattresses).
4.2.3.6 The lighting system of the rooms shall conform to the rehabilitation plan of the heritage hotel.
4.2.3.7 The directory book of services and tariffs shall be designed using traditional arts.
4.2.4 Facilities and equipment related to complementary services
4.2.4.1 If ballrooms and restaurants cannot be placed in the heritage hotel, the same services may be
arranged somewhere near the heritage hotel.
4.2.4.2 Shops, exhibitions and workshops of traditional arts and handicrafts should be provided in a
suitable area in the heritage hotel.
4.2.4.3 The heritage hotel shall provide a laundry service. If a laundry service cannot be provided in
the hotel, it shall be outsourced.
4.3 Service requirements
4.3.1 Information services
The heritage hotel shall clearly define and communicate the services available as well as their prices
to guests through different means, such as a website and brochures. At least the following information
shall be available on the website:
— a brief description of the building and its history;
— postal address and directions;
— parking information;
— carrying luggage service information;
— catering information;
— sightseeing and destination information;
— shopping services and souvenirs;
— availability of exchange services;
— additional services provided, such as excursions and day trips;
— information related to the accessibility of the facilities (e.g. availability of lifts), possible limitations
for people with disabilities or both.
4.3.2 Staff
4.3.2.1 In addition to items related to hotels in general, all staff shall be trained according to their role
in the heritage hotel. Training shall include at least the following:
a) information related to the history of the building or heritage hotel and its conservation;
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b) specific sustai
...