Hotel grading is a vital benchmark in international tourism, offering travellers assurance on service quality, comfort, and safety. In Uganda, however, the subject has sparked debate as progress appears slow despite the Uganda Tourism Board’s (UTB) relaunch of the exercise in 2021. Out of more than 2,600 gradable facilities, only a small fraction have been officially classified, raising concerns about the country’s readiness to compete in an industry where credible standards are essential. This has significant implications for Uganda’s ambition to double tourism revenues by 2024/25, particularly in attracting Meetings, Incentives, Conferences, and Exhibitions (MICE) tourism, which demands minimum star-rated facilities. Without strong grading structures, Uganda risks undermining its reputation and losing ground to regional competitors like Kenya, Tanzania, and Rwanda.
At the same time, UTB insists that grading is a rigorous, ongoing process, one that involves registration, inspection, compliance checks, and continuous re-assessment as star ratings expire every two years. While enforcement has its challenges, partnerships with the Uganda Hotel Owners Association (UHOA), stakeholder sensitisation, and market incentives are helping shift attitudes and build cooperation within the industry.
Against this backdrop, CEO East Africa Magazine sat down with Samora Matchel Ssemakula, UTB’s Quality Assurance Manager, to respond to the most pressing questions around hotel grading standards, progress made so far, and the broader implications for Uganda’s tourism sector.
How many hotels and lodges have been officially graded to date, compared to the total number of licensed accommodation facilities?
Currently, 126 facilities have been graded and classified countrywide. When compared to the total pool of about 2,600 facilities that are gradable (not every accommodation qualifies for grading into star categories), this number may appear small. However, grading is a rigorous exercise involving profiling, registration, inspection, and classification, and only facilities that meet the criteria proceed to official grading.
The grading and classification exercise was relaunched in 2021, yet UTB’s website still shows only a handful of graded hotels. Why has progress been so slow?
The process is not just about posting results online. Once grading is done, results must be gazetted, published in widely circulated newspapers, and submitted to the Minister of Tourism, Wildlife and Antiquities and Uganda Tourism Board members for approval. This is a deliberate and thorough process because grading is not ceremonial; it is a marketing tool that must stand up to scrutiny. Additionally, grading is conducted biannually, which also contributes to the gradual pace of updates.
What is UTB’s current timeline for completing the grading exercise nationwide?
Grading is not a one-off exercise, but it is continuous. New facilities are registered every year, and others need re-grading every two years since stars expire. As such, there is no fixed timeline for “completion.” Instead, the focus is on strengthening systems to make grading more efficient and ongoing.
The Tourism Regulations 2008 institutionalised EAC grading standards—why hasn’t UTB enforced them fully?
The standards were operationalised in 2010 and revised in 2024. Since grading was first introduced during CHOGM 2007, the process has matured, but it requires continuous review and compliance checks. Stars expire after two years, so properties must be reassessed regularly. Enforcement is ongoing, but facilities must also take responsibility for maintaining standards.
Does UTB have legal or administrative powers to sanction non-compliant hotels, and if so, why hasn’t this been applied?
UTB sanctions hotels primarily on licensing, which is mandatory for operation. Grading, while important, is not mandatory; hence, penalties are not attached to it. However, all hotels must hold a tourism operating licence, and UTB thoroughly enforces this requirement.
Are there influential hotel owners resisting grading, and is UTB facing political interference?
Resistance has greatly reduced. Through sensitisation and partnerships with the Uganda Hotel Owners Association (UHOA), most facilities now recognise the marketing value of grading. Initially, there were challenges, but today there is goodwill and cooperation rather than political resistance.
What risks does Uganda face in marketing itself without credible star-rated facilities?
Without grading, Uganda risks damaging its reputation as a competitive destination. Many international buyers (MICE—Meetings, Incentives, Conferences, Exhibitions) require a minimum of three-star hotels. Lack of credible grading undermines service quality assurance and the overall tourism brand, making Uganda less attractive regionally and globally.
How Africa is Unlocking its Solar Market Momentum for a Sustainable FutureHow does this affect Uganda’s ability to compete with Kenya, Tanzania, and Rwanda?
While East Africa generally has relatively low numbers of graded facilities, the real competitive factor lies in international hotel chains. For instance, Kenya hosts around 76 international brands, giving it an advantage. Uganda must therefore focus both on grading and attracting global chains to strengthen its position.
UTB has ambitious goals to double tourism revenues by 2024/25. How realistic are these if standards remain unenforced?
The revenue targets are realistic when supported by strong marketing and continuous quality improvements across the tourism value chain. Regulations on quality, combined with effective promotion, will help Uganda meet these projections despite current gaps in grading enforcement.
Why are some UHOA members reluctant to submit facilities for grading?
Concerns often revolve around costs, fear of being downgraded, and regulatory burdens such as taxes. Some owners fear investing heavily only to receive lower star ratings. Others cite challenges like space requirements for higher classifications. Grading demands additional investments, which some operators hesitate to make.
Some argue that powerful hotel owners with political influence are sabotaging the process. How do you respond to that?
There is no evidence of political sabotage. In fact, influential hotel owners are increasingly supportive and eager to learn about standards. UTB has not encountered political resistance in enforcement; instead, compliance levels are rising due to sensitisation efforts.
How can UHOA justify marketing Uganda as a destination when most hotels remain ungraded?
UHOA works closely with UTB through a signed MoU. Their role is to lobby, train, and sensitise members. Marketing continues alongside efforts to raise compliance levels, and grading remains a joint, ongoing responsibility.
Has UHOA agreed with UTB on a specific timeline to bring members on board?
No fixed timeline exists. Like UTB, UHOA treats grading as a continuous process. Through the MoU, they are committed to mobilising members on an ongoing basis.
What penalties or incentives are being discussed to fast-track compliance?
There are no penalties for failing to undergo classification. However, UTB and UHOA use incentives such as marketing promotions, advertising, business referrals, and capacity-building (training and advisory services) to encourage compliance.
What commitments are being made to avoid endless delays? Commitments focus on providing sustained support and incentives to members, ensuring they view grading as a value-adding process. UHOA continues to pledge collaboration with UTB to bring as many facilities on board as possible.
