BY GCWALISILE MHLABANE
MBABANE – Eswatini’s tourism sector is expected to see a marked improvement in service quality following the introduction of new tourism grading standards designed to strengthen hospitality excellence, improve visitor confidence and enhance the country’s competitiveness as a destination.
The Eswatini Tourism Authority (ETA) says the new Establishments Grading System will play a key role in ensuring that hotels, lodges and guest houses across the country meet clear, consistent and internationally recognised standards.
The initiative is viewed as an important step in professionalising the tourism sector, particularly as Eswatini continues to position itself as a growing destination for both leisure and business travel.
Speaking during an interview on Market View on Eswatini TV on June 23,2026, ETA Chief Executive Officer Vusi Dlamini said the grading system is designed to provide travellers with confidence in the quality of accommodation they choose while helping establishments improve their service delivery.
Dlamini explained that the system is based on a star-rating model used internationally, allowing accommodation providers in Eswatini to be measured against global best practice standards. He said the goal is to ensure consistency in the visitor experience, so that tourists who book a graded establishment in Eswatini receive a level of service that matches their expectations based on the star rating.
“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.
Dlamini added that the grading system is backed by national regulations, which provide a structured and transparent framework for how assessments are conducted and how ratings are awarded. He said this legal foundation ensures fairness, consistency and credibility in the process.
According to him, establishments are assessed within their own categories, meaning hotels are measured against hotel standards, guest houses against guest house standards, and lodges against lodge-specific criteria.
He said this approach recognises the diversity of the tourism sector while ensuring that quality benchmarks remain clear and relevant to each type of accommodation. “Different types of establishments serve different kinds of travellers. What matters is that within each category, the star rating clearly reflects the level of quality and service a guest can expect,” he said.
Dlamini said the assessment process is detailed and covers the full guest experience, including reception services, cleanliness, room quality, food offerings, staff interaction and overall presentation.
He said establishments interested in being graded are required to apply to ETA and indicate the star level they believe they qualify for. ETA then conducts a full evaluation to determine whether the establishment meets the required standards.
Although participation in the grading system is voluntary, Dlamini said ETA expects strong uptake from the sector due to the benefits it offers in terms of reputation, competitiveness and market access.
To support operators who may not yet be ready for formal grading, ETA has introduced a pre-assessment process. This allows establishments to request an evaluation before applying, enabling them to understand their strengths and areas for improvement.
Under this system, ETA provides feedback and guidance on what upgrades are needed for an establishment to reach its desired rating.
Dlamini said this approach is intended to encourage participation and development rather than create pressure on operators.
“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 added that the grading system is expected to contribute significantly to improving the quality of Eswatini’s accommodation stock, which is essential for the country’s long-term tourism growth strategy.
Dlamini noted that the system is particularly important as Eswatini seeks to attract more international tourists and expand its presence in the meetings, incentives, conferences and exhibitions (MICE) market.
“With growing interest in hosting conferences and large-scale events in Eswatini, it becomes important for us to clearly demonstrate the quality and range of accommodation available. The grading system helps us do exactly that,” he said.
Dlamini said the introduction of the system will also encourage healthy competition among establishments, pushing them to continuously improve their facilities and service standards.
He said this will not only benefit individual businesses but will also enhance the overall reputation of Eswatini as a tourism destination known for quality and reliability.
Ultimately, the new tourism grading standards are expected to play a central role in strengthening the country’s hospitality industry, improving visitor experiences and supporting sustainable growth in the tourism sector.
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