In 2000, when the Tourism Grading Council of South Africa (TGCSA) was formally established under the leadership of then-Minister Valli Moosa, its mission was clear: create a system of quality assurance that would give both travellers and the trade confidence in South Africa’s tourism offering. Twenty-five years later, TGCSA stands as the country’s only officially recognised quality assurance body — and its role has never been more important.
“Twenty-five years of grading predates online guest reviews,” says Bronwen Auret, Chief Quality Assurance Officer at TGCSA. “An online review is valuable for understanding brand experience, but it’s subjective. Our assessors are trained professionals. They ensure standards are consistent across the entire industry. That’s the guarantee built into a star grading.”
From shower curtains to sustainability
The history of grading in South Africa stretches back much further than TGCSA’s official launch. As early as the 1960s, grading was compulsory under the Hotel Board, though the system was rigid and often punitive. The modern TGCSA was designed to be voluntary, inclusive and industry-driven, providing a framework that allowed establishments to opt in and prove their worth through consistent standards.
Over the decades, though, grading has had to adapt to reflect changing traveller needs. “When we started out, no one was checking for Wi-Fi,” Auret laughs. “Today, however, it’s a basic expectation. Similarly, what was once acceptable — like shower curtains — has evolved into higher standards, like shower doors. These shifts show how grading grows with consumer expectations.”
The categories have expanded too. Once focused exclusively on formal hotels, TGCSA now grades eight accommodation and venue types, including self-catering apartments, caravan parks, glamping sites, game lodges and meeting venues. “South Africa’s tourism products are diverse, and our grading system reflects that diversity,” Auret explains. “It’s how we ensure that every traveller, whatever their budget or reason for travel, can find a quality-assured option.”
The assessors: unsung heroes
At the heart of the system are TGCSA’s assessors — dedicated professionals who crisscross the country to ensure establishments meet the criteria. Many have been with the organisation for decades.
“Our assessors are not just inspectors, they are business coaches,” Auret emphasises. “I know of one property that started out as a two-star and, over twenty years of working with the same assessor, has grown into a four-star establishment. That partnership is invaluable. It’s about building businesses, not just checking boxes.”
These human expertise, she argues, are what set TGCSA apart: “Technology and artificial intelligence (AI) are valuable, but they can’t replace the trained eye of an assessor. Grading is about trust. It’s about knowing that your kettle, your lighting, your universal access requirements — all those details have been checked by a professional who understands consumer needs.”
Looking ahead: the next 25 years
As TGCSA celebrates this milestone, the focus is firmly on the future. Sustainability, inclusivity and digital integration are central to the council’s evolving criteria.
“In our proposed new grading criteria, sustainability is a core requirement,” Auret says. “That means reducing waste, procuring locally and making sure communities benefit.”
She says accessibility is another big focus: “It’s not just about wheelchair ramps, it’s about making sure a bed is at the right height or that staff are trained to support hearing-impaired guests. And then there are cultural needs: ensuring Muslim travellers can access halal food or prayer spaces, for example.”
Going forward, Auret envisions a grading system that is both more robust and more digital. “I’d love to see a system that integrates real-time feedback, with a bigger assessor pool to meet demand, while still keeping the human touch. The goal is to stay relevant — to make sure that, in the midst of technological change, South Africa’s grading system remains trusted by both trade partners and consumers.”
Why grading still matters
For Auret, the value of grading can be summed up in one sentence: “At the very essence of it, guests should feel: I got what I paid for — and I’m happy with it.”
That satisfaction translates into referrals, repeat business and, crucially, South Africa’s global reputation. It ensures the country is seen as a quality-assured destination that is competitive with the best in the world.
“Grading is not rigid. It’s a baseline we all operate from, a common language of quality that strengthens South Africa’s tourism brand,” Auret reflects. “It has carried us for 25 years, and it will carry us for the next 25 — and beyond.”