In recent years, classification and quality grading schemes operated by the English Tourist Board and Automobile Association have been extended to acknowledge the growth of motorway lodges. The study attempts to evaluate the effectiveness of these schemes and aims to determine if their criteria measures the customers' expectations. The article reports on a pilot empirical research exercise. Using the critical incident technique and in-depth interviews, the expectations of lodge customers are identified and compared and contrasted with the perceptions of the managers. After comparing these findings to classification criteria, the study concludes that these schemes are effective in measuring routine requirements. A number of discrepancies are also identified, signifying that schemes and providers fail to recognize additional expectations held by customers. Furthermore, guests are not influenced by schemes when selecting lodge accommodation, due to a lack of awareness of their operation. Conclusions prompt the need to revise the criteria in order to reflect these expectations and conduct a promotional campaign to elevate customer awareness.