Dot Memorandum Circular No. 2012-02

DOT MEMORANDUM CIRCULAR NO.
2012-02
RULES AND REGULATIONS TO GOVERN THE ACCREDITATION OF

ACCOMMODATION ESTABLISHMENTS – HOTELS, RESORTS AND APARTMENT
HOTELS
PURSUANT TO THE AUTHORITY VESTED IN THE DEPARTMENT OF TOURISM

(DOT) BY REPUBLIC ACT NO. 9593 OTHERWISE KNOWN AS THE TOURISM ACT
OF 2009 DATED MAY 12, 2009, ON THE MANDATORY ACCREDITATION OF
PRIMARY TOURISM ENTERPRISES, THE NATIONAL TOURISM STANDARDS FOR
THE ACCOMMODATION SECTOR – HOTELS, RESORTS AND APARTMENT
HOTELS ARE HEREBY PROMULGATED TO IMPLEMENT THE INTENT AND
PURPOSE OF THE SAID REPUBLIC ACT.
BOOK ONE
GENERAL PROVISIONS
Rule I.
Definition and Basic Guidelines
Section 1. Title. These rules shall be referred to as “RULES AND REGULATIONS TO

GOVERN THE ACCREDITATION OF ACCOMMODATION ESTABLISHMENTS –
HOTELS, RESORTS AND APARTMENT HOTELS.”
Section 2. Definition of Terms. When used in these Rules, the following terms shall,
unless the context otherwise indicates, have the following meaning:
a. “Accreditation” shall refer to a certification issued by the Department to a tourism

enterprise that officially recognizes it as having complied with the minimum
standards for the operation of tourism facilities and services;
1
b. “Act” shall refer to Republic Act No. 9593, otherwise known as the “Tourism
Act of 2009”;
c. “Apartment Hotel” shall refer to serviced apartments offering self-contained units

that contain access to kitchen and laundry facilities. A number of bedrooms may
share one bathroom in the unit;
d. “Department or DOT” shall “Department” refers to the Department of Tourism

created pursuant to Presidential Decree No. 189 (1973), as amended;
e. “Hotel” shall refer to full service accommodation with reception and guest rooms
generally offering private facilities with an onsite restaurant, room and bar
services available. Additional facilities such as business centres and conference
rooms are expected;
f. “Mandatory Requirements (M)” shall refer to those requirements without which an

enterprise shall not be accredited;
g. “Minimum Requirements (m)” shall refer to those requirements which are

minimum to a certain classification, without which the establishment will not be
awarded such classification but instead be downgraded to a lower one,
regardless of the total points accumulated.
h. “OTSR” shall refer to the Office of Tourism Standards and Regulation of the
Department.
i. “Primary tourism enterprises” refers to travel and tour services; land, sea and air
transport services exclusively for tourist use; accommodation establishments;
convention and exhibition organizers; tourism estate management services; and
such other enterprises as may be identified by the Secretary, after due
consultation with concerned sectors;
j. “Quality Gradings” shall refer to such terms as unacceptable, adequate, good,

very good, excellent and outstanding are used to signify the ascending levels of
quality;
k. “Resort” shall refer to full service accommodation located in a more natural,

relaxed environment, with reception and guest rooms generally offering private
facilities with an onsite restaurant, room and bar service available. Additional
recreation facilities and tour services are expected;
l. “Rules” shall refer to these rules and regulations implementing the Accreditation
of accommodation establishments without prejudice to the Implementing Rules
and regulations of the Tourism Act of 2009.
2
m. “Standards” shall refer to a set of written functional, aesthetic and technical
requirements in the form of specifications or guidelines to ensure that a product
and service complies with the rules and regulations set forth by the Department
n. “Tourism enterprises” refers to facilities, services and attractions involved in

tourism, such as, but not limited to: travel and tour services; tourist transport
services, whether for land, sea or air transportation; tour guides; adventure
sports services involving such sports as mountaineering, spelunking, scuba
diving, and other sports activities of significant tourism potential; convention
organizers; accommodation establishments, including, but not limited to, hotels,
resorts, apartelles, tourist inns, motels, pension houses, and home stay
operators; tourism estate management services, restaurants, shops and
department stores, sports and recreational centers, spas, museums and
galleries, theme parks, convention centers and zoos;
BOOK TWO
STAR GRADING SYSTEM
Rule II.
Star Grading System for Hotels, Resorts and Apartment Hotels
Section 1. Five Star Grading System. There are five (5) levels of accommodation
standards ranging from one to five stars. The star bands for Hotels, Resorts and
Apartment Hotels are as follows:
a. One Star: 25-40% achievement (251 to 400 points) – These enterprises appeal to
budget minded travellers. There is a limited range of facilities and services.
b. Two Star: 40-55% achievement (401 to 550 points) - These enterprises appeal to
the tourists seeking more than basic accommodation. They offer expanded
facilities and higher level of comfort.
c. Three Star: 55–70% achievement (551 to 700 points) – These enterprises offer a
very good level of accommodation. There are more spacious public areas, higher
quality facilities and a greater range of services.
3
d. Four Star: 70–85% achievement (701 to 850 points) - These properties are
upscale in all areas. Accommodation is refined and stylish. Service is responsive,
often including an extensive array of facilities.
e. Five star: 85%-100% achievement (851 to 1,000 points) - These properties reflect
the characteristics of luxury and sophistication. The facilities are world class in
every manner and the meticulous service exceeds all guest expectations.
BOOK THREE
ACCREDITATION STANDARDS FOR HOTELS, RESORTS AND APARTMENT

HOTELS
4
NATIONAL TOURISM STANDARDS
ACCOMMODATION SECTOR HOTEL
Rule III.
ACCREDITATION STANDARDS FOR HOTELS
No. Ratings Criteria / Indicators Points
Dimension 1: ARRIVAL / DEPARTURE

1.1 Building – Appearance
1 Minimum 1-5 Exterior in a clean fit for purpose condition 0 M M M M M
2 Minimum 1-5 Hotel name clearly visible from the street 0 M M M M M
3 Minimum 1-5 Hotel name is visible at night. 0 M M M M M
4 1.2 Building - Design and Construction Quality

6 Built design and construction quality is from materials that are not durable and/or
Unacceptable 0
unsafe for guest use.
Basic structure with adequate materials that will provide a simple and safe
Acceptable 2
accommodation environment.
Good A functional building with good quality materials and efficient layout. 4
Strong external appeal, consistent design with any alterations linking to the original
Very Good 6
building.
Excellent impression and overall appeal, inviting appearance, architectural features
Excellent 8
are evident and excellent quality building materials have been used throughout.
Luxurious and unique exterior, outstanding visual appeal, highest quality materials
Outstanding 10
used in construction.
5 1.3 Building - Condition (wear and tear)
Neglected appearance, obvious structural repairs needed, poor outside materials,

Unacceptable 0
flaking paint, rotting wood, rust evident.
Acceptable Minor maintenance may be required, natural weathering is evident. 2
Good Good appearance, weathering may still exist, but in sound condition. 4
Very Good Very good maintenance of paintwork and exterior panels. 6
Excellent High standard of external appearance, allowing for the age of the building. 8
Outstanding As new condition, no building maintenance issues are visible. 10
1.4 Entrance / Exit & Parking

Driveway is in a sound condition and free from significant potholes with no obvious
6 Minimum 1-5
obstructions.
0 M M M M M
7
7 Minimum 1-5 Driveway entrance is clearly marked and is visible at night time. 0 M M M M M
Clearly designated parking area that meets the relevant provisions of the National
8 Minimum 1-5
Building Code.
0 M M M M M
9 Minimum 4 & 5 Valet parking is provided. 3 m m
1.5 Security
10 Minimum 1-5 Professional security in place 24 hours at main entry point 0 M M M M M
11 Minimum 1-5 Property and security services designed to ensure guest safety at all times 0 M M M M M
12 Effective use of CCTV with minimum 30 days recording storage 3
13 Monitoring of CCTV 24 hours 5

14 1.6 Reception – Service Hours
Minimum 1-2 Reception service available 16 hours 0 M M
Minimum 3-5 Reception service available 24 hours 5 m m m
15 1.7 Reception – Size
Unacceptable Reception area is small and/or difficult to locate. 0
Acceptable Obvious size restrictions, area may be cluttered. 1
Good Functional reception for the operation 2

8
Very good Very good size, generous space 3
Excellent Excellent reception area, seated check in is an option. 4
Luxurious check in facility, private check in facility is available and used as

Outstanding 5
appropriate.
16 1.8 Reception - Seating Area
Unacceptable No seating available or seating options in poor condition with lack of privacy. 0
No seating area available but limited privacy means it is difficult to have private
Acceptable 1
conversations.
Good Seating available close by for a small group of not less than 4 guests 2
Very Good Comfortable seating area close by for not less than 6 guests 3
Excellent Seating area with excellent quality seating appropriate for the size of the Hotel 4
Outstanding seating options are available for different sized groups to enable
Outstanding 5
comfort whilst waiting near reception.
17 1.9 Check-in Process

Lengthy inefficient registration process with unacceptable wait time of over 10
Unacceptable 0
minutes before receiving any service
Basic registration process with minor wait time (not more than 10 minutes per
Acceptable 2
guest)
Basic registration process in place, with prompt service (Not more than 8 minutes
Good 4
per guest)
Very good Basic registration process with no wait time (not more than 6 minutes per guest) 6
9
Pre-registration information already completed as part of the booking process for
Excellent the guest who may only need to review and confirm details (Not more than 4 8
minutes per guest)
Outstanding Pre registration information completed and no wait time for registration process 10
1.10 Luggage Services
18 Minimum 1-5 Left luggage services available without dedicated space 0 M M M M M
Left luggage practices ensure bag security and luggage room is proportionate to
5
size of hotel.
19 1.11 Porter Services
Minimum 3-5 Porter services are available. 5 m m m
20 1.12 Reception Staff - Appearance

Unacceptable Staff are poorly groomed and untidy. 0
Acceptable Staff wear clean clothing and are neat and tidy. 2
Good Staff are easily identified and well groomed. 4
Very good Staff provide a very good professional appearance. 6
Excellent Staff are very well groomed and take pride in their appearance. 8
Outstanding Staff are immaculately groomed and attention to detail is obvious. 10
21 1.13 Reception – Service Quality

10
Unacceptable Staff are unresponsive, inattentive or absent for extended periods. 0
Acceptable Staff are not very attentive or seem distracted, may be absent for short periods. 2
Good Staff are polite and responsive. 4
Very good Staff are welcoming and provide a sense of arrival. 6
Staff take an interest in the guests preferences, refreshments or similar may be

Excellent 8
offered on arrival.
Staff are very responsive, attentive, and efficient while taking a personal interest
Outstanding 10
about every requirement of the guest.
22 1.14 Reception Services – Check-out

Lengthy inefficient check-out process with unacceptable wait time of over 10
Unacceptable 0
minutes before receiving any service.
Basic check-out process with minor wait time (not more than 10 minutes per
Acceptable 1
guest)
Basic check-out process in place, with prompt service (not more than 8 minutes
Good 2
per guest)
Express check-out option or account pre prepared and available for review before
Very good 3
check out (not more than 6 minutes per guest)
Excellent Express check-out with minimal wait time (not more than 4 minutes per guest) 4
Outstanding In room check-out options and express service offered with no wait time 5
1.15 Other Arrival / Departure Aspects
23 Guests must be provided with Official Receipt on departure. 0 M M M M M

11
Account reviewed and then presented in an envelope 1
24 Offer to arrange forward transport 1
A wide range of payment options are available including at least 3 different types of
25 credit cards.
2
Dimension 2: PUBLIC AREAS

26 2.1 Public Areas - Decoration - Design and Quality
Unacceptable No thought given to coordinating design resulting in ad-hoc decoration 0
Acceptable Some attempt to coordinate design and have a consistent theme 2
Good Good quality decoration, use of wall hangings adds to overall impression 4
Very Good Coordinated design, a professional standard is achieved. 6

Excellent Excellent standard of coordinated décor throughout all public spaces 8
Outstanding Highest quality, unique wall hangings on display, outstanding design features 10
27 2.2 Public Areas – Decoration - Condition and Maintenance

Very old, faded, damaged wall coverings, peeling, grubby marks, evidence of
Unacceptable 0
neglect
Amateurish application of wallpaper/paint, tired look, damage is evident and several
Acceptable 2
minor repairs are needed.
Some aging still evident, maintenance practices are noted and 1 or 2 minor repairs
Good 4
are needed.
Very Good Very good condition with a few scratches and marks evident 6
12
Excellent No major scratches or marks, overall an excellent quality throughout 8
Outstanding No evidence of wear and tear, in as new condition throughout 10
28 2.3 Public Areas - Furniture – Quality
Unacceptable Uncomfortable furniture that is made of poor materials, or no furniture used 0
Acceptable Mismatched furniture that is not particularly comfortable 2
May be older furniture or newer lower quality coordinated furniture, durable

Good 4
materials are used.
Very good quality furniture, high levels of comfort, easy and attractive seating
Very Good 6
arrangements
Excellent Excellent furniture quality, great degree of comfort, attractive and highly-coordinated 8
Highest quality furniture in outstanding condition, or antique furniture of highest

Outstanding 10
quality
29 2.4 Public Areas - Furniture – Condition

Scratched and badly damaged furniture, loose arms and legs, stained, dirty
Unacceptable 0
upholstery or no furniture used
Acceptable Occasional marks, in need of minor repair, acceptable condition 2
Good level of condition throughout most of the public areas. Some public spaces
Good 4
may not display a range of furniture.
Very good condition of furniture, with only some minor signs of wear and tear
Very Good 6
throughout the public areas
Excellent Excellent furniture condition throughout the hotel 8
13
Outstanding Furniture in outstanding as new condition, conveniently located throughout the hotel 10
30 2.5 Public Washroom - Quality
Unacceptable Poor quality throughout, aged basin and bowl, not fit for purpose 0
Acceptable Aging fixtures, rough finish no additional space 1
Good Good quality fixtures, standard design, limited space 2
Very Good Very good, high quality basin, superior design, ample bench room 3
Excellent Excellent quality of fittings, basin and bowl decoration is to a high standard. 4
Outstanding Outstanding quality, designer tap ware, ample space 5

31 2.6 Public Washroom - Condition and Cleanliness
Unacceptable Basin chipped or damaged, paintwork chipped, flaking, dirty condition 0
Acceptable Older condition, but clean and usable 1
Good Some signs of wear and tear, ageing tap ware, but signs of regular cleaning 2
Very good condition, few signs of wear and tear, regular servicing even during busy
Very Good 3
periods
Excellent Minor scratches are barely visible, always clean and tidy and in excellent condition 4
Outstanding Outstanding condition, no marks or chips, as new condition 5

14
32 2.7 Public Areas - Room Climate
All public areas are air-conditioned or have temperature control initiatives and
Minimum 1-5 maintain a temperature between 20-25 degrees year round, except in areas where 0 M M M M M
elevation is 2000 ft. above sea level.
33 2.8 Public Areas - Temperature Control – Quality
Unacceptable No general ambient temperature, poor air quality, bad smells 0
Acceptable Minimum level of comfort achieved. Some areas are hotter and colder than others. 2
Good A good level of comfort is evident throughout the public spaces. 4
Thermostatically controlled system that maintains a very good level of comfort in

Very Good 6
most areas
Excellent levels of comfort throughout property. Consistent air flow with no hot
Excellent 8
areas or draughty places
Outstanding levels of comfort throughout. Thermostatically controlled in all public
Outstanding 10
areas
34 2.9 Public Areas - Temperature Control – Condition and Maintenance

Unresponsive system, no maintenance plan or consistency of temperature is
Unacceptable 0
achieved. Operating noise levels make conversations difficult.
Acceptable Aging and dated air-conditioning units, operated at selected times 2
A mixture of systems may be used; all units in good working order, although may
Good 4
be older and used occasionally
Very Good Units may be older but well maintained with very good maintenance 6
15
Excellent levels of maintenance, would expect most units to be less than 5 years old
Excellent 8
and of excellent condition
Outstanding All units in excellent condition, no leaks, no rust, quiet operation in as new condition 10
35 2.10 Public Areas - Lighting – Quality

Low quality lighting, bare bulbs with no shades, dim, gloomy effect, with some dark
Unacceptable 0
spaces
Acceptable Enough lighting for practical use, sparse, but with an even distribution of light 1
Good Good level of illumination throughout all public areas 2
Very good illumination options, reading lights throughout the public areas. Multiple
Very Good 3
light switches
Excellent quality lighting. Lighting effects with use of picture lighting or special
Excellent 4
effects lighting, excellent quality fittings
Highest quality of lighting. Designed for practical use and also effect, showing off
Outstanding 5
corridor and features in public areas, e.g. mood lighting and dimming system
36 2.11 Public Areas - Lighting - Condition
Unacceptable Poor condition, exposed wires, wobbly fittings, loose plugs 0
Acceptable Acceptable condition of lamps, aging is evident. 1
Good quality fittings, no burnt shades, any repair work to fittings is professionally
Good 2
done.
Very Good Very good condition of fittings, no repair work required 3
Excellent quality fittings throughout all public areas. Designer lamps used where
Excellent 4
16 appropriate
Outstanding Highest quality of light fittings used in as new condition 5
2.12 Public Areas - Lighting – Environmental Protection
37 Environmental Sensor lighting in use that does not compromise guest safety 2
38 Environmental Good use of natural lighting 3

39 Environmental Low energy-saving bulbs used between 50% and 75% of public areas 3
Environmental Low energy-saving bulbs used in over 75% of public areas 5
40 2.13 Public Areas – Cleanliness

Very heavy dust on surfaces, carpets badly vacuumed, cobwebs evident, litter lying
Unacceptable 0
around, dead insects, dirty glasses, cups on tables, dirty bathrooms
Clean but not in high or low areas, smears on surfaces, no evidence of regular
Acceptable 2
wiping/dusting. Any toilets are cleaned daily.
Efficient vacuuming, generally good, evidence of high and low dusting, bathrooms
Good 4
are in good tidy condition.
One or two small areas missed but overall very satisfactory cleaning process,
Very Good 6
everything is tidy. Bathrooms are cleaned regularly throughout the day as required.
Tables, surfaces well-polished, no smears, excellent standard of cleanliness.
Excellent 8
Bathrooms are in excellent condition.
As new look and feel, very clean and shining surfaces, excellent attention to detail,
Outstanding 10
bathrooms are always in outstanding condition throughout the day.
Dimension 3: BEDROOM
41 3.1 Room Size
17 Minimum 1 Size including bathroom ≥ 16 sq. m 4 M
Minimum 2 Size including bathroom ≥ 18 sq. m 8 M
3.2 Suites – Availability

42 (Note: Suites shall have a Master’s bedroom, pantry, separate living room and en-
suite bathroom with enclosed shower and telephone extension in bathroom.)
Minimum 4 2% of rooms are suites. 3 M
Minimum 5 5% of rooms are suites. 5 M

43 3.3 Rooms for Persons with Disabilities (PWD) - Availability

One PWD room for every 50 up to 150 rooms, and 1 for every 100 rooms thereof,
Minimum 1-5 0 M M M M M
for less than 50 rooms at least one PWD room.
44 3.4 Bedroom - Space & Comfort

Floor space has obstacles that can cause injury to guests, furniture too large or too
Unacceptable 0
small, may be less than 2.4 metres.
Doors and drawers can be opened freely without moving furniture, may still have
Acceptable 2
cluttered feel, impression is fair, ceiling height is at least 2.4 meters.
Good amount of space to move freely carrying a suitcase, there may be some
Good 4
restrictions and a chair may serve dual purposes.
Bedrooms are well planned for ease of movement, no major obstacles to move
Very Good 6
18 around, easy access to all facilities.
Generous space to allow comfortable relaxation and comfortable in room dining,
Excellent 8
ease of access with a suitcase to all wardrobes and cupboards
Luxurious space designed for relaxation and efficiency of movement. Ample free
Outstanding 10
space with furniture in suitable and convenient places
45 3.5 Bedroom – Sound Proofing
Unacceptable No attempt to provide any sound proofing 0
Any adjoining room has one door and is not sound proofed and curtains are thin
Acceptable 2
and provide very limited sound proofing.
Good level of sound proofing, lined curtains are in place and building design assists
Good 4
sound proofing.
Very good sound proofing materials are used; Heavy curtains and floor coverings
Very Good 6
reduce noise.
Excellent level of sound proofing, including double glazing and other methods to
Excellent 8
reduce external noises
Outstanding Outstanding sound proofing design to ensure quiet enjoyment of space 10
46 3.6 Bedroom – Noise Levels

Significant external noise and noise from other rooms that makes sleeping or
Unacceptable 0
peaceful enjoyment difficult
Acceptable Noise from outside is variable; noise from neighbouring rooms is audible. 2
Good External noise from other rooms and from outside is heard but is not significant. 4
No intrusive noises from other rooms, occasional loud noises are still audible from
Very Good time to time. Noise should not be more than 70 decibels as measured by the pillow 6
position on the bed.
19 Excellent Noise should not be more than 60 decibels. 8
Outstanding Noise should not be more than 50 decibels. 10
47 3.7 Bedroom – Bed Mattress – Quality

Sofa beds are not acceptable as permanent bed spaces, mattresses less than 4
Unacceptable 0
inches.
Foam mattress, chip board base or similar, shallow innerspring or mattress greater
Acceptable 2
than 4 inches
Good High density foam, 8 inches timber base, shallow innerspring, 6 inch mattress 4
Very Good Standard coil, comfort layers may have pillow top, 8 inch mattress 6
Coil spring or equivalent, separate mattress top, mattress protectors (bed pad) and
Excellent 8
pillow protectors / slips
Latex or pocket spring, deep comfort, separate mattress top; mattress protectors
Outstanding 10
(bed pad) and pillow protectors / slips.
48 3.8 Bedroom – Bed Mattress – Condition

Ripped or badly stained mattress, springs coming through, uncomfortable and
Unacceptable 0
lumpy
Acceptable Small tears, fabric shows signs of aging, weakening of mattress edges, minor stains 2
Good Good condition, good support throughout 4
Very Good Very good condition, no stains or tears, evidence of good maintenance 6
Excellent Excellent condition, very little wear and tear 8

20
Outstanding Outstanding or as new condition 10
49 3.9 Bedroom - Bedding & Linen – Quality
Unacceptable Thin sheets do not properly fit the bed. 0
Acceptable Thinly woven cotton, no tears or rips 2
Good Thinly woven cotton or poly cotton sheets of good quality 4
Medium weave cotton, in very good condition, should have minimum 250 thread
Very Good 6
count.
Excellent All linen excellent quality should have minimum 300 thread count. 8
All linen outstanding quality should have minimum 300 thread count or silk linen or
Outstanding 10
similar.
50 3.10 Bedroom - Bedding & Linen - Condition
Unacceptable Sheets with large stains, holes, faded and damaged 0
Acceptable Sheets with no tears or rips, in a clean condition 2
Good Linen in good condition, evidence of good laundry practices 4
Very Good Linen in very good and crisp condition 6
Excellent All linen in excellent condition 8
Outstanding All linen in as new condition 10

21
51 3.11 Bedroom – Pillows – Quality / Condition
Unacceptable Lumpy pillows, too hard, too soft, out of shape and/or in other poor condition 0
Acceptable Clean, basic pillows, acceptable quality, average firmness/softness 2
Good Good quality pillows, with pillow protectors 4
Very Good Very good pillows, at least 2 per sleeping position 6
Excellent A range of excellent pillows available 8
Outstanding A pillow menu is available with pillows in as new condition 10
52 3.12 Bedroom – Lighting – Quality

Unacceptable Cracked light switches, lights without shades or lamps 0
Acceptable Light switch by main door only; acceptable illumination of bedroom 2
Good Good lighting illumination, bedside table lamps, variety of lighting options 4
Room has very good lighting, multiple switches and very good quality fittings, two
Very Good 6
bedside lamps.
Designer lamps and excellent levels of lighting to create different moods, directional
Excellent 8
bedside lamps
Outstanding Architectural design of lighting is evident. The best available. 10
53 3.13 Bedroom - Lighting – Condition

22
Unacceptable Lights not working, bulbs need replacing 0
Acceptable Acceptable condition of lamps, some bulbs not working 2
No burnt shades, aging lamps but effective. Minor maintenance work around fittings
Good 4
into the wall may be required..
Very good condition of fittings, coordinated approach to lighting. No repair work
Very Good 6
needed around fittings
Fittings throughout bedroom in as new condition, with a few minor marks evident
Excellent 8
after close inspection
Outstanding Fittings throughout the bedroom in as new condition 10
54 3.14 Bedroom - Lighting – Environmental Protection
Environmental Energy-saving light bulbs in between 50% and 75% of bedroom lights 3
Environmental Energy-saving light bulbs in over 75% of bedroom lights 5
All rooms must have windows with a view. 5
55 3.15 Bedroom Curtains – Quality
Unacceptable Unlined fabric of low quality, exposed tracking 0
Acceptable Fabric unlined of acceptable quality, plastic blinds 2
Good Curtains /shades full length, good quality, easy to draw 4
Very Good Curtains/shades, coordinated, blackout quality, well-coordinated 6

23
Excellent Thick quality curtains/shades, with total blackout 8
Outstanding Outstanding quality, custom design, functional and decorative, may be motorised 10
56 3.16 Bedroom Curtains – Condition
Unacceptable Curtains or blinds do not fit, have major stains and marks. 0
Acceptable Curtains/shades just cover windows; a number of minor stains/marks are evident. 2
Good Curtains /shades in good condition may be one minor mark 2
Very Good Curtains/shades, in very good condition 6
Excellent Excellent condition, fullness of materials 8
Outstanding As new condition, luxurious, no wear and tear evident 10

57 3.17 Bedroom - Floor Coverings - Quality
Unacceptable Floor tiles or carpets do not cover the main floor space they were intended to cover. 0
Acceptable Floor covering is acceptable with low grade tiles or coverings. 2
Good Good quality floor coverings, standard tiles, quality timber floors 4
Very Good Floor covering of very good quality, well-coordinated with room design 6
Excellent Floor covering of excellent quality, contemporary tiles or wool carpets 8
Exceptional quality, custom design flooring, polished woods or luxurious plush

Outstanding 10
24 carpets with density of 42 oz
58 3.18 Bedroom - Floor Coverings - Condition
Unacceptable Largely stained coverings, large holes, dirty, cracked and badly damaged tiles 0
Acceptable Some stains and discoloration is acceptable, chipped tiles. 2
Floor coverings, in good condition, amateurish application for any areas that are
Good 4
fixed.
Very Good Floor covering in very good condition, professional fixing of any wear and tear 6
Excellent Floor covering in excellent condition, no stains are visible 8
Outstanding Floor coverings in as new condition 10
59 3.19 Bedroom - Temperature Control - Quality

Unacceptable Ineffective cooling system 0
Window –based cooling system; fan available for additional cooling, acceptable air
Acceptable 2
circulation
Good Good cooling system, good air circulation, split-unit type 4
Very Good Very good and effective cooling operation 6
Excellent Personal control of air temperature, windows well insulated, excellent air flow 8
Room pre cooled for arrival or very fast cooling system available, highest quality
Outstanding 10 M
unit or system in place
60 3.20 Bedroom - Temperature Control - Condition & Maintenance M

25
Unacceptable Broken windows, cracked glass, draughty, fan air conditioning not working M
Acceptable Window opens and closes easily, fan in acceptable condition 2 M
Good Good cooling system, air conditioning unit older but operates effectively 4 M
Noise levels are acceptable for guest comfort (70db), split-unit with working remote
Very Good 6 M
control.
Excellent Quiet operation with remote control (60db and lower) 8 M
No intrusive noise from unit, very quiet operation with remote control (50db and
Outstanding 10 M
lower), in as new condition.
61 3.21 Bedroom – Furniture - Quality
Unacceptable No chair, no bedside table or made of material that is not suitable for this purpose. 0
One chair, one bedside table, aged materials, MDF (Medium Density Fiberboard)
Acceptable 2
materials, no coordination, repairs evident
Two bedside tables, some attempt at coordination. Good quality furniture, timber
Good 4
veneers, glass tops may be used
Very Good Very good quality furniture, good range, solid woods, polished edges 6
Excellent Excellent quality and range. Custom designed 8
Designer furniture that helps create a refined ambience for the room, the best
Outstanding 10 M
available furniture is used.
62 3.22 Bedroom - Furniture – Condition
Unacceptable Cracked, broken furniture, poorly repaired 0

26
Acceptable Acceptable condition, some significant scratches and repairs are evident 2
Good Furniture in good condition, any repairs done professionally 4
Very Good Very good condition of furniture, only a few minor marks are visible. 6
Excellent Excellent condition, little wear and tear is evident. 8
Outstanding In as new condition 10
3.23 Bedroom - Accessories and Amenities available
63 Electronic key card locking system 5
64 Environmental Key card power system 5

65 Door chain or security device such as peep hole to view visitors 2
66 Full length mirror – at least 70 in by 24 in 4
Big mirror – at least 47 in by 24 in 3
Medium mirror – at least 800mm by 400mm 31 in by 16 in 2
Small mirror – at least 600mm by 300mm 24 in by 12 in 1
67 Additional second mirror 1
68 Coat hangers – 3 per person minimum – wire 1

27
Coat hangers – 3 per person minimum – plastic 2
Coat hangers – 3 per person minimum – wooden 3
69 Spacious wardrobe 59in minimum width 5
Standard size wardrobe 47in minimum width 4
Adequate size wardrobe 35in minimum width 3
Small size wardrobe 24in minimum width. 2
Open shelve wardrobe (no doors) 1

70 Drawers or enclosed shelf space 1
71 Defined luggage rack – permanent 3
Portable luggage rack 1
Safety deposit box in room, large enough for 13” laptop, functional and securely
72 bolted
5
Small safety deposit box in room, functional and securely bolted 3
Central safe at reception only 1
73 Daily newspaper delivered to room 1

28
74 Minimum 1-5 Drinking water and one glass per guest 0 M M M M M
75 Minimum 3-5 Tea/coffee facilities in room 2 m m m
76 Minimum 3-5 Telephone provided in each room with direct dial 2 m m m
77 Clock/radio/Wake up service 1
78 Minimum 2-5 In room compendium with basic information on emergency contacts 1 m m m m
In room compendium with extended information including mini bar price lists and
Minimum 3-5 2 m m m
restaurant menu
In room compendium with extensive regional information on what to see and do for
Minimum 4-5 3 m m
tourists
79 Refrigerator, clean and in working condition 2
Refrigerator with serviced mini bar 5
80 TV with small screen size (< 20 inches) without remote control 1
TV with small screen size (< 20 inches) with functional remote control 2
TV with medium screen size (20-32 in) with functional remote control 3
TV flat screen 32 inch or larger with functional remote control 4

29
81 Multichannel options with Philippine travel channels 1
82 Multichannel options with at least 3 international news channels 1
83 DVD player / Home theatre / Pay Movie channels 1
84 On screen property information 1
85 On screen messaging and accounts 1
86 In room internet connections (WLAN or wired) 2
Free In room internet connections (WLAN or wired) +3
87 Flashlight or illuminated light switches in room 1

88 Laundry bag in room and service available 1
Express laundry service available (24 hour return service) 2
89 Iron and board in room available 2
Ironing service available 1
3.24 Bedroom – Cleanliness
90 Minimum 1-5 All rooms are cleaned daily and all beds are made daily. 0 M M M M M
91 Minimum 1-5 Waste bin provided and emptied daily. 0 M M M M M

30
92 Mattresses are labelled and periodically turned. 2
93 Unacceptable Heavy dust on surfaces, paper and other dirt are not picked up, unpleasant smells 0
Acceptable Surfaces are basically clean. 4
Good Efficient vacuuming, good condition overall 8
Very Good Very thorough cleaning process, no evidence of dust or smears 12
Excellent Overall very satisfactory cleaning, excellent attention to detail 16
Outstanding As new look and feel, very clean and shining surfaces 20
Dimension 4: BATHROOM
4.1 Bathroom – Minimum Requirements
Baths and/or showers with functioning hot and cold water. Hot water reaches 38
94 Minimum 1-5
degrees in 20 seconds.
0 M M M M M
95 Minimum 1-5 Toilet system in working order 0 M M M M M
96 4.2 Bathroom - Shower/Bath – Quality
Unacceptable Small shower with weak or no pressure, taps of low quality 0
Acceptable Lightweight shower curtain, not well-coordinated tap war 2

31
Good Good quality fixtures, good quality curtain, shared shower/bath 4
Standard tiled walls, framed shower screen or designer curtain, mixers provide
Very Good 6
constant water flow at even temperature.
Tiled, framed shower screen or designer curtain with high quality porcelain bath,
Excellent 8
matching and coordinated style, highly responsive water pressure and temperature
Frameless shower screen, designer shower enclosure, highest quality bath if
Outstanding 10
provided, luxurious quality finishings
97 4.3 Bathroom – Shower/Bath – Condition / Maintenance

Bath or shower enamel cracked, holes visible, shower head broken, spray uneven
Unacceptable 0
and poorly distributed
Aging fixtures, rough amateurish grouting/sealant, bath floor may be lumpy and
Acceptable 2
uneven. Tiles may still be chipped.
No evidence of moulds, good overall condition, minor chips or repairs may still be
Good 4
needed; bath floor is even and well maintained.
Very good condition, any repairs were done professionally and do not require
Very Good 6
further attention.
Excellent Excellent condition throughout 8
Outstanding As new condition 10
98 4.4 Bathroom – Basin - Quality
Unacceptable Basin plastic or poly-marble, taps of low quality 0
Acceptable Aging fixtures, rough amateurish grouting; no additional bench space 2
Good quality fixtures, standard design, limited bench space to place personal
Good 4
32 toiletry
Very good, high quality basin, superior design, ample bench room for all personal
Very Good 6
toiletries
Excellent Excellent quality, generous space for all personal toiletries, quality brand tap ware 8
Outstanding Outstanding quality, often double basin, designer tap ware, ample space 10
99 4.5 Bathroom - Basin – Condition / Maintenance
Unacceptable Basin chipped or damaged, tap does not provide a consistent flow of water 0
Good Some signs of wear and tear, aging tap ware 4
Very Good Very good condition, few signs of wear and tear, minor scratches 6
Excellent Excellent quality. No marks or chips 8
Outstanding Outstanding condition, as new condition 10
100 4.6 Bathroom - Toilet – Quality
Unacceptable Cheap plastic toilet seat and/or cover that does not fit 0
Acceptable Good quality plastic seat that is functional 2
Good Good quality solid seat 4
Very Good Strong solid material of durable nature 6
Excellent Solid construction, wall hung seat 8

33
Outstanding Solid construction with designer features evident 10
101 4.7 Bathroom – Toilet – Condition / Maintenance

Leaks from flushing evident on floor, stained seat, flush mechanism does not work
Unacceptable 0
properly.
Acceptable No leaks and acceptable condition, clean and usable 2
Good Good condition, repairs evident 4
Very Good Very good condition, minor wear and tear evident 6
Excellent Excellent condition, spotless appearance 8

102 4.8 Bathroom – Decoration - Quality
Unacceptable Poor quality throughout, uncoordinated mix of tiles 0
Acceptable Adequate materials, panelling with gaps evident, small space 2
Good Good quality, basic painting, limited use of colour or themes 4
Very Good Very good quality, no visible joins, well coordinated design 6
Excellent Excellent quality, may be constructed of marble or granite finish 8
Highest quality decoration, grouting excellent condition, ceiling finish is of highest

Outstanding 10
34 quality.
103 4.9 Bathroom – Decoration - Condition / Maintenance
Unacceptable Paintwork chipped, flaking, dirty condition, mould on walls and ceiling 0
Acceptable condition, clean but with dated materials, may still be with some
Acceptable 2
evidence of mould issues
Good Good condition, evidence of repair work 4
Very good condition, any repair work has been professionally completed and no
Very Good 6
maintenance is required.
Excellent Well maintained, in excellent condition 8
Outstanding Decoration in as new condition 10
104 4.10 Bathroom- Towels – Quality and Cleanliness

Unacceptable Towels are thin, ripped and in poor condition, major stains. 0
Acceptable Towels are thin but clean and in acceptable condition. 2
Good Greater range of towels of average quality 4
Very Good Very good range of towels including bathmat, face towel, bath towel and hand towel 6
Excellent Excellent range of towels of thick cotton, 90-100% cotton 8
Outstanding Highest, plush range of towels in as new condition, 100% cotton 10
105 4.11 Bathroom – Space and Comfort

35
Unacceptable Space is too small for comfort. 0
Acceptable Space is limited but usable. 2
Good Good space, ability to dry yourself in bathroom without touching bathroom walls 4
Very Good Very good space, area to place clothes and ample space for personal toiletry 6
Excellent bathroom space, ability for two people to easily move around the
Excellent 8
bathroom
Outstanding Generous and outstanding space, the best available 10
106 4.12 Bathroom – Overall Cleanliness

Heavy dust and/or smear on surfaces, long term grime on inaccessible places, old
Unacceptable 0
soap, hairs in bathroom, waste bin not emptied
Acceptable Surfaces in acceptable condition 4
Good Efficient cleaning; surfaces show cleaning practices 8
Very Good Very satisfactory cleaning process, fresh smell 12
No evidence of dust or smears, enamel gleaming, no sign of mould or mildew;

Excellent 16
sealed toilet seat
Outstanding As new look and feel, very clean and shining surfaces, excellent attention to detail 20
107 4.13 Toiletries – Availability
Minimum 1-5 Toilet paper provided 0 M M M M M

36
108 Unacceptable Soap or toiletries from previous guest are evident. 0
Acceptable Soap only provided 1
Good Greater range of toiletries including hair shampoo and shower/bath gel 2
Very Good Strong range of toiletries of very good quality including body lotion, ear buds, etc 3
Excellent Excellent range of branded toiletries (Incl. dental care kit, nail care kit, etc.) 4
Outstanding Highest quality toiletries with extensive range 5
4.14 Bathroom – Amenities - Availability
109 Bidet 4
110 Functional hairdryer 2
111 Magnifying mirror 2
112 Weighing scales 2
113 Bath robe / gown 1
114 Slippers 1
115 Shoe mitt / horns 1
4.15 Bathroom – Environmental Protection

37 116 Environmental Dual flush toilet system or similar to conserve water 3
117 Environmental Flow regulators on shower/taps to conserve water 3
118 Environmental Bulk dispensers or biodegradable packaging used for soaps, shampoos 3
Towel and linen policy promotes conservation and gives guest choice regarding
119 Environmental 3
frequency of cleaning
Dimension 5: Food and Beverage

5.1 Food and Beverage – Availability of Restaurants
120 Minimum 1-2 Breakfast room available 0 M M
121 Minimum 3-5 Full service restaurant open 7 days a week (including breakfast) 10 m m m
122 Minimum 4-5 Additional Specialty Restaurant / Fine Dining 10 m m

123 5.2 Food and Beverage – Options available
Unacceptable Non-availability of several food dishes and/or drinks 0
Acceptable Fast food / instant coffee/drinks, up to 20% unavailable 4
Limited choice of basic dishes / buffet; up to 10% all food dishes and/or drinks on
Good 8
the menu are available.
A-la-carte menu, fresh fruits & vegetables, selection of wines/beers, only 5% of
Very Good 12
menu items not available
Exceptional a-la-carte menu, availability of all food dishes and drinks/wines on the
Excellent 16
menu
A-la-carte menu of outstanding variety of special cuisine (fine dining, fresh juices,
Outstanding 20
38 extensive wine list)
124 5.3 Food and Beverage – Service Quality

No welcoming greeting, limited table clearing, stains on tables/chairs, lack of
Unacceptable 0
attention, wait time greater than 30 minutes
Friendly, but not necessarily professional service, basic knowledge of
Acceptable 4
foods/beverages on the menu
Good Attentive behaviour of waiting staff, quick table clearing service 8
Very Good Very good and attentive service, service checks during meal to ensure satisfaction 12
Excellent Excellent service, efficient food clearing, prompt and polite service during meal 16
Outstanding Outstanding service, the best available 20
125 5.4 Restaurant - Decoration & Furniture - Quality

Unacceptable Tables and chairs are insufficient for the number of guests, uncomfortable seating 0
Tables and chairs are mismatched but functional, vinyl seating with minimal
Acceptable 2
comfort, plastic chairs
Good quality, tables and chairs, brushed metal, glass, laminate materials, limited
Good 4
design and coordination
Very Good Very good quality, solid timbers or contemporary cane, coordinated design 6
Excellent quality, high grade fabrics, coordinated design, linen table cloths,
Excellent 8
ergonomic design
Outstanding Luxurious feel, highest quality table and chairs, linen clothes and napkins 10
126 5.5 Restaurant - Decoration & Furniture – Condition

39
Very old, faded, wobbly stand, damaged, peeling, grubby marks, evidence of
Unacceptable 0
neglect, damaged, marked, scratched
Amateurish application of wallpaper/paint, furniture in average condition with signs
Acceptable 2
of wear and tear, solid stand of tables and chairs
Good Good condition, some repair work evident 4
Very good condition, professional decoration, only minor marks showing on tables
Very Good 6
and chairs
Excellent Excellent condition, no scratches or chips 8
Outstanding Meticulous condition, no evidence of wear and tear 10
127 5.6 Restaurant – Crockery, Cutlery, Glassware - Quality
Unacceptable Incomplete table settings 0

Acceptable Basic crockery and cutlery, fork and spoon only, adequately laid out tables 2
Good Good quality cutlery, well laid out table setting 4
Very Good Very good table setting, good quality glassware, solid cutlery 6
Excellent Excellent range and condition of crockery, high standard of glassware and cutlery 8
Outstanding table settings, fine china or similar in use, silver cutlery or similar,
Outstanding 10
crystal glassware or similar outstanding quality
128 5.7 Restaurant – Crockery, Cutlery, Glassware - Cleanliness
Unacceptable Dirty chipped glassware, stained crockery 0

40
Acceptable Crockery and cutlery are clean and mismatched, water marks may be visible 2
Good Good level of cleanliness, no major chips or marks, coordinated cutlery 4
Very Good Very good level of cleanliness and polished cutlery 6
Excellent Excellent level of cleanliness, glassware is in pristine condition with no smears. 8
Outstanding Outstanding in as new condition for all crockery and glassware, polished cutlery 10
129 5.8 Restaurant – Space and Comfort
Unacceptable Very crowded, cramped, uncomfortable, loud noise, unpleasant atmosphere 0
Acceptable Comfortable but crowded, difficult access for customers and servers 4
A certain amount of noise and activity, comfortable temperatures, tables too close
Good 8
for private conversation
Very Good Very good standard of comfort, private conversations are possible. 12
Excellent Well thought out table layout, no intrusive noise or smells 16
Outstanding Outstanding environment and highest levels of comfort, one of the best available 20
130 5.9 Kitchen - Quality of Appliances

Minimum 1-5 Compliance with Health and Sanitation Code of the Philippines M M M M M
131 Unacceptable Old appliances, untidy but adequate range 0
41 Acceptable Acceptable appliances, may be older but in working condition 2
Good Well-designed kitchen and good layout, appliances easily accessible 4

Obvious design features designed to ensure efficiency. Very good standard of
Very Good 6
appliances
Excellent Excellent layout and professionally designed and staffed, excellent work spaces 8
Outstanding Outstanding kitchen environment. One of the best available. As new appliances 10
132 5.10 Kitchen - Cleanliness

Unacceptable Dirty dishes and cooking utensils, poor food handling and food storage processes 0
Clean, tidy, cold storage procedures are acceptable; basic hygiene standards are
Acceptable 4
followed.
Good Well maintained appliances and clean cooking utensils 8
Very Good Very good standard of kitchen. Very hygienic, frequent cleaning is evident. 12
Excellent level of cleanliness, attention to detail in all aspects of cleaning and

Excellent 16
hygiene
Outstanding Spotless kitchen environment. As new appliances in appearance and cleanliness 20
Dimension 6: AMENITIES and SERVICES

6.1 Amenities - Guest Services
133 Free Internet connection available in public areas for guests 3
134 Housekeeping turndown service at night 3
42 135 Minimum 1-3 Room Service availability for minimum of 12 hours 0 M M M
Minimum 4-5 Room Service 18-24 hours 4 m m
6.2 Amenities – Wellness Services
136 Fitness centre on site with cardio machines and trained staff 3
Fitness centre has trained staff on duty with 5 or more cardio machines 5
137 Massage services on site 3
138 Spa with 3 or more treatment options 3

Spa services must consist of massage, body treatments and water applications.
Spa Services include Traditional Filipino treatments 2
139 Swimming pool with clean and well maintained facilities; size appropriate for hotel 3
Swimming pool with lifeguard on duty 5
140 Sports equipment available for hire as appropriate to location 1
141 Jacuzzi 2
142 Sauna / Steam room 2
6.3 Amenities – General Services

143 Gift and souvenir shop 5
144 Tour desk 5
145 Hairdressers / salons 5
146 Business Center (with PC, printer, photo copier, internet connection, etc) 5
43 147 First Aid facility with trained staff on site 5
6.4 Amenities – Conference / Function Venue
148 Conference facilities / function rooms to cater only for small groups (< 20 people) 4
Conference facilities / function rooms to cater for groups (20-50 people) 8
Conference facilities / function rooms to cater for groups (>250 people) 20
Conference equipment – projector and screen (sufficient for size of conference

149 room)
4
Conference equipment – whiteboard / flipchart (sufficient for size of conference

150 4
room)
Conference equipment – microphones and sound system (sufficient for size of

151 conference room)
4
Conference equipment – pin boards and moderation kit (sufficient for size of
152 4
conference room)
153 Conference equipment – comfortable and ergonomic conference chairs and tables 4
(Decoration, furniture, temperature control, lighting and cleanliness included in

0
public areas)
Dimension 7: BUSINESS PRACTICES

7.1 Business Processes
44 154 Minimum 1-5 Emergency and fire evacuation procedures are followed and in place. 0 M M M M M
155 Minimum 1-5 Backup generator or emergency power is available, capable of providing full power. 0 M M M M M
Safety systems and documentation in place to respond to possible natural disasters

156 and man-made threats
5
Cleaning schedules in place that show daily, weekly and seasonal cleaning and
157 5
checking procedures
158 Maintenance plans that show plan to address major areas requiring maintenance 5
Pest control processes in place to identify and eliminate pests such as bed bugs
159 and cockroaches
5
Risk assessment audit conducted in the last 5 years that reviews security threats to
160 the property
5
Environmental management system in place to reduce waste with waste reduction

161 Environmental
targets
5
162 Environmental Environmental systems in place to reduce water with water reduction targets 5
163 Environmental Environmental systems in place to reduce energy with energy reduction targets 5
164 Social Training programme in place for staff (minimum of 3 days per staff member/year) 5
Recruitment programme ensure local people are employed (minimum 80% from
165 Social
within the region).
5
Procurement process ensures local purchasing across all supply areas (minimum
166 Social
30% from within the region).
5
Procurement process advocates Green purchasing (minimum 20% of food/

167 Environmental 5
beverages, laundry services, and cosmetics procured from organic suppliers).
Guest complaint handling system (complaints are documented and responded to
168 within 24 hours)
5
45 Refund policy (if complaints cannot be resolved to guest satisfaction, discounts or

169 compensation will be applied)
5
170 Guest feedback and satisfaction monitoring system in place 5
Hotel meets all current regulations and legislative requirements to operate a Hotel.
171 Minimum 1-5
(Revised Fire Code, Environmental Code, Air Pollution, Accessibility Law, etc.)
0 M M M M M
7.2 Barrier-free Facilities for Persons with Disabilities (PWD)

(Accessible Tourism) For PWD Rooms, 5% of all rooms shall be designated for
172 PWD, but not less than 2 rooms.
5
Reception areas shall provide low and recessed or split-level counters that can both
173 accommodate standing persons and those seated on wheelchairs.
2
All interior doors shall have at least a width of 35 inches to accommodate big and
174 motorized wheelchairs.
2
PWD Bed rooms shall have shall have the following: (convert to inches)
175  Lever type door handles.
 Dual height peepholes with the lower one at 39in from the floor.
 Light switches at maximum 47in from the floor.
7
 Electrical outlets at a minimum of 18in from the floor.
 Bed height at maximum of 20in.
 Easy-to-open preferably sliding closet doors.
 Dual height hanger racks with the lower rack at 55in from the floor.
PWD Bathrooms shall have the following:
176  Toilet flooring of non-slippery surface materials even when wet.
 Toilet bowls should be positioned where a vertical or climbing bar shall be
positioned on the wall at 12in from the front tip of the toilet bowl to offer support
4
when users pull or elevate themselves to a standing position.
 Grab bars should be placed on both sides at 28-30in from the floor for the
46 safety and effective utility, the distance between the bars not exceeding 30in
 Toilet bowls should be elevated to a range of 18-20in from the floor.
At least one Elevator with PWD-friendly features:
177  Can accommodate a minimum of two (2) wheelchairs.
 The exterior and interior button panels shall not exceed 47in from the floor
 The panel buttons shall feature Braille signs or otherwise embossed with
5
familiar signs for those not educated in Braille.
 Speaker system shall also be in place to inform the blind to what floor the
elevator is already at.
 Equipped with handrails placed in both sides at 28-30in from the floor.
ACCOMMODATION SECTOR RESORT
Rule IV.
ACCREDITATION STANDARDS FOR RESORTS

2 Minimum 1-5 Resort name clearly visible from the street and during night time 0 M M M M M

Built design and construction quality is from materials that are not durable and/or
Unacceptable 0
47 unsafe for guest use.
Acceptable 2
accommodation environment
Good A functional building with good quality materials and efficient layout 4
Very Good 6
building
Excellent 8
are evident and excellent quality building materials have been used throughout
Outstanding 10
used in construction

Unacceptable 0
flaking paint, rotting wood, rust evident
Very Good Very good maintenance of paintwork and exterior panels 6
Excellent High standard of external appearance, allowing for the age of the building 8

5 Minimum 1-5 0 M M M M M
obstructions.
48
Clearly designated parking / docking area (if applicable), that meets the relevant
7 Minimum 1-5
provisions of the National Building Code.
0 M M M M M
8 Minimum 4 & 5 Valet parking is provided. 3 m m
9 1.5 Transport
Unacceptable No airport or port transfer services available 0
Guests are provided with property address and expected to get local taxis or busses
Acceptable 1
to property.
Good Good transfer services are available, although not clearly signed. 2
Transfer services are reliable and signed at airport, ground transport is in very good
Very Good 3
condition.
Excellent Transfer services are branded to the property and in excellent condition. 4
Transfer services are branded to the property and provide a commensurate level of
Outstanding 5
luxury.
1.6 Security

49
15 1.8 Reception – Size
Unacceptable Reception area is small and/or difficult to locate. 0
Acceptable Obvious size restrictions, area may be cluttered. 1
Good Functional reception for the operation 2
Very good Very good size, generous space 3
Excellent Excellent reception area, seated check in is an option. 4

Luxurious check in facility, private check in facility is available and used as

Outstanding 5
appropriate.
16 1.9 Reception - Seating Area
Unacceptable No seating available or seating options in poor condition with lack of privacy 0
No seating area available but limited privacy means it is difficult to have private
Acceptable 1
conversations.
Good Seating available close by for a small group of not less than 4 guests 2
Very Good Comfortable seating area close by for not less than 6 guests 3
Excellent Seating area with excellent quality seating appropriate for the size of the resort 4
50
Outstanding seating options are available for different sized groups to enable
Outstanding 5
comfort whilst waiting near reception.

Unacceptable 0
Acceptable 2
guest)
Basic registration process in place, with prompt service (not more than 8 minutes
Good 4
per guest)
Pre-registration information already completed as part of the booking process for
Excellent the guest who may only need to review and confirm details (not more than 4 8
minutes per guest)
Outstanding Pre registration information part completed and no wait time for registration process 10
18 1.11 Luggage Services
Minimum 1-5 Left luggage services available without dedicated space 0 M M M M M
5
size of resort
19 1.12 Porter Services
Minimum 3-5 Porter services are available 5 m m m

51
Excellent Staff are very well groomed and take pride in their appearance. 8

Excellent 8
offered on arrival.
Outstanding 10

Unacceptable 0
Acceptable 1
52 guest)
Basic check-out process in place, with prompt service (not more than 8 minutes
Good 2
per guest)
Very good 3
25 credit cards.
2

Very Good Coordinated design, a professional standard is achieved 6
53
Unacceptable 0
neglect
Acceptable 2
Good 4
are needed.
28 2.3 Public Areas - Furniture – Quality

Unacceptable Uncomfortable furniture that is made of poor materials, or no furniture used 0
Acceptable Mismatched furniture that is not particularly comfortable 1
May be older furniture or newer lower quality coordinated furniture, durable

Good 2
materials are used.
Very good quality furniture, high levels of comfort, easy and attractive seating
Very Good 3
arrangements
Excellent Excellent furniture quality, great degree of comfort, attractive and highly-coordinated 4
Highest quality furniture in outstanding condition; or antique furniture of highest

Outstanding 5
quality
29 2.4 Public Areas - Furniture – Condition

54
Scratched and badly damaged furniture, loose arms and legs, stained, dirty
Unacceptable 0
upholstery or no furniture used
Acceptable Occasional marks, in need of minor repair, acceptable condition 1
Good level of condition throughout most of the public areas. Some public spaces
Good 2
may not display a range of furniture.
Very good condition of furniture, with only some minor signs of wear and tear
Very Good 3
throughout the public areas
Excellent Excellent furniture condition throughout the resort 4
Furniture in outstanding as new condition, conveniently located throughout the

Outstanding 5
resort
Good Good quality fixtures, standard design, limited space. 2
Excellent Excellent quality of fittings, basin and bowl decoration is to a high standard 4

55
Very Good 3
periods
Excellent Minor scratches are barely visible, always clean and tidy and in excellent condition. 4

All public areas are ventilated or have temperature control initiatives and maintain a
Minimum 1-5 temperature between 20-30 degrees year round; except in areas where elevation is 5 M M M M M
2000 ft. above sea level.
Unacceptable 0
spaces
Very Good 3
light switches
Excellent 4
Outstanding 5

56
Good 2
done.
Excellent 4
appropriate
Environmental Low energy-saving bulbs used in over 75% of public areas 5
38 2.11 Public Areas - Cleanliness

Unacceptable 0
Acceptable 2
Good 4
57 are in good tidy condition.
Very Good 6
Excellent 8
Outstanding 10
39 2.12 Gardens - Condition
Unacceptable Cluttered and untidy, no evidence of maintenance requires considerable attention. 0
Acceptable Grounds are kept tidy, evidence of ground maintenance in the last 30 days. 2
Good Grounds are well maintained, and evidence of maintenance in last 7 days. 4
Grounds are in very good condition, and where appropriate seasonal plantings are
Very Good 6
evident. Grounds are well laid out and provide a sense of space and relaxation
Grounds are in excellent condition, evidence of maintenance in the last 2 days;

Excellent 8
attention to detail shows walkways are well maintained.
Grounds are in pristine condition with detailed landscaping and design features.
Outstanding 10
Evidence of daily maintenance and care.
40 2.13 Garden Furniture - Quality

Lack of garden furniture, or of very poor quality (cheap plastic) and in awkward
Unacceptable 0
places
Acceptable Basic furniture is used that is fit for purpose, maybe plastic or low quality wood. 1
Good Good quality furniture is used throughout and placed appropriately 2
Very good quality furniture used throughout the garden, e.g. woven furniture with
Very Good 3
58 comfortable cushions or mattresses
Excellent Excellent quality furniture that suits surroundings and fits with overall theme 4
Designer quality furniture, outstanding variety and comfort, creating unique spaces
Outstanding 5
for relaxation
41 2.14 Garden Furniture - Condition
Unacceptable Broken garden furniture or in otherwise poor condition 0
Functional furniture in acceptable condition; some furniture may be old, wobbly,

Acceptable 1
stained or discoloured
Good Good, but used condition, some repairs are evident, solid stand. 2
Very Good Very good condition, professional repairs 3
Excellent Excellent condition, no stains and discolouration 4

Outstanding Garden furniture in outstanding as new condition 5
42 2.15 Garden Plants and Watering

No thought given to the operational watering requirements of plants and water,
Environmental 0
recycling is not part of the operational planning.
Environmental Minor use of local plants 1
Environmental Extensive use of local plants 2
43 Environmental Plants watered in morning/evening to conserve water 1

59
Environmental Limited use of rain water or grey water for watering plants 2
Environmental Extensive use of rainwater and grey water for watering 3

44 3.1 Room Size
Minimum 2 Size including bathroom ≥ 18 sq. m 8 m
3.2 Suites – Availability

60 45 (Note: Suites shall have a Master’s bedroom, pantry, separate living room and en-
suite bathroom with enclosed shower and telephone ext. in bathroom)
Minimum 4 2% of rooms are suites. 3 m
Minimum 5 5% of rooms are suites. 5 m


Unacceptable 0
small, may be less than 2.4 metres
Acceptable 2
Good 4
Very Good 6
around, easy access to all facilities
Excellent 8
Outstanding 10
Acceptable 2
61 and provide very limited sound proofing.
Good 4
sound proofing.
Very good sound proofing materials are used; heavy curtains and floor coverings
Very Good 6
reduce noise.
Excellent 8

Significant external noise and noise from other rooms that makes sleeping or
Unacceptable 0
peaceful enjoyment difficult
Acceptable Noise from outside is variable, noise from neighbouring rooms is audible. 2
Excellent Noise should not be more than 60 decibels. 8
50 3.7 Bedroom – Bed Mattress - Quality

Unacceptable 0
inches
Acceptable 2
than 4 inches
62 Good High density foam, 8 inches timber base, shallow innerspring, 6 inch mattress 4
Coil spring or equivalent, separate mattress top, Mattress protectors (bed pad) and
Excellent 8
pillow protectors / slips
Latex or pocket spring, deep comfort, separate mattress top; Mattress protectors
Outstanding 10
(bed pad) and pillow protectors / slips
51 3.8 Bedroom – Bed Mattress - Condition

Unacceptable 0
lumpy
Very Good Very good condition, no stains or tears, evidence of good maintenance 6
52 3.9 Bedroom - Bedding & Linen - Quality
Very Good 6
63 count
Outstanding 10
similar.
Acceptable Sheets with no tears or rips, in a clean condition 2


64
55 3.12 Bedroom – Lighting - Quality
Very Good 6
bedside lamps
Excellent 8
bedside lamps

56 3.13 Bedroom - Lighting - Condition
Unacceptable Lights not working, bulbs need replacing. 0
Good 4
into the wall may be required.
Very Good 6
Excellent 8
65
58 3.15 Bedroom Curtains - Quality
Unacceptable Unlined fabric of low quality, exposed tracking 0

59 3.16 Bedroom Curtains - Condition
Acceptable Curtains/shades just cover windows; a number of minor stains/marks are evident. 2
Very Good Curtains/shades in very good condition 6

66


Outstanding 10
carpets with density of 42 oz
Acceptable Some stains and discoloration is acceptable, chipped tiles 2
Good 4
fixed
Excellent Floor covering in excellent condition, no stains are visible 8

67
Window-based cooling system; fan available for additional cooling, acceptable air
Acceptable 2
circulation
Room pre cooled for arrival or very fast cooling system available, Highest quality
Outstanding 10 M
Unacceptable Broken windows, cracked glass, draughty, fan air conditioning not working 0 M
Very Good 6 M
control.
Outstanding 10 M
68 lower), in as new condition
Unacceptable No chair, no bedside table or made of material that is not suitable for this purpose 0
One chair, one bedside table, aged materials, medium density fiber board materials,
Acceptable 2
no coordination, repairs evident
Good 4
veneers, glass tops may be used.
Outstanding 10 M
65 3.22 Bedroom - Furniture – Condition

Acceptable Acceptable condition, some significant scratches and repairs are evident. 2

69
Medium mirror – at least 31 in by 16 in 2
Small mirror – at least 24 in by 12 in 1

72 Spacious wardrobe (59in minimum width) 5
Standard size wardrobe (47in minimum width) 4
Adequate size wardrobe (35in minimum width) 3

70
Small size wardrobe (24in minimum width) 2
75 bolted
5


71
Minimum 3-5 2 m m m
restaurant menu
Minimum 4-5 3 m m
tourists

72
92 Iron and board in room or available 2

3.24 Bedroom - Cleanliness
94 Minimum 1-5 Waste bin provided and emptied daily 0 M M M M M
96 Unacceptable Heavy dust on surfaces, paper and other dirt are not picked up, unpleasant smells. 0

73
No. Rating Criteria / Indicators Points
97 Minimum 1-5
0 M M M M M
99 4.2 Bathroom - Shower/Bath - Quality
Acceptable Lightweight shower curtain, not well-coordinated tap ware 2

74
Standard tiled walls, framed shower screen or designer curtain, mixers provide
Very Good 6
Excellent 8
Outstanding 10

Unacceptable 0
Acceptable 2
No evidence of moulds, good overall condition, minor chips or repairs may be still
Good 4
needed, bath floor is even and well maintained.
Very Good 6
further attention.
101 4.4 Bathroom – Basin - Quality
Acceptable Aging fixtures, rough amateurish grouting no additional bench space 2
Good 4
toiletry
Very Good 6
75 toiletry
Excellent Excellent quality, generous space for all personal toiletry, quality brand tap ware 8
Outstanding Outstanding quality, often double basin, designer tap ware, ample space. 10
Unacceptable Basin chipped or damaged, tap does not provide a consistent flow of water. 0
Excellent Excellent quality. No marks or chips 8

103 4.6 Bathroom - Toilet - Quality
Unacceptable Cheap plastic toilet seat and/or cover that doesn’t fit 0

76

Leaks from flushing evident on floor, stained seat, flush mechanism does not work
Unacceptable 0
properly.

Acceptable Adequate materials, panelling with gaps evident. Small space 2

Outstanding 10
77 quality.
Acceptable condition, clean but with dated materials, may still be some evidence of
Acceptable 2
mould issues
Very Good 6
Excellent Well maintained, in excellent condition 8

Unacceptable Towels are thin, ripped and in poor condition, major stains. 0
Acceptable Towels are thin but clean and in acceptable condition. 2
Excellent Excellent range of d towels of thick cotton, 90-100% cotton 8

78
Excellent bathroom space, ability for two people to easily move around the
Excellent 8
bathroom

Unacceptable 0
No evidence of dust or smears, enamel gleaming, no sign of mould or mildew.

Excellent 16
sealed toilet seat
4.13 Toiletries - Availability
110 Minimum 1-5 Toilet paper provided 0 M M M M M

79
Excellent Excellent range of branded toiletries (incl. dental care kit, nail care kit) 4
112 Bidet 4
115 Weighing scales. 2
117 Slippers 1

80
119 Environmental Dual flush toilet system or similar to conserve water 3
122 Environmental 3
frequency of cleaning.
Dimension 5: Food and Beverage

5.1 Food and Beverage – Availability of Restaurants
123 Minimum 1-2 Breakfast room available 0 M M
124 Minimum 3-5 Full service restaurant open 7 days a week (including breakfast) 10 m m m
125 Minimum 4-5 Additional Specialty Restaurant / Fine Dining 10 m m
126 5.2 Food and Beverage – Options available
Unacceptable Non-availability of several food dishes and/or drinks 0
Acceptable Fast food / instant coffee/drinks, up to 20% unavailable 4

81
Limited choice of basic dishes / buffet, up to 10% all food dishes and/or drinks on
Good 8
the menu are available.
A-la-carte menu, fresh fruits & vegetables, selection of wines/beers, only 5% of
Very Good 12
menu items not available
Exceptional a-la-carte menu, availability of all food dishes and drinks/wines on the
Excellent 16
menu
A-la-carte menu of outstanding variety of special cuisine (fine dining, fresh juices,
Outstanding 20
extensive wine list)
127 5.3 Food and Beverage – Service Quality

No welcoming greeting, limited table clearing, stains on tables/chairs, lack of
Unacceptable 0
attention, wait time greater than 30 minutes
Friendly, but not necessarily professional service, basic knowledge of
Acceptable 4
foods/beverages on the menu
Good Attentive behaviour of waiting staff, quick table clearing service 8

Very Good Very good and attentive service, service checks during meal to ensure satisfaction 12
Excellent Excellent service, efficient food clearing, prompt and polite service during meal 16
Outstanding Outstanding service, the best available 20
128 5.4 Restaurant - Decoration & Furniture - Quality
Unacceptable Tables and chairs are insufficient for the number of guests, uncomfortable seating. 0
Tables and chairs are mismatched but functional, vinyl seating with minimal
Acceptable 2
comfort, plastic chairs.
Good quality, tables and chairs, brushed metal, glass, laminate materials, limited
Good 4
82 design and coordination
Very Good Very good quality, solid timbers or contemporary cane, coordinated design 6
Excellent quality, high grade fabrics, coordinated design, linen table cloths,
Excellent 8
ergonomic design
Outstanding Luxurious feel, highest quality table and chairs, linen clothes and napkins 10
129 5.5 Restaurant - Decoration & Furniture - Condition

Very old, faded, wobbly stand, damaged, peeling, grubby marks, evidence of
Unacceptable 0
neglect, damaged, marked, scratched
Amateurish application of wallpaper/paint, furniture in average condition with signs
Acceptable 2
of wear and tear, solid stand of tables and chairs
Good Good condition, some repair work evident 4
Very good condition, professional decoration, only minor marks showing on tables
Very Good 6
and chairs
Excellent Excellent condition, no scratches or chips 8
Outstanding Meticulous condition, no evidence of wear and tear 10
130 5.6 Restaurant – Crockery, Cutlery, Glassware - Quality
Unacceptable Incomplete table settings 0
Acceptable Basic crockery and cutlery, fork and spoon only, adequately laid out tables 2
Good Good quality cutlery, well laid out table setting 4
Very Good Very good table setting, good quality glassware, solid cutler 6
83
Excellent Excellent range and condition of crockery, high standard of glassware and cutlery 8
Outstanding table settings, fine china or similar in use, silver cutlery or similar,
Outstanding 10
crystal glassware or similar outstanding quality
131 5.7 Restaurant – Crockery, Cutlery, Glassware - Cleanliness
Unacceptable Dirty chipped glassware, stained crockery 0
Acceptable Crockery and cutlery are clean and mismatched, water marks may be visible. 2
Good Good level of cleanliness, no major chips or marks, coordinated cutlery 4

Outstanding Outstanding in as new condition for all crockery and glassware. Polished cutlery. 10
132 5.8 Restaurant – Space and Comfort
Unacceptable Very crowded, cramped, uncomfortable, loud noise, unpleasant atmosphere 0
Acceptable Comfortable but crowded, difficult access for customers and servers 4
A certain amount of noise and activity, comfortable temperatures, tables too close
Good 8
for private conversation
Very Good Very good standard of comfort, private conversations are possible. 12
Excellent Well thought out table layout, no intrusive noise or smells 16

84
Outstanding Outstanding environment and highest levels of comfort, one of the best available 20
5.9 Kitchen - Quality of Appliances
133 Minimum 1-5 Compliance with Health and Sanitation code of the Philippines M M M M M
134 Unacceptable Old appliances, untidy, but adequate range 0
Acceptable Acceptable appliances, may be older but in working condition 2
Good Well-designed kitchen and good layout. Appliances easily accessible 4
Obvious design features designed to ensure efficiency. Very good standard of

Very Good 6
appliances
Excellent Excellent layout and professionally designed and staffed. Excellent work spaces 8
Unacceptable Dirty dishes and cooking utensils, poor food handling and food storage processes 0
Clean, tidy, cold storage procedures are acceptable, basic hygiene standards are
Acceptable 4
followed.
Good Well maintained appliances and clean cooking utensils 8
Very Good Very good standard of kitchen. Very hygienic, frequent cleaning is evident. 12

Excellent 16
85 hygiene
Outstanding Spotless kitchen environment. As new appliances in appearance and cleanliness 20

136 Free Internet connection available in public areas for guests 3
137 Housekeeping turndown service at night 3
138 Minimum 1-3 Room Service availability for minimum of 12 hours 0 M M M
Minimum 4-5 Room Service 18-24 hours 4 m m
86
Fitness centre has trained staff on duty with 5 or more cardio machines. 5

Spa Services include Traditional Filipino treatments. 2
142 Swimming pool with clean and well maintained facilities; size appropriate for resort 3
143 Sports and/or fitness equipment available for hire as appropriate to location 1
144 Jacuzzi 2
145 Sauna / Steam room 2

147 Tour desk 5
149 Business Center (with PC, printer, photo copier, internet connection, etc) 5
150 First Aid facility with trained staff on site 5
6.4 Amenities – Recreation & Sports

87
151 Function room (open air, outdoor) 5
152 Function room (indoor, air-conditioned) 5
Sight-seeing activities, land-based tours,, excursions to natural / cultural attractions

153 5
(museums, monuments), boat trips, island hopping, etc
154 Land-based sports (basket ball, volley ball, tennis, badminton, table tennis, etc) 5
155 Water-based sports (kayaking, sailing, waterski, jet ski, snorkelling, diving, etc) 5
156 Nature-based sports (hiking, biking, fishing, bird-watching, nature trails, etc) 5
157 Recreational activities for families and children (games, library, playground, etc) 5
158 Entertainment (beach bar, grill barbeque, live music, karaoke bar, discotheque, etc) 5

159 Minimum 1-5 Emergency and fire evacuation procedures are followed and in place. 0 M M M M M

5
162 checking procedures
5
164 5
88 and cockroaches
Risk assessment audit conducted in the last 5 years that reviews security threats to
165 the property.
5

166 Environmental
targets
5
167 Environmental Environmental systems in place to reduce water with water reduction targets 5
168 Environmental Environmental systems in place to reduce energy with energy reduction targets 5
169 Social Training programme in place for staff (minimum of 3 days per staff member/year) 5
170 Social
within the region).
5
171 Social
5

172 Environmental
5

5
Refund policy (if complaints cannot be resolved to guest satisfaction, discounts or

5
Resort meets all current regulations and legislative requirements to operate a

Resort. (Air pollution, Sanitary Code, Revised Fire Code, Accessibility Law, etc)

89
(Accessible Tourism) For PWD Rooms, 5% of all rooms shall be designated for
177 PWD, but not less than 2 rooms.
5
178 accommodate standing persons and those seated on wheelchairs.
2
All interior doors shall have at least a width of ninety (90) centimetres to
179 2
accommodate big and motorized wheelchairs.
PWD Bed rooms shall have shall have the following:

180  Lever type door handles
 Dual height peepholes with the lower one at 39in from the floor
 Light switches at maximum 47in from the floor
7
 Electrical outlets at a minimum of 18in from the floor
 Bed height at maximum of 20in
 Easy-to-open preferably sliding closet doors
 Dual height hanger racks with the lower rack at 55in from the floor
PWD Bathrooms shall have the following:

181  Toilet flooring of non-slippery surface materials even when wet
4
safety and effective utility, the distance between the bars not exceeding 30in
182  Can accommodate a minimum of two (2) wheelchairs
5
90 elevator is already at.
 Equipped with handrails placed in both sides at 28-30in from the floor
ACCOMMODATION SECTOR APARTMENT HOTEL
Rule V.
ACCREDITATION STANDARDS FOR APARTMENT HOTELS

2 Minimum 1-5 Apartment Hotel name clearly visible from the street 0 M M M M M
3 Minimum 1-5 Apartment Hotel name is visible at night. 0 M M M M M

91 Built design and construction quality is from materials that are not durable and/or
Unacceptable 0
unsafe for guest use.
Acceptable 2
accommodation environment
Good A functional building with good quality materials and efficient layout 4
Very Good 6
building
Excellent 8
are evident and excellent quality building materials have been used throughout
Outstanding 10
used in construction

Unacceptable 0
flaking paint, rotting wood, rust evident

Very Good Very good maintenance of paintwork and exterior panels 6
Excellent High standard of external appearance, allowing for the age of the building 8

6 Minimum 1-5
obstructions.
0 M M M M M
92 Clearly designated parking area that meets the relevant provisions of the National
Building Code
9 Parking area has security to prevent unauthorised vehicle entry. 4
10 Parking area is close to units to ensure easy transfer of luggage. 4
1.5 Security


Unacceptable 0
Acceptable 2
guest)
Basic registration process in place, with prompt service. (not more than 8 minutes
Good 4
per guest)
93 Pre-registration information already completed as part of the booking process for
Excellent the guest who may only need to review and confirm details. (not more than 4 8
minutes per guest)
Outstanding Pre registration information completed and no wait time for registration process 10
17 1.08 Luggage Services
Minimum 1-5 Left luggage services available without dedicated space 0 M M M M M
5
size of apartment hotel.

Excellent Staff are very well groomed and take pride in their appearance 4

94

Excellent 4
offered on arrival.
Outstanding 5

Unacceptable 0
Acceptable 1
guest)
Basic check-out process in place, with prompt service. (not more than 8 minutes
Good 2
per guest)
Very good 3
23 credit cards.
2
95

Very Good Coordinated design, a professional standard is achieved. 6
96
Unacceptable 0
neglect
Acceptable 2
Good 4
are needed.
Good Good quality fixtures, standard design, limited space 2
Excellent Excellent quality of fittings, basin and bowl decoration is to a high standard. 4

97
Very Good 3
periods
Excellent Minor scratches are barely visible, always clean and tidy and in excellent condition. 4

All public areas are air-conditioned or have temperature control initiatives and
Minimum 1-5 maintain a temperature between 20-25 degrees year round; except in areas where 0 M M M M M
elevation is 2000 ft. above sea level.
29 2.6 Public Areas - Temperature Control - Quality
Unacceptable No general ambient temperature, poor air quality, bad smells 0

Acceptable Minimum level of comfort achieved. Some areas are hotter and colder than others. 1
Good A good level of comfort is evident throughout the public spaces. 2
Thermostatically controlled system that maintains a very good level of comfort in

Very Good 3
most areas
Excellent levels of comfort throughout property. Consistent air flow with no hot
Excellent 4
areas or draughty places
Outstanding levels of comfort throughout. Thermostatically controlled in all public
Outstanding 5
areas
30 2.7 Public Areas - Temperature Control – Condition and Maintenance

Unresponsive system, no maintenance plan or consistency of temperature is
Unacceptable 0
achieved. Operating noise levels make conversations difficult.
98
Acceptable Aging and dated air-conditioning units, operated at selected times. 1
A mixture of systems may be used; all units in good working order, although may
Good 2
be older and used occasionally.
Very Good Units may be older but well maintained with very good maintenance 3
Excellent levels of maintenance, would expect most units to be less than 5 years old
Excellent 4
and of excellent condition
Outstanding All units in excellent condition, no leaks, no rust, quiet operation in as new condition 5

Unacceptable 0
spaces

Very Good 3
light switches
Excellent 4
Outstanding 5
Good 2
done.
99
Excellent 4
appropriate
Environmental Low energy-saving bulbs used in over 75% of public areas. 5
36 2.11 Public Areas – Cleanliness

Unacceptable 0
Acceptable 2
Good 4
are in good tidy condition.
Very Good 6
Excellent 8
Outstanding 10
100
37 3.1 Room Size
Minimum 1 Size including bathroom ≥ 20 sq m 4 M
Minimum 2 Size including bathroom ≥ 25 sq m 8 m
3.2 Three-Bedroom Unit – Availability

38 The Three-Bedroom unit shall have a minimum size/area of at least 150
101 sqm.
Minimum 4 2% of the total number of units are Three-bedroom units. 3 m
Minimum 5 5% of the total number of units are Three-bedroom units. 5 m

Unacceptable 0
small, may be less than 2.4 metres.
Acceptable 2
Good 4
Very Good 6
around, easy access to all facilities.
Excellent 8
Outstanding 10
Acceptable 2
Good 4
sound proofing.
102 Very good sound proofing materials are used, Heavy curtains and floor coverings
Very Good 6
reduce noise.
Excellent 8
reduce external noises.
Outstanding Outstanding sound proofing design to ensure quiet enjoyment of space. 10

Significant external noise and noise from other rooms makes sleeping or peaceful
Unacceptable 0
enjoyment difficult.
Acceptable Noise from outside is variable, noise from neighbouring rooms is audible. 2
43 3.7 Bedroom – Bed Mattress - Quality

Unacceptable 0
inches.
Acceptable 2
than 4 inches
Good High density foam, 8 inches timber base, shallow innerspring, 6 inch mattress 4
Coil spring or equivalent, separate mattress top, Mattress protectors (bed pad) and
Excellent 8
pillow protectors / slips.
103 Latex or pocket spring, deep comfort, separate mattress top; Mattress protectors
Outstanding 10
(bed pad) and pillow protectors / slips
44 3.8 Bedroom – Bed Mattress - Condition

Unacceptable 0
lumpy
Very Good Very good condition, no stains or tears, evidence of good maintenance. 6
45 3.9 Bedroom - Bedding & Linen - Quality

Very Good 6
count.
Outstanding 10
similar.

104
Acceptable Sheets with no tears or rips, in a clean 2

48 3.12 Bedroom – Lighting - Quality

105
Very Good 6
bedside lamps
Excellent 8
bedside lamps
49 3.13 Bedroom - Lighting - Condition
Unacceptable Lights not working, bulbs need replacing. 0
Good 4
into the wall may be required.
Very Good 6
Excellent 8
51 3.15 Bedroom Curtains - Quality
106 Unacceptable Unlined fabric of low quality, exposed tracking 0
52 3.16 Bedroom Curtains - Condition
Acceptable Curtains/shades just cover windows, a number of minor stains/marks are evident. 2

Very Good Curtains/shades, in very good condition 6
107

Outstanding 10
Acceptable Some stains and discoloration is acceptable, chipped tiles 2
Good 4
fixed
Excellent Floor covering in excellent condition, no stains are visible. 8

Window–based cooling system; fan available for additional cooling, acceptable air
Acceptable 2
circulation
108 Room pre cooled for arrival or very fast cooling system available, highest quality
Outstanding 10 M
Unacceptable Broken windows, cracked glass, draughty, fan air conditioning not working M
Very Good 6 M
control
Outstanding 10 M
lower), in as new condition
Unacceptable No chair, no bedside table or made of material that is not suitable for this purpose 0
One chair, one bedside table, aged materials, MDF(Medium Density Fiberboard)
Acceptable 2
materials, no coordination, repairs evident
Good 4
veneers, glass tops may be used.
Outstanding 10 M
109 58 3.22 Bedroom - Furniture - Condition
Unacceptable Cracked, broken furniture poorly repaired 0

Medium mirror – at least 31 in by 16 in 2
Small mirror – at least 24 in by 12 in 1
110
65 Spacious wardrobe (59in minimum width) 5
Standard size wardrobe (47in minimum width) 4
Adequate size wardrobe (35in minimum width) 3
Small size wardrobe (24in minimum width) 2

68 5
bolted
111
Minimum 3-5 2 m m m
restaurant menu
Minimum 4-5 3 m m
tourists

112

85 Iron and board in room or available 2
3.24 Bedroom – Cleanliness
87 Minimum 1-5 Waste bin provided and emptied daily 0 M M M M M
89 Unacceptable Heavy dust on surfaces, paper and other dirt are not picked up, unpleasant smells 0
113
90 Minimum 1-5
0 M M M M M
92 4.2 Bathroom - Shower/Bath – Quality
Acceptable Lightweight shower curtain, not well coordinated tap ware 2

114 Standard tiled walls, framed shower screen or designer curtain, mixers provide
Very Good 6
Excellent 8
Outstanding 10

Unacceptable 0
Acceptable 2
No evidence of moulds, good overall condition, minor chips or repairs may be still
Good 4
needed, bath floor is even and well maintained.
Very Good 6
further attention.

94 4.4 Bathroom – Basin – Quality
Acceptable Aging fixtures, rough amateurish grouting no additional bench space 2
Good 4
toiletry
Very Good 6
toiletry
Excellent Excellent quality, generous space for all personal toiletry, quality brand tap ware 8
115
Outstanding Outstanding quality, often double basin, designer tap ware, ample space 10
Unacceptable Basin chipped or damaged, tap does not provide a consistent flow of water. 0
Excellent Excellent quality. no marks or chips 8
96 4.6 Bathroom - Toilet – Quality

Unacceptable Cheap plastic toilet seat and/or cover that doesn’t fit 0

116 Leaks from flushing evident on floor, stained seat, flush mechanism does not work
Unacceptable 0
properly.
Acceptable Adequate materials, panelling with gaps evident. Small space 2


Outstanding 10
quality.
Acceptable condition, clean but with dated materials, may still be some evidence of
Acceptable 2
mould issues
117
Very Good 6
Excellent Well maintained in excellent condition 8
Unacceptable Towels are thin, ripped and in poor condition, major stains 0
Acceptable Towels are thin but clean and in acceptable condition 2
Excellent Excellent range of towels of thick cotton, 90-100% cotton 8
118 Excellent bathroom space, ability for two people to easily move around the
Excellent 8
bathroom

Unacceptable 0
No evidence of dust or smears, enamel gleaming, no sign of mould or mildew.

Excellent 16
sealed toilet seat
4.13 Toiletries - Availability
103 Minimum 1-5 Toilet paper provided 0 M M M M M
Excellent Excellent range of branded toiletries (incl. dental care kit, nail care kit) 4
119
105 Bidet 4
108 Weighing scales 2
110 Slippers 1

112 Environmental Dual flush toilet system or similar to conserve water 3
115 Environmental
frequency of cleaning.
3
120
Dimension 5: LOUNGE / SITTING AREA

116 5.1 Lounge - Space & Comfort
Unacceptable 0
small
Lounge may be shared with dining room and have cluttered feel, but there is
Acceptable 2
sufficient space to move around. Ceiling height is at least 2.4 meters.
Good amount of space to move freely, there may be some restrictions and chairs
Good 4
may serve dual purposes.
Lounge area is well planned for ease of movement, no major obstacles to move
Very Good 6
around, no intrusive noise, easy access to all facilities
Excellent Excellent space to allow comfortable relaxation and generous space to ensure
8
added comfort
Outstanding Luxurious space designed for relaxation and efficiency of movement. Ample free
10
121
117 5.2 Lounge – Sound Proofing
Unacceptable No attempt to provide any sound proofing. 0
Acceptable 2
Good 4
sound proofing.
Very good sound proofing materials are used. Heavy curtains and floor coverings
Very Good 6
reduce noise.
Excellent 8
118 5.3 Lounge – Noise Levels
Unacceptable Significant external noise and noise from other units that makes sleeping difficult 0
Acceptable Noise from outside is variable; noise from neighbouring units is audible. 2
Good External noise from other units and from outside is heard but is not significant. 4
No intrusive noises from other units, occasional loud noises are still audible from
Very Good 6
time to time. Noise should not be more than 70 decibels.
119 5.4 Lounge - Lighting - Quality
122
Acceptable Light switch by main door only; acceptable illumination of lounge 2
Room has very good lighting, multiple switches and very good quality fittings, free
Very Good 6
standing lamps
Designer lamps and excellent levels of lighting to create different moods,
Excellent 8
directional lighting
120 5.5 Lounge - Lighting - Condition
Unacceptable Lights not working, bulbs need replacing 0
Acceptable Acceptable condition of lamps 2
Good quality fittings, no burnt shades, aging lamps but effective. Minor maintenance
Good 4
workaround fittings may be required.

Very Good 6
Excellent 8
Outstanding Fittings throughout the lounge in as new condition 10
121 5.6 Lounge - Lighting – Environmental Protection
Environmental Energy-saving light bulbs in between 50% and 75% of lounge lights 3
Environmental Energy-saving light bulbs in over 75% of lounge lights 5
122 5.7 Lounge - Curtains - Quality

123
Unacceptable Unlined fabric of poor quality, exposed tracking 0
123 5.8 Lounge - Curtains - Condition
Unacceptable Curtains or blinds short, exposed tracking 0
Acceptable Curtains/shades just cover windows 2

Good Curtains /shades in good condition may be occasional marks 4
Very Good Curtains/shades, in very good condition, only minor marks are noticeable. 6
124 5.9 Lounge - Floor Coverings - Quality
Unacceptable Floor tiles or carpets do not cover the main floor space. 0
124
Good Good quality floor coverings, standard tiles, good quality timber floors 4
Very Good Floor covering of very good quality, well-coordinated room design 6

Outstanding 10
125 5.10 Lounge – Floor Coverings - Condition
Unacceptable Largely stained coverings, large holes, dirty 0
Acceptable Some stains and discoloration is acceptable. 2
Good 4
fixed
Excellent Floor covering in excellent condition, no stains are visible. 8
126 5.11 Lounge - Temperature Control - Quality
Window –based cooling system; fan available for additional cooling, acceptable air
Acceptable 2
circulation
125
Room pre cooled for arrival or very fast cooling system available, Highest quality
Outstanding 10
127 5.12 Lounge - Temperature Control – Condition and Maintenance
Unacceptable Broken windows, cracked glass, draughty 0
Acceptable Window opens and closes easily, fan in acceptable condition 2
Good Good cooling system, air conditioning unit older but operates effectively 4
Very Good 6
control.
Excellent Quiet operation with remote control (60db and lower) 8
Outstanding 10
lower), in as new condition
128 5.13 Lounge - Furniture - Quality
Unacceptable No usable furniture that is made of material that is not suitable for this purpose 0
One couch, aged materials, MDF materials, no coordination, repairs evident.

Acceptable 2
Enough seating for sleeping positions
Good quality couches, Good quality furniture, timber veneers, glass tops may be
Good 4
used
Outstanding 10
126
129 5.14 Lounge - Furniture - Condition
Good Furniture in good condition, any repairs done professionally. 4
5.15 Lounge – Facilities & Amenities
127
Dimension 6: KITCHEN AREA

134 6.1 Kitchen - Layout and Space
Unacceptable Too small to prepare meals, old appliances, untidy, inadequate range 0
Acceptable Small, but functional kitchen; enough space for one person to move around 2
Good Well-designed kitchen and good layout. Appliances easily accessible 4
Very good standard of Kitchen. Obvious design features designed to ensure

Very Good 6
efficiency
Excellent Excellent layout and professionally designed and staffed. Excellent work spaces 8
128
135 6.2 Kitchen - Dining Furniture - Quality
Unacceptable Tables and chairs are insufficient for the number of guests. 0
Acceptable Tables and chairs are mismatched but functional, vinyl seating with minimal comfort 2
Good quality, tables and chairs, plastics, brushed metal, glass, laminate materials,
Good 4
limited design and coordination
Very Good Very good quality furniture, solid timbers, contemporary cane, coordinated design 6
Excellent Excellent quality, high grade fabrics, coordinated desig 8
Outstanding Highest quality, luxurious feel, highest quality table and chairs 10
136 6.3 Kitchen - Dining Furniture - Condition

Very old, faded damaged, peeling, grubby marks, evidence of neglect, no table
Unacceptable 0
coverings, damaged, marked, scratched
Acceptable Furniture in average condition with signs of wear and tear 2
Good Good condition, some repair work evident. 4
Very Good Very good condition, only minor marks showing on tables 6
Excellent Excellent quality, no scratches or chips 8
Outstanding Highest quality, no evidence of wear and tear, luxurious feel 10
137 6.4 Kitchen – Crockery, Cutlery, Glassware - Quality
Unacceptable Incomplete sets of tableware (crockery, cutlery and/or glassware) 0
129
Acceptable Service of at least 4 sets of tableware, basic but acceptable quality 1
Good Service of 6 sets of tableware; good quality stoneware, basic metal and glassware 2
Very Good Very good quality table ware; porcelain, solid metal crockery, quality glassware 3
Excellent Excellent range and quality of porcelain crockery, designer glassware and cutlery 4
Fine china or similar in use, silver cutlery or similar, crystal glassware or similar of
Outstanding 5
outstanding quality
138 6.5 Kitchen – Crockery, Cutlery, Glassware – Condition & Cleanliness
Unacceptable Dirty glassware, chipped and stained crockery 0
Acceptable Crockery and cutlery are clean and mismatched. 1
Good Good level of cleanliness, no major chips or marks 2

Outstanding Outstanding in as new condition for all crockery, cutlery and glassware 5
139 6.6 Kitchen - Refrigerator / Freezer – Availability & Functionality
Unacceptable Refrigerator and/or freezer is not working, very dirty, or not available. 0
Small and basic refrigerator with small ice compartment may be old, but functional
Acceptable 2
and basically clean.
Average sized refrigerator with freezer compartment, good condition, sufficient
Good 4
space for short stays
130 Large refrigerator with separate freezer compartment, very clean, suitable for mid-
Very Good 6
term stays
Excellent Refrigerator / freezer combination with wine rack and several cooling zones 8
Outstanding Highest quality refrigerator / freezer combination with cold water dispenser 10
140 6.7 Kitchen – Stove / Oven – Availability and Functionality

Stove and/or oven is not working, very dirty or otherwise poor condition, or not
Unacceptable 0
available.
Acceptable Small stove without oven, may be old, but functional and basically clean 2
Good Average size stove with oven, good working condition 4
Very Good Good sized stove and oven 6
Large cooking range with variety of hot plates / gas flames, in excellent condition
Excellent 8
and meticulously clean
Outstanding Designer cooking range, in as new condition 10
141 6.8 Kitchen – Washing Machine / Dryer – Availability and Functionality.
Washing machine is not working, very dirty, rusty or otherwise poor condition, or not
Unacceptable 0
available.
Acceptable Basic washing machine and in working condition 2
Good Average size washing machine with multiple washing programs, in good condition 4
Very Good Large washing machine, in very good condition 6
Excellent Large washing machine with dryer, in excellent condition 8
131
Outstanding Highest quality washing / dryer combination, in as new condition 10
Unacceptable Dirty, inadequate food storage options 0
Acceptable Clean, tidy, cold storage options are acceptable. 2
Good Well maintained appliances, no smears and marks 4
Very Good Very good standard of kitchen. Very hygienic, regular cleaning is evident. 6

Excellent 8
hygiene
Outstanding kitchen environment; spotless, as new appliances in appearance and
Outstanding 10
cleanliness
143 6.10 Kitchen - Ventilation

Unacceptable Poor ventilation, widows do not fully open, difficult to extract smells 0
Acceptable Adequate ventilation, window open to extract heat and smells 1
Good Good level of ventilation, may be extractor fans of older condition but effective 2
Very Good Very good ventilation, extractor fans or similar work effectively 3
Excellent Excellent and responsive ventilation system 4
Outstanding Outstanding ventilation system, the best available 5
6.11 Kitchen – Small Appliances – Availability & Functionality

132 Toaster
144 2
145 Kettle, electric 2
146 Wine cooler 1
6.12 Kitchen – Cooking Utensils - Availability
147 Cooking pots and saucepans (at least a set of 3). 1
148 Frying pan 1
149 Casserole dish with lid. 1
150 Bowls and servers (at least a set of 3) 1
151 Kitchen knives, cooking and serving spoons, chopping board, scissors, etc) 1
6.13 Kitchen – Cleaning Utensils - Availability
152 Broom , dustpan and brush 1
153 Mop, floor cloth and bucket 1
154 Cleaning agents 1
155 Dish cleaning utensils 1
156 Oven cloth or mitt 1
133

157 Apartment / Kitchen cleaning service 5
158 Play area with trained staff on duty 5
159 Room service availability for a minimum of 12 hours 5
160 Caretaker service availability for a minimum of 12 hours 5
134
Fitness centre has trained staff on duty with 5 or more cardio machines 5

Spa Services include Traditional Filipino treatments 2
Swimming pool with clean and well maintained facilities; size appropriate for
164 apartment hotel
3
165 Jacuzzi 2
166 Sauna / steam room 2

167 Function room 2
169 Tour desk 2
171 Business Center (with PC, printer, photo copier, internet connection, etc). 2
172 First Aid facility with trained staff on site 2
135

153 Minimum 1-5 Emergency and fire evacuation procedures are followed and in place. 0 M M M M M

5
156 5
checking procedures
158 and cockroaches.
5
136 Risk assessment audit conducted in the last 5 years that reviews security threats to
159 the property
5

160 Environmental
targets
5
161 Environmental Environmental systems in place to reduce water with reduction targets 5
162 Environmental Environmental systems in place to reduce energy with reduction targets 5
163 Social Training programme in place for staff (minimum of 3 days per staff member /year). 5
164 Social
within the region).
5
165 Social 5
166 Environmental
5

5
Refund policy (if complaints cannot be resolved to guest satisfaction, discounts or

5

Apartment Hotel meets all current regulations and legislative requirements to
170 Minimum 1-5 operate an Apartment Hotel. (Revised Fire Code, Sanitary Code, Accessibility Law, 0 M M M M M
etc)
(Accessible Tourism) For PWD Rooms (5% of all rooms shall be designated for
171 PWD, but not less than 2 rooms)
5
172 2
accommodate standing persons and those seated on wheelchairs.
All interior doors shall have at least a width of 35 inches to accommodate big and
173 motorized wheelchairs.
2
137
PWD Bed rooms shall have shall have the following:
174  Lever type door handles
 Dual height peepholes with the lower one at 39in from the floor
 Light switches at maximum 47in from the floor
7
 Electrical outlets at a minimum of 18in from the floor
 Bed height at maximum of 20in
 Easy-to-open preferably sliding closet doors
 Dual height hanger racks with the lower rack at 55in from the floor
175 PWD Bathrooms shall have the following:

 Toilet flooring of non-slippery surface materials even when wet
4
safety and effective utility, the distance between the bars not exceeding 30in

176  Can accommodate a minimum of two (2) wheelchairs
5
elevator is already at.
 Equipped with handrails placed in both sides at 28-30in from the floor
138
BOOK FOUR
APPLICATION FOR ACCREDITATION
Rule VI.
Accreditation Process
Section 1. Filing of Application. Any person, partnership, corporation or other entity
desiring to operate a primary tourism enterprise as defined herein shall secure an
accreditation from the Department. Application for accreditation shall be accomplished
online.
Section 2. Documentary Requirements. The Department shall issue a List of
Documentary Requirements to be complied with by applicants as part of the
accreditation process
Section 3. Inspection. An Inspection team shall conduct an audit of the establishment to
determine its classification. An oversight committee from the Department shall conduct
periodic inspection of the classified establishment.
Section 4. Validity of Accreditation. The Certificate of Accreditation shall be valid for a
period of two (2) years, unless sooner revoked by the Department.
Section 5. Schedule of Fees. The Department shall issue a schedule of accreditation
fees to be implemented by these Rules.
BOOK FIVE
CANCELLATION AND/OR DOWNGRADING OF ACCREDITATION
Rule VII.
Cancellation and/or Downgrading of Accreditation
Section 1. Grounds for Cancellation. Any of the following acts, omissions shall be
sufficient grounds for the cancellation of accreditation:
a. Making any false declaration or statement or making use of any such declaration
or statement or any document containing the same or committing fraud or any
act of misrepresentation for the purpose of obtaining the issuance of
accreditation;
b. Failure to comply with or contravene any of the conditions set forth in the
certificate of accreditation;
138
c. Failure to meet the standards and requirements for the operation of the
establishment as prescribed in these rules and regulations;
d. Allowing or permitting the establishment or its facilities to be used for prostitution

particularly those involving children or any illegal, immoral or illicit activities; and
e. Violation of or non-compliance with any of the provisions of these rules,

promulgated orders, decisions and circulars issued by the Department and other
concerned government agencies.
Section 2. Procedure for Cancellation and/or Downgrading of Accreditation. Assessors

shall submit a report with recommendations based on the inspection findings to the
Office of Tourism Standards and Regulation (OTSR). The OTSR shall then send a letter
to the concerned enterprise regarding its deficiencies, specifying a grace period of a
minimum of 3 months within which to rectify such findings. Non-compliance within the
allotted grace period may result in the cancellation and/or downgrading of accreditation
of the concerned enterprise. The Department shall likewise inform the concerned local
government unit regarding the accreditation status of the enterprise.
BOOK SIX
SUPERVISION OF ACCREDITED ESTABLISHMENTS
Rule VIII.
Supervision of Accredited Establishments
Section 1. Display of DOT Accreditation Seal. The valid DOT accreditation seal shall be
displayed in a conspicuous place of the establishment.
Section 2. Non-Transferability of DOT Accreditation Seal. The rights and privileges over
the accreditation shall be non-transferable.
Section 3. Periodic Inspection. The Department may send an inspection team to the
establishment for the purpose of finding out whether it is being kept and/or managed in
a manner conformable to the standards set by the Department. The inspection shall be
conducted at a reasonable time of the day with due regard and respect accorded to the
right to privacy of parties concerned.
Section 4. Defects and Deficiencies Found During the Inspection. Where certain defects
and deficiencies have been found in the course of inspection, the Department shall give
direction to the keeper, manager or operator to rectify the defects or deficiencies within
a reasonable period of time.
Section 5. Penalty for Failure to Remedy the Defects, etc. If the management fails to
remedy the defects or deficiencies, the Department may withdraw the certificate of
accreditation of the establishment.
139

Dot Memorandum Circular No. 2012-02

Uploaded by

Copyright:

Available Formats

Dot Memorandum Circular No. 2012-02

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Dot Memorandum Circular No. 2012-02

Uploaded by

Copyright:

Available Formats

DOT MEMORANDUM CIRCULAR NO.

RULES AND REGULATIONS TO GOVERN THE ACCREDITATION OF

PURSUANT TO THE AUTHORITY VESTED IN THE DEPARTMENT OF TOURISM

Definition and Basic Guidelines

Section 1. Title. These rules shall be referred to as “RULES AND REGULATIONS TO

a. “Accreditation” shall refer to a certification issued by the Department to a tourism

c. “Apartment Hotel” shall refer to serviced apartments offering self-contained units

d. “Department or DOT” shall “Department” refers to the Department of Tourism

f. “Mandatory Requirements (M)” shall refer to those requirements without which an

g. “Minimum Requirements (m)” shall refer to those requirements which are

j. “Quality Gradings” shall refer to such terms as unacceptable, adequate, good,

k. “Resort” shall refer to full service accommodation located in a more natural,

n. “Tourism enterprises” refers to facilities, services and attractions involved in

STAR GRADING SYSTEM

Star Grading System for Hotels, Resorts and Apartment Hotels

ACCREDITATION STANDARDS FOR HOTELS, RESORTS AND APARTMENT

Dimension 1: ARRIVAL / DEPARTURE

1 Minimum 1-5 Exterior in a clean fit for purpose condition 0 M M M M M

2 Minimum 1-5 Hotel name clearly visible from the street 0 M M M M M

3 Minimum 1-5 Hotel name is visible at night. 0 M M M M M

4 1.2 Building - Design and Construction Quality

5 1.3 Building - Condition (wear and tear)

Neglected appearance, obvious structural repairs needed, poor outside materials,

Acceptable Minor maintenance may be required, natural weathering is evident. 2

Very Good Very good maintenance of paintwork and exterior panels. 6

Outstanding As new condition, no building maintenance issues are visible. 10

1.4 Entrance / Exit & Parking

9 Minimum 4 & 5 Valet parking is provided. 3 m m

10 Minimum 1-5 Professional security in place 24 hours at main entry point 0 M M M M M

12 Effective use of CCTV with minimum 30 days recording storage 3

13 Monitoring of CCTV 24 hours 5

14 1.6 Reception – Service Hours

Minimum 1-2 Reception service available 16 hours 0 M M

Minimum 3-5 Reception service available 24 hours 5 m m m

15 1.7 Reception – Size

Unacceptable Reception area is small and/or difficult to locate. 0

Acceptable Obvious size restrictions, area may be cluttered. 1

Good Functional reception for the operation 2

Excellent Excellent reception area, seated check in is an option. 4

Luxurious check in facility, private check in facility is available and used as

16 1.8 Reception - Seating Area

17 1.9 Check-in Process

1.10 Luggage Services

18 Minimum 1-5 Left luggage services available without dedicated space 0 M M M M M

19 1.11 Porter Services

Minimum 3-5 Porter services are available. 5 m m m

20 1.12 Reception Staff - Appearance

Unacceptable Staff are poorly groomed and untidy. 0

Good Staff are easily identified and well groomed. 4

Very good Staff provide a very good professional appearance. 6

Outstanding Staff are immaculately groomed and attention to detail is obvious. 10

21 1.13 Reception – Service Quality

Good Staff are polite and responsive. 4

Very good Staff are welcoming and provide a sense of arrival. 6

Staff take an interest in the guests preferences, refreshments or similar may be

22 1.14 Reception Services – Check-out

1.15 Other Arrival / Departure Aspects

23 Guests must be provided with Official Receipt on departure. 0 M M M M M

Dimension 2: PUBLIC AREAS