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

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;

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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. Hotelshall 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 Gradingsshall refer to such

as unacceptable, adequate, good,

very good, excellent and outstanding are used to signify the ascending levels of

quality;

terms

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.

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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: 5570% 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.

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d. Four Star: 7085% 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

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NATIONAL TOURISM STANDARDS ACCOMMODATION SECTOR HOTEL
NATIONAL TOURISM STANDARDS

NATIONAL TOURISM STANDARDS

ACCOMMODATION SECTOR

HOTEL

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Rule III. ACCREDITATION STANDARDS FOR HOTELS

No. Ratings Criteria / Indicators Points Dimension 1: ARRIVAL / DEPARTURE 1.1 Building – Appearance
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
Unacceptable
Built design and construction quality is from materials that are not durable and/or
unsafe for guest use.
0
Acceptable
Basic structure with adequate materials that will provide a simple and safe
accommodation environment.
2
Good
A functional building with good quality materials and efficient layout.
4
Very Good
Strong external appeal, consistent design with any alterations linking to the original
building.
6
Excellent
Excellent impression and overall appeal, inviting appearance, architectural features
are evident and excellent quality building materials have been used throughout.
8
Luxurious and unique exterior, outstanding visual appeal, highest quality materials
Outstanding
10
used in construction.
5
1.3
Building - Condition (wear and tear)
Unacceptable
Neglected appearance, obvious structural repairs needed, poor outside materials,
flaking paint, rotting wood, rust evident.
0

7

No. Ratings Criteria / Indicators Points Acceptable Minor maintenance may be required, natural weathering is
No.
Ratings
Criteria / Indicators
Points
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
0
M
M
M
M
M
obstructions.
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
0
M
M
M
M
M
Building Code.
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

8

No. Ratings Criteria / Indicators Points 14 1.6 Reception – Service Hours Minimum 1-2 Reception
No.
Ratings
Criteria / Indicators
Points
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
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
Acceptable
No seating area available but limited privacy means it is difficult to have private
conversations.
1
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

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No. Ratings Criteria / Indicators Points Excellent Seating area with excellent quality seating appropriate for
No.
Ratings
Criteria / Indicators
Points
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
Unacceptable
Lengthy inefficient registration process with unacceptable wait time of over 10
minutes before receiving any service
0
Acceptable
Basic registration process with minor wait time (not more than 10 minutes per
guest)
2
Good
Basic registration process in place, with prompt service (Not more than 8 minutes
per guest)
4
Very good
Basic registration process with no wait time (not more than 6 minutes per guest)
6
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
minutes per guest)
8
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

10

No. Ratings Criteria / Indicators Points Unacceptable Staff are poorly groomed and untidy. 0 Acceptable
No.
Ratings
Criteria / Indicators
Points
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
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
Excellent
Staff take an interest in the guests preferences, refreshments or similar may be
offered on arrival.
8
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.
No. Ratings Criteria / Indicators Points Acceptable Basic check-out process with minor wait time (not
No.
Ratings
Criteria / Indicators
Points
Acceptable
Basic check-out process with minor wait time (not more than 10 minutes per
guest)
1
Good
Basic check-out process in place, with prompt service (not more than 8 minutes
per guest)
2
Very good
Express check-out option or account pre prepared and available for review before
check out (not more than 6 minutes per guest)
3
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
2
credit cards.
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

12

No. Ratings Criteria / Indicators Points Excellent Excellent standard of coordinated décor throughout all public
No.
Ratings
Criteria / Indicators
Points
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
Unacceptable
Very old, faded, damaged wall coverings, peeling, grubby marks, evidence of
neglect
0
Acceptable
Amateurish application of wallpaper/paint, tired look, damage is evident and several
minor repairs are needed.
2
Good
Some aging still evident, maintenance practices are noted and 1 or 2 minor repairs
are needed.
4
Very Good
Very good condition with a few scratches and marks evident
6
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
Good
May be older furniture or newer lower quality coordinated furniture, durable
materials are used.
4
Very Good
Very good quality furniture, high levels of comfort, easy and attractive seating
arrangements
6
Excellent
Excellent furniture quality, great degree of comfort, attractive and highly-coordinated
8

13

No. Ratings Criteria / Indicators Points Highest quality furniture in outstanding condition, or antique furniture
No.
Ratings
Criteria / Indicators
Points
Highest quality furniture in outstanding condition, or antique furniture of highest
Outstanding
10
quality
29
2.4
Public Areas - Furniture – Condition
Unacceptable
Scratched and badly damaged furniture, loose arms and legs, stained, dirty
upholstery or no furniture used
0
Acceptable
Occasional marks, in need of minor repair, acceptable condition
2
Good
Good level of condition throughout most of the public areas. Some public spaces
may not display a range of furniture.
4
Very Good
Very good condition of furniture, with only some minor signs of wear and tear
throughout the public areas
6
Excellent
Excellent furniture condition throughout the hotel
8
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

14

No. Ratings Criteria / Indicators Points 31 2.6 Public Washroom - Condition and Cleanliness Unacceptable
No.
Ratings
Criteria / Indicators
Points
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
Very good condition, few signs of wear and tear, regular servicing even during busy
periods
3
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
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
Very Good
Thermostatically controlled system that maintains a very good level of comfort in
most areas
6

15

No. Ratings Criteria / Indicators Points Excellent Excellent levels of comfort throughout property. Consistent air
No.
Ratings
Criteria / Indicators
Points
Excellent
Excellent levels of comfort throughout property. Consistent air flow with no hot
areas or draughty places
8
Outstanding levels of comfort throughout. Thermostatically controlled in all public
Outstanding
10
areas
34
2.9
Public Areas - Temperature Control – Condition and Maintenance
Unacceptable
Unresponsive system, no maintenance plan or consistency of temperature is
achieved. Operating noise levels make conversations difficult.
0
Acceptable
Aging and dated air-conditioning units, operated at selected times
2
Good
A mixture of systems may be used; all units in good working order, although may
be older and used occasionally
4
Very Good
Units may be older but well maintained with very good maintenance
6
Excellent
Excellent levels of maintenance, would expect most units to be less than 5 years old
and of excellent condition
8
Outstanding
All units in excellent condition, no leaks, no rust, quiet operation in as new condition
10
35
2.10
Public Areas - Lighting – Quality
Unacceptable
Low quality lighting, bare bulbs with no shades, dim, gloomy effect, with some dark
spaces
0
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
Very good illumination options, reading lights throughout the public areas. Multiple
light switches
3
Excellent quality lighting. Lighting effects with use of picture lighting or special
Excellent
4
effects lighting, excellent quality fittings

16

No. Ratings Criteria / Indicators Points Highest quality of lighting. Designed for practical use and
No.
Ratings
Criteria / Indicators
Points
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
Good quality fittings, no burnt shades, any repair work to fittings is professionally
done.
2
Very Good
Very good condition of fittings, no repair work required
3
Excellent
Excellent quality fittings throughout all public areas. Designer lamps used where
appropriate
4
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
Unacceptable
Very heavy dust on surfaces, carpets badly vacuumed, cobwebs evident, litter lying
around, dead insects, dirty glasses, cups on tables, dirty bathrooms
0
Clean but not in high or low areas, smears on surfaces, no evidence of regular
Acceptable
2
wiping/dusting. Any toilets are cleaned daily.

17

No. Ratings Criteria / Indicators Points Good Efficient vacuuming, generally good, evidence of high and
No.
Ratings
Criteria / Indicators
Points
Good
Efficient vacuuming, generally good, evidence of high and low dusting, bathrooms
are in good tidy condition.
4
Very Good
One or two small areas missed but overall very satisfactory cleaning process,
everything is tidy. Bathrooms are cleaned regularly throughout the day as required.
6
Excellent
Tables, surfaces well-polished, no smears, excellent standard of cleanliness.
Bathrooms are in excellent condition.
8
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
Minimum 1
Size including bathroom ≥ 16 sq. m
4
M
Minimum 2
Size including bathroom ≥ 18 sq. m
8
M
Minimum 3
Size including bathroom ≥ 20 sq. m
12
M
Minimum 4
Size including bathroom ≥ 25 sq. m
16
M
Minimum 5
Size including bathroom ≥ 30 sq. m
20
M
3.2
Suites – Availability
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(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

18

No. Ratings Criteria / Indicators Points 43 3.3 Rooms for Persons with Disabilities (PWD) -
No.
Ratings
Criteria / Indicators
Points
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
Unacceptable
Floor space has obstacles that can cause injury to guests, furniture too large or too
small, may be less than 2.4 metres.
0
Acceptable
Doors and drawers can be opened freely without moving furniture, may still have
cluttered feel, impression is fair, ceiling height is at least 2.4 meters.
2
Good
Good amount of space to move freely carrying a suitcase, there may be some
restrictions and a chair may serve dual purposes.
4
Very Good
Bedrooms are well planned for ease of movement, no major obstacles to move
around, easy access to all facilities.
6
Excellent
Generous space to allow comfortable relaxation and comfortable in room dining,
ease of access with a suitcase to all wardrobes and cupboards
8
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
Acceptable
Any adjoining room has one door and is not sound proofed and curtains are thin
and provide very limited sound proofing.
2
Good
Good level of sound proofing, lined curtains are in place and building design assists
sound proofing.
4
Very Good
Very good sound proofing materials are used; Heavy curtains and floor coverings
reduce noise.
6
Excellent level of sound proofing, including double glazing and other methods to
Excellent
8
reduce external noises

19

No. Ratings Criteria / Indicators Points Outstanding Outstanding sound proofing design to ensure quiet enjoyment
No.
Ratings
Criteria / Indicators
Points
Outstanding
Outstanding sound proofing design to ensure quiet enjoyment of space
10
46
3.6
Bedroom – Noise Levels
Unacceptable
Significant external noise and noise from other rooms that makes sleeping or
peaceful enjoyment difficult
0
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
position on the bed.
6
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
Unacceptable
Sofa beds are not acceptable as permanent bed spaces, mattresses less than 4
inches.
0
Acceptable
Foam mattress, chip board base or similar, shallow innerspring or mattress greater
than 4 inches
2
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
Excellent
Coil spring or equivalent, separate mattress top, mattress protectors (bed pad) and
pillow protectors / slips
8

20

No. Ratings Criteria / Indicators Points Latex or pocket spring, deep comfort, separate mattress top;
No.
Ratings
Criteria / Indicators
Points
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
Unacceptable
Ripped or badly stained mattress, springs coming through, uncomfortable and
lumpy
0
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
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
Very Good
Medium weave cotton, in very good condition, should have minimum 250 thread
count.
6
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.

21

No. Ratings Criteria / Indicators Points 50 3.10 Bedroom - Bedding & Linen - Condition
No.
Ratings
Criteria / Indicators
Points
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
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

22

No. Ratings Criteria / Indicators Points Unacceptable Cracked light switches, lights without shades or lamps
No.
Ratings
Criteria / Indicators
Points
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
Very Good
Room has very good lighting, multiple switches and very good quality fittings, two
bedside lamps.
6
Excellent
Designer lamps and excellent levels of lighting to create different moods, directional
bedside lamps
8
Outstanding
Architectural design of lighting is evident. The best available.
10
53
3.13
Bedroom - Lighting – Condition
Unacceptable
Lights not working, bulbs need replacing
0
Acceptable
Acceptable condition of lamps, some bulbs not working
2
Good
No burnt shades, aging lamps but effective. Minor maintenance work around fittings
into the wall may be required
4
Very Good
Very good condition of fittings, coordinated approach to lighting. No repair work
needed around fittings
6
Excellent
Fittings throughout bedroom in as new condition, with a few minor marks evident
after close inspection
8
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
No. Ratings Criteria / Indicators Points Environmental Energy-saving light bulbs in over 75% of bedroom
No.
Ratings
Criteria / Indicators
Points
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

24

No. Ratings Criteria / Indicators Points 57 3.17 Bedroom - Floor Coverings - Quality Unacceptable
No.
Ratings
Criteria / Indicators
Points
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
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
Good
Floor coverings, in good condition, amateurish application for any areas that are
fixed.
4
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

25

No. Ratings Criteria / Indicators Points Unacceptable Ineffective cooling system 0 Acceptable Window –based
No.
Ratings
Criteria / Indicators
Points
Unacceptable
Ineffective cooling system
0
Acceptable
Window –based cooling system; fan available for additional cooling, acceptable air
circulation
2
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
unit or system in place
60
3.20
Bedroom - Temperature Control - Condition & Maintenance
Unacceptable
Broken windows, cracked glass, draughty, fan air conditioning not working
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
Noise levels are acceptable for guest comfort (70db), split-unit with working remote
control.
6
Excellent
Quiet operation with remote control (60db and lower)
8
No intrusive noise from unit, very quiet operation with remote control (50db and
Outstanding
10
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

26

No. Ratings Criteria / Indicators Points Acceptable One chair, one bedside table, aged materials, MDF
No.
Ratings
Criteria / Indicators
Points
Acceptable
One chair, one bedside table, aged materials, MDF (Medium Density Fiberboard)
materials, no coordination, repairs evident
2
Good
Two bedside tables, some attempt at coordination. Good quality furniture, timber
veneers, glass tops may be used
4
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
available furniture is used.
62
3.22
Bedroom - Furniture – Condition
Unacceptable
Cracked, broken furniture, poorly repaired
0
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

27

No. Ratings Criteria / Indicators Points 65 Door chain or security device such as peep
No.
Ratings
Criteria / Indicators
Points
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
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

28

No. Ratings Criteria / Indicators Points 70 Drawers or enclosed shelf space 1 71 Defined
No.
Ratings
Criteria / Indicators
Points
70
Drawers or enclosed shelf space
1
71
Defined luggage rack – permanent
3
Portable luggage rack
1
72
Safety deposit box in room, large enough for 13” laptop, functional and securely
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
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
Minimum 3-5
In room compendium with extended information including mini bar price lists and
restaurant menu
2
m
m
m
In room compendium with extensive regional information on what to see and do for
Minimum 4-5
3
m
m
tourists
No. Ratings Criteria / Indicators Points 79 Refrigerator, clean and in working condition 2 Refrigerator
No.
Ratings
Criteria / Indicators
Points
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
TV flat screen 40 inch or larger with functional remote control
5
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

30

No. Ratings Criteria / Indicators Points 88 Laundry bag in room and service available 1
No.
Ratings
Criteria / Indicators
Points
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
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

31

No.

Ratings

Criteria / Indicators

Points

31 No. Ratings Criteria / Indicators Points Dimension 4: BATHROOM 4.1 Bathroom – Minimum Requirements Baths
31 No. Ratings Criteria / Indicators Points Dimension 4: BATHROOM 4.1 Bathroom – Minimum Requirements Baths
31 No. Ratings Criteria / Indicators Points Dimension 4: BATHROOM 4.1 Bathroom – Minimum Requirements Baths
31 No. Ratings Criteria / Indicators Points Dimension 4: BATHROOM 4.1 Bathroom – Minimum Requirements Baths
31 No. Ratings Criteria / Indicators Points Dimension 4: BATHROOM 4.1 Bathroom – Minimum Requirements Baths
31 No. Ratings Criteria / Indicators Points Dimension 4: BATHROOM 4.1 Bathroom – Minimum Requirements Baths

Dimension 4:

BATHROOM

4.1 Bathroom – Minimum Requirements Baths and/or showers with functioning hot and cold water. Hot
4.1
Bathroom – Minimum Requirements
Baths and/or showers with functioning hot and cold water. Hot water reaches 38
94
Minimum 1-5
0
M
M
M
M
M
degrees in 20 seconds.
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
Good
Good quality fixtures, good quality curtain, shared shower/bath
4
Very Good
Standard tiled walls, framed shower screen or designer curtain, mixers provide
constant water flow at even temperature.
6
Excellent
Tiled, framed shower screen or designer curtain with high quality porcelain bath,
matching and coordinated style, highly responsive water pressure and temperature
8
Frameless shower screen, designer shower enclosure, highest quality bath if
Outstanding
10
provided, luxurious quality finishings
97
4.3
Bathroom – Shower/Bath – Condition / Maintenance
Unacceptable
Bath or shower enamel cracked, holes visible, shower head broken, spray uneven
and poorly distributed
0
Acceptable
Aging fixtures, rough amateurish grouting/sealant, bath floor may be lumpy and
uneven. Tiles may still be chipped.
2
No evidence of moulds, good overall condition, minor chips or repairs may still be
Good
4
needed; bath floor is even and well maintained.

32

No. Ratings Criteria / Indicators Points Very Good Very good condition, any repairs were done
No.
Ratings
Criteria / Indicators
Points
Very Good
Very good condition, any repairs were done professionally and do not require
further attention.
6
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
Good quality fixtures, standard design, limited bench space to place personal
toiletry
4
Very Good
Very good, high quality basin, superior design, ample bench room for all personal
toiletries
6
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
Acceptable
Older condition, but clean and usable
2
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

33

No. Ratings Criteria / Indicators Points Outstanding Outstanding condition, as new condition 10 100 4.6
No.
Ratings
Criteria / Indicators
Points
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
Outstanding
Solid construction with designer features evident
10
101
4.7
Bathroom – Toilet – Condition / Maintenance
Unacceptable
Leaks from flushing evident on floor, stained seat, flush mechanism does not work
properly.
0
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
Outstanding
As new condition
10

34

No. Ratings Criteria / Indicators Points 102 4.8 Bathroom – Decoration - Quality Unacceptable Poor
No.
Ratings
Criteria / Indicators
Points
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
quality.
103
4.9
Bathroom – Decoration - Condition / Maintenance
Unacceptable
Paintwork chipped, flaking, dirty condition, mould on walls and ceiling
0
Acceptable
Acceptable condition, clean but with dated materials, may still be with some
evidence of mould issues
2
Good
Good condition, evidence of repair work
4
Very Good
Very good condition, any repair work has been professionally completed and no
maintenance is required.
6
Excellent
Well maintained, in excellent condition
8
Outstanding
Decoration in as new condition
10
104
4.10
Bathroom- Towels – Quality and Cleanliness

35

No. Ratings Criteria / Indicators Points Unacceptable Towels are thin, ripped and in poor condition,
No.
Ratings
Criteria / Indicators
Points
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
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
Excellent bathroom space, ability for two people to easily move around the
bathroom
8
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

36

No. Ratings Criteria / Indicators Points Acceptable Surfaces in acceptable condition 4 Good Efficient cleaning;
No.
Ratings
Criteria / Indicators
Points
Acceptable
Surfaces in acceptable condition
4
Good
Efficient cleaning; surfaces show cleaning practices
8
Very Good
Very satisfactory cleaning process, fresh smell
12
Excellent
No evidence of dust or smears, enamel gleaming, no sign of mould or mildew;
sealed toilet seat
16
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
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

37

No. Ratings Criteria / Indicators Points 110 Functional hairdryer 2 111 Magnifying mirror 2 112
No.
Ratings
Criteria / Indicators
Points
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
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

38

No. Ratings Criteria / Indicators Points 123 5.2 Food and Beverage – Options available Unacceptable
No.
Ratings
Criteria / Indicators
Points
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
Good
Limited choice of basic dishes / buffet; up to 10% all food dishes and/or drinks on
the menu are available.
8
Very Good
A-la-carte menu, fresh fruits & vegetables, selection of wines/beers, only 5% of
menu items not available
12
Excellent
Exceptional a-la-carte menu, availability of all food dishes and drinks/wines on the
menu
16
A-la-carte menu of outstanding variety of special cuisine (fine dining, fresh juices,
Outstanding
20
extensive wine list)
124
5.3
Food and Beverage – Service Quality
Unacceptable
No welcoming greeting, limited table clearing, stains on tables/chairs, lack of
attention, wait time greater than 30 minutes
0
Acceptable
Friendly, but not necessarily professional service, basic knowledge of
foods/beverages on the menu
4
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
No. Ratings Criteria / Indicators Points Unacceptable Tables and chairs are insufficient for the number
No.
Ratings
Criteria / Indicators
Points
Unacceptable
Tables and chairs are insufficient for the number of guests, uncomfortable seating
0
Acceptable
Tables and chairs are mismatched but functional, vinyl seating with minimal
comfort, plastic chairs
2
Good
Good quality, tables and chairs, brushed metal, glass, laminate materials, limited
design and coordination
4
Very Good
Very good quality, solid timbers or contemporary cane, coordinated design
6
Excellent
Excellent quality, high grade fabrics, coordinated design, linen table cloths,
ergonomic design
8
Outstanding
Luxurious feel, highest quality table and chairs, linen clothes and napkins
10
126
5.5
Restaurant - Decoration & Furniture – Condition
39
Unacceptable
Very old, faded, wobbly stand, damaged, peeling, grubby marks, evidence of
neglect, damaged, marked, scratched
0
Acceptable
Amateurish application of wallpaper/paint, furniture in average condition with signs
of wear and tear, solid stand of tables and chairs
2
Good
Good condition, some repair work evident
4
Very Good
Very good condition, professional decoration, only minor marks showing on tables
and chairs
6
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

40

No. Ratings Criteria / Indicators Points Acceptable Basic crockery and cutlery, fork and spoon only,
No.
Ratings
Criteria / Indicators
Points
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
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

41

No. Ratings Criteria / Indicators Points Good A certain amount of noise and activity, comfortable
No.
Ratings
Criteria / Indicators
Points
Good
A certain amount of noise and activity, comfortable temperatures, tables too close
for private conversation
8
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
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
Acceptable
Clean, tidy, cold storage procedures are acceptable; basic hygiene standards are
followed.
4
Good
Well maintained appliances and clean cooking utensils
8
Very Good
Very good standard of kitchen. Very hygienic, frequent cleaning is evident.
12

42

No. Ratings Criteria / Indicators Points Excellent Excellent level of cleanliness, attention to detail in
No.
Ratings
Criteria / Indicators
Points
Excellent
Excellent level of cleanliness, attention to detail in all aspects of cleaning and
hygiene
16
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
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
Spa with 3 or more treatment options
138
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

43

No. Ratings Criteria / Indicators Points 140 Sports equipment available for hire as appropriate to
No.
Ratings
Criteria / Indicators
Points
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
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 (50-100 people)
12
Conference facilities / function rooms to cater for groups (100-250 people)
16
Conference facilities / function rooms to cater for groups (>250 people)
20
Conference equipment – projector and screen (sufficient for size of conference
149
4
room)
Conference equipment – whiteboard / flipchart (sufficient for size of conference
150
4
room)

44

No. Ratings Criteria / Indicators Points Conference equipment – microphones and sound system (sufficient for
No.
Ratings
Criteria / Indicators
Points
Conference equipment – microphones and sound system (sufficient for size of
151
4
conference room)
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
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
5
and man-made threats
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
5
and cockroaches
Risk assessment audit conducted in the last 5 years that reviews security threats to
160
5
the property
Environmental management system in place to reduce waste with waste reduction
161
Environmental
5
targets
162
Environmental
Environmental systems in place to reduce water with water reduction targets
5

45

No. Ratings Criteria / Indicators Points 163 Environmental Environmental systems in place to reduce energy
No.
Ratings
Criteria / Indicators
Points
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
5
within the region).
Procurement process ensures local purchasing across all supply areas (minimum
166
Social
5
30% from within the region).
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
5
within 24 hours)
169
Refund policy (if complaints cannot be resolved to guest satisfaction, discounts or
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
0
M
M
M
M
M
(Revised Fire Code, Environmental Code, Air Pollution, Accessibility Law, etc.)
7.2
Barrier-free Facilities for Persons with Disabilities (PWD)
(Accessible Tourism) For PWD Rooms, 5% of all rooms shall be designated for
172
5
PWD, but not less than 2 rooms.
173
Reception areas shall provide low and recessed or split-level counters that can both
accommodate standing persons and those seated on wheelchairs.
2
174
All interior doors shall have at least a width of 35 inches to accommodate big and
motorized wheelchairs.
2
No. Ratings Criteria / Indicators Points PWD Bed rooms shall have shall have the following:
No.
Ratings
Criteria / Indicators
Points
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
when users pull or elevate themselves to a standing position.
4
46
 Grab bars should be placed on both sides at 28-30in from the floor for the
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
familiar signs for those not educated in Braille.
5
 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.
NATIONAL TOURISM STANDARDS ACCOMMODATION SECTOR RESORT
NATIONAL TOURISM STANDARDS

NATIONAL TOURISM STANDARDS

ACCOMMODATION SECTOR

RESORT

47

Rule IV. ACCREDITATION STANDARDS FOR RESORTS

No. Ratings Criteria / Indicators Points Dimension 1: ARRIVAL / DEPARTURE 1.1 Building – Appearance
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
Resort name clearly visible from the street and during night time
0
M
M
M
M
M
3
1.2
Building - Design and Construction Quality
Unacceptable
Built design and construction quality is from materials that are not durable and/or
unsafe for guest use.
0
Acceptable
Basic structure with adequate materials that will provide a simple and safe
accommodation environment
2
Good
A functional building with good quality materials and efficient layout
4
Very Good
Strong external appeal, consistent design with any alterations linking to the original
building
6
Excellent
Excellent impression and overall appeal, inviting appearance, architectural features
are evident and excellent quality building materials have been used throughout
8
Outstanding
Luxurious and unique exterior, outstanding visual appeal, highest quality materials
used in construction
10
4
1.3
Building - Condition (wear and tear)
Unacceptable
Neglected appearance, obvious structural repairs needed, poor outside materials,
flaking paint, rotting wood, rust evident
0
Acceptable
Minor maintenance may be required, natural weathering is evident.
2
No. Ratings Criteria / Indicators Points Good Good appearance, weathering may still exist, but in
No.
Ratings
Criteria / Indicators
Points
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
5
Minimum 1-5
Driveway is in a sound condition and free from significant potholes with no obvious
obstructions.
0
M
M
M
M
M
6
Minimum 1-5
Driveway entrance is clearly marked and is visible at night time.
0
M
M
M
M
M
48
7
Minimum 1-5
Clearly designated parking / docking area (if applicable), that meets the relevant
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
Acceptable
Guests are provided with property address and expected to get local taxis or busses
to property.
1
Good
Good transfer services are available, although not clearly signed.
2
Very Good
Transfer services are reliable and signed at airport, ground transport is in very good
condition.
3
Excellent
Transfer services are branded to the property and in excellent condition.
4
No. Ratings Criteria / Indicators Points Outstanding Transfer services are branded to the property and
No.
Ratings
Criteria / Indicators
Points
Outstanding
Transfer services are branded to the property and provide a commensurate level of
luxury.
5
1.6
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
1.7
Reception – Service Hours
49
Minimum 1-2
Reception service available 16 hours
0
M
M
Minimum 3-5
Reception service available 24 hours
5
m
m
m
15
1.8
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
No. Ratings Criteria / Indicators Points Outstanding Luxurious check in facility, private check in facility
No.
Ratings
Criteria / Indicators
Points
Outstanding
Luxurious check in facility, private check in facility is available and used as
appropriate.
5
16
1.9
Reception - Seating Area
Unacceptable
No seating available or seating options in poor condition with lack of privacy
0
Acceptable
No seating area available but limited privacy means it is difficult to have private
conversations.
1
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
Outstanding seating options are available for different sized groups to enable
comfort whilst waiting near reception.
5
17
1.10
Check-in Process
Unacceptable
Lengthy inefficient registration process with unacceptable wait time of over 10
minutes before receiving any service
0
Acceptable
Basic registration process with minor wait time (not more than 10 minutes per
guest)
2
Good
Basic registration process in place, with prompt service (not more than 8 minutes
per guest)
4
Very good
Basic registration process with no wait time (not more than 6 minutes per guest)
6
Excellent
Pre-registration information already completed as part of the booking process for
the guest who may only need to review and confirm details (not more than 4
minutes per guest)
8
Outstanding
Pre registration information part completed and no wait time for registration process
10
No. Ratings Criteria / Indicators Points 18 1.11 Luggage Services Minimum 1-5 Left luggage services
No.
Ratings
Criteria / Indicators
Points
18
1.11
Luggage Services
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
size of resort
5
19
1.12
Porter Services
Minimum 3-5
Porter services are available
5
m
m
m
20
1.13
Reception Staff - Appearance
Unacceptable
Staff are poorly groomed and untidy.
0
51
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
1.14
Reception – Service Quality
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

52

No. Ratings Criteria / Indicators Points Good Staff are polite and responsive. 4 Very good
No.
Ratings
Criteria / Indicators
Points
Good
Staff are polite and responsive.
4
Very good
Staff are welcoming and provide a sense of arrival.
6
Excellent
Staff take an interest in the guests preferences, refreshments or similar may be
offered on arrival.
8
Outstanding
Staff are very responsive, attentive, and efficient while taking a personal interest
about every requirement of the guest.
10
22
1.14
Reception Services – Check-out
Unacceptable
Lengthy inefficient check-out process with unacceptable wait time of over 10
minutes before receiving any service
0
Acceptable
Basic check-out process with minor wait time (not more than 10 minutes per
guest)
1
Good
Basic check-out process in place, with prompt service (not more than 8 minutes
per guest)
2
Very good
Express check-out option or account pre prepared and available for review before
check out (not more than 6 minutes per guest)
3
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
1.16 Other Arrival / Departure Aspects
23
Guests must be provided with Official Receipt on departure.
0
M
M
M
M
M
Account reviewed and then presented in an envelope
1
24
Offer to arrange forward transport
1
25
A wide range of payment options are available including at least 3 different types of
credit cards.
2

53

No. Ratings Criteria / Indicators Points Dimension 2: PUBLIC AREAS 26 2.1 Public Areas -
No.
Ratings
Criteria / Indicators
Points
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
Unacceptable
Very old, faded, damaged wall coverings, peeling, grubby marks, evidence of
neglect
0
Acceptable
Amateurish application of wallpaper/paint, tired look, damage is evident and several
minor repairs are needed.
2
Good
Some aging still evident, maintenance practices are noted and 1 or 2 minor repairs
are needed.
4
Very Good
Very good condition with a few scratches and marks evident
6
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
No. Ratings Criteria / Indicators Points Unacceptable Uncomfortable furniture that is made of poor materials,
No.
Ratings
Criteria / Indicators
Points
Unacceptable
Uncomfortable furniture that is made of poor materials, or no furniture used
0
Acceptable
Mismatched furniture that is not particularly comfortable
1
Good
May be older furniture or newer lower quality coordinated furniture, durable
materials are used.
2
Very Good
Very good quality furniture, high levels of comfort, easy and attractive seating
arrangements
3
Excellent
Excellent furniture quality, great degree of comfort, attractive and highly-coordinated
4
Outstanding
Highest quality furniture in outstanding condition; or antique furniture of highest
quality
5
29
2.4
Public Areas - Furniture – Condition
54
Unacceptable
Scratched and badly damaged furniture, loose arms and legs, stained, dirty
upholstery or no furniture used
0
Acceptable
Occasional marks, in need of minor repair, acceptable condition
1
Good
Good level of condition throughout most of the public areas. Some public spaces
may not display a range of furniture.
2
Very Good
Very good condition of furniture, with only some minor signs of wear and tear
throughout the public areas
3
Excellent
Excellent furniture condition throughout the resort
4
Outstanding
Furniture in outstanding as new condition, conveniently located throughout the
resort
5
30
2.5
Public Washroom - Quality
Unacceptable
Poor quality throughout, aged basin and bowl, not fit for purpose
0
No. Ratings Criteria / Indicators Points Acceptable Aging fixtures, rough finish no additional space 1
No.
Ratings
Criteria / Indicators
Points
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
55
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
Very good condition, few signs of wear and tear, regular servicing even during busy
periods
3
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
32
2.7
Public Areas - Room Climate
Minimum 1-5
All public areas are ventilated or have temperature control initiatives and maintain a
temperature between 20-30 degrees year round; except in areas where elevation is
2000 ft. above sea level.
5
M
M
M
M
M
33
2.8
Public Areas - Lighting – Quality
No. Ratings Criteria / Indicators Points Unacceptable Low quality lighting, bare bulbs with no shades,
No.
Ratings
Criteria / Indicators
Points
Unacceptable
Low quality lighting, bare bulbs with no shades, dim, gloomy effect, with some dark
spaces
0
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
Very good illumination options, reading lights throughout the public areas. Multiple
light switches
3
Excellent
Excellent quality lighting. Lighting effects with use of picture lighting or special
effects lighting, excellent quality fittings
4
Outstanding
Highest quality of lighting. Designed for practical use and also effect, showing off
corridor and features in public areas, e.g. mood lighting and dimming system
5
34
2.9
Public Areas - Lighting - Condition
56
Unacceptable
Poor condition, exposed wires, wobbly fittings, loose plugs
0
Acceptable
Acceptable condition of lamps, aging is evident.
1
Good
Good quality fittings, no burnt shades, any repair work to fittings is professionally
done.
2
Very Good
Very good condition of fittings, no repair work required
3
Excellent
Excellent quality fittings throughout all public areas. Designer lamps used where
appropriate
4
Outstanding
Highest quality of light fittings used in as new condition
5
2.10
Public Areas - Lighting – Environmental Protection
35
Environmental
Sensor lighting in use that does not compromise guest safety
2

57

No. Ratings Criteria / Indicators Points 36 Environmental Good use of natural lighting 3 37
No.
Ratings
Criteria / Indicators
Points
36
Environmental
Good use of natural lighting
3
37
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
38
2.11
Public Areas - Cleanliness
Unacceptable
Very heavy dust on surfaces, carpets badly vacuumed, cobwebs evident, litter lying
around, dead insects, dirty glasses, cups on tables, dirty bathrooms
0
Acceptable
Clean but not in high or low areas, smears on surfaces, no evidence of regular
wiping/dusting. Any toilets are cleaned daily.
2
Good
Efficient vacuuming, generally good, evidence of high and low dusting, bathrooms
are in good tidy condition.
4
Very Good
One or two small areas missed but overall very satisfactory cleaning process,
everything is tidy. Bathrooms are cleaned regularly throughout the day as required.
6
Excellent
Tables, surfaces well-polished, no smears, excellent standard of cleanliness.
Bathrooms are in excellent condition.
8
Outstanding
As new look and feel, very clean and shining surfaces, excellent attention to detail,
bathrooms are always in outstanding condition throughout the day.
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
Very Good
Grounds are in very good condition, and where appropriate seasonal plantings are
evident. Grounds are well laid out and provide a sense of space and relaxation
6

58

No. Ratings Criteria / Indicators Points Excellent Grounds are in excellent condition, evidence of maintenance
No.
Ratings
Criteria / Indicators
Points
Excellent
Grounds are in excellent condition, evidence of maintenance in the last 2 days;
attention to detail shows walkways are well maintained.
8
Outstanding
Grounds are in pristine condition with detailed landscaping and design features.
Evidence of daily maintenance and care.
10
40
2.13
Garden Furniture - Quality
Unacceptable
Lack of garden furniture, or of very poor quality (cheap plastic) and in awkward
places
0
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
Very good quality furniture used throughout the garden, e.g. woven furniture with
comfortable cushions or mattresses
3
Excellent
Excellent quality furniture that suits surroundings and fits with overall theme
4
Outstanding
Designer quality furniture, outstanding variety and comfort, creating unique spaces
for relaxation
5
41
2.14
Garden Furniture - Condition
Unacceptable
Broken garden furniture or in otherwise poor condition
0
Acceptable
Functional furniture in acceptable condition; some furniture may be old, wobbly,
stained or discoloured
1
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
No. Ratings Criteria / Indicators Points Outstanding Garden furniture in outstanding as new condition 5
No.
Ratings
Criteria / Indicators
Points
Outstanding
Garden furniture in outstanding as new condition
5
42
2.15
Garden Plants and Watering
Environmental
No thought given to the operational watering requirements of plants and water,
recycling is not part of the operational planning.
0
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
No. Ratings Criteria / Indicators Points Dimension 3: BEDROOM 44 3.1 Room Size Minimum 1
No.
Ratings
Criteria / Indicators
Points
Dimension 3:
BEDROOM
44
3.1
Room Size
Minimum 1
Size including bathroom ≥ 16 sq. m
4
M
Minimum 2
Size including bathroom ≥ 18 sq. m
8
m
Minimum 3
Size including bathroom ≥ 20 sq. m
12
m
Minimum 4
Size including bathroom ≥ 25 sq. m
16
m
Minimum 5
Size including bathroom ≥ 30 sq. m
20
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
46
3.3
Rooms for Persons with Disabilities (PWD) - Availability
Minimum 1-5
One PWD room for every 50 up to 150 rooms, and 1 for every 100 rooms thereof,
for less than 50 rooms at least one PWD room.
0
M
M
M
M
M
47
3.4
Bedroom - Space & Comfort
Unacceptable
Floor space has obstacles that can cause injury to guests, furniture too large or too
small, may be less than 2.4 metres
0
Acceptable
Doors and drawers can be opened freely without moving furniture, may still have
cluttered feel, impression is fair, ceiling height is at least 2.4 meters.
2

61

No. Ratings Criteria / Indicators Points Good Good amount of space to move freely carrying
No.
Ratings
Criteria / Indicators
Points
Good
Good amount of space to move freely carrying a suitcase, there may be some
restrictions and a chair may serve dual purposes.
4
Very Good
Bedrooms are well planned for ease of movement, no major obstacles to move
around, easy access to all facilities
6
Excellent
Generous space to allow comfortable relaxation and comfortable in room dining,
ease of access with a suitcase to all wardrobes and cupboards
8
Outstanding
Luxurious space designed for relaxation and efficiency of movement. Ample free
space with furniture in suitable and convenient places
10
48
3.5
Bedroom – Sound Proofing
Unacceptable
No attempt to provide any sound proofing
0
Acceptable
Any adjoining room has one door and is not sound proofed and curtains are thin
and provide very limited sound proofing.
2
Good
Good level of sound proofing, lined curtains are in place and building design assists
sound proofing.
4
Very Good
Very good sound proofing materials are used; heavy curtains and floor coverings
reduce noise.
6
Excellent
Excellent level of sound proofing, including double glazing and other methods to
reduce external noises
8
Outstanding
Outstanding sound proofing design to ensure quiet enjoyment of space
10
49
3.6
Bedroom – Noise Levels
Unacceptable
Significant external noise and noise from other rooms that makes sleeping or
peaceful enjoyment difficult
0
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. Ratings Criteria / Indicators Points Very Good No intrusive noises from other rooms, occasional
No.
Ratings
Criteria / Indicators
Points
Very Good
No intrusive noises from other rooms, occasional loud noises are still audible from
time to time. Noise should not be more than 70 decibels as measured by the pillow
position on the bed.
6
Excellent
Noise should not be more than 60 decibels.
8
Outstanding
Noise should not be more than 50 decibels.
10
50
3.7
Bedroom – Bed Mattress - Quality
Unacceptable
Sofa beds are not acceptable as permanent bed spaces, mattresses less than 4
inches
0
Acceptable
Foam mattress, chip board base or similar, shallow innerspring or mattress greater
than 4 inches
2
62
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
Excellent
Coil spring or equivalent, separate mattress top, Mattress protectors (bed pad) and
pillow protectors / slips
8
Outstanding
Latex or pocket spring, deep comfort, separate mattress top; Mattress protectors
(bed pad) and pillow protectors / slips
10
51
3.8
Bedroom – Bed Mattress - Condition
Unacceptable
Ripped or badly stained mattress, springs coming through, uncomfortable and
lumpy
0
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

63

No. Ratings Criteria / Indicators Points Excellent Excellent condition, very little wear and tear 8
No.
Ratings
Criteria / Indicators
Points
Excellent
Excellent condition, very little wear and tear
8
Outstanding
Outstanding or as new condition
10
52
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
Very Good
Medium weave cotton, in very good condition, should have minimum 250 thread
count
6
Excellent
All linen excellent quality should have minimum 300 thread count.
8
Outstanding
All linen outstanding quality should have minimum 300 thread count or silk linen or
similar.
10
53
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
No. Ratings Criteria / Indicators Points Outstanding All linen in as new condition 10 54
No.
Ratings
Criteria / Indicators
Points
Outstanding
All linen in as new condition
10
54
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
64
Outstanding
A pillow menu is available with pillows in as new condition
10
55
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
Very Good
Room has very good lighting, multiple switches and very good quality fittings, two
bedside lamps
6
Excellent
Designer lamps and excellent levels of lighting to create different moods, directional
bedside lamps
8
Outstanding
Architectural design of lighting is evident. The best available.
10
No. Ratings Criteria / Indicators Points 56 3.13 Bedroom - Lighting - Condition Unacceptable Lights
No.
Ratings
Criteria / Indicators
Points
56
3.13
Bedroom - Lighting - Condition
Unacceptable
Lights not working, bulbs need replacing.
0
Acceptable
Acceptable condition of lamps, some bulbs not working
2
Good
No burnt shades, aging lamps but effective. Minor maintenance work around fittings
into the wall may be required.
4
Very Good
Very good condition of fittings, coordinated approach to lighting. No repair work
needed around fittings
6
Excellent
Fittings throughout bedroom in as new condition, with a few minor marks evident
after close inspection
8
Outstanding
Fittings throughout the bedroom in as new condition
10
65
57
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
58
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
No. Ratings Criteria / Indicators Points Excellent Thick quality curtains/shades, with total blackout 8 Outstanding
No.
Ratings
Criteria / Indicators
Points
Excellent
Thick quality curtains/shades, with total blackout
8
Outstanding
Outstanding quality, custom design, functional and decorative, may be motorised
10
59
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
66
Excellent
Excellent condition, fullness of materials
8
Outstanding
As new condition, luxurious, no wear and tear evident
10
60
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
No. Ratings Criteria / Indicators Points Outstanding Exceptional quality, custom design flooring, polished woods or
No.
Ratings
Criteria / Indicators
Points
Outstanding
Exceptional quality, custom design flooring, polished woods or luxurious plush
carpets with density of 42 oz
10
61
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
Good
Floor coverings, in good condition, amateurish application for any areas that are
fixed
4
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
67
Outstanding
Floor coverings in as new condition
10
62
3.19
Bedroom - Temperature Control - Quality
Unacceptable
Ineffective cooling system
0
Acceptable
Window-based cooling system; fan available for additional cooling, acceptable air
circulation
2
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
Outstanding
Room pre cooled for arrival or very fast cooling system available, Highest quality
unit or system in place
10

68

No. Ratings Criteria / Indicators Points 63 3.20 Bedroom - Temperature Control - Condition &
No.
Ratings
Criteria / Indicators
Points
63
3.20
Bedroom - Temperature Control - Condition & Maintenance
Unacceptable
Broken windows, cracked glass, draughty, fan air conditioning not working
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
Noise levels are acceptable for guest comfort (70db), split-unit with working remote
control.
6
Excellent
Quiet operation with remote control (60db and lower)
8
Outstanding
No intrusive noise from unit, very quiet operation with remote control (50db and
lower), in as new condition
10
64
3.21
Bedroom – Furniture - Quality
Unacceptable
No chair, no bedside table or made of material that is not suitable for this purpose
0
Acceptable
One chair, one bedside table, aged materials, medium density fiber board materials,
no coordination, repairs evident
2
Good
Two bedside tables, some attempt at coordination. Good quality furniture, timber
veneers, glass tops may be used.
4
Very Good
Very good quality furniture, good range, solid woods, polished edges
6
Excellent
Excellent quality and range. Custom designed
8
Outstanding
Designer furniture that helps create a refined ambience for the room, the best
available furniture is used.
10
65
3.22
Bedroom - Furniture – Condition
No. Ratings Criteria / Indicators Points Unacceptable Cracked, broken furniture, poorly repaired 0 Acceptable
No.
Ratings
Criteria / Indicators
Points
Unacceptable
Cracked, broken furniture, poorly repaired
0
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
69
66
Electronic key card locking system
5
67
Environmental
Key card power system
5
68
Door chain or security device such as peep hole to view visitors
2
69
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 31 in by 16 in
2
Small mirror – at least 24 in by 12 in
1
70
Additional second mirror
1

70

No. Ratings Criteria / Indicators Points 71 Coat hangers – 3 per person minimum –
No.
Ratings
Criteria / Indicators
Points
71
Coat hangers – 3 per person minimum – wire
1
Coat hangers – 3 per person minimum – plastic
2
Coat hangers – 3 per person minimum – wooden
3
72
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
73
Drawers or enclosed shelf space
1
74
Defined luggage rack – permanent
3
Portable luggage rack
1
75
Safety deposit box in room, large enough for 13” laptop, functional and securely
bolted
5
Small safety deposit box in room, functional and securely bolted
3
No. Ratings Criteria / Indicators Points Central safe at reception only 1 76 Daily newspaper
No.
Ratings
Criteria / Indicators
Points
Central safe at reception only
1
76
Daily newspaper delivered to room
1
77
Minimum 1-5
Drinking water and one glass per guest
0
M
M
M
M
M
78
Minimum 3-5
Tea/coffee facilities in room
2
m
m
m
79
Minimum 3-5
Telephone provided in each room with direct dial
2
m
m
m
80
Clock/radio/Wake up service
1
81
Minimum 2-5
In room compendium with basic information on emergency contacts
1
m
m
m
m
71
Minimum 3-5
In room compendium with extended information including mini bar price lists and
restaurant menu
2
m
m
m
Minimum 4-5
In room compendium with extensive regional information on what to see and do for
tourists
3
m
m
82
Refrigerator, clean and in working condition
2
Refrigerator with serviced mini bar
5
83
TV with small screen size (< 20 inches) without remote control
1
TV with small screen size (< 20 inches) with functional remote control
2
No. Ratings Criteria / Indicators Points TV with medium screen size (20-32 in) with functional
No.
Ratings
Criteria / Indicators
Points
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
TV flat screen 40 inch or larger with functional remote control
5
84
Multichannel options with Philippine travel channels
1
85
Multichannel options with at least 3 international news channels
1
86
DVD player / Home theatre / Pay Movie channels
1
87
On screen property information
1
72
88
On screen messaging and accounts
1
89
In room internet connections (WLAN or wired)
2
Free In room internet connections (WLAN or wired)
+3
90
Flashlight or illuminated light switches in room
1
91
Laundry bag in room and service available
1
Express laundry service available (24 hour return service)
2
92
Iron and board in room or available
2
Ironing service available
1
No. Ratings Criteria / Indicators Points 3.24 Bedroom - Cleanliness 93 Minimum 1-5 All rooms
No.
Ratings
Criteria / Indicators
Points
3.24
Bedroom - Cleanliness
93
Minimum 1-5
All rooms are cleaned daily and all beds are made daily.
0
M
M
M
M
M
94
Minimum 1-5
Waste bin provided and emptied daily
0
M
M
M
M
M
95
Mattresses are labelled and periodically turned.
2
96
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
73
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

74

No. Rating Criteria / Indicators Points Dimension 4: BATHROOM 4.1 Bathroom – Minimum Requirements 97
No.
Rating
Criteria / Indicators
Points
Dimension 4:
BATHROOM
4.1
Bathroom – Minimum Requirements
97
Minimum 1-5
Baths and/or showers with functioning hot and cold water. Hot water reaches 38
degrees in 20 seconds.
0
M
M
M
M
M
98
Minimum 1-5
Toilet system in working order
0
M
M
M
M
M
99
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 ware
2
Good
Good quality fixtures, good quality curtain, shared shower/bath
4
Very Good
Standard tiled walls, framed shower screen or designer curtain, mixers provide
constant water flow at even temperature.
6
Excellent
Tiled, framed shower screen or designer curtain with high quality porcelain bath,
matching and coordinated style, highly responsive water pressure and temperature
8
Outstanding
Frameless shower screen, designer shower enclosure, highest quality bath if
provided, luxurious quality finishings
10
100
4.3
Bathroom – Shower/Bath – Condition / Maintenance
Unacceptable
Bath or shower enamel cracked, holes visible, shower head broken, spray uneven
and poorly distributed
0
Acceptable
Aging fixtures, rough amateurish grouting/sealant, bath floor may be lumpy and
uneven. Tiles may still be chipped.
2
Good
No evidence of moulds, good overall condition, minor chips or repairs may be still
needed, bath floor is even and well maintained.
4
Very Good
Very good condition, any repairs were done professionally and do not require
further attention.
6

75

No. Ratings Criteria / Indicators Points Excellent Excellent condition throughout 8 Outstanding As new condition
No.
Ratings
Criteria / Indicators
Points
Excellent
Excellent condition throughout
8
Outstanding
As new condition
10
101
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
Good quality fixtures, standard design, limited bench space to place personal
toiletry
4
Very Good
Very good, high quality basin, superior design, ample bench room for all personal
toiletry
6
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
102
4.5
Bathroom - Basin – Condition / Maintenance
Unacceptable
Basin chipped or damaged, tap does not provide a consistent flow of water.
0
Acceptable
Older condition, but clean and usable
2
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
No. Ratings Criteria / Indicators Points Outstanding Outstanding condition, as new condition 10 103 4.6
No.
Ratings
Criteria / Indicators
Points
Outstanding
Outstanding condition, as new condition
10
103
4.6
Bathroom - Toilet - Quality
Unacceptable
Cheap plastic toilet seat and/or cover that doesn’t 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
76
Outstanding
Solid construction with designer features evident
10
104
4.7
Bathroom – Toilet – Condition / Maintenance
Unacceptable
Leaks from flushing evident on floor, stained seat, flush mechanism does not work
properly.
0
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
Outstanding
As new condition
10

77

No. Ratings Criteria / Indicators Points 105 4.8 Bathroom – Decoration - Quality Unacceptable Poor
No.
Ratings
Criteria / Indicators
Points
105
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
Outstanding
Highest quality decoration, grouting excellent condition, ceiling finish is of highest
quality.
10
106
4.9
Bathroom – Decoration - Condition / Maintenance
Unacceptable
Paintwork chipped, flaking, dirty condition, mould on walls and ceiling
0
Acceptable
Acceptable condition, clean but with dated materials, may still be some evidence of
mould issues
2
Good
Good condition, evidence of repair work
4
Very Good
Very good condition, any repair work has been professionally completed and no
maintenance is required.
6
Excellent
Well maintained, in excellent condition
8
Outstanding
Decoration in as new condition
10
107
4.10
Bathroom- Towels – Quality and Cleanliness
No. Ratings Criteria / Indicators Points Unacceptable Towels are thin, ripped and in poor condition,
No.
Ratings
Criteria / Indicators
Points
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 d towels of thick cotton, 90-100% cotton
8
Outstanding
Highest, plush range of towels in as new condition, 100% cotton
10
108
4.11
Bathroom – Space and Comfort
78
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
Excellent bathroom space, ability for two people to easily move around the
bathroom
8
Outstanding
Generous and outstanding space, the best available
10
109
4.12
Bathroom – Overall Cleanliness
Unacceptable
Heavy dust and/or smear on surfaces, long term grime on inaccessible places, old
soap, hairs in bathroom, waste bin not emptied
0
No. Ratings Criteria / Indicators Points Acceptable Surfaces in acceptable condition 4 Good Efficient cleaning;
No.
Ratings
Criteria / Indicators
Points
Acceptable
Surfaces in acceptable condition
4
Good
Efficient cleaning; surfaces show cleaning practices
8
Very Good
Very satisfactory cleaning process, fresh smell
12
Excellent
No evidence of dust or smears, enamel gleaming, no sign of mould or mildew.
sealed toilet seat
16
Outstanding
As new look and feel, very clean and shining surfaces, excellent attention to detail
20
4.13
Toiletries - Availability
110
Minimum 1-5
Toilet paper provided
0
M
M
M
M
M
79
111
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)
4
Outstanding
Highest quality toiletries with extensive range
5
4.14
Bathroom – Amenities - Availability
112
Bidet
4
No. Ratings Criteria / Indicators Points 113 Functional hairdryer 2 114 Magnifying mirror 2 115
No.
Ratings
Criteria / Indicators
Points
113
Functional hairdryer
2
114
Magnifying mirror
2
115
Weighing scales.
2
116
Bath robe / gown
1
117
Slippers
1
118
Shoe mitt / horns
1
4.15
Bathroom – Environmental Protection
80
119
Environmental
Dual flush toilet system or similar to conserve water
3
120
Environmental
Flow regulators on shower/taps to conserve water
3
121
Environmental
Bulk dispensers or biodegradable packaging used for soaps, shampoos
3
122
Environmental
Towel and linen policy promotes conservation and gives guest choice regarding
frequency of cleaning.
3

81

No. Rating Criteria / Indicators Points Dimension 5: Food and Beverage 5.1 Food and Beverage
No.
Rating
Criteria / Indicators
Points
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
Good
Limited choice of basic dishes / buffet, up to 10% all food dishes and/or drinks on
the menu are available.
8
Very Good
A-la-carte menu, fresh fruits & vegetables, selection of wines/beers, only 5% of
menu items not available
12
Excellent
Exceptional a-la-carte menu, availability of all food dishes and drinks/wines on the
menu
16
Outstanding
A-la-carte menu of outstanding variety of special cuisine (fine dining, fresh juices,
extensive wine list)
20
127
5.3
Food and Beverage – Service Quality
Unacceptable
No welcoming greeting, limited table clearing, stains on tables/chairs, lack of
attention, wait time greater than 30 minutes
0
Acceptable
Friendly, but not necessarily professional service, basic knowledge of
foods/beverages on the menu
4
Good
Attentive behaviour of waiting staff, quick table clearing service
8

82

No. Ratings Criteria / Indicators Points Very Good Very good and attentive service, service checks
No.
Ratings
Criteria / Indicators
Points
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
Acceptable
Tables and chairs are mismatched but functional, vinyl seating with minimal
comfort, plastic chairs.
2
Good
Good quality, tables and chairs, brushed metal, glass, laminate materials, limited
design and coordination
4
Very Good
Very good quality, solid timbers or contemporary cane, coordinated design
6
Excellent
Excellent quality, high grade fabrics, coordinated design, linen table cloths,
ergonomic design
8
Outstanding
Luxurious feel, highest quality table and chairs, linen clothes and napkins
10
129
5.5
Restaurant - Decoration & Furniture - Condition
Unacceptable
Very old, faded, wobbly stand, damaged, peeling, grubby marks, evidence of
neglect, damaged, marked, scratched
0
Acceptable
Amateurish application of wallpaper/paint, furniture in average condition with signs
of wear and tear, solid stand of tables and chairs
2
Good
Good condition, some repair work evident
4
Very Good
Very good condition, professional decoration, only minor marks showing on tables
and chairs
6
No. Ratings Criteria / Indicators Points Excellent Excellent condition, no scratches or chips 8 Outstanding
No.
Ratings
Criteria / Indicators
Points
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
Outstanding table settings, fine china or similar in use, silver cutlery or similar,
crystal glassware or similar outstanding quality
10
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
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
No. Ratings Criteria / Indicators Points Outstanding Outstanding in as new condition for all crockery
No.
Ratings
Criteria / Indicators
Points
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
Good
A certain amount of noise and activity, comfortable temperatures, tables too close
for private conversation
8
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
Very Good
Obvious design features designed to ensure efficiency. Very good standard of
appliances
6
Excellent
Excellent layout and professionally designed and staffed. Excellent work spaces
8

85

No. Ratings Criteria / Indicators Points Outstanding Outstanding kitchen environment. One of the best available.
No.
Ratings
Criteria / Indicators
Points
Outstanding
Outstanding kitchen environment. One of the best available. As new appliances
10
135
5.10
Kitchen - Cleanliness
Unacceptable
Dirty dishes and cooking utensils, poor food handling and food storage processes
0
Acceptable
Clean, tidy, cold storage procedures are acceptable, basic hygiene standards are
followed.
4
Good
Well maintained appliances and clean cooking utensils
8
Very Good
Very good standard of kitchen. Very hygienic, frequent cleaning is evident.
12
Excellent
Excellent level of cleanliness, attention to detail in all aspects of cleaning and
hygiene
16
Outstanding
Spotless kitchen environment. As new appliances in appearance and cleanliness
20
No. Rating Criteria / Indicators Points Dimension 6: AMENITIES and SERVICES 6.1 Amenities - Guest
No.
Rating
Criteria / Indicators
Points
Dimension 6:
AMENITIES and SERVICES
6.1
Amenities - Guest Services
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
6.2
Amenities – Wellness Services
139
Fitness centre on site with cardio machines and trained staff
3
86
Fitness centre has trained staff on duty with 5 or more cardio machines.
5
140
Massage services on site
3
Spa with 3 or more treatment options
141
3
Spa services must consist of massage, body treatments and water applications.
Spa Services include Traditional Filipino treatments.
2
142
Swimming pool with clean and well maintained facilities; size appropriate for resort
3
Swimming pool with lifeguard on duty
5
143
Sports and/or fitness equipment available for hire as appropriate to location
1
144
Jacuzzi
2
145
Sauna / Steam room
2
No. Ratings Criteria / Indicators Points 6.3 Amenities – General Services 146 Gift and souvenir
No.
Ratings
Criteria / Indicators
Points
6.3
Amenities – General Services
146
Gift and souvenir shop
5
147
Tour desk
5
148
Hairdressers / salons
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
153
Sight-seeing activities, land-based tours,, excursions to natural / cultural attractions
(museums, monuments), boat trips, island hopping, etc
5
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
No. Rating Criteria / Indicators Points Dimension 7: BUSINESS PRACTICES 7.1 Business Processes 159 Minimum
No.
Rating
Criteria / Indicators
Points
Dimension 7:
BUSINESS PRACTICES
7.1
Business Processes
159
Minimum 1-5
Emergency and fire evacuation procedures are followed and in place.
0
M
M
M
M
M
160
Minimum 1-5
Backup generator or emergency power is available, capable of providing full power.
0
M
M
M
M
M
161
Safety systems and documentation in place to respond to possible natural disasters
and man-made threats
5
162
Cleaning schedules in place that show daily, weekly and seasonal cleaning and
checking procedures
5
163
Maintenance plans that show plan to address major areas requiring maintenance
5
164
88
Pest control processes in place to identify and eliminate pests such as bed bugs
and cockroaches
5
165
Risk assessment audit conducted in the last 5 years that reviews security threats to
the property.
5
166
Environmental
Environmental management system in place to reduce waste with waste reduction
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
Recruitment programme ensure local people are employed (minimum 80% from
within the region).
5
171
Social
Procurement process ensures local purchasing across all supply areas (minimum
30% from within the region).
5
172
Environmental
Procurement process advocates Green purchasing (minimum 20% of food/
beverages, laundry services, and cosmetics procured from organic suppliers).
5

89

No. Ratings Criteria / Indicators Points 173 Guest complaint handling system (complaints are documented and
No.
Ratings
Criteria / Indicators
Points
173
Guest complaint handling system (complaints are documented and responded to
within 24 hours)
5
174
Refund policy (if complaints cannot be resolved to guest satisfaction, discounts or
compensation will be applied)
5
175
Guest feedback and satisfaction monitoring system in place
5
176
Minimum 1-5
Resort meets all current regulations and legislative requirements to operate a
Resort. (Air pollution, Sanitary Code, Revised Fire Code, Accessibility Law, etc)
0
M
M
M
M
M
7.2
Barrier-free Facilities for Persons with Disabilities (PWD)
177
(Accessible Tourism) For PWD Rooms, 5% of all rooms shall be designated for
PWD, but not less than 2 rooms.
5
178
Reception areas shall provide low and recessed or split-level counters that can both
accommodate standing persons and those seated on wheelchairs.
2
179
All interior doors shall have at least a width of ninety (90) centimetres to
accommodate big and motorized wheelchairs.
2
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

90

No. Ratings Criteria / Indicators Points PWD Bathrooms shall have the following: 181  Toilet
No.
Ratings
Criteria / Indicators
Points
PWD Bathrooms shall have the following:
181
 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
when users pull or elevate themselves to a standing position.
4
 Grab bars should be placed on both sides at 28-30in from the floor for the
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:
182
 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
familiar signs for those not educated in Braille.
5
 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
NATIONAL TOURISM STANDARDS ACCOMMODATION SECTOR APARTMENT HOTEL
NATIONAL TOURISM STANDARDS

NATIONAL TOURISM STANDARDS

ACCOMMODATION SECTOR

APARTMENT HOTEL

91

Rule V. ACCREDITATION STANDARDS FOR APARTMENT HOTELS

No. Ratings Criteria / Indicators Points Dimension 1: ARRIVAL / DEPARTURE 1.1 Building – Appearance
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
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
4
1.2
Building - Design and Construction Quality
Unacceptable
Built design and construction quality is from materials that are not durable and/or
unsafe for guest use.
0
Acceptable
Basic structure with adequate materials that will provide a simple and safe
accommodation environment
2
Good
A functional building with good quality materials and efficient layout
4
Very Good
Strong external appeal, consistent design with any alterations linking to the original
building
6
Excellent
Excellent impression and overall appeal, inviting appearance, architectural features
are evident and excellent quality building materials have been used throughout
8
Outstanding
Luxurious and unique exterior, outstanding visual appeal, highest quality materials
used in construction
10
5
1.3
Building - Condition (wear and tear)
Unacceptable
Neglected appearance, obvious structural repairs needed, poor outside materials,
flaking paint, rotting wood, rust evident
0
Acceptable
Minor maintenance may be required, natural weathering is evident.
2

92

No. Ratings Criteria / Indicators Points Good Good appearance, weathering may still exist, but in
No.
Ratings
Criteria / Indicators
Points
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
6
Minimum 1-5
Driveway is in a sound condition and free from significant potholes with no obvious
obstructions.
0
M
M
M
M
M
7
Minimum 1-5
Driveway entrance is clearly marked and is visible at night time.
0
M
M
M
M
M
8
Minimum 1-5
Clearly designated parking area that meets the relevant provisions of the National
Building Code
0
M
M
M
M
M
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
11
Minimum 1-5
Professional security in place 24 hours at main entry point
0
M
M
M
M
M
12
Minimum 1-5
Property and security services designed to ensure guest safety at all times
0
M
M
M
M
M
13
Effective use of CCTV with minimum 30 days recording storage
3
14
Monitoring of CCTV 24 hours
5
15
1.6
Reception – Service Hours
No. Ratings Criteria / Indicators Points Minimum 1-2 Reception service available 16 hours 0 M
No.
Ratings
Criteria / Indicators
Points
Minimum 1-2
Reception service available 16 hours
0
M
M
Minimum 3-5
Reception service available 24 hours
5
m
m
m
16
1.7
Check-in Process
Unacceptable
Lengthy inefficient registration process with unacceptable wait time of over 10
minutes before receiving any service
0
Acceptable
Basic registration process with minor wait time (not more than 10 minutes per
guest)
2
Good
Basic registration process in place, with prompt service. (not more than 8 minutes
per guest)
4
Very good
Basic registration process with no wait time (not more than 6 minutes per guest)
6
93
Excellent
Pre-registration information already completed as part of the booking process for
the guest who may only need to review and confirm details. (not more than 4
minutes per guest)
8
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
Left luggage practices ensure bag security and luggage room is proportionate to
size of apartment hotel.
5
18
1.09
Reception Staff - Appearance
Unacceptable
Staff are poorly groomed and untidy.
0
Acceptable
Staff wear clean clothing and are neat and tidy.
1
Good
Staff are easily identified and well groomed.
2
No. Ratings Criteria / Indicators Points Very good Staff provide a very good professional appearance.
No.
Ratings
Criteria / Indicators
Points
Very good
Staff provide a very good professional appearance.
3
Excellent
Staff are very well groomed and take pride in their appearance
4
Outstanding
Staff are immaculately groomed and attention to detail is obvious.
5
19
1.10
Reception – Service Quality
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.
1
Good
Staff are polite and responsive.
2
94
Very good
Staff are welcoming and provide a sense of arrival.
3
Excellent
Staff take an interest in the guests preferences, refreshments or similar may be
offered on arrival.
4
Outstanding
Staff are very responsive, attentive, and efficient while taking a personal interest
about every requirement of the guest.
5
20
1.11
Reception Services – Check-out
Unacceptable
Lengthy inefficient check-out process with unacceptable wait time of over 10
minutes before receiving any service
0
Acceptable
Basic check-out process with minor wait time (not more than 10 minutes per
guest)
1
Good
Basic check-out process in place, with prompt service. (not more than 8 minutes
per guest)
2
Very good
Express check-out option or account pre prepared and available for review before
check out (not more than 6 minutes per guest)
3
Excellent
Express check-out with minimal wait time (not more than 4 minutes per guest)
4
No. Ratings Criteria / Indicators Points Outstanding In room check-out options and express service offered
No.
Ratings
Criteria / Indicators
Points
Outstanding
In room check