Hotel Grading System

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TABLE OF CONTENTS

Page

BOOK ONE - GENERAL PROVISIONS

Rule I. Denition and Basic Guidelines

Section 1. Title .......................................................................................... 1

Section 2. Denition of Terms ................................................................... 1

BOOK TWO - STAR GRADING SYSTEM

Rule II. Star Grading System for Hotels, Resorts and Apartment Hotels

Section 1. Five Star Grading System ....................................................... 3

BOOK THREE – ACCREDITATION STANDARDS

Rule III. Accreditation Standards for Hotels

Dimension 1. ARRIVAL / DEPARTURE R

1.1 Building – Appearance ...................................................... 5

1.2 Building - Design and Construction Quality ....................... 5

1.3 Building – Condition (wear and tear) ................................. 5

1.4 Entrance / Exit & Parking .................................................. 6

1.5 Security ............................................................................. 6

1.6 Reception – Service Hours................................................ 7

1.7 Reception – Size ............................................................... 7

1.8 Reception – Seating Area.................................................. 7

1.9 Check-in Process .............................................................. 8

1.10 Luggage Services.............................................................. 8

1.11 Porter Services .................................................................. 8

1.12 Reception Staff – Appearance ........................................... 8

1.13 Reception – Service Quality .............................................. 9

1.14 Reception Services – Check-out ....................................... 9

1.15 Other Arrival / Departure Aspects ...................................... 10

Dimension 2: PUBLIC AREAS

2.1 Public Areas - Decoration - Design and Quality ................ 10

2.2 Public Areas – Decoration - Condition

and Maintenance .................................................... 11

2.3 Public Areas - Furniture – Quality...................................... 11

2.4 Public Areas - Furniture – Condition.................................. 12

2.5 Public Washroom – Quality ............................................... 12

2.6 Public Washroom – Condition and Cleanliness ................ 13

2.7 Public Areas - Room Climate ............................................ 13

2.8 Public Areas – Temperature Control – Quality .................. 13

2.9 Public Areas – Temperature Control – Condition and

Maintenance ........................................................... 14

2.10 Public Areas – Lighting – Quality....................................... 14


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2.11 Public Areas – Lighting – Condition................................... 15

2.12 Public Areas – Lighting – Environmental Protection ......... 15

2.13 Public Areas – Cleanliness ................................................ 15

Dimension 3: BEDROOM

3.1 Room Size ......................................................................... 16

3.2 Suites Availability .............................................................. 16

3.3 Rooms for Persons with Disabilities (PWD) – Availability . 17

3.4 Bedroom – Space and Comfort ......................................... 17

3.5 Bedroom – Sound Proong ............................................... 17

3.6. Bedroom – Noise Levels ................................................... 18

3.7 Bedroom – Bed Mattress – Quality ................................... 18

3.8 Bedroom – Bed Mattress – Condition ............................... 19

3.9 Bedroom – Bedding & Linen Quality ................................ 19

3.10 Bedroom – Bedding & Linen Condition ............................. 20

3.11 Bedroom – Pillows – Quality/Condition ............................. 20 3.12 Bedroom – Lighting – Quality ............................................ 20

3.13 Bedroom – Lighting – Condition ........................................ 21

3.14 Bedroom – Lighting – Environmental Protection ............... 21

3.15 Bedroom Curtains – Quality .............................................. 22

3.16 Bedroom Curtains – Condition .......................................... 22

3.17 Bedroom – Floor Coverings – Quality ............................... 23

3.18 Bedroom – Floor Coverings – Condition ........................... 23

3.19 Bedroom – Temperature Control – Quality ........................ 23

3.20 Bedroom – Temperature Control – Condition andMaintenance ........................................................... 24

3.21 Bedroom – Furniture – Quality .......................................... 24

3.22 Bedroom – Furniture – Condition ...................................... 25

3.23 Bedroom – Accessories and Amenities available .............. 25

3.24 Bedroom – Cleanliness ..................................................... 29

Dimension 4: BATHROOM

4.1 Bathroom – Minimum Requirements ............................... 30

4.2 Bathroom – Shower/Bath Quality .................................... 30

4.3 Bathroom – Shower/Bath Condition/Maintenance .......... 30

4.4 Bathroom – Basin Quality................................................ 31

4.5 Bathroom – Basin – Condition/Maintenance ................... 31

4.6 Bathroom – Toilet – Quality ............................................. 32

4.7 Bathroom – Toilet – Condition/Maintenance .................... 32

4.8 Bathroom – Decoration – Quality .................................... 33

4.9 Bathroom – Decoration – Condition/Maintenance........... 33

4.10 Bathroom – Towels – Quality and Cleanliness ................ 33

4.11 Bathroom – Space and Comfort ...................................... 34

4.12 Bathroom – Overall Cleanliness ...................................... 34

4.13 Toiletries – Availability ..................................................... 35


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4.14 Bathroom – Amenities – Availability ................................ 35

4.15 Bathroom – Environmental Protection............................. 36

Dimension 5: FOOD AND BEVERAGE

5.1 Food and Beverage- Availability of Restaurants ............... 36

5.2 Food and Beverage – Options available ........................... 37

5.3 Food and Beverage – Service Quality............................... 37

5.4 Restaurant – Decoration and Furniture – Quality .............. 37

5.5 Restaurant – Decoration & Furniture – Condition ............. 38

5.6 Restaurant – Crockery, Cutlery, Glassware – Quality ....... 38

5.7 Restaurant – Crockery, Cutlery, Glassware –

Cleanliness ........................................................... 39

5.8 Restaurant – Space and Comfort ...................................... 39

5.9 Kitchen – Quality of Appliances ......................................... 40

5.10 Kitchen - Cleanliness......................................................... 40

Dimension 6: AMENITIES AND SERVICES

6.1 Amenities – Guest Services .............................................. 41

6.2 Amenities – Wellness Services ......................................... 41

6.3 Amenities – General Services ........................................... 42

6.4 Amenities – Conference/Function Venue .......................... 42

Dimension 7: BUSINESS PRACTICES

7.1 Business Processes .......................................................... 43

7.2 Barrier-free Facilities for Persons with

Disabilities (PWD) ................................................. 44

BOOK FOUR – APPLICATION FOR ACCREDITATION

Rule IV. Accreditation Process

Section 1. Filing of Application ................................................................. 47

Section 2. Documentary Requirements.................................................... 47

Section 3. Inspection ................................................................................ 47 Section 4. Validity of Accreditation ........................................................... 47

Section 5. Schedule of Fees ................................................................... 47

BOOK FIVE – CANCELLATION AND/OR DOWNGRADING OF ACCREDITATION

Rule V. Cancellation and/or Downgrading of Accreditation

Section 1. Grounds for Cancellation ..................................................... 47

Section 2. Procedure for Cancellation and/orDowngrading of Accreditation ........................................ 48


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EXPLANATORY NOTES

INTRODUCING THE FIVE STAR GRADING SYSTEM

FOR ACCOMMODATION ENTERPRISES

There are five levels of accommodation standards ranging from one to five

stars applicable to hotels, resorts and apartment hotels. To obtain higher stars,

progressively higher service and facility quality, facility condition and improved

business practices like environmental management, which are determined by a

points system should be provided across all areas.

A total of 1000 points have been set as the maximum number of points that can be

achieved by Hotels, Resorts, and Apartment Hotels.

Star Grading Total Score (Hotel, Resort, Apartel)

1 star

251 – 400 points

2 star 401 – 550 points


4 star

701 – 850 points


The criteria are divided into seven (7) dimensions that are common to the above-mentioned categories except for the lounge area and the kitchen area whichare applicable only to apartment hotels. The percentage that these dimensionscontribute to the total score is shown in the table below:

Business Area

Hotel

Resort

Apartel

Arrival & Departure

10%

10%

8%

Public Areas 10% 10% 7%

Bedrooms

30%

30%

30%

Bathrooms

15%

15%

15%

Food & Beverage

15%

15%

n/a

Lounge Area * n/a n/a 15%

Kitchen Area * n/a n/a 10%

Amenities

10%

10%

5%

Business Practices

10%

10%

10%

Total

100%

100%

100%

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Each dimension consists of a number of indicators which describe either theexistence or availability, quality and condition of the facility as well as the service.Every indicator is allotted points. A maximum of 177 indicators are evaluated.Quality judgment is used to determine whether a facility or service is eitherUnacceptable, Acceptable, Good, Very Good, Excellent or Outstanding.

Mandatory and minimum requirements have also been established both for entryinto the grading scheme and at the different star levels.

Mandatory requirements, marked M shall refer to those requirements that areprescribed by existing laws, without which, no accreditation shall be issued to theenterprise until such time that it rectifies said deficiencies.

On the other hand, minimum requirements, marked 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 downgradedto a lower classification, regardless of the total points accumulated.

The

referencenumber

A mandatory

item in thiscase for 1-5

stars These items

link together

A description

of the criteria

vi

The number

of points

allocated to

this criteria

M shows a

Mandatoryrequirement,

in this case

for all stars

and has no

points

m shows a

Minimum

requirement,

in this case

for 4 and 5

stars


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The first column gives a reference number for that criteria item.

The second column is descriptive. It identifies the section. It also determines ifthe criteria is a mandatory or minim um cr i ter ia. If it is mandatory for all stargrades then the phrase “Minimum 1-5 ” is used. If it only applies to certain stargrades, then the star grades it applies to (e.g. Minim um 4-5) will be identified. If it

applies to a quality rating then a range of terms from unacceptable to outstandingare used.

Unacceptable describes what should not happen. No points are awarded. Acceptable shows the first level of quality, good the second level, very good thethird level, excellent the fourth level and outstanding the fifth and highest level.Environmental describes if this is an environmental initiative.

The third column indicates if the items are linked together. A black line indicatesthese criteria are linked and only one score will apply. This is a graduated ratingwhere greater points apply to the provision of higher levels of quality.

The fourth column describes the criteria/indicators.

The fifth column gives the amount of points that can be gained.

The sixth to 10th column indicate if this is a mandatory or min imum requirement.The big letter “M” and small letter “m” are used in the column that correlates tothe final star rating. e.g. if the property gains a four star rating with points scored

between 701 and 850, then this can only be conferred if all the “m” and “M” itemsthat apply to a four star property are also met.

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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 TOURISMSTANDARDS 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.

Denition 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. Denition 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 certication issued b the Department to a

tourism enterprise that ofciall recognizes it as having complied with the

minimum standards for the operation of tourism facilities and services.

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 laundr facilities. A number of

bedrooms ma share one bathroom in the unit.


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

pursuant to Presidential Decree No. 189 (1973), as amended.

e. “Hotel” shall refer to full service accommodation with reception and guest

rooms generall offering private facilities with an onsite restaurant, room

and bar services available. Additional facilities such as business centres

and conference rooms are expected.

f. “Mandator 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 classication, without which the establishment will

not be awarded such classication but instead be downgraded to a lower

one, regardless of the total points accumulated.

h. “OTSR” shall refer to the Ofce of Tourism Standards and Regulation of

the Department.

i. “Primar Tourism Enterprises” refers to travel and tour services; land,

sea and air transport services exclusivel for tourist use; accommodation

establishments; convention and exhibition organizers; tourism estate

management services; and such other enterprises as ma be identied b

the Secretar, after due consultation with concerned sectors.

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

good, ver good, excellent and outstanding are used to signif the

ascending levels of qualit.

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

natural, relaxed environment, with reception and guest rooms generall

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.

m. “Standards” shall refer to a set of written functional, aesthetic and technical

requirements in the form of specications or guidelines to ensure that a

product and service complies with the Rules and Regulations set forth b

the Department.


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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 signicant tourism

potential; convention organizers; accommodation establishments,

including, but not limited to, hotels, resorts, apartelles, tourist inns, motels,

pension houses, and home sta 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 TWOSTAR GRADING SYSTEM

Rule II.

Star Grading System for Hotels, Resorts and Apartment Hotels

Section 1. Five Star Grading Sstem. There are ve (5) levels of accommodation

standards ranging from one to ve 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. The offer

expanded facilities and higher level of comfort.

c. Three Star: 55–70% achievement (551 to 700 points) – These enterprises

offer a ver good level of accommodation. There are more spacious publicareas, higher qualit facilities and a greater range of services.

d. Four Star: 70–85% achievement (701 to 850 points) - These properties

are upscale in all areas. Accommodation is rened and stlish. Service is

responsive, often including an extensive arra of facilities.

e. Five Star: 85-100% achievement (851 to 1,000 points) - These properties

reect the characteristics of luxur and sophistication. The facilities are

world class in ever manner and the meticulous service exceeds all guest

expectations.


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BOOK THREE

ACCREDITATION STANDARDS

Rule III.

Accreditation Standards for Hotels

No. Ratings Criteria / Indicators Points My

Score

Dimension 1: ARRIVAL/DEPARTURE

1.1 Building – Appearance

1 Minimum 1-5 Exterior in a clean fit for purposecondition.

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

41.2 Building - Design andConstruction Quality

UnacceptableBuilt design and construction quality isfrom materials that are not durable and/or unsafe for guest use.

0

AcceptableBasic structure with adequate materialsthat will provide a simple and safeaccommodation environment.

2

Good A functional building with good qualitymaterials and efficient layout.

4

Very GoodStrong external appeal, consistentdesign with any alterations linking to theoriginal building.

6

Excellent

Excellent impression and overall appeal,inviting appearance, architecturalfeatures are evident and excellent qualitybuilding materials have been usedthroughout.

8

OutstandingLuxurious and unique exterior,outstanding visual appeal, highestquality materials used in construction.

10

51.3 Building - Condition (wear andtear)

UnacceptableNeglected appearance, obvious structuralrepairs needed, poor outside materials,flaking paint, rotting wood, rust evident.

0

5

No. Ratings Criteria / Indicators Points MyScore


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AcceptableMinor maintenance may be required,

natural weathering is evident.2

GoodGood appearance, weathering may still

exist, but in sound condition.4

Very Good Very good maintenance of paintwork

and exterior panels.6

ExcellentHigh standard of external appearance,

allowing for the age of the building.8

Outstanding As new condition, no buildingmaintenance 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 andis 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

9Minimum

4 & 5 Valet parking is provided. 3 m m

1.5 Security

10 Minimum 1-5Professional security in place 24 hours

at main entry point.0 M M M M M

11 Minimum 1-5Property and security services designed

to ensure guest safety at all times.0 M M M M M

12Effective use of CCV with minimum 30

days recording storage.3

13 Monitoring of CCV 24 hours. 5



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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 difficultto locate.

0

AcceptableObvious size restrictions, area may be

cluttered.1

Good Functional reception for the operation. 2

Very good Very good size, generous space. 3

ExcellentExcellent reception area, seated check in

is an option.4

Outstanding

Luxurious check in facility, private

check in facility is available and used as

appropriate.

5

16 1.8 Reception - Seating Area

UnacceptableNo 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

GoodSeating available close by for a small

group of not less than 4 guests.2

Very GoodComfortable seating area close by for

not less than 6 guests.3



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ExcellentSeating area with excellent quality

seating appropriate for the size of the

hotel.

4

Outstanding

Outstanding seating options are

available for different sized groups to

enable comfort whilst waiting near

reception.

5

17 1.9 Check-in Process

UnacceptableLengthy inefficient registration process

with unacceptable wait time of over 10

minutes before receiving any service.

0

AcceptableBasic registration process with minor

wait time (not more than 10 minutesper guest).

2

GoodBasic registration process in place, with

prompt service (not more than 8minutes per guest).

4

Very good

Basic registration process with no wait

time (not more than 6 minutes perguest).

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 (notmore than 4 minutes per guest).

8

OutstandingPre registration information completed

and no wait time for registration

process.

10

1.10 Luggage Services

18 Minimum 1-5Left 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 hotel.

5

19 1.11 Porter Services

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

20 1.12 Reception Staff - Appearance



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Unacceptable Staff are poorly groomed and untidy. 0

AcceptableStaff wear clean clothing and are neat

and tidy.2

GoodStaff are easily identified and well

groomed.4

Very goodStaff provide a very good professional

appearance.6

Excellent Staff are very well groomed and takepride in their appearance.

8

OutstandingStaff 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 goodStaff 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

221.14 Reception Services –

Check-out

Unacceptable

Lengthy inefficient check-out process

with unacceptable wait time of over 10

minutes before receiving any service.

0



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AcceptableBasic check-out process with minor wait


1

GoodBasic check-out process in place, with

prompt service (not more than 8minutes per guest).

2

Very good

Express check-out option or account pre

prepared and available for review before

check out (not more than 6 minutesper guest).

3

ExcellentExpress check-out with minimal wait


4

OutstandingIn room check-out options and express

service offered with no wait time.5

1.15 Other Arrival / Departure Aspects

23 Minimum 1-5Guests must be provided with Official

Receipt on departure.0 M M M M M

Account reviewed and then presented in

an envelope.1

24

A wide range of payment options are

available including at least 3 different

types of credit cards.

3

25 Offer to arrange transfer services. 5

Dimension 2: PUBLIC AREAS

262.1 Public Areas - Decoration -Design and Quality

UnacceptableNo thought given to coordinating

design resulting in ad-hoc decoration.0

AcceptableSome attempt to coordinate design and

have a consistent theme.2

GoodGood quality decoration, use of wall

hangings adds to overall impression.4

Very GoodCoordinated design, a professional

standard is achieved.6



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ExcellentExcellent standard of coordinated décor

throughout all public spaces.8

OutstandingHighest quality, unique wall hangings

on display, outstanding design features.10

272.2 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 andseveral minor repairs are needed.

2

GoodSome 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

OutstandingNo evidence of wear and tear, in as new

condition throughout.10

282.3 Public Areas - Furniture –Quality

UnacceptableUncomfortable furniture that is made of

poor materials, or no furniture used.0

AcceptableMismatched furniture that is not

particularly comfortable.2

GoodMay 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

ExcellentExcellent furniture quality, great degree

of comfort, attractive and highly-

coordinated.

8



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OutstandingHighest quality furniture in outstanding

condition, or antique furniture of

highest quality.

10

292.4 Public Areas - Furniture –Condition

UnacceptableScratched and badly damaged furniture,

loose arms and legs, stained, dirty

upholstery or no furniture used.

0

AcceptableOccasional marks, in need of minor

repair, acceptable condition.2

GoodGood level of condition throughoutmost 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

ExcellentExcellent furniture condition

throughout the hotel.8

OutstandingFurniture in outstanding as newcondition, conveniently located

throughout the hotel.

10

30 2.5 Public Washroom - Quality

UnacceptablePoor quality throughout, aged basin and

bowl, not fit for purpose.0

Acceptable Aging fixtures, rough finish no

additional space.1

GoodGood quality fixtures, standard design,

limited space.2

Very Good Very good, high quality basin, superior

design, ample bench room.3

ExcellentExcellent quality of fittings, basin and

bowl decoration is to a high standard.4

OutstandingOutstanding quality, designer tap ware,

ample space.5



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312.6 Public Washroom - Conditionand Cleanliness

UnacceptableBasin chipped or damaged, paintwork

chipped, flaking, dirty condition.0

Acceptable Older condition, but clean and usable. 1

GoodSome signs of wear and tear, aging tap

ware, but signs of regular cleaning.2

Very Good Very good condition, few signs of wearand tear, regular servicing even duringbusy periods.

3

ExcellentMinor scratches are barely visible,

always clean and tidy and in excellent

condition.

4

OutstandingOutstanding condition, no marks or

chips, as new condition.5

32 2.7 Public Areas - Room Climate

Minimum 1-5

All public areas are air-conditioned or

have temperature control initiatives

and maintain a temperature between 20-25 degrees year round, except in

areas where elevation is 2000 ft. above

sea level.

0 M M M M M

332.8 Public Areas - TemperatureControl – Quality

UnacceptableNo general ambient temperature, poor

air quality, bad smells.0

AcceptableMinimum 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 GoodTermostatically controlled system that

maintains a very good level of comfort

in most areas.

6



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ExcellentExcellent levels of comfort throughoutproperty. Consistent air flow with nohot areas or draughty places.

8

OutstandingOutstanding levels of comfortthroughout. Termostatically controlledin all public areas.

10

342.9 Public Areas - TemperatureControl – Condition andMaintenance

Unacceptable

Unresponsive system, no maintenanceplan or consistency of temperature isachieved. Operating noise levels makeconversations difficult.

0

Acceptable Aging and dated air-conditioning units,operated at selected times.

2

Good A mixture of systems may be used; allunits in good working order, althoughmay be older and used occasionally.

4

Very GoodUnits may be older but well maintainedwith very good maintenance.

6

Excellent

Excellent levels of maintenance, would

expect most units to be less than 5 yearsold and of excellent condition.

8

Outstanding All units in excellent condition, noleaks, no rust, quiet operation in as newcondition.

10

352.10 Public Areas - Lighting –Quality

UnacceptableLow quality lighting, bare bulbs with noshades, dim, gloomy effect, with some

dark spaces.

0

AcceptableEnough lighting for practical use,sparse, but with an even distributionof light.

1

GoodGood level of illumination throughoutall public areas.

2

Very Good Very good illumination options, readinglights throughout the public areas.Multiple light switches.

3

Excellent

Excellent quality lighting. Lightingeffects with use of picture lighting orspecial effects lighting, excellent qualityfittings.

4



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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

362.11 Public Areas - Lighting –Condition

UnacceptablePoor condition, exposed wires, wobbly

fittings, loose plugs.0

Acceptable Acceptable condition of lamps, aging is

evident.1

GoodGood 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

ExcellentExcellent quality fittings throughout all

public areas. Designer lamps used where

appropriate.

4

Outstanding Highest quality of light fittings used inas new condition.

5

2.12 Public Areas - Lighting –Environmental Protection

37 EnvironmentalSensor lighting in use that does not

compromise guest safety.2

38 Environmental Good use of natural lighting. 3

39 EnvironmentalLow energy-saving bulbs used between

50% and 75% of public areas. 3

EnvironmentalLow 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

Acceptable

Clean but not in high or low areas,smears on surfaces, no evidence of

regular wiping/dusting. Any toilets are

cleaned daily.

2



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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

ables, 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

Dimension 3: BEDROOM

41 3.1 Room Size

Minimum 1 Size including bathroom ≥ 16 sq. m 4 m





42

3.2 Suites – Availability

(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



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433.3 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

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 meters.

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 roomdining, 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

45 3.5 Bedroom – Sound Proofing

UnacceptableNo 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



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OutstandingOutstanding 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

AcceptableNoise 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

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

ExcellentNoise should not be more than 60

decibels.8

OutstandingNoise should not be more than 50

decibels.10

473.7 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 GoodStandard 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



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Outstanding

Latex or pocket spring, deep comfort,

separate mattress top; mattress

protectors (bed pad) and pillow

protectors / slips.

10

483.8 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

GoodGood condition, good support

throughout.4

Very Good Very good condition, no stains or tears,

evidence of good maintenance.6

ExcellentExcellent condition, very little wear and

tear.8

Outstanding Outstanding or as new condition. 10

493.9 Bedroom - Bedding & Linen –

Quality

Unacceptable Tin sheets do not properly fit the bed. 0

Acceptable Tinly woven cotton, no tears or rips. 2

GoodTinly 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



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503.10 Bedroom - Bedding & Linen –

Condition

UnacceptableSheets with large stains, holes, faded

and damaged.0

AcceptableSheets with no tears or rips, in a clean

condition.2

GoodLinen 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

513.11 Bedroom – Pillows – Quality /

Condition

UnacceptableLumpy pillows, too hard, too soft, out of

shape and/or in other poor condition.0

AcceptableClean, basic pillows, acceptable quality,

average firmness/softness.2

GoodGood 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



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UnacceptableCracked light switches, lights without

shades or lamps.0

AcceptableLight switch by main door only;

acceptable illumination of bedroom.2

GoodGood 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

ExcellentDesigner lamps and excellent levelsof lighting to create different moods,

directional bedside lamps.

8

Outstanding Architectural design of lighting is

evident. Te best available.10

533.13 Bedroom - Lighting –

Condition

UnacceptableLights 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

OutstandingFittings throughout the bedroom in as

new condition.10

543.14 Bedroom - Lighting –

Environmental Protection

EnvironmentalEnergy-saving light bulbs in between

50% and 75% of bedroom lights.3



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EnvironmentalEnergy-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

UnacceptableUnlined fabric of low quality, exposed

tracking.0

AcceptableFabric unlined of acceptable quality,

plastic blinds.2

GoodCurtains /shades full length, good

quality, easy to draw.4

Very GoodCurtains/shades, coordinated, blackout

quality, well-coordinated.6

ExcellentTick 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

UnacceptableCurtains 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

GoodCurtains /shades in good condition may

be one minor mark.4

Very GoodCurtains/shades, in very good

condition.6

ExcellentExcellent condition, fullness of

materials.

8

Outstanding As new condition, luxurious, no wear

and tear evident.10



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573.17 Bedroom - Floor Coverings –

Quality

Unacceptable

Floor tiles or carpets do not cover the

main floor space they were intended to

cover.

0

AcceptableFloor covering is acceptable with low

grade tiles or coverings.2

GoodGood quality floor coverings, standard

tiles, quality timber floors.4

Very GoodFloor covering of very good quality,

well-coordinated with room design.6

ExcellentFloor covering of excellent quality,

contemporary tiles or wool carpets.8

Outstanding

Exceptional quality, custom design

flooring, polished woods or luxurious

plush carpets with density of 42 oz.

10

58 3.18 Bedroom - Floor Coverings -Condition

UnacceptableLargely stained coverings, large holes,

dirty, cracked and badly damaged tiles.0

AcceptableSome stains and discoloration is

acceptable, chipped tiles.2

Good

Floor coverings, in good condition,

amateurish application for any areas

that are fixed.

4

Very GoodFloor covering in very good condition,

professional fixing of any wear and tear.6

ExcellentFloor covering in excellent condition, no

stains are visible.8

Outstanding Floor coverings in as new condition. 10

593.19 Bedroom - Temperature

Control - Quality



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Unacceptable Ineffective cooling system. 0

Acceptable

Window –based cooling system;

fan available for additional cooling,

acceptable air circulation.

2

GoodGood cooling system, good air

circulation, split-unit type.4

Very Good Very good and effective cooling

operation.6

ExcellentPersonal 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

603.20 Bedroom - Temperature

Control - Condition & Maintenance

Unacceptable

Broken windows, cracked glass,

draughty, fan air conditioning notworking.

0

AcceptableWindow opens and closes easily, fan in

acceptable condition.2

GoodGood 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

ExcellentQuiet 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

61 3.21 Bedroom – Furniture - Quality

Unacceptable

No chair, no bedside table or made of

material that is not suitable for this

purpose.

0



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Acceptable

One chair, one bedside table, aged

materials, MDF (Medium Density

Fiberboard) materials, no coordination,

repairs evident.

2

Good

wo 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

ExcellentExcellent 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

623.22 Bedroom - Furniture –

Condition

UnacceptableCracked, broken furniture, poorly

repaired.0

Acceptable Acceptable condition, some significant

scratches and repairs are evident.2

GoodFurniture 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 tearis 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



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65Door chain or security device such as

peep hole to view visitors.2

66Small mirror – at least 600mm by

300mm 24 inches by 12 inches.1

Medium mirror – at least 800mm by

400mm 31 inches by 16 inches.2

Big mirror – at least 47 inches by 24

inches.3

Full length mirror – at least 70 inches

by 24 inches.4

67 Additional second mirror. 1

68Coat hangers – 3 per person minimum

– wire.1

Coat hangers – 3 per person minimum– plastic.

2

Coat hangers – 3 per person minimum

– wooden.3

69 Open shelve wardrobe (no doors). 1

Small size wardrobe 24 inches minimum

width.2

Adequate size wardrobe 35 inches

minimum width.3

Standard size wardrobe 47 inches

minimum width.4

Spacious wardrobe 59 inches minimum

width.5



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70 Drawers or enclosed shelf space. 1

71 Portable luggage rack. 1

Defined luggage rack – permanent. 2

72 Central safe at reception only. 1

Small safety deposit box in room,functional and securely bolted.

2

Safety deposit box in room, large

enough for 13” laptop, functional and

securely bolted.

4

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 ea/coffee facilities in room. 2 m m m

76 Minimum 3-5elephone provided in each room with

direct dial.2 m m m

77 Clock/Radio/Wake up service. 1

78 Minimum 2-5In 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

Minimum 4-5

In room compendium with extensive

regional information on what to see anddo for tourists.

3 m m



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79 Refrigerator, clean and in working

condition2

Refrigerator with serviced mini bar. 5

80V with small screen size (< 20 inches)

without remote control.1

V with small screen size (< 20 inches)

with functional remote control. 2

V with medium screen size (20-32 in)

with functional remote control.3

V flat screen 32 inch or larger with

functional remote control.4

V flat screen 40 inch or larger with

functional remote control.5

81Multichannel options with Philippine

travel channels.1

82Multichannel options with at least 3

international news channels.1

83DVD player / Home theatre / Pay Movie

channels.1

84 On screen property information. 1

85 On screen messaging and accounts. 1

86In room internet connections (WLAN

or wired).2

Free In room internet connections

(WLAN or wired). 3

87Flashlight or illuminated light switches

in room.1



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88Laundry bag in room and service

available.1

Express laundry service available (24

hour return service).2

89 Ironing service available. 1

Iron and board in room available. 2

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

92Mattresses 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. 3

GoodEfficient vacuuming, good condition

overall.6

Very Good Very thorough cleaning process, no

evidence of dust or smears.9

ExcellentOverall very satisfactory cleaning,

excellent attention to detail.12

Outstanding As new look and feel, very clean and

shining surfaces.15



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Dimension 4: BATHROOM

4.1 Bathroom – Minimum

Requirements

94 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

95 Minimum 1-5 oilet system in working order. 0 M M M M M

964.2 Bathroom - Shower/Bath –

Quality

Unacceptable Small shower with weak or no pressure,taps of low quality. 0

AcceptableLightweight shower curtain, not

well-coordinated tap ware.2

GoodGood 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

iled, 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

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. iles may still be

chipped.

2

GoodNo evidence of moulds, good overallcondition, minor chips or repairs may

still be needed; bath floor is even and

well maintained.

4



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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

UnacceptableBasin plastic or poly-marble, taps of low

quality.0

Acceptable Aging fixtures, rough amateurish

grouting; no additional bench space2

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 allpersonal toiletries, quality brand tap

ware.

8

OutstandingOutstanding quality, often double basin,

designer tap ware, ample space.10

994.5 Bathroom - Basin – Condition /

Maintenance

UnacceptableBasin chipped or damaged, tap does not

provide a consistent flow of water. 0

Acceptable Older condition, but clean and usable. 2

GoodSome 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



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OutstandingOutstanding condition, as new

condition.10

100 4.6 Bathroom - Toilet – Quality

UnacceptableCheap plastic toilet seat and/or cover

that does not fit.0

AcceptableGood 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

1014.7 Bathroom – Toilet – Condition /Maintenance

UnacceptableLeaks from flushing evident on floor,

stained seat, flush mechanism does not

work properly.

0

AcceptableNo 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

ExcellentExcellent condition, spotless

appearance.8

Outstanding As new condition. 10



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1024.8 Bathroom – Decoration -

Quality

UnacceptablePoor quality throughout, uncoordinated

mix of tiles.0

Acceptable Adequate materials, panelling with gaps

evident, small space.2

GoodGood quality, basic painting, limited use

of colour or themes.4

Very Good Very good quality, no visible joins, wellcoordinated design.

6

ExcellentExcellent quality, may be constructed of

marble or granite finish.8

Outstanding

Highest quality decoration, grouting

excellent condition, ceiling finish is of

highest quality.

10

103

4.9 Bathroom – Decoration -

Condition / Maintenance

UnacceptablePaintwork 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

GoodGood 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

1044.10 Bathroom- Towels –

Quality and Cleanliness



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Unacceptableowels are thin, ripped and in poor

condition, major stains.0

Acceptableowels are thin but clean and in

acceptable condition.2

GoodGreater range of towels of average

quality.4

Very Good

Very good range of towels including

bathmat, face towel, bath towel and

hand towel.

6

ExcellentExcellent range of towels of thick

cotton, 90-100% cotton.8

OutstandingHighest, plush range of towels in as new

condition, 100% cotton.10

1054.11 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

OutstandingGenerous and outstanding space, the

best available.10

1064.12 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



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Acceptable Surfaces in acceptable condition. 4

GoodEfficient cleaning; surfaces show

cleaning practices.8

Very Good Very satisfactory cleaning process, fresh

smell.12

ExcellentNo 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 andshining surfaces, excellent attention to

detail.

20

107 4.13 Toiletries – Availability

Minimum 1-5 oilet paper provided. 0 M M M M M

108 Unacceptable Soap or toiletries from previous guestare evident.

0

Acceptable Soap only provided. 1

GoodGreater range of toiletries including hair

shampoo and shower/bath gel.2

Very GoodStrong range of toiletries of very good

quality including body lotion, ear buds,

etc.

3

ExcellentExcellent range of branded toiletries

(Incl. dental care kit, nail care kit, etc.).4

OutstandingHighest quality toiletries with extensive

range.5

4.14 Bathroom – Amenities - Availability

109 Bidet. 4



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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 toconserve water.

3

117 EnvironmentalFlow regulators on shower/taps to

conserve water.3

118 EnvironmentalBulk dispensers or biodegradable

packaging used for soaps, shampoos.3

119 Environmental

owel and linen policy promotes

conservation and gives guest choiceregarding frequency of cleaning. 3

Dimension 5: FOOD AND BEVERAGE

5.1 Food and Beverage –

Availability of Restaurants

120 Minimum 1-5 Breakfast room available. 0 M M M M M

121 Minimum 3-5Full 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



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1235.2 Food and Beverage – Options

available

Unacceptable Non-availability of several food dishesand/or drinks.

0

AcceptableFast 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

1245.3 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

ExcellentExcellent service, efficient food clearing,

prompt and polite service during meal.16

Outstanding Outstanding service, the best available. 20

1255.4 Restaurant - Decoration &

Furniture - Quality



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Unacceptableables and chairs are insufficient for

the number of guests, uncomfortable

seating.

0

Acceptableables and chairs are mismatched but

functional, vinyl seating with minimal

comfort, plastic chairs.

2

GoodGood 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

OutstandingLuxurious feel, highest quality table and

chairs, linen clothes and napkins.10

1265.5 Restaurant - Decoration &Furniture – Condition

Unacceptable

Very old, faded, wobbly stand, damaged,

peeling, grubby marks, evidence ofneglect, 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

GoodGood condition, some repair work

evident.4

Very Good Very good condition, professional

decoration, only minor marks showing

on tables and chairs.

6

ExcellentExcellent condition, no scratches or

chips.8

OutstandingMeticulous condition, no evidence of

wear and tear.10

1275.6 Restaurant – Crockery, Cutlery,

Glassware - Quality

Unacceptable Incomplete table settings. 0



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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

ExcellentWell 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 1-5Compliance with Health and Sanitation

Code of the Philippines.0 M M M M M

131 UnacceptableOld appliances, untidy but adequate

range.0

Acceptable Acceptable appliances, may be older but

in working condition.2

GoodWell-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

OutstandingOutstanding 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

GoodWell maintained appliances and clean

cooking utensils.8

Very Good Very good standard of kitchen. Very

hygienic, frequent cleaning is evident.12



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ExcellentExcellent level of cleanliness, attention

to detail in all aspects of cleaning and

hygiene.

16

OutstandingSpotless kitchen environment. As

new appliances in appearance and

cleanliness.

20

Dimension 6: AMENITIES AND SERVICES

6.1 Amenities - Guest Services

133Free Internet connection available in

public areas for guests.

3

134Housekeeping turndown service at

night.3

135 Minimum 1-3Room 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

136Fitness centre on site with cardio

machines and trained staff.3

Fitness centre has trained staff on duty

with 5 or more cardio machines.5

137 Massage services on site. 3

138

Spa with 3 or more treatment options.

Spa services must consist of massage,

body treatments and water applications.

3

Spa services include raditional Filipino

treatments2

139 Swimming pool with lifeguard on duty. 2

Swimming pool with clean and well

maintained facilities; size appropriate

for hotel.

5



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140Sports 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 our desk. 5

145 Hairdressers / salons. 5

146Business Center (with PC, printer,

photo copier, internet connection, etc).5

147First 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






cater for groups (>250 people) .20

149

Conference equipment – projector and

screen (sufficient for size of conference

room).

4

150

Conference equipment – whiteboard/

flipchart (sufficient for size of

conference room).

4



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151

Conference equipment – microphones

and sound system (sufficient for size of

conference room).

4

152

Conference equipment – pin boards and

moderation kit (sufficient for size of

conference room).

4

153

Conference equipment – comfortable

and ergonomic conference chairs and

tables.

4

Note: Decoration, furniture, temperature

control, lighting and cleanliness included in

public areas.

Dimension 7: BUSINESS PRACTICES

7.1 Business Processes

154 Minimum 1-5Emergency 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 fullpower.

0 M M M M M

156

Safety systems and documentation in

place to respond to possible natural

disasters and man-made threats.

5

157

Cleaning schedules in place that show

daily, weekly and seasonal cleaning and

checking procedures.

5

158

Maintenance plans that show plan

to address major areas requiring

maintenance.

5

159

Vermin/Pest control in place to identify

and eliminate pests such as rodents, bed

bugs, cockroaches, flies, etc.

5

160

Risk assessment audit conducted in the

last 5 years that reviews security threats

to the property.

5

161 Environmental

Environmental management system

in place to reduce waste with waste

reduction targets.

5

162 Environmental

Environmental systems in place to

reduce water with water reduction

targets.

5



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163 Environmental

Environmental systems in place to

reduce energy with energy reduction

targets.

5

164 Social

raining programme in place for staff

(minimum of 3 days per staff member/

year).

5

165 Social

Recruitment programme ensure local

people are employed (minimum 80%

from within the region).

5

166 Social

Procurement process ensures local

purchasing across all supply areas

(minimum 30% from within the region).

5

167 Environmental

Procurement process advocatesGreen purchasing (minimum 20% of

food/ beverages, laundry services,

and cosmetics procured from organic

suppliers).

5

168

Guest complaint handling system.

(complaints are documented and

responded to within 24 hours).

5

169

Refund policy (if complaints cannot be

resolved to guest satisfaction, discountsor compensation will be applied).

5

170Guest feedback and satisfaction

monitoring system in place.5

171 Minimum 1-5

Hotel meets all current regulations and

legislative requirements to operate a

Hotel.

(Revised Fire Code, Environmental

Code, Air Pollution, Accessibility Law,

etc.)

0 M M M M M

7.2 Barrier-free Facilities for

Persons with Disabilities (PWD)

172

( Accessible ourism) For PWD Rooms,

5% of all rooms shall be designated for

PWD, but not less than 2 rooms.

5

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



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175

PWD Bed rooms shall have thefollowing:

• Lever type door handles.

• Dual height peepholes with thelower one at 39 inches from thefloor.

• Light switches at maximum 47inches from the floor.

• Electrical outlets at a minimum of18 inches from the floor.

• Bed height at maximum of 20inches

• Easy-to-open preferably slidingcloset doors.

• Dual height hanger racks with the

lower rack at 55 inches from thefloor.

7

176

PWD Bathrooms shall have thefollowing:

• Toilet ooring of non-slipperysurface materials even when wet.

• Toilet bowls should be positionedwhere a vertical or climbing barshall be positioned on the wall at12 inches from the front tip ofthe toilet bowl to offer supportwhen users pull or elevatethemselves to a standing position.

• Grab bars should be placed onboth sides at 28-30 inches fromthe floor for the safety andeffective utility, the distancebetween the bars not exceeding30 inches.

• Toilet bowls should be elevated toa range of 18-20 inches from thefloor.

4

177

At least one Elevator with PWD-friendly

features: • Can accommodate a minimum of

two (2) wheelchairs.• e exterior and interior button

panels shall not exceed 47 inchesfrom the floor.

• e panel buttons shall featureBraille signs or otherwiseembossed with familiar signs forthose not educated in Braille.

• Speaker system shall also be inplace to inform the blind to what

floor the elevator is already at.• Equipped with handrails placed in

both sides at 28-30 inches fromthe floor.

5



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BOOK FOUR

APPLICATION FOR ACCREDITATION

Rule IV.

Accreditation Process

Section 1. Filing of Application. An person, partnership, corporation or other entit desiring

to operate a primar tourism enterprise as dened herein shall secure an accreditation from

the Department. Application for accreditation shall be accomplished online.

Section 2. Documentar Requirements. The Department shall issue a List of Documentar

Requirements to be complied with b applicants as part of the accreditation process.

Section 3. Inspection. An Inspection team shall conduct an audit of the establishment to

determine its classication. An oversight committee from the Department shall conduct

periodic inspection of the classied establishment.

Section 4. Validit of Accreditation. The Certicate of Accreditation shall be valid for a period

of two (2) ears, unless sooner revoked b the Department.

Section 5. Schedule of Fees. The Department shall issue a schedule of accreditation fees

to be implemented b these Rules.

BOOK FIVE

CANCELLATION AND/OR DOWNGRADING OF ACCREDITATION

Rule V.

Cancellation and/or Downgrading of Accreditation

Section 1. Grounds for Cancellation. An of the following acts, omissions shall be sufcient

grounds for the cancellation of accreditation:

a. Making an false declaration or statement or making use of an such declaration

or statement or an document containing the same or committing fraud or anact of misrepresentation for the purpose of obtaining the issuance of accreditation;

b. Failure to compl with or contravene an of the conditions set forth in the

certicate of accreditation;

c. Failure to meet the standards and requirements for the operation of the

establishment as prescribed in these Rules and Regulations;

d. Allowing or permitting the establishment or its facilities to be used for prostitution

particularl those involving children or an illegal, immoral or illicit activities; and

e. Violation of or non-compliance with an of the provisions of these Rules,

promulgated orders, decisions and circulars issued b the Department and other

concerned government agencies.


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Section 2. Procedure for Cancellation and/or Downgrading of Accreditation. Assessors

shall submit a report with recommendations based on the inspection ndings to the Ofce

of Tourism Standards and Regulation (OTSR). The OTSR shall then send a letter to the

concerned enterprise regarding its deciencies, specifing a grace period of a minimum

of 3 months within which to rectif such ndings. Non-compliance within the allotted grace

period ma result in the cancellation and/or downgrading of accreditation of the concerned

enterprise. The Department shall likewise inform the concerned local government unitregarding the accreditation status of the enterprise.

BOOK SIX

SUPERVISION OF ACCREDITED ESTABLISHMENTS

Rule VI.

Supervision of Accredited Establishments

Section 1. Displa of DOT Accreditation Seal. The valid DOT accreditation seal shall be

displaed in a conspicuous place of the establishment.

Section 2. Non-Transferabilit of DOT Accreditation Seal. The rights and privileges over the

accreditation shall be non-transferable.

Section 3. Periodic Inspection. The Department ma send an inspection team to the

establishment for the purpose of nding out whether it is being kept and/or managed in

a manner conformable to the standards set b the Department. The inspection shall beconducted at a reasonable time of the da with due regard and respect accorded to the right

to privac of parties concerned.

Section 4. Defects and Deciencies Found During the Inspection. Where certain defects

and deciencies have been found in the course of inspection, the Department shall give

direction to the keeper, manager or operator to rectif the defects or deciencies within a

reasonable period of time.

Section 5. Penalt for Failure to Remed the Defects, etc. If the management fails to remed

the defects or deciencies, the Department ma withdraw the certicate of accreditation ofthe establishment.

Section 6. Advertisements. All DOT accredited hotels, resorts and apartment hotels which

shall advertise its business or services through print media must specif in the advertisement

item itself the DOT accreditation number.


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BOOK SEVEN

OTHER PROVISIONS

Rule VII.

Miscellaneous and Transitory Provisions

Section 1. Condential Character of Certain Data. Information and documents received or

led with the Department in pursuance of the requirements of these Rules shall be treated

as condential and shall not be divulged to an private part without the consent of the part

concerned.

Section 2. Circulars. The Department shall from time to time, issue relevant memoranda

and circulars for proper implementation of the provisions of these Rules.

Section 3. Separabilit Clause. The provisions of these Rules are hereb declared separable,

and in the event that an one or more of such provisions are declared invalid, th

Documents

Hotel Grading System