Ramada - Operation Standards

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STANDARDS OF OPERATION & DESIGNMANUAL

United States and Canada

RAMADA WORLDWIDE INC.(Revised December 2010)

RAMADA WORLDWIDE INC.22 Sylvan Way

Parsippany, NJ 07054


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TABLE OF CONTENTS

I. INTRODUCTION

II. GENERAL OPERATIONS

2100.00 GENERAL MANAGER/MANAGER-ON-DUTY2101.00 RESERVATIONS2101.01 RESERVATIONS - GENERAL2101.02 RESERVATIONS - GUARANTEED2101.03 RESERVATIONS - WALK IN2101.04 TURN-AWAY POLICY2102.00 CHECK-IN/CHECK-OUT2102.01 GUEST PRIVACY2102.02 ROOM ASSIGNMENT

2102.03 SETTING RATES2102.04 WELCOME CALL PROGRAM2103.00 CUSTOMER CARE2104.00 QUALITY2104.01 PHYSICAL INSPECTIONS2104.02 MYSTERY SHOP INSPECTIONS2105.00 ASSOCIATES2105.01 ASSOCIATES - TRAINING2105.02 ASSOCIATES - APPEARANCE2105.03 ASSOCIATES - UNIFORMS2105.04 ASSOCIATES - GLOBAL SERVICE CULTURE

2106.00 CREDIT AND PAYMENT2107.00 TELEPHONE OPERATION2108.00 BELL SERVICE/VAN SERVICE2109.00 SAFETY DEPOSIT BOXES2109.01 IN-ROOM SAFE2110.00 MISCELLANEOUS SERVICES2111.00 COMPLIMENTARY WEEKDAY NEWSPAPERS2112.00 WYNDHAM REWARDS2113.00 ADDITIONAL PROGRAMS AND PROMOTIONS2114.00 TRADEMARKS AND ADVERTISING2114.01 INTERNET PHOTOGRAPHY

2115.00 FIRE PROTECTION

III. GUEST ROOM AND BATH

2200.00 GUESTROOM2200.01 GUESTROOM - NON SMOKING2200.02 GUESTROOM - SUITE2201.00 ENTRANCE AND CONNECTING DOORS2202.00 CLOTHES CLOSET AREA2203.00 GUESTROOM - FURNITURE/FIXTURES/EQUIPMENT


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2203.01 BEDDING AND LINENS2204.00 GUEST BATH2204.01 GUEST BATH - FIXTURES/EQUIPMENT/SUPPLIES2205.00 CLEANLINESS AND MAINTENANCE2205.01 CLEANING SCHEDULE

2205.02 LINEN AND TERRY RE-USE PROGRAM2205.03 MAINTENANCE SCHEDULE2206.00 ADDITIONAL SUPPLIES AND SERVICES2206.01 ADDITIONAL SUPPLIES2206.02 ADDITIONAL SERVICES

IV. FOOD AND BEVERAGE

2300.00 CONTINENTAL BREAKFAST2300.01 CONTINENTAL BREAKFAST-OPERATIONAL STANDARDS2300.02 CONTINENTAL BREAKFAST-EQUIPMENT

2300.03 CONTINENTAL BREAKFAST-OPTIONAL EQUIPMENT2300.04 CONTINENTAL BREAKFAST-MENU ITEMS2300.05 CONTINENTAL BREAKFAST-HOSPITALITY AREA2300.06 CONTINENTAL BREAKFAST-PANTRY OR KITCHEN AREA2301.00 RAMADA MART2301.01 RAMADA MART - CONSTRUCTION AND DESIGN2301.02 RAMADA MART - INVENTORY ITEMS2302.00 RESTAURANT2302.01 RESTAURANT - DESIGN2302.02 RESTAURANT - SUPPLIES2302.03 RESTAURANT - HOURS OF OPERATION

2302.04 RESTAURANT - ROOM SERVICE2303.00 COCKTAIL LOUNGE2303.01 COCKTAIL LOUNGE - DESIGN2303.02 COCKTAIL LOUNGE - BAR2303.03 COCKTAIL LOUNGE - ENTERTAINMENT2304.00 KITCHEN2304.01 KITCHEN - EQUIPMENT AND SUPPLIES2304.02 KITCHEN - STORAGE2304.03 KITCHEN - SANITATION2304.04 KITCHEN - MAINTENANCE2305.00 MEETING ROOMS

2305.01 MEETING ROOMS - DESIGN2305.02 MEETING ROOMS - EQUIPMENT AND SUPPLIES2305.03 MEETING ROOMS - CLEANLINESS AND MAINTENANCE

V. PUBLIC AREAS

2400.00 BUILDING2401.00 LANDSCAPING AND GROUNDS2402.00 PARKING AREAS AND DRIVEWAYS2403.00 PORTE COCHERE AND ENTRANCE


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2404.00 SIGNAGE2404.01 SIGNAGE - EXTERIOR2404.02 SIGNAGE - INTERIOR2404.03 FLAGS2405.00 LOBBY AREA

2406.00 FRONT DESK AREA2407.00 PUBLIC RESTROOMS2408.00 CORRIDORS/WALKWAYS/STAIRWELLS/ELEVATORS2409.00 RECREATIONAL FACILITIES2409.01 RECREATIONAL FACILITIES - SWIMMING POOL2409.02 RECREATIONAL FACILITIES - FITNESS ROOM2409.03 RECREATIONAL FACILITIES - MISCELLANEOUS2410.00 BUSINESS CENTER AND SERVICES2411.00 ICE/GUEST LAUNDRY/VENDING MACHINE AREAS2412.00 MAINTENANCE OF PUBLIC AREAS2412.01 HOUSEKEEPING, LAUNDRY AND MAINTENANCE AREAS

2412.02 SERVICE AREA/HOUSEKEEPERS' LINEN ROOM

VI. ADMINISTRATION AND GENERAL PROCEDURES

2500.00 ONLINE ACCESS TO MYPORTAL/BRAND MAILINGS2501.00 RAMADA/RINA CONFERENCE2502.00 TRAVEL AGENT COMMISSIONS2503.00 TELEPHONE SYSTEM REQUIREMENTS2504.00 HIGH SPEED INTERNET ACCESS (HSIA)2505.00 GENERAL ACCOUNTING POLICY AND PROCEDURES2505.01 MONTHLY FRANCHISE REPORTS

2505.02 GROSS ROOM REVENUE2505.03 BAD-DEBT2505.04 COMMISSIONS/REBATES/BOOKING FEES/ETC.2505.05 MISCELLANEOUS ITEMS2505.06 ENERGY SURCHARGES2505.07 TELEPHONE SURCHARGES2505.08 MISCELLANEOUS SURCHARGES2505.09 PACKAGES/BREAKFAST2505.10 PACKAGE EXAMPLES2505.11 WYNDHAM REWARDS PROGRAM2505.12 NO SHOW REVENUE

2505.13 GUARANTEED CONTRACT ROOMS2505.14 BARTER (TRADE OUT) ROOMS2505.15 ALLOWANCES/ADJUSTMENTS2505.16 GUEST TRANSPORTATION2505.17 AMENITIES2505.18 FRANCHISE AUDIT SERVICES2505.19 RECORDS REQUIRED FOR AN AUDIT2505.20 GENERAL ACCOUNTING PROCEDURES FOR GROSS

ROOM REVENUES2505.21 SAMPLE CHART OF ACCOUNTS


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2505.22 GUEST FOLIO POSTING PROCEDURES2507600 INSURANCE REQUIREMENTS

VII. INTEGRATED SYSTEM TECHNOLOGY

2600.00 REQUIREMENT2601.00 CORE FEATURES2602.00 AUTHORIZED PROPERTY MANAGEMENT SYSTEMS2603.00 NETWORK CONNECTIVITY SERVICES2604.00 FOLIO/INVOICE MESSAGES2605.00 ENTERPRISE DATA WAREHOUSE (EDW)2606.00 BRAND INFORMATION SOURCE2607.00 CORE FEATURES ENHANCEMENTS AND

MODIFICATIONS2608.00 VOLUNTARY CESSATION OF INTEGRATED SYSTEM

USE

2609.00 PRIVACY2610.00 CANADA PERSONAL INFORMATION PROTECTIONS ANDELECTRONIC DOCUMENTS ACT


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I. INTRODUCTION

This Standards of Operation and Design Manual (the Manual) is an unpublished workof RAMADA WORLDWIDE INC. (RWI), which includes its commercially valuable tradesecrets and other proprietary information. It shall at all times remain the property of

RWI and must be surrendered upon termination of your RAMADA franchise agreementor earlier upon RWIs request. You shall not lend, lease, sell, transfer or share thematerials contained in this Manual with any person or entity other than your owners andassociates who need to know it in order to perform their duties at your RAMADA lodgingfacility (hereinafter referred to as a property). No portion of this Manual may bereproduced or duplicated in any manner other than a single copy for use at the property.This work is protected by the copyright laws. Any use by you or your associates inviolation of this paragraph shall constitute an infringement of RWIs copyright.

The purpose of these Standards is to set forth specific requirements for the conversion,integration into and operation of RAMADA properties in the RAMADA system. RAMADA

properties must provide consistent, high quality accommodations and personal service tothe guest. These Standards are to be considered minimum acceptable requirements forall properties. Superior furnishings, fixtures, equipment, materials, supplies, amenitiesand services should be provided to enhance the guest experience. In addition to requiredStandards, this Manual includes recommended practices which RWI believes may resultin increased guest satisfaction and/or operational efficiencies based on RWIs years ofexperience in the hotel industry. Mandatory practices are usually prefaced by the words,must, required, or words with similar meaning. Recommended practices are usuallyprefaced by the words, recommended, should or words having similar meaning.Except as otherwise noted, these Standards of Operation and Design apply to allRAMADA Limited, RAMADA (Inn) and RAMADA Plaza Hotels in the U.S. and Canada.

Rules specific to only RAMADA Plaza Hotels have been highlighted in Bold for easyreference. Rules specific to only RAMADA Limitedproperties will be in Italics for easyreference.

Franchisees have full and complete control over and responsibility for their contracts,operations, management, labor relations and employment practices. In addition tocomplying with their obligations under their Franchise Agreement and with theseStandards, it is their obligation to ensure that they operate their properties in compliancewith all applicable local, state, provincial and federal laws, regulations and codes,including, but not limited to, the Americans with Disability Act (ADA). Compliance withthese Standards does not excuse or assure compliance with legal requirements. In the

event of any inconsistency between the Standards in this Manual and applicable law,applicable law shall govern. In the event of any inconsistency between a franchiseesobligations under its Franchise Agreement and these Standards, the FranchiseAgreement shall govern.

Compliance with these Standards is the responsibility of each franchisee. Failure tocomply with these Standards may result in the assessment of points on the propertysquality assurance inspection, which could constitute a default under the franchiseesFranchise Agreement, suspension from the Central Reservation System (CRS), possible


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termination of the franchisees RAMADA franchise and/or other remedies available toRWI under the Franchise Agreement.

RWI reserves the right to alter these Standards from time to time in order toaccommodate changing conditions in the lodging industry and for other reasons. RWI,

upon written request, may in its sole discretion waive strict compliance with a specificStandard due to particular market conditions or other factors. Waiver from any Standardmay be temporary, subject to an expiration date, and are not transferable to any otherparty if the property transfers before the waiver expires. Waiver from a Standard in anyparticular case will have no impact on the continued applicability of the Standard to theRAMADA chain and other properties.

The Vice President of Operations has responsibility for coordinating and communicatingall issues related to the Standards of Operation and Design to the RAMADA System.You should direct any questions you have about these Standards to him/her at thefollowing address or telephone number.

RAMADA WORLDWIDE INC.Attn: Vice President of Operations

22 Sylvan WayParsippany, NJ 07054

(973) 753-8200


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II. GENERAL OPERATIONS

RAMADA. For the harried travelers, who are anxious, exhausted, obligated to fulfill

commitments and disconnected from their routine. RAMADA offers meaningful relaxation an affordable, welcoming and restorative experience that is available almost anywherein the world. Unlike other mid-market brands, RAMADA enables guests to feel trulyrefreshed and restored and to be themselves when traveling.

The guest entering a RAMADA facility must encounter a clean, warm, cordial atmosphereand feel welcome and comfortable. Each RAMADA property must be operated accordingto high ethical and moral standards. Pride and respect for the RAMADA system must beportrayed to guests by all staff at each RAMADA property to assure the public that guestscan expect consistent treatment and services at any and all RAMADA properties. Allproperty associates, in their manner and appearance, must reflect a highly professional,

polished efficient operation. This attitude and behavior can only be acquired throughcomprehensive training and supervision. To provide good service means a prompt,competent and concerned response to a guest's needs in a courteous and good-naturedfashion. The prime concern of every RAMADA associate is to satisfy the expectations ofthe consumer. They demand comfort, convenience and style for a fair market price. Ittakes everyone's participation and dedication to create a superior hospitality experiencefor RAMADA guests.

2100.00 GENERAL MANAGER/MANAGER-ON-DUTY

An on-site dedicated General Manager (GM) is required. The GM may not be

responsible for operating multiple hotel sites and must be available on site during normalbusiness hours. This name must be on file with RWI as the GM of Record. It isrecommended that the manager-on-duty (this designation may also apply to the GM)have the following authority and perform the following tasks:

A. To make decisions on behalf of ownership this should include, but not be limited tothe following: Administration and implementation of the RAMADA approved turn-away policy

(Rule #2101.04). Authority to deal with local fire, police, and rescue squad during appropriate

emergencies.

Authority to make decisions concerning current guests and their use of thefacilities in regard to guest satisfaction and need. At least once during a 24-hour period the manager-on-duty should make an

inspection of the property to assess its condition and log maintenance,cleanliness, safety and security issues for the GM to review on a daily basis.

B. Log all guest complaints during his/her shift. These complaints should be given tothe GM on a daily basis for his/her review. The log should indicate what action hasbeen taken to satisfy the guest complaint.

C. Be familiar with any property procedures for handling accidents. This shouldinclude both guest injury and associate injury.


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D. Be trained in implementing emergency plans including those related to: Fire Crime Accident/injuries Natural disasters

E. Be prepared to handle guest requests for all after-hour bookings such asmeetings, banquets, or group room accommodations.

F. Be available and accessible to the front desk during heavy check-in and check-outperiods.

G. Ensure that the Emergency Key (E-Key, the key which opens all guest doors thatare double locked) is highly protected and its use strictly controlled and recorded.

2101.00 RESERVATIONS

2101.01 RESERVATIONS - GENERAL

A. All properties must honor reservations at a rate not higher than the rate confirmedon the reservation.

B. All front desk associates must be fully trained to provide reservation services forguests and/or customers.

C. All front desk and reservation associates must ask for Wyndham Rewards Numberwith all reservations. If they are not a member, an offer to enroll must be made.

D. All properties must hold reservations that have not been guaranteed until at least4:00pm host property time.

E. Guests who have reservations, but cannot be accommodated, must be advised ofthe RAMADA turn-away policy (Rule #2101.04).

F. Reservations forwarded to any RAMADA property through the various electronic

distribution channels must be used only to fill a RAMADA property, not otherunauthorized properties that also may be owned by the RAMADA franchisee.

2101.02 RESERVATIONS - GUARANTEED

A. Guaranteed reservation service must be available to all guests when so requested.When a guaranteed reservation is accepted, guaranteeing information shouldinclude at a minimum the name, address, telephone number, email address andcredit card information.

B. All properties must honor any guaranteed reservation request, holding the room(s)one (1) night until 6:00am on the morning following the date of the reservation. For

refunds, cancellations must be made before the cancellation host property timeindicated on the reservation.

C. Advance deposits are an acceptable form of a guaranteed reservation and mustbe handled directly between the guest and host property. Upon propercancellation of a guest's reservation, the host property must return the full advancedeposit within seven (7) days of the date of cancellation.

D. Every property and/or reservation agent must provide confirmation andcancellation numbers to customers who make or cancel a reservation. Eachproperty and/or reservation agent is responsible for advising the guest to keep a


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record of the number and for maintaining a record of all confirmation andcancellation numbers pertaining to that RAMADA property's reservations.

E. Billing for "no-show" guaranteed reservations may be made at the discretion of theowner/GM, and follow-up collection may be pursued in an ethical and fair mannerto discourage abuse of the guarantee procedure. If a property charges a no-show,

they should send the guest a no-show letter explaining the charges to their creditcard. A sample letter is available on MyPortal (Department/CustomerCare/Customer Care Sample Letters/Letter titled Announce a No-Show Charge).

2101.03 RESERVATIONS WALK IN

A. All associates, and especially those manning the front desk, must be thoroughlyfamiliar with the features and amenities of the property as well as the various typesof room accommodations, and trained in how to merchandise them to guests.

B. Walk-in guests without reservations must be advised of, and offered a choice of, allavailable and unreserved rooms at published room rates. Wyndham Rewards

should be discussed as a value-added item.C. If no unreserved rooms are available, a walk-in guest must be offered alternateaccommodations at another comparable hotel (preferably another RAMADAproperty). To retain the guest's goodwill and loyalty, the front desk must contact aminimum of three (3) hotels in an attempt to find alternate lodging, and every effortmust be made to secure housing for the guest at the RAMADA property.

D. An offer to make future reservations should be extended as a part of the normalcheck-out procedures.

2101.04 TURN-AWAY POLICY

If a guest with a guaranteed reservation - or with a confirmed reservation, when arrival isbefore the indicated hold time on the reservation - arrives to find no room available, theproperty must, without exception, provide the following considerations to the guest who isturned away:

A. The property must provide equal or better accommodations at an alternatecomparable property and must pay the room and tax cost of the first night'slodging.

B. The property must provide and pay for transportation to the alternate hotel andback to the property the following day, if requested by the guest.

C. The guest must be provided one (1) telephone call from the property to inform

his/her office or home of the alternate accommodations, if requested by the guest.D. All of the guest's incoming calls or callers must be referred to the alternate hotel.E. The guest's name must be placed at the front desk, showing a record of the

guest's alternate accommodations.F. The property must send an apology letter to the guest within three (3) business

days of the walk occurring. A sample letter is available on MyPortal(Department/Customer Care/Customer Care Sample Letters/Letter titledHotel/Motel Gave a Guaranteed Room Away).

2102.00 CHECK-IN/CHECK-OUT


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The ease and efficiency of check-in and check-out is a very influential part of acustomers overall guest satisfaction during their stay. Accordingly, each guest must bechecked in and out promptly and professionally.

A. Management and staff must be courteous in checking guests in and out, withoutusing argumentative language, profanity or vulgarity. A polite, dignified mannermust prevail and the use of negative phrases must be avoided.

B. The check-in/check-out area must be supervised at all times by a manager-on-duty who can resolve any questions or issues that may arise.

C. All guest check-ins and check-outs must be handled professionally by associatesthat are properly trained in all pertinent procedures. Procedures should be on fileat the front desk.

D. RAMADA associates must make eye contact at check-in and check-out by lookingdirectly at the guest, smiling, and giving an appropriate greeting (i.e. "Welcome toRAMADA. May I help you?"). When the transaction is completed, the staff

member must again make eye contact and say, "Thank you", at the time callingthe guest by name (e.g. Mr. Brown, Ms. Jones), never using the first name of theguest. "Please" and "Thank you" must be used often, along with "Yes, sir" and"Yes, ma'am".

E. Guests must not be kept waiting any longer than necessary before being checkedin and/or checked out. Their presence must be acknowledged while they arewaiting. A waiting time of five (5) minutes is considered excessive, with exceptionsfor groups and tours.

F. Check-in time is no later than 3:00pm and is to be posted at the front desk. Everyeffort must be made to have rooms available for those guests wishing to check-inearlier in the day.

G. Express Check-In should be provided to all confirmed advanced reservations. Pre-printed registration form and pre-programmed key cards to expedite the check-inprocess are suggested.

H. Check-in must be handled promptly, from the initial contact with the guests to thetime they leave the front desk. A processing time of more than three (3) minutes isconsidered excessive, except when alternate accommodations must be found.

I. Electronic key cards must have the RAMADA logo with 800-2RAMADA numberand www.ramada.com. Key cards must be placed in an approved RAMADA keycard holder. Both of these can be found on MyPortal (Departments/Marketing/Graphic Guidelines and Templates /MarketRAMADA.com).

J. Check-out time is to be no earlier than 11:00am with 12:00noon highly

recommended. Check-out time must be posted at the front desk. To the extentpossible, this should be extended for a guest's convenience at their request, at nocharge, for a reasonable amount of time.

K. Express Check-Out is highly recommended to be provided to all guests scheduledto check-out. The current acceptable methods are: An envelope containing the pre-printed folio must be passed completely and

securely under the guestroom door before 6:00am. For exterior corridor properties and properties where the envelope cannot be

passed completely and securely under the guestroom door, the prepared


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envelope (which includes the pre-printed folio) must be available by 6:00am forpickup by the guest at the front desk.

Property delivery systems and envelopes must be secure and protect theconfidential information of the guest, including guest credit card number, name,and home address.

Properties must not leave folios outside the guestroom door or in a location thatis accessible to any person other than the guest checking out.

L. Check-out must be handled promptly, from the initial contact with the guests to thetime they leave the front desk. A processing time of more than three (3) minutes isconsidered excessive.

2102.01 GUEST PRIVACY

A. A guest's personal information must never be given out.B. To protect the guest's privacy, room numbers and key cards must never be given

to strangers, and identification must be checked when a key card is requested.

C. A guest's name must not be mentioned in conjunction with the room number.D. A guest's room number must not be stated aloud.E. In the event of a guests request for adjoining/connecting rooms, confirmation of

this request with both parties is required.F. Before transferring a call to a guest room, ask the caller for the guests full name.

Do not transfer a call to a room if the caller asks for a room number and does notknow the guests full name.

2102.02 ROOM ASSIGNMENT

A. No guest shall be assigned to a room which is unprepared.

B. Until a suitable room is available, the guest must be politely asked to wait. An offerto use the propertys facilities and to store their luggage must be made. The offerof a complimentary cocktail/beverage or meal is recommended and left to thediscretion of management. It is strongly recommended that the front deskassociate obtain the guests cell phone number so they can call the guest whenthe room is ready.

2102.03 SETTING RATES

Each property is solely responsible for establishing, maintaining and updating their ratesand inventory taking care to ensure rate integrity across all distribution channels and

adherence to the Best Available Rate guarantee policy. For terms and conditions click onthe following link http://www.ramada.com/Ramada/control/guaranteed_best_rate_terms.

A. Rate integrity is essential to assure guest confidence in the RAMADA brand and toadhere to the Best Available Rate guarantee policy.

B. To achieve rate integrity, the propertys publicly accessible rates, including thoseavailable direct from the property, be on par or lower than those offered throughother channels.


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C. A guest may not be charged more for an accessible room in an applicable roomtype or rate classification than the rate charged for a non-accessible room in thesame room type or rate classification.

D. There is to be no charge for children seventeen (17) years and under when theyshare a room with a paying adult and use existing bedding.

2102.04 WELCOME CALL PROGRAM

A. Welcome calls should be performed and logged by the front desk associate.B. The welcome call log history should be saved for thirty (30) days.

2103.00 CUSTOMER CARE

Guests of RAMADA are the single most important element to the system, andmanagement must operate each RAMADA property with the specific goal of providingguests with the kind of service to which they are entitled. Service to the guest is all

important, and each RAMADA property must be operated and managed to ensure thatthis is given top priority over all other functions. If a guest experiences anydissatisfaction, management is responsible for correcting the problem to the guest'ssatisfaction as soon as possible.

A. All guest transactions must be handled ethically, courteously and with fullconsideration for the guest's rights.

B. GMs at each RAMADA property must routinely visit the front desk to ensure thatproper procedures are being followed and that guests are being handled properlyduring check-in and check-out.

C. Management at each RAMADA property is responsible for seeing that guests are

given all services due them in a professional, cordial manner, without aggravationor insult from any associate.D. GMs at each property must see any guest requesting to speak with them regarding

a problem as soon as possible. Guests must not be "put off" or avoided. Complaints registered to management or the front desk by a guest at the

property must be corrected to the guest's satisfaction (at that time wheneverpossible) without argumentative conversation and with the guest's view of theproblem in mind.

Each property must issue refunds immediately or make adjustments oncharges when a customer complaint is justified and is not promptly corrected.

E. A Complaint Log Program is strongly recommended. Hotel associates should log

all complaints along with solution documentation at the front desk in a log book. Alog of all calls should be maintained for at least thirty (30) days.F. Complaints which are received by the Customer Care Department will be

handled in the following manner, except as provided in Paragraph G below.The Customer Care Department of RWI will forward all guest complaintsreceived by telephone, by email, by facsimile or by letter to the propertys GMand owner electronically via WynCare, which can be found on MyPortal. Theproperty will have three (3) business days to respond to and resolve thecustomer complaint to the customers satisfaction. The property must then, butstill within such three (3) business day period, document in WynCare all


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communications with the customer, including the settlement reached with thecustomer. The three (3) business day period begins on the first business dayafter the Customer Care Department posts the customer complaint on WynCare.If the property fails to resolve and document the complaint within the aboveperiod, the Customer Care Department will resolve the complaint directly with the

customer. In addition, the Customer Care Department, at its sole discretion, mayrespond to and resolve customer complaints posted on third party travelwebsites, blogs and similar forums, if the property does not promptly addressthem. For any of the above complaints, the property will be responsible forpaying the expenses for the solution that Customer Care deems necessary toresolve the complaint ( i.e. refund of room rate for first night of stay), plus aCustomer Care Fee. The Customer Care Fee is currently $160.00, but is subjectto change from time to time by RWI by modification of this System Standard. Forgood reason, the Customer Care Department, in its sole discretion, may extendthe time period for a property to resolve a customer complaint (i.e. if thecustomer cannot be reached after diligent effort).

G. Complaints that involve legal or insurance considerations will be handled in thefollowing manner. The guest will be sent a letter by a Customer CareRepresentative and advised that the matter is being brought to the attention ofthe Franchisee for resolution. The Franchisee must contact the guest within three(3) business days. It is recommended that the property consult their personal legalcounsel.

H. Guests reporting the loss of belongings, or the occasion of any threat, must beoffered as much assistance as appropriate.

I. A lost and found system must be maintained. It is recommended that theRAMADA property keep a lost and found record listing the item reported lost orreported found along with the appropriate facts surrounding the incident. Found

items should be securely maintained for a period of ninety (90) days or untilclaimed by the owner. All inquires about lost articles should be referred to the GM.J. RAMADA properties with leased services must accept responsibility for guest

problems and must assist guests so that they are not left in the vulnerable positionof being unable to obtain recourse from the leased department.

K. All RAMADA properties must implement the global i am customer service cultureas available on MyPortal (Departments/Customer Care/i am). Properties mustmaintain training attendance logs on file.

L. On a daily basis, the GM should review and respond to all guest feedback onMedallia. Communication between the property and the guest, via email, shouldbe completed within three (3) business days of the Medallia survey in an effort to

regain the confidence and loyalty of this customer to the brand. Example emailresponses can be found on MyPortal (Tools/Medallia/Responses).M. On a daily basis, the GM should review and respond to guest feedback on

TripAdvisor. Communication between the property and the guest, via TripAdvisor,should be completed within three (3) business days of the reviewers commentbeing posted, in an effort to regain the confidence and loyalty of this customer tothe brand. RESPONDING TO POSITIVE FEEDBACK. The following are recommended

guidelines when responding to positive comments left by a guest:


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o Thank the guest for staying at the hotel and mention how their business andcomments are valued to the property.

o Personalize the response by referencing the guests original comment (i.e. ifthe guest mentioned how they enjoyed the meal in the restaurant, respondwith We are happy you enjoyed the food in our restaurant and Ill be sure to

pass along your comments to Chef Jeff.)o Invite them to return to the hotel during their next visit to the area.

RESPONDING TO NEGATIVE FEEDBACK. The following are recommendedguidelines when responding to negative comments left by a guest:o Thank the guest for staying at the hotel and mention how their business and

comments are valued to the property.o Inform them that you are disappointed they had a negative experience.o Offer a sincere apology for any complaint left by the reviewer.o Give details on what action will be taken from the feedback (i.e. if the guest

said they were disappointed in the quality of the food, respond by sayingthat a task force has been formed to review the food and beverage quality

and offerings at the property).o Provide an offline channel for continuing conversation (i.e. inform the guest

that you would be more than willing to discuss their experience viatelephone or email).

2104.00 QUALITY

2104.01 PHYSICAL INSPECTIONS

Each RAMADA property must pass property evaluations and must cooperate fully withRWI to correct any deficiencies noted on the evaluations. Owners and GMs are

responsible for maintaining these quality Standards which RWI will enforce throughperiodic announced and/or unannounced property evaluations by the Quality AssuranceDepartment.

A. In accordance with the Franchise Agreement, each RAMADA property isrequired to permit regular inspections of all accommodations, facilities, andprocedures by Quality Assurance Consultants (QAC) at such times as may bedeemed necessary by RWI, and to give free lodging to any such QAC on officialduty for whatever period of time may be reasonably necessary.

B. The GM and/or the manager-on-duty of the RAMADA property shouldaccompany the QAC on the inspection and review the report before the QAC

leaves the property.C. A "zero-based" Quality Assurance scoring system is used with the followingscore breakdown:

GRADE SCORE RANGEA 0 50B 51 - 200D 201 - 400

F (Fail) 401 +


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D. Those properties receiving a total of forty-one (41) or more points inhousekeeping will receive an automatic failure.

E. Any item not meeting a RAMADA Standard could be subject to penalty pointassessment; and if not cured by the next inspection, points will double.

F. Failure to remedy any deficiencies contained in the Quality Assurance EvaluationReport that result in failure to maintain the minimum passing score will bedeemed a violation of System Standards and constitute grounds for default of thefranchisee under the Franchise Agreement.

G. The franchisee must pay a reinspection fee upon the occurrence of any of thefollowing failures: The property fails to meet the minimum passing score on a routine quality

assurance evaluation; The property receives forty-one (41) or more points on housekeeping on

routine quality assurance evaluation; The property denies a QAC the opportunity to perform a complete routine

evaluation;RWI may also assess a reinspection fee against a franchisee if: The property receives a letter of non-conformance or a notice of default for

failure to meet System Standards The property fails to complete any items on its property improvement plan or

punch list by the due date for such improvements.The reinspection fee is currently $1,700, but is subject to change from time to timeby RWI by modifying these System Standards. The reinspection fee will be billedno later than the month following the re-inspection. Any property that has beenassessed a reinspection fee of $1,700 on or after January 01, 2010 may qualify forreimbursement of $1,200, provided all of the following criteria are met:

This is the propertys first QA failure. The property receives a minimum of a B grade on the QA re-inspection For the sixty (60) day period immediately after the passing QA re-inspection,

the property attains an average Medallia +GX Overall Satisfaction Scorerating of an A grade. A minimum of twenty (20) Medallia surveys during thisperiod is required.

There are no other uncured defaults under the propertys franchise agreementat the time of the reimbursement request or at the time the credit is to beposted.

If the property satisfactorily meets the above four (4) conditions, it must submit areimbursement request in writing or e-mail within sixty (60) days of meeting the

reimbursement qualification to their Director of Operations and Support (DOS).

2104.02 MYSTERY SHOP INSPECTIONS

The goal of the Mystery Shopper is to provide the owner and hotel management with anassessment of the hotels accommodations and service from a guest perspective, fromthe moment they make their reservation, through the pre-arrival and check-in phases, andduring the entire stay at the hotel, including their check-out experience, the results ofwhich may be used by the property to correct deficiencies and improve the propertys


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overall level of quality and service. Handled by a third party company, FreemanCorporation, the Mystery Shopper will follow a standard evaluation procedure that, whencompleted, will provide an overall assessment of the propertys accommodations andservice as observed and experienced by the Mystery Shopper during the period of theevaluation.

A. Evaluation Process. The frequency with which a hotel receives a Mystery Shop Evaluation will vary

based on its quality performance. All Mystery Shopper evaluations will be unannounced and will generally take

twelve (12) to fifteen (15) hours to complete, consistent with the time anovernight registered guest would stay at the hotel. Additional time may berequired depending on the size and special circumstances associated with thehotel.

The on-site portion of the evaluation will be performed on all interior andexterior public areas routinely open, obvious, visible and accessible by a

registered guest of the hotel as well as the guest room assigned to the MysteryShopper.

Upon completion of the evaluation, the Mystery Shopper will forward theevaluation results to the Mystery Shopper Administrator. Freeman Corporationwill convert the results to an electronic document that will be transmitted toRAMADAs Quality Assurance Department and to the GM via e-mail within five(5) days of the evaluation.

B. Mystery Shop Grading System.The Mystery Shoppers evaluation will be based on a percentage basis of zero (0)to one-hundred (100). The four (4) major categories are: Services

Guest Room Food & Beverage HousekeepingAdding the scores from the four (4) primary categories will produce an overallpercentage rating and determine the propertys quality rating based on thefollowing criteria:

A = 90% - 100%B = 80%_ - 89%D= 70% - 79%F = 69% and below

2105.00 ASSOCIATES

Associates must be cordial at all times and dedicated to serving the guest in a courteousand professional manner. They must be trained and uniformed to reflect to the guest thehighest Standard of operating policies. Special badges are recommended to identifytrainees.


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2105.01 ASSOCIATES - TRAINING

A. In order to maintain high standards in all areas, each RAMADA property shouldestablish appropriate orientation, training and development programs for its staff.

B. RWI or WHGs School of Hospitality Operations (SoHO) may offer at their

corporate offices or at another location they designate an orientation trainingprogram for owners and GMs. In addition, they may administer certaindiagnostic tests via the Internet to measure the skill set of each propertys GMand, based in part on their score, offer certain Internet-based training as asupplement to the classroom training experience.

C. The propertys initial GM of Record for the property must complete orientationtraining to RWIs satisfaction no later than ninety (90) days after the propertysopening date. Any replacement GM must complete orientation to RWIssatisfaction within ninety (90) days after he/she assumes the position. The GMfor the property must complete orientation even if the franchisee employsmanagers at other Ramada properties who have already received this training.

Unless otherwise provided in the Franchise Agreement, RWI or WHG chargestuition for orientation for the propertys initial GM. This tuition is currently $1,500,but is subject to change from time to time by RWI by modifying this SystemStandard. For any replacement GM the tuition will be the amount then in effectfor the program when the manager attends the program. All GMs must alsocomplete recertification training every three (3) years and pay the tuition then ineffect for this program. In addition to tuition, a property must pay for itsmanagers travel, lodging, meals, incidental expenses, compensation andbenefits for him/her to attend any of the above programs. WHG may also chargeNo-Show Fees or Cancellation Fees if a propertys GM fails to attendorientation within the required time period, is a no show, or fails to notify RWI or

WHG at least seven (7) days in advance that he/she will be unable to attend ascheduled program. (See Paragraph F below.)D. If this is the propertys first System franchise, or the owner has not attended

orientation within the last two (2) years, the owner (or a person with executiveauthority if the owner is an entity) must attend orientation preferably before, but nolater than ninety (90) days after, the opening date of the property. Financialinstitutions and real estate mortgage investment conduits are exempt from theobligation to attend orientation, but may choose to do so at their option. Tuition fororientation is currently $1,500, but is subject to change from time to time by RWIby modifying this System Standard. Tuition is payable by the scheduled date forthe program. The property must also pay for the owners travel, lodging, meals,

incidental expenses, compensation and benefits while attending the program. Inaddition to owner orientation, RWI or WHG may require first time owners toattend up to four (4) additional courses within six (6) months of the opening dateof the property. Tuition for these courses is currently $250, but is subject tochange from time to time by RWI by modifying this System Standard. No-Showfees or Cancellation Fees may be imposed under certain circumstances. (SeeParagraph F below.)

E. RWI may require an owner, GM and/or property staff to participate in remedialtraining if the property receives a D or F (or equivalent score) on a qualityassurance inspection, a D or F +GX score on Medallia electronic guest surveys


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(or equivalent evaluation system), or experiences significant complaints to RWIsCustomer Care Department, as determined by RWI in its sole discretion. Thistraining may be offered at RWIs corporate offices, at a regional location, on-line orat the property. The training may be in the form of one (1) or more classes heldat different times and locations. The property must pay the tuition in effect for this

program when it is offered. If the training is provided at the property, it must providecomplimentary lodging for the trainers. In addition, if at the time of the propertysinitial post-opening Quality Assurance inspection, the property receives (i) afailure rating on guest room cleanliness and (ii) an average Medallia score of Fon cleanliness of guestroom category or cleanliness of bathroom category, basedon a minimum of ten (10) electronic Medallia guest surveys, the property musttake a one (1) day, on-site remedial class on housekeeping within sixty (60) daysafter the inspection. The tuition for this class is currently $800, but is subject tochange from time to time by RWI modifying this System Standard.

F. If an owner, GM, or another member of the propertys staff registers for a trainingprogram but fails to attend such training program as scheduled without notifying

RWI or WHG in advance, RWI or WHG may charge a No-Show Fee of fiftypercent (50%) of the tuition for the program. If a GM does not register for andattend orientation within the required time period, RWI or WHG may charge a fee ofone hundred percent (100%) of the tuition for the program. If an owner, GM oranother member of the propertys staff cancels participation in any trainingprogram less than seven (7) days before it is scheduled to be held, RWI or WHGmay charge a Cancellation Fee of twenty-five percent (25%) of the tuition forthe program. No-Show and Cancellation Fees are in addition to the tuition aproperty will have to pay at the then offered rate when the owner, GM or othermember of the staff attends the program. RWI or WHG may assess additionalNo-Show or Cancellation Fees for continued failures. Cancellation and No-Show

Fees are subject to change from time to time by RWI by modifying this SystemStandard.

2105.02 ASSOCIATES - APPEARANCE

The image projected by associates is essential to reinforcing the guest's positive view ofthe RAMADA System. Personal appearance Standards are as follows:

A. Hair must be clean, combed and of moderate length. Hair must be covered with ahat or net where required by position.

B. Good hygiene includes clean body, hands, fingernails and face.

C. Clothing must be clean, pressed, tasteful, and free of spots, tears or worn spots.D. Footwear must be whatever has been prescribed for the position by management.E. Jewelry must be limited and in keeping with a businesslike appearance.F. Tattoos and body piercings should be hidden from the guests view.G. Associates must not smoke in view of guests during service hours. Smoking is

permitted only in designated areas and NOT permitted at the front entrance doorof the property.


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2105.03 ASSOCIATES - UNIFORMS

Each associate must wear a RAMADA approved uniform for the position he/she isworking, including a nametag. The GM/manager-on-duty must be dressed inprofessional business attire with a name tag at all times. Uniforms must be coordinated

and complement the work environment, culture, theme and dcor of the property.Jeans and sweat suits are never an acceptable uniform alternative. The approveduniform package can be found on MyPortal (Departments/QualityAssurance/Operational Standards/Uniform Program). The approved name tag graphicscan be found on MyPortal (Departments/Marketing/Graphic Guidelines andTemplates/MarketRAMADA.com).

A. FRONT DESK. The property has three (3) choices of uniform styles for the frontdesk associates: business, casual and resort. The requirements are outlinedbelow for each style. During cold temperatures, sweaters and blazers as offeredbelow may be worn. Appropriate shoes are required.

CASUALMEN WOMEN

Slacks (B, D) Slacks or Skirt (B, D)Button Down Shirt-Long or Short Sleeve (W, B, R) Button Down Shirt-Long or Short Sleeve (W, B, R)V-Neck Polo Shirt (W, B, R) V-Neck Polo Shirt (W, B, R)Minimum Requirement: Slacks/Skirt and ShirtColor Code: B=Black, D=Dark Khaki, W=White, R=Red

RESORTMEN WOMEN

Shorts (B, D) Shorts or Skirt (B, D), or Skort (W, T)Camp Shirt (seven tropical color design choices) Camp Shirt (seven tropical color design choices)

Minimum Requirement: Shorts/Skirt/Skort and Camp ShirtColor Code: B=Black, D=Dark Khaki, W=White, T=Tan

BUSINESSMEN WOMEN

Slacks (B, C) Slacks or Skirt (B, C)Dress Shirt (G, W) Blouse (B, C, M, I, G, W, R)Blazer (B, C) Blazer (B, C)Tie (R, B, S) Scarf for neck or belt (Coral Stripe or Black Taupe)Vest (B,C) or Sweater Vest (B) Tie Front Short Sleeved Sweater (B, R)Polo Sweater (B) Twin Sweater Set (B, C, I)V-Neck Sweater (B)Minimum Requirement: Slacks/Skirt and Dress Shirt/Blouse/Sweater. Optional Items: Blazers and Vests/Tiesand ScarvesColor Code: B=Black, C=Charcoal, G=Grey Herringbone, W=White, M=Multi-Stripe, I-Ivory, R=Red, S=Silver


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B. HOUSEKEEPING. The property has two (2) choices for the housekeepingdepartment: business and casual. Properties in resort destinations may use theresort option as described under the Front Desk section. Scrubs are notpermitted. Tennis shoes are acceptable provided they coordinate with theuniform. Coordinated work shoes are highly recommended. During cold

temperatures, sweaters, jackets or coats may be worn (must be conservative instyle). Purchasing uniform coats or jackets for entire housekeeping staff is highlyrecommended.

BUSINESSMEN WOMEN

Slacks (B, Br, C) Slacks (B, Bu)Shirt (B, Bu, Co) Collar/Patti Tunic (B, Bu, Co)

Collar/Patti Dress (B, Bu, Co)Minimum Requirement: Slacks and Shirt for Men, either Slacks with Tunic or Dress for Women.Color Code: B=Black, Br=Brown, C=Charcoal, Bu=Burgundy, Co=Coal

CASUALMEN WOMEN

Slacks (B, Br, C) Slacks (B)Polo Shirt (R, C, R/B, G/B) Polo Shirt (R, C, R/B, G/B)Minimum Requirement: Slacks and Polo ShirtColor Code: B=Black, Br=Brown, C=Charcoal, R=Red, Bu=Burgundy, Co=Coal, R/B=Red and Black, G/B=Greyand Black

C. ENGINEERING. The property has two (2) choices for the engineeringdepartment: business and casual. Properties in resort destinations may use theresort option as described under the Front Desk section. Scrubs are notpermitted. Coordinated work shoes are required, tennis shoes are not permitted.During cold temperatures, sweaters, jackets or coats may be worn (must beconservative in style). Purchasing uniform coats or jackets for entire engineeringstaff is highly recommended.

BUSINESSMEN WOMEN

Slacks (B, C) Slacks (B, C)Work Shirt-Long or Short Sleeve (B, G) Work Shirt-Long or Short Sleeve (B, G)Minimum Requirement: Slacks and Work ShirtColor Code: B=Black, C=Charcoal, G=Grey

CASUALMEN WOMEN

Slacks (B, C) Slacks (B)Polo Shirt (R, C, R/B, G/B) Polo Shirt (R, C, R/B, G/B)

Minimum Requirement: Slacks and Polo ShirtColor Code: B=Black, C=Charcoal, R=Red, R/B=Red and Black, G/B=Grey and Black

D. FOOD AND BEVERAGE. The property has three (3) choices for the food and

beverage department: business, casual and resort. Coordinated work shoes arerequired, tennis shoes are not permitted. During cold temperatures, sweaters,

jackets or coats may be worn (must be conservative in style).


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BUSINESSMEN WOMEN

Slacks (B) Slacks or Skirt (B)Dress Shirt (B, W, R, S) Blouse (B, W, R, S)Tie (R, B, S) Scarf for neck or belt (Coral Stripe or Black

Taupe)

Apron (R, B) Apron (R, B)Minimum Requirement: Slacks/Skirt, Dress Shirt/Blouse, and ApronOptional Items: Ties/ScarvesColor Code: B=Black, W=White, R=Red, S=Silver

CASUALMEN WOMEN

Slacks (B, D) Slacks or Skirt (B, D)Button Down Shirt-Long or Short Sleeve (W, B, R) Button Down Shirt-Long or Short Sleeve (W, B, R)V-Neck Polo Shirt (W, B, R) V-Neck Polo Shirt (W, B, R)Apron (R, B) Apron (R, B)Minimum Requirement: Slacks/Skirt, Shirt, and ApronColor Code: B=Black, D=Dark Khaki, W=White, R=Red

RESORT

MEN WOMENShorts (B, D) Shorts or Skirt (B, D), or Skort (W, T)Camp Shirt (seven tropical color design choices) Camp Shirt (seven tropical color design choices)

Minimum Requirement: Shorts/Skirt/Skort and Camp ShirtColor Code: B=Black, D=Dark Khaki, W=White, T=Tan

E. MISCELLANEOUS DEPARTMENTS. There is a specific uniform package

available for Bellmen, Doormen, Van Drivers, Banquet, Chefs and Kitchen staff inthe Cintas catalog found on MyPortal (Departments/QualityAssurance/Operational Standards/Uniform Program)

2105.04 ASSOCIATES - GLOBAL SERVICE CULTURE

All associates must be aware of the RAMADA vision: i am committed to creating caringexperiences every person, every time. They should know and follow the sixcommitments:A. READY. i am ready to take care of my guests with a smile and great attitude. i

am ready with my uniform and name tag. i am ready to help my co-workers.B. ANTICIPATING. i am anticipating my guests needs, thinking ahead, and

providing great service because I know what they go through when traveling.C. MAKING A CONNECTION. i am making a connection with guests by smiling,

looking into their eyes, and using their name. i am making a connection with the

right body language and a happy, caring tone in my voice.D. AWARE. i am aware of my hotels amenities and services. i am aware of myhotels surrounding area in order to give good directions and proper information.

E. DELIGHTFUL. i am delightful and care about the little things my guests expect. iam delightful and never use the word no when I talk to my guests and co-workers.

F. APPRECIATIVE. i am appreciative, thank my guests often, and invite them toreturn. i am appreciative to be associated with my RAMADA and RAMADAWorldwide. i am appreciative to my co-workers.


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2106.00 CREDIT AND PAYMENT

Guests must be allowed to pay their lodging and food bills by cash, credit card, voucheror direct billing (if previously arranged and approved).

A. Policies and procedures relating to the payment of guest accounts, including a listof approved credit cards, should be kept at the front desk at all times. Allproperties must accept the following approved credit cards in payment of lodging,restaurant and lounge bills: American Express Diners Club MasterCard Visa Discover Card Optima JCB Card

B. Each hotel must also accept all debit cards from any of the above credit cardcompanies for any transactions.

C. Any guest-disputed charges or accounts must be acknowledged and resolvedwithin three (3) business days from notice of dispute. (See Customer Care#2103.00)

D. Properties shall not express a preference for one (1) credit card over another andshall not discourage a guest from using any of the above credit cards.

2107.00 TELEPHONE OPERATION

A. Guest telephone service must be maintained 24-hours a day.

B. Local calls and 1-800-calls from the guestroom should be provided free of chargeto the guest.

C. Telephone calls must be answered within three (3) rings. An auto-answer systemis acceptable.

D. Greetings must include the time of day, the property name or location, andassociates name (i.e. "Good Morning, RAMADA Downtown, this is (your name).How may I help you?").

E. Calls must never be answered and callers immediately asked, "Can you hold?"and then be left holding on a dead line with no opportunity to say anything.Anyone put on hold must be "attended to" every thirty (30) seconds.

F. A voice mail system is required. Should it be requested by the caller, messages

must be taken in a courteous and businesslike manner by properly trainedtelephone associates and recorded on a telephone message form.

G. In order to ensure guest privacy, callers must not be given a guest's room numberor personal information of any kind and should not be connected to a guest roomunless they know the guests full name.

H. It is recommended that telephone operators have a visible list of emergencynumbers for fire, police, hospital and ambulance service.

I. A list of associates and languages spoken should be available at the switchboard.J. Wake-up calls must be provided for guests who request them.


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2108.00 BELL SERVICE/VAN SERVICE

A. Bell service, when offered, must be provided by properly uniformed, courteous andwell-groomed associates and must be available at a guest's request. Bell service

is required for all RAMADA Plaza Hotels between the hours of 7:00am and11:00pm or a minimum of sixteen (16) hours per day. Bell service must not beforced on a guest.

B. A minimum of one (1) luggage cart is required; and strongly recommended forRAMADA (Inn) and RAMADA Limited.

C. Van service, when offered, must not be forced on a guest, must be timely andprovided by a properly uniformed, courteous and well-groomed associate. If vanservice is advertised on any electronic distribution channel or print media,operating hours and a schedule of van service must be established and posted inthe lobby area. Van service must be free of charge. Guests must be advised ofvan arrival and departure times as accurately as possible; van departures must be

announced in the lobby area. The associate receiving a request for a van pickupmust state his name, record the guest's name and where the guest wishes to bepicked up, advise the guest of the approximate waiting time, and transmit thisinformation to the van driver.

D. The hotel van provides the first impression to the guest. Vans must be clean, wellmaintained and be provided with a professionally-made non-smoking sign.

E. Signage promoting brands other than RAMADA facilities is prohibited. Van type,color and marking requirements can be found on MyPortal(Departments/Marketing/Graphic Guidelines and Templates/BrandRamada.com/Signs/Shuttle).

2109.00 SAFETY DEPOSIT BOXES

The following Standard is applicable to U.S. properties only:A. Each property must have a sufficient supply of complimentary guest safety deposit

boxes located behind the front desk area.B. A notice that such storage is available must be posted.C. Only one (1) set of keys must be maintained for safe deposit boxes.

2109.01 IN-ROOM SAFE

A. In-room safes are recommended in each guestroom. Safes are required to be

pedestal mount and the size must accommodate a laptop computer. Safes musthave electronic keypad entry with a trailing feature.B. Properties may NOT participate in revenue sharing programs. Properties may

NOT charge a fee for in-room safes.

2110.00 MISCELLANEOUS SERVICES

A. The following must be kept at or near the front desk: Writing materials (pens, and note/message pads)


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Printed directions to places of worship, local attractions, shopping andrestaurants; local telephone directories, airline schedules, local road maps, etc.

Additional guest supplies (soap, towels, cups, etc.)B. The property must stock Distressed Traveler Items consisting of the following:

Razor

Deodorant Shave Cream Toothpaste Toothbrush CombThese items are to be available either as a complete packet or as individual items,free of charge, at the front desk.

C. It is recommended that the following be kept at or near the front desk: Emergency procedures First Aid Kit with the following suggested supplies:

Bandages in assorted sizes Gauze Pads Roller Gauze Cold Pack First Aid Tape Latex Rubber Gloves Burn Cream Antiseptic Eye Wash

It is suggested that expiration dates are checked quarterly.D. Guest mail must be stamped with date and time of receipt and held no longer than

ten (10) days unless the guest leaves other instructions. Guest mail must be given

only to the addressee unless the guest gives other authorization.E. RAMADA Plaza Hotels must have foreign currency exchange information

available.F. A facsimile (FAX) message sending and receiving service must be located in the

vicinity of the front desk and must be available to the guest 24-hours a day. Thehotel staff must be available to assist the guest.

2111.00 COMPLIMENTARY WEEKDAY NEWSPAPERS

Complimentary daily newspapers shall be available as a guestroom amenity.

A. All U.S. properties must provide complimentary USA Today newspapers Mondaythrough Friday. At a minimum, these newspapers will be made available at thefront desk, in the hospitality room (for RAMADA Limited properties) and at therestaurants host/hostess station (for RAMADA and RAMADA Plaza Hotelproperties). While not required, it is recommended that the newspapers bedelivered to the guests door. Delivery to all Wyndham Rewards guestrooms isstrongly recommended. Properties with seventy-six (76) guestrooms and abovemust provide a minimum of twenty-five (25) copies per day. Properties with lessthan seventy-five (75) guestrooms must provide a minimum of ten (10) copies


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per day. Applicable to U.S. properties only.B. All Canadian properties must provide complimentary newspapers Monday

through Friday (either Globe & Mail or The National Post are highlyrecommended). At a minimum, these newspapers will be available at the frontdesk, in the hospitality room (for RAMADA Limited properties) and at the

restaurants host/hostess station (for RAMADA and RAMADA Plaza Hotelproperties). While not required, it is highly recommended that the newspapersbe delivered to the guests door. Delivery to all Wyndham Rewards guestroomsis strongly recommended. Properties with seventy-six (76) guestrooms andabove must provide a minimum of twenty-five (25) copies per day. Propertieswith less than seventy-five (75) guestrooms must provide a minimum of ten (10)copies per day. Applicable to Canadian properties only.

2112.00 WYNDHAM REWARDS

A. Wyndham Rewards, WHGs guest loyalty program, is a mandatory marketing

program. Wyndham Rewards is a points-based program which awards guests fordollars spent on qualified room rates at all RAMADA properties and other WHGhotels and on products and services from affiliated and non-affiliated participatingpartners, which guests can redeem for free room nights and other rewards. Allproperties must fully participate in the Wyndham Rewards program as outlined inthe Wyndham Rewards Front Desk Guide and other program materials, as revisedfrom time to time, which are incorporated into this System Standard. Thisparticipation includes, but is not limited to: Complying with all technology requirements; including acquiring, maintaining

and upgrading computer hardware, software, and Internet and/or othercommunication service to ensure a fully operational system at all times.

Offering, accepting, processing and reporting new member enrollment, memberstay information, and other required information on a daily basis. Honoring all member free night stay redemptions which are booked through the

designated Wyndham Rewards channels. Reservations must be honored on alast room availability basis, and no blackout dates or other restrictions will bepermitted.

Complying with all mandatory Wyndham Rewards training and certificationprograms for property management and staff.

Paying all property participation fees established for Wyndham Rewards(currently 5% of the room rate paid by a member at a qualifying rate) on atimely basis in accordance with program procedures.

Promoting and advertising Wyndham Rewards through on-property collateral,marketing materials, and other means in accordance with program guidelines.

Treating all Wyndham Rewards members as valued customers of RWI and yourproperty.

B. Members who stay at any RAMADA property will earn ten (10) WyndhamRewards points, two (2) airline miles in a participating airline rewards program, ortwo (2) rail points in the Amtrak rewards program (as the member chooses inhis/her member profile), per dollar (USD) spent at a qualifying room rate at theproperty. Qualifying room rates include all room rates except for the following:


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employee, travel agent education rate, group, wholesale, transportation/crew,master account, or Wyndham Rewards free night stays. Members do not earnpoints, airline miles or rail points on taxes, food and beverage, telephone andother incidental expenses.

C. The Wyndham Rewards program will proactively match members qualifying

stays to their accounts regardless of whether the member presents hismembership card to the property during the stay or whether the property includesthe members membership number on the stay record.

D. Properties must honor all free night stay redemptions for their property.Properties will be reimbursed for the free night stay as follows: If the propertys occupancy on the day the free night stay is consumed is

ninety percent (90%) or greater, the property will be reimbursed at onehundred ten percent (110%) of its average daily rate for such date.

If the propertys occupancy on the day the free night stay is consumed is lessthan ninety percent (90%), the property will be reimbursed at seventy percent(70%) of its average daily rate for such date.

If the reimbursement amount is less than $25, the property will be reimburseda flat rate of $25. Reimbursement will appear as a credit on the propertysmonthly statement.

E. Travel Rewards can modify, delete or add new terms and conditions for theWyndham Rewards program at any time without notice to members. TravelRewards can terminate the Wyndham Rewards program at any time upon six (6)months notice to members, without further obligation to members.

2113.00 ADDITIONAL PROGRAMS AND PROMOTIONS

A. Any system-wide promotion mandated by RWI or WHG must be advertised and

displayed as directed.B. All promotional or informational materials must be restricted to one (1) area.

Examples of such materials are: In-house promotions Brochures describing tours and local attractions Informational signs

C. A brochure rack is recommended and should be located in the lobby or a nearbytraffic area that is visible to guests. The brochure rack must contain only anassortment of RAMADA brochures as well as local attraction brochures.Brochures using non-approved cover format, promoting other hotel brands, orusing improper logos must not be displayed.

D. Individual property 800 toll free numbers or individual web sites are not to bepublished in any RWI directories, brand website or advertising unless specificallyauthorized by RWI.

2114.00 TRADEMARKS AND ADVERTISING

Advertising for any RAMADA property, regardless of its purpose, must meet the higheststandards of ethics and good taste. Proper use of trademarks, service marks, theRAMADA name and logos can be found on MyPortal (Departments/Marketing/GraphicGuidelines and Templates/BrandRamada com)


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A. The proper RAMADA tier logo must be used, and faithfully reproduced, on allitems and supplies.

B. Whenever the trademarks, service marks, and name of "RAMADA" are used, theymust be reproduced exactly as they are registered, with the registration mark

clearly shown. They must not be placed on any construction surfaces from whichthey cannot be easily removed.

C. A property may use the service mark RAMADA in a private URL provided theymeet the following requirements first: The URL name is only used in conjunction with a destination approved by RWI. The URL receives written approval from RWI. A link for booking reservations must be directed to ramada.com and no other

third party booking channel. All RAMADA logos and service marks on the website must be in accordance

with the RAMADA brand identity standards. Upon termination or expiration of the Franchise Agreement, the Franchisee

must assign all rights in the URL back to RWI without payment of anyconsideration.

D. Any display advertising in any publication must utilize current graphics.E. False or misleading bait-and-switch advertising, or any advertising that might be

considered improper, illicit, or immoral, is strictly prohibited.F. Rack brochures for each RAMADA property must comply with current graphic

guidelines.G. The following wording is required on all printed material that includes the RAMADA

logo or name: "Operated under a Franchise Agreement with RAMADA Worldwide,Inc." This is required for any printed material that could be interpreted orconstrued as a contract (i.e. folios, hotel stationery, banquet contracts, etc.).

H. All courtesy vehicles used by a RAMADA property must carry Standard decals,color, insignia and advertising for an individual RAMADA property's own facilities.

2114.01 INTERNET PHOTOGRAPHY

A. All RAMADA properties must display photographs taken by RWIs designatedand/or approved photographer on the brands website, ramada.com. A minimum of six (6) photos must be taken of each property:

o Exterior with signage (1)o Lobby/front desk (1)o Standard room types (2)

o Guest Bath (1)o Food & Beverage (1)

Continental Breakfast (RAMADA Limited) (1) Restaurant or Continental Breakfast and Mart (RAMADA) (1) Restaurant (RAMADA Plaza Hotel) (1)

Up to four (4) additional photos are optional based on property offerings:o Specialty type room (i.e. suite or whirlpool room) (1)o Swimming pool (1)o Lounge (1)


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o Exercise facility (1)o Business center (1)o Meeting, board or banquet room (1)

2115.00 FIRE PROTECTION

Franchisees are required to comply with all applicable laws, codes and regulations inthe operation and maintenance of their properties, including those relating to fireprotection and safety. These may require, among other things, the installation in certainareas of the hotel of smoke detectors, fire extinguishers, fire alarms, fire exit signageand emergency lighting; construction and furnishing the hotel with certain fire retardantmaterials; and/or establishing emergency evacuation procedures.


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III. GUEST ROOM AND BATH

RAMADA approved professional interior design schemes (RAMADA Guest Room DesignPackage and RAMADA Guest Bath Design Package) are available and are to be usedupon future replacement and/or renovation of existing furnishings. Any deviation from theRAMADA approved design schemes must be submitted to RWI for review and approval.These furnishing Standards are absolute minimum Standards and do not limit the qualityof a proposed project or design solutions to specific problems or market demands. TheRAMADA Guest Room and Guest Bath Design Packages can be found on MyPortal(Departments/Construction and Renovation Services/Interior Design Resources)

2200.00 GUESTROOM

A. Guestrooms must be a minimum of 288 square feet, including the bath, entry anddressing areas.B. Heat and air-conditioning should be conveniently located through individual wall

units. There shall be easily accessible controls, offering the guest control of heator air-conditioning. A two-pipe system is not acceptable.

2200.01 GUESTROOM NON SMOKING

A. A minimum of eighty percent (80%) of all guestrooms must be set aside anddesignated as non-smoking rooms. Prior to designating rooms as non-smoking, itis required that the following steps be taken to thoroughly clean and prepare them

for use: Replace or shampoo carpet Replace or dry clean drapes, bedding, pillows, lamp shades Wash all furniture and wall surfaces Remove all ashtrays and matches Place appropriate signage on exterior of guestroom door indicating a

non-smoking roomB. Non-smoking room types must be designated in the Central Reservation System

(CRS).C. It is required that a sign be prominently placed at the front desk indicating to

guests that non-smoking rooms are available at the hotel.

D. Non-smoking rooms must be offered at check-in.E. Non-smoking rooms must not be rented to a smoker.F. Should the property decide to charge a penalty for smoking in a non-smoking

room, an agreement on the folio describing the penalty charge is stronglyrecommended.

G. Tent cards are permitted in the guestroom indicating a cleaning chargeassessment for guests that smoke in non-smoking rooms. Approved RWI designand graphics can be found on MyPortal (Departments/Marketing/GraphicGuidelines and Templates/MarketRamada.com).


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2200.02 GUESTROOM - SUITE

A. For a property to receive approval to use the HOTEL AND SUITES designationin their property name, they must meet all of the following requirements: aminimum of ten percent (10%) of total guestroom inventory in CRS must be suite

room types as described below in Paragraph B, interior corridor, full servicefood and beverage, meeting and catering facilities. For a property to receiveapproval to use the INN AND SUITESdesignation in their property name, theymust meet all of the following requirements: a minimum of ten percent (10%) oftotal guestroom inventory in CRS must be suite room types as described belowin Paragraph B, exterior corridor, Continental Breakfast and RAMADA Mart,minimal meeting space.

B. In order for a guestroom to be designated as a Suite room type in RAMADAdistribution channels, the following requirements must be met: Definition: two (2) bay rooms with normal length, (1 to 2) 11-4 X 26-0

minimum interior to interior wall surface. Each suite must include separate

living room, kitchen area, bedroom and full bathroom. The one bay is toinclude sleeping quarters, the second bay is to include the living quarters.The passage between each room is to be a minimum of a three (3) foot clearopening. The sleeping area may be half of a bay, 11-4 X 12-4 internalclear distance but must not include other areas such as the bathroom andcloset area.

Furniture:o Sleeping quarters, the following furniture is required and must meet

Standards as outlined in this Manual (#2203.00): One (1) king bed or two (2) queen beds One (1) dresser/credenza/media chest

Two (2) night stands for a king bedded room, one (1) nightstand for aroom with two (2) queen beds. One (1) remote control color television meeting current RWI standards

(#2203.00 - I) One (1) telephone beside the bed Minimum of two (2) light sources

o Living quarters, the following furniture is required and must meet brandStandards as outlined in this Manual: One (1) sleeper sofa One (1) lounge chair with ottoman One (1) coffee table

One (1) work desk with ergonomic chair or one (1) activity table withtwo (2) activity chairs One (1) remote control color television meeting current RWI standards

(#2203.00 - I) One (1) telephone beside the bed Minimum of three (3) light sources

o Kitchen area, the following shall be a minimum to be included in this area: One (1) microwave One (1) mini-refrigerator


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C. All Suite guestrooms must still provide all the required guestroom furnishingslisted in the RWI Standards of Operation and Design Manual.

2201.00 ENTRANCE AND CONNECTING DOORS

A. Guestroom numbers must be installed five (5) feet from the floor to the bottom ofthe sign on the wall of the opening side of the door. Sign plaque minimum sizemust be 2 high x 5 long. All sign plaques must be professionally made.Numbers must be no less than 1 high and Helvetica typestyle is recommended.

B. Minimum door width size is three (3) feet.C. A threshold must be provided at each exterior entrance door.D. Interior guestroom entrance doors must be self-closing and self-locking.E. A door stop must be mounted on the door or on the opposing wall.F. All properties must have an approved Electronic Lock System installed on eachguest room door. Electronic locks must meet the following specifications:1. Locks must rekey with each room rental. Any and all previous key cards must be

automatically voided with each rental.2. Each lock system must have a power down backup system. This is to be used if thereis an interruption in power supply to the property so that guests may continue to bechecked in and the system continues to be serviced.3. Individual locks must have emergency override capabilities. Emergency keys must beable to retract the deadbolt and latchbolt.4. Each lock system must provide an audit trail and individual locks must have aninterrogation feature.5. A full mortise lockset is required to include a two point latching system.6. Deadbolts must be a full one inch hardened steel bolt that is thrown or projected with aguest operated turnpiece inside the guest room.

7. Latchbolts must have " throw with a dead locking latch feature.8. Locksets must have an anti-panic feature whereby the deadbolt and latchbolt areretracted simultaneously by the guest when exiting the room.9. When the deadbolt has been thrown or projected by the guest, all key cards, includinghousekeeping keys, must be inoperable. This excludes the emergency key.10. All locks and door hardware, including secondary locks must be in compliance withall applicable federal, state and local laws, codes, ordinances and regulations.G. A secondary lock utilizing a safety U-bar is required. Chain locks are not

acceptable.H. A "one-way" peephole with vision restricted inward must be installed in the center

of the door at five (5) feet above floor level and 42 above floor level for accessible

guestrooms.I. The following information must be posted on or near the inside of the entrancedoor: Current room rates Check-out time Extra person and rollaway charges State/Province hotel law, if applicable Emergency fire evacuation procedures and/or graphic routing plan

J. Interconnecting guestroom openings must have two (2) doors, solid core 1 thickwith a minimum width of three (3) feet. Each connecting door must be operable


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from the guestroom side only. A mortised, thumb-turn deadbolt with a 1 minimumthrow that protrudes through the frame, and a pull knob or lever are required onthe operable side of the door. A blank plate barring access to any screws or boltsmust be placed on the opposing guestroom side of the door. Hardware mustcoordinate with entry door hardware.

You must ensure all connecting doors are in compliance with all applicable federal, stateand local laws, codes, ordinances and regulations.K. You must ensure all windows, sliding glass doors, and balcony door locks are incompliance with all applicable federal, state and local laws, codes, ordinances andregulations, including window stops that restrict the window from opening a set amount.

Reminder: Franchisees are required to comply with all applicable laws, codes andregulations in the operation and maintenance of their properties. This may requireproperties to post a professionally printed information sheet on the back of eachguestroom door which includes such information as a fire exit diagram, evacuationprocedures, information on room rates and charges, check-out times, the use of

door viewers and safety chains for security purposes, and other information.Check your local laws.

2202.00 CLOTHES CLOSET AREA

A. RAMADA (Inn) and RAMADA Limitedproperties must have minimum 30"w x 24"dwall-mounted chrome clothes rack. An enclosed closet area is highlyrecommended for RAMADA (Inn) and RAMADA Limited properties. Theguestroom closet area should not be exposed or visible from the bedroom. It isrequired that RAMADA Plaza Hotels have an enclosed closet area at least48"w x 24"d with swinging or sliding doors.

B. The closet must have eight (8) removable, matching wooden hangers, traditionalhook style. Three (3) of these hangers must have skirt clips.C. Two (2) laundry/valet bags with laundry/valet lists must be provided.D. A folding luggage rack must be provided to store luggage. This luggage rack

should be stored in the closet area when not in use. A luggage bench, as part ofthe furniture package, is an acceptable alternative.

E. All guestrooms are to have an iron, full-size ironing board and iron organizer.The iron should be non-stick with a Teflon finish. These items should be storedin an iron organizer that is hung in the closet.

2203.00 GUESTROOM FURNITURE/FIXTURES/EQUIPMENT

Furnishings must conform to specifications set forth in the approved RAMADA GuestRoom Design Package. The RAMADA Guest Room Package can be found on MyPortal(Departments/Construction and Renovation Services/Interior Design Resources). Uponreplacement and/or renovation, only approved guestroom design packages are to beused. Should a property deviate from one of these design packages, specifications, colorboards and pictures are to be submitted to RWI for approval. Guestrooms must befurnished with the guest's comfort in mind. All furnishings must be attractive, coordinatedwith the room's decor, comfortable, in excellent physical condition, and free of dust, lint,


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finger marks, smudges, and scratches. Steel furniture is not permitted. The purchase ofpre-owned furniture is not permitted.

A. BED. Each room must have a minimum of one (1) RAMADA approved bed. Theminimum approved RAMADA mattress/box spring for RAMADA (Inn) and

RAMADA Limited is the Simmons Beautyrest Sutherland Pillow Top with theSimmons Beautyrest Classic Trevor Pillow top as strongly recommended.The minimum approved RAMADA mattress/box spring for RAMADA PlazaHotels is the Simmons Beautyrest Classic Trevor Pillow Top with theSimmons Beautyrest World Class Cape Breton Pillow Top as stronglyrecommended. The Serta Concierge Emerald Plus and/or Sealy PosturepedicCS5 Plush are acceptable until which time they need to be replaced; at such timethe property must replace with above Simmons specification. Beds should beking or queen size, double beds are not recommended and twin beds are notacceptable.

B. BED FRAME. The frame must accommodate bedding of a standard width and

length. It must be channel iron or angle, and must be heavy duty with glides orcasters at least 2 in diameter. Custom platform units built to the floor areacceptable and must be recessed 6 on each side and foot of the bed.

C. HEADBOARD. Headboards must be wall mounted with the bottom of theheadboard no lower than 2 below the top of the mattress.

D. DRESSER/CREDENZA/MEDIA CHEST. One (1) unit with at least two (2)drawers is required. Armoires are not recommended.

E. NIGHTSTAND. It is required that nightstands be free standing. One (1) isrequired in rooms with two (2) beds; two (2) are required in rooms with one (1)bed.

F. WRITING SURFACE. One (1) writing/work surface is required in each guestroom.

The following three options are acceptable writing surfaces: one (1) four-leggedactivity table (minimum 27"w x 27"d x 28"h), one (1) desk (minimum 20"w x 36"d x29" h) or one (1) coffee table (minimum 36w x 20d x 18h). A pedestal table is anacceptable option for the activity table.

G. CHAIRS. A minimum oftwo (2) comfortable chairs in each room are required andare to be matched up properly to the writing surface as follows: two (2) fabricupholstered armed chairs for the activity table, one (1) fabric upholstered loungechair with ottoman plus one (1) black, mesh, ergonomic desk chair for the desk, orone (1) fabric upholstered sofa for the coffee table.

H. MIRROR. One (1) full-length mirror (framed recommended) minimum size 14x54plus one (1) framed mirror over the dresser minimum size 24x24. A property

does have the choice to install one (1) full-length framed mirror with a minimumsize of 20"x60", which includes a 1 1/2 frame; at which time the one (1) framedmirror at the dresser (minimum size 24"x24") is no longer required and is optional.Plastic mounting devices are not acceptable.

I. TELEVISION. Currently, a remote control color television set, minimum 25" on aswivel base is the minimum requirement. Effective December 31, 2011, all guestrooms must have one (1) HD LCD 32

commercial-grade flat panel television or larger with a minimum screenresolution of 720p. Televisions must also have a capability of displayingMPEG-4 encoded programming with integrated Pro:Idiom encryption


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capability. All suite guestrooms must have one (1) television meeting theabove specifications per bay.

Remote controls must be provided in guestrooms and must operate on/off,volume, channel selection and closed caption capability. A sleep function ishighly recommended.

All flat panel sets must be secured either by commercial adhesive pads or amounting device bolting the set to the media chest or credenza. Should atelevision be mounted on the wall they must NOT be mounted on the samestud if back-to-back, all wiring must be hidden with attention being paid topotential for noise pass through, and the maximum volume limiter must be seton the unit to minimize potential for noise reverberation in the adjoining room.

Operating instructions with channel numbers for all channels are required.These instructions should be included in the Guest Services Directory, but canbe free standing or a function channel on the television.

It is required that all properties offer five local networks (ABC, CBS, FOX, NBCand PBS); and in HD broadcast. Properties must also offer a minimum of four

(4) ESPN all-sports channels, two (2) all-news channels (CNN and FOX News),and one (1) all-weather channel (TWC). It is recommended (required forRAMADA Plaza Hotel) that a premium channel service such as HBO,Showtime, and/or Starz/Encore be offered. Properties should attempt to obtainat least three (3) channels available in the multi-cast premium package as mostpremium services will offer multiple channels for the same programming price.

A Pay-Per-View Channel for a RAMADA Plaza Hotel is optional. Thefranchisee has the option to provide additional programming at a charge to theguest as long as all the offerings are in good taste and in keeping with theRAMADA image. A lock-out feature is required for all in-room movies.

J. COFFEE MAKER. All guestrooms are to have a 4-cup coffee maker; however, a

one-cup brewing system is an acceptable and a highly recommended alternativeprovided that this brewing system is the RAMADA approved one hundredpercent (100%) disposable CV-1 unit made by Courtesy Products. No other one-cup brewing system is acceptable. The following supplies are required for those guestrooms offering the RAMADA

approved CV-1 one-cup brewing system made by Courtesy Products:o Display basket 1o Instruction Card 1o Filter pack, regular coffee 2o Filter pack, decaffeinated coffee 2o Tea bag (one regular, one decaf) 2

o Packet, sugar 4o Packet, sugar substitute 4o Non-dairy creamer (liquid or powder) 4o Pre-wrapped stirrers 2

The following supplies are required for those guestrooms offering a 4-cupcoffee maker:o Display tray 1o Filter pack, name brand regular coffee 1o Filter pack, name brand decaffeinated coffee 1


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o Tea bag (one regular, one decaf) 2o Packet, sugar 4o Packet, sugar substitute 4o Non-dairy creamer (liquid or powder) 4o Pre-wrapped stirrers 2

K. ALARM CLOCK RADIO. Each guestroom shall be equipped with an AM/FMdigital clock radio alarm located on the nightstand adjacent to the bed. The alarmshall be on the off position and the correct time shall be displayed. It is highlyrecommended that this unit have atomic time automatic reset feature.

L. TELEPHONE. A telephone on the nightstand with direct room-to-room dialsystem, and current dialing instructions are required. The telephone must have aneasily understandable custom faceplate with the RAMADA logo and the correctRAMADA tier designation. The telephone must reach to the writing surface;however a second telephone on the desk is highly recommended. A messagelight is required. Message ringers are not acceptable.

M. CARPET. Carpet must be cut-pile one hundred percent (100%) solution dyed

nylon, wool, computer printed, or other approved material with a minimum densityof 32 ounce per square yard. A commercial grade 32 ounce carpet pad isrequired. Direct glue down carpet without pad is not permitted. Fire resistantmaterials are recommended.

N. WALL COVERING. A property has the choice to cover the guestroom walls with atextured wall finish (i.e. knock down), a durable flat painted finish, a good qualityvinyl (minimum 15 ounce, Type I) or a combination of any of the three (3). Fireresistant materials are recommended.

O. ARTWORK. Wall decoration artwork is required. Each room must have two (2)approved pictures at least 720 square inches (i.e. 24" x 30" minimum) excludingframe, and/or one (1) large approved picture at least 900 square inches (30" x 30"

minimum) excluding frame. All artwork must be matted, framed and enclosed inregular glass. Artwork must be securely mounted to the wall using a concealedmechanism. Security brackets must be provided.

P. DRAPERY. Guestroom windows must have a decorative drape with blackoutcapability. All blackout linings must have the identical appearance fr

Documents

Ramada - Operation Standards