TABLE OF CONTENTS

BOOK ONE - GENERAL PROVISIONS Rule I. Definition and Basic Guidelines Section 2. Definition of Terms.................................................................... 1 Section 1. Title........................................................................................... 1 Page

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 Building Appearance....................................................... 5 Building - Design and Construction Quality........................ 5 Building Condition (wear and tear).................................. 5 Entrance / Exit & Parking................................................... 6 Security.............................................................................. 6 Reception Service Hours................................................ 7 Reception Size................................................................ 7 Reception Seating Area.................................................. 7 Check-in Process............................................................... 8 Luggage Services.............................................................. 8 Porter Services................................................................... 8 Reception Staff Appearance............................................ 8 Reception Service Quality............................................... 9 Reception Services Check-out........................................ 9 Other Arrival / Departure Aspects....................................... 10 Dimension 1. ARRIVAL / DEPARTURE R 1.1 1.2 1.3 1.4 1.5 1.6 1.7 1.8 1.9 1.10 1.11 1.12 1.13 1.14 1.15

Dimension 2: PUBLIC AREAS 2.1 2.2 2.3 2.4 2.5 2.6 2.7 2.8 2.9 2.10 Public Areas - Decoration - Design and Quality................. 10 Public Areas Decoration - Condition and Maintenance..................................................... 11 Public Areas - Furniture Quality...................................... 11 Public Areas - Furniture Condition.................................. 12 Public Washroom Quality................................................ 12 Public Washroom Condition and Cleanliness................. 13 Public Areas - Room Climate............................................. 13 Public Areas Temperature Control Quality................... 13 Public Areas Temperature Control Condition and Maintenance............................................................ 14 Public Areas Lighting Quality....................................... 14
i

 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 Proofing................................................ 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 and Maintenance............................................................ 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
ii

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 6.2 6.3 6.4 Amenities Guest Services............................................... 41 Amenities Wellness Services.......................................... 41 Amenities General Services............................................ 42 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...................................................... Section 2. Procedure for Cancellation and/or Downgrading of Accreditation .........................................
iii

47 48

BOOK SIX SUPERVISION OF ACCREDITED ESTABLISHMENTS Rule VI. Supervision of Accredited Establishments Section 1. Display of DOT Accreditation Seal ....................................... 48 Section 2. Non-Transferability of DOT Accreditation Seal..................... 48 Section 3. Periodic Inspection................................................................ 48 Section 4. Defects and Deficiencies Found During the Inspection........ 48 Section 5. Penalty for Failure to Remedy the Defects, etc.................... 48 Section 6. Advertisements..................................................................... 48

BOOK SEVEN OTHER PROVISIONS Rule VII.Miscellaneous and Transitory Provisions Section 1. Confidential Character of Certain Data................................. Section 2. Circulars ................................................................................ 49 49

Section 3. Separability Clause............................................................... 49 Section 4. Repealing Clause.................................................................. 49 Section 5. Effectivity............................................................................... 49

iv

ACCOMMODATION ENTERPRISE SELF-ASSESSMENT FORM

Name of Enterprise: Address: General Manager: Contact Details: Telephone Number: Website Address: E-mail Address: DIMENSIONS 1. Arrival and Departure 2. Public Areas 3. Bedrooms 4. Bathrooms 5. Food and Beverage 6. Lounge Area * 7. Kitchen Area * 8. Amenities 9. Business practices MY SCORE

TOTAL SCORE
* Applicable to Apartment Hotels only NOTE: YOUR SELF-ASSESSMENT RATING IS NOT YET FINAL. A third party auditor hired by the DOT shall conduct an actual assessment of your enterprise to determine your propertys classification.

COMMENTS: ___________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________

vi

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 1 star 2 star 3 star 4 star 5 star Total Score (Hotel, Resort, Apartel) 251 400 points 401 550 points 551 700 points 701 850 points 851 1000 points

The criteria are divided into seven (7) dimensions that are common to the abovementioned categories except for the lounge area and the kitchen area which are applicable only to apartment hotels. The percentage that these dimensions contribute to the total score is shown in the table below: Business Area Arrival & Departure Public Areas Bedrooms Bathrooms Food & Beverage Lounge Area * Kitchen Area * Amenities Business Practices Total Hotel 10% 10% 30% 15% 15% n/a n/a 10% 10% 100% Resort 10% 10% 30% 15% 15% n/a n/a 10% 10% 100% Apartel 8% 7% 30% 15% n/a 15% 10% 5% 10% 100%

vii

Each dimension consists of a number of indicators which describe either the existence 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 either Unacceptable, Acceptable, Good, Very Good, Excellent or Outstanding. Mandatory and minimum requirements have also been established both for entry into the grading scheme and at the different star levels. Mandatory requirements, marked M shall refer to those requirements that are prescribed by existing laws, without which, no accreditation shall be issued to the enterprise 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 downgraded to a lower classification, regardless of the total points accumulated.

A mandatory The reference item in this number case for 1-5 stars

These items link together

A description of the criteria

The number of points allocated to this criteria

M shows a Mandatory requirement, in this case for all stars and has no points

m shows a Minimum requirement, in this case for 4 and 5 stars

viii

DOT MEMORANDUM CIRCULAR NO. 2012-02 RULES AND REGULATIONS TO GOVERN THE ACCREDITATION OF ACCOMMODATION ESTABLISHMENTS HOTELS, RESORTS AND APARTMENT HOTELS Pursuant to the authority vested in the DEPARTMENT OF TOURISM (DOT) by Republic Act No. 9593 otherwise known as the Tourism Act of 2009 dated may 12, 2009, on the mandatory accreditation of primary tourism enterprises, the National Tourism Standards for the Accommodation Sector Hotels, Resorts and Apartment Hotels are hereby promulgated to implement the intent and purpose of the said Republic Act. BOOK ONE GENERAL PROVISIONS Rule I. Definition and Basic Guidelines Section 1. Title. These Rules shall be referred to as RULES AND REGULATIONS TO GOVERN THE ACCREDITATION OF ACCOMMODATION ESTABLISHMENTS HOTELS, RESORTS AND APARTMENT HOTELS. Section 2. Definition of Terms. When used in these Rules, the following terms shall, unless the context otherwise indicates, have the following meaning: a. Accreditation shall refer to a certification issued by the Department to a tourism enterprise that officially recognizes it as having complied with the minimum standards for the operation of tourism facilities and services. b. Act shall refer to Republic Act No. 9593, otherwise known as the Tourism Act of 2009. c. Apartment Hotel shall refer to serviced apartments offering self-contained units that contain access to kitchen and laundry facilities. A number of bedrooms may share one bathroom in the unit.

d. Department or DOT shall 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 generally offering private facilities with an onsite restaurant, room and bar services available. Additional facilities such as business centres and conference rooms are expected. f. Mandatory Requirements (M) shall refer to those requirements without which an enterprise shall not be accredited.

g. Minimum Requirements (m) shall refer to those requirements which are minimum to a certain classification, without which the establishment will not be awarded such classification but instead be downgraded to a lower one, regardless of the total points accumulated. h. OTSR shall refer to the Office of Tourism Standards and Regulation of the Department. i. Primary Tourism Enterprises refers to travel and tour services; land, sea and air transport services exclusively for tourist use; accommodation establishments; convention and exhibition organizers; tourism estate management services; and such other enterprises as may be identified by the Secretary, after due consultation with concerned sectors. Quality Gradings shall refer to such terms as unacceptable, adequate, good, very good, excellent and outstanding are used to signify the ascending levels of quality.

j.

k. Resort shall refer to full service accommodation located in a more natural, relaxed environment, with reception and guest rooms generally offering private facilities with an onsite restaurant, room and bar service available. Additional recreation facilities and tour services are expected. l. Rules shall refer to these Rules and Regulations implementing the Accreditation of Accommodation Establishments without prejudice to the Implementing Rules and Regulations of the Tourism Act of 2009.

m. Standards shall refer to a set of written functional, aesthetic and technical requirements in the form of specifications or guidelines to ensure that a product and service complies with the Rules and Regulations set forth by the Department.

n. Tourism Enterprises refers to facilities, services and attractions involved in tourism, such as, but not limited to: travel and tour services; tourist transport services, whether for land, sea or air transportation; tour guides; adventure sports services involving such sports as mountaineering, spelunking, scuba diving, and other sports activities of significant tourism potential; convention organizers; accommodation establishments, including, but not limited to, hotels, resorts, apartelles, tourist inns, motels, pension houses, and home stay operators; tourism estate management services, restaurants, shops and department stores, sports and recreational centers, spas, museums and galleries, theme parks, convention centers and zoos.

BOOK TWO STAR GRADING SYSTEM Rule II. Star Grading System for Hotels, Resorts and Apartment Hotels Section 1. Five Star Grading System. There are five (5) levels of accommodation standards ranging from one to five stars. The star bands for Hotels, Resorts and Apartment Hotels are as follows: a. One Star: 25-40% achievement (251 to 400 points) These enterprises appeal to budget minded travellers. There is a limited range of facilities and services. b. Two Star: 40-55% achievement (401 to 550 points) - These enterprises appeal to the tourists seeking more than basic accommodation. They offer expanded facilities and higher level of comfort. c. Three Star: 5570% achievement (551 to 700 points) These enterprises offer a very good level of accommodation. There are more spacious public areas, higher quality facilities and a greater range of services. d. Four Star: 7085% achievement (701 to 850 points) - These properties are upscale in all areas. Accommodation is refined and stylish. Service is responsive, often including an extensive array of facilities. e. Five Star: 85-100% achievement (851 to 1,000 points) - These properties reflect the characteristics of luxury and sophistication. The facilities are world class in every manner and the meticulous service exceeds all guest expectations.

BOOK THREE ACCREDITATION STANDARDS Rule III. Accreditation Standards for Hotels No.
No.

Ratings
Ratings

Criteria / Indicators
Criteria / Indicators

Points

My Score Points My Score

Dimension 1: ARRIVAL/DEPARTURE
1.1 Building Appearance 1 2 3 4 Unacceptable Minimum 1-5 Minimum 1-5 Minimum 1-5 Exterior in a clean fit for purpose condition. Hotel name clearly visible from the street. Hotel name is visible at night. 1.2 Building - Design and Construction Quality Built design and construction quality is from materials that are not durable and/ or unsafe for guest use. Basic structure with adequate materials that will provide a simple and safe accommodation environment. A functional building with good quality materials and efficient layout. Strong external appeal, consistent design with any alterations linking to the original building. Excellent impression and overall appeal, inviting appearance, architectural features are evident and excellent quality building materials have been used throughout. Luxurious and unique exterior, outstanding visual appeal, highest quality materials used in construction. 1.3 Building - Condition (wear and tear) Unacceptable Neglected appearance, obvious structural repairs needed, poor outside materials, flaking paint, rotting wood, rust evident. 5 0 0 0 0 0 M M M M M M M M M M M M M M M

Acceptable Good Very Good

2 4 6

Excellent

Outstanding

10

No.

Ratings

Criteria / Indicators

Points

My Score

Acceptable

Minor maintenance may be required, natural weathering is evident. Good appearance, weathering may still exist, but in sound condition. Very good maintenance of paintwork and exterior panels. High standard of external appearance, allowing for the age of the building. As new condition, no building maintenance issues are visible. 1.4 Entrance / Exit & Parking Driveway is in a sound condition and free from significant potholes with no obvious obstructions. Driveway entrance is clearly marked and is visible at night time. Clearly designated parking area that meets the relevant provisions of the National Building Code. Valet parking is provided.

Good

Very Good

Excellent

Outstanding

10

Minimum 1-5

M M M M M

Minimum 1-5

M M M M M

Minimum 1-5 Minimum 4&5

M M M M M

m m

1.5 Security Professional security in place 24 hours at main entry point. Property and security services designed to ensure guest safety at all times. Effective use of CCTV with minimum 30 days recording storage. Monitoring of CCTV 24 hours. 6

10

Minimum 1-5

M M M M M

11

Minimum 1-5

M M M M M

12

13

No.

Ratings

Criteria / Indicators

Points

My Score

14

1.6 Reception Service Hours

Minimum 1-2

Reception service available 16 hours.

M M

Minimum 3-5

Reception service available 24 hours.

m m m

15

1.7 Reception Size Reception area is small and/or difficult to locate. Obvious size restrictions, area may be cluttered. Functional reception for the operation.

Unacceptable

Acceptable

Good

Very good

Very good size, generous space. Excellent reception area, seated check in is an option. Luxurious check in facility, private check in facility is available and used as appropriate. 1.8 Reception - Seating Area No seating available or seating options in poor condition with lack of privacy. No seating area available but limited privacy means it is difficult to have private conversations. Seating available close by for a small group of not less than 4 guests. Comfortable seating area close by for not less than 6 guests. 7

Excellent

Outstanding

16

Unacceptable

Acceptable

Good

Very Good

No.

Ratings

Criteria / Indicators
Seating area with excellent quality seating appropriate for the size of the hotel. Outstanding seating options are available for different sized groups to enable comfort whilst waiting near reception. 1.9 Check-in Process Lengthy inefficient registration process with unacceptable wait time of over 10 minutes before receiving any service. Basic registration process with minor wait time (not more than 10 minutes per guest). Basic registration process in place, with prompt service (not more than 8 minutes per guest). Basic registration process with no wait time (not more than 6 minutes per guest). Pre-registration information already completed as part of the booking process for the guest who may only need to review and confirm details (not more than 4 minutes per guest). Pre registration information completed and no wait time for registration process. 1.10 Luggage Services

Points

My Score

Excellent

Outstanding

17

Unacceptable

Acceptable

Good

Very good

Excellent

Outstanding

10

18

Minimum 1-5

Left luggage services available without dedicated space. Left luggage practices ensure bag security and luggage room is proportionate to size of hotel.

M M M M M

19 Minimum 3-5 20

1.11 Porter Services Porter services are available. 1.12 Reception Staff - Appearance 8 5 m m m

No.

Ratings

Criteria / Indicators

Points

My Score

Unacceptable

Staff are poorly groomed and untidy. Staff wear clean clothing and are neat and tidy. Staff are easily identified and well groomed. Staff provide a very good professional appearance. Staff are very well groomed and take pride in their appearance. Staff are immaculately groomed and attention to detail is obvious. 1.13 Reception Service Quality Staff are unresponsive, inattentive or absent for extended periods. Staff are not very attentive or seem distracted, may be absent for short periods. Staff are polite and responsive. Staff are welcoming and provide a sense of arrival. Staff take an interest in the guests preferences, refreshments or similar may be offered on arrival. Staff are very responsive, attentive, and efficient while taking a personal interest about every requirement of the guest. 1.14 Reception Services Check-out Lengthy inefficient check-out process with unacceptable wait time of over 10 minutes before receiving any service. 9

Acceptable

Good

Very good

Excellent

Outstanding

10

21

Unacceptable

Acceptable

Good

Very good

Excellent

Outstanding

10

22

Unacceptable

No.

Ratings

Criteria / Indicators

Points

My Score

Acceptable

Basic check-out process with minor wait time (not more than 10 minutes per guest). Basic check-out process in place, with prompt service (not more than 8 minutes per guest). Express check-out option or account pre prepared and available for review before check out (not more than 6 minutes per guest). Express check-out with minimal wait time (not more than 4 minutes per guest). In room check-out options and express service offered with no wait time. 1.15 Other Arrival / Departure Aspects

Good

Very good

Excellent

Outstanding

23

Minimum 1-5

Guests must be provided with Official Receipt on departure. Account reviewed and then presented in an envelope.

M M M M M

24

A wide range of payment options are available including at least 3 different types of credit cards. Offer to arrange transfer services.

25

Dimension 2: PUBLIC AREAS

26 Unacceptable Acceptable Good 2.1 Public Areas - Decoration Design and Quality No thought given to coordinating design resulting in ad-hoc decoration. Some attempt to coordinate design and have a consistent theme. Good quality decoration, use of wall hangings adds to overall impression. Coordinated design, a professional standard is achieved. 10 0 2 4

Very Good

No.

Ratings

Criteria / Indicators

Points

My Score

Excellent

Excellent standard of coordinated dcor throughout all public spaces. Highest quality, unique wall hangings on display, outstanding design features. 2.2 Public Areas Decoration Condition and Maintenance

Outstanding

10

27

Unacceptable

Very old, faded, damaged wall coverings, peeling, grubby marks, evidence of neglect. Amateurish application of wallpaper/ paint, tired look, damage is evident and several minor repairs are needed. Some aging still evident, maintenance practices are noted and 1 or 2 minor repairs are needed. Very good condition with a few scratches and marks evident. No major scratches or marks, overall an excellent quality throughout. No evidence of wear and tear, in as new condition throughout. 2.3 Public Areas - Furniture Quality

Acceptable

Good

Very Good

Excellent

Outstanding 28

10

Unacceptable

Uncomfortable furniture that is made of poor materials, or no furniture used. Mismatched furniture that is not particularly comfortable. May be older furniture or newer lower quality coordinated furniture, durable materials are used. Very good quality furniture, high levels of comfort, easy and attractive seating arrangements. Excellent furniture quality, great degree of comfort, attractive and highlycoordinated. 11

Acceptable

Good

Very Good

Excellent

No.

Ratings

Criteria / Indicators
Highest quality furniture in outstanding condition, or antique furniture of highest quality. 2.4 Public Areas - Furniture Condition

Points

My Score

Outstanding

10

29

Unacceptable

Scratched and badly damaged furniture, loose arms and legs, stained, dirty upholstery or no furniture used. Occasional marks, in need of minor repair, acceptable condition. Good level of condition throughout most of the public areas. Some public spaces may not display a range of furniture. Very good condition of furniture, with only some minor signs of wear and tear throughout the public areas. Excellent furniture condition throughout the hotel. Furniture in outstanding as new condition, conveniently located throughout the hotel. 2.5 Public Washroom - Quality

Acceptable

Good

Very Good

Excellent

Outstanding 30 Unacceptable

10

Poor quality throughout, aged basin and bowl, not fit for purpose. Aging fixtures, rough finish no additional space. Good quality fixtures, standard design, limited space. Very good, high quality basin, superior design, ample bench room. Excellent quality of fittings, basin and bowl decoration is to a high standard. Outstanding quality, designer tap ware, ample space. 12

Acceptable

Good

Very Good

Excellent

Outstanding

No.

Ratings

Criteria / Indicators

Points

My Score

31

2.6 Public Washroom - Condition and Cleanliness Unacceptable Basin chipped or damaged, paintwork chipped, flaking, dirty condition. Older condition, but clean and usable. Some signs of wear and tear, aging tap ware, but signs of regular cleaning. Very good condition, few signs of wear and tear, regular servicing even during busy periods. Minor scratches are barely visible, always clean and tidy and in excellent condition. Outstanding condition, no marks or chips, as new condition. 2.7 Public Areas - Room Climate 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. 2.8 Public Areas - Temperature Control Quality No general ambient temperature, poor air quality, bad smells. Minimum level of comfort achieved. Some areas are hotter and colder than others. A good level of comfort is evident throughout the public spaces. Thermostatically controlled system that maintains a very good level of comfort in most areas. 13 0

Acceptable

Good

Very Good

Excellent

Outstanding

32

Minimum 1-5

M M M M M

33

Unacceptable

Acceptable

Good

Very Good

No.

Ratings

Criteria / Indicators

Points

My Score

Excellent

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

Outstanding

10

34

Unacceptable

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

Acceptable

Good

Very Good

Excellent

Outstanding

10

35 Unacceptable

Low quality lighting, bare bulbs with no shades, dim, gloomy effect, with some dark spaces. Enough lighting for practical use, sparse, but with an even distribution of light. Good level of illumination throughout all public areas. Very good illumination options, reading lights throughout the public areas. Multiple light switches. Excellent quality lighting. Lighting effects with use of picture lighting or special effects lighting, excellent quality fittings. 14

Acceptable

Good

Very Good

Excellent

No.

Ratings

Criteria / Indicators
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. 2.11 Public Areas - Lighting Condition

Points

My Score

Outstanding

36

Unacceptable

Poor condition, exposed wires, wobbly fittings, loose plugs. Acceptable condition of lamps, aging is evident. Good quality fittings, no burnt shades, any repair work to fittings is professionally done. Very good condition of fittings, no repair work required. Excellent quality fittings throughout all public areas. Designer lamps used where appropriate. Highest quality of light fittings used in as new condition. 2.12 Public Areas - Lighting Environmental Protection

Acceptable

Good

Very Good

Excellent

Outstanding

37 38 39

Environmental Environmental Environmental Environmental

Sensor lighting in use that does not compromise guest safety. Good use of natural lighting. Low energy-saving bulbs used between 50% and 75% of public areas. Low energy-saving bulbs used in over 75% of public areas. 2.13 Public Areas Cleanliness Very heavy dust on surfaces, carpets badly vacuumed, cobwebs evident, litter lying around, dead insects, dirty glasses, cups on tables, dirty bathrooms. Clean but not in high or low areas, smears on surfaces, no evidence of regular wiping/dusting. Any toilets are cleaned daily. 15

2 3 3 5

40

Unacceptable

Acceptable

No.

Ratings

Criteria / Indicators

Points

My Score

Good

Efficient vacuuming, generally good, evidence of high and low dusting, bathrooms are in good tidy condition. One or two small areas missed but overall very satisfactory cleaning process, everything is tidy. Bathrooms are cleaned regularly throughout the day as required. Tables, surfaces well-polished, no smears, excellent standard of cleanliness. Bathrooms are in excellent condition. As new look and feel, very clean and shining surfaces, excellent attention to detail, bathrooms are always in outstanding condition throughout the day.

Very Good

Excellent

Outstanding

10

Dimension 3: BEDROOM
41 Minimum 1 Minimum 2 Minimum 3 Minimum 4 Minimum 5 3.1 Room Size Size including bathroom 16 sq. m Size including bathroom 18 sq. m Size including bathroom 20 sq. m Size including bathroom 25 sq. m Size including bathroom 30 sq. m 3.2 Suites Availability (Note: Suites shall have a Masters bedroom, pantry, separate living room and en-suite bathroom with enclosed shower and telephone extension in bathroom). Minimum 4 Minimum 5 2% of rooms are suites. 5% of rooms are suites. 16 3 5 m m 4 8 12 16 20 m m m m m

42

No.

Ratings

Criteria / Indicators
3.3 Rooms for Persons with Disabilities (PWD) Availability

Points

My Score

43

Minimum 1-5 44 Unacceptable

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. 3.4 Bedroom - Space & Comfort Floor space has obstacles that can cause injury to guests, furniture too large or too small, may be less than 2.4 meters. 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. Good amount of space to move freely carrying a suitcase, there may be some restrictions and a chair may serve dual purposes. Bedrooms are well planned for ease of movement, no major obstacles to move around, easy access to all facilities. Generous space to allow comfortable relaxation and comfortable in room dining, ease of access with a suitcase to all wardrobes and cupboards. Luxurious space designed for relaxation and efficiency of movement. Ample free space with furniture in suitable and convenient places. 3.5 Bedroom Sound Proofing No attempt to provide any sound proofing. Any adjoining room has one door and is not sound proofed and curtains are thin and provide very limited sound proofing. Good level of sound proofing, lined curtains are in place and building design assists sound proofing. Very good sound proofing materials are used; Heavy curtains and floor coverings reduce noise. Excellent level of sound proofing, including double glazing and other methods to reduce external noises. 17

M M M M M

Acceptable

Good

Very Good

Excellent

Outstanding 45 Unacceptable

10

Acceptable

Good

Very Good

Excellent

No.

Ratings

Criteria / Indicators

Points

My Score

Outstanding

Outstanding sound proofing design to ensure quiet enjoyment of space. 3.6 Bedroom Noise Levels Significant external noise and noise from other rooms that makes sleeping or peaceful enjoyment difficult. Noise from outside is variable; noise from neighbouring rooms is audible. External noise from other rooms and from outside is heard but is not significant. 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. Noise should not be more than 60 decibels. Noise should not be more than 50 decibels. 3.7 Bedroom Bed Mattress Quality

10

46

Unacceptable

Acceptable

Good

Very Good

Excellent

Outstanding

10

47

Unacceptable

Sofa beds are not acceptable as permanent bed spaces, mattresses less than 4 inches. Foam mattress, chip board base or similar, shallow innerspring or mattress greater than 4 inches. High density foam, 8 inches timber base, shallow innerspring, 6 inch mattress. Standard coil, comfort layers may have pillow top, 8 inch mattress. Coil spring or equivalent, separate mattress top, mattress protectors (bed pad) and pillow protectors / slips. 18

Acceptable

Good

Very Good

Excellent

No.

Ratings

Criteria / Indicators
Latex or pocket spring, deep comfort, separate mattress top; mattress protectors (bed pad) and pillow protectors / slips. 3.8 Bedroom Bed Mattress Condition

Points

My Score

Outstanding

10

48

Unacceptable

Ripped or badly stained mattress, springs coming through, uncomfortable and lumpy. Small tears, fabric shows signs of aging, weakening of mattress edges, minor stains. Good condition, good support throughout. Very good condition, no stains or tears, evidence of good maintenance. Excellent condition, very little wear and tear. Outstanding or as new condition. 3.9 Bedroom - Bedding & Linen Quality

Acceptable

Good

Very Good

Excellent Outstanding 49

8 10

Unacceptable

Thin sheets do not properly fit the bed.

Acceptable

Thinly woven cotton, no tears or rips. Thinly woven cotton or poly cotton sheets of good quality. Medium weave cotton, in very good condition, should have minimum 250 thread count. All linen excellent quality should have minimum 300 thread count. All linen outstanding quality should have minimum 300 thread count or silk linen or similar. 19

Good

Very Good

Excellent

Outstanding

10

No.

Ratings

Criteria / Indicators

Points

My Score

50

3.10 Bedroom - Bedding & Linen Condition Unacceptable Sheets with large stains, holes, faded and damaged. Sheets with no tears or rips, in a clean condition. Linen in good condition, evidence of good laundry practices. Linen in very good and crisp condition. 0

Acceptable

Good

Very Good

Excellent

All linen in excellent condition.

Outstanding

All linen in as new condition. 3.11 Bedroom Pillows Quality / Condition

10

51

Unacceptable

Lumpy pillows, too hard, too soft, out of shape and/or in other poor condition. Clean, basic pillows, acceptable quality, average firmness/softness. Good quality pillows, with pillow protectors. Very good pillows, at least 2 per sleeping position. A range of excellent pillows available. A pillow menu is available with pillows in as new condition. 3.12 Bedroom Lighting Quality 20

Acceptable

Good

Very Good

Excellent

Outstanding

10

52

No.

Ratings

Criteria / Indicators

Points

My Score

Unacceptable

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

Acceptable

Good

Very Good

Excellent

Outstanding

10

53

Unacceptable

Lights not working, bulbs need replacing. Acceptable condition of lamps, some bulbs not working. No burnt shades, aging lamps but effective. Minor maintenance work around fittings into the wall may be required. Very good condition of fittings, coordinated approach to lighting. No repair work needed around fittings. Fittings throughout bedroom in as new condition, with a few minor marks evident after close inspection. Fittings throughout the bedroom in as new condition. 3.14 Bedroom - Lighting Environmental Protection

Acceptable

Good

Very Good

Excellent

Outstanding 54

10

Environmental

Energy-saving light bulbs in between 50% and 75% of bedroom lights. 21

No.

Ratings

Criteria / Indicators

Points

My Score

Environmental

Energy-saving light bulbs in over 75% of bedroom lights. All rooms must have windows with a view.

5 5

55

3.15 Bedroom Curtains Quality Unlined fabric of low quality, exposed tracking. Fabric unlined of acceptable quality, plastic blinds. Curtains /shades full length, good quality, easy to draw. Curtains/shades, coordinated, blackout quality, well-coordinated. Thick quality curtains/shades, with total blackout. Outstanding quality, custom design, functional and decorative, may be motorised. 3.16 Bedroom Curtains Condition Unacceptable Curtains or blinds do not fit, have major stains and marks. Curtains/shades just cover windows; a number of minor stains/marks are evident. Curtains /shades in good condition may be one minor mark. Curtains/shades, in very good condition. Excellent condition, fullness of materials. As new condition, luxurious, no wear and tear evident. 22 0

Unacceptable

Acceptable

Good

Very Good

Excellent

Outstanding 56

10

Acceptable

Good

Very Good

Excellent Outstanding

8 10

No.

Ratings

Criteria / Indicators

Points

My Score

57

3.17 Bedroom - Floor Coverings Quality Unacceptable Floor tiles or carpets do not cover the main floor space they were intended to cover. Floor covering is acceptable with low grade tiles or coverings. Good quality floor coverings, standard tiles, quality timber floors. Floor covering of very good quality, well-coordinated with room design. Floor covering of excellent quality, contemporary tiles or wool carpets. Exceptional quality, custom design flooring, polished woods or luxurious plush carpets with density of 42 oz. 3.18 Bedroom - Floor Coverings Condition Unacceptable Largely stained coverings, large holes, dirty, cracked and badly damaged tiles. Some stains and discoloration is acceptable, chipped tiles. Floor coverings, in good condition, amateurish application for any areas that are fixed. Floor covering in very good condition, professional fixing of any wear and tear. Floor covering in excellent condition, no stains are visible. Floor coverings in as new condition. 3.19 Bedroom - Temperature Control - Quality 23 0 0

Acceptable

Good

Very Good

Excellent

Outstanding

10

58

Acceptable

Good

Very Good

Excellent

Outstanding

10

59

No.

Ratings

Criteria / Indicators

Points

My Score

Unacceptable

Ineffective cooling system. Window based cooling system; fan available for additional cooling, acceptable air circulation. Good cooling system, good air circulation, split-unit type. Very good and effective cooling operation. Personal control of air temperature, windows well insulated, excellent air flow. Room pre cooled for arrival or very fast cooling system available, highest quality unit or system in place. 3.20 Bedroom - Temperature Control - Condition & Maintenance

Acceptable

Good

Very Good

Excellent

Outstanding

10

60

Unacceptable

Broken windows, cracked glass, draughty, fan air conditioning not working. Window opens and closes easily, fan in acceptable condition. Good cooling system, air conditioning unit older but operates effectively. Noise levels are acceptable for guest comfort (70db), split-unit with working remote control. Quiet operation with remote control (60db and lower). No intrusive noise from unit, very quiet operation with remote control (50db and lower), in as new condition. 3.21 Bedroom Furniture - Quality No chair, no bedside table or made of material that is not suitable for this purpose. 24

Acceptable

Good

Very Good

Excellent

Outstanding

10

61

Unacceptable

No.

Ratings

Criteria / Indicators
One chair, one bedside table, aged materials, MDF (Medium Density Fiberboard) materials, no coordination, repairs evident. Two bedside tables, some attempt at coordination. Good quality furniture, timber veneers, glass tops may be used. Very good quality furniture, good range, solid woods, polished edges. Excellent quality and range. Custom designed. Designer furniture that helps create a refined ambience for the room, the best available furniture is used. 3.22 Bedroom - Furniture Condition

Points

My Score

Acceptable

Good

Very Good

Excellent

Outstanding

10

62

Unacceptable

Cracked, broken furniture, poorly repaired. Acceptable condition, some significant scratches and repairs are evident. Furniture in good condition, any repairs done professionally. Very good condition of furniture, only a few minor marks are visible. Excellent condition, little wear and tear is evident. In as new condition. 3.23 Bedroom - Accessories and Amenities available

Acceptable

Good

Very Good

Excellent

Outstanding

10

63

Electronic key card locking system.

64

Environmental

Key card power system. 25

No.

Ratings

Criteria / Indicators

Points

My Score

65

Door chain or security device such as peep hole to view visitors. Small mirror at least 600mm by 300mm 24 inches by 12 inches. Medium mirror at least 800mm by 400mm 31 inches by 16 inches. Big mirror at least 47 inches by 24 inches. Full length mirror at least 70 inches by 24 inches.

66

67

Additional second mirror. Coat hangers 3 per person minimum wire. Coat hangers 3 per person minimum plastic. Coat hangers 3 per person minimum wooden.

68

69

Open shelve wardrobe (no doors). Small size wardrobe 24 inches minimum width. Adequate size wardrobe 35 inches minimum width. Standard size wardrobe 47 inches minimum width. Spacious wardrobe 59 inches minimum width. 26

No.

Ratings

Criteria / Indicators

Points

My Score

70

Drawers or enclosed shelf space.

71

Portable luggage rack.

Defined luggage rack permanent.

72

Central safe at reception only. Small safety deposit box in room, functional and securely bolted. Safety deposit box in room, large enough for 13 laptop, functional and securely bolted.

73

Daily newspaper delivered to room.

74

Minimum 1-5

Drinking water and one glass per guest.

M M M M M

75

Minimum 3-5

Tea/coffee facilities in room. Telephone provided in each room with direct dial. Clock/Radio/Wake up service. In room compendium with basic information on emergency contacts. In room compendium with extended information including mini bar price lists and restaurant menu. In room compendium with extensive regional information on what to see and do for tourists.

m m m

76

Minimum 3-5

m m m

77

78

Minimum 2-5

m m m m

Minimum 3-5

m m m

Minimum 4-5

m m

27

No.

Ratings

Criteria / Indicators

Points

My Score

79

Refrigerator, clean and in working condition Refrigerator with serviced mini bar.

80

TV with small screen size (< 20 inches) without remote control. TV with small screen size (< 20 inches) with functional remote control. TV with medium screen size (20-32 in) with functional remote control. TV flat screen 32 inch or larger with functional remote control. TV flat screen 40 inch or larger with functional remote control.

81

Multichannel options with Philippine travel channels. Multichannel options with at least 3 international news channels. DVD player / Home theatre / Pay Movie channels. On screen property information.

82

83

84

85

On screen messaging and accounts. In room internet connections (WLAN or wired). Free In room internet connections (WLAN or wired).

86

87

Flashlight or illuminated light switches in room. 28

No.

Ratings

Criteria / Indicators

Points

My Score

88

Laundry bag in room and service available. Express laundry service available (24 hour return service).

89

Ironing service available.

Iron and board in room available.

3.24 Bedroom Cleanliness

90

Minimum 1-5

All rooms are cleaned daily and all beds are made daily.

M M M M M

91

Minimum 1-5

Waste bin provided and emptied daily.

M M M M M

92

Mattresses are labelled and periodically turned. Heavy dust on surfaces, paper and other dirt are not picked up, unpleasant smells Surfaces are basically clean.

93

Unacceptable

Acceptable

Good

Efficient vacuuming, good condition overall. Very thorough cleaning process, no evidence of dust or smears. Overall very satisfactory cleaning, excellent attention to detail. As new look and feel, very clean and shining surfaces. 29

Very Good

Excellent

12

Outstanding

15

No.

Ratings

Criteria / Indicators

Points

My Score

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. Toilet system in working order. 4.2 Bathroom - Shower/Bath Quality Unacceptable Acceptable Good Small shower with weak or no pressure, taps of low quality. Lightweight shower curtain, not well-coordinated tap ware. Good quality fixtures, good quality curtain, shared shower/bath. Standard tiled walls, framed shower screen or designer curtain, mixers provide constant water flow at even temperature. Tiled, framed shower screen or designer curtain with high quality porcelain bath, matching and coordinated style, highly responsive water pressure and temperature. Frameless shower screen, designer shower enclosure, highest quality bath if provided, luxurious quality finishings. 4.3 Bathroom Shower/Bath Condition / Maintenance Unacceptable Bath or shower enamel cracked, holes visible, shower head broken, spray uneven and poorly distributed. Aging fixtures, rough amateurish grouting/sealant, bath floor may be lumpy and uneven. Tiles may still be chipped. No evidence of moulds, good overall condition, minor chips or repairs may still be needed; bath floor is even and well maintained. 30 0 0 2 4 0 M M M M M

95 96

Minimum 1-5

M M M M M

Very Good

Excellent

Outstanding

10

97

Acceptable

Good

No.

Ratings

Criteria / Indicators
Very good condition, any repairs were done professionally and do not require further attention. Excellent condition throughout. As new condition. 4.4 Bathroom Basin - Quality

Points

My Score

Very Good Excellent Outstanding 98 Unacceptable

6 8 10

Basin plastic or poly-marble, taps of low quality. Aging fixtures, rough amateurish grouting; no additional bench space Good quality fixtures, standard design, limited bench space to place personal toiletry. Very good, high quality basin, superior design, ample bench room for all personal toiletries. Excellent quality, generous space for all personal toiletries, quality brand tap ware. Outstanding quality, often double basin, designer tap ware, ample space. 4.5 Bathroom - Basin Condition / Maintenance

Acceptable

Good

Very Good

Excellent

Outstanding

10

99

Unacceptable

Basin chipped or damaged, tap does not provide a consistent flow of water. Older condition, but clean and usable. Some signs of wear and tear, aging tap ware. Very good condition, few signs of wear and tear, minor scratches. Excellent quality. No marks or chips. 31

Acceptable

Good

Very Good

Excellent

No.

Ratings

Criteria / Indicators

Points

My Score

Outstanding

Outstanding condition, as new condition. 4.6 Bathroom - Toilet Quality Cheap plastic toilet seat and/or cover that does not fit. Good quality plastic seat that is functional. Good quality solid seat

10

100

Unacceptable

Acceptable

Good

Very Good

Strong solid material of durable nature.

Excellent

Solid construction, wall hung seat. Solid construction with designer features evident. 4.7 Bathroom Toilet Condition / Maintenance Leaks from flushing evident on floor, stained seat, flush mechanism does not work properly. No leaks and acceptable condition, clean and usable. Good condition, repairs evident. Very good condition, minor wear and tear evident. Excellent condition, spotless appearance.

Outstanding

10

101

Unacceptable

Acceptable

Good

Very Good

Excellent

Outstanding

As new condition. 32

10

No.

Ratings

Criteria / Indicators

Points

My Score

102

4.8 Bathroom Decoration Quality Unacceptable Poor quality throughout, uncoordinated mix of tiles. Adequate materials, panelling with gaps evident, small space. Good quality, basic painting, limited use of colour or themes. Very good quality, no visible joins, well coordinated design. Excellent quality, may be constructed of marble or granite finish. Highest quality decoration, grouting excellent condition, ceiling finish is of highest quality. 4.9 Bathroom Decoration Condition / Maintenance Unacceptable Paintwork chipped, flaking, dirty condition, mould on walls and ceiling. Acceptable condition, clean but with dated materials, may still be with some evidence of mould issues. Good condition, evidence of repair work. Very good condition, any repair work has been professionally completed and no maintenance is required. Well maintained, in excellent condition. 0 0

Acceptable

Good

Very Good

Excellent

Outstanding

10

103

Acceptable

Good

Very Good

Excellent

Outstanding

Decoration in as new condition. 4.10 Bathroom- Towels Quality and Cleanliness 33

10

104

No.

Ratings

Criteria / Indicators

Points

My Score

Unacceptable

Towels are thin, ripped and in poor condition, major stains. Towels are thin but clean and in acceptable condition. Greater range of towels of average quality. Very good range of towels including bathmat, face towel, bath towel and hand towel. Excellent range of towels of thick cotton, 90-100% cotton. Highest, plush range of towels in as new condition, 100% cotton. 4.11 Bathroom Space and Comfort

Acceptable

Good

Very Good

Excellent

Outstanding

10

105 Unacceptable Acceptable

Space is too small for comfort. Space is limited but usable. Good space, ability to dry yourself in bathroom without touching bathroom walls. Very good space, area to place clothes and ample space for personal toiletry. Excellent bathroom space, ability for two people to easily move around the bathroom. Generous and outstanding space, the best available. 4.12 Bathroom Overall Cleanliness Heavy dust and/or smear on surfaces, long term grime on inaccessible places, old soap, hairs in bathroom, waste bin not emptied. 34

0 2

Good

Very Good

Excellent

Outstanding

10

106

Unacceptable

No.

Ratings

Criteria / Indicators

Points

My Score

Acceptable

Surfaces in acceptable condition. Efficient cleaning; surfaces show cleaning practices. Very satisfactory cleaning process, fresh smell. No evidence of dust or smears, enamel gleaming, no sign of mould or mildew; sealed toilet seat. As new look and feel, very clean and shining surfaces, excellent attention to detail. 4.13 Toiletries Availability

Good

Very Good

12

Excellent

16

Outstanding

20

107

Minimum 1-5

Toilet paper provided. Soap or toiletries from previous guest are evident. Soap only provided. Greater range of toiletries including hair shampoo and shower/bath gel. Strong range of toiletries of very good quality including body lotion, ear buds, etc. Excellent range of branded toiletries (Incl. dental care kit, nail care kit, etc.). Highest quality toiletries with extensive range. 4.14 Bathroom Amenities Availability

M M M M M

108

Unacceptable

Acceptable

Good

Very Good

Excellent

Outstanding

109

Bidet. 35

No.

Ratings

Criteria / Indicators

Points

My Score

110

Functional hairdryer.

111

Magnifying mirror.

112

Weighing scales.

113

Bath robe / gown.

114

Slippers.

115

Shoe mitt / horns. 4.15 Bathroom Environmental Protection

116

Environmental

Dual flush toilet system or similar to conserve water. Flow regulators on shower/taps to conserve water. Bulk dispensers or biodegradable packaging used for soaps, shampoos. Towel and linen policy promotes conservation and gives guest choice regarding frequency of cleaning.

117

Environmental

118

Environmental

119

Environmental

Dimension 5: Food and Beverage

5.1 Food and Beverage Availability of Restaurants 120 121 122 Minimum 1-5 Minimum 3-5 Minimum 4-5 Breakfast room available. Full service restaurant open 7 days a week (including breakfast). Additional Specialty Restaurant / Fine Dining. 36 0 10 10 M M M M M m m m m m

No.

Ratings

Criteria / Indicators

Points

My Score

123 Unacceptable Acceptable

5.2 Food and Beverage Options available Non-availability of several food dishes and/or drinks. Fast food / instant coffee/drinks, up to 20% unavailable. Limited choice of basic dishes / buffet; up to 10% all food dishes and/or drinks on the menu are available. A-la-carte menu, fresh fruits & vegetables, selection of wines/beers, only 5% of menu items not available. Exceptional a-la-carte menu, availability of all food dishes and drinks/wines on the menu. A-la-carte menu of outstanding variety of special cuisine (fine dining, fresh juices, extensive wine list). 5.3 Food and Beverage Service Quality No welcoming greeting, limited table clearing, stains on tables/chairs, lack of attention, wait time greater than 30 minutes. Friendly, but not necessarily professional service, basic knowledge of foods/beverages on the menu. Attentive behaviour of waiting staff, quick table clearing service. Very good and attentive service, service checks during meal to ensure satisfaction. Excellent service, efficient food clearing, prompt and polite service during meal. Outstanding service, the best available. 5.4 Restaurant - Decoration & Furniture - Quality 37 0 4

Good

Very Good

12

Excellent

16

Outstanding

20

124

Unacceptable

Acceptable

Good

Very Good

12

Excellent Outstanding 125

16 20

No.

Ratings

Criteria / Indicators
Tables and chairs are insufficient for the number of guests, uncomfortable seating. Tables and chairs are mismatched but functional, vinyl seating with minimal comfort, plastic chairs. Good quality, tables and chairs, brushed metal, glass, laminate materials, limited design and coordination. Very good quality, solid timbers or contemporary cane, coordinated design. Excellent quality, high grade fabrics, coordinated design, linen table cloths, ergonomic design. Luxurious feel, highest quality table and chairs, linen clothes and napkins. 5.5 Restaurant - Decoration & Furniture Condition Very old, faded, wobbly stand, damaged, peeling, grubby marks, evidence of neglect, damaged, marked, scratched. Amateurish application of wallpaper/ paint, furniture in average condition with signs of wear and tear, solid stand of tables and chairs. Good condition, some repair work evident. Very good condition, professional decoration, only minor marks showing on tables and chairs. Excellent condition, no scratches or chips. Meticulous condition, no evidence of wear and tear. 5.6 Restaurant Crockery, Cutlery, Glassware - Quality

Points

My Score

Unacceptable

Acceptable

Good

Very Good

Excellent

Outstanding

10

126

Unacceptable

Acceptable

Good

Very Good

Excellent Outstanding 127

8 10

Unacceptable

Incomplete table settings. 38

No.

Ratings

Criteria / Indicators

Points

My Score

Acceptable

Basic crockery and cutlery, fork and spoon only, adequately laid out tables. Good quality cutlery, well laid out table setting. Very good table setting, good quality glassware, solid cutlery. Excellent range and condition of crockery, high standard of glassware and cutlery. Outstanding table settings, fine china or similar in use, silver cutlery or similar, crystal glassware or similar outstanding quality. 5.7 Restaurant Crockery, Cutlery, Glassware - Cleanliness

Good

Very Good

Excellent

Outstanding

10

128 Unacceptable

Dirty chipped glassware, stained crockery. Crockery and cutlery are clean and mismatched, water marks may be visible. Good level of cleanliness, no major chips or marks, coordinated cutlery. Very good level of cleanliness and polished cutlery. Excellent level of cleanliness, glassware is in pristine condition with no smears. Outstanding in as new condition for all crockery and glassware, polished cutlery. 5.8 Restaurant Space and Comfort

Acceptable

Good

Very Good

Excellent

Outstanding

10

129

Unacceptable

Very crowded, cramped, uncomfortable, loud noise, unpleasant atmosphere. Comfortable but crowded, difficult access for customers and servers. 39

Acceptable

No.

Ratings

Criteria / Indicators
A certain amount of noise and activity, comfortable temperatures, tables too close for private conversation. Very good standard of comfort, private conversations are possible. Well thought out table layout, no intrusive noise or smells. Outstanding environment and highest levels of comfort, one of the best available. 5.9 Kitchen - Quality of Appliances

Points

My Score

Good Very Good Excellent Outstanding 130 Minimum 1-5 131 Unacceptable Acceptable Good

8 12 16 20

Compliance with Health and Sanitation Code of the Philippines. Old appliances, untidy but adequate range. Acceptable appliances, may be older but in working condition. Well-designed kitchen and good layout, appliances easily accessible. Obvious design features designed to ensure efficiency. Very good standard of appliances. Excellent layout and professionally designed and staffed, excellent work spaces. Outstanding kitchen environment. One of the best available. As new appliances. 5.10 Kitchen - Cleanliness

0 0 2 4

M M M M M

Very Good

Excellent

Outstanding 132 Unacceptable

10

Dirty dishes and cooking utensils, poor food handling and food storage processes. Clean, tidy, cold storage procedures are acceptable; basic hygiene standards are followed. Well maintained appliances and clean cooking utensils. Very good standard of kitchen. Very hygienic, frequent cleaning is evident. 40

Acceptable

Good

Very Good

12

No.

Ratings

Criteria / Indicators

Points

My Score

Excellent

Excellent level of cleanliness, attention to detail in all aspects of cleaning and hygiene. Spotless kitchen environment. As new appliances in appearance and cleanliness.

16

Outstanding

20

Dimension 6: AMENITIES and SERVICES

6.1 Amenities - Guest Services 133 134 135 Minimum 1-3 Free Internet connection available in public areas for guests. Housekeeping turndown service at night. Room Service availability for minimum of 12 hours. Room Service 18-24 hours. 6.2 Amenities Wellness Services 136 Fitness centre on site with cardio machines and trained staff. Fitness centre has trained staff on duty with 5 or more cardio machines. 137 Massage services on site. Spa with 3 or more treatment options. 138 Spa services must consist of massage, body treatments and water applications. Spa services include Traditional Filipino treatments 139 Swimming pool with lifeguard on duty. Swimming pool with clean and well maintained facilities; size appropriate for hotel. 41 3 3 3 3 0 M M M

Minimum 4-5

m m

5 3

No.

Ratings

Criteria / Indicators

Points

My Score

140 141 142

Sports equipment available for hire as appropriate to location. Jacuzzi. Sauna / Steam room. 6.3 Amenities General Services

1 2 2

143 144 145 146 147

Gift and souvenir shop. Tour desk. Hairdressers / salons. Business Center (with PC, printer, photo copier, internet connection, etc). First Aid facility with trained staff on site. 6.4 Amenities Conference / Function Venue

5 5 5 5 5

148

Conference facilities / function rooms to cater only for small groups (< 20 people). Conference facilities / function rooms to cater for groups (20-50 people). Conference facilities / function rooms to cater for groups (50-100 people). Conference facilities / function rooms to cater for groups (100-250 people). Conference facilities / function rooms to cater for groups (>250 people) .

12

16

20

149

Conference equipment projector and screen (sufficient for size of conference room). Conference equipment whiteboard/ flipchart (sufficient for size of conference room). 42

150

No.

Ratings

Criteria / Indicators

Points

My Score

151

Conference equipment microphones and sound system (sufficient for size of conference room). Conference equipment pin boards and moderation kit (sufficient for size of conference room). Conference equipment comfortable and ergonomic conference chairs and tables. Note: Decoration, furniture, temperature control, lighting and cleanliness included in public areas.

152

153

Dimension 7: BUSINESS PRACTICES

7.1 Business Processes 154 Minimum 1-5 Emergency and fire evacuation procedures are followed and in place. Backup generator or emergency power is available, capable of providing full power. Safety systems and documentation in place to respond to possible natural disasters and man-made threats. Cleaning schedules in place that show daily, weekly and seasonal cleaning and checking procedures. Maintenance plans that show plan to address major areas requiring maintenance. Vermin/Pest control in place to identify and eliminate pests such as rodents, bed bugs, cockroaches, flies, etc. Risk assessment audit conducted in the last 5 years that reviews security threats to the property. Environmental Environmental management system in place to reduce waste with waste reduction targets. Environmental systems in place to reduce water with water reduction targets. 43 0 M M M M M

155

Minimum 1-5

M M M M M

156

157

158

159

160

161

162

Environmental

No.

Ratings

Criteria / Indicators
Environmental systems in place to reduce energy with energy reduction targets. Training programme in place for staff (minimum of 3 days per staff member/ year). Recruitment programme ensure local people are employed (minimum 80% from within the region). Procurement process ensures local purchasing across all supply areas (minimum 30% from within the region). Procurement process advocates Green purchasing (minimum 20% of food/ beverages, laundry services, and cosmetics procured from organic suppliers). Guest complaint handling system. (complaints are documented and responded to within 24 hours). Refund policy (if complaints cannot be resolved to guest satisfaction, discounts or compensation will be applied). Guest feedback and satisfaction monitoring system in place. Hotel meets all current regulations and legislative requirements to operate a Hotel.

Points

My Score

163

Environmental

164

Social

165

Social

166

Social

167

Environmental

168

169

170

171

Minimum 1-5 (Revised Fire Code, Environmental Code, Air Pollution, Accessibility Law, etc.) 7.2 Barrier-free Facilities for Persons with Disabilities (PWD)

M M M M M

172

(Accessible Tourism) For PWD Rooms, 5% of all rooms shall be designated for PWD, but not less than 2 rooms. Reception areas shall provide low and recessed or split-level counters that can both accommodate standing persons and those seated on wheelchairs. All interior doors shall have at least a width of 35 inches to accommodate big and motorized wheelchairs. 44

173

174

No.

Ratings

Criteria / Indicators
PWD Bed rooms shall have the following: Lever type door handles. Dual height peepholes with the lower one at 39 inches from the floor. Light switches at maximum 47 inches from the floor. Electrical outlets at a minimum of 18 inches from the floor. Bed height at maximum of 20 inches Easy-to-open preferably sliding closet doors. Dual height hanger racks with the lower rack at 55 inches from the floor. PWD Bathrooms shall have the following: Toilet flooring of non-slippery surface materials even when wet. Toilet bowls should be positioned where a vertical or climbing bar shall be positioned on the wall at 12 inches from the front tip of the toilet bowl to offer support when users pull or elevate themselves to a standing position. Grab bars should be placed on both sides at 28-30 inches from the floor for the safety and effective utility, the distance between the bars not exceeding 30 inches. Toilet bowls should be elevated to a range of 18-20 inches from the floor. At least one Elevator with PWD-friendly features: Can accommodate a minimum of two (2) wheelchairs. The exterior and interior button panels shall not exceed 47 inches from the floor. The panel buttons shall feature Braille signs or otherwise embossed with familiar signs for those not educated in Braille. Speaker system shall also be in place to inform the blind to what floor the elevator is already at. Equipped with handrails placed in both sides at 28-30 inches from the floor. 45

Points

My Score

175

176

177

46

BOOK FOUR APPLICATION FOR ACCREDITATION Rule IV. Accreditation Process Section 1. Filing of Application. Any person, partnership, corporation or other entity desiring to operate a primary tourism enterprise as defined herein shall secure an accreditation from the Department. Application for accreditation shall be accomplished online. Section 2. Documentary Requirements. The Department shall issue a List of Documentary Requirements to be complied with by applicants as part of the accreditation process. Section 3. Inspection. An Inspection team shall conduct an audit of the establishment to determine its classification. An oversight committee from the Department shall conduct periodic inspection of the classified establishment. Section 4. Validity of Accreditation. The Certificate of Accreditation shall be valid for a period of two (2) years, unless sooner revoked by the Department. Section 5. Schedule of Fees. The Department shall issue a schedule of accreditation fees to be implemented by these Rules. BOOK FIVE CANCELLATION AND/OR DOWNGRADING OF ACCREDITATION Rule V. Cancellation and/or Downgrading of Accreditation Section 1. Grounds for Cancellation. Any of the following acts, omissions shall be sufficient grounds for the cancellation of accreditation: a. Making any false declaration or statement or making use of any such declaration or statement or any document containing the same or committing fraud or any act of misrepresentation for the purpose of obtaining the issuance of accreditation; b. Failure to comply with or contravene any of the conditions set forth in the certificate of accreditation; c. Failure to meet the standards and requirements for the operation of the establishment as prescribed in these Rules and Regulations; d. Allowing or permitting the establishment or its facilities to be used for prostitution particularly those involving children or any illegal, immoral or illicit activities; and e. Violation of or non-compliance with any of the provisions of these Rules, promulgated orders, decisions and circulars issued by the Department and other concerned government agencies.
47

Section 2. Procedure for Cancellation and/or Downgrading of Accreditation. Assessors shall submit a report with recommendations based on the inspection findings to the Office of Tourism Standards and Regulation (OTSR). The OTSR shall then send a letter to the concerned enterprise regarding its deficiencies, specifying a grace period of a minimum of 3 months within which to rectify such findings. Non-compliance within the allotted grace period may result in the cancellation and/or downgrading of accreditation of the concerned enterprise. The Department shall likewise inform the concerned local government unit regarding the accreditation status of the enterprise.

BOOK SIX SUPERVISION OF ACCREDITED ESTABLISHMENTS Rule VI. Supervision of Accredited Establishments Section 1. Display of DOT Accreditation Seal. The valid DOT accreditation seal shall be displayed in a conspicuous place of the establishment. Section 2. Non-Transferability of DOT Accreditation Seal. The rights and privileges over the accreditation shall be non-transferable. Section 3. Periodic Inspection. The Department may send an inspection team to the establishment for the purpose of finding out whether it is being kept and/or managed in a manner conformable to the standards set by the Department. The inspection shall be conducted at a reasonable time of the day with due regard and respect accorded to the right to privacy of parties concerned. Section 4. Defects and Deficiencies Found During the Inspection. Where certain defects and deficiencies have been found in the course of inspection, the Department shall give direction to the keeper, manager or operator to rectify the defects or deficiencies within a reasonable period of time. Section 5. Penalty for Failure to Remedy the Defects, etc. If the management fails to remedy the defects or deficiencies, the Department may withdraw the certificate of accreditation of the establishment. Section 6. Advertisements. All DOT accredited hotels, resorts and apartment hotels which shall advertise its business or services through print media must specify 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. Confidential Character of Certain Data. Information and documents received or filed with the Department in pursuance of the requirements of these Rules shall be treated as confidential and shall not be divulged to any private party without the consent of the party 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. Separability Clause. The provisions of these Rules are hereby declared separable, and in the event that any one or more of such provisions are declared invalid, the validity of all other provisions shall not be affected thereby. Section 4. Repealing Clause. All existing Rules and Regulations or Circulars issued by the Department of Tourism which are inconsistent with the provisions of these Rules, are hereby repealed and/or modified accordingly. Section 5. Effectivity. These Rules and Regulations shall take effect immediately.

APPROVED AND PROMULGATED THIS 2nd DAY OF May 2012, MANILA, PHILIPPINES.

(SGD.) RAMON R. JIMENEZ, JR. Secretary

ATTESTED:

(SGD.) ATTY. MA. VICTORIA V. JASMIN Undersecretary

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