Hotel Standard and Guidelines PDF

HOTEL
Standards & Guidelines
Assessment Criteria for the Australian STAR Rating Scheme

HOTEL – Standards & Guidelines
CONTENTS
General Overview............................................................................................................................... 4
History of STAR Ratings in Australia.................................................................................................... 4
AAA Tourism............................................................................................................................................. 4
ISO Certification...................................................................................................................................... 4
Code of Conduct................................................................................................................................. 5
Scheme Entry Criteria..................................................................................................................... 6
Category Requirements.................................................................................................................. 7
Determining A Star Rating............................................................................................................. 8
Guiding Principles..................................................................................................................................... 8
Primary, Split & Multiple Ratings........................................................................................................... 9
Minimum Standards............................................................................................................................... 10
Consumer Importance Weighting Index........................................................................................... 11
Licensing & Assessment Process...............................................................................................16
Hotel Standards & Guidelines....................................................................................................17
Guest Services........................................................................................................................................ 17
Recreational Facilities............................................................................................................................ 19
Building Exterior..................................................................................................................................... 20
Food & Beverage.................................................................................................................................... 22
Bedroom.................................................................................................................................................. 24
In–room Facilities................................................................................................................................... 36
Bathroom................................................................................................................................................. 47
Allowances & Dispensations........................................................................................................63
© Copyright AAA Tourism Pty Limited 2012 2D-1,F1-E_3.3 March 2012
Australian STAR Rating Scheme – Hotel Standards & Guidelines 2012 Page 2
CONTENTS
Disclaimer
The information contained in these Standards & Guidelines or in any Assessment conducted by AAA Tourism
made pursuant to these Standards & Guidelines:
• Does not constitute a representation or warranty that your Property complies with applicable laws;
• Should not be relied on as the reason you do or do not do anything,
• To the full extent permitted by law, AAA Tourism, its shareholders, officers, directors, employees and agents
will not be under any liability to any person in any respect of any loss or damage (including any consequential
loss or damage) which any person may directly or indirectly suffer as a result of using or relying on any
information contained in these Standards & Guidelines or on any Assessment made pursuant to.
• Where any statute implies any term in relation to any person’s use of these Standards & Guidelines which
cannot be excluded then that term is included, and the liability of AAA Tourism, its shareholders, directors,
officers, employees and agents for breach of that term is limited to the re–supply of the relevant service to
which the breach relates.
For more detailed information on the Australian STAR Rating Scheme,

visit aaatourism.com.au:
Or, contact AAA Tourism on (03) 8601 2200 and

email: starratingsaustralia@aaatourism.com.au
CONTENTS
GENERAL OVERVIEW
History of STAR Ratings in Australia
STAR Ratings are an internationally recognised quality assurance symbol for accommodation and provide
confidence for consumers that they are booking a property that has been independently assessed.
STAR Ratings are used in more than 70 countries world–wide and symbolise the level of facilities, cleanliness,
maintenance, quality and condition a guest can expect when staying at a particular property.
The official Australian STAR Rating Scheme enjoys a long and distinguished heritage with the Australian Auto
Clubs, stretching back 95 years to 1915 when the Clubs first provided their members with information on
accommodation establishments in Australia.
Since 1963 the Australian Auto Clubs have officially rated accommodation properties under a national system.
As travellers came to trust the Clubs and their official STAR Ratings, a national scheme emerged during the 80s
and 90s for a range of accommodation types, such as Caravan Parks, Hotels, Motels, Serviced Apartments, Bed
& Breakfast, and Guesthouses.
Today, the Australian STAR Rating Scheme is managed on behalf of the Australian Auto Clubs by AAA
Tourism and features more than 7,000 properties across six defined categories or types of accommodation.
AAA Tourism
The official STAR Ratings in Australia are the Trade Marks of AAA Tourism Pty Ltd. AAA Tourism manages the
Australian STAR Rating Scheme under licence from Australian Motoring Services, a wholly owned subsidiary of
the Australian Auto Clubs: the NRMA, RACV, RACQ, RAA, RACT and RAC.
AAA Tourism is also a partner in Club Tourism Publishing, a Trans–Tasman joint venture between Australian
Motoring Services and the NZ Automobile Association.
Club Tourism Publishing is an integrated tourism publishing and marketing business that targets up to 8 million
members of the Australian and NZ Auto Clubs, as well as more than 2 million trans–Tasman leisure and
business travellers.
Club Tourism Publishing publishes more than 3.8 million guides and 3.5 million maps that feature over 8,000
properties, attractions and related travel services across Australia and NZ.
ISO Certification
STAR Ratings Australia (an operating unit of AAA Tourism Pty Ltd) is Quality Endorsed and holds ISO
9001:2008 Certification. It is our objective to adopt a total quality management approach, committed to
compliance and continual improvement. The processes contained within the STAR Ratings quality management
system provide for review of quality policy and objectives for performance and continuing suitability. Certificate
no. QEC23341.
CONTENTS
CODE OF CONDUCT
As a STAR Rated property the proprietor/manager is required to observe the following Code of Conduct at
all times:
• Give conscientious attention to guest care and service. Rude, indifferent or poor service is unacceptable;
• Be professional in all dealings with AAA Tourism or our representatives. Rude, insulting or threatening
behaviour is unacceptable;
• Regard all guests with equal respect and consideration;
• Give full consideration to the particular requirements of guests with disabilities and guests with special needs,
and make suitable provision where applicable;
• Ensure all guest enquiries, requests, bookings, refunds and correspondence are dealt with promptly and
courteously;
• Advise guests at the time of booking, and subsequently if requested, differences in the accommodation and
facilities provided from that promoted by the property;
• Ensure guests are informed of all the terms and conditions of the booking contract including the terms of
payment and any cancellation conditions, prior to or at the time of making the booking;
• Unless required by law, information concerning an individual guest to another entity, without the guest’s
permission, will not be provided;
• Operate on an ethical, business like basis;
• Ensure that advertising (including brochures or other printed or electronic media) is accurate and truthful,
and free of ambiguity which could create a misleading impression or otherwise be contrary to the guest’s
interests;
• Establish and maintain procedures for the effective handling of any complaints. Ensure all complaints are dealt
with properly and reasonably;
• Act in an environmentally responsible way.
CONTENTS
SCHEME ENTRY CRITERIA

Hotel properties must comply with the following criteria before they can be measured against the Standards &
Guidelines of the official STAR Rating Scheme in Australia:
• The property holds all relevant insurances; including workers compensation as well as public liability to the
value of $10,000,000.
• The property complies with all relevant and applicable legal and/or regulatory obligations, including
compliance with all Competition and Consumer Act, Consumer Affairs, and Occupational Health & Safety
obligations.
• The property is effectively maintained and clean for all guests at all times.
• The property can provide evidence of formalised Housekeeping procedures.
• Guests have 24 hour ease–of–access to their accommodation.
• All guest accommodation has lockable entry doors and secure windows.
• All guest accommodation has effective visual and physical privacy from exterior areas or locations.
• Clear and visible signage is displayed for the property, including the display of the official STAR Rating
relevant for that property and in a visible position for all guests.
• The property owner/manager has notified AAA Tourism Pty Ltd of all rooms that are available for
guest accommodation.
• The property agrees that AAA Tourism Pty Ltd reserves the right to request a physical assessment at any
time and according to the relevant category Standards (subject to reasonable prior notification).
• The property has a dedicated website and/or email address and can accept bookings year–round (as at
January 1, 2013).
• The property complies with the STAR Rating Scheme ‘Code of Conduct’.
Failure to comply with the Scheme Entry Criteria will result in the suspension of the property’s STAR Rating
application or removal of the property from the STAR Rating Scheme.
CONTENTS
CATEGORY REQUIREMENTS
For a Hotel to receive a STAR Rating the following requirements must be met:
• Guests must be able to contact a property representative in the case of an emergency; 24 hours a day, 7
days a week. Contact details and phone numbers must be clearly displayed in–room and/or onsite.
• The property must feature a dedicated reception area and/or service desk for guest arrivals and departures.
• Bedding (two blankets/quilts, two sheets and pillow) must be provided for all beds and included in the rate.
• One towel per guest and bath mat per room must be provided and included in the rate.
• Soap (or dispensed liquid soap) must be provided per guest and included in the rate.
• Daily housekeeping services are available for all guests.
• Property must include shower and toilet facilities.
CONTENTS
DETERMINING A STAR RATING

Guiding Principles
Any Hotel licensed to display an official STAR Rating must achieve and maintain very high standards of
cleanliness – from 1 STAR through to 5 STAR.
A series of guiding principles help categorise the standard of quality, attributes and amenities expected of each
STAR Rating band:
Properties that typify excellence across all areas of operation. Guests will enjoy
an extensive range of facilities and comprehensive or highly personalised service
relevant to the accommodation type. Properties at this level will display excellent
design quality and attention to detail.
Properties which satisfy the varied and discerning needs and wants of their guests.
A wide range of facilities is typically complemented by service standards that deliver
a superior accommodation experience. Superior design qualities reflect the level of
comfort expected by guests.
Properties that deliver service standards and a broad range of facilities or amenities
that exceed above–average accommodation needs. Good quality design and
physical attributes are typically fit for purpose and enhance the overall guest
experience.
Properties with adequate standards of quality and a moderate range of facilities that
are positioned to meet the needs of price conscious travellers. Services are typically
limited to accommodate the independent traveller but may be available upon
request or fee–based.
Properties that meet acceptable standards of quality and offer basic facilities
without compromising cleanliness or guest security. Guests may access fee–based
services or facilities upon request.
Half “STAR” Ratings indicate modest improvements in the quality and condition of a property’s facilities,
amenities and services.
CONTENTS
Primary, Split & Multiple Ratings

1. Primary Rating
A minimum 60% of total rooms must achieve the percentage scores needed for a particular STAR Rating, or
‘Primary Rating’:
ROOM STANDARD TOTAL UNITS % TOTAL STAR RATING

Room Standard #1 65 65% Primary Rating of 4 STAR
Room Standard #2 35 35%
If the property does not achieve the required 60% then the rooms or room standards with the lowest
percentage scores will determine the ‘Primary Rating’:

Lowest score achieves a
Primary Rating of 4 STAR
2. Split Ratings
Split Ratings cater for those properties that have various standards of accommodation that may result in
different STAR Ratings if assessed individually:

Room Standard #1 46 46% Primary Rating of 4 STAR
Room Standard #2 54 54% Split Rating of 4½ STAR
The ‘Primary Rating’ of the property will be 4 STAR, however, the property is now licensed to promote each
STAR Rating according to the room standard offered for sale. A minimum of four rooms or 20% of total units
(which ever is greater) is required to warrant a Split Rating.
3. Multiple Category Ratings
A property may also have a range of accommodation standards that could fall under different STAR Rating
categories. For example, a Hotel may also include separate accommodation such as one–two–three bedroom
apartments that satisfy the Category Requirements for Serviced Apartments. A minimum of two rooms or 10%
of total rooms (which ever is greater) is required to warrant Multiple Ratings
CONTENTS
Minimum Standards
An official STAR Rating is awarded against the lowest ranking a property achieves from the three key
areas of assessment:
1. Facilities & Services
2. Cleanliness
3. Quality & Condition
The overall result or percentage scores correspond directly with the range of facilities & services and their level
of cleanliness, quality & condition.
The table below shows the results for a 4½ STAR Hotel property and how the lowest ranking from the three
key areas of assessment determines the official STAR Rating.
FACILITIES & QUALITY &

CLEANLINESS STAR RATING
SERVICES CONDITION
Excellent (85–100%) Excellent (95–100%) Excellent (90–100%)
Superior (70–84%) Superior (75–89%)
Very Good (60–69%) Very Good (65–74%)

Very Good (85–94%)
Good (55–64%)
Good (50–59%)
Reasonable (45–54%)
Moderate (35–44%)
Moderate (30–49%)
Adequate (30–34%)
Good (75–84%)
Satisfactory (25–29%)
Acceptable (20–29%)
Acceptable (20–24%)
Cleanliness is the most important area of assessment and official STAR Ratings will only be awarded to Hotels
that achieve and maintain an overall minimum standard of 75%.
The benchmarks or percentage bands used to determine a STAR Rating have been substantiated by field
testing and consumer research.
CONTENTS
Consumer Importance Weighting Index

The ‘Consumer Importance Weighting Index’ is a statistically robust and proven evaluation technique that was
developed by experts from the (then) Sustainable Tourism CRC at Victoria University.
Each area of a Hotel that is assessed for an official STAR Rating has been ranked according to its importance
to the guest or consumer. The Bedroom area is considered by the consumer as the most important and,
therefore, has been given the highest overall weighting:

CLEANLINESS
AREA SERVICES CONDITION
CONSUMER IMPORTANCE WEIGHTING
Bedroom 25% 21% 22%
Bathroom 17% 22% 18%
In–Room Facilities 14% 17% 17%
Recreation Facilities 12% 11% 10%
Food & Beverage 11% 9% 12%
Guest Services 11% 8% 11%
Building Exterior 10% 12% 10%
100% 100% 100%
Each area is then broken down into groups and also ranked, using the Bedroom as an
example:

CLEANLINESS
BEDROOM SERVICES CONDITION
Bedcovers n/a 1.8%
Bedding 3% 3.8%
Mattress/Size of Bed 5.2% 5.9%
Clothes Storage &
3.4% 1.8%
Bed Furnishings
Bedside Lighting 1.2% Minimum Overall 0.6%
Score of “Good”
Room Lighting 1.5% Required 1.6%
Free Floor Space 5.2% n/a
Window Coverings
5.5% 2.8%
& Privacy
Walls & Ceilings n/a 2.4%
Floor Coverings n/a 1.3%
25% 21% 22%
CONTENTS
These groups are broken down to corresponding Standards & Guidelines across the three key areas of
assessment:
Facilities & Services

Standards have been ranked by the consumer and are measured against a value scale of 1 (least important)
through to 6 (most important). Using the “Mattress/Size of Bed” criteria as an example:
According to the Consumer Importance Weighting Index, the most a property may score for a Mattress/Size
of Bed is 5.2%:

CLEANLINESS
SERVICES CONDITION
Minimum Overall
5.2% Score of “Good” 5.9%
Required
The Mattress/Size of Bed is then measured against the ranking scale and Guidelines, with a King Size Bed
awarded the maximum value of 6, a Queen Size Bed a value of 5, and Standard Double or Standard Single/
Twins a value of 3:
Maximum
Standard Guideline
Rank/Value
A King Size Bed will measure 2030mm x 1830mm or split
King Size 6
king or 2 x king singles
Queen Size 5 Minimum 2030mm x 1530mm
Standard Double 3 Minimum 1900mm x 1370mm.
Standard Single/Twin 3 Minimum 1800mm x 920mm.
As a result, King Size Beds will achieve the total 5.2% weighting for this criteria.
Maximum
Standard Weight Result
Rank/Value
King Size Bed 6 100% 5.2%
Queen Size Bed 5 83% 4.3%
Standard Double 3 50% 2.6%
Standard Single/Twin 3 50% 2.6%
CONTENTS
Cleanliness
Cleanliness is measured across a broad range of Standards to determine an overall result. As cleanliness is the
most important factor for the consumer, it is now an immediate pass or fail for any assessment.
A property must achieve a minimum overall score of 75% for cleanliness to receive an official STAR Rating or
to remain eligible in the Scheme.
If Cleanliness is the lowest ranking of the three key areas of assessment, the property will be issued a ‘Rating
Under Review’ status and be subject to an unannounced assessment within six months at the property’s
expense. Should the subsequent assessment not meet the required Standard, the property remains ‘Rating
Under Review’ until next assessment.
Cleanliness is simply defined as the absence of dirt, including dust and stains, at the time of assessment.
Cleanliness is assessed at 63 areas throughout a Hotel, from bedding, floors, appliances, toilet or shower recess
(for example), to the building exterior.
Standards are measured against a value scale of Major–Some–Minor–None, with Major awarded the lowest
value and None the highest. In particular, properties will be measured against two key factors:
• The degree of cleanliness; AND/OR
• The frequency of issues that have been identified.
As before, using the ‘Mattress/Size of Bed’ criteria as an example:

RANKING SCALE
BEDDING
STANDARDS MAJOR SOME MINOR NONE
Mattress Degree: Degree: Degree: No Issues
Severe/Heavy Moderate Light
Frequency: Frequency: Frequency:
Major issues (>4) Some issues (3-4) Few issues(<3)
Severe/Heavy issues would include major ie: large or numerous marks/discolouration on mattress/base which
are unable to be removed; thick dust build–up.
Moderate issues would include obvious marks/discolouration on mattress/base, maybe removable; build up of
dust.
Light issues would include less obvious marks on mattress/base and/or minor dust which would be easily
removed.
CONTENTS
Quality & Condition

Standards are measured against a combined value scale, for example:
1. Quality (Satisfactory–Moderate–Good–Very Good–Excellent)
MATTRESS & BASE

SATISFACTORY MODERATE GOOD VERY GOOD EXCELLENT
• 100mm (approx) • 200mm (approx) • standard coil • coil spring ensemble • latex or pocket
foam mattress on high density foam spring ensemble or or equivalent, comfort spring ensemble or
wire/chipboard mattress on wire/ply equivalent, comfort layers, pillow top equivalent with deep
base, basic shallow timber base, shallow layers, may have comfort layers and
innerspring innerspring added pillow top • separate mattress thick pillow top
topper – microfibre,
• no topper • separate mattress • separate mattress down • separate mattress
topper –polyester topper – microfibre topper – goose down
or latex
For the purpose of assessing quality, the words satisfactory, moderate, good, very good and excellent are
used to signify the different standards in broad terms. The Standards are defined by typical indicators which
represent consumer expectations. These indicators are neither prescriptive nor definitive to recognise the wide
variety of elements that may be included.
The assessment of quality includes design elements, material, construction technique, sustainability, experiential
and functional. Consumer research also showed ‘modernity’ (stylishness, freshness, innovativeness, avant-garde)
to be a significant component of quality.
These indicators were established by Australian accommodation operators and suppliers, as well as
independent experts from the RMIT School of Design in Melbourne, Victoria.
2. Condition (Major–Some–Minor–None)
Condition is measured against the same ranking scale as Cleanliness with Major awarded the lowest value and
None the highest.
RANKING SCALE
BEDDING
STANDARDS MAJOR SOME MINOR NONE
Mattress Degree: Degree: Degree: No Issues
Severe/Heavy Moderate Light
Frequency: Frequency: Frequency:
Major issues (>4) Some issues (3-4) Few issues(<3)
Condition is defined as the absence of defects, tears, stress or wear, holes, or frays at the time of assessment.
Severe/heavy issues may include mattress/base with large tears/holes, sagging, visible springs.
Moderate issues may include mattress/base with fabric showing signs of wear, small tears/holes, weakening of
mattress sides/edges.
Light issues may include mattress padding beginning to flatten, ‘pulled threads’ in fabric.
CONTENTS
Values for Quality & Condition are combined and weighted according to where consumers have high or low
expectations.
For example, the quality and condition of a Mattress is the most important element in a Bedroom while
Bedside Lighting is the least important. Both must be of acceptable quality and condition, but different
weightings will apply to the final result or percentage score:

CLEANLINESS
BEDROOM SERVICES CONDITION
Bedcovers n/a 1.8%
Bedding 3% 3.8%
}
Mattress/Size of Bed 5.2% 5.9% Quality & Condition
Clothes Storage & of Mattress more
3.4% 1.8% important than
Bed Furnishings
Bedside Lighting 1.2% Minimum Overall 0.6% Bedside Lighting
Score of “Good”
Room Lighting 1.5% Required 1.6%
Free Floor Space 5.2% n/a
Window Coverings
5.5% 2.8%
& Privacy
Walls & Ceilings n/a 2.4%
Floor Coverings n/a 1.3%
25% 21% 22%
CONTENTS
LICENSING & ASSESSMENT PROCESS

Scheme Entry Criteria Satisfied
STAR Rating Licence Application
Licence Application Approved
Property Assessment Completed
Provisional STAR Rating Issued
Assessment Audit & Confirmation
Assessment Report Issued Dispute Resolution
STAR Rating Licence Issued
CONTENTS
HOTEL STANDARDS & GUIDELINES

GUEST SERVICES
CLEANLINESS
SERVICES CONDITION
11% 8% 11%
Reception/Reception Hours
CLEANLINESS
SERVICES CONDITION
Min Overall Score of
5.5% 8.8%
‘Good’
Facility Guidelines:
Maximum
Standard Guideline
Rank/Value
Reception staffed 24 hours, 7 days a
24 hours 6
week.
Reception staffed 16 hours plus night
Or – Minimum 16 hours 5
bell or direct phone to manager.
Or – Minimum 14 hours 4 As above – 14 hours.
Or – Less than 8 hours 1 As above – less than 8 hours.
Condition scores apply in lieu of Quality Guidelines.
CONTENTS
Customer/Guest Services
CLEANLINESS
SERVICES CONDITION
5.5% 2.2%
‘Good’
Maximum
Standard Guideline
Rank/Value
Evidence of formal guest feedback/
Guest Feedback Practices 5
satisfaction surveys and practices.
Evidence of guest service induction and
Staff Induction & Training 4
training programs for all staff.
Dedicated business centre including
Business Centre 3
computer, printers, internet access.
Dedicated day spa, professionally staffed
Day Spa 3
offering a variety of treatments.
Internet Kiosk 3 Available on site.
Staff available to provide secretarial
Secretarial 2
services.
Concierge/Porter 3 Dedicated and staffed concierge desk.
Lounge/bar areas available to all in
Lounge/Bar Area 3
house guests may be in public areas.
Club lounge available to ‘club member’
guests only, providing business facilities,
Club Lounge 3
refreshments during the day, drinks/
canapés in evenings.
Wireless internet connection available in
Wireless Internet 3
public areas of property.
Housekeeping 24 hours Housekeeping services available 24
5
Inclusive hours, 7 days and included in the rate.
Housekeeping services available less
Or – Housekeeping <24
4 than 24 hours, 7 days and included in
hours Inclusive
the rate.
Or – Housekeeping Fee– Housekeeping services available upon
3
Based request and fee–based.
Maximum 1 ‘other’ customer/guest
Other 2
service to apply.
Condition scores and Quality Guidelines do not apply.
CONTENTS
RECREATIONAL FACILITIES
CLEANLINESS
SERVICES CONDITION
12% 11% 10%
A tolerance may apply for all measurements (under) and will be confirmed upon assessment.
Maximum
Standard Guideline
Rank/Value
Large Swimming Pool 4 Minimum size 15m x 5m or 75sqm.
Or – Medium Swimming
3 Minimum size of 10m x 4m or 40sqm.
Pool
Less than 10m x 4m or 40sqm but
Or – Small Swimming Pool 2
greater than 24sqm.
Indoor Pool 2 Heated indoor pool.
Pool towels available in–room/pool
Pool Towels 1
area/reception.
Sauna 2 Available to guests within the complex.
Steam Room 2 As above.
Spa/Hot Tub 2 As above.
Tennis Court 2 As above.
Or – Half Court Tennis 1 As above.
Minimum of 3 separate pieces of
Gym 2
equipment, on site.
Gym towels available in-room/gym area/
Gym Towels 1
reception.
Maximum 1 ‘other’ recreational facility
Other 2
to apply.
CONTENTS
BUILDING EXTERIOR
CLEANLINESS
SERVICES CONDITION
10% 12% 10%
Parking Area/Driveways
CLEANLINESS
SERVICES CONDITION
10% 3.5%
‘Good’
Maximum
Standard Guideline
Rank/Value
Valet Parking 5 Dedicated valet parking.
Onsite parking to all rooms. Allowance
Or – Sufficient Onsite is given for properties located within
4
Parking 5km of city – these properties must
provide one car space per two units.
Or – Dedicated Off–Site Conveniently located off–site parking –
3
Parking vouchers provided.
Parking accessible via key, intercom, or
Secure Car Parking 2
electronic card.
Under cover parking provided for all
Covered Parking 3
rooms.
Under cover access to reception. Access
Weather Protection 2 for check in from underground parking
acceptable.
Video surveillance of car parking area/all
External Video Surveillance 3
guest vehicles, external common areas.
CONTENTS
Signage
CLEANLINESS
SERVICES CONDITION
n/a 2.4%
‘Good’
Facility Guidelines do not apply.
Building Wall Surfaces

CLEANLINESS
SERVICES CONDITION
n/a 4.1%
‘Good’
CONTENTS
FOOD & BEVERAGE

CLEANLINESS
SERVICES CONDITION
11% 9% 12%
Restaurant/Cafe
CLEANLINESS
SERVICES CONDITION
4% 12%
‘Good’
Maximum
Standard Guideline
Rank/Value
7 days – 3 meals within the hotel
Restaurant/Cafe 5
complex.
Or – Restaurant/Cafe 4 7 days – 2 meals as above.
Or – Restaurant/Cafe 3 7 days – 1 meal, as above.
Or – Restaurant/Cafe 2 5 days – 1 meal, as above.
A separate dining area to above,
Separate Additional providing meals/snacks with dedicated
2
Dining Facility menu, or charge back arrangements
with external eatery.
CONTENTS
Room Service
CLEANLINESS
SERVICES CONDITION
7% n/a
‘Good’
Maximum
Standard Guideline
Rank/Value
3 Meals & 7 days 4 3 Meals to rooms – 7 days.
Or – 2 Meals & 7 days 3 2 meals to rooms – 7 days.
Or – 1 Meal & 7 days 2 1 meal to room – 7 days.
24 hour provision of beverages, snacks
24hr Room Service 4
and ice. Menu in–room.
Or – 16hr Room Service 3 As above – minimum of 16 hours.
Or – 12hr Room Service 2 As above – minimum 12 hours.
Selection of alcoholic and non–alcoholic
beverages plus light snacks eg peanuts,
Full Mini Bar 3
chips, chocolates. Mini Bar price list to
be in rooms.
Selection of non alcoholic and/or
Or – Limited Mini Bar 2
alcoholic drinks.
Vending Machine/Smart Vending machine/smart bar available 24
2
Bar hours.
Condition scores and Quality Guidelines do not apply for these Standards.
CONTENTS
BEDROOM
CLEANLINESS
SERVICES CONDITION
25% 21% 22%
Bedcovers
CLEANLINESS
SERVICES CONDITION
n/a 1.8%
‘Good’
Quality Guidelines:
Areas considered in this assessment include: bedspread, quilt, doona cover, top sheet of triple sheeting,
decorative pillows, accessories such as throws, cushions, bed runners, bed base covering i.e. valance or
upholstered.
BEDCOVERS
• quilt – polyester/ • quilt – polyester fill • quilt –microfibre/ • quilt – feather & • quilt – wool, 100%
mix fill feather fill down fill, microfibre/ goose down fill
• basic throw over down fill
• basic throw over bedcover – single/ • standard quilted/ • thickly quilted
bedcover single layer lined fabric eg reversible throw over • thickly quilted tailored bedspread –
of fabric eg synthetic cotton/synthetic mix bed cover – fabric eg tailored bedspread – fabric eg silk
mix cotton fabric eg high thread
• triple sheeting count cotton • triple sheeting
• triple sheeting (linen/sheets quality • triple sheeting (linen/sheets quality
(linen/sheets quality guidelines apply) (linen/sheets quality • triple sheeting guidelines apply)
guidelines apply) guidelines apply) (linen/sheets quality
• poly cotton valance guidelines apply) • custom designed
• no valance or basic • fitted tailored valance which is
synthetic ‘gathered’ • limited coordination valance, factory • fitted valance of lined– fabric eg silk
style of style or design upholstered quality heavy fabric
or lined, and maybe • coordinated with
• no coordination of • coordinated style and quilted obvious use of
style or design design elements elements and
• custom designed and principles of design
coordinated with
room style
CONTENTS
Bedding
CLEANLINESS
SERVICES CONDITION
3% 3.8%
‘Good’
Maximum
Standard Guideline
Rank/Value
Mattress Protector All mattresses to have protective cover
3 – may/may not have stain/waterproof
barrier.
Pillow Protector 3 All pillows have protective cover.
Additional blanket/quilt provided
Spare Blankets/Quilts 2 for each bed – in room or 24
housekeeping.
CONTENTS
Quality Guidelines:
These Guidelines are typical indicators that may include, but are not limited to, the following:
BEDDING
Sheets & Pillowcases
• fabrics eg synthetic • fabrics eg poly cotton • fabric such as • fabrics such as • fabrics such as tightly
mix, thinly woven (eg 80/20) or thinly polycotton (eg polycotton (eg woven pure cotton
cotton woven cotton 50/50), medium 20/80)
weave cotton • professionally
• creased • creaseless • professionally laundered/pressed
• creaseless laundered/creaseless
• top sheet/pillow case • top sheet/pillow • header decorative
– no header, basic case – no header, • header minimal • header decorative enhancement such as
narrow hem standard hem decorative enhancement such hem stitched, piping,
enhancement such as ‘cuffed’ and twin pillowcases may be
as ‘cuffed’ with single stitching finished with self
stitching flange
Mattress/Pillow Protectors
• synthetic or • synthetic fabric • quilted cotton/poly • quilted cotton/poly • protectors thickly
bonded fabric eg cotton protectors cotton protectors quilted, tightly woven
polypropylene • mattress protector cotton
with elastic anchor • mattress protector • mattress protector
• mattress protector straps with elastic straps with elastic straps/ • mattress protector
with elastic anchor fitted sheet style fitted sheet style or
straps • pillow protector, • pillow protector zip closure
medium weave quilted cotton/blend, • pillow protector
• pillow protector cotton envelope style envelope slip cover quilted cotton • pillow protector
bonded or zip closure envelope slip cover thickly quilted tightly
polypropylene, woven cotton,
envelope style or zip zipped closure
closure
Pillows
• fill – polyester • fill – polyester/ • fill – microfibre, • fill – microfibre, • fill – goose down,
microfibre mix feather down/feather mix, latex
• cover – bonded may have latex core,
fabric eg • cover woven • cover – woven fabric memory foam • cover – tightly woven
polypropylene synthetic fabric eg eg cotton or cotton/ cotton with double
polyester synthetic mix • cover – woven fabric stitching/piping with
eg cotton or cotton/ boxed edge
synthetic mix
Blankets
• acrylic or polyester • synthetic mix such as • cotton blends, wool • cotton, wool blends • wool with satin
polyester fleece blends, synthetic edging, cashmere,
velour fine cotton
CONTENTS
Mattress/Size of Bed
CLEANLINESS
SERVICES CONDITION
5.2% 5.9%
‘Good’
Maximum
Standard Guideline
Rank/Value
Minimum 2030mm x 1830mm – Or
King Size 6
split king or 2 x king singles.
Queen Size 5 Minimum 2030mm x 1530mm.
Standard Double 3 Minimum 1900mm x 1370mm.
Standard Single/Twin 3 Minimum 1800mm x 920mm.
Quality Guidelines:
MATTRESS & BASE

• 100mm (approx) • 200mm (approx) • standard coil • coil spring ensemble • latex or pocket
foam mattress on high density foam spring ensemble or or equivalent, spring ensemble or
wire/chipboard mattress on wire/ply equivalent, comfort comfort layers, pillow equivalent with deep
base, basic shallow timber base, shallow layers, may have top comfort layers and
innerspring innerspring added pillow top thick pillow top
• separate mattress
• no topper • separate mattress • separate mattress topper – microfibre, • separate mattress
topper –polyester topper – microfibre down topper – goose
down or latex
CONTENTS
Clothes Storage & Bed Furnishings

CLEANLINESS
SERVICES CONDITION
3.4% 1.8%
‘Good’
All measurements will be taken from within any frames and a tolerance of 20mm may apply for all
measurements (under) and will be confirmed upon assessment.
Maximum
Standard Guideline
Rank/Value
Bedside table/shelf provided adjacent to
Bedside Table/Shelf – All 3 all permanent sleeping positions (except
upper bunk).
Or – Less Than All 2 As above – to minimum of 50%.
Bedside Table/Shelf – Minimum space 900sqmm for each
2
Adequate Size permanent sleeping position.
Clock Radio/Alarm 3 Clock/Alarm (may be part of television).
Minimum 1200mm(H) x 400mm(W)
Full Length Mirror 3 (minimum height of 1800mm from floor
to upper edge of mirror).
Or – Medium Mirror 2 Minimum 600mm(H) x 350mm(W).
Or – Small Mirror 1 Less than 600mm(H) x 350mm(W).
Wardrobe/Purpose Built Wardrobe or purpose built hanging
3
Hanging Space space.
Screened From Room 2 Doors or walk in robe.
Minimum of free hanging space
Spacious Wardrobe 2 – 1550mm(H) x 750mm(W) x
550mm(D).
Minimum of free hanging space
Or – Adequate Wardrobe 1 1400mm(H) x 450mm(W) x
450mm(D).
Minimum 3 clothes hangers per sleeping
Sufficient Clothes Hangers 2
position.
Clamp Hanger Provided 2 Minimum 1 clamp hanger per wardrobe.
Minimum 400mm(W) x 300mm(D)
Sufficient Drawers or x 100mm(H) for each permanent
2
Enclosed Shelf Space sleeping position, measurements maybe
accumulative.
Or – Sufficient Shelf Space 1 As above – shelf space not enclosed.
Defined Luggage Rack 2 Fixed or portable luggage rack.
CONTENTS
Quality Guidelines:
Areas considered in this assessment include wardrobe(s) including internal, hanging space, drawers, shelving
space, dressing table, luggage racks, coat hangers and wardrobe door handles/knobs; bed heads, bedside tables/
shelves, and clothes storage including drawers, wardrobes and mirrors. These Guidelines are typical indicators
that may include, but are not limited to, the following:
CLOTHES STORAGE & FURNISHINGS

• material eg aged/ • materials eg • materials eg timber • materials eg designer • materials eg solid
dated melamine/ melamine, imitation plywood, melamine, timber veneers timbers
laminates/timber timber veneers, timber veneers,
MDF, PVC laminates laminates • glass tops eg with • marble, stone
polished edges
• glass tops eg with • glass tops eg with • glass tops eg with reconstituted stone • mirror – custom
unpolished edges, polished edges, polished edges, designed framed
aged laminates laminates laminates • mirror – custom with polished,
designed frame bevelled edge
• mirror – unframed • mirror – basic plastic • mirror – powder
frame coated frame, • frameless mirrored • custom designed
• basic wardrobe unframed bevel wardrobe doors, frameless mirrored
doors, painted • wardrobe doors timber, timber wardrobe doors,
chipboard aged/dated • aluminium/powder veneer solid timber
melamine/laminates coated framed,
• no backing, no mirrored wardrobe • concealed hardware • concealed hardware,
runners, staples • drawer runners, doors, melamine/ interior illumination
glued joins • custom design and
laminate
• no coordination of coordinated with • coordinated with
style or design • limited coordination • backed, drawer overall room style/ obvious use of
of style or design runners, screws theme elements and
principles of design
• coordinated style/
design elements
CONTENTS
Bedside Lighting
CLEANLINESS
SERVICES CONDITION
1.2% 0.6%
‘Good’
Maximum
Standard Guideline
Rank/Value
Bedside lighting to all permanent
Bedside Lighting – All 3
sleeping positions.
As above to minimum 50% of
Or – Less Than All 2
permanent sleeping positions.
Separate switches that operate
Individual Switches 2 individual lights/lamps to all permanent
sleeping positions.
Quality Guidelines:
Areas considered in this assessment include bed lamps, bed lights, light shades & diffusers. These Guidelines are
typical indicators that may include, but are not limited to, the following:
BEDSIDE LIGHTING
• dated pelmet, • fluorescent lighting • standard down or • down lights – • architectural design
fluorescent lighting wall mounted lights halogen or LED down lighting
• light–weight lamp
• small ineffective base with basic • weighted bedside • custom made • designer bedside
bedside lamps shade, touch lights lamp, may have bedside lamps, lamps with solid
directional head weighted base construction
• power cords • power cords
exposed exposed • attempts to conceal • power cords • power cords
power leads concealed concealed
• no coordination of • limited coordination
style or design of style or design • coordinated style/ • custom design and • coordinated with
design elements coordinated with obvious use of
overall room style/ elements and
theme principles of design
CONTENTS
Bedroom Lighting
CLEANLINESS
SERVICES CONDITION
1.5% 1.6%
‘Good’
Maximum
Standard Guideline
Rank/Value
Effective lighting to all functional areas of
Sufficient Lighting 3
bedroom.
Spare power point/s provided in each
room – double adaptors and power
Spare Power Point(s) 2
boards (without individual switches) are
not acceptable.
Quality Guidelines:
Areas considered in this assessment include bed lamps, bed lights, light shades & diffusers. These Guidelines are
typical indicators that may include, but are not limited to, the following:
BEDROOM LIGHTING
• exposed globes or • fluorescent lighting • standard down lights • down lights – • architectural design
fluorescent tubes diffuser panels halogen or LED down lights
• oyster fittings with
• dated light fixtures • basic oyster lighting design element • custom light shades • designer light fittings,
and fittings may be sensor may have electronic
• limited coordination • coordinated style/ lighting with manual controls, digital touch
• no coordination of of style or design design elements over–ride pads
style or design
• custom design and • coordinated with
coordinated with obvious use of
CONTENTS
Window Coverings & Privacy

CLEANLINESS
SERVICES CONDITION
5.5% 2.8%
‘Good’
Maximum
Standard Guideline
Rank/Value
Bedroom window screening – (eg sheer
curtain, blinds, window tinting) allows
Adequate Day Privacy 6
in–room guest to see ‘out’ and gives
privacy from external.
All opening windows/glass sliding doors
Adequate Night Privacy 6
fitted with covering for total privacy.
Fine mesh screening on all opening
Insect Screens 2
windows/sliding doors.
Quality Guidelines:
Areas considered in this assessment include blinds/curtains, drapes, window trims, (including pelmets). These
Guidelines are typical indicators that may include, but are not limited to, the following:
WINDOW COVERINGS
• curtain fabric unlined • curtain fabric with • curtain fabric – • thick quality drapes • thick quality drapes
or without bonded bonded backing coated or bonded with separate with generous
backing back insulated lining fullness with separate
• sheer curtains with
lining and separate
• no sheers little or no ‘fullness’ • standard sheer • sheers with generous
insulated backing,
curtains ‘fullness’
• exposed tracking/ • exposed tracking maybe motorised
conduit rod • tracking exposed, • bulkheads, pelmets
• aged venetians • quality sheers with
designer rods concealed tracking
• plastic venetians generous ‘fullness’,
• aged roller blinds
• imitation timber • woven fibreglass, may be motorised
• plastic roller blinds,
• limited coordination venetians/shutters channelled roller
vertical blinds • bulkheads, pelmets
of style or design blinds
• ‘woven’ plastic and/or other design
• no coordination of
roller blinds • contemporary timber elements concealing
style or design
venetians/shutters tracking/hardware
• coordinated style/ • quality timber
design elements • custom design and
coordinated with venetians/shutters
overall room style/ • custom made
theme motorised/channelled
blinds
• coordinated with
obvious use of
elements and
CONTENTS
Free Floor Space

CLEANLINESS
SERVICES CONDITION
5.2% n/a
‘Good’
Areas within the bedroom that are less than 500mm will not be considered as part of the overall floor space.
Entrances will be included as part of overall floor space. A tolerance may apply for all measurements (under)
and will be confirmed upon assessment.
Maximum
Standard Guideline
Rank/Value
Minimum 12sqm or greater of free floor
Spacious Area 4
space.
Minimum 9sqm or greater of free floor
Or – Medium Area 3
space.
Minimum of 6sqm or greater of free
Or – Small Area 1
floor space.
CONTENTS
Floor Coverings
CLEANLINESS
SERVICES CONDITION
n/a 1.3%
‘Good’
Quality Guidelines:
FLOOR COVERINGS
• poly propylene • nylon carpet, low • medium density • high density wool • high density pure
carpet, low density density synthetic/mix carpet mix carpet eg 80/20 wool carpet/thickness
of pile
• dated vinyl sheeting • dated vinyl • laminated timber • polished solid
floor/plank vinyl, hardwood timber • polished solid
• dated tiles, low grade • basic tiles carpet tiles, polished floors eg brushbox hardwood quality
carpet tiles timber floors timber floors eg
• limited coordination • contemporary tiles
eg cypress pine, jarrah, ironbark
• no coordination of of style or design
bamboo
style or design • custom design and • tiles eg natural stone,
• standard tiles coordinated with marble, limestone,
overall room style/ reconstituted stone
• coordinated style/ theme
design elements • coordinated with
obvious use of
elements and
CONTENTS
Walls & Ceilings

CLEANLINESS
SERVICES CONDITION
n/a 2.4%
‘Good’
Quality Guidelines:
Areas considered in this assessment include wall/ceiling finish, skirting, doors, architraves and door handles.
WALLS & CEILINGS

• dated plain brick or • exposed plain brick • architecturally • architecturally • plaster walls/ceilings,
concrete block walls or concrete block designed feature designed feature architecturally
walls brick walls, painted brick walls designed
• panelled walls/ceilings brick walls
with visible joins • panelled walls/ceilings • plaster walls/ceilings • polished plaster walls
with visible joins • plaster walls/ceilings
• quad trim used for • decorative skirting/ • decorative skirting/
skirtings/cornice • basic narrow skirting/ • plain skirting/cornice cornice, square set cornice of generous
cornice with no decorative corners proportions
• no use of colour enhancement
to create theme/ • little use of colour • colour has been • fully coordinated
harmony to create theme/ • colour has been used used to create and/or customised
harmony to create a theme/ coordinated theme/ design to match
• lack of decorative harmony harmony overall room style
enhancements • basic decorative
enhancements • use of decorative • use of decorative • decorative
enhancements enhancements enhancements such
as commissioned
artwork
CONTENTS
IN–ROOM FACILITIES
CLEANLINESS
SERVICES CONDITION
14% 17% 17%
Tea–Coffee & Cutlery–Crockery–Glassware

CLEANLINESS
SERVICES CONDITION
2% 2.1%
‘Good’
Maximum
Standard Guideline
Rank/Value
Tea/Coffee Facilities – In
4 A kettle provided in room.
Room
Or – Tea/Coffee Facilities
1 Communal/shared facilities.
– Shared
Sufficient (2 per person) complimentary
packaged ingredients tea, coffee and
Tea/Coffee Provisions 3
sugar satchels) and either fresh or UHT
milk.
Cups, saucers and spoons must be
Sufficient Quantities/Range
3 provided for each permanent sleeping
of Crockery & Cutlery
position.
Glassware provided for each permanent
Sufficient Quantities/Range
3 sleeping position – standard drinking
of Glassware
glass and wine/champagne.
CONTENTS
General Appliances
CLEANLINESS
SERVICES CONDITION
1% 1.9%
‘Good’
Maximum
Standard Guideline
Rank/Value
Personal Fridge 3 Fridge provided in–room.
Fridge provided in shared/communal
Or – Shared Fridge 2
area.
Rubbish Bin 2 Bin provided in room.
CONTENTS
Entertainment Facilities:
CLEANLINESS
SERVICES CONDITION
1.4% 3%
‘Good’
Maximum
Standard Guideline
Rank/Value
TV 4 TV provided in–room.
Or – Communal TV 1 TV provided in shared guest lounge.
TV screen is equal to or greater than
Large TV Screen 4 107cm/42 inch. Diagonal measurement
will apply.
As above – TV screen is equal to or
Or – Medium TV Screen 3
greater than 80cm/32 inch.
TV screen is less than 80cm/32 inch and
Or – Small TV Screen 2
equal to or greater than 66cm/26 inch
Minimum 6 TV channels (excluding
Multichannel Selection 4
Free–To–Air channels).
Or – Limited Multichannel Less than 6 TV channels (excluding
3
Selection Free–To–Air channels).
In House Movies or Pay Movies provided in house or pay per
2
per View view.
Additional Entertainment Facilities (maximum 3 to apply)
DVD Player 2 DVD player in–room.
CD Player/Sound System/ CD player, sound system and/or MP3
2
MP3 Docking Station docking station in–room.
Provision of Nintendo, Playstation,
Games System 2
X–Box type games system.
Dedicated channel to local and/or
Tourism Channel 2
Australian tourism.
Guests can access property information
On Screen Property
2 through the television, may or may not
Information
replace in room compendium.
On Screen Messaging and Guests can access their accounts and
2
Accounts messages through the television.
CONTENTS
Quality Guidelines:
ENTERTAINMENT FACILITIES
• small TV – on wall or • small TV (min 26”) – • flat screen – medium • large plasma, LCD, • large LED TV,
bench on wall or bench sized eg 32”– may be LED TV, state–of– state–of–the–art
wall mounted, swivel the–art features such features such as HD
• no CD or DVD • portable CD player, mount or purpose as HD TV, surround TV, maybe have 3D
player DVD player built entertainment sound audio available, surround
unit/stand/turntable sound audio or
• exposed cords/cables • exposed cords/cables • remote control wireless sound
• remote control system
• no remote control • remote control • TV on wall or cabinet
• basic stereo sound • digital/touch pad
system/unit, DVD • cables and cords are
remote control
player concealed
• TV is positioned
• attempt to conceal in a custom–built
cords/cables entertainment unit/
stand
• cables and cords are

concealed
CONTENTS
Lounge Seating
CLEANLINESS
SERVICES CONDITION
1% 2.6%
‘Good’
Maximum
Standard Guideline
Rank/Value
Purpose designed lounge seating which
Purpose Designed Lounge has arms and is fully upholstered. Maybe
4
Seating cane/wicker lounge seating with fully
padded cushions.
Purpose designed occasional seating
Or – Purpose Designed
3 includes tub chairs, occasional chairs,
Occasional Seating
foam lounges.
Lounge type seating provided for
Sufficient Seating 2 the maximum number of permanent
sleeping positions.
Lounge Seating in Addition Room provided with lounge type seating
2
to Dining Seating plus dining chairs.
Quality Guidelines:
Areas considered in this assessment include dining table & dining seating include stools & bench seating. These
Guidelines are typical indicators that may include, but are not limited to, the following:
LOUNGE SEATING
• dated construction, • basic construction, • mid–range furniture, • solid construction, • solid construction,
materials – low materials – low materials – medium thickly padded thick padding/
density foam, loose density foam, loose density foams, close with high density high density foam,
weave fabric weave fabric weave fabrics foam, tightly woven cushions may have
commercial grade down filling, quality
• dated cane lounge/ • basic cane lounge/ • mid range cane fabric, tightly tightly woven fabric,
chairs chairs lounge/chairs upholstered tightly upholstered
• no coordination of • limited coordination • coordinated style/ • contemporary rattan/ • designer rattan
style or design of style or design design elements cane lounge/chairs lounge/chairs
• custom design and • coordinated with

coordinated with obvious use of
CONTENTS
Dining Table & Chairs

CLEANLINESS
SERVICES CONDITION
0.7% 2.6%
‘Good’
Maximum
Standard Guideline
Rank/Value
Dining Facilities Provided 4 Purpose built dining table and chairs.
Seating provided for the maximum
Sufficient Seating 3
number of sleeping positions.
Table/Bench space provided for dining,
Sufficient Table/Bench
2 sufficient for all permanent sleeping
Space
positions.
Quality Guidelines:
Areas considered in this assessment include lounge seating, occasional seating such as tub chairs and accessories
such as cushions, throws etc. These Guidelines are typical indicators that may include, but are not limited to,
the following:
DINING TABLE & CHAIRS

• materials eg dated • materials eg plastic, • materials eg laminate, • materials eg • materials eg solid
plastic, MDF, dated MDF, laminates, steel melamine, standard solid timber (eg quality timber (eg
laminates, basic steel tube frames timber (eg pine), oak) designer cedar), designer
tube frames timber veneers, laminate, melamine, timber veneers,
• upholstery materials glass, chrome or timber veneers, marble and stone,
• upholstery materials eg vinyl brushed steel frames, reconstituted stone, stainless steel frames
eg dated vinyl plywood, pine, high glass, chrome or
• stools, benches or • upholstery materials
grade plastic brushed steel frames,
• stools, benches or fixed seating eg high grade fabrics
fixed seating • upholstery materials • upholstery materials
• basic design, limited • designer cane/rattan
eg commercial grade eg commercial grade
• no coordination of coordination and
fabric fabric
style or design style • coordinated with
• standard cane/rattan • contemporary cane/ obvious use of
rattan elements and
• coordinated style/ principles of design
design elements • custom design and
coordinated with
overall room style/
theme
CONTENTS
Communications/Business Desk
CLEANLINESS
SERVICES CONDITION
1.1% 1%
‘Good’
Maximum
Standard Guideline
Rank/Value
Phone 2 Telephone in room accessible 24 hours.
Local Phone Book 1 In room.
Internet Access 3 Broadband and/or Wi Fi access in room.
Extensive range of property and local
Compendium 2 visitor information, including local phone
numbers – digital and/or print.
Separate table/bench in addition to
Business Desk In–Room 2 dining, including lighting, internet access
and power point/s
CONTENTS
Heating, Cooling & Ventilation

CLEANLINESS
SERVICES CONDITION
3.1% 2.2%
‘Good’
Maximum
Standard Guideline
Rank/Value
Air conditioners – split (invertors) or
Sufficient Heating 5 ducted systems; steam/water heaters,
gas ducted, convection heating.
Or – Moderate Heating 2 Oil columns, fan heaters.
Refrigerated air–conditioners – split or
Sufficient Cooling 5 ducted systems; ducted evaporative
coolers.
Ceiling fans, portable fans, portable
Or – Moderate Cooling 4
evaporative cooling system.
Controls/indicator settings are in
Individual Temp Control 2
degrees.
Quality Guidelines:
HEATING & COOLING

• box style reverse air • window/wall reverse • split system reverse • ducted air • ducted air
conditioners cycle air conditioner cycle air conditioners conditioning conditioning
units with individual with individual with individual
• wall hung strip temperature control temperature control • contemporary ceiling temperature control
heaters, free standing (remote control) fan to each unit
fans, fan heaters • column heaters, basic
ceiling fans • standard ceiling fans • designer ceiling fan –
electronic control
CONTENTS
Laundry Services
CLEANLINESS
SERVICES CONDITION
1% 1.6%
‘Good’
Maximum
Standard Guideline
Rank/Value
Full size ironing board –approx
Iron & Full Size Ironing
3 1150mm(L) x 340mm(W) and iron
Board
located in–room.
Or – Iron & 3/4 Size 3/4 size ironing board and iron located
2
Ironing Board in–room.
Or – Iron & Ironing Board Ironing board and iron available from
1
Upon Request reception or in communal laundry.
Laundry & dry cleaning available – 7
Full Laundry Service 3
days.
Or – Full Laundry Service 2 As above – 5 days.
Communal laundry facilities available
Or – Guest Laundry 2
onsite.
Express Laundry 4 As above – 3 hours or less.
CONTENTS
Security & Safety

CLEANLINESS
SERVICES CONDITION
1.7% n/a
‘Good’
Maximum
Standard Guideline
Rank/Value
Electronic Entry 5 Electronic room entry.
Entrance door automatically locks to
Or – Automated Locking 4
external entry.
Entrance door lockable internally by
Or – Internal Locking 3
guest.
Access to room floor only available via
Security Floor Access 4
room ‘key’.
Viewing hole in front door, security
Added Security Features 2
screen door or security chain.
Purpose built safe provided in room,
In–Room Safe 2
with operating instructions.
Or – Safety Deposit at Safety deposit box/services at reception
1
Reception desk.
Internal Video Surveillance Video surveillance of reception and
3
Reception & Corridors internal common areas.
Conditions score and Quality Guidelines do not apply.
CONTENTS
Non–Smoking Rooms
CLEANLINESS
SERVICES CONDITION
1% n/a
‘Good’
Maximum
Standard Guideline
Rank/Value
100% of guest’s rooms to be non
Non Smoking Rooms 4 smoking, and must be accompanied by
signage at the property and in–rooms.
CONTENTS
BATHROOM
CLEANLINESS
SERVICES CONDITION
17% 22% 18%
Shower Recess & Bath

CLEANLINESS
SERVICES CONDITION
1.4% 3.1%
‘Good’
Maximum
Standard Guideline
Rank/Value
Separate full size bath (minimum of
Separate Shower and Full
5 1300mm x 600 mm) plus shower
Size Bath
recess.
Or – Shower Over Bath 4 Shower over full size bath/spa bath.
Or – Shower Recess 3 Shower recess only.
Large Shower 5 Minimum 1800mm (length plus width).
Or – Adequate Shower 4 Minimum 1500mm (length plus width).
Spa Bath or Plunge Bath 2 Spa bath or plunge bath.
Height of Shower Minimum 1900mm – adjustable arm
2
Head/Rose acceptable to meet dimension.
Dedicated soap holder or mounted
Soap Holder 2
soap dispenser.
Dedicated shelf/space for guest
Toiletries Holder 2
toiletries.
CONTENTS
Quality Guidelines:
SHOWER RECESS & BATH

Bath
• dated/aged plastic • basic plastic or acrylic • standard design • contemporary • designer baths –
bath bath acrylic, enamel bath baths – acrylic, stone, steel with
reconstituted stone, porcelain finish
steel with porcelain
finish
Shower
• dated wall tiles, • basic tile walls, • standard tiled walls • hobless shower • hobless shower
shower base shower base recess with fully tiled recess with fully tiled
• standard tiled/ walls –reconstituted walls – stone tiles
• ‘aged’ moulded • moulded fibreglass moulded shower stone tiles
plastic/fibreglass recess and base base • tiled, stone shower
recess and base • tiled, reconstituted floor
• shower curtain, • framed shower stone shower floor
• lightweight plastic segmented glass screen or designer • frameless glass
shower curtain, sliding doors curtain • semi frameless glass shower screen
shower screen
• plastic shower grate • plastic/chrome • chrome shower grate • designer shower
shower grate • designer steel grate, tile insert grate
• no coordination of • coordinated style/ shower grate
style or design • limited coordination design elements • coordinated with
of style or design • custom design and obvious use of
coordinated with elements and
overall room style/ principles of design
theme
CONTENTS
Vanity
CLEANLINESS
SERVICES CONDITION
0.8% 2.1%
‘Good’
Maximum
Standard Guideline
Rank/Value
Minimum dimensions of 300mm x
Bench/Shelf Space 3
200mm.
Bench/shelf space is less than 300mm
Or – Adequate Bench
2 x 200mm. Minimum dimension of
Shelf Space
150mm.
Hand Basin 3 Minimum size of 400mm x 250mm.
Or – Adequate Hand Basin 2 Less than 400mm x 250mm.
Separate shelving adjacent to/or under
Shelving/Storage Space 2 hand basin, minimum measurement of
150mm.
Quality Guidelines:
Areas considered in this assessment include the hand basin, plugs, bench/shelf space, drawers including handles,
tiling/grouting and splashbacks. These Guidelines are typical indicators that may include, but are not limited to,
the following:
HANDBASIN
• dated design • basic design • standard design • contemporary design • customised design
and style/theme
• plastic, aged • moulded acrylic • polymarble, acrylic • quality finish eg
polymarble reconstituted stone, • high quality finish eg
• limited coordination • coordinated style/ acrylic stone, glass, ceramic
• no coordination of of style or design design elements
style or design • custom design and • coordinated with
coordinated with bathroom with
overall room style/ obvious use of
theme elements and
CONTENTS
BENCHTOP
• dated laminate • basic laminate • standard laminate, • reconstituted stone, • stone, glass
sheeting, dated sheeting, moulded polymarble designer laminate reconstituted stone
moulded acrylic acrylic
• coordinated style/ • custom design and • coordinated with
• no coordination of • limited coordination design elements coordinated with obvious use of
style or design of style or design overall room style/ elements and
VANITY
• no splashbacks • dated tile splashback • standard splashback • high grade splashback • high grade splashback
eg tiles eg contemporary eg glass/mirror/tile
• dated laminate, • basic design laminate/ tiles, glass splashbacks
painted doors melamine doors • laminate/melamine
doors, shelving • contemporary • designer laminate/
• interior of vanity • exposed PVC laminate/melamine melamine doors/
unsealed plumbing • plumbing chrome doors/shelving shelving
finish or concealed
• exposed PVC • limited coordination • concealed or • all plumbing is
plumbing of style or design • coordinated style/ decorative plumbing concealed or
design elements decorative
• no coordination of • custom design and
style or design coordinated with • coordinated with
overall room style/ obvious use of
theme elements and
CONTENTS
Bathroom Fittings
CLEANLINESS
SERVICES CONDITION
0.5% 1.7%
‘Good’
All measurements will be taken from within any frames and a tolerance of 20mm may apply for all
measurements (under) and will be confirmed upon assessment.
Maximum
Standard Guideline
Rank/Value
Flick mixer or separate tap set with
Mixer Taps 2
common spout.
Minimum 600mm(H) x 450mm(W)
Large Mirror 3
required.
Or – Adequate Mirror 2 Minimum 450mm(H) x 350mm(W).
Or – Small Mirror 1 Less than 450mm(H) x 350mm(W).
Located above hand basin/vanity unit,
Conveniently Located
2 minimum measurement from floor
Mirror
between 1200mm and 1800mm.
Towel Rails 2 Purpose designed towel rails.
Min 450mm per sleeping position (pull
Adequate Towel Rails 2 out/portable clothes line acceptable to
include in measurements).
Minimum 2 separate hooks or 1 double
Adequate Clothes Hooks 2 hook, small plastic adhesive hooks not
sufficient.
CONTENTS
Quality Guidelines:
Areas considered in this assessment include taps, spout, hooks, towel rails, mirror and mirror lighting, towel
racks, shower head/rose, soap holders & shampoo holder, door lock and door, toilet roll holder and toilet
brush. These Guidelines are typical indicators that may include, but are not limited to, the following:
BATHROOM FITTINGS
• dated fittings with • basic fittings with • standard • custom designed • custom designed
plastic finishes plastic finishes range fittings chrome fittings fittings, stainless steel
predominately finish
• frameless standard • plastic framed mirror chrome • framed bevel edge
mirror mirror or mirror • bevel edge designer
• limited coordination • framed mirrors recessed into tiling mirror with quality
• no coordination of of fittings & fixtures framing or mirror
fittings & fixtures • coordination of • custom design and recessed into tiling
fittings & fixtures – coordinated with
matching overall room style/ • coordinated with
theme obvious use of
elements and
CONTENTS
Toilet Area
CLEANLINESS
SERVICES CONDITION
1% 2.9%
‘Good’
Maximum
Standard Guideline
Rank/Value
Rubbish Bin 2 Minimum 1 rubbish bin for bathroom.
Extra Toilet Rolls 2 One or more additional toilet rolls.
Toilet brush and holder provided.
Toilet Brush & Holder 2
Allowance for 24hr housekeeping.
Quality Guidelines:
Areas considered in this assessment include toilet suite (including cistern and seat), paper dispenser, waste bin,
hooks, door and door lock and plumbing. These Guidelines are typical indicators that may include, but are not
limited to, the following:
TOILET AREA
• two piece toilet suite • two piece toilet suite, • close coupled toilet • wall faced/wall hung • wall faced/wall hung
with exposed ‘S’ trap enclosed ‘S’ trap suite toilet suite pan, concealed
cistern
• plastic cistern • plastic cistern • mid range – • porcelain/ceramic
combination of finish • high quality porcelain/
• no coordination of • limited coordination ceramic & hard ceramic finish
style or design of style or design plastic • custom design and
coordinated with • coordinated with
• coordinated style/ overall room style/ obvious use of
design elements theme elements and
CONTENTS
Bathroom Lighting
CLEANLINESS
SERVICES CONDITION
1% 1.8%
‘Good’
Maximum
Standard Guideline
Rank/Value
Lighting positioned so no area of the
bathroom lacks efficient light – it must
Sufficient Lighting 3
effectively cover all areas (mirror,
shower, bath, vanity, and toilet).
Spare Power Points 2 Spare power point/s provided.
Quality Guidelines:
Areas considered in this assessment include lighting, light shades, diffusers, power points, switches and heat
lamps. These Guidelines are typical indicators that may include, but are not limited to, the following:
BATHROOM LIGHTING
• exposed globes or • fluorescent lighting • standard down lights • down lights – • architectural design
fluorescent tubes diffuser panels halogen or LED down lights
• oyster fittings with
• dated light fixtures • basic oyster lighting design element • custom light shades • designer light fittings,
and fittings may be sensor may have electronic
• limited coordination • coordinated style/ lighting with manual controls
• no coordination of of style or design design elements over–ride
style or design • coordinated with
• custom design and obvious use of
coordinated with elements and
overall room style/ principles of design
theme
CONTENTS
Personal Amenities
CLEANLINESS
SERVICES CONDITION
0.8% n/a
‘Good’
Maximum
Standard Guideline
Rank/Value
Minimum 5 items, including separate
shampoo, separate conditioner, tissues
Personal Amenities 3 plus 2 other items such as moisturiser,
shower cap – liquid dispensers for
shampoo–conditioner are acceptable.
Or – Adequate Personal Minimum 3 items – shampoo, tissues
2
Amenities plus one additional item.
Hairdryer 2 Provided in bathroom/bedroom.
CONTENTS
Towelling
CLEANLINESS
SERVICES CONDITION
0.9% 2.8%
‘Good’
Maximum
Standard Guideline
Rank/Value
An additional towel provided for each
Additional Towels 2
sleeping position.
Bath sheet (minimum of 800mm x
Bath Sheet 2 1600mm) provided for each sleeping
position.
Face Cloth 2 Minimum of 1 face cloth provided.
Hand Towel 2 As above.
Bath robe provided for each sleeping
Bath Robe 2
position.
Quality Guidelines:
Areas considered in this assessment include face towels, hand towels, bath mat and bath robes (where
applicable). These Guidelines are typical indicators that may include, but are not limited to, the following:
TOWELLING
• basic towel (approx • basic light weight • standard size towel • heavy weight cotton • large towel (approx
600mm x 1300mm) cotton, cotton/ (approx 680mm x towelling 750mm x 1500mm),
lightweight cotton/ polyester towelling 1320mm) medium heavy weight cotton
polyester weight cotton towelling with dense
towelling loop pile
CONTENTS
Window Coverings & Privacy

CLEANLINESS
SERVICES CONDITION
0.9% n/a
‘Good’
Maximum
Standard Guideline
Rank/Value
Bathroom Door 3 Provided for privacy.
Opaque glass, blinds, curtain for
Adequate Privacy 6
bathroom window.
CONTENTS
Free Floor Space

CLEANLINESS
SERVICES CONDITION
1.9% n/a
‘Good’
Maximum
Standard Guideline
Rank/Value
Spacious Area 4 Minimum 4sqm of free floor space.
Equal to or greater than 2sqm of free
Or – Adequate Area 3
floor space.
Less than 2sqm but greater than 1sqm
Or – Small Area 1
of free floor space.
CONTENTS
Walls & Ceilings

CLEANLINESS
SERVICES CONDITION
n/a 1.8%
‘Good’
Quality Guidelines:
Areas considered in this assessment include wall/ceiling finish, skirting, doors, architraves and door handles.
WALLS & CEILINGS

• dated modular, • modular, panelling • panelling with no • contemporary wall • designer wall tiles, full
panelling with visible with visible joints visible joins tiles wall coverage
joints
• combination of basic • combination of • reconstituted stone, • natural stone tiles,
• combination of dated tiles and painted standard tiles and mirror, glass glass/mirrored walls
tiles and/or basic brick or concrete plaster/rendered
brick, concrete block block walls, walls • ceiling – plaster • ceiling eg plaster with
walls design feature
• ceiling – panelling • ceiling – plaster, • colour has been
• ceiling – panelling with visible joins, sprayed concrete used to create • coordinated with
with visible joins plaster coordinated theme/ obvious use of
• colour has been used harmony elements and
• no use of colour • little use of colour to create a theme/ principles of design
to create theme/ to create theme/ harmony
harmony harmony
CONTENTS
Floor Coverings
CLEANLINESS
SERVICES CONDITION
n/a 1.8%
‘Good’
Quality Guidelines:
FLOOR COVERINGS
• dated vinyl sheeting • basic vinyl sheeting • standard vinyl • contemporary tiles • natural stone
• dated tiles • basic tiles • standard tiles • reconstituted stone • designer tiles
• ‘aged’ plastic floor • plastic/chrome floor • chrome floor grate • designer steel floor • designer floor grate,
grate grate grate tile insert floor grate
• coordinated style/
• no coordination of • limited coordination design elements • custom design and • coordinated with
style or design of style or design coordinated with obvious use of
CONTENTS
Bathroom Type
CLEANLINESS
SERVICES CONDITION
7% n/a
‘Good’
Maximum
Standard Guideline
Rank/Value
Bathroom accessible from main
Ensuite Bathroom 5
bedroom.
Private bathroom provided (external to
Or – Private Bathroom 3
room).
Or – Communal 1 Communal bathroom provided.
CONTENTS
Ventilation
CLEANLINESS
SERVICES CONDITION
0.8% n/a
‘Good’
Maximum
Standard Guideline
Rank/Value
A mechanical exhaust system for
Mechanical Ventilation 4
removal of moisture & odours
CONTENTS
ALLOWANCES & DISPENSATIONS

In order to deliver a flexible, relevant and equitable ratings scheme for consumers and accommodation
operators alike, a range of allowances have been made to take into account geographical locations, Local, State/
Territory or Commonwealth laws, or unique property attributes.
It is the responsibility of the individual operator to produce the relevant documentation to substantiate claims
for an allowance or dispensation.
The claim will be assessed and an allowance or dispensation may be extended for but not limited to the
following:
• Where Local, State/Territory and/or Commonwealth laws, including Norfolk Island Government laws, forbid
or restrict the provision of certain facilities and/or services.
• For properties located in remote, regional and/or rural Australia where broadband–wireless internet, Pay–
TV, or Free–to–Air TV services are limited or restricted.
• For properties with distinct themes, unique or certified heritage attributes, and/or accredited environmental
management practices that may restrict the provision of certain facilities and/or services.
• For properties that close or reduce levels of service during low season.
• For Resort operations where the provision of certain facilities and/or services may not apply, or are not
recognised by the relevant Standards & Guidelines.
• For staged property refurbishments and/or upgrades that will extend beyond 12 months.

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HOTEL

Standards & Guidelines

Assessment Criteria for the Australian STAR Rating Scheme

© Copyright AAA Tourism Pty Limited 2012 2D-1,F1-E_3.3 March 2012

• Should not be relied on as the reason you do or do not do anything,

For more detailed information on the Australian STAR Rating Scheme,

Or, contact AAA Tourism on (03) 8601 2200 and

© Copyright AAA Tourism Pty Limited 2012 2D-1,F1-E_3.3 March 2012

© Copyright AAA Tourism Pty Limited 2012 2D-1,F1-E_3.3 March 2012

• Regard all guests with equal respect and consideration;

• Operate on an ethical, business like basis;

• Act in an environmentally responsible way.

© Copyright AAA Tourism Pty Limited 2012 2D-1,F1-E_3.3 March 2012

SCHEME ENTRY CRITERIA

• The property can provide evidence of formalised Housekeeping procedures.

• Guests have 24 hour ease–of–access to their accommodation.

© Copyright AAA Tourism Pty Limited 2012 2D-1,F1-E_3.3 March 2012

• Daily housekeeping services are available for all guests.

• Property must include shower and toilet facilities.

© Copyright AAA Tourism Pty Limited 2012 2D-1,F1-E_3.3 March 2012

DETERMINING A STAR RATING

© Copyright AAA Tourism Pty Limited 2012 2D-1,F1-E_3.3 March 2012

Primary, Split & Multiple Ratings

ROOM STANDARD TOTAL UNITS % TOTAL STAR RATING

ROOM STANDARD TOTAL UNITS % TOTAL STAR RATING

ROOM STANDARD TOTAL UNITS % TOTAL STAR RATING

3. Multiple Category Ratings

© Copyright AAA Tourism Pty Limited 2012 2D-1,F1-E_3.3 March 2012

1. Facilities & Services

3. Quality & Condition

FACILITIES & QUALITY &

Superior (70–84%) Superior (75–89%)

Very Good (60–69%) Very Good (65–74%)

© Copyright AAA Tourism Pty Limited 2012 2D-1,F1-E_3.3 March 2012

Consumer Importance Weighting Index

FACILITIES & QUALITY &

FACILITIES & QUALITY &

© Copyright AAA Tourism Pty Limited 2012 2D-1,F1-E_3.3 March 2012

Facilities & Services

FACILITIES & QUALITY &

© Copyright AAA Tourism Pty Limited 2012 2D-1,F1-E_3.3 March 2012

• The degree of cleanliness; AND/OR

• The frequency of issues that have been identified.

As before, using the ‘Mattress/Size of Bed’ criteria as an example:

© Copyright AAA Tourism Pty Limited 2012 2D-1,F1-E_3.3 March 2012

Quality & Condition

1. Quality (Satisfactory–Moderate–Good–Very Good–Excellent)

MATTRESS & BASE

© Copyright AAA Tourism Pty Limited 2012 2D-1,F1-E_3.3 March 2012

FACILITIES & QUALITY &

© Copyright AAA Tourism Pty Limited 2012 2D-1,F1-E_3.3 March 2012

LICENSING & ASSESSMENT PROCESS

STAR Rating Licence Application

Licence Application Approved

Property Assessment Completed

Provisional STAR Rating Issued

Assessment Audit & Confirmation

Assessment Report Issued Dispute Resolution

STAR Rating Licence Issued

© Copyright AAA Tourism Pty Limited 2012 2D-1,F1-E_3.3 March 2012

HOTEL STANDARDS & GUIDELINES

Condition scores apply in lieu of Quality Guidelines.

© Copyright AAA Tourism Pty Limited 2012 2D-1,F1-E_3.3 March 2012