Standards Resort PDF

TABLE OF CONTENTS
BOOK ONE - GENERAL PROVISIONS

Rule I. Definition and Basic Guidelines
Section 1. Title........................................................................................... 1
Section 2. Definition of Terms.................................................................... 1
BOOK TWO - STAR GRADING SYSTEM
Rule II. Star Grading System for Hotels, Resorts and Apartment Hotels
Section 1. Five Star Grading System ....................................................... 3
BOOK THREE – ACCREDITATION STANDARDS

Rule III. Accreditation Standards for Resorts
Dimension 1. ARRIVAL / DEPARTURE R
1.1 Building – Appearance .................................................... 5
1.2 Building - Design and Construction Quality...................... 5
1.3 Building - Condition (wear and tear)................................. 5
1.4 Entrance / Exit & Parking................................................. 6
1.5 Transport ........................................................................ 6
1.6 Security ........................................................................... 7
1.7 Reception – Service Hours.............................................. 7
1.8 Reception – Size.............................................................. 7
1.9 Reception - Seating Area................................................. 8
1.10 Check-in Process ............................................................ 8
1.11 Luggage Services............................................................ 9
1.12 Porter Services................................................................. 9
1.13 Reception Staff – Appearance.......................................... 9
1.14 Reception – Service Quality............................................. 9
1.15 Reception Services – Check-out...................................... 10
1.16 Other Arrival / Departure Aspects..................................... 10
Dimension 2: PUBLIC AREAS

2.1 Public Areas - Decoration - Design and Quality............... 11
2.2 Public Areas – Decoration - Condition and
Maintenance.......................................................... 11
2.3 Public Areas - Furniture – Quality.................................... 11
2.4 Public Areas - Furniture – Condition................................ 12
2.5 Public Washroom – Quality.............................................. 12
2.6 Public Washroom – Condition and Cleanliness .............. 13
2.7 Public Areas - Room Climate........................................... 13
2.8 Public Areas – Lighting – Quality..................................... 13
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2.9 Public Areas – Lighting – Condition................................. 14
2.10 Public Areas – Lighting – Environmental Protection........ 14
2.11 Public Areas – Cleanliness .............................................. 15
2.12 Gardens - Condition......................................................... 15
2.13 Garden – Furniture – Quality............................................ 16
2.14 Garden – Furniture – Condition........................................ 16
2.15 Garden Plants and Watering............................................ 17

Dimension 3: BEDROOM
3.1 Room Size........................................................................ 17
3.2 Suites - Availability........................................................... 17
3.3 Rooms for Persons with Disabilities (PWD) –
Availability.............................................................. 18
3.4 Bedroom – Space and Comfort........................................ 18
3.5 Bedroom – Sound Proofing ............................................. 18
3.6. Bedroom – Noise Levels....................................................... 19
3.7 Bedroom – Bed Mattress – Quality.................................. 19
3.8 Bedroom – Bed Mattress – Condition.............................. 20
3.9 Bedroom – Bedding & Linen Quality................................ 20
3.10 Bedroom – Bedding & Linen Condition............................. 21
3.11 Bedroom – Pillows – Quality/Condition............................ 21
3.12 Bedroom – Lighting – Quality........................................... 22
3.13 Bedroom – Lighting – Condition ...................................... 22
3.14 Bedroom – Lighting – Environmental Protection.............. 22
3.15 Bedroom Curtains – Quality............................................. 23
3.16 Bedroom Curtains – Condition......................................... 23
3.17 Bedroom – Floor Coverings – Quality.............................. 24
3.18 Bedroom – Floor Coverings – Condition ......................... 24
3.19 Bedroom – Temperature Control – Quality ...................... 25
3.20 Bedroom – Temperature Control – Condition and
Maintenance.......................................................... 25
3.21 Bedroom – Furniture – Quality ............................................. 25
3.22 Bedroom – Furniture – Condition..................................... 26
3.23 Bedroom – Accessories and Amenities available............. 26
3.24 Bedroom – Cleanliness.................................................... 30
Dimension 4: BATHROOM
4.1 Bathroom – Minimum Requirements................................ 31
4.2 Bathroom – Shower/Bath - Quality................................... 31
4.3 Bathroom – Shower/Bath - Condition/Maintenance ........ 31
4.4 Bathroom – Basin - Quality.............................................. 32
4.5 Bathroom – Basin – Condition/Maintenance.................... 32
4.6 Bathroom – Toilet – Quality.............................................. 33
4.7 Bathroom – Toilet – Condition/Maintenance..................... 33
4.8 Bathroom – Decoration – Quality..................................... 34
4.9 Bathroom – Decoration – Condition/Maintenance........... 34
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4.10 Bathroom – Towels – Quality and Cleanliness................. 34
4.11 Bathroom – Space and Comfort....................................... 35
4.12 Bathroom – Overall Cleanliness....................................... 35
4.13 Toiletries – Availability...................................................... 36
4.14 Bathroom – Amenities – Availability................................. 36
4.15 Bathroom – Environmental Protection............................. 37
Dimension 5: FOOD AND BEVERAGE

5.1 Food and Beverage- Availability of Restaurants ............. 37
5.2 Food and Beverage – Options available.......................... 38
5.3 Food and Beverage – Service Quality............................. 38
5.4 Restaurant – Decoration and Furniture – Quality............. 38
5.5 Restaurant – Decoration & Furniture – Condition ........... 39
5.6 Restaurant – Crockery, Cutlery, Glassware – Quality ..... 39
5.7 Restaurant – Crockery, Cutlery, Glassware –
Cleanliness............................................................ 40
5.8 Restaurant – Space and Comfort..................................... 40
5.9 Kitchen – Quality of Appliance......................................... 41
5.10 Kitchen - Cleanliness....................................................... 41
Dimension 6: AMENITIES AND SERVICES

6.1 Amenities – Guest Services............................................... 42
6.2 Amenities – Wellness Services.......................................... 42
6.3 Amenities – General Services............................................ 43
6.4 Amenities – Recreation & Sports....................................... 43
Dimension 7: BUSINESS PRACTICES

7.1 Business Processes........................................................... 44
7.2 Barrier-free Facilities for Persons with
Disabilities (PWD).................................................. 45
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
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BOOK FIVE – CANCELLATION AND/OR DOWNGRADING OF ACCREDITATION
Rule V. Cancellation and/or Downgrading of Accreditation
Section 1. Grounds for Cancellation....................................................... 47
Section 2. Procedure for Cancellation and/or
Downgrading of Accreditation ......................................... 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.................................. 49
Section 2. Circulars ................................................................................ 49
Section 3. Separability Clause................................................................. 49
Section 4. Repealing Clause.................................................................... 49
Section 5. Effectivity ................................................................................ 49
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ACCOMMODATION ENTERPRISE SELF-ASSESSMENT FORM
Name of Enterprise:
Address:
General Manager:
Contact Details:
Telephone Number:
Website Address:
E-mail Address:
DIMENSIONS MY SCORE
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
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 property’s classification.
COMMENTS: ___________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
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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 Total Score (Hotel, Resort, Apartel)

1 star 251 – 400 points
The criteria are divided into seven (7) dimensions that are common to the above-
mentioned categories except for the lounge area and the kitchen area 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 Hotel Resort Apartel

Arrival & Departure 10% 10% 8%
Public Areas 10% 10% 7%
Bedrooms 30% 30% 30%
Bathrooms 15% 15% 15%
Food & Beverage 15% 15% n/a
Lounge Area * n/a n/a 15%
Kitchen Area * n/a n/a 10%
Amenities 10% 10% 5%
Business Practices 10% 10% 10%
Total 100% 100% 100%
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Each dimension consists of a number of indicators which describe either the
existence or availability, quality and condition of the facility as well as the service.
Every indicator is allotted points. A maximum of 182 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.
M shows a
The A mandatory Mandatory
requirement, m shows a
reference item in this The number
in this case Minimum
number case for 1-5 of points for all stars requirement,
A description
stars These items allocated to and has no in this case for
of the criteria points 4 and 5 stars
link together this criteria
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The first column gives a reference number for that criteria item.
The second column is descriptive. It identifies the section. It also determines if

the criteria is a mandatory or minimum criteria. If it is mandatory for all star
grades then the phrase “Minimum 1-5” is used. If it only applies to certain star
grades, then the star grades it applies to (e.g. Minimum 4-5) will be identified. If it
applies to a quality rating then a range of terms from unacceptable to outstanding
are used.
Unacceptable describes what should not happen. No points are awarded.

Acceptable shows the first level of quality, good the second level, very good the
third level, excellent the fourth level and outstanding the fifth and highest level.
Environmental describes if this is an environmental initiative.
The third column indicates if the items are linked together. A black line indicates
these criteria are linked and only one score will apply. This is a graduated rating
where greater points apply to the provision of higher levels of quality.
The fourth column describes the criteria/indicators.
The fifth column gives the amount of points that can be gained.
The sixth to 10th column indicate if this is a mandatory or minimum requirement.

The big letter “M” and small letter “m” are used in the column that correlates to
the final star rating. e.g. if the property gains a four star rating with points scored
between 701 and 850, then this can only be conferred if all the “m” and “M” items
that apply to a four star property are also met.
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DOT MEMORANDUM CIRCULAR NO. 2012-02
RULES AND REGULATIONS TO GOVERN THE ACCREDITATION OF

ACCOMMODATION ESTABLISHMENTS – HOTELS, RESORTS AND
APARTMENT HOTELS
Pursuant to the authority vested in the DEPARTMENT OF TOURISM

(DOT) by Republic Act No. 9593 otherwise known as the Tourism
Act of 2009 dated may 12, 2009, on the mandatory accreditation
of primary tourism enterprises, the National 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.
1
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.
j. “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.
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.
2
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: 55–70% 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: 70–85% 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.
3
4
BOOK THREE
ACCREDITATION STANDARDS
Rule III.
Accreditation Standards for Resort
No.
No. Ratings
Ratings Criteria Criteria
/ Indicators / Indicators Points 
Points
    My
   
   Score
 

Dimension 1: ARRIVAL/DEPARTURE
1.1 Building – Appearance
Exterior in a clean fit for purpose

1 Minimum 1-5 0 M M M M M
condition.
Resort name clearly visible from the street

and during night time.
1.2 Building - Design and

3
Construction Quality
Built design and construction quality is

Unacceptable from materials that are not durable and/or 0
unsafe for guest use.
Basic structure with adequate materials

Acceptable that will provide a simple and safe 2
accommodation environment
A functional building with good quality

Good 4
materials and efficient layout.
Strong external appeal, consistent design

Very Good with any alterations linking to the original 6
building
Excellent impression and overall appeal,

inviting appearance, architectural features
Excellent 8
are evident and excellent quality building
materials have been used throughout.
Luxurious and unique exterior,

Outstanding outstanding visual appeal, highest quality 10
materials used in construction
1.3 Building - Condition (wear and

4
tear)
Neglected appearance, obvious structural
Unacceptable repairs needed, poor outside materials, 0
flaking paint, rotting wood, rust evident.
Minor maintenance may be required,

Acceptable 2
natural weathering is evident.
5
No. Ratings Criteria / Indicators Points 

    My
   
   Score
 

Good appearance, weathering may still

Good 4
exist, but in sound condition.
Very good maintenance of paintwork

Very Good 6
and exterior panels.
High standard of external appearance

Excellent 8
allowing for the age of the building.
As new condition, no building

Outstanding 10
maintenance issues are visible.
1.4 Entrance / Exit & Parking
Driveway is in a sound condition and

5 Minimum 1-5 free from significant potholes with no 0 M M M M M
obvious obstructions.
Driveway entrance is clearly marked and

is visible at night time.
Clearly designated parking / docking

area (if applicable), that meets the
relevant provisions of the National
Building Code.
Minimum
8 Valet parking is provided. 3 m m
4&5
9 1.5 Transport
No airport or port transfer services

Unacceptable 0
available.
Guests are provided with property

Acceptable address and expected to get local taxis 1
or buses to property.
Good transfer services are available,

Good 2
although not clearly signed.
Transfer services are reliable and signed

Very Good at airport, ground transport is in very 3
good condition.
Transfer services are branded to the

Excellent 4
property and in excellent condition.
6

    My
   
   Score
 

Transfer services are branded to the
Outstanding property and provide a commensurate 5
level of luxury.
1.6 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

12 3
30 days recording storage.
13 Monitoring of CCTV 24 hours. 5
14 1.7 Reception – Service Hours
Minimum 1-2 Reception service available 16 hours. 0 M M
Minimum 3-5 Reception service available 24 hours. 5 m m m
15 1.8 Reception – Size
Reception area is small and/or difficult

Unacceptable 0
to locate.
Obvious size restrictions, area may be

Acceptable 1
cluttered.
Good Functional reception for the operation. 2
Very good Very good size, generous space. 3
Excellent reception area, seated check in

Excellent 4
is an option.
7

    My
   
   Score
 

Luxurious check in facility, private
Outstanding check in facility is available and used as 5
appropriate.
16 1.9 Reception - Seating Area
No seating available or seating options

Unacceptable 0
in poor condition with lack of privacy.
No seating area available but limited

Acceptable privacy means it is difficult to have 1
private conversations.
Seating available close by for a small

Good 2
group of not less than 4 guests.
Comfortable seating area close by for

Very Good 3
not less than 6 guests.
Seating area with excellent quality
Excellent seating appropriate for the size of the 4
resort.
Outstanding seating options are
available for different sized groups to
Outstanding 5
enable comfort whilst waiting near
reception.
17 1.10 Check-in Process
Lengthy inefficient registration process

Unacceptable with unacceptable wait time of over 10 0
minutes before receiving any service.
Basic registration process with minor

Acceptable wait time (not more than 10 minutes 2
per guest).
Basic registration process in place, with

Good prompt service (not more than 8 4
minutes per guest).
Basic registration process with no wait
Very good time (not more than 6 minutes per 6
guest).
Pre-registration information already
completed as part of the booking
Excellent process for the guest who may only 8
need to review and confirm details (not
more than 4 minutes per guest).
Pre registration information part
Outstanding completed and no wait time for 10
registration process.
8

    My
   
   Score
 

18 1.11 Luggage Services
Left luggage services available without

Minimum 1-5 0 M M M M M
dedicated space.
Left luggage practices ensure

bag security and luggage room is 5
proportionate to size of resort.
19 1.12 Porter Services
Minimum 3-5 Porter services are available. 5 m m m
20 1.13 Reception Staff - Appearance
Unacceptable Staff are poorly groomed and untidy. 0
Staff wear clean clothing and are neat

Acceptable 2
and tidy.
Staff are easily identified and well

Good 4
groomed.
Staff provide a very good professional

Very good 6
appearance.
Staff are very well groomed and take

Excellent 8
pride in their appearance.
Staff are immaculately groomed and

Outstanding 10
attention to detail is obvious.
21 1.14 Reception – Service Quality
Staff are unresponsive, inattentive or

Unacceptable 0
absent for extended periods.
Staff are not very attentive or seem

Acceptable distracted, may be absent for short 2
periods.
9

    My
   
   Score
 

Good Staff are polite and responsive. 4
Staff are welcoming and provide a sense

Very good 6
of arrival.
Staff take an interest in the guests

Excellent preferences, refreshments or similar 8
may be offered on arrival.
Staff are very responsive, attentive, and

Outstanding efficient while taking a personal interest 10
about every requirement of the guest.
1.15 Reception Services –

22
Check-out
Lengthy inefficient check-out process

Unacceptable with unacceptable wait time of over 10 0
minutes before receiving any service.
Basic check-out process with minor wait

Acceptable time (not more than 10 minutes per 1
guest).
Basic check-out process in place, with

Good prompt service (not more than 8 2
minutes per guest).
Express check-out option or account pre

prepared and available for review before
Very good 3
check out (not more than 6 minutes
per guest).
Express check-out with minimal wait

Excellent time (not more than 4 minutes per 4
guest)
In room check-out options and express
Outstanding 5
service offered with no wait time.
1.16 Other Arrival / Departure
Aspects
Guests must be provided with Official

Receipt on departure.
Account reviewed and then presented in

1
an envelope.
A wide range of payment options are
24 available including at least 3 different 1
types of credit cards.
25 Offer to arrange transfer services. 2
10

    My
   
   Score
 

Dimension 2: PUBLIC AREAS
2.1 Public Areas - Decoration -
26
Design and Quality
No thought given to coordinating design

Unacceptable 0
resulting in ad-hoc decoration.
Some attempt to coordinate design and

Acceptable 2
have a consistent theme.
Good quality decoration, use of wall

Good 4
hangings adds to overall impression.
Coordinated design, a professional

Very Good 6
standard is achieved.
Excellent standard of coordinated décor

Excellent 8
throughout all public spaces.
Highest quality, unique wall hangings on

Outstanding 10
display, outstanding design features.
2.2 Public Areas – Decoration -

27
Condition and Maintenance
Very old, faded, damaged wall coverings,

Unacceptable peeling, grubby marks, evidence of 0
neglect.
Amateurish application of wallpaper/
Acceptable paint, tired look, damage is evident and 2
several minor repairs are needed.
Some aging still evident, maintenance
Good practices are noted and 1 or 2 minor 4
repairs are needed.
Very good condition with a few scratches

Very Good 6
and marks evident.
No major scratches or marks, overall an

Excellent 8
excellent quality throughout.
No evidence of wear and tear, in as new

Outstanding 10
condition throughout.
2.3 Public Areas - Furniture –

28
Quality
11

    My
   
   Score
 

Uncomfortable furniture that is made of
Unacceptable 0
poor materials, or no furniture used.
Mismatched furniture that is not

Acceptable 1
particularly comfortable.
May be older furniture or newer lower

Good quality coordinated furniture, durable 2
materials are used.
Very good quality furniture, high levels

Very Good of comfort, easy and attractive seating 3
arrangements.
Excellent furniture quality, great degree

Excellent of comfort, attractive and highly- 4
coordinated.
Highest quality furniture in outstanding

Outstanding condition; or antique furniture of 5
highest quality.
2.4 Public Areas - Furniture –

29
Condition
Scratched and badly damaged furniture,

Unacceptable loose arms and legs, stained, dirty 0
upholstery or no furniture used.
Occasional marks, in need of minor

Acceptable 1
repair, acceptable condition.
Good level of condition throughout

most of the public areas. Some public
Good 2
spaces may not display a range of
furniture.
Very good condition of furniture, with

Very Good only some minor signs of wear and tear 3
throughout the public areas.
Excellent furniture condition

Excellent 4
throughout the resort.
Furniture in outstanding as new

Outstanding condition, conveniently located 5
throughout the resort.
30 2.5 Public Washroom - Quality
Poor quality throughout, aged basin and

Unacceptable 0
bowl, not fit for purpose.
12

    My
   
   Score
 

Aging fixtures, rough finish no

Acceptable 1
additional space.
Good quality fixtures, standard design,

Good 2
limited space.
Very good, high quality basin, superior

Very Good 3
design, ample bench room.
Excellent quality of fittings, basin and

Excellent 4
bowl decoration is to a high standard.
Outstanding quality, designer tap ware,

Outstanding 5
ample space.
2.6 Public Washroom - Condition

31
and Cleanliness
Basin chipped or damaged, paintwork

Unacceptable 0
chipped, flaking, dirty condition.
Acceptable Older condition, but clean and usable. 1
Some signs of wear and tear, ageing tap

Good 2
ware, but signs of regular cleaning.
Very good condition, few signs of wear

Very Good and tear, regular servicing even during 3
busy periods.
Minor scratches are barely visible,
Excellent always clean and tidy and in excellent 4
condition.
Outstanding condition, no marks or

Outstanding 5
chips, as new condition.
32 2.7 Public Areas - Room Climate
All public areas are ventilated or have

temperature control initiatives and
maintain a temperature between 20-30
degrees year round; except in areas
where elevation is 2000 ft. above sea
level.
2.8 Public Areas - Lighting –
33
Quality
13

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Low quality lighting, bare bulbs with no
Unacceptable shades, dim, gloomy effect, with some 0
dark spaces.
Enough lighting for practical use,
Acceptable sparse, but with an even distribution 1
of light.
Good level of illumination throughout
Good 2
all public areas.
Very good illumination options, reading
Very Good lights throughout the public areas. 3
Multiple light switches.
Excellent quality lighting. Lighting
effects with use of picture lighting or
Excellent 4
special effects lighting, excellent quality
fittings.
Highest quality of lighting. Designed for

practical use and also effect, showing
Outstanding 5
off corridor and features in public areas,
e.g. mood lighting and dimming system.

34
Condition
Poor condition, exposed wires, wobbly

Unacceptable 0
fittings, loose plugs.
Acceptable condition of lamps, aging is

Acceptable 1
evident.
Good quality fittings, no burnt
Good shades, any repair work to fittings is 2
professionally done.
Very good condition of fittings, no

Very Good 3
repair work required.
Excellent quality fittings throughout all

Excellent public areas. Designer lamps used where 4
appropriate.
Highest quality of light fittings used in

Outstanding 5
as new condition

Environmental Protection
Sensor lighting in use that does not

35 Environmental 3
compromise guest safety.
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36 Environmental Good use of natural lighting. 5
Low energy-saving bulbs used between

37 Environmental 3
50% and 75% of public areas.
Low energy-saving bulbs used in over

Environmental 5
75% of public areas.
38 2.11 Public Areas – Cleanliness
Very heavy dust on surfaces, carpets

badly vacuumed, cobwebs evident, litter
Unacceptable 0
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
Acceptable 2
regular wiping/dusting. Any toilets are
cleaned daily.
Efficient vacuuming, generally good,

Good evidence of high and low dusting, 4
bathrooms are in good tidy condition.
One or two small areas missed but

overall very satisfactory cleaning
Very Good process, everything is tidy. Bathrooms 6
are cleaned regularly throughout the day
as required.
Tables, surfaces well-polished,
no smears, excellent standard of
Excellent 8
cleanliness. Bathrooms are in excellent
condition.
As new look and feel, very clean and
shining surfaces, excellent attention
Outstanding to detail, bathrooms are always in 10
outstanding condition throughout the
day.
39 2.12 Gardens – Condition
Cluttered and untidy, no evidence of

Unacceptable maintenance requires considerable 0
attention.
Grounds are kept tidy, evidence of
Acceptable 2
ground maintenance in the last 30 days.
Grounds are well maintained, and

Good 4
evidence of maintenance in last 7 days.
Grounds are in very good condition, and
where appropriate seasonal plantings
Very Good are evident. Grounds are well laid 6
out and provide a sense of space and
relaxation.
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Grounds are in excellent condition,
evidence of maintenance in the last
Excellent 8
2 days; attention to detail shows
walkways are well maintained.
Grounds are in pristine condition
with detailed landscaping and design
Outstanding 10
features. Evidence of daily maintenance
and care.
40 2.13 Garden Furniture – Quality
Lack of garden furniture, or of very

Unacceptable poor quality (cheap plastic) and in 0
awkward places.
Basic furniture is used that is fit for
Acceptable purpose, maybe plastic or low quality 1
wood.
Good quality furniture is used

Good 2
throughout and placed appropriately.
Very good quality furniture used

throughout the garden, e.g. woven
Very Good 3
furniture with comfortable cushions or
mattresses.
Excellent quality furniture that suits
Excellent surroundings and fits with overall 4
theme.
Designer quality furniture, outstanding
Outstanding variety and comfort, creating unique 5
spaces for relaxation.
41 2.14 Garden Furniture – Condition
Broken garden furniture or in otherwise

Unacceptable 0
poor condition.
Functional furniture in acceptable

Acceptable condition; some furniture may be old, 1
wobbly, stained or discoloured.
Good, but used condition, some repairs

Good 2
are evident, solid stand.
Very good condition, professional

Very Good 3
repairs.
Excellent condition, no stains and

Excellent 4
discolouration.
16

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Garden furniture in outstanding as new
Outstanding 5
condition.
2.15 Garden Plants and
42
Watering
No thought given to the operational
watering requirements of plants and
Environmental 0
water, recycling is not part of the
operational planning.
Environmental Minor use of local plants. 2
Environmental Extensive use of local plants. 4
Plants watered in morning/evening to

43 Environmental 1
conserve water.
Limited use of rain water or grey water
Environmental 2
for watering plants.
Extensive use of rainwater and grey
Environmental 3
water for watering.
Dimension 3: BEDROOM
44 3.1 Room Size
Minimum 1 Size including bathroom ≥ 16 sq. m 4 m
3.2 Suites – Availability
(Note: Suites shall have a Master’s

45
bedroom, pantry, separate living room
and en-suite bathroom with enclosed
shower and telephone ext. in bathroom)
Minimum 4 2% of rooms are suites. 3 m
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Minimum 5 5% of rooms are suites. 5 m
3.3 Rooms for Persons with

46
Disabilities (PWD) - Availability
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.
47 3.4 Bedroom - Space & Comfort
Floor space has obstacles that can cause

Unacceptable injury to guests, furniture too large or 0
too small, may be less than 2.4 meters.
Doors and drawers can be opened freely

without moving furniture, may still
Acceptable 2
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
Good 4
restrictions and a chair may serve dual
purposes.
Bedrooms are well planned for ease of

Very Good movement, no major obstacles to move 6
around, easy access to all facilities.
Generous space to allow comfortable

relaxation and comfortable in room
Excellent 8
dining, ease of access with a suitcase to
all wardrobes and cupboards.
Luxurious space designed for relaxation

and efficiency of movement. Ample
Outstanding 10
free space with furniture in suitable and
convenient places.
48 3.5 Bedroom – Sound Proofing
No attempt to provide any sound

Unacceptable 0
proofing.
Any adjoining room has one door and

is not sound proofed and curtains are
Acceptable 2
thin and provide very limited sound
proofing.
18

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Good level of sound proofing, lined
Good curtains are in place and building design 4
assists sound proofing.
Very good sound proofing materials are

Very Good used; heavy curtains and floor coverings 6
reduce noise.
Excellent level of sound proofing,
Excellent including double glazing and other 8
methods to reduce external noises.
Outstanding sound proofing design to
Outstanding 10
ensure quiet enjoyment of space.
49 3.6 Bedroom – Noise Levels
Significant external noise and noise

Unacceptable from other rooms that makes sleeping 0
or peaceful enjoyment difficult.
Noise from outside is variable, noise
Acceptable 2
from neighbouring rooms is audible.
External noise from other rooms
Good and from outside is heard but is not 4
significant.
No intrusive noises from other rooms,
occasional loud noises are still audible
Very Good from time to time. Noise should not be 6
more than 70 decibels as measured by
the pillow position on the bed.
Noise should not be more than 60
Excellent 8
decibels.
Noise should not be more than 50
Outstanding 10
decibels.
3.7 Bedroom – Bed Mattress -
50
Quality
Sofa beds are not acceptable as
Unacceptable permanent bed spaces, mattresses less 0
than 4 inches.
Foam mattress, chip board base or

Acceptable similar, shallow innerspring or mattress 2
greater than 4 inches.
High density foam, 8 inches timber

Good base, shallow innerspring, 6 inch 4
mattress.
Standard coil, comfort layers may have
Very Good 6
pillow top, 8 inch mattress.
19

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Coil spring or equivalent, separate
Excellent mattress top, Mattress protectors (bed 8
pad) and pillow protectors / slips.
Latex or pocket spring, deep comfort,

separate mattress top; Mattress
Outstanding 10
protectors (bed pad) and pillow
protectors / slips.
3.8 Bedroom – Bed Mattress -
51
Condition
Ripped or badly stained mattress,

Unacceptable springs coming through, uncomfortable 0
and lumpy.
Small tears, fabric shows signs of aging,

Acceptable weakening of mattress edges, minor 2
stains
Good condition, good support
Good 4
throughout.
Very good condition, no stains or tears,

Very Good 6
evidence of good maintenance.
Excellent condition, very little wear and

Excellent 8
tear.
Outstanding Outstanding or as new condition. 10
3.9 Bedroom - Bedding & Linen -

52
Quality
Unacceptable Thin sheets do not properly fit the bed. 0
Acceptable Thinly woven cotton, no tears or rips. 2
Thinly woven cotton or poly cotton

Good 4
sheets of good quality.
Medium weave cotton, in very good

Very Good condition, should have minimum 250 6
thread count.
All linen excellent quality should have

Excellent 8
minimum 300 thread count.
20

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All linen outstanding quality should
Outstanding have minimum 300 thread count or silk 10
linen or similar.
3.10 Bedroom - Bedding & Linen -

53
Condition
Sheets with large stains, holes, faded

Unacceptable 0
and damaged.
Sheets with no tears or rips, in a clean

Acceptable 2
condition.
Linen in good condition, evidence of

Good 4
good laundry practices.
Very Good Linen in very good and crisp condition. 6
Excellent All linen in excellent condition. 8
Outstanding All linen in as new condition. 10
3.11 Bedroom – Pillows – Quality /

54
Condition
Lumpy pillows, too hard, too soft, out of

Unacceptable 0
shape and/or in other poor condition.
Clean, basic pillows, acceptable quality,

Acceptable 2
average firmness/softness.
Good quality pillows, with pillow

Good 4
protectors.
Very good pillows, at least 2 per sleeping

Very Good 6
position.
Excellent A range of excellent pillows available. 8
A pillow menu is available with pillows

Outstanding 10
in as new condition.
21

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55 3.12 Bedroom – Lighting - Quality
Cracked light switches, lights without

Unacceptable 0
shades or lamps.
Light switch by main door only;

Acceptable 2
acceptable illumination of bedroom.
Good lighting illumination, bedside

Good 4
table lamps, variety of lighting options.
Room has very good lighting, multiple

Very Good switches and very good quality fittings, 6
two bedside lamps.
Designer lamps and excellent levels

Excellent of lighting to create different moods, 8
directional bedside lamps.
Architectural design of lighting is

Outstanding 10
evident. The best available.
3.13 Bedroom - Lighting -

56
Condition
Lights not working, bulbs need

Unacceptable 0
replacing.
Acceptable condition of lamps, some

Acceptable 2
bulbs not working.
No burnt shades, aging lamps but

effective. Minor maintenance work
Good 4
around fittings into the wall may be
required.
Very good condition of fittings,
Very Good coordinated approach to lighting. No 6
repair work needed around fittings.
Fittings throughout bedroom in as
Excellent new condition, with a few minor marks 8
evident after close inspection.
Fittings throughout the bedroom in as

Outstanding 10
new condition.
3.14 Bedroom - Lighting –

57
Environmental Protection
22

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Energy-saving light bulbs in between

Environmental 3
50% and 75% of bedroom lights.
Energy-saving light bulbs in over 75%

Environmental 5
of bedroom lights.
All rooms must have windows with a

5
view.
58 3.15 Bedroom Curtains - Quality
Unlined fabric of low quality, exposed

Unacceptable 0
tracking.
Fabric unlined of acceptable quality,

Acceptable 2
plastic blinds.
Curtains /shades full length, good

Good 4
quality, easy to draw.
Curtains/shades, coordinated, blackout

Very Good 6
quality, well-coordinated.
Thick quality curtains/shades, with total

Excellent 8
blackout.
Outstanding quality, custom design,

Outstanding functional and decorative, may be 10
motorised.
3.16 Bedroom Curtains -

59
Condition
Curtains or blinds do not fit, have major

Unacceptable 0
stains and marks.
Curtains/shades just cover windows;

Acceptable a number of minor stains/marks are 2
evident.
Curtains /shades in good condition may

Good 4
be one minor mark.
Very Good Curtains/shades in very good condition. 6
Excellent condition, fullness of

Excellent 8
materials.
23

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As new condition, luxurious, no wear

Outstanding 10
and tear evident.
3.17 Bedroom - Floor Coverings -

60
Quality
Floor tiles or carpets do not cover the

Unacceptable main floor space they were intended to 0
cover.
Floor covering is acceptable with low

Acceptable 2
grade tiles or coverings.
Good quality floor coverings, standard

Good 4
tiles, quality timber floors.
Floor covering of very good quality,

Very Good 6
well-coordinated with room design.
Floor covering of excellent quality,

Excellent 8
contemporary tiles or wool carpets.
Exceptional quality, custom design

Outstanding flooring, polished woods or luxurious 10
plush carpets with density of 42 oz.
3.18 Bedroom - Floor Coverings -

61
Condition
Largely stained coverings, large holes,

Unacceptable 0
dirty, cracked and badly damaged tiles.
Some stains and discoloration is

Acceptable 2
acceptable, chipped tiles.
Floor coverings, in good condition,

Good amateurish application for any areas 4
that are fixed.
Floor covering in very good condition,

Very Good 6
professional fixing of any wear and tear.
Floor covering in excellent condition, no

Excellent 8
stains are visible.
Outstanding Floor coverings in as new condition. 10
24

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3.19 Bedroom - Temperature

62
Control - Quality
Unacceptable Ineffective cooling system. 0
Window-based cooling system; fan

Acceptable available for additional cooling, 2
acceptable air circulation.
Good cooling system, good air

Good 4
circulation, split-unit type.
Very good and effective cooling

Very Good 6
operation.
Personal control of air temperature,

Excellent windows well insulated, excellent air 8
flow.
Room pre cooled for arrival or very

Outstanding fast cooling system available, Highest 10
quality unit or system in place.
3.20 Bedroom - Temperature

63
Control - Condition & Maintenance
Broken windows, cracked glass,

Unacceptable draughty, fan air conditioning not 0
working.
Window opens and closes easily, fan in

Acceptable 2
acceptable condition.
Good cooling system, air conditioning

Good 4
unit older but operates effectively.
Noise levels are acceptable for guest

Very Good comfort (70db), split-unit with working 6
remote control.
Quiet operation with remote control

Excellent 8
(60db and lower).
No intrusive noise from unit, very quiet

Outstanding operation with remote control (50db 10
and lower), in as new condition.
64 3.21 Bedroom – Furniture - Quality
25

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No chair, no bedside table or made of
Unacceptable material that is not suitable for this 0
purpose.
One chair, one bedside table, aged
materials, medium density fiber board
Acceptable 2
materials, no coordination, repairs
evident.
Two bedside tables, some attempt at

Good coordination. Good quality furniture, 4
timber veneers, glass tops may be used.
Very good quality furniture, good range,

Very Good 6
solid woods, polished edges.
Excellent quality and range. Custom

Excellent 8
designed.
Designer furniture that helps create a

Outstanding refined ambience for the room, the best 10
available furniture is used.
3.22 Bedroom - Furniture –
65
Condition
Cracked, broken furniture, poorly

Unacceptable 0
repaired.
Acceptable condition, some significant

Acceptable 2
scratches and repairs are evident.
Furniture in good condition, any repairs

Good 4
done professionally.
Very good condition of furniture, only a

Very Good 6
few minor marks are visible.
Excellent condition, little wear and tear

Excellent 8
is evident.
Outstanding In as new condition. 10
3.23 Bedroom - Accessories and

Amenities available
66 Electronic key card locking system. 5
26

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67 Environmental Key card power system. 5
Door chain or security device such as

68 2
peep hole to view visitors
Small mirror – at least 24 inches by 12

69 1
inches.
Medium mirror – at least 31 inches by

2
16 inches.
Big mirror – at least 47 inches by 24

3
inches.
Full length mirror – at least 70 inches

4
by 24 inches.
70 Additional second mirror. 1
Coat hangers – 3 per person minimum

71 1
– wire.

2
– plastic.

3
– wooden.
72 Open shelve wardrobe (no doors). 1
Small size wardrobe (24inches

2
minimum width).
Adequate size wardrobe (35inches

3
minimum width).
Standard size wardrobe (47inches

4
minimum width).
27

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Spacious wardrobe (59inches minimum

5
width).
73 Drawers or enclosed shelf space . 1
74 Portable luggage rack. 1
Defined luggage rack – permanent. 2
75 Central safe at reception only. 1
Small safety deposit box in room,

2
functional and securely bolted.
Safety deposit box in room, large

enough for 13” laptop, functional and 4
securely bolted.
76 Daily newspaper delivered to room. 1
77 Minimum 1-5 Drinking water and one glass per guest. 0 M M M M M
78 Minimum 3-5 Tea/coffee facilities in room. 2 m m m
Telephone provided in each room with

79 Minimum 3-5 2 m m m
direct dial.
80 Clock/Radio/Wake up service. 1
In room compendium with basic

81 Minimum 2-5 1 m m m m
information on emergency contacts.
In room compendium with extended

Minimum 3-5 information including mini bar price 2 m m m
lists and restaurant menu.
28

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In room compendium with extensive
Minimum 4-5 regional information on what to see and 3 m m
do for tourists.
Refrigerator, clean and in working

82 3
condition.
Refrigerator with serviced mini bar. 5
TV with small screen size (< 20 inches)

83 1
without remote control.
TV with small screen size (< 20 inches)

2
with functional remote control.
TV with medium screen size (20-32

3
inch) with functional remote control.
TV flat screen 32 inch or larger with

4
functional remote control.
TV flat screen 40 inch or larger with

5
functional remote control.
Multichannel options with Philippine

84 1
travel channels .
Multichannel options with at least 3

85 1
international news channels.
DVD player / Home theatre / Pay Movie

86 1
channels.
87 On screen property information. 1
88 On screen messaging and accounts. 1
29

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In room internet connections (WLAN
89 2
or wired).
Free In room internet connections

3
(WLAN or wired).
Flashlight or illuminated light switches

90 1
in room.
Laundry bag in room and service

91 1
available.
Express laundry service available (24

2
hour return service).
92 Ironing service available. 1
Iron and board in room available. 2
3.24 Bedroom - Cleanliness
All rooms are cleaned daily and all beds

are made daily.
94 Minimum 1-5 Waste bin provided and emptied daily. 0 M M M M M
Mattresses are labelled and periodically

95 2
turned.
Heavy dust on surfaces, paper and

96 Unacceptable other dirt are not picked up, unpleasant 0
smells.
Acceptable Surfaces are basically clean. 3
Efficient vacuuming, good condition

Good 6
overall.
Very thorough cleaning process, no

Very Good 9
evidence of dust or smears.
Overall very satisfactory cleaning,

Excellent 12
excellent attention to detail.

Outstanding 15
shining surfaces.
30

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Dimension 4: BATHROOM
4.1 Bathroom – Minimum
Requirements
Baths and/or showers with functioning
97 Minimum 1-5 hot and cold water. Hot water reaches 0 M M M M M
38 degrees in 20 seconds.
98 Minimum 1-5 Toilet system in working order. 0 M M M M M
4.2 Bathroom - Shower/Bath -

99
Quality
Small shower with weak or no pressure,

Unacceptable 0
taps of low quality.
Lightweight shower curtain, not well-

Acceptable 2
coordinated tap ware.
Good quality fixtures, good quality

Good 4
curtain, shared shower/bath.
Standard tiled walls, framed shower
screen or designer curtain, mixers
Very Good 6
provide constant water flow at even
temperature.
Tiled, framed shower screen or designer
curtain with high quality porcelain
Excellent bath, matching and coordinated style, 8
highly responsive water pressure and
temperature.
Frameless shower screen, designer

Outstanding shower enclosure, highest quality bath 10
if provided, luxurious quality finishings.
4.3 Bathroom – Shower/Bath –
100
Condition / Maintenance
Bath or shower enamel cracked, holes

Unacceptable visible, shower head broken, spray 0
uneven and poorly distributed.
Aging fixtures, rough amateurish

grouting/sealant, bath floor may be
Acceptable 2
lumpy and uneven. Tiles may still be
chipped.
No evidence of moulds, good overall

condition, minor chips or repairs may
Good 4
be still needed, bath floor is even and
well maintained.
Very good condition, any repairs were

Very Good done professionally and do not require 6
further attention.
31

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Excellent Excellent condition throughout. 8
Outstanding As new condition . 10
101 4.4 Bathroom – Basin - Quality
Basin plastic or poly-marble, taps of low

Unacceptable 0
quality.
Aging fixtures, rough amateurish

Acceptable 2
grouting no additional bench space.
Good quality fixtures, standard design,

Good limited bench space to place personal 4
toiletry.
Very good, high quality basin, superior

Very Good design, ample bench room for all 6
personal toiletry.
Excellent quality, generous space for all

Excellent 8
personal toiletry, quality brand tap ware.
Outstanding quality, often double basin,

Outstanding 10
designer tap ware, ample space.
4.5 Bathroom - Basin – Condition /

102
Maintenance
Basin chipped or damaged, tap does not

Unacceptable 0
provide a consistent flow of water.
Acceptable Older condition, but clean and usable. 2
Some signs of wear and tear, aging tap

Good 4
ware.
Very good condition, few signs of wear

Very Good 6
and tear, minor scratches.
Excellent Excellent quality. No marks or chips. 8
32

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Outstanding condition, as new

Outstanding 10
condition.
103 4.6 Bathroom - Toilet - Quality
Cheap plastic toilet seat and/or cover

Unacceptable 0
that doesn’t fit.
Good quality plastic seat that is

Acceptable 2
functional.
Good Good quality solid seat. 4
Very Good Strong solid material of durable nature. 6
Excellent Solid construction, wall hung seat. 8
Solid construction with designer

Outstanding 10
features evident.
4.7 Bathroom – Toilet –

104
Leaks from flushing evident on floor,

Unacceptable stained seat, flush mechanism does not 0
work properly.
No leaks and acceptable condition, clean

Acceptable 2
and usable.
Good Good condition, repairs evident. 4
Very good condition, minor wear and

Very Good 6
tear evident.
Excellent condition, spotless

Excellent 8
appearance.
Outstanding As new condition. 10
33

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4.8 Bathroom – Decoration -
105
Quality
Poor quality throughout, uncoordinated

Unacceptable 0
mix of tiles.
Adequate materials, panelling with gaps

Acceptable 2
evident. Small space.
Good quality, basic painting, limited use

Good 4
of colour or themes.
Very good quality, no visible joins, well

Very Good 6
coordinated design.
Excellent quality, may be constructed of

Excellent 8
marble or granite finish.
Highest quality decoration, grouting

Outstanding excellent condition, ceiling finish is of 10
highest quality.
4.9 Bathroom – Decoration -

106
Paintwork chipped, flaking, dirty

Unacceptable 0
condition, mould on walls and ceiling.
Acceptable condition, clean but with

Acceptable dated materials, may still be some 2
evidence of mould issues.
Good Good condition, evidence of repair work. 4
Very good condition, any repair work

Very Good has been professionally completed and 6
no maintenance is required.
Excellent Well maintained, in excellent condition. 8
Outstanding Decoration in as new condition. 10
4.10 Bathroom- Towels – Quality

107
and Cleanliness
34

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Towels are thin, ripped and in poor

Unacceptable 0
condition, major stains.
Towels are thin but clean and in

Acceptable 2
acceptable condition.
Greater range of towels of average

Good 4
quality
Very good range of towels including

Very Good bathmat, face towel, bath towel and 6
hand towel
Excellent range of towels of thick

Excellent 8
cotton, 90-100% cotton
Highest, plush range of towels in as new

Outstanding 10
condition, 100% cotton
4.11 Bathroom – Space and

108
Comfort
Unacceptable Space is too small for comfort. 0
Acceptable Space is limited but usable. 2
Good space, ability to dry yourself in

Good bathroom without touching bathroom 4
walls
Very good space, area to place clothes

Very Good 6
and ample space for personal toiletry
Excellent bathroom space, ability for

Excellent two people to easily move around the 8
bathroom
Generous and outstanding space, the

Outstanding 10
best available
4.12 Bathroom – Overall

109
Cleanliness
Heavy dust and/or smear on surfaces,
long term grime on inaccessible places,
Unacceptable 0
old soap, hairs in bathroom, waste bin
not emptied
35

    My
   
   Score
 

Acceptable Surfaces in acceptable condition. 4
Efficient cleaning; surfaces show

Good 8
cleaning practices.
Very satisfactory cleaning process, fresh

Very Good 12
smell.
No evidence of dust or smears, enamel

Excellent gleaming, no sign of mould or mildew 16
and sealed toilet seat.
Outstanding shining surfaces, excellent attention to 20
detail.
4.13 Toiletries - Availability
110 Minimum 1-5 Toilet paper provided. 0 M M M M M
Soap or toiletries from previous guest

111 Unacceptable 0
are evident.
Acceptable Soap only provided. 1
Greater range of toiletries including hair

Good 2
shampoo and shower/bath gel.
Strong range of toiletries of very good

Very Good quality including body lotion, ear buds, 3
etc.
Excellent range of branded toiletries

Excellent 4
(incl. dental care kit, nail care kit).
Highest quality toiletries with extensive

Outstanding 5
range.
4.14 Bathroom – Amenities -

Availability
112 Bidet. 4
36

    My
   
   Score
 

113 Functional hairdryer. 2
114 Magnifying mirror. 2
115 Weighing scales. 2
116 Bath robe / gown. 1
117 Slippers. 1
118 Shoe mitt / horns. 1
4.15 Bathroom – Environmental

Protection
Dual flush toilet system or similar to

119 Environmental 3
conserve water.
Flow regulators on shower/taps to

120 Environmental 3
conserve water.
Bulk dispensers or biodegradable

121 Environmental 3
packaging used for soaps, shampoos.
Towel and linen policy promotes

122 Environmental conservation and gives guest choice 3
regarding frequency of cleaning.
Dimension 5: Food and Beverage

5.1 Food and Beverage –
Availability of Restaurants
123 Minimum 1-5 Breakfast room available. 0 M M M M M
Full service restaurant open 7 days a

124 Minimum 3-5 10 m m m
week (including breakfast).
Additional Specialty Restaurant / Fine

125 Minimum 4-5 10 m m
Dining.
37

    My
   
   Score
 

5.2 Food and Beverage – Options
126
available
Non-availability of several food dishes

Unacceptable 0
and/or drinks.
Fast food / instant coffee/drinks, up to

Acceptable 4
20% unavailable.
Limited choice of basic dishes / buffet,

Good up to 10% all food dishes and/or drinks 8
on the menu are available.
A-la-carte menu, fresh fruits &
Very Good vegetables, selection of wines/beers, 12
only 5% of menu items not available.
Exceptional a-la-carte menu, availability
Excellent of all food dishes and drinks/wines on 16
the menu.
A-la-carte menu of outstanding variety
Outstanding of special cuisine (fine dining, fresh 20
juices, extensive wine list).
5.3 Food and Beverage – Service

127
Quality
No welcoming greeting, limited table

clearing, stains on tables/chairs, lack
Unacceptable 0
of attention, wait time greater than 30
minutes.
Friendly, but not necessarily
Acceptable professional service, basic knowledge of 4
foods/beverages on the menu.
Attentive behaviour of waiting staff,

Good 8
quick table clearing service.
Very good and attentive service,

Very Good service checks during meal to ensure 12
satisfaction
Excellent service, efficient food clearing,

Excellent 16
prompt and polite service during meal.
Outstanding Outstanding service, the best available. 20
5.4 Restaurant - Decoration &

128
Furniture - Quality
38

    My
   
   Score
 

Tables and chairs are insufficient for
Unacceptable the number of guests, uncomfortable 0
seating.
Tables and chairs are mismatched but

Acceptable functional, vinyl seating with minimal 2
comfort, plastic chairs.
Good quality, tables and chairs, brushed

Good metal, glass, laminate materials, limited 4
design and coordination.
Very good quality, solid timbers or

Very Good 6
contemporary cane, coordinated design.
Excellent quality, high grade fabrics,

Excellent coordinated design, linen table cloths, 8
ergonomic design.
Luxurious feel, highest quality table and

Outstanding 10
chairs, linen cloths and napkins.
5.5 Restaurant - Decoration &

129
Furniture - Condition
Very old, faded, wobbly stand, damaged,

Unacceptable peeling, grubby marks, evidence of 0
neglect, damaged, marked, scratched.
Amateurish application of wallpaper/

paint, furniture in average condition
Acceptable 2
with signs of wear and tear, solid stand
of tables and chairs.
Good condition, some repair work
Good 4
evident.
Very good condition, professional

Very Good decoration, only minor marks showing 6
on tables and chairs.
Excellent condition, no scratches or

Excellent 8
chips.
Meticulous condition, no evidence of

Outstanding 10
wear and tear.
5.6 Restaurant – Crockery, Cutlery,

130
Glassware - Quality
Unacceptable Incomplete table settings. 0
39

    My
   
   Score
 

Basic crockery and cutlery, fork and

Acceptable 2
spoon only, adequately laid out tables.
Good quality cutlery, well laid out table

Good 4
setting.
Very good table setting, good quality

Very Good 6
glassware, solid cutler.
Excellent range and condition of

Excellent crockery, high standard of glassware and 8
cutlery.
Outstanding table settings, fine china or

similar in use, silver cutlery or similar,
Outstanding 10
crystal glassware or similar outstanding
quality.
5.7 Restaurant – Crockery, Cutlery,

131
Glassware - Cleanliness
Dirty chipped glassware, stained

Unacceptable 0
crockery.
Crockery and cutlery are clean and

Acceptable mismatched, water marks may be 2
visible.
Good level of cleanliness, no major chips

Good 4
or marks, coordinated cutlery.
Very good level of cleanliness and

Very Good 6
polished cutlery.
Excellent level of cleanliness, glassware

Excellent 8
is in pristine condition with no smears.
Outstanding in as new condition for all

Outstanding 10
crockery and glassware. Polished cutlery.
132 5.8 Restaurant – Space and Comfort
Very crowded, cramped, uncomfortable,

Unacceptable 0
loud noise, unpleasant atmosphere.
40

    My
   
   Score
 

Comfortable but crowded, difficult

Acceptable 4
access for customers and servers.
A certain amount of noise and activity,

Good comfortable temperatures, tables too 8
close for private conversation.
Very good standard of comfort, private

Very Good 12
conversations are possible.
Well thought out table layout, no

Excellent 16
intrusive noise or smells.
Outstanding environment and highest

Outstanding levels of comfort, one of the best 20
available.
5.9 Kitchen - Quality of Appliances
Compliance with Health and Sanitation

Code of the Philippines.
Old appliances, untidy, but adequate

134 Unacceptable 0
range.
Acceptable appliances, may be older but

Acceptable 2
in working condition.
Well-designed kitchen and good layout.

Good 4
Appliances easily accessible.
Obvious design features designed to

Very Good ensure efficiency. Very good standard of 6
appliances.
Excellent layout and professionally

Excellent designed and staffed. Excellent work 8
spaces.
Outstanding kitchen environment. One

Outstanding 10
of the best available. As new appliances.
135 5.10 Kitchen - Cleanliness
Dirty dishes and cooking utensils,

Unacceptable poor food handling and food storage 0
processes.
41

    My
   
   Score
 

Clean, tidy, cold storage procedures are
Acceptable acceptable, basic hygiene standards are 4
followed.
Well maintained appliances and clean

Good 8
cooking utensils.
Very good standard of kitchen. Very

Very Good 12
hygienic, frequent cleaning is evident.
Excellent level of cleanliness, attention

Excellent to detail in all aspects of cleaning and 16
hygiene.
Spotless kitchen environment. As
Outstanding new appliances in appearance and 20
cleanliness.
Dimension 6: AMENITIES and SERVICES
6.1 Amenities - Guest Services
Free Internet connection available in

136 3
public areas for guests.
Housekeeping turndown service at

137 3
night.
Room Service availability for minimum

138 Minimum 1-3 0 M M M
of 12 hours.
Minimum 4-5 Room Service 18-24 hours. 4 m m
6.2 Amenities – Wellness Services
Fitness centre on site with cardio

139 3
machines and trained staff.
Fitness centre has trained staff on duty

5
with 5 or more cardio machines.
140 Massage services on site. 3
Spa with 3 or more treatment options.

141 3
Spa services must consist of massage,
body treatments and water applications.
Spa Services include Traditional Filipino

2
treatments.
42

    My
   
   Score
 

142 Swimming pool with lifeguard on duty. 2
Swimming pool with clean and well

maintained facilities; size appropriate 5
for resort.
Sports and/or fitness equipment

143 available for hire as appropriate to 1
location.
144 Jacuzzi 2
145 Sauna / Steam room 2
6.3 Amenities – General Services
146 Gift and souvenir shop. 5
147 Tour desk. 5
148 Hairdressers / salons. 5
Business Center (with PC, printer,

149 5
photo copier, internet connection, etc).
First Aid facility with trained staff on

150 5
site.
6.4 Amenities – Recreation &

Sports
151 Function room (open air, outdoor). 5
Function room (indoor, air-

152 5
conditioned).
Sight-seeing activities, land-based

tours, excursions to natural / cultural
153 5
attractions (museums, monuments),
boat trips, island hopping, etc.
Land-based sports (basket ball, volley

154 ball, tennis, badminton, table tennis, 5
etc).
43

    My
   
   Score
 

Water-based sports (kayaking, sailing,
155 waterski, jet ski, snorkelling, diving, 5
etc).
Nature-based sports (hiking, biking,
156 fishing, bird-watching, nature trails, 5
etc).
Recreational activities for families and

157 children (games, library, playground, 5
etc).
Entertainment (beach bar, grill

158 barbeque, live music, karaoke bar, 5
discotheque, etc).
Dimension 7: BUSINESS PRACTICES

7.1 Business Processes
Emergency and fire evacuation
procedures are followed and in place.
Backup generator or emergency power
160 Minimum 1-5 is available, capable of providing full 0 M M M M M
power.
Safety systems and documentation in
161 place to respond to possible natural 5
disasters and man-made threats.
Cleaning schedules in place that show
162 daily, weekly and seasonal cleaning and 5
checking procedures.
Maintenance plans that show plan
163 to address major areas requiring 5
maintenance.
Vermin/Pest control processes in place
to identify and eliminate pests such as
164 5
rodents, bed bugs, and cockroaches,
flies etc.
Risk assessment audit conducted in the
165 last 5 years that reviews security threats 5
to the property.
Environmental management system
166 Environmental in place to reduce waste with waste 5
reduction targets.
Environmental systems in place to
167 Environmental reduce water with water reduction 5
targets.
Environmental systems in place to
168 Environmental reduce energy with energy reduction 5
targets.
44

    My
   
   Score
 

Training programme in place for staff
169 Social (minimum of 3 days per staff member/ 5
year).
Recruitment programme ensure local
170 Social people are employed (minimum 80% 5
from within the region).
Procurement process ensures local
purchasing across all supply areas
171 Social 5
(minimum 30% from within the
region).
Procurement process advocates
Green purchasing (minimum 20% of
172 Environmental food/ beverages, laundry services, 5
and cosmetics procured from organic
suppliers).
Guest complaint handling system

173 (complaints are documented and 5
responded to within 24 hours).
Refund policy (if complaints cannot be

174 resolved to guest satisfaction, discounts 5
or compensation will be applied).
Guest feedback and satisfaction

175 5
monitoring system in place.
Resort meets all current regulations

and legislative requirements to operate
176 Minimum 1-5 a Resort. (Air pollution, Sanitary Code, 0 M M M M M
Revised Fire Code, Accessibility Law,
etc).
7.2 Barrier-free Facilities for

Persons with Disabilities (PWD)
(Accessible Tourism) For PWD Rooms,

177 5% of all rooms shall be designated for 5
PWD, but not less than 2 rooms.
Reception areas shall provide low and

recessed or split-level counters that can
178 2
both accommodate standing persons
and those seated on wheelchairs.
All interior doors shall have at least

a width of ninety (90) centimetres
179 2
to accommodate big and motorized
wheelchairs.
45

    My
   
   Score
 

PWD Bed rooms shall have the following:
• Lever type door handles
180 • Dual height peepholes with the
lower one at 39inches from the
floor
• Light switches at maximum 47
inches from the floor
• Electrical outlets at a minimum of 7
18inches from the floor
• Bed height at maximum of
20inches
• Easy-to-open preferably sliding
closet doors
• Dual height hanger racks with
the lower rack at 55inches from
the floor
PWD Bathrooms shall have the following:

181 • Toilet flooring of non-slippery
surface materials even when wet
• Toilet bowls should be positioned
where a vertical or climbing bar
shall be positioned on the wall at
12 inches from the front tip of the
toilet bowl to offer support when
users pull or elevate themselves to
a standing position. 4
• Grab bars should be placed on
both sides at 28-30 inches from
the floor for the safety and
effective utility, the distance
between the bars not exceeding
30inches
• Toilet bowls should be elevated
to a range of 18-20inches from
the floor.
At least one Elevator with PWD-friendly

182 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 5
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
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;
47
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.
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.
48
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
49

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TABLE OF CONTENTS

BOOK ONE - GENERAL PROVISIONS

BOOK TWO - STAR GRADING SYSTEM

BOOK THREE – ACCREDITATION STANDARDS

Dimension 2: PUBLIC AREAS

Dimension 5: FOOD AND BEVERAGE

Dimension 6: AMENITIES AND SERVICES

Dimension 7: BUSINESS PRACTICES

BOOK FOUR – APPLICATION FOR ACCREDITATION

BOOK SIX – SUPERVISION OF ACCREDITED ESTABLISHMENTS

BOOK SEVEN – OTHER PROVISIONS

NOTE: YOUR SELF-ASSESSMENT RATING IS NOT YET FINAL.

INTRODUCING THE FIVE STAR GRADING SYSTEM

FOR ACCOMMODATION ENTERPRISES

Star Grading Total Score (Hotel, Resort, Apartel)

Business Area Hotel Resort Apartel

Mandatory requirements, marked M shall refer to those requirements that are

On the other hand, minimum requirements, marked m shall refer to those

The second column is descriptive. It identifies the section. It also determines if

Unacceptable describes what should not happen. No points are awarded.

The fourth column describes the criteria/indicators.

The sixth to 10th column indicate if this is a mandatory or minimum requirement.

RULES AND REGULATIONS TO GOVERN THE ACCREDITATION OF

Pursuant to the authority vested in the DEPARTMENT OF TOURISM

Section 1. Title. These Rules shall be referred to as “RULES AND REGULATIONS

c. “Apartment Hotel” shall refer to serviced apartments offering self-contained

f. “Mandatory Requirements (M)” shall refer to those requirements without

g. “Minimum Requirements (m)” shall refer to those requirements which are

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

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

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

l. “Rules” shall refer to these Rules and Regulations implementing the

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

Accreditation Standards for Resort

Exterior in a clean fit for purpose

Resort name clearly visible from the street

1.2 Building - Design and

Built design and construction quality is

Basic structure with adequate materials

A functional building with good quality

Strong external appeal, consistent design

Excellent impression and overall appeal,

Luxurious and unique exterior,

1.3 Building - Condition (wear and

Minor maintenance may be required,

Good appearance, weathering may still

Very good maintenance of paintwork

High standard of external appearance

As new condition, no building

1.4 Entrance / Exit & Parking

Driveway is in a sound condition and

Driveway entrance is clearly marked and

Clearly designated parking / docking

No airport or port transfer services

Guests are provided with property

Good transfer services are available,

Transfer services are reliable and signed

Transfer services are branded to the

Professional security in place 24 hours

Property and security services designed

Effective use of CCTV with minimum

13 Monitoring of CCTV 24 hours. 5

14 1.7 Reception – Service Hours