diamond rating guidelines

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Dear Hospitality Professional,

On behalf of AAA, I am pleased to introduce to you the latest edition of theLodging Approval Requirements & Diamond

Rating Guidelines. This year marks the 76th

anniversary of AAA professional inspectors. Continuing our long-heldtradition, AAAs expert inspectors use these published guidelines to conduct unannounced evaluations, assigningApproved establishments a rating of One to Five AAA Diamonds.

Since its inception in 1902 as a federation of independent motor clubs, AAA has been dedicated to providing safer roadsand more pleasurable travel experiences for member motorists. Now, with more than 53 million members, AAA offersroadside assistance, insurance and financial services, safety education, and member advocacy and is an undisputedleader in travel information and services.

In 1937, the first AAA field representatives were hired to inspect lodgings and restaurants; and in 1963, AAA beganassigning lodging ratings from good to outstanding. In 1977, AAA introduced the Diamond Rating System, using adiamond to mark the associations 75thanniversary, and began rolling out Diamond Ratings for restaurants in 1985.

The firstAAA Lodging Diamond Rating Guidelinesbooklet was introduced for industry review in 1987, withsubsequent updated versions published since then to reflect evolving industry trends and guest expectations.

This new edition of the Lodging Approval Requirements & Diamond Rating Guidelineswas designed with threeobjectives in mind:

To provide AAA inspectors comprehensive guidance for conducting their evaluations.

To ensure AAA members receive accurate and consistent travel planning and decision-making information.

To provide hotels and restaurants a thorough understanding of the Diamond Rating System to help themachieve a successful evaluation and rating.

To that end, we partner with the hospitality industry to gather input, discuss the meaning of our ratings, and openly

share how Diamond Ratings are applied at the property level. Unique to AAA, we ask our members what elements oftheir hotel or dining experience are most important and then weight the rating factors to reflect member expectations.

We strongly urge property representatives to take full advantage of the information provided by AAA inspectors duringan on-site evaluation, since our experts are exposed to a wide range of properties throughout the United States,Canada, Mexico and the Caribbean. Annually, AAA evaluates more than 33,000 lodgings, 30,000 restaurants andthousands of attractions. AAA Approved listings can be accessed in the AAA TourBookguides, downloadableeTourBookguides atAAA.com/ebooks,and online atAAA.com/Travel.Smartphone users can access Diamond Ratedestablishments using the free AAA TripTik Mobile app or AAA Mobileapp atAAA.com/mobile.

Visit AAA clubs online atAAA.com.Access AAA news releases, high-resolution images, broadcast-quality video, factsheets and podcasts on the AAA NewsRoom atNewsRoom.AAA.com.

We appreciate your continued commitment to serving the travel needs of AAA members and your participation in AAAprograms.

Sincerely,Michael Petrone, CECDirector/AAA Tourism Information Development
http://www.aaa.com/ebookshttp://www.aaa.com/ebookshttp://www.aaa.com/ebookshttp://www.aaa.com/Travelhttp://www.aaa.com/Travelhttp://www.aaa.com/Travelhttp://www.aaa.com/mobilehttp://www.aaa.com/mobilehttp://www.aaa.com/mobilehttp://www.aaa.com/http://www.aaa.com/http://www.aaa.com/http://newsroom.aaa.com/http://newsroom.aaa.com/http://newsroom.aaa.com/http://newsroom.aaa.com/http://www.aaa.com/http://www.aaa.com/mobilehttp://www.aaa.com/Travelhttp://www.aaa.com/ebooks


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AAA 1938 Northeastern Hotel Directory


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CCOONNTTEENNTTSS

SSeeccttiioonn11:: TThheeAAAAAADDiiaammoonnddRRaattiinnggSSyysstteemm........................................................................................................................................................66

Approval Requirements and Diamond Rating Guidelines whats the difference? ........................................................................................6

How do I apply for a AAA inspection? ..........................................................................................................................................................................6

What to Expect During the AAA On-Site Inspection ...............................................................................................................................................7

AAA Approval Requirements ...........................................................................................................................................................................................8

SSeeccttiioonn22:: TThheeAAAAAADDiiaammoonnddRRaattiinnggGGuuiiddeelliinneess..............................................................................................................................1111

The AAA Diamond Rating Guidelines..........................................................................................................................................................................1

What the Diamonds Mean ..............................................................................................................................................................................................1

Glossary ...............................................................................................................................................................................................................................12

Exterior .....................................................................................................................................................................................13

Public Areas Main Lobby / Registration Area ................................................................................................15

Public Areas Other Common Area(s) ....................................................................................................................18

Guest room .............................................................................................................................................................................21

Bathroom .................................................................................................................................................................................26

SSeeccttiioonn33:: AAddddiittiioonnaallIInnffoorrmmaattiioonn....................................................................................................................................................................................3300

The AAA Four and Five Diamond Ratings ..................................................................................................................................................................30

Four and Five Diamond Service Expectations ............................................................................................................................................................30

AAA Hospitality Standards ..............................................................................................................................................................................................3

The Listing ...........................................................................................................................................................................................................................35

Lodging Classifications ......................................................................................................................................................................................................36

Accessibility .........................................................................................................................................................................................................................37

Member Comment Procedures .....................................................................................................................................................................................37

The AAA Appeals Process ..............................................................................................................................................................................................37

Green Programs .................................................................................................................................................................................................................37

Contact Information .........................................................................................................................................................................................................38


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Section 1: The AAA Diamond Rating System

Approval Requirements and DiamondRating Guidelines whats the difference?

AAAs Diamond Rating System comprises two distinctcomponents. TheApproval Requirementsare uncompromising,mandatory standards, while Diamond Rating Guidelinesaresomewhat flexible with the overall rating based on

prevalence of attributes and inspector opinion based onthousands of property inspections.

The evaluation process is made up of three parts:

1. Apply for an inspectionviaAAA.biz/Approved.2. Become AAA Approved To receive AAA

Approval, establishments must meetuncompromising, mandatory standards identified asApproval Requirements.

3. Receive a AAA Diamond Rating After anestablishment is Approved by AAA, the inspectorrecommends a rating using the Diamond Rating

Guidelines and subjective elements based onprofessional experience and training.

Properties must meet all AAA Approval Requirements

to be considered for AAA Approval. Approval Requirementsare common-sense qualifications that AAA members tell usare critical to them and, similarly, most professionaloperators routinely seek to achieve.

Properties must meet most AAA Diamond RatingGuidelines to be assigned a particular rating level

TheDiamond Rating Guidelinesreflect attributes typicallybut not universally observed throughout a lodging industrysegment. Therefore, the lack of some components listed for adesignated rating level does not necessarily preclude theachievement of that rating. During evaluations, inspectorsassess the strengths and weaknesses of the property andassign the most appropriate rating that will provide the bestmatch in meeting AAA member expectations.

Not all guidelines apply to all property types

For example, meeting rooms are not expected at a bed andbreakfast, but are essential at a convention-oriented hotel.Expectations regarding the availability and type of swimmingpool are dictated by climatic influences and/or the property

classification. AAA inspectors apply only those DiamondRating Guidelines appropriate for the property classification.

How do I apply for a AAA inspection?

AAA CONSIDERS ALL VALID APPLICATIONS FOR

INSPECTION. By applying for and/or consenting to an inspection, you agree to allow AAA to publish yourproperty information and the respective DiamondRating in our digital and printed travel information.Currently listed establishments need not reapply, as ourinspector will routinely conduct an assessment of previouslyApproved properties.

To expedite the application process, we suggest the followingapproach:

Verify your property's eligibility for approval byreviewing the AAA Approval Requirements.Properties must meet all Approval Requirements tobe considered a valid applicant for inspection.

Complete and submit theLodging Applicationfor Evaluation(pdf). Include recent and accuratepictures of the exterior, public areas, standarddouble guest unit, bathroom and guest unit doorlocks.

Important notes:

If our records indicate past disqualifying issues, youmay be asked to provide written documentation ofthe corrective action taken since then.

AAA does not guarantee an immediate evaluation ofall properties that apply, and we reserve the right toapply priority consideration to those demonstratingthe highest degree of AAA member value accordingto the following criteria:

GOOD LOCATION NEWLY BUILT/RENOVATED HIGH DEGREE OF CLEANLINESS AND

COMFORT APPROPRIATELY MAINTAINED

CONDITIONS PRICE (willingness to provide a discount or

best rate available)

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There may be an application fee required to processyour request. We will provide written notice oncewe have reviewed your application and, if selectedfor evaluation, an invoice for your application fee.Payment is nonrefundable and has no bearing on theoutcome of the inspection. Do not send a paymentwith the initial application.

On receipt of the application fee, AAA will scheduleyour property for an unannounced inspection asquickly as practicable.

Basic listings in AAA travel products are providedwithout charge to Approved properties.

What to Expect During the AAA On-Site Inspection

A THREE-PART, ON-SITE PROCESS:

1. Introduction, Interview

On arrival (unannounced), the AAA inspector will speak with aproperty representative for a brief, but extremely important, interviewto:

Collect factual information for potential use in AAA publications.

Answer your questions and be advised of any plans forimprovement.

2.

Property tour and assessment of Approval Requirements,Diamond Rating Guidelines, and subjective review

Following the interview, the inspector will request a tour of all publicareas and a cross section of guest rooms to assess current propertyconditions. The inspector will point out strengths and weaknesses asappropriate if a property representative is in attendance. This valuabledialogue is unique to the AAA inspection, and we highly recommend thata property representative accompany the inspector. Ideally, this wouldinclude the general manager and head of housekeeping.

THE INSPECTION INCLUDES A REVIEW OF SEVERAL KEYAREAS:

CLEANLINESS AND CONDITIONProperties will receive a mark of Pass or Fail/sub-ratingfor the overall condition of the property in terms ofcleanliness, comfort, and maintenance. A passing mark isrequired for AAA Approval.

MANAGEMENT AND STYLE OF OPERATION

Properties will receive a mark of Pass or Fail for themanner of staff interaction based on the overall level ofhospitality, professionalism and deportment. A passingmark is required for AAA Approval.

EXTERIOR AND PUBLIC AREASGUEST ROOMSBATHROOMS

Each of these three areas is assessed against theApproval Requirementswith a mark of Pass or Fail.If each area passes,Diamond Rating Guidelinesareapplied and points are assigned for available attributes invarying weights based on the importance to the guestexperience. The points are tallied to determine a sub-rating for each area.

GUEST SERVICES/HOSPITALITY (For those that qualify)

Properties that match the physical guidelines for a Five

Diamond Rating are scheduled for a series of anonymousvisits by AAA inspectors to assess the guest services/hospitality level. The overnight hospitality assessmentincludes a review of critical guest interaction points.Properties must achieve a Five Diamond Rating in guestservices/hospitality to be considered for a Five DiamondRating overall.

3. Assessment Summary

If a property is Approved, the inspector will recommenda Diamond Rating or FYI designation as appropriatebased on conditions that exist at the time of the

evaluation. Each property will receive an email containinga summary of AAAs findings and the Diamond Ratingstatus. The frequency of subsequent AAA evaluationsvaries slightly, depending on the classification andassigned rating.

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1964-65 AAA TourBook

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AAA APPROVAL REQUIREMENTS REFLECT THEMINIMUM ACCEPTABLE CONDITIONS AS ESTABLISHEDTHROUGH MEMBER SURVEYS AND CONTINUOUSFEEDBACK.

To be AAA Approved and Diamond Rated, an establishmentmust meet the following requirements:

Cleanliness and Condition

1. All facilities associated with a property are clean andwell-maintained throughout.

2.

At a minimum, each guest unit is thoroughly cleaned,with complete bed and bath linens changed betweenguest stays.

3. Basic housekeeping services and supplies are available onrequest.

4. All indoor areas are properly ventilated to ensure guestcomfort.

Management and Style of OperationEstablishments will:

5. Provide AAA members value in all aspects of operation.6. Cater primarily to transient rather than residential

guests, with four or more units available for AAAmembers.

7.

Be in compliance with all local, state, and federal codes.8.

Be financially solvent; free of bankruptcy protection,planning or involvement in foreclosure proceedings.

Property management will:

9. Assist AAA in the resolution of member complaints.10. Accommodate unannounced AAA property evaluations

within 20 minutes of notice.11.

Conduct business in a professional and ethical manner providing attentive, conscientious service to guests.

12. Place AAA members in AAA inspected andapproved guest units only. Overflowbuildings or guest units associated with theproperty but not approved by AAA are not

acceptable accommodations.13. Be readily accessible at all times to address

guest needs.14. Provide guests easy access to 24-hour

incoming and outgoing phone service,ensuring prompt message delivery.

15.

Readily provide property information, as requested, forthe purpose of maintaining the most accurate travelinformation in AAAs print, online and mobile travelplanning products.

Property management will not:

16. Use AAA trademarks including but not limited to, theAAA logo and Diamond Rating without AAAs priorwritten consent, including, but not limited to, the LodgingOfficial Appointment Agreement.

Exterior and Public AreasEstablishments will have:

17.

Accurate, legible signage in appropriate areas (e.g., entry,corridors, walkways, stairways, landings, parking areas).

18. Good illumination in all public areas (e.g., entry,corridors, walkways, stairways, landings, parking areas).

19. Procedures in place to ensure all facilities associated witha property and provided for guest use (e.g., restaurant,health club, gift shop, recreation facilities) meet allappropriate AAA Approval Requirements.

Guest RoomsEach guest unit will have:

20. A comfortable bed with a mattress pad, two sheets, twopillows with pillowcases, and an appropriate bedcovering.

21.

A nightstand or equivalent by each bed, a chair, a writingsurface, a waste container, clothes-storage space, andclothes-hanging facilities with hangers for two guests.

22. Adequate shades, drapes, or blinds to cover all windowsor other transparent areas, to provide the guest withprivacy.

Our reporters are not permitted to do any selling of any kind, nor to accept complimentary

accommodations, as we wish their reports to be absolutely unbiased and uninfluenced. They

will not pry nor be meddlesome. They seek only authentic information in order that we may

render dependable and satisfactory service to our members.~ excerpt from Introducing AAA Field Reporters, 1946

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23. An adequate level of soundproofing to muffle outsidenoises and normal sounds in adjacent units and publicareas.

24. An active light switch at the main entry.25.

Good overall illumination to include direct lighting at awriting surface, sitting area, and each bed.

26. Door(s) equipped with both a primarylock and asecondarydeadbolt lock.

27. Deadbolt lock(s) on each door to connecting guest unitsor maintenance corridors.

28. A viewport or window (convenient to the door) for eachentry door.

29. A functional lock for each window that overlooks acommon walkway or is in a ground-floor unit.

30. An operational, single station smoke detector. Whenbattery-operated detectors are used, there must be anadequate maintenance program to routinely test andreplace batteries.

Guest Bathrooms

Each guest unit will have:

31.

A private bathroom.32. A toilet, sink with well-lit mirror, convenient electrical

outlet, adequate shelf space, and a tub/shower with anon-slip surface.

33. Good overall illumination to include direct lighting at themirror(s).

34. A bath towel, hand towel, face cloth, and cup/glass foreach guest.

35.

Toilet tissue, a cloth bath mat, and two bars of soap orequivalent.

36. Non-porous surfaces (e.g., floors, walls, baseboards) in altoilet areas.

Primary lock is a keyed mechanism that allows the door to be lockedfrom the outside. Passkeys are strictly controlled and available only to

recognized guests and essential associates for routine room access (e.g.,management, housekeeping/maintenance staff, security).

Secondary lockis a mortised, deadbolt-locking mechanism with aone-inch throw extending from the edge of the door into the doorframe. This extra device affords guests a certain level of privacy. Unlikethe primary lock passkeys, master keys for secondary locks are availableonly to essential associates and only for emergency purposes (e.g.,management or security).

Secondary Lock VariancesIn certain instances, the requirement for secondary locks may bemodified to meet a variety of exceptions. The most common arenoted below. AAA claims the right of final arbitrator in all decisionsrelated to locks.

Sliding Glass Doors Each sliding door must be equipped withan effective locking device. A secondary security lock is required onall ground-floor doors and those accessible from commonwalkways and adjoining balconies.

French Doors In addition to the deadbolt lock requirements,surface-mounted slide bolts must be provided at the top andbottom to secure the stationary/auxiliary door. These bolts mustextend into the upper doorframe and the lower doorframe orfloor and must be strong and sturdy mechanisms.

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AAA 1968 TourBook


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Guidelines

Section 2: The AAA Diamond Rating Guidelines

The AAA Diamond Rating Guidelines

AAA DIAMOND RATINGS REPRESENT A COMBINATION OF THE OVERALL QUALITY, RANGE OF FACILITIES,AND LEVEL OF HOSPITALITY OFFERED BY A PROPERTY. The widely recognized and trusted AAA Diamonds helpmembers choose lodgings that will meet their needs and expectations.

AAA's Diamond Rating Guidelines indicate what is typically found at each rating level from economy to the most luxurious

properties. The Diamond Rating is determined based on a compilation of all property characteristics, with a focus on overall guestimpression rather than on individual elements. While properties at the same rating level may have variations in the attributesoffered, an overall predominance of characteristics from a particular rating level drives the rating. Additional factors that may impacta property rating are comfort, overall appeal, condition and cleanliness.

The inspectors Diamond Rating recommendation is based on both the Diamond Rating Guidelines and professional judgment an essential component of the rating assessment. Our inspectors are North Americas travel experts, immersed in the hospitalityindustry on a daily basis as they conduct more than 33,000 lodging evaluations per year.

WWhhaatttthheeDDiiaammoonnddssMMeeaann

One Diamond

Budget-oriented, offering basic comfort and hospitality.

Two Diamond

Affordable, with modestly enhanced facilities, dcor and amenities.

Three Diamond

Distinguished, multifaceted with enhanced physical attributes, amenities and guest comforts.

Four Diamond

Refined, stylish with upscale physical attributes, extensive amenities and a high degree of hospitality, service andattention to detail.

Five Diamond

Ultimate luxury, sophistication and comfort with extraordinary physical attributes, meticulous personalized service,extensive amenities and impeccable standard of excellence.

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Basic Of, relating to, or forming the base or essence; simplest form; minimal amounts.

Decorative Obvious ornamental embellishment with attractive results.

e.g. For example. Items following are only examples of what is typical and should not be interpreted as arequired appointment.

Leading Edge Most advanced in their profession; luxuriant, luxury materials, highly fashionable/grand designand functionality working in sync to provide sumptuous level of comfort.

Modest/Modestly Enhanced More than basic; slight enhancement; limited in size or scope.

Plus When you see this term used (such as 2D, plus), it means that the rating includes the boldedelementsof the previous columns in addition to elements of the current column.

ResidentialOf, relating to or connected with residential style; invokes a personal presence of home.

Upscale Obviously high grade; upmarket, luxurious feel; cohesive designs; not just the latest trend.

KEY NOTES: Additional Factors All areas may be subject to point additions/subtractions related to: overall impression,

comfort, design and layout, condition and cleanliness.Also, AAA members express significant dissatisfaction withadditional non-use fees(e.g., resort fees, safes, microwaves, refrigerators, etc.). Free and effective Internetbandwidth within the guest room is also expected.

Exceptions Not all of the Diamond Rating Guidelines will apply to all property types.AAA inspectors willonly use the sections of the Diamond Rating Guidelines that are appropriate for the property classification inassessing the overall Diamond Rating. If an attribute exists at the property, it will be rated accordingly.

On the following Diamond Rating Guidelines pages, there are words/terms referenced that describe the essence

of an attribute and/or instructions on how to build upon identified elements across rating segments.

When you see the following terms used, please refer back to this page for more information.

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EXTERIOR

Guidelines

SeeGlossary Section page 12

General CurbAppeal

(Applies as a commontheme throughout the

Exterior)

Minimal quantity,variety and/orcoordination ofbasicmaterials

Basic design andeffect

Increasedquantity, varietyand/or coordinationof materials

Modest design andeffect

2D,plus: Decorative

materials

Well-coordinatedand attractiveresidential design

Significantlyenhanced effect

3D, plus: Upscalematerials

Substantial,cohesive andimpressivedesign

Upscale effect

4D, plus: Luxuriant materia

Leading-edge desand effect

BuildingStructure &

Design

Basic materials,design and/orfunction

Modestenhancements tomaterials, designand/or function

e.g.,roof mansard,gable, cupola, windowshutters/ sashes, siding,columns, railings, etc.

2D, plus:

Significant decorativeenhancements tomaterials, designand/or function inthe most prominentstructural areas,i.e.,faade

Obviousresidential effect

e.g., enhanced roofs,

window treatments/moldings, stone/veneer

accents or balconies,etc.

3D, plus:

Upscaleenhancements

Substantial,cohesive andimpressivedesignthroughout theproperty footprint

4D, plus:

Grand architectufeatures

Leading-edgedesand effect

Landscaping Minimal quantity,variety of plants

and/or landscapematerials

Basic surroundingsand visual interest

Modestenhancementsto

quantity, variety ofplants and/orlandscape materials

Some surroundingsreflect a coordinateddesign of moderatevisual interest

Significant,decorative

enhancements toquantity, varietyof plants and/orlandscapematerials

Overallresidentialdesign

Creates an obviousvisual interest inmost areas

3D, plus: The entire

grounds areprofessionallyplanned andmanicured withan extensive useof appropriate,mature plants andlandscapematerials

Cohesive, upscaledesign thatwithstandsseasonal weatherconditions

At least one accentfeature

e.g., statuary, water

feature, serenitygarden, etc.

4D, plus: Luxuriant landsc

materials Leading-edge de

and effect

Multiple accentfeatures aremeticulouslyintegrated by de

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EXTERIORSeeGlossary Section page 12

(Continued)

Main Entrance Basic materials,design and/orfunction

Covered entrydoor

1D, plus: Modest

enhancements tomaterials, designand/or function

If covered entryhas drive throughcapability, capacityis limited to one-carwidth

2D, plus: Significant decorative

enhancements tomaterials, design andfunction (faadeand/or drivingsurface)

e.g., brick, stone or

stamped concrete

Capacity isappropriate for thesize of the hotel(minimum two-car

width or depth)

3D, plus: Upscale materials,

design

Capacity isgreater than two-car width anddepth

4D, plus: Luxuriant materia


Expanded drive ocourtyard

Other Exterior Attributes: (Points allocated as appropriate) Location

Parking

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Public Areas

Guidelines


Main Lobby / Registration Area

General DcorStyle

(Applies to Main Lobby/Registration Area)

Predominantlybasicmaterials,design

Minimal functionand/or coordination

Adequate level ofcomfort

1D,plus: Modest

enhancements tomaterials, design

Increased functionand/or coordination

Enhanced level ofcomfort

2D, plus: Residentialstyle

Significantenhancements tomaterials, design

Well-coordinated,with increasedfunctionality

Obvious degree ofcomfort

3D, plus: Upscalematerials,

design and/orfunction

Exceptionaldegree of comfort

4D, plus: Luxurious materi


Floor

Coverings

Basic materials, design

e.g., linoleum/vinyl, plainceramic tile, paintedconcrete, low density pile

carpet (with limited/nopadding floor feels hard),etc.

Modestly enhanced

materialse.g., floating woodlaminates, patterned

linoleum/vinyl, medium

density pile carpet ofsimple design/ pattern(with padding that

provides averagecomfort underfoot),etc.

2D, plus:

Decorativematerials anddesign withpatterns, texturesor inlays

e.g., wood laminates,

carpet, ceramic/stone/glass tile, polished/stamped concrete, terra

cotta, etc.

Hard surfacedfloors havedecorative arearugs in seatingareas and other

locations asappropriate

3D, plus:

Highest gradematerialse.g., wood, marble,

granite/ other upscalestone floors, high

density pile carpet(with padding that

provides exceptional

comfort underfoot),

etc.

4D, plus:

Custom inlays ortexturedenhancements


Area rugs areluxurious

Free FloorSpace

Obviously restrictedby size and/orplacement ofappointments

Modest restrictionsdue to size and/orplacement ofappointments

No restrictions, asplacement ofappointments iswell-proportionedto area size andtraffic flow

3D, plus:Area size andplacement ofappointments providean obvious degree ofspaciousness allowingincreased ease ofmovement forguests

4D, plus:Area size andplacement ofappointments provan abundance of spthat contributes to ultimate level ofcomfort and relaxa

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Public AreasSeeGlossary Section page 12

Main Lobby / Registration Area (Continued)

FurnitureQuality &

Design

Basic materials,design


Provides anadequate level ofcomfort

Modestenhancements tomaterials, design


Provides anenhanced level ofcomfort

Significant decorativeenhancements tomaterials, design

Well-coordinatedwith increasedfunctionality

Provides anobvious degree ofcomfort

3D, plus: Upscale materialse.g., granite/stone, solid

wood, polished metals,high-gloss lacquers,veneer finishes with

solid wood accents,high-grade laminateinsets, etc.

Distinctive designand/or function

e.g., antiques, leather,plush padding, designer

fabric, sculptured

shape, crisp line, etc. Exceptional

degree of comfort


Customworkmanship


Guest ServiceArea(s)

Basic, small counterregistration

Enhanced frontdeske.g., size or design

2D, plus: Front desk is

part of a spaciouscommon area

Multiple guestservice capability

3D, plus:Multiple guestservice arease.g., front desk, bellstand, concierge, videokiosk, etc.

4D, plus:Staffed concierge are(minimum 16 hrs./da

Illumination

Basicfixtures Good level of

overallillumination

1D, plus:Modestly enhanceddesign, materials,positioning and/orfunction

2D, plus:Well-positioned

Decorative and well-coordinated design,materials and/orfunction

Good level of overallillumination at eachkey task area

3D, plus: Fixtures reflect

upscale design

Excellent level ofoverallilluminationenhances theintended use ofthe space

4D, plus: Custom fixtures

outstanding qualit

Leading-edgeillumination effect

Seating Layout Minimal or noseating capacity

Limited seatingcapacity

Furniture

arrangementaccommodates onesmall groupe.g., a sofa and twoarmchairs

2D, plus: Expanded

seating capacity

Furniturearrangementsaccommodate twosmall groupswithobviousseparation ofspacefrom frontdesk area

3D, plus: Multiple

conversational

groupings Onesemi-private

area (away fromtraffic flow)

4D, plus:Multiple semi-privaareas

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Public Areas

Guidelines


Main Lobby / Registration Area (Continued)

Wall Coverings Basic materials,design

e.g., cinder block/ brick,prefab modular laminatepaneling, wallpaper, etc.

Rubber or vinylbaseboards

Modestenhancements

e.g., drywall with basic paintfinish or plain vinylcoverings, etc.

Carpetedbaseboards

Decorativeenhancements

e.g., expert-smoothpainted drywallwith/without texturedfinish (knockdown,

orange peel, comb, slapbrush, etc.), plaster/

Venetian plaster, vinyl

coverings/wood planks/veneers/stone, accentwall(s), etc.

Wood/ ceramictile baseboards

3D, plus: One upscale design

enhancemente.g., furniture-finish

wood planking, softwall coverings,crown/cove molding,

wainscot, architecturalfeature, etc.

Oversized (>4)wood/stonebaseboards

4D, plus: Multiple design

enhancements

Leading-edge eff

Wall Hangings/ Decorative

Enhancements

Poster(s) orcommon artworkwith unframed/thin,un-enhanced wood,metal, or plasticframe(s)

Commonknickknacks

1D, plus: Enhanced frame(s)

-Or- other modestappointments

Well-coordinated,decorativeappointments

3D, plus:Varied assortmentthat provides adistinctive orthematic upscaleappeal

4D, plus:Variety of styles anaccent piecese.g., limited edition princanvas art, tapestries, o

lithographs with enhancmatting and preservatioframes, assorted artisan

pieces, sculptures, etc.

Other Main Lobby / Registration Area Attributes: (Points allocated as appropriate) Ceilings

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Other Common Area(s)

General DcorStyle

(Applies as a common

theme throughout theCommon Areas)




1D,plus: Modest













Business Center Personal computer,with Internet access,available in lobby forguests use

Dedicated, out-of-the-way area

Multi-guestcapability toinclude at leastthree business-related items

e.g., PC, printer, copier,supplies, etc.

3D, plus:

Spacious, well-appointed area

Latest businesstechnologyintegrated forefficient use

Comprehensiveoffice supplies

4D, plus:

Luxurioussurroundings

-Or-personalizedservices areprovided

Elevator Elevator is availablefor guests' use in allmulti-storybuildings

2D, plus: Elevator includes

decorativeappointments

Landing includes

multipleresidentialfurnishings

e.g., chair/sofa, table,lamps/wall sconce,

phone, artwork, mirror,

flowers/plants, etc.

3D, plus: Multipleelevators

Upscaleappointments

Landingsare

recessed Additional service

elevator isavailable forstaffs use

4D, plus: Elevatorcabs hav

additional featuree.g., dual call button patelevision, card key acce

voice indicators, etc.

Leading-edge effe

ExerciseFacility

Designated roomonsite

Three pieces ofcardio/strengthequipment

Mirrored walls

Television

Water cooler

Towels

Clock

Sanitizer

2D, plus: Five or more pieces

of professionalgrade equipment

Additionalpersonal trainingoptions

e.g., free weights,benches, floor mats,

physio balls, toningbars/rollers, etc.

3D, plus: Upscale facility

Full array offitness equipmentappropriate withroom count

Provides anobvious degree ofspaciousness

All equipment isstate-of-the-art

Specialized, high-impact flooring

Ambient lighting/aromatherapyscents

4D, plus: Leading-edge faci

Luxurious healthclub environment

Guided trainingprograms

Dressing areaincludes: lockers,showers, andrestrooms

In-room exerciseprograms availabl

-18-


19/39


Other Common Area(s) (Continued)

Food &BeverageOutlets

Restaurant(if applicable)

One quick-serviceoutletonsitei.e., comparable to a One

Diamond restaurant

One full-servicerestaurant

i.e., comparable to a TwoDiamond restaurant

Lounge or bar area

Upscale, full-service restaurant

i.e., comparable to a ThreeDiamond restaurant

Separate loungeor bar area

Room serviceavailable forbreakfast, lunch, anddinner

4D, plus: Multiple outletsi.e., at least one is

comparable to a FourDiamond restaurant

Room serviceavailable 24/7

OR OR OR OR OR OR

Breakfast Area(Expanded Continental

At minimum, twoitems in each of the

following categories:

juice, coffee, freshfruits, breads, pastries,

cereals)

Standard continentalbreakfasti.e., minimum: juice, pastry,and hot beverage

Expandedcontinentalbreakfastis servedin a dedicated areawith modestrestrictions due tosize and/orplacement ofappointments

Limited seating isavailable

Television

2D, plus: Includes hot

item(s)e.g., waffles/ pancakes,eggs, breakfast meats

Appointments arewell-proportionedto area size, withappropriateseating for thesize of theestablishment

3D, plus: Clearly refined

menu

Full service

Upscalesurroundings

4D, plus: Highly personali

experience

Luxurioussurroundings

Meeting Rooms

Small (size of 1-2guest rooms)

Solely-purposedfor meetings

2D, plus: Decorative

appointments

Comprehensivefacility

Expanded meetingspace

3D, plus: Upscale

appointments

Latest audiovisualtechnology

Ample variety ofmeeting rooms

e.g., ballroom,

boardroom, theatre,and/or meeting roomsof various sizes

4D, plus: Luxuriously

appointed, first-cfacilities

Leading-edge effe

Plants

ThroughoutProperty

Artificial/live plants 1D, plus:

Healthy/attractive

Limited locations

2D, plus:

Obviously used asdecorative accentsin key areas of theproperty

3D, plus:

Use enhances anupscale themethroughout theproperty

Garden-fresh

condition

Outstanding varieof uncommon/seasonal live planand flowers

Uniquely arrangeprovide a leading-edge effectthroughout theproperty

-19-


20/39


Other Common Area(s) (Continued)

Restrooms One unisex Decorativeappointments

Multiple unisex orseparate genderrestrooms in aconvenientlocation

(If property hasexpanded meeting

facilities, thenadditional restroomsare available in

proportion)

3D, plus: Upscale

appointments

Multiple locations

4D, plus:First-class withluxuriousappointments

SignageThroughout

Property


Limited locations

1D, plus:Modestly enhancedmaterials, design


materials, designenhancements

Ample locations

3D, plus:Intuitive, upscalematerials, design andlocation

4D, plus: Custom materials

design

Creatively placeda leading-edge eff

Sundries &Shops

Modest selection ofamenities availableat the front desk

-Or- in vendingmachine

e.g., toothbrush/ paste,

razors, mouthwash, showercaps, combs, etc.

Dedicated sundryarea

-Or- conventionalgift shop offering amoderate variety ofmerchandise

e.g., health and beauty

needs, food, beverage, andreading materials, etc.

Upscale gift shopproviding a widevariety ofmerchandise

-Or- property isconvenientlyconnected to

shopping area

4D, plus:Variety of first-classshops

Swimming Pool Pool area reflectsthe use of modestmaterials and design

Limited amount offurniture

Simple or mixedstyles

Pool area is wellappointed withdecorativefeatures anddesign

Good variety ofcomfortable poolfurniture

Weatherappropriate pool

i.e., usable at least ninemonths annually

3D, plus:

Pool area reflectsthe use of upscalematerials and design

Includes a watertherapy feature

e.g., hot tub, whirlpool

spa, steam room, sauna,etc.

Food and

beverage serviceis availablepoolside

4D, plus:

Luxurious materi

Leading-edgeappointments

e.g., in-pool seating,sculptures, water featurexotic plants and gardestone/tile surfaces with

designer inlays, etc.

Additional poolsiamenities

e.g., cabanas, Bali beds,umbrellas, lotions

Attendants on du

Other Common Area Attributes: (Points allocated as appropriate) Additional Recreation Facilities/Programs

Non-use Fee(s)

Spa

-20-


21/39

Guest roomSeeGlossary Section page 12

General DcorStyle




1D,plus: Modest













Bed Basic materials,design (headboard,bed base andmattress)

-Or- no headboard

Modestly enhancedmaterials, design

(headboard, bed base,mattress)e.g.,quilted, soft top,

etc.

2D, plus:

Decorativeheadboard

Mattress includescomfortenhancement

e.g., pillow top, foampadding, adjustablecomfort level, etc.

3D plus:

Upscale materials Over-sized or

custom madeheadboard, bedbase, mattress

4D, plus:

Luxurious materi Leading-edge effe

Bedding Basic bed coveringmaterials, design

Bed linens are ofcommon blends,thread counts(sheer, coarse to

touch)

Pillows are of astandard grade (thinPolyester batting)

Modestlyenhanced bedcoveringmaterials, design(quilted)

Bed linens are

smooth to touch

Pillows are of anenhanced grade(thick ClusterFiber)

2D, plus:Three accentfeaturese.g., triple sheeting,overstuffed duvet,

skirting, bed

throw/scarf, multiplepillows, accent pillows/

shams

3D, plus: Upscale bed

coveringmaterials, design

Bed linens arevery soft to thetouch and tightlywoven

Pillows are of anupscale grade

e.g., down, naturalmemory fibers, hypo-

allergenic, etc.

4D, plus: Embroidered pillo

cases/shams

Luxuriously soft,silk-like feel

FloorCoverings

Basic materials, designe.g., linoleum/vinyl, plainceramic tile, painted

concrete, low density pilecarpet (with limited/nopadding floor feels hard),

etc.

Modestly enhancedmaterials, designe.g., floating wood

laminates, patterned

linoleum/vinyl, mediumdensity pile carpet ofsimple design/ pattern

(with padding thatprovides averagecomfort underfoot),etc.

2D, plus:

Decorativematerials anddesign withpatterns, texturesor inlays

e.g., wood laminates,carpet, ceramic/stone/glass tile,

polished/stamped

concrete, terra cotta,etc.

Hard surfacedfloors havedecorative arearugs in seatingareas and otherlocations asappropriate

3D, plus:Highest gradematerialse.g., wood, marble,

granite/ other upscalestone floors, high

density pile carpet(with padding that

provides exceptional

comfort underfoot),etc.

4D, plus:

Custom inlays ortexturedenhancements



-21-


22/39


(Continued)

Free FloorSpace


Modest restrictionsdue to size and/orplacement ofappointments

No restrictions, asplacement ofappointments iswell-proportionedto room size andtraffic flow

3D, plus:Room size andplacement ofappointments providean obvious degree ofspaciousness allowingincreased ease ofmovement formultiple guests

4D, plus:Room size andplacement ofappointments provan abundance of spthat contributes to ultimate level ofcomfort, privacy anrelaxation

FurnitureQuality &

Design


Minimal function

and/or coordination Adequate level of

comfort

Modestenhancements tomaterials, design



Significant decorativeenhancements tomaterials, design



3D, plus: Upscale materialse.g., granite/stone, solid

wood, polished metals,high-gloss lacquers,veneer finishes with

solid wood accents,high-grade laminateinsets, etc.

Distinctive designand/or function

e.g., antiques, leather,plush padding, designer

fabric, sculpturedshape, crisp line, etc.



Custom

workmanship Leading-edge des

and effect

GuestInformation

Guest-servicedirectory

Local Business flyerse.g., food, attractions,

transportation, etc.

Notepad and pen

2D, plus:Enhanced materials,design

3D, plus: Upscale materials,

design

-Or-digitalformat

Additionalreading materials

4D, plus: Leading-edge effe

Assortment ofcomplimentary danewspapers (roodelivery uponrequest)

Illumination Threelightingfixtures reflect basicmaterials, designand/or functionality

Good level ofoverall

illumination

1D plus:Lighting fixtures reflectmodest enhancementsto materials, designfunctionality and/orplacement

2D, plus:

Four lightingfixtures reflectdecorativematerials, design

Well-positioned

from multiplesources

Good level of overallillumination at eachkey task area

3D, plus:

Upscale materials,design

Excellent level ofoverallillumination

Superiorfunctionalityprovides forambiance options

e.g., dimmers, point

lighting, multipleswitches, remotecontrol and/or natural

light sources

4D, plus:

Custom fixtures outstanding qualit


-22-


23/39

Guest room

Guidelines

SeeGlossary Section page 12(Continued)

Mirror Less than full-length

Full-length mirror Unframed/beveled

-Or- simplemetal/wood frame

2D, plus:Decorative frame/designenhancement

3D, plus:Upscale materials,design

4D, plus:Leading-edge effect

Seating Layout One chair Seating for twoguests

2D, plus: Desk chair with

arms

One fullyupholstered chairpositioned fortelevisionviewing

3D, plus: Seating for three

guestse.g.,loveseat, sofa or

two chairs (in additionto desk chair)

One additionalfurniture piece

4D, plus: Furniture layout

clearly designed fsmall grouping

Two additionalfurniture pieces

Storage HangSpace forClothing

Open wall-mountedclothes rack

Basic wire, plastic/non-detachablehangers

Recessed area

Detachable wood orheavy metal/plastichangers

Fully-enclosedarea

Closet depth is22 inches andcan enclose full-length apparel

Matching, open-hook, wood/sculptured plastichangers (heavygauge w/metalhook)

Some with skirt

or pant hangingattachments

Ample supply (fortwo guests)

3D, plus: Upscale quality

enclosure

Two-door width

One or moreadditionalfeatures

e.g., illumination,drawers, dresser top,shoe rack, walk-incapability, two or more

shelves etc.

4D, plus: Closet is

illuminated

Comprehensiveselection ofhangers for three guests

At least two sahangers

Two or moreadditional featu

Storage Space;Supplementary

Open area (shelving/credenza)

-Or- limited drawerspace

1D, plus: Multiple enclosed

drawers

Accommodatesthe unpackedcontents of twolarge suitcases

Collapsible metal

luggage rack

2D, plus: Closet provides

sufficient space forone piece of luggage

Collapsible woodluggage rack

-Or- decorativebench available

3D, plus: Sufficient space

for two pieces ofluggage

Upgradedwooden racks/designer-stylebenches

Accommodatesthe unpackedcontents of threelarge suitcases

4D, plus:Sufficient spacetostore all guest luggaout of sight

-23-


24/39


(Continued)

Television Type& Placement

Standard CRT TV

Remote control1D, plus: 32 inch flat panel

Channel directory

One additionalfeature

e.g., all-in-onemultimedia hub, high-

definition channels,free/ pay moviechannels, digitalart/property

information, moodeffects, etc.

2D, plus: 32 inch flat

panel

Multiple viewingangles

Two additionalfeatures

3D, plus: Cables and cords

are hidden fromview

Three additionalfeatures

4D, plus:Custom enhancemee.g., framing, remoteenclosure, mirrored screetc.

Ventilation Window style air-conditioning units

Heat and/or airconditioningavailable on aseasonal basis asneeded

Heat and airconditioningavailable ondemand

Convenientlylocated through-wall HVAC units

Easily accessiblecontrols

2D, plus: Modern and quiet

Digitalthermostatcontrol on wall

3D, plus:Central system

4D, plus:Quiet andinconspicuous formand function


e.g., cinder block/ brick,prefab modular laminate

paneling, wallpaper, etc.

Modestenhancements

e.g., drywall with basic paintfinish or plain vinyl

coverings, etc. Rubber or vinyl

baseboards


e.g., expert-smoothpainted drywall

with/without texturedfinish (knockdown,orange peel, comb, slap

brush, etc.), plaster/Venetian plaster, vinylcoverings/wood planks/veneers/stone, accent

wall(s), etc.

Wood/ ceramictile/carpetbaseboards


enhancemente.g., furniture-finishwood planking, softwall coverings,

wainscot, crown/covemolding, architecturalfeature, etc.

Oversized (>4)wood/stonebaseboards


WallHangings/Decorative

Enhancements

Poster(s) orcommon artworkwith unframed/thin,

un-enhanced wood,metal, or plasticframe(s)

Commonknickknacks

1D, plus: Enhanced frame(s)

-Or- other modest

appointments

Well-coordinated,decorativeappointments

3D, plus:Varied assortmentthat provides a

distinctive orthematic upscaleappeal

4D, plus:Variety of styles anaccent pieces

e.g., limited edition princanvas art, tapestries, olithographs with enhanc

matting and preservatio

frames, assorted artisanpieces, sculptures, etc.

-24-


25/39


(Continued)

WindowCoverings

Basicwindowcoveringprovidesfor guest privacy

1D, plus:Modestly enhancedmaterials, design orfunctione.g., blackout effect,blinds, full-lengthdrapes, shutters, sheers,

fabric side panels, rodsw/finials, valance, glasstreatment, cornice, etc.

2D, plus:Decorativeenhancementsreflect residentialdesign

3D, plus:The overalltreatments areupscale and providea significant visualinterest

4D, plus: Custom design,

luxurious fabrics

Leading-edge effe

Work Space/

WritingSurface(A writing surface is

judged on the basis of

available space)

Minimal areae.g., duplex, triplex, or small

task table

Sufficient space for alaptop computer andone 8x10 inch item

Medium-sized deskor task table

Sufficient space for alaptop computer andtwo 8x10 inch items

Large desk ortask table

Sufficient space for alaptop computer andthree 8x10 inchitems

Electrical outlet atdesktop (for guestuse)

3D, plus:

Sufficient spacefor a laptopcomputer andfour 8x10 inchitems

Multiple electricaloutlets at desktop

4D, plus:

Space is driven bunique style/des

Uncluttered, witefficientfunctionality

Other Guest room Attributes: (Points allocated as appropriate) Ceilings

Coffee Maker

Internet Iron & Board

Microwave

Non-use Fee(s)

Pillows & Blankets; Extra Availability

Refrigerator / Honor bar

Robes

Safe Slippers

Technology

Umbrella

-25-


26/39

BathroomSeeGlossary Section page 12

General DcorStyle




1D,plus: Modest













Cabinetry Skirting partially

conceals plumbing

Skirting completely

conceals plumbing

3D, plus:

Upscale,furniture- finishedskirting

Enclosedcabinetry

Multiple shelving,and/or drawers


Counter/ ShelfSpace; Available

Basic materials, designe.g.,glass shelving, metal,or sheet laminate

1D, plus: Modestly-enhanced

materials, designe.g., poured acrylic, cultured

marble/ granite, etc.

3 sq. ft.


materials, designe.g., granite, ceramic tile,

etc.

6 sq. ft.

3D, plus: Upscale

materials, designe.g., marble or other

solid stone

8 sq. ft.


Multiple countersand/or shelves

FloorCoverings

Basic materials, designe.g., linoleum/vinyl, paintedconcrete, etc.

Modestly enhancedmaterials, designe.g., ceramic tile, patternedlinoleum/vinyl, etc.

Decorativematerials anddesign withpatterns, texturesor inlayse.g., ceramic/stone/glass tile,

polished/stamped

concrete, terra cotta,etc.

3D, plus: Highest grade

materialse.g., marble, granite/

other upscale stonefloors, etc.

Hard surfacedfloors have arearug(s) asappropriate

4D, plus: Custom inlays or

texturedenhancements



Free FloorSpace


Modest restrictionsdue to size and/orplacement ofappointments;(If vanity area is separatefrom the toilet area, it is

positioned in plain view ofthe guest room)

No restrictions, asplacement ofappointments iswell-proportionedto room size andtraffic flow; (If vanityarea is separate fromthe toilet area, it is

positioned in restrictedview from the rest of

the guest room)

3D, plus:Room size andplacement ofappointments providean obvious degree ofspaciousness, allowingincreased ease ofmovement

4D, plus:Room size andplacement ofappointments provan abundance of spthat contributes to ultimate level ofcomfort and relaxafor multiple guests

-26-


27/39


(Continued)

Illumination Basic lighting fixtures Good level of

overallillumination

1D plus:Modestly enhancedlighting fixturese.g., box/egg crate style,Hollywood bulbs, enhanced

glass/plastic cover, etc.


lighting fixtures

Multiple bulbs andcovers

3D, plus: Upscale design and

materials

Multiple locations

Illuminatedshower

Excellent level ofoverall illuminationat each location

4D, plus: Custom function

provides forambiance options

e.g., dimmers, point lighmultiple switches, and/onatural light sources


MirrorBasic materials, design Modest design/size

enhancement

12 sq. ft.

2D, plus:Decoratively framed/

designede.g., floating

3D, plus:

Upscale

materials, design 15 sq. ft.


e.g., television, defoggerbuilt-in lighting, etc.

Personal Care(If eco-friendly optionsexist, dispensers must

coordinate with

General Dcor Style asdescribed previously)

Two small (< oz.)bars of soap (orequivalent)

1D, plus: Two medium (

oz.) bars of soap

One packet orbottled item

Modest presentation

2D, plus: Multi-piece

personal carepackageincludes:o One large ( 1

oz.) bar of soapo One medium (

oz.) bar ofsoap;

o Two ( oz.)

bottled items Decorative

presentation

3D, plus: Enhanced by

fragrance, naturalsupplement,packaging, etc.,includes:o Two large ( 1

oz.) bars of soap(or equivalent)

o Three ( 1 oz.)

bottled itemso Two additionalitems

Upscale presentation

4D, plus: Luxuriant select

of fashionable baproducts

Ample sized ( oz.) bars of soapand bottled item(1 oz.)

Leading-edge eff

Shower Base(If separate from tub or

shower only)

Basic materials, designe.g., fiberglass, metal, etc.

Modestly enhancedmaterials

e.g., acrylic, ceramic tile, etc.

-Or- designe.g.,irregular shape,

rectangular, roundedcorner or neo angle, etc.


materials, designe.g., ceramic tile, culturedmarble/ granite

>9 sq. ft.

Upscalematerials, design

e.g., marble, granite,

stone/porcelain tiles

>12 sq. ft.


Custom treatmen

Separate shower tub

Shower

Curtain/Door

Basic materials, designe.g., plastic or vinyl curtain

Modest materials,design enhancement

Lightweightcurtain

e.g., vinyl/ polyester

-Or- acrylic doorwith aluminum frame

2D, plus:

Decorativematerials, design

Double curtain

-Or- lightweightglass door withaluminum frame

-Or- door lessdesign

3D, plus:

Upscale materials,designe.g., linen texture, nylon,hemp, cotton/cotton-polyblend

-Or- heavyweightglass doorwith/withoutmetal frame

4D, plus:

Leading-edge effe Fixed door

enclosure (etchedfrosted, embossetinted, etc.)

-27-


28/39


(Continued)

ShowerFixtures

Basic metal or plastic

Single function

Fixedshowerhead

1D, plus: Plastic fixture

Multiple settings


materials, design

Metal finish

Single/multiplesettings

3D, plus:Upscale materials,design

4D, plus:Custom waterfeatures, e.g., body jehand- held sprayers,multiple showerheads,

panel systems, steamshower, etc.

Sink Basic materials,design

Wall-mounted (nobase)

1D, plus:Wall-mounted,

vanity style

Modest

enhancement tomaterials, design

Self-rimmingporcelain/porcelainon steel

-Or- seamlesspoured acrylic orculturedmarble/granite


materials, designe.g., under-mounted,

pedestal, vessel, etc.

3D, plus: Upscale materials

and/orfunctionality

e.g., glass, stainlesssteel, colored vitreouschina, brass, nickel,

copper, marble,

real/synthetic stone,etc.

4D, plus:Multiple sinks

Toilet Basic design Two-piece, round

(with/without lid)

Two-piece,elongated (with lid)

2D, plus:Decorative designenhancement

3D, plus: Upscale design

-Or- increasedfunctionality

Recessed area

4D, plus:Enclosed toilet-onlyarea

Towels Basic, lightweight Rough to touch

Low absorbency

Displayed on caddies

1D, plus: Modest

enhancements indesign

Displayed on barsand/or shelves

2D, plus: Medium weight

Soft to touch

Medium absorbency

3D, plus: Heavyweight

Plush to touch

Firm, self-supporting feel

Premium cottonwith highabsorbency

4D, plus: Generous sized

towels or bathsheets

Luxuriousappearance, withintricate and detaenhancements todesign

Tub(If available) Basic materialse.g., fiberglass, acrylic,

porcelain on steel, etc.

Straight sidedrectangulardesign

< 5 ft. length

-Or- one-piecefiberglass tub andshower surroundcombination

1D, plus:Standard size (5 ft.length x 2.5 ft.width)

2D, plus:Decoratively enhancedmaterials, design

Upscalematerials, design

e.g., oversized (>5ft.

length x 2.5 ft. width)oval, round/free form

And/or enhancedfunctionality

e.g., water jets, handheldsprayer, etc.

4D, plus:Leading-edge effecte.g., two-person capabil

European soaking style,contoured back, built-inlumbar back support, e

-28-


29/39

Bathroom

Guidelines


(Continued)

Tub / ShowerSurround

Basic materials, designe.g., fiberglass, metal, etc.

Modest enhancementto materials, designe.g., acrylic, ceramic tile,etc.

Decorativematerials, design

Ceramic tile/solidsurface

e.g., cultured

marble/granite, commonmosaics, etc.

Tub and showerheight soap dishes

3D,plus: Upscale

materials, design

Solid surfacee.g., marble, granite,stone or glass/

porcelain tiles


Custom treatmen

Integratedseating/shelving


e.g., cinder block/ brick,prefab modular laminatepaneling, wallpaper, etc.

Modestenhancements

e.g., drywall with basic paintfinish or plain vinylcoverings, etc.

Rubber or vinylbaseboards


e.g., expert-smoothpainted drywallwith/without texturedfinish (knockdown,

orange peel, comb, slapbrush, etc.), plaster/Venetian plaster, vinyl

coverings/wood planks/veneers/stone, accent

wall(s), etc.

Wood/ ceramic tilebaseboards


enhancemente.g., furniture-finishwood planking,

wainscot, crown/covemolding, architecturalfeature, etc.

Oversized (>4)wood/stone tilebaseboards


Wall Hangings

/ DecorativeEnhancements

One modestappointment

One-piece ofdecorativeartwork

-Or- otherdecorativeappointment

3D, plus:

Upscale artwork -Or- other

appointmentsthat provide adistinctive orthematic upscaleappeal

4D, plus:

Variety of styles anaccent piecese.g., framed art, assorteartisan pieces/ sculptur

floral displays or plants

Other Bathroom Attributes: (Points allocated as appropriate)

Ceilings

Hair Dryer

Makeup Mirror Nightlight

Scale

Telephone

Television Vanity Seating

-29-


30/39

Section 3: Additional Information

The AAA Four and Five Diamond Ratings

These prestigious ratings are achieved by a small percentage of all Approved properties typically the most luxurious andpampering properties throughout North America. Less than one half of 1 percent of AAA Approved lodgings receive the FiveDiamond Rating, while less than 5 percent receive the Four Diamond Rating. Establishments at these rating levels must consistentlyreflect upscale and extraordinary characteristics in their physical attributes and guest services.

Four and Five Diamond Service Expectations

AAA Four Diamond Properties

Properties identified by AAA as potential candidates for theFour Diamond Rating must employ competent, full-time

personnel who provide guests with a comprehensive level ofhospitality. Key guest service interaction points are:

PHONE OPERATIONS

ARRIVAL AND DEPARTURE

CHECK IN/OUT

LUGGAGE ASSISTANCE

ROOM DELIVERY

HOUSEKEEPING

GENERAL/CONCIERGE SERVICES

AAA Five Diamond Properties

Properties identified by AAA as potential candidates for theFive Diamond Rating undergo multiple unannounced

evaluations by a AAA inspector and a final decision by a panelof experts. Properties that receive the Five Diamond Ratingare subject to rigorous on-site assessments of all guestservice areas. Each section is assigned a point value based onthe overall levels of competency, refinement, and hospitality.

-30-


31/39

AAA Hospitality Standards

1...Reservation Services

Operator answers telephone within three rings

Operator extends an appropriate greeting

Reservationist thanks caller for contacting theproperty

Reservationist provides an appropriate introductionto guest

Reservationist addresses caller by name asappropriate for the manner of the guest

Reservationist anticipates caller's needs or offers apersonalized recommendation

Reservationist provides rate structure and roomavailability

Reservationist provides an overview of facilities andservices

Reservationist exhibits competent/accurateknowledge of all associated facilities and hours ofoperation

Reservationist reviews reservation request

Reservationist exhibits a sincere desire to comply

with all guest requests Reservationist is efficient and sensitive to the manner

of the guest

Reservationist extends an appropriate closing

Property provides follow-up reservation confirmationin advance of arrival

The guest feels well served

2...Arrival Services

Cars in queue are acknowledged and appropriatelyhandled on arrival

Attendant promptly opens the car door

Attendant extends an appropriate welcome

Attendant provides an appropriate introduction

Attendant confirms guest's name

Attendant uses guest's name as appropriate for themanner of the guest

Attendant explains parking procedures

Valet parking is offered

Attendant promptly offers to unload luggage

Attendant explains luggage handling procedures

Attendant provides unsolicited direction toregistration area

Attendant anticipates guest's needs or offers apersonalized recommendation

Attendant is efficient and sensitive to the manner ofthe guest

Attendant exhibits a sincere desire and compliance toall guest requests

Attendant or lobby greeter escorts guest to theappropriate area

Attendant extends an appropriate closing


3...Check In Services

Attendant extends an appropriate welcome

Attendant provides an appropriate introduction


Attendant addresses guest by name during initialgreeting

Attendant uses guest's name as appropriate for the

manner of the guest

Preregistered guests are not solicited for additionalinformation

Attendant confirms rate and type of room

Attendant discreetly provides room number

Attendant provides all registration materials to theguest in a manner that is convenient for the guest




Escort of guest and belongings to room is seamless



-31-


32/39

4...Bell Services (Check In)

Attendant extends an appropriate greeting


Attendant takes the initiative in providing informationabout all facilities


Attendant exhibits a sincere desire and compliance to

all guest requests Attendant places luggage on luggage stand or in

appropriate area

Attendant explains features and functions of room

Attendant offers to fill ice bucket




5Evening Housekeeping Services

Attendant folds back or removes bedding asappropriate

Attendant straightens bathroom Attendant refolds toilet tissue point

Attendant cleans soiled surfaces

Attendant replaces or straightens (if reuse elected byguest) used towels

Attendant replenishes used amenities

Attendant empties wastebasket

Attendant adjusts drapes as appropriate for mannerof the guest

Attendant adjusts room lighting

Attendant delivers gift amenity such as goodnight

wish or chocolates Attendant refreshes ice

Attendant replaces used glasses

Attendant displays evening services available to theguest, such as: laundry, room service or shoeshineinformation

Attendant leaves personalized message for guest

There is additional evidence of personalized services


6Wake-Up Call Services

Service number is answered within three rings


Operator uses guest's name as appropriate for themanner of the guest

Operator anticipates guest's needs or offers apersonalized recommendation

Operator is efficient and sensitive to the manner ofthe guest

Operator extends an appropriate closing The guest feels well served

Live call is received within five minutes of requestedtime

Message includes an appropriate greeting

Message includes the use of guest's name asappropriate for the manner of the guest

Message includes time of call



Operator extends an appropriate closing


7A...Room Service (Order Services)

Service is available 24/7




Operator exhibits a sincere desire and compliance toall guest requests


Operator repeats order to guest for confirmation


Operator provides time estimate for delivery (within30 minutes)



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7B...Room Service (Delivery Services)

Delivered within five minutes of operator'scommitment (guest is notified in advance if more thanfive minutes early)


Attendant uses guest name as appropriate for themanner of the guest



Attendant confirms tray/tableplacement

Attendant is appropriatelyconversant during set-up anddelivery

Attendant reviews guest order

Attendant ask guest's permissionto prepare table, pour beverageand remove food cover(s); actsaccordingly

Food presentation and quality of

ingredients reflect an upscaleexperience

All appropriate dishware andlinens are of an upscale quality

All food is served at the propertemperature

All food is prepared as ordered

Attendant provides written orspoken instructions for table/trayremoval

Attendant is efficient andsensitive to the manner of the guest


Trays/tables are removed within 15 minutes, onrequest


8...Bell Services (Check Out)




Operator exhibits a sincere desire and compliance toall guest requests


Operator offers to retrieve car or arrange othertransportation

Operator is efficient yet and sensitive to the mannerof the guest



Attendant arrives within five minutes of request


Attendant uses guest's name as appropriate to themanner of the guest



Attendant is appropriately conversant with guestwhile providing assistance




9...Check Out Services

Attendant recognizes waiting guestsappropriately

Attendant extends an appropriategreeting


Attendant uses guest's name asappropriate for the manner of theguest

Attendant inquires about guest stayor converses as otherwise

appropriate with guest Attendant exhibits a sincere desire

and compliance to all guest requests

Attendant places a copy of bill forreview into the guest's hand

Attendant confirms payment method

Attendant presents guest foliooptions as appropriate

Attendant expresses a sincere thankyou for staying at the property

Attendant sincerely encourages guest to return





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10...Departure Services

Given adequate notice, the guest's vehicle is waitingor alternate transportation is readily available




Attendant is appropriately conversant with guest

Attendant reviews all of guest's belongings and theirplacement in vehicle

Attendant opens and closes door for guest(s)





11...Concierge Services

Concierge is on duty or a "special services" number isavailable for guest use 24/7

Attendant extends an appropriate greeting Attendant uses guest's name as appropriate for the

manner of the guest

Associate exhibits a sincere desire and compliance toall guest requests


Attendant demonstrates an extensive knowledge ofall area attractions and services

Attendant fulfills guest's special request(s)




12...Miscellaneous Staff Services

All associates exhibit a professional vocabulary devoidof slang

Guests are graciously provided directions or offeredassistance via escort on request

All associates consistently maintain eye contact withguests

There is evidence that all associates are empoweredby management to resolve guest issues immediately

All staff associates fulfill guest's special requests All phone calls are answered within three rings

All associates are appropriately attired; name tags areclearly visible

All associates demonstrate appropriate behavior

All associates demonstrate appropriate hygiene

Short-notice pressing is available

Shoeshine service is available

At least one food and beverage outlet is comparableto a Four or Five Diamond Rating

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The Listing

ONCE A PROPERTY IS APPROVED, AAA PUBLISHING DETERMINES THE CONTENT AND FORMAT OF LISTINGS IN OURPRODUCTS. The basic property information, which contains no advertising or promotional verbiage, is published inAAA products at no cost to the establishment.Listing copy describing the lodging is based in part onobjective information provided by the establishment.This listing information is updated annually, andestablishments are contacted accordingly. Failure to

provide listing information in a timely manner mayresult in the deletion of your establishment from ourproducts.

Listings also include narrative description composedby AAAs professionally trained inspectors.Inspectors employ a degree of skilled subjectivity toconvey the feel of an experience to AAA members.

AAA Approved and Diamond Rated lodgings are eligible to participate inAAAs Official Appointment licensing programthat entitlesthe establishment to use the renowned AAA (CAA in Canada) emblem and Diamond Rating in advertising and promotions. Thisprogram also entitles the establishment to an enhanced listing in AAA publications. AAA Approved and Diamond Rated lodgings arealso eligible to purchasedisplay advertising in AAA publications.

Separate Lodging Listing Criteria

To enhance travel information for AAA members, AAA inspectors will identify those establishments that provide distinctly separatehotel experiences within a single resort property, surrounding complex or contiguous structure. The following criteria will beapplied to determine if an establishment is eligible for separate listing consideration. If qualified, each entity will be designated with aDiamond Rating utilizing the guidelines outlined on pages 13-34.

AAA SEPARATE LODGING LISTING CRITERIA

DiamondRating

1, 2, 3 4 5

Property is open to the public on a full-time basis Property name/brand is distinctly different

Property contact phone number is exclusive

Concept/Theme is distinctly different

Marketing program is distinctly different and exclusive to the property

Booking capability is exclusive to the property

All consumer media channels position the property as a separate entity

Property is clearly distinct by virtue of a separate wing, tower or series of contiguous floors

Primarily, property access is restricted to registered guests for the brand

Staff is clearly identifiable with the brand (uniform, manner) and solely dedicated to the property

Exterior entrances are exclusive to the property

Reception area is solely dedicated to the property

Common areas/facilities are separate and exclusively dedicated to the property

Arrival process is solely dedicated to the property

In-room services are solely dedicated to the property Concierge services are solely dedicated to the property

A property must clearly qualify as a distinct and separate experience. We do not consider the following examples as separatelistings:

Concierge levels that offer upgraded amenities and sometimes a higher level of service. Resort sections or buildings which, although separate, are not clearly differentiated. Exclusive sections of hotels/resorts which require additional membership qualifications and, therefore, are not readily

available for use by AAA members.

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FYI Designation

This designation identifies properties that have not been Diamond Rated by a AAA inspector, but are notable and offer potentialmember value. These properties are unrated due to one of the following reasons:

The property is too new to rate. The property is under construction. The property is undergoing extensive renovations. The property has not been evaluated. The property does not meet all Approval Requirements.

Lodging Classifications

ALL DIAMOND RATED LODGINGS ARE CLASSIFIED USING KEY DESCRIPTIVE ELEMENTS.

STYLE OF OPERATION:

Bed and Breakfast: Typically owner-operated with a highdegree of personal touches. Guests are encouraged tointeract during evening and breakfast hours. A continental orfull, hot breakfast is included in the room rate.

Cabin: Often located in wooded, rural or waterfrontlocations. Freestanding units are typically rustic and of basicdesign. As a rule, essential cleaning supplies, kitchen utensilsand complete bed and bath linens are supplied.

Condominium: Apartment-style accommodations ofvarying design or dcor, units often contain one or morebedrooms, a living room, a full kitchen and an eating area.As a rule, essential cleaning supplies, kitchen utensils andcomplete bed and bath linens are supplied.

Cottage: Often located in wooded, rural or waterfrontlocations. Freestanding units are typically home-style in designand dcor. As a rule, essential cleaning supplies, kitchenutensils and complete bed and bath linens are supplied.

Country Inn: Although similar in definition to a bed andbreakfast, country inns are usually larger in scale withspacious public areas and offer a dining facil ity that servesbreakfast and dinner.

Hotel: Typically a multistory property with interior roomentrances and a variety of guest unit styles. The magnitude ofthe public areas is determined by the overall theme, locationand service level, but may include a variety of facilities such asa restaurant, shops, a fitness center, a spa, a business centerand meeting rooms.

House: Freestanding units of varying home-style design.Typically larger scale, often containing two or morebedrooms, a living room, a full kitchen, a dining room andmultiple bathrooms. As a rule, essential cleaning supplies,kitchen utensils and complete bed and bath l inens aresupplied.

Motel: A one- or two-story establishment with exteriorroom entrances and drive up parking. Public areas andfacilities are often limited in size and/or availability.

Ranch: Typically a working ranch featuring an obviousrustic, Western theme, equestrian-related activities and avariety of guest unit styles.

SUBCLASSIFICATIONS (IF APPLICABLE):

Boutique: Often thematic, typically informal yet highlypersonalized; may have a luxurious or quirky style that isfashionable or unique.

Casino: Extensive gambling facilities are available, such asblackjack, craps, k

diamond rating guidelines

Documents