final draft approved s&gs - serviced apartments
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Serviced ApartmentsStandards & Guidelines
Assessment Criteria for the Australian STAR Rating Scheme
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Serviced Apartments Standards & Guidelines
Copyright AAA Tourism Pty Limited 2012
AustralianSTAR Rating Scheme Serviced Apartments Standards & Guidelines 2012 Page 2
2D-1,F1-E_3.3 March 2012
CONTENTS
CONTENTS
General Overview..............................................................................................................................
4
History of STAR Ratings in Australia ...................................................................................................4
AAA Tourism ............................................................................................................................................4
ISO Certification .....................................................................................................................................4
Scheme Entry Criteria ....................................................................................................................6
Category Requirements .................................................................................................................7
Determining A Star Rating ............................................................................................................8
Guiding Principles....................................................................................................................................8
Primary, Split & Multiple Ratings ..........................................................................................................9
Minimum Standards ..............................................................................................................................10
Consumer Importance Weighting Index ..........................................................................................11
Licensing & Assessment Process ..............................................................................................16
Serviced Apartments Standards & Guidelines..................................................................
17
Guest Services .......................................................................................................................................17
Recreational Facilities ...........................................................................................................................19
Building Exterior ....................................................................................................................................20
Food & Beverage ...................................................................................................................................22
Bedroom .................................................................................................................................................24
Lounge & Dining Area ..........................................................................................................................50
Bathroom ................................................................................................................................................37
Allowances & Dispensations .......................................................................................................72
General Facilities ...................................................................................................................................59
Kitchen Area ...........................................................................................................................................65
Code of Conduct ................................................................................................................................5
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Serviced Apartments Standards & Guidelines
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AustralianSTAR Rating Scheme Serviced Apartments Standards & Guidelines 2012 Page 3
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DISCLAIMER
The information contained in these Standards & Guidelines or in any Assessment conducted by AAA Tourismmade pursuant to these Standards & Guidelines:
Does not constitute a representation or warranty that your Property complies with applicable laws;
Should not be relied on as the reason you do or do not do anything,
To the full extent permitted by law, AAA Tourism, its shareholders, officers, directors, employees and agentswill not be under any liability to any person in any respect of any loss or damage (including any consequentialloss or damage) which any person may directly or indirectly suffer as a result of using or relying on anyinformation contained in these Standards & Guidelines or on any Assessment made pursuant to.
Where any statute implies any term in relation to any persons use of these Standards & Guidelines which
cannot be excluded then that term is included, and the liability of AAA Tourism, its shareholders, directors,officers, employees and agents for breach of that term is limited to the re-supply of the relevant service towhich the breach relates.
For more detailed information on the Australian STAR Rating Scheme,
visit aaatourism.com.au:
Or, contact AAA Tourism on (03) 8601 2200 and
email: [email protected]
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Serviced Apartments Standards & Guidelines
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GENERAL OVERVIEW
History of STAR Ratings in AustraliaSTAR Ratings are an internationally recognised quality assurance symbol for accommodation and provideconfidence for consumers that they are booking a property that has been independently assessed.
STAR Ratings are used in more than 70 countries world-wide and symbolise the level of facilities, cleanliness,maintenance, quality and condition a guest can expect when staying at a particular property.
The official Australian STAR Rating Scheme enjoys a long and distinguished heritage with the Australian AutoClubs, stretching back 95 years to 1915 when the Clubs first provided their members with information onaccommodation establishments in Australia.
Since 1963 the Australian Auto Clubs have officially rated accommodation properties under a national system.
As travellers came to trust the Clubs and their official STAR Ratings, a national scheme emerged during the 80sand 90s for a range of accommodation types, such as Caravan Parks, Hotels, Motels, Serviced Apartments, Bed& Breakfast, and Guesthouses.
Today, the Australian STAR Rating Scheme is managed on behalf of the Australian Auto Clubs by AAATourism and features more than 7,000 properties across six defined categories or types of accommodation.
AAA Tourism
The official STAR Ratings in Australia are the Trade Marks of AAA Tourism Pty Ltd. AAA Tourism manages theAustralian STAR Rating Scheme under licence from Australian Motoring Services, a wholly owned subsidiary ofthe Australian Auto Clubs: the NRMA, RACV, RACQ, RAA, RACT and RAC.
AAA Tourism is also a partner in Club Tourism Publishing, a Trans-Tasman joint venture between AustralianMotoring Services and the NZ Automobile Association.
Club Tourism Publishing is an integrated tourism publishing and marketing business that targets up to 8 millionmembers of the Australian and NZ Auto Clubs, as well as more than 2 million trans-Tasman leisure andbusiness travellers.
Club Tourism Publishing publishes more than 3.8 million guides and 3.5 million maps that feature over 8,000properties, attractions and related travel services across Australia and NZ.
ISO Certification
STAR Ratings Australia (an operating unit of AAA Tourism Pty Ltd) is Quality Endorsed and holds ISO9001:2008 Certification. It is our objective to adopt a total quality management approach, committed tocompliance and continual improvement. The processes contained within the STAR Ratings quality managementsystem provide for review of quality policy and objectives for performance and continuing suitability. Certificateno. QEC23341.
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Serviced Apartments Standards & Guidelines
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AustralianSTAR Rating Scheme Serviced Apartments Standards & Guidelines 2012 Page 6
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SCHEME ENTRY CRITERIA
Serviced Apartment properties must comply with the following criteria before they can be measured againstthe Standards & Guidelines of the official STAR Rating Scheme in Australia:
The property holds all relevant insurances; including workers compensation as well as public liability to thevalue of $10,000,000.
The property complies with all relevant and applicable legal and/or regulatory obligations, includingcompliance with all Competition and Consumer Act, Consumer Affairs, and Occupational Health & Safetyobligations.
The property is effectively maintained and clean for all guests at all times.
The property can provide evidence of formalised Housekeeping procedures.
Guests have 24 hour ease-of-access to their accommodation.
All guest accommodation has lockable entry doors and secure windows.
All guest accommodation has effective visual and physical privacy from exterior areas or locations.
Clear and visible signage is displayed for the property, including the display of the official STAR Ratingrelevant for that property and in a visible position for all guests.
The property owner/manager has notified AAA Tourism Pty Ltd of all units that are available for guestaccommodation.
The property agrees that AAA Tourism Pty Ltd reserves the right to request a physical assessment at anytime and according to the relevant category Standards (subject to reasonable prior notification).
The property has a dedicated website and/or email address and can accept bookings year-round (as atJanuary 1, 2013).
The property complies with the STAR Rating Scheme Code of Conduct.
Failure to comply with the Scheme Entry Criteria will result in the suspension of the propertys STAR Ratingapplication or removal of the property from the STAR Rating Scheme.
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Serviced Apartments Standards & Guidelines
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CATEGORY REQUIREMENTS
For Serviced Apartments to receive an official STAR Rating the following requirements must be met:
Guests must be able to contact a property representative in the case of an emergency; 24 hours a day, 7days a week. Contact details and phone numbers must be clearly displayed in-room and/or onsite.
The property must feature a dedicated reception area and/or service desk for guest arrivals and departures.
Bedding (two blankets/quilts, two sheets and pillow) must be provided for all beds and included in the rate.
One towel per guest and bath mat per unit must be provided and included in the rate.
Soap (or dispensed liquid soap) must be provided per guest and included in the rate.
Each unit must have its own shower and toilet.
Daily housekeeping services are available for all guests.
Serviced Apartment properties must offer all guests:
> Minimum fridge and kitchen sink;
> Minimum dining setting (table and chairs), and sufficient crockery, cutlery and glassware for eachguest; and
> Minimum of microwave; or one hot plate; or electric frypan (including appropriate utensils).
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Serviced Apartments Standards & Guidelines
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DETERMINING A STAR RATING
Guiding PrinciplesAny Serviced Apartments licensed to display an official STAR Rating must achieve and maintain very highstandards of cleanliness from 1 STAR through to 5 STAR.
A series of guiding principles help categorise the standard of quality, attributes and amenities expected of eachSTAR Rating band:
Properties that typify excellence across all areas of operation. Guests will enjoyan extensive range of facilities and comprehensive or highly personalised servicerelevant to the accommodation type. Properties at this level will display excellentdesign quality and attention to detail.
Properties which satisfy the varied and discerning needs and wants of their guests.A wide range of facilities is typically complemented by service standards that delivera superior accommodation experience. Superior design qualities reflect the level ofcomfort expected by guests.
Properties that deliver service standards and a broad range of facilities or amenitiesthat exceed above-average accommodation needs. Good quality design andphysical attributes are typically fit for purpose and enhance the overall guestexperience.
Properties with adequate standards of quality and a moderate range of facilities thatare positioned to meet the needs of price conscious travellers. Services are typically
limited to accommodate the independent traveller but may be available uponrequest or fee-based.
Properties that meet acceptable standards of quality and offer basic facilitieswithout compromising cleanliness or guest security. Guests may access fee-basedservices or facilities upon request.
Half STAR Ratings indicate modest improvements in the quality and condition of a propertys facilities,amenities and services.
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Primary, Split & Multiple Ratings
Due to the diverse scope and style of Serviced Apartment inventory, three distinct assessment and ratingapproaches may be employed to determine a propertys official STAR Rating.
Studio apartments or units may be excluded from the official STAR Rating assessment if they do not satisfy theCategory Requirements for Serviced Apartment properties (eg: minimum fridge, sink, dining setting, crockery/cutlery, and cooking facilities).
1. Primary Ratings
A minimum 60% of total unit/apartment types or inventory available for sale must achieve the percentagescores needed for a particular STAR Rating, or Primary Rating, for example:
UNIT STANDARD TOTAL UNITS % TOTAL STAR RATING
Unit Standard #1 62 62%
Unit Standard #2 22 22%
Unit Standard #3 16 16% n/a
100
If the property does not achieve the required 60% then the units with the lowest percentage scores willdetermine the Primary Rating, for example:
UNIT STANDARD TOTAL UNITS % TOTAL STAR RATING
Unit Standard #1 54 54%
Unit Standard #2 30 30%
Unit Standard #3 16 16% n/a
100
The propertys remaining inventory is not assessed or included in the Primary Rating.
2. Split Ratings
A property may choose to have all units of inventory assessed and officially rated, using the same example as above:
UNIT STANDARD TOTAL UNITS % TOTAL STAR RATING
Unit Standard #1 54 54%
Unit Standard #2 30 30%
Unit Standard #3 16 16% n/a
The property is now licensed to promote each STAR Rating according to the unit/apartment standardoffered for sale. A minimum of four units or 20% of total units (which ever is greater) is required to warrant aSplit Rating.
3. Multiple Category Ratings
A property may also have a range of accommodation types that could fall under different STAR Ratingcategories. For example, a Serviced Apartment property may also include separate accommodation such asstudio apartments that satisfy the Category Requirements for Hotel accommodation. A minimum of tworooms or 10% of total units/apartments (which ever is greater) is required to warrant a STAR Rating acrossmultiple categories.
60% of total nventory ach eves
4 STAR Primary Rating
3 STAR Primary Rating
Split Rating of 4 STAR
Primary Rating of 3 STAR
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Serviced Apartments Standards & Guidelines
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Minimum Standards
An official STAR Rating is awarded against the lowest ranking a property achieves from the three keyareas of assessment:
1. Facilities & Services
2. Cleanliness
3. Quality & Condition
The overall result or percentage scores correspond directly with the range of facilities & services and their levelof cleanliness, quality & condition.
The table below shows the results for a 4 STAR Serviced Apartment property and how the lowest rankingfrom the three key areas of assessment determines the official STAR Rating.
FACILITIES &SERVICES
CLEANLINESS QUALITY &CONDITION
STAR RATING
Excellent (85100%) Excellent (95100%) Excellent (90100%)
Superior (7084%)
Very Good (8594%)
Superior (7589%)
Very Good (6069%) Very Good (6574%)
Good (5059%)Good (5564%)
Reasonable (4554%)
Moderate (3049%)
Good (7584%)
Moderate (3544%)
Adequate (3034%)
Acceptable (2029%)Satisfactory (2529%)
Acceptable (2024%)
Cleanliness is the most important area of assessment and official STAR Ratings will only be awarded to ServicedApartments that achieve and maintain an overall minimum standard of 75%.
The benchmarks or percentage bands used to determine a STAR Rating have been substantiated by fieldtesting and consumer research.
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Consumer Importance Weighting Index
The Consumer Importance Weighting Index is a statistically robust and proven evaluation technique that wasdeveloped by experts from the (then) Sustainable Tourism CRC at Victoria University.
Each area of a Serviced Apartment that is assessed for an official STAR Rating has been ranked accordingto its importance to the guest or consumer. The Bedroom area is considered by the consumer as the mostimportant and, therefore, has been given the highest overall weighting:
AREA
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
Bedroom 23% 17% 20%
Bathroom 16% 18% 17%
Kitchen Area 10% 17% 10%Building Exterior 9% 7% 13%
Recreation Facilities 11% 10% 8%
Food & Beverage 10% 9% 10%
Lounge and Dining 6% 7% 6%
Guest Services 9% 8% 10%
General Facilities 6% 7% 6%
100% 100% 100%
Each area is then broken down into groups and also ranked, using the Bedroom as anexample:
BEDROOMFACILITIES &
SERVICESCLEANLINESS
QUALITY &CONDITION
CONSUMER IMPORTANCE WEIGHTING
Bedcovers n/a
Minimum OverallScore of Good
Required
1.6%
Bedding 7.8% 3.2%
Mattress/Size of Bed 3.6% 5.1%
Clothes Storage &
Bed Furnishings
2.3% 1.5%
Bedside Lighting 0.9% 1%
Room Lighting 1.1% 1%
Free Floor Space 3.5% n/a
Window Coverings& Privacy
3.8% 2.4%
Walls & Ceilings n/a 2.1%
Floor Coverings n/a 2.1%
23% 17% 20%
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These groups are broken down to corresponding Standards (criteria) across the three key areas of assessment:
Facilities & Services
Standards have been ranked by the consumer and are measured against a value scale of 1 (least important)through to 6 (most important). Using the Mattress/Size of Bed criteria as an example:
According to the Consumer Importance Weighting Index, the most a property may score for a Mattress/Sizeof Bed is 3.6%:
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
3.6%Minimum OverallScore of Good
5.1%
The Mattress/Size of Bed is then measured against the ranking scale and Guidelines, with a King Size Bedawarded the maximum value of 6, a Queen Size Bed a value of 5, and Standard Double or Standard Single/Twins a value of 3:
StandardMaximumRank/Value
Guideline
King Size 6A King Size Bed will measure 2030mm x 1830mm. Or, split kingor 2 x king singles
Queen Size 5 Minimum 2030mm x 1530mm
Standard Double 3 Minimum 1900mm x 1370mm
Standard Single/Twin 3 Minimum 1800mm x 920mm
Additional Rooms (These Standards not included in One Bedroom Units)
King Size 6 As above
Queen Size 5 As above
Standard Double/Single 3 As above or 2 x full size single beds
Bunk 3 Purpose designed ladder and safety barrier
As a result, King Size Beds will achieve the total 3.6% weighting for this criteria.
StandardMaximumRank/Value
Weight Result
King Size Bed 6 100% 3.6%
Queen Size Bed 5 83% 3%
Standard Double 3 50% 1.8%
Standard Single/Twin 3 50% 1.8%
Bunk 3 50% 1.8%
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Cleanliness
Cleanliness is measured across a broad range of Standards to determine an overall result. As cleanliness is themost important factor for the consumer, it is now an immediate pass or fail for any assessment.
A property must achieve a minimum overall score of 75% for cleanliness to receive an official STAR Rating orto remain eligible in the Scheme.
If Cleanliness is the lowest ranking of the three key areas of assessment, the property will be issued a RatingUnder Review status and be subject to an unannounced assessment within six months at the propertysexpense. Should the subsequent assessment not meet the required Standard, the property remains RatingUnder Review until next assessment.
Cleanliness is simply defined as the absence of dirt, including dust and stains, at the time of assessment.
Cleanliness is assessed at 80 areas throughout the property, from bedding, floors, appliances, toilet or shower
recess (for example), to the building exterior.Standards are measured against a value scale of Major-Some-Minor-None, with Major awarded the lowestvalue and None the highest. In particular, properties will be measured against two key factors:
The degree of cleanliness; AND/OR
The frequency of issues that have been identified.
As before, using the Mattress/Size of Bed criteria as an example:
Severe/Heavy issues would include major ie: large or numerous marks/discolouration on mattress/base whichare unable to be removed; thick dust build-up.
Moderate issues would include obvious marks/discolouration on mattress/base, maybe removable; build up ofdust.
Light issues would include less obvious marks on mattress/base and/or minor dust which would be easilyremoved.
RANKING SCALE
BEDDING
STANDARDS
Frequency:Major issues (>4)
MAJOR
Frequency:Some issues (3-4)
Frequency:Some issues (3-4)
SOME
Frequency:Few issues(
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Quality & Condition
Standards are measured against a combined value scale, for example:
1. Quality (Satisfactory-Moderate-Good-Very Good-Excellent)
MATTRESS & BASE
SATISFACTORY MODERATE GOOD VERY GOOD EXCELLENT
100mm (approx)
foam mattress on
wire/chipboard
base, basic shallow
innerspring
no topper
200mm (approx)
high density foam
mattress on wire/ply
timber base, shallow
innerspring
separate mattress
topper -polyester
standard coil
spring ensemble or
equivalent, comfort
layers, may have
added pillow top
separate mattress
topper microfibre
coil spring ensemble
or equivalent,
comfort layers, pillow
top
separate mattress
topper microfibre,
down
latex or pocket
spring ensemble or
equivalent with deep
comfort layers and
thick pillow top
separate mattress
topper goose
down or latex
For the purpose of assessing quality, the words satisfactory, moderate, good, very good and excellent areused to signify the different standards in broad terms. The Standards are defined by typical indicators whichrepresent consumer expectations. These indicators are neither prescriptive nor definitive to recognise the widevariety of elements that may be included.
The assessment of quality includes design elements, material, construction technique, sustainability, experientialand functional. Consumer research also showed modernity (stylishness, freshness, innovativeness, avant-garde)to be a significant component of quality.
These indicators were established by Australian accommodation operators and suppliers, as well as
independent experts from the RMIT School of Design in Melbourne, Victoria.
2. Condition (Major-Some-Minor-None)
Condition is measured against the same ranking scale as Cleanliness (described above), with Major awarded thelowest value and None the highest.
Condition is defined as the absence of defects, tears, stress or wear, holes, or frays at the time of assessment.
Severe/heavy issues may include mattress base with large tears/holes, sagging, visible springs.
Moderate issues may include mattress base with fabric showing signs of wear, small tears/holes, weakening ofmattress sides/edges.
Light issues may include mattress padding beginning to flatten, pulled threads in fabric.
RANKING SCALE
BEDDINGSTANDARDS
Frequency:Major issues (>4)
MAJOR
Frequency:Some issues (3-4)
Frequency:Some issues (3-4)
SOME
Frequency:Few issues(
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Values for Quality & Condition are combined and weighted according to where consumers have high or lowexpectations.
For example, the quality and condition of a Mattress is the most important element in a Bedroom while
Bedside Lighting is the least important. Both must be of acceptable quality and condition, but differentweightings will apply to the final result or percentage score:
BEDROOMFACILITIES &
SERVICESCLEANLINESS
QUALITY &CONDITION
CONSUMER IMPORTANCE WEIGHTING
Bedcovers n/a
Minimum OverallScore of Good
Required
1.6%
Bedding 7.8% 3.2%
Mattress/Size of Bed 3.6% 5.1%
Clothes Storage &
Bed Furnishings 2.3% 1.5%
Bedside Lighting 0.9% 1%
Room Lighting 1.1% 1%
Free Floor Space 3.5% n/a
Window Coverings& Privacy
3.8% 2.4%
Walls & Ceilings n/a 2.1%
Floor Coverings n/a 2.1%
23% 17% 20%
Quality & Conditionof Mattress more
important thanBedside Lighting}
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LICENSING & ASSESSMENT PROCESS
Scheme Entry Criteria Satisfied
STAR Rating Licence Application
Licence Application Approved
Property Assessment Completed
Provisional STAR Rating Issued
Assessment Audit & Confirmation
Assessment Report Issued
STAR Rating Licence Issued
Dispute Resolution
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SERVICED APARTMENTS
STANDARDS & GUIDELINESGUEST SERVICES
FACILITIES &SERVICES
CLEANLINESSQUALITY &CONDITION
CONSUMER IMPORTANCE WEIGHTING
9% 8% 10%
Reception Hours
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
4.5%Min Overall Score of
Good8%
Facility Guidelines:
StandardMaximum
Rank/ValueGuideline
24 hours 6Reception staffed 24 hours, 7 days aweek.
Or Minimum 16 hours 5Reception staffed 16 hours plus nightbell or direct phone to manager.
Or Minimum 14 hours 4 As above 14 hours.
Or Minimum 12 hours 3 As above 12 hours.
Or Minimum 8 hours 2 As above 8 hours.
Or Less than 8 hours 1 As above less than 8 hours.
Condition scores apply in lieu of Quality Guidelines.
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Customer/Guest Services
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
4.5%Min Overall Score of
Good2%
Facility Guidelines:
StandardMaximum
Rank/ValueGuideline
Guest Feedback Practices 5Evidence of formal guest feedback/satisfaction surveys and practices.
Staff Induction & Training 4Evidence of guest service induction andtraining programs for all staff.
Business Centre 3Dedicated business centre includingcomputer, printers, internet access
Day Spa 3Dedicated spa, professionally staffedoffering a variety of treatments.
Internet Kiosk 3 Available on site.
Secretarial 2Staff available to provide secretarialservices.
Concierge/Porter 3 Dedicated and staffed concierge desk.
Grocery/Pantry Service 2In unit Grocery service, ordered throughproperty and delivered to unit
Wireless Internet 3Wireless internet connection available inpublic areas of property.
Housekeeping 24 hoursInclusive
5Housekeeping services available 24hours, 7 days and included in the rate.
Or Housekeeping
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RECREATIONAL FACILITIES
FACILITIES &
SERVICES
CLEANLINESSQUALITY &
CONDITIONCONSUMER IMPORTANCE WEIGHTING
11% 10% 8%
Facility Guidelines:A tolerance may apply for all measurements (under) and will be confirmed upon assessment.
StandardMaximum
Rank/Value Guideline
Large Swimming Pool 4 Minimum size 15m x 5m or 75sqm.
Or Medium SwimmingPool
3 Minimum size of 10m x 4m or 40sqm.
Or Small Swimming Pool 2Less than 10m x 4m or 40sqm butgreater than 24sqm.
Indoor Pool 2 Heated indoor pool.
Pool Towels 1Pool towels available in unit/pool area/reception.
Sauna 2 Available to guests within the complex.
Steam Room 2 As above.
Spa/Hot Tub 2 As above.
Tennis Court 2 As above.
Or Half Court Tennis 1 As above.
Gym 2Minimum of 3 separate pieces ofequipment on site.
Gym Towels 1Gym towels available in-room/gym area/
reception.Playground 2
Minimum three (3) separate child playfacilities/equipment, on site.
BBQ 2 BBQ for each unit.
Or Communal BBQ 1 BBQ available to all guests.
Other 2Maximum 1 other recreational facilityto apply.
Conditions scores apply in lieu of Quality Guidelines.
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BUILDING EXTERIOR
FACILITIES &
SERVICES
CLEANLINESSQUALITY &
CONDITIONCONSUMER IMPORTANCE WEIGHTING
9% 7% 13%
Parking Area/Driveways
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
9%Min Overall Score of
Good3.3%
Facility Guidelines:
StandardMaximum
Rank/ValueGuideline
Valet Parking 5 Dedicated valet parking.
Or Sufficient OnsiteParking
4
Onsite parking to all rooms. Allowanceis given for properties located within5km of city these properties mustprovide one car space per two units.
Or Dedicated Off-siteParking
3Conveniently located off-site parking vouchers provided.
Secure Car Parking 2Parking accessible via key, intercom, orelectronic card.
Covered Parking 3Under cover parking provided for allunits.
Weather Protection 2
Under cover access to reception. Access
from underground parking acceptable.
External Video Surveillance 3Video surveillance of car parking area/allguest vehicles, external common areas.
Condition scores apply in lieu of Quality Guidelines.
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Signage
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
n/aMin Overall Score of
Good2.5%
Facility Guidelines do not apply.
Condition scores apply in lieu of Quality Guidelines.
Gardens & Landscaping
FACILITIES &SERVICES CLEANLINESS QUALITY &CONDITION
CONSUMER IMPORTANCE WEIGHTING
n/aMin Overall Score of
Good3.3%
Facility Guidelines do not apply.
Condition scores apply in lieu of Quality Guidelines.
Building Wall Surfaces
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
n/aMin Overall Score of
Good3.9%
Facility Guidelines do not apply.
Condition scores apply in lieu of Quality Guidelines.
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FOOD & BEVERAGE
FACILITIES &
SERVICES
CLEANLINESSQUALITY &
CONDITIONCONSUMER IMPORTANCE WEIGHTING
10% 9% 10%
Restaurant/Cafe
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
3.6%Min Overall Score of
Good10%
Facility Guidelines:
StandardMaximum
Rank/ValueGuideline
Restaurant/Cafe 57 days 3 meals, provided onsiteand/or offsite.
Or Restaurant/Cafe 4 As above 7 days 2 meals.
Or Restaurant/Cafe 3 As above 7 days 1 meal.
Or Restaurant/Cafe 2 As above 5 days 1 meal.
Condition scores apply in lieu of Quality Guidelines.
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Room Service
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
6.4%Min Overall Score of
Goodn/a
Facility Guidelines:
StandardMaximum
Rank/ValueGuideline
3 Meals & 7 days 4 Meals to units 3 meals 7 days.
Or 2 Meals & 7 days 3 2 meals 7 days.
Or 1 Meal & 7 days 2 1 meal 7 days.
24hr Room Service 324 hour provision of beverages, snacksand ice. Menu in unit.
Or 12hr Room Service 2 As above minimum 12 hours.
External Supply of RoomService
3Charge back, voucher and/or paymenton delivery 7 days and 3 meals fromexternal food outlets.
Full Mini Bar 2
Selection of alcoholic and non-alcoholic
beverages plus light snacks eg peanuts,chips, chocolates. Mini Bar price list tobe in unit.
Or Limited Mini Bar 1Selection of non alcoholic and/oralcoholic drinks.
Vending Machine/SmartBar
2Vending machine/smart bar available 24hours.
Condition scores and Quality Guidelines do not apply.
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BEDROOM
FACILITIES &
SERVICES
CLEANLINESSQUALITY &
CONDITIONCONSUMER IMPORTANCE WEIGHTING
23% 17% 20%
Bedcovers
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
n/aMin Overall Score of
Good1.6%
Facility Guidelines do not apply.
Quality Guidelines:Areas considered in this assessment include: bedspread, quilt, doona cover, top sheet of triple sheeting,decorative pillows, accessories such as throws, cushions, bed runners, bed base covering i.e. valance orupholstered.
BEDCOVERS
SATISFACTORY MODERATE GOOD VERY GOOD EXCELLENT
quilt polyester/
mix fill
basic throw over
bedcover single layer
of fabric eg synthetic
mix
triple sheeting
(linen/sheets qualityguidelines apply)
no valance or basic
synthetic gathered
style
no coordination of
style or design
quilt polyester fill
basic throw over
bedcover single/
lined fabric eg
cotton/synthetic mix
triple sheeting
(linen/sheets quality
guidelines apply)
poly cotton valance
limited coordination
of style or design
quilt -microfibre/
feather fill
standard quilted/
reversible throw over
bed cover fabric eg
cotton
triple sheeting
(linen/sheets qualityguidelines apply)
fitted tailored
valance, factory
upholstered
coordinated style and
design elements
quilt feather &
down fill, microfibre/
down fill
thickly quilted
tailored bedspread
fabric eg high thread
count cotton
triple sheeting(linen/sheets quality
guidelines apply)
fitted valance of
quality heavy fabric
or lined, and maybe
quilted
custom designed and
coordinated with
room style
quilt wool, 100%
goose down fill
thickly quilted
tailored bedspread
fabric eg silk
triple sheeting
(linen/sheets quality
guidelines apply)
custom designed
valance which is
lined fabric eg silk
coordinated with
obvious use of
elements and
principles of design
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Bedding
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
7.8%Min Overall Score of
Good3.2%
Facility Guidelines:
StandardMaximum
Rank/ValueGuideline
Mattress Protector3
All mattresses to have protective cover may/may not have stain/waterproofbarrier.
Pillow Protector 3 All pillows have protective cover.
Spare Blankets/Quilts 2Additional blanket/quilt providedfor each bed in room or 24housekeeping.
Quality Guidelines:These Guidelines are typical indicators that may include, but are not limited to, the following:
BEDDING
Sheets & Pillowcases
SATISFACTORY MODERATE GOOD VERY GOOD EXCELLENT
fabrics eg synthetic
mix, thinly woven
cotton
creased
top sheet/pillow case
no header, basic
narrow hem
fabrics eg poly cotton
(eg 80/20) or thinly
woven cotton
creaseless
top sheet/pillow
case no header,
standard hem
fabric such as
polycotton (eg
50/50), medium
weave cotton
creaseless
header minimal
decorative
enhancement such
as cuffed with single
stitching
fabrics such as
polycotton (eg
20/80)
professionally
laundered/creaseless
header decorative
enhancement such
as cuffed and twin
stitching
fabrics such as tightly
woven pure cotton
professionally
laundered/pressed
header decorative
enhancement such as
hem stitched, piping,
pillowcases may be
finished with self
flange
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BEDDING (CONT)
Mattress/Pillow Protectors
SATISFACTORY MODERATE GOOD VERY GOOD EXCELLENT
synthetic or
bonded fabric eg
polypropylene
mattress protector
with elastic anchor
straps
pillow protector
bonded
polypropylene,
envelope style or zip
closure
synthetic fabric
mattress protector
with elastic anchor
straps
pillow protector,
medium weave
cotton envelope style
or zip closure
quilted cotton/poly
cotton protectors
mattress protector
with elastic straps
pillow protector
quilted cotton/blend,
envelope slip cover
quilted cotton/poly
cotton protectors
mattress protector
with elastic straps/
fitted sheet style
pillow protector
quilted cotton
envelope slip cover
protectors thickly
quilted, tightly woven
cotton
mattress protector
fitted sheet style or
zip closure
pillow protector
thickly quilted tightly
woven cotton,
zipped closure
Pillows
SATISFACTORY MODERATE GOOD VERY GOOD EXCELLENT
fill polyester
cover bonded
fabric eg
polypropylene
fill polyester/
microfibre mix
cover woven
synthetic fabric eg
polyester
fill microfibre,
feather
cover woven fabric
eg cotton or cotton/
synthetic mix
fill microfibre,
down/feather mix,
may have latex core,
memory foam
cover woven fabric
eg cotton or cotton/
synthetic mix
fill goose down,
latex
cover tightly woven
cotton with double
stitching/piping with
boxed edge
Blankets
SATISFACTORY MODERATE GOOD VERY GOOD EXCELLENT
acrylic or polyester synthetic mix such as
polyester fleece
cotton blends, wool
blends, synthetic
velour
cotton, wool blends wool with satin
edging, cashmere,
fine cotton
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Mattress/Size of Bed
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
3.6%Min Overall Score of
Good5.1%
Facility Guidelines:A tolerance may apply for all measurements (under) and will be confirmed upon assessment.
StandardMaximum
Rank/ValueGuideline
King Size 6 Minimum 2030mm x 1830mm or,split king or 2 x king singles.
Or Queen Size 5 Minimum 2030mm x 1530mm.
Or Standard Double 3 Minimum 1900mm x 1370mm.
Or Standard Single/Twin 3 Minimum 1800mm x 920mm.
Additional Rooms (These Standards not included in One BedroomUnits)
King Size 6 As above.
Or Queen Size 5 As above.Or Standard Double/Single
3 As above or 2 x full size single beds.
Or Bunk 3Purpose designed ladder and safetybarrier.
Quality Guidelines:These Guidelines are typical indicators that may include, but are not limited to, the following:
MATTRESS & BASE
SATISFACTORY MODERATE GOOD VERY GOOD EXCELLENT
100mm (approx)
foam mattress on
wire/chipboard
base, basic shallow
innerspring
no topper
200mm (approx)
high density foam
mattress on wire/ply
timber base, shallow
innerspring
separate mattress
topper -polyester
standard coil
spring ensemble or
equivalent, comfort
layers, may have
added pillow top
separate mattress
topper microfibre
coil spring ensemble
or equivalent,
comfort layers, pillow
top
separate mattress
topper microfibre,
down
latex or pocket
spring ensemble or
equivalent with deep
comfort layers and
thick pillow top
separate mattress
topper goose
down or latex
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Bed Furnishings & Clothes Storage
FACILITIES &
SERVICES
CLEANLINESSQUALITY &
CONDITIONCONSUMER IMPORTANCE WEIGHTING
2.3%Min Overall Score of
Good1.5%
Facility Guidelines:All measurements will be taken from within any frames and a tolerance of 20mm may apply for allmeasurements (under) and will be confirmed upon assessment.
StandardMaximum
Rank/ValueGuideline
Bedside Table/Shelf All 3Bedside table/shelf provided adjacent to allpermanent sleeping positions (except upperbunk).
Or Less Than All 2 As above to minimum of 50%.
Bedside Table/Shelf Adequate Size
2Minimum space 900sqmm for eachpermanent sleeping position.
Clock Radio/Alarm All 3Clock/Alarm (may be part of television) ineach bedroom.
Or Clock Radio/Alarm Some
2 As above 50% or more bedrooms.
Full Length Mirror 3
Minimum 1200mm(H) x 400mm(W)
(minimum height of 1800mm from floor toupper edge of mirror).
Or Medium Mirror 2 Minimum 600mm(H) x 350mm(W).
Or Small Mirror 1 Less than 600mm(H) x 350mm(W).
Mirror All 2 Mirror provided in all bedrooms.
Wardrobe/Purpose BuiltHanging Space All
3Wardrobe or purpose built hanging space ineach bedroom.
Or Less Than All 2 As above to less than all bedrooms.
Screened From Room 2 Doors or walk in robe.
Spacious Wardrobe 2 Minimum of free hanging space 1550mm(H) x 750mm(W) x 550mm(D).
Or Adequate Wardrobe 1Minimum of free hanging space 1400mm(H) x 450mm(W) x 450mm(D).
Sufficient Clothes Hangers 2Minimum 3 clothes hangers per sleepingposition.
Clamp Hanger Provided 2 Minimum 1 clamp hanger per wardrobe.
Sufficient Drawers or EnclosedShelf Space
2Minimum 400mm(W) x 300mm(D) x100mm(H) for each permanent sleepingposition.
Or Sufficient Shelf Space 1 As above shelf space not enclosed.
Defined Luggage Rack All 2 Fixed or portable luggage rack in eachbedroom.
Or Less Than All 1 As above less than all bedrooms.
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Quality Guidelines:Areas considered in this assessment include wardrobe(s) hanging space, drawers, shelving space dressingtable, luggage racks, coat hangers and wardrobe door handles/knobs; bed heads, bedside tables/shelves, and
clothes storage drawers, wardrobes and mirrors. These Guidelines are typical indicators that may include, butare not limited to, the following:
CLOTHES STORAGE & FURNISHINGS
SATISFACTORY MODERATE GOOD VERY GOOD EXCELLENT
material eg aged/
dated melamine/
laminates/timber
MDF, PVC
glass tops eg with
unpolished edges,
aged laminates
mirror unframed
basic wardrobe
doors, painted
chipboard
no backing, no
runners, staples
no coordination of
style or design
materials eg
melamine, imitation
timber veneers,
laminates
glass tops eg with
polished edges,
laminates
mirror basic
plastic frame
wardrobe doors
aged/dated
melamine/laminates
drawer runners,
glued joins
limited coordination
of style or design
materials eg timber
plywood, melamine,
timber veneers,
laminates
glass tops eg with
polished edges,
laminates
mirror powder
coated frame,
unframed bevel
aluminium/powder
coated framed,
mirrored wardrobe
doors, melamine/
laminate
backed, drawer
runners, screws
coordinated style/
design elements
materials eg designer
timber veneers
glass tops eg with
polished edges
reconstituted stone
mirror customdesigned frame
frameless mirrored
wardrobe doors,
timber/veneer,
timber
concealed hardware
custom design and
coordinated with
overall room style/
theme
materials eg solid
timbers, marble,
stone
mirror custom
designed framed
with polished,
bevelled edge
custom designed
frameless mirrored
wardrobe doors,
solid timber
concealed hardware,
interior illumination
coordinated with
obvious use of
elements and
principles of design
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Bedside Lighting
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
0.9%Min Overall Score of
Good1%
Facility Guidelines:
StandardMaximum
Rank/ValueGuideline
Bedside lighting All 3Bedside lighting to all permanentsleeping positions.
Or Less Than All 2As above to minimum 50% ofpermanent sleeping positions.
Individual Switches 2Separate switches that operateindividual lights/lamps to all permanentsleeping positions.
Quality Guidelines:Areas considered in this assessment include bed lamps, bed lights, light shades & diffusers. These Guidelines aretypical indicators that may include, but are not limited to, the following:
BEDSIDE LIGHTING
SATISFACTORY MODERATE GOOD VERY GOOD EXCELLENT
dated pelmet,
fluorescent lighting
small ineffective
bedside lamps
power cords
exposed
no coordination of
style or design
fluorescent lighting
light-weight lamp
base with basic
shade, touch lights
power cords
exposed
limited coordination
of style or design
standard down or
wall mounted lights
weighted bedside
lamp, may have
directional head
attempts to
conceal power
leads
coordinated style/
design elements
down lights halogen
or LED
custom made bedside
lamps, weighted base
power cords concealed
custom design and
coordinated with
overall room style/
theme
architectural design
down lighting
designer bedside
lamps with solid
construction
power cords
concealed
coordinated with
obvious use of
elements and
principles of design
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Bedroom Lighting
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
1.1%Min Overall Score of
Good1%
Facility Guidelines:
StandardMaximum
Rank/ValueGuideline
Sufficient Lighting 3Effective lighting to all functional areasof bedroom including but not limited to:mirror/s, wardrobe, luggage rack.
Spare Power Point(s) 2
Spare power points provided in eachroom double adaptors and powerboards (without individual switches) arenot acceptable.
Quality Guidelines:Areas considered in this assessment include bed lamps, bed lights, light shades & diffusers. These Guidelines aretypical indicators that may include, but are not limited to, the following:
BEDROOM LIGHTING
SATISFACTORY MODERATE GOOD VERY GOOD EXCELLENT
exposed globes or
fluorescent tubes
dated light fixtures
and fittings
no coordination of
style or design
fluorescent lighting
diffuser panels
basic oyster lighting
limited coordination
of style or design
standard down lights
oyster fittings with
design element
coordinated style/
design elements
down lights
halogen or LED
custom light shades
may be sensor
lighting with manual
over-ride
custom design and
coordinated with
overall room style/
theme
architectural design
down lights
designer light fittings,
may have electronic
controls, digital touch
pads
coordinated with
obvious use of
elements and
principles of design
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Window Coverings & Privacy
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
3.8%Min Overall Score of
Good2.4%
Facility Guidelines:
StandardMaximum
Rank/ValueGuideline
Adequate Day Privacy 6
Bedroom window screening (eg sheercurtain, blinds, window tinting) allowsin room guest to see out and givesprivacy from external.
Adequate Night Privacy 6All windows/glass sliding doors fittedwith covering for total privacy.
Insect Screens 2Fine mesh screening on all windows/sliding doors.
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Quality Guidelines:Areas considered in this assessment include blinds/curtains, drapes, window trims, (including pelmets). TheseGuidelines are typical indicators that may include, but are not limited to, the following:
WINDOW COVERINGS
SATISFACTORY MODERATE GOOD VERY GOOD EXCELLENT
curtain fabric unlined
or without bonded
backing
no sheers
exposed tracking/
conduit rod
plastic venetians
plastic roller blinds,vertical blinds
no coordination of
style or design
curtain fabric with
bonded backing
sheer curtains with
little or no fullness
exposed tracking
aged venetians
aged roller blinds
limited coordination
of style or design
curtain fabric
coated or bonded
back
standard sheer
curtains
tracking exposed,
designer rods
imitation timbervenetians/shutters
woven plastic
roller blinds
coordinated style/
design elements
thick quality drapes
with separate
insulated lining
sheers with generous
fullness
bulkheads, pelmets
concealed tracking
woven fibreglass,
channelled roller
blinds
contemporary timber
venetians/shutters
custom design and
coordinated with
overall room style/
theme
thick quality drapes
with generous
fullness with separate
lining and separate
insulated backing,
maybe motorised
quality sheers with
generous fullness,
may be motorised
bulkheads, pelmets
and/or other design
elements concealing
tracking/hardware
quality timber
venetians/shutters
custom made
motorised/channelled
blinds
coordinated with
obvious use of
elements and
principles of design
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Free Floor Space
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
3.5%Min Overall Score of
Goodn/a
Facility Guidelines:Areas within the bedroom that are less than 500mm will not be considered as part of the overall floor space.Entrances will be included as part of overall floor space. A tolerance may apply for all measurements (under)and will be confirmed upon assessment.
Standard MaximumRank/Value
Guideline
Spacious Area 4Minimum 12sqm or greater of free floorspace.
Or Adequate Area 3Minimum 9sqm or greater of free floorspace.
Or Small Area 1Minimum of 6sqm or greater of freefloor space.
Separate Bedrooms All 3All bedrooms separate to lounge/diningarea with doors.
Condition scores and Quality Guidelines do not apply.
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Floor Coverings
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
n/aMin Overall Score of
Good2.1%
Facility Guidelines do not apply.
Quality Guidelines:These Guidelines are typical indicators that may include, but are not limited to, the following:
FLOOR COVERINGSSATISFACTORY MODERATE GOOD VERY GOOD EXCELLENT
poly propylene
carpet, low density
dated vinyl sheeting
dated tiles, low grade
carpet tiles
no coordination of
style or design
nylon carpet, low
density
dated vinyl
basic tiles
limited coordination
of style or design
medium density
synthetic/mix carpet
laminated timber
floor/plank vinyl,
carpet tiles, polished
timber floors
eg cypress pine,
bamboo
standard tiles
coordinated style/
design elements
high density wool
mix carpet eg 80/20
polished solid
hardwood timber
floors eg brushbox
contemporary tiles
custom design and
coordinated with
overall room style/theme
high density pure
wool carpet/thickness
of pile
polished solid
hardwood quality
timber floors eg
jarrah, ironbark
tiles eg natural stone,
marble, limestone,
reconstituted stone
coordinated with
obvious use of
elements and
principles of design
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BATHROOM
FACILITIES &
SERVICES
CLEANLINESSQUALITY &
CONDITIONCONSUMER IMPORTANCE WEIGHTING
16% 18% 17%
Shower Recess & Bath
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
1.2%Min Overall Score of
Good2.9%
Facility Guidelines:A tolerance may apply for all measurements (under) and will be confirmed upon assessment.
StandardMaximum
Rank/ValueGuideline
Separate Shower and FullSize Bath 5 Separate full size bath (minimum of1300mm x 600mm) plus shower recess.
Or Shower over Bath 4 Shower over full size bath, spa bath.
Or Shower Recess 3 Shower recess only.
Large Shower 5 Minimum 1800mm (length plus width).
Or Adequate Shower 4 Minimum 1500mm (length plus width).
Spa Bath or Plunge Bath 2 Spa bath or plunge bath.
Height of Shower Head/Rose
2Minimum 1900mm adjustable armacceptable to meet dimension.
Soap Holder 2Dedicated soap holder or mountedsoap dispenser.
Toiletries Holder 2Dedicated shelf/space for guesttoiletries.
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Quality Guidelines:These Guidelines are typical indicators that may include, but are not limited to, the following:
SHOWER RECESS & BATHBath
SATISFACTORY MODERATE GOOD VERY GOOD EXCELLENT
dated/aged plastic
bath
basic plastic or acrylic
bath
standard design
acrylic, enamel bath
contemporary
baths acrylic,
reconstituted stone,
steel with porcelain
finish
designer baths
stone, steel with
porcelain finish
SHOWER
SATISFACTORY MODERATE GOOD VERY GOOD EXCELLENT
dated wall tiles,shower base
aged moulded
plastic/fibreglass
recess and base
lightweight plastic
shower curtain
plastic shower grate
no coordination of
style or design
basic tile walls,shower base
moulded fibreglass
recess and base
shower curtain,
segmented glass
sliding doors
plastic/chrome
shower grate
limited coordination
of style or design
standard tiled walls
standard tiled/
moulded shower
base
framed shower
screen or designer
curtain
chrome shower grate
coordinated style/
design elements
hobless showerrecess with fully tiled
walls reconstituted
stone tiles
tiled, reconstituted
stone shower floor
semi frameless glass
shower screen
designer steel
shower grate
custom design andcoordinated with
overall room style/
theme
hobless showerrecess with fully tiled
walls stone tiles
tiled, stone shower
floor
frameless glass
shower screen
designer shower
grate, tile insert grate
coordinated with
obvious use ofelements and
principles of design
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Vanity
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
0.7%Min Overall Score of
Good2%
Facility Guidelines:A tolerance may apply for all measurements (under) and will be confirmed upon assessment.
StandardMaximum
Rank/ValueGuideline
Bench/Shelf Space 3 Minimum dimensions of 300mm x200mm.
Or Adequate BenchShelf Space
2Bench/shelf space is less than 300mmx 200mm, minimum dimension of150mm.
Hand Basin 3 Minimum 400mm x 250mm.
Or Adequate Hand Basin 2 Less than 400mm x 250mm.
Shelving/Storage Space 2Separate shelving adjacent to/or underhand basin, minimum measurement of150mm.
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Quality Guidelines:Areas considered in this assessment include the hand basin, plugs, bench/shelf space, drawers (includinghandles), tiling/grouting and splashbacks. These Guidelines are typical indicators that may include, but are not
limited to, the following:
HANDBASIN
SATISFACTORY MODERATE GOOD VERY GOOD EXCELLENT
dated design
plastic, aged
polymarble
no coordination of
style or design
basic design
moulded acrylic
limited coordination
of style or design
standard design
polymarble, acrylic
coordinated style/
design elements
contemporary design
quality finish eg
reconstituted stone,
acrylic
custom design and
coordinated with
overall room style/
theme
customised design
and style/theme
high quality finish eg
stone, glass, ceramic
coordinated with
bathroom with
obvious use of
elements andprinciples of design
BENCHTOP
SATISFACTORY MODERATE GOOD VERY GOOD EXCELLENT
dated laminate
sheeting, dated
moulded acrylic
no coordination of
style or design
basic laminate
sheeting, moulded
acrylic
limited coordination
of style or design
standard laminate,
polymarble
coordinated style/
design elements
reconstituted stone,
designer laminate
custom design and
coordinated with
overall room style/
theme
stone, glass
reconstituted stone
coordinated with
obvious use of
elements and
principles of design
VANITYSATISFACTORY MODERATE GOOD VERY GOOD EXCELLENT
no splashbacks
dated laminate,
painted doors
interior of vanity
unsealed
exposed PVC
plumbing
no coordination ofstyle or design
dated tile splashback
basic design laminate/
melamine doors
exposed PVC
plumbing
limited coordination
of style or design
standard splashback
tiles
laminate/melamine
doors, shelving
plumbing chrome
finish or concealed
coordinated style/
design elements
high grade splashback
eg contemporary
tiles, glass
contemporary
laminate/melamine
doors/shelving
concealed or
decorative plumbing
custom design andcoordinated with
overall room style/
theme
high grade splashback
eg glass/mirror/tile
splashbacks
designer laminate/
melamine doors/
shelving
all plumbing is
concealed or
decorative
coordinated with
obvious use of
elements and
principles of design
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Bathroom Fittings
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
0.9%Min Overall Score of
Good1.7%
Facility Guidelines:All measurements will be taken from within any frames and a tolerance of 20mm may apply for allmeasurements (under) and will be confirmed upon assessment.
StandardMaximum
Rank/ValueGuideline
Mixer Taps 2 Flick mixer or separate tap set withcommon spout.
Large Mirror 3Minimum 600mm(H) x 450mm(W),measured within the frame.
Or Adequate Mirror 2Minimum 450mm(H) x 350mm(W), asabove.
Or Small Mirror 1Less than 450mm(H) x 350mm(W), asabove.
Conveniently LocatedMirror
2Located above hand basin/vanity unit,minimum measurement from floorbetween 1200mm and 1800mm.
Towel Rails 2 Purpose designed towel rails.
Adequate Towel Rails 2Minimum 450mm per sleeping position(pull out/portable clothes line acceptableto include in measurements).
Adequate Clothes Hooks 2Minimum 2 separate hooks or 1 doublehook, small plastic adhesive hooks notsufficient.
Quality Guidelines:Areas considered in this assessment include taps, spout, hooks, towel rails, mirror and mirror lighting, towel
racks, shower head/rose, soap holders & shampoo holder, door lock and door, toilet roll holder and toiletbrush. These Guidelines are typical indicators that may include, but are not limited to, the following:
BATHROOM FITTINGS
SATISFACTORY MODERATE GOOD VERY GOOD EXCELLENT
dated fittings with
plastic finishes
frameless standard
mirror
no coordination of
fittings & fixtures
basic fittings with
plastic finishes
plastic framed mirror
limited coordination
of fittings & fixtures
standard range
fittings predominately
chrome
framed mirrors
coordination of
fittings & fixtures
matching
custom designed
chrome fittings
framed bevel edge
mirror or mirror
recessed into tiling
custom design and
coordinated with
overall room style/
theme
custom designed
fittings, stainless steel
finish
bevel edge designer
mirror with quality
framing or mirror
recessed into tiling
coordinated with
obvious use of
elements and
principles of design
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Toilet Area
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
0.9%Min Overall Score of
Good2.8%
Facility Guidelines:
StandardMaximum
Rank/ValueGuideline
Rubbish Bin 2Minimum 1 rubbish bin for eachbathroom, additional rubbish bin forseparate toilet.
Extra Toilet Rolls 2 One or more additional toilet rolls.
Toilet Brush & Holder 2Toilet brush and holder provided.Allowance for 24hr housekeeping.
Quality Guidelines:Areas considered in this assessment include toilet suite (including cistern and seat), paper dispenser, waste bin,hooks, door and door lock, and plumbing. These Guidelines are typical indicators that may include, but are notlimited to, the following:
TOILET AREA
SATISFACTORY MODERATE GOOD VERY GOOD EXCELLENT
two piece toilet suite
with exposed S trap
plastic cistern
no coordination of
style or design
two piece toilet suite,
enclosed S trap
plastic cistern
limited coordination
of style or design
close coupled toilet
suite
mid range
combination of
ceramic & hard
plastic
coordinated style/
design elements
wall faced/wall hung
toilet suite
porcelain/ceramic
finish
custom design and
coordinated with
overall room style/
theme
wall faced/wall hung
pan, concealed
cistern
high quality porcelain/
ceramic finish
coordinated with
obvious use of
elements andprinciples of design
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Bathroom Lighting
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
0.7%Min Overall Score of
Good1.7%
Facility Guidelines:
StandardMaximum
Rank/ValueGuideline
Sufficient Lighting 3
Positioned so no area of the bathroomlacks light it must effectively cover allareas (shower, bath, vanity, toilet, andmirror).
Spare Power Points 2 Spare power point/s provided.
Quality Guidelines:Areas considered in this assessment include lighting, light shades, diffusers, power points, switches and heatlamps. These Guidelines are typical indicators that may include, but are not limited to, the following:
BATHROOM LIGHTING
SATISFACTORY MODERATE GOOD VERY GOOD EXCELLENT
exposed globes or
fluorescent tubes
dated light fixtures
and fittings
no coordination of
style or design
fluorescent lighting
diffuser panels
basic oyster lighting
limited coordination
of style or design
standard down lights
oyster fittings with
design element
coordinated style/
design elements
down lights
halogen or LED
custom light shades
may be sensor
lighting with manual
over-ride
custom design and
coordinated with
overall room style/
theme
architectural design
down lights
designer light fittings,
may have electronic
controls
coordinated with
obvious use of
elements and
principles of design
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Towelling
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
0.8%Min Overall Score of
Good2.6%
Facility Guidelines:A tolerance may apply for all measurements (under) and will be confirmed upon assessment.
StandardMaximum
Rank/ValueGuideline
Additional Towels 2 Additional towels provided for eachsleeping position.
Bath Sheet 2Minimum 800mm x 1600mm for eachsleeping position.
Face Cloth 2 Provided to each bathroom.
Hand Towel 2 Provided to each bathroom.
Bath Robe 2 Provided for each sleeping position.
Quality Guidelines:Areas considered in this assessment include face towels, hand towels, bath mat and bath robes (whereapplicable). These Guidelines are typical indicators that may include, but are not limited to, the following:
TOWELLING
SATISFACTORY MODERATE GOOD VERY GOOD EXCELLENT
basic towel (approx
600mm x 1300mm)
lightweight cotton/
polyester
basic light weight
cotton, cotton/
polyester towelling
standard size towel
(approx 680mm x
1320mm) medium
weight cotton
towelling
heavy weight cotton
towelling
large towel (approx
750mm x 1500mm),
heavy weight cotton
towelling with dense
loop pile
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Window Coverings & Privacy
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
0.8%Min Overall Score of
Goodn/a
Facility Guidelines:
StandardMaximum
Rank/ValueGuideline
Bathroom Door 3 Provided for privacy.
Adequate Privacy 6 Opaque glass, blinds, curtain forbathroom window.
Condition scores and Quality Guidelines do not apply.
Free Floor Space
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
1.6% Min Overall Score ofGood n/a
Facility Guidelines:A tolerance may apply for all measurements (under) and will be confirmed upon assessment.
StandardMaximum
Rank/ValueGuideline
Spacious Area 4 Minimum 4sqm of free floor space.
Or Adequate Area 3 Equal to or greater than 2sqm.Or Small Area 1 Less than 2sqm but greater than 1sqm.
Condition scores and Quality Guidelines do not apply.
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Walls & Ceilings
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
n/aMin Overall Score of
Good1.6%
Facility Guidelines do not apply.
Quality Guidelines:These Guidelines are typical indicators that may include, but are not limited to, the following:
WALLS & CEILINGSSATISFACTORY MODERATE GOOD VERY GOOD EXCELLENT
dated modular,
panelling with visible
joints
combination of dated
tiles and/or basic
brick, concrete block
walls
ceiling panelling
with visible joins
no use of colour
to create theme/
harmony
modular, panelling
with visible joints
combination of basic
tiles and painted
brick or concrete
block walls
ceiling panelling
with visible joins,
plaster
little use of colour
to create theme/
harmony
panelling with no
visible joins
combination of
standard tiles and
plaster/rendered
walls
ceiling plaster,
sprayed concrete
colour has been usedto create a theme/
harmony
contemporary wall
tiles
reconstituted stone,
mirror, glass
ceiling plaster
colour has been
used to create
coordinated theme/
harmony
designer wall tiles, full
wall coverage
natural stone tiles,
glass/mirrored walls
ceiling eg plaster with
design feature
coordinated with
obvious use of
elements andprinciples of design
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Floor Coverings
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
n/aMin Overall Score of
Good1.7%
Facility Guidelines do not apply.
Quality Guidelines:These Guidelines are typical indicators that may include, but are not limited to, the following:
FLOOR COVERINGSSATISFACTORY MODERATE GOOD VERY GOOD EXCELLENT
dated vinyl sheeting
dated tiles
aged plastic floor
grate
no coordination of
style or design
basic vinyl sheeting
basic tiles
plastic/chrome floor
grate
limited coordination
of style or design
standard vinyl
standard tiles
chrome floor grate
coordinated style/
design elements
contemporary tiles
reconstituted stone
designer steel floor
grate
custom design and
coordinated with
overall room style/
theme
natural stone
designer tiles
designer floor grate,
tile insert floor grate
coordinated with
obvious use of
elements and
principles of design
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Lounge Seating
FACILITIES &SERVICES
CLEANLINESSQUALITY &
CONDITION
CONSUMER IMPORTANCE WEIGHTING
1%Min Overall Score of
Good1%
Facility Guidelines:
StandardMaximum
Rank/ValueGuideline
Lounge Seating 4
Purpose designed lounge seating whichhas arms and is fully upholstered. Maybecane/wicker lounge seating with fullypadded cushions.
Or Occasional Seating 3Purpose designed occasional seatingincludes tub chairs, occasional chairs,foam lounges.
Sufficient Seating 2Lounge type seating must be providedfor the maximum number of permanentsleeping positions.
Lounge Seating in Additionto Dining Seating
3Room provided with lounge type seatingplus dining chairs.
Quality Guidelines:Areas considered in this assessment include lounge seating, occasional seating such as tub chairs and accessoriessuch as cushions, throws etc. These Guidelines are typical indicators that may include, but are not limited to,the following:
LOUNGE SEATING
SATISFACTORY MODERATE GOOD VERY GOOD EXCELLENT
dated construction,
materials low
density foam, loose
weave fabric
dated cane lounge/
chairs
no coordination of
style or design
basic construction,
materials low
density foam, loose
weave fabric
basic cane lounge/
chairs
limited coordination
of style or design
mid-range furniture,
materials medium
density foams, close
weave fabrics
mid range cane
lounge/chairs
coordinated style/
design elements
solid construction,
thickly padded
with high density
foam, tightly woven
commercial grade
fabric, tightly
upholstered
contemporary rattan/
cane lounge/chairs
custom design and
coordinated with
overall room style/
theme
solid construction,
thick padding/
high density foam,
cushions may have
down filling, quality
tightly woven fabric,
tightly upholstered
designer rattan
lounge/chairs
coordinated with
obvious use of
elements and
principles of design
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