new standards resorts - department of...

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TABLE OF CONTENTS

BOOK ONE - GENERAL PROVISIONS RuleI. DefinitionandBasicGuidelines Section 1. Title .......................................................................................... 1 Section 2. Definition of Terms ................................................................... 1

BOOK TWO - STAR GRADING SYSTEM

RuleII.StarGradingSystemforHotels,ResortsandApartmentHotels Section 1. Five Star Grading System ...................................................... 3

BOOKTHREE–ACCREDITATIONSTANDARDS RuleIII.AccreditationStandardsforResorts Dimension1.ARRIVAL/DEPARTURER 1.1 Building – Appearance ................................................... 5 1.2 Building - Design and Construction Quality ..................... 5 1.3 Building - Condition (wear and tear) ................................ 5 1.4 Entrance / Exit & Parking ................................................ 6 1.5 Transport ....................................................................... 6 1.6 Security .......................................................................... 7 1.7 Reception – Service Hours.............................................. 7 1.8 Reception – Size ............................................................. 7 1.9 Reception - Seating Area ................................................ 8 1.10 Check-in Process ........................................................... 8 1.11 Luggage Services............................................................ 9 1.12 Porter Services ................................................................ 9 1.13 Reception Staff – Appearance ......................................... 9 1.14 Reception – Service Quality ............................................ 9 1.15 Reception Services – Check-out ..................................... 10 1.16 Other Arrival / Departure Aspects .................................... 10

Dimension2:PUBLICAREAS 2.1 Public Areas - Decoration - Design and Quality .............. 11 2.2 Public Areas – Decoration - Condition and Maintenance ......................................................... 11 2.3 Public Areas - Furniture – Quality.................................... 11 2.4 Public Areas - Furniture – Condition................................ 12 2.5 Public Washroom – Quality ............................................. 12 2.6 Public Washroom – Condition and Cleanliness ............. 13 2.7 Public Areas - Room Climate .......................................... 13 2.8 Public Areas – Lighting – Quality..................................... 13

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2.9 Public Areas – Lighting – Condition................................. 14 2.10 Public Areas – Lighting – Environmental Protection........ 14 2.11 Public Areas – Cleanliness ............................................. 15 2.12 Gardens - Condition ........................................................ 15 2.13 Garden – Furniture – Quality ........................................... 16 2.14 Garden – Furniture – Condition ....................................... 16 2.15 Garden Plants and Watering ........................................... 17 Dimension3:BEDROOM 3.1 Room Size ....................................................................... 17 3.2 Suites - Availability .......................................................... 17 3.3 Rooms for Persons with Disabilities (PWD) – Availability ............................................................. 18 3.4 Bedroom – Space and Comfort ....................................... 18 3.5 Bedroom – Sound Proofing ............................................ 18 3.6. Bedroom – Noise Levels ...................................................... 19 3.7 Bedroom – Bed Mattress – Quality ................................. 19 3.8 Bedroom – Bed Mattress – Condition ............................. 20 3.9 Bedroom – Bedding & Linen Quality ............................... 20 3.10 Bedroom – Bedding & Linen Condition ............................ 21 3.11 Bedroom – Pillows – Quality/Condition ........................... 21 3.12 Bedroom – Lighting – Quality .......................................... 22 3.13 Bedroom – Lighting – Condition ..................................... 22 3.14 Bedroom – Lighting – Environmental Protection ............. 22 3.15 Bedroom Curtains – Quality ............................................ 23 3.16 Bedroom Curtains – Condition ........................................ 23 3.17 Bedroom – Floor Coverings – Quality ............................. 24 3.18 Bedroom – Floor Coverings – Condition ........................ 24 3.19 Bedroom – Temperature Control – Quality ..................... 25 3.20 Bedroom – Temperature Control – Condition and Maintenance ......................................................... 25 3.21 Bedroom – Furniture – Quality ............................................ 25 3.22 Bedroom – Furniture – Condition .................................... 26 3.23 Bedroom – Accessories and Amenities available ............ 26 3.24 Bedroom – Cleanliness ................................................... 30 Dimension4:BATHROOM 4.1 Bathroom – Minimum Requirements ............................... 31 4.2 Bathroom – Shower/Bath - Quality .................................. 31 4.3 Bathroom – Shower/Bath - Condition/Maintenance ....... 31 4.4 Bathroom – Basin - Quality ............................................. 32 4.5 Bathroom – Basin – Condition/Maintenance ................... 32 4.6 Bathroom – Toilet – Quality ............................................. 33 4.7 Bathroom – Toilet – Condition/Maintenance .................... 33 4.8 Bathroom – Decoration – Quality .................................... 34 4.9 Bathroom – Decoration – Condition/Maintenance........... 34

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4.10 Bathroom – Towels – Quality and Cleanliness ................ 34 4.11 Bathroom – Space and Comfort ...................................... 35 4.12 Bathroom – Overall Cleanliness ...................................... 35 4.13 Toiletries – Availability ..................................................... 36 4.14 Bathroom – Amenities – Availability ................................ 36 4.15 Bathroom – Environmental Protection............................. 37

Dimension5:FOODANDBEVERAGE 5.1 Food and Beverage- Availability of Restaurants ............ 37 5.2 Food and Beverage – Options available ......................... 38 5.3 Food and Beverage – Service Quality............................. 38 5.4 Restaurant – Decoration and Furniture – Quality ............ 38 5.5 Restaurant – Decoration & Furniture – Condition .......... 39 5.6 Restaurant – Crockery, Cutlery, Glassware – Quality .... 39 5.7 Restaurant – Crockery, Cutlery, Glassware – Cleanliness ........................................................... 40 5.8 Restaurant – Space and Comfort .................................... 40 5.9 Kitchen – Quality of Appliance......................................... 41 5.10 Kitchen - Cleanliness....................................................... 41

Dimension6:AMENITIESANDSERVICES 6.1 Amenities – Guest Services .............................................. 42 6.2 Amenities – Wellness Services ......................................... 42 6.3 Amenities – General Services ........................................... 43 6.4 Amenities – Recreation & Sports ...................................... 43 Dimension7:BUSINESSPRACTICES 7.1 Business Processes .......................................................... 44 7.2 Barrier-free Facilities for Persons with Disabilities (PWD) ................................................. 45

BOOKFOUR–APPLICATIONFORACCREDITATION RuleIV.AccreditationProcess Section 1. Filing of Application ................................................................. 47 Section 2. Documentary Requirements.................................................... 47 Section 3. Inspection ................................................................................. 47 Section 4. Validity of Accreditation ............................................................ 47 Section 5. Schedule of Fees .................................................................... 47

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BOOKFIVE–CANCELLATIONAND/ORDOWNGRADINGOFACCREDITATION RuleV.Cancellationand/orDowngradingofAccreditation Section 1. Grounds for Cancellation....................................................... 47 Section 2. Procedure for Cancellation and/or Downgrading of Accreditation ........................................ 48

BOOKSIX–SUPERVISIONOFACCREDITEDESTABLISHMENTS RuleVI.SupervisionofAccreditedEstablishments Section 1. Display of DOT Accreditation Seal ....................................... 48 Section 2. Non-Transferability of DOT Accreditation Seal ...................... 48 Section 3. Periodic Inspection ................................................................. 48 Section 4. Defects and Deficiencies Found During the Inspection.......... 48 Section 5. Penalty for Failure to Remedy the Defects, etc. ..................... 48 Section 6. Advertisements ....................................................................... 48

BOOKSEVEN–OTHERPROVISIONS RuleVII.MiscellaneousandTransitoryProvisions Section 1. Confidential Character of Certain Data ................................. 49 Section 2. Circulars ............................................................................... 49 Section 3. Separability Clause ................................................................ 49 Section 4. Repealing Clause ................................................................... 49 Section 5. Effectivity ............................................................................... 49

ACCOMMODATION ENTERPRISE SELF-ASSESSMENT FORM

Name of Enterprise:

Address:

General Manager:

Contact Details:

Telephone Number:

Website Address:

E-mail Address:

DIMENSIONS MY SCORE

1. Arrival and Departure

2. Public Areas

3. Bedrooms

4. Bathrooms

5. Food and Beverage

6. Lounge Area *

7. Kitchen Area *

8. Amenities

9. Business practices

TOTAL SCORE

* Applicable to Apartment Hotels only

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

A third party auditor hired by the DOT shall conduct an actual assessment of your

enterprise to determine your property’s classification.

COMMENTS: ___________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

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EXPLANATORY NOTES

INTRODUCING THE FIVE STAR GRADING SYSTEM

FOR ACCOMMODATION ENTERPRISES

There are five levels of accommodation standards ranging from one to five

stars applicable to hotels, resorts and apartment hotels. To obtain higher stars,

progressively higher service and facility quality, facility condition and improved

business practices like environmental management, which are determined by a

points system should be provided across all areas.

A total of 1000 points have been set as the maximum number of points that can be

achieved by Hotels, Resorts, and Apartment Hotels.

Star Grading Total Score (Hotel, Resort, Apartel)

1 star 251 – 400 points





The criteria are divided into seven (7) dimensions that are common to the above- mentioned categories except for the lounge area and the kitchen area which are applicable only to apartment hotels. The percentage that these dimensions contribute to the total score is shown in the table below:

Business Area Hotel Resort Apartel

Arrival & Departure 10% 10% 8%

Public Areas 10% 10% 7%

Bedrooms 30% 30% 30%

Bathrooms 15% 15% 15%

Food & Beverage 15% 15% n/a

Lounge Area * n/a n/a 15%

Kitchen Area * n/a n/a 10%

Amenities 10% 10% 5%

Business Practices 10% 10% 10%

Total 100% 100% 100%

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Each dimension consists of a number of indicators which describe either the existence or availability, quality and condition of the facility as well as the service. Every indicator is allotted points. A maximum of 182 indicators are evaluated. Quality judgment is used to determine whether a facility or service is either Unacceptable, Acceptable, Good, Very Good, Excellent or Outstanding.

Mandatory and minimum requirements have also been established both for entry into the grading scheme and at the different star levels.

Mandatory requirements, marked M shall refer to those requirements that are prescribed by existing laws, without which, no accreditation shall be issued to the enterprise until such time that it rectifies said deficiencies.

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

requirements which are minimum to a certain classification, without which the

establishment will not be awarded such classification but instead be downgraded

to a lower classification, regardless of the total points accumulated.

The reference number

A mandatory item in this case for 1-5 stars These items

link together

A description of the criteria

The number of points allocated to this criteria

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

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

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The first column gives a reference number for that criteria item.

The second column is descriptive. It identifies the section. It also determines if the criteria is a mandatory or minimum criteria. If it is mandatory for all star grades then the phrase “Minimum 1-5” is used. If it only applies to certain star grades, then the star grades it applies to (e.g. Minimum 4-5) will be identified. If it applies to a quality rating then a range of terms from unacceptable to outstanding are used.

Unacceptable describes what should not happen. No points are awarded. Acceptable shows the first level of quality, good the second level, very good the third level, excellent the fourth level and outstanding the fifth and highest level. Environmental describes if this is an environmental initiative.

The third column indicates if the items are linked together. A black line indicates these criteria are linked and only one score will apply. This is a graduated rating where greater points apply to the provision of higher levels of quality.

The fourth column describes the criteria/indicators.

The fifth column gives the amount of points that can be gained.

The sixth to 10th column indicate if this is a mandatory or minimum requirement. The big letter “M” and small letter “m” are used in the column that correlates to the final star rating. e.g. if the property gains a four star rating with points scored between 701 and 850, then this can only be conferred if all the “m” and “M” items that apply to a four star property are also met.

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DOTMEMORANDUMCIRCULARNO.2012-02

RULESANDREGULATIONSTOGOVERNTHEACCREDITATIONOFACCOMMODATIONESTABLISHMENTS–HOTELS,RESORTSAND

APARTMENTHOTELS

PURSUANT TO THE AUTHORITy VESTED IN THE DEPARTMENT OF TOURISM (DOT) By REPUBLIC ACT NO. 9593 OTHERWISE KNOWN AS THE TOURISM ACT OF 2009 DATED MAy 12, 2009, ON THE MANDATORy ACCREDITATION OF PRIMARy TOURISM ENTERPRISES, THE NATIONAL TOURISM STANDARDS FOR THE ACCOMMODATION SECTOR – HOTELS, RESORTS AND APARTMENT HOTELS ARE HEREBy PROMULGATED TO IMPLEMENT THE INTENT AND PURPOSE OF THE SAID REPUBLIC ACT.

BOOK ONEGENERAL PROVISIONS

Rule I.DefinitionandBasicGuidelines

Section 1. Title. These Rules shall be referred to as “RULES AND REGULATIONS TO GOVERN THE ACCREDITATION OF ACCOMMODATION ESTABLISHMENTS – HOTELS, RESORTS AND APARTMENT HOTELS.”

Section 2. Definition of Terms. When used in these Rules, the following terms shall, unless the context otherwise indicates, have the following meaning:

a. “Accreditation” shall refer to a certification issued by the Department to a tourism enterprise that officially recognizes it as having complied with the minimum standards for the operation of tourism facilities and services.

b. “Act” shall refer to Republic Act No. 9593, otherwise known as the “Tourism Act of 2009”.

c. “Apartment Hotel” shall refer to serviced apartments offering self-contained units that contain access to kitchen and laundry facilities. A number of bedrooms may share one bathroom in the unit.

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d. “Department or DOT” shall refer to the Department of Tourism created pursuant to Presidential Decree No. 189 (1973), as amended.

e. “Hotel” shall refer to full service accommodation with reception and guest rooms generally offering private facilities with an onsite restaurant, room and bar services available. Additional facilities such as business centres and conference rooms are expected.

f. “Mandatory Requirements (M)” shall refer to those requirements without which an enterprise shall not be accredited.

g. “Minimum Requirements (m)” shall refer to those requirements which are minimum to a certain classification, without which the establishment will not be awarded such classification but instead be downgraded to a lower one, regardless of the total points accumulated.

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

i. “Primary Tourism Enterprises” refers to travel and tour services; land, sea and air transport services exclusively for tourist use; accommodation establishments; convention and exhibition organizers; tourism estate management services; and such other enterprises as may be identified by the Secretary, after due consultation with concerned sectors.

j. “Quality Gradings” shall refer to such terms as unacceptable, adequate, good, very good, excellent and outstanding are used to signify the ascending levels of quality.

k. “Resort” shall refer to full service accommodation located in a more natural, relaxed environment, with reception and guest rooms generally offering private facilities with an onsite restaurant, room and bar service available. Additional recreation facilities and tour services are expected.

l. “Rules” shall refer to these Rules and Regulations implementing the Accreditation of Accommodation Establishments without prejudice to the Implementing Rules and Regulations of the Tourism Act of 2009.

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

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

BOOK TWOSTAR GRADING SYSTEM

Rule II.StarGradingSystemforHotels,ResortsandApartmentHotels

Section 1. Five Star Grading System. There are five (5) levels of accommodation standards ranging from one to five stars. The star bands for Hotels, Resorts and Apartment Hotels are as follows:

a. One Star: 25-40% achievement (251 to 400 points) – These enterprises appeal to budget minded travellers. There is a limited range of facilities and services.

b. Two Star: 40-55% achievement (401 to 550 points) - These enterprises appeal to the tourists seeking more than basic accommodation. They offer expanded facilities and higher level of comfort.

c. Three Star: 55–70% achievement (551 to 700 points) – These enterprises offer a very good level of accommodation. There are more spacious public areas, higher quality facilities and a greater range of services.

d. Four Star: 70–85% achievement (701 to 850 points) - These properties are upscale in all areas. Accommodation is refined and stylish. Service is responsive, often including an extensive array of facilities.

e. Five Star: 85%-100% achievement (851 to 1,000 points) - These properties reflect the characteristics of luxury and sophistication. The facilities are world class in every manner and the meticulous service exceeds all guest expectations.

BOOKTHREE

ACCREDITATION STANDARDS

Rule III.

AccreditationStandardsforResort

No. Ratings Criteria / Indicators Points

Dimension 1: ARRIVAL/DEPARTURE

1.1 Building – Appearance

1 Minimum 1-5 Exterior in a clean fit for purpose condition. 0 M M M M M

2 Minimum 1-5 Resort name clearly visible from the street and during night time. 0 M M M M M

3 1.2 Building - Design and Construction Quality

UnacceptableBuilt design and construction quality is from materials that are not durable and/or unsafe for guest use.

0

AcceptableBasic structure with adequate materials that will provide a simple and safe accommodation environment

2

Good A functional building with good quality materials and efficient layout. 4

Very GoodStrong external appeal, consistent design with any alterations linking to the original building

6

Excellent

Excellent impression and overall appeal, inviting appearance, architectural features are evident and excellent quality building materials have been used throughout.

8

OutstandingLuxurious and unique exterior, outstanding visual appeal, highest quality materials used in construction

10

4 1.3 Building - Condition (wear and tear)

UnacceptableNeglected appearance, obvious structural repairs needed, poor outside materials, flaking paint, rotting wood, rust evident.

0

Acceptable Minor maintenance may be required, natural weathering is evident. 2

5

No. Ratings Criteria / Indicators Points My Score

6

Good Good appearance, weathering may still exist, but in sound condition.

4

Very Good Very good maintenance of paintwork and exterior panels.

6

Excellent High standard of external appearance allowing for the age of the building.

8

Outstanding As new condition, no building maintenance issues are visible.

10

1.4 Entrance / Exit & Parking

5 Minimum 1-5Driveway is in a sound condition and free from significant potholes with no obvious obstructions.

0 M M M M M

6 Minimum 1-5 Driveway entrance is clearly marked and is visible at night time.

0 M M M M M

7 Minimum 1-5

Clearly designated parking / docking area (if applicable), that meets the relevant provisions of the National Building Code.

0 M M M M M

8Minimum 4 & 5 Valet parking is provided. 3 m m

9 1.5 Transport

Unacceptable No airport or port transfer services available.

0

AcceptableGuests are provided with property address and expected to get local taxis or buses to property.

1

Good Good transfer services are available, although not clearly signed.

2

Very GoodTransfer services are reliable and signed at airport, ground transport is in very good condition.

3

Excellent Transfer services are branded to the property and in excellent condition.

4


7

OutstandingTransfer services are branded to the property and provide a commensurate level of luxury.

5

1.6 Security

10 Minimum 1-5 Professional security in place 24 hours at main entry point.

0 M M M M M

11 Minimum 1-5 Property and security services designed to ensure guest safety at all times.

0 M M M M M

12Effective use of CCTV with minimum 30 days recording storage.

3

13 Monitoring of CCTV 24 hours. 5

14 1.7 Reception – Service Hours

Minimum 1-2 Reception service available 16 hours. 0 M M

Minimum 3-5 Reception service available 24 hours. 5 m m m

15 1.8 Reception – Size

Unacceptable Reception area is small and/or difficult to locate.

0

Acceptable Obvious size restrictions, area may be cluttered.

1

Good Functional reception for the operation. 2

Very good Very good size, generous space. 3

Excellent Excellent reception area, seated check in is an option.

4


8

OutstandingLuxurious check in facility, private check in facility is available and used as appropriate.

5

16 1.9 Reception - Seating Area

Unacceptable No seating available or seating options in poor condition with lack of privacy.

0

AcceptableNo seating area available but limited privacy means it is difficult to have private conversations.

1

Good Seating available close by for a small group of not less than 4 guests.

2

Very Good Comfortable seating area close by for not less than 6 guests.

3

ExcellentSeating area with excellent quality seating appropriate for the size of the resort.

4

Outstanding

Outstanding seating options are available for different sized groups to enable comfort whilst waiting near reception.

5

17 1.10 Check-in Process

UnacceptableLengthy inefficient registration process with unacceptable wait time of over 10 minutes before receiving any service.

0

Acceptable Basic registration process with minor wait time (not more than 10 minutes per guest).

2

GoodBasic registration process in place, with prompt service (not more than 8 minutes per guest).

4

Very goodBasic registration process with no wait time (not more than 6 minutes per guest).

6

Excellent

Pre-registration information already completed as part of the booking process for the guest who may only need to review and confirm details (not more than 4 minutes per guest).

8

OutstandingPre registration information part completed and no wait time for registration process.

10


9

18 1.11 Luggage Services

Minimum 1-5 Left luggage services available without dedicated space.

0 M M M M M

Left luggage practices ensure bag security and luggage room is proportionate to size of resort.

5

19 1.12 Porter Services

Minimum 3-5 Porter services are available. 5 m m m

20 1.13 Reception Staff - Appearance

Unacceptable Staff are poorly groomed and untidy. 0

Acceptable Staff wear clean clothing and are neat and tidy.

2

Good Staff are easily identified and well groomed.

4

Very good Staff provide a very good professional appearance.

6

Excellent Staff are very well groomed and take pride in their appearance.

8

Outstanding Staff are immaculately groomed and attention to detail is obvious.

10

21 1.14 Reception – Service Quality

Unacceptable Staff are unresponsive, inattentive or absent for extended periods.

0

AcceptableStaff are not very attentive or seem distracted, may be absent for short periods.

2


10

Good Staff are polite and responsive. 4

Very good Staff are welcoming and provide a sense of arrival.

6

ExcellentStaff take an interest in the guests preferences, refreshments or similar may be offered on arrival.

8

OutstandingStaff are very responsive, attentive, and efficient while taking a personal interest about every requirement of the guest.

10

221.15 Reception Services – Check-out

UnacceptableLengthy inefficient check-out process with unacceptable wait time of over 10 minutes before receiving any service.

0

Acceptable Basic check-out process with minor wait time (not more than 10 minutes per guest).

1

GoodBasic check-out process in place, with prompt service (not more than 8 minutes per guest).

2

Very good

Express check-out option or account pre prepared and available for review before check out (not more than 6 minutes per guest).

3

ExcellentExpress check-out with minimal wait time (not more than 4 minutes per guest)

4

Outstanding In room check-out options and express service offered with no wait time.

5

1.16 Other Arrival / Departure Aspects

23 Minimum 1-5 Guests must be provided with Official Receipt on departure.

0 M M M M M

Account reviewed and then presented in an envelope.

1

24A wide range of payment options are available including at least 3 different types of credit cards.

1

25 Offer to arrange transfer services. 2


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Dimension 2: PUBLIC AREAS

262.1 Public Areas - Decoration - Design and Quality

Unacceptable No thought given to coordinating design resulting in ad-hoc decoration.

0

Acceptable Some attempt to coordinate design and have a consistent theme.

2

Good Good quality decoration, use of wall hangings adds to overall impression.

4

Very Good Coordinated design, a professional standard is achieved.

6

Excellent Excellent standard of coordinated décor throughout all public spaces.

8

Outstanding Highest quality, unique wall hangings on display, outstanding design features.

10

272.2 Public Areas – Decoration - Condition and Maintenance

UnacceptableVery old, faded, damaged wall coverings, peeling, grubby marks, evidence of neglect.

0

AcceptableAmateurish application of wallpaper/paint, tired look, damage is evident and several minor repairs are needed.

2

GoodSome aging still evident, maintenance practices are noted and 1 or 2 minor repairs are needed.

4

Very Good Very good condition with a few scratches and marks evident.

6

Excellent No major scratches or marks, overall an excellent quality throughout.

8

Outstanding No evidence of wear and tear, in as new condition throughout.

10

282.3 Public Areas - Furniture – Quality


12

Unacceptable Uncomfortable furniture that is made of poor materials, or no furniture used.

0

Acceptable Mismatched furniture that is not particularly comfortable.

1

GoodMay be older furniture or newer lower quality coordinated furniture, durable materials are used.

2

Very GoodVery good quality furniture, high levels of comfort, easy and attractive seating arrangements.

3

ExcellentExcellent furniture quality, great degree of comfort, attractive and highly-coordinated.

4

OutstandingHighest quality furniture in outstanding condition; or antique furniture of highest quality.

5

292.4 Public Areas - Furniture – Condition

UnacceptableScratched and badly damaged furniture, loose arms and legs, stained, dirty upholstery or no furniture used.

0

Acceptable Occasional marks, in need of minor repair, acceptable condition.

1

Good

Good level of condition throughout most of the public areas. Some public spaces may not display a range of furniture.

2

Very GoodVery good condition of furniture, with only some minor signs of wear and tear throughout the public areas.

3

Excellent Excellent furniture condition throughout the resort.

4

OutstandingFurniture in outstanding as new condition, conveniently located throughout the resort.

5

30 2.5 Public Washroom - Quality

Unacceptable Poor quality throughout, aged basin and bowl, not fit for purpose.

0


13

Acceptable Aging fixtures, rough finish no additional space.

1

Good Good quality fixtures, standard design, limited space.

2

Very Good Very good, high quality basin, superior design, ample bench room.

3

Excellent Excellent quality of fittings, basin and bowl decoration is to a high standard.

4

Outstanding Outstanding quality, designer tap ware, ample space.

5

312.6 Public Washroom - Condition and Cleanliness

Unacceptable Basin chipped or damaged, paintwork chipped, flaking, dirty condition.

0

Acceptable Older condition, but clean and usable. 1

Good Some signs of wear and tear, ageing tap ware, but signs of regular cleaning.

2

Very GoodVery good condition, few signs of wear and tear, regular servicing even during busy periods.

3

ExcellentMinor scratches are barely visible, always clean and tidy and in excellent condition.

4

Outstanding Outstanding condition, no marks or chips, as new condition.

5

32 2.7 Public Areas - Room Climate

Minimum 1-5

All public areas are ventilated or have temperature control initiatives and maintain a temperature between 20-30 degrees year round; except in areas where elevation is 2000 ft. above sea level.

0 M M M M M

332.8 Public Areas - Lighting – Quality


14

UnacceptableLow quality lighting, bare bulbs with no shades, dim, gloomy effect, with some dark spaces.

0

AcceptableEnough lighting for practical use, sparse, but with an even distribution of light.

1

Good Good level of illumination throughout all public areas.

2

Very GoodVery good illumination options, reading lights throughout the public areas. Multiple light switches.

3

Excellent

Excellent quality lighting. Lighting effects with use of picture lighting or special effects lighting, excellent quality fittings.

4

Outstanding

Highest quality of lighting. Designed for practical use and also effect, showing off corridor and features in public areas, e.g. mood lighting and dimming system.

5

342.9 Public Areas - Lighting – Condition

Unacceptable Poor condition, exposed wires, wobbly fittings, loose plugs.

0

Acceptable Acceptable condition of lamps, aging is evident.

1

GoodGood quality fittings, no burnt shades, any repair work to fittings is professionally done.

2

Very Good Very good condition of fittings, no repair work required.

3

ExcellentExcellent quality fittings throughout all public areas. Designer lamps used where appropriate.

4

Outstanding Highest quality of light fittings used in as new condition

5

2.10 Public Areas - Lighting – Environmental Protection

35 Environmental Sensor lighting in use that does not compromise guest safety.

3


15

36 Environmental Good use of natural lighting. 5

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

Environmental Low energy-saving bulbs used in over 75% of public areas. 5

38 2.11 Public Areas – Cleanliness

Unacceptable

Very heavy dust on surfaces, carpets badly vacuumed, cobwebs evident, litter lying around, dead insects, dirty glasses, cups on tables, dirty bathrooms.

0

Acceptable

Clean but not in high or low areas, smears on surfaces, no evidence of regular wiping/dusting. Any toilets are cleaned daily.

2

GoodEfficient vacuuming, generally good, evidence of high and low dusting, bathrooms are in good tidy condition.

4

Very Good

One or two small areas missed but overall very satisfactory cleaning process, everything is tidy. Bathrooms are cleaned regularly throughout the day as required.

6

Excellent

Tables, surfaces well-polished, no smears, excellent standard of cleanliness. Bathrooms are in excellent condition.

8

Outstanding

As new look and feel, very clean and shining surfaces, excellent attention to detail, bathrooms are always in outstanding condition throughout the day.

10

39 2.12 Gardens – Condition

UnacceptableCluttered and untidy, no evidence of maintenance requires considerable attention.

0

Acceptable Grounds are kept tidy, evidence of ground maintenance in the last 30 days. 2

Good Grounds are well maintained, and evidence of maintenance in last 7 days. 4

Very Good

Grounds are in very good condition, and where appropriate seasonal plantings are evident. Grounds are well laid out and provide a sense of space and relaxation.

6


16

Excellent

Grounds are in excellent condition, evidence of maintenance in the last 2 days; attention to detail shows walkways are well maintained.

8

Outstanding

Grounds are in pristine condition with detailed landscaping and design features. Evidence of daily maintenance and care.

10

40 2.13 Garden Furniture – Quality

UnacceptableLack of garden furniture, or of very poor quality (cheap plastic) and in awkward places.

0

AcceptableBasic furniture is used that is fit for purpose, maybe plastic or low quality wood.

1

Good Good quality furniture is used throughout and placed appropriately.

2

Very Good

Very good quality furniture used throughout the garden, e.g. woven furniture with comfortable cushions or mattresses.

3

ExcellentExcellent quality furniture that suits surroundings and fits with overall theme.

4

OutstandingDesigner quality furniture, outstanding variety and comfort, creating unique spaces for relaxation.

5

41 2.14 Garden Furniture – Condition

Unacceptable Broken garden furniture or in otherwise poor condition.

0

AcceptableFunctional furniture in acceptable condition; some furniture may be old, wobbly, stained or discoloured.

1

Good Good, but used condition, some repairs are evident, solid stand.

2

Very Good Very good condition, professional repairs.

3

Excellent Excellent condition, no stains and discolouration.

4


17

Outstanding Garden furniture in outstanding as new condition.

5

422.15 Garden Plants and Watering

Environmental

No thought given to the operational watering requirements of plants and water, recycling is not part of the operational planning.

0

Environmental Minor use of local plants. 2

Environmental Extensive use of local plants. 4

43 Environmental Plants watered in morning/evening to conserve water.

1

Environmental Limited use of rain water or grey water for watering plants.

2

Environmental Extensive use of rainwater and grey water for watering.

3

Dimension 3: BEDROOM

44 3.1 Room Size

Minimum 1 Size including bathroom ≥ 16 sq. m 4 m





45

3.2 Suites – Availability

(Note: Suites shall have a Master’s bedroom, pantry, separate living room and en-suite bathroom with enclosed shower and telephone ext. in bathroom)

Minimum 4 2% of rooms are suites. 3 m


18

Minimum 5 5% of rooms are suites. 5 m

463.3 Rooms for Persons with Disabilities (PWD) - Availability

Minimum 1-5

One PWD room for every 50 up to 150 rooms, and 1 for every 100 rooms thereof, for less than 50 rooms at least one PWD room.

0 M M M M M

47 3.4 Bedroom - Space & Comfort

UnacceptableFloor space has obstacles that can cause injury to guests, furniture too large or too small, may be less than 2.4 meters.

0

Acceptable

Doors and drawers can be opened freely without moving furniture, may still have cluttered feel, impression is fair, ceiling height is at least 2.4 meters.

2

Good

Good amount of space to move freely carrying a suitcase, there may be some restrictions and a chair may serve dual purposes.

4

Very GoodBedrooms are well planned for ease of movement, no major obstacles to move around, easy access to all facilities.

6

Excellent

Generous space to allow comfortable relaxation and comfortable in room dining, ease of access with a suitcase to all wardrobes and cupboards.

8

Outstanding

Luxurious space designed for relaxation and efficiency of movement. Ample free space with furniture in suitable and convenient places.

10

48 3.5 Bedroom – Sound Proofing

Unacceptable No attempt to provide any sound proofing.

0

Acceptable

Any adjoining room has one door and is not sound proofed and curtains are thin and provide very limited sound proofing.

2


19

GoodGood level of sound proofing, lined curtains are in place and building design assists sound proofing.

4

Very GoodVery good sound proofing materials are used; heavy curtains and floor coverings reduce noise.

6

ExcellentExcellent level of sound proofing, including double glazing and other methods to reduce external noises.

8

Outstanding Outstanding sound proofing design to ensure quiet enjoyment of space.

10

49 3.6 Bedroom – Noise Levels

UnacceptableSignificant external noise and noise from other rooms that makes sleeping or peaceful enjoyment difficult.

0

Acceptable Noise from outside is variable, noise from neighbouring rooms is audible.

2

GoodExternal noise from other rooms and from outside is heard but is not significant.

4

Very Good

No intrusive noises from other rooms, occasional loud noises are still audible from time to time. Noise should not be more than 70 decibels as measured by the pillow position on the bed.

6

Excellent Noise should not be more than 60 decibels.

8

Outstanding Noise should not be more than 50 decibels.

10

503.7 Bedroom – Bed Mattress - Quality

UnacceptableSofa beds are not acceptable as permanent bed spaces, mattresses less than 4 inches.

0

AcceptableFoam mattress, chip board base or similar, shallow innerspring or mattress greater than 4 inches.

2

GoodHigh density foam, 8 inches timber base, shallow innerspring, 6 inch mattress.

4

Very Good Standard coil, comfort layers may have pillow top, 8 inch mattress.

6


20

ExcellentCoil spring or equivalent, separate mattress top, Mattress protectors (bed pad) and pillow protectors / slips.

8

Outstanding

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

10

513.8 Bedroom – Bed Mattress - Condition

UnacceptableRipped or badly stained mattress, springs coming through, uncomfortable and lumpy.

0

AcceptableSmall tears, fabric shows signs of aging, weakening of mattress edges, minor stains

2

Good Good condition, good support throughout.

4

Very Good Very good condition, no stains or tears, evidence of good maintenance.

6

Excellent Excellent condition, very little wear and tear.

8

Outstanding Outstanding or as new condition. 10

523.9 Bedroom - Bedding & Linen - Quality

Unacceptable Thin sheets do not properly fit the bed. 0

Acceptable Thinly woven cotton, no tears or rips. 2

Good Thinly woven cotton or poly cotton sheets of good quality.

4

Very GoodMedium weave cotton, in very good condition, should have minimum 250 thread count.

6

Excellent All linen excellent quality should have minimum 300 thread count.

8


21

OutstandingAll linen outstanding quality should have minimum 300 thread count or silk linen or similar.

10

533.10 Bedroom - Bedding & Linen - Condition

Unacceptable Sheets with large stains, holes, faded and damaged.

0

Acceptable Sheets with no tears or rips, in a clean condition.

2

Good Linen in good condition, evidence of good laundry practices.

4

Very Good Linen in very good and crisp condition. 6

Excellent All linen in excellent condition. 8

Outstanding All linen in as new condition. 10

543.11 Bedroom – Pillows – Quality / Condition

Unacceptable Lumpy pillows, too hard, too soft, out of shape and/or in other poor condition.

0

Acceptable Clean, basic pillows, acceptable quality, average firmness/softness.

2

Good Good quality pillows, with pillow protectors.

4

Very Good Very good pillows, at least 2 per sleeping position.

6

Excellent A range of excellent pillows available. 8

Outstanding A pillow menu is available with pillows in as new condition.

10


22

55 3.12 Bedroom – Lighting - Quality

Unacceptable Cracked light switches, lights without shades or lamps.

0

Acceptable Light switch by main door only; acceptable illumination of bedroom.

2

Good Good lighting illumination, bedside table lamps, variety of lighting options.

4

Very GoodRoom has very good lighting, multiple switches and very good quality fittings, two bedside lamps.

6

ExcellentDesigner lamps and excellent levels of lighting to create different moods, directional bedside lamps.

8

Outstanding Architectural design of lighting is evident. The best available.

10

563.13 Bedroom - Lighting - Condition

Unacceptable Lights not working, bulbs need replacing.

0

Acceptable Acceptable condition of lamps, some bulbs not working.

2

Good

No burnt shades, aging lamps but effective. Minor maintenance work around fittings into the wall may be required.

4

Very GoodVery good condition of fittings, coordinated approach to lighting. No repair work needed around fittings.

6

ExcellentFittings throughout bedroom in as new condition, with a few minor marks evident after close inspection.

8

Outstanding Fittings throughout the bedroom in as new condition.

10

573.14 Bedroom - Lighting – Environmental Protection


23

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

3

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

5

All rooms must have windows with a view.

5

58 3.15 Bedroom Curtains - Quality

Unacceptable Unlined fabric of low quality, exposed tracking.

0

Acceptable Fabric unlined of acceptable quality, plastic blinds.

2

Good Curtains /shades full length, good quality, easy to draw.

4

Very Good Curtains/shades, coordinated, blackout quality, well-coordinated.

6

Excellent Thick quality curtains/shades, with total blackout.

8

OutstandingOutstanding quality, custom design, functional and decorative, may be motorised.

10

593.16 Bedroom Curtains - Condition

Unacceptable Curtains or blinds do not fit, have major stains and marks.

0

AcceptableCurtains/shades just cover windows; a number of minor stains/marks are evident.

2

Good Curtains /shades in good condition may be one minor mark.

4

Very Good Curtains/shades in very good condition. 6

Excellent Excellent condition, fullness of materials.

8


24

Outstanding As new condition, luxurious, no wear and tear evident.

10

603.17 Bedroom - Floor Coverings - Quality

UnacceptableFloor tiles or carpets do not cover the main floor space they were intended to cover.

0

Acceptable Floor covering is acceptable with low grade tiles or coverings.

2

Good Good quality floor coverings, standard tiles, quality timber floors.

4

Very Good Floor covering of very good quality, well-coordinated with room design.

6

Excellent Floor covering of excellent quality, contemporary tiles or wool carpets.

8

Outstanding Exceptional quality, custom design flooring, polished woods or luxurious plush carpets with density of 42 oz.

10

613.18 Bedroom - Floor Coverings - Condition

Unacceptable Largely stained coverings, large holes, dirty, cracked and badly damaged tiles.

0

Acceptable Some stains and discoloration is acceptable, chipped tiles.

2

GoodFloor coverings, in good condition, amateurish application for any areas that are fixed.

4

Very Good Floor covering in very good condition, professional fixing of any wear and tear.

6

Excellent Floor covering in excellent condition, no stains are visible.

8

Outstanding Floor coverings in as new condition. 10


25

623.19 Bedroom - Temperature Control - Quality

Unacceptable Ineffective cooling system. 0

AcceptableWindow-based cooling system; fan available for additional cooling, acceptable air circulation.

2

Good Good cooling system, good air circulation, split-unit type.

4

Very Good Very good and effective cooling operation.

6

ExcellentPersonal control of air temperature, windows well insulated, excellent air flow.

8

OutstandingRoom pre cooled for arrival or very fast cooling system available, Highest quality unit or system in place.

10

633.20 Bedroom - Temperature Control - Condition & Maintenance

UnacceptableBroken windows, cracked glass, draughty, fan air conditioning not working.

0

Acceptable Window opens and closes easily, fan in acceptable condition.

2

Good Good cooling system, air conditioning unit older but operates effectively.

4

Very GoodNoise levels are acceptable for guest comfort (70db), split-unit with working remote control.

6

Excellent Quiet operation with remote control (60db and lower).

8

OutstandingNo intrusive noise from unit, very quiet operation with remote control (50db and lower), in as new condition.

10

64 3.21 Bedroom – Furniture - Quality


26

UnacceptableNo chair, no bedside table or made of material that is not suitable for this purpose.

0

Acceptable

One chair, one bedside table, aged materials, medium density fiber board materials, no coordination, repairs evident.

2

GoodTwo bedside tables, some attempt at coordination. Good quality furniture, timber veneers, glass tops may be used.

4

Very Good Very good quality furniture, good range, solid woods, polished edges.

6

Excellent Excellent quality and range. Custom designed.

8

OutstandingDesigner furniture that helps create a refined ambience for the room, the best available furniture is used.

10

653.22 Bedroom - Furniture – Condition

Unacceptable Cracked, broken furniture, poorly repaired.

0

Acceptable Acceptable condition, some significant scratches and repairs are evident.

2

Good Furniture in good condition, any repairs done professionally.

4

Very Good Very good condition of furniture, only a few minor marks are visible.

6

Excellent Excellent condition, little wear and tear is evident.

8

Outstanding In as new condition. 10

3.23 Bedroom - Accessories and Amenities available

66 Electronic key card locking system. 5


27

67 Environmental Key card power system. 5

68Door chain or security device such as peep hole to view visitors

2

69Small mirror – at least 24 inches by 12 inches.

1

Medium mirror – at least 31 inches by 16 inches.

2

Big mirror – at least 47 inches by 24 inches.

3

Full length mirror – at least 70 inches by 24 inches.

4

70 Additional second mirror. 1

71Coat hangers – 3 per person minimum – wire.

1

Coat hangers – 3 per person minimum – plastic.

2

Coat hangers – 3 per person minimum – wooden.

3

72 Open shelve wardrobe (no doors). 1

Small size wardrobe (24inches minimum width).

2

Adequate size wardrobe (35inches minimum width).

3

Standard size wardrobe (47inches minimum width).

4


28

Spacious wardrobe (59inches minimum width).

5

73 Drawers or enclosed shelf space . 1

74 Portable luggage rack. 1

Defined luggage rack – permanent. 2

75 Central safe at reception only. 1

Small safety deposit box in room, functional and securely bolted.

2

Safety deposit box in room, large enough for 13” laptop, functional and securely bolted.

4

76 Daily newspaper delivered to room. 1

77 Minimum 1-5 Drinking water and one glass per guest. 0 M M M M M

78 Minimum 3-5 Tea/coffee facilities in room. 2 m m m

79 Minimum 3-5 Telephone provided in each room with direct dial.

2 m m m

80 Clock/Radio/Wake up service. 1

81 Minimum 2-5 In room compendium with basic information on emergency contacts.

1 m m m m

Minimum 3-5In room compendium with extended information including mini bar price lists and restaurant menu.

2 m m m


29

Minimum 4-5In room compendium with extensive regional information on what to see and do for tourists.

3 m m

82 Refrigerator, clean and in working condition.

3

Refrigerator with serviced mini bar. 5

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

1

TV with small screen size (< 20 inches) with functional remote control.

2

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

3

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

4

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

5

84Multichannel options with Philippine travel channels .

1

85Multichannel options with at least 3 international news channels.

1

86DVD player / Home theatre / Pay Movie channels.

1

87 On screen property information. 1

88 On screen messaging and accounts. 1


30

89In room internet connections (WLAN or wired).

2

Free In room internet connections (WLAN or wired).

3

90Flashlight or illuminated light switches in room.

1

91Laundry bag in room and service available.

1

Express laundry service available (24 hour return service).

2

92 Ironing service available. 1

Iron and board in room available. 2

3.24 Bedroom - Cleanliness

93 Minimum 1-5 All rooms are cleaned daily and all beds are made daily.

0 M M M M M

94 Minimum 1-5 Waste bin provided and emptied daily. 0 M M M M M

95Mattresses are labelled and periodically turned.

2

96 UnacceptableHeavy dust on surfaces, paper and other dirt are not picked up, unpleasant smells.

0

Acceptable Surfaces are basically clean. 3

Good Efficient vacuuming, good condition overall.

6

Very Good Very thorough cleaning process, no evidence of dust or smears.

9

Excellent Overall very satisfactory cleaning, excellent attention to detail.

12

Outstanding As new look and feel, very clean and shining surfaces.

15


31

Dimension 4: BATHROOM4.1 Bathroom – Minimum Requirements

97 Minimum 1-5Baths and/or showers with functioning hot and cold water. Hot water reaches 38 degrees in 20 seconds.

0 M M M M M

98 Minimum 1-5 Toilet system in working order. 0 M M M M M

99 4.2 Bathroom - Shower/Bath - Quality

Unacceptable Small shower with weak or no pressure, taps of low quality. 0

Acceptable Lightweight shower curtain, not well-coordinated tap ware. 2

Good Good quality fixtures, good quality curtain, shared shower/bath. 4

Very Good

Standard tiled walls, framed shower screen or designer curtain, mixers provide constant water flow at even temperature.

6

Excellent

Tiled, framed shower screen or designer curtain with high quality porcelain bath, matching and coordinated style, highly responsive water pressure and temperature.

8

OutstandingFrameless shower screen, designer shower enclosure, highest quality bath if provided, luxurious quality finishings.

10

100 4.3 Bathroom – Shower/Bath – Condition / Maintenance

UnacceptableBath or shower enamel cracked, holes visible, shower head broken, spray uneven and poorly distributed.

0

Acceptable

Aging fixtures, rough amateurish grouting/sealant, bath floor may be lumpy and uneven. Tiles may still be chipped.

2

Good

No evidence of moulds, good overall condition, minor chips or repairs may be still needed, bath floor is even and well maintained.

4

Very GoodVery good condition, any repairs were done professionally and do not require further attention.

6


32

Excellent Excellent condition throughout. 8

Outstanding As new condition . 10

101 4.4 Bathroom – Basin - Quality

Unacceptable Basin plastic or poly-marble, taps of low quality.

0

Acceptable Aging fixtures, rough amateurish grouting no additional bench space.

2

GoodGood quality fixtures, standard design, limited bench space to place personal toiletry.

4

Very GoodVery good, high quality basin, superior design, ample bench room for all personal toiletry.

6

Excellent Excellent quality, generous space for all personal toiletry, quality brand tap ware.

8

Outstanding Outstanding quality, often double basin, designer tap ware, ample space.

10

1024.5 Bathroom - Basin – Condition / Maintenance

Unacceptable Basin chipped or damaged, tap does not provide a consistent flow of water.

0

Acceptable Older condition, but clean and usable. 2

Good Some signs of wear and tear, aging tap ware.

4

Very Good Very good condition, few signs of wear and tear, minor scratches.

6

Excellent Excellent quality. No marks or chips. 8


33

Outstanding Outstanding condition, as new condition.

10

103 4.6 Bathroom - Toilet - Quality

Unacceptable Cheap plastic toilet seat and/or cover that doesn’t fit.

0

Acceptable Good quality plastic seat that is functional.

2

Good Good quality solid seat. 4

Very Good Strong solid material of durable nature. 6

Excellent Solid construction, wall hung seat. 8

Outstanding Solid construction with designer features evident.

10

1044.7 Bathroom – Toilet – Condition / Maintenance

UnacceptableLeaks from flushing evident on floor, stained seat, flush mechanism does not work properly.

0

Acceptable No leaks and acceptable condition, clean and usable.

2

Good Good condition, repairs evident. 4

Very Good Very good condition, minor wear and tear evident.

6

Excellent Excellent condition, spotless appearance.

8

Outstanding As new condition. 10


34

1054.8 Bathroom – Decoration - Quality

Unacceptable Poor quality throughout, uncoordinated mix of tiles.

0

Acceptable Adequate materials, panelling with gaps evident. Small space.

2

Good Good quality, basic painting, limited use of colour or themes.

4

Very Good Very good quality, no visible joins, well coordinated design.

6

Excellent Excellent quality, may be constructed of marble or granite finish.

8

OutstandingHighest quality decoration, grouting excellent condition, ceiling finish is of highest quality.

10

1064.9 Bathroom – Decoration - Condition / Maintenance

Unacceptable Paintwork chipped, flaking, dirty condition, mould on walls and ceiling.

0

AcceptableAcceptable condition, clean but with dated materials, may still be some evidence of mould issues.

2

Good Good condition, evidence of repair work. 4

Very GoodVery good condition, any repair work has been professionally completed and no maintenance is required.

6

Excellent Well maintained, in excellent condition. 8

Outstanding Decoration in as new condition. 10

1074.10 Bathroom- Towels – Quality and Cleanliness


35

Unacceptable Towels are thin, ripped and in poor condition, major stains.

0

Acceptable Towels are thin but clean and in acceptable condition.

2

Good Greater range of towels of average quality

4

Very GoodVery good range of towels including bathmat, face towel, bath towel and hand towel

6

Excellent Excellent range of towels of thick cotton, 90-100% cotton

8

Outstanding Highest, plush range of towels in as new condition, 100% cotton

10

1084.11 Bathroom – Space and Comfort

Unacceptable Space is too small for comfort. 0

Acceptable Space is limited but usable. 2

GoodGood space, ability to dry yourself in bathroom without touching bathroom walls

4

Very Good Very good space, area to place clothes and ample space for personal toiletry

6

ExcellentExcellent bathroom space, ability for two people to easily move around the bathroom

8

Outstanding Generous and outstanding space, the best available

10

1094.12 Bathroom – Overall Cleanliness

Unacceptable

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

0


36

Acceptable Surfaces in acceptable condition. 4

Good Efficient cleaning; surfaces show cleaning practices.

8

Very Good Very satisfactory cleaning process, fresh smell.

12

ExcellentNo evidence of dust or smears, enamel gleaming, no sign of mould or mildew and sealed toilet seat.

16

OutstandingAs new look and feel, very clean and shining surfaces, excellent attention to detail.

20

4.13 Toiletries - Availability

110 Minimum 1-5 Toilet paper provided. 0 M M M M M

111 Unacceptable Soap or toiletries from previous guest are evident.

0

Acceptable Soap only provided. 1

Good Greater range of toiletries including hair shampoo and shower/bath gel.

2

Very GoodStrong range of toiletries of very good quality including body lotion, ear buds, etc.

3

Excellent Excellent range of branded toiletries (incl. dental care kit, nail care kit).

4

Outstanding Highest quality toiletries with extensive range.

5

4.14 Bathroom – Amenities - Availability

112 Bidet. 4


37

113 Functional hairdryer. 2

114 Magnifying mirror. 2

115 Weighing scales. 2

116 Bath robe / gown. 1

117 Slippers. 1

118 Shoe mitt / horns. 1

4.15 Bathroom – Environmental Protection

119 Environmental Dual flush toilet system or similar to conserve water.

3

120 Environmental Flow regulators on shower/taps to conserve water.

3

121 Environmental Bulk dispensers or biodegradable packaging used for soaps, shampoos.

3

122 EnvironmentalTowel and linen policy promotes conservation and gives guest choice regarding frequency of cleaning.

3

Dimension 5: FOOD AND BEVERAGE

5.1 Food and Beverage – Availability of Restaurants

123 Minimum 1-5 Breakfast room available. 0 M M M M M

124 Minimum 3-5 Full service restaurant open 7 days a week (including breakfast).

10 m m m

125 Minimum 4-5 Additional Specialty Restaurant / Fine Dining.

10 m m


38

1265.2 Food and Beverage – Options available

Unacceptable Non-availability of several food dishes and/or drinks.

0

Acceptable Fast food / instant coffee/drinks, up to 20% unavailable.

4

GoodLimited choice of basic dishes / buffet, up to 10% all food dishes and/or drinks on the menu are available.

8

Very GoodA-la-carte menu, fresh fruits & vegetables, selection of wines/beers, only 5% of menu items not available.

12

ExcellentExceptional a-la-carte menu, availability of all food dishes and drinks/wines on the menu.

16

OutstandingA-la-carte menu of outstanding variety of special cuisine (fine dining, fresh juices, extensive wine list).

20

1275.3 Food and Beverage – Service Quality

Unacceptable

No welcoming greeting, limited table clearing, stains on tables/chairs, lack of attention, wait time greater than 30 minutes.

0

AcceptableFriendly, but not necessarily professional service, basic knowledge of foods/beverages on the menu.

4

Good Attentive behaviour of waiting staff, quick table clearing service.

8

Very GoodVery good and attentive service, service checks during meal to ensure satisfaction

12

Excellent Excellent service, efficient food clearing, prompt and polite service during meal.

16

Outstanding Outstanding service, the best available. 20

1285.4 Restaurant - Decoration & Furniture - Quality


39

UnacceptableTables and chairs are insufficient for the number of guests, uncomfortable seating.

0

AcceptableTables and chairs are mismatched but functional, vinyl seating with minimal comfort, plastic chairs.

2

GoodGood quality, tables and chairs, brushed metal, glass, laminate materials, limited design and coordination.

4

Very Good Very good quality, solid timbers or contemporary cane, coordinated design.

6

ExcellentExcellent quality, high grade fabrics, coordinated design, linen table cloths, ergonomic design.

8

Outstanding Luxurious feel, highest quality table and chairs, linen cloths and napkins.

10

1295.5 Restaurant - Decoration & Furniture - Condition

UnacceptableVery old, faded, wobbly stand, damaged, peeling, grubby marks, evidence of neglect, damaged, marked, scratched.

0

Acceptable

Amateurish application of wallpaper/paint, furniture in average condition with signs of wear and tear, solid stand of tables and chairs.

2

Good Good condition, some repair work evident.

4

Very GoodVery good condition, professional decoration, only minor marks showing on tables and chairs.

6

Excellent Excellent condition, no scratches or chips.

8

Outstanding Meticulous condition, no evidence of wear and tear.

10

1305.6 Restaurant – Crockery, Cutlery, Glassware - Quality

Unacceptable Incomplete table settings. 0


40

Acceptable Basic crockery and cutlery, fork and spoon only, adequately laid out tables.

2

Good Good quality cutlery, well laid out table setting.

4

Very Good Very good table setting, good quality glassware, solid cutler.

6

ExcellentExcellent range and condition of crockery, high standard of glassware and cutlery.

8

Outstanding

Outstanding table settings, fine china or similar in use, silver cutlery or similar, crystal glassware or similar outstanding quality.

10

1315.7 Restaurant – Crockery, Cutlery, Glassware - Cleanliness

Unacceptable Dirty chipped glassware, stained crockery.

0

AcceptableCrockery and cutlery are clean and mismatched, water marks may be visible.

2

Good Good level of cleanliness, no major chips or marks, coordinated cutlery.

4

Very Good Very good level of cleanliness and polished cutlery.

6

Excellent Excellent level of cleanliness, glassware is in pristine condition with no smears.

8

Outstanding Outstanding in as new condition for all crockery and glassware. Polished cutlery.

10

132 5.8 Restaurant – Space and Comfort

Unacceptable Very crowded, cramped, uncomfortable, loud noise, unpleasant atmosphere.

0


41

Acceptable Comfortable but crowded, difficult access for customers and servers.

4

GoodA certain amount of noise and activity, comfortable temperatures, tables too close for private conversation.

8

Very Good Very good standard of comfort, private conversations are possible.

12

Excellent Well thought out table layout, no intrusive noise or smells.

16

OutstandingOutstanding environment and highest levels of comfort, one of the best available.

20

5.9 Kitchen - Quality of Appliances

133 Minimum 1-5 Compliance with Health and Sanitation Code of the Philippines.

0 M M M M M

134 Unacceptable Old appliances, untidy, but adequate range.

0

Acceptable Acceptable appliances, may be older but in working condition.

2

Good Well-designed kitchen and good layout. Appliances easily accessible.

4

Very GoodObvious design features designed to ensure efficiency. Very good standard of appliances.

6

ExcellentExcellent layout and professionally designed and staffed. Excellent work spaces.

8

Outstanding Outstanding kitchen environment. One of the best available. As new appliances.

10

135 5.10 Kitchen - Cleanliness

UnacceptableDirty dishes and cooking utensils, poor food handling and food storage processes.

0


42

AcceptableClean, tidy, cold storage procedures are acceptable, basic hygiene standards are followed.

4

Good Well maintained appliances and clean cooking utensils.

8

Very Good Very good standard of kitchen. Very hygienic, frequent cleaning is evident.

12

ExcellentExcellent level of cleanliness, attention to detail in all aspects of cleaning and hygiene.

16

OutstandingSpotless kitchen environment. As new appliances in appearance and cleanliness.

20

Dimension 6: AMENITIES and SERVICES

6.1 Amenities - Guest Services

136Free Internet connection available in public areas for guests.

3

137Housekeeping turndown service at night.

3

138 Minimum 1-3 Room Service availability for minimum of 12 hours.

0 M M M

Minimum 4-5 Room Service 18-24 hours. 4 m m

6.2 Amenities – Wellness Services

139Fitness centre on site with cardio machines and trained staff.

3

Fitness centre has trained staff on duty with 5 or more cardio machines.

5

140 Massage services on site. 3

141

Spa with 3 or more treatment options.

Spa services must consist of massage, body treatments and water applications.

3

Spa Services include Traditional Filipino treatments.

2


43

142 Swimming pool with lifeguard on duty. 2

Swimming pool with clean and well maintained facilities; size appropriate for resort.

5

143Sports and/or fitness equipment available for hire as appropriate to location.

1

144 Jacuzzi 2

145 Sauna / Steam room 2

6.3 Amenities – General Services

146 Gift and souvenir shop. 5

147

Tour desk. 5

148 Hairdressers / salons. 5

149Business Center (with PC, printer, photo copier, internet connection, etc).

5

150First Aid facility with trained staff on site.

5

6.4 Amenities – Recreation & Sports

151 Function room (open air, outdoor). 5

152Function room (indoor, air-conditioned).

5

153

Sight-seeing activities, land-based tours, excursions to natural / cultural attractions (museums, monuments), boat trips, island hopping, etc.

5

154Land-based sports (basket ball, volley ball, tennis, badminton, table tennis, etc).

5


44

155Water-based sports (kayaking, sailing, waterski, jet ski, snorkelling, diving, etc).

5

156Nature-based sports (hiking, biking, fishing, bird-watching, nature trails, etc).

5

157Recreational activities for families and children (games, library, playground, etc).

5

158Entertainment (beach bar, grill barbeque, live music, karaoke bar, discotheque, etc).

5

Dimension 7: BUSINESS PRACTICES7.1 Business Processes

159 Minimum 1-5 Emergency and fire evacuation procedures are followed and in place. 0 M M M M M

160 Minimum 1-5Backup generator or emergency power is available, capable of providing full power.

0 M M M M M

161Safety systems and documentation in place to respond to possible natural disasters and man-made threats.

5

162Cleaning schedules in place that show daily, weekly and seasonal cleaning and checking procedures.

5

163Maintenance plans that show plan to address major areas requiring maintenance.

5

164

Vermin/Pest control processes in place to identify and eliminate pests such as rodents, bed bugs, and cockroaches, flies etc.

5

165Risk assessment audit conducted in the last 5 years that reviews security threats to the property.

5

166 EnvironmentalEnvironmental management system in place to reduce waste with waste reduction targets.

5

167 EnvironmentalEnvironmental systems in place to reduce water with water reduction targets.

5

168 EnvironmentalEnvironmental systems in place to reduce energy with energy reduction targets.

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169 SocialTraining programme in place for staff (minimum of 3 days per staff member/year).

5

170 SocialRecruitment programme ensure local people are employed (minimum 80% from within the region).

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171 Social

Procurement process ensures local purchasing across all supply areas (minimum 30% from within the region).

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172 Environmental

Procurement process advocates Green purchasing (minimum 20% of food/ beverages, laundry services, and cosmetics procured from organic suppliers).

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173Guest complaint handling system (complaints are documented and responded to within 24 hours).

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174Refund policy (if complaints cannot be resolved to guest satisfaction, discounts or compensation will be applied).

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175Guest feedback and satisfaction monitoring system in place.

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176 Minimum 1-5

Resort meets all current regulations and legislative requirements to operate a Resort. (Air pollution, Sanitary Code, Revised Fire Code, Accessibility Law, etc).

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7.2 Barrier-free Facilities for Persons with Disabilities (PWD)

177(Accessible Tourism) For PWD Rooms, 5% of all rooms shall be designated for PWD, but not less than 2 rooms.

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178

Reception areas shall provide low and recessed or split-level counters that can both accommodate standing persons and those seated on wheelchairs.

2

179

All interior doors shall have at least a width of ninety (90) centimetres to accommodate big and motorized wheelchairs.

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180

PWD Bed rooms shall have the following: • Lever type door handles• Dual height peepholes with the

lower one at 39inches from the floor

• Light switches at maximum 47 inches from the floor

• Electrical outlets at a minimum of 18inches from the floor

• Bed height at maximum of 20inches

• Easy-to-open preferably sliding closet doors

• Dual height hanger racks with the lower rack at 55inches from the floor

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181PWD Bathrooms shall have the following:

• Toilet flooring of non-slippery surface materials even when wet

• Toilet bowls should be positioned where a vertical or climbing bar shall be positioned on the wall at 12 inches from the front tip of the toilet bowl to offer support when users pull or elevate themselves to a standing position.

• Grab bars should be placed on both sides at 28-30 inches from the floor for the safety and effective utility, the distance between the bars not exceeding 30inches

• Toilet bowls should be elevated to a range of 18-20inches from the floor.

4

182At least one Elevator with PWD-friendly features:

• Can accommodate a minimum of two (2) wheelchairs

• The exterior and interior button panels shall not exceed 47 inches from the floor

• The panel buttons shall feature Braille signs or otherwise embossed with familiar signs for those not educated in Braille.

• Speaker system shall also be in place to inform the blind to what floor the elevator is already at.

• Equipped with handrails placed in both sides at 28-30 inches from the floor

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BOOKFOUR

APPLICATION FOR ACCREDITATION

Rule IV.

AccreditationProcess

Section 1. Filing of Application. Any person, partnership, corporation or other entity desiring to operate a primary tourism enterprise as defined herein shall secure an accreditation from the Department. Application for accreditation shall be accomplished online.

Section 2. Documentary Requirements. The Department shall issue a List of Documentary Requirements to be complied with by applicants as part of the accreditation process.

Section 3. Inspection. An Inspection team shall conduct an audit of the establishment to determine its classification. An oversight committee from the Department shall conduct periodic inspection of the classified establishment.

Section 4. Validity of Accreditation. The Certificate of Accreditation shall be valid for a period of two (2) years, unless sooner revoked by the Department.

Section 5. Schedule of Fees. The Department shall issue a schedule of accreditation fees to be implemented by these Rules.

BOOK FIVE

CANCELLATIONAND/ORDOWNGRADINGOFACCREDITATION

Rule V.

Cancellationand/orDowngradingofAccreditation

Section 1. Grounds for Cancellation. Any of the following acts, omissions shall be sufficient grounds for the cancellation of accreditation:

a. Making any false declaration or statement or making use of any such declaration or statement or any document containing the same or committing fraud or any act of misrepresentation for the purpose of obtaining the issuance of accreditation;

b. Failure to comply with or contravene any of the conditions set forth in the certificate of accreditation;

c. Failure to meet the standards and requirements for the operation of the establishment as prescribed in these Rules and Regulations;

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d. Allowing or permitting the establishment or its facilities to be used for prostitution particularly those involving children or any illegal, immoral or illicit activities; and

e. Violation of or non-compliance with any of the provisions of these Rules, promulgated orders, decisions and circulars issued by the Department and other concerned government agencies.

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

BOOK SIX

SUPERVISIONOFACCREDITEDESTABLISHMENTS

Rule VI.

SupervisionofAccreditedEstablishments

Section 1. Display of DOT Accreditation Seal. The valid DOT accreditation seal shall be displayed in a conspicuous place of the establishment.

Section 2. Non-Transferability of DOT Accreditation Seal. The rights and privileges over the accreditation shall be non-transferable.

Section 3. Periodic Inspection. The Department may send an inspection team to the establishment for the purpose of finding out whether it is being kept and/or managed in a manner conformable to the standards set by the Department. The inspection shall be conducted at a reasonable time of the day with due regard and respect accorded to the right to privacy of parties concerned.

Section 4. Defects and Deficiencies Found During the Inspection. Where certain defects and deficiencies have been found in the course of inspection, the Department shall give direction to the keeper, manager or operator to rectify the defects or deficiencies within a reasonable period of time.

Section 5. Penalty for Failure to Remedy the Defects, etc. If the management fails to remedy the defects or deficiencies, the Department may withdraw the certificate of accreditation of the establishment.

Section 6. Advertisements. All DOT accredited hotels, resorts and apartment hotels which shall advertise its business or services through print media must specify in the advertisement item itself the DOT accreditation number.

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BOOK SEVEN

OTHERPROVISIONS

Rule VII.

MiscellaneousandTransitoryProvisions

Section 1. Confidential Character of Certain Data. Information and documents received or filed with the Department in pursuance of the requirements of these Rules shall be treated as confidential and shall not be divulged to any private party without the consent of the party concerned.

Section 2. Circulars. The Department shall from time to time, issue relevant memoranda and circulars for proper implementation of the provisions of these Rules.

Section 3. Separability Clause. The provisions of these Rules are hereby declared separable, and in the event that any one or more of such provisions are declared invalid, the validity of all other provisions shall not be affected thereby.

Section 4. Repealing Clause. All existing Rules and Regulations or Circulars issued by the Department of Tourism which are inconsistent with the provisions of these Rules, are hereby repealed and/or modified accordingly.

Section 5. Effectivity. These Rules and Regulations shall take effect immediately.

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

(SGD.) RAMONR.JIMENEZ,JR. Secretary

ATTESTED:

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

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