resort accreditation guidelines in the philippines

8/20/2019 Resort aCCREDITATION GUIDELINES IN THE PHILIPPINES

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TABLE OF CONTENTS

BOOK ONE - GENERAL PROVISIONS

Rule I. Denition and Basic Guidelines

Section 1. Title .......................................................................................... 1

Section 2. Denition of Terms ................................................................... 1

BOOK TWO - STAR GRADING SYSTEM

Rule II. Star Grading System for Hotels, Resorts and Apartment Hotels

Section 1. Five Star Grading System ...................................................... 3

BOOK THREE – ACCREDITATION STANDARDS

Rule III. Accreditation Standards for Resorts

Dimension 1. ARRIVAL / DEPARTURE R

1.1 Building – Appearance ................................................... 5

1.2 Building - Design and Construction Quality ..................... 5

1.3 Building - Condition (wear and tear) ................................ 5

1.4 Entrance / Exit & Parking ................................................ 6

1.5 Transport ....................................................................... 6

1.6 Security .......................................................................... 7

1.7 Reception – Service Hours.............................................. 7 1.8 Reception – Size ............................................................. 7

1.9 Reception - Seating Area ................................................ 8

1.10 Check-in Process ........................................................... 8

1.11 Luggage Services............................................................ 9

1.12 Porter Services ................................................................ 9

1.13 Reception Staff – Appearance ......................................... 9

1.14 Reception – Service Quality ............................................ 9

1.15 Reception Services – Check-out ..................................... 10

1.16 Other Arrival / Departure Aspects .................................... 10

Dimension 2: PUBLIC AREAS

2.1 Public Areas - Decoration - Design and Quality .............. 11

2.2 Public Areas – Decoration - Condition and

Maintenance ......................................................... 11

2.3 Public Areas - Furniture – Quality.................................... 11

2.4 Public Areas - Furniture – Condition................................ 12

2.5 Public Washroom – Quality ............................................. 12

2.6 Public Washroom – Condition and Cleanliness ............. 13

2.7 Public Areas - Room Climate .......................................... 13

2.8 Public Areas – Lighting – Quality..................................... 13


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2.9 Public Areas – Lighting – Condition................................. 14

2.10 Public Areas – Lighting – Environmental Protection........ 14

2.11 Public Areas – Cleanliness ............................................. 15

2.12 Gardens - Condition ........................................................ 15

2.13 Garden – Furniture – Quality ........................................... 16

2.14 Garden – Furniture – Condition ....................................... 16

2.15 Garden Plants and Watering ........................................... 17

Dimension 3: BEDROOM

3.1 Room Size ....................................................................... 17

3.2 Suites - Availability .......................................................... 17

3.3 Rooms for Persons with Disabilities (PWD) –

Availability ............................................................. 18

3.4 Bedroom – Space and Comfort ....................................... 18

3.5 Bedroom – Sound Proong ............................................ 18

3.6. Bedroom – Noise Levels ...................................................... 19 3.7 Bedroom – Bed Mattress – Quality ................................. 19

3.8 Bedroom – Bed Mattress – Condition ............................. 20

3.9 Bedroom – Bedding & Linen Quality ............................... 20

3.10 Bedroom – Bedding & Linen Condition ............................ 21

3.11 Bedroom – Pillows – Quality/Condition ........................... 21

3.12 Bedroom – Lighting – Quality .......................................... 22

3.13 Bedroom – Lighting – Condition ..................................... 22

3.14 Bedroom – Lighting – Environmental Protection ............. 22

3.15 Bedroom Curtains – Quality ............................................ 23

3.16 Bedroom Curtains – Condition ........................................ 23

3.17 Bedroom – Floor Coverings – Quality ............................. 24

3.18 Bedroom – Floor Coverings – Condition ........................ 24

3.19 Bedroom – Temperature Control – Quality ..................... 25

3.20 Bedroom – Temperature Control – Condition and

Maintenance ......................................................... 25

3.21 Bedroom – Furniture – Quality ............................................ 25

3.22 Bedroom – Furniture – Condition .................................... 26

3.23 Bedroom – Accessories and Amenities available ............ 26

3.24 Bedroom – Cleanliness ................................................... 30

Dimension 4: BATHROOM

4.1 Bathroom – Minimum Requirements ............................... 31

4.2 Bathroom – Shower/Bath - Quality .................................. 31

4.3 Bathroom – Shower/Bath - Condition/Maintenance ....... 31

4.4 Bathroom – Basin - Quality ............................................. 32

4.5 Bathroom – Basin – Condition/Maintenance ................... 32

4.6 Bathroom – Toilet – Quality ............................................. 33

4.7 Bathroom – Toilet – Condition/Maintenance .................... 33

4.8 Bathroom – Decoration – Quality .................................... 34

4.9 Bathroom – Decoration – Condition/Maintenance........... 34


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4.10 Bathroom – Towels – Quality and Cleanliness ................ 34

4.11 Bathroom – Space and Comfort ...................................... 35

4.12 Bathroom – Overall Cleanliness ...................................... 35

4.13 Toiletries – Availability ..................................................... 36

4.14 Bathroom – Amenities – Availability ................................ 36

4.15 Bathroom – Environmental Protection............................. 37

Dimension 5: FOOD AND BEVERAGE

5.1 Food and Beverage- Availability of Restaurants ............ 37

5.2 Food and Beverage – Options available ......................... 38

5.3 Food and Beverage – Service Quality............................. 38

5.4 Restaurant – Decoration and Furniture – Quality ............ 38

5.5 Restaurant – Decoration & Furniture – Condition .......... 39

5.6 Restaurant – Crockery, Cutlery, Glassware – Quality .... 39

5.7 Restaurant – Crockery, Cutlery, Glassware –

Cleanliness ........................................................... 40 5.8 Restaurant – Space and Comfort .................................... 40

5.9 Kitchen – Quality of Appliance......................................... 41

5.10 Kitchen - Cleanliness....................................................... 41

Dimension 6: AMENITIES AND SERVICES

6.1 Amenities – Guest Services .............................................. 42

6.2 Amenities – Wellness Services ......................................... 42

6.3 Amenities – General Services ........................................... 43

6.4 Amenities – Recreation & Sports ...................................... 43

Dimension 7: BUSINESS PRACTICES

7.1 Business Processes .......................................................... 44

7.2 Barrier-free Facilities for Persons with

Disabilities (PWD) ................................................. 45

BOOK FOUR – APPLICATION FOR ACCREDITATION

Rule IV. Accreditation Process

Section 1. Filing of Application ................................................................. 47

Section 2. Documentary Requirements.................................................... 47

Section 3. Inspection ................................................................................. 47

Section 4. Validity of Accreditation ............................................................ 47

Section 5. Schedule of Fees .................................................................... 47


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BOOK FIVE – CANCELLATION AND/OR DOWNGRADING OF ACCREDITATION

Rule V. Cancellation and/or Downgrading of Accreditation

Section 1. Grounds for Cancellation....................................................... 47

Section 2. Procedure for Cancellation and/or

Downgrading of Accreditation ........................................ 48

BOOK SIX – SUPERVISION OF ACCREDITED ESTABLISHMENTS

Rule VI. Supervision of Accredited Establishments

Section 1. Display of DOT Accreditation Seal ....................................... 48

Section 2. Non-Transferability of DOT Accreditation Seal ...................... 48

Section 3. Periodic Inspection ................................................................. 48

Section 4. Defects and Deciencies Found During the Inspection.......... 48

Section 5. Penalty for Failure to Remedy the Defects, etc. ..................... 48

Section 6. Advertisements ....................................................................... 48

BOOK SEVEN – OTHER PROVISIONS

Rule VII.Miscellaneous and Transitory Provisions

Section 1. Condential Character of Certain Data ................................. 49

Section 2. Circulars ............................................................................... 49

Section 3. Separability Clause ................................................................ 49

Section 4. Repealing Clause ................................................................... 49

Section 5. Effectivity ............................................................................... 49


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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

2 star 401 – 550 points

3 star

551 – 700 points

4 star

701 – 850 points

5 star 851 – 1000 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 whichare applicable only to apartment hotels. The percentage that these dimensionscontribute 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 theexistence 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 eitherUnacceptable, Acceptable, Good, Very Good, Excellent or Outstanding.

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

Mandatory requirements, marked M shall refer to those requirements that areprescribed by existing laws, without which, no accreditation shall be issued to theenterprise 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 downgradedto a lower classification, regardless of the total points accumulated.

The

referencenumber

A mandatory

item in thiscase for 1-5

stars These items

link together

A description

of the criteria

vi

The number

of points

allocated to

this criteria

M shows a

Mandatoryrequirement,

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 ifthe criteria is a mandatory or minim um cr i ter ia. If it is mandatory for all stargrades then the phrase “Minimum 1-5 ” is used. If it only applies to certain stargrades, 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 outstandingare used.

Unacceptable describes what should not happen. No points are awarded. Acceptable shows the first level of quality, good the second level, very good thethird 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 indicatesthese criteria are linked and only one score will apply. This is a graduated ratingwhere 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 min imum requirement.The big letter “M” and small letter “m” are used in the column that correlates tothe 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” itemsthat apply to a four star property are also met.

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DOT MEMORANDUM CIRCULAR NO. 2012-02

RULES AND REGULATIONS TO GOVERN THE ACCREDITATION OF

ACCOMMODATION ESTABLISHMENTS – HOTELS, RESORTS AND

APARTMENT HOTELS

PURSUANT TO THE AUTHORITy VESTED IN THE DEPARTMENT OF TOURISM

(DOT) By REPUBLIC ACT NO. 9593 OTHERWISE KNOWN AS THE TOURISM

ACT OF 2009 DATED MAy 12, 2009, ON THE MANDATORy ACCREDITATION

OF PRIMARy TOURISM ENTERPRISES, THE NATIONAL TOURISMSTANDARDS FOR THE ACCOMMODATION SECTOR – HOTELS, RESORTS

AND APARTMENT HOTELS ARE HEREBy PROMULGATED TO IMPLEMENT

THE INTENT AND PURPOSE OF THE SAID REPUBLIC ACT.

BOOK ONE

GENERAL PROVISIONS

Rule I.

Denition and Basic Guidelines

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

TO GOVERN THE ACCREDITATION OF ACCOMMODATION ESTABLISHMENTS

– HOTELS, RESORTS AND APARTMENT HOTELS.”

Section 2. Denition 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 certication issued b the Department to a

tourism enterprise that ofciall 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 laundr facilities. A number of

bedrooms ma 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 generall offering private facilities with an onsite restaurant, room

and bar services available. Additional facilities such as business centres

and conference rooms are expected.

f. “Mandator 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 classication, without which the establishment will

not be awarded such classication but instead be downgraded to a lower

one, regardless of the total points accumulated.

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

the Department.

i. “Primar Tourism Enterprises” refers to travel and tour services; land,

sea and air transport services exclusivel for tourist use; accommodation

establishments; convention and exhibition organizers; tourism estate

management services; and such other enterprises as ma be identied b

the Secretar, after due consultation with concerned sectors.

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

good, ver good, excellent and outstanding are used to signif the

ascending levels of qualit.

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

natural, relaxed environment, with reception and guest rooms generall

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 specications or guidelines to ensure that a

product and service complies with the Rules and Regulations set forth b

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 signicant tourism

potential; convention organizers; accommodation establishments,

including, but not limited to, hotels, resorts, apartelles, tourist inns, motels,

pension houses, and home sta 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.

Star Grading System for Hotels, Resorts and Apartment Hotels

Section 1. Five Star Grading Sstem. There are ve (5) levels of accommodation

standards ranging from one to ve 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. The offer

expanded facilities and higher level of comfort.

c. Three Star: 55–70% achievement (551 to 700 points) – These enterprises

offer a ver good level of accommodation. There are more spacious publicareas, higher qualit 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 rened and stlish. Service is

responsive, often including an extensive arra of facilities.

e. Five Star: 85%-100% achievement (851 to 1,000 points) - These properties

reect the characteristics of luxur and sophistication. The facilities are

world class in ever manner and the meticulous service exceeds all guest

expectations.


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BOOK THREE

ACCREDITATION STANDARDS

Rule III.

Accreditation Standards for Resort

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 1-5Resort name clearly visible from the streetand during night time.

0 M M M M M

31.2 Building - Design andConstruction Quality

UnacceptableBuilt design and construction quality isfrom materials that are not durable and/orunsafe for guest use.

0

AcceptableBasic structure with adequate materialsthat will provide a simple and safeaccommodation environment

2

Good A functional building with good qualitymaterials and efficient layout.

4

Very GoodStrong external appeal, consistent designwith any alterations linking to the originalbuilding

6

Excellent

Excellent impression and overall appeal,

inviting appearance, architectural featuresare evident and excellent quality buildingmaterials have been used throughout.

8

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

10

41.3 Building - Condition (wear andtear)

UnacceptableNeglected appearance, obvious structuralrepairs needed, poor outside materials,

flaking paint, rotting wood, rust evident.

0

AcceptableMinor maintenance may be required,natural weathering is evident.

2

5

No. Ratings Criteria / Indicators Points MyScore


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GoodGood appearance, weathering may still

exist, but in sound condition.4

Very Good Very good maintenance of paintwork

and exterior panels.6

ExcellentHigh 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 1-5Driveway 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 therelevant provisions of the National

Building Code.

0 M M M M M

8Minimum4 & 5

Valet parking is provided. 3 m m

9 1.5 Transport

UnacceptableNo airport or port transfer services

available.

0

AcceptableGuests are provided with property

address and expected to get local taxis

or buses to property.

1

GoodGood transfer services are available,

although not clearly signed.2

Very Goodransfer services are reliable and signed

at airport, ground transport is in very

good condition.

3

Excellentransfer services are branded to the

property and in excellent condition.4



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Outstandingransfer services are branded to the

property and provide a commensurate

level of luxury.

5

1.6 Security

10 Minimum 1-5Professional security in place 24 hours

at main entry point.0 M M M M M

11 Minimum 1-5Property and security services designed

to ensure guest safety at all times.0 M M M M M

12Effective use of CCV with minimum

30 days recording storage.3

13 Monitoring of CCV 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

AcceptableObvious size restrictions, area may be

cluttered.1

Good Functional reception for the operation. 2

Very good Very good size, generous space. 3

ExcellentExcellent reception area, seated check in

is an option.4



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18 1.11 Luggage Services

Minimum 1-5Left 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

AcceptableStaff wear clean clothing and are neat

and tidy. 2

GoodStaff are easily identified and well

groomed.4

Very goodStaff provide a very good professional

appearance.6

ExcellentStaff are very well groomed and take

pride in their appearance.8

OutstandingStaff are immaculately groomed and

attention to detail is obvious.10

21 1.14 Reception – Service Quality

UnacceptableStaff are unresponsive, inattentive or

absent for extended periods.0

AcceptableStaff are not very attentive or seem

distracted, may be absent for short

periods.

2



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Good Staff are polite and responsive. 4

Very good Staff are welcoming and provide a senseof 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

AcceptableBasic check-out process with minor wait

time (not more than 10 minutes perguest).

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 minutesper guest).

3

ExcellentExpress check-out with minimal wait

time (not more than 4 minutes perguest)

4

Outstanding

In room check-out options and express

service offered with no wait time. 5

1.16 Other Arrival / Departure Aspects

23 Minimum 1-5Guests must be provided with Official

Receipt on departure.0 M M M M M

Account reviewed and then presented in

an envelope.1

24

A wide range of payment options are

available including at least 3 differenttypes 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

UnacceptableNo thought given to coordinating design

resulting in ad-hoc decoration.0

AcceptableSome attempt to coordinate design and

have a consistent theme.2

GoodGood quality decoration, use of wall

hangings adds to overall impression.4

Very GoodCoordinated design, a professional

standard is achieved.6

ExcellentExcellent standard of coordinated décor

throughout all public spaces.8

OutstandingHighest quality, unique wall hangings on

display, outstanding design features.10

27 2.2 Public Areas – Decoration -Condition and Maintenance

Unacceptable Very old, faded, damaged wall coverings,

peeling, grubby marks, evidence of

neglect.

0

Acceptable Amateurish 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

ExcellentNo major scratches or marks, overall an

excellent quality throughout.8

OutstandingNo evidence of wear and tear, in as new

condition throughout.

10

282.3 Public Areas - Furniture –Quality



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UnacceptableUncomfortable furniture that is made of

poor materials, or no furniture used.0

Acceptable Mismatched furniture that is notparticularly comfortable.

1

GoodMay be older furniture or newer lower

quality coordinated furniture, durable

materials are used.

2

Very Good Very good quality furniture, high levels

of comfort, easy and attractive seating

arrangements.

3

ExcellentExcellent furniture quality, great degreeof 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

AcceptableOccasional 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 Good Very good condition of furniture, withonly some minor signs of wear and tear

throughout the public areas.

3

ExcellentExcellent furniture condition

throughout the resort.4

OutstandingFurniture in outstanding as new

condition, conveniently located

throughout the resort.

5

302.5 Public Washroom - Quality

UnacceptablePoor quality throughout, aged basin and

bowl, not fit for purpose.0



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Acceptable Aging fixtures, rough finish no

additional space.1

GoodGood quality fixtures, standard design,

limited space.2

Very Good Very good, high quality basin, superior

design, ample bench room.3

ExcellentExcellent 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 - Conditionand Cleanliness

UnacceptableBasin chipped or damaged, paintwork

chipped, flaking, dirty condition.0

Acceptable Older condition, but clean and usable. 1

GoodSome signs of wear and tear, ageing tap

ware, but signs of regular cleaning.2

Very Good Very 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

OutstandingOutstanding 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 20-30degrees 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



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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

GoodGood level of illumination throughout

all public areas.2

Very Good Very good illumination options, reading

lights throughout the public areas.

Multiple light switches.

3

Excellent

Excellent quality lighting. Lighting

effects with use of picture lighting orspecial 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

UnacceptablePoor 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

OutstandingHighest quality of light fittings used in

as new condition5

2.10 Public Areas - Lighting –Environmental Protection

35 EnvironmentalSensor lighting in use that does not

compromise guest safety.3



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36 Environmental Good use of natural lighting. 5

37 Environmental Low energy-saving bulbs used between50% and 75% of public areas. 3

EnvironmentalLow energy-saving bulbs used in over75% of public areas.

5

38 2.11 Public Areas – Cleanliness

Unacceptable

Very heavy dust on surfaces, carpetsbadly vacuumed, cobwebs evident, litterlying 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 ofregular wiping/dusting. Any toilets arecleaned 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 butoverall very satisfactory cleaningprocess, everything is tidy. Bathrooms

are cleaned regularly throughout the dayas required.

6

Excellent

ables, surfaces well-polished,no smears, excellent standard ofcleanliness. Bathrooms are in excellentcondition.

8

Outstanding

As new look and feel, very clean andshining surfaces, excellent attentionto detail, bathrooms are always inoutstanding condition throughout theday.

10

39 2.12 Gardens – Condition

UnacceptableCluttered and untidy, no evidence ofmaintenance requires considerableattention.

0

AcceptableGrounds are kept tidy, evidence ofground maintenance in the last 30 days.

2

GoodGrounds are well maintained, andevidence of maintenance in last 7 days.

4

Very Good

Grounds are in very good condition, andwhere appropriate seasonal plantingsare evident. Grounds are well laidout and provide a sense of space andrelaxation.

6



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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

GoodGood 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

GoodGood, but used condition, some repairs

are evident, solid stand.2

Very Good Very good condition, professional

repairs.3

ExcellentExcellent condition, no stains and

discolouration.4



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OutstandingGarden furniture in outstanding as new

condition.5

42 2.15 Garden Plants andWatering

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 EnvironmentalPlants watered in morning/evening to

conserve water.1

EnvironmentalLimited use of rain water or grey water

for watering plants.2

EnvironmentalExtensive 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



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GoodGood level of sound proofing, lined

curtains are in place and building design

assists sound proofing.

4

Very Good Very 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

OutstandingOutstanding 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

AcceptableNoise 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

ExcellentNoise should not be more than 60

decibels.8

OutstandingNoise should not be more than 50

decibels.10

50 3.7 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

Good

High density foam, 8 inches timber

base, shallow innerspring, 6 inchmattress. 4

Very GoodStandard coil, comfort layers may have

pillow top, 8 inch mattress.6



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ExcellentCoil spring or equivalent, separate

mattress top, Mattress protectors (bedpad) 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

GoodGood 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 andtear.

8

Outstanding Outstanding or as new condition. 10

523.9 Bedroom - Bedding & Linen -Quality

Unacceptable Tin sheets do not properly fit the bed. 0

Acceptable Tinly woven cotton, no tears or rips. 2

GoodTinly 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



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Outstanding All linen outstanding quality should

have minimum 300 thread count or silk

linen or similar.

10

533.10 Bedroom - Bedding & Linen -Condition

UnacceptableSheets with large stains, holes, faded

and damaged.0

AcceptableSheets with no tears or rips, in a clean

condition.2

GoodLinen 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

UnacceptableLumpy 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

GoodGood 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



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55 3.12 Bedroom – Lighting - Quality

UnacceptableCracked light switches, lights without

shades or lamps.0

AcceptableLight switch by main door only;

acceptable illumination of bedroom.2

GoodGood lighting illumination, bedside

table lamps, variety of lighting options.4

Very Good Room has very good lighting, multipleswitches 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. Te best available.10

563.13 Bedroom - Lighting -Condition

UnacceptableLights 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 berequired.

4

Very Good Very 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

OutstandingFittings throughout the bedroom in as

new condition.10

573.14 Bedroom - Lighting –Environmental Protection



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EnvironmentalEnergy-saving light bulbs in between

50% and 75% of bedroom lights.3

EnvironmentalEnergy-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

UnacceptableUnlined fabric of low quality, exposed

tracking.0

AcceptableFabric unlined of acceptable quality,

plastic blinds.2

GoodCurtains /shades full length, good

quality, easy to draw.4

Very GoodCurtains/shades, coordinated, blackout

quality, well-coordinated.6

Excellent Tick quality curtains/shades, with totalblackout.

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

GoodCurtains /shades in good condition may

be one minor mark.4

Very Good Curtains/shades in very good condition. 6

ExcellentExcellent condition, fullness of

materials.8



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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

AcceptableFloor covering is acceptable with low

grade tiles or coverings.2

Good Good quality floor coverings, standardtiles, quality timber floors.

4

Very GoodFloor covering of very good quality,

well-coordinated with room design.6

ExcellentFloor 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

UnacceptableLargely 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 GoodFloor covering in very good condition,

professional fixing of any wear and tear.6

ExcellentFloor covering in excellent condition, no

stains are visible.8

Outstanding Floor coverings in as new condition. 10



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623.19 Bedroom - TemperatureControl - Quality

Unacceptable Ineffective cooling system. 0

AcceptableWindow-based cooling system; fan

available for additional cooling,

acceptable air circulation.

2

GoodGood cooling system, good air

circulation, split-unit type.4

Very Good Very good and effective coolingoperation.

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

63 3.20 Bedroom - TemperatureControl - Condition & Maintenance

UnacceptableBroken windows, cracked glass,

draughty, fan air conditioning not

working.

0

AcceptableWindow opens and closes easily, fan in

acceptable condition.2

GoodGood 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

ExcellentQuiet 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



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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

Goodwo 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

ExcellentExcellent 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, poorlyrepaired.

0

Acceptable Acceptable condition, some significant

scratches and repairs are evident.2

GoodFurniture in good condition, any repairs

done professionally.4

Very Good

Very good condition of furniture, only a

few minor marks are visible. 6

ExcellentExcellent 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



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67 Environmental Key card power system. 5

68Door chain or security device such as

peep hole to view visitors2

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 24inches.

3

Full length mirror – at least 70 inches

by 24 inches.4

70 Additional second mirror. 1

71 Coat 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



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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 ea/coffee facilities in room. 2 m m m

79 Minimum 3-5elephone provided in each room with

direct dial.2 m m m

80 Clock/Radio/Wake up service. 1

81 Minimum 2-5In 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



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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

83V with small screen size (< 20 inches)

without remote control.1

V with small screen size (< 20 inches)

with functional remote control.2

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

3

V flat screen 32 inch or larger with

functional remote control.4

V 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



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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

GoodEfficient vacuuming, good condition

overall.6

Very Good Very thorough cleaning process, no

evidence of dust or smears.9

ExcellentOverall very satisfactory cleaning,

excellent attention to detail.12

Outstanding As new look and feel, very clean and

shining surfaces.15



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Dimension 4: BATHROOM

4.1 Bathroom – Minimum

Requirements

97 Minimum 1-5Baths and/or showers with functioninghot and cold water. Hot water reaches38 degrees in 20 seconds.

0 M M M M M

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

994.2 Bathroom - Shower/Bath -Quality

UnacceptableSmall shower with weak or no pressure,taps of low quality.

0

AcceptableLightweight shower curtain, not well-coordinated tap ware.

2

GoodGood quality fixtures, good qualitycurtain, shared shower/bath.

4

Very Good

Standard tiled walls, framed showerscreen or designer curtain, mixersprovide constant water flow at eventemperature.

6

Excellent

iled, framed shower screen or designercurtain with high quality porcelainbath, matching and coordinated style,highly responsive water pressure andtemperature.

8

OutstandingFrameless shower screen, designershower enclosure, highest quality bathif provided, luxurious quality finishings.

10

1004.3 Bathroom – Shower/Bath –Condition / Maintenance

UnacceptableBath or shower enamel cracked, holesvisible, shower head broken, sprayuneven and poorly distributed.

0

Acceptable

Aging fixtures, rough amateurishgrouting/sealant, bath floor may belumpy and uneven. iles may still bechipped.

2

Good

No evidence of moulds, good overallcondition, minor chips or repairs maybe still needed, bath floor is even andwell maintained.

4

Very Good Very good condition, any repairs weredone professionally and do not requirefurther attention.

6



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Excellent Excellent condition throughout. 8

Outstanding As new condition . 10

101 4.4 Bathroom – Basin - Quality

UnacceptableBasin 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 Good Very good, high quality basin, superior

design, ample bench room for all

personal toiletry.

6

ExcellentExcellent quality, generous space for all

personal toiletry, quality brand tap ware.8

OutstandingOutstanding quality, often double basin,

designer tap ware, ample space.10

1024.5 Bathroom - Basin – Condition /Maintenance

UnacceptableBasin chipped or damaged, tap does not

provide a consistent flow of water.0

Acceptable Older condition, but clean and usable. 2

GoodSome 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



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OutstandingOutstanding condition, as new

condition.10

103 4.6 Bathroom - Toilet - Quality

UnacceptableCheap plastic toilet seat and/or cover

that doesn’t fit.0

AcceptableGood 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 designerfeatures evident. 10

1044.7 Bathroom – Toilet –Condition / Maintenance

UnacceptableLeaks from flushing evident on floor,

stained seat, flush mechanism does not

work properly.

0

AcceptableNo 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

ExcellentExcellent condition, spotless

appearance.8

Outstanding As new condition. 10



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1054.8 Bathroom – Decoration -Quality

UnacceptablePoor quality throughout, uncoordinated

mix of tiles.0

Acceptable Adequate materials, panelling with gaps

evident. Small space.2

GoodGood quality, basic painting, limited use

of colour or themes.4

Very Good Very good quality, no visible joins, well

coordinated design.

6

ExcellentExcellent 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

UnacceptablePaintwork chipped, flaking, dirty

condition, mould on walls and ceiling.0

Acceptable Acceptable condition, clean but with

dated materials, may still be some

evidence of mould issues.

2

Good Good condition, evidence of repair work. 4

Very Good Very 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 – Qualityand Cleanliness



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Unacceptableowels are thin, ripped and in poor

condition, major stains.0

Acceptableowels are thin but clean and in

acceptable condition.2

GoodGreater range of towels of average

quality 4

Very Good Very good range of towels including

bathmat, face towel, bath towel and

hand towel

6

ExcellentExcellent range of towels of thick

cotton, 90-100% cotton8

OutstandingHighest, plush range of towels in as new

condition, 100% cotton10

1084.11 Bathroom – Space andComfort

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

OutstandingGenerous and outstanding space, the

best available10

1094.12 Bathroom – OverallCleanliness

Unacceptable

Heavy dust and/or smear on surfaces,long term grime on inaccessible places,

old soap, hairs in bathroom, waste bin

not emptied

0



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Acceptable Surfaces in acceptable condition. 4

GoodEfficient 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

Outstanding As new look and feel, very clean andshining surfaces, excellent attention to

detail.

20

4.13 Toiletries - Availability

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

111 Unacceptable Soap or toiletries from previous guestare evident. 0

Acceptable Soap only provided. 1

GoodGreater 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

ExcellentExcellent range of branded toiletries

(incl. dental care kit, nail care kit).4

OutstandingHighest quality toiletries with extensive

range.5

4.14 Bathroom – Amenities - Availability

112 Bidet. 4



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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 – EnvironmentalProtection

119 Environmental

Dual flush toilet system or similar to

conserve water. 3

120 EnvironmentalFlow regulators on shower/taps to

conserve water.3

121 EnvironmentalBulk dispensers or biodegradable

packaging used for soaps, shampoos.3

122 Environmentalowel 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 3-5Full 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



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1265.2 Food and Beverage – Options

available

UnacceptableNon-availability of several food dishes

and/or drinks.0

AcceptableFast food / instant coffee/drinks, up to

20% unavailable.4

Good

Limited choice of basic dishes / buffet,

up to 10% all food dishes and/or drinks

on the menu are available.

8

Very Good A-la-carte menu, fresh fruits &vegetables, selection of wines/beers,

only 5% of menu items not available.

12

Excellent

Exceptional a-la-carte menu, availability

of all food dishes and drinks/wines on

the menu.

16

Outstanding

A-la-carte menu of outstanding variety

of special cuisine (fine dining, fresh

juices, extensive wine list).

20

127 5.3 Food and Beverage – ServiceQuality

Unacceptable

No welcoming greeting, limited table

clearing, stains on tables/chairs, lack

of attention, wait time greater than 30

minutes.

0

Acceptable

Friendly, 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 Good Very good and attentive service,

service checks during meal to ensure

satisfaction

12

ExcellentExcellent service, efficient food clearing,

prompt and polite service during meal.16

Outstanding Outstanding service, the best available. 20

1285.4 Restaurant - Decoration &Furniture - Quality



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Unacceptableables and chairs are insufficient for

the number of guests, uncomfortable

seating.

0

Acceptableables 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

OutstandingLuxurious feel, highest quality table and

chairs, linen cloths and napkins.10

1295.5 Restaurant - Decoration &Furniture - Condition

Unacceptable Very 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

GoodGood condition, some repair work

evident.4

Very Good Very good condition, professionaldecoration, only minor marks showing

on tables and chairs.

6

ExcellentExcellent condition, no scratches or

chips.8

OutstandingMeticulous condition, no evidence of

wear and tear.10

130

5.6 Restaurant – Crockery, Cutlery,

Glassware - Quality

Unacceptable Incomplete table settings. 0



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AcceptableBasic crockery and cutlery, fork and

spoon only, adequately laid out tables.2

GoodGood 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

UnacceptableDirty chipped glassware, stained

crockery.

0

AcceptableCrockery and cutlery are clean and

mismatched, water marks may be

visible.

2

GoodGood level of cleanliness, no major chips

or marks, coordinated cutlery.4

Very Good Very good level of cleanliness and

polished cutlery.6

ExcellentExcellent level of cleanliness, glassware

is in pristine condition with no smears.8

OutstandingOutstanding 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



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AcceptableComfortable but crowded, difficult

access for customers and servers.4

Good A 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

ExcellentWell thought out table layout, no

intrusive noise or smells.16

Outstanding Outstanding environment and highestlevels of comfort, one of the bestavailable.

20

5.9 Kitchen - Quality of Appliances

133 Minimum 1-5Compliance 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

GoodWell-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

OutstandingOutstanding 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



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AcceptableClean, tidy, cold storage procedures are

acceptable, basic hygiene standards are

followed.

4

GoodWell 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

Outstanding Spotless kitchen environment. Asnew appliances in appearance andcleanliness.

20

Dimension 6: AMENITIES and SERVICES

6.1 Amenities - Guest Services

136Free Internet connection available in

public areas for guests. 3

137

Housekeeping turndown service at

night. 3

138 Minimum 1-3Room 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

139 Fitness centre on site with cardiomachines 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 raditional Filipino

treatments.2



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142 Swimming pool with lifeguard on duty. 2

Swimming pool with clean and well

maintained facilities; size appropriate

for resort.

5

143

Sports 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

our 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

154

Land-based sports (basket ball, volley

ball, tennis, badminton, table tennis,

etc).

5



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155

Water-based sports (kayaking, sailing,

waterski, jet ski, snorkelling, diving,

etc).

5

156

Nature-based sports (hiking, biking,

fishing, bird-watching, nature trails,

etc).

5

157

Recreational activities for families and

children (games, library, playground,

etc).

5

158

Entertainment (beach bar, grill

barbeque, live music, karaoke bar,

discotheque, etc).

5

Dimension 7: BUSINESS PRACTICES

7.1 Business Processes

159 Minimum 1-5Emergency and fire evacuationprocedures are followed and in place.

0 M M M M M

160 Minimum 1-5Backup generator or emergency poweris available, capable of providing fullpower.

0 M M M M M

161

Safety systems and documentation in

place to respond to possible naturaldisasters and man-made threats.

5

162Cleaning schedules in place that showdaily, weekly and seasonal cleaning andchecking procedures.

5

163Maintenance plans that show planto address major areas requiringmaintenance.

5

164

Vermin/Pest control processes in placeto identify and eliminate pests such as

rodents, bed bugs, and cockroaches,flies etc.

5

165Risk assessment audit conducted in thelast 5 years that reviews security threatsto the property.

5

166 EnvironmentalEnvironmental management systemin place to reduce waste with wastereduction targets.

5

167 EnvironmentalEnvironmental systems in place toreduce water with water reduction

targets.

5

168 EnvironmentalEnvironmental systems in place toreduce energy with energy reductiontargets.

5



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180

PWD Bed rooms shall have the following:

• Lever type door handles

• Dual height peepholes with thelower one at 39inches from thefloor

• Light switches at maximum 47inches from the floor

• Electrical outlets at a minimum of18inches from the floor

• Bed height at maximum of20inches

• Easy-to-open preferably slidingcloset doors

• Dual height hanger racks withthe lower rack at 55inches fromthe floor

7

181PWD Bathrooms shall have the following:

• oilet flooring of non-slipperysurface materials even when wet

• oilet bowls should be positionedwhere a vertical or climbing barshall be positioned on the wall at12 inches from the front tip of thetoilet bowl to offer support whenusers pull or elevate themselves to

a standing position.• Grab bars should be placed on

both sides at 28-30 inches fromthe floor for the safety andeffective utility, the distancebetween the bars not exceeding30inches

• oilet bowls should be elevatedto a range of 18-20inches fromthe floor.

4

182

At least one Elevator with PWD-friendly

features: • Can accommodate a minimum of

two (2) wheelchairs

• Te exterior and interior buttonpanels shall not exceed 47 inchesfrom the floor

• Te panel buttons shall featureBraille signs or otherwiseembossed with familiar signs forthose not educated in Braille.

• Speaker system shall also be inplace to inform the blind to what

floor the elevator is already at.• Equipped with handrails placed in

both sides at 28-30 inches fromthe floor

5



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BOOK FOUR

APPLICATION FOR ACCREDITATION

Rule IV.

Accreditation Process

Section 1. Filing of Application. An person, partnership, corporation or other entit desiring

to operate a primar tourism enterprise as dened herein shall secure an accreditation from

the Department. Application for accreditation shall be accomplished online.

Section 2. Documentar Requirements. The Department shall issue a List of Documentar

Requirements to be complied with b applicants as part of the accreditation process.

Section 3. Inspection. An Inspection team shall conduct an audit of the establishment to

determine its classication. An oversight committee from the Department shall conduct

periodic inspection of the classied establishment.

Section 4. Validit of Accreditation. The Certicate of Accreditation shall be valid for a period

of two (2) ears, unless sooner revoked b the Department.

Section 5. Schedule of Fees. The Department shall issue a schedule of accreditation fees

to be implemented b these Rules.

BOOK FIVE

CANCELLATION AND/OR DOWNGRADING OF ACCREDITATION

Rule V.

Cancellation and/or Downgrading of Accreditation

Section 1. Grounds for Cancellation. An of the following acts, omissions shall be sufcientgrounds for the cancellation of accreditation:

a. Making an false declaration or statement or making use of an such declaration

or statement or an document containing the same or committing fraud or an

act of misrepresentation for the purpose of obtaining the issuance of accreditation;

b. Failure to compl with or contravene an of the conditions set forth in the

certicate of accreditation;

c. Failure to meet the standards and requirements for the operation of theestablishment 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

particularl those involving children or an illegal, immoral or illicit activities; and

e. Violation of or non-compliance with an of the provisions of these Rules,

promulgated orders, decisions and circulars issued b 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 ndings to the Ofce

of Tourism Standards and Regulation (OTSR). The OTSR shall then send a letter to the

concerned enterprise regarding its deciencies, specifing a grace period of a minimum

of 3 months within which to rectif such ndings. Non-compliance within the allotted grace

period ma result in the cancellation and/or downgrading of accreditation of the concerned

enterprise. The Department shall likewise inform the concerned local government unit

regarding the accreditation status of the enterprise.

BOOK SIX

SUPERVISION OF ACCREDITED ESTABLISHMENTS

Rule VI.

Supervision of Accredited Establishments

Section 1. Displa of DOT Accreditation Seal. The valid DOT accreditation seal shall be

displaed in a conspicuous place of the establishment.

Section 2. Non-Transferabilit of DOT Accreditation Seal. The rights and privileges over the

accreditation shall be non-transferable.

Section 3. Periodic Inspection. The Department ma send an inspection team to the

establishment for the purpose of nding out whether it is being kept and/or managed in

a manner conformable to the standards set b the Department. The inspection shall be

conducted at a reasonable time of the da with due regard and respect accorded to the right

to privac of parties concerned.

Section 4. Defects and Deciencies Found During the Inspection. Where certain defects

and deciencies have been found in the course of inspection, the Department shall give

direction to the keeper, manager or operator to rectif the defects or deciencies within a

reasonable period of time.

Section 5. Penalt for Failure to Remed the Defects, etc. If the management fails to remed

the defects or deciencies, the Department ma withdraw the certicate 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 specif in the advertisement

item itself the DOT accreditation number.


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BOOK SEVEN

OTHER PROVISIONS

Rule VII.

Miscellaneous and Transitory Provisions

Section 1. Condential Character of Certain Data. Information and documents received or

led with the Department in pursuance of the requirements of these Rules shall be treated

as condential and shall not be divulged to an private part without the consent of the part

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. Separabilit Clause. The provisions of these Rules are hereb declared separable,

and in the event that an one or more of such pro

resort accreditation guidelines in the philippines

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