table of contents - …accreditationonline.tourism.gov.ph/downloadables/standards/... · 1.1...

i

TABLE OF CONTENTS

Page

BOOK ONE - GENERAL PROVISIONS RuleI. DefinitionandBasicGuidelines Section 1. Title .......................................................................................... 1 Section2.DefinitionofTerms ................................................................... 1

BOOK TWO - STAR GRADING SYSTEM RuleII.StarGradingSystemforHotels,ResortsandApartmentHotels Section1.FiveStarGradingSystem ....................................................... 3

BOOKTHREE–ACCREDITATIONSTANDARDS RuleIII.AccreditationStandardsforApartmentHotels Dimension1. ARRIVAL/DEPARTURE 1.1 Building–Appearance .................................................... 5 1.2 Building-DesignandConstructionQuality ..................... 5 1.3 Building-Condition(wearandtear) ................................ 5 1.4 Entrance/Exit&Parking ............................................... 6 1.5 Security ........................................................................... 6 1.6 Reception–ServiceHours.............................................. 6 1.7 Check-inProcess ............................................................ 7 1.8 LuggageServices............................................................ 7 1.9 ReceptionStaff–Appearance ......................................... 7 1.10Reception–ServiceQuality ............................................ 8 1.11ReceptionServices–Check-out ..................................... 8 1.12 OtherArrival/DepartureAspects ...................................... 9

Dimension2: PUBLICAREAS 2.1 PublicAreas–Decoration-DesignandQuality ............. 9 2.2 PublicAreas–Decoration-Conditionand Maintenance ......................................................... 9 2.3 PublicWashroom–Quality ............................................. 10 2.4 PublicWashroom–ConditionandCleanliness ............. 10 2.5 PublicAreas-RoomClimate .......................................... 10 2.6 PublicAreas–TemperatureControl–Quality ................ 11 2.7 PublicAreas–TemperatureControl–Condition andMaintenance .................................................. 11 2.8 PublicAreas–Lighting–Quality..................................... 12 2.9 PublicAreas–Lighting–Condition................................. 12 2.10 PublicAreas–Lighting–EnvironmentalProtection........ 13 2.11 PublicAreas–Cleanliness .............................................. 13

ii

Dimension3:BEDROOM 3.1 RoomSize ....................................................................... 14 3.2 Three–BedroomUnit-Availability ................................ 14 3.3 RoomsforPersonswithDisabilities(PWD)– Availability ............................................................. 14 3.4 Bedroom–SpaceandComfort ....................................... 14 3.5 Bedroom–SoundProofing ............................................. 15 3.6. Bedroom–NoiseLevels ................................................. 15 3.7 Bedroom–BedMattress–Quality ................................. 16 3.8 Bedroom–BedMattress–Condition ............................. 16 3.9 Bedroom–Bedding&Linen-Quality ............................. 16 3.10Bedroom–Bedding&Linen-Condition ........................ 17 3.11Bedroom–Pillows–Quality/Condition ........................... 17 3.12Bedroom–Lighting–Quality ......................................... 18 3.13Bedroom–Lighting–Condition ...................................... 18 3.14Bedroom–Lighting–EnvironmentalProtection ............. 19 3.15 BedroomCurtains–Quality ............................................ 19 3.16BedroomCurtains–Condition ........................................ 19 3.17Bedroom–FloorCoverings–Quality ............................. 20 3.18Bedroom–FloorCoverings–Condition ......................... 20 3.19Bedroom–TemperatureControl–Quality ..................... 21 3.20Bedroom–TemperatureControl–Conditionand Maintenance ......................................................... 21 3.21Bedroom–Furniture–Quality ........................................ 22 3.22Bedroom–Furniture–Condition .................................... 22 3.23Bedroom–AccessoriesandAmenitiesavailable ........... 22 3.24Bedroom–Cleanliness ................................................... 26 Dimension4:BATHROOM 4.1 Bathroom–MinimumRequirements ............................... 27 4.2 Bathroom–Shower/Bath-Quality .................................. 27 4.3 Bathroom–Shower/Bath-Condition/Maintenance ........ 27 4.4 Bathroom–Basin-Quality ............................................. 28 4.5 Bathroom–Basin–Condition/Maintenance ................... 28 4.6 Bathroom–Toilet–Quality ............................................. 28 4.7 Bathroom–Toilet–Condition/Maintenance .................... 29 4.8 Bathroom–Decoration–Quality .................................... 29 4.9 Bathroom–Decoration–Condition/Maintenance.......... 30 4.10Bathroom–Towels–QualityandCleanliness ................ 30 4.11Bathroom–SpaceandComfort ...................................... 31 4.12Bathroom–OverallCleanliness ...................................... 31 4.13 Toiletries–Availability ..................................................... 32 4.14 Bathroom–Amenities–Availability ................................ 32 4.15 Bathroom–EnvironmentalProtection............................. 32

iii

Dimension5:LOUNGE/SITTINGAREA 5.1 Lounge–Space&Comfort ............................................. 33 5.2 Lounge–SoundProofing.............................................. 33 5.3 Lounge-NoiseLevels..................................................... 33 5.4 Lounge–Lighting–Quality............................................. 34 5.5 Lounge-Lighting–Condition ......................................... 34 5.6 Lounge-Lighting–EnvironmentalProtection ................ 35 5.7 Lounge-Curtains–Quality............................................. 35 5.8 Lounge-Curtains–Condition......................................... 35 5.9 Lounge-FloorCoverings–Quality................................. 36 5.10 Lounge-FloorCoverings–Condition.......................... 36 5.11 Lounge-TemperatureControl–Quality ......................... 37 5.12 Lounge-TemperatureControl–Conditionand Maintenance ......................................................... 37 5.13 Lounge-Furniture–Quality........................................... 37 5.14 Lounge-Furniture–Condition....................................... 38 5.15 Lounge-FacilitiesandAmenities.................................. 38

Dimension6:KITCHENAREA 6.1 Kitchen–LayoutandSpace ........................................... 39 6.2 Kitchen–DiningFurniture–Quality................................ 39 6.3 Kitchen–DiningFurniture–Condition............................ 39 6.4 Kitchen–Crockery,Cutlery,Glassware-Quality ............ 40 6.5 Kitchen–Crockery,Cutlery,Glassware–Condition &Cleanliness ........................................................ 40 6.6 Kitchen–Refrigerator/Freezer-Availability& Functionality .......................................................... 41 6.7 Kitchen–Stove/Oven–AvailabilityandFunctionality ... 41 6.8 Kitchen–WashingMachine/Dryer–Availability& Functionality .......................................................... 42 6.9 Kitchen–Cleanliness ...................................................... 42 6.10 Kitchen–Ventilation ........................................................ 42 6.11 Kitchen–SmallAppliances-Availability& Functionality .......................................................... 43 6.12 Kitchen–CookingUtensils–Availability ........................ 43 6.13 Kitchen–CleaningUtensils–Availability ........................ 43

Dimension7:AMENITIESANDSERVICES 7.1 Amenities-GuestServices ............................................. 44 7.2 Amenities–WellnessServices ....................................... 44 7.3 Amenities–GeneralServices ......................................... 44

iv

Dimension8:BUSINESSPRACTICES 8.1BusinessProcesses.......................................................... 45 8.2Barrier-freeFacilitiesforPersonswith Disabilities(PWD) ................................................. 46 BOOKFOUR–APPLICATIONFORACCREDITATION RuleIV.AccreditationProcess Section1.FilingofApplication ................................................................ 49 Section2.DocumentaryRequirements .................................................. 49 Section3. Inspection ............................................................................... 49 Section4. ValidityofAccreditation .......................................................... 49 Section5. ScheduleofFees .................................................................. 49

BOOKFIVE–CANCELLATIONAND/ORDOWNGRADINGOFACCREDITATION RuleV.Cancellationand/orDowngradingofAccreditation Section1.GroundsforCancellation ..................................................... 49 Section2. ProcedureforCancellationand/or DowngradingofAccreditation ........................................ 50

BOOKSIX–SUPERVISIONOFACCREDITEDESTABLISHMENTS RuleVI.SupervisionofAccreditedEstablishments Section1.DisplayofDOTAccreditationSeal ...................................... 50 Section2. Non-TransferabilityofDOTAccreditationSeal..................... 50 Section3. PeriodicInspection ............................................................... 50 Section4. DefectsandDeficienciesFoundDuringtheInspection ....... 50 Section5. PenaltyforFailuretoRemedytheDefects,etc.................... 50 Section6. Advertisements .................................................................... 50

BOOKSEVEN–OTHERPROVISIONS RuleVII.MiscellaneousandTransitoryProvisions Section1.ConfidentialCharacterofCertainData ................................ 51 Section2.Circulars ............................................................................... 51 Section3. SeparabilityClause .............................................................. 51 Section4. RepealingClause ................................................................. 51 Section5. Effectivity .............................................................................. 51

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: ___________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

v

vii

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%

viii

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 196 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

ix

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.

1

DOTMEMORANDUMCIRCULARNO.2012-02

RULESANDREGULATIONSTOGOVERNTHEACCREDITATIONOFACCOMMODATIONESTABLISHMENTS–HOTELS,RESORTSAND

APARTMENTHOTELS

PURSUANTTOTHEAUTHORITyVESTEDINTHEDEPARTMENTOFTOURISM(DOT)ByREPUBLICACTNO.9593OTHERWISEKNOWNASTHETOURISMACTOF2009DATEDMAy12,2009,ONTHEMANDATORyACCREDITATIONOF PRIMARy TOURISM ENTERPRISES, THE NATIONAL TOURISMSTANDARDS FORTHEACCOMMODATIONSECTOR –HOTELS, RESORTSANDAPARTMENTHOTELSAREHEREByPROMULGATEDTO IMPLEMENTTHEINTENTANDPURPOSEOFTHESAIDREPUBLICACT.

BOOK ONEGENERAL PROVISIONS

Rule I.DefinitionandBasicGuidelines

Section1.Title.TheseRulesshallbereferredtoas “RULESANDREGULATIONSTOGOVERNTHEACCREDITATIONOFACCOMMODATIONESTABLISHMENTS–HOTELS,RESORTSANDAPARTMENTHOTELS.”

Section2.DefinitionofTerms.WhenusedintheseRules,thefollowingtermsshall,unlessthecontextotherwiseindicates,havethefollowingmeaning:

a. “Accreditation”shallrefertoacertificationissuedbytheDepartmenttoatourismenterprisethatofficiallyrecognizesitashavingcompliedwiththeminimumstandardsfortheoperationoftourismfacilitiesandservices.

b. “Act”shallrefertoRepublicActNo.9593,otherwiseknownasthe“TourismActof2009”.

c. “ApartmentHotel”shallrefertoservicedapartmentsofferingself-containedunits that contain access to kitchen and laundry facilities.A number ofbedroomsmayshareonebathroomintheunit.

2

d. “DepartmentorDOT”shall refer to theDepartmentofTourismcreatedpursuanttoPresidentialDecreeNo.189(1973),asamended.

e. “Hotel”shallrefertofullserviceaccommodationwithreceptionandguestroomsgenerallyofferingprivatefacilitieswithanonsiterestaurant,roomandbarservicesavailable.Additionalfacilitiessuchasbusinesscentresandconferenceroomsareexpected.

f. “MandatoryRequirements(M)”shallrefertothoserequirementswithoutwhichanenterpriseshallnotbeaccredited.

g. “MinimumRequirements(m)”shallrefertothoserequirementswhichareminimumtoacertainclassification,withoutwhichtheestablishmentwillnotbeawardedsuchclassificationbutinsteadbedowngradedtoalowerone,regardlessofthetotalpointsaccumulated.

h. “OTSR”shallrefertotheOfficeofTourismStandardsandRegulationoftheDepartment.

i. “Primary Tourism Enterprises” refers to travel and tour services; land,seaandairtransportservicesexclusivelyfortouristuse;accommodationestablishments; convention and exhibition organizers; tourism estatemanagementservices;andsuchotherenterprisesasmaybeidentifiedbytheSecretary,afterdueconsultationwithconcernedsectors.

j. “QualityGradings” shallrefertosuchtermsasunacceptable,adequate,good, very good, excellent and outstanding are used to signify theascendinglevelsofquality.

k. “Resort” shall refer to full service accommodation located in a morenatural, relaxedenvironment,with receptionandguest roomsgenerallyofferingprivatefacilitieswithanonsiterestaurant,roomandbarserviceavailable.Additionalrecreationfacilitiesandtourservicesareexpected.

l. “Rules” shall refer to these Rules and Regulations implementing theAccreditationofAccommodationEstablishmentswithoutprejudicetotheImplementingRulesandRegulationsoftheTourismActof2009.

m. “Standards”shallrefertoasetofwrittenfunctional,aestheticandtechnicalrequirements intheformofspecificationsorguidelinestoensurethataproductandservicecomplieswiththeRulesandRegulationssetforthbytheDepartment.

3

n. “TourismEnterprises”referstofacilities,servicesandattractionsinvolvedin tourism, such as, but not limited to: travel and tour services; touristtransportservices,whetherforland,seaorairtransportation;tourguides;adventure sports services involving such sports as mountaineering,spelunking,scubadiving,andothersportsactivitiesofsignificanttourismpotential; convention organizers; accommodation establishments,including,butnotlimitedto,hotels,resorts,apartelles,touristinns,motels,pensionhouses,andhomestayoperators; tourismestatemanagementservices,restaurants,shopsanddepartmentstores,sportsandrecreationalcenters,spas,museumsandgalleries,themeparks,conventioncentersandzoos.

BOOK TWOSTAR GRADING SYSTEM

Rule II.StarGradingSystemforHotels,ResortsandApartmentHotels

Section1.FiveStarGradingSystem.Therearefive(5)levelsofaccommodationstandardsrangingfromonetofivestars.ThestarbandsforHotels,ResortsandApartmentHotelsareasfollows:

a. OneStar: 25-40% achievement (251 to 400 points) – These enterprisesappealtobudgetmindedtravellers.Thereisalimitedrangeoffacilitiesandservices.

b. Two Star: 40-55% achievement (401 to 550 points) - These enterprisesappealtothetouristsseekingmorethanbasicaccommodation.Theyofferexpandedfacilitiesandhigherlevelofcomfort.

c. ThreeStar:55–70%achievement(551to700points)–Theseenterprisesofferaverygoodlevelofaccommodation.Therearemorespaciouspublicareas,higherqualityfacilitiesandagreaterrangeofservices.

d. Four Star: 70–85% achievement (701 to 850 points) - These propertiesareupscale inallareas.Accommodation is refinedandstylish.Service isresponsive,oftenincludinganextensivearrayoffacilities.

e. FiveStar:85-100%achievement(851to1,000points)-Thesepropertiesreflect the characteristics of luxury and sophistication. The facilities areworldclassineverymannerandthemeticulousserviceexceedsallguestexpectations.

5

BOOKTHREE

ACCREDITATION STANDARDS

Rule III.

AccreditationStandardsforApartmentHotels

No. Ratings Criteria / Indicators Points My Score

Dimension 1: ARRIVAL/DEPARTURE1.1 Building – Appearance

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

2 Minimum 1-5 Apartment Hotel name clearly visible from the street. 0 M M M M M

3 Minimum 1-5 Apartment Hotel name is visible at night. 0 M M M M M

4 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

5 1.3 Building - Condition (wear and tear)

Unacceptable

Neglected 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


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

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

0 M M M M M

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

0 M M M M M

8 Minimum 1-5Clearly designated parking area that meets the relevant provisions of the National Building Code.

0 M M M M M

9Parking area has security to prevent unauthorized vehicle entry.

4

10Parking area is close to units to ensure easy transfer of luggage.

4

1.5 Security

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

0 M M M M M

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

0 M M M M M

13Effective use of CCTV with minimum 30 days recording storage.

3

14 Monitoring of CCTV 24 hours. 5

15 1.6 Reception – Service Hours


7

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

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

16 1.7 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

Outstanding Pre registration information completed and no wait time for registration process.

10

17 1.8 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 apartment hotel.

5

18 1.9 Reception Staff - Appearance

Unacceptable Staff are poorly groomed and untidy. 0

Acceptable Staff wear clean clothing and are neat and tidy.

1

Good Staff are easily identified and well groomed.

2


8

Very good Staff provide a very good professional appearance.

3

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

4

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

5

19 1.10 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.

1

Good Staff are polite and responsive. 2

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

3

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

4

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

5

20 1.11 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


9

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

5

1.12 Other Arrival / Departure Aspects

21 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

22A wide range of payment options are available including at least 3 different types of credit cards.

3

23 Offer to arrange transfer services. 5

Dimension 2: PUBLIC AREAS

242.1 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

252.2 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


10

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

26 2.3 Public Washroom - Quality

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

0

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

272.4 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

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

4

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

5

28 2.5 Public Areas - Room Climate


11

Minimum 1-5

All public areas are air-conditioned or have temperature control initiatives and maintain a temperature between 20-25 degrees year round; except in areas where elevation is 2000 ft. above sea level.

0 M M M M M

292.6 Public Areas - Temperature Control - Quality

Unacceptable No general ambient temperature, poor air quality, bad smells.

0

AcceptableMinimum level of comfort achieved. Some areas are hotter and colder than others.

1

Good A good level of comfort is evident throughout the public spaces. 2

Very GoodThermostatically controlled system that maintains a very good level of comfort in most areas.

3

ExcellentExcellent levels of comfort throughout property. Consistent air flow with no hot areas or draughty places.

4

OutstandingOutstanding levels of comfort throughout. Thermostatically controlled in all public areas.

5

302.7 Public Areas - Temperature Control – Condition and Maintenance

Unacceptable

Unresponsive system, no maintenance plan or consistency of temperature is achieved. Operating noise levels make conversations difficult.

0

Acceptable Aging and dated air-conditioning units, operated at selected times. 1

Good A mixture of systems may be used; all units in good working order, although may be older and used occasionally.

2

Very Good Units may be older but well maintained with very good maintenance. 3

ExcellentExcellent levels of maintenance, would expect most units to be less than 5 years old and of excellent condition.

4


12

OutstandingAll units in excellent condition, no leaks, no rust, quiet operation in as new condition.

5

31 2.8 Public Areas - Lighting – Quality

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

0

Acceptable Enough 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

322.9 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


13

2.10 Public Areas - Lighting – Environmental Protection

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

2

34 Environmental Good use of natural lighting. 3

35 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

36 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

ExcellentTables, 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


14

Dimension 3: BEDROOM

37 3.1 Room Size

Minimum 1 Size including bathroom ≥ 20 sq m 4 m



Minimum 4 Size including bathroom ≥ 35 sq. m 16 m


38

3.2 Three-Bedroom Unit – Availability

The Three-Bedroom unit shall have a minimum size/area of at least 150 sqm.

Minimum 4 2% of the total number of units are Three-bedroom units.

3 m

Minimum 5 5% of the total number of units are Three-bedroom units.

5 m

393.3 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

40 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 metres.

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


15

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

41 3.5 Bedroom – Sound Proofing

Unacceptable No attempt to provide any sound proofing. 0

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

2

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

42 3.6 Bedroom – Noise Levels

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

0

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

2

Good External 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


16

Outstanding Noise should not be more than 50 decibels.

10

433.7 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 inches mattress.

4

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

6

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

443.8 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

453.9 Bedroom - Bedding & Linen - Quality


17

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

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

10

463.10 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

473.11 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


18

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

48 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

49 3.13 Bedroom - Lighting - Condition

Unacceptable Lights not working, bulbs need replacing. 0

Acceptable Acceptable condition of lamps, some bulbs not working.

2

GoodNo 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


19

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

503.14 Bedroom - Lighting – Environmental Protection

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

51 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

52 3.16 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


20

Excellent Excellent condition, fullness of materials. 8

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

10

533.17 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

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

10

543.18 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


21

Outstanding Floor coverings in as new condition. 10

553.19 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

563.20 Bedroom - Temperature Control - Condition & Maintenance

Unacceptable Broken 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


22

57 3.21 Bedroom – Furniture - Quality

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, MDF(Medium Density Fiberboard) 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

583.22 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

59 Electronic key card locking system. 5

60 Environmental Key card power system. 5


23

61Door chain or security device such as peep hole to view visitors.

2

62Small 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

63 Additional second mirror. 1

64Coat hangers – 3 per person minimum – wire.

1

Coat hangers – 3 per person minimum – plastic.

2

Coat hangers – 3 per person minimum – wooden.

3

65 Open shelve wardrobe (no doors). 1

Small size wardrobe (24 inches minimum width).

2

Adequate size wardrobe (35 inches minimum width).

3

Standard size wardrobe (47 inches minimum width).

4

Spacious wardrobe (59 inches minimum width).

5

66 Drawers or enclosed shelf space . 1


24

67 Portable luggage rack. 1

Defined luggage rack – permanent. 2

68 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

69 Daily newspaper delivered to room. 1

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

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

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

2 m m m

73 Clock/Radio/Wake up service. 1

74 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

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

3 m m

75Refrigerator, clean and in working condition.

2


25

Refrigerator with serviced mini bar. 5

76TV 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 inches) with functional remote control.

3

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

4

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

5

77Multichannel options with Philippine travel channels.

1

78Multichannel options with at least 3 international news channels.

1

79DVD player / Home theatre / Pay Movie channels.

1

80 On screen property information. 1

81 On screen messaging and accounts. 1

82In room internet connections (WLAN or wired).

2

Free In room internet connections (WLAN or wired).

3

83Flashlight or illuminated light switches in room.

1

84Laundry bag in room and service available.

1

Express laundry service available (24 hour return service).

2


26

85 Ironing service available. 1

Iron and board in room available. 2

3.24 Bedroom – Cleanliness

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

0 M M M M M

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

88Mattresses are labelled and periodically turned.

2

89 Unacceptable Heavy 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


27

Dimension 4: BATHROOM

4.1 Bathroom – Minimum Requirements

90 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

91 Minimum 1-5 Toilet system in working order 0 M M M M M

924.2 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

934.3 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

Excellent Excellent condition throughout. 8


28

Outstanding As new condition. 10

94 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

954.5 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

Outstanding Outstanding condition, as new condition.

10

96 4.6 Bathroom - Toilet – Quality


29

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

974.7 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

98 4.8 Bathroom – Decoration - Quality

Unacceptable Poor quality throughout, uncoordinated mix of tiles.

0

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

2


30

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

994.9 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

1004.10 Bathroom- Towels – Quality and Cleanliness

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


31

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

101 4.11 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

102 4.12 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

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, sealed toilet seat.

16

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

20


32

4.13 Toiletries - Availability

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

104 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

105 Bidet. 4

106 Functional hairdryer. 2

107 Magnifying mirror. 2

108 Weighing scales. 2

109 Bath robe / gown. 1

110 Slippers. 1

111 Shoe mitt / horns. 1

4.15 Bathroom – Environmental Protection

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

3

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

3

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

3

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

3


33

Dimension 5: LOUNGE / SITTING AREA

116 5.1 Lounge - Space & Comfort

UnacceptableFloor space has obstacles that can cause injury to guests, furniture too large or too small.

0

Acceptable

Lounge may be shared with dining room and have cluttered feel, but there is sufficient space to move around. Ceiling height is at least 2.4 meters.

2

GoodGood amount of space to move freely, there may be some restrictions and chairs may serve dual purposes.

4

Very Good

Lounge area is well planned for ease of movement, no major obstacles to move around, no intrusive noise, easy access to all facilities.

6

Excellent Excellent space to allow comfortable relaxation and generous space to ensure added comfort.

8

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

10

117 5.2 Lounge – Sound Proofing

Unacceptable No attempt to provide any sound proofing. 0

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

2

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

118 5.3 Lounge – Noise Levels

Unacceptable Significant external noise and noise from other units that makes sleeping difficult. 0


34

Acceptable Noise from outside is variable; noise from neighbouring units is audible.

2

Good External noise from other units and from outside is heard but is not significant.

4

Very Good

No intrusive noises from other units, occasional loud noises are still audible from time to time. Noise should not be more than 70 decibels.

6

Excellent Noise should not be more than 60 decibels.

8

Outstanding Noise should not be more than 50 decibels.

10

119 5.4 Lounge - Lighting - Quality

Unacceptable Cracked light switches, lights without shades or lamps.

0

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

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, free standing lamps.

6

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

8

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

10

120 5.5 Lounge - Lighting - Condition

Unacceptable Lights not working, bulbs need replacing. 0

Acceptable Acceptable condition of lamps. 2

Good

Good quality fittings, no burnt shades, aging lamps but effective. Minor maintenance workaround fittings may be required.

4


35

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 lounge in as new condition.

10

1215.6 Lounge - Lighting – Environmental Protection

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

3

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

5

122 5.7 Lounge - Curtains - Quality

Unacceptable Unlined fabric of poor 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

123 5.8 Lounge - Curtains - Condition

Unacceptable Curtains or blinds short, exposed tracking.

0

Acceptable Curtains/shades just cover windows. 2


36

Good Curtains /shades in good condition may be occasional marks.

4

Very Good Curtains/shades, in very good condition, only minor marks are noticeable.

6

Excellent Excellent condition, fullness of materials. 8

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

10

1245.9 Lounge - Floor Coverings - Quality

Unacceptable Floor tiles or carpets do not cover the main floor space.

0

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

2

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

4

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

6

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

8

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

10

1255.10 Lounge – Floor Coverings - Condition

Unacceptable Largely stained coverings, large holes, dirty.

0

Acceptable Some stains and discoloration is acceptable.

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


37

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

8

Outstanding Floor coverings in as new condition. 10

1265.11 Lounge - 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

Excellent Personal 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

1275.12 Lounge - Temperature Control – Condition and Maintenance

Unacceptable Broken windows, cracked glass, draughty. 0

Acceptable Window opens and closes easily, fan inacceptable 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

128 5.13 Lounge - Furniture - Quality

UnacceptableNo usable furniture that is made of material that is not suitable for this purpose.

0

Acceptable

One couch, aged materials, MDF materials, no coordination, repairs evident. Enough seating for sleeping positions.

2


38

GoodGood quality couches. 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

129 5.14 Lounge - 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

5.15 Lounge – Facilities & Amenities

130TV with small screen size (< 20 inches) without remote control.

2

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

4

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

6

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

8

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

10

131Multichannel options with Philippine travel channels.

1

132Multichannel options with at least 3 international news channels.

2

133DVD player / Home theatre / Pay Movie channels.

2


39

Dimension 6: KITCHEN AREA

134 6.1 Kitchen - Layout and Space

Unacceptable Too small to prepare meals, old appliances, untidy, inadequate range. 0

Acceptable Small, but functional kitchen; enough space for one person to move around. 2

Good Well-designed kitchen and good layout. Appliances easily accessible. 4

Very GoodVery good standard of kitchen. Obvious design features designed to ensure efficiency.

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

1356.2 Kitchen - Dining Furniture - Quality

Unacceptable Tables and chairs are insufficient for the number of guests. 0

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

2

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

4

Very Good Very good quality furniture, solid timbers, contemporary cane, coordinated design. 6

Excellent Excellent quality, high grade fabrics, coordinated design. 8

Outstanding Highest quality, luxurious feel, highest quality table and chairs. 10

1366.3 Kitchen - Dining Furniture - Condition

UnacceptableVery old, faded damaged, peeling, grubby marks, evidence of neglect, no table coverings, damaged, marked, scratched.

0


40

Acceptable Furniture in average condition with signs of wear and tear.

2

Good Good condition, some repair work evident.

4

Very Good Very good condition, only minor marks showing on tables.

6

Excellent Excellent quality, no scratches or chips. 8

Outstanding Highest quality, no evidence of wear and tear, luxurious feel.

10

1376.4 Kitchen – Crockery, Cutlery, Glassware - Quality

Unacceptable Incomplete sets of tableware (crockery, cutlery and/or glassware).

0

Acceptable Service of at least 4 sets of tableware, basic but acceptable quality.

1

GoodService of 6 sets of tableware; good quality stoneware, basic metal and glassware.

2

Very Good Very good quality table ware; porcelain, solid metal crockery, quality glassware.

3

Excellent Excellent range and quality of porcelain crockery, designer glassware and cutlery.

4

OutstandingFine china or similar in use, silver cutlery or similar, crystal glassware or similar of outstanding quality.

5

1386.5 Kitchen – Crockery, Cutlery, Glassware – Condition & Cleanliness

Unacceptable Dirty glassware, chipped and stained crockery.

0

Acceptable Crockery and cutlery are clean and mismatched.

1

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

2


41

Very Good Very good level of cleanliness and polished cutlery.

3

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

4

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

5

1396.6 Kitchen - Refrigerator / Freezer – Availability & Functionality

Unacceptable Refrigerator and/or freezer is not working, very dirty, or not available.

0

AcceptableSmall and basic refrigerator with small ice compartment may be old, but functional and basically clean.

2

GoodAverage sized refrigerator with freezer compartment, good condition, sufficient space for short stays.

4

Very GoodLarge refrigerator with separate freezer compartment, very clean, suitable for mid-term stays.

6

Excellent Refrigerator / freezer combination with wine rack and several cooling zones.

8

Outstanding Highest quality refrigerator / freezer combination with cold water dispenser.

10

1406.7 Kitchen – Stove / Oven – Availability and Functionality

UnacceptableStove and/or oven is not working, very dirty or otherwise poor condition, or not available.

0

Acceptable Small stove without oven, may be old, but functional and basically clean.

2

Good Average size stove with oven, good working condition.

4

Very Good Good sized stove and oven. 6

ExcellentLarge cooking range with variety of hot plates / gas flames, in excellent condition and meticulously clean.

8


42

Outstanding Designer cooking range, in as new condition.

10

1416.8 Kitchen – Washing Machine / Dryer – Availability and Functionality

UnacceptableWashing machine is not working, very dirty, rusty or otherwise poor condition, or not available.

0

Acceptable Basic washing machine and in working condition.

2

GoodAverage size washing machine with multiple washing programs, in good condition.

4

Very Good Large washing machine, in very good condition.

6

Excellent Large washing machine with dryer, in excellent condition.

8

Outstanding Highest quality washing / dryer combination, in as new condition.

10

142 6.9 Kitchen - Cleanliness

Unacceptable Dirty, inadequate food storage options. 0

Acceptable Clean, tidy, cold storage options are acceptable.

2

Good Well maintained appliances, no smears and marks.

4

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

6

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

8

OutstandingOutstanding kitchen environment; spotless, as new appliances in appearance and cleanliness.

10

143 6.10 Kitchen - Ventilation

Unacceptable Poor ventilation, windows do not fully open, difficult to extract smells.

0


43

Acceptable Adequate ventilation, window open to extract heat and smells.

1

GoodGood level of ventilation, may be extractor fans of older condition but effective.

2

Very Good Very good ventilation, extractor fans or similar work effectively.

3

Excellent Excellent and responsive ventilation system.

4

Outstanding Outstanding ventilation system, the best available.

5

6.11 Kitchen – Small Appliances – Availability & Functionality

144 Toaster. 2

145 Kettle, electric. 2

146 Wine cooler. 1

6.12 Kitchen – Cooking Utensils - Availability

147 Cooking pots and saucepans (at least a set of 3). 1

148 Frying pan. 1

149 Casserole dish with lid. 1

150 Bowls and servers (at least a set of 3). 1

151 Kitchen knives, cooking and serving spoons, chopping board, scissors, etc). 1

6.13 Kitchen – Cleaning Utensils - Availability

152 Broom , dustpan and brush. 1

153 Mop, floor cloth and bucket. 1

154 Cleaning agents. 1

155 Dish cleaning utensils. 1

156 Oven cloth or mitt. 1


44

Dimension 7: AMENITIES AND SERVICES

7.1 Amenities - Guest Services

157 Apartment / Kitchen cleaning service. 4

158 Play area with trained staff on duty. 4

159Room service availability for a minimum of 12 hours.

4

160Caretaker service availability for a minimum of 12 hours.

4

7.2 Amenities – Wellness Services

161Fitness centre on site with cardio machines and trained staff.

3

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

5

162 Massage services on site. 2

163

Spa with 3 or more treatment options.

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

2

Spa Services include Traditional Filipino treatments.

2

164 Swimming pool with lifeguard on duty. 2

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

5

165 Jacuzzi. 2

166 Sauna / steam room. 2

7.3 Amenities – General Services

167 Function room. 2

168 Gift and souvenir shop. 2

169 Tour desk. 2

170 Hairdressers / salons. 2

171Business Center (with PC, printer, photo copier, internet connection, etc).

2

172 First Aid facility with trained staff on site. 2


45

Dimension 8: BUSINESS PRACTICES

8.1 Business Processes

173 Minimum 1-5 Emergency and fire evacuation procedures are followed and in place.

0 M M M M M

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

0 M M M M M

175Safety systems and documentation in place to respond to possible natural disasters and man-made threats.

5

176Cleaning schedules in place that show daily, weekly and seasonal cleaning and checking procedures.

5

177Maintenance plans that show plan to address major areas requiring maintenance.

5

178Vermin/Pest control processes in place to identify and eliminate pests such as rodents, bed bugs, cockroaches, flies, etc.

5

179Risk assessment audit conducted in the last 5 years that reviews security threats to the property.

5

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

5

181 Environmental Environmental systems in place to reduce water with reduction targets.

5

182 Environmental Environmental systems in place to reduce energy with reduction targets.

5

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

5

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

5

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

5

186 Environmental

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

5

187Guest complaint handling system (complaints are documented and responded to within 24 hours).

5


46

188Refund policy (if complaints cannot be resolved to guest satisfaction, discounts or compensation will be applied).

5

189Guest feedback and satisfaction monitoring system in place.

5

190 Minimum 1-5

Apartment Hotel meets all current regulations and legislative requirements to operate an Apartment Hotel. (Revised Fire Code, Sanitary Code, Accessibility Law, etc).

0 M M M M M

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

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

5

192

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

2

193All interior doors shall have at least a width of 35 inches to accommodate big and motorized wheelchairs.

2

194

PWD Bed rooms shall have the following: • Levertypedoorhandles.• Dualheightpeepholeswiththe

lower one at 39 inches from the floor.

• Lightswitchesatmaximum47inches from the floor.

• Electricaloutletsataminimumof18 inches from the floor.

• Bedheightatmaximumof20inches.

• Easy-to-openpreferablyslidingcloset doors.

• Dualheighthangerrackswiththelower rack at 55 inches from the floor.

7


47

195

PWD Bathrooms shall have the following: • Toiletflooringofnon-slippery

surface materials even when wet.• Toiletbowlsshouldbepositioned

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.

• Grabbarsshouldbeplacedonbothsides at 28-30 inches from the floor for the safety and effective utility, the distance between the bars not exceeding 30 inches.

• Toiletbowlsshouldbeelevatedtoa range of 18-20 inches from the floor.

4

196

At least one Elevator with PWD-friendly features:

• Canaccommodateaminimumoftwo (2) wheelchairs.

• Theexteriorandinteriorbuttonpanels shall not exceed 47 inches from the floor.

• ThepanelbuttonsshallfeatureBraille signs or otherwise embossed with familiar signs for those not educated in Braille.

• Speakersystemshallalsobeinplace to inform the blind to what floor the elevator is already at.

• Equippedwithhandrailsplacedinboth sides at 28-30 inches from the floor.

5


49

BOOKFOUR

APPLICATION FOR ACCREDITATION

Rule IV.

AccreditationProcess

Section1.FilingofApplication.Anyperson,partnership,corporationorotherentitydesiringtooperateaprimarytourismenterpriseasdefinedhereinshallsecureanaccreditationfromtheDepartment.Applicationforaccreditationshallbeaccomplishedonline.

Section2.DocumentaryRequirements.TheDepartmentshallissueaListofDocumentaryRequirementstobecompliedwithbyapplicantsaspartoftheaccreditationprocess.

Section3. Inspection.An Inspection teamshallconductanauditof theestablishment todetermine its classification.An oversight committee from the Department shall conductperiodicinspectionoftheclassifiedestablishment.

Section4.ValidityofAccreditation.TheCertificateofAccreditationshallbevalidforaperiodoftwo(2)years,unlesssoonerrevokedbytheDepartment.

Section5.ScheduleofFees.TheDepartmentshallissueascheduleofaccreditationfeestobeimplementedbytheseRules.

BOOK FIVE

CANCELLATIONAND/ORDOWNGRADINGOFACCREDITATION

Rule V.

Cancellationand/orDowngradingofAccreditation

Section1.GroundsforCancellation.Anyofthefollowingacts,omissionsshallbesufficientgroundsforthecancellationofaccreditation:

a. Makinganyfalsedeclarationorstatementormakinguseofanysuchdeclarationorstatementoranydocumentcontainingthesameorcommittingfraudoranyactofmisrepresentationforthepurposeofobtainingtheissuanceofaccreditation;

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

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

50

d. Allowingorpermittingtheestablishmentoritsfacilitiestobeusedforprostitutionparticularlythoseinvolvingchildrenoranyillegal,immoralorillicitactivities;and

e. Violation of or non-compliance with any of the provisions of these Rules,promulgatedorders,decisionsandcircularsissuedbytheDepartmentandotherconcernedgovernmentagencies.

Section 2. Procedure for Cancellation and/or Downgrading of Accreditation. AssessorsshallsubmitareportwithrecommendationsbasedontheinspectionfindingstotheOfficeofTourismStandardsandRegulation(OTSR).TheOTSRshall thensenda letter to theconcernedenterprise regarding itsdeficiencies, specifyingagraceperiodofaminimumof3monthswithinwhichtorectifysuchfindings.Non-compliancewithintheallottedgraceperiodmayresultinthecancellationand/ordowngradingofaccreditationoftheconcernedenterprise. The Department shall likewise inform the concerned local government unitregardingtheaccreditationstatusoftheenterprise.

BOOK SIX

SUPERVISIONOFACCREDITEDESTABLISHMENTS

Rule VI.

SupervisionofAccreditedEstablishments

Section1.DisplayofDOTAccreditationSeal.ThevalidDOTaccreditationsealshallbedisplayedinaconspicuousplaceoftheestablishment.

Section2.Non-TransferabilityofDOTAccreditationSeal.Therightsandprivilegesovertheaccreditationshallbenon-transferable.

Section 3. Periodic Inspection. The Department may send an inspection team to theestablishment for thepurposeoffindingoutwhether it isbeingkeptand/ormanaged inamannerconformable to thestandardssetby theDepartment. The inspectionshallbeconductedatareasonabletimeofthedaywithdueregardandrespectaccordedtotherighttoprivacyofpartiesconcerned.

Section4.DefectsandDeficienciesFoundDuring the Inspection.Wherecertaindefectsanddeficiencieshavebeenfound in thecourseof inspection, theDepartmentshallgivedirectiontothekeeper,manageroroperatortorectifythedefectsordeficiencieswithinareasonableperiodoftime.

Section5.PenaltyforFailuretoRemedytheDefects,etc.Ifthemanagementfailstoremedythedefectsordeficiencies,theDepartmentmaywithdrawthecertificateofaccreditationoftheestablishment.

Section6.Advertisements.AllDOTaccreditedhotels,resortsandapartmenthotelswhichshalladvertiseitsbusinessorservicesthroughprintmediamustspecifyintheadvertisementitemitselftheDOTaccreditationnumber.

51

BOOK SEVEN

OTHERPROVISIONS

Rule VII.

MiscellaneousandTransitoryProvisions

Section1.ConfidentialCharacterofCertainData.InformationanddocumentsreceivedorfiledwiththeDepartmentinpursuanceoftherequirementsoftheseRulesshallbetreatedasconfidentialandshallnotbedivulgedtoanyprivatepartywithouttheconsentofthepartyconcerned.

Section2.Circulars.TheDepartmentshall fromtimeto time, issuerelevantmemorandaandcircularsforproperimplementationoftheprovisionsoftheseRules.

Section3.SeparabilityClause.TheprovisionsoftheseRulesareherebydeclaredseparable,andintheeventthatanyoneormoreofsuchprovisionsaredeclaredinvalid,thevalidityofallotherprovisionsshallnotbeaffectedthereby.

Section 4.RepealingClause.All existingRules andRegulations orCirculars issued bytheDepartmentofTourismwhichareinconsistentwiththeprovisionsoftheseRules,areherebyrepealedand/ormodifiedaccordingly.

Section5.Effectivity.TheseRulesandRegulationsshalltakeeffectimmediately.

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

(SGD.)RAMONR.JIMENEZ,JR. Secretary

ATTESTED:

(SGD.) ATTY. MA. VICTORIA V. JASMINUndersecretary

table of contents - …accreditationonline.tourism.gov.ph/downloadables/standards/... · 1.1...

Documents