It’s more funinthe
Phil ines
National Accommodation Standards
HOTEL
Department of Tourism
Manila, Philippines
http://accreditationonline.tourism.gov.ph
www.tourism.gov.ph
www.itsmorefuninthephilippines.com
Email: accreditation@tourism.gov.ph
TABLE OF CONTENTS
Page
BOOK ONE - GENERAL PROVISIONS
Rule I. Deinition and Basic Guidelines
Section 1. Title ................................................................................................................ 1
Section 2. Deinition 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 Hotels
Dimension 1. ARRIVAL / DEPARTURE
1.1
1.2
1.3
1.4
1.5
1.6
1.7
1.8
1.9
1.10
1.11
1.12
1.13
1.14
1.15
Building – Appearance ............................................................. 5
Building - Design and Construction Quality .............................. 5
Building – Condition (wear and tear) ........................................ 5
Entrance / Exit & Parking ......................................................... 6
Security.................................................................................... 6
Reception – Service Hours ...................................................... 7
Reception – Size ...................................................................... 7
Reception – Seating Area ........................................................ 7
Check-in Process..................................................................... 8
Luggage Services .................................................................... 8
Porter Services ........................................................................ 8
Reception Staff – Appearance ................................................. 8
Reception – Service Quality..................................................... 9
Reception Services – Check-out .............................................. 9
Other Arrival / Departure Aspects .......................................... 10
Dimension 2: PUBLIC AREAS
2.1
2.2
Public Areas - Decoration - Design and Quality ..................... 10
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 – Temperature Control – Quality ....................... 13
2.9 Public Areas – Temperature Control – Condition and
Maintenance ................................................................ 14
2.10 Public Areas – Lighting – Quality ........................................... 14
i
2.11 Public Areas – Lighting – Condition ....................................... 15
2.12 Public Areas – Lighting – Environmental Protection .............. 15
2.13 Public Areas – Cleanliness .................................................... 15
Dimension 3: BEDROOM
3.1
3.2
3.3
3.4
3.5
3.6.
3.7
3.8
3.9
3.10
3.11
3.12
3.13
3.14
3.15
3.16
3.17
3.18
3.19
3.20
3.21
3.22
3.23
3.24
Room Size ............................................................................. 16
Suites Availability ................................................................... 16
Rooms for Persons with Disabilities (PWD) – Availability .
17
Bedroom – Space and Comfort ............................................. 17
Bedroom – Sound Prooing .................................................... 17
Bedroom – Noise Levels........................................................ 18
Bedroom – Bed Mattress – Quality ........................................ 18
Bedroom – Bed Mattress – Condition .................................... 19
Bedroom – Bedding & Linen Quality...................................... 19
Bedroom – Bedding & Linen Condition .................................. 20
Bedroom – Pillows – Quality/Condition .................................. 20
Bedroom – Lighting – Quality ................................................ 20
Bedroom – Lighting – Condition ............................................ 21
Bedroom – Lighting – Environmental Protection .................... 21
Bedroom Curtains – Quality................................................... 22
Bedroom Curtains – Condition............................................... 22
Bedroom – Floor Coverings – Quality .................................... 23
Bedroom – Floor Coverings – Condition ................................ 23
Bedroom – Temperature Control – Quality ............................. 23
Bedroom – Temperature Control – Condition and
Maintenance................................................................ 24
Bedroom – Furniture – Quality............................................... 24
Bedroom – Furniture – Condition ........................................... 25
Bedroom – Accessories and Amenities available .................. 25
Bedroom – Cleanliness ......................................................... 29
Dimension 4: BATHROOM
4.1
4.2
4.3
4.4
4.5
4.6
4.7
4.8
4.9
4.10
4.11
4.12
4.13
Bathroom – Minimum Requirements ..................................... 30
Bathroom – Shower/Bath Quality .......................................... 30
Bathroom – Shower/Bath Condition/Maintenance ................. 30
Bathroom – Basin Quality ...................................................... 31
Bathroom – Basin – Condition/Maintenance.......................... 31
Bathroom – Toilet – Quality .................................................... 32
Bathroom – Toilet – Condition/Maintenance .......................... 32
Bathroom – Decoration – Quality ........................................... 33
Bathroom – Decoration – Condition/Maintenance ................. 33
Bathroom – Towels – Quality and Cleanliness ....................... 33
Bathroom – Space and Comfort ............................................ 34
Bathroom – Overall Cleanliness ............................................ 34
Toiletries – Availability ............................................................ 35
ii
4.14 Bathroom – Amenities – Availability ....................................... 35
4.15 Bathroom – Environmental Protection ................................... 36
Dimension 5: FOOD AND BEVERAGE
5.1
5.2
5.3
5.4
5.5
5.6
5.7
Food and Beverage- Availability of Restaurants ...................... 36
Food and Beverage – Options available .................................. 37
Food and Beverage – Service Quality ..................................... 37
Restaurant – Decoration and Furniture – Quality..................... 37
Restaurant – Decoration & Furniture – Condition .................... 38
Restaurant – Crockery, Cutlery, Glassware – Quality............... 38
Restaurant – Crockery, Cutlery, Glassware –
Cleanliness.................................................................. 39
5.8 Restaurant – Space and Comfort ............................................ 39
5.9 Kitchen – Quality of Appliances ............................................... 40
5.10 Kitchen - Cleanliness ............................................................... 40
Dimension 6: AMENITIES AND SERVICES
6.1
6.2
6.3
6.4
Amenities – Guest Services..................................................... 41
Amenities – Wellness Services ................................................ 41
Amenities – General Services ................................................. 42
Amenities – Conference/Function Venue .................................. 42
Dimension 7: BUSINESS PRACTICES
7.1 Business Processes ................................................................ 43
7.2 Barrier-free Facilities for Persons with
Disabilities (PWD) ....................................................... 44
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
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
iii
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 Deiciencies 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. Conidential Character of Certain Data ....................................... 49
Section 2. Circulars ..................................................................................... 49
Section 3. Separability Clause .................................................................... 49
Section 4. Repealing Clause ....................................................................... 49
Section 5. Effectivity .................................................................................... 49
iv
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
vi
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 abovementioned 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%
10%
10%
5%
Amenities
Business Practices
10%
10%
10%
Total
100%
100%
100%
vii
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 177 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.
A mandatory
The
reference item in this
number case for 1-5
stars
These items
link together
A description
of the criteria
viii
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
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 TOURISM
STANDARDS FOR THE ACCOMMODATION SECTOR – HOTELS, RESORTS
AND APARTMENT HOTELS ARE HEREBy PROMULGATED TO IMPLEMENT
THE INTENT AND PURPOSE OF THE SAID REPUBLIC ACT.
BOOK ONE
GENERAL PROVISIONS
Rule I.
Deinition 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. Deinition 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 certiication issued by the Department to a
tourism enterprise that oficially recognizes it as having complied with the
minimum standards for the operation of tourism facilities and services.
b. “Act” shall refer to Republic Act No. 9593, otherwise known as the “Tourism
Act of 2009”.
c.
“Apartment Hotel” shall refer to serviced apartments offering self-contained
units that contain access to kitchen and laundry facilities. A number of
bedrooms may share one bathroom in the unit.
1
d. “Department or DOT” shall refer to the Department of Tourism created
pursuant to Presidential Decree No. 189 (1973), as amended.
e. “Hotel” shall refer to full service accommodation with reception and guest
rooms generally offering private facilities with an onsite restaurant, room
and bar services available. Additional facilities such as business centres
and conference rooms are expected.
f.
“Mandatory Requirements (M)” shall refer to those requirements without
which an enterprise shall not be accredited.
g. “Minimum Requirements (m)” shall refer to those requirements which are
minimum to a certain classiication, without which the establishment will
not be awarded such classiication but instead be downgraded to a lower
one, regardless of the total points accumulated.
h. “OTSR” shall refer to the Ofice of Tourism Standards and Regulation of
the Department.
i.
“Primary Tourism Enterprises” refers to travel and tour services; land,
sea and air transport services exclusively for tourist use; accommodation
establishments; convention and exhibition organizers; tourism estate
management services; and such other enterprises as may be identiied by
the Secretary, after due consultation with concerned sectors.
j.
“Quality Gradings” shall refer to such terms as unacceptable, adequate,
good, very good, excellent and outstanding are used to signify the
ascending levels of quality.
k.
“Resort” shall refer to full service accommodation located in a more
natural, relaxed environment, with reception and guest rooms generally
offering private facilities with an onsite restaurant, room and bar service
available. Additional recreation facilities and tour services are expected.
l.
“Rules” shall refer to these Rules and Regulations implementing the
Accreditation of Accommodation Establishments without prejudice to the
Implementing Rules and Regulations of the Tourism Act of 2009.
m. “Standards” shall refer to a set of written functional, aesthetic and technical
requirements in the form of speciications or guidelines to ensure that a
product and service complies with the Rules and Regulations set forth by
the Department.
2
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 signiicant tourism
potential; convention organizers; accommodation establishments,
including, but not limited to, hotels, resorts, apartelles, tourist inns, motels,
pension houses, and home stay operators; tourism estate management
services, restaurants, shops and department stores, sports and recreational
centers, spas, museums and galleries, theme parks, convention centers
and zoos.
BOOK TWO
STAR GRADING SYSTEM
Rule II.
Star Grading System for Hotels, Resorts and Apartment Hotels
Section 1. Five Star Grading System. There are ive (5) levels of accommodation
standards ranging from one to ive stars. The star bands for Hotels, Resorts and
Apartment Hotels are as follows:
a. One Star: 25-40% achievement (251 to 400 points) – These enterprises
appeal to budget minded travellers. There is a limited range of facilities and
services.
b. Two Star: 40-55% achievement (401 to 550 points) - These enterprises
appeal to the tourists seeking more than basic accommodation. They offer
expanded facilities and higher level of comfort.
c.
Three Star: 55–70% achievement (551 to 700 points) – These enterprises
offer a very good level of accommodation. There are more spacious public
areas, higher quality facilities and a greater range of services.
d. Four Star: 70–85% achievement (701 to 850 points) - These properties
are upscale in all areas. Accommodation is reined and stylish. Service is
responsive, often including an extensive array of facilities.
e. Five Star: 85-100% achievement (851 to 1,000 points) - These properties
relect the characteristics of luxury and sophistication. The facilities are
world class in every manner and the meticulous service exceeds all guest
expectations.
3
4
BOOK THREE
ACCREDITATION STANDARDS
Rule III.
Accreditation Standards for Hotels
No.
No.
Ratings
Ratings
Criteria / Indicators
Criteria / Indicators
Points
My
Score
My
Points
Score
Dimension 1: ARRIVAL/DEPARTURE
1.1 Building – Appearance
1
Minimum 1-5
Exterior in a clean it for purpose
condition.
0
M M M M M
2
Minimum 1-5
Hotel name clearly visible from the street.
0
M M M M M
3
Minimum 1-5
Hotel name is visible at night.
0
M M M M
1.2 Building - Design and
Construction Quality
4
Unacceptable
Built design and construction quality is
from materials that are not durable and/
or unsafe for guest use.
0
Acceptable
Basic structure with adequate materials
that will provide a simple and safe
accommodation environment.
2
Good
A functional building with good quality
materials and eicient layout.
4
Very Good
Strong 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
Outstanding
Luxurious and unique exterior,
outstanding visual appeal, highest
quality materials used in construction.
10
1.3 Building - Condition (wear and
tear)
5
Unacceptable
Neglected appearance, obvious structural
repairs needed, poor outside materials,
laking paint, rotting wood, rust evident.
5
0
No.
Ratings
Criteria / Indicators
Points
Acceptable
Minor maintenance may be required,
natural weathering is evident.
2
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
My
Score
1.4 Entrance / Exit & Parking
6
Minimum 1-5
Driveway is in a sound condition and
free from signiicant 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 1-5
Clearly designated parking area that
meets the relevant provisions of the
National Building Code.
0
M M M M M
9
Minimum
4&5
Valet parking is provided.
3
m
1.5 Security
10
Minimum 1-5
Professional security in place 24 hours
at main entry point.
0
M M M M M
11
Minimum 1-5
Property and security services designed
to ensure guest safety at all times.
0
M M M M M
12
Efective use of CCTV with minimum 30
days recording storage.
3
13
Monitoring of CCTV 24 hours.
5
6
No.
Ratings
Criteria / Indicators
Points
My
Score
1.6 Reception – Service Hours
14
Minimum 1-2
Reception service available 16 hours.
0
Minimum 3-5
Reception service available 24 hours.
5
1.7 Reception – Size
15
Unacceptable
Reception area is small and/or diicult
to locate.
0
Acceptable
Obvious size restrictions, area may be
cluttered.
1
Good
Functional reception for the operation.
2
Very good
Very good size, generous space.
3
Excellent
Excellent reception area, seated check in
is an option.
4
Outstanding
Luxurious check in facility, private
check in facility is available and used as
appropriate.
5
1.8 Reception - Seating Area
16
Unacceptable
No seating available or seating options
in poor condition with lack of privacy.
0
Acceptable
No seating area available but limited
privacy means it is diicult to have
private conversations.
1
Good
Seating available close by for a small
group of not less than 4 guests.
2
Very Good
Comfortable seating area close by for
not less than 6 guests.
3
7
M M
m m
No.
Ratings
Criteria / Indicators
Points
Excellent
Seating area with excellent quality
seating appropriate for the size of the
hotel.
4
Outstanding
Outstanding seating options are
available for diferent sized groups to
enable comfort whilst waiting near
reception.
5
My
Score
1.9 Check-in Process
17
Unacceptable
Lengthy ineicient 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
Good
Basic registration process in place, with
prompt service (not more than 8
minutes per guest).
4
Very good
Basic 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 conirm details (not
more than 4 minutes per guest).
8
Outstanding
Pre registration information completed
and no wait time for registration
process.
10
1.10 Luggage Services
18
Minimum 1-5
0
Left luggage practices ensure
bag security and luggage room is
proportionate to size of hotel.
5
M M M M M
1.11 Porter Services
19
Minimum 3-5
20
Left luggage services available without
dedicated space.
Porter services are available.
1.12 Reception Staf - Appearance
8
5
m m
No.
Ratings
Criteria / Indicators
Points
Unacceptable
Staf are poorly groomed and untidy.
0
Acceptable
Staf wear clean clothing and are neat
and tidy.
2
Good
Staf are easily identiied and well
groomed.
4
Very good
Staf provide a very good professional
appearance.
6
Excellent
Staf are very well groomed and take
pride in their appearance.
8
Outstanding
Staf are immaculately groomed and
attention to detail is obvious.
10
1.13 Reception – Service Quality
21
Unacceptable
Staf are unresponsive, inattentive or
absent for extended periods.
0
Acceptable
Staf are not very attentive or seem
distracted, may be absent for short
periods.
2
Good
Staf are polite and responsive.
4
Very good
Staf are welcoming and provide a sense
of arrival.
6
Excellent
Staf take an interest in the guests
preferences, refreshments or similar
may be ofered on arrival.
8
Outstanding
Staf are very responsive, attentive, and
eicient while taking a personal interest
about every requirement of the guest.
10
1.14 Reception Services –
Check-out
22
Unacceptable
Lengthy ineicient check-out process
with unacceptable wait time of over 10
minutes before receiving any service.
9
0
My
Score
No.
Ratings
Criteria / Indicators
Points
Acceptable
Basic check-out process with minor wait
time (not more than 10 minutes per
guest).
1
Good
Basic 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
Excellent
Express check-out with minimal wait
time (not more than 4 minutes per
guest).
4
Outstanding
In room check-out options and express
service ofered with no wait time.
5
My
Score
1.15 Other Arrival / Departure
Aspects
Guests must be provided with Oicial
Receipt on departure.
0
Account reviewed and then presented in
an envelope.
1
24
A wide range of payment options are
available including at least 3 diferent
types of credit cards.
3
25
Ofer to arrange transfer services.
5
23
Minimum 1-5
Dimension 2: PUBLIC AREAS
2.1 Public Areas - Decoration Design and Quality
26
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
10
M M M M M
No.
Ratings
Criteria / Indicators
Points
Excellent
Excellent standard of coordinated décor
throughout all public spaces.
8
Outstanding
Highest quality, unique wall hangings
on display, outstanding design features.
10
2.2 Public Areas – Decoration Condition and Maintenance
27
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
Good
Some aging still evident, maintenance
practices are noted and 1 or 2 minor
repairs are needed.
4
Very Good
Very good condition with a few
scratches and marks evident.
6
Excellent
No major scratches or marks, overall an
excellent quality throughout.
8
Outstanding
No evidence of wear and tear, in as new
condition throughout.
10
2.3 Public Areas - Furniture –
Quality
28
Unacceptable
Uncomfortable furniture that is made of
poor materials, or no furniture used.
0
Acceptable
Mismatched furniture that is not
particularly comfortable.
2
Good
May be older furniture or newer lower
quality coordinated furniture, durable
materials are used.
4
Very Good
Very good quality furniture, high levels
of comfort, easy and attractive seating
arrangements.
6
Excellent
Excellent furniture quality, great degree
of comfort, attractive and highlycoordinated.
8
11
My
Score
No.
Ratings
Outstanding
Criteria / Indicators
Points
Highest quality furniture in outstanding
condition, or antique furniture of
highest quality.
10
2.4 Public Areas - Furniture –
Condition
29
Unacceptable
Scratched and badly damaged furniture,
loose arms and legs, stained, dirty
upholstery or no furniture used.
0
Acceptable
Occasional marks, in need of minor
repair, acceptable condition.
2
Good
Good level of condition throughout
most of the public areas. Some public
spaces may not display a range of
furniture.
4
Very Good
Very good condition of furniture, with
only some minor signs of wear and tear
throughout the public areas.
6
Excellent
Excellent furniture condition
throughout the hotel.
8
Outstanding
Furniture in outstanding as new
condition, conveniently located
throughout the hotel.
10
2.5 Public Washroom - Quality
30
Unacceptable
Poor quality throughout, aged basin and
bowl, not it for purpose.
0
Acceptable
Aging ixtures, rough inish no
additional space.
1
Good
Good quality ixtures, standard design,
limited space.
2
Very Good
Very good, high quality basin, superior
design, ample bench room.
3
Excellent
Excellent quality of ittings, basin and
bowl decoration is to a high standard.
4
Outstanding
Outstanding quality, designer tap ware,
ample space.
5
12
My
Score
No.
Ratings
Criteria / Indicators
Points
My
Score
2.6 Public Washroom - Condition
and Cleanliness
31
Unacceptable
Basin chipped or damaged, paintwork
chipped, laking, dirty condition.
0
Acceptable
Older condition, but clean and usable.
1
Good
Some signs of wear and tear, aging 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
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
2.7 Public Areas - Room Climate
32
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
2.8 Public Areas - Temperature
Control – Quality
33
Unacceptable
No general ambient temperature, poor
air quality, bad smells.
0
Acceptable
Minimum level of comfort achieved.
Some areas are hotter and colder than
others.
2
Good
A good level of comfort is evident
throughout the public spaces.
4
Very Good
hermostatically controlled system that
maintains a very good level of comfort
in most areas.
6
13
M M M M
No.
Ratings
Criteria / Indicators
Points
Excellent
Excellent levels of comfort throughout
property. Consistent air low with no
hot areas or draughty places.
8
Outstanding
Outstanding levels of comfort
throughout. hermostatically controlled
in all public areas.
10
2.9 Public Areas - Temperature
Control – Condition and
Maintenance
34
Unacceptable
Unresponsive system, no maintenance
plan or consistency of temperature is
achieved. Operating noise levels make
conversations diicult.
0
Acceptable
Aging and dated air-conditioning units,
operated at selected times.
2
Good
A mixture of systems may be used; all
units in good working order, although
may be older and used occasionally.
4
Very Good
Units may be older but well maintained
with very good maintenance.
6
Excellent
Excellent levels of maintenance, would
expect most units to be less than 5 years
old and of excellent condition.
8
Outstanding
All units in excellent condition, no
leaks, no rust, quiet operation in as new
condition.
10
2.10 Public Areas - Lighting –
Quality
35
Unacceptable
Low quality lighting, bare bulbs with no
shades, dim, gloomy efect, 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 Good
Very good illumination options, reading
lights throughout the public areas.
Multiple light switches.
3
Excellent
Excellent quality lighting. Lighting
efects with use of picture lighting or
special efects lighting, excellent quality
ittings.
4
14
My
Score
No.
Ratings
Outstanding
Criteria / Indicators
Highest quality of lighting. Designed for
practical use and also efect, showing of
corridor and features in public areas,
e.g. mood lighting and dimming system.
Points
5
2.11 Public Areas - Lighting –
Condition
36
Unacceptable
Poor condition, exposed wires, wobbly
ittings, loose plugs.
0
Acceptable
Acceptable condition of lamps, aging is
evident.
1
Good
Good quality ittings, no burnt
shades, any repair work to ittings is
professionally done.
2
Very Good
Very good condition of ittings, no
repair work required.
3
Excellent
Excellent quality ittings throughout all
public areas. Designer lamps used where
appropriate.
4
Outstanding
Highest quality of light ittings used in
as new condition.
5
2.12 Public Areas - Lighting –
Environmental Protection
37
Environmental
Sensor lighting in use that does not
compromise guest safety.
2
38
Environmental
Good use of natural lighting.
3
39
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
2.13 Public Areas – Cleanliness
40
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
15
My
Score
No.
Ratings
Criteria / Indicators
Points
Good
Eicient vacuuming, generally good,
evidence of high and low dusting,
bathrooms are in good tidy condition.
4
Very Good
One or two small areas missed but
overall very satisfactory cleaning
process, everything is tidy. Bathrooms
are cleaned regularly throughout the
day as required.
6
Excellent
Tables, surfaces well-polished,
no smears, excellent standard of
cleanliness. Bathrooms are in excellent
condition.
8
Outstanding
As new look and feel, very clean
and shining surfaces, excellent
attention to detail, bathrooms are
always in outstanding condition
throughout the day.
10
My
Score
Dimension 3: BEDROOM
3.1 Room Size
41
Minimum 1
Size including bathroom ≥ 16 sq. m
4
Minimum 2
Size including bathroom ≥ 18 sq. m
8
Minimum 3
Size including bathroom ≥ 20 sq. m
12
Minimum 4
Size including bathroom ≥ 25 sq. m
16
Minimum 5
Size including bathroom ≥ 30 sq. m
20
m
m
m
m
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 extension in
bathroom).
42
Minimum 4
2% of rooms are suites.
3
Minimum 5
5% of rooms are suites.
5
16
m
No.
Ratings
Criteria / Indicators
My
Score
Points
3.3 Rooms for Persons with
Disabilities (PWD) – Availability
43
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
3.4 Bedroom - Space & Comfort
44
Unacceptable
Floor space has obstacles that can cause
injury to guests, furniture too large or
too small, may be less than 2.4 meters.
0
Acceptable
Doors and drawers can be opened freely
without moving furniture, may still
have cluttered feel, impression is fair,
ceiling height is at least 2.4 meters.
2
Good
Good amount of space to move freely
carrying a suitcase, there may be some
restrictions and a chair may serve dual
purposes.
4
Very Good
Bedrooms 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 eiciency of movement. Ample
free space with furniture in suitable and
convenient places.
10
3.5 Bedroom – Sound Prooing
45
Unacceptable
No attempt to provide any sound
prooing.
0
Acceptable
Any adjoining room has one door and
is not sound proofed and curtains are
thin and provide very limited sound
prooing.
2
Good
Good level of sound prooing, lined
curtains are in place and building design
assists sound prooing.
4
Very Good
Very good sound prooing materials are
used; Heavy curtains and loor coverings
reduce noise.
6
Excellent
Excellent level of sound prooing,
including double glazing and other
methods to reduce external noises.
8
17
M M M M
No.
Ratings
Outstanding
Criteria / Indicators
Outstanding sound prooing design to
ensure quiet enjoyment of space.
Points
10
3.6 Bedroom – Noise Levels
46
Unacceptable
Signiicant external noise and noise
from other rooms that makes sleeping
or peaceful enjoyment diicult.
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
signiicant.
4
Very Good
No intrusive noises from other rooms,
occasional loud noises are still audible
from time to time. Noise should not be
more than 70 decibels as measured by
the pillow position on the bed.
6
Excellent
Noise should not be more than 60
decibels.
8
Outstanding
Noise should not be more than 50
decibels.
10
3.7 Bedroom – Bed Mattress –
Quality
47
Unacceptable
Sofa beds are not acceptable as
permanent bed spaces, mattresses less
than 4 inches.
0
Acceptable
Foam 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 inch
mattress.
4
Very Good
Standard coil, comfort layers may have
pillow top, 8 inch mattress.
6
Excellent
Coil spring or equivalent, separate
mattress top, mattress protectors (bed
pad) and pillow protectors / slips.
8
18
My
Score
No.
Ratings
Outstanding
Criteria / Indicators
Latex or pocket spring, deep comfort,
separate mattress top; mattress
protectors (bed pad) and pillow
protectors / slips.
Points
10
3.8 Bedroom – Bed Mattress –
Condition
48
Unacceptable
Ripped or badly stained mattress,
springs coming through, uncomfortable
and lumpy.
0
Acceptable
Small 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
3.9 Bedroom - Bedding & Linen –
Quality
49
Unacceptable
hin sheets do not properly it the bed.
0
Acceptable
hinly woven cotton, no tears or rips.
2
Good
hinly woven cotton or poly cotton
sheets of good quality.
4
Very Good
Medium 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
Outstanding
All linen outstanding quality should
have minimum 300 thread count or silk
linen or similar.
10
19
My
Score
No.
Ratings
Points
3.10 Bedroom - Bedding & Linen –
Condition
50
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
3.11 Bedroom – Pillows – Quality /
Condition
51
52
Criteria / Indicators
Unacceptable
Lumpy pillows, too hard, too soft, out of
shape and/or in other poor condition.
0
Acceptable
Clean, basic pillows, acceptable quality,
average irmness/softness.
2
Good
Good quality pillows, with pillow
protectors.
4
Very Good
Very good pillows, at least 2 per sleeping
position.
6
Excellent
A range of excellent pillows available.
8
Outstanding
A pillow menu is available with pillows
in as new condition.
10
3.12 Bedroom – Lighting – Quality
20
My
Score
No.
Ratings
Criteria / Indicators
Points
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 Good
Room has very good lighting, multiple
switches and very good quality ittings,
two bedside lamps.
6
Excellent
Designer lamps and excellent levels
of lighting to create diferent moods,
directional bedside lamps.
8
Outstanding
Architectural design of lighting is
evident. he best available.
10
3.13 Bedroom - Lighting –
Condition
53
Unacceptable
Lights not working, bulbs need
replacing.
0
Acceptable
Acceptable condition of lamps, some
bulbs not working.
2
Good
No burnt shades, aging lamps but
efective. Minor maintenance work
around ittings into the wall may be
required.
4
Very Good
Very good condition of ittings,
coordinated approach to lighting. No
repair work needed around ittings.
6
Excellent
Fittings 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
3.14 Bedroom - Lighting –
Environmental Protection
54
Environmental
Energy-saving light bulbs in between
50% and 75% of bedroom lights.
21
3
My
Score
No.
Ratings
Environmental
Criteria / Indicators
Points
Energy-saving light bulbs in over 75%
of bedroom lights.
5
All rooms must have windows with a
view.
5
3.15 Bedroom Curtains – Quality
55
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
hick quality curtains/shades, with total
blackout.
8
Outstanding
Outstanding quality, custom design,
functional and decorative, may be
motorised.
10
3.16 Bedroom Curtains – Condition
56
Unacceptable
Curtains or blinds do not it, have major
stains and marks.
0
Acceptable
Curtains/shades just cover windows;
a number of minor stains/marks are
evident.
2
Good
Curtains /shades in good condition may
be one minor mark.
4
Very Good
Curtains/shades, in very good
condition.
6
Excellent
Excellent condition, fullness of
materials.
8
Outstanding
As new condition, luxurious, no wear
and tear evident.
10
22
My
Score
No.
Ratings
Points
3.17 Bedroom - Floor Coverings –
Quality
57
Unacceptable
Floor tiles or carpets do not cover the
main loor space they were intended to
cover.
0
Acceptable
Floor covering is acceptable with low
grade tiles or coverings.
2
Good
Good quality loor coverings, standard
tiles, quality timber loors.
4
Very Good
Floor covering of very good quality,
well-coordinated with room design.
6
Excellent
Floor covering of excellent quality,
contemporary tiles or wool carpets.
8
Outstanding
Exceptional quality, custom design
looring, polished woods or luxurious
plush carpets with density of 42 oz.
10
3.18 Bedroom - Floor Coverings Condition
58
59
Criteria / Indicators
Unacceptable
Largely stained coverings, large holes,
dirty, cracked and badly damaged tiles.
0
Acceptable
Some stains and discoloration is
acceptable, chipped tiles.
2
Good
Floor coverings, in good condition,
amateurish application for any areas
that are ixed.
4
Very Good
Floor covering in very good condition,
professional ixing of any wear and tear.
6
Excellent
Floor covering in excellent condition, no
stains are visible.
8
Outstanding
Floor coverings in as new condition.
10
3.19 Bedroom - Temperature
Control - Quality
23
My
Score
No.
Ratings
Criteria / Indicators
Points
Unacceptable
Inefective cooling system.
0
Acceptable
Window –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 efective cooling
operation.
6
Excellent
Personal control of air temperature,
windows well insulated, excellent air
low.
8
Outstanding
Room pre cooled for arrival or very fast
cooling system available, highest quality
unit or system in place.
10
3.20 Bedroom - Temperature
Control - Condition & Maintenance
60
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 efectively.
4
Very Good
Noise levels are acceptable for guest
comfort (70db), split-unit with working
remote control.
6
Excellent
Quiet operation with remote control
(60db and lower).
8
Outstanding
No intrusive noise from unit, very quiet
operation with remote control (50db
and lower), in as new condition.
10
3.21 Bedroom – Furniture - Quality
61
Unacceptable
No chair, no bedside table or made of
material that is not suitable for this
purpose.
24
0
My
Score
No.
Ratings
Criteria / Indicators
Points
Acceptable
One chair, one bedside table, aged
materials, MDF (Medium Density
Fiberboard) materials, no coordination,
repairs evident.
2
Good
Two 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
Outstanding
Designer furniture that helps create a
reined ambience for the room, the best
available furniture is used.
10
3.22 Bedroom - Furniture –
Condition
62
Unacceptable
Cracked, broken furniture, poorly
repaired.
0
Acceptable
Acceptable condition, some signiicant
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
63
64
Environmental
Electronic key card locking system.
5
Key card power system.
5
25
My
Score
No.
Ratings
Criteria / Indicators
Points
65
Door chain or security device such as
peep hole to view visitors.
2
66
Small mirror – at least 600mm by
300mm 24 inches by 12 inches.
1
Medium mirror – at least 800mm by
400mm 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
67
Additional second mirror.
1
68
Coat hangers – 3 per person minimum
– wire.
1
Coat hangers – 3 per person minimum
– plastic.
2
Coat hangers – 3 per person minimum
– wooden.
3
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
69
26
My
Score
No.
Ratings
Criteria / Indicators
Points
70
Drawers or enclosed shelf space.
1
71
Portable luggage rack.
1
Deined luggage rack – permanent.
2
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
Daily newspaper delivered to room.
1
72
73
My
Score
74
Minimum 1-5
Drinking water and one glass per guest.
0
M M M M M
75
Minimum 3-5
Tea/cofee facilities in room.
2
m m m
76
Minimum 3-5
Telephone provided in each room with
direct dial.
2
m m m
Clock/Radio/Wake up service.
1
Minimum 2-5
In room compendium with basic
information on emergency contacts.
1
m m m m
Minimum 3-5
In room compendium with extended
information including mini bar price
lists and restaurant menu.
2
m m m
Minimum 4-5
In room compendium with extensive
regional information on what to see and
do for tourists.
3
m m
77
78
27
No.
Ratings
Criteria / Indicators
Points
Refrigerator, clean and in working
condition
2
Refrigerator with serviced mini bar.
5
TV 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 in)
with functional remote control.
3
TV lat screen 32 inch or larger with
functional remote control.
4
TV lat screen 40 inch or larger with
functional remote control.
5
81
Multichannel options with Philippine
travel channels.
1
82
Multichannel options with at least 3
international news channels.
1
83
DVD player / Home theatre / Pay Movie
channels.
1
84
On screen property information.
1
85
On screen messaging and accounts.
1
86
In room internet connections (WLAN
or wired).
2
Free In room internet connections
(WLAN or wired).
3
Flashlight or illuminated light switches
in room.
1
79
80
87
28
My
Score
No.
Ratings
88
89
Criteria / Indicators
My
Score
Points
Laundry bag in room and service
available.
1
Express laundry service available (24
hour return service).
2
Ironing service available.
1
Iron and board in room available.
2
3.24 Bedroom – Cleanliness
90
Minimum 1-5
All rooms are cleaned daily and all beds
are made daily.
0
M M M M M
91
Minimum 1-5
Waste bin provided and emptied daily.
0
M M M M M
Mattresses are labelled and periodically
turned.
2
Unacceptable
Heavy dust on surfaces, paper and
other dirt are not picked up, unpleasant
smells
0
Acceptable
Surfaces are basically clean.
3
Good
Eicient 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
92
93
29
No.
Ratings
Criteria / Indicators
Points
My
Score
Dimension 4: BATHROOM
4.1 Bathroom – Minimum
Requirements
94
Minimum 1-5
Baths and/or showers with functioning
hot and cold water. Hot water reaches
38 degrees in 20 seconds.
0
M M M M M
95
Minimum 1-5
Toilet system in working order.
0
M M M M M
4.2 Bathroom - Shower/Bath –
Quality
96
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 ixtures, good quality
curtain, shared shower/bath.
4
Very Good
Standard tiled walls, framed shower
screen or designer curtain, mixers
provide constant water low 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
Outstanding
Frameless shower screen, designer
shower enclosure, highest quality bath if
provided, luxurious quality inishings.
10
4.3 Bathroom – Shower/Bath –
Condition / Maintenance
97
Unacceptable
Bath or shower enamel cracked, holes
visible, shower head broken, spray
uneven and poorly distributed.
0
Acceptable
Aging ixtures, rough amateurish
grouting/sealant, bath loor may be
lumpy and uneven. Tiles may still be
chipped.
2
Good
No evidence of moulds, good overall
condition, minor chips or repairs may
still be needed; bath loor is even and
well maintained.
4
30
No.
Ratings
Criteria / Indicators
Points
Very Good
Very good condition, any repairs were
done professionally and do not require
further attention.
6
Excellent
Excellent condition throughout.
8
Outstanding
As new condition.
10
4.4 Bathroom – Basin - Quality
98
Unacceptable
Basin plastic or poly-marble, taps of low
quality.
0
Acceptable
Aging ixtures, rough amateurish
grouting; no additional bench space
2
Good
Good quality ixtures, 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 toiletries.
6
Excellent
Excellent quality, generous space for all
personal toiletries, quality brand tap
ware.
8
Outstanding
Outstanding quality, often double basin,
designer tap ware, ample space.
10
4.5 Bathroom - Basin – Condition /
Maintenance
99
Unacceptable
Basin chipped or damaged, tap does not
provide a consistent low 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
31
My
Score
No.
Ratings
Outstanding
Criteria / Indicators
Outstanding condition, as new
condition.
Points
10
4.6 Bathroom - Toilet – Quality
100
Unacceptable
Cheap plastic toilet seat and/or cover
that does not it.
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
4.7 Bathroom – Toilet – Condition /
Maintenance
101
Unacceptable
Leaks from lushing evident on loor,
stained seat, lush 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
32
My
Score
No.
Ratings
Points
4.8 Bathroom – Decoration Quality
102
Unacceptable
Poor quality throughout, uncoordinated
mix of tiles.
0
Acceptable
Adequate materials, panelling with gaps
evident, small space.
2
Good
Good quality, basic painting, limited use
of colour or themes.
4
Very Good
Very good quality, no visible joins, well
coordinated design.
6
Excellent
Excellent quality, may be constructed of
marble or granite inish.
8
Outstanding
Highest quality decoration, grouting
excellent condition, ceiling inish is of
highest quality.
10
4.9 Bathroom – Decoration Condition / Maintenance
103
104
Criteria / Indicators
Unacceptable
Paintwork chipped, laking, dirty
condition, mould on walls and ceiling.
0
Acceptable
Acceptable condition, clean but with
dated materials, may still be with 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
4.10 Bathroom- Towels –
Quality and Cleanliness
33
My
Score
No.
Ratings
Criteria / Indicators
Points
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 Good
Very good range of towels including
bathmat, face towel, bath towel and
hand towel.
6
Excellent
Excellent range of towels of thick
cotton, 90-100% cotton.
8
Outstanding
Highest, plush range of towels in as new
condition, 100% cotton.
10
4.11 Bathroom – Space and
Comfort
105
Unacceptable
Space is too small for comfort.
0
Acceptable
Space is limited but usable.
2
Good
Good 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
Excellent
Excellent bathroom space, ability for
two people to easily move around the
bathroom.
8
Outstanding
Generous and outstanding space, the
best available.
10
4.12 Bathroom – Overall
Cleanliness
106
Unacceptable
Heavy dust and/or smear on surfaces,
long term grime on inaccessible places,
old soap, hairs in bathroom, waste bin
not emptied.
34
0
My
Score
No.
Ratings
Points
Acceptable
Surfaces in acceptable condition.
4
Good
Eicient cleaning; surfaces show
cleaning practices.
8
Very Good
Very satisfactory cleaning process, fresh
smell.
12
Excellent
No evidence of dust or smears, enamel
gleaming, no sign of mould or mildew;
sealed toilet seat.
16
Outstanding
As new look and feel, very clean and
shining surfaces, excellent attention to
detail.
20
Minimum 1-5
Toilet paper provided.
0
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 Good
Strong 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, etc.).
4
Outstanding
Highest quality toiletries with extensive
range.
5
4.14 Bathroom – Amenities Availability
109
My
Score
4.13 Toiletries – Availability
107
108
Criteria / Indicators
4
Bidet.
35
M M M M M
No.
Ratings
Criteria / Indicators
Points
110
Functional hairdryer.
2
111
Magnifying mirror.
2
112
Weighing scales.
2
113
Bath robe / gown.
1
114
Slippers.
1
115
Shoe mitt / horns.
1
My
Score
4.15 Bathroom – Environmental
Protection
116
Environmental
Dual lush toilet system or similar to
conserve water.
3
117
Environmental
Flow regulators on shower/taps to
conserve water.
3
118 Environmental
Bulk dispensers or biodegradable
packaging used for soaps, shampoos.
3
119 Environmental
Towel 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
120
Minimum 1-5
Breakfast room available.
0
M M M M M
121
Minimum 3-5
Full service restaurant open 7 days a
week (including breakfast).
10
m m m
122
Minimum 4-5
Additional Specialty Restaurant / Fine
Dining.
10
m m
36
No.
Ratings
Points
5.2 Food and Beverage – Options
available
123
Unacceptable
Non-availability of several food dishes
and/or drinks.
0
Acceptable
Fast food / instant cofee/drinks, up to
20% unavailable.
4
Good
Limited choice of basic dishes / bufet;
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 (ine dining, fresh
juices, extensive wine list).
20
5.3 Food and Beverage – Service
Quality
124
125
Criteria / Indicators
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 staf,
quick table clearing service.
8
Very Good
Very good and attentive service,
service checks during meal to ensure
satisfaction.
12
Excellent
Excellent service, eicient food clearing,
prompt and polite service during meal.
16
Outstanding
Outstanding service, the best available.
20
5.4 Restaurant - Decoration &
Furniture - Quality
37
My
Score
No.
Ratings
Criteria / Indicators
Points
Unacceptable
Tables and chairs are insuicient for
the number of guests, uncomfortable
seating.
0
Acceptable
Tables and chairs are mismatched but
functional, vinyl seating with minimal
comfort, plastic chairs.
2
Good
Good 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
Excellent
Excellent quality, high grade fabrics,
coordinated design, linen table cloths,
ergonomic design.
8
Outstanding
Luxurious feel, highest quality table and
chairs, linen clothes and napkins.
10
5.5 Restaurant - Decoration &
Furniture – Condition
126
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
Good
Good condition, some repair work
evident.
4
Very Good
Very good condition, professional
decoration, only minor marks showing
on tables and chairs.
6
Excellent
Excellent condition, no scratches or
chips.
8
Outstanding
Meticulous condition, no evidence of
wear and tear.
10
5.6 Restaurant – Crockery, Cutlery,
Glassware - Quality
127
Unacceptable
Incomplete table settings.
38
0
My
Score
No.
Ratings
Criteria / Indicators
Points
Acceptable
Basic crockery and cutlery, fork and
spoon only, adequately laid out tables.
2
Good
Good quality cutlery, well laid out table
setting.
4
Very Good
Very good table setting, good quality
glassware, solid cutlery.
6
Excellent
Excellent range and condition of
crockery, high standard of glassware
and cutlery.
8
Outstanding
Outstanding table settings, ine china or
similar in use, silver cutlery or similar,
crystal glassware or similar outstanding
quality.
10
5.7 Restaurant – Crockery, Cutlery,
Glassware - Cleanliness
128
Unacceptable
Dirty chipped glassware, stained
crockery.
0
Acceptable
Crockery and cutlery are clean and
mismatched, water marks may be
visible.
2
Good
Good level of cleanliness, no major chips
or marks, coordinated cutlery.
4
Very Good
Very good level of cleanliness and
polished cutlery.
6
Excellent
Excellent level of cleanliness, glassware
is in pristine condition with no smears.
8
Outstanding
Outstanding in as new condition for
all crockery and glassware, polished
cutlery.
10
5.8 Restaurant – Space and
Comfort
129
Unacceptable
Very crowded, cramped, uncomfortable,
loud noise, unpleasant atmosphere.
0
Acceptable
Comfortable but crowded, diicult
access for customers and servers.
4
39
My
Score
No.
Ratings
Criteria / Indicators
Points
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
Excellent
Well thought out table layout, no
intrusive noise or smells.
16
Outstanding
Outstanding environment and highest
levels of comfort, one of the best
available.
20
My
Score
5.9 Kitchen - Quality of Appliances
130
Compliance with Health and Sanitation
Code of the Philippines.
0
Old appliances, untidy but adequate
range.
0
Acceptable
Acceptable appliances, may be older but
in working condition.
2
Good
Well-designed kitchen and good layout,
appliances easily accessible.
4
Very Good
Obvious design features designed to
ensure eiciency. Very good standard of
appliances.
6
Excellent
Excellent layout and professionally
designed and stafed, excellent work
spaces.
8
Outstanding
Outstanding kitchen environment. One
of the best available. As new appliances.
10
Minimum 1-5
131 Unacceptable
5.10 Kitchen - Cleanliness
132
Unacceptable
Dirty dishes and cooking utensils,
poor food handling and food storage
processes.
0
Acceptable
Clean, tidy, cold storage procedures are
acceptable; basic hygiene standards are
followed.
4
Good
Well maintained appliances and clean
cooking utensils.
8
Very Good
Very good standard of kitchen. Very
hygienic, frequent cleaning is evident.
12
40
M M M M M
No.
Ratings
Criteria / Indicators
Points
Excellent
Excellent level of cleanliness, attention
to detail in all aspects of cleaning and
hygiene.
16
Outstanding
Spotless kitchen environment. As
new appliances in appearance and
cleanliness.
20
My
Score
Dimension 6: AMENITIES AND SERVICES
6.1 Amenities - Guest Services
133
Free Internet connection available in
public areas for guests.
3
134
Housekeeping turndown service at
night.
3
135 Minimum 1-3
Room Service availability for minimum
of 12 hours.
0
Room Service 18-24 hours.
4
Minimum 4-5
6.2 Amenities – Wellness Services
136
137
Fitness centre on site with cardio
machines and trained staf.
3
Fitness centre has trained staf on duty
with 5 or more cardio machines.
5
Massage services on site.
3
Spa with 3 or more treatment options.
138
139
Spa services must consist of massage,
body treatments and water applications.
3
Spa services include Traditional Filipino
treatments
2
Swimming pool with lifeguard on duty.
2
Swimming pool with clean and well
maintained facilities; size appropriate
for hotel.
5
41
M M M
m m
No.
Ratings
Criteria / Indicators
Points
140
Sports equipment available for hire as
appropriate to location.
1
141
Jacuzzi.
2
142
Sauna / Steam room.
2
6.3 Amenities – General Services
143
Gift and souvenir shop.
5
144
Tour desk.
5
145
Hairdressers / salons.
5
146
Business Center (with PC, printer,
photo copier, internet connection, etc).
5
147
First Aid facility with trained staf on
site.
5
6.4 Amenities – Conference /
Function Venue
Conference facilities / function rooms
to cater only for small groups (< 20
people).
4
Conference facilities / function rooms to
cater for groups (20-50 people).
8
Conference facilities / function rooms to
cater for groups (50-100 people).
12
Conference facilities / function rooms to
cater for groups (100-250 people).
16
Conference facilities / function rooms to
cater for groups (>250 people) .
20
149
Conference equipment – projector and
screen (suicient for size of conference
room).
4
150
Conference equipment – whiteboard/
lipchart (suicient for size of
conference room).
4
148
42
My
Score
No.
Ratings
Criteria / Indicators
My
Score
Points
151
Conference equipment – microphones
and sound system (suicient for size of
conference room).
4
152
Conference equipment – pin boards and
moderation kit (suicient for size of
conference room).
4
153
Conference equipment – comfortable
and ergonomic conference chairs and
tables.
4
Note: Decoration, furniture, temperature
control, lighting and cleanliness included in
public areas.
Dimension 7: BUSINESS PRACTICES
7.1 Business Processes
154
Minimum 1-5
Emergency and ire evacuation
procedures are followed and in place.
0
M M M M M
155
Minimum 1-5
Backup generator or emergency power
is available, capable of providing full
power.
0
M M M M M
156
Safety systems and documentation in
place to respond to possible natural
disasters and man-made threats.
5
157
Cleaning schedules in place that show
daily, weekly and seasonal cleaning and
checking procedures.
5
158
Maintenance plans that show plan
to address major areas requiring
maintenance.
5
159
Vermin/Pest control in place to identify
and eliminate pests such as rodents, bed
bugs, cockroaches, lies, etc.
5
160
Risk assessment audit conducted in the
last 5 years that reviews security threats
to the property.
5
161 Environmental
Environmental management system
in place to reduce waste with waste
reduction targets.
5
162 Environmental
Environmental systems in place to
reduce water with water reduction
targets.
5
43
No.
Ratings
163
Environmental
Environmental systems in place to
reduce energy with energy reduction
targets.
5
164
Social
Training programme in place for staf
(minimum of 3 days per staf member/
year).
5
165
Social
Recruitment programme ensure local
people are employed (minimum 80%
from within the region).
5
166
Social
Procurement process ensures local
purchasing across all supply areas
(minimum 30% from within the region).
5
Environmental
Procurement process advocates
Green purchasing (minimum 20% of
food/ beverages, laundry services,
and cosmetics procured from organic
suppliers).
5
168
Guest complaint handling system.
(complaints are documented and
responded to within 24 hours).
5
169
Refund policy (if complaints cannot be
resolved to guest satisfaction, discounts
or compensation will be applied).
5
170
Guest feedback and satisfaction
monitoring system in place.
5
167
Criteria / Indicators
My
Score
Points
Hotel meets all current regulations and
legislative requirements to operate a
Hotel.
171
Minimum 1-5
0
(Revised Fire Code, Environmental
Code, Air Pollution, Accessibility Law,
etc.)
7.2 Barrier-free Facilities for
Persons with Disabilities (PWD)
172
(Accessible Tourism) For PWD Rooms,
5% of all rooms shall be designated for
PWD, but not less than 2 rooms.
5
173
Reception areas shall provide low and
recessed or split-level counters that can
both accommodate standing persons
and those seated on wheelchairs.
2
174
All interior doors shall have at least a
width of 35 inches to accommodate big
and motorized wheelchairs.
2
44
M M M M M
No.
175
176
177
Ratings
Criteria / Indicators
Points
PWD Bed rooms shall have the
following:
• Lever type door handles.
• Dual height peepholes with the
lower one at 39 inches from the
loor.
• Light switches at maximum 47
inches from the loor.
• Electrical outlets at a minimum of
18 inches from the loor.
• Bed height at maximum of 20
inches
• Easy-to-open preferably sliding
closet doors.
• Dual height hanger racks with the
lower rack at 55 inches from the
loor.
7
PWD Bathrooms shall have the
following:
• Toilet looring of non-slippery
surface materials even when wet.
• Toilet bowls should be positioned
where a vertical or climbing bar
shall be positioned on the wall at
12 inches from the front tip of
the toilet bowl to ofer support
when users pull or elevate
themselves to a standing position.
• Grab bars should be placed on
both sides at 28-30 inches from
the loor for the safety and
efective utility, the distance
between the bars not exceeding
30 inches.
• Toilet bowls should be elevated to
a range of 18-20 inches from the
loor.
4
At least one Elevator with PWD-friendly
features:
• Can accommodate a minimum of
two (2) wheelchairs.
• he exterior and interior button
panels shall not exceed 47 inches
from the loor.
• he panel buttons shall feature
Braille signs or otherwise
embossed with familiar signs for
those not educated in Braille.
• Speaker system shall also be in
place to inform the blind to what
loor the elevator is already at.
• Equipped with handrails placed in
both sides at 28-30 inches from
the loor.
5
45
My
Score
46
BOOK FOUR
APPLICATION FOR ACCREDITATION
Rule IV.
Accreditation Process
Section 1. Filing of Application. Any person, partnership, corporation or other entity desiring
to operate a primary tourism enterprise as deined herein shall secure an accreditation from
the Department. Application for accreditation shall be accomplished online.
Section 2. Documentary Requirements. The Department shall issue a List of Documentary
Requirements to be complied with by applicants as part of the accreditation process.
Section 3. Inspection. An Inspection team shall conduct an audit of the establishment to
determine its classiication. An oversight committee from the Department shall conduct
periodic inspection of the classiied establishment.
Section 4. Validity of Accreditation. The Certiicate of Accreditation shall be valid for a period
of two (2) years, unless sooner revoked by the Department.
Section 5. Schedule of Fees. The Department shall issue a schedule of accreditation fees
to be implemented by these Rules.
BOOK FIVE
CANCELLATION AND/OR DOWNGRADING OF ACCREDITATION
Rule V.
Cancellation and/or Downgrading of Accreditation
Section 1. Grounds for Cancellation. Any of the following acts, omissions shall be suficient
grounds for the cancellation of accreditation:
a.
Making any false declaration or statement or making use of any such declaration
or statement or any document containing the same or committing fraud or any
act of misrepresentation for the purpose of obtaining the issuance of accreditation;
b.
Failure to comply with or contravene any of the conditions set forth in the
certiicate of accreditation;
c.
Failure to meet the standards and requirements for the operation of the
establishment as prescribed in these Rules and Regulations;
d.
Allowing or permitting the establishment or its facilities to be used for prostitution
particularly those involving children or any illegal, immoral or illicit activities; and
e.
Violation of or non-compliance with any of the provisions of these Rules,
promulgated orders, decisions and circulars issued by the Department and other
concerned government agencies.
47
Section 2. Procedure for Cancellation and/or Downgrading of Accreditation. Assessors
shall submit a report with recommendations based on the inspection indings to the Ofice
of Tourism Standards and Regulation (OTSR). The OTSR shall then send a letter to the
concerned enterprise regarding its deiciencies, specifying a grace period of a minimum
of 3 months within which to rectify such indings. Non-compliance within the allotted grace
period may result in the cancellation and/or downgrading of accreditation of the concerned
enterprise. The Department shall likewise inform the concerned local government unit
regarding the accreditation status of the enterprise.
BOOK SIX
SUPERVISION OF ACCREDITED ESTABLISHMENTS
Rule VI.
Supervision of Accredited Establishments
Section 1. Display of DOT Accreditation Seal. The valid DOT accreditation seal shall be
displayed in a conspicuous place of the establishment.
Section 2. Non-Transferability of DOT Accreditation Seal. The rights and privileges over the
accreditation shall be non-transferable.
Section 3. Periodic Inspection. The Department may send an inspection team to the
establishment for the purpose of inding out whether it is being kept and/or managed in
a manner conformable to the standards set by the Department. The inspection shall be
conducted at a reasonable time of the day with due regard and respect accorded to the right
to privacy of parties concerned.
Section 4. Defects and Deiciencies Found During the Inspection. Where certain defects
and deiciencies have been found in the course of inspection, the Department shall give
direction to the keeper, manager or operator to rectify the defects or deiciencies within a
reasonable period of time.
Section 5. Penalty for Failure to Remedy the Defects, etc. If the management fails to remedy
the defects or deiciencies, the Department may withdraw the certiicate of accreditation of
the establishment.
Section 6. Advertisements. All DOT accredited hotels, resorts and apartment hotels which
shall advertise its business or services through print media must specify in the advertisement
item itself the DOT accreditation number.
48
BOOK SEVEN
OTHER PROVISIONS
Rule VII.
Miscellaneous and Transitory Provisions
Section 1. Conidential Character of Certain Data. Information and documents received or
iled with the Department in pursuance of the requirements of these Rules shall be treated
as conidential and shall not be divulged to any private party without the consent of the party
concerned.
Section 2. Circulars. The Department shall from time to time, issue relevant memoranda
and circulars for proper implementation of the provisions of these Rules.
Section 3. Separability Clause. The provisions of these Rules are hereby declared separable,
and in the event that any one or more of such provisions are declared invalid, the validity of
all other provisions shall not be affected thereby.
Section 4. Repealing Clause. All existing Rules and Regulations or Circulars issued by
the Department of Tourism which are inconsistent with the provisions of these Rules, are
hereby repealed and/or modiied accordingly.
Section 5. Effectivity. These Rules and Regulations shall take effect immediately.
APPROVED AND PROMULGATED THIS 2nd DAy OF May 2012, MANILA,
PHILIPPINES.
(SGD.) RAMON R. JIMENEZ, JR.
Secretary
ATTESTED:
(SGD.) ATTY. MA. VICTORIA V. JASMIN
Undersecretary
49