national tourism standards · driveway is in a sound condition and free from significant potholes...

92

NATIONAL TOURISM STANDARDS

ACCOMMODATION SECTOR APARTMENT HOTEL

93

Rule V.

ACCREDITATION STANDARDS FOR APARTMENT HOTELS

No. Ratings Criteria / Indicators Points My Score

Dimension 1: ARRIVAL / DEPARTURE

1.1 Building – Appearance

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

2 Minimum 1-5 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

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 efficient 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

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

94


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

0 M M M M M

9 Parking area has security to prevent unauthorised vehicle entry. 4

10 Parking 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

13 Effective use of CCTV with minimum 30 days recording storage. 3

14 Monitoring of CCTV 24 hours. 5

15 1.6 Reception – Service Hours

95


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

Unacceptable Lengthy 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

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 confirm details. (not more than 4 minutes per guest).

8

Outstanding Pre registration information completed and no wait time for registration process. 10

17 1.08 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 1.09 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

96


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

Acceptable Staff 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

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

4

Outstanding Staff 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

Unacceptable Lengthy 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

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

97


Outstanding In room check-out options and express service offered with no wait time. 5

1.12 Other Arrival / Departure Aspects

21 Guests must be provided with Official Receipt on departure. 0 M M M M M

Account reviewed and then presented in an envelope. 1

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

3

23 Offer to arrange transfer services. 5

98


Dimension 2: PUBLIC AREAS

24 2.1 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

25 2.2 Public Areas – Decoration - Condition and Maintenance

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

0

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

2

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

26 2.3 Public Washroom - Quality

Unacceptable Poor quality throughout, aged basin and bowl, not fit for purpose. 0

99


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

27 2.4 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 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

28 2.5 Public Areas - Room Climate

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

29 2.6 Public Areas - Temperature Control - Quality

Unacceptable No general ambient temperature, poor air quality, bad smells. 0

100


Acceptable Minimum 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 Good Thermostatically controlled system that maintains a very good level of comfort in most areas.

3

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

4

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

5

30 2.7 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

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

4

Outstanding All units in excellent condition, no leaks, no rust, quiet operation in as new condition. 5

31 2.8 Public Areas - Lighting – Quality

Unacceptable Low 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

101


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

3

Excellent Excellent quality lighting. Lighting effects with use of picture lighting 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

32 2.9 Public Areas - Lighting – Condition

Unacceptable Poor condition, exposed wires, wobbly fittings, loose plugs. 0

Acceptable Acceptable condition of lamps, aging is evident. 1

Good Good 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

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

4

Outstanding Highest quality of light fittings used in as new condition. 5

2.10 Public Areas - Lighting – Environmental Protection

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

102


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

Good Efficient 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

103


Dimension 3: BEDROOM

37 3.1 Room Size

Minimum 1 Size including bathroom ≥ 20 sq m 4 M

Minimum 2 Size including bathroom ≥ 25 sq m 8 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 sq m.

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

39 3.3 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

Unacceptable Floor 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

104


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 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

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

2

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

4

Very Good Very good sound proofing materials are used; Heavy curtains and floor coverings reduce noise.

6

Excellent Excellent 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

Unacceptable Significant 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

105


Outstanding Noise should not be more than 50 decibels. 10

43 3.7 Bedroom – Bed Mattress - Quality

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

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

10

44 3.8 Bedroom – Bed Mattress - Condition

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

45 3.9 Bedroom - Bedding & Linen - Quality

106


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 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

46 3.10 Bedroom - Bedding & Linen - Condition

Unacceptable Sheets with large stains, holes, faded and damaged. 0

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

47 3.11 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

107


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 Good Room has very good lighting, multiple switches and very good quality fittings, two bedside lamps.

6

Excellent Designer 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

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

4

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

6

108


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

50 3.14 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

Outstanding Outstanding 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

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. 2

109


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

53 3.17 Bedroom - Floor Coverings – Quality

Unacceptable Floor tiles or carpets do not cover the main floor space they were intended to cover. 0

Acceptable Floor covering is acceptable with low grade tiles or coverings. 2

Good Good quality floor coverings, standard tiles, quality timber floors. 4

Very Good Floor covering of very good quality, well-coordinated with room design. 6

Excellent Floor covering of excellent quality, contemporary tiles or wool carpets. 8

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

10

54 3.18 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

Good Floor 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

110


Outstanding Floor coverings in as new condition. 10

55 3.19 Bedroom - Temperature Control – Quality

Unacceptable Ineffective 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 effective cooling operation. 6

Excellent Personal control of air temperature, windows well insulated, excellent air flow. 8

Outstanding Room pre cooled for arrival or very fast cooling system available, highest quality unit or system in place.

10 M

56 3.20 Bedroom - Temperature Control - Condition & Maintenance M

Unacceptable Broken windows, cracked glass, draughty, fan air conditioning not working. M

Acceptable Window opens and closes easily, fan in acceptable condition. 2 M

Good Good cooling system, air conditioning unit older but operates effectively. 4 M

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

6 M

Excellent Quiet operation with remote control (60db and lower). 8 M

Outstanding No intrusive noise from unit, very quiet operation with remote control (50db and lower), in as new condition.

10 M

111


57 3.21 Bedroom – Furniture - Quality

Unacceptable No 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

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 refined ambience for the room, the best available furniture is used.

10 M

58 3.22 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

112


61 Door chain or security device such as peep hole to view visitors. 2

62 Small 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

64 Coat 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

113


67 Portable luggage rack. 1

Defined luggage rack – permanent. 3

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 3-5 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

75 Refrigerator, clean and in working condition. 2

114


Refrigerator with serviced mini bar. 5

76 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 inches) with functional remote control. 3

TV flat screen 32 inch or larger with functional remote control. 4


77 Multichannel options with Philippine travel channels. 1

78 Multichannel options with at least 3 international news channels. 1

79 DVD player / Home theatre / Pay Movie channels. 1

80 On screen property information. 1

81 On screen messaging and accounts. 1

82 In room internet connections (WLAN or wired). 2

Free In room internet connections (WLAN or wired). 3

83 Flashlight or illuminated light switches in room. 1

84 Laundry bag in room and service available. 1

Express laundry service available (24 hour return service). 2

115


85 Ironing service available. 1

Iron and board in room or 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

88 Mattresses 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

116

No. Rating Criteria / Indicators Points My Score

Dimension 4: BATHROOM

4.1 Bathroom – Minimum Requirements

90 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

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

92 4.2 Bathroom - Shower/Bath – Quality

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

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

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

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

6

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

8

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

10

93 4.3 Bathroom – Shower/Bath – Condition / Maintenance

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

6

Excellent Excellent condition throughout. 8

117


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

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

4

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

6

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

95 4.5 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

118


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

97 4.7 Bathroom – Toilet – Condition / Maintenance

Unacceptable Leaks 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

119


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

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

10

99 4.9 Bathroom – Decoration - Condition / Maintenance

Unacceptable Paintwork chipped, flaking, dirty condition, mould on walls and ceiling. 0

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

2

Good Good condition, evidence of repair work.. 4

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

6

Excellent Well maintained in excellent condition. 8

Outstanding Decoration in as new condition 10

100 4.10 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 Good Very good range of towels including bathmat, face towel, bath towel and hand towel.

6

120


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

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

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

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

121


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 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). 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

122


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 Environmental Towel and linen policy promotes conservation and gives guest choice regarding frequency of cleaning.

3

123


Dimension 5: LOUNGE / SITTING AREA

116 5.1 Lounge - Space & Comfort

Unacceptable Floor 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

Good Good 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

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

2

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

4

Very Good Very good sound proofing materials are used. Heavy curtains and floor coverings reduce noise.

6

Excellent Excellent 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

124


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 Good Room has very good lighting, multiple switches and very good quality fittings, free standing lamps.

6

Excellent Designer 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

125


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

6

Excellent Fittings 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

121 5.6 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

Outstanding Outstanding 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

126


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

124 5.9 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

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

10

125 5.10 Lounge – Floor Coverings - Condition

Unacceptable Largely stained coverings, large holes, dirty. 0

Acceptable Some stains and discoloration is acceptable. 2

Good Floor 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

127


Excellent Floor covering in excellent condition, no stains are visible. 8

Outstanding Floor coverings in as new condition. 10

126 5.11 Lounge - Temperature Control – Quality

Unacceptable Ineffective 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 effective cooling operation. 6

Excellent Personal control of air temperature, windows well insulated, excellent air flow. 8

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

10

127 5.12 Lounge - Temperature Control – Condition and Maintenance

Unacceptable Broken windows, cracked glass, draughty. 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 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

128


128 5.13 Lounge - Furniture - Quality

Unacceptable No 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

Good Good 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

Outstanding Designer 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

130 TV with small screen size (< 20 inches) without remote control. 2

129


TV with small screen size (< 20 inches) with functional remote control. 4

TV with medium screen size (20-32 in) with functional remote control. 6



131 Multichannel options with Philippine travel channels. 1

132 Multichannel options with at least 3 international news channels. 2

133 DVD player / Home theatre / Pay Movie channels. 2

130


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 Good Very good standard of Kitchen. Obvious design features designed to ensure efficiency.

6

Excellent Excellent layout and professionally designed and staffed. Excellent work spaces. 8

Outstanding Outstanding kitchen environment. One of the best available. As new appliances. 10

135 6.2 Kitchen - Dining Furniture - Quality

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

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

2

Good Good 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 feels, highest quality table and chairs. 10

136 6.3 Kitchen - Dining Furniture - Condition

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

0

131


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

137 6.4 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

Good Service 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

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

5

138 6.5 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

132


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

139 6.6 Kitchen - Refrigerator / Freezer – Availability & Functionality

Unacceptable Refrigerator and/or freezer is not working, very dirty, or not available. 0

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

2

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

4

Very Good Large 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

140 6.7 Kitchen – Stove / Oven – Availability and Functionality

Unacceptable Stove 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

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

8

133


Outstanding Designer cooking range, in as new condition. 10

141 6.8 Kitchen – Washing Machine / Dryer – Availability and Functionality

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

0

Acceptable Basic washing machine and in working condition. 2

Good Average 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

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

8

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

10

143 6.10 Kitchen - Ventilation

134


Unacceptable Poor ventilation, widows do not fully open, difficult to extract smells. 0

Acceptable Adequate ventilation, window open to extract heat and smells. 1

Good Good 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

135


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

136


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

159 Room service availability for a minimum of 12 hours. 4

160 Caretaker service availability for a minimum of 12 hours. 4

7.2 Amenities – Wellness Services

161 Fitness 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

137


7.3 Amenities – General Services

167 Function room. 2

168 Gift and souvenir shop. 2

169 Tour desk. 2

170 Hairdressers / salons. 2

171 Business Center (with PC, printer, photo copier, internet connection, etc). 2

172 First Aid facility with trained staff on site. 2

138


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

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

5

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

4

177 Maintenance plans that show plan to address major areas requiring maintenance. 5

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

5

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

4

180 Environmental Environmental 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 Social Training programme in place for staff (minimum of 3 days per staff member /year). 5

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

5

185 Social Procurement 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

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

4

139


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

4

189 Guest feedback and satisfaction monitoring system in place. 4

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

7.2 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

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

2

194

PWD Bed rooms shall have shall have the following:

Lever type door handles.

Dual height peepholes with the lower one at 39 inches from the floor.

Light switches at maximum 47 inches from the floor.

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

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 floor.

7

195

PWD Bathrooms shall have the following:

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

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

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

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

4

140


196

At least one Elevator with PWD-friendly features:

Can accommodate a minimum of two (2) wheelchairs.

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

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

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

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

5

national tourism standards · driveway is in a sound condition and free from significant potholes...

Documents