FLLI SPEC - AAA Hotel Requirements and Diamond Guidelines.pdf

Hotel Requirements & Diamond Guidelines

Pr o f e s s i o n a l O n - S i te I n s p e c t i o n s S i n c e 1 9 3 7

Introduction

Dear Hospitality Professional, We are pleased to announce the transformation of our expert-based AAA Diamond Ratings Program to the new AAA Diamond Program. Our goal is to increase the relevance and value of the Diamonds for travelers and property operators.

With the launch of our redesigned program, effective first quarter 2020, AAA offers an updated model to guide hotel and restaurant selection:

• Since 1937, AAA inspectors have been influencing the hospitality industry, recognizing consumer expectations and approving only the best places to stay and dine. These essential elements remain.

• However, our inspection criteria and processes, which we’ve continually evolved to fit the market, are newly updated to reflect current industry trends and member experience factors.

Our research shows consumers are confused by the glut of user reviews in a role previously filled by professional ratings.

While the AAA Diamonds have always conveyed what properties offer based on comprehensive inspections, the term rating has come to mean how much users like a property based on their personal experiences. To distinguish the two, we reframed the Diamonds as “designations” instead of “ratings.”

To reinforce each designation as a standalone identity, and to increase their impact for travelers and properties that want to promote their association with AAA, we replaced the one-to-five Diamond icons with single-Diamond icons.

As always, only hotels and restaurants that pass our rigorous annual on-site inspections receive AAA’s endorsement: the AAA Diamond Hotel or AAA Diamond Restaurant window decal.

Subsequently, every AAA Diamond hotel and restaurant receives a specific Diamond designation.

• The new Three, Four and Five Diamond designations recognize clearly differentiated properties that meet comprehensive Diamond Guidelines.

• And the new “Approved” Diamond designation elevates the accomplishment of passing AAA inspection.

With these changes, combined with significant and sustained visibility, we believe the AAA Diamond Program will remain the traveler’s trusted choice for advice on selecting hotels and restaurants.

To that end, we look forward to working with you to implement the new requirements and guidelines to better serve you, travelers and the industry. We appreciate your participation in the AAA Diamond Program along with your continued service to our members.

The AAA Diamond Program Team

Hotel Requirements & Diamond Guidelines2

TABLE OF CONTENTS

THE INSPECTION PROCESS

Part 1: Apply for an inspection What to expect during the AAA on-site inspection

Part 2: Fulfill AAA Diamond Program requirements Diamond Program requirements and Diamond Guidelines – what’s the difference?

Part 3: Achieve your AAA Diamond designation AAA Diamond Program What the Diamond designations mean Glossary Exterior Public Areas Guest Rooms Bathrooms AAA Four and Five Diamond designations

- Four and Five Diamond Service Expectations

- AAA Hospitality Standards

Section Two

THE LISTING

AAA Hotel Listings: Rich in Inspection Details Eligibility Criteria for Separate Hotel Listing FYI Designation Classifications and Subclassifications Accessibility Member Comment Procedures The AAA Appeals Process Green Programs Contact Information

Section Three

AAA Diamond Program

Meet the Inspectors!

Section One

Hotel Requirements & Diamond Guidelines3

Section One

MEET THE

INSPECTORS!

While we can’t reveal their identities, we can offer you a closer look at the qualities and experiences that make AAA’s seasoned industry professionals so fascinating.

Meet the Experts

Scroll through creatively angled portraits that tell a story and captivating biographies on topics from previous jobs to food and travel tips.

Inspector Shadows

Tag along as reporters and bloggers follow AAA inspectors on actual hotel and restaurant evaluations, watching and listening as they look under bedspreads and sample the menus.

Twitter

Follow your favorite #AAAInspector @AAA_Travel for a smorgasbord of entertaining observations and discoveries from the road.

Visit AAA.com/Diamonds for more!

Hotel Requirements & Diamond Guidelines4

AAA INSPECTORS:

THE TRAVEL EXPERTS

When AAA inspectors enter properties across North America – unscheduled and requesting prompt access to guest rooms – good things follow. That’s because, for more than 80 years, AAA has represented the gold standard for hotel and restaurant inspections.

Long before there were websites, social networks and consumer reviews to help travelers find a clean lodging and a good meal, AAA inspectors were looking under beds and tasting the meatloaf all along North America’s roadways. Since 1937, AAA has been conducting on-site evaluations and publishing the results to help members make informed travel decisions. AAA attributes this longevity to a system so reliable it benefits industry as much as travelers – plus a team of highly trained, full-time inspectors with extensive industry experience.

Hotel Requirements & Diamond Guidelines5

Unlike many rating providers, AAA excludes substandard properties. Only good options are AAA Diamond properties, so members can focus on the fit... and that’s where the AAA Diamond Program comes in.

The Diamond designation lets travelers know what to expect. Sometimes a good night’s sleep or a simple meal is all that’s needed. Other times the facilities, ambience and services are essential to the experience.

Each Diamond designation describes a different type of experience.

The guidelines inspectors apply follow a progression based on what’s typical across the industry, with increased expectations at each designation. The attributes are weighted based on member priorities

- and the collective result is a highly reliable way of categorizing. Travelers can use the quick-glance AAA Inspector designations or take in the full picture with the wealth of descriptive details also provided.

How do properties benefit from such scrutiny? They have the assurance of published, regularly calibrated AAA Diamond Program requirements and Diamond Guidelines – and an opportunity for immediate face time with inspectors to discuss the results, market trends and potential property changes.

Once designations are confirmed, hotels and restaurants are added to AAA’s database for listing in travel information and trip planning tools. This means exposure to over 60 million AAA/CAA members in the resources they use to make travel planning and buying decisions

– and eligibility for logo licensing and advertising programs for increased visibility and reach.

CONNECTING TO 60 MILLION+ MEMBERS

Hotel Requirements & Diamond Guidelines6

Section Two

THE

INSPECTION PROCESS

The inspection process includes three parts:

1. Apply for an inspection using the form available at AAA.biz/Diamonds.

2. Fulfill AAA Diamond Program requirements and receive the AAA Diamond designation.

3. Achieve your AAA Diamond designation calculated from objective scores recorded during the inspection and subjective elements based on the inspector’s professional experience and training.

By applying for – and/or consenting to – an inspection, you agree to allow AAA to publish your property information and the respective Diamond designation in our digital and printed travel information. Currently listed establishments need not reapply, as our inspectors routinely reassess AAA Diamond properties.

To expedite the application process, we suggest the following approach:

• Verify your property’s eligibility by reviewing the AAA Diamond Program requirements. Properties must meet all

Diamond Program requirements to be valid applicants.

• Complete and submit the Hotel Inspection Application (pdf).

• Complete and submit the Hotel Application Processing Fee Form (pdf). The nonrefundable application processing fee helps offset the costs of validating property information; it does not guarantee an inspection or influence the outcome.

Important notes:

• If our records indicate past disqualifying issues, you may be asked to provide written documentation and receipts of the corrective action taken since then.

• AAA does not guarantee an immediate inspection of all properties that apply, and we reserve the right to apply priority consideration to those demonstrating the highest degree of AAA member value according to the following criteria:

• PREFERRED LOCATION

• NEWLY BUILT / RENOVATED

• REPUTATION

• HIGH DEGREE OF CLEANLINESS AND COMFORT

• APPROPRIATELY MAINTAINED CONDITIONS

• We will provide written notice of your application status as soon as possible after completing our review.

• If your property is selected for inspection, the unannounced visit will occur within one year of the application date as we have an inspector available in your area.

• Basic listings in AAA travel products are provided without charge to AAA Diamond properties and those designated as FYIs.

PART 1: APPLY FOR AN INSPECTION

For more information, review our Applications FAQ.

Hotel Requirements & Diamond Guidelines7

For more information, review our Inspections FAQ.

Introduction, Interview On arrival (unannounced), the AAA inspector will speak with a property representative for a brief, but extremely important, interview to:

• Collect factual information for potential use in AAA travel products.

• Be advised by you of any recent changes and/or plans for improvement.

• Answer your questions.

What to Expect During the AAA On-Site Inspection

Property Assessment Following the interview, the inspector will request a tour of all public areas and a cross section of guest rooms.

We strongly encourage owner/management and key personnel to participate during the inspection as our inspector will point out strengths and weaknesses of your property as appropriate*.

*This valuable, no-cost dialogue is unique to the AAA inspection process.

PROPERTIES MUST MEET ALL AAA DIAMOND PROGRAM REQUIREMENTS

BEFORE DESIGNATION FACTORS ARE ASSESSED.

Assessment Summary If a property meets all AAA Diamond Program requirements, the inspector will recommend a Diamond designation based on the points assigned to public areas, guest rooms and bathrooms as noted at the time of the inspection. The property will also receive a AAA Diamond Hotel decal at the conclusion of the evaluation to affix in a visible property location. Additionally, we will provide you a AAA Inspection Summary by email which includes your property’s status and the Diamond designation (if applicable)*.

*This valuable information is unique to the AAA inspection process. Additional inspection detail is available for a small fee by request. Visit AAA.biz/Diamonds.

Hotel Requirements & Diamond Guidelines8

AAA DIAMOND PROGRAM REQUIREMENTS REFLECT THE MINIMUM ACCEPTABLE STANDARDS AS ESTABLISHED THROUGH MEMBER FEEDBACK*. *This research is unique to the AAA inspection process.

To be designated as a AAA Diamond property, an establishment must pass inspection by meeting the following requirements:

Cleanliness and Condition

1. All facilities associated with a property are clean and well maintained throughout.

2. At a minimum, each guest unit is thoroughly cleaned, with complete bed and bath linens changed between guest stays.

3. Basic housekeeping services and supplies are available on request.

4. All indoor areas are properly heated, air-conditioned and/or ventilated to ensure guest comfort.

Management and Style of Operation Businesses will:

5. Provide AAA/CAA members value in all aspects of operation.

6. Cater primarily to transient rather than residential guests, with four or more private units available for AAA/CAA members.

7. Maintain compliance with all local, state and federal codes.

Owners/Operators will:

8. Assist AAA in the resolution of AAA/CAA member complaints.

9. Accommodate unannounced AAA property inspections within 20 minutes of notice.

10. Conduct business in a professional and ethical manner — providing attentive, conscientious service to guests.

11. Place AAA/CAA members in AAA inspected guest units only. Overflow buildings or guest units associated with the property, but not inspected by AAA, are not acceptable accommodations.

12. Provide a responsible representative readily accessible at all times to address guest needs or requests.

13. Provide guests 24-hour access to communications for emergency or critical information.

Owners/Operators will not:

14. Use AAA branding (logo, Diamond designations, badges) without AAA’s explicit permission.

Exterior and Public Areas Businesses will have:

15. Accurate, legible signage in appropriate areas (e.g., entry, corridors, walkways, stairways, landings, parking areas).

16. Good illumination in all public areas (e.g., entry, corridors, walkways, stairways, landings, parking areas).

17. Procedures in place to ensure all facilities associated with a property and provided for guest use (e.g., restaurant, health club, gift shop, recreational facilities) meet all appropriate AAA Diamond Program requirements.

Guest Rooms Each guest unit will have:

18. A clean and comfortable bed with a mattress pad, two sheets, two pillows with pillowcases, and an appropriate bed covering.

19. A nightstand or equivalent by each bed, a chair, a waste container, drawers/shelving and a clothes-hanging area.

20. Adequate shades, drapes, blinds or treatments to cover all windows or other transparent areas to provide guest privacy.

21. An adequate level of soundproofing to muffle exterior sounds.

22. An active light switch at the main entry.

23. Good overall illumination to include direct lighting at a chair, stationary writing surface (if present) and at each bed.

PART 2: FULFILL AAA DIAMOND PROGRAM REQUIREMENTS

Hotel Requirements & Diamond Guidelines9

24. Exterior/hallway facing door(s) equipped with a functional primary lock and a secondary deadbolt lock.

25. Working deadbolt lock(s) on each door to connecting guest units or maintenance corridors.

26. A viewport or window (convenient to the door) for each entry door.

27. A working lock for each window in a ground floor unit.

28. A working smoke detector.

Guest Bathrooms Each guest unit will have:

29. A private bathroom solely dedicated for use by the guest(s).

30. A toilet, sink with adequate shelf space, mirror, convenient electrical outlet and a tub/shower with a non-slip surface.

31. Good overall illumination to include direct lighting at the mirror(s).

32. Two bath towels, two hand towels, two face cloths and two cups/glasses.

33. Toilet tissue, a cloth bath mat, and two bars of soap or equivalent.

34. Non-porous surfaces (e.g., floors, walls, baseboards) in all toilet areas.

Primary lock is a keyed mechanism that allows the door to be locked from the outside. Passkeys are strictly controlled and available only to recognized guests and essential associates for routine room access (e.g., management, housekeeping/ maintenance staff, security).

Secondary lock is a mortised, deadbolt-locking mechanism with a one-inch throw extending from the edge of the door into the door frame. This extra device affords guests a certain level of privacy. Unlike the primary lock passkeys, master keys for secondary locks are available only to essential associates and only for emergency purposes (e.g., management or security).

Secondary Lock Variances In certain instances, the requirement for secondary locks may be modified to allow exceptions or provide increased guest security. The most common are noted below. AAA claims the right of final arbitrator in all decisions related to locks.

Sliding Glass Doors – Each sliding door must be equipped with an effective locking device. An effective secondary security lock is required on all ground-floor doors and those accessible from common walkways and adjoining balconies.

French Doors – In addition to the deadbolt lock, surface-mounted slide bolts must be installed at the top and bottom to secure the stationary/auxiliary door. These bolts must extend into the upper doorframe and the lower doorframe or floor and must be strong and sturdy mechanisms.

AAA DIAMOND PROGRAM REQUIREMENTS AND DIAMOND GUIDELINES - WHAT’S THE DIFFERENCE?

AAA’s Diamond Program comprises two distinct components. The Diamond Program requirements are uncompromising, mandatory standards that result in one of two outcomes: achieving a AAA Diamond designation or not. The Diamond Guidelines, applied only to properties that meet the Diamond Program requirements, are somewhat flexible. The overall designation is based on a prevalence of expected attributes and the inspector’s professional judgment in the context of thousands of property inspections.

Properties must meet all AAA Diamond Program requirements to be designated as a AAA Diamond property.

Diamond Program requirements are common-sense qualifications AAA/CAA members say are essential to their satisfaction and professional operators routinely seek to achieve.

Properties must meet most AAA Diamond Guidelines for a particular designation to be assigned that Diamond designation.

The Diamond Guidelines reflect attributes typically — but not universally — observed throughout a lodging industry segment.

Therefore, the lack of some components listed for a Diamond designation does not necessarily preclude the achievement of that designation. During evaluations, inspectors assess each attribute of the property and assign the most appropriate designation that will provide the best match in meeting AAA member expectations.

Not all guidelines apply to all property types. For example, a swimming pool is not expected at a bed and breakfast, but is essential at a resort hotel. Additionally, downtown hotels may lack extensive landscaping features in comparison to what is typical in more rural locations. AAA inspectors apply only those Diamond Guidelines applicable for the property classification.

Hotel Requirements & Diamond Guidelines10

AAA DIAMOND PROGRAM

AAA DIAMOND DESIGNATIONS FOR HOTELS REPRESENT A COMBINATION OF THE OVERALL QUALITY, RANGE OF FACILITIES, AND LEVEL OF HOSPITALITY OFFERED BY A PROPERTY. The widely recognized and trusted AAA Diamond designations help members choose hotels that will meet their needs and expectations.

AAA’s Diamond Guidelines indicate what is typically found at each designation level — from simple economy to highly personalized luxury. The Diamond designation is determined based on a compilation of all property characteristics, with a focus on the overall guest experience rather than on individual elements. While properties at the same Diamond designation may have variations in the attributes offered, a predominance of characteristics drives the Diamond designation.

The inspector’s Diamond designation recommendation is based on both the Diamond Guidelines and professional judgment — an essential component of the assessment. Our inspectors are North America’s travel experts, immersed in the hospitality industry on a daily basis as they conduct more than 29,000 hotel inspections per year.

PART 3: ACHIEVE YOUR AAA DIAMOND DESIGNATION

Approved Noteworthy by meeting the industry-leading standards of AAA inspections.

Three Diamond Comprehensive amenities, style and comfort level.

Four Diamond Upscale style and amenities enhanced with the right touch of service.

Five Diamond World-class luxury, amenities and indulgence for a once-in-a-lifetime experience.

What the Diamond designations mean:

Hotel Requirements & Diamond Guidelines11

When you see the following terms used in the following Diamond Guidelines pages, please refer back to this page for more information.

• Connective Technology/Connectivity – The integration of technology and information systems that allow guests and hotel operators to interact effectively.

• Decorative – Obvious ornamental embellishment with attractive results.

• e.g. – For example. Items following are only examples of what is typical and should not be interpreted as a required appointment.

• Leading Edge – Most advanced in their profession; luxuriant, luxury materials, highly fashionable/grand design and functionality working in sync to provide a sumptuous level of comfort.

• Luxurious – Characterized by opulence, sumptuousness, or rich abundance; extremely comfortable, elegant or enjoyable.

• Modest/Modestly Enhanced – More than basic; slight enhancement; limited in size or scope.

• Upscale – Obviously high grade; upmarket, luxurious feel; cohesive designs; not just the latest trend.

Glossary

Key Notes:

• Additional Impressions – All areas may be subject to point additions/subtractions related to key member experience factors pertaining to comfort, design and layout, or other unique features. Note: AAA/CAA members express significant dissatisfaction with additional non-use fees (e.g., “resort fees”, safes, microwaves, refrigerators, etc.). Free and effective internet bandwidth within the guest room is also a typical guest expectation.

• Additional Features – Some features and amenities (recreation facilities, microwaves, coffeemakers, iron, etc.) are not measured on a Diamond scale, but are factored into the overall property designation based on availability and/ or general quality according to AAA member expectations for the designation level.

• Exceptions – Not all of the Diamond Guidelines will apply to all property types. AAA inspectors will only use the sections of the Diamond Guidelines that are appropriate for the property classification in assessing the overall Diamond designation. If an attribute exists at the property, it will be measured accordingly.

Hotel Requirements & Diamond Guidelines12

Exterior

GENERAL

CURB

APPEAL

BUILDING

STRUCTURE &

DESIGN

LANDSCAPING

Increased quantity, variety and/or coordination of materials

Modest design and effect

Modest enhancements to materials, design and/or function e.g., roof mansard, gable, cupola, window shutters/ sashes, siding, columns, railings

Decorative materials

Well-coordinated and distinctive design

Significantly enhanced design effect

Significant decorative enhancements to materials, design and/or function in the most prominent structural areas, such as the façade

Obvious distinctive effect e.g., enhanced roofs, window treatments/ moldings, stone/ veneer accents or balconies

Upscale materials

Substantial, cohesive and impressive design

Upscale effect

Upscale enhancements

Substantial, cohesive and impressive design and effect throughout the property footprint

Luxurious materials

Leading-edge design and effect

Grand architectural features

Leading-edge design and effect throughout the property footprint

Modest enhancements to quantity, variety of plants and/or landscape materials

Some surroundings reflect a coordinated design of moderate visual interest

Significant, decorative enhancements to quantity, variety of plants and/or landscape materials

Overall decorative design

Creates an obvious visual interest in most areas

The entire grounds are professionally planned and manicured with an extensive use of appropriate, mature plants and landscape materials

Cohesive, upscale design that withstands seasonal weather conditions

At least one upscale accent feature e.g., statuary, water feature, serenity garden

Luxuriant landscape materials

Leading-edge design and effect that withstands seasonal weather conditions

Multiple upscale accent features are meticulously integrated by design e.g., statuary, water feature, serenity garden

MAIN

ENTRANCE

Modest enhancements to materials, design and/or function

Covered entry door

If covered entry has drive-through capability, capacity is limited to one-car width

One additional feature e.g., bench seating, double entry doors, automatic entry doors, revolving doors, entry vestibule, enhanced façade or driving surface

Significant decorative enhancements to materials, design and function

Covered drive-through entry capacity is appropriate for the size of the lodging (minimum two-car width or depth)

At least three additional features e.g., bench seating, double entry doors, automatic entry doors, revolving doors, entry vestibule, enhanced façade or driving surface

Upscale materials, design

Covered drive-through entry with capacity greater than two-car width and depth

At least three additional features e.g., bench seating, double entry doors, automatic entry doors, revolving doors, entry vestibule, enhanced façade or driving surface

Luxurious materials

Leading-edge design and effect

Covered drive-through entry with capacity greater than two-car width and depth

Expanded drive or courtyard

Additional Guest Impressions and Features

The following items are not assigned a Diamond designation, but are factored into the overall assessment of the exterior/public areas.

Location – The impression made by the location of the property, proximity to attractions or natural features.

Parking – The availability of free and convenient parking for guest vehicles.

Hotel Requirements & Diamond Guidelines14

Public Areas

GENERAL VIBE

(DÉCOR STYLE

& AMBIENCE)

FREE FLOOR

SPACE

FURNITURE

QUALITY &

DESIGN

Modest enhancements to materials and/ or design

Increased function and/or coordination

Enhanced level of comfort

Obvious restrictions due to size and/ or placement of appointments;

constricted appearance

Distinctive style

Significant enhancements to materials and/or design

Well-coordinated, with increased functionality; open-concept designs that facilitate social interaction

Obvious degree of comfort

Limited restrictions, as placement of appointments is well-proportioned to area size and traffic flow

Upscale materials, design and/or function

Well-coordinated, with increased functionality; open-concept designs that facilitate social interaction

Exceptional degree of comfort

Area size and placement of appointments provide an obvious degree of spaciousness allowing increased ease of movement for guests

Luxurious materials

Leading-edge design and effect

Exceptional degree of comfort

Area size and placement of appointments provide an abundance of space that contributes to the ultimate level of comfort and relaxation

Modest enhancements to materials or design

Increased function and/or coordination

Provides an adequate level of comfort

Significant enhancements to materials or design

Well-coordinated with increased functionality

Provides an enhanced degree of comfort

Upscale materials e.g., granite/stone, solid wood, polished metals, high-gloss lacquers, veneer finishes with solid wood accents, high-grade laminate insets

Upscale design and/ or function e.g., antiques, leather, plush padding, designer fabric, sculptured shape, crisp line

Exceptional degree of comfort

Luxurious materials

Custom workmanship

Leading-edge design and effect

Exceptional degree of comfort

GUEST

SERVICE

AREA(S)

Enhanced front desk e.g., size or design

Multiple guest service capability

Enhanced front desk/pods/alternative check-in methods

Multiple guest service capability

Part of a spacious common area

Uniformed staff

Enhanced front desk/pods/alternative check-in methods

Multiple guest service areas e.g., front desk, bell stand, concierge, video kiosk

Part of a spacious common area

Uniformed staff

Enhanced front desk/pods/alternative check-in methods

Multiple guest service areas e.g., front desk, bell stand, concierge, video kiosk

Part of a spacious common area

Uniformed staff

Staffed concierge area (minimum 16 hrs. /day and 7 days/ week)

ILLUMINATION

SEATING

LAYOUT

Modestly enhanced design, materials, positioning and/or function

Good level of overall illumination

Decorative and well-coordinated design, materials and/or function

Well-positioned

Good level of overall illumination

Fixtures reflect upscale design

Well-positioned

Excellent level of overall illumination enhances the intended use of the space

Custom fixtures of outstanding quality

Well-positioned

Excellent level of overall illumination enhances the intended use of the space

Leading-edge illumination effect that provides day/ night transition

Expanded overall capacity

Multipurpose hard and soft seating

Expanded overall capacity

Expanded capacity for each function (soft seating, dining, workspaces)

Expanded overall capacity

Expanded capacity for each function (soft seating, dining, workspaces)

Multiple conversational groupings

One semi-private area (away from traffic flow)

Expanded overall capacity

Expanded capacity for each function (soft seating, dining, workspaces)

Multiple conversational groupings

Multiple semi-private areas (away from traffic flow)

Hotel Requirements & Diamond Guidelines16

DECORATIVE

ENHANCEMENTS

Common artwork with enhanced frame(s) -Or-other modest appointments e.g., live plants, floral displays, prints, assorted pieces, sculptures, accent wall, water features, fireplace

Well-coordinated, decorative framed artwork or appointments that provide distinctive appeal e.g., live plants, floral displays, prints, assorted pieces, sculptures, accent wall, water features, fireplace

Well-coordinated, decorative framed artwork or appointments

Varied assortment that provides a thematic upscale appeal e.g., live plants, floral displays, prints, assorted pieces, sculptures, accent wall, water features, fireplace

Well-coordinated, decorative framed artwork or appointments

Varied assortment that provides a thematic upscale appeal

Variety of styles and accent pieces e.g., custom artwork, limited edition prints, canvas art, tapestries, or lithographs with enhanced matting and preservation frames, assorted artisan pieces, sculptures

CONNECTIVE

TECHNOLOGY

Wireless internet access available throughout the property e.g., multiple routers, consistent signal strength

Convenient electrical outlets

Wireless internet access available throughout the property e.g., multiple routers, consistent signal strength

Convenient electrical outlets

Workspaces with USB or other alternative charging capability

Additional connectivity options e.g., interactive electronic reader board with local information, boarding pass kiosk, device available for electronic check-in/ check-out, RFID keys, mobile device check in

Superior internet speed and capacity available throughout the property e.g., multiple routers, consistent signal strength

Remote guest service access through mobile device

One additional technology feature e.g., mobile device room key access, wireless charging systems, advanced business computing equipment

Superior internet speed and capacity available throughout the property e.g., multiple routers, consistent signal strength

Advanced guest connectivity capability across all guest interactions (front desk, bell service, concierge, maintenance, food and beverage, housekeeping, recreation)

One additional technology feature e.g., mobile device room key access, wireless charging systems, advanced business computing equipment

Leading-edge technology

Hotel Requirements & Diamond Guidelines17

ELEVATOR

Elevator is available for guest use in all multi-story buildings

Landing includes at least one accent feature e.g., chair/sofa, table, lamps/wall sconce, phone, artwork, mirror, flowers/plants

Elevator is available for guest use in all multi-story buildings

Elevator includes decorative appointments

Landing includes multiple accent features e.g., chair/sofa, table, lamps/wall sconce, phone, artwork, mirror, flowers/plants

Multiple elevators

Upscale appointments

Landings are recessed and include multiple accent features e.g., chair/sofa, table, lamps/wall sconce, phone, artwork, mirror, flowers/plants

Additional service elevator is available for staff use

Multiple elevators

Elevator cabs have additional features e.g., high speed, destination dispatch, dual call button panels, television, music, card key access, voice indicators

Landings are recessed and include multiple accent features e.g., chair/sofa, table, lamps/wall sconce, phone, artwork, mirror, flowers/plants

Additional service elevator is available for staff use

Leading-edge effect

Hotel Requirements & Diamond Guidelines18

EXCERCISE

FACILITY

Designated room on site

Three pieces of cardio/strength equipment

At least four amenities:

Mirrors Television Water cooler Towels Clock Sanitizer

Designated room on site

Four or more pieces of professional grade equipment

Mirrors Television Water cooler Towels Clock Sanitizer

Additional personal training options e.g., free weights, benches, floor mats, physio balls, toning bars/rollers

Specialized, high-impact flooring

Multiple televisions or individual televisions for each piece of cardio equipment

One additional amenity e.g., infused water, bottled water, chilled towels, aromatherapy scents, ear buds, fresh fruit

Upscale facility

Full array of state-of-the-art fitness equipment appropriate with room count

Provides an obvious degree of spaciousness

Additional personal training options e.g., free weights, benches, floor mats, physio balls, toning bars/rollers

Specialized, high-impact flooring

Multiple televisions or individual televisions for each piece of cardio equipment

Three or more additional amenities e.g., infused water, bottled water, chilled towels, aromatherapy scents, ear buds, fresh fruit

Leading-edge facility

Full array of state-of-the-art fitness equipment appropriate with room count

Provides an obvious degree of spaciousness

Luxurious health club environment with attendants

Personal training options / guided programs

In-room exercise programs available

Specialized, high-impact flooring

Multiple televisions or individual televisions for each piece of cardio equipment

Comprehensive array of amenities

Dressing area includes lockers, showers and restrooms

Athletic gear available

Hotel Requirements & Diamond Guidelines19

FOOD &

BEVERAGE

OUTLETS

One quick-service outlet on site

One full-service restaurant

Lounge or bar area

Grab-and-go option available

Upscale, full-service restaurant i.e., comparable to a Three Diamond restaurant

Separate lounge or bar area

Room service available for breakfast, lunch and dinner

Multiple outlets including an upscale, full-service restaurant i.e., at least one is comparable to a Four Diamond restaurant

Separate lounge or bar area

Room service available 24/7

RESTROOMS

Restroom available Decorative appointments

Multiple restrooms in a convenient location (If property has expanded meeting facilities, then additional restrooms are available in proportion)

Upscale appointments

Multiple restrooms in a convenient location (If property has expanded meeting facilities, then additional restrooms are available in proportion)

Multiple locations

First-class with luxurious appointments

Multiple restrooms in a convenient location (If property has expanded meeting facilities, then additional restrooms are available in proportion)

Multiple locations

RESTAURANT

BREAKFAST

AREA

OR

Expanded breakfast including at least one hot item e.g., waffles/ pancakes, eggs, breakfast meats

Dedicated area with modest restrictions due to size and/ or placement of appointments

Limited seating is available

Television

Expanded breakfast includes multiple hot items e.g., waffles/ pancakes, eggs, breakfast meats

Appointments are well-proportioned to area size, with appropriate seating for the size of the establishment

Television

Clearly refined menu

Full service

Upscale surroundings

Appointments are well-proportioned to area size, with appropriate seating for the size of the establishment

Television

Not applicable

OR

Hotel Requirements & Diamond Guidelines20

SIGNAGE

THROUGHOUT

PROPERTY

Modestly enhanced materials, design

Limited locations

Decorative materials, design enhancements

Ample locations

Intuitive, upscale materials, design and location

Ample locations

Custom materials, intuitive design

Creatively placed for a leading-edge effect

Ample locations

SUNDRIES &

SHOPS

Modest selection of amenities available at the front desk

Dedicated sundry area

Upscale gift shop providing a wide variety of merchandise

Upscale gift shop providing a wide variety of merchandise

OR

In vending machine e.g., toothbrush/ paste, razors, mouthwash, shower caps, combs

Conventional gift shop offering a moderate variety of merchandise e.g., health and beauty items, food, beverage, basic technology accessories and reading materials

Convenient access to a variety of first-class shops

Convenient access to a variety of first-class shops

AND

Hotel Requirements & Diamond Guidelines21

SWIMMING

POOL

Pool area reflects the use of modest materials and design

Limited amount of furniture in simple or mixed styles

Well-appointed with decorative features and enhanced design

Good variety of comfortable, coordinated pool furniture

Well-appointed with upscale materials and design

Good variety of comfortable, coordinated pool furniture

Includes at least one additional feature e.g., hot tub, whirlpool spa, steam room, sauna, fountain, waterfall, zero-entry, infinity edge, children’s splash pad, kiddie pool, water slide

Food and beverage service is available poolside

Luxurious materials

Leading-edge appointments e.g., in-pool seating, sculptures, water feature, exotic plants and gardens, stone/ tile surfaces with designer inlays

Good variety of upscale pool furniture

Includes at least one additional feature e.g., hot tub, whirlpool spa, steam room, sauna, fountain, waterfall, zero-entry, infinity edge, children’s splash pad, kiddie pool

Additional poolside amenities e.g., cabanas, Bali beds, umbrellas, lotions, food and beverage outlet

Attendants on duty

Food and beverage service is available poolside

Additional Guest Impressions and Features

The following items are not assigned a Diamond designation, but are factored into the overall assessment of the exterior/public areas.

Additional Recreational Facilities/Programs – The availability of substantial on-site recreational facilities.

Spa – The availability of on-site spa facilities.

Resort / Non-use Fee(s) – A detraction for the automatic collection of separate fees for facilities, amenities or services regardless of guest use.

Overall Impression – The overall aesthetic impression of the design and functionality.

Comfort – The degree to which design and functionality contributes to physical ease and well-being.

Aesthetic Spaces – Freestanding indoor/outdoor areas (by design) that are pleasing to the senses.

Other – Unique attributes or other standout features or experiences.

Hotel Requirements & Diamond Guidelines22

Guest Rooms

VIBE

(DÉCOR STYLE)

BED/BEDDING

Modest enhancements to materials, design

Increased function and/or coordination

Adequate level of comfort

Modestly enhanced materials, design (headboard, bed base, mattress and bed covering) e.g., quilted or soft top mattress, duvet

Bed linens are smooth to touch

Pillows are of an enhanced grade (thick cluster fiber)

Significant enhancements to materials, design

Well-coordinated, with increased functionality

Enhanced degree of comfort

Comprehensive design reflecting streamlined, trendy, contemporary or traditional styles

Decorative headboard e.g., upholstered, multiple textures, shelving, reading lights, oversize mural

Mattress includes comfort enhancement e.g., pillow top, foam padding

Bed linens are smooth to touch

Pillows are of an enhanced grade (thick cluster fiber)

Three accent features to bed linens e.g., triple sheeting, overstuffed duvet, skirting, wrapped box spring, bed throw/scarf, multiple pillows, embroidered pillow cases/shams

Upscale materials, design and/or function

Well-coordinated, with increased functionality

Exceptional degree of comfort

Upscale materials

Oversize or custom made headboard, bed base, mattress

Bed linens are very soft to the touch and tightly woven

Pillows are of an upscale grade e.g., down, natural memory fibers, hypo-allergenic, gel

Three accent features to bed linens e.g., triple sheeting, overstuffed duvet, skirting, wrapped box spring, bed throw/scarf, multiple pillows, embroidered pillow cases/shams

Luxurious materials

Leading-edge design and effect

Exceptional degree of comfort

Luxurious materials

Leading-edge effect

Bed linens have a luxuriously soft, silk-like feel

Pillows are of an upscale grade e.g., down, natural memory fibers, hypo-allergenic, gel

Three accent features to bed linens e.g., triple sheeting, overstuffed duvet, skirting, wrapped box spring, bed throw/scarf, multiple pillows, embroidered pillow cases/shams

FREE FLOOR

SPACE

Obvious restrictions due to size and/ or placement of appointments;

Overall appearance is constricted

Limited restrictions, as placement of appointments is well-proportioned to room size and traffic flow

Room size and placement of appointments provide an obvious degree of spaciousness allowing increased ease of movement for multiple guests

Room size and placement of appointments provide an abundance of space that contributes to the ultimate level of comfort, privacy and relaxation for multiple guests

FURNITURE

QUALITY &

DESIGN

ILLUMINATION

Modest enhancements to materials, design

Adequate function and/or coordination

Adequate level of comfort

Significant enhancements to materials, design

Well-coordinated, with increased functionality

Enhanced degree of comfort

Upscale materials e.g., granite/stone, solid wood, polished metals, high-gloss lacquers, veneer finishes with solid wood accents, high-grade laminate insets

Upscale design and/ or function e.g., antiques, leather, plush padding, designer fabric, sculptured shape, crisp line

Exceptional degree of comfort

Luxurious materials

Custom workmanship

Leading-edge design and effect

Exceptional degree of comfort

≥ Three lighting fixtures reflect modest enhancements to materials, design, functionality and/or placement

Good level of overall illumination

≥ Four lighting fixtures reflect decorative materials, design

Well-positioned from multiple sources

Good level of overall illumination at each key task area

≥ Four lighting fixtures reflect upscale materials, design

Well-positioned from multiple sources

Superior functionality provides for ambience options e.g., dimmers, point lighting, multiple switches, remote control and/or natural light sources

Excellent level of overall illumination

≥ Four custom lighting fixtures of outstanding quality

Well-positioned from multiple sources

Superior functionality provides for ambience options e.g., dimmers, point lighting, multiple switches, remote control and/or natural light sources

Excellent level of overall illumination

Leading-edge illumination effect

Hotel Requirements & Diamond Guidelines24

MIRROR

SEATING

LAYOUT

Full-length mirror

Unframed/beveled

OR

Simple metal/wood frame

Full-length mirror

Decorative frame/design enhancement

Full-length mirror

Upscale frame/design enhancement

Multiple locations, sizes and/or styles

Full-length mirror

Custom frame/design enhancement e.g., luxurious materials, artistic design, oversized, multiple viewing angles

Multiple locations, sizes and/or styles

Seating for one guest

Adequate level of comfort

Seating for two guests

Enhanced desk chair (ergonomic or coordinated with décor)

Chair positioned for television viewing

Enhanced degree of comfort

Seating for three guests e.g., loveseat, sofa or two chairs (in addition to desk chair)

Enhanced desk chair (ergonomic or coordinated with décor)

Chair positioned for television viewing

One additional furniture piece

Exceptional degree of comfort

Seating for three guests e.g., loveseat, sofa or two chairs (in addition to desk chair)

Enhanced desk chair (ergonomic or coordinated with décor)

Furniture layout clearly designed for small grouping

Two additional furniture pieces

Exceptional degree of comfort

Hotel Requirements & Diamond Guidelines25

STORAGE/

SHELVING

Modestly enhanced open wall-mounted clothes rack

Detachable wood or heavy metal/plastic hangers

Embellished open, recessed area or enclosed area or freestanding armoire

Drawers/shelving available

Ample space (for two guests)

Upscale quality enclosure

Closet can enclose full-length apparel

Matching, open-hook, wood/ sculptured plastic hangers (heavy gauge with metal hook)

Some with skirt or pant hanging attachments

Ample supply (for two guests)

Two or more additional features e.g., illumination, drawers, shoe rack, walk-in capability, two or more shelves, upgraded luggage racks/designer style benches

Upscale quality enclosure

Closet can enclose full-length apparel

Comprehensive selection of hangers for ≥ three guests

At least two satin hangers

Closet is illuminated

Three or more additional features e.g., illumination, drawers, shoe rack, walk-in capability, two or more shelves, upgraded luggage racks/designer style benches

TELEVISION

TYPE &

PLACEMENT

32-inch flat-panel

Channel directory

Two additional features e.g., all-in-one multimedia hub, high-definition channels, free/pay movie channels, digital art/property information, mood effects, multiple viewing angles, acoustic board, smart TV functionality, streaming capability, surround sound

40-inch flat-panel

Channel directory

Cables and cords are hidden from view

Three additional features e.g., all-in-one multimedia hub, high-definition channels, free/pay movie channels, digital art/property information, mood effects, multiple viewing angles, acoustic board, smart TV functionality, streaming capability, surround sound

43-inch flat-panel

Channel directory

Cables and cords are hidden from view

Four additional features e.g., all-in-one multimedia hub, high-definition channels, free/pay movie channels, digital art/property information, mood effects, multiple viewing angles, acoustic board, smart TV functionality, streaming capability, surround sound

> 43-inch flat-panel

Seamlessly integrated with room design

Channel directory

Cables and cords are hidden from view

Five additional features e.g., all-in-one multimedia hub, high-definition channels, free/pay movie channels, digital art/property information, mood effects, multiple viewing angles, acoustic board, smart TV functionality, streaming capability, surround sound

Hotel Requirements & Diamond Guidelines26

FLEXIBLE,

USABLE

SURFACES

(JUDGED ON THE

BASIS OF AVAILABLE

SURFACE SPACE)

Small task table or alternative work/ writing surface

Medium-size desk, task table or alternative work/ writing surface

Electrical outlet and USB port near surface

Large-size desk, task table or alternative work/writing surface

Multiple electrical outlets and USB ports near surface

Large-size desk, task table or alternative work/writing surface

Multiple electrical outlets and USB ports near surface

Work space is appropriately enhanced by unique style/design

Uncluttered, with efficient functionality

VENTILATION

DECORATIVE

ENHANCEMENTS

Heat and air conditioning available on demand

Conveniently located through-wall HVAC units

Easily accessible controls

Conveniently located through-wall HVAC units

Modern and quiet

Digital thermostat control on wall

Central system

Digital thermostat control on wall

Central system

Quiet and inconspicuous form and function

Digital thermostat control on wall

Common artwork with enhanced frame(s) -Or-other modest appointments e.g., live plants, floral displays, prints, assorted pieces, sculptures, accent wall, water features, fireplace

Well-coordinated, decorative framed artwork or appointments that provide distinctive appeal

Well-coordinated, upscale framed artwork or appointments

Varied assortment of styles and accent pieces that provide a thematic upscale appeal

Well-coordinated, luxurious framed artwork or appointments

Varied assortment of styles and accent pieces that provide a leading edge or luxurious appeal e.g., custom artwork, limited edition prints, canvas art, tapestries, or lithographs with enhanced matting and preservation frames, assorted artisan pieces, sculptures

Hotel Requirements & Diamond Guidelines27

Additional Guest Impressions and Features

The following items are not assigned a Diamond designation, but are factored into the overall assessment of the guest room.

Technology – The overall impression of the technology features.

Microwave – A microwave oven is present in each guest room.

Refrigerator – A refrigerator is present in each guest room.

Robes – A robe is present in each guest room (two in doubles).

Slippers – A set of slippers is present in each guest room (two sets in doubles).

Safe – A safe is present in each guest room.

Internet – Wireless internet access in guest rooms is offered free, or at an additional cost.

Overall Impression – The overall aesthetic impression of the design and functionality.

Comfort – The degree to which design and functionality contributes to physical ease and well-being.

Hotel Requirements & Diamond Guidelines28

Bathrooms

VIBE

(DÉCOR STYLE)

VANITY AREA

(JUDGED ON THE BASIS

OF AVAILABLE SURFACE

SPACE)

Modest enhancements to materials, design

Increased function and/or coordination

Adequate level of comfort

Modestly-enhanced materials, design;

limited free space e.g., poured acrylic, cultured marble/ granite, ceramic tile

Significant enhancements to materials, design

Well-coordinated, with increased functionality

Enhanced degree of comfort

Comprehensive design reflecting streamlined, trendy, contemporary or traditional styles

Decorative materials, design; adequate free space e.g., quartz, granite

Upscale materials, design and/or function

Well-coordinated, with increased functionality

Exceptional degree of comfort

Upscale materials, design; spacious design e.g., marble or other solid stone

Multiple counters and/or shelves

Luxurious materials

Well-coordinated, with increased functionality to provide leading-edge design and effect

Exceptional degree of comfort

Upscale materials, design; spacious design e.g., marble or other solid stone

Multiple counters and/or shelves;

multiple sinks

Leading-edge effect

FREE FLOOR

SPACE

Obvious restrictions due to size and/ or placement of appointments;

constricted appearance (If vanity area is separate from the toilet area, it is positioned in plain view of the guest room)

Modest restrictions, as placement of appointments is well-proportioned to room size and traffic flow (If vanity area is separate from the toilet area, it is positioned in restricted view from the rest of the guest room)

Room size and placement of appointments provide an obvious degree of spaciousness, allowing increased ease of movement

Room size and placement of appointments provide an abundance of space that contributes to the ultimate level of comfort and relaxation for multiple guests

ILLUMINATION

Modestly enhanced lighting fixtures e.g., enhanced plastic cover, tube lighting

Decorative lighting fixtures

Multiple locations

Upscale design and materials

Multiple locations

Illuminated shower

Excellent level of overall illumination at each location

Upscale design and materials

Multiple locations

Illuminated shower

Custom function(s) provides for ambience options e.g.,…