Standards resort

i
TABLE OF CONTENTS

BOOK ONE - GENERAL PROVISIONS
Rule I. Definition and Basic Guidelines
Section 1. Title........................................................................................... 1
Section 2. Definition of Terms.................................................................... 1
BOOK TWO - STAR GRADING SYSTEM
Rule II. Star Grading System for Hotels, Resorts and Apartment Hotels
Section 1. Five Star Grading System ....................................................... 3
BOOK THREE – ACCREDITATION STANDARDS
Rule III. Accreditation Standards for Resorts
Dimension 1. ARRIVAL / DEPARTURE R
1.1 Building – Appearance .................................................... 5
1.2 Building - Design and Construction Quality...................... 5
1.3 Building - Condition (wear and tear)................................. 5
1.4 Entrance / Exit & Parking................................................. 6
1.5 Transport ........................................................................ 6
1.6 Security ........................................................................... 7
1.7 Reception – Service Hours.............................................. 7
1.8 Reception – Size.............................................................. 7
1.9 Reception - Seating Area................................................. 8
1.10 Check-in Process ............................................................ 8
1.11 Luggage Services............................................................ 9
1.12 Porter Services................................................................. 9
1.13 Reception Staff – Appearance.......................................... 9
1.14 Reception – Service Quality............................................. 9
1.15 Reception Services – Check-out...................................... 10
1.16 Other Arrival / Departure Aspects..................................... 10
Dimension 2: PUBLIC AREAS
2.1 Public Areas - Decoration - Design and Quality............... 11
2.2 Public Areas – Decoration - Condition and
Maintenance.......................................................... 11
2.3 Public Areas - Furniture – Quality.................................... 11
2.4 Public Areas - Furniture – Condition................................ 12
2.5 Public Washroom – Quality.............................................. 12
2.6 Public Washroom – Condition and Cleanliness .............. 13
2.7 Public Areas - Room Climate........................................... 13
2.8 Public Areas – Lighting – Quality..................................... 13

ii
2.9 Public Areas – Lighting – Condition................................. 14
2.10 Public Areas – Lighting – Environmental Protection........ 14
2.11 Public Areas – Cleanliness .............................................. 15
2.12 Gardens - Condition......................................................... 15
2.13 Garden – Furniture – Quality............................................ 16
2.14 Garden – Furniture – Condition........................................ 16
2.15 Garden Plants and Watering............................................ 17

Dimension 3: BEDROOM
3.1 Room Size........................................................................ 17
3.2 Suites - Availability........................................................... 17
3.3 Rooms for Persons with Disabilities (PWD) –
Availability.............................................................. 18
3.4 Bedroom – Space and Comfort........................................ 18
3.5 Bedroom – Sound Proofing ............................................. 18
3.6. Bedroom – Noise Levels....................................................... 19
3.7 Bedroom – Bed Mattress – Quality.................................. 19
3.8 Bedroom – Bed Mattress – Condition.............................. 20
3.9 Bedroom – Bedding & Linen Quality................................ 20
3.10 Bedroom – Bedding & Linen Condition............................. 21
3.11 Bedroom – Pillows – Quality/Condition............................ 21
3.12 Bedroom – Lighting – Quality........................................... 22
3.13 Bedroom – Lighting – Condition ...................................... 22
3.14 Bedroom – Lighting – Environmental Protection.............. 22
3.15 Bedroom Curtains – Quality............................................. 23
3.16 Bedroom Curtains – Condition......................................... 23
3.17 Bedroom – Floor Coverings – Quality.............................. 24
3.18 Bedroom – Floor Coverings – Condition ......................... 24
3.19 Bedroom – Temperature Control – Quality ...................... 25
3.20 Bedroom – Temperature Control – Condition and
Maintenance.......................................................... 25
3.21 Bedroom – Furniture – Quality ............................................. 25
3.22 Bedroom – Furniture – Condition..................................... 26
3.23 Bedroom – Accessories and Amenities available............. 26
3.24 Bedroom – Cleanliness.................................................... 30
Dimension 4: BATHROOM
4.1 Bathroom – Minimum Requirements................................ 31
4.2 Bathroom – Shower/Bath - Quality................................... 31
4.3 Bathroom – Shower/Bath - Condition/Maintenance ........ 31
4.4 Bathroom – Basin - Quality.............................................. 32
4.5 Bathroom – Basin – Condition/Maintenance.................... 32
4.6 Bathroom – Toilet – Quality.............................................. 33
4.7 Bathroom – Toilet – Condition/Maintenance..................... 33
4.8 Bathroom – Decoration – Quality..................................... 34
4.9 Bathroom – Decoration – Condition/Maintenance........... 34

iii
4.10 Bathroom – Towels – Quality and Cleanliness................. 34
4.11 Bathroom – Space and Comfort....................................... 35
4.12 Bathroom – Overall Cleanliness....................................... 35
4.13 Toiletries – Availability...................................................... 36
4.14 Bathroom – Amenities – Availability................................. 36
4.15 Bathroom – Environmental Protection............................. 37
Dimension 5: FOOD AND BEVERAGE
5.1 Food and Beverage- Availability of Restaurants ............. 37
5.2 Food and Beverage – Options available.......................... 38
5.3 Food and Beverage – Service Quality............................. 38
5.4 Restaurant – Decoration and Furniture – Quality............. 38
5.5 Restaurant – Decoration & Furniture – Condition ........... 39
5.6 Restaurant – Crockery, Cutlery, Glassware – Quality ..... 39
5.7 Restaurant – Crockery, Cutlery, Glassware –
Cleanliness............................................................ 40
5.8 Restaurant – Space and Comfort..................................... 40
5.9 Kitchen – Quality of Appliance......................................... 41
5.10 Kitchen - Cleanliness....................................................... 41
Dimension 6: AMENITIES AND SERVICES
6.1 Amenities – Guest Services............................................... 42
6.2 Amenities – Wellness Services.......................................... 42
6.3 Amenities – General Services............................................ 43
6.4 Amenities – Recreation & Sports....................................... 43
Dimension 7: BUSINESS PRACTICES
7.1 Business Processes........................................................... 44
7.2 Barrier-free Facilities for Persons with
Disabilities (PWD).................................................. 45

BOOK FOUR – APPLICATION FOR ACCREDITATION
Rule IV. Accreditation Process
Section 1. Filing of Application.................................................................. 47
Section 2. Documentary Requirements.................................................... 47
Section 3. Inspection.................................................................................. 47
Section 4. Validity of Accreditation............................................................. 47
Section 5. Schedule of Fees ..................................................................... 47

iv
BOOK FIVE – CANCELLATION AND/OR DOWNGRADING OF ACCREDITATION
Rule V. Cancellation and/or Downgrading of Accreditation
Section 1. Grounds for Cancellation....................................................... 47
Section 2. Procedure for Cancellation and/or
Downgrading of Accreditation ......................................... 48
BOOK SIX – SUPERVISION OF ACCREDITED ESTABLISHMENTS
Rule VI. Supervision of Accredited Establishments
Section 1. Display of DOT Accreditation Seal ........................................ 48
Section 2. Non-Transferability of DOT Accreditation Seal....................... 48
Section 3. Periodic Inspection.................................................................. 48
Section 4. Defects and Deficiencies Found During the Inspection.......... 48
Section 5. Penalty for Failure to Remedy the Defects, etc....................... 48
Section 6. Advertisements........................................................................ 48
BOOK SEVEN – OTHER PROVISIONS
Rule VII.Miscellaneous and Transitory Provisions
Section 1. Confidential Character of Certain Data.................................. 49
Section 2. Circulars ................................................................................ 49
Section 3. Separability Clause................................................................. 49
Section 4. Repealing Clause.................................................................... 49
Section 5. Effectivity ................................................................................ 49


ACCOMMODATION ENTERPRISE SELF-ASSESSMENT FORM
Name of Enterprise:
Address:
General Manager:
Contact Details:
Telephone Number:
Website Address:
E-mail Address:
DIMENSIONS MY SCORE
1. Arrival and Departure
2. Public Areas
3. Bedrooms
4. Bathrooms
5. Food and Beverage
6. Lounge Area *
7. KitchenArea *
8. Amenities
9. Business practices
TOTAL SCORE
* Applicable to Apartment Hotels only
NOTE: YOUR SELF-ASSESSMENT RATING IS NOT YET FINAL.
A third party auditor hired by the DOT shall conduct an actual assessment of your
enterprise to determine your property’s classification.
COMMENTS: ___________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
v

vii
EXPLANATORY NOTES
INTRODUCING THE FIVE STAR GRADING SYSTEM
FOR ACCOMMODATION ENTERPRISES
There are five levels of accommodation standards ranging from one to five
stars applicable to hotels, resorts and apartment hotels. To obtain higher stars,
progressively higher service and facility quality, facility condition and improved
business practices like environmental management, which are determined by a
points system should be provided across all areas.
A total of 1000 points have been set as the maximum number of points that can be
achieved by Hotels, Resorts, and Apartment Hotels.
Star Grading Total Score (Hotel, Resort, Apartel)
1 star 251 – 400 points
The criteria are divided into seven (7) dimensions that are common to the above-
mentioned categories except for the lounge area and the kitchen area which
are applicable only to apartment hotels. The percentage that these dimensions
contribute to the total score is shown in the table below:
Business Area Hotel Resort Apartel
Arrival & Departure 10% 10% 8%
Public Areas 10% 10% 7%
Bedrooms 30% 30% 30%
Bathrooms 15% 15% 15%
Food & Beverage 15% 15% n/a
Lounge Area * n/a n/a 15%
Kitchen Area * n/a n/a 10%
Amenities 10% 10% 5%
Business Practices 10% 10% 10%
Total 100% 100% 100%

viii
Each dimension consists of a number of indicators which describe either the
existence or availability, quality and condition of the facility as well as the service.
Every indicator is allotted points. A maximum of 182 indicators are evaluated.
Quality judgment is used to determine whether a facility or service is either
Unacceptable, Acceptable, Good, Very Good, Excellent or Outstanding.
Mandatory and minimum requirements have also been established both for entry
into the grading scheme and at the different star levels.
Mandatory requirements, marked M shall refer to those requirements that are
prescribed by existing laws, without which, no accreditation shall be issued to the
enterprise until such time that it rectifies said deficiencies.
On the other hand, minimum requirements, marked m shall refer to those
requirements which are minimum to a certain classification, without which the
establishment will not be awarded such classification but instead be downgraded
to a lower classification, regardless of the total points accumulated.
The
reference
number
A mandatory
item in this
case for 1-5
stars These items
link together
A description
of the criteria
The number
of points
allocated to
this criteria
M shows a
Mandatory
requirement,
in this case
for all stars
and has no
points
m shows a
Minimum
requirement,
in this case for
4 and 5 stars

ix
The first column gives a reference number for that criteria item.
The second column is descriptive. It identifies the section. It also determines if
the criteria is a mandatory or minimum criteria. If it is mandatory for all star
grades then the phrase “Minimum 1-5” is used. If it only applies to certain star
grades, then the star grades it applies to (e.g. Minimum 4-5) will be identified. If it
applies to a quality rating then a range of terms from unacceptable to outstanding
are used.
Unacceptable describes what should not happen. No points are awarded.
Acceptable shows the first level of quality, good the second level, very good the
third level, excellent the fourth level and outstanding the fifth and highest level.
Environmental describes if this is an environmental initiative.
The third column indicates if the items are linked together. A black line indicates
these criteria are linked and only one score will apply. This is a graduated rating
where greater points apply to the provision of higher levels of quality.
The fourth column describes the criteria/indicators.
The fifth column gives the amount of points that can be gained.
The sixth to 10th
column indicate if this is a mandatory or minimum requirement.
The big letter “M” and small letter “m” are used in the column that correlates to
the final star rating. e.g. if the property gains a four star rating with points scored
between 701 and 850, then this can only be conferred if all the “m” and “M” items
that apply to a four star property are also met.

1
DOT MEMORANDUM CIRCULAR NO. 2012-02
RULES AND REGULATIONS TO GOVERN THE ACCREDITATION OF
ACCOMMODATION ESTABLISHMENTS – HOTELS, RESORTS AND
APARTMENT HOTELS
Pursuant to theauthority vested in the DEPARTMENT OF TOURISM
(DOT) by Republic Act No. 9593 otherwise known as the Tourism
Act of 2009 dated may 12, 2009, on the mandatory accreditation
of primary tourism enterprises, the National Tourism
Standards for the Accommodation Sector – Hotels, Resorts
and Apartment Hotels are hereby promulgated to implement
the intent and purpose of the said Republic Act.
BOOK ONE
GENERAL PROVISIONS
Rule I.
Definition and Basic Guidelines
Section 1. Title. These Rules shall be referred to as “RULES AND REGULATIONS
TO GOVERN THEACCREDITATION OFACCOMMODATION ESTABLISHMENTS
– HOTELS, RESORTS AND APARTMENT HOTELS.”
Section 2. Definition of Terms. When used in these Rules, the following terms shall,
unless the context otherwise indicates, have the following meaning:
a. “Accreditation” shall refer to a certification issued by the Department to a
tourism enterprise that officially recognizes it as having complied with the
minimum standards for the operation of tourism facilities and services.
b. “Act” shall refer to Republic Act No. 9593, otherwise known as the “Tourism
Act of 2009”.
c. “Apartment Hotel” shall refer to serviced apartments offering self-contained
units that contain access to kitchen and laundry facilities. A number of
bedrooms may share one bathroom in the unit.

2
d. “Department or DOT” shall refer to the Department of Tourism created
pursuant to Presidential Decree No. 189 (1973), as amended.
e. “Hotel” shall refer to full service accommodation with reception and guest
rooms generally offering private facilities with an onsite restaurant, room
and bar services available. Additional facilities such as business centres
and conference rooms are expected.
f. “Mandatory Requirements (M)” shall refer to those requirements without
which an enterprise shall not be accredited.
g. “Minimum Requirements (m)” shall refer to those requirements which are
minimum to a certain classification, without which the establishment will
not be awarded such classification but instead be downgraded to a lower
one, regardless of the total points accumulated.
h. “OTSR” shall refer to the Office of Tourism Standards and Regulation of
the Department.
i. “Primary Tourism Enterprises” refers to travel and tour services; land,
sea and air transport services exclusively for tourist use; accommodation
establishments; convention and exhibition organizers; tourism estate
management services; and such other enterprises as may be identified by
the Secretary, after due consultation with concerned sectors.
j. “Quality Gradings” shall refer to such terms as unacceptable, adequate,
good, very good, excellent and outstanding are used to signify the
ascending levels of quality.
k. “Resort” shall refer to full service accommodation located in a more
natural, relaxed environment, with reception and guest rooms generally
offering private facilities with an onsite restaurant, room and bar service
available. Additional recreation facilities and tour services are expected.
l. “Rules” shall refer to these Rules and Regulations implementing the
Accreditation of Accommodation Establishments without prejudice to the
Implementing Rules and Regulations of the Tourism Act of 2009.
m. “Standards” shall refer to a set of written functional, aesthetic and technical
requirements in the form of specifications or guidelines to ensure that a
product and service complies with the Rules and Regulations set forth by
the Department.

3
n. “Tourism Enterprises” refers to facilities, services and attractions involved
in tourism, such as, but not limited to: travel and tour services; tourist
transport services, whether for land, sea or air transportation; tour guides;
adventure sports services involving such sports as mountaineering,
spelunking, scuba diving, and other sports activities of significant tourism
potential; convention organizers; accommodation establishments,
including, but not limited to, hotels, resorts, apartelles, tourist inns, motels,
pension houses, and home stay operators; tourism estate management
services,restaurants,shopsanddepartmentstores,sportsandrecreational
centers, spas, museums and galleries, theme parks, convention centers
and zoos.
BOOK TWO
STAR GRADING SYSTEM
Rule II.
Star Grading System for Hotels, Resorts and Apartment Hotels
Section 1. Five Star Grading System. There are five (5) levels of accommodation
standards ranging from one to five stars. The star bands for Hotels, Resorts and
Apartment Hotels are as follows:
a. One Star: 25-40% achievement (251 to 400 points) – These enterprises
appeal to budget minded travellers. There is a limited range of facilities and
services.
b. Two Star: 40-55% achievement (401 to 550 points) - These enterprises
appeal to the tourists seeking more than basic accommodation. They offer
expanded facilities and higher level of comfort.
c. Three Star: 55–70% achievement (551 to 700 points) – These enterprises
offer a very good level of accommodation. There are more spacious public
areas, higher quality facilities and a greater range of services.
d. Four Star: 70–85% achievement (701 to 850 points) - These properties
are upscale in all areas. Accommodation is refined and stylish. Service is
responsive, often including an extensive array of facilities.
e. Five Star: 85%-100% achievement (851 to 1,000 points) - These properties
reflect the characteristics of luxury and sophistication. The facilities are
world class in every manner and the meticulous service exceeds all guest
expectations.

BOOK THREE
ACCREDITATION STANDARDS
Rule III.
Accreditation Standards for Resort
No. Ratings Criteria / Indicators Points
Dimension 1: ARRIVAL/DEPARTURE
1.1 Building – Appearance
1 Minimum 1-5
Exterior in a clean fit for purpose
condition.
0 M M M M M
2 Minimum 1-5
Resort name clearly visible from the street
and during night time.
0 M M M M M
3
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
4
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
5
No. Ratings Criteria / Indicators Points My
Score
    
   
  
 


6
Good
Good appearance, weathering may still
exist, but in sound condition.
4
Very Good
Very good maintenance of paintwork
and exterior panels.
6
Excellent
High standard of external appearance
allowing for the age of the building.
8
Outstanding
As new condition, no building
maintenance issues are visible.
10
1.4 Entrance / Exit & Parking
5 Minimum 1-5
Driveway is in a sound condition and
free from significant potholes with no
obvious obstructions.
0 M M M M M
6 Minimum 1-5
Driveway entrance is clearly marked and
is visible at night time.
0 M M M M M
7 Minimum 1-5
Clearly designated parking / docking
area (if applicable), that meets the
relevant provisions of the National
Building Code.
0 M M M M M
8
Minimum
4 & 5
Valet parking is provided. 3 m m
9 1.5 Transport
Unacceptable
No airport or port transfer services
available.
0
Acceptable
Guests are provided with property
address and expected to get local taxis
or buses to property.
1
Good
Good transfer services are available,
although not clearly signed.
2
Very Good
Transfer services are reliable and signed
at airport, ground transport is in very
good condition.
3
Excellent
Transfer services are branded to the
property and in excellent condition.
4
Score
    
   
  
 


7
Outstanding
Transfer services are branded to the
property and provide a commensurate
level of luxury.
5
1.6 Security
10 Minimum 1-5
Professional security in place 24 hours
at main entry point.
0 M M M M M
11 Minimum 1-5
Property and security services designed
to ensure guest safety at all times.
0 M M M M M
12
Effective use of CCTV with minimum
30 days recording storage.
3
13 Monitoring of CCTV 24 hours. 5
14 1.7 Reception – Service Hours
Minimum 1-2 Reception service available 16 hours. 0 M M
Minimum 3-5 Reception service available 24 hours. 5 m m m
15 1.8 Reception – Size
Unacceptable
Reception area is small and/or difficult
to locate.
0
Acceptable
Obvious size restrictions, area may be
cluttered.
1
Good Functional reception for the operation. 2
Very good Very good size, generous space. 3
Excellent
Excellent reception area, seated check in
is an option.
4
Score
    
   
  
 


8
Outstanding
Luxurious check in facility, private
check in facility is available and used as
appropriate.
5
16 1.9 Reception - Seating Area
Unacceptable
No seating available or seating options
in poor condition with lack of privacy.
0
Acceptable
No seating area available but limited
privacy means it is difficult to have
private conversations.
1
Good
Seating available close by for a small
group of not less than 4 guests.
2
Very Good
Comfortable seating area close by for
not less than 6 guests.
3
Excellent
Seating area with excellent quality
seating appropriate for the size of the
resort.
4
Outstanding
Outstanding seating options are
available for different sized groups to
enable comfort whilst waiting near
reception.
5
17 1.10 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 part
completed and no wait time for
registration process.
10
Score
    
   
  
 


9
18 1.11 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 resort.
5
19 1.12 Porter Services
Minimum 3-5 Porter services are available. 5 m m m
20 1.13 Reception Staff - Appearance
Unacceptable Staff are poorly groomed and untidy. 0
Acceptable
Staff wear clean clothing and are neat
and tidy.
2
Good
Staff are easily identified and well
groomed.
4
Very good
Staff provide a very good professional
appearance.
6
Excellent
Staff are very well groomed and take
pride in their appearance.
8
Outstanding
Staff are immaculately groomed and
attention to detail is obvious.
10
21 1.14 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.
2
Score
    
   
  
 


10
Good Staff are polite and responsive. 4
Very good
Staff are welcoming and provide a sense
of arrival.
6
Excellent
Staff take an interest in the guests
preferences, refreshments or similar
may be offered on arrival.
8
Outstanding
Staff are very responsive, attentive, and
efficient while taking a personal interest
about every requirement of the guest.
10
22
1.15 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
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
guest)
4
Outstanding
In room check-out options and express
service offered with no wait time.
5
1.16 Other Arrival / Departure
Aspects
23 Minimum 1-5
Guests must be provided with Official
Receipt on departure.
0 M M M M M
Account reviewed and then presented in
an envelope.
1
24
A wide range of payment options are
available including at least 3 different
types of credit cards.
1
25 Offer to arrange transfer services. 2
Score
    
   
  
 


11
Dimension 2: PUBLIC AREAS
26
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
27
2.2 Public Areas – Decoration -
Condition and Maintenance
Unacceptable
Very old, faded, damaged wall coverings,
peeling, grubby marks, evidence of
neglect.
0
Acceptable
Amateurish application of wallpaper/
paint, tired look, damage is evident and
several minor repairs are needed.
2
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
28
2.3 Public Areas - Furniture –
Quality
Score
    
   
  
 


12
Unacceptable
Uncomfortable furniture that is made of
poor materials, or no furniture used.
0
Acceptable
Mismatched furniture that is not
particularly comfortable.
1
Good
May be older furniture or newer lower
quality coordinated furniture, durable
materials are used.
2
Very Good
Very good quality furniture, high levels
of comfort, easy and attractive seating
arrangements.
3
Excellent
Excellent furniture quality, great degree
of comfort, attractive and highly-
coordinated.
4
Outstanding
Highest quality furniture in outstanding
condition; or antique furniture of
highest quality.
5
29
2.4 Public Areas - Furniture –
Condition
Unacceptable
Scratched and badly damaged furniture,
loose arms and legs, stained, dirty
upholstery or no furniture used.
0
Acceptable
Occasional marks, in need of minor
repair, acceptable condition.
1
Good
Good level of condition throughout
most of the public areas. Some public
spaces may not display a range of
furniture.
2
Very Good
Very good condition of furniture, with
only some minor signs of wear and tear
throughout the public areas.
3
Excellent
Excellent furniture condition
throughout the resort.
4
Outstanding
Furniture in outstanding as new
condition, conveniently located
throughout the resort.
5
30 2.5 Public Washroom - Quality
Unacceptable
Poor quality throughout, aged basin and
bowl, not fit for purpose.
0
Score
    
   
  
 


13
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
31
2.6 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
32 2.7 Public Areas - Room Climate
Minimum 1-5
All public areas are ventilated or have
temperature control initiatives and
maintain a temperature between 20-30
degrees year round; except in areas
where elevation is 2000 ft. above sea
level.
0 M M M M M
33
2.8 Public Areas - Lighting –
Quality
Score
    
   
  
 


14
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
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
34
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
Environmental Protection
35 Environmental
Sensor lighting in use that does not
compromise guest safety.
3
Score
    
   
  
 


15
36 Environmental Good use of natural lighting. 5
37 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
38 2.11 Public Areas – Cleanliness
Unacceptable
Very heavy dust on surfaces, carpets
badly vacuumed, cobwebs evident, litter
lying around, dead insects, dirty glasses,
cups on tables, dirty bathrooms.
0
Acceptable
Clean but not in high or low areas,
smears on surfaces, no evidence of
regular wiping/dusting. Any toilets are
cleaned daily.
2
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
39 2.12 Gardens – Condition
Unacceptable
Cluttered and untidy, no evidence of
maintenance requires considerable
attention.
0
Acceptable
Grounds are kept tidy, evidence of
ground maintenance in the last 30 days.
2
Good
Grounds are well maintained, and
evidence of maintenance in last 7 days.
4
Very Good
Grounds are in very good condition, and
where appropriate seasonal plantings
are evident. Grounds are well laid
out and provide a sense of space and
relaxation.
6
Score
    
   
  
 


16
Excellent
Grounds are in excellent condition,
evidence of maintenance in the last
2 days; attention to detail shows
walkways are well maintained.
8
Outstanding
Grounds are in pristine condition
with detailed landscaping and design
features. Evidence of daily maintenance
and care.
10
40 2.13 Garden Furniture – Quality
Unacceptable
Lack of garden furniture, or of very
poor quality (cheap plastic) and in
awkward places.
0
Acceptable
Basic furniture is used that is fit for
purpose, maybe plastic or low quality
wood.
1
Good
Good quality furniture is used
throughout and placed appropriately.
2
Very Good
Very good quality furniture used
throughout the garden, e.g. woven
furniture with comfortable cushions or
mattresses.
3
Excellent
Excellent quality furniture that suits
surroundings and fits with overall
theme.
4
Outstanding
Designer quality furniture, outstanding
variety and comfort, creating unique
spaces for relaxation.
5
41 2.14 Garden Furniture – Condition
Unacceptable
Broken garden furniture or in otherwise
poor condition.
0
Acceptable
Functional furniture in acceptable
condition; some furniture may be old,
wobbly, stained or discoloured.
1
Good
Good, but used condition, some repairs
are evident, solid stand.
2
Very Good
Very good condition, professional
repairs.
3
Excellent
Excellent condition, no stains and
discolouration.
4
Score
    
   
  
 


17
Outstanding
Garden furniture in outstanding as new
condition.
5
42
2.15 Garden Plants and
Watering
Environmental
No thought given to the operational
watering requirements of plants and
water, recycling is not part of the
operational planning.
0
Environmental Minor use of local plants. 2
Environmental Extensive use of local plants. 4
43 Environmental
Plants watered in morning/evening to
conserve water.
1
Environmental
Limited use of rain water or grey water
for watering plants.
2
Environmental
Extensive use of rainwater and grey
water for watering.
3
Dimension 3: BEDROOM
44 3.1 Room Size
Minimum 1 Size including bathroom ≥ 16 sq. m 4 m
45
3.2 Suites – Availability
(Note: Suites shall have a Master’s
bedroom, pantry, separate living room
and en-suite bathroom with enclosed
shower and telephone ext. in bathroom)
Minimum 4 2% of rooms are suites. 3 m
Score
    
   
  
 


18
Minimum 5 5% of rooms are suites. 5 m
46
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
47 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 meters.
0
Acceptable
Doors and drawers can be opened freely
without moving furniture, may still
have cluttered feel, impression is fair,
ceiling height is at least 2.4 meters.
2
Good
Good amount of space to move freely
carrying a suitcase, there may be some
restrictions and a chair may serve dual
purposes.
4
Very Good
Bedrooms are well planned for ease of
movement, no major obstacles to move
around, easy access to all facilities.
6
Excellent
Generous space to allow comfortable
relaxation and comfortable in room
dining, ease of access with a suitcase to
all wardrobes and cupboards.
8
Outstanding
Luxurious space designed for relaxation
and efficiency of movement. Ample
free space with furniture in suitable and
convenient places.
10
48 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
Score
    
   
  
 


19
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
49 3.6 Bedroom – Noise Levels
Unacceptable
Significant external noise and noise
from other rooms that 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
Outstanding
Noise should not be more than 50
decibels.
10
50
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
Score
    
   
  
 


20
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
51
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
52
3.9 Bedroom - Bedding & Linen -
Quality
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
Score
    
   
  
 


21
Outstanding
All linen outstanding quality should
have minimum 300 thread count or silk
linen or similar.
10
53
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
condition.
2
Good
Linen in good condition, evidence of
good laundry practices.
4
Very Good Linen in very good and crisp condition. 6
Excellent All linen in excellent condition. 8
Outstanding All linen in as new condition. 10
54
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
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
Score
    
   
  
 


22
55 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
56
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
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
57
3.14 Bedroom - Lighting –
Environmental Protection
Score
    
   
  
 


23
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
58 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
59
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.
4
Very Good Curtains/shades in very good condition. 6
Excellent
Excellent condition, fullness of
materials.
8
Score
    
   
  
 


24
Outstanding
As new condition, luxurious, no wear
and tear evident.
10
60
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
61
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
Outstanding Floor coverings in as new condition. 10
Score
    
   
  
 


25
62
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
63
3.20 Bedroom - Temperature
Control - Condition & Maintenance
Unacceptable
Broken windows, cracked glass,
draughty, fan air conditioning not
working.
0
Acceptable
Window opens and closes easily, fan in
acceptable condition.
2
Good
Good cooling system, air conditioning
unit older but operates effectively.
4
Very 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
64 3.21 Bedroom – Furniture - Quality
Score
    
   
  
 


26
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, medium density fiber board
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
65
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
66 Electronic key card locking system. 5
Score
    
   
  
 


27
67 Environmental Key card power system. 5
68
Door chain or security device such as
peep hole to view visitors
2
69
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
70 Additional second mirror. 1
71
Coat hangers – 3 per person minimum
– wire.
1
– plastic.
2
– wooden.
3
72 Open shelve wardrobe (no doors). 1
Small size wardrobe (24inches
minimum width).
2
Adequate size wardrobe (35inches
minimum width).
3
Standard size wardrobe (47inches
minimum width).
4
Score
    
   
  
 


28
Spacious wardrobe (59inches minimum
width).
5
73 Drawers or enclosed shelf space . 1
74 Portable luggage rack. 1
Defined luggage rack – permanent. 2
75 Central safe at reception only. 1
Small safety deposit box in room,
functional and securely bolted.
2
Safety deposit box in room, large
enough for 13” laptop, functional and
securely bolted.
4
76 Daily newspaper delivered to room. 1
77 Minimum 1-5 Drinking water and one glass per guest. 0 M M M M M
78 Minimum 3-5 Tea/coffee facilities in room. 2 m m m
79 Minimum 3-5
Telephone provided in each room with
direct dial.
2 m m m
80 Clock/Radio/Wake up service. 1
81 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
Score
    
   
  
 


29
Minimum 4-5
In room compendium with extensive
regional information on what to see and
do for tourists.
3 m m
82
Refrigerator, clean and in working
condition.
3
Refrigerator with serviced mini bar. 5
83
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
inch) with functional remote control.
3
TV flat screen 32 inch or larger with
functional remote control.
4
TV flat screen 40 inch or larger with
functional remote control.
5
84
Multichannel options with Philippine
travel channels .
1
85
Multichannel options with at least 3
international news channels.
1
86
DVD player / Home theatre / Pay Movie
channels.
1
87 On screen property information. 1
88 On screen messaging and accounts. 1
Score
    
   
  
 


30
89
In room internet connections (WLAN
or wired).
2
Free In room internet connections
(WLAN or wired).
3
90
Flashlight or illuminated light switches
in room.
1
91
Laundry bag in room and service
available.
1
Express laundry service available (24
hour return service).
2
92 Ironing service available. 1
Iron and board in room available. 2
3.24 Bedroom - Cleanliness
93 Minimum 1-5
All rooms are cleaned daily and all beds
are made daily.
0 M M M M M
94 Minimum 1-5 Waste bin provided and emptied daily. 0 M M M M M
95
Mattresses are labelled and periodically
turned.
2
96 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
shining surfaces.
15
Score
    
   
  
 


31
Dimension 4: BATHROOM
4.1 Bathroom – Minimum
Requirements
97 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
98 Minimum 1-5 Toilet system in working order. 0 M M M M M
99
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
100
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
Score
    
   
  
 


32
Excellent Excellent condition throughout. 8
Outstanding As new condition . 10
101 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
102
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
Score
    
   
  
 


33
Outstanding
Outstanding condition, as new
condition.
10
103 4.6 Bathroom - Toilet - Quality
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
104
4.7 Bathroom – Toilet –
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
Score
    
   
  
 


34
105
4.8 Bathroom – Decoration -
Quality
Unacceptable
Poor quality throughout, uncoordinated
mix of tiles.
0
Acceptable
Adequate materials, panelling with gaps
evident. Small space.
2
Good
Good quality, basic painting, limited use
of colour or themes.
4
Very Good
Very good quality, no visible joins, well
coordinated design.
6
Excellent
Excellent quality, may be constructed of
marble or granite finish.
8
Outstanding
Highest quality decoration, grouting
excellent condition, ceiling finish is of
highest quality.
10
106
4.9 Bathroom – Decoration -
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
107
4.10 Bathroom- Towels – Quality
and Cleanliness
Score
    
   
  
 


35
Unacceptable
Towels are thin, ripped and in poor
condition, major stains.
0
Acceptable
Towels are thin but clean and in
acceptable condition.
2
Good
Greater range of towels of average
quality
4
Very Good
Very good range of towels including
bathmat, face towel, bath towel and
hand towel
6
Excellent
Excellent range of towels of thick
cotton, 90-100% cotton
8
Outstanding
Highest, plush range of towels in as new
condition, 100% cotton
10
108
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
109
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
Score
    
   
  
 


36
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
and sealed toilet seat.
16
Outstanding
shining surfaces, excellent attention to
detail.
20
4.13 Toiletries - Availability
110 Minimum 1-5 Toilet paper provided. 0 M M M M M
111 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
112 Bidet. 4
Score
    
   
  
 


37
113 Functional hairdryer. 2
114 Magnifying mirror. 2
115 Weighing scales. 2
116 Bath robe / gown. 1
117 Slippers. 1
118 Shoe mitt / horns. 1
4.15 Bathroom – Environmental
Protection
119 Environmental
Dual flush toilet system or similar to
conserve water.
3
120 Environmental
Flow regulators on shower/taps to
conserve water.
3
121 Environmental
Bulk dispensers or biodegradable
packaging used for soaps, shampoos.
3
122 Environmental
Towel and linen policy promotes
conservation and gives guest choice
regarding frequency of cleaning.
3
Dimension 5: Food and Beverage
5.1 Food and Beverage –
Availability of Restaurants
123 Minimum 1-5 Breakfast room available. 0 M M M M M
124 Minimum 3-5
Full service restaurant open 7 days a
week (including breakfast).
10 m m m
125 Minimum 4-5
Additional Specialty Restaurant / Fine
Dining.
10 m m
Score
    
   
  
 


38
126
5.2 Food and Beverage – Options
available
Unacceptable
Non-availability of several food dishes
and/or drinks.
0
Acceptable
Fast food / instant coffee/drinks, up to
20% unavailable.
4
Good
Limited choice of basic dishes / buffet,
up to 10% all food dishes and/or drinks
on the menu are available.
8
Very Good
A-la-carte menu, fresh fruits &
vegetables, selection of wines/beers,
only 5% of menu items not available.
12
Excellent
Exceptional a-la-carte menu, availability
of all food dishes and drinks/wines on
the menu.
16
Outstanding
A-la-carte menu of outstanding variety
of special cuisine (fine dining, fresh
juices, extensive wine list).
20
127
5.3 Food and Beverage – Service
Quality
Unacceptable
No welcoming greeting, limited table
clearing, stains on tables/chairs, lack
of attention, wait time greater than 30
minutes.
0
Acceptable
Friendly, but not necessarily
professional service, basic knowledge of
foods/beverages on the menu.
4
Good
Attentive behaviour of waiting staff,
quick table clearing service.
8
Very Good
Very good and attentive service,
service checks during meal to ensure
satisfaction
12
Excellent
Excellent service, efficient food clearing,
prompt and polite service during meal.
16
Outstanding Outstanding service, the best available. 20
128
5.4 Restaurant - Decoration &
Furniture - Quality
Score
    
   
  
 


39
Unacceptable
Tables and chairs are insufficient for
the number of guests, uncomfortable
seating.
0
Acceptable
Tables and chairs are mismatched but
functional, vinyl seating with minimal
comfort, plastic chairs.
2
Good
Good quality, tables and chairs, brushed
metal, glass, laminate materials, limited
design and coordination.
4
Very Good
Very good quality, solid timbers or
contemporary cane, coordinated design.
6
Excellent
Excellent quality, high grade fabrics,
coordinated design, linen table cloths,
ergonomic design.
8
Outstanding
Luxurious feel, highest quality table and
chairs, linen cloths and napkins.
10
129
5.5 Restaurant - Decoration &
Furniture - Condition
Unacceptable
Very old, faded, wobbly stand, damaged,
peeling, grubby marks, evidence of
neglect, damaged, marked, scratched.
0
Acceptable
Amateurish application of wallpaper/
paint, furniture in average condition
with signs of wear and tear, solid stand
of tables and chairs.
2
Good
Good condition, some repair work
evident.
4
Very Good
Very good condition, professional
decoration, only minor marks showing
on tables and chairs.
6
Excellent
Excellent condition, no scratches or
chips.
8
Outstanding
Meticulous condition, no evidence of
wear and tear.
10
130
5.6 Restaurant – Crockery, Cutlery,
Glassware - Quality
Unacceptable Incomplete table settings. 0
Score
    
   
  
 


40
Acceptable
Basic crockery and cutlery, fork and
spoon only, adequately laid out tables.
2
Good
Good quality cutlery, well laid out table
setting.
4
Very Good
Very good table setting, good quality
glassware, solid cutler.
6
Excellent
Excellent range and condition of
crockery, high standard of glassware and
cutlery.
8
Outstanding
Outstanding table settings, fine china or
similar in use, silver cutlery or similar,
crystal glassware or similar outstanding
quality.
10
131
5.7 Restaurant – Crockery, Cutlery,
Glassware - Cleanliness
Unacceptable
Dirty chipped glassware, stained
crockery.
0
Acceptable
Crockery and cutlery are clean and
mismatched, water marks may be
visible.
2
Good
Good level of cleanliness, no major chips
or marks, coordinated cutlery.
4
Very Good
Very good level of cleanliness and
polished cutlery.
6
Excellent
Excellent level of cleanliness, glassware
is in pristine condition with no smears.
8
Outstanding
Outstanding in as new condition for all
crockery and glassware. Polished cutlery.
10
132 5.8 Restaurant – Space and Comfort
Unacceptable
Very crowded, cramped, uncomfortable,
loud noise, unpleasant atmosphere.
0
Score
    
   
  
 


41
Acceptable
Comfortable but crowded, difficult
access for customers and servers.
4
Good
A certain amount of noise and activity,
comfortable temperatures, tables too
close for private conversation.
8
Very Good
Very good standard of comfort, private
conversations are possible.
12
Excellent
Well thought out table layout, no
intrusive noise or smells.
16
Outstanding
Outstanding environment and highest
levels of comfort, one of the best
available.
20
5.9 Kitchen - Quality of Appliances
133 Minimum 1-5
Compliance with Health and Sanitation
Code of the Philippines.
0 M M M M M
134 Unacceptable
Old appliances, untidy, but adequate
range.
0
Acceptable
Acceptable appliances, may be older but
in working condition.
2
Good
Well-designed kitchen and good layout.
Appliances easily accessible.
4
Very Good
Obvious design features designed to
ensure efficiency. Very good standard of
appliances.
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 5.10 Kitchen - Cleanliness
Unacceptable
Dirty dishes and cooking utensils,
poor food handling and food storage
processes.
0
Score
    
   
  
 


42
Acceptable
Clean, tidy, cold storage procedures are
acceptable, basic hygiene standards are
followed.
4
Good
Well maintained appliances and clean
cooking utensils.
8
Very Good
Very good standard of kitchen. Very
hygienic, frequent cleaning is evident.
12
Excellent
Excellent level of cleanliness, attention
to detail in all aspects of cleaning and
hygiene.
16
Outstanding
Spotless kitchen environment. As
new appliances in appearance and
cleanliness.
20
Dimension 6: AMENITIES and SERVICES
6.1 Amenities - Guest Services
136
Free Internet connection available in
public areas for guests.
3
137
Housekeeping turndown service at
night.
3
138 Minimum 1-3
Room Service availability for minimum
of 12 hours.
0 M M M
Minimum 4-5 Room Service 18-24 hours. 4 m m
6.2 Amenities – Wellness Services
139
Fitness centre on site with cardio
machines and trained staff.
3
Fitness centre has trained staff on duty
with 5 or more cardio machines.
5
140 Massage services on site. 3
141
Spa with 3 or more treatment options.
Spa services must consist of massage,
body treatments and water applications.
3
Spa Services include Traditional Filipino
treatments.
2
Score
    
   
  
 


43
142 Swimming pool with lifeguard on duty. 2
Swimming pool with clean and well
maintained facilities; size appropriate
for resort.
5
143
Sports and/or fitness equipment
available for hire as appropriate to
location.
1
144 Jacuzzi 2
145 Sauna / Steam room 2
6.3 Amenities – General Services
146 Gift and souvenir shop. 5
147 Tour desk. 5
148 Hairdressers / salons. 5
149
Business Center (with PC, printer,
photo copier, internet connection, etc).
5
150
First Aid facility with trained staff on
site.
5
6.4 Amenities – Recreation &
Sports
151 Function room (open air, outdoor). 5
152
Function room (indoor, air-
conditioned).
5
153
Sight-seeing activities, land-based
tours, excursions to natural / cultural
attractions (museums, monuments),
boat trips, island hopping, etc.
5
154
Land-based sports (basket ball, volley
ball, tennis, badminton, table tennis,
etc).
5
Score
    
   
  
 


44
155
Water-based sports (kayaking, sailing,
waterski, jet ski, snorkelling, diving,
etc).
5
156
Nature-based sports (hiking, biking,
fishing, bird-watching, nature trails,
etc).
5
157
Recreational activities for families and
children (games, library, playground,
etc).
5
158
Entertainment (beach bar, grill
barbeque, live music, karaoke bar,
discotheque, etc).
5
Dimension 7: BUSINESS PRACTICES
7.1 Business Processes
159 Minimum 1-5
Emergency and fire evacuation
procedures are followed and in place.
0 M M M M M
160 Minimum 1-5
Backup generator or emergency power
is available, capable of providing full
power.
0 M M M M M
161
Safety systems and documentation in
place to respond to possible natural
disasters and man-made threats.
5
162
Cleaning schedules in place that show
daily, weekly and seasonal cleaning and
checking procedures.
5
163
Maintenance plans that show plan
to address major areas requiring
maintenance.
5
164
Vermin/Pest control processes in place
to identify and eliminate pests such as
rodents, bed bugs, and cockroaches,
flies etc.
5
165
Risk assessment audit conducted in the
last 5 years that reviews security threats
to the property.
5
166 Environmental
Environmental management system
in place to reduce waste with waste
reduction targets.
5
167 Environmental
Environmental systems in place to
reduce water with water reduction
targets.
5
168 Environmental
Environmental systems in place to
reduce energy with energy reduction
targets.
5
Score
    
   
  
 


45
169 Social
Training programme in place for staff
(minimum of 3 days per staff member/
year).
5
170 Social
Recruitment programme ensure local
people are employed (minimum 80%
from within the region).
5
171 Social
Procurement process ensures local
purchasing across all supply areas
(minimum 30% from within the
region).
5
172 Environmental
Procurement process advocates
Green purchasing (minimum 20% of
food/ beverages, laundry services,
and cosmetics procured from organic
suppliers).
5
173
Guest complaint handling system
(complaints are documented and
responded to within 24 hours).
5
174
Refund policy (if complaints cannot be
resolved to guest satisfaction, discounts
or compensation will be applied).
5
175
Guest feedback and satisfaction
monitoring system in place.
5
176 Minimum 1-5
Resort meets all current regulations
and legislative requirements to operate
a Resort. (Air pollution, Sanitary Code,
Revised Fire Code, Accessibility Law,
etc).
0 M M M M M
7.2 Barrier-free Facilities for
Persons with Disabilities (PWD)
177
(Accessible Tourism) For PWD Rooms,
5% of all rooms shall be designated for
PWD, but not less than 2 rooms.
5
178
Reception areas shall provide low and
recessed or split-level counters that can
both accommodate standing persons
and those seated on wheelchairs.
2
179
All interior doors shall have at least
a width of ninety (90) centimetres
to accommodate big and motorized
wheelchairs.
2
Score
    
   
  
 


46
180
PWD Bed rooms shall have the following:
• Lever type door handles
• Dual height peepholes with the
lower one at 39inches from the
floor
• Light switches at maximum 47
inches from the floor
• Electrical outlets at a minimum of
18inches from the floor
• Bed height at maximum of
20inches
• Easy-to-open preferably sliding
closet doors
• Dual height hanger racks with
the lower rack at 55inches from
the floor
7
181
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
30inches
• Toilet bowls should be elevated
to a range of 18-20inches from
the floor.
4
182
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
Score
    
   
  
 


47
BOOK FOUR
APPLICATION FOR ACCREDITATION
Rule IV.
Accreditation Process
Section 1. Filing of Application. Any person, partnership, corporation or other entity desiring
to operate a primary tourism enterprise as defined herein shall secure an accreditation from
the Department. Application for accreditation shall be accomplished online.
Section 2. Documentary Requirements. The Department shall issue a List of Documentary
Requirements to be complied with by applicants as part of the accreditation process.
Section 3. Inspection. An Inspection team shall conduct an audit of the establishment to
determine its classification. An oversight committee from the Department shall conduct
periodic inspection of the classified establishment.
Section 4. Validity of Accreditation. The Certificate of Accreditation shall be valid for a period
of two (2) years, unless sooner revoked by the Department.
Section 5. Schedule of Fees. The Department shall issue a schedule of accreditation fees
to be implemented by these Rules.
BOOK FIVE
CANCELLATION AND/OR DOWNGRADING OF ACCREDITATION
Rule V.
Cancellation and/or Downgrading of Accreditation
Section 1. Grounds for Cancellation. Any of the following acts, omissions shall be sufficient
grounds for the cancellation of accreditation:
a. Making any false declaration or statement or making use of any such declaration
or statement or any document containing the same or committing fraud or any
act of misrepresentation for the purpose of obtaining the issuance of accreditation;
b. Failure to comply with or contravene any of the conditions set forth in the
certificate of accreditation;
c. Failure to meet the standards and requirements for the operation of the
establishment as prescribed in these Rules and Regulations;

48
d. Allowing or permitting the establishment or its facilities to be used for prostitution
particularly those involving children or any illegal, immoral or illicit activities; and
e. Violation of or non-compliance with any of the provisions of these Rules,
promulgated orders, decisions and circulars issued by the Department and other
concerned government agencies.
Section 2. Procedure for Cancellation and/or Downgrading of Accreditation. Assessors
shall submit a report with recommendations based on the inspection findings to the Office
of Tourism Standards and Regulation (OTSR). The OTSR shall then send a letter to the
concerned enterprise regarding its deficiencies, specifying a grace period of a minimum
of 3 months within which to rectify such findings. Non-compliance within the allotted grace
period may result in the cancellation and/or downgrading of accreditation of the concerned
enterprise. The Department shall likewise inform the concerned local government unit
regarding the accreditation status of the enterprise.
BOOK SIX
SUPERVISION OF ACCREDITED ESTABLISHMENTS
Rule VI.
Supervision of Accredited Establishments
Section 1. Display of DOT Accreditation Seal. The valid DOT accreditation seal shall be
displayed in a conspicuous place of the establishment.
Section 2. Non-Transferability of DOT Accreditation Seal. The rights and privileges over the
accreditation shall be non-transferable.
Section 3. Periodic Inspection. The Department may send an inspection team to the
establishment for the purpose of finding out whether it is being kept and/or managed in
a manner conformable to the standards set by the Department. The inspection shall be
conducted at a reasonable time of the day with due regard and respect accorded to the right
to privacy of parties concerned.
Section 4. Defects and Deficiencies Found During the Inspection. Where certain defects
and deficiencies have been found in the course of inspection, the Department shall give
direction to the keeper, manager or operator to rectify the defects or deficiencies within a
reasonable period of time.
Section 5. Penalty for Failure to Remedy the Defects, etc. If the management fails to remedy
the defects or deficiencies, the Department may withdraw the certificate of accreditation of
the establishment.
Section 6. Advertisements. All DOT accredited hotels, resorts and apartment hotels which
shall advertise its business or services through print media must specify in the advertisement
item itself the DOT accreditation number.

49
BOOK SEVEN
OTHER PROVISIONS
Rule VII.
Miscellaneous and Transitory Provisions
Section 1. Confidential Character of Certain Data. Information and documents received or
filed with the Department in pursuance of the requirements of these Rules shall be treated
as confidential and shall not be divulged to any private party without the consent of the party
concerned.
Section 2. Circulars. The Department shall from time to time, issue relevant memoranda
and circulars for proper implementation of the provisions of these Rules.
Section 3. Separability Clause. The provisions of these Rules are hereby declared separable,
and in the event that any one or more of such provisions are declared invalid, the validity of
all other provisions shall not be affected thereby.
Section 4. Repealing Clause. All existing Rules and Regulations or Circulars issued by
the Department of Tourism which are inconsistent with the provisions of these Rules, are
hereby repealed and/or modified accordingly.
Section 5. Effectivity. These Rules and Regulations shall take effect immediately.
APPROVED AND PROMULGATED THIS 2nd
DAY OF May 2012, MANILA,
PHILIPPINES.

(SGD.) RAMON R. JIMENEZ, JR.
Secretary

ATTESTED:
(SGD.) ATTY. MA. VICTORIA V. JASMIN
Undersecretary

Standards resort

Recomendados

Recomendados

Mais conteúdo relacionado

Mais procurados

Mais procurados (20)

Semelhante a Standards resort

Semelhante a Standards resort (20)

Último

Último (20)

Standards resort