Statutory obligations

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All establishments are expected to comply with all and local authority regulations.

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All establishments are expected to have an electronic or manual guest register to be completed by every guest.

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All establishments must comply with the Persons with Disabilities Act, 2012, and Urban and Regional Planning Act, 2015 on provisions for persons with disabilities. These will include wheelchair ramps, strobes light, adapted rooms and bathrooms, to ensure accessibility for all persons with disabilities.

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Assessors may request that the relevant documentation and certificates are presented at the time of the assessment, this would include-

   - Business registration entitling establishment to operate legally, including tax status.

   - Public liability insurance.

   - Compliance with local authority regulations.

   - Fire safety certificate; public health regulations, liquor licence.

   - Hotel Manager's Registration Certificate.

Cleanliness and comfort

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Every effort to maintain the highest possible standards of hygiene, cleanliness and comfort should be made throughout the establishment, ensuring that every guest enjoys the comfort they expect.

Safety and security

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The best possible precaution should be taken, at all times, to maintain the safety and security of the guests, to prevent damage or theft of their property and possessions.

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Bedroom doors should have a night latch or peep in the door.

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Emergency information, procedures and after hours contacts for assistance should be clearly displayed in English, multi-lingual, if possible, dependant on the customer profile of the establishment.

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A person responsible for safety and security should be on call 24-hours a day.

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To provide safety, security and comfort for guests, lighting needs to be adequate throughout all public areas, particularly stairways and car parks.

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All guest room doors must be fitted with locking devices, able to lock from both within and without. In situations where rooms are inter-connecting, locking methods need to be secure and certain.

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A safe, if not available in each room, should be provided at reception for the secure storage of guests' valuables and guests should be informed accordingly.

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Once a guest is registered, security codes or remote control devices should be made available, providing the guest access to the premises at all times.

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There should be a fully stocked first aid box available at all times.

Access

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Establishments should be open every day of the year providing all appropriate services and facilities, unless offering only seasonal accommodation, or are closed for refurbishments.

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The owner and the establishment personnel should not discriminate, or cause discrimination, in favour of or to the detriment of any person on the premises on the grounds of status, race, tribe, place of origin, political opinion, colour or creed.

Courtesy

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Courtesy of the highest standard should be shown to guests at all times.

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Any complaints should be dealt with promptly and courteously, and information about the complaint's procedure should be made available to guests upon request. An establishment should have a designated complaint handling office on the premises.

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Free and safe drinking water should be made available to guests.

Smoking

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Smoking and non-smoking areas need to be clearly specified.

Maintenance of grounds

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The grounds and gardens of each establishment should always be well-maintained, neat and clean.

Signage

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All signage needs to be clearly visible, both on- and off-property, ensuring guests are correctly guided to the appropriate entrances at all times.

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Additional directional signage, with lighting may be required along paths leading to annexes.

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Warning and caution signs should be displayed in dangerous areas.

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Each room should be clearly numbered or named.

Exterior lighting

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There should be sufficient exterior lighting to ensure safe entry at night.

Maintenance

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All interior and exterior structures, fittings, fixtures and furnishings should be maintained in a sound, clean and working condition.

Insect control

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Adequate protection against mosquitoes in the form of netting, window gauze, insecticide or other forms of protection should be provided in each guest room.

Ventilation

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All areas must provide sufficient ventilation. Where there is no window or other portal that opens, an extraction fan or other form of ventilation must be provided.

Reception area

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Reception facilities should be available at all reasonable hours during the period that the establishment is open.

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A message taking service should be available.

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A clearly designated reception area with a desk or table should be provided. This should also provide the guests with the means (a bell or buzzer) of gaining attention when the reception is not attended.

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In addition information regarding the local area should be readily available. This should include maps, activity schedules, local tours, transport, restaurants, etc.

Seating area/lobby

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There should be a sitting area (lounge) available to guests throughout the day and evening with sufficient comfortable seating.

Dining area

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At least one dining area should be provided for the service of breakfast and other meals (if served). The dining area should be within or adjacent to the establishment.

Toilet facilities

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Separate toilet facilities for male and female should be conveniently located in the public areas.

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Male toilets must be provided with urinals.

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Women's toilet must have a vanity area and sanitary disposal.

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Toilets for people with disabilities.

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Toilets must be functioning with door lock, and seat cover

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All toilets should be well-maintained, hygienic, frequently clean and inspected.

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At minimum a basin with running water, toilet paper, soap and a drying mechanism (clean towel, paper towels, hot air dryer, etc.) should be provided.

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A lined waste bin must be provided.

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A mirror should be provided.

Porter service

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Assistance with luggage should be available on request.

Morning call

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Guests should be able to request an early morning wake-up call if there is no alarm clock in guest rooms.

Laundry

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At minimum an iron and ironing board should be available on request.

Refuse

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Refuse shall be disposed of in a sanitary manner.

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All refuse bins shall be provided with tight-fitting lids.

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Where stored outside the building, a suitable plinth shall be provided to ensure that refuse bins are above ground level.

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The refuse area shall be kept clean and tidy and free of insects, rodents and animals.

Staff changing rooms

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A restroom with toilet, shower, seating and locker facilities must be provided for staff of each gender.

Staff dining area

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An appropriate area must be provided for staff dining.

STAFF

Appearance

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Staff members should be clean and tidy and dressed in the appropriate uniform, where applicable.

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Staff members should wear a name tag.

Knowledge

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All staff members should demonstrate basic knowledge of the establishment.

Staff training programmes

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At a minimum, all new staff must receive in-house training in their area of work.

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Staff must undertake general in-house training.

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A sufficient number of staff members must have done first-aid training to ensure that there is always a staff member on duty that has such training.

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Staff should be trained in fire procedures.

SUSTAINABILITY

Environmental Management Policy

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All establishments must have a basic environmental management plan for the sustainable use of their surroundings.

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All establishments must have a waste management plan to deal with sewage and refuse disposal.

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At a minimum, all establishments must use energy saving light bulbs in guest rooms and public areas.

A. HOTEL

Admission

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The owner or proprietor of an accommodation establishment shall have a local office where reservations can be made.

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There should be fire detection, alarm systems and sufficient firefighting equipment in operation in all areas of the establishment.

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Fire and emergency procedures should be put in place.

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A fire assembly point should be designated.

Marketing, reservation and pricing

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Clear communication regarding what the establishment has to offer should be made available whether by advertisement, brochure, and other means to all guests or prospective guests upon request. This should include-

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   - Detailed prices for: accommodation, meals, bar, refreshments, any additional services, service charges, surcharges and levies should be displayed.

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   - An accurate description of all amenities, facilities and services offered.

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All of the above should be communicated before, or at the time of reservation. All requests, correspondence, enquires and complaints should be handled in a friendly and efficient manner.

Telephone answering

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The phone should always be answered or a message service be available that is responded to within 24 hours.

Parking

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There should be sufficient parking with signs posted where security is not provided.

BUILDINGS

Soundproofing

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Bedroom walls should be sound proofed to avoid noise carrying over to the next room.

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An effective sound absorber should be put in place for establishments with long corridors leading to rooms, to avoid disturbing guests in the rooms.

Lifts and Disability access

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All buildings with more than one floor must have a lift for guest use and should provide facilities for disabled persons

BEDROOMS

Housekeeping

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All bedrooms should be cleaned daily. Beds should be made daily and all linen, including duvets should be changed for each new guest.

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All bed linen, including duvet covers, should be changed at least every five days. Should environmental reasons prevent this, then this period can be extended with the guests consent. Any soiled linen should be changed immediately.

Bedroom size

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The size of a bedroom should allow for guests to move easily, with free access to all furniture and fittings in the room. All doors, windows, cupboards and drawers should open with ease.

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Minimum ceiling height should allow for a person of 1.8m tall, to move without stooping.

Beds

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All beds should be in good condition providing a secure headboard, where style prohibits, a continental pillow will suffice.

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Mattresses should be of a good quality, interior sprung and fitted with a mattress protector or under-blanket.

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A single bed should comfortably accommodate an average size adult and a double bed, two adults.

Bedding

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All bedding has to be clean and sufficient in quantity. One blanket and one pillow per sleeping space as minimum, with extras readily available should the guest or weather conditions demand. Duvets are acceptable. Under-sheets should be on each bed and a pillowcase for each pillow.

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Beds should be covered with a bedspread, quilt or duvet. The base of the bed should never be exposed, preferably covered with a "skirt", valance or bedspread.

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Non-allergic pillows and duvets should be available on request.

Bedside tables

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All beds should be accompanied by a bedside table and a reading light, where there are two beds in a room, a single table, between the two, will suffice.

Windows and lighting

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A minimum of one window per room is recommended to provide natural light and ventilation.

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Even if the window is unable to open, guests must be able to "˜look out' and in such a case a ventilation system must be provided.

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In addition to a main covered or shaded bedroom light, a bedside, or bed-head light is appropriate. The number of beside lights should be determined by the number of guests in each room. Twin beds may share a light. A double bed may have one shared bed-head light.

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Guests should be able to switch off the lights from the bed. This could be either by having a bedside lamp or by having a switch for the main lights above the bed.

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Emergency lighting should be provided.

Curtains

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Curtains, blinds or shutters should be installed on all windows including glass panels and glass doors to provide both privacy and light exclusion for the guest. Consideration should be given for additional privacy in the form of net curtaining or blinds where appropriate.

Heating and cooling

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A heater or fan should be available for each room on request. The typical climate of the region should be considered when determining the heating or cooling requirements.

Flooring

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Ease of cleaning and hygiene should be considered when determining the appropriate flooring.

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All bedrooms without carpeting must provide bedside rugs.

Clothes storage

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Each room should provide sufficient space for hanging clothes, with good quality hangers. In addition to a wardrobe, adequate drawer and shelf space should also be available.

Luggage storage

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Sufficient storage space should be available in each room for storing suitcases, bags, etc. In addition a luggage rack to support suitcases should also be accessible.

Dressing or writing table

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Each guest room should have a dressing or writing table, a chest of drawers or equivalent, thus providing the guest with suitable space to either work or to place their belongings. There should be a mirror adjacent to the dressing or writing table with adequate lighting.

Seating

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There should be a minimum of one chair in each room.

Beverage facilities

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Hot beverage making facilities should be provided in each bedroom, unless a self-service beverage buffet is available (could be a vending machine).

Television

If a broadcast signal is available then a colour television set suitable for the size of the room should be provided in each bedroom. If there are no televisions in the bedrooms then a colour television should be available in the lounge area.

Stationery

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Stationery and other writing materials should be available, at a minimum from the reception.

Telephones

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Bedroom telephones should be provided - at minimum for internal communication.

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The number of the phone, the establishment's number, reception number, switchboard number and all emergency numbers should be displayed.

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Guests should also be informed of all telephone charges.

Internet

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Internet service must be provided.

Additional facilities

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In addition to the above each bedroom should provide the following-

   - A lined waste bin.

   - Clean drinking glass per permanent sleeping position.

   - An ashtray (if smoking is permitted).

   - Sufficient, safe and conveniently located power sockets (British type), for electrical equipment.

   - Do not disturb signs.

   - Emergency exit instructions at the back of bedroom door.

BATH/SHOWER ROOMS

En-suite, private bath/shower rooms

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Each room within the establishment should have either an en-suite bathroom or alternatively a private bathroom.

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A private bathroom should be reasonably close to the bedroom and lockable. Access to the bathroom through any public area is not acceptable.

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All bathrooms should be cleaned daily.

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All bathroom linen should be changed at least every five days for every guest. Should environmental reasons prevent this, then this period can be extended with the guests consent. Any soiled linen should be changed immediately.

Bathroom size

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All bathrooms should provide sufficient space to allow freedom of movement for guests and access to all fittings.

Fixtures and fittings

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Each bathroom should have-

   - bathtub or shower.

   - washbasin with adjacent mirror.

   - toilet with seat and lid.

   - toilet roll holder and toilet paper.

   - soap dish/holder/dispenser.

   - lined waste bin.

   - vanity shelf or equivalent.

   - running cold and hot water should be available at all times and taps labelled appropriately.

   - clean hand and bath towel for each guest (bath towel sizes to be not less than 60 x 120 cm).

   - fresh soap for each new guest.

   - towel rail, clothes hook or equivalent.

   - private bathrooms must be lockable from the inside.

Floors and walls

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All bathroom floors should be of non-slip materials.

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A bath mat of suitable non-slip material should be provided.

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All walls of bathrooms shall be covered with impervious material up to a height of 160 cm.

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The wall above the impervious material shall be of a satisfactory finish.

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All bathrooms should be well lit with the light switch near the entrance to the bathroom.

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For guest privacy all bathroom windows should be opaque or translucent glass, alternatively a blind, curtain or shutter should be used.

PUBLIC AREAS

Swimming pool

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Safety equipment (either a ring or hook) must be provided at every pool.

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At least one employee trained in lifeguard duties per shift during pool opening hours.

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Signage stating the availability or non-availability of lifeguard during pool opening times.

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There should be signage stating the depth levels of the pool.

SERVICES

Restaurant/dining area service

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The establishment should make dinner available if located in an area where no alternative meals can be obtained capable of catering for at least 50% of the residents.

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Staff should demonstrate adequate levels of product knowledge and provide efficient service.

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Restaurants/dining areas should have proper ventilation.

Breakfast

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At a minimum a continental breakfast (or other appropriate breakfast e.g. traditional) should be available (buffet style is acceptable).

Bar

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The bar should be clean and equipped with both refrigeration and washing facilities adequate for its size.

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Staff should demonstrate adequate levels of product knowledge and provide efficient service.

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Glassware should be clean, adequate and not chipped.

Kitchen and kitchen storerooms

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Should be sufficient to cater for full seating capacity of restaurants.

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Kitchens should be hygienic, clean, with ceilings, floors and walls free from dirt.

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Floors should be of easily cleaned non-slip materials.

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Walls should be of impervious material up to a height of 160 cm.

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Worktops should be made of stainless steel or other impervious material.

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Adequate lighting should be available for cooking and storage areas.

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Fly screens should be in place in front of all windows capable of opening.

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There should be effective ventilation.

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Waste bins should have tightly closed lids.

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Cooking equipment should be cleaned regularly and all surfaces should be wiped down when meal service is over.

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All food should be hygienically stored, prepared and presented.

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Food storage space should be clean and free from pests, insects and rodents.

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Different types of food should be stored separately and non-food items to be stored away from food areas and food stores.

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Refrigeration facilities suited to the size of the establishment should be available.

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Refrigeration facilities should be adequate, clean and in working order.

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Storerooms should have space of at least 20 cm between floor and stored items.

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Storeroom shelving should be of stainless steel or other impervious material.

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At least one double-bowl sink with splash-back or a dishwashing machine with piped hot and cold water shall be provided in each scullery.

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Separate facilities for washing pots shall be provided.

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A separate sink with splash-back shall be provided exclusively for the preparation of food.

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Separate hand washing facilities with hot and cold water and splash-back shall be provided in the kitchen for the use of staff.

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Staff should be clean and tidy.

Receiving bay (if applicable)

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Separate from guest entrance

1. Grading Criteria Methodology

Each establishment needs to comply with the minimum criteria detailed for each accommodation category including the specified minimum criteria per star grading. Thereafter the establishment will be graded according to the criteria listed in this document.

The grading criteria have been developed based on guest expectations and cover:

A. Physical Facilities

   (i) Exterior

   (ii) Bedrooms

   (iii) Bathrooms

   (iv) Swimming Pool

   (v) Conference Facilities

   (vi) Dining Area(s)

   (vii) Spa/Gym/Health Club

   (viii) Public Areas

B. Housekeeping

C. Food and Beverage

D. General Service and Services

E. General

For some establishments, not all the criteria will apply. If particular criteria are not applicable to an establishment (e.g. conference facilities), those criteria will not be used in grading the establishment and the lack of the facility/service will not count in the overall grading score i.e. establishment will not be penalised for not having a service/facility.

The grading advisor will award a score between 1 and 10 for each criterion. The score will be based on the advisor's experience of the establishment, which will comprise a balance between quality and condition of the establishment and service levels. Grading will be undertaken on a "fit for purpose" basis, i.e. a grading advisor will determine and take into consideration the markets served by the establishment and whether facilities and services are in fitting with the needs of these markets (business, leisure traveller, family). The grading advisor will also consider whether the establishment provides a competitive service, the location and environment.

The score is defined as follows-

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Excellent

10

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Very good

9

.

Good

8

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Standard

6 or 7

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Acceptable

5

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Poor

3 or 4

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Unacceptable

1 or 2

Examples of excellent to very good, good, acceptable and unacceptable standards are provided in the criteria. It is important to consider that these are examples and guidelines only - the criteria provided below are not exhaustive and rather a guideline to steer the grading advisors and property owners/managers in the right direction in respect of scoring.

Required overall score for each grading band:

Grading band

What the stars mean

5-Stars
Overall score of
Most items to score
No more than 5 items to score
All service elements to score
Number of unacceptable items

91% - 100%
9 or 10
8
9 or 10
0

Spacious and luxurious accommodation throughout the establishment, matching best international standards. Impressive Interior design with quality, attention to detail, comfort and style. Flawless service in its attention to guests' needs, without being intrusive. Knowledgeable, helpful and professional staff, service excellence assured.

4-Stars
Overall score of
Items to score
No more than 5 items to score
All service elements to score
Number of unacceptable items

81% - 90%
8 or more
7
8, 9 or 10
0

A degree of luxury as well as quality in the furniture, furnishings, decor and equipment. Well designed with coordinated furnishings and decor schemes. High standard of service and guest care.

3-Stars
Overall score of
Items to score
No more than 5 items to score
All service elements to score
Number of unacceptable items

71% - 80%
7 or more
6
8, 9 or 10
0

Well decorated, with emphasis on comfort and convenience. Very good quality in the overall standard of furnishings, service and guest care.

2-Stars
Overall score of
Items to score
No more than 5 items to score
All service elements to score
Number of unacceptable items

61% - 70%
6 or more
5
7, 8, 9 or 10
2

Good quality in the overall standard of furnishings, comfortable and pleasant service and guest care. Clean, safe and comfortable surroundings in a well-maintained environment.

1-Star
Overall score of
Items to score
No more than 5 items to score
All service elements to score
Number of unacceptable items

51% - 60%
5 or more
4
7, 8, 9 or 10
3

Pleasant comforts of simple, clean and functional accommodation with an assured warm welcome. Maintenance, safety, cleanliness and comfort will be of an acceptable standard. Fair to good (acceptable/modest) quality in the overall standard of furnishings, service and guest care.

2. Minimum Requirements by Grade in Addition to Minimum Requirements for Licensing

Establishments should conform to these requirements in addition to the minimum requirements in order to obtain a particular grade.

2.1 General

Criteria

1-Star

2-Star

3-Star

4-Star

5-Star

High level of spaciousness throughout hotel

X

X

2.3 Bathrooms

Criteria

1-Star

2-Star

3-Star

4-Star

5-Star

Separate bath and shower or shower only. If shower only, it must be a minimum size of 1000 x 1000 mm (some leeway may be considered for older hotels, but all new purpose-built 5-star hotels must have separate baths and showers or showers according to minimum size)

X

Only a shower or only a bath is acceptable

X

X

X

Separate showers must be a minimum size of 1m x 1m. Must have shower doors and NOT plastic curtains. The shower rose and other fittings to be of a superior nature and there needs to be space for toiletries, etc.

X

Bath with overhead shower permissible

X

X

X

Bath sheets must be provided

X

An extensive range of quality guest amenities should be available

X

For new properties twin wash hand-basins are required

X

2.4 Services

Criteria

1-Star

2-Star

3-Star

4-Star

5-Star

A 24 hour reception service is required

X

X

Porter service to be available

At check-in and check-out times

18 hours

24 hours

A porters' desk and a baggage room available at the reception area

X

Guest laundry service is required

X

X

Iron and ironing board available

X

X

X

Transport service to be available to guests - either in the form of taxis or a hotel shuttle service (could be outsourced)

X

X

A comprehensive bedroom/bathroom turn-down service is expected to be available

X

A bedroom/bathroom turn-down service available

X

Baby-sitting facilities available

X

X

Shops or boutiques available

X

X

Spa or health/fitness center available

X

Fitness center or equipment available

X

Concierge facilities available

X

X

Car hire available

X

X

A shop stocking toiletry available

X

X

2.5 Food and Beverage

Criteria

1-Star

2-Star

3-Star

4-Star

5-Star

There should be a served beverage service in the public lounge, deck or bar area

X

X

At least one full service restaurant open to residents available if no alternative restaurants are available in the vicinity of the hotel

X

X

There shall be separate doors (with touch-plates and kick-plates) for in-going and out-going traffic to, and from, the kitchen and the doors shall be screened from the view of guests in the restaurant

X

X

X

Room service should be provided. This may be outsourced, but the standard must conform to the standard of the hotel

During meal times

18 hours

24 hours

Meals can be served in the room if the appropriate table and chair arrangement is provided

X

X

There shall be a cocktail bar in addition to another bar; there shall also be a lounge

X

X

There shall be two rooms for the holding of functions

X

X

X

Public rooms shall have air conditioning where it is climatically necessary

X

X

X

2.6 Social Responsibility

Criteria

1-Star

2-Star

3-Star

4-Star

5-Star

A corporate social responsibility programme to be in place

X

X

3. Grading Criteria

A. Physical Facilities

1.    Exterior

Criteria

Score

Description

Signage - external to property and on grounds (take into consideration local authority by-laws on signage)

9, 10

Signs in excellent condition (like new). Attractive and blends well into the environment. Provides clear indication of location of establishment and facilities. Signs are visible during the day and at night.

8

Signs in good condition (but clearly not new). Reasonably attractive and blends reasonably with the environment. Provides indication of location of establishment and facilities. Signs are visible during the day and at night.

6, 7

Signs in reasonable condition, but clearly ageing. Appropriate for the environment. Provides indication of location of establishment and facilities. Signs are only visible during the day.

3, 4, 5

Signs in poor condition (some letters no longer visible or difficult to read). Inappropriate for the environment. Location of establishment and facilities not clear (i.e. arrows in wrong directions or fades, etc.). Signs are not even clearly visible during the day.

1, 2

No signage.

Driveway - may be tarred, well-maintained, paved, gravel, or any other fit for purpose surface.

9, 10

Driveway in excellent condition, with well-maintained road surfaces and excellent drainage. Accessible by all types of vehicles. Driveway width conducive to traffic moving in both directions (either by two way driveway or specific passing nodes).

8

Driveway in good condition, with maintained road surfaces and good drainage. Accessible by all types of vehicles. Driveway width conducive to traffic moving in both directions (either by two way driveway or specific passing nodes).

6, 7

Driveway in reasonable condition, but some small potholes/puddles or uneven road surfaces. Reasonable drainage. Accessible by all types of vehicles. Traffic can only move in one direction, but passing areas have been allowed for and are clearly marked.

3, 4, 5

Driveway in poor condition, with many uneven surfaces or some large potholes/puddles. However driveway is still drivable but not by all types of vehicles. Traffic can only move in one direction and no passing areas have been allowed for.

1, 2

Driveway in a terrible condition - poorly surfaced with many large potholes/puddles. Driveway is barely drivable even in a 4 x 4 vehicle.

Parking (Guest vehicles)

9, 10

Clearly marked parking bays (where appropriate to style of establishment) in a secure environment. External security lighting.

8

Organised (where appropriate to style of establishment) and secure parking. Marked bays where appropriate. Some external security lighting.

6, 7

Parking in secure environment but not necessarily organised or clearly marked. Limited external security lighting provided.

3, 4, 5

Little attempt to control parking. Owners/staff vehicles taking up most of the available parking space. No external lighting provided. Insufficient number of bays in relation to number of rooms.

1, 2

No designated parking available. Guests park anywhere around the premises.

Grounds and gardens (Under control/ management of the hotel)

9, 10

Evidence of systematic programme of maintenance - well tended formal gardens or attractive "natural" environment. Tidy and well-lit pathways. Attractive appearance throughout the year. No disorder or rubbish and no evidence of litter. Provision of garden furniture appropriate to the nature of the market attracted to the establishment. No clutter/disorder around service areas (if accessible/visible to guests).

8

High standards of maintenance in formal gardens. Outlying areas may be more "natural". Pleasant and tidy appearance throughout the year. No clutter/disorder around service areas (if accessible/visible to guests). Good external lighting.

6, 7

No overgrown, tangled areas (whether formal or natural garden). Immediate surrounds kept tidy and well-maintained (whether formal or natural garden). Lawns, if any, cut regularly through the season and edges trimmed. Evidence of some attempt to produce a pleasing effect with some interesting design. Uncluttered access to accommodation. Some external lighting. Clear access.

3, 4, 5

Gardens and enclosed area around establishment are kept under control. Little attempt at interesting design. Domestic disorder kept to a minimum.

1, 2

Neglected and overgrown appearance, weeds in most areas. Rubbish and clutter visible and untidily stacked. Disorderly appearance. Poor lighting.

Appearance of buildings

9, 10

In new buildings, absence of weathering, well-maintained paintwork, an overall clean and quality look. Alternatively, in older buildings, no unsightly staining (be aware of paint finishes that on purpose have a stained look) and well-maintained paintwork or wall finishing. Visible outbuildings or annexes to be of a similar standard. External lighting. Addition of attractive architectural features (applicable to market), etc.

8

High quality paintwork and stone/brickwork though some natural weathering may be present. All areas of paintwork to be in well-maintained condition. Some additional external features to enhance appearance.

6, 7

Paintwork, windows, drains, etc., in good state of repair, though not necessarily recent. No obvious structural defects or damage. "Plain" architectural features but still appropriate to the market.

3, 4, 5

Woodwork generally in sound condition, though some areas of paint may be ageing and rather weathered. Small defects, damage, crack, etc. No evidence of recent repairs, paintwork, etc.

1, 2

Generally neglected buildings. Obvious structural defects or damage (crumbling brickwork, cracked stone). Flaking paint, illegible signs, rotting exposed wood.

2. Bedrooms

Should establishment comprise of different types of rooms (i.e. rooms with different looking structures, or built at significantly different time periods) then grading should be completed for each type, and the average score for the sections applied.

Criteria

Score

Description

Bedding

9, 10

High quality linen (at a minimum percale, no poly-cotton), well ironed. Comfortable linen fit in relation to bed size. A good supply of pillows, cushions. Thick, weighty blankets with spares available (season and location dependent) or good quality duvet (season and location dependent) coordinated with bedroom décor and soft furnishings if no separate bedcover. Bedcovers thickly quilted or similar high quality, coordinated with bedroom decor and other soft furnishings.

8

All bed linen to be of high quality though may not be in a brand new condition - coordinated with other soft furnishings.

6, 7

Sheets well ironed, but not necessarily best quality linen. Medium quality bed covers/spreads but free from stains, holes and wear.

3, 4, 5

Linen of cheaper polyester mixture, thinning, faded and not properly ironed. Thin pillows/duvets.

1, 2

Cheap linen with fraying edges, holes, faded and creased. No pillows or stained pillows with holes.

Beds (refer to minimum requirements per grade)

9, 10

Bed sizes frequently larger than standard single size or king-sized bed. Bed of high quality with sound mattresses. In excellent condition. Decoration or interesting bed frames (excellent quality). If headboards, offering a degree of comfort and free from head or other stains.

8

Very good firm mattresses and sound base. Bed to be of high quality though may not be in a brand new condition. Bed frames may be of an older style, but in good condition and good quality.

6, 7

Standard domestic quality bed frames, divans and mattresses - all in sound condition. Headboards may be a simple wooden board or continental pillow.

3, 4, 5

Domestic mattresses that are well used, thin on divan base. Tendency to move or creak. No sagging, broken struts, uneven legs, wobbly headboards or sloping frames.

1, 2

Concave mattress shape with little or no resistance or bounce. Legs loose, caster/s missing, stains, marks and holes. Creaking frame, sagging support.

Decoration

9, 10

High quality wall covering (paint or wallpaper). Attention to detail, thoughtful coordination of patterns, colours and textures. If plain décor then addition of high quality pictures, objects d'art, etc., although some styles require a "minimalist" approach. All work should look professional and be well executed.

8

High quality wall covering, but need not be in excellent condition. Minimal signs of wear and tear (i.e. scratches, water splashes, finger marks, etc.). Room décor may range from excellent to good.

6, 7

Competent job of applying wall covering of average quality. Some pictures in good frames. Attempt to coordinate patterns and colours. No jarring mismatch of colours and styles. Décor may be some years old with some wear and tear but not damaged, scratched, torn or stained. Room decor may range from excellent/very good to good.

3, 4, 5

Ageing décor, which was only of an average quality to begin with. Amateurish application of paint/wallpaper. Little attention to detail. Plain style with no adornment. Some wear and tear.

1, 2

Low-grade materials poorly executed. Mismatch of styles and colours. Noticeable wear and tear, stains, splashes, scratches, tears, etc. Few pictures/graphics (if any) or wall hangings. Unsightly pipe work, exposed wiring. Signs of damp.

Furniture and fittings

9, 10

Excellent intrinsic quality and in excellent condition. Furniture of sound construction, attractive professional finish and detailing. Little or no sign of ageing, wear and tear or ill-use. Ample hanging space. Attractive comfortable easy seating with upholstery in excellent condition. Full, well-lined curtains with appropriate accessories, in working order. Blinds/shutters in excellent condition and of excellent quality. Curtains/blinds/shutters blocking external light. Electronic goods of excellent quality and in excellent condition.

8

High intrinsic quality of materials may show some signs of use. Alternatively new, good (as opposed to excellent) quality furniture and fittings. Curtains to be full and good quality/condition. Blinds/shutters in good condition and of good quality. Curtains/blinds/shutters blocking external light. Good quality electronic goods in good condition.

6,7

Furniture and fittings which may have been "excellent" or "very good", but through ageing, showing signs of wear and tear. Alternatively medium quality range of materials and construction in sound and useable condition. There should be no damage, stains or fraying furniture. No jarringly uncoordinated styles - all furniture to be of a broadly similar standard. Medium quality electronic goods in good working order.

3, 4, 5

Furniture of average quality and in well-used condition. Little coordination of styles, some slight damage may be apparent, but all items capable of use. Surfaces not well-maintained. Thin, short, skimpy curtains. Some stains, marks on soft fittings. Old electronic equipment but in good working order or new equipment in poor state of repair.

1, 2

Low quality materials, poor construction, damaged, marked or scratched. Uncoordinated styles. Thin, unlined curtains, stained, worn upholstery. Electronic goods: Very old, not working, components broken, badly tuned, channels not conforming to directory, etc.

Flooring
NB: In all levels there may be a high quality natural alternative to carpeting, tiles or wooden floors. In these cases the intrinsic quality and condition would be assessed, taking the style of the property into consideration.

9, 10

If fitted carpets, high quality (high percentage wool content), good thick pile and underlay, professionally laid and in pristine condition. High quality wooden or tiled/slasto flooring, professionally laid and in pristine condition with high quality occasional rugs or mats. Screed flooring acceptable if of excellent quality and fits with overall design. Artistically finished cement floors of high quality and workmanship acceptable - merely painted cement floors not acceptable.

8

High quality carpet beginning to show some signs of ageing (flattening or wearing). No stains, burns or marks, etc. Alternatively carpet with higher percentage of man-made fibre but in new condition. Wooden or tiled flooring in need of buffing but with high quality rugs (if used). Screed flooring acceptable if of good quality and fits with overall design. Artistically finished cement floors of good quality and workmanship acceptable - merely painted cement floors not acceptable.

6, 7

High quality carpet with flattening in areas of most traffic but all in sound condition - may be some small discolouration in places. Alternatively cheaper new carpet. Wooden or tiled floors a little scratched in places. Screed flooring acceptable if of good quality and fits with overall design - may show signs of ageing or lack of maintenance. Painted cement floors acceptable, if of good quality and fits with overall design.

3, 4, 5

Carpets show considerable use - flattened spots, bleaching by windows, some thinning. Unprofessional fitting - ripples, rough ill-fitting edges thin or no underlay. There should be no holes, tears, burns or other defects that render the carpet unsound. Vinyl or low quality flooring. Chipped wooden or tiled floors. Screed flooring acceptable if of reasonable quality (but not necessarily in good condition) and fits with overall design. Painted cement floor acceptable, but must be in reasonable condition.

1, 2

Distinct signs of wearing - visible canvas/backing fabric, patches, stains, discolouration, obvious seams. DIY fitting - gaping joints, gaps between carpet and wall. Several unmatched styles or newer carpets laid on top of damage or worn through older ones. Wooden floors that need a new coat of varnish with ageing, worn and stained rugs. Missing tiles and obvious chips. Screed flooring in poor condition. Painted cement floors in poor condition.

Ceiling/Roofing

9, 10

All types of ceiling/roofing acceptable as long as it is of excellent quality, in good condition and professionally fitted. No sagging, ceilings/beams/poles or evidence of water leakage, seeping, cracking or splitting. Professionally painted/stained/treated with no marks or stains.

8

Ceiling/roofing of good quality and professionally fitted, no sagging, ceilings/beams/poles or evidence of water leakage, seeping, cracking or splitting. Professionally painted/stained/treated.

6, 7

Competent job of ceiling/roofing application and ceiling/roofing of average quality. Paintwork/staining/treatment competently applied, although not necessarily professionally done.

3, 4, 5

Poor quality ceiling/roofing, amateurishly fitted, but no evidence of sagging or splitting. Ceilings/roofing slightly stained, paintwork/treatment poorly done.

1, 2

Poor quality ceilings/roofing/sagging/splitting in places, evidence of water seepage. Stained paintwork, paintwork/treatment old and amateurishly done.

Functionality of floor space/layout/overall impression (refer to minimum requirements per grade)

9, 10

A spacious, well-planned room with furniture in convenient places. Ease of access to all furniture, cupboards, wardrobes, drawers, etc. A sitting area with sufficient space to relax (if market appropriate) - could also be an outside patio area. Space to put luggage so that it does not clutter the room and obstruct access. Easy access to all facilities. TV visible from sitting area (if within the bedroom) or bed. Unrestricted view of full mirror. All plug points functionally located. No intrusive noise from other rooms or public areas.

8

Reasonably spacious room with good access to all furniture and facilities. No areas of restricted access or obstruction. Not necessary to have a separate sitting area but room must be large enough to comfortably contain an easy chair in addition to the standard bedroom furniture (if market appropriate). All plug points functionally located. No creaky boards or intrusive noise.

6, 7

Room large enough to contain all necessary furniture and to allow access to all facilities but there may be some slightly restricted areas. A chair may serve a dual purpose - easy seating and dressing table. To allow access some care may be taken in the positioning and design of furniture. Not all plug points are functionally located. To allow greater access some care may be taken in the positioning and design of furniture i.e. TV on a wall bracket. No intrusive noise from plumbing, corridor, lifts, etc.

3, 4, 5

Cluttered feel to room. Overlarge furniture for floor space. Need to move some things to get to others. Awkward opening of drawers, cupboards, wardrobes, etc. Little room for luggage. Few plug points are functionally located. Noisy plumbing, sounds from adjoining rooms, corridor or lifts.

1, 2

Furniture too large or plentiful for room. Access to most facilities restricted or awkward. No plug points or none that are functionally located. Disturbance from music, noise in public rooms or other areas.

Temperature control
(dependent on energy supply and location. Refer to minimum requirements per grade)

9, 10

Thermostatically and individually controlled heating and/or cooling system capable of maintaining a comfortable room temperature. Appropriate to size and location of room. Apparatus in excellent condition.

8

Individual control by guest at all times. Ageing but excellent apparatus. Good quality and quiet wall and ceiling mounted air conditioners.

6, 7

Effective heating and/or cooling provided in rooms when appropriate (under individual control). Not necessarily the most up to date system. Large, slightly noisy, wall and ceiling mounted air conditioners apply here.

3, 4, 5

Free standing apparatus able of maintaining a reasonably comfortable temperature in room. Ageing appliances.

1,2

Old low quality appliances. Heat/cold only available close to apparatus i.e. apparatus unable to maintain a comfortable temperature throughout the room.

Lighting

9, 10

Overall high standard of illumination in room. Controllable dimness/glare - either through dimming switches or a number of individually controlled lights/lamps. Light sources in all appropriate places - especially for shaving, make-up, contact lenses, reading, etc. Bedside lighting control separate for each occupant. All lights and shades of high quality manufacture and in excellent order.

8

Provision of more sources of light than is strictly necessary i.e. more than just centre and bedside lights. High quality fittings, lamp bases, etc. Bedside lighting control separate for each occupant.

6, 7

More than adequate room light. Quality bedside and/or bed head lamps with control by each occupant. Preferably further sources of light in room but not necessarily. Good blend of natural/electric light during day.

3, 4, 5

Minimum illumination in room. Restricted natural light. Fittings ageing, beginning to look scruffy.

1, 2

Dim, gloomy lighting. Low quality fittings and appliances. Light in inappropriate places. Poor natural light. Hidden controls. Shades burnt, scruffy, stained, etc.

Accessories
(Refer to minimum requirements per grade)

9, 10

A wide range (a minimum of 8) to be provided in-room of the following list of high quality extras for guests e.g. fruit bowl, satellite television, remote controls, books and magazines, mending kit, air freshener, insect killer/repellent, shoe polishing cloth or pad, biscuits, mineral water, sweets/mints/chocolates, tea tray with variety of teas/hot chocolate/coffees/milk, comprehensive well presented room information, minibar, iron and ironing board, hair dryers, plug adaptors (on request).

8

A reasonable proportion of the above (a minimum of 6) provided either in-room or upon request (good quality).

6, 7

A small selection of the above (a minimum of 4) provided either in-room or upon request (good/average quality).

3, 4, 5

Two or more items only of average quality provided either in-room or upon request.

1, 2

One or two items only of very poor quality provided either in-room or upon request.

3. Bathrooms

All grades must have en-suite bathrooms. Only a bath or shower is acceptable for 1, 2 and 3-star hotels, while only a shower is acceptable for 4 to 5-star hotels. In 4 and 5-star hotels where both a bath and shower are provided, they must be separate. A shower in the bath is permissible for all except 5-star properties, though some leeway should be considered with older properties.

Criteria

Score

Description

Towelling
(refer to minimum requirements by grade)

9, 10

Full range of towel sizes - bath sheet, bath towel, hand towel, face cloth for each guest. Provision of towelling robes. Thick, heavy, fluffy quality with plenty of pile. Replace daily or after each use (unless guest requests otherwise with particular reference to environmental issues).

8

Range of towels including bath sheet/towel and hand towel per guest but not quite such heavy quality as found in excellent. Changed frequently or at guest's request.

6, 7

Good quality bath and hand towels in sound condition.

3, 4, 5

Moderate quality towels, showing age. Rather thin, fraying edges, small size. Faded.

1, 2

Very thin, small, scratchy, old, fraying, some holes, stained, faded. Low absorbency.

Decoration

9, 10

Highest quality wall coverings. Tiles well fitted. Grouting in excellent condition. No marks, stains, condensation damage. No peeling wallpaper or flaking paint. In excellent condition.

8

May be high quality finish but not always recent - some signs of wear but all in sound condition. Alternatively, may be recently decorated but not with the highest quality materials, though a competent and professional job.

6, 7

Not necessarily recently decorated though in sound condition and reasonable quality materials used. Some signs of wear.

3, 4, 5

Lower quality materials, ageing, and evidence of poor standard of DIY. Poor condition with some evidence of damp and marks.

1, 2

No decoration or very tired and old style. Damp/condensation marks. Cheap very low quality finish, unprofessionally applied. Sealant or grouting mouldy. For paintwork significant chipping or flaking and for wallpaper significant peeling.

Fixtures and fittings (refer to minimum requirements by grade)

9, 10

High quality, solid, well-made fittings in excellent order and matching style. High quality finish. High quality bath of good size. Attractive shower door/screen (no shower curtain) in excellent condition if separate shower. Attractive shower screen (no shower curtain) in excellent condition if shower/bath is combined. Fixed shower head, not merely hand shower. Good-sized washbasin. Easily used, responsive controls. Hot water at all times.

8

Generally high quality fittings throughout, but not necessarily new. Good-sized bath. Shower screen or good quality curtain (if necessary to keep surrounding area free from water). All porcelain in good order - no cracks, crazing or dull finish, no stains. Matching and coordinated styles.

6, 7

Standard domestic range of bathroom fittings. Sturdy steel or acrylic bath. Bathroom may have a shower or a bath. May be showing some wear but in sound, clean condition. No small baths or under-sized showers with awkward access. Hot water at all reasonable times.

3, 4, 5

Ageing fittings - dull finish to porcelain, chrome wearing off. Weak shower pressure. Intermittent hot water or at restricted hours. Fittings not matching. Out of date style or colour, well used. Rough grouting/sealant. Some "module" bathrooms with very restricted space and inconvenient layout.

1, 2

Bath enamel chipped, stained, dull and cheap plastic bath that moves and creaks. Very small shower with trickle of water. Stained or mouldy grouting/sealant and cheap, thin shower curtain. Cracked washbasin or toilet. Ill-fitted, cheap plastic toilet and cover. Discoloured plastic cistern. Plastic taps, loose or broken towel rail. Evidence of cigarette burns, damage, etc.

Flooring

9,10

Highest quality floor coverings. Tiles well fitted. Grouting in excellent condition. No marks, stains, condensation damage. Flooring well-fitted and free from stain or water damage.

8

High quality floor covering or tiles but not always recent - some signs of wear but all in sound condition. Alternatively, may be recently decorated but not with the highest quality materials, though a competent and professional job.

6, 7

Standard quality bathroom flooring. Some signs of wear but no stains or marks. Not necessarily recently decorated though in sound condition.

3, 4, 5

Lower quality materials, ageing, and evidence of poor standard.

1, 2

Very tired and old style. Damp/condensation marks. Cheap very low quality finish, unprofessionally applied. Sealant or grouting mouldy, carpet rotting, smelly. Area around toilet discoloured, damp.

Ceiling/Roofing

9, 10

Ceiling/roofing to be of excellent quality and professionally fitted, no sagging, ceilings/beams/poles or evidence of water leakage, seeping, cracking or splitting or damp/condensation marks. Professionally painted/stained/treated with no marks or stains.

8

Ceiling/roofing of good quality and professionally fitted, no sagging, ceilings/beams/poles or evidence of water leakage, seeping, cracking or splitting or damp/condensation marks. Professionally painted/stained/treated.

6, 7

Competent job of ceiling/roofing application and ceiling/roofing of average quality. Paintwork/staining/treatment competently applied, although not necessarily professionally done. In sound condition but some evidence of damp/condensation marks.

3,4,5

Poor quality ceiling/roofing, amateurishly fitted, but no evidence of sagging or splitting. Ceilings/roofing slightly stained, paintwork/treatment poorly done. Some evidence of damp/condensation marks.

1,2

Poor quality ceilings/roofing sagging/splitting in places, evidence of water seepage. Stained paintwork, paintwork/treatment old and amateurishly done. Significant evidence of damp/condensation marks.

Lighting

9, 10

Lighting effectiveness for all purposes - shaving, make-up, and contact lenses, particularly at washbasin/shaving point. Excellent quality fittings.

8

High standard of light fittings - centre, main light plus adequate shaving light, possibly supplementary lights.

6, 7

Centre light and shaving light, well positioned providing adequate light.

3, 4, 5

Dim centre light and awkwardly placed shaving light. Stark fluorescent tube on ageing fittings.

1, 2

Gloomy, badly placed, ageing, damaged light fittings.

Functionality of floor space/layout

9, 10

Conveniently laid out bathroom with easy access to all facilities. Plenty of provision for laying out toiletries and hanging up clothes, etc. A high level of spaciousness.

8

Good-sized rooms with access to all facilities. May be room for only one person at a time. No awkward corners or obstructed parts. Good space for toiletries.

6, 7

Adequate size of room for one person, but no awkward access or inconvenient position of facilities, etc. Adequate space for toiletries.

3, 4, 5

Restricted space leading to small bath or shower, small washbasin and awkward access. Limited space for toiletries.

1, 2

Very small room with facilities in separate small rooms. Very awkward access. Limited room for drying/dressing. Small washbasin, cramped access to toilet.

Accessories
(Refer to minimum requirements by grade)

9, 10

High quality toilet paper (for example 2 ply). A wide range of following list of excellent quality accessories provided in the bathroom e.g. wrapped soap, shampoo, moisturiser, aftershave, cologne, shower gel, conditioner, tooth brushes, tooth paste, shower cap, toilet bags, tissues, cotton wool balls, cotton buds, etc.

8

A reasonable proportion of excellent quality items from the above list. No well-used ageing bottles, scrappy sachets or sticky containers. High quality toilet paper.

6, 7

A small range from the above, all in good condition and of good quality. Medium quality toilet paper.

3, 4, 5

One or two items from the above list of average quality (wrapped soap or shower gel is compulsory).

1, 2

One or two items from the above list of poor quality (wrapped soap or shower gel is compulsory).

4. Swimming Pool

If available for guest use, swimming pools should be evaluated under this section. This includes the pool itself, poolside furniture, public toilets, etc.

Criteria

Score

Description

Signage (including warning signs)

9, 10

Signs in excellent condition. Signs easily readable. Signage fits in with the décor. Areas open and not open to guests are clearly indicated.

8

Signs in good condition (although clearly not brand new). Signs readable. Signage fits in with the décor. Areas open and not open to guests are clearly indicated.

6, 7

Signs in reasonable condition but showing some signs of ageing and decay. Not all areas open and not open to guests are clearly indicated. Signage fits in with the décor.

3, 4, 5

Signs in poor condition with clear signs of ageing and decay. Areas open and not open to guests are not indicated. Signs do not fit in with the décor of the establishment.

1, 2

No signage.

Grounds and gardens (surrounding the pool)

9, 10

Evidence of systematic programme of maintenance - well tended formal gardens or attractive "natural" environment surrounding the swimming pool. Tidy and well-lit pathways. Attractive appearance throughout the year. No disorder or rubbish and no evidence of litter. No clutter/disorder around service areas (if accessible/visible to guests).

8

High standards of maintenance in formal gardens surrounding the swimming pool. Outlying areas may be more "natural". Pleasant and tidy appearance throughout the year. No clutter/disorder around service areas (if accessible/visible to guests). Good external lighting.

6, 7

No overgrown, tangled areas (whether formal or natural garden). Immediate surrounds of swimming pool kept tidy and well-maintained (whether formal or natural garden). Lawns, if any, cut regularly through the season and edges trimmed. Evidence of some attempt to produce a pleasing effect with some interesting design. Uncluttered access to accommodation. Some external lighting. Clear access.

3, 4, 5

Gardens and enclosed area around swimming pool are kept under control. Little attempt at interesting design. Domestic disorder kept to a minimum.

1, 2

Neglected and overgrown appearance around swimming pool, weeds in most areas. Rubbish and clutter visible and untidily stacked. Disorderly appearance. Poor lighting.

Swimming pool

9, 10

Pool larger than required for the size of the hotel. Maintained in excellent condition - water clean, any leaves or insects floating in the pool removed more than once a day. Good quality water pumps to ensure sufficient circulation of water. Pool sides not stained and pool in generally excellent condition.

8

Pool larger than required for the size of the hotel. Maintained in excellent condition - water clean, any leaves or insects floating in the pool removed on a daily basis. Good quality water pumps to ensure sufficient circulation of water. Pool sides may have some stains and the pool may appear to start showing small signs of wear.

6, 7

Pool size adequate for the size of the hotel. Maintained in good condition - water clean, any leaves or insects floating in the pool removed regularly, though not every day. Pool sides starting to show signs of wear though still in good condition.

3, 4, 5

Pool smaller than required for the size of the hotel. Maintained in acceptable condition - water clean, any leaves or insects floating in the pool removed from time to time. Pool sides in acceptable condition, though showing considerable signs of wear.

1, 2

Small pool in adequate to cater for the size of the hotel. Not maintained regularly. Water not clear and leaves and insects floating in the pool. Pool sides are stained and generally in poor condition.

Pool furniture

9, 10

High degree of comfort and luxury. High quality in excellent condition. Attractive, coordinated extras. More than sufficient loungers and tables and chairs available. All chairs and loungers furnished with good quality cushions.

8

High quality furniture but not necessarily new. All in sound condition, but may have "lived-in" feel. Alternatively, more moderate quality furniture in excellent condition. Adequate number of loungers available.

6, 7

Medium to high quality of manufacture but showing some wear and tear. May be rather old but sound. Alternatively, new furniture of medium quality. Loungers available, but no cushions provided.

3, 4, 5

Uncoordinated style. Ageing seating. May show marks, sparse arrangement. Not particularly comfortable or attractive. Low quality. No loungers provided.

1, 2

Low quality, uncomfortable, ageing furniture. May show some damage - scratched, loose arms/ legs. Stained or grubby upholstery. Old, jaded, unattractive. No loungers provided.

Swimming towels

9, 10

Excellent quality swimming towels provided. Towels larger than usual. Thick, heavy, fluffy quality with plenty of pile. Towels available on loungers, with extra towels available from a poolside service trolley. Towels replaced after use.

8

Excellent quality swimming towels provided, though not quite such heavy quality as found in excellent. Towels larger than usual. Towels available on loungers.

6, 7

Good quality swimming towels provided. Towels of average size. Towels available from service trolley or upon request.

3, 4, 5

Moderate quality swimming towels provided. Towels of average size or smaller. Towels rather thin and faded. Towels available upon request.

1, 2

No swimming towels provided. Very thin, small, scratchy, old, fraying, some holes, stained, faded. Low absorbency.

5. Conference Facilities

Criteria

Score

Description

Signage (Internal)

9, 10

Signs in excellent condition with clear indication of the internal layout of conference area. Signs easily readable. Signage fits in with the décor. Areas open and not open to guests are clearly indicated.

8

Signs in good condition (although clearly not brand new) with clear indication of the internal layout of conference area. Signs readable. Signage fits in with the décor. Areas open and not open to guests are clearly indicated.

6, 7

Signs in reasonable condition but showing some signs of ageing and decay. Signs provide indication of the internal layout of conference area, but not always clear. Not all areas open and not open to guests are clearly indicated. Signage fits in with the décor.

3, 4, 5

Signs in poor condition with clear signs of ageing and decay. Areas open and not open to guests are not indicated. Signs do not fit in with the décor of the establishment.

1, 2

No signage.

Decoration

9, 10

High quality wall covering in excellent condition. Evidence of coordinated design and introduction of attractive features. No evidence of ageing, wear and tear (some historical locations excepted). High quality professional finish.

8

Use of high quality materials, though not necessarily in pristine condition. Alternatively more moderate quality materials if recently decorated. Attempt to coordinate design with additional attractive features. No scratches, chips, stains, or scuffs. Professional workmanship.

6, 7

Standard "domestic" style and quality of décor, some ageing but no major wear and tear. Use of wall hangings, pictures, etc. Competent workmanship.

3, 4, 5

Moderate quality, ageing. Some slight damage, wear and tear. Old style. Amateurish application of décor. Little design input or coordination. Tired.

1, 2

Very old, faded, damaged wall covering. Evidence of damp/water penetration. Grubby marks. Evidence of neglect. Unsightly paintwork or exposed wiring.

Furniture and fittings

9, 10

High degree of comfort and functionality. High quality and in excellent condition.

8

High quality furniture but not necessarily new. All in sound condition, but may have "lived-in" feel. Alternatively, more moderate quality furniture in excellent condition. Comfortable easy seating.

6, 7

Medium to high quality of manufacture but showing some wear and tear. May be rather old but sound. Alternatively, new furniture of medium quality.

3, 4, 5

Uncoordinated style. Ageing seating. May show marks, sparse arrangement. Not particularly comfortable or attractive. Low quality.

1, 2

Low quality, uncomfortable, ageing furniture. May show some damage - scratched, loose legs. Stained or grubby upholstery. Old, jaded, unattractive.

Flooring
NB: In all levels there may be a high quality natural alternative to carpeting, tiles or wooden floors. In these cases the intrinsic quality and condition would be assessed, taking the style of the property into consideration.

9, 10

If fitted carpets, high quality (high percentage wool content), good thick pile and underlay, professionally laid and in pristine condition. High quality wooden or tiled/slasto flooring, professionally laid and in pristine condition with high quality occasional rugs or mats. Artistically finished cement floors of high quality and workmanship acceptable.

8

High quality carpet beginning to show some signs of ageing (flattening or wearing). No stains, burns or marks, etc. Alternatively carpet with higher percentage of man-made fibre but in new condition. Wooden or tiled flooring in need of buffing but with high quality rugs (if used). Artistically finished cement floors of high quality and workmanship acceptable - merely painted cement floors not acceptable.

6, 7

High quality carpet with flattening in areas of most traffic but all in sound condition - may be some small discolouration in places. Alternatively cheaper new carpet. Wooden or tiled floors a little scratched in places.

3, 4, 5

Carpets show considerable use - flattened spots, bleaching by windows, some thinning. Unprofessional fitting - ripples, rough ill-fitting edges thin or no underlay. There should be no holes, tears, burns or other defects that render the carpet unsound. Vinyl or low quality flooring. Chipped wooden or tiled floors.

1, 2

Distinct signs of wearing - visible canvas/backing fabric, patches, stains, discolouration, obvious seams. DIY fitting - gaping joints, gaps between carpet and wall. Several unmatched styles or newer carpets laid on top of damage or worn through older ones. Wooden floors that need a new coat of varnish with ageing, worn and stained rugs. Missing tiles and obvious chips.

Ceiling/Roofing

9, 10

All types of ceiling/roofing acceptable as long as it is of excellent quality, in good condition and professionally fitted. No sagging, ceilings/beams/poles or evidence of water leakage, seeping, cracking or splitting. Professionally painted/stained/treated with no marks or stains.

8

Ceiling/roofing of good quality and professionally fitted, no sagging, ceilings/beams/poles or evidence of water leakage, seeping, cracking or splitting. Professionally painted/stained/treated.

6, 7

Competent job of ceiling/roofing application and ceiling/roofing of average quality. Paintwork/staining/treatment competently applied, although not necessarily professionally done.

3, 4, 5

Poor quality ceiling/roofing, amateurishly fitted, but no evidence of sagging or splitting. Ceilings/roofing slightly stained, paintwork/treatment poorly done.

1, 2

Poor quality ceilings/roofing sagging/splitting in places, evidence of water seepage. Stained paintwork, paintwork/treatment old and amateurishly done.

Lighting

9, 10

Overall high standard of illumination giving sufficient light for all appropriate purposes but also designed for good effect. All lights of high quality manufacture and in excellent order. Lights dimmable.

8

High quality fittings with more than adequate spread illumination for practical use. Lights dimmable.

6, 7

More than minimal lighting. Medium quality fittings in sound condition. Some lights dimmable.

3, 4, 5

Enough light for practical use, but nothing more. Fittings old, ageing, discolouration. No lights are dimmable.

1, 2

Low quality fittings in poor condition - exposed, fraying wires, wobbly fittings, loose plugs. Dim, gloomy effect with dark areas. Glaring, irritating, harsh fluorescent lights with no diffuser. No lights are dimmable.

Atmosphere and ambience

9, 10

Harmonious combination of décor, lighting and furniture. Coordinated attractive effect. Spacious/functional rooms. No intrusive noise in conference rooms.

8

Good combination of décor, lighting and furniture. Limited intrusive noise in conference rooms. Reasonably spacious rooms. Coordinated décor, finishing, etc.

6, 7

Reasonable combination of décor, lighting and furniture. Some intrusive noise in conference rooms. Rooms small. Some effort towards coordinated décor, finishing, etc.

3, 4, 5

Little coordination of décor, lighting and furniture. Significant intrusive noise in conference rooms. Small rooms.

1, 2

No coordination of décor, lighting and furniture. Significant intrusive noise in conference rooms. Extremely cramped rooms.

6. Dining Area(s)

Should establishment comprise of more than one separate restaurant/dining area then grading should be completed for each, and the average score for the sections applied.

Criteria

Score

Description

Decoration

9, 10

High quality wall covering in excellent condition. Evidence of coordinated design. Interesting architectural features, artwork, objects d'art, etc. No evidence of ageing, wear and tear (some historical locations excepted). High quality professional finish.

8

Use of high quality materials, though not necessarily in pristine condition. Alternatively more moderate quality materials if recently decorated. Attempt to coordinate design with additional attractive features. No scratches, chips, stains, or scuffs. Professional workmanship.

6, 7

Standard "domestic" style and quality of décor, some ageing but no major wear and tear. Use of wall hangings, pictures, etc. Competent workmanship.

3, 4, 5

Moderate quality, ageing. Some slight damage, wear and tear. Old style. Amateurish application of décor. Little design input or coordination. Tired.

1, 2

Very old, faded, damaged wall covering. Evidence of damp/water penetration. Grubby marks. Evidence of neglect. Unsightly paintwork or exposed wiring.

Furniture and fittings

9, 10

High degree of comfort and luxury. High quality in excellent condition. Attractive, coordinated extras. Decorative, occasional pieces in main room/s and corridors. Well spaced chairs of appropriate height for tables. Coordinated design and spacious tables.

8

High quality furniture but not necessarily new. All in sound condition, but may have "lived-in" feel. Alternatively, more moderate quality furniture in excellent condition. Comfortable easy seating. May not necessarily be of the same design though coordinated. Good-sized tables.

6, 7

Medium to high quality of manufacture but showing some wear and tear. May be rather old but sound. Alternatively, new furniture of medium quality. Tables large enough for uncluttered use. May be a mix of styles and ages, but all in good order. Design may take precedence over comfort.

3, 4, 5

Uncoordinated style. Ageing seating. May show marks, sparse arrangement. Not particularly comfortable or attractive. Low quality. May be quite a mix of styles, ages, designs, shapes and heights. Tables close together.

1, 2

Low quality, uncomfortable, ageing furniture. May show some damage - scratched, loose arms/legs. Stained or grubby upholstery. Old, jaded, unattractive. Inadequate table size - cluttered and inconvenient.

Flooring
NB: In all levels there may be a high quality natural alternative to carpeting, tiles or wooden floors. In these cases the intrinsic quality and condition would be assessed, taking the style of the property into consideration.

9, 10

If fitted carpets, high quality (high percentage wool content), good thick pile and underlay, professionally laid and in pristine condition. High quality wooden or tiled/slasto flooring, professionally laid and in pristine condition with high quality occasional rugs or mats. Screed flooring acceptable if of excellent quality and fits with overall design. Artistically finished cement floors of high quality and workmanship acceptable.

8

High quality carpet beginning to show some signs of ageing (flattening or wearing). No stains, burns or marks, etc. Alternatively carpet with higher percentage of man-made fibre but in new condition. Wooden or tiled flooring in need of buffing but with high quality rugs (if used). Screed flooring acceptable if of good quality and fits with overall design. Artistically finished cement floors of high quality and workmanship acceptable - merely painted cement floors not acceptable.

6, 7

High quality carpet with flattening in areas of most traffic but all in sound condition - may be some small discolouration in places. Alternatively cheaper new carpet. Wooden or tiled floors a little scratched in places. Screed flooring acceptable if of good quality and fits with overall design - may show signs of ageing or lack of maintenance. Painted cement floors acceptable, if of good quality and fits with overall design.

3, 4, 5

Carpets show considerable use - flattened spots, bleaching by windows, some thinning. Unprofessional fitting - ripples, rough ill-fitting edges thin or no underlay. There should be no holes, tears, burns or other defects that render the carpet unsound. Vinyl or low quality flooring. Chipped wooden or tiled floors. Screed flooring acceptable if of reasonable quality (but not necessarily in good condition) and fits with overall design. Painted cement floor acceptable, but must be in reasonable condition.

1, 2

Distinct signs of wearing - visible canvas/backing fabric, patches, stains, discolouration, obvious seams. DIY fitting - gaping joints, gaps between carpet and wall. Several unmatched styles or newer carpets laid on top of damage or worn through older ones. Wooden floors that need a new coat of varnish with ageing, worn and stained rugs. Missing tiles and obvious chips. Screed flooring in poor condition. Painted cement floors in poor condition.

Ceiling/Roofing

9, 10

All types of ceiling/roofing acceptable as long as it is of excellent quality, in good condition and professionally fitted. No sagging, ceilings/beams/poles or evidence of water leakage, seeping, cracking or splitting. Professionally painted/stained/treated with no marks or stains.

8

Ceiling/roofing of good quality and professionally fitted, no sagging, ceilings/beams/poles or evidence of water leakage, seeping, cracking or splitting. Professionally painted/stained/treated.

6, 7

Competent job of ceiling/roofing application and ceiling/roofing of average quality. Paintwork/staining/treatment competently applied, although not necessarily professionally done.

3, 4, 5

Poor quality ceiling/roofing, amateurishly fitted, but no evidence of sagging or splitting. Ceilings/roofing slightly stained, paintwork/treatment poorly done.

1, 2

Poor quality ceilings/roofing sagging/splitting in places, evidence of water seepage. Stained paintwork, paintwork/treatment old and amateurishly done.

Lighting

9, 10

Overall high standard of illumination giving sufficient light for all appropriate purposes but also designed for good effect - showing off features of rooms/corridors. All lights and shades of high quality manufacture and in excellent order.

8

High quality fittings with more adequate spread illumination for practical use, though no or limited sophisticated use of lighting "effects". Occasional lamps, reading lights, perhaps picture lights.

6, 7

More than minimal lighting. Medium quality fittings in sound condition. No burnt shades, ageing lamps, etc. Main light plus one or two small occasional lamps. No extra lights for effect.

3, 4, 5

Enough light for practical use, but nothing more. No occasional lamps, etc. Fittings old, ageing, discolouration. Stark, unattractive, harsh lighting.

1, 2

Low quality fittings in poor condition - exposed, fraying wires, wobbly fittings, loose plugs. Dim, gloomy effect with dark areas. Glaring, irritating, harsh fluorescent lights with no diffuser.

Table appointment
(Cognisance will be taken of the nature and style of the establishment)

9, 10

An emphasis on style and high quality (stainless steel, silver, etc.,) (as per the market requirement). All pieces of cutlery and crockery matching and coordinated and of high quality. No wear, damage, cracks, chips, etc. Additional features such as bud vases, candlesticks, coasters, etc. Good quality linen/cloth napery. Large napkins. Equally high quality accessories - ice bucket, sauce boats, jam pots, etc. Provision of appropriate styles of cutlery for different functions and different glasses/crystal for different uses.

8

Items of similar style and quality as in "excellent" but perhaps more limited in range, fewer glasses, smaller napkins. Alternatively, high quality domestic crockery rather than professional china. Fine glass rather than crystal, good quality stainless steel rather than silver, etc. Limited wear, damage, etc.

6, 7

Middle to high range domestic cutlery and crockery - all in sound condition in uniform for a particular service and accessories of different style but good quality. Thick (multiply) paper napkins. Short tablecloth.

3, 4, 5

Variety of styles and quality, some damage, wear and tear (fading of pattern or glaze). Thin napkins. No accessories. Sauces in bottles/packets.

1, 2

Mismatched patterns. Cracks, chips, well-used appearance. Pyrex or low quality functional crockery. Small, thin (one-ply) napkins. Sticky sauce bottles on table.

Menu presentation
(could be written, printed hard copy menu, on blackboard/or similar or verbal)

9, 10

Excellent standard of presentation. If hard copy, clear, informative layout. Attractive design in excellent condition - no grease, thumbprints, wine stains, written correlations, etc. Wine set out in clear sections and majority of items available (if not available, notified on presentation of list). If verbal, presentation is clearly understood and all items described in detail. Majority of items on menu available and if not available notified on presentation of menu.

8

High standard of presentation. If hard copy may show a little wear, though not dirty. Where a few wines or items are not available - clearly marked or verbally specified. If verbal, presentation is understood and most items described in detail.

6, 7

Good standard of presentation. If hard copy, intelligible layout but not too top quality production. Clean, not worn or grubby. Large majority of wines and items available and those that are not - clearly marked or verbally specified. If verbal, presentation reasonable and understood and some items described in detail.

3, 4, 5

Poor standard of presentation. If hard copy, scrappy appearance, well used, stained. Many wines out of stock - not marked, vintages wrong. If verbal, presentation poor and not easily understood and few items described in detail.

1, 2

No menu presentation or if presentation of unacceptable quality. If hard copy, dirty, dog-eared. Difficult to read. Wine list out of date, bears little relation to what is available. If verbal, not understood and no items described in detail.

Atmosphere and ambience

9, 10

Harmonious combination of décor and lighting. Spacious room and good layout of tables. No intrusive noise or smells. Themes or designs may add to the ambience.

8

Harmonious combination of décor and lighting, though some aspects may seem out of place. Room somewhat less spacious and tables rather close together, though still providing sufficient space for private conversation. Perhaps busy, with some background noise. A little noise from the bar.

6, 7

Tables quite close but with sufficient space to allow private conversation and staff and customers to pass without inconvenience. A certain amount of noise and activity from other areas.

3, 4, 5

Crowded tables, awkward access. Difficult to have private conversation. Intrusive noise, stuffy.

1, 2

Very crowded, cramped, uncomfortable. Loud noise. Very stuffy. Impossible to have privacy.

7. Spa/Health Club/Gym

Should the establishment have a separate spa and health club/gym then grading should be completed for each facility, and the average score for the sections applied.

Criteria

Score

Description

Signage (Internal)

9, 10

Signs in excellent condition with clear indication of the internal layout of spa/health club/gym area. Signs easily readable. Signage fits in with the décor. Areas open and not open to guests are clearly indicated.

8

Signs in good condition (although clearly not brand new) with clear indication of the internal layout of spa/health club/gym area. Signs readable. Signage fits in with the décor. Areas open and not open to guests are clearly indicated.

6, 7

Signs in reasonable condition but showing some signs of ageing and decay. Signs provide indication of the internal layout of spa/health club/gym area, but not always clear. Not all areas open and not open to guests are clearly indicated. Signage fits in with the décor.

3, 4, 5

Signs in poor condition with clear signs of ageing and decay. Areas open and not open to guests are not indicated. Signs do not fit in with the décor of the establishment.

1, 2

No signage

Decoration

9, 10

High quality wall covering in excellent condition. Evidence of coordinated design and introduction of attractive features. No evidence of ageing, wear and tear (some historical locations excepted). High quality professional finish.

8

Use of high quality materials, though not necessarily in pristine condition. Alternatively more moderate quality materials if recently decorated. Attempt to coordinate design with additional attractive features. No scratches, chips, stains, or scuffs. Professional workmanship.

6, 7

Standard "domestic" style and quality of décor, some ageing but no major wear and tear. Use of wall hangings, pictures, etc. Competent workmanship.

3, 4, 5

Moderate quality, ageing. Some slight damage, wear and tear. Old style. Amateurish application of décor. Little design input or coordination. Tired.

1, 2

Very old, faded, damaged wall covering. Evidence of damp/water penetration. Grubby marks. Evidence of neglect. Unsightly paintwork or exposed wiring.

Furniture, fittings and equipment

9, 10

High degree of comfort and functionality. High quality and in excellent condition. Good variety of equipment in excellent condition.

8

High quality furniture but not necessarily new. All in sound condition, but may have "well-used/lived-in" feel. Alternatively, more moderate quality furniture/excellent in excellent condition. Reasonable variety of equipment in excellent condition.

6, 7

Medium to high quality of manufacture but showing some wear and tear. May be rather old but sound. Alternatively, new furniture/equipment of medium quality. Reasonable variety of equipment in good condition.

3, 4, 5

Uncoordinated style. Ageing seating. May show marks, sparse arrangement. Not particularly comfortable or attractive. Low quality furniture/equipment. Little variety in equipment of acceptable condition.

1, 2

Low quality, uncomfortable, ageing furniture. May show some damage - scratched, loose legs. Stained or grubby upholstery. Old, jaded, unattractive. Limited equipment in poor condition.

Flooring
NB: In all levels there may be a high quality natural alternative to carpeting, tiles or wooden floors. In these cases the intrinsic quality and condition would be assessed, taking the style of the property and the nature of the spa/health club/gym into consideration.

9, 10

If fitted carpets, high quality (high percentage wool content), good thick pile and underlay, professionally laid and in pristine condition. High quality wooden or tiled/slasto flooring, professionally laid and in pristine condition with high quality occasional rugs or mats. Artistically finished cement floors of high quality and workmanship acceptable.

8

High quality carpet beginning to show some signs of ageing (flattening or wearing). No stains, burns or marks, etc. Alternatively carpet with higher percentage of man-made fibre but in new condition. Wooden or tiled flooring in need of buffing but with high quality rugs (if used). Artistically finished cement floors of high quality and workmanship acceptable.

6, 7

High quality carpet with flattening in areas of most traffic but all in sound condition - may be some small discolouration in places. Alternatively cheaper new carpet. Wooden or tiled floors a little scratched in places.

3, 4, 5

Carpets show considerable use - flattened spots, bleaching by windows, some thinning. Unprofessional fitting - ripples, rough ill-fitting edges thin or no underlay. There should be no holes, tears, burns or other defects that render the carpet unsound. Vinyl or low quality flooring. Chipped wooden or tiled floors.

1, 2

Distinct signs of wearing - visible canvas/backing fabric, patches, stains, discolouration, obvious seams. DIY fitting - gaping joints, gaps between carpet and wall. Several unmatched styles or newer carpets laid on top of damage or worn through older ones. Wooden floors that need a new coat of varnish with ageing, worn and stained rugs. Missing tiles and obvious chips.

Ceiling/Roofing

9, 10

All types of ceiling/roofing acceptable as long as it is of excellent quality, in good condition and professionally fitted. No sagging, ceilings/beams/poles or evidence of water leakage, seeping, cracking or splitting. Professionally painted/stained/treated with no marks or stains.

8

Ceiling/roofing of good quality and professionally fitted, no sagging, ceilings/beams/poles or evidence of water leakage, seeping, cracking or splitting. Professionally painted/stained/treated.

6, 7

Competent job of ceiling/roofing application and ceiling/roofing of average quality. Paintwork/staining/treatment competently applied, although not necessarily professionally done.

3, 4, 5

Poor quality ceiling/roofing, amateurishly fitted, but no evidence of sagging or splitting. Ceilings/roofing slightly stained, paintwork/treatment poorly done.

1, 2

Poor quality ceilings/roofing sagging/splitting in places, evidence of water seepage. Stained paintwork, paintwork/treatment old and amateurishly done.

Lighting

9, 10

Overall high standard of illumination giving sufficient light for all appropriate purposes but also designed for good effect. All lights of high quality manufacture and in excellent order. Lights dimmable in treatment rooms.

8

High quality fittings with more than adequate spread illumination for practical use. Lights dimmable in treatment rooms.

6, 7

More than minimal lighting. Medium quality fittings in sound condition. Some lights dimmable in treatment rooms.

3, 4, 5

Enough light for practical use, but nothing more. Fittings old, ageing, discolouration. No lights are dimmable.

1, 2

Low quality fittings in poor condition - exposed, fraying wires, wobbly fittings, loose plugs. Dim, gloomy effect with dark areas. Glaring, irritating, harsh fluorescent lights with no diffuser. No lights are dimmable.

Atmosphere and ambience

9, 10

Harmonious combination of décor, lighting and furniture. Coordinated attractive effect. Spa should create a peaceful effect, while a health club or gym is expected to be more functional. No intrusive noise in spa treatment rooms.

8

Good combination of décor, lighting and furniture. Limited intrusive noise in spa treatment rooms. Coordinated décor, finishing, etc.

6, 7

Reasonable combination of décor, lighting and furniture. Some intrusive noise in spa treatment rooms. Some effort towards coordinated décor, finishing, etc.

3, 4, 5

Little coordination of décor, lighting and furniture. Significant intrusive noise in spa treatment rooms.

1, 2

No coordination of décor, lighting and furniture. Significant intrusive noise in spa treatment rooms.

8. Public Areas

All areas other than the areas previously mentioned, which are inside a building and are accessible to guests and the public should be evaluated under this section. This includes: corridors, public toilets, lounges, reception areas, business centres, etc.

Criteria

Score

Description

Signage (Internal)

9, 10

Signs in excellent condition. Signs easily readable. Signage fits in with the décor. Areas open and not open to guests are clearly indicated.

8

Signs in good condition (although clearly not brand new). Signs readable. Signage fits in with the décor. Areas open and not open to guests are clearly indicated.

6, 7

Signs in reasonable condition but showing some signs of ageing and decay. Not all areas open and not open to guests are clearly indicated. Signage fits in with the décor.

3, 4, 5

Signs in poor condition with clear signs of ageing and decay. Areas open and not open to guests are not indicated. Signs do not fit in with the décor of the establishment.

1, 2

No signage.

Decoration

9, 10

High quality wall covering in excellent condition. Evidence of coordinated design. Artwork, objects d'art, etc. which fits with the design of the establishment. No evidence of ageing, wear and tear. High quality professional finish.

8

Use of high quality materials, though not necessarily in pristine condition. Alternatively more moderate quality materials if recently decorated. Attempt to coordinate design with additional attractive features. No scratches, chips, stains, or scuffs. Professional workmanship.

6, 7

Standard "domestic" style and quality of décor, some ageing but no major wear and tear. Use of wall hangings, pictures, etc. Competent workmanship.

3, 4, 5

Moderate quality, ageing. Some slight damage, wear and tear. Old style. Amateurish application of décor. Little design input or coordination. Tired.

1, 2

Very old, faded, damaged wall covering. Evidence of damp/water penetration. Grubby marks. Evidence of neglect. Unsightly paintwork or exposed wiring.

Furniture and fittings

9, 10

High degree of comfort and luxury. High quality in excellent condition. Attractive, coordinated extras. Decorative, occasional pieces in main room/s and corridors.

8

High quality furniture but not necessarily new. All in sound condition, but may have "lived-in" feel. Alternatively, more moderate quality furniture in excellent condition. Comfortable easy seating.

6, 7

Medium to high quality of manufacture but showing some wear and tear. May be rather old but sound. Alternatively, new furniture of medium quality.

3, 4, 5

Uncoordinated style. Ageing seating. May show marks, sparse arrangement. Not particularly comfortable or attractive. Low quality.

1, 2

Low quality, uncomfortable, ageing furniture. May show some damage - scratched, loose arms/legs. Stained or grubby upholstery. Old, jaded, unattractive.

Flooring
NB: In all levels there may be a high quality natural alternative to carpeting, tiles or wooden floors. In these cases the intrinsic quality and condition would be assessed, taking the style of the property into consideration.

9, 10

If fitted carpets, high quality (high percentage wool content), good thick pile and underlay, professionally laid and in pristine condition. High quality wooden or tiled/slasto flooring, professionally laid and in pristine condition with high quality occasional rugs or mats. Screed flooring acceptable if of excellent quality and fits with overall design. Artistically finished cement floors of high quality and workmanship acceptable.

8

High quality carpet beginning to show some signs of ageing (flattening or wearing). No stains, burns or marks, etc. Alternatively carpet with higher percentage of man-made fibre but in new condition. Wooden or tiled flooring in need of buffing but with high quality rugs (if used). Screed flooring acceptable if of good quality and fits with overall design. Artistically finished cement floors of high quality and workmanship acceptable.

6, 7

High quality carpet with flattening in areas of most traffic but all in sound condition - may be some small discolouration in places. Alternatively cheaper new carpet. Wooden or tiled floors a little scratched in places. Screed flooring acceptable if of good quality and fits with overall design - may show signs of ageing or lack of maintenance. Painted cement floors acceptable, if of good quality and fits with overall design.

3, 4, 5

Carpets show considerable use - flattened spots, bleaching by windows, some thinning. Unprofessional fitting - ripples, rough ill-fitting edges thin or no underlay. There should be no holes, tears, burns or other defects that render the carpet unsound. Vinyl or low quality flooring. Chipped wooden or tiled floors. Screed flooring acceptable if of reasonable quality (but not necessarily in good condition) and fits with overall design. Painted cement floor acceptable, but must be in reasonable condition.

1, 2

Distinct signs of wearing - visible canvas/backing fabric, patches, stains, discolouration, obvious seams. DIY fitting - gaping joints, gaps between carpet and wall. Several unmatched styles or newer carpets laid on top of damage or worn through older ones. Wooden floors that need a new coat of varnish with ageing, worn and stained rugs. Missing tiles and obvious chips. Screed flooring in poor condition. Painted cement floors in poor condition.

Ceiling/Roofing

9, 10

All types of ceiling/roofing acceptable as long as it is of excellent quality, in good condition and professionally fitted. No sagging, ceilings/beams/poles or evidence of water leakage, seeping, cracking or splitting. Professionally painted/stained/treated with no marks or stains.

8

Ceiling/roofing of good quality and professionally fitted, no sagging, ceilings/beams/poles or evidence of water leakage, seeping, cracking or splitting. Professionally painted/stained/treated.

6, 7

Competent job of ceiling/roofing application and ceiling/roofing of average quality. Paintwork/staining/treatment competently applied, although not necessarily professionally done.

3, 4, 5

Poor quality ceiling/roofing, amateurishly fitted, but no evidence of sagging or splitting. Ceilings/roofing slightly stained, paintwork/treatment poorly done.

1, 2

Poor quality ceilings/roofing sagging/splitting in places, evidence of water seepage. Stained paintwork, paintwork/treatment old and amateurishly done.

Lighting

9, 10

Overall high standard of illumination giving sufficient light for all appropriate purposes but also designed for good effect - showing off features of rooms/corridors. All lights and shades of high quality manufacture and in excellent order.

8

High quality fittings with more than adequate spread illumination for practical use. Occasional lamps, reading lights, perhaps picture lights.

6, 7

More than minimal lighting. Medium quality fittings in sound condition. No burnt shades, ageing lamps, etc. Main light plus one or two small occasional lamps. No extra lights for effect.

3, 4, 5

Enough light for practical use, but nothing more. No occasional lamps, etc. Fittings old, ageing, discolouration. Stark, unattractive, harsh lighting.

1, 2

Low quality fittings in poor condition - exposed, fraying wires, wobbly fittings, loose plugs. Dim, gloomy effect with dark areas. Glaring, irritating, harsh fluorescent lights with no diffuser.

Atmosphere and ambience

9, 10

Harmonious combination of décor, lighting and comfortable furniture. Soothing coordinated effect. Interesting architectural features, spacious rooms. No intrusive noise. Background music.

8

Comfortable, relaxed feel. May be some busy activity or music background but not intrusive. Coordinated décor, finishing, etc.

6, 7

Comfortable seating area but may be used for other things at times. A degree of activity/noise but not irritating.

3, 4, 5

Busy area with numerous activities going on - "corridor" effect. Harsh lighting, intrusive noise. Awkward seating, cooking smells, not particularly comfortable.

1, 2

Uncomfortable, awkward seating in an area clearly used for other purposes. Loud noise, very loud TV/radio/noise. Smoky, old, persistent cooking smells. Draughty. No personal touches, nothing to look at or read.

B. Housekeeping

Criteria

Score

Description

Bedrooms

9, 10

High standard of cleanliness, attention to detail. Well-made beds, gleaming surfaces, no smears or marks. Evidence of thorough, not just superficial cleaning. No blow bulbs or broken equipment. Turndown service, room tidied, any trays taken away. Curtains drawn in the evening.

8

High standard of cleanliness but attention to detail may not come up to the same standard as "excellent". One or two small areas of maintenance missed.

6, 7

No dust, efficient vacuuming. Equipment and room accessories not perhaps quite as tidy and well arranged as they might be. Occasional lapse in maintenance - odd bulb blown. All surfaces free from dirt and polished.

3, 4, 5

Surfaces smeary/dusty. Evidence of neglect of vacuuming under beds and in inaccessible corners. Pieces of paper, debris in corners and under furniture, blown bulbs, dusty light shades.

1, 2

Very heavy dust on surfaces, high and low. Debris in wardrobe/drawers. Bits of paper, threads and other items, grit, etc. on carpet. Long-term neglect.

Guest bathrooms

9, 10

Fastidious attention to hygiene. All surfaces gleaming. Clean, fresh smell. High level of efficiency.

8

Generally very high standard, but perhaps one or two slight lapses.

6, 7

No evidence of dust/hairs/grime. Surfaces all clean. Floor vacuumed and free from dust. Slight discolouration of enamel/grout. One or two lapses.

3, 4, 5

Generally clean but lacking attention to detail - dust on low and high surfaces and in inaccessible places. Surfaces and enamel dull. Flooring discoloured.

1,2

Low standard of housekeeping - dust on all surfaces. Long-term encrusted grime in inaccessible places, dirt and hairs on floor, in corners. Flooring around toilet stained, smelly.

Public areas

9, 10

All well vacuumed. All surfaces, high and low, dust free, no cobwebs. Table surfaces well polished, no smears. Ashtrays clean. No fingerprints on doorplates, light switches, etc. Flowers well arranged. Newspapers, books, etc up to date and tidy.

8

Generally very good level of vacuuming and dusting. Everything tidy and well arranged.

6, 7

High level of cleanliness. Easy seating area may have "lived-in" feel - some books, magazines, etc. on tables.

3, 4, 5

Clean but with some dust on high and low surfaces. Personal clutter. Books and magazines out of date, in untidy piles. Dying houseplants. Smears on surfaces.

1, 2

Generally neglected housekeeping - carpet badly vacuumed. All surfaces dusty. Cobwebs, dead insects. Dead/wilting plants. Ashtrays unemptied. Newspapers/books on floor. Dirty glasses/cups on tables.

Conference areas

9, 10

All well vacuumed. All surfaces, high and low, dust free, no cobwebs. Table surfaces well polished, no smears. Ashtrays clean. No fingerprint on doorplates, light switches, etc. Flowers well arranged.

8

Generally very good level of vacuuming and dusting. Everything tidy and well arranged.

6, 7

High level of cleanliness. Everything tidy.

3, 4, 5

Clean but with some dust on high and low surfaces. Smears on surfaces.

1,2

Generally neglected housekeeping - carpet badly vacuumed. All surfaces dusty. Cobwebs, dead insects. Dirty glasses/cups on tables.

Spa/health club/gym

9, 10

All well vacuumed. All surfaces, high and low, dust free, no cobwebs. Table surfaces well polished, no smears. No fingerprints on doorplates, light switches, etc. Flowers well arranged.

8

Generally very good level of vacuuming and dusting. Everything tidy and well arranged.

6, 7

High level of cleanliness. Everything tidy.

3, 4, 5

Clean but with some dust on high and low surfaces. Smears on surfaces.

1, 2

Generally neglected housekeeping - carpet badly vacuumed. All surfaces dusty Cobwebs, dead insects.

Public toilets

9, 10

Fastidious attention to hygiene. All surfaces gleaming. Clean, fresh smell. High level of efficiency.

8

Generally very high standard, but perhaps one or two slight lapses.

6, 7

No evidence of dust/hairs/grime. Surfaces all clean. Floor vacuumed and free from dust Slight discolouration of enamel/grout. One or two lapses.

3, 4, 5

Generally clean but lacking attention to detail - dust on low and high surfaces and in inaccessible places.

1, 2

Low standard of housekeeping - dust on all surfaces. Long term encrusted grime in inaccessible places, dirt and hairs on floor, in corners. Flooring around toilet stained smelly.

Dining areas

9, 10

High standard of cleanliness in all areas - no evidence of previous meal. Efficient vacuuming. Tables always set-up to high standard.

8

Generally high standard of cleanliness - no dust, etc. May be some clutter. Pile of menus, wine lists, etc.

6, 7

Always tidy and clean in time for beginning of meal service. Generally good standards of dusting, tidiness.

3, 4, 5

Not always at its tidiest. Bottles, glasses, menus on surfaces. Generally clean but may be some dust on high or low surfaces. Some tables remain unset during meal service. Pot plants and flowers neglected.

1, 2

Dusty, crumbs on carpet, surfaces smeared, ring marked, dead/dying flowers. Untidy piles of menus etc. scattered around. Marks, stains on tablecloths, dirty ashtrays.

Meeting/breakaway rooms

9, 10

Excellent meeting rooms, harmonious with rooms décor, lighting and furniture. More than four floor power outlet. State of art LCD, audio/visual equipment, retractable screens, internet connectivity, simultaneous translation booths. Public address system, podium etc.

8

Very good meeting rooms, harmonious with décor, lighting and furniture. Four floor power outlet. Good quality LCD audio/visual equipment, retractable screens, internet connectivity, simultaneous translation booths. Public address system, podium etc.

6, 7

Good meeting rooms, harmonious with décor lighting and furniture. Wall power outlet quality LCD, audio/visual equipment, internet connectivity, public address system, podium etc.

3, 4, 5

Meeting rooms, uncoordinated décor, lighting and furniture. Few power outlets. Poor audio/visual equipment, flip charts. Public address system. Podium etc.

1, 2

Meeting rooms, no décor, poor lighting and furniture. No power outlet. Micro-phone.

C. Food and Beverage

If restaurants are outsourced, they should still be graded if they are part of the establishment premises. If take-away meals are offered as a "room service" (i.e. menus of external take away operators are provided in the rooms), room service requirements will still apply.

Criteria

Score

Description

Breakfast presentation

9, 10

Cold buffet neatly set out, attractive containers. May opt for plated cold courses, preferably refrigerator counter. Good range of hot and cold food. Preferably plated main course and eggs cooked to order include local dish on the menu.

8

Smaller items on buffet or fewer cold courses. Less attention to detail. Smaller range of cooked items, include local dish on the menu.

6, 7

Standard range of cold courses. Limited range of choice for cooked items. Some choice available.

3, 4, 5

Only basic breakfast and limited choice for cold and hot courses.

1, 2

Badly presented. Dull combination. No choice.

Breakfast quality

9, 10

High quality fresh ingredients (where appropriate) and a sufficient selection available. Local specialty foods and unusual dishes. Selection of breads and pastries.

8

High quality ingredients. Perhaps lower skill in execution, but noticeable attempt to provide high quality and some unusual items. Eggs cooked to order (on request).

6, 7

All ingredients of good quality - competent cooking, but no unusual or sophisticated dishes.

3, 4, 5

Low quality ingredients not well cooked.

1, 2

Low quality ingredients, badly cooked.

Breakfast service

9, 10

Cheerful friendly, polite, well-trained staff. A cheerful meet and greet. High standard of personal cleanliness. Prompt and efficient service. Correct cutlery and glasses supplied. Dirties to be cleaned and top-ups noted. Excellent menu knowledge.

8

Well-motivated staff that shows evidence of aspiring to excellent standard, but may fall a little short and who could benefit from more training.

6, 7

Willingness to be helpful and attentive. More enthusiastic than polished, but trying to do their best. Would benefit from further training.

3, 4, 5

Low skills but basically pleasant. Informality bordering on inefficiency - not really interested, but responds in reasonably helpful way to requests. Conversely well skilled and trained but lacking social skills - arrogant, insensitive.

1, 2

Surly, indifferent, poorly skilled staff. Slow service. No professionalism or interest.

Dinner/Other meals presentation excellent menu knowledge

9, 10

Well laid out on appropriate plate with attractive and appropriate garnish. Pleasing combination of colours, textures, and shapes. Attention to care and execution with attention on visual appeal. Carvery to be attended and rehabilitated. Buffet replenished/refreshed.

8

Obvious care and attention to detail with visual effect but perhaps not with the highest degree of skill. Tendency to standardise garnish.

6, 7

Attractive arrangement and garnish. Neat arrangement on plate.

3, 4, 5

No real attempt to enhance appearance. No variety of colours/textures. No careful arrangement. Some drying out of food, wrinkled skin on sauce. Not particularly hot.

1, 2

Badly presented. No garnish. Dull combination. Lukewarm.

Dinner/Other meals quality

9, 10

Skilful use of finest, fresh (where appropriate) ingredients. Could be simple style but with great attention to detail and quality. Everything prepared to the right degree. Good balance on menu with something for most tastes.

8

Evidence of aiming for highest quality but may not quite reach top level of execution. High quality fresh (where appropriate) ingredients.

6, 7

Maybe a mixture of fresh ingredients (where appropriate) and high quality prepared meals. Obvious care and attention paid to preparation but perhaps domestic in style.

3, 4, 5

Low quality food or inexpertly prepared. Not very appetising but edible.

1, 2

Lowest quality ingredients, poorly prepared. Burnt, dried out, over salted. Unappetising. Inedible.

Dinner/Other meals service

9, 10

Cheerful friendly, polite, well-trained staff. Well-informed about food and wine. High standard of personal cleanliness. Prompt and efficient service. Correct cutlery and glasses supplied for each meal. Good timing on courses and drinks. Any further needs responded to. Room trolley provided.

8

Well-motivated staff that shows evidence of aspiring to excellent standard, with good menu knowledge but may fall a little short and who could benefit from more training.

6, 7

Willingness to be helpful and attentive. More enthusiastic than polished, but trying to do their best. Would benefit from further training.

3, 4, 5

Low skills but basically pleasant. Informality bordering on inefficiency - not really interested, but responds in reasonably helpful way to requests. Conversely well skilled and trained but lacking social skills - arrogant, insensitive.

1, 2

Surly, indifferent, poorly skilled staff. Slow service. No professionalism or interest.

Room service

9, 10

High standard of promptness and efficiency. Telephone answered promptly. Order delivered with minimal delay. Attentive manner. Orders correct - no items wrong or missing. Appropriate condiments. Attractive presentation. Cutlery and napkin provided. Dirties removed at earliest convenience. Room service trolley provided.

8

Order taken in pleasant manner. Delivered in reasonable time. Pleasant attitude. Order correct. Asked if anything else required. Tray removal procedure efficiently carried out. If outsourced a tray (table), plate, and cutlery is provided by the accommodation establishment on which the guest can place their food.

6, 7

Order taken efficiently. No undue delay. Order correct but condiments absent. Tray removal somewhat slow. If outsourced, cutlery, plates, etc. provided by the outsourced agent.

3, 4, 5

Some items on room service menu not available. Some delay in answering phone. Lengthy wait. Order partially correct, no napkin, knife and fork. Indifferent attitude. Tray not collected for several hours if able to leave outside the room.

1, 2

Long delay in answering phone. No knowledge of what is available. Room service not available until chefs come in for shift. Order wrong. No tray. Dirties never/taken long to clear away.

Room service quality

9, 10

Skilful use of finest, fresh (where appropriate) ingredients. Could be simple style but with great attention to detail and quality. Everything prepared to the right degree. Well balanced menu.

8

Evidence of aiming for highest quality but may not quite reach top level of execution. High quality fresh (where appropriate) ingredients.

6, 7

May be a mixture of fresh (where appropriate) ingredients and high quality prepared meals. Obvious care and attention paid to preparation but perhaps domestic in style.

3, 4, 5

Low quality food or inexpertly prepared. Not very appetising but edible.

1, 2

Lowest quality ingredients, poorly prepared. Burnt, dried out, over salted. Unappetising. Inedible.

Bar/Drinks presentation

9, 10

Appropriate glasses for all beverages. Beverages presented, poured and displayed appropriately - according to internationally accepted etiquette and the guest's specific request. Sufficient variety in beverage presentation. Wide variety of different glass types available as necessary. Guests asked how they would like their beverage presented.

8

Some variety in different presentation styles for beverages, but overall standard presentation techniques. Presentation good, in appropriate glasses. Wines stored and poured appropriately.

6, 7

Beverage presentation standard, yet unexciting. Overall good use of different glasses.

3, 4, 5

Limited range of different glass types. Some attempt at basic etiquette.

1, 2

Beverages presented in inappropriate glasses, tins, etc. No knowledge of basic beverage presentation etiquette.

Bar/Drinks service

9, 10

Cheerful friendly, polite, well-trained staff. Well-informed about beverage options. High standard of personal cleanliness. Prompt and efficient service. Correct glasses supplied for each beverage. Good timing on drinks. Any further needs responded to.

8

Well-motivated staff that shows evidence of aspiring to excellent standard, but may fall a little short and who could benefit from more training.

6, 7

Willingness to be helpful and attentive. More enthusiastic than polished, but trying to do their best. Would benefit from further training.

3, 4, 5

Low skills but basically pleasant. Informality bordering on inefficiency - not really interested, but responds in reasonably helpful way to requests. Conversely well skilled and trained but lacking social skills - arrogant, insensitive.

1, 2

Surly, indifferent, poorly skilled staff. Slow service. No professionalism or interest.

Bar/Drinks quality

9, 10

Knowledgeable wine advisor to assist diners with their wine choice - with knowledge of in-stock wines. Excellent variety of wines and beverages available. Wines from a variety of different cultivars available. Excellent description of wines available (verbal or written) - including year. A variety of good quality wines available by the glass. Excellent variety of beverages, liqueurs, liquor, etc. - including a variety of different brands per type of beverage.

8

Good range of wines from a variety of cultivars. Good variety of appropriate beverages - but perhaps only one brand per option. Possibly only local beverages (with limited international brands) available. Good description of wines (verbal or written).

6, 7

Wines from a number of different cultivars available but limited choice within each. Alternatively, good number of different brands within limited cultivar range. Good, standard range of beverages.

3, 4, 5

Limited range of standard wines and beverages available.

1, 2

No variety and choice in beverages - only unbranded products available.

Swimming pool drinks service

9, 10

Cheerful friendly, polite, well-trained staff. Well- informed about beverage options. High standard of personal cleanliness. Prompt and efficient service. Correct glasses supplied for each beverage. Good timing on drinks. Any further needs responded to.

8

Well-motivated staff that shows evidence of aspiring to excellent standard, but may fall a little short and who could benefit from more training.

6, 7

Willingness to be helpful and attentive. More enthusiastic than polished, but trying to do their best. Would benefit from further training.

3, 4, 5

Low skills but basically pleasant. Informality bordering on inefficiency - not really interested, but responds in reasonably helpful way to requests. Conversely well skilled and trained but lacking social skills - arrogant, insensitive.

1, 2

Surly, indifferent, poorly skilled staff. Slow service. No professionalism or interest.

D. General Service and Services

Criteria

Score

Description

Reservations

9, 10

Efficient, friendly and helpful reservation process - all details taken down correctly and checked and all necessary information given and confirmation provided or offered. Reservation completely correct on check-in.

8

Reservation dealt with promptly and friendly striving for efficient. All necessary information taken and provided. Confirmation provided or offered. One or two errors on reservation on check-in.

6, 7

Reservation dealt with reasonably well and friendly but not efficient. Only most necessary information taken and provided. Confirmation provided or offered. Some errors on reservation on check-in.

3, 4, 5

Reservation dealt with inefficiently. Only minimal information taken and provided. Many errors on reservation upon arrival. No confirmation of reservation provided/offered.

1, 2

Not possible to make a reservation or reservation process totally unfriendly and very poor. No confirmation of reservation provided/offered. No booking found on arrival.

Check-in and check-out

9, 10

Prompt, thorough check-in. Guest register provided and maintained. All necessary information given to guests - layout of property, available facilities, meal times, etc. (on request). Prompt attention. Bill correct in all details. Items explained by receptionist on request. Guests asked if they enjoyed their stay. Positive last impression. Staff well versed in all methods of payment. Online self-check-in/check-out system may be provided.

8

Efficient check-in. Perhaps not always given full information about facilities. Prompt attention. Attempt at excellence, but perhaps lacking professional polish. Cheerful, bill correct. Online self-check-in/check-out system may be provided.

6, 7

Registered, given key and directed to room. Information given. Bill correct. Staff obviously willing and trying to be helpful.

3, 4, 5

Registered. Minimal information given. Key given, no directions to room. Bill unclear (some charges not explained). Arithmetic wrong. Staff unable to explain why charges made but sort things out in time. Lack training.

1, 2

Administrative errors not proficiently rectified. Surly manner. Bill wrong and unexplained. Staff have no idea and are unwilling to assist customer. Long wait. Staff unable to cope with some forms of payment. No guest register in use.

Porter service
(Formal porterage may not apply to all hotels. Refer to minimum requirements per grade)

9, 10

Smart, helpful manner of staff readily available. Good knowledge of hotel facilities and local area.

8

Willing and friendly, and reasonably knowledgeable about most matters - willing to find out. May have other duties but endeavours to be prompt.

6, 7

Member of staff available to carry bags, though there may be some delay. Cheerful, but not necessarily skilled in dealing with matters outside hotel environment - happy to help where he/she can.

3, 4, 5

Long delay in getting bags to room. No further help or information. Responds to requests to information or help in indifferent way.

1, 2

Bags ignored and/or taken to wrong room with error not proficiently rectified. Great difficulty in finding a porter when one is required. Unforthcoming, unhelpful - clearly resents having to carry other people's bags. Not interested in helping guests.

Friendliness and attitude

9, 10

Warm friendly smile. Helpful attitude. Help with luggage and provision of information about the establishment. All establishments attempt to establish a good rapport and show willingness to please.

8

Cheerful demeanour and attitude. Guests will be shown to room and given necessary information - told to ask if anything else required.

6, 7

Pleasant appearance. Willingness to help when asked.

3, 4, 5

Neutral behaviour - no particular enthusiasm - just doing the job.

1, 2

Surly or rude behaviour. Clear indifference to guests, irritation at being asked for anything.

General efficiency

9, 10

Excellent level of efficiency. Any messages forwarded promptly. Efficient communication with other departments - summoning porter, booking restaurant table, etc.

8

Very good level of efficiency. Good responses to any requests, but guests' needs aren't anticipated.

6, 7

Good level of efficiency. All requests dealt with pleasantly.

3, 4, 5

Fair level of efficiency. Rather unwilling response to any requests.

1, 2

Poor level of efficiency. Marked reluctance to give any help.

Spa/health club/gym service

9, 10

Efficient, attentive service from smart, willing staff. Needs of guests anticipated. Polished, professional manner. Spa booking correct and on time. Assistance with gym equipment provided. Professional trainer available for assistance in gym/health club.

8

Brilliant, willing staff, helpful and attentive, though perhaps lacking the final polish. Show willingness when anything requested, though may have to go away to ask.

6, 7

Staff always present and respond helpfully when asked. Willing though could possibly benefit from further training.

3, 4, 5

Staff difficult to locate at times. Do what they are asked without enthusiasm. No rapport. Little interest.

1, 2

Surly inefficient staff - missing for long periods of time. No willingness to be helpful. Ignoring customer they are serving. Little product knowledge, no interest.

Public area service

9, 10

Efficient, attentive service from smart, willing staff. Needs of guests anticipated. Polished, professional manner. Drinks correctly served and presented.

8

Brilliant, willing staff, helpful and attentive, though perhaps lacking the final polish. Show willingness when anything requested, though may have to go away to ask.

6, 7

Staff always present and respond helpfully when asked. Willing though could possibly benefit from further training.

3, 4, 5

Staff difficult to locate at times. Do what they are asked without enthusiasm. No rapport. Little interest.

1, 2

Surly, inefficient staff - missing for long periods of time. No willingness to be helpful. Ignoring customer they are serving. Little product knowledge, no interest.

Conference area service

9, 10

Efficient, attentive service from smart, willing staff. Needs of guests anticipated. Polished, professional manner. Drinks correctly served and presented.

8

Brilliant, willing staff, helpful and attentive, though perhaps lacking the final polish. Show willingness when anything requested, though may have to go away to ask.

6, 7

Staff always present and respond helpfully when asked. Willing though could possibly benefit from further training.

3, 4, 5

Staff difficult to locate at times. Do what they are asked without enthusiasm. No rapport. Little interest.

1, 2

Surly, inefficient staff - missing for long periods of time. No willingness to be helpful. Ignoring customer they are serving. Little product knowledge, no interest.

Guest services "concierge/activities (many not apply to all hotels, refer to minimum requirements)" after services

9, 10

Excellent level of efficiency and complete attempt to assist with all reasonable services/items required and find appropriate solutions.

8

Very good level of efficiency. Good responses to any requests, but guests' needs aren't anticipated and guests requests are sometimes not fulfilled.

6, 7

Good level of efficiency. All requests dealt with pleasantly, but many requests not fulfilled.

3, 4, 5

Fair level of efficiency. Rather unwilling response to any requests and most requests not fulfilled.

1, 2

Poor level of efficiency. Marked reluctance to give any help and all requests are not fulfilled.

E. General

Criteria

Score

Description

Staff appearance

9, 10

Clean, neat, appropriate clothes. A general smart, well-groomed appearance. Through themed uniforms and/or name badges, staff clearly identified.

8

Approaching excellency, but lacking the final touch. Perhaps some items a little ill-fitting. All clothing clean. Through themed uniforms and/or name badges, staff clearly identified.

6, 7

A noticeable attempt to be smart. No stains, tears, etc. but dressed for comfort rather than smartness. Name badges.

3, 4, 5

Clothes starting to look worn, rumpled, lived in, but basically clean. Hair a bit uncontrolled. Name badges.

1, 2

Dirty, stained, frayed, holed clothes, dirty shoes. Hands and finger nails grubby. Hair unwashed and out of control. Unshaven. Smelly. Name badges.

Tourist information

9, 10

Information pack in bedrooms or in reception/lounge on immediate and surrounding area as well as accommodation specific information. Books, pamphlets on matters of local interest, leisure facilities, etc. Personally prepared information. Staff well versed on relevant tourist information. Staff willing to assist and inform tourists on the local area. High attention to personalised itineraries and personal interest in guests' information requirements.

8

As for excellent but limited range. Staff not well vested in information.

6, 7

Few pamphlets available on surrounding area. Staff able to assist but not well versed.

3, 4, 5

Limited information at reception only. Staff have very limited knowledge.

1, 2

No information, or out-of-date information. Staff unable to assist.

Access to communication

9, 10

24-hour access to external and internal communication e.g. telephone, internet, cellular networks, satellite telephone (if appropriate), etc. in bedroom or in establishment. Direct dialing available within guest rooms. Communication facilities and equipment in excellent condition. Clear and visible communication to guests on the availability of communication facilities and how to access it. Knowledgeable, friendly and prompt assistance to guests in the use of communication.

8

18-hour access to external and internal communication e.g. telephone, internet, cellular networks, satellite telephone (if appropriate), etc. in bedroom or in establishment. Direct dialing available within guest rooms. Communication facilities and equipment in good condition. Clear and visible communication to guests on the availability of communication facilities and how to access it. Friendly and helpful (but not necessarily knowledgeable) assistance to guests in the use of communication.

6, 7

Reasonable access to external and internal communication throughout the day e.g. telephone, internet, cellular network, satellite telephone (if appropriate), etc. either in bedroom or in establishment. Communication facilities and equipment in reasonable condition. Some communication to guests on the availability of communication facilities and how to access it, but inconsistent. Friendly and helpful (but not necessarily knowledgeable) assistance to guests in the use of communication.

3, 4, 5

Poor access to external and internal communication throughout the day e.g. telephone, internet, cellular network, satellite telephone (if appropriate), etc. either in bedroom or in establishment. Communication facilities and equipment in poor condition. No communication to guests on the availability of communication facilities and how to access it. No assistance to guests in the use of communication.

1, 2

No access to communication.

Back of house areas
(entire description may not apply to every establishment - use fit-for- purpose principle to grade)

9, 10

Back-of-house areas more than adequate for the needs of the hotel. Clean and tidy with gleaming surfaces. Staff facilities, including change rooms, lockers and a staff canteen provided and maintained in good condition. Kitchens (if applicable) well organised (separate areas for washing up, different food preparation areas, separate hand washing facilities for staff, etc.) and maintained in a good condition. Worktops and equipment in excellent condition. Storerooms tidy and clean. Receiving bays kept clean with entrances separate from guest entrances. Refuse area tidy and bins in good condition. Laundry equipment in good condition. Laundry kept tidy with store rooms in good condition.

8

Back-of-house areas adequate for the needs of the hotel. Clean and tidy, though with one or two lapses. Not as extensive as back-of-house areas specified above. Equipment in good condition, though not new.

6, 7

Back-of-house areas adequate for the needs of the hotel, though somewhat limited. Generally clean and tidy, but not exceptionally so. Back-of-house areas not very extensive. Equipment in sound working.

3, 4, 5

Back-of-house areas somewhat inadequate for the needs of the hotel. Not very tidy. Cleanliness not up to the required standard. Some equipment not in working condition.

1, 2

Back-of-house areas in poor condition. Untidy, not kept clean and generally inadequate for the needs of the hotel. Back-of-house areas visible to guests.

GUEST HOUSE

1. Grading Criteria Methodology

Each establishment needs to comply with the minimum criteria detailed for each accommodation category including the specified minimum criteria per star grading. Thereafter the establishment will be graded according to the criteria listed in this document.

The grading criteria have been developed based on guest expectations and cover-

A. Physical Facilities

   (i) Exterior

   (ii) Bedrooms

   (iii) Bathrooms

   (iv) Swimming Pool

   (v) Conference Facilities

   (vi) Dining Area(s)

   (vii) Spa/Gym/Health Club

   (viii) Public Areas

B. Housekeeping

C. Food and Beverage

D. General Service and Services

E. General

For some establishments, not all the criteria will apply. If particular criteria are not applicable to an establishment (e.g. conference facilities), those criteria will not be used in grading the establishment and the lack of the facility/service will not count in the overall grading score i.e. establishment will not be penalised for not having a service/facility.

The grading advisor will award a score between 1 and 10 for each criterion. The score will be based on the advisor's experience of the establishment, which will comprise a balance between quality and condition of the establishment and service levels. Grading will be undertaken on a "fit for purpose" basis, i.e. a grading advisor will determine and take into consideration the markets served by the establishment and whether facilities and services are in fitting with the needs of these markets (business, leisure traveller, family). The grading advisor will also consider whether the establishment provides a competitive service, the location and environment.

The score is defined as follows-

.

Excellent

10

.

Very good

9

.

Good

8

.

Standard

6 or 7

.

Acceptable

5

.

Poor

3 or 4

.

Unacceptable

1 or 2

Examples of excellent to very good, good, acceptable and unacceptable standards are provided in the criteria. It is important to consider that these are examples and guidelines only - the criteria provided below are not exhaustive and rather a guideline to steer the grading advisors and property owners/managers in the right direction in respect of scoring.

Required overall score for each grading band:

Grading band

What the stars mean

5-Stars
Overall score of             91% - 100%
Most items to score          9 or 10
No more than 5 items to score       8
All service elements to score       9 or 10
Number of unacceptable items       0

Spacious and luxurious accommodation throughout the establishment, matching best international standards. Impressive Interior design with quality, attention to detail, comfort and style. Flawless service in its attention to guests' needs, without being intrusive. Knowledgeable, helpful and professional staff, service excellence assured.

4-Stars
Overall score of            81% - 90%
Items to score             8 or more
No more than 5 items to score       7
All service elements to score       8, 9 or 10
Number of unacceptable items       0

A degree of luxury as well as quality in the furniture, furnishings, decor and equipment. Well designed with coordinated furnishings and decor schemes. High standard of service and guest care.

3-Stars
Overall score of             71% - 80%
Items to score             7 or more
No more than 5 items to score       6
All service elements to score       8, 9 or 10
Number of unacceptable items       0

Well decorated, with emphasis on comfort and convenience. Very good quality in the overall standard of furnishings, service and guest care.

2-Stars
Overall score of             61% - 70%
Items to score             6 or more
No more than 5 items to score       5
All service elements to score       7, 8, 9 or 10
Number of unacceptable items       2

Good quality in the overall standard of furnishings, comfortable and pleasant service and guest care. Clean, safe and comfortable surroundings in a well-maintained environment.

1-Star
Overall score of             51% - 60%
Items to score             5 or more
No more than 5 items to score       4
All service elements to score       7, 8, 9 or 10
Number of unacceptable items       3

Pleasant comforts of simple, clean and functional accommodation with an assured warm welcome. Maintenance, safety, cleanliness and comfort will be of an acceptable standard. Fair to good (acceptable/modest) quality in the overall standard of furnishings, service and guest care.

2. Minimum Requirements by Grade in Addition to Minimum Requirements for Licensing

Establishments should conform to these requirements in addition to the minimum requirements in order to obtain a particular grade.

2.1 General

Criteria

1-Star

2-Star

3-Star

4-Star

5-Star

High level of spaciousness throughout the guest house

X

X

Criteria

1-Star

2-sStar

3-Star

4-Star

5-Star

Minimum bedroom size requirements for double rooms, including bathrooms - Some account may be taken of limitations in older or historic properties

14 m²

16 m²

18 m²

20 m²

25 m²

Minimum bed sizes

Normal, single or double

Normal, single or double

Normal, single or double

¾ for single, queen for double

Double for single, king for double

The bedroom should have at least two comfortable seating chairs

X

X

If appropriate televisions must have remote control and a wide choice of channels should be provided

X

X

Individually controlled air conditioning with a remote or wall-mounted control

X

X

There should be a fridge in each room

X

X

A mini-bar service - if not permanently provided - should be available upon request

X

There should be a safe in each room

X

X

There should be a hairdryer in each room

X

X

2.3 Bathrooms

Criteria

1-Star

2-Star

3-Star

4-sStar

5-Star

Separate bath and shower or shower only. If shower only, it must be a minimum size of 1 000 x 1 000mm (some leeway may be considered for older guest houses, but all new purpose-built 5-star guest houses must have separate baths and showers or showers according to minimum size)

X

Only a shower or only a bath is acceptable

X

X

X

Separate showers must be a minimum size of 1m x 1m. Must have shower doors and not plastic curtains. The shower rose and other fittings to be of a superior nature and there needs to be space for toiletries, etc.

X

X

Bath with overhead shower permissible

X

X

X

X

Bath sheets must be provided

X

An extensive range of quality guest amenities should be available

X

For new properties twin wash hand-basins are required

X

2.4 Services

Criteria

1-Star

2-Star

3-Star

4-Star

5-Star

Porter service to be available

X

X

Guest laundry service is required

X

X

A comprehensive bedroom/bathroom turn-down service is expected to be available

X

Turn down service on request

X

2.5 Food and Beverage

Criteria

1-Star

2-Star

3-Star

4-Star

5-Star

There should be a served beverage service in the public lounge, deck or bar area

X

X

Meals to be provided on request in cases where sufficient notice has been given and there are no quality restaurants in the vicinity

X

X

Meals can be served in the room if the appropriate table and chair arrangement is provided

X

X

2.6 Social Responsibility

Criteria

1-Star

2-Star

3-Star

4-Star

A corporate social responsibility programme to be in place

X

3. Grading Criteria for Guest Houses

A. Physical Facilities

1. Exterior

Criteria

Score

Description

Signage - external to property and on grounds (take into consideration local authority by-laws on signage)

9, 10

Signs in excellent condition (like new). Attractive and blends well into the environment. Provides clear indication of location of establishment and facilities. Signs are visible during the day and at night.

8

Signs in good condition (but clearly not new). Reasonably attractive and blends reasonably with the environment. Provides indication of location of establishment and facilities. Signs are visible during the day and at night.

6, 7

Signs in reasonable condition, but clearly ageing. Inappropriate for the environment. Provides indication of location of establishment and facilities. Signs are only visible during the day.

3, 4, 5

Signs in poor condition (some letters no longer visible or difficult to read). Inappropriate for the environment. Location of establishment and facilities not clear (i.e. arrows in wrong directions or fades, etc). Signs are not even clearly visible during the day.

1, 2

No signage.

Driveway - may be tarred, well-maintained paved, gravel or any other fit for purpose surface.

9, 10

Driveway in excellent condition, with well-maintained road surfaces and excellent drainage. Accessible by all types of vehicles. Driveway width conducive to traffic moving in both directions (either by two way driveway or specific passing nodes).

8

Driveway in good condition, with maintained road surfaces and good drainage. Accessible by all types of vehicles. Driveway width conducive to traffic moving in both directions (either by two way driveway or specific passing nodes).

6, 7

Driveway in reasonable condition, but some small potholes/puddles or uneven road surfaces. Reasonable drainage. Accessible by all types of vehicles. Traffic can only move in one direction, but passing areas have been allowed for and are clearly marked.

3, 4, 5

Driveway in poor condition, with many uneven surfaces or some large potholes/puddles. However driveway is still drivable but not by all types of vehicles. Traffic can only move in one direction and no passing areas have been allowed for.

1, 2

Driveway in a terrible condition - poorly surfaced with many large potholes/puddles. Driveway is barely drivable even in a 4 x 4 vehicle.

Parking (Guest vehicles)

9, 10

Clearly marked parking bays (where appropriate to style of establishment) in a secure environment. External security lighting. Sufficient parking to be made available for guests according to Local Authority By-laws.

8

Organised (where appropriate to style of establishment) and secure parking. Marked bays where appropriate. Some external security lighting. Sufficient parking to be made available for guests according to Local Authority By-laws.

6, 7

Parking in secure environment but not necessarily organised or clearly marked. Limited external security lighting provided. Sufficient parking to be made available for guests according to Local Authority By-laws.

3, 4, 5

Little attempt to control parking. Owners/staff vehicles taking up most of the available parking space. No external lighting provided. Insufficient number of bays in relation to number of rooms.

1, 2

No parking available.

Grounds and gardens (Under control/management of the guest house)

9, 10

Evidence of systematic programme of maintenance - well tended formal gardens or attractive "natural" environment. Tidy and well-lit pathways. Attractive appearance throughout the year. No disorder or rubbish and no evidence of litter. Provision of garden furniture appropriate to the nature of the market attracted to the establishment. No clutter/disorder around service areas (if accessible/visible to guests).

8

High standards of maintenance in formal gardens. Outlying areas may be more "natural". Pleasant and tidy appearance throughout the year. No clutter/disorder around service areas (if accessible/visible to guests). Good external lighting.

6, 7

No overgrown, tangled areas (whether formal or natural garden). Immediate surrounds kept tidy and well-maintained (whether formal or natural garden). Lawns, if any, cut regularly through the season and edges trimmed. Evidence of some attempt to produce a pleasing effect with some interesting design. Uncluttered access to accommodation. Some external lighting. Clear access.

3, 4, 5

Gardens and enclosed area around establishment are kept under control. Little attempt at interesting design.

1, 2

Neglected and overgrown appearance, weeds in most areas. Rubbish and clutter visible and untidily stacked. Disorderly appearance. Poor lighting.

Appearance of buildings

9, 10

In new buildings, absence of weathering, well-maintained paintwork, an overall clean and quality look. Alternatively, in older buildings, no unsightly staining (be aware of paint finishes that on purpose have a stained look) and well-maintained paintwork or wall finishing. Visible outbuildings or annexes to be of a similar standard. External lighting. Addition of attractive architectural features (applicable to market), etc.

8

High quality paintwork and stone/brickwork though some natural weathering may be present. All areas of paintwork to be in well-maintained condition. Some additional external features to enhance appearance.

6, 7

Paintwork, windows, drains, etc. in good state of repair, though not necessarily recent. No obvious structural defects or damage. "Plain" architectural features but still appropriate to the market.

3, 4, 5

Woodwork generally in sound condition, though some areas of paint may be ageing and rather weathered. Small defects, damage, cracks, etc. No evidence of recent repairs, paintwork, etc.

1, 2

Generally neglected buildings. Obvious structural defects or damage (crumbling brickwork, cracked stone). Flaking paint, illegible signs, rotting exposed wood.

2. Bedrooms

Should establishment comprise of different types of rooms (i.e. rooms with different looking structures, or built at significantly different time periods) then grading should be completed for each type, and the average score for the sections applied.

Criteria

Score

Description

Bedding

9, 10

High quality linen (at a minimum percale, no poly-cotton), laundered and well ironed. Comfortable linen fit in relation to bed size. A good supply of pillows, cushions. Thick, weighty blankets with spares available (season and location dependent) or good quality duvet (season and location dependent) coordinated with bedroom décor and softs if no separate bedcover. Bedcovers thickly quilted or similar high quality, coordinated with bedroom decor and other soft furnishings.

8

All bed linen to be of high quality though may not be in a brand new condition - coordinated with other soft furnishings.

6, 7

Sheets well ironed, but not necessarily best quality linen. Medium quality bed covers/spreads but free from stains, holes and wear.

3, 4, 5

Linen of cheaper polyester mixture, thinning, faded. Thin pillows/duvets.

1, 2

Cheap linen with fraying edges, holes, faded. No pillows or stained pillows with holes.

Beds (refer to minimum requirements per grade)

9, 10

Bed sizes frequently larger than standard single size or king-sized bed. Bed of high quality with sound mattresses. In excellent condition. Decoration or interesting bed frames (excellent quality). If headboards, offering a degree of comfort and free from head or other stains.

8

Very good firm mattresses and sound base. Bed to be of high quality though may not be in a brand new condition. Bed frames may be of an older style, but in good condition and good quality.

6, 7

Standard domestic quality bed frames, divans and mattresses - all in sound condition. Headboards may be a simple wooden board or continental pillow.

3, 4, 5

Domestic mattresses that are well used, thin on divan base. Tendency to move or creak. No sagging, broken struts, uneven legs, wobbly headboards or sloping frames.

1, 2

Concave mattress shape with little or no resistance or bounce. Legs loose, caster/s missing, stains marks and holes. Creaking frame, sagging support.

Decoration

9, 10

High quality wall covering (paint or wallpaper). Attention to detail, thoughtful coordination of patterns, colours and textures. If plain décor then addition of high quality pictures, objects d'art, etc. although some styles require a "minimalist" approach. All work should look professional and be well executed.

8

High quality wall covering, but need not be in excellent condition. Minimal signs of wear and tear (i.e. scratches, water splashes, finger marks, etc). Room décor may range from excellent to good.

6, 7

Competent job of applying wall covering of average quality. Some pictures in good frames. Attempt to coordinate patterns and colours. No jarring mismatch of colours and styles. Décor may be some years old with some wear and tear but not damaged, scratched, torn or stained. Room decor may range from excellent/very good to good.

3, 4, 5

Ageing décor, which was only of an average quality to begin with. Amateurish application of paint/wallpaper. Little attention to detail. Plain style with no adornment. Some wear and tear.

1, 2

Low-grade materials poorly executed. Mismatch of styles and colours. Noticeable wear and tear, stains, splashes, scratches, tears, etc. Few pictures/graphics (if any) or wall hangings. Unsightly pipe work, exposed wiring. Signs of damp.

Furniture and fittings

9, 10

Excellent intrinsic quality and in excellent condition. Furniture of sound construction, attractive professional finish and detailing. Little or no sign of ageing, wear and tear or ill-use. Ample hanging space. Attractive comfortable easy seating with upholstery in excellent condition. Full, well-lined curtains with appropriate accessories, in working order. Blinds/shutters in excellent condition and of excellent quality. Curtains/blinds/shutters blocking external light. Electronic goods of excellent quality and in excellent condition.

8

High intrinsic quality of materials may show some signs of use. Alternatively new, good (as opposed to excellent) quality furniture and fittings. Curtains to be full and good quality/condition. Blinds/shutters in good condition and of good quality. Curtains/blinds/shutters blocking external light. Good quality electronic goods in good condition.

6,7

Furniture and fittings which may have been "excellent" or "very good", but through ageing, showing signs of wear and tear. Alternatively medium quality range of materials and construction in sound and useable condition. There should be no damage, stains or fraying furniture. No jarringly uncoordinated styles - all furniture to be of a broadly similar standard. Medium quality electronic goods in good working order.

3, 4, 5

Furniture of average quality and in well-used condition. Little coordination of styles, some slight damage may be apparent, but all items capable of use. Surfaces not well-maintained. Thin, short, skimpy curtains. Some stains, marks on soft fittings. Old electronic equipment but in good working order or new equipment in poor state of repair.

1, 2

Low quality materials, poor construction, damaged, marked or scratched. Uncoordinated styles. Thin, unlined curtains, stained, worn upholstery. Electronic goods: Very old, not working, components broken, badly tuned, channels not conforming to directory, etc.

Flooring
NB: In all levels there may be a high quality natural alternative to carpeting, tiles or wooden floors. In these cases the intrinsic quality and condition would be assessed, taking the style of the property into consideration.

9, 10

If fitted carpets, high quality (high percentage wool content), good thick pile and underlay, professionally laid and in pristine condition. High quality wooden or tiled/slasto flooring, professionally laid and in pristine condition with high quality occasional rugs or mats. Artistically finished cement floors of high quality and workmanship acceptable - merely painted cement floors not acceptable.

8

High quality carpet beginning to show some signs of ageing (flattening or wearing). No stains, burns or marks, etc. Alternatively carpet with higher percentage of man-made fibre but in new condition. Wooden or tiled flooring in need of buffing but with high quality rugs (if used). Artistically finished cement floors of good quality and workmanship acceptable - merely painted cement floors not acceptable.

6, 7

High quality carpet with flattening in areas of most traffic but all in sound condition - may be some small discolouration in places. Alternatively cheaper new carpet. Wooden or tiled floors a little scratched in places. Painted cement floors acceptable, if of good quality and fits with overall design.

3, 4, 5

Carpets show considerable use - flattened spots, bleaching by windows, some thinning. Unprofessional fitting - ripples, rough ill-fitting edges thin or no underlay. There should be no holes, tears, burns or other defects that render the carpet unsound. Vinyl or low quality flooring. Chipped wooden or tiled floors. Painted cement floor acceptable, but must be in reasonable condition.

1, 2

Distinct signs of wearing - visible canvas/backing fabric, patches, stains, discolouration, obvious seams. DIY fitting - gaping joints, gaps between carpet and wall. Several unmatched styles or newer carpets laid on top of damage or worn through older ones. Wooden floors that need a new coat of varnish with ageing, worn and stained rugs. Missing tiles and obvious chips. Painted cement floors in poor condition.

Ceiling/Roofing

9, 10

All types of ceiling/roofing acceptable as long as it is of excellent quality, in good condition and professionally fitted. No sagging, ceilings/beams/poles or evidence of water leakage, seeping, cracking or splitting. Professionally painted/stained/treated with no marks or stains.

8

Ceiling/roofing of good quality and professionally fitted, no sagging, ceilings/beams/poles or evidence of water leakage, seeping, cracking or splitting. Professionally painted/stained/treated.

6, 7

Competent job of ceiling/roofing application and ceiling/roofing of average quality. Paintwork/staining/treatment competently applied, although not necessarily professionally done.

3, 4, 5

Poor quality ceiling/roofing, amateurishly fitted, but no evidence of sagging or splitting. Ceilings/roofing slightly stained, paintwork/treatment poorly done.

1, 2

Poor quality ceilings/roofing sagging/splitting in places, evidence of water seepage. Stained treatment old and amateurishly done.

Functionality of floor space/layout/overall impression
(refer to minimum requirements per grade)

9, 10

A spacious, well-planned room with furniture in convenient places. Ease of access to all furniture, cupboards, wardrobes, drawers, etc. A sitting area with sufficient space to relax (if market appropriate) - could also be an outside patio area. Space to put luggage so that it does not clutter the room and obstruct access. Easy access to all facilities. TV visible from sitting area (if within the bedroom) or bed. Unrestricted view of full mirror. All plug points functionally located. No intrusive noise from other rooms or public areas.

8

Reasonably spacious room with good access to all furniture and facilities. No areas of restricted access or obstruction. Not necessary to have a separate sitting area but room must be large enough to comfortably contain an easy chair in addition to the standard bedroom furniture (if market appropriate). All plug points functionally located. No creaky boards or intrusive noise.

6, 7

Room large enough to contain all necessary furniture and to allow access to all facilities but there may be some slightly restricted areas. A chair may serve a dual purpose - easy seating and dressing table. To allow access some care may be taken in the positioning and design of furniture. Not all plug points are functionally located. To allow greater access some care may be taken in the positioning and design of furniture i.e. TV on a wall bracket. No intrusive noise from plumbing, corridor, lifts, etc.

3, 4, 5

Cluttered feel to room. Overlarge furniture for floor space. Need to move some things to get to others. Awkward opening of drawers, cupboards, wardrobes, etc. Little room for luggage. Few plug points are functionally located. Noisy plumbing, sounds from adjoining rooms, corridor or lifts.

1, 2

Furniture too large or plentiful for room. Access to most facilities restricted or awkward. No plug points or none that are functionally located. Disturbance from music, noise in public rooms or other areas.

Temperature control (dependent on energy supply and location. Refer to minimum requirements per grade)

9, 10

Thermostatically and individually controlled heating and/or cooling system capable of maintaining a comfortable room temperature. Appropriate to size and location of room. Apparatus in excellent condition.

8

Individual control by guest at all times. Ageing but excellent apparatus. Good quality and quiet wall mounted air conditioners.

6, 7

Effective heating and/or cooling provided in rooms when appropriate (under individual control). Not necessarily the most up to date system. Large, slightly noisy, wall mounted air conditioners apply here.

3, 4, 5

Free standing apparatus able of maintaining a reasonably comfortable temperature in room. Ageing appliances.

1, 2

Old low quality appliances. Heat/cold only available close to apparatus i.e. apparatus unable to maintain a comfortable temperature throughout the room.

Lighting

9, 10

Overall high standard of illumination in room. Controllable dimness/glare - through dimming switches or a number of individually controlled lights/lamps. Light sources in all appropriate places - especially for shaving, make-up, contact lenses, reading, etc. Bedside lighting control separate for each occupant. All lights and shades of high quality manufacture and in excellent order.

8

Provision of more sources of light than is strictly necessary i.e. more than just centre and bedside lights. High quality fittings, lamp bases, etc. Bedside lighting control separate for each occupant.

6, 7

More than adequate room light. Quality bedside and/or bedhead lamps with control by each occupant. Preferably further sources of light in room but not necessarily. Good blend of natural/electric light during day.

3, 4, 5

Minimum illumination in room. Restricted natural light. Fittings ageing, beginning to look scruffy.

1,2

Dim, gloomy lighting. Low quality fittings and appliances. Light in inappropriate places. Poor natural light. Hidden controls. Shades burnt, scruffy, stained, etc.

Accessories
(refer to minimum requirements per grade)

9, 10

A wide range (a minimum of 8) to be provided in-room of the following list of high quality extras for guests e.g. fruit bowl, satellite television, remote controls, books and magazines, mending kit, air freshener, insert killer/repellent/shoe polishing cloth or pad, biscuits, mineral water, sweets/mints/chocolates, tea tray with variety of teas/hot chocolate/coffees/milk, comprehensive well-presented room information, minibar, iron and ironing board, hair dryers, plug adaptors.

8

A reasonable proportion of the above (a minimum of 6) provided either in-room or upon request (good quality).

6, 7

A small selection of the above (a minimum of 4) provided either in-room or upon request (good/average quality).

3, 4, 5

Two or more items only of average quality provided either in-room or upon request.

1, 2

Two items or more only of very poor quality provided either in-room or upon request.

3. Bathrooms

Only a bath or only a shower is acceptable for all grades, although for 3-star and above, the bath/shower must be en-suite.

Criteria

Score

Description

Towelling
(refer to minimum requirements by grade)

9, 10

Full range of towel sizes - bath sheet, (additional bath towel optional), hand towel, face cloth for each guest. Provision of towelling robes on request. Thick, heavy, fluffy quality with plenty of pile. Replace daily or after each use (unless guest requests otherwise with particular reference to environmental issues).

8

Range of towels including bath sheet/towel and hand towel per guest but not quite such heavy quality as found in excellent. Changed frequently or at guest's request.

6, 7

Good quality bath and hand towels in sound condition.

3, 4, 5

Moderate quality towels, showing age. Rather thin, fraying edges, small size. Faded.

1,2

Very thin, small, scratchy, old, fraying, some holes, stained, faded. Low absorbency.

Decoration

9, 10

Highest quality wall coverings. Tiles well fitted. Grouting in excellent condition. No marks, stains, condensation damage. No peeling wallpaper or flaking paint. In excellent condition.

8

May be high quality finish but not always recent - some signs of wear but all in sound condition. Alternatively, may be recently decorated but not with the highest quality materials, though a competent and professional job.

6, 7

Not necessarily recently decorated though in sound condition and reasonable quality materials used. Some signs of wear.

3, 4, 5

Lower quality materials, ageing, and evidence of poor standard of DIY. Poor condition with some evidence of damp and marks.

1, 2

No decoration or very tired and old style. Damp/condensation marks. Cheap very low quality finish, unprofessionally applied. Sealant or grouting mouldy. For paintwork significant chipping or flaking and for wallpaper significant peeling.

Fixtures and fittings
(refer to minimum requirements by grade)

9, 10

High quality, solid, well-made fittings in excellent order and matching style. High quality finish. High quality bath of good size. Attractive shower door/screen (no shower curtain) in excellent condition if separate shower. Attractive shower screen (no shower curtain) in excellent condition if shower/bath is combined. Fixed shower head, not merely hand shower. Good-sized washbasin. Easily used, responsive controls. Hot water at all times.

8

Generally high quality fittings throughout, but not necessarily new. Good-sized bath. Shower screen or good quality curtain (if necessary to keep surrounding area free from water). All porcelain in good order - no cracks, crazing or dull finish, no stains. Matching and coordinated styles.

6, 7

Standard domestic range of bathroom fittings. Sturdy steel or acrylic bath. Bathroom may have a shower or a bath. May be showing some wear but in sound, clean condition. No small baths or undersized showers with awkward access. Hot water at all reasonable times.

3, 4, 5

Ageing fittings - dull finish to porcelain, chrome wearing off. Weak shower pressure. Intermittent hot water or at restricted hours. Fittings not matching. Out of date style or colour, well used. Rough DIY grouting/sealant. Some "module" bathrooms with very restricted space and inconvenient layout.

1, 2

Bath enamel chipped, stained, dull and cheap plastic bath that moves and creaks. Very small shower with trickle of water. Stained or mouldy grouting/sealant and cheap, thin shower curtain. Cracked washbasin or toilet. Ill-fitted, cheap plastic toilet and cover. Discoloured plastic cistern. Plastic taps, loose or broken towel rail. Evidence of cigarette burns, damage, etc.

Flooring

9, 10

Highest quality floor coverings. Tiles well fitted. Grouting in excellent condition. No marks, stains, condensation damage. Flooring well-fitted and free from stain or water damage.

8

High quality floor covering or tiles but not always recent - some signs of wear but all in sound condition. Alternatively, may be recently decorated but not with the highest quality materials, though a competent and professional job.

6, 7

Standard quality bathroom flooring. Some signs of wear but no stains or marks. Not necessarily recently decorated though in sound condition.

3, 4, 5

Lower quality materials, ageing, and evidence of poor standard of DIY. Poor condition with some evidence of damp and marks.

1, 2

Very tired and old style. Damp/condensation marks. Cheap very low quality finish, unprofessionally applied. Sealant or grouting mouldy, carpet rotting, smelly. Area around toilet discoloured, damp.

Ceiling/Roofing

9, 10

Ceiling/roofing to be of excellent quality and professionally fitted, no sagging, ceilings/beams/poles or evidence of water leakage, seeping, cracking or splitting or damp/condensation marks. Professionally painted/stained/treated with no marks or stains.

8

Ceiling/roofing of good quality and professionally fitted, no sagging, ceilings/beams/poles or evidence of water leakage, seeping, cracking or splitting or damp/condensation marks. Professionally painted/stained/treated.

6, 7

Competent job of ceiling/roofing application and ceiling/roofing of average quality. Paintwork/staining/treatment competently applied, although not necessarily professionally done. In sound condition but some evidence of damp/condensation marks.

3, 4, 5

Poor quality ceiling/roofing, amateurishly fitted, but no evidence of sagging or splitting. Ceilings/roofing slightly stained, paintwork/treatment poorly done. Some evidence of damp/condensation marks.

1, 2

Poor quality ceilings/roofing sagging/splitting in places, evidence of water seepage. Stained paintwork, paintwork/treatment old and amateurishly done. Significant evidence of damp/condensation marks.

Lighting

9, 10

Lighting effectiveness for all purposes - shaving, make-up, and contact lenses, particularly at washbasin/shaving point. Excellent quality fittings.

8

High standard of light fittings - centre, main light plus adequate shaving light, possibly supplementary lights.

6, 7

Centre light and shaving light, well positioned providing adequate light.

3, 4, 5

Dim centre light and awkwardly placed shaving light. Stark fluorescent tube on ageing fittings.

1, 2

Gloomy, badly placed, ageing, damaged light fittings.

Functionality of floor space/layout

9, 10

Conveniently laid out bathroom with easy access to all facilities. Plenty of provision for laying out toiletries and hanging up clothes, etc. A high level of spaciousness.

8

Good-sized rooms with access to all facilities. May be room for only one person at a time. No awkward corners or obstructed parts. Good space for toiletries.

6, 7

Adequate size of room for one person, but no awkward access or inconvenient position of facilities, etc. Adequate space for toiletries.

3, 4, 5

Restricted space leading to small bath or shower, small washbasin and awkward access. Limited space for toiletries.

1, 2

Very small room with facilities in separate small rooms. Very awkward access. Limited room for drying/dressing. Small washbasin, cramped access to toilet.

Accessories
(refer to minimum requirements by grade)

9, 10

High quality toilet paper (for example 2 ply). A wide range of following list of excellent quality accessories provided in the bathroom e.g. wrapped soap, shampoo, moisturiser, aftershave, cologne, shower gel, conditioner, tooth brushes, tooth paste, shower cap, toilet bags, tissues, cotton wool balls, cotton buds, etc.

8

A reasonable proportion of excellent quality items from the above list. No well-used ageing bottles, scrappy sachets or sticky containers. High quality toilet paper.

6, 7

A small range from the above, all in good condition and of good quality. Medium quality toilet paper.

3, 4, 5

Two or more items from the above list of average quality (wrapped soap or shower gel is compulsory).

1, 2

Two items or more from the above list of poor quality (wrapped soap or shower gel is compulsory).

4. Swimming Pool

If available for guest use, swimming pools should be evaluated under this section. This includes the pool itself, poolside furniture, public toilets, etc.

Criteria

Score

Description

Signage
(including warning signs)

9, 10

Signs in excellent condition. Signs easily readable. Signage fits in with the décor. Areas open and not open to guests are clearly indicated.

8

Signs in good condition (although clearly not brand new). Signs readable. Signage fits in with the décor. Areas open and not open to guests are clearly indicated.

6, 7

Signs in reasonable condition but showing some signs of ageing and decay. Not all areas open and not open to guests are clearly indicated. Signage fits in with the décor.

3, 4, 5

Signs in poor condition with clear signs of ageing and decay. Areas open and not open to guests are not indicated. Signs do not fit in with the décor of the establishment.

1, 2

No signage.

Grounds and gardens (surrounding the pool)

9, 10

Evidence of systematic programme of maintenance - well tended formal gardens or attractive "natural" environment surrounding the swimming pool. Tidy and well-lit pathways. Attractive appearance throughout the year. No disorder or rubbish and no evidence of litter. No clutter/disorder around service areas (if accessible/visible to guests).

8

High standards of maintenance in formal gardens surrounding the swimming pool. Outlying areas may be more "natural". Pleasant and tidy appearance throughout the year. No clutter/disorder around service areas (if accessible/visible to guests). Good external lighting.

6, 7

No overgrown, tangled areas (whether formal or natural garden). Immediate surrounds of swimming pool kept tidy and well-maintained (whether formal or natural garden). Lawns, if any, cut regularly through the season and edges trimmed. Evidence of some attempt to produce a pleasing effect with some interesting design. Uncluttered access to accommodation. Some external lighting. Clear access.

3, 4, 5

Gardens and enclosed area around swimming pool are kept under control. Little attempt at interesting design. Domestic disorder kept to a minimum.

1, 2

Neglected and overgrown appearance around swimming pool, weeds in most areas. Rubbish and clutter visible and untidily stacked. Disorderly appearance. Poor lighting.

Swimming pool

9, 10

Pool larger than required for the size of the guest house. Maintained in excellent condition - water clean, any leaves or insects floating in the pool removed more than once a day. Good quality water pumps to ensure sufficient circulation of water. Pool sides not stained and pool in generally excellent condition.

8

Pool larger than required for the size of the guest house. Maintained in excellent condition - water clean, any leaves or insects floating in the pool removed on a daily basis. Good quality water pumps to ensure sufficient circulation of water. Pool sides may have some stains and the pool may appear to start showing small signs of wear.

6, 7

Pool size adequate for the size of the guest house. Maintained in good condition - water clean, any leaves or insects floating in the pool removed regularly, though not every day. Pool sides starting to show signs of wear though still in good condition.

3, 4, 5

Pool smaller than required for the size of the guest house. Maintained in acceptable condition - water clean, any leaves or insects floating in the pool removed from time to time. Pool sides in acceptable condition, though showing considerable signs of wear.

1, 2

Small pool inadequate to cater for the size of the guest house. Not maintained regularly. Water not clear and leaves and insects floating in the pool. Pool sides are stained and generally in poor condition.

Pool furniture

9, 10

High degree of comfort and luxury. High quality in excellent condition. Attractive, coordinated extras. More than sufficient loungers and tables and chairs available. All chairs and loungers furnished with good quality cushions.

8

High quality furniture but not necessarily new. All in sound condition, but may have "lived- in" feel. Alternatively, more moderate quality furniture in excellent condition. Adequate number of loungers available.

6, 7

Medium to high quality of manufacture but showing some wear and tear. May be rather old but sound. Alternatively, new furniture of medium quality. Loungers available, but no cushions provided.

3, 4, 5

Uncoordinated style. Ageing seating. May show marks, sparse arrangement. Not particularly comfortable or attractive. Low quality. No loungers provided.

1, 2

Low quality, uncomfortable, ageing furniture. May show some damage - scratched, loose arms/legs. Stained or grubby upholstery. Old, jaded, unattractive. No loungers provided.

Swimming towels

9, 10

Excellent quality swimming towels provided. Towels larger than usual. Thick, heavy, fluffy quality with plenty of pile. Towels available on loungers, with extra towels available from a poolside service trolley. Towels replaced after use.

8

Excellent quality swimming towels provided, though not quite such heavy quality as found in excellent. Towels larger than usual. Towels available on loungers.

6, 7

Good quality swimming towels provided. Towels of average size. Towels available from service trolley or upon request.

3, 4, 5

Moderate quality swimming towels provided. Towels of average size or smaller. Towels rather thin and faded. Towels available upon request.

1, 2

No swimming towels provided very thin, small, scratchy, old, fraying, some holes, stained.

5. Conference Facilities

Criteria

Score

Description

Signage (Internal)

9, 10

Signs in excellent condition with clear indication of the internal layout of conference area. Signs easily readable. Signage fits in with the décor. Areas open and not open to guests are clearly indicated.

8

Signs in good condition (although clearly not brand new) with clear indication of the internal layout of conference area. Signs readable. Signage fits in with the décor. Areas open and not open to guests are clearly indicated.

6, 7

Signs in reasonable condition but showing some signs of ageing and decay. Signs provide indication of the internal layout of conference area, but not always clear. Not all areas open and not open to guests are clearly indicated. Signage fits in with the décor.

3, 4, 5

Signs in poor condition with clear signs of ageing and decay. Areas open and not open to guests are not indicated. Signs do not fit in with the décor of the establishment.

1, 2

No signage.

Decoration

9, 10

High quality wall covering in excellent condition. Evidence of coordinated design and introduction of attractive features. No evidence of ageing, wear and tear (some historical locations excepted). High quality professional finish.

8

Use of high quality materials, though not necessarily in pristine condition. Alternatively more moderate quality materials if recently decorated. Attempt to coordinate design with additional attractive features. No scratches, chips, stains, or scuffs. Professional workmanship.

6, 7

Standard "domestic" style and quality of décor, some ageing but no major wear and tear. Use of wall hangings, pictures, etc. Competent workmanship.

3, 4, 5

Moderate quality, ageing. Some slight damage, wear and tear. Old style. Amateurish application of décor. Little design input or coordination. Tired.

1, 2

Very old, faded, damaged wall covering. Evidence of damp/water penetration. Grubby marks. Evidence of neglect. Unsightly paintwork or exposed wiring.

Furniture and fittings

9, 10

High degree of comfort and functionality. High quality and in excellent condition.

8

High quality furniture but not necessarily new. All in sound condition, but may have "lived-in" feel. Alternatively, more moderate quality furniture in excellent condition. Comfortable easy seating.

6, 7

Medium to high quality of manufacture but showing some wear and tear. May be rather old but sound. Alternatively, new furniture of medium quality.

3, 4, 5

Uncoordinated style. Ageing seating. May show marks, sparse arrangement. Not particularly comfortable or attractive. Low quality.

1, 2

Low quality, uncomfortable, ageing furniture. May show some damage - scratched, loose legs. Stained or grubby upholstery. Old, jaded, unattractive.

Flooring
NB: In all levels there may be a high quality natural alternative to carpeting, tiles or wooden floors. In these cases the intrinsic quality and condition would be assessed, taking the style of the property into consideration.

9, 10

If fitted carpets, high quality (high percentage wool content), good thick pile and underlay, professionally laid and in pristine condition. High quality wooden or tiled/slasto flooring, professionally laid and in pristine condition with high quality occasional rugs or mats. Artistically finished cement floors of high quality and workmanship acceptable.

8

High quality carpet beginning to show some signs of ageing (flattening or wearing). No stains, burns or marks, etc. Alternatively carpet with higher percentage of man-made fibre but in new condition. Wooden or tiled flooring in need of buffing but with high quality rugs (if used). Artistically finished cement floors of high quality and workmanship acceptable - merely painted cement floors not acceptable.

6, 7

High quality carpet with flattening in areas of most traffic but all in sound condition - may be some small discolouration in places. Alternatively cheaper new carpet. Wooden or tiled floors a little scratched in places.

3, 4, 5

Carpets show considerable use - flattened spots, bleaching by windows, some thinning. Unprofessional fitting - ripples, rough ill-fitting edges thin or no underlay. There should be no holes, tears, burns or other defects that render the carpet unsound. Vinyl or low quality flooring. Chipped wooden or tiled floors.

1, 2

Distinct signs of wearing - visible canvas/backing fabric, patches, stains, discolouration, obvious seams. DIY fitting - gaping joints, gaps between carpet and wall. Several unmatched styles or newer carpets laid on top of damage or worn through older ones. Wooden floors that need a new coat of varnish with ageing, worn and stained rugs. Missing tiles and obvious chips.

Ceiling/Roofing

9, 10

All types of ceiling/roofing acceptable as long as it is of excellent quality, in good condition and professionally fitted. No sagging, ceilings/beams/poles or evidence of water leakage, seeping, cracking or splitting. Professionally painted/stained/treated with no marks or stains.

8

Ceiling/roofing of good quality and professionally fitted, no sagging, ceilings/beams/poles or evidence of water leakage, seeping, cracking or splitting. Professionally painted/stained/treated.

6, 7

Competent job of ceiling/roofing application and ceiling/roofing of average quality. Paintwork/staining/treatment competently applied, although not necessarily professionally done.

3, 4, 5

Poor quality ceiling/roofing, amateurishly fitted, but no evidence of sagging or splitting. Ceilings/roofing slightly stained, paintwork/treatment poorly done.

1, 2

Poor quality ceilings/roofing sagging/splitting in places, evidence of water seepage. Stained paintwork, paintwork/treatment old and amateurishly done.

Lighting

9, 10

Overall high standard of illumination giving sufficient light for all appropriate purposes but also designed for good effect. All lights of high quality manufacture and in excellent order. Lights dimmable.

8

High quality fittings with more than adequate spread illumination for practical use. Lights dimmable.

6, 7

More than minimal lighting. Medium quality fittings in sound condition. Some lights dimmable.

3, 4, 5

Enough light for practical use, but nothing more. Fittings old, ageing, discolouration. No lights are dimmable.

1, 2

Low quality fittings in poor condition - exposed, fraying wires, wobbly fittings, loose plugs. Dim, gloomy effect with dark areas. Glaring, irritating, harsh fluorescent lights with no diffuser. No lights are dimmable.

Atmosphere and ambience

9, 10

Harmonious combination of décor, lighting and furniture. Coordinated attractive effect. Spacious/functional rooms. No intrusive noise in conference rooms.

8

Good combination of décor, lighting and furniture. Limited intrusive noise in conference rooms. Reasonably spacious rooms. Coordinated décor, finishing, etc.

6, 7

Reasonable combination of décor, lighting and furniture. Some intrusive noise in conference rooms. Rooms small. Some effort towards coordinated décor, finishing, etc.

3, 4, 5

Little coordination of décor, lighting and furniture. Significant intrusive noise in conference rooms. Small rooms.

1, 2

No coordination of décor, lighting and furniture. Significant intrusive noise in conference rooms. Extremely cramped rooms.

6. Dining Area(s)

Should establishment comprise of more than one separate restaurant/dining area then grading should be completed for each, and the average score for the sections applied.

Criteria

Score

Description

Decoration

9, 10

High quality wall covering in excellent condition. Evidence of coordinated design. Interesting architectural features, artwork, objects d'art, etc. No evidence of ageing, wear and tear (some historical locations excepted). High quality professional finish.

8

Use of high quality materials, though not necessarily in pristine condition. Alternatively more moderate quality materials if recently decorated. Attempt to coordinate design with additional attractive features. No scratches, chips, stains, or scuffs. Professional workmanship.

6, 7

Standard "domestic" style and quality of décor, some ageing but no major wear and tear. Use of wall hangings, pictures, etc. Competent workmanship.

3, 4, 5

Moderate quality, ageing. Some slight damage, wear and tear. Old style. Amateurish application of décor. Little design input or coordination. Tired.

1, 2

Very old, faded, damaged wall covering. Evidence of damp/water penetration. Grubby marks. Evidence of neglect. Unsightly paintwork or exposed wiring.

Furniture and fittings

9, 10

High degree of comfort and luxury. High quality in excellent condition. Attractive, coordinated extras. Decorative, occasional pieces in main room/s and corridors. Well spaced chairs of appropriate height for tables. Coordinated design and spacious tables.

8

High quality furniture but not necessarily new. All in sound condition, but may have "lived-in" feel. Alternatively, more moderate quality furniture in excellent condition. Comfortable easy seating. May not necessarily be of the same design though coordinated. Good-sized tables.

6, 7

Medium to high quality of manufacture but showing some wear and tear. May be rather old but sound. Alternatively, new furniture of medium quality. Tables large enough for uncluttered use. May be a mix of styles and ages, but all in good order. Design may take precedence over comfort.

3, 4, 5

Uncoordinated style. Ageing seating. May show marks, sparse arrangement. Not particularly comfortable or attractive. Low quality. May be quite a mix of styles, ages, designs, shapes and heights. Tables close together.

1, 2

Low quality, uncomfortable, ageing furniture. May show some damage - scratched, loose arms/legs. Stained or grubby upholstery. Old, jaded, unattractive. Inadequate table size - cluttered and inconvenient.

Flooring
NB: In all levels there may be a high quality natural alternative to carpeting, tiles or wooden floors. In these cases the intrinsic quality and condition would be assessed, taking the style of the property into consideration.

9, 10

If fitted carpets, high quality (high percentage wool content), good thick pile and underlay, professionally laid and in pristine condition. High quality wooden or tiled/slasto flooring, professionally laid and in pristine condition with high quality occasional rugs or mats. Screed flooring acceptable if of excellent quality and fits with overall design. Artistically finished cement floors of high quality and workmanship acceptable.

8

High quality carpet beginning to show some signs of ageing (flattening or wearing). No stains, burns or marks, etc. Alternatively carpet with higher percentage of man-made fibre but in new condition. Wooden or tiled flooring in need of buffing but with high quality rugs (if used). Screed flooring acceptable if of good quality and fits with overall design. Artistically finished cement floors of high quality and workmanship acceptable - merely painted cement floors not acceptable.

6, 7

High quality carpet with flattening in areas of most traffic but all in sound condition - may be some small discolouration in places. Alternatively cheaper new carpet. Wooden or tiled floors a little scratched in places. Screed flooring acceptable if of good quality and fits with overall design - may show signs of ageing or lack of maintenance. Painted cement floors acceptable, if of good quality and fits with overall design.

3, 4, 5

Carpets show considerable use - flattened spots, bleaching by windows, some thinning. Unprofessional fitting - ripples, rough ill-fitting edges thin or no underlay. There should be no holes, tears, burns or other defects that render the carpet unsound. Vinyl or low quality flooring. Chipped wooden or tiled floors. Screed flooring acceptable if of reasonable quality (but not necessarily in good condition) and fits with overall design. Painted cement floor acceptable, but must be in reasonable condition.

1, 2