diamond guidelines dec 08

8/2/2019 Diamond Guidelines Dec 08

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2008 AAA Revised 11/2007


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I n t r o d u c t i o n

Dear Hospitality Professional,

On behalf of AAA, I am pleased to introduce to you the latest edition of the Lodging Approval Requirements &Diamond Rating Guidelines. This year marks the 30th anniversary of the AAA Diamond Ratings, as well as the 20t

anniversary of the Diamond Rating Guidelines.

Since its inception in 1902 as a federation of independent motor clubs, AAA has existed to provide information, safety

security, and peace of mind to its now more than 50 million members. AAAs services have evolved to encompassroadside assistance, insurance and financial services, safety education, and public affairs. AAA is also an undisputedleader in travel information and services.

In 1937, the first AAA field representatives were hired to inspect lodgings and restaurants, and in 1963, AAA beganassigning lodging ratings from good to outstanding. In 1977 AAAs 75th (diamond) anniversary the DiamondRating system was introduced for lodgings, with restaurants included in 1989.

In 1987, the first AAA Lodging Diamond Rating Guidelines booklet was introduced for industry review. Prior tothis date, only minimum approval requirements were printed and distributed upon request.

The new edition of the AAA Approval Requirements and Diamond Rating Guidelines was designed with twoobjectives in mind:

To ensure that our ratings program is accurate and consistent when compared to meeting the travel needs of

over 50 million AAA members. To provide hospitality professionals a valuable reference so they may be successful in achieving their goal as it

relates to AAA Approval and our proprietary Diamond Rating Process.

To that end, we feel that it is important to partner with the hospitality industry by gathering input, discussing themeaning of our ratings, and openly sharing how the Diamond Rating Process is applied at the property level. Westrongly urge property representatives to take full advantage of the information provided by AAA inspectors during anevaluation, since our experts are exposed to a wide range of properties throughout the United States, Canada, Mexicoand the Caribbean. AAA evaluates more than 32,000 accommodations, 28,000 restaurants and nearly 11,000campgrounds as key content for over 168 million copies of travel-related materials annually. AAA travel products arewide-ranging and include 26 regional TourBook guides, 11 regional CampBook guides, AAA.com including thewell-known TripTik Travel Planneras well as, numerous retail guidebooks, atlases and maps.

We look forward to your continued service on behalf of AAA members at large and appreciate your participation in

AAA programs.

Sincerely,

Michael Petrone, CECDirector/AAA Tourism Information Development

LODGING


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Section One ..................................................................................................... 1

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AAAAAA AApppprroovvaall RReeqquuiirreemmeennttss ............................................................................................ 2

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Section Two ..................................................................................................... 6

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DDiiaammoonndd RRaattiinngg GGuuiiddeelliinneess EExxtteerriioorr .............................................................................. 7

DDiiaammoonndd RRaattiinngg GGuuiiddeelliinneess PPuubblliicc AArreeaass ....................................................................... 9

DDiiaammoonndd RRaattiinngg GGuuiiddeelliinneess GGuueessttrroooomm ....................................................................... 17

DDiiaammoonndd RRaattiinngg GGuuiiddeelliinneess BBaatthhrroooomm ......................................................................... 24

TThhee AAAAAA FFoouurr aanndd FFiivvee DDiiaammoonndd RRaattiinngg ......................................................................... 30

FFoouurr aanndd FFiivvee DDiiaammoonndd SSeerrvviiccee EExxppeeccttaattiioonnss ................................................................. 30

Section Three ................................................................................................ 37

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As of August 1, 2006, lodging properties that request evaluation by AAA arecharged a nonrefundable application fee: $150 for first-time applicants and $300for repeat applicants that previously failed an evaluation or were disassociatedfrom AAA for any reason. The fee does not apply to currentlyApprovedand listedestablishments that remain in good standing.

Please do not send a payment with the initial application. On receipt of yourApplication For Evaluation, AAA will provide written notice regarding the status ofyour application and, if accepted for further consideration, an invoice for yourapplication fee. On receipt of payment, AAA will schedule your property for anunannounced evaluation within one year.

All application fees should be made in U.S. funds and are nonrefundable and willhave no bearing on the outcome of evaluations. AAA conducts propertyevaluations as a service to members, and does not guarantee that all applicantswill be Approvedand listed in member publications.

Basic listings are provided without charge to Approvedproperties.

Section One

TTTTTTTTTTTThhhhhhhhhhhheeeeeeeeeeeeDDDDDDDDDDDDiiiiiiiiiiiiaaaaaaaaaaaammmmmmmmmmmmoooooooooooonnnnnnnnnnnnddddddddddddRRRRRRRRRRRRaaaaaaaaaaaattttttttttttiiiiiiiiiiiinnnnnnnnnnnnggggggggggggPPPPPPPPPPPPrrrrrrrrrrrroooooooooooocccccccccccceeeeeeeeeeeessssssssssssssssssssssssDDeeffiinniinngg AAAAAA AApppprroovvaall RReeqquuiirreemmeennttss aanndd AAAAAA DDiiaammoonnddRRaattiinngg GGuuiiddeelliinneessIt is important to note the difference between AAA Approval Requirements and Diamond Rating Guidelines as thisconcept is often misunderstood. The evaluation process is made up of three parts: Approval Requirements, objectiveDiamond Rating Guidelines, and subjective elements based on the professional experience and training of AAAinspectors who visit over 32,000 lodgings each year.

The essential AAA Approval Requirements are common-sense qualifications that AAA members have told us areimportant to them and, similarly, that most professional operators routinely employ. All properties must first meetthis set of criteria in order to be considered for AAA Approval and Diamond Rating.

The Diamond Rating Guidelines are not rating requirements, but are components used to determine theappropriate Diamond Rating level. Diamond Rating guidelines are simply a reflection of what is typically seenthroughout the various market segments of the lodging industry. Therefore, failure to meet some of the componentslisted for the ratings categories does not necessarily preclude the achievement of that rating. During our evaluation

inspectors will assess the strengths and weaknesses of the property and assign the most appropriate rating that wilprovide the best match in meeting AAA member expectations.

Furthermore, not all of the Diamond Rating Guidelines will apply to all property types. For example: meeting roomswould not be expected at a Bed & Breakfast property, but would be essential at a convention-oriented hotel. Also, theavailability and type of swimming pool will be dictated by climatic influences and/or the property classification. AAAinspectors will only use the sections of the Diamond Rating Guidelines that are appropriate for the propertyclassification in assessing the overall Diamond Rating.

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AAA CONSIDERS ALL VALID APPLICATIONS FOR EVALUATION. To be considered a valid applicant for AAAevaluation, lodging properties must meet all of the Approval Requirements for their property category. Theseminimum requirements reflect members' basic expectations.

Prior to completing anApplication ForEvaluation (provided at:www.AAA.biz/Approved), please reviewthe requirements to verify yourproperty's eligibility to apply.Currently listed establishmentsneed not reapply, as our inspectorswill routinely conduct anevaluation of your property on acontinual basis.

Include recent and accurate pictures ofthe exterior, public areas, as well asexamples of a standard guest unit andbathroom, and return to AAA. Pleasenote that if our research indicates pastdisqualifying issues, you may be askedto provide written documentation ofthe corrective action taken since then.


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AAA does not guarantee an immediate evaluation of all properties that apply, but does guarantee a fair review of alapplications. Additionally, AAA reserves all rights to apply priority consideration to those properties demonstratingtraits that provide the highest degree of AAA member value. Through ongoing member research, AAA has developedcriteria reflecting key elements of consideration in making travel-related decisions. Some examples of AAA membevalue criteria are:

LOCATION NEWLY BUILT / RENOVATED HIGH DEGREE OF CLEANLINESS AND COMFORT APPROPRIATELY MAINTAINED CONDITIONS PRICE (willingness to provide a discount or best rate available)

Once your property is approved, it will be evaluated at least once per evaluation cycle by a AAA inspector. Alevaluations are unannounced to ensure that our inspectors see your property just as our members would see it. Theconditions noted at the time of the annual evaluation will be the basis of the decision to list or rate a property. Thisdecision is at the sole discretion of AAA. By applying for an evaluation, you agree to allow AAA to publish yourproperty information and the respective Diamond Rating in our travel publications. AAA will make everyeffort to ensure that your property is fairly represented.

If, after continued review, or up to and including the end of one year, the property is determined to be of limited AAAmember value, a letter will be sent advising that the property has been released from any further consideration.

AAAAAA AApppprroovvaall RReeqquuiirreemmeennttssAAA APPROVAL REQUIREMENTS REFLECT THE MINIMUM ACCEPTABLE CONDITIONS AS ESTABLISHEDTHROUGH MEMBER SURVEYS AND CONTINUOUS FEEDBACK.

To be AAA Approved and Diamond Rated, an establishment must meet the following requirements:

Cleanliness and Condition

1. All facilities directly associated with a property must be clean and well-maintainedthroughout.

2. At a minimum, each guest unit must be thoroughly cleaned, with complete bed and bathlinens changed between guest stays.

3. Fresh linens, maid services, and bathroom supplies must be available upon request.

Management Style of Operation

4. A property may not use AAA trademarksincluding but not limited to the AAA logo andDiamond Rating, without AAAs prior written consent.

5. The property must be appropriately located for business or leisure travel.6. The establishment must be a primarily transient operation with four or more units available for AAA members.7. The establishment must provide AAA room rates for travel publications as requested.8. The establishment must assist AAA in the resolution of member complaints.9. The establishment must accommodate unannounced AAA property evaluations within 20 minutes of notice.10.All property staff must conduct business in a professional and ethical manner providing attentive, conscientious

service to guests.11.A property must only place AAA members in AAA inspected and approved guest unitsoverflow buildings or guest

units (associated with the property but not approved by AAA) are unacceptable.12.Property management, or their representative, must be readily accessible at all times for guest needs or requests.13.Guests must have easy access to 24-hour incoming and outgoing phone service, ensuring prompt guest unit

message delivery. Emergency messages must be delivered to the guest immediately upon receipt.14.Management will readily provide property information as requested by AAA on a continual basis for the purpose o

maintaining the most accurate travel information for AAA publications.15.The establishment must be in compliance with all local, state, and federal codes.


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Exterior and Public Areas

16.Properties must have accurate, legible signage in appropriate areas.17.All facilities directly associated with a property (such as a restaurant, health club, gift shops, recreation facilities

etc.) provided for guests use must meet all appropriate AAA Approval Requirements.18.Adequate illumination is required in all public areas. This includes sufficient lighting in all corridors, walkways,

stairways, landings, parking areas, etc.

Guest Rooms

19.Each guest unit must contain a comfortable bed with a mattress pad, two sheets, two pillows with pillowcases, andan appropriate bed covering.20.Each guest unit must have a nightstand or equivalent by each bed, a chair, a writing surface, a waste container,

clothes-storage space, and clothes-hanging facilities with hangers for two guests.21.Each guest unit must have adequate shades, drapes, or blinds to cover all windows or other transparent areas to

provide the guest with privacy.22.The level of soundproofing must be adequate to muffle outside noises and normal sounds in adjacent units and

public areas.23.Each guest unit must have an active light switch at the main entry.24.Each guest unit must have good illumination at a writing surface, a sitting area, and at each bed.25.Each guest unit door must be equipped with both a primary lock and a secondary deadbolt lock.

26.Each door to connecting guest units or maintenance corridors must be equipped with a deadbolt lock.27.Each guest unit entry door must have a viewport or window convenient to the door.28.Each window overlooking a common walkway or in a ground floor unit must be equipped with a functional lock.29.Each guest unit must have an operational, single station smoke detector. Hard-wired smoke detectors are

preferred. When battery-operated detectors are used, there must be an adequate maintenance program toroutinely test and replace batteries.

Guest Bathrooms

30.Each guest unit must have its own private bathroom.

31.All bathrooms must contain a toilet, a sink with a well-lit mirror and a convenient electrical outlet, adequate shelfspace, and a tub or a shower with a non-slip surface.

32.Each bathroom must be equipped with toilet tissue, a cloth bath mat, and two bars of soap or equivalentfurthermore, each guest must be provided a bath towel, hand towel, face cloth, and a drinking tumbler.

33.All toilet area surfaces (floors, walls, baseboards, etc.) must be non-porous to facilitate proper sanitation. (Forexample, carpeting is not acceptable in the toilet area.)

A primary lock is defined as a device that permits a guest to enter a unit using some form of key and allowsthe door to be locked while the unit is occupied and when the guest leaves the unit. Passkeys assigned to

appropriate staff members will function to operate only these locks.A secondary lock is defined as a mortised, deadbolt-locking device with a throw that extends at least oneinch from the edge of the door into the door frame. This permits a guest an extra measure of securityagainst any unwanted intrusions. Unlike the primary lock, deadbolt master keys will not be provided to guestsor to staff. Master key systems will be acceptable when the emergency master key is onlyavailable to top management and security personnel.

Secondary Lock VariancesIn certain instances, the requirement for secondary locks may be modified to meet a variety of exceptions. The mostcommon are noted below. AAA claims the right of final arbitrator in all decisions of this nature.

Sliding Glass Doors Each sliding door must be equipped with an effective locking device. A secondary security lockis required on all ground floor doors and those which are accessible from common walkways and adjoining balconies.

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


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The AAA Evaluation and Diamond Rating Process primarily consists of three parts:

First, all establishments must meet AAA Approval Requirements and be determined to provide member value. Thisvalidation is conducted through a combined process of applications, inspections, referrals, and media research.

If a property is presumed to qualify, one of our inspectors will visit and observe the curbside appeal, exterior, andother factors pertaining to the basic foundation of the establishment. This preliminary review will verify that thisproperty clearly exhibits characteristics that would appeal to AAA members.

If satisfied, our representative will contact the owner, general manager, or property designee for a brief interviewThis interview is an extremely important part of the evaluation, as factual data is gathered for inclusion into our traveinformation inventory with potential use in AAAs worldwide printed and electronic publications. This session alsogives the property representative a chance to advise AAA of any plans for improvement that may be forthcoming.

Following the interview, the inspector will tour the establishment with the property representative to assess the AAAApproval Requirements& Diamond Rating Guidelines. The tour will include an evaluation of all public areas anda cross section of rooms. The inspector will discuss both strengths and weaknesses of the property as it relates to ouGuidelines. This dialogue is unique to the AAA Diamond Rating Process and is a valuable resource to any

property.

The overall evaluation process will include the review of six key areas:

Cleanliness and condition

All establishments must be clean, comfortable, and well-maintained. The inspector willevaluate the overall condition of the property to determine if the property meets aboveaverage standards and should be considered for a Diamond Rating.

INTRODUCTION,INTERVIEW

PROPERTY TOUR AND PRACTICAL APPLICATION OF THEAPPROVAL REQUIREMENTS AND DIAMOND RATING GUIDELINES

ASSESSMENT SUMMARY

CLEANLINESS AND CONDITION

MANAGEMENT AND STAFF

EXTERIOR,GROUNDS, AND PUBLIC AREAS

GUESTROOM DCOR,AMBIANCE, AND AMENITIES

BATHROOMS

GUEST SERVICES(if applicable)


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Management and staff

Properties will receive a mark of Pass or Fail based on the manner of interaction with allproperty representatives. The inspector will be evaluating the overall level of hospitalityprofessionalism, and deportment. It is critical to receive a passing mark to be considered for aDiamond Rating.

Exterior, grounds, and public areas

This area is assigned a specific rating overall based on the components listed under theapplicable Diamond Rating Guidelines section. Varying weights are applied based on theclassification of the property. For example, the exterior, grounds, and public areas at aresort carry more weight than at a downtown hotel.

Guestroom dcor, ambiance, and amenities

This area is assigned a specific rating overall based on the components listed under theapplicable Diamond Rating Guidelines section. Varying weights are applied based on theclassification of the property. For example, the room dcor, ambiance, and amenities at ahotel carry more weight than at an outdoor vacation resort.

Bathrooms

This area is assigned a specific rating overall based on the components listed under theapplicable Diamond Rating Guidelines section. Weights remain relatively the same regardlessof classification.

Guest services

A high level of guest services is the hallmark of the coveted AAA Four and Five DiamondRatings. All properties must first match the physical guidelines respective of the Four or FiveDiamond levels to qualify for a series of anonymous visits by AAA inspectors. Our overnighthospitality assessment includes a review of twelve critical areas and measures approximately

300 guest interaction points. All properties must achieve at least a Four Diamond Rating inguest services to be considered for a Four Diamond Rating overall; similarly, a property must achieve a Five DiamondRating in guest services to be considered for a Five Diamond Rating overall.

THE ACHIEVEMENT OF A AAA DIAMOND RATING MEANS THAT AN ESTABLISHMENT IS ONE OFAN EXCLUSIVE GROUP THAT HAS SUCCESSFULLY COMPLETED THIS THOROUGH EVALUATIONPROCESS.

If a property is approved, the inspector will assign, or recommend, a Diamond Rating or FYI designation asappropriate based on conditions that exist at the time of the evaluation. The inspector will provide the propertyrepresentative a written summary of the evaluation, including the rating decision. The frequency of subsequent AAAevaluations varies slightly, depending on the classification and the assigned rating of each establishment.


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Section Two

TTTTTTTTTTTThhhhhhhhhhhheeeeeeeeeeeeDDDDDDDDDDDDiiiiiiiiiiiiaaaaaaaaaaaammmmmmmmmmmmoooooooooooonnnnnnnnnnnnddddddddddddRRRRRRRRRRRRaaaaaaaaaaaattttttttttttiiiiiiiiiiiinnnnnnnnnnnnggggggggggggGGGGGGGGGGGGuuuuuuuuuuuuiiiiiiiiiiiiddddddddddddeeeeeeeeeeeelllllllllllliiiiiiiiiiiinnnnnnnnnnnneeeeeeeeeeeessssssssssssAAA DIAMOND RATINGS REPRESENT A COMBINATION OF THE OVERALL QUALITY, THE RANGE OFFACILITIES, AND THE LEVEL OF HOSPITALITY OFFERED BY A PROPERTY. These widely recognized andtrusted symbols help AAA members choose lodgings that will meet their needs and expectations.

AAA inspectors are responsible for determining a propertys Diamond Rating based on established standards that aredeveloped with input from our trained professionals, AAA members, and various lodging industry professionals.

AAA's Diamond Rating Guidelines indicate what is typically found at each rating level. However, the size, age, andoverall appeal of an establishment are also considered, as well as regional architectural style and design. Diamondsare assigned based on the average of all property characteristics, with a focus on overall guest impression rather thanon individual elements. Therefore, not meeting a guideline (in one area) may not necessarily affect the overalDiamond Rating.

The final factor in determining the Diamond Rating for a property is professional judgment, which is a very importantpart of the rating assessment. Our inspectors are North Americas travel experts based upon ongoing training andexperience in conducting more than 32,000 lodging evaluations per year.

WWhhaatt tthhee DDiiaammoonndd RRaattiinnggss MMeeaannOne Diamond

These establishments typically appeal to the budget-minded traveler. They provide essential, no-frillsaccommodations. They meet the basic requirements pertaining to comfort, cleanliness, and hospitality.

Two Diamond

These establishments appeal to the traveler seeking more than the basic accommodations. There aremodest enhancements to the overall physical attributes, design elements, and amenities of the facility -

typically at a moderate price.

Three Diamond

These establishments appeal to the traveler with comprehensive needs. Properties are multifaceted with adistinguished style, including marked upgrades in the quality of physical attributes, amenities, and level of

comfort provided.

Four Diamond

These establishments are upscale in all areas. Accommodations are progressively more refined and stylish.The physical attributes reflect an obvious enhanced level of quality throughout. The fundamental hallmarksat this level include an extensive array of amenities combined with a high degree of hospitality, service, and

attention to detail.

Five Diamond

These establishments reflect the characteristics of the ultimate in luxury and sophistication.Accommodations are first class. The physical attributes are extraordinary in every manner. The

fundamental hallmarks at this level are to meticulously serve and exceed all guest expectations whilemaintaining an impeccable standard of excellence. Many personalized services and amenities enhance an

unmatched level of comfort.


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GLOSSARY:Climate controlled Heat, ventilation and/or air conditioning and cooling.Dated Marked by features of the past; showing the effects of long use or wear; unfashionable.Form The essence of design or configuration.Function The action for which something is fundamentally fitted or purposed.Plus When you see this term used (such as 2D, plus), it means that the rating includes the boldedelements of the previous columns in addition to elements of the current column.Residential Of, or relating to, or connected with, residential style; invokes a personal presence of home.

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EXTERIOR

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Economy Mid-Scale Mid-Scale Plus Upscale Ultra-Luxury

GENERAL CURBAPPEAL

The combinationof all exterior

elementsimparts a basicor dated style;Limitedcoordination indesign; Limitedquantity andvariety ofappointments;Overall, conveysan unadornedcurb appeal

The exteriorelementsare

moderatelyenhanced (ascompared tobasic) inquantity,function, and/orvariety, with anincreasedcoordination indesign; Overall,conveys amodestlyenhanced curbappeal

The exteriorelements are

obviouslyenhanced andarewell-coordinated forform, function,andseasonality;Some areashave aresidentialfeel; Overall,conveys a veryattractive curbappeal

3D, plus:The combination

of all exteriorelements issubstantial,impressive, well-integrated, andimparts anexcellent level ofcurb appealwhich is upscalein style

4D, plus:The combination

of all exteriorelementsimparts anextraordinaryand luxuriousfeel;Appointmentsare unique andcontribute to anelegant level ofcurb appeal

Landscaping Limited quantityand variety oflandscaping; Basicdesign

Enhanced quantity,function, andvariety oflandscaping;Coordinated design

Variouslandscapefeatures arewell-coordinated forform, function,and seasonality;An ample quantityand variety ofplants areintegrated withbuildings,walkways,

parking lots,courtyards,gardens, etc.

3D, plus:Excellent variety ofmature plants;Obviouslyprofessionallyplanned andmanicured

4D, plus:Elegant andextensive varietyof landscaping,with meticulousattention to detailin placement andcare


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EXTERIOR







Building Structure;Design

Basic or dated instyle

Modestenhancements to

form and functionvia roofing,windows, siding, orsome otherarchitecturalfeature(s)

Significantlyenhanced in form

and functionwith someresidentialappointments,such as:enhanced roofs,intricatemoldings,windowtreatments,balconies,chimneys, etc.

3D, plus:Obviously

upscale

4D, plus:Extraordinary with

uniquearchitecturalfeatures

Main Entrance No drive-throughcovered entry

Drive-throughcovered entry;Limited capacity(one-car width)

2D, plus:Increased capacity

(two-car width);Structure isdecorative

3D, plus:Oversized

capacity (two-car width anddepth); Upscaledesign andappointments

4D, plus:Elegant design an

appointments

Parking Varied surfaces;Illumination isadequate

1D, plus:Paved andmarked areas

2D, plus:Lighting is well-positioned, frommultiple sources,and provides agood level ofoverallillumination

3D, plus:Lighting fixturesreflect upscalecharacteristicswith respect tothe design of theproperty

Valet parking uponrequest or someother upgradedfeature, such as:covered/indoorparking, shuttleservice, orevidence of addedsecurity

4D, plus:Valet parking isautomatic


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GENERAL DCORSTYLE

Predominantlybasic or datedstyle with limited

coordination ofappointmentsthat provide anadequate level ofcomfort

Increasedcoordination ofappointments

combined withmodestenhancementsto function,design elements,room size,and/or amenitiesthat provide anenhanced levelof comfort

Predominantlyresidentialstyle withdecorativeappointmentsthat areattractive, well-coordinated forform andfunction, andprovide anobvious degreeof comfort

3D, plus:Predominantlyupscale style

that providesan exceptionaldegree ofcomfort

4D, plus:Predominantlyelegant style

with luxurious,unique, andartisticappointments

Floor Coverings Basic material,such as: linoleum,painted concrete,or low density pilecarpet withpadding thatprovides little or nocomfort underfoot(floor feels hard)

Enhanced

material, such as:wood laminatesand vinyl, ormedium densitypile carpet withpadding thatprovides averagecomfortunderfoot

2D, plus:

Wood laminates orcarpetwithenhanced design,such as:patterns,textures, orinlays; Decorativetile (ceramic,stone, concrete,terra cotta, etc.);Hard surfacedfloors havedecorative arearugs asappropriate

3D, plus:

High gradewood, marble,granite, or otherupscale stonefloors, or highdensity pilecarpet withpadding thatprovidesexceptionalcomfortunderfoot

4D, plus:

Custom inlays ortexturedenhancements thaprovide an overalldesign that isobviously elegantand unique; Arearugs are luxuriousand unique


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Wall Coveringsincluding

Interior Corridors(if applicable)

Walls are of basicmaterial and

design, such as:cinder block with aplain paint finish,standard gradewood, prefabmodular laminatepaneling, orwallpaper

Wall treatmentsare modestly

enhanced, suchas: drywall withbasic paint finishor plain vinylcoverings; Rubberor vinylbaseboards

Decorative walltreatments, such

as: drywall withtextured andpainted finish,decorative vinylcoverings, orselect gradewood/stone;Chair rails andcarpetedbaseboards

3D, plus:At least one

significant upscaledesignenhancement,such as: accentwall(s),furniture-finishwood paneling,soft wallcoverings, ceilingtrim,architecturalfeature,wainscot, etc.;Woodbaseboards

4D, plus:Wall finishes are o

the highest gradematerials;Accented withmultiple luxuriousdesignenhancements

Ventilation Climate controlled Climate controlled Climate controlled Climate controlled

Exterior Corridors(if applicable)

Building structureand design is basicor dated in style

Weatherappropriate(Providesprotection andcomfort withrespect toclimaticelements);Building structureshows modestenhancements to

design andfunction viaroofing, windows,siding, or someother architecturalfeature(s)

2D, plus:Building structureand design issignificantlyenhanced in formand functionwithsomeresidentialappointments,such as:enhanced roofs,

moldings,windowtreatments, etc.

3D, plus:Buildingstructure anddesign isobviouslyupscale

4D, plus:Extraordinary withuniquearchitecturalfeatures

Landscaping(Relating to

Exterior Corridors)

Limited quantityand variety oflandscaping; Basicdesign

Enhancedquantity, function,and variety oflandscaping;Coordinated design

Variouslandscapefeatures arewell-coordinated forform, function,and seasonality;An ample quantity

and variety ofplants areintegrated withbuildings,walkways,parking lots,courtyards,gardens, etc.

3D, plus:Excellent variety ofmature plants;Obviouslyprofessionallyplanned andmanicured

4D, plus:Elegant andextensive varietyof landscaping,with meticulousattention to detailin placement andcare


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Wall Hangings/Decorative

Enhancements

Poster(s) orcommercial

artwork with thin,un-enhancedwood, metal, orplastic frame(s)

Matted artwork(common or

commercial) inenhanced frame(s)or other decorativeappointments

Variety of mattedand framed or

unframed canvasartwork (variedsizes andscenes) or otherappointmentsthat provide adistinctive orthematic upscaleappeal

4D, plus:Variety of styles

and accent piecessuch as: limitededition prints,canvas art,tapestries, orlithographs withenhanced mattingand preservationframes, assortedartisan pieces orsculptures, floraldisplays or plants

Ceilings Basic material anddesign, such as:

drop tile, concrete,or standard gradewood


material anddesign, such as:enhanced droptile, painteddrywall, popcornfinish, sandtextured concrete,etc.

Predominant useof decorative

elements topainted drywall,such as: anadvancedtextured finish(knockdown,orange peel,comb, slapbrush, etc.) orselect gradewood/stone

3D, plus:One architectural

or design feature,such as: treys,beams,medallions,vaulted/volume,murals/stencils,tin tiles orskylights, ceilingfans, specialeffect lighting,etc.

4D, plus:Multiple

architectural ordesign features

Illumination Basic lightingfixtures thatprovide anadequate level ofoverall illumination

Lighting fixturesare modestlyenhanced in style,positioning, andfunction toprovide a goodlevel of overallillumination

2D, plus:Lighting fixturesare decorative and

well-coordinatedfor form andfunction

3D, plus:Lighting fixturesreflect upscaledesignand providean excellent levelof overallillumination

4D, plus:Custom lightingfixtures ofoutstanding qualitprovide a uniqueillumination effect

Signage Basic design inlimited locationsthroughout theproperty

Modestly enhanceddesign inappropriatelyplaced locationsthroughout theproperty

2D, plus:Decorativeenhancements indesign

3D, plus:Upscale design inample locations

4D, plus:Custom designcreatively placedfor a unique effect


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Lobby/Registration Area

Obviouslyrestricted by size

and/or placementof appointments;Basic counterregistration withlimited or noseating capacity

Modest restrictionsdue to size and/or

placement ofappointments;Seatingarrangement forone small group,such as: a sofaand two arm chairs

No restrictions, asplacement of

appointments iswell-proportionedto area size;Expanded seatingarrangementaccommodatingtwo small groups;Placement ofappointments iswell-proportionedto area size andtraffic flow

Area size andplacement of

appointmentsprovide an obviousdegree ofspaciousnessallowing increasedease of movementfor many guests;Multipleconversationalgroupings,including one ormore privacyareas; Identifiableguest service areaand bell stand

Area size andplacement of

appointmentsprovide a freeflowing abundanceof space thatcontributes to theultimate level ofcomfort andrelaxation formany guests;Identifiableconcierge area

Furniture If available,predominantlybasic materials,such as: particleboard, laminate, orvinyl finishes;Dated styles withlimitedcoordination;Provides anadequate level ofcomfort

An increased levelof coordination;Modestenhancements inmaterials, design,and function;Provides anenhanced level ofcomfort

Decorative andwell-coordinatedfor form andfunction; Overallconstruction anddesign reflectscurrent industrytrends, such as:Melamine resins,solid wood trim, orupgraded laminatefinishes; Providesan obvious degreeof comfort

3D, plus:Modern orantique upscalestyle andmaterials, suchas: solid wood,polished metals,leather, designerfabric, veneerfinishes withsolid woodaccents,laminate insets,etc.; Provides anexceptionaldegree ofcomfort

4D, plus:Luxurious, uniqueand elegantcustom design andworkmanship

Ice,Vending,

Sundries & Shops

Ice machine(s)available

Multiple sealedice machines

2D, plus:Located in arecessed area

3D, plus:Convenientlylocated andappropriatelysoundproofed

Specialized servicedelivery or in-roomhonor bar

Vendingmachine(s)available

Basic hygieneamenities, suchas:toothbrush/paste,razors,

mouthwash,shower caps,combs, etc.,available at thefront desk or invending machine

Dedicated sundryarea offering avariety ofmerchandise, suchas: health and

beauty needs,food, beverage,and readingmaterials

Upscale gift shop Variety of first-class shops


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Business Center Personalcomputer, with

Internet access,available in lobbyfor guests use

Dedicated openarea (out of traffic

pattern) withdesk and chair,to include atleast threebusiness-relateditems, such as:PC, printer,copier, faxmachine,supplies, etc.

3D, plus:Well-appointed,

enclosed area;Multi-guestcapability withcomprehensiveoffice supplies

4D, plus:Luxurious

surroundingsinclude the latestbusinesstechnology;Professionallystaffed area

Elevator Elevator isavailable forguests' use inmulti-story

buildings

2D, plus:Primarilydedicated toguests use;

Promptresponse, quickmoving, andspacious; Elevatorincludes decorativeappointments;Landing includes alimited (four)amount ofdecorativefurnishings, suchas: tables, lamps,phone, artwork,chair, mirror,flowers, etc., andis recessed fromthe lobby andguestroomcorridors

3D, plus:Multipleelevators includeupscale

appointments;Landings include avariety of upscalefurnishings(five), such as:sofa table,lamps/wallsconce, phone,artwork, chair,coffee table,mirror,flowers/plants,etc.;Additionalservice elevatoris available forstaffs use

4D, plus:Elevator cabshave dual callbutton panels;

landings areelegant withluxurious, unique,and artisticappointments

Miscellaneous Artificial or liveplants in limitedlocations

Good variety of liveplants or artificialfloralarrangements usedas appropriate fordecorative accentsthroughout theproperty

Abundant varietyof live plants, silk,or dried floralarrangements usedas appropriate toenhance anupscale themethroughout theproperty

Garden-freshcondition,outstanding varietof live plants andflowers that areuniquely arrangedto provide aluxurious appealthroughout theproperty


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Economy Mid-Scale Mid-Scale Plus Upscale Ultra-LuxuryMiscellaneous

(contd) Limited (washerand dryer only)

coin-operatedlaundry facilities

Expanded coin-operated laundry

facilities, such as:multiple machines,vending supplies,folding table, etc.or valet laundry

Valet laundryand pressing

available

4D, plus:Personalized

services available,such as: one hourpressing,shoeshine, tailorinor alterations, etc

Luggage cartsavailable

2D, plus:Designenhancements,such as: solidconstruction,larger, smoothtracking wheels,and bumperguards

3D, plus:Upscale designenhancements,such as: brass ormetal finish,carpeted base, andmultiple hangingcapabilities.Luggage assistance

available uponrequest

Luggage assistancupon arrival isautomatic

Meeting Rooms Private meetingroom available;Basic audiovisualequipmentavailable, such as:projectors,microphones,television, soundsystem, etc.

Expanded meetingspace withdecorativeappointments;Increased varietyof audiovisualequipmentavailable, such as:dropdownprojector andscreen, smartlectern, controllinglights and surroundsound, multi-casting, wirelesscommunication,etc.; Someconferenceservices available,such as: planningassistance,catering, and mosttechnology needs

A variety ofmeeting rooms,such as:ballroom,boardroom,theatre, and/ormeeting roomsof various sizes,with upscaleappointments; Allaudiovisualequipment isstate-of-the-art;Full conferenceservicesavailableincluding on-siteprofessionalconferenceplanner andtechnical support

4D, plus:Luxuriouslyappointed, first-class facilities;Custom conferencservices


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Food & Beverage:

Restaurant(if applicable)

One full-service

outlet or foodcourt(comparable to aone diamondrestaurant) onsite:

2D, plus:

(comparable to atwo diamondrestaurant);Lounge or bar area

Upscale, full-

servicerestaurant(comparable to athree diamondrestaurant);Separate loungeor bar area;Room serviceavailable forbreakfast, lunch,and dinner

4D, plus: Multiple

outlets (at leastone is comparableto a four diamondrestaurant); Roomservice available24/7

OR

OR

OR

Breakfast Area

ExpandedContinental Atminimum, two items ineach of the followingcategories: juice,coffee, fresh fruits, lowsugar breads, sweetbreads, and cerealswith milk.

Standard

continentalbreakfast(minimum: juice,pastry, and hotbeverage) isserved in adedicated areawith modestrestrictions due tosize and/orplacement ofappointments;Limited seating isavailable

Expanded

continentalbreakfast, or more,is served in adedicated area thatis distinctlyseparate from thelobby traffic;Appointments arewell-proportionedto area size,with appropriateseating for the sizeof theestablishment;Television

RecreationalFacilities:

Swimming Pool

Pool area with alimited amount offurniture of basicor mixed styles;Property locationdeterminesseasonalavailability

Weatherappropriate pool(usable at leastnine monthsannually); Area iswell-appointedwith a good varietyof decorative,comfortable poolfurniture; Hot tubor whirlpool spa

3D, plus:Pool area reflectsthe use of upscalebuilding materialsand design, with avariety of poolfurniture; Hot tubor whirlpool spa,steam room, orsauna; Food andbeverage serviceis availablepoolside

4D, plus:Pool area is ofelegant design,with uniqueappointments,such as:sculptures,waterfalls/featuresexotic plants andgardens, stone/tilesurfaces withdesigner inlays,etc.; Outstandingvariety of luxurioufurniture;Cabanas; Full-timeprofessionalattendant is onduty


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Spa Full spa servicesavailable

Full spa onsite

Exercise Room Two pieces ofequipment on sitein a designatedroom

2D, plus:Three or morepieces ofequipment; Roomis enhanced withat least threepurposefulappointments,such as:mirrored walls,television, watercooler,bathroom,towels, clock,

scales, etc.

3D, plus:Five or morepieces ofstate-of-the-artequipment,including cardioand weighttrainingcapability

4D, plus:Ten or more pieceof equipment;Luxurious healthclub environment;dressing areaincludes: lockersshowers, andrestrooms; Full-time professionalattendant is onduty; In-roomexercise equipmenavailable

AdditionalFacilities/Programs

(Golf, tennis,boating, horsebackriding, childrens

activities,babysitting, etc.)

Multiplefacilities/programs onsite;Some with off-site privileges

3D, plus:Arrangementsare made for off-site services

4D, plus:First-classfacilities/programs withcustom conciergeservices provided

Restrooms One unisex Separate gender

restrooms in aconvenientlocation (Ifproperty hasexpandedmeetingfacilities, thenadditionalrestrooms areavailable inproportion)

3D, plus:

Upscaleappointments

4D, plus:

First-class withluxuriousappointments


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GUESTROOM







GENERAL DCORSTYLE

Predominantlybasic or datedstyle with limitedcoordination ofappointmentsthat provide anadequate level ofcomfort

Increasedcoordination ofappointmentscombined withmodestenhancementsto function,design elements,room size,and/or amenitiesthatprovide anenhanced levelof comfort

Predominantlyresidential

stylewithdecorativeappointmentsthat areattractive,well-coordinated forform andfunction thatprovide anobvious degreeof comfort

3D, plus:Predominantlyupscale stylethat providesan exceptionaldegree ofcomfort

4D, plus:Predominantlyelegant stylewith luxurious,unique, andartisticappointments

Free Floor Space Obviouslyrestricted by sizeand/or placementof appointments;however, providesguest an adequatelevel of comfort

Modest restrictionsdue to size and/orplacement ofappointments

No restrictions, asplacement ofappointments iswell-proportionedto room size

Room size andplacement ofappointmentsprovide an obviousdegree ofspaciousness,allowing increasedease of movementfor multiple guests

Room size andplacement ofappointmentsprovide a freeflowing abundanceof space thatcontributes to theultimate level ofcomfort andrelaxation formultiple guests


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GUESTROOM







Floor Coverings Basic material,such as: linoleum

or low density pilecarpet withpadding thatprovides little or nocomfort underfoot(floor feels hard)

Enhanced material,such as: wood

laminates andvinyl, or mediumdensity pilecarpet withpadding thatprovides averagecomfortunderfoot

2D, plus:Wood laminates or

carpet withenhanceddesign, such as:patterns,textures, orinlays; Decorativetile (ceramic,stone, concrete,terra cotta, etc.);Hard surfacedfloors havedecorative arearugs asappropriate

3D, plus:High grade

wood, marble,granite, or otherupscale stonefloors,or highdensity pilecarpet withpadding thatprovidesexceptionalcomfortunderfoot

4D, plus:Custom inlays or

texturedenhancements thaprovide an overalldesign that isobviously elegantand unique; Arearugs are luxuriousand unique

Wall Coverings Basic material anddesign, such as:cinder block with aplain paint finish,standard gradewood, prefabmodular laminatepaneling, orwallpaper

Wall treatmentsare modestlyenhanced, suchas: drywall withbasic paint finishor plain vinylcoverings; Rubberor vinylbaseboards

Decorative walltreatments, suchas: drywall withtextured andpainted finish,decorative vinylcoverings, orselect gradewood/stone;Carpetedbaseboards

3D, plus:At least onesignificant upscaledesignenhancement,such as: accentwall(s),furniture-finishwood paneling,soft wallcoverings,ceiling trim,architecturalfeature,wainscot, chair

rails, etc.; Woodbaseboards

4D, plus:Wall finishes are othe highest gradematerials;Accented withmultiple luxuriousdesignenhancements


Enhancements

Poster(s) orcommercialartwork with thin,un-enhancedwood, metal, orplastic frame(s)

Matted and framedartwork (commonor commercial) inenhanced frame(s)or other decorativeappointments

Variety ofmatted andframed artwork(varied sizes andscenes) or otherappointmentsthat provide adistinctive orthematic upscaleappeal

4D, plus:Variety of stylesand accent piecessuch as: limitededition prints,canvas art,tapestries, orlithographs withenhanced mattingand preservationframes, assortedartisan pieces or

sculptures, floraldisplays or plants


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GUESTROOM







Ceilings Basic material anddesign, such as:

drop tile, concrete,or standard gradewood


material anddesign, such as:enhanced drop tile,painted drywall,popcorn finish,sand texturedconcrete, etc.

Predominant useof decorative

enhancements topainted drywall,such as: anadvancedtextured finish(knockdown,orange peel,comb, slapbrush, etc.) orselect gradewood/stone

3D, plus:One architectural

or design feature,such as: treys,beams,medallions,vaulted/volume,murals/stencils,tin tiles orskylights, ceilingfans, specialeffect lighting,etc.

4D, plus:Multiple

architectural ordesign features

Window Coverings Basic drapes,blinds, or shadesoffering limited

blackout effectfrom the sun oroutside lightsources

1D, plus:Full blackouteffect

2D, plus:Two designenhancements,

such as: blinds,shutters, sheers,fabric sidepanels, valance,glass treatment,cornice, etc.,provides aprofessionaldesign effect

3D, plus:Three or moredesign

enhancements

4D, plus:Elaborate,luxurious, and

unique visual effec

Bed No headboard-or- headboardand mattress areof basic materials

and plain design(vinyl flat top);Box spring or bedbase

Headboard andmattress are ofmodestlyenhanced

material anddesign (quilted,soft top); Boxspring or bedbase

2D, plus:Decorativeheadboard

Upscaleheadboard, bedbase andmattress which

includes acomfortenhancement,such as: pillowtop, memoryfoam padding,adjustablecomfort level,etc.

4D, plus:Elaborate,luxurious, andunique visual

appeal

Bedding Bed coverings areof basic style;Bed linens are ofcommon blendsand thread counts

(sheer, coarse totouch); Pillows areof a standardgrade (thinPolyester batting)

Bed coveringsare quilted ormodestlyenhanced instyle; Bed linens

are of average(180-250)thread count,closely wovenand smooth totouch; Pillowsare of anenhanced grade(thick ClusterFiber)

2D, plus:Two accentfeatures, such as:comforter, duvet,dust ruffles, bed

throw/scarf,multiple pillows,accent pillows/shams or triplesheeting

Bed coveringsinclude three ormore accentfeatures (see3D); Bed linens

are of increasedthread count(>250), tightlywoven, crisp, andvery soft to thetouch; Pillows areof an upscalegrade, such as:down or feather

4D, plus: 300 threadcount bed linens(Egyptian cotton,satin, silk or

similar) provide asuper soft, silk-likfeel; Choice ofpillow fills, suchas: silk, wool,cashmere,premium foams,latex or goosedown, etc., isprovided


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GUESTROOM







Clothes StorageHang Space

Open wall-mounted clothes

rack with simplewire or non-detachablehangers

Semi-enclosedarea with

detachable wood,plastic, or heavymetal hangers

Fully-enclosedwith at least six

open-hook woodor heavy gauge,sculpturedplastic matchinghangers;Somewith skirt or panthangingattachments;Closet depth is22 inches ( atminimum) andcan enclose fulllength apparel

3D, plus:At least eight

hangers

4D, plus:At least ten

hangers (two ofwhich are satin orsimilar); One ormore designerfeatures, such as:drawers, shelves,shoe rack, walk-incapability, etc.;Closet isilluminated

Additional

Storage Space

Open clothes

storage space

Multiple

encloseddrawers; Totalstorage spacecanaccommodatethe needs of twoor more guests

2D, plus:

Sufficient space forone piece ofluggage, such as:folding metal rack,bench, or credenzatop

3D, plus:

Sufficient spacefor two pieces ofluggage(upgradedwooden racks ordesigner-stylebenches); Totalstorage space canaccommodate theneeds of three ormore guests

4D, plus:

Total storage spaccan accommodatethe needs of fouror more guests

IlluminationTwo or more well-positioned basiclighting fixtures;Provide an

adequate level ofoverall illumination

Three or morelighting fixtures;Modestly enhancedin style,

positioning, andfunction; Provide agood level ofoverall illumination

Four or morewell-positionedlighting fixtures;Decorative and

well-coordinatedfor form andfunction; Provide agood level ofoverall illuminationat each location

3D, plus:Predominantlyfreestandingfixtures of upscaledesign; Provide anexcellent level ofoverall illumination

4D, plus:Custom lightingfixtures ofoutstanding

quality; Customfunction(s), suchas: dimmers, poinlighting, multipleswitches, and/ornatural lightsources; Provide aunique illuminatioeffect

FurniturePredominantlybasic materials,such as: particleboard,pressboard,laminate, orvinyl finishes;Dated styles withlimitedcoordination;Provides anadequate level ofcomfort

1D, plus:An increased levelof coordination;Modestenhancements inmaterials, design,and function;Provides anenhanced level ofcomfort

Predominantlyfreestanding;Decorative andwell-coordinatedfor form andfunction; Overallconstruction anddesign reflectscurrent industrytrends, such as:Melamine resins,solid wood trim, orupgraded laminatefinishes; Providesan obvious degreeof comfort

3D, plus:Modern orantique upscalestyle andmaterials, suchas: solid wood,polished metals,leather, designerfabric, veneerfinishes withsolid woodaccents,laminate insets,etc.; Provides anexceptionaldegree ofcomfort

4D, plus:Luxurious, uniqueand elegantcustom design andworkmanship


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GUESTROOM







Seating One chair(typically placed as

part of a duplex,triplex, or tasktable)

1D, plus:Additional seating

for one guest;Vinyl or fabricupholstery

Comfortableseating for two

guests toinclude deskchair with armsand partialupholstery, suchas: vinyl, leather,or fabric; Plusone additionalfully upholsteredeasy/loungechair that ispositioned fortelevisionviewing

3D, plus:Comfortable

seating for threeguests; Upscalematerials anddesign in anexpandedsetting, such as:a loveseat, sofa,or oversizedchair withottoman

4D, plus:Luxurious

materials anddesign; Additionalfurniture pieces,such as: endtables, coffee oroccasional tables

Work Space/Writing Surface

Items stored on awriting surface

decrease the availableworking space. Awriting surface is

judged, in part, on thebasis of available

space.

Duplex, triplex, orsmall task tablethat providesadequate workspace (e.g.,enough space for alaptop computerand an 8x10 inchreference materialitem)

Desk or mediumtask table thatprovides goodwork space (e.g.,enough space for alaptop computerand two 8x10 inchreference materialitems)

Desk or large tasktable that providesvery good workspace (e.g.,enough space for alaptop computerand three 8x10inch referencematerial items);One electricaloutlet (not in use)convenientlyplaced at the desk

Large desk thatprovides amplework space (e.g.,enough space fora laptopcomputer, three8x10 inchreferencematerial items,and a portableprinter); Multipleelectrical outlets(not in use)convenientlyplaced at the

desk

4D, plus:Desktopenhancements,such as: deskblotter, pull-outwriting surface,stationery, andother officesupplies

Ventilation Heat and/or airconditioningavailable on aseasonal basis asneeded; Windowstyle air-conditioning units

1D, plus:Convenientlylocated through-wall units

2D, plus:Heat and airconditioningavailable ondemand; Modern,quiet, with easilyaccessible controlsin each guestroom

Heat and airconditioningavailable ondemand; Centralsystem withthermostat control

4D, plus:Digital thermostatcontrol

Telephone Touch-tonetelephone

1D, plus:Message light ontelephone

2D, plus:Voice messaging

3D, plus:Multipletelephones; Two-

line telephone orseparateInternetcapability

4D, plus:Cordlesstelephone;

Expanded phonefeatures, such as:pre-programmeddialing keys,speaker capabilitypersonalizeddisplay orvoicemail


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GUESTROOM







Internet Dial-up capability High-speed access(cable or wireless)

available in somerooms

High-speed cableaccess available in

all rooms

High-speedwireless access

available in allrooms

4D, plus:Available in some

public areas of theproperty

Television Typeand Placement

CRT (Cathode RayTube)

LCD (Liquid CrystalDisplay)

SED (Surface-

conductor Electron-emitter Display)

Standard CRT TV(curved screen);Wall-mounted;Limited viewingangles; Basiccable

1D, plus:Standard CRT TV(curved screen)with remotecontrol; Locatedon credenza,dresser, or otherfurniture piecewithout a swivelbase; Limitedviewing angles;Channel

directory

2D, plus: 25 inch screenswith portable fullfunction remotecontrol; Withswivel/pull-outbase; Multipleviewing angles;Multipletelevisions insuites; ExpandedCable channel

selection (atleast 35channels); Plusone additionalfeature, such as:free moviechannel, pay-per-view moviechannels, videogames, etc.

3D, plus: 25 inch FlatScreen CRT orFlat Panel TV(such as: LCD,Plasma, SED,etc.);Located oncredenza,dresser, or on/inother furniturepiece with aswivel/pull-out

base or wallmounted;Cablesand cords arehidden from view

4D, plus:Custom, decorativenhancement(e.g., framing,mantle placementremote enclosure,mirrored screen,etc.); High-definition channelsavailable

Other Electronics Clock Standard clockradio

2D, plus:Decorativedesign

3D, plus:Digital display

DVD player (in lieuof pay-per- viewmovies)

4D, plus:CD player with atleast one CD

selection; MP3docking station;Surround soundaudio

DVD Player; DVDlibrary available


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GUESTROOM







Guest Information Local telephonedirectory

1D, plus:Local Business

flyers (food,attractions,transportation,etc.); Notepad andpencil

2D, plus:Guest-service

directory;Complimentarydaily newspaperavailable;Notepad and pen

3D, plus:Enhanced guest-

service directory infolder, binder, ordigital format;Complimentarydaily newspaperdelivered to room;Additionalreadingmaterials, suchas: magazines,books, etc.;Upgradedstationerypackage(envelopes,postcards,

writing paper)

4D, plus:Uniquely appointe

guest-servicedirectory in folderbinder or digitalformat; In-roomcomfort menuproviding exercisespa, butler, orother personalizedservices;Assortment ofcomplimentarydaily newspapersavailable fordelivery to room

Comfort Basic ice bucket(polystyrene foam,plastic, cardboard,etc.) withdisposable cups

Plastic ice bucketwith lid anddisposable cups

Iron & board

available

Full-length mirror

Insulated plasticice bucket with lidand disposablecups

Full-size iron and

boardRefrigeratoravailable

Microwave ovenavailable

Extra pillows andblanketsavailable

In-room safe

Coffee makerand supplies,

including teabags

Framed orbeveled full-length mirror

Ice bucket with lidof upscale design,such as: insulatedand padded vinyl,acrylic or metal;Glass tumblers

3D, plus:In-room snacks,mini bar, or arefrigerator thatcan be customstocked uponrequest

In-room safethat is largeenough for astandard 12

laptop computer

Ice bucket ofluxurious design,such as: designerglass, silver,brushed or glossymetal finish, ringsor handles, etc.;Selection ofglassware; Icetongs

4D, plus:Two robes; Twopairs of slippers

Umbrella

In-room comfortmenu providingexercise, spa,butler, or otherpersonalizedservices


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BATHROOM







GENERAL DCOR

STYLE

Predominantlybasic or datedstyle with limitedcoordination ofappointmentsthat provide anadequate level ofcomfort

Increasedcoordination ofappointments,combined withmodestenhancements tofunction, designelements, roomsize, and/oramenities thatprovide anenhanced levelof comfort

Predominantlyresidentialstylewithdecorativeappointmentsthat areattractive,well-coordinated forform andfunction thatprovide anobvious degreeof comfort

3D, plus:Predominantlyupscale stylethat providesan excellentdegree ofcomfort

4D, plus:Predominantlyelegant stylewith luxurious,unique, andartisticappointments

Free Floor Space Obviouslyrestricted by sizeand/or placementof appointments;however, providesguest an adequatelevel of comfort

Modest restrictionsdue to size and/orplacement ofappointments

No restrictions, asplacement ofappointments iswell-proportionedto room size

Room size andplacement ofappointmentsprovide an obviousdegree ofspaciousness,allowing increasedease of movementfor multiple guests

Room size andplacement ofappointmentsprovide a freeflowing abundanceof space thatcontributes to theultimate level ofcomfort andrelaxation formultiple guests

Floor Coverings Basic material,such as: linoleum,painted concrete,plain resin, orpoured compositesurface

Vinyl or ceramictile

Decorative tile(ceramic, stone,concrete, terracotta, etc.)

Marble, granite,or other upscalestone floors;Area rug(s) asappropriate

4D, plus:Custom inlays ortexturedenhancementsprovide an overalldesign that isobviously elegantand unique


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BATHROOM







Wall Coverings Basic material anddesign, such as:

cinder block with aplain paint finish,standard gradewood, prefabmodular laminatepaneling, datedceramic tile orwallpaper

Wall treatmentsare modestly

enhanced, such as:drywall with basicpaint finish or plainvinyl coverings;Rubber, vinyl, orceramic tilebaseboards

Decorative walltreatments, such

as: drywall withtextured andpainted finish,decorative vinylcoverings, orselect gradewood/stone;Wood ordecorativeceramic tilebaseboards

3D, plus:At least one

significant upscaledesignenhancement,such as: accentwall(s),furniture-finishwood paneling,soft wallcoverings, ceilingtrim,architecturalfeature,wainscot, etc.;Wood or high-end stonebaseboards

4D, plus:Wall finishes are o

the highest gradematerials;Accented withmultiple luxuriousdesignenhancements


Enhancements

Matted andframed artworkor otherappointmentsthat provide adistinctive orthematic upscaleappeal

4D, plus:Variety of stylesand accent piecessuch as: limitededition prints,canvas art,tapestries, orlithographs withenhanced mattingand preservationframes, assortedartisan pieces orsculptures, floral

displays or plants

Ceilings Basic material anddesign, such as:drop tile, concrete,or standard gradewood

Modestenhancements tomaterial anddesign, such as:enhanced drop tile,painted drywall,popcorn finish,sand texturedconcrete, etc.

Predominant useof decorativeenhancements topainted drywall,such as: anadvancedtextured finish(knockdown,orange peel,comb, slapbrush, etc.) orselect gradewood/stone

3D, plus:One architecturalor design feature,such as: treys,beams,moldings,medallions,raised/vaulted/volume,murals/stencils,tin or skylights,ceiling fans,special effect

lighting, etc.

4D, plus:Multiplearchitectural ordesign features


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BATHROOM







Tub Basicrectangular

style, size (4ft. length and14 in. depth) andmaterials(fiberglass,acrylic, orporcelain onsteel); Simpledesign (straightsided)

1D, plus:Modest design

enhancement

2D, plus:Decoratively

enhanced indesign, oraugmented forcomfort or function

Enhancements tosize (>4 ft.

length and>14 in. depth),design, and/orstyle, such as:oval, round, orfree form

4D, plus:Obvious

enhancements incomfort, design,function, and/ormaterial, such as:larger, two personcapability,contoured backs,built-in lumbarback support,water jets,enamel-coatedcast iron, naturalmarble, stone, orother designerfeatures

Shower If separate fromtub (or showeronly), base is ofbasic material(metal orfiberglass) and ofplain design

Basic square size(9 sq. ft.)

1D, plus:If separate fromtub (or showeronly), base is ofenhanced material(acrylic or ceramictile)

Modestenhancement todesign -or-irregular shape(rectangular,rounded corner orneo angle)

If separate fromtub (or showeronly), base isdecorative ceramictile, culturedmarble/granite, orpoured acrylic

Very good size(>9 sq. ft.)

If separate fromtub (or showeronly), base is ofupscale material,such as: marble,granite, stone, orporcelain tiles.

Oversized(>12 sq. ft.)

4D, plus:Separate showerstall in addition tothe tub; base is ofoutstandingmaterial andartistic design,such as: marble,granite, stone, orporcelain tiles withcomplementaryinlays ortreatments

Tub/ShowerSurround

Fiberglass or metal Acrylic or ceramictile

Acrylic withenhancements forcomfort, style, orfunction -or-decorative ceramictile or other solidsurface, such as:culturedmarble/granite,poured acrylic,etc.)

Marble, granite,stone, or porcelaintiles; Enhancedsolid surface; Tuband showerheight soapdishes

4D, plus:Luxurious materiaand artistic designsuch as: marble,granite, stone, orporcelain tiles withcomplementaryinlays ortreatments;Seating isintegrated intodesign

ShowerCurtain/DoorLightweight vinylcurtain Heavyweight vinylcurtain or plexi-

glass door withaluminum frame

Decorative vinyl,polyester, or nyloncurtains withcurved shower rod;-or- lightweightglass door withaluminum frame;-or- effectivedoor-less design

3D, plus:Double curtains-or- heavyweightglass doorwith/without metalframe

4D, plus:Fixed doorenclosure (framedor frameless);Enhanced (etchedfrosted, embossedtinted, etc.) glass


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BATHROOM







Shower Fixtures Traditional, singlefunction shower

head

Multiple settingshower head

Multiple settingshower head with

metal finish

Enhanced style, ofmodern design,

fixed shower head

Custom waterfeatures, such as:

body jets, hand-held sprayers,multiple showerheads, rainshowers, or gentleflowenvironmentallyfriendly features

Toilet Two-piece,round; Basic style

1D, plus:Enhanced style

Two-piece,elongated; Basicstyle

3D, plus:Enhanced styleor function

4D, plus:Distinct toilet-onlyarea; Enclosed orsemi-enclosed

Vanity Area Sizeand Location(includes: Sink,

Counter/Shelf Space,Mirror, Cabinetry and

Fixtures)

Combined withtoilet areawithinan enclosedspace that isrestricted by sizeand/or placementof appointments

1D, plus:Modest restrictionsdue to size and/orplacement ofappointments

OR

If vanity area isseparate from thetoilet area, it ispositioned in plainview of theguestroom

2D, plus:No restrictions, asplacement ofappointments arewell-proportionedto room size

OR

If vanity area isseparate from thetoilet area, it ispositioned inrestricted viewfrom the rest of

the guestroom

3D, plus:Vanity is well-integrated into theoverall scheme ofthe bathroom forconvenience andcomfort; Roomsize and placementof appointmentsprovide an obviousdegree ofspaciousness,allowing increasedease of movementfor multiple guests

4D, plus:Room size andplacement ofappointmentsprovide a freeflowing abundanceof space thatcontributes to theultimate level ofcomfort andrelaxation formultiple guests

Sink Wall-mounted,basic style,porcelain

Standard self-rimming porcelainor porcelain onsteel

Seamless (Pouredacrylic or culturedmarble/granite/quartz) -or-Under-mountedporcelain orporcelain on steel

Porcelain orporcelain on steel,with an upscalecounterenhancement,such as: wallfaucets orupscale counter-mounted faucets

4D, plus:Multiple sinks ofornate design,such as: abovecounter vessel orpedestal -or- ofdesigner materialssuch as: glass,stainless steel,vitreous china,enameled castiron, fireclay,brass, nickel,

copper, marble, oreitherreal/syntheticstone


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BATHROOM







AvailableCounter/Shelf

Space

Small size (3 sq. ft.)mirror

2D, plus:Beveled ordecorativelyframed mirror

Large (3 ft. x 5ft.) mirror withan upscale frame

4D, plus:Artistic designenhancement

Cabinetry Skirting partiallyconceals plumbing

Enhanced skirtingconceals plumbing

Upscale,furniture-finished skirting

4D, plus:Elaborate designfeatures,cabinetry, multipleshelving, and/ordrawers

Illumination Basic design andfunction, such as:bulb and cover;Provide anadequate level ofoverall illumination

Modest designenhancements,such as: box/eggcrate style orenhanced glasscover; Provide agood level of

overall illumination

Decorative, well-coordinated forform andfunction;Multiple bulbsand coversprovide a good

level of overallillumination

3D, plus:Upscale design;Multiplelocations;Illuminatedshower; Providean excellent level

of overallillumination ateach location

4D, plus:Designer fixtures;Customfunction(s), suchas: dimmers, poinlighting, multipleswitches, and/or

natural lightsources; Provide aunique illuminatioeffect

Other Fixtures Standardfunction; Basicmaterials of plaindesign

1D, plus:Modest designenhancements

2D, plus:Metal withdecorative finishes,such as: chrome,pewter, brass,nickel, gold, etc.

Upscale designenhancements,such as: satin orenamel finishes,two or moremetalcombinations,embossing, etc.

4D, plus:Designer materialsand style; Uniqueappointments

Towels Basic,lightweight;Rough to touch;Limp feel; Lowabsorbency;Displayed oncaddies

1D, plus:Modestenhancements indesign; Displayedon bars and/orshelves

Medium weight;Soft to touch;Mediumabsorbency

Heavyweight;Plush to touch;Firm, self-supporting feel;Premium cottonwith highabsorbency

4D, plus:Generous sizedtowels or bathsheets; Luxuriousappearance, withintricate anddetailedenhancements todesign


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BATHROOM







Personal Care Two small (< oz.) bars of soap(or equivalent)

Two medium (

oz.) bars of soap(or equivalent);one packet orbottled item;modestpresentation

Four-piece

personal carepackage, includes:one large ( 1oz.) and onemedium ( oz.)bars of soap (orequivalent); two( oz.) bottleditems; Decorativepresentation;Additionalamenities (suchas: toothpaste/brush, comb,sewing kit,

mouthwash,etc.) areavailable onsite

3D, plus:

Seven-piecepersonal carepackage; Toiletriesare enhanced byfragrance, naturalsupplement,packaging, etc.;Includes: two large( 1oz.) bars ofsoap (orequivalent), three( 1 oz.) bottleditems, and twoadditional items;Upscalepresentation;Freestandingsoap dish at sink

4D, plus:

Ten-piece personacare package ofdesigner/spatoiletries; Amplesized ( 1 oz.)bars of soap andbottled items (1oz.); Uniquepresentation

Facial tissues 1D, plus:Wall-mounted withchrome covers

Facial tissues insetin vanity (nochrome)

Facial tissuesfreestanding indecorativecontainer

4D, plus:Custom designedcontainer

Wall-mounted hairdryer

Freestandinghair dryer;Makeup mirror

4D, plus:Illuminatedmakeup mirror;Scale; vanityseating

Other Night-light 3D, plus:Landline orcordlesstelephoneavailable

4D, plus:Television


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TThhee AAAAAA FFoouurr aanndd FFiivvee DDiiaammoonndd RRaattiinnggThese prestigious ratings are achieved by less than four percent of all Approved propertiestypically the mostluxurious and pampering properties throughout North America. Less than one third of one percent of lodgingsreceives the Five Diamond Rating while approximately three and one half percent receives the Four DiamondRating. Establishments must consistently reflect upscale and extraordinary characteristics (respectively) in bothphysical attributes and level of guest services.

If the AAA inspector determines that your establishment meets our Four or Five Diamond Guidelines, the property wilnext be scheduled for an anonymous hospitality evaluation. Only the Four and Five Diamond evaluations incorporatea review of twelve critical service areas and measure over 300 guest interaction points into the overall rating. Inaddition, all Five Diamond Rating recommendations are forwarded to AAAs Five Diamond Committee for furthereview. Once the committees assessment is concluded, the establishment will be advised in writing of the outcome.

FFoouurr aanndd FFiivvee DDiiaammoonndd SSeerrvviiccee EExxppeeccttaattiioonnss

IN ADDITION TO THE FOLLOWING GUEST SERVICE INTERACTION POINTS, each section is assessed asubjective point value based on the overall levels of competency, refinement, and hospitality.

1. Reservation Services

ReservationServices

ServiceLevel

5D 4DX X Accepted 24 hours, either at property or through a central reservation system

X X Operator answers phone promptly within three rings

X X Operator provides a warm and sincere greeting

X X Reservationist thanks caller for contacting the property

X X Reservationist provides an introduction

X X Reservationist asks for caller's name

X Reservationist addresses caller by name prior to closing

X Reservationist anticipates caller's needs or offers a personalized recommendation

X X Reservationist provides rate structure and room availability

X X Reservationist provides an overview of facilities and services

X Reservationist exhibits competent knowledge of all associated facilities and hours of operation

X X Reservationist collects registration information

X X Reservationist explains deposit and cancellation policies

X X Reservationist explains unusual payment options

X X Reservationist reviews reservation request

X Reservationist exhibits a sincere desire and compliance to all guest requestsX X Reservationist provides confirmation number or contact's name

X Reservationist is efficient yet unhurried and sensitive to the manner of the guest

X X Reservationist provides a warm and sincere thank you to guest for calling

X Operator addresses guest by name during closing

X X The guest feels well served

X Property offers follow-up reservation confirmation to guest in advance of arrival


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2. Arrival Services

ArrivalServices

ServiceLevel

5D 4DX Cars in queue are acknowledged and directed as appropriate upon arrival

X X Uniformed attendant promptly opens the car door

X X Attendant provides a warm and sincere welcome greeting

X X Attendant makes a proper introductionX X Attendant inquires about the guest's name

X Attendant uses guests name at least once prior to closing

X X Attendant explains parking procedure

X Valet parking is automatic

X X Attendant promptly unloads luggage

X X Attendant explains luggage handling procedure

X X Attendant provides direction to registration area

X Attendant anticipates guest's needs or offers a personalized recommendation

X Attendant is efficient yet unhurried and sensitive to the manner of the guest

X Attendant exhibits a sincere desire and compliance to all guest requests

X Attendant escorts guest to appropriate area

X X Attendant provides a warm and sincere closing

X Attendant addresses guest by name during closing


X Lobby greeters are available to escort guest to appropriate area

3. Check In Services

CheckInServices

ServiceLevel

5D 4DX X Attendant provides a warm and sincere greeting; recognizes guest appropriately

X X Attendant inquires about guest's name

X Attendant addresses guest by name during initial greeting without inquiry

X Attendant uses guests name at least once prior to closing

X Staff associate acknowledges (with a warm and welcoming greeting) guests waiting in line

X X Registered guests are not asked for duplicate information

X X Attendant confirms rate and type of room

X X Attendant provides room number discreetly

X Attendant places all registration materials into the guest's hand

X Attendant exhibits a sincere desire and compliance to all guest requests

X Attendant anticipates guests needs or offers a personalized recommendation

X Attendant is efficient yet unhurried and sensitive to the manner of the guest

X X Attendant arranges escort of guest and belongings to room

X Attendant provides introduction to escort

X X Attendant provides a warm and sincere closing

X Attendant addresses guest by name during closing



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4. Bell Services (Check In)

BellServices

(CheckIn)

ServiceLevel

5D 4DX X Escort provides a warm and sincere greeting

X Escort uses guest's name at least once prior to closing

X X Escort is able to provide information about facilities when asked

X Escort takes the initiative in providing information about all facilitiesX Escort anticipates guest's needs or offers a personal recommendation

X Escort exhibits a sincere desire and compliance to all guest requests

X X Escort places luggage on luggage stand or in appropriate area

X X Escort explains features and functions of room

X X Escort offers to fill ice bucket

X X Escort is efficient yet unhurried and sensitive to the manner of the guest

X X Escort provides a warm and sincere closing

X Escort addresses guest by name during closing


5. Evening Housekeeping Services

EveningHousekeepingServices

ServiceLevel

5D 4DX Evening housekeeping service is automatic

X Attendant folds back or removes bedspread

X Attendant turns up pillows

X Attendant straightens bathroom

X Attendant re-points tissues

X Attendant cleans soiled surfaces

X Attendant replaces or straightens (Green Program) used towels

X Attendant replenishes used amenities

X Attendant empties wastebasket

X Attendant adjusts drapes

X Attendant adjusts room lighting

X Attendant delivers gift amenity, such as: goodnight wish, chocolates, etc.

X Attendant refreshes ice

X Attendant replaces used glasses

X Attendant displays evening services, such as: robe on bed, laundry, shoeshine, etc.

X Attendant leaves personalized message for guest

X There is additional evidence of personalized services


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6. Wake-Up Call Services

Wake-UpCallServices

ServiceLevel

5D 4DX X Some type of service is available 24/7; Alarm clock or alternative method is used if there are no

phones in room

X X Service number is answered within three rings

X X Operator provides a warm and sincere greeting

X Operator uses guest's name at least once prior to closing

X X Operator asks appropriate questions and replies in a professional manner

X Operator anticipates guests needs or offers a personalized recommendation

X Operator is efficient yet unhurried and sensitive to the manner of the guest

X X Operator provides a warm and sincere closing

X Operator addresses guest by name during closing

X X Call is received

diamond guidelines dec 08

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