Hotel Grading System

TABLE OF CONTENTS
Page
BOOK ONE - GENERAL PROVISIONS

Rule I. Definition and Basic Guidelines
Section 1. Title........................................................................................... 1

Section 2. Definition of Terms.................................................................... 1
BOOK TWO - STAR GRADING SYSTEM

Rule II. Star Grading System for Hotels, Resorts and Apartment Hotels
Section 1. Five Star Grading System........................................................ 3
BOOK THREE ACCREDITATION STANDARDS

Rule III. Accreditation Standards for Hotels
Dimension 1. ARRIVAL / DEPARTURE R

1.1
1.2
1.3
1.4
1.5
1.6
1.7
1.8
1.9
1.10
1.11
1.12
1.13
1.14
1.15

Building Appearance....................................................... 5
Building - Design and Construction Quality........................ 5
Building Condition (wear and tear).................................. 5
Entrance / Exit & Parking................................................... 6
Security.............................................................................. 6
Reception Service Hours................................................ 7
Reception Size................................................................ 7
Reception Seating Area.................................................. 7
Check-in Process............................................................... 8
Luggage Services.............................................................. 8
Porter Services................................................................... 8
Reception Staff Appearance............................................ 8
Reception Service Quality...............................................
9
Reception Services Check-out........................................ 9
Other Arrival / Departure Aspects....................................... 10
Dimension 2: PUBLIC AREAS
2.1
2.2

2.3
2.4
2.5
2.6
2.7
2.8
2.9

2.10
Public Areas - Decoration - Design and Quality................. 10

Public Areas Decoration - Condition

and Maintenance..................................................... 11
Public Areas - Furniture Quality...................................... 11
Public Areas - Furniture Condition.................................. 12
Public Washroom Quality................................................ 12
Public Washroom Condition and Cleanliness................. 13
Public Areas - Room Climate............................................. 13
Public Areas Temperature Control Quality................... 13
Public Areas Temperature Control Condition and

Maintenance............................................................ 14
Public Areas Lighting Quality....................................... 14
i
2.11 Public Areas Lighting Condition................................... 15

2.12 Public Areas Lighting Environmental Protection ......... 15
2.13 Public Areas Cleanliness................................................. 15

Dimension 3: BEDROOM

Dimension 4: BATHROOM
3.1 Room Size.......................................................................... 16

3.2 Suites Availability ............................................................... 16
3.3 Rooms for Persons with Disabilities (PWD) Availability.. 17
3.4 Bedroom Space and Comfort.......................................... 17
3.5 Bedroom Sound Proofing................................................ 17
3.6. Bedroom Noise Levels.................................................... 18
3.7 Bedroom Bed Mattress Quality.................................... 18
3.8 Bedroom Bed Mattress Condition................................ 19
3.9 Bedroom Bedding & Linen Quality ................................. 19
3.10 Bedroom Bedding & Linen Condition.............................. 20
3.11 Bedroom Pillows Quality/Condition.............................. 20
3.12 Bedroom Lighting Quality............................................. 20
3.13 Bedroom Lighting Condition......................................... 21
3.14 Bedroom Lighting Environmental Protection................ 21
3.15 Bedroom Curtains Quality............................................... 22
3.16 Bedroom Curtains Condition........................................... 22
3.17 Bedroom Floor Coverings Quality................................ 23
3.18 Bedroom Floor Coverings Condition............................ 23
3.19 Bedroom Temperature Control Quality......................... 23
3.20 Bedroom Temperature Control Condition and

Maintenance............................................................ 24
3.21 Bedroom Furniture Quality........................................... 24
3.22 Bedroom Furniture Condition....................................... 25
3.23 Bedroom Accessories and Amenities available............... 25
3.24 Bedroom Cleanliness...................................................... 29
4.1 Bathroom Minimum Requirements................................

30
4.2 Bathroom Shower/Bath Quality..................................... 30
4.3 Bathroom Shower/Bath Condition/Maintenance........... 30
4.4 Bathroom Basin Quality................................................ 31
4.5 Bathroom Basin Condition/Maintenance.................... 31
4.6 Bathroom Toilet Quality.............................................. 32
4.7 Bathroom Toilet Condition/Maintenance..................... 32
4.8 Bathroom Decoration Quality..................................... 33
4.9 Bathroom Decoration Condition/Maintenance........... 33
4.10 Bathroom Towels Quality and Cleanliness................. 33
4.11 Bathroom Space and Comfort....................................... 34
4.12 Bathroom Overall Cleanliness....................................... 34
4.13 Toiletries Availability...................................................... 35
ii
4.14 Bathroom Amenities Availability................................. 35

4.15 Bathroom Environmental Protection............................. 36
Dimension 5: FOOD AND BEVERAGE

5.1 Food and Beverage- Availability of Restaurants................ 36

5.2 Food and Beverage Options available............................ 37
5.3 Food and Beverage Service Quality............................... 37
5.4 Restaurant Decoration and Furniture Quality............... 37
5.5 Restaurant Decoration & Furniture Condition.............. 38
5.6 Restaurant Crockery, Cutlery, Glassware Quality........ 38
5.7 Restaurant Crockery, Cutlery, Glassware

Cleanliness............................................................ 39
5.8 Restaurant Space and Comfort....................................... 39
5.9 Kitchen Quality of Appliances..........................................
40
5.10 Kitchen - Cleanliness......................................................... 40

Dimension 6: AMENITIES AND SERVICES
6.1
6.2
6.3
6.4

Amenities Guest Services............................................... 41

Amenities Wellness Services.......................................... 41
Amenities General Services............................................ 42
Amenities Conference/Function Venue...........................
42
Dimension 7: BUSINESS PRACTICES
7.1 Business Processes........................................................... 43

7.2 Barrier-free Facilities for Persons with

Disabilities (PWD)..................................................
44
BOOK FOUR APPLICATION FOR ACCREDITATION

Rule IV. Accreditation Process
Section 1. Filing of Application.................................................................. 47

Section 2. Documentary Requirements.................................................... 47
Section 3. Inspection................................................................................. 47
Section 4. Validity of Accreditation............................................................ 47
Section 5. Schedule of Fees .................................................................... 47
BOOK FIVE CANCELLATION AND/OR DOWNGRADING OF ACCREDITATION

Rule V. Cancellation and/or Downgrading of Accreditation
Section 1. Grounds for Cancellation......................................................

Section 2. Procedure for Cancellation and/or
Downgrading of Accreditation .........................................
iii
47
48
BOOK SIX SUPERVISION OF ACCREDITED ESTABLISHMENTS

Rule VI. Supervision of Accredited Establishments
Section 1. Display of DOT Accreditation Seal ....................................... 48
Section 2. Non-Transferability of DOT Accreditation Seal.....................
Section 3. Periodic Inspection................................................................ 48
48
Section 4. Defects and Deficiencies Found During the Inspection........ 48
Section 5. Penalty for Failure to Remedy the Defects, etc.................... 48
Section 6. Advertisements..................................................................... 48
BOOK SEVEN OTHER PROVISIONS

Rule VII.Miscellaneous and Transitory Provisions
Section 1. Confidential Character of Certain Data.................................
49
Section 2. Circulars ................................................................................
49
Section 3. Separability Clause............................................................... 49
Section 4. Repealing Clause.................................................................. 49
Section 5. Effectivity............................................................................... 49
iv
EXPLANATORY NOTES
INTRODUCING THE FIVE STAR GRADING SYSTEM

FOR ACCOMMODATION ENTERPRISES
There are five levels of accommodation standards ranging from one to five
stars applicable to hotels, resorts and apartment hotels. To obtain higher stars,
progressively higher service and facility quality, facility condition and improved
business practices like environmental management, which are determined by a
points system should be provided across all areas.
A total of 1000 points have been set as the maximum number of points that can be
achieved by Hotels, Resorts, and Apartment Hotels.
Star Grading
Total Score (Hotel, Resort, Apartel)
1 star
251 400 points
2 star
401 550 points
3 star
551 700 points
4 star
701 850 points
5 star
851 1000 points
The criteria are divided into seven (7) dimensions that are common to the abovementioned categories except for the lounge area and the kitchen area which
are applicable only to apartment hotels. The percentage that these dimensions
contribute to the total score is shown in the table below:
Business Area
Hotel
Resort
Apartel
Arrival & Departure
10%
10%
8%
Public Areas
10%
10%
7%
Bedrooms
30%
30%
30%
Bathrooms
15%
15%
15%
Food & Beverage
15%
15%
n/a
Lounge Area *
n/a
n/a
15%
Kitchen Area *
n/a
n/a
10%
Amenities
10%
10%
5%
Business Practices
10%
10%
10%
Total
100%
100%
100%
Each dimension consists of a number of indicators which describe either the

existence or availability, quality and condition of the facility as well as the service.
Every indicator is allotted points. A maximum of 177 indicators are evaluated.
Quality judgment is used to determine whether a facility or service is either
Unacceptable, Acceptable, Good, Very Good, Excellent or Outstanding.
Mandatory and minimum requirements have also been established both for entry
into the grading scheme and at the different star levels.
Mandatory requirements, marked M shall refer to those requirements that are
prescribed by existing laws, without which, no accreditation shall be issued to the
enterprise until such time that it rectifies said deficiencies.
On the other hand, minimum requirements, marked m shall refer to those
requirements which are minimum to a certain classification, without which the
establishment will not be awarded such classification but instead be downgraded
to a lower classification, regardless of the total points accumulated.
A mandatory
The
reference item in this
number case for 1-5
stars
These items
link together
A description
of the criteria
vi
The number
of points
allocated to
this criteria
M shows a
Mandatory
requirement,
in this case
for all stars
and has no
points
m shows a
Minimum
requirement,
in this case
for 4 and 5
stars
The first column gives a reference number for that criteria item.
The second column is descriptive. It identifies the section. It also determines if
the criteria is a mandatory or minimum criteria. If it is mandatory for all star
grades then the phrase Minimum 1-5 is used. If it only applies to certain star
grades, then the star grades it applies to (e.g. Minimum 4-5) will be identified. If it
applies to a quality rating then a range of terms from unacceptable to outstanding
are used.
Unacceptable describes what should not happen. No points are awarded.
Acceptable shows the first level of quality, good the second level, very good the
third level, excellent the fourth level and outstanding the fifth and highest level.
Environmental describes if this is an environmental initiative.
The third column indicates if the items are linked together. A black line indicates
these criteria are linked and only one score will apply. This is a graduated rating
where greater points apply to the provision of higher levels of quality.
The fourth column describes the criteria/indicators.
The fifth column gives the amount of points that can be gained.
The sixth to 10th column indicate if this is a mandatory or minimum requirement.
The big letter M and small letter m are used in the column that correlates to
the final star rating. e.g. if the property gains a four star rating with points scored
between 701 and 850, then this can only be conferred if all the m and M items
that apply to a four star property are also met.
vii
DOT MEMORANDUM CIRCULAR NO. 2012-02

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

pursuant to Presidential Decree No. 189 (1973), as amended.
e. Hotel shall refer to full service accommodation with reception and guest
rooms generally offering private facilities with an onsite restaurant, room
and bar services available. Additional facilities such as business centres
and conference rooms are expected.
f.
Mandatory Requirements (M) shall refer to those requirements without

which an enterprise shall not be accredited.
g. Minimum Requirements (m) shall refer to those requirements which are

minimum to a certain classification, without which the establishment will
not be awarded such classification but instead be downgraded to a lower
one, regardless of the total points accumulated.
h. OTSR shall refer to the Office of Tourism Standards and Regulation of
the Department.
i.
Primary Tourism Enterprises refers to travel and tour services; land,

sea and air transport services exclusively for tourist use; accommodation
establishments; convention and exhibition organizers; tourism estate
management services; and such other enterprises as may be identified by
the Secretary, after due consultation with concerned sectors.
j.
Quality Gradings shall refer to such terms as unacceptable, adequate,

good, very good, excellent and outstanding are used to signify the
ascending levels of quality.
k. Resort shall refer to full service accommodation located in a more

natural, relaxed environment, with reception and guest rooms generally
offering private facilities with an onsite restaurant, room and bar service
available. Additional recreation facilities and tour services are expected.
l.
Rules shall refer to these Rules and Regulations implementing the

Accreditation of Accommodation Establishments without prejudice to the
Implementing Rules and Regulations of the Tourism Act of 2009.
m. Standards shall refer to a set of written functional, aesthetic and technical

requirements in the form of specifications or guidelines to ensure that a
product and service complies with the Rules and Regulations set forth by
the Department.
n. Tourism Enterprises refers to facilities, services and attractions involved

in tourism, such as, but not limited to: travel and tour services; tourist
transport services, whether for land, sea or air transportation; tour guides;
adventure sports services involving such sports as mountaineering,
spelunking, scuba diving, and other sports activities of significant tourism
potential; convention organizers; accommodation establishments,
including, but not limited to, hotels, resorts, apartelles, tourist inns, motels,
pension houses, and home stay operators; tourism estate management
services, restaurants, shops and department stores, sports and recreational
centers, spas, museums and galleries, theme parks, convention centers
and zoos.
BOOK TWO
STAR GRADING SYSTEM
Rule II.
Star Grading System for Hotels, Resorts and Apartment Hotels
Section 1. Five Star Grading System. There are five (5) levels of accommodation
standards ranging from one to five stars. The star bands for Hotels, Resorts and
Apartment Hotels are as follows:
a. One Star: 25-40% achievement (251 to 400 points) These enterprises
appeal to budget minded travellers. There is a limited range of facilities and
services.
b. Two Star: 40-55% achievement (401 to 550 points) - These enterprises
appeal to the tourists seeking more than basic accommodation. They offer
expanded facilities and higher level of comfort.
c. Three Star: 5570% achievement (551 to 700 points) These enterprises
offer a very good level of accommodation. There are more spacious public
areas, higher quality facilities and a greater range of services.
d. Four Star: 7085% achievement (701 to 850 points) - These properties
are upscale in all areas. Accommodation is refined and stylish. Service is
responsive, often including an extensive array of facilities.
e. Five Star: 85-100% achievement (851 to 1,000 points) - These properties
reflect the characteristics of luxury and sophistication. The facilities are
world class in every manner and the meticulous service exceeds all guest
expectations.
BOOK THREE
ACCREDITATION STANDARDS
Rule III.
Accreditation Standards for Hotels
No.
No.
Ratings
Ratings
Criteria / Indicators
My

Score
Points
My

Score
Points
Dimension 1: ARRIVAL/DEPARTURE
1.1 Building Appearance
1
Minimum 1-5
Exterior in a clean fit for purpose

condition.
M M M M M
Minimum 1-5
Hotel name clearly visible from the street.
M M M M M
Minimum 1-5
Hotel name is visible at night.
M M M M M
1.2 Building - Design and

Construction Quality
4
Unacceptable
Built design and construction quality is

from materials that are not durable and/
or unsafe for guest use.
Acceptable
Basic structure with adequate materials

that will provide a simple and safe
accommodation environment.
Good
A functional building with good quality

materials and efficient layout.
Very Good
Strong external appeal, consistent

design with any alterations linking to the
original building.
Excellent
Excellent impression and overall appeal,

inviting appearance, architectural
features are evident and excellent quality
building materials have been used
throughout.
Outstanding
Luxurious and unique exterior,

outstanding visual appeal, highest
quality materials used in construction.
10
1.3 Building - Condition (wear and

tear)
Unacceptable
Neglected appearance, obvious structural

repairs needed, poor outside materials,
flaking paint, rotting wood, rust evident.
5
No.
Ratings
Points

Acceptable
Minor maintenance may be required,

natural weathering is evident.
Good
Good appearance, weathering may still

exist, but in sound condition.
Very Good
Very good maintenance of paintwork

and exterior panels.
Excellent
High standard of external appearance,

allowing for the age of the building.
Outstanding
As new condition, no building

maintenance issues are visible.
10
My

Score

1.4 Entrance / Exit & Parking
Minimum 1-5
Driveway is in a sound condition and

free from significant potholes with no
obvious obstructions.
M M M M M
Minimum 1-5
Driveway entrance is clearly marked and

is visible at night time.
M M M M M
Minimum 1-5
Clearly designated parking area that

meets the relevant provisions of the
National Building Code.
M M M M M
Minimum
4&5
Valet parking is provided.
m m
1.5 Security
10
Minimum 1-5
Professional security in place 24 hours

at main entry point.
M M M M M
11
Minimum 1-5
Property and security services designed

to ensure guest safety at all times.
M M M M M
12
Effective use of CCTV with minimum 30

days recording storage.
13
Monitoring of CCTV 24 hours.
No.
Ratings
Points

My

Score

1.6 Reception Service Hours
14
Minimum 1-2
Reception service available 16 hours.
Minimum 3-5
Reception service available 24 hours.
1.7 Reception Size
15
Unacceptable
Reception area is small and/or difficult

to locate.
Acceptable
Obvious size restrictions, area may be

cluttered.
Good
Functional reception for the operation.
Very good
Very good size, generous space.
Excellent
Excellent reception area, seated check in

is an option.
Outstanding
Luxurious check in facility, private

check in facility is available and used as
appropriate.
1.8 Reception - Seating Area
16
Unacceptable
No seating available or seating options

in poor condition with lack of privacy.
Acceptable
No seating area available but limited

privacy means it is difficult to have
private conversations.
Good
Seating available close by for a small

group of not less than 4 guests.
Very Good
Comfortable seating area close by for

not less than 6 guests.
M M
m m m
No.
Ratings
Points

Excellent
Seating area with excellent quality

seating appropriate for the size of the
hotel.
Outstanding
Outstanding seating options are

available for different sized groups to
enable comfort whilst waiting near
reception.
My

Score

1.9 Check-in Process
17
Unacceptable
Lengthy inefficient registration process

with unacceptable wait time of over 10
minutes before receiving any service.
Acceptable
Basic registration process with minor

wait time (not more than 10 minutes
per guest).
Good
Basic registration process in place, with

prompt service (not more than 8
minutes per guest).
Very good
Basic registration process with no wait

time (not more than 6 minutes per
guest).
Excellent
Pre-registration information already

completed as part of the booking
process for the guest who may only
need to review and confirm details (not
more than 4 minutes per guest).
Outstanding
Pre registration information completed

and no wait time for registration
process.
10
1.10 Luggage Services

18
Minimum 1-5
Left luggage practices ensure

bag security and luggage room is
proportionate to size of hotel.
M M M M M
1.11 Porter Services
19
Minimum 3-5
20
Left luggage services available without

dedicated space.
Porter services are available.

1.12 Reception Staff - Appearance
8
m m m
No.
Ratings
Points

Unacceptable
Staff are poorly groomed and untidy.
Acceptable
Staff wear clean clothing and are neat

and tidy.
Good
Staff are easily identified and well

groomed.
Very good
Staff provide a very good professional

appearance.
Excellent
Staff are very well groomed and take

pride in their appearance.
Outstanding
Staff are immaculately groomed and

attention to detail is obvious.
10
1.13 Reception Service Quality
21
Unacceptable
Staff are unresponsive, inattentive or

absent for extended periods.
Acceptable
Staff are not very attentive or seem

distracted, may be absent for short
periods.
Good
Staff are polite and responsive.
Very good
Staff are welcoming and provide a sense

of arrival.
Excellent
Staff take an interest in the guests

preferences, refreshments or similar
may be offered on arrival.
Outstanding
Staff are very responsive, attentive, and

efficient while taking a personal interest
about every requirement of the guest.
10
1.14 Reception Services

Check-out
22
Unacceptable
Lengthy inefficient check-out process

with unacceptable wait time of over 10
minutes before receiving any service.
9
My

Score

No.
Ratings
Points

Acceptable
Basic check-out process with minor wait

guest).
Good
Basic check-out process in place, with

prompt service (not more than 8
minutes per guest).
Very good
Express check-out option or account pre

prepared and available for review before
check out (not more than 6 minutes
per guest).
Excellent
Express check-out with minimal wait

guest).
Outstanding
In room check-out options and express

service offered with no wait time.
My

Score

1.15 Other Arrival / Departure

Aspects
Guests must be provided with Official
Receipt on departure.
Account reviewed and then presented in

an envelope.
24
A wide range of payment options are

available including at least 3 different
types of credit cards.
25
Offer to arrange transfer services.
23
Minimum 1-5
Dimension 2: PUBLIC AREAS

2.1 Public Areas - Decoration Design and Quality
26
Unacceptable
No thought given to coordinating

design resulting in ad-hoc decoration.
Acceptable
Some attempt to coordinate design and

have a consistent theme.
Good
Good quality decoration, use of wall

hangings adds to overall impression.
Very Good
Coordinated design, a professional

standard is achieved.
10
M M M M M
No.
Ratings
Points

Excellent
Excellent standard of coordinated dcor

throughout all public spaces.
Outstanding
Highest quality, unique wall hangings

on display, outstanding design features.
10
2.2 Public Areas Decoration Condition and Maintenance
27
Unacceptable
Very old, faded, damaged wall coverings,

peeling, grubby marks, evidence of
neglect.
Acceptable
Amateurish application of wallpaper/

paint, tired look, damage is evident and
several minor repairs are needed.
Good
Some aging still evident, maintenance

practices are noted and 1 or 2 minor
repairs are needed.
Very Good
Very good condition with a few

scratches and marks evident.
Excellent
No major scratches or marks, overall an

excellent quality throughout.
Outstanding
No evidence of wear and tear, in as new

condition throughout.
10
2.3 Public Areas - Furniture

Quality
28
Unacceptable
Uncomfortable furniture that is made of

poor materials, or no furniture used.
Acceptable
Mismatched furniture that is not

particularly comfortable.
Good
May be older furniture or newer lower

quality coordinated furniture, durable
materials are used.
Very Good
Very good quality furniture, high levels

of comfort, easy and attractive seating
arrangements.
Excellent
Excellent furniture quality, great degree

of comfort, attractive and highlycoordinated.
11
My

Score

No.
Ratings
Outstanding
Highest quality furniture in outstanding
condition, or antique furniture of
highest quality.
Points

10
2.4 Public Areas - Furniture

Condition
29
Unacceptable
Scratched and badly damaged furniture,

loose arms and legs, stained, dirty
upholstery or no furniture used.
Acceptable
Occasional marks, in need of minor

repair, acceptable condition.
Good
Good level of condition throughout

most of the public areas. Some public
spaces may not display a range of
furniture.
Very Good
Very good condition of furniture, with

only some minor signs of wear and tear
throughout the public areas.
Excellent
Excellent furniture condition

throughout the hotel.
Outstanding
Furniture in outstanding as new

condition, conveniently located
throughout the hotel.
10
2.5 Public Washroom - Quality
30
Unacceptable
Poor quality throughout, aged basin and

bowl, not fit for purpose.
Acceptable
Aging fixtures, rough finish no

additional space.
Good
Good quality fixtures, standard design,

limited space.
Very Good
Very good, high quality basin, superior

design, ample bench room.
Excellent
Excellent quality of fittings, basin and

bowl decoration is to a high standard.
Outstanding
Outstanding quality, designer tap ware,

ample space.
12
My

Score

No.
Ratings
Points

My

Score

2.6 Public Washroom - Condition

and Cleanliness
31
Unacceptable
Basin chipped or damaged, paintwork

chipped, flaking, dirty condition.
Acceptable
Older condition, but clean and usable.
Good
Some signs of wear and tear, aging tap

ware, but signs of regular cleaning.
Very Good
Very good condition, few signs of wear

and tear, regular servicing even during
busy periods.
Excellent
Minor scratches are barely visible,

always clean and tidy and in excellent
condition.
Outstanding
Outstanding condition, no marks or

chips, as new condition.
2.7 Public Areas - Room Climate
32
Minimum 1-5
All public areas are air-conditioned or

have temperature control initiatives
and maintain a temperature between
20-25 degrees year round, except in
areas where elevation is 2000 ft. above
sea level.
2.8 Public Areas - Temperature

Control Quality
33
Unacceptable
No general ambient temperature, poor

air quality, bad smells.
Acceptable
Minimum level of comfort achieved.

Some areas are hotter and colder than
others.
Good
A good level of comfort is evident

throughout the public spaces.
Very Good
Thermostatically controlled system that

maintains a very good level of comfort
in most areas.
13
M M M M M
No.
Ratings
Points

Excellent
Excellent levels of comfort throughout

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

throughout. Thermostatically controlled
in all public areas.
10
2.9 Public Areas - Temperature

Control Condition and
Maintenance
34
Unacceptable
Unresponsive system, no maintenance

plan or consistency of temperature is
achieved. Operating noise levels make
conversations difficult.
Acceptable
Aging and dated air-conditioning units,

operated at selected times.
Good
A mixture of systems may be used; all

units in good working order, although
may be older and used occasionally.
Very Good
Units may be older but well maintained

with very good maintenance.
Excellent
Excellent levels of maintenance, would

expect most units to be less than 5 years
old and of excellent condition.
Outstanding
All units in excellent condition, no

leaks, no rust, quiet operation in as new
condition.
10
2.10 Public Areas - Lighting

Quality
35
Unacceptable
Low quality lighting, bare bulbs with no

shades, dim, gloomy effect, with some
dark spaces.
Acceptable
Enough lighting for practical use,

sparse, but with an even distribution
of light.
Good
Good level of illumination throughout

all public areas.
Very Good
Very good illumination options, reading

lights throughout the public areas.
Multiple light switches.
Excellent
Excellent quality lighting. Lighting

effects with use of picture lighting or
special effects lighting, excellent quality
fittings.
14
My

Score

No.
Ratings
Outstanding
Highest quality of lighting. Designed for
practical use and also effect, showing
off corridor and features in public areas,
e.g. mood lighting and dimming system.
Points


Condition
36
Unacceptable
Poor condition, exposed wires, wobbly

fittings, loose plugs.
Acceptable
Acceptable condition of lamps, aging is

evident.
Good
Good quality fittings, no burnt

shades, any repair work to fittings is
professionally done.
Very Good
Very good condition of fittings, no

repair work required.
Excellent
Excellent quality fittings throughout all

public areas. Designer lamps used where
appropriate.
Outstanding
Highest quality of light fittings used in

as new condition.

Environmental Protection
37
Environmental
Sensor lighting in use that does not

compromise guest safety.
38
Environmental
Good use of natural lighting.
39
Environmental
Low energy-saving bulbs used between

50% and 75% of public areas.
Environmental
Low energy-saving bulbs used in over

75% of public areas.
2.13 Public Areas Cleanliness
40
Unacceptable
Very heavy dust on surfaces, carpets

badly vacuumed, cobwebs evident, litter
lying around, dead insects, dirty glasses,
cups on tables, dirty bathrooms.
Acceptable
Clean but not in high or low areas,

smears on surfaces, no evidence of
regular wiping/dusting. Any toilets are
cleaned daily.
15
My

Score

No.
Ratings
Points

Good
Efficient vacuuming, generally good,

evidence of high and low dusting,
bathrooms are in good tidy condition.
Very Good
One or two small areas missed but

overall very satisfactory cleaning
process, everything is tidy. Bathrooms
are cleaned regularly throughout the
day as required.
Excellent
Tables, surfaces well-polished,

no smears, excellent standard of
cleanliness. Bathrooms are in excellent
condition.
Outstanding
As new look and feel, very clean and

shining surfaces, excellent attention
to detail, bathrooms are always in
outstanding condition throughout the
day.
10
My

Score

Dimension 3: BEDROOM
3.1 Room Size
41
Minimum 1
Size including bathroom 16 sq. m
Minimum 2
Minimum 3
12
Minimum 4
16
Minimum 5
20
m
m
m
m
m
3.2 Suites Availability

(Note: Suites shall have a Masters
bedroom, pantry, separate living room
and en-suite bathroom with enclosed
shower and telephone extension in
bathroom).
42
Minimum 4
2% of rooms are suites.
Minimum 5
5% of rooms are suites.
5
16
m
m
No.
Ratings
Points

My

Score

3.3 Rooms for Persons with

Disabilities (PWD) Availability
43
Minimum 1-5
One PWD room for every 50 up to

150 rooms, and 1 for every 100 rooms
thereof, for less than 50 rooms at least
one PWD room.
3.4 Bedroom - Space & Comfort
44
Unacceptable
Floor space has obstacles that can cause

injury to guests, furniture too large or
too small, may be less than 2.4 meters.
Acceptable
Doors and drawers can be opened freely

without moving furniture, may still
have cluttered feel, impression is fair,
ceiling height is at least 2.4 meters.
Good
Good amount of space to move freely

carrying a suitcase, there may be some
restrictions and a chair may serve dual
purposes.
Very Good
Bedrooms are well planned for ease of

movement, no major obstacles to move
around, easy access to all facilities.
Excellent
Generous space to allow comfortable

relaxation and comfortable in room
dining, ease of access with a suitcase to
all wardrobes and cupboards.
Outstanding
Luxurious space designed for relaxation

and efficiency of movement. Ample
free space with furniture in suitable and
convenient places.
10
3.5 Bedroom Sound Proofing
45
Unacceptable
No attempt to provide any sound

proofing.
Acceptable
Any adjoining room has one door and

is not sound proofed and curtains are
thin and provide very limited sound
proofing.
Good
Good level of sound proofing, lined

curtains are in place and building design
assists sound proofing.
Very Good
Very good sound proofing materials are

used; Heavy curtains and floor coverings
reduce noise.
Excellent
Excellent level of sound proofing,

including double glazing and other
methods to reduce external noises.
17
M M M M M
No.
Ratings
Outstanding
Outstanding sound proofing design to

ensure quiet enjoyment of space.
Points

10
3.6 Bedroom Noise Levels
46
Unacceptable
Significant external noise and noise

from other rooms that makes sleeping
or peaceful enjoyment difficult.
Acceptable
Noise from outside is variable; noise

from neighbouring rooms is audible.
Good
External noise from other rooms

and from outside is heard but is not
significant.
Very Good
No intrusive noises from other rooms,

occasional loud noises are still audible
from time to time. Noise should not be
more than 70 decibels as measured by
the pillow position on the bed.
Excellent
Noise should not be more than 60

decibels.
Outstanding
Noise should not be more than 50

decibels.
10
3.7 Bedroom Bed Mattress

Quality
47
Unacceptable
Sofa beds are not acceptable as

permanent bed spaces, mattresses less
than 4 inches.
Acceptable
Foam mattress, chip board base or

similar, shallow innerspring or mattress
greater than 4 inches.
Good
High density foam, 8 inches timber

base, shallow innerspring, 6 inch
mattress.
Very Good
Standard coil, comfort layers may have

pillow top, 8 inch mattress.
Excellent
Coil spring or equivalent, separate

mattress top, mattress protectors (bed
pad) and pillow protectors / slips.
18
My

Score

No.
Ratings
Outstanding
Latex or pocket spring, deep comfort,
separate mattress top; mattress
protectors (bed pad) and pillow
protectors / slips.
Points

10
3.8 Bedroom Bed Mattress

Condition
48
Unacceptable
Ripped or badly stained mattress,

springs coming through, uncomfortable
and lumpy.
Acceptable
Small tears, fabric shows signs of aging,

weakening of mattress edges, minor
stains.
Good
Good condition, good support

throughout.
Very Good
Very good condition, no stains or tears,

evidence of good maintenance.
Excellent
Excellent condition, very little wear and

tear.
Outstanding
Outstanding or as new condition.
10
3.9 Bedroom - Bedding & Linen

Quality
49
Unacceptable
Thin sheets do not properly fit the bed.
Acceptable
Thinly woven cotton, no tears or rips.
Good
Thinly woven cotton or poly cotton

sheets of good quality.
Very Good
Medium weave cotton, in very good

condition, should have minimum 250
thread count.
Excellent
All linen excellent quality should have

minimum 300 thread count.
Outstanding
All linen outstanding quality should

have minimum 300 thread count or silk
linen or similar.
10
19
My

Score

No.
Ratings
Points

3.10 Bedroom - Bedding & Linen

Condition
50
Unacceptable
Sheets with large stains, holes, faded

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

condition.
Good
Linen in good condition, evidence of

good laundry practices.
Very Good
Linen in very good and crisp condition.
Excellent
All linen in excellent condition.
Outstanding
All linen in as new condition.
10
3.11 Bedroom Pillows Quality /

Condition
51
52
Unacceptable
Lumpy pillows, too hard, too soft, out of

shape and/or in other poor condition.
Acceptable
Clean, basic pillows, acceptable quality,

average firmness/softness.
Good
Good quality pillows, with pillow

protectors.
Very Good
Very good pillows, at least 2 per sleeping

position.
Excellent
A range of excellent pillows available.
Outstanding
A pillow menu is available with pillows

in as new condition.
10
3.12 Bedroom Lighting Quality

20
My

Score

No.
Ratings
Points

Unacceptable
Cracked light switches, lights without

shades or lamps.
Acceptable
Light switch by main door only;

acceptable illumination of bedroom.
Good
Good lighting illumination, bedside

table lamps, variety of lighting options.
Very Good
Room has very good lighting, multiple

switches and very good quality fittings,
two bedside lamps.
Excellent
Designer lamps and excellent levels

of lighting to create different moods,
directional bedside lamps.
Outstanding
Architectural design of lighting is

evident. The best available.
10
3.13 Bedroom - Lighting

Condition
53
Unacceptable
Lights not working, bulbs need

replacing.
Acceptable
Acceptable condition of lamps, some

bulbs not working.
Good
No burnt shades, aging lamps but

effective. Minor maintenance work
around fittings into the wall may be
required.
Very Good
Very good condition of fittings,

coordinated approach to lighting. No
repair work needed around fittings.
Excellent
Fittings throughout bedroom in as

new condition, with a few minor marks
evident after close inspection.
Outstanding
Fittings throughout the bedroom in as

new condition.
10
3.14 Bedroom - Lighting

Environmental Protection
54
Environmental
Energy-saving light bulbs in between

50% and 75% of bedroom lights.
21
My

Score

No.
Ratings
Environmental
Points

Energy-saving light bulbs in over 75%

of bedroom lights.
All rooms must have windows with a

view.
3.15 Bedroom Curtains Quality
55
Unacceptable
Unlined fabric of low quality, exposed

tracking.
Acceptable
Fabric unlined of acceptable quality,

plastic blinds.
Good
Curtains /shades full length, good

quality, easy to draw.
Very Good
Curtains/shades, coordinated, blackout

quality, well-coordinated.
Excellent
Thick quality curtains/shades, with total

blackout.
Outstanding
Outstanding quality, custom design,

functional and decorative, may be
motorised.
10
3.16 Bedroom Curtains Condition
56
Unacceptable
Curtains or blinds do not fit, have major

stains and marks.
Acceptable
Curtains/shades just cover windows;

a number of minor stains/marks are
evident.
Good
Curtains /shades in good condition may

be one minor mark.
Very Good
Curtains/shades, in very good

condition.
Excellent
Excellent condition, fullness of

materials.
Outstanding
As new condition, luxurious, no wear

and tear evident.
10
22
My

Score

No.
Ratings
Points

3.17 Bedroom - Floor Coverings

Quality
57
Unacceptable
Floor tiles or carpets do not cover the

main floor space they were intended to
cover.
Acceptable
Floor covering is acceptable with low

grade tiles or coverings.
Good
Good quality floor coverings, standard

tiles, quality timber floors.
Very Good
Floor covering of very good quality,

well-coordinated with room design.
Excellent
Floor covering of excellent quality,

contemporary tiles or wool carpets.
Outstanding
Exceptional quality, custom design

flooring, polished woods or luxurious
plush carpets with density of 42 oz.
10
3.18 Bedroom - Floor Coverings Condition
58
59
Unacceptable
Largely stained coverings, large holes,

dirty, cracked and badly damaged tiles.
Acceptable
Some stains and discoloration is

acceptable, chipped tiles.
Good
Floor coverings, in good condition,

amateurish application for any areas
that are fixed.
Very Good
Floor covering in very good condition,

professional fixing of any wear and tear.
Excellent
Floor covering in excellent condition, no

stains are visible.
Outstanding
Floor coverings in as new condition.
10
3.19 Bedroom - Temperature

Control - Quality
23
My

Score

No.
Ratings
Points

Unacceptable
Ineffective cooling system.
Acceptable
Window based cooling system;

fan available for additional cooling,
acceptable air circulation.
Good
Good cooling system, good air

circulation, split-unit type.
Very Good
Very good and effective cooling

operation.
Excellent
Personal control of air temperature,

windows well insulated, excellent air
flow.
Outstanding
Room pre cooled for arrival or very fast

cooling system available, highest quality
unit or system in place.
10
3.20 Bedroom - Temperature

Control - Condition & Maintenance
60
Unacceptable
Broken windows, cracked glass,

draughty, fan air conditioning not
working.
Acceptable
Window opens and closes easily, fan in

acceptable condition.
Good
Good cooling system, air conditioning

unit older but operates effectively.
Very Good
Noise levels are acceptable for guest

comfort (70db), split-unit with working
remote control.
Excellent
Quiet operation with remote control

(60db and lower).
Outstanding
No intrusive noise from unit, very quiet

operation with remote control (50db
and lower), in as new condition.
10
3.21 Bedroom Furniture - Quality
61
Unacceptable
No chair, no bedside table or made of

material that is not suitable for this
purpose.
24
My

Score

No.
Ratings
Points

Acceptable
One chair, one bedside table, aged

materials, MDF (Medium Density
Fiberboard) materials, no coordination,
repairs evident.
Good
Two bedside tables, some attempt at

coordination. Good quality furniture,
timber veneers, glass tops may be used.
Very Good
Very good quality furniture, good range,

solid woods, polished edges.
Excellent
Excellent quality and range. Custom

designed.
Outstanding
Designer furniture that helps create a

refined ambience for the room, the best
available furniture is used.
10
3.22 Bedroom - Furniture

Condition
62
Unacceptable
Cracked, broken furniture, poorly

repaired.
Acceptable
Acceptable condition, some significant

scratches and repairs are evident.
Good
Furniture in good condition, any repairs

done professionally.
Very Good
Very good condition of furniture, only a

few minor marks are visible.
Excellent
Excellent condition, little wear and tear

is evident.
Outstanding
In as new condition.
10
3.23 Bedroom - Accessories and

Amenities available
63
64
Environmental
Electronic key card locking system.
Key card power system.
5
25
My

Score

No.
Ratings
Points

65
Door chain or security device such as

peep hole to view visitors.
66
Small mirror at least 600mm by

300mm 24 inches by 12 inches.
Medium mirror at least 800mm by

400mm 31 inches by 16 inches.
Big mirror at least 47 inches by 24

inches.
Full length mirror at least 70 inches

by 24 inches.
67
Additional second mirror.
68
Coat hangers 3 per person minimum

wire.

plastic.

wooden.
Open shelve wardrobe (no doors).
Small size wardrobe 24 inches minimum

width.
Adequate size wardrobe 35 inches

minimum width.
Standard size wardrobe 47 inches

minimum width.
Spacious wardrobe 59 inches minimum

width.
69
26
My

Score

No.
Ratings
Points

70
Drawers or enclosed shelf space.
71
Portable luggage rack.
Defined luggage rack permanent.
Central safe at reception only.
Small safety deposit box in room,

functional and securely bolted.
Safety deposit box in room, large

enough for 13 laptop, functional and
securely bolted.
Daily newspaper delivered to room.
72
73
My

Score

74
Minimum 1-5
Drinking water and one glass per guest.
M M M M M
75
Minimum 3-5
Tea/coffee facilities in room.
m m m
76
Minimum 3-5
Telephone provided in each room with

direct dial.
m m m
Clock/Radio/Wake up service.
Minimum 2-5
In room compendium with basic

information on emergency contacts.
m m m m
Minimum 3-5
In room compendium with extended

information including mini bar price
lists and restaurant menu.
m m m
Minimum 4-5
In room compendium with extensive

regional information on what to see and
do for tourists.
m m
77
78
27
No.
Ratings
Points

Refrigerator, clean and in working

condition
Refrigerator with serviced mini bar.
TV with small screen size (< 20 inches)

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

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

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

functional remote control.
TV flat screen 40 inch or larger with

functional remote control.
81
Multichannel options with Philippine

travel channels.
82
Multichannel options with at least 3

international news channels.
83
DVD player / Home theatre / Pay Movie

channels.
84
On screen property information.
85
On screen messaging and accounts.
86
In room internet connections (WLAN

or wired).
Free In room internet connections

(WLAN or wired).
Flashlight or illuminated light switches

in room.
79
80
87
28
My

Score

No.
Ratings
88
89
Points

Laundry bag in room and service

available.
Express laundry service available (24

hour return service).
Ironing service available.
Iron and board in room available.
My

Score

3.24 Bedroom Cleanliness
90
Minimum 1-5
All rooms are cleaned daily and all beds

are made daily.
M M M M M
91
Minimum 1-5
Waste bin provided and emptied daily.
M M M M M
Mattresses are labelled and periodically

turned.
Unacceptable
Heavy dust on surfaces, paper and

other dirt are not picked up, unpleasant
smells
Acceptable
Surfaces are basically clean.
Good
Efficient vacuuming, good condition

overall.
Very Good
Very thorough cleaning process, no

evidence of dust or smears.
Excellent
Overall very satisfactory cleaning,

excellent attention to detail.
12
Outstanding

shining surfaces.
15
92
93
29
No.
Ratings
Points

My

Score

Dimension 4: BATHROOM
4.1 Bathroom Minimum
Requirements
94
Minimum 1-5
Baths and/or showers with functioning

hot and cold water. Hot water reaches
38 degrees in 20 seconds.
M M M M M
95
Minimum 1-5
Toilet system in working order.
M M M M M
4.2 Bathroom - Shower/Bath

Quality
96
Unacceptable
Small shower with weak or no pressure,

taps of low quality.
Acceptable
Lightweight shower curtain, not

well-coordinated tap ware.
Good
Good quality fixtures, good quality

curtain, shared shower/bath.
Very Good
Standard tiled walls, framed shower

screen or designer curtain, mixers
provide constant water flow at even
temperature.
Excellent
Tiled, framed shower screen or designer

curtain with high quality porcelain
bath, matching and coordinated style,
highly responsive water pressure and
temperature.
Outstanding
Frameless shower screen, designer

shower enclosure, highest quality bath if
provided, luxurious quality finishings.
10
4.3 Bathroom Shower/Bath

Condition / Maintenance
97
Unacceptable
Bath or shower enamel cracked, holes

visible, shower head broken, spray
uneven and poorly distributed.
Acceptable
Aging fixtures, rough amateurish

grouting/sealant, bath floor may be
lumpy and uneven. Tiles may still be
chipped.
Good
No evidence of moulds, good overall

condition, minor chips or repairs may
still be needed; bath floor is even and
well maintained.
30
No.
Ratings
Points

Very Good
Very good condition, any repairs were

done professionally and do not require
further attention.
Excellent
Excellent condition throughout.
Outstanding
As new condition.
10
4.4 Bathroom Basin - Quality
98
Unacceptable
Basin plastic or poly-marble, taps of low

quality.
Acceptable
Aging fixtures, rough amateurish

grouting; no additional bench space
Good
Good quality fixtures, standard design,

limited bench space to place personal
toiletry.
Very Good
Very good, high quality basin, superior

design, ample bench room for all
personal toiletries.
Excellent
Excellent quality, generous space for all

personal toiletries, quality brand tap
ware.
Outstanding
Outstanding quality, often double basin,

designer tap ware, ample space.
10
4.5 Bathroom - Basin Condition /

Maintenance
99
Unacceptable
Basin chipped or damaged, tap does not

provide a consistent flow of water.
Acceptable
Older condition, but clean and usable.
Good
Some signs of wear and tear, aging tap

ware.
Very Good
Very good condition, few signs of wear

and tear, minor scratches.
Excellent
Excellent quality. No marks or chips.
31
My

Score

No.
Ratings
Outstanding
Outstanding condition, as new

condition.
Points

10
4.6 Bathroom - Toilet Quality
100
Unacceptable
Cheap plastic toilet seat and/or cover

that does not fit.
Acceptable
Good quality plastic seat that is

functional.
Good
Good quality solid seat
Very Good
Strong solid material of durable nature.
Excellent
Solid construction, wall hung seat.
Outstanding
Solid construction with designer

features evident.
10
4.7 Bathroom Toilet Condition /

Maintenance
101
Unacceptable
Leaks from flushing evident on floor,

stained seat, flush mechanism does not
work properly.
Acceptable
No leaks and acceptable condition, clean

and usable.
Good
Good condition, repairs evident.
Very Good
Very good condition, minor wear and

tear evident.
Excellent
Excellent condition, spotless

appearance.
Outstanding
As new condition.
10
32
My

Score

No.
Ratings
Points

4.8 Bathroom Decoration Quality
102
Unacceptable
Poor quality throughout, uncoordinated

mix of tiles.
Acceptable
Adequate materials, panelling with gaps

evident, small space.
Good
Good quality, basic painting, limited use

of colour or themes.
Very Good
Very good quality, no visible joins, well

coordinated design.
Excellent
Excellent quality, may be constructed of

marble or granite finish.
Outstanding
Highest quality decoration, grouting

excellent condition, ceiling finish is of
highest quality.
10
4.9 Bathroom Decoration Condition / Maintenance
103
104
Unacceptable
Paintwork chipped, flaking, dirty

condition, mould on walls and ceiling.
Acceptable
Acceptable condition, clean but with

dated materials, may still be with some
evidence of mould issues.
Good
Good condition, evidence of repair

work.
Very Good
Very good condition, any repair work

has been professionally completed and
no maintenance is required.
Excellent
Well maintained, in excellent condition.
Outstanding
Decoration in as new condition.
10
4.10 Bathroom- Towels

Quality and Cleanliness
33
My

Score

No.
Ratings
Points

Unacceptable
Towels are thin, ripped and in poor

condition, major stains.
Acceptable
Towels are thin but clean and in

acceptable condition.
Good
Greater range of towels of average

quality.
Very Good
Very good range of towels including

bathmat, face towel, bath towel and
hand towel.
Excellent
Excellent range of towels of thick

cotton, 90-100% cotton.
Outstanding
Highest, plush range of towels in as new

condition, 100% cotton.
10
4.11 Bathroom Space and

Comfort
105
Unacceptable
Space is too small for comfort.
Acceptable
Space is limited but usable.
Good
Good space, ability to dry yourself in

bathroom without touching bathroom
walls.
Very Good
Very good space, area to place clothes

and ample space for personal toiletry.
Excellent
Excellent bathroom space, ability for

two people to easily move around the
bathroom.
Outstanding
Generous and outstanding space, the

best available.
10
4.12 Bathroom Overall

Cleanliness
106
Unacceptable
Heavy dust and/or smear on surfaces,

long term grime on inaccessible places,
old soap, hairs in bathroom, waste bin
not emptied.
34
My

Score

No.
Ratings
Points

Acceptable
Surfaces in acceptable condition.
Good
Efficient cleaning; surfaces show

cleaning practices.
Very Good
Very satisfactory cleaning process, fresh

smell.
12
Excellent
No evidence of dust or smears, enamel

gleaming, no sign of mould or mildew;
sealed toilet seat.
16
Outstanding

shining surfaces, excellent attention to
detail.
20
Minimum 1-5
Toilet paper provided.
Unacceptable
Soap or toiletries from previous guest

are evident.
Acceptable
Soap only provided.
Good
Greater range of toiletries including hair

shampoo and shower/bath gel.
Very Good
Strong range of toiletries of very good

quality including body lotion, ear buds,
etc.
Excellent
Excellent range of branded toiletries

(Incl. dental care kit, nail care kit, etc.).
Outstanding
Highest quality toiletries with extensive

range.
4.14 Bathroom Amenities Availability

109
My

Score

4.13 Toiletries Availability
107
108
Bidet.
35
M M M M M
No.
Ratings
Points

110
Functional hairdryer.
111
Magnifying mirror.
112
Weighing scales.
113
Bath robe / gown.
114
Slippers.
115
Shoe mitt / horns.
My

Score

4.15 Bathroom Environmental

Protection
116
Environmental
Dual flush toilet system or similar to

conserve water.
117
Environmental
Flow regulators on shower/taps to

conserve water.
118
Environmental
Bulk dispensers or biodegradable

packaging used for soaps, shampoos.
119
Environmental
Towel and linen policy promotes

conservation and gives guest choice
regarding frequency of cleaning.
Dimension 5: Food and Beverage

5.1 Food and Beverage
Availability of Restaurants
120
Minimum 1-5
Breakfast room available.
M M M M M
121
Minimum 3-5
Full service restaurant open 7 days a

week (including breakfast).
10
m m m
122
Minimum 4-5
Additional Specialty Restaurant / Fine

Dining.
10
m m
36
No.
Ratings
Points

5.2 Food and Beverage Options

available
123
Unacceptable
Non-availability of several food dishes

and/or drinks.
Acceptable
Fast food / instant coffee/drinks, up to

20% unavailable.
Good
Limited choice of basic dishes / buffet;

up to 10% all food dishes and/or drinks
on the menu are available.
Very Good
A-la-carte menu, fresh fruits &

vegetables, selection of wines/beers,
only 5% of menu items not available.
12
Excellent
Exceptional a-la-carte menu, availability

of all food dishes and drinks/wines on
the menu.
16
Outstanding
A-la-carte menu of outstanding variety

of special cuisine (fine dining, fresh
juices, extensive wine list).
20
5.3 Food and Beverage Service

Quality
124
125
Unacceptable
No welcoming greeting, limited table

clearing, stains on tables/chairs, lack
of attention, wait time greater than 30
minutes.
Acceptable
Friendly, but not necessarily

professional service, basic knowledge of
foods/beverages on the menu.
Good
Attentive behaviour of waiting staff,

quick table clearing service.
Very Good
Very good and attentive service,

service checks during meal to ensure
satisfaction.
12
Excellent
Excellent service, efficient food clearing,

prompt and polite service during meal.
16
Outstanding
Outstanding service, the best available.
20
5.4 Restaurant - Decoration &

Furniture - Quality
37
My

Score

No.
Ratings
Points

Unacceptable
Tables and chairs are insufficient for

the number of guests, uncomfortable
seating.
Acceptable
Tables and chairs are mismatched but

functional, vinyl seating with minimal
comfort, plastic chairs.
Good
Good quality, tables and chairs, brushed

metal, glass, laminate materials, limited
design and coordination.
Very Good
Very good quality, solid timbers or

contemporary cane, coordinated design.
Excellent
Excellent quality, high grade fabrics,

coordinated design, linen table cloths,
ergonomic design.
Outstanding
Luxurious feel, highest quality table and

chairs, linen clothes and napkins.
10
5.5 Restaurant - Decoration &

Furniture Condition
126
Unacceptable
Very old, faded, wobbly stand, damaged,

peeling, grubby marks, evidence of
neglect, damaged, marked, scratched.
Acceptable
Amateurish application of wallpaper/

paint, furniture in average condition
with signs of wear and tear, solid stand
of tables and chairs.
Good
Good condition, some repair work

evident.
Very Good
Very good condition, professional

decoration, only minor marks showing
on tables and chairs.
Excellent
Excellent condition, no scratches or

chips.
Outstanding
Meticulous condition, no evidence of

wear and tear.
10
5.6 Restaurant Crockery, Cutlery,

Glassware - Quality
127
Unacceptable
Incomplete table settings.

38
My

Score

No.
Ratings
Points

Acceptable
Basic crockery and cutlery, fork and

spoon only, adequately laid out tables.
Good
Good quality cutlery, well laid out table

setting.
Very Good
Very good table setting, good quality

glassware, solid cutlery.
Excellent
Excellent range and condition of

crockery, high standard of glassware
and cutlery.
Outstanding
Outstanding table settings, fine china or

similar in use, silver cutlery or similar,
crystal glassware or similar outstanding
quality.
10
5.7 Restaurant Crockery, Cutlery,

Glassware - Cleanliness
128
Unacceptable
Dirty chipped glassware, stained

crockery.
Acceptable
Crockery and cutlery are clean and

mismatched, water marks may be
visible.
Good
Good level of cleanliness, no major chips

or marks, coordinated cutlery.
Very Good
Very good level of cleanliness and

polished cutlery.
Excellent
Excellent level of cleanliness, glassware

is in pristine condition with no smears.
Outstanding
Outstanding in as new condition for

all crockery and glassware, polished
cutlery.
10
5.8 Restaurant Space and

Comfort
129
Unacceptable
Very crowded, cramped, uncomfortable,

loud noise, unpleasant atmosphere.
Acceptable
Comfortable but crowded, difficult

access for customers and servers.
39
My

Score

No.
Ratings
Points

Good
A certain amount of noise and activity,

comfortable temperatures, tables too
close for private conversation.
Very Good
Very good standard of comfort, private

conversations are possible.
12
Excellent
Well thought out table layout, no

intrusive noise or smells.
16
Outstanding
Outstanding environment and highest

levels of comfort, one of the best
available.
20
My

Score

5.9 Kitchen - Quality of Appliances
130
Compliance with Health and Sanitation

Code of the Philippines.
Old appliances, untidy but adequate

range.
Acceptable
Acceptable appliances, may be older but

in working condition.
Good
Well-designed kitchen and good layout,

appliances easily accessible.
Very Good
Obvious design features designed to

ensure efficiency. Very good standard of
appliances.
Excellent
Excellent layout and professionally

designed and staffed, excellent work
spaces.
Outstanding
Outstanding kitchen environment. One

of the best available. As new appliances.
10
Minimum 1-5
131 Unacceptable
5.10 Kitchen - Cleanliness
132
Unacceptable
Dirty dishes and cooking utensils,

poor food handling and food storage
processes.
Acceptable
Clean, tidy, cold storage procedures are

acceptable; basic hygiene standards are
followed.
Good
Well maintained appliances and clean

cooking utensils.
Very Good
Very good standard of kitchen. Very

hygienic, frequent cleaning is evident.
12
40
M M M M M
No.
Ratings
Points

Excellent
Excellent level of cleanliness, attention

to detail in all aspects of cleaning and
hygiene.
16
Outstanding
Spotless kitchen environment. As

new appliances in appearance and
cleanliness.
20
My

Score

Dimension 6: AMENITIES and SERVICES

6.1 Amenities - Guest Services
133
Free Internet connection available in

public areas for guests.
134
Housekeeping turndown service at

night.
135 Minimum 1-3
Room Service availability for minimum

of 12 hours.
Room Service 18-24 hours.
Minimum 4-5
6.2 Amenities Wellness Services

136
137
Fitness centre on site with cardio

machines and trained staff.
Fitness centre has trained staff on duty

with 5 or more cardio machines.
Massage services on site.
Spa with 3 or more treatment options.

138
139
Spa services must consist of massage,

body treatments and water applications.
Spa services include Traditional Filipino

treatments
Swimming pool with lifeguard on duty.
Swimming pool with clean and well

maintained facilities; size appropriate
for hotel.
41
M M M
m m
No.
Ratings
Points

140
Sports equipment available for hire as

appropriate to location.
141
Jacuzzi.
142
Sauna / Steam room.
6.3 Amenities General Services

143
Gift and souvenir shop.
144
Tour desk.
145
Hairdressers / salons.
146
Business Center (with PC, printer,

photo copier, internet connection, etc).
147
First Aid facility with trained staff on

site.
6.4 Amenities Conference /

Function Venue
Conference facilities / function rooms
to cater only for small groups (< 20
people).
Conference facilities / function rooms to

cater for groups (20-50 people).

12

16

cater for groups (>250 people) .
20
149
Conference equipment projector and

screen (sufficient for size of conference
room).
150
Conference equipment whiteboard/

flipchart (sufficient for size of
conference room).
148
42
My

Score

No.
Ratings
Points

151
Conference equipment microphones

and sound system (sufficient for size of
conference room).
152
Conference equipment pin boards and

moderation kit (sufficient for size of
conference room).
153
Conference equipment comfortable

and ergonomic conference chairs and
tables.
My

Score

Note: Decoration, furniture, temperature

control, lighting and cleanliness included in
public areas.
Dimension 7: BUSINESS PRACTICES

7.1 Business Processes
154
Minimum 1-5
Emergency and fire evacuation

procedures are followed and in place.
M M M M M
155
Minimum 1-5
Backup generator or emergency power

is available, capable of providing full
power.
M M M M M
156
Safety systems and documentation in

place to respond to possible natural
disasters and man-made threats.
157
Cleaning schedules in place that show

daily, weekly and seasonal cleaning and
checking procedures.
158
Maintenance plans that show plan

to address major areas requiring
maintenance.
159
Vermin/Pest control in place to identify

and eliminate pests such as rodents, bed
bugs, cockroaches, flies, etc.
160
Risk assessment audit conducted in the

last 5 years that reviews security threats
to the property.
161
Environmental
Environmental management system

in place to reduce waste with waste
reduction targets.
162
Environmental
Environmental systems in place to

reduce water with water reduction
targets.
43
Ratings
163
Environmental
Environmental systems in place to

reduce energy with energy reduction
targets.
164
Social
Training programme in place for staff

(minimum of 3 days per staff member/
year).
165
Social
Recruitment programme ensure local

people are employed (minimum 80%
from within the region).
166
Social
Procurement process ensures local

purchasing across all supply areas
(minimum 30% from within the region).
Environmental
Procurement process advocates

Green purchasing (minimum 20% of
food/ beverages, laundry services,
and cosmetics procured from organic
suppliers).
168
Guest complaint handling system.

(complaints are documented and
responded to within 24 hours).
169
Refund policy (if complaints cannot be

resolved to guest satisfaction, discounts
or compensation will be applied).
170
Guest feedback and satisfaction

monitoring system in place.
167
Points

No.
My

Score

Hotel meets all current regulations and

legislative requirements to operate a
Hotel.
171
Minimum 1-5
0
(Revised Fire Code, Environmental
Code, Air Pollution, Accessibility Law,
etc.)
7.2 Barrier-free Facilities for
Persons with Disabilities (PWD)
172
(Accessible Tourism) For PWD Rooms,

5% of all rooms shall be designated for
PWD, but not less than 2 rooms.
173
Reception areas shall provide low and

recessed or split-level counters that can
both accommodate standing persons
and those seated on wheelchairs.
174
All interior doors shall have at least a

width of 35 inches to accommodate big
and motorized wheelchairs.
44
M M M M M
No.
175
176
177
Ratings
Points

PWD Bed rooms shall have the

following:
Lever type door handles.
Dual height peepholes with the
lower one at 39 inches from the
floor.
Light switches at maximum 47
inches from the floor.
Electrical outlets at a minimum of
18 inches from the floor.
Bed height at maximum of 20
inches
Easy-to-open preferably sliding
closet doors.
Dual height hanger racks with the
lower rack at 55 inches from the
floor.
PWD Bathrooms shall have the

following:
Toilet flooring of non-slippery
surface materials even when wet.
Toilet bowls should be positioned
where a vertical or climbing bar
shall be positioned on the wall at
12 inches from the front tip of
the toilet bowl to offer support
when users pull or elevate
themselves to a standing position.
Grab bars should be placed on
both sides at 28-30 inches from
the floor for the safety and
effective utility, the distance
between the bars not exceeding
30 inches.
Toilet bowls should be elevated to
a range of 18-20 inches from the
floor.
At least one Elevator with PWD-friendly

features:
Can accommodate a minimum of
two (2) wheelchairs.
The exterior and interior button
panels shall not exceed 47 inches
from the floor.
The panel buttons shall feature
Braille signs or otherwise
embossed with familiar signs for
those not educated in Braille.
Speaker system shall also be in
place to inform the blind to what
floor the elevator is already at.
Equipped with handrails placed in
both sides at 28-30 inches from
the floor.
45
My

Score

46
BOOK FOUR
APPLICATION FOR ACCREDITATION
Rule IV.
Accreditation Process
Section 1. Filing of Application. Any person, partnership, corporation or other entity desiring
to operate a primary tourism enterprise as defined herein shall secure an accreditation from
the Department. Application for accreditation shall be accomplished online.
Section 2. Documentary Requirements. The Department shall issue a List of Documentary
Requirements to be complied with by applicants as part of the accreditation process.
Section 3. Inspection. An Inspection team shall conduct an audit of the establishment to
determine its classification. An oversight committee from the Department shall conduct
periodic inspection of the classified establishment.
Section 4. Validity of Accreditation. The Certificate of Accreditation shall be valid for a period
of two (2) years, unless sooner revoked by the Department.
Section 5. Schedule of Fees. The Department shall issue a schedule of accreditation fees
to be implemented by these Rules.
BOOK FIVE
CANCELLATION AND/OR DOWNGRADING OF ACCREDITATION
Rule V.
Cancellation and/or Downgrading of Accreditation
Section 1. Grounds for Cancellation. Any of the following acts, omissions shall be sufficient
grounds for the cancellation of accreditation:
a. Making any false declaration or statement or making use of any such declaration
or statement or any document containing the same or committing fraud or any
act of misrepresentation for the purpose of obtaining the issuance of accreditation;
b. Failure to comply with or contravene any of the conditions set forth in the
certificate of accreditation;
c. Failure to meet the standards and requirements for the operation of the
establishment as prescribed in these Rules and Regulations;
d. Allowing or permitting the establishment or its facilities to be used for prostitution
particularly those involving children or any illegal, immoral or illicit activities; and
e. Violation of or non-compliance with any of the provisions of these Rules,
promulgated orders, decisions and circulars issued by the Department and other
concerned government agencies.
47
Section 2. Procedure for Cancellation and/or Downgrading of Accreditation. Assessors

shall submit a report with recommendations based on the inspection findings to the Office
of Tourism Standards and Regulation (OTSR). The OTSR shall then send a letter to the
concerned enterprise regarding its deficiencies, specifying a grace period of a minimum
of 3 months within which to rectify such findings. Non-compliance within the allotted grace
period may result in the cancellation and/or downgrading of accreditation of the concerned
enterprise. The Department shall likewise inform the concerned local government unit
regarding the accreditation status of the enterprise.
BOOK SIX
SUPERVISION OF ACCREDITED ESTABLISHMENTS
Rule VI.
Supervision of Accredited Establishments
Section 1. Display of DOT Accreditation Seal. The valid DOT accreditation seal shall be
displayed in a conspicuous place of the establishment.
Section 2. Non-Transferability of DOT Accreditation Seal. The rights and privileges over the
accreditation shall be non-transferable.
Section 3. Periodic Inspection. The Department may send an inspection team to the
establishment for the purpose of finding out whether it is being kept and/or managed in
a manner conformable to the standards set by the Department. The inspection shall be
conducted at a reasonable time of the day with due regard and respect accorded to the right
to privacy of parties concerned.
Section 4. Defects and Deficiencies Found During the Inspection. Where certain defects
and deficiencies have been found in the course of inspection, the Department shall give
direction to the keeper, manager or operator to rectify the defects or deficiencies within a
reasonable period of time.
Section 5. Penalty for Failure to Remedy the Defects, etc. If the management fails to remedy
the defects or deficiencies, the Department may withdraw the certificate of accreditation of
the establishment.
Section 6. Advertisements. All DOT accredited hotels, resorts and apartment hotels which
shall advertise its business or services through print media must specify in the advertisement
item itself the DOT accreditation number.
48
BOOK SEVEN
OTHER PROVISIONS
Rule VII.
Miscellaneous and Transitory Provisions
Section 1. Confidential Character of Certain Data. Information and documents received or

filed with the Department in pursuance of the requirements of these Rules shall be treated
as confidential and shall not be divulged to any private party without the consent of the party
concerned.
Section 2. Circulars. The Department shall from time to time, issue relevant memoranda
and circulars for proper implementation of the provisions of these Rules.
Section 3. Separability Clause. The provisions of these Rules are hereby declared separable,
and in the event that any one or more of such provisions are declared invalid, the validity of
all other provisions shall not be affected thereby.
Section 4. Repealing Clause. All existing Rules and Regulations or Circulars issued by
the Department of Tourism which are inconsistent with the provisions of these Rules, are
hereby repealed and/or modified accordingly.
Section 5. Effectivity. These Rules and Regulations shall take effect immediately.

APPROVED AND PROMULGATED THIS 2nd DAY OF May 2012, MANILA,
PHILIPPINES.
(SGD.) RAMON R. JIMENEZ, JR.

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

Undersecretary
49

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TABLE OF CONTENTS

BOOK ONE - GENERAL PROVISIONS

Rule I. Definition and Basic Guidelines

Section 2. Definition of Terms.................................................................... 1

BOOK TWO - STAR GRADING SYSTEM

Section 1. Five Star Grading System........................................................ 3

BOOK THREE ACCREDITATION STANDARDS

Rule III. Accreditation Standards for Hotels

Dimension 1. ARRIVAL / DEPARTURE R

Dimension 2: PUBLIC AREAS

Public Areas - Decoration - Design and Quality................. 10

2.11 Public Areas Lighting Condition................................... 15

3.1 Room Size.......................................................................... 16

4.1 Bathroom Minimum Requirements................................

4.14 Bathroom Amenities Availability................................. 35

Dimension 5: FOOD AND BEVERAGE

5.1 Food and Beverage- Availability of Restaurants................ 36

Dimension 6: AMENITIES AND SERVICES

Amenities Guest Services............................................... 41

Dimension 7: BUSINESS PRACTICES

7.1 Business Processes........................................................... 43

BOOK FOUR APPLICATION FOR ACCREDITATION

Rule IV. Accreditation Process

Section 1. Filing of Application.................................................................. 47

BOOK FIVE CANCELLATION AND/OR DOWNGRADING OF ACCREDITATION

Rule V. Cancellation and/or Downgrading of Accreditation

Section 1. Grounds for Cancellation......................................................

BOOK SIX SUPERVISION OF ACCREDITED ESTABLISHMENTS

Rule VI. Supervision of Accredited Establishments

Section 1. Display of DOT Accreditation Seal ....................................... 48

Section 2. Non-Transferability of DOT Accreditation Seal.....................

Section 3. Periodic Inspection................................................................ 48

Section 4. Defects and Deficiencies Found During the Inspection........ 48

Section 5. Penalty for Failure to Remedy the Defects, etc.................... 48

BOOK SEVEN OTHER PROVISIONS

Rule VII.Miscellaneous and Transitory Provisions

Section 1. Confidential Character of Certain Data.................................

Section 2. Circulars ................................................................................

Section 3. Separability Clause............................................................... 49

Section 4. Repealing Clause.................................................................. 49

INTRODUCING THE FIVE STAR GRADING SYSTEM

Total Score (Hotel, Resort, Apartel)

251 400 points

401 550 points

551 700 points

701 850 points

851 1000 points

Arrival & Departure

Food & Beverage

Each dimension consists of a number of indicators which describe either the

DOT MEMORANDUM CIRCULAR NO. 2012-02

d. Department or DOT shall refer to the Department of Tourism created

Mandatory Requirements (M) shall refer to those requirements without

g. Minimum Requirements (m) shall refer to those requirements which are

Primary Tourism Enterprises refers to travel and tour services; land,

Quality Gradings shall refer to such terms as unacceptable, adequate,

k. Resort shall refer to full service accommodation located in a more

Rules shall refer to these Rules and Regulations implementing the

m. Standards shall refer to a set of written functional, aesthetic and technical