Diamond Rating s - AAA Publishing Tourism Information Development 1000 AAA Drive Heathrow, FL 32746-5063

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Diamond Rating s - AAA Publishing Tourism Information Development 1000 AAA Drive Heathrow, FL 32746-5063
L   o    d    g  i     n     g
                      R e q u i r e m e n t s
                      &  D i a m o n d   R a t i n g
                      G u i d e l i n e s

AAA Publishing
Tourism Information
Development
1000 AAA Drive
Heathrow, FL
32746-5063
Diamond Rating s - AAA Publishing Tourism Information Development 1000 AAA Drive Heathrow, FL 32746-5063
G u e s t ro o m
                                   ONE DIAMOND                                 TWO DIAMOND                                 THREE DIAMOND                                     FOUR DIAMOND                                    FIVE DIAMOND
          Furnishings       Basic functional décor with limited         Good, comfortable décor with evidence of      Furniture, fixtures, equipment, and décor        Upscale, decorative, well-appointed,           Outstanding elegance and appeal with
          and Décor         coordination of furniture, fixtures, and    increased coordination of furniture,          are well-coordinated, well-fitted, attractive,   keeping with the theme of the property;        unique style, displaying luxurious
                            equipment                                   fixtures, and equipment that reflect          and offer an enhanced degree of comfort          high degree of comfort, featuring              furnishings and artistic elements;
                                                                        current industry trends                                                                        professionally fitted coverings                additional furnishings such as end tables,
                                                                                                                                                                                                                      coffee, or occasional tables are common

          Free Floor        Sufficient space to allow guests freedom    Good-size rooms with limited seating area     Very good-size, well-proportioned rooms          3 plus: Obvious degree of                      4 plus: Allowing generous ease of
          Space             of movement throughout the guestroom                                                      with comfortable seating area                    spaciousness allowing increased ease of        movement, comfort, and relaxation for
                            with no restrictions                                                                                                                       movement for guests                            guests
          Wall Coverings    Basic quality of simple design              Walls are plasterboard or vinyl coverings;    Walls are painted, stuccoed, or have vinyl       Walls have excellent quality wall covings      Walls have outstanding quality, decorative
                                                                        rubber or vinyl baseboard floor coving        wall coverings with carpeted or wood             or treatments with ceiling trim or             wall coverings or treatments with ceiling
                                                                                                                      baseboard floor coving                           decorative border and wood baseboard           trim or decorative border and wood
                                                                                                                                                                       coving                                         baseboard coving

          Wall Hangings     Posters or commercial artwork with wood     Good quality framed artwork                   Very good quality matted and framed              Upscale, matted, and framed artwork            Sophisticated prints or lithographs with
                            or metal frames                                                                           artwork                                                                                         enhanced matting and frames

          Floor Coverings   Basic quality of simple design              Good quality floor coverings coordinated      Very good quality carpet, wood or tile           Excellent quality carpet, wood, marble,        Outstanding quality of carpet with
                                                                        with the overall décor                        floors with area rugs accenting the overall      granite, or other high-end stone floors        distinctive design pattern; highly polished
                                                                                                                      décor                                            with unique area rugs                          wood, marble, granite, or other high-end
                                                                                                                                                                                                                      stone floors with elegant area rugs

          Window            Basic drapes, blinds, or shades             Good quality; semi- or full blackout drapes   Very good quality blackout drapes;               3 plus: Excellent quality with sheers          4   plus: Outstanding quality and design
          Coverings                                                                                                   enhanced shades or blinds with side              and valance
                                                                                                                      drapes

          Bedding           Adequate quality mattress and box           1   plus: Good quality and comfort            2   plus: Very good quality and comfort          3 plus: Excellent quality with obvious         4   plus: Outstanding quality and comfort
                            springs                                                                                                                                    comfort enhancements
                            Various style bedspreads and bed linens     Good quality bed linens, including semi-      Very good quality bed linens, including          Excellent quality bed linens, including        Outstanding quality bed linens, including
                                                                        quilted, cotton/poly bedspreads               filled and quilted bedspreads                    quilted bedspreads, comforters with dust       plush, quilted bedspreads, comforters
                                                                                                                                                                       ruffles, duvets, or similar enhancements;      with dust ruffles, duvets, or similar
                                                                                                                                                                       triple sheeting and choice of pillow fills     enhancements; triple sheeting and choice
                                                                                                                                                                                                                      of pillow fills

          Clothes Hanging   Open wall-mounted clothes rack              Semi-enclosed clothes hanging area with       Fully enclosed clothes-hanging space             3 plus: At least eight open-hook wood          4 plus: At least 10 hangers; illuminated
          Space                                                         detachable wood, plastic, or heavy metal      with at least six wood or plastic                hangers                                        closet
                                                                        hangers                                       removable, matching hangers

          Clothes Storage   Open clothes storage space or drawers       Enclosed clothes storage space                2 plus: Ample space for one piece of             3 plus: Sufficient space for two pieces        4   plus: Ample space
          Space                                                                                                       luggage; folding metal rack or credenza          of luggage; upgraded racks or benches
                                                                                                                      top

          Illumination      Adequate overall illumination               Good overall illumination provided by         Very good overall illumination provided by       3 plus: Excellent overall illumination;        4 plus: Outstanding level of illumination
                                                                        three well-positioned sources                 four or more well-positioned sources             free standing fixtures in appropriate          providing the highest degree of guest
                                                                                                                                                                       places                                         comfort

          Furniture         Basic functional furniture of mixed style   Good quality particleboard construction       Very good quality construction with              Excellent quality furnishings; veneer finish   Evidence of custom design and
                            and construction                            with laminate finish                          laminate finish; solid wood trim accents;        with solid wood trim accents, laminate         workmanship in style of furnishings; solid

                                                                                                                                                                                                                                                                         SECTION THREE
                                                                                                                      furnishings are freestanding                     insets                                         wood or other upscale materials
          Seating           One chair                                   1 plus: One additional comfortable            2 plus: Comfortable conversational and           3 plus: Excellent quality, comfort, and        4 plus: Outstanding quality providing an
                                                                        chair; vinyl or fabric upholstery             television viewing arrangement; armchairs        variety, such as a loveseat or oversized       ultimate degree of guest comfort
                                                                                                                      have fabric upholstery with padded seats         chair with ottoman

          Writing Surface   Duplex, triplex, or small task table        Desk or good-size task table                  2   plus: Very good size                         3   plus: Large oversized desk                 4 plus: Desktop enhancements, such
                                                                                                                                                                                                                      as desk blotter, pen/pencil set, etc.

          Television        Wall-mounted, pedestal, or stationary       Pedestal or stationary television             Television located on credenza top or in         Television located in closed armoire           Television located in closed armoire
                            television                                                                                open armoire
          Placement
          Ventilation       Heat and air conditioning available;        1 plus: Conveniently located through          2 plus: Easily accessible controls;              Central system with thermostat control         Thermostat control
                            window-style air-conditioning units         wall units                                    temperature controls in each guestroom;
                                                                                                                      offer guest choice of air conditioning
                                                                                                                      and heat

 20    The Diamond Rating Criteria                                                                                                                                                              The Diamond Rating Criteria                                         21
Diamond Rating s - AAA Publishing Tourism Information Development 1000 AAA Drive Heathrow, FL 32746-5063
G u e s t ro o m
Amenities
                                ONE DIAMOND                                TWO DIAMOND             THREE DIAMOND                              FOUR DIAMOND                              FIVE DIAMOND

                         Touch-tone telephone                      1    plus:                  2   plus:                                 3   plus:                               4   plus:
                         Basic styrofoam ice bucket with plastic   Television remote control   Oversized television with portable full   Multiple or cordless telephone          Expanded phone features such as pre-
                         tumblers                                                              function remote control                                                           programmed dialing keys
                                                                   Channel directory                                                     Two-line telephones
                                                                                               Free and pay-per-view movie channels                                              Fax machine
                                                                   Data ports available                                                  High-speed Internet access
                                                                                               Video games                                                                       Decorative, insulated ice bucket with lid;
                                                                   Message light                                                         Insulated and padded vinyl ice bucket
                                                                                                                                                                                 selection of glassware
                                                                                               Easily accessible data ports              with lid; glass tumblers
                                                                   Plastic ice bucket
                                                                                                                                                                                 Enhanced clock radio
                                                                                               Long phone cords                          Enhanced guest-service directory in
                                                                   Clock
                                                                                                                                         folder                                  CD player with at least one CD selection
                                                                                               Voice messaging
                                                                   Notepads and pencils
                                                                                                                                         Upgraded stationery                     Upscale guest-service directory in folder
                                                                                               Insulated, plastic ice bucket with lid
                                                                                                                                         Framed or beveled full-length mirror    Umbrella
                                                                                               Clock radios
                                                                                                                                         Full-size iron and ironing board        Two robes and two pairs of slippers
                                                                                               Notepads and pens
                                                                                                                                         Additional reading materials such as    In-room safe
                                                                                               Guest-service directory
                                                                                                                                         magazines, books, etc.
                                                                                               Utility bags
                                                                                                                                         Minibar
                                                                                               Full-length mirror
                                                                                               Iron and ironing board
                                                                                               Coffee maker and supplies, including
                                                                                               tea bags
                                                                                               Complimentary daily newspaper

                                                                                                                                                                                                                                   SECTION THREE
 22    The Diamond Rating Criteria                                                                                                                                The Diamond Rating Criteria                                 23
Diamond Rating s - AAA Publishing Tourism Information Development 1000 AAA Drive Heathrow, FL 32746-5063
B a t h ro o m s
                                  ONE DIAMOND                                   TWO DIAMOND                                  THREE DIAMOND                                   FOUR DIAMOND                                 FIVE DIAMOND

          General          Basic functional décor with limited           Good décor with evidence of increased           Fixtures and décor are well-coordinated,      Upscale, decorative, well-appointed, and     Outstanding elegance and appeal with
                           coordination of fixtures                      coordination of fixtures that reflect current   attractive, and offer enhanced style          in keeping with the theme of the property;   unique style displaying luxurious
                                                                         industry trends                                                                               high degree of style; some artwork or wall   furnishings and artistic elements
                                                                                                                                                                       enhancements

          Free Floor       Relatively compact yet sufficient space for   Good-size bathrooms; exterior vanity            Very good-size bathrooms; exterior vanity     Excellent-size bathrooms affording guests    Spacious bathrooms allowing generous
          Space            unrestricted guest movement                   areas are positioned in plain view of the       areas are positioned in restricted view       increased ease of movement and comfort       ease of movement, comfort, and
                                                                         guestroom                                       from the rest of the guestroom                                                             relaxation

          Wall and Floor   Wall and floor coverings are of basic         Good quality wall and floor covering,           Very good quality, including vinyl or         Excellent quality, including ceramic tile,   Outstanding quality and design
          Coverings        quality and simple design                     including painted or vinyl walls with vinyl,    textured walls and ceramic tile flooring,     marble, or granite flooring
                                                                         ceramic, or mosaic floor tiling                 reflecting industry trends

          Fixtures         Mixture of tub/shower and shower only         1 plus: Good quality ceramic tile,              Tub/shower combinations; very good            3 plus: Excellent quality ceramic tile,      4 plus: Large separate shower stall in
                           combinations; fiberglass or adequate          fiberglass, or acrylic shower walls; good       quality fixtures; very good quality ceramic   marble or poured acrylic; enhanced           addition to the tub; outstanding quality
                           quality ceramic tile shower walls;            quality fixtures                                tile or poured acrylic; nylon or vinyl        faucets and fixtures; decorative double      marble or outstanding quality ceramic
                           adequate quality fixtures                                                                     shower curtain                                shower curtain; upgraded shower heads;       tile shower walls; outstanding quality
                                                                                                                                                                       tub- and shower-height soap dishes           decorative double shower curtain with
                                                                                                                                                                                                                    enhancements

                           Wall-mounted sink with limited additional     1 plus: Good-size laminate or cultured          Very good-size poured acrylic, skirted        3 plus: Excellent quality including          4 plus: Separate or semi-separate
                           shelf space or small skirted vanity; small    marble skirted vanity; good-size mirror;        vanity; very good-size beveled or framed      marble or other high-grade surface; large    enclosed commode area
                           mirror or medicine cabinet                    fixtures reflect current industry trends        mirror                                        framed mirror

          Amenities        Adequate quality towels on caddies or         Good quality towels on bars                     Very good quality towels on bars or           3 plus: Excellent quality, plush towels;     4   plus: Outstanding quality towels
                           bars                                                                                          shelves                                       oversized

                           Two small bars of soap or equivalent          Two medium-size bars of soap, or                Two large bars of soap, or equivalent; one    Five-piece amenity package of excellent      4 plus: Seven-piece amenity package
                                                                         equivalent; one packet item; simple             bottled item; attractively presented;         quality with an upscale presentation;        of outstanding quality
                                                                         presentation                                    additional amenities are available at the     upscale, decorative soap dish
                                                                                                                         front desk

                           Facial tissues                                Facial tissues in chrome, wall-mounted          Facial tissues inset in vanity                Facial tissues of excellent quality in       Facial tissues in custom-designed
                                                                         covers                                                                                        decorative container                         container

                                                                         Hair dryers and extra amenities available       Wall-mounted hair dryer                       Free-standing hair dryer                     4 plus: Scale; illuminated makeup
                                                                         at the front desk                                                                                                                          mirror

                                                                                                                         Night light                                   3 plus: Bathroom area rug; makeup
                                                                                                                                                                       mirror; telephone

                                                                                                                                                                                                                                                                    SECTION THREE
 24     The Diamond Rating Criteria                                                                                                                                                               The Diamond Rating Criteria                                  25
Four and Five Diamond Service Expectations

Guest Services

                          FOUR DIAMOND                                        FIVE DIAMOND                                                       FOUR DIAMOND                                       FIVE DIAMOND
Reservations      Accepted 24 hours, either at property or through   4 plus:                                             Check-in        Escort provides a warm and sincere greeting,      4 plus:
                  a central reservation system                       Reservationist thanks guest for calling, provides   Bell Services   using guest’s name                                Escort takes the initiative in providing information
                  Phone promptly answered within three rings         an introduction, asks for guest’s name                              Escort is able to provide information about       about all facilities
                  Warm and sincere greeting offered                  Reservationist addresses guest by name                              facilities when asked                             Escort exhibits a sincere desire and compliance
                  Reservationist offers rate structure, available    Reservationist anticipates guest’s needs                            Escort offers to hang garment bag and place       to all guest requests
                  rooms, facilities, and services                                                                                        luggage on luggage stand or in appropriate area   Escort anticipates guest’s needs
                                                                     Reservationist exhibits competent knowledge of
                  Reservationist gives choice of smoking or          all associated facilities and hours of operation                    Escort explains features and functions of room    Escort addresses guest by name during closing
                  nonsmoking room, explains if property is a         Reservationist exhibits sincerity and polish in                     Escort offers to fill ice bucket
                  smoke-free premise                                 complying to all guest requests                                     Escort asks if there are any other ways to be
                  Reservationist collects registration information   Reservationist asks if there are any other ways                     of service
                  Reservationist explains deposit and cancellation   to be of service                                                    Escort offers a warm and sincere closing
                  policies                                           Property sends written confirmation
                  Reservationist explains unusual payment options                                                        Housekeeping    Turndown service available on request (Service    4 plus:
                  Reservationist reviews reservation request
                                                                                                                         Services        may be requested with 4 diamond only)             Full evening housekeeping service is automatic
                                                                                                                                         Operator answers phone promptly within three      Operator exhibits a sincere desire and
                  Reservationist gives confirmation number or                                                                            rings
                  contact’s name                                                                                                                                                           compliance to all guest requests
                                                                                                                                         Operator provides a warm and sincere greeting,    Operator anticipates guest’s needs
                  Reservationist warmly and sincerely thanks                                                                             using guest’s name
                  guest for calling                                                                                                                                                        Operator asks if there are any other ways to be
                                                                                                                                         Operator offers a warm and sincere closing        of service
                  Reservationist addresses guest by name during
                  closing                                                                                                                Attendant accommodates requests for time          Operator addresses guest by name during closing
                                                                                                                                         of service
Arrival           Uniformed attendant promptly opens the car         4 plus:                                                                                                               Replaces depleted amenities
                                                                                                                                         Folds back or removes bedspread
                  door and provides a warm and sincere welcome       Attendant makes a proper introduction inquiring                                                                       Delivers gift amenity such as goodnight wish,
                  greeting                                                                                                               Turns up pillows                                  chocolates, etc.
                                                                     about the guest’s name
                  Attendant explains parking procedure                                                                                   Straightens bathroom, re-points tissues,          Refreshes ice
                                                                     Attendant uses guest’s name                                         wipes surfaces
                  Attendant promptly unloads luggage, explains       Valet parking is automatic                                                                                            Displays evening services such as robe on bed,
                  handling procedure, and gives direction to                                                                             Replaces used towels                              laundry, shoeshine, etc.
                                                                     Attendant anticipates guest’s needs                                 Empties wastebasket
                  registration area                                                                                                                                                        Attendant leaves personalized welcome message
                                                                     Attendant exhibits sincerity and polish in                          Cleans ashtray                                    for guest
                  Attendant offers a warm and sincere closing
                                                                     complying to guest requests
                                                                                                                                         Adjusts drapes                                    Evidence of personalized services exists
                                                                     Attendant escorts guest to appropriate area
                                                                                                                                         Adjusts room lighting
                                                                     Attendant addresses guest by name during
                                                                     closing                                                             Replaces used glasses
                                                                     Lobby greeters are available to escort guest                        Turns on soft level music
                                                                     to appropriate area
                                                                                                                         Wake-Up Calls   Service is available 24 hours a day, seven days   4 plus:
Check-In          Attendant provides a warm and sincere greeting;    4 plus:                                                             a week                                            Operator asks if there are any other ways to be

                                                                                                                                                                                                                                                  SECTION THREE
                  recognizes guest appropriately                     Attendant addresses guest by name during initial                    Service number is answered within three rings     of service
                  Attendant acknowledges guests waiting in line      greeting, as appropriate thereafter                                 Operator provides a warm and sincere greeting,    Operator addresses guest by name during closing
                  with a warm and welcoming greeting                 Attendant exhibits a sincere desire and                             using guest’s name when call is requested         Live, personal call received within five minutes
                  Registered guests are not asked for duplicate      compliance to all guest requests                                    Operator asks appropriate questions and replies   of requested time
                  information                                        Attendant asks if there are any other ways to be                    in a professional manner                          Message includes a warm and sincere greeting
                  Attendant confirms rate and type of room           of service                                                          Operator offers a warm and sincere closing        with use of guest’s name
                  Attendant delivers messages discreetly             Attendant provides introduction to escort                           Automated, personal call received within five     Message includes time of call
                  Attendant provides room number discreetly                                                                              minutes of requested time (Service may be         Message includes other pertinent information
                                                                                                                                         automated with 4 diamond only)                    such as weather
                  Attendant places all registration materials into
                  the guest’s hand                                                                                                                                                         Operator asks if there are any other ways to be
                  Attendant arranges escort of guest and                                                                                                                                   of service
                  belongings to room                                                                                                                                                       Operator offers a warm and sincere closing
                  Attendant offers a warm and sincere closing                                                                                                                              Operator addresses guest by name during closing
                  Attendant addresses guest by name during closing                                                                                                                         Evidence of personalized services exists
 26        The Diamond Rating Criteria                                                                                                                                  The Diamond Rating Criteria                                   27
Guest Services                     (Continued)

                        FOUR DIAMOND                                        FIVE DIAMOND                                                       FOUR DIAMOND                                         FIVE DIAMOND
Room Service    Service number is answered within three rings       4 plus:                                            Check-Out       Express check-out services are available 24         4 plus:
Order Taking    Operator provides a warm and sincere greeting,      Service is available 24 hours a day, seven days                    hours/seven days a week                             Attendant addresses guest by name during initial
                using guest’s name                                  a week                                                             Attendant provides a warm and sincere greeting;     greeting, as appropriate thereafter
                Operator asks appropriate questions and replies     Operator exhibits a sincere desire and                             recognizes guest appropriately                      Attendant exhibits a sincere desire and
                in a professional manner                            compliance to all guest requests                                   Attendant acknowledges guests waiting in line       compliance to all guest requests
                Operator repeats order to guest                     Operator anticipates guest’s needs                                 with a warm and welcoming greeting                  Attendant asks if there are any other ways to
                Operator gives time estimate for delivery           Operator asks if there are any other ways to be                    Attendant inquires about guest’s stay               be of service
                (within 30 minutes)                                 of service                                                         Attendant provides a copy of bill for review into   Attendant sincerely encourages guest to return
                Operator offers a warm and sincere closing          Operator addresses guest by name during closing                    the guest’s hand                                    Attendant arranges escort of guest and
                Operator calls to advise guest if order will be     Evidence of personalized services exist                            Attendent confirms payment method                   belongings to exit
                late or items ordered are not available                                                                                Attendant places check-out folio into the guest’s   Attendant provides introduction to escort
                Special express services are available for                                                                             hand                                                Attendant addresses guest by name during
                breakfast orders                                                                                                       Attendant expresses a warm and sincere thank-       closing
                                                                                                                                       you for staying at the property
Room Service    Delivered within five minutes of time promised      4 plus:                                                            Attendant offers a warm and sincere closing
Delivery        Morning newspaper delivered to door or with         Attendant provides a warm and sincere greeting,
                breakfast (If delivered to guest door, the paper    using guest’s name
                is presented with breakfast)                        Attendant exhibits a sincere desire and            Departure       Guest does not wait more than five minutes for      4 plus:
                Attendant offers a suggestion as to tray/table      compliance to all guest requests                                   transportation                                      Guest’s vehicle is waiting or comfortable
                placement                                           Attendant anticipates guest’s needs                                Attendant provides a warm and sincere greeting,     accommodations are made by escort
                Attendant reviews guest order                       Attendant is conversant during set-up and                          using guest’s name                                  Attendant anticipates guest’s needs
                Attendant prepares table set-up and removes         delivery                                                           Attendant is conversant pertaining to the guest’s   Attendant reviews all of guest’s belongings and
                food covers with guest permission                   Attendant asks if there are any other ways to                      stay                                                placement in vehicle
                Food presentation and quality of ingredients        be of service                                                      Attendant opens and closes door for guest(s)        Attendant asks if there are any other ways to
                reflects an upscale experience                      Attendant addresses guest by name during                           Attendant offers a warm and sincere closing         be of service
                All appropriate dishware and linens are of an       closing                                                                                                                Attendant addresses guest by name during
                upscale quality                                     Evidence of personalized services exists                                                                               closing
                All food is served at the proper temperature
                (hot food hot and cold food cold)
                                                                                                                       Concierge &     Accurate pre-programmed phones                      4 plus:
                All food is prepared as ordered
                                                                                                                       Miscellaneous   Concierge service number is answered within         Concierge is on duty or a special services
                Attendant offers to pour beverage                                                                      Services        three rings                                         number is available for guests 24 hours, seven
                Attendant provides written or verbal instructions                                                                      If by phone, operator provides a warm and           days a week
                for the table/tray removal                                                                                             sincere greeting, using guest’s name                Attendant makes a proper introduction, asks
                Attendant offers a warm and sincere closing                                                                            Attendant/operator is knowledgeable of all area     guest’s name
                Prompt removal of trays/tables, upon request                                                                           attractions and services                            Attendant uses guest’s name
                                                                                                                                       Attendant/operator asks if there are any other      Attendant/operator exhibits a sincere desire
Bell Service    Service number is answered within three rings       4 plus:                                                            ways to be of service                               and compliance to all guest requests
Check-Out       Operator provides a warm and sincere greeting,      Operator exhibits a sincere desire and                             Attendant/operator offers a warm and sincere        Attendant/operator anticipates guest’s needs
                using guest’s name                                  compliance to all guest requests                                   closing                                             Short-notice pressing is available

                                                                                                                                                                                                                                              SECTION THREE
                Operator offers to retrieve car or arrange other    Operator anticipates guest’s needs                                 Attendant/operator addresses guest by name          Shoe shine service is available
                transportation                                      Operator asks if there are any other ways to be                    during closing
                                                                                                                                                                                           Butler services are available
                Operator offers a warm and sincere closing          of service                                                         Overnight valet and laundry available
                Bellman arrives promptly; if not within five        Operator addresses guest by name during closing                    Miscellaneous charges are billed directly to
                minutes, guest is notified of delay at time of      Bellman exhibits a sincere desire and compliance                   the guest’s room
                request                                             to all guest requests                                              Food and beverage outlets reflect the
                Bellman provides a warm and sincere greeting,       Bellman anticipates guest’s needs                                  characteristics of the property
                using guest’s name
                                                                    Bellman asks if there are any other ways to be     Staff           All associates exhibit a professional vocabulary    4 plus:
                Bellman inquires about guest’s stay                 of service
                                                                                                                                       All associates consistently maintain eye contact    Guests are graciously escorted to areas when
                Bellman is conversant with guest while providing    Bellman addresses guest by name during closing                     with guests                                         directions are requested
                assistance
                                                                                                                                       All associates are appropriately attired; name      There is evidence that all associates are
                Bellman offers a warm and sincere closing
                                                                                                                                       tags                                                empowered by management to resolve guest
                                                                                                                                                                                           issues immediately

 28      The Diamond Rating Criteria                                                                                                                                   The Diamond Rating Criteria                                 29
S     e      c     t    i    o     n           F      o     u     r          –
         Additional Information                                                                          Property Classifications
                                                                                                         A L L D I A M O N D R AT E D L O D G I N G S A R E C L A S S I F I E D U S I N G
                                                                                                         THREE KEY DESCRIPTIVE ELEMENTS.
         The Listing                                                                                     F I R S T, A L L L O D G I N G S A R E C L A S S I F I E D B Y S T Y L E O F

       O
         ONCE A PROPERTY IS APPROVED, AAA PUBLISHING                                                     O P E R AT I O N :
         E S TA B L I S H E S T H E C O N T E N T A N D F O R M AT O F E A C H L I S T I N G                    ◆   Bed and Breakfast: Small-scale properties emphasizing a high degree of
         I N A L L O F O U R P U B L I C AT I O N S . The basic listing is provided at no cost to                   personal touches that provide guests an “at home” feeling. Guest units tend to
         the establishment. This listing does not contain advertising or promotional phraseology                    be individually decorated. Rooms may not include some modern amenities
         purchased by the operator.                                                                                 such as televisions and telephones, and may have a shared bathroom. Usually
                                                                          THE BASIC LISTING                         owner-operated with a common room or parlor separate from the innkeeper’s
            The listing copy describing the lodging is based in
                                                                                                                    living quarters, where guests and operators can interact during evening and
         part on objective information provided by the             IS PROVIDED AT NO COST TO
                                                                                                                    breakfast hours. Evening office closures are normal. A continental or full, hot
         establishment. This listing information is updated             THE ESTABLISHMENT.                          breakfast is served and is included in the room rate. See the B&B/Country Inn
         annually, and your establishment will be contacted                                                         Requirements & Diamond Rating Guidelines booklet for additional information.
         either in person, by mail, or via the telephone.
                                                                                                                ◆   Condominium: Vacation-oriented or extended-stay, apartment-style
            Failure to provide this information in a timely manner will result in the deletion of your              accommodations that are routinely available for rent through a management
         establishment from our database.                                                                           company. Units vary in design, décor and often contain one or more bedrooms,
            Additionally, AAA’s professionally trained Tourism Editors enhance our inventory with                   living room, full kitchen, and an eating area. Studio-type models combine the
                                                                                                                    sleeping and living areas into one room. Typically, basic cleaning supplies,
         descriptive prose for each establishment. This skilled degree of subjectivity enables us to
                                                                                                                    kitchen utensils and complete bed and bath linens are supplied. The guest
         capture the feel of an experience and pass along this valuable information to members.
                                                                                                                    registration area may be located off site.
            Each diamond rated property has the opportunity to participate in the AAA Official
                                                                                                                ◆   Cabin/Cottage: Vacation-oriented, small-scale, freestanding houses or cabins.
         Appointment Program, entitling the establishment to use the renowned AAA/CAA emblem                        Units vary in design, décor and often contain one or more bedrooms, living
         and diamond rating in its advertising and promotions. This program also entitles the                       room, kitchen, dining area, and bathroom. Studio-type models combine the
         establishment to an enhanced listing in AAA publications. Personalized display advertising                 sleeping and living areas into one room. Typically, basic cleaning supplies,
         in AAA publications is also available (see back cover).                                                    kitchen utensils, and complete bed and bath linens are supplied. The guest
                                                                                                                    registration area may be located off site.
         FYI Designation
                                                                                                                ◆   Country Inn: Although similar in definition to a bed and breakfast, country
           This designation means that a property has not been diamond rated by a AAA Tourism                       inns are usually larger in scale with spacious public areas and offer a dining
         Editor but is of notable significance and potential member value. The property is unrated                   facility that serves at least breakfast and dinner. See the B&B/Country Inn
         due to one of the following reasons:                                                                       Requirements & Diamond Rating Guidelines booklet for additional information.
                 ◆   The property is too new to rate.                                                           ◆   Motel: A one to three story establishment typically with exterior room entrances
                 ◆   The property is under construction.                                                            facilitating convenient access to parking. The standard guest units have one
                 ◆   The property is undergoing extensive renovations.                                              bedroom with a bathroom and are typically similar in décor and design
                 ◆   The property has not been evaluated.                                                           throughout. Public areas are limited in size and/or the variety of facilities
                 ◆   The property does not meet Diamond Rating requirements.                                        available.
                                                                                                                ◆   Ranch: Typically a working ranch with an obvious rustic, western theme. In

                                                                                                                                                                                                             SECTION FOUR
                                                                                                                    general, equestrian-related activities are featured, but ranches may include
                                                                                                                    other animals and activities as well. A variety of guest unit styles are offered
                                                                                                                    in a family-oriented atmosphere.
                                                                                                                ◆   Small-scale Hotel: A multistory establishment typically with interior room
                                                                                                                    entrances. A variety of guest unit styles are offered. Public areas are limited
                                                                                                                    in size and/or the variety of facilities available.
                                                                                                                ◆   Large-scale Hotel: A multistory establishment with interior room entrances.
                                                                                                                    A variety of guest unit styles are offered. Public areas are spacious and include
                                                                                                                    a variety of facilities such as a restaurant, shops, fitness center, spa, business
                                                                                                                    center, or meeting rooms.

30   Additional Information                                                                                                                              Additional Information                         31
◆   Vacation Home: Vacation-oriented or extended-stay, large-scale, freestanding          Accessibility
                     houses that are routinely available for rent through a management company.
                     Houses vary in design, décor and often contain two or more bedrooms, living
                                                                                                           Barrier-Free Travel
                     room, full kitchen, dining room, and multiple bathrooms. Typically, basic                Full access to lodgings, and their public areas, is an important issue for mature travelers
                     cleaning supplies, kitchen utensils, and complete bed and bath linens are             and those with disabilities. Currently, there are 54 million Americans with disabilities, about
                     supplied. The guest registration area may be located off site.                        20 percent of the population; 5.3 million Canadians have a disability, about 18 percent of
                                                                                                           the population. In the U.S., this powerful market segment has a combined annual income of
         S E C O N D , A D E T E R M I N AT I O N I S M A D E P E R TA I N I N G T O                       nearly $700 billion - $175 billion in discretionary dollars. They spend an average of $3,000
         O V E R A L L C O N C E P T, A N D A L O D G I N G M AY B E :                                     per trip, representing $117 billion in travel dollars. Yet, because of barriers to travel,
                 ◆   Independent: Any lodging operation consisting of no more than two separate            80 percent of people with disabilities do not travel.
                     outlets of the same name and concept. This definition includes all types of
                                                                                                              AAA has long recognized the importance of meeting the needs of all travelers by
                     concepts, service levels, and styles of operation.
                                                                                                           providing barrier-free travel information for travelers. In 2001, AAA began displaying a new
                 ◆   Chain: Any lodging operation with three or more separate outlets of the same          Accessible Features icon in AAA and CAA membership publications and in retail products.
                     name and concept, service level, and style of operation.
                                                                                                              Also in 2001, new, expanded accessible criteria icons will appear with selected properties
         F I N A L LY, T H E R E S P E C T I V E S E R V I C E L E V E L I S N O T E D :                   in AAA specialty retail publications.
                 ◆   Full Service: A full range of services and facilities are available and any self-                  Accessible Features: This property has some accessible features. It may be fully
                     service aspects are solely at the preference of the guest. Property is staffed 24                  accessible, semi-accessible or meet the needs of hearing-impaired individuals.
                     hours a day with extended hours of operation in key areas. All facilities are on                   Call the property directly to determine exactly what accessible features are
                     premise and typically include a full-service restaurant, lounge, conference                        offered.
                     facilities, and business and fitness centers.
                                                                                                                        HOH/Deaf: Suitable for a guest who is deaf or hard of hearing but has no
                 ◆   Moderate Service: A variety of services and facilities are available, but with                     mobility impairment. Communication and alerting equipment can be portable.
                     limited hours of operation. Self-service aspects may be required at
                     unconventional hours. Limited staffing during the off hours is typical. Food                       Visually Impaired/Blind: Suitable for a guest who is blind or has low vision but
                     and beverage outlet, meeting rooms, and business and fitness centers are                            has no mobility impairment. Property provides orientation to public areas and
                     some of the facilities that may be available.                                                      guestroom.
                 ◆   Limited Service: Only the basic services and facilities are available. Self-service                Dexterity Impaired: Suitable for a guest who has any condition that limits
                     aspects are predominant. Commonly, a continental breakfast may be offered                          hand/arm movement and fine motor activities. Performing tasks requiring fine
                     rather than having a restaurant on premises. A kiosk may be available for self-                    motor skills are difficult or not possible.
                     check in. Office closures during the off hours are typical.
                                                                                                                        Mobility 1: Suitable for a guest who is able to ambulate; may use a mobility aid
         L O D G I N G S U B - C L A S S I F I C AT I O N S —                                                           such as cane, crutch or walker; may be frail; has limited stamina, is a slow
         I F A P P L I C A B L E , L O D G I N G S M AY B E F U R T H E R D E F I N E D A S :                           walker; experiences balance difficulties. Can stand and is able to use stairs.
                 ◆   Resort: Recreation-oriented, geared to vacation travelers seeking a specific                        Mobility 2: Suitable for a guest using a wheelchair or electric scooter; has good
                     destination experience. Travel packages, meal plans, theme entertainment, and                      upper body strength or is able to stand but is unable to use stairs; is able to
                     social and recreational programs are typically available. Recreational facilities                  transfer independently; can manage without lateral transfer space; can manage
                     are extensive and may include spa treatments, golf, tennis, skiing, fishing, or                     with transfer shower or tub.
                     water sports, etc. Larger resorts may offer a variety of guest accommodations.
                                                                                                                        Mobility 3: Suitable for a guest using a manual or electric wheelchair but does
                 ◆

                                                                                                                                                                                                               SECTION FOUR
                     Casino: Extensive gambling facilities are available such as blackjack, craps,                      not have good upper body strength; cannot transfer independently or only
                     keno, and slot machines.                                                                           under ideal conditions; may need assistance; requires lateral transfer space,
                 ◆   Classic: Renowned and landmark properties, older than 50 years, well known                         2 grab bars and a roll-in shower.
                     for their unique style and ambiance.
                                                                                                             AAA’s accessibility criteria are consistent with the Americans with Disabilities Act (ADA)
                 ◆   Historic: These properties are typically over 75 years of age and exhibit many        and include additional features that are important to the mature or travelers with disabilities.
                     features of a historic nature with respect to architecture, design, furnishings,      The Tourism Editor will check for Accessible Features during the inspection of your property.
                     public record, or acclaim. Properties must meet one of the following criteria:
                                                                                                              Accessibility is not a requirement for listing and will not affect your diamond rating.
                     ◆   Maintained the integrity of the historical nature
                                                                                                           However, we strongly encourage you to make every effort to meet the needs of all your
                     ◆   Listed on the National Register of Historic Places                                guests — including the mature traveler and those with disabilities.
                     ◆   National Historic Landmark
                     ◆   Located in a National Register Historic District
32   Additional Information                                                                                                                                     Additional Information                    33
Member Complaint Procedures                                                                  The AAA Appeals Process
         A A A C L O S E LY M O N I T O R S T H E N U M B E R A N D T Y P E O F                       T H E A P P E A L S P R O C E S S W A S E S TA B L I S H E D A S A R E S O U R C E
         COMMENTS WE RECEIVE FROM MEMBERS REGARDING LISTED                                            F O R A L L R E S TA U R A N T S , L O D G I N G S , C A M P G R O U N D S , A N D
         E S TA B L I S H M E N T S . When members write to us expressing dissatisfaction with a      AT T R A C T I O N S E V A L U AT E D B Y T H E A A A T O U R I S M I N F O R M A -
         particular lodging, it is tracked through the AAA National Office Member Relations           T I O N D E V E L O P M E N T D E PA R T M E N T. The process was created to:
         department. All complaints are carefully reviewed for validity. The establishment is then            ◆   Aid in maintaining a fair and respectful relationship with the hospitality
         notified of each complaint so they have an                                                                industry
         opportunity to respond and resolve the matter                                                        ◆   Allow establishments to raise issues without fear of forfeiting future
         within a reasonable period of time.                    OF THE MORE THAN 46,000                           opportunities for a fair evaluation
            Of the more than 46,000 listings in AAA                       LISTINGS                            ◆   Ensure that all issues are addressed in an efficient and timely manner
         publications, the average ratio of member                                                            ◆   Help identify policies, practices, or procedures that may be in need of review
         complaints received by AAA/CAA clubs and the             IN AAA PUBLICATIONS,
         National Office is less than one per                      THE AVERAGE RATIO
         establishment. Even though a complaint may be                                                How do I file an appeal?
                                                                OF MEMBER COMPLAINTS
         satisfactorily resolved, the complaint becomes a                                                First, contact the AAA Customer Service Center, Monday through Friday, from 8:30 a.m.
         permanent part of the establishment’s record.        RECEIVED BY AAA/CAA CLUBS
                                                                                                      to 5:15 p.m. EST at (407) 444-8370. In many cases, our analysts will be able to resolve your
            Because we are a member-driven                    AND THE NATIONAL OFFICE                 concern immediately.
         organization, we are highly sensitive to the                   IS LESS THAN                    If resolution is not obtained, your call will be directed to the AAA Regional Manager for
         needs of our members. Therefore, our Member                                                  your evaluation territory.
         Relations department will continually track,
                                                               ONE PER ESTABLISHMENT.
                                                                                                         If an issue remains unresolved after the above steps, an establishment is asked to state its
         warn, and take judicious action with regards to
                                                                                                      concerns in writing for review by the AAA Appeals
         AAA/CAA member complaints. If a member
                                                                                                      Committee. All appeals entertained by the committee must           All appeals should be
         complaint is determined to be of an extreme nature, an establishment may be disapproved                                                                         sent to the attention of:
                                                                                                      be in writing from the establishment only. Exercise utmost
         immediately and without warning. This action is at AAA’s sole discretion.
                                                                                                      care to specifically state your concerns and provide your case      AAA Appeals Committee
            If a property has been disapproved for excessive member complaints, a written request     for the committee’s final review. Each appeal is thoroughly         1000 AAA Drive
         for a reevaluation may be submitted, accompanied by an explanation of the actions taken to   researched and given thoughtful consideration and                  Mail Stop 51
         limit future complaints. Note: Such properties may not reapply until two years have                                                                             Heathrow, FL 32746-5063
                                                                                                      substantive reply.
         elapsed from the date of disapproval.
                                                                                                         The AAA Appeals Committee convenes on a monthly basis and is comprised of five
                                                            All requests may be addressed to:         voting members of AAA management from various business lines within the association.
                                                            AAA Tourism Information Development       After consideration of your appeal, the committee will take one of three actions:
                                                            1000 AAA Drive                                    ◆   Support the appeal
                                                            Mail Stop 51
                                                            Heathrow, FL 32746-5063                           ◆   Reject the appeal
                                                                                                              ◆   Table the appeal pending further information or reevaluation
                                                                                                         Please note: The committee’s decision on your appeal will be considered as AAA’s final
                                                                                                      decision. You will be notified by mail as to the status of your appeal within 45 days of

                                                                                                                                                                                                         SECTION FOUR
                                                                                                      receipt of your written statement.

34   Additional Information                                                                                                                           Additional Information                        35
Addresses and Phone Numbers –
         Green Programs
         A A A S U P P O R T S E N V I R O N M E N TA L M A N A G E M E N T I N T H E
         L O D G I N G I N D U S T R Y T O T H E E X T E N T T H AT T R U LY E F F E C T I V E
         P R O G R A M S M A I N TA I N Q U A L I T Y S TA N D A R D S O F G U E S T
         C O M F O R T. We strongly encourage continued use of programs that offer guests choices
                                                                                                       If you have additional questions, please call AAA at:
         without consequences for noncompliance. Effective green programs are intended to reduce
         waste without reducing guest comfort.
                                                                                                       Evaluation Applications .................................................................. (407) 444-8370
            As an example of good environmental practices, we fully support the AH&LA endorsed
                                                                                                       Evaluation Questions ...................................................................... (407) 444-8370
         Project PlanetTM program, such as optional bed linens and towel reuse, provided that guests
                                                                                                       Rating and Listing Information ...................................................... (407) 444-8370
         are offered a choice and are not penalized or charged for daily laundering selection.
                                                                                                       Display Advertising ........................................................................ (407) 444-8280
             Other energy, water, and solid waste management programs are encouraged. However,
                                                                                                       Official Appointments .................................................................... (407) 444-8280
         AAA does have concerns in two areas, as they may have a significant effect on a property’s
         listing or diamond rating:
                 ◆   Water-saving showerheads that significantly limit water flow.
                 ◆   Energy-saving light bulbs that reduce actual foot-candle output, causing               Visit us at www.aaabiz.com or write to AAA at:
                     dimness at the task areas.
                                                                                                                                                          AAA

                            N          o        t        e        s                                                                  Tourism Information Development
                                                                                                                                                    Mail Stop 51
                                                                                                                                                  1000 AAA Drive
                                                                                                                                           Heathrow, FL 32746-5063

                                                                                                             Establishments located in the following areas
                                                                                                                should contact the AAA club indicated:

                                                                                                                             CALIFORNIA (NORTHERN), NEVADA, AND UTAH
                                                                                                                                  California State Automobile Association
                                                                                                                                                  P.O. Box 429186
                                                                                                                                         San Francisco, CA 94142-9186
                                                                                                                 (415) 565-2930 (Evaluations, Ratings, and Official Appointments)
                                                                                                                                  (407) 444-8292 (TourBook Advertising)

                                                                                                                                            CALIFORNIA (SOUTHERN)
                                                                                                                                  Automobile Club of Southern California
                                                                                                                                                   P.O. Box 25001
                                                                                                                                           Santa Ana, CA 92799-5001
                                                                                                          (714) 885-2247, Option 2 (Evaluations, Ratings, and Official Appointments)
                                                                                                                                   (714) 885-2410 (TourBook Advertising)

36   Additional Information
Marketing Opportunities At-A-Glance
The AAA/CAA travel market is so large and diverse that there’s significant room for growth among all lodging levels, virtually
ensuring success as you reach out through AAA/CAA’s marketing opportunities.
As a AAA/CAA Approved property, your basic listing will certainly be a valuable start in attracting AAA/CAA member business.
But, if you’re ready for bigger, better results, give careful consideration to the exceptional, cost-effective AAA/CAA marketing
programs available through AAA/CAA.
AAA/CAA’s 45 million members spend $38 billion annually on lodging; the TourBook® guide is what they use to
determine where to stay.
                                                        1 BASIC COMPLIMENTARY LISTING
                                                           • Printed in black, basic listings are provided free of
                                                               charge to all lodgings evaluated and approved by
                                                               AAA/CAA.
                                                        2 OFFICIAL APPOINTMENT LISTING
                                                           • 70% of TourBook users are more likely to select a
                                                               lodging designated with the red AAA or CAA logo.
 1                                                         • 70% of AAA/CAA members say a discount
                                                               positively influence lodging decision.
                                                           • An OA listing can generate up to 9 times more
                                                               business than a basic listing.*
 2                                                      3 DISPLAY AD
                                                           • Members look at ads first when planning trips; the
                                                               photos and toll-free numbers found only in ads help
                                                               them determine where to stay. In fact, 86% of
                                                               TourBook users indicate they use the lodging ads to
                                                               determine where to stay.
                                                           • Ads can generate up to 20 times more business than
                                                               a basic listing.*
                                                        4 www.aaa.com ONLINE TOURBOOK PHOTO LISTING
                                                           • Basic property listings on aaa.com, enhanced with
                                                               photos, provide members with more of the
                                                               information needed to make lodging decisions.
                                                           • Photo listings are 3.41 times more likely to be
                                                               viewed and 3 times more likely to be booked than
                                                               basic listings.

                                                                            4
   3

Discover the potential of the proven and profitable AAA/CAA
market. For more information about capitalizing on your
affiliation with AAA/CAA, call (407) 444-8802 or visit
www.aaabiz.com/adsales.
7315-04/02                                                            * Data gathered from Precision Gathering Management, Inc. and an independent Sapphire Survey.
THANK YOU!
                                          AAA wishes to acknowledge and thank the following hospitality industry
                                                                                                                                                             I   n       t       r   o       d       u      c       t     i     o       n      –

                                       representatives for their participation in the Lodging Requirements & Diamond
                                       Rating Guidelines revisions:                                                                             Dear Hospitality Professional:
                                                                                                                                                   On behalf of AAA, I am pleased to introduce to you the new edition of the Lodging
                                                ◆    Dick Boehning — Executive V.P. and General Manager,                                        Requirements & Diamond Rating Guidelines. By requesting this booklet, you have
                                                     Saddlebrook Resort Tampa                                                                   demonstrated an awareness of North America’s premier hospitality rating program: the AAA
                                                ◆    Fred Bonani — Regional Director, Brand Standards, Hilton Hotels                            Diamond Rating Process. More importantly, you have expressed an interest in providing a high
                                                     Corporation                                                                                level of hospitality to AAA/CAA members. Your interest and involvement is very much
                                                ◆    Norm Canfield — Vice President-Rooms Division, Hyatt Hotels                                 appreciated.
                                                     Corporation
                                                                                                                                                    Our goal in establishing these new guidelines is to ensure that each accommodation we review
                                                ◆    Jack Damioli — Director of Operations, The Greenbrier
                                                                                                                                                meets the basic needs of our 45 million members. All properties are consistently compared to a set
                                                ◆    John Dirnberger — Regional Manager, Drury Inns Inc.
                                                                                                                                                of objective criteria; however, we cannot ignore that each evaluation does include a certain degree
                                                ◆    Beth Fisher — Innkeeper, Wentworth Mansion
                                                                                                                                                of subjective elements, specifically when measuring “quality.” We rely on our professionally
                                                ◆    Bruce Jennings — Resort Room Operations Manager, Walt Disney                               trained, full-time Tourism Editors to evaluate the quality of both physical attributes and services.
                                                     Attractions Inc.
                                                                                                                                                Our experts are exposed to a wide range of properties throughout North America; each with their
                                                ◆    Brian Johnson — General Manger, Portofino Bay Hotel
                                                                                                                                                own levels of quality. The outcome of the combination of these factors equals a AAA diamond
                                                ◆    Robert Keesler — Director of Hotel Operations, Broadmoor Hotel
                                                     Inc.                                                                                       rating. The AAA Diamond Rating Process is distinguished from other hospitality rating systems
                                                                                                                                                by the level of experience garnered by evaluating a combined total of 50,000 establishments per
                                                ◆    Paul Leone — President/COO, The Breakers Palm Beach
                                                                                                                                                year.
                                                ◆    Lynn Mucciano — Director of Sales and Marketing, Goldman
                                                     Properties                                                                                     The essential AAA diamond rating requirements (outlined on Pages 8-10) are common-sense
                                                ◆    Loyd Nygaard, CHA — Director, Member Operations Support,                                   qualifications that AAA/CAA members have told us are important to them and, similarly, that
                                                     Best Western International Inc.                                                            most professional operators routinely employ. All properties must first meet this set of criteria in
                                                ◆    Spencer Oberle — General Manager, Walt Disney World                                        order to be considered for AAA approval and diamond rating. Conversely, the diamond rating
                                                     Polynesian Resort
                                                                                                                                                criteria (outlined on Pages 13-29) are not rating requirements but are guidelines used to
                                                ◆    John Raney — Director-Resort Quality, Resort Condominiums                                  determine the appropriate diamond rating level. These diamond rating guidelines are simply a
                                                     International LLC
                                                                                                                                                reflection of what is typically seen throughout the various market segments of the lodging industry.
                                                ◆    Scott Rohm — Vice President of Rooms Operations, The Ritz-
                                                     Carlton Hotel Company LLC                                                                      To capture such comprehensive information takes the combined effort of many dedicated
                                                ◆    Christian Sargent — Manager of Brand Quality, Extended Stay                                individuals. AAA wishes to acknowledge and thank all of the hospitality industry representatives,
                                                     Products, Bass Hotels & Resorts                                                            as listed on the opposite page, for their participation in the revision process of this edition of the
                                                ◆    Simon “Si” Sloman — Vice President of Operations, Best Western                             Lodging Requirements & Diamond Rating Guidelines.
                                                     International Inc.
                                                                                                                                                   AAA is committed to a partnership with the hospitality industry, and we will continue to seek
                                                ◆    Margaret Stacey — Director, Partner Marketing, Fairmont Hotels
                                                     & Resorts                                                                                  the necessary involvement to enhance the expertise of our Tourism Editors and meet the needs of
                                                ◆    Glenn Tuckman — Senior V.P., North American Hotel Operations,                              our membership. We look forward to your continued service on behalf of AAA/CAA members at
                                                     Starwood Hotels & Resorts Worldwide Inc.                                                   large and appreciate your support of, and participation in, AAA/CAA programs.
                                                ◆    Robert Tutnauer — Executive V.P., Industry Relations, The Ritz-
                                                     Carlton Hotel Company LLC                                                                  Sincerely,
                                                ◆    Jeff Wagoner — Senior V.P., Room Operations, Wyndham Hotels
                                                     & Resorts
       Copyright AAA March 1996.
                                                ◆    Henry Walther — Regional Director, Fiesta Americana Grand
                                                     Coral Beach Cancun                                                                         Michael Petrone, CEC
                All rights reserved.            ◆    Charles Woo — President, The Sutton Grande Hotels Group                                    Director/AAA Tourism Information Development
              Revised March 2002.
These requirements and guidelines
                                                         Information in this publication is based on current standards prevalent
      are effective August 1, 2001,
                                       in the lodging industry at the time of publication. The requirements and diamond rating guidelines are
   and apply to all establishments
                                                                   subject to modification at any time without notice.
          evaluated after that date.

                                                                                                                                                     Lodging Requirements & Diamond Rating Guidelines                                                    1
L           o           d           g           i         n                       g

           R e q u i r e m e n t s

           &         D i a m o n d                            R a t i n g

           G         u       i     d       e       l      i     n            e               s

            Ta b l e o f
            Contents
Acknowledgements . . . . . . . . . . Inside Front Cover
Introduction — Dear Hospitality Professional . . . 1
Section One — Overview
AAA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
AAA Publishing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
AAA Tourism Information Development . . . . . . . . . . . . . . . . . . . . . 6
Section Two — The Diamond Rating Process
Applying for a AAA Diamond Rating . . . . . . . . . . . . . . . . . . . . . . .                                       7
Diamond Rating Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . .                                      8
The Evaluation and Rating Process. . . . . . . . . . . . . . . . . . . . . . . .                                     11
The AAA Five Diamond Award . . . . . . . . . . . . . . . . . . . . . . . . . . .                                     12
Section Three — The Diamond Rating Criteria
What the Diamond Ratings Mean . . . . . . . . . . . . .              .   .   .   .   .   .   .   .   .   .   .   .   13
Diamond Rating Guidelines (Exterior) . . . . . . . . . .             .   .   .   .   .   .   .   .   .   .   .   .   14
Diamond Rating Guidelines (Public Areas) . . . . . . .               .   .   .   .   .   .   .   .   .   .   .   .   16
Diamond Rating Guidelines (Guestroom) . . . . . . . .                .   .   .   .   .   .   .   .   .   .   .   .   20
Diamond Rating Guidelines (Guestroom Amenities)                      .   .   .   .   .   .   .   .   .   .   .   .   22
Diamond Rating Guidelines (Bathrooms) . . . . . . . .                .   .   .   .   .   .   .   .   .   .   .   .   24
Four and Five Diamond Service Expectations . . . .                   .   .   .   .   .   .   .   .   .   .   .   .   26
Section Four — Additional Information
The Listing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Property Classifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Accessibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Member Complaint Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . 34
The AAA Appeals Process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Green Programs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Addresses and Phone Numbers . . . . . . . . . . . . . . Inside Back Cover
S      e      c     t    i    o      n            O     n     e             –
         O v e r v i e w
                                                                                                            When new members join AAA, they join a network with the collective resources to
                                                                                                         develop new products, services, and technologies, and the ability to influence legislation
         AAA                                                                                             affecting all motorists and travelers.

       A
         A A A I S A N O T- F O R - P R O F I T O R G A N I Z AT I O N O F S O M E 8 0                     A AAA listing makes good business sense for your establishment, since 26 percent of all
         MOTOR CLUBS, WITH OVER 1,100 BRANCH OFFICES                                                     U.S. households have AAA memberships. AAA members are an excellent market for the
         SERVING MORE THAN 45 MILLION MEMBERS IN THE UNITED                                              hospitality and tourism industry. Member research shows:
         S TAT E S A N D C A N A D A . When traveling in Canada, the CAA logo is synonymous
                                                                                                                 ◆   97 percent of AAA members who use TourBook guides take an average of six
         with AAA.                                                                                                   trips each year and spend an average of nearly 17 nights in a hotel or motel.
           Although AAA is changing at a rapid pace, one thing remains the same — the                            ◆   91 percent of AAA members who use TourBook guides stay in hotels and
         association’s lifelong commitment to providing safety, security, and peace of mind to its                   motels.
         members. According to AAA’s Basic Beliefs, “We exist for our members and will judge                     ◆   86 percent of AAA members who use TourBook guides traveled for pleasure
         everything we do by how well it serves their needs.”                                                        and 39 percent for business.
                 ◆   In 1902, only 23,000 motor vehicles were registered in the United States.                                                               (Compiled by Simmons Market Research Bureau)
                     Roads were treacherous and driving was restrictive. Meeting in Chicago,
                     delegates from nine independent motor clubs, representing fewer than 1,000
                     members, united to combat unfair traffic laws and to campaign for better
                     roads and more reliable vehicles. AAA is now a federation with more than
                     1,000 service offices throughout the United States and Canada. The AAA
                                                                                                         AAA Publishing
                     National Office is located in Heathrow, Fla.                                        A A A P U B L I S H I N G I S O N E O F T H E W O R L D ’ S L A R G E S T T R AV E L
                 ◆   In 1905, AAA published its first road maps, and two years later, established         I N F O R M AT I O N P U B L I S H E R S . The various departments within the Publishing
                     the Bureau of Touring Information, supplying national information on roads,         group work closely together to collect, produce, and distribute, in both print and electronic
                     hotels, service garages, and vehicle regulations.                                   format, a variety of travel publications to AAA clubs and the retail marketplace.
                 ◆   In 1915, AAA began the first emergency road service program.                            Member-only products include 24 TourBook guides, seven foreign TravelBook guides,
                 ◆   In 1937, the first field representatives were hired to inspect lodgings and           and 11 CampBook guides, as well as 75 regional, state, and city sheet maps. The combined
                     restaurants.                                                                        circulation of these products exceeds 100 million copies annually. In addition, AAA
                                                                                                         publishes dozens of products sold at a discount to members at club travel stores and in the
                 ◆   In 1963, AAA began rating accommodations as good, very good, excellent,
                     and outstanding.                                                                    retail market outside clubs.

                 ◆   In 1977, the diamond rating system was introduced for lodging evaluations              AAA Publishing, in cooperation with AAA/CAA clubs, creates and owns most of the
                     during AAA’s 75th anniversary.                                                      product content used in AAA publications, including the diamond ratings, all editorial
                 ◆   In 1988, with the cooperation of Cornell University, the diamond rating             content, the Official Appointment licensing, and display advertising.
                     system for restaurants was developed.
                 ◆   In 1989, the diamond rating system for restaurant evaluations was introduced.
            Looking to the future, AAA is developing customized products and services — enhanced
         travel and entertainment offerings, financial services, improved automotive services, and

                                                                                                                                                                                                             SECTION ONE
         new membership privileges — designed to meet the ever-changing needs of our members.
           As one of the world’s largest travel organizations, AAA annually:
                 ◆   Evaluates more than 30,000 accommodations, 14,000 restaurants, and 4,200
                     campgrounds for travel publications and electronic information delivery.
                 ◆   Publishes nearly 300 million copies of travel-related materials for the exclusive
                     use of members, including more than 38 million TourBook guides.
                 ◆   Provides over $3 billion in travel agency services.
                 ◆   Provides more than $2 billion in American Express Travelers Cheques.

4   Overview                                                                                                                                                                   Overview                  5
S      e      c     t     i    o     n             T w         o           –
                                                                                                          The Diamond Rating Process
         AAA Tourism Information Development
         A A A T O U R I S M I N F O R M AT I O N D E V E L O P M E N T I S T H E D I V I S I O N
                                                                                                          Applying for a AAA Diamond Rating
         OF AAA PUBLISHING RESPONSIBLE FOR THE DIRECT

                                                                                                          A
                                                                                                          A A A C O N S I D E R S A L L V A L I D A P P L I C AT I O N S
         M A N A G E M E N T O F T H E A A A D I A M O N D R AT I N G P R O C E S S .                                                                                               TO APPLY FOR AN
         The department exists to provide pertinent travel information that effectively meets             F O R E V A L U AT I O N . To apply for an evaluation, refer to
                                                                                                          the inside back cover of this booklet for the appropriate contact     EVALUATION, REFER TO
         AAA/CAA member needs and expectations. Our full-time and professionally trained
         representatives evaluate all diamond rated establishments appearing in AAA travel                in your area. Currently listed establishments need not reapply,      THE INSIDE BACK COVER
                                                                                                          as our Tourism Editor will routinely conduct an evaluation of
         publications. They collect data, assign ratings, and create valuable intellectual property                                                                             OF THIS BOOKLET FOR
         for AAA publications. Although AAA Publishing provides a variety of travel information,          your property on a continual basis.
                                                                                                                                                                                   THE APPROPRIATE
         only the exclusive diamond rating means that the establishment has passed a stringent               All applicants should carefully read this booklet. If your
         evaluation conducted by our extensively trained professionals.                                   property meets all diamond rating requirements as outlined           CONTACT IN YOUR               AREA .
            AAA Tourism Information Development recognizes the importance of maintaining a                on Pages 8-10, complete the AAA Application for Evaluation.
         close, collaborative working relationship with the hospitality industry. Therefore, we have      Include recent and accurate pictures of the exterior, public areas, as well as examples of a
         developed ongoing relationships with many industry associations. Additionally, AAA               standard guest unit and bathroom, and return to AAA. Please note that if our research
         maintains three separate scholarship programs that promote the growth and development            indicates past disqualifying issues, you may be asked to provide written documentation of
         of future hospitality industry professionals and assists in creating opportunities to ensure a   the corrective action taken since that date.
         brighter future for the hospitality industry.                                                        AAA does not guarantee an immediate evaluation of all properties that apply but does
                                                                                                          guarantee a fair review of all applications. Additionally, AAA reserves all rights to apply
                                                                                                          priority consideration to those properties demonstrating traits that provide the highest
                                                                                                          degree of AAA member value. Through ongoing member research, AAA has developed
                        AAA Tourism Information Development                                               criteria reflecting key elements of consideration in making travel related decisions. Some
                                 Mission Statement                                                        examples of AAA member value criteria are:
                                                                                                                    ◆ LOCATION
                                         WE WILL ENHANCE
                                                                                                                    ◆ NEWLY BUILT/RENOVATED
                            T H E VA L U E O F A A A A M E M B E R S H I P
                                                                                                                    ◆ HIGH DEGREE OF CLEANLINESS AND COMFORT
                               BY PROVIDING AAA/CAA CLUBS
                                                                                                                    ◆ APPROPRIATELY MAINTAINED CONDITIONS
               U N I Q U E T R A V E L I N F O R M AT I O N O F S U P E R I O R Q U A L I T Y
                                                                                                                    ◆ PRICE (willingness to provide a discount or best rate available)
                                     T H AT M E E T S T H E N E E D S
                                       OF OUR MEMBERS ...                                                     Once AAA has received a completed application, a property will be advised in writing of
                                                                                                          its status within the next five working days. A property that has received a letter from AAA
                                                                                                          stating that it has been accepted for further consideration can expect an unannounced
                                                                                                          evaluation within one year from the date of the letter.
                                                                                                              Once your property is approved, it will be evaluated at least once per evaluation cycle by
                                                                                                          a AAA Tourism Editor. All evaluations are unannounced to ensure that our Tourism Editors
                                                                                                          see your property just as our members would see it. The conditions noted at the time of the

                                                                                                                                                                                                                  SECTION TWO
                                                                                                          annual evaluation will be the basis of the decision to list or rate a property. This decision is
                                                                                                          at the sole discretion of AAA. By applying for an evaluation, you agree to allow AAA to
                                                                                                          publish your property information and the respective diamond rating in AAA travel
                                                                                                          publications. AAA will make every effort 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 AAA/CAA member value, a letter will be sent advising that the
                                                                                                          property has been released from any further consideration.
                                                                                                             Listings are provided without charge to approved properties.

6   Overview                                                                                                                                    The Diamond Rating Process                                7
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