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HOTELStandards & Guidelines
Assessment Criteria for the Australian STAR Rating Scheme
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HOTEL Standards & Guidelines
Copyright AAA Tourism Pty Limited 2012
AustraanSTAR Ratng Schee Hotel Standards & Guidelines 2012 Page 2
2D-1,F1-E_3.3 March 2012
CONTENTS
General Overview..............................................................................................................................
4
History of STAR Ratings in Australia................................................................................................... 4
AAA Tourism............................................................................................................................................ 4
ISO Certification ..................................................................................................................................... 4
Scheme Entry Criteria .................................................................................................................... 6
Category Requirements ................................................................................................................. 7
Determining A Star Rating............................................................................................................8
Guiding Principles.................................................................................................................................... 8
Primary, Split & Multiple Ratings .......................................................................................................... 9
Minimum Standards .............................................................................................................................. 10
Consumer Importance Weighting Index ..........................................................................................11
Licensing & Assessment Process ..............................................................................................16
Hotel Standards & Guidelines....................................................................................................
17
Guest Services .......................................................................................................................................17
Recreational Facilities...........................................................................................................................19
Building Exterior.................................................................................................................................... 20
Food & Beverage ................................................................................................................................... 22
Bedroom ................................................................................................................................................. 24
Inroom Facilities.................................................................................................................................. 36
Bathroom................................................................................................................................................ 47
Allowances & Dispensations .......................................................................................................63
Code of Conduct ................................................................................................................................ 5
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HOTEL Standards & Guidelines
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DiSClAimER
The information contained in these Standards & Guidelines or in any Assessment conducted by AAA Tourismmade pursuant to these Standards & Guidelines:
Does not constitute a representation or warranty that your Property complies with applicable laws;
Should not be relied on as the reason you do or do not do anything,
To the full extent permitted by law, AAA Tourism, its shareholders, officers, directors, employees and agentswill not be under any liability to any person in any respect of any loss or damage (including any consequentialloss or damage) which any person may directly or indirectly suffer as a result of using or relying on anyinformation contained in these Standards & Guidelines or on any Assessment made pursuant to.
Where any statute implies any term in relation to any persons use of these Standards & Guidelines which
cannot be excluded then that term is included, and the liability of AAA Tourism, its shareholders, directors,officers, employees and agents for breach of that term is limited to the resupply of the relevant service towhich the breach relates.
For more detailed information on the Australian STAR Rating Scheme,
visit aaatourism.com.au:
Or, contact AAA Tourism on (03) 8601 2200 and
email: [email protected]
CONTENTS
http://www2.aaatourism.com.au/industry/Home/tabid/103/Default.aspxhttp://www2.aaatourism.com.au/industry/Home/tabid/103/Default.aspx -
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HOTEL Standards & Guidelines
Copyright AAA Tourism Pty Limited 2012
AustraanSTAR Ratng Schee Hotel Standards & Guidelines 2012 Page 4
2D-1,F1-E_3.3 March 2012
GENERAl OVERViEW
History of STAR Ratings in AustraliaSTAR Ratings are an internationally recognised quality assurance symbol for accommodation and provideconfidence for consumers that they are booking a property that has been independently assessed.
STAR Ratings are used in more than 70 countries worldwide and symbolise the level of facilities, cleanliness,maintenance, quality and condition a guest can expect when staying at a particular property.
The official Australian STAR Rating Scheme enjoys a long and distinguished heritage with the Australian AutoClubs, stretching back 95 years to 1915 when the Clubs first provided their members with information onaccommodation establishments in Australia.
Since 1963 the Australian Auto Clubs have officially rated accommodation properties under a national system.
As travellers came to trust the Clubs and their official STAR Ratings, a national scheme emerged during the 80sand 90s for a range of accommodation types, such as Caravan Parks, Hotels, Motels, Serviced Apartments, Bed& Breakfast, and Guesthouses.
Today, the Australian STAR Rating Scheme is managed on behalf of the Australian Auto Clubs by AAATourism and features more than 7,000 properties across six defined categories or types of accommodation.
AAA Tourism
The official STAR Ratings in Australia are the Trade Marks of AAA Tourism Pty Ltd. AAA Tourism manages theAustralian STAR Rating Scheme under licence from Australian Motoring Services, a wholly owned subsidiary ofthe Australian Auto Clubs: the NRMA, RACV, RACQ, RAA, RACT and RAC.
AAA Tourism is also a partner in Club Tourism Publishing, a TransTasman joint venture between AustralianMotoring Services and the NZ Automobile Association.
Club Tourism Publishing is an integrated tourism publishing and marketing business that targets up to 8 millionmembers of the Australian and NZ Auto Clubs, as well as more than 2 million transTasman leisure andbusiness travellers.
Club Tourism Publishing publishes more than 3.8 million guides and 3.5 million maps that feature over 8,000properties, attractions and related travel services across Australia and NZ.
ISO Certification
STAR Ratings Australia (an operating unit of AAA Tourism Pty Ltd) is Quality Endorsed and holds ISO9001:2008 Certification. It is our objective to adopt a total quality management approach, committed tocompliance and continual improvement. The processes contained within the STAR Ratings quality managementsystem provide for review of quality policy and objectives for performance and continuing suitability. Certificateno. QEC23341.
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CODE OF CONDUCT
As a STAR Rated property the proprietor/manager is required to observe the following Code of Conduct atall times:
Give conscientious attention to guest care and service. Rude, indifferent or poor service is unacceptable;
Be professional in all dealings with AAA Tourism or our representatives. Rude, insulting or threateningbehaviour is unacceptable;
Regard all guests with equal respect and consideration;
Give full consideration to the particular requirements of guests with disabilities and guests with special needs,and make suitable provision where applicable;
Ensure all guest enquiries, requests, bookings, refunds and correspondence are dealt with promptly andcourteously;
Advise guests at the time of booking, and subsequently if requested, differences in the accommodation andfacilities provided from that promoted by the property;
Ensure guests are informed of all the terms and conditions of the booking contract including the terms ofpayment and any cancellation conditions, prior to or at the time of making the booking;
Unless required by law, information concerning an individual guest to another entity, without the guestspermission, will not be provided;
Operate on an ethical, business like basis;
Ensure that advertising (including brochures or other printed or electronic media) is accurate and truthful,and free of ambiguity which could create a misleading impression or otherwise be contrary to the guestsinterests;
Establish and maintain procedures for the effective handling of any complaints. Ensure all complaints are dealtwith properly and reasonably;
Act in an environmentally responsible way.
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SCHEmE ENTRY CRiTERiA
Hotel properties must comply with the following criteria before they can be measured against the Standards &Guidelines of the official STAR Rating Scheme in Australia:
The property holds all relevant insurances; including workers compensation as well as public liability to thevalue of $10,000,000.
The property complies with all relevant and applicable legal and/or regulatory obligations, includingcompliance with all Competition and Consumer Act, Consumer Affairs, and Occupational Health & Safetyobligations.
The property is effectively maintained and clean for all guests at all times.
The property can provide evidence of formalised Housekeeping procedures.
Guests have 24 hour easeofaccess to their accommodation.
All guest accommodation has lockable entry doors and secure windows.
All guest accommodation has effective visual and physical privacy from exterior areas or locations.
Clear and visible signage is displayed for the property, including the display of the official STAR Ratingrelevant for that property and in a visible position for all guests.
The property owner/manager has notified AAA Tourism Pty Ltd of all rooms that are available forguest accommodation.
The property agrees that AAA Tourism Pty Ltd reserves the right to request a physical assessment at anytime and according to the relevant category Standards (subject to reasonable prior notification).
The property has a dedicated website and/or email address and can accept bookings yearround (as atJanuary 1, 2013).
The property complies with the STAR Rating Scheme Code of Conduct.
Failure to comply with the Scheme Entry Criteria will result in the suspension of the propertys STAR Ratingapplication or removal of the property from the STAR Rating Scheme.
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CATEGORY REQUiREmENTS
For a Hotel to receive a STAR Rating the following requirements must be met:
Guests must be able to contact a property representative in the case of an emergency; 24 hours a day, 7days a week. Contact details and phone numbers must be clearly displayed inroom and/or onsite.
The property must feature a dedicated reception area and/or service desk for guest arrivals and departures.
Bedding (two blankets/quilts, two sheets and pillow) must be provided for all beds and included in the rate.
One towel per guest and bath mat per room must be provided and included in the rate.
Soap (or dispensed liquid soap) must be provided per guest and included in the rate.
Daily housekeeping services are available for all guests.
Property must include shower and toilet facilities.
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DETERmiNiNG A STAR RATiNG
Guiding PrinciplesAny Hotel licensed to display an official STAR Rating must achieve and maintain very high standards ofcleanliness from 1 STAR through to 5 STAR.
A series of guiding principles help categorise the standard of quality, attributes and amenities expected of eachSTAR Rating band:
Properties that typify excellence across all areas of operation. Guests will enjoyan extensive range of facilities and comprehensive or highly personalised servicerelevant to the accommodation type. Properties at this level will display excellentdesign quality and attention to detail.
Properties which satisfy the varied and discerning needs and wants of their guests.A wide range of facilities is typically complemented by service standards that delivera superior accommodation experience. Superior design qualities reflect the level ofcomfort expected by guests.
Properties that deliver service standards and a broad range of facilities or amenitiesthat exceed aboveaverage accommodation needs. Good quality design andphysical attributes are typically fit for purpose and enhance the overall guestexperience.
Properties with adequate standards of quality and a moderate range of facilities thatare positioned to meet the needs of price conscious travellers. Services are typically
limited to accommodate the independent traveller but may be available uponrequest or feebased.
Properties that meet acceptable standards of quality and offer basic facilitieswithout compromising cleanliness or guest security. Guests may access feebasedservices or facilities upon request.
Half STAR Ratings indicate modest improvements in the quality and condition of a propertys facilities,amenities and services.
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Primary, Split & Multiple Ratings
1. Primary Rating
A minimum 60% of total rooms must achieve the percentage scores needed for a particular STAR Rating, orPrimary Rating:
ROOM STANDARD TOTAL UNITS % TOTAL STAR RATING
Room Standard #1 65 65%
Room Standard #2 35 35%
If the property does not achieve the required 60% then the rooms or room standards with the lowestpercentage scores will determine the Primary Rating:
ROOM STANDARD TOTAL UNITS % TOTAL STAR RATINGRoom Standard #1 46 46%
Room Standard #2 54 54%
2. Split Ratings
Split Ratings cater for those properties that have various standards of accommodation that may result indifferent STAR Ratings if assessed individually:
ROOM STANDARD TOTAL UNITS % TOTAL STAR RATING
Room Standard #1 46 46%Room Standard #2 54 54%
The Primary Rating of the property will be 4 STAR, however, the property is now licensed to promote eachSTAR Rating according to the room standard offered for sale. A minimum of four rooms or 20% of total units(which ever is greater) is required to warrant a Split Rating.
3. Multiple Category Ratings
A property may also have a range of accommodation standards that could fall under different STAR Ratingcategories. For example, a Hotel may also include separate accommodation such as onetwothree bedroom
apartments that satisfy the Category Requirements for Serviced Apartments. A minimum of two rooms or 10%of total rooms (which ever is greater) is required to warrant Multiple Ratings
Primary Rating of 4 STAR
Lowest score achieves aPrimary Rating of 4 STAR
Split Rating of 4 STARPrimary Rating of 4 STAR
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Minimum Standards
An official STAR Rating is awarded against the lowest ranking a property achieves from the three keyareas of assessment:
1. Facilities & Services
2. Cleanliness
3. Quality & Condition
The overall result or percentage scores correspond directly with the range of facilities & services and their levelof cleanliness, quality & condition.
The table below shows the results for a 4 STAR Hotel property and how the lowest ranking from the threekey areas of assessment determines the official STAR Rating.
FACiliTiES &SERViCES
ClEANliNESS QUAliTY &CONDiTiON
STAR RATiNG
Excellent (85100%) Excellent (95100%) Excellent (90100%)
Superior (7084%)
Very Good (8594%)
Superior (7589%)
Very Good (6069%) Very Good (6574%)
Good (5059%)Good (5564%)
Reasonable (4554%)
Moderate (3049%)
Good (7584%)
Moderate (3544%)
Adequate (3034%)
Acceptable (2029%)Satisfactory (2529%)
Acceptable (2024%)
Cleanliness is the most important area of assessment and official STAR Ratings will only be awarded to Hotelsthat achieve and maintain an overall minimum standard of 75%.
The benchmarks or percentage bands used to determine a STAR Rating have been substantiated by fieldtesting and consumer research.
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Consumer Importance Weighting Index
The Consumer Importance Weighting Index is a statistically robust and proven evaluation technique that wasdeveloped by experts from the (then) Sustainable Tourism CRC at Victoria University.
Each area of a Hotel that is assessed for an official STAR Rating has been ranked according to its importanceto the guest or consumer. The Bedroom area is considered by the consumer as the most important and,therefore, has been given the highest overall weighting:
AREA
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUmER imPORTANCE WEiGHTiNG
Bedroom 25% 21% 22%
Bathroom 17% 22% 18%
InRoom Facilities 14% 17% 17%Recreation Facilities 12% 11% 10%
Food & Beverage 11% 9% 12%
Guest Services 11% 8% 11%
Building Exterior 10% 12% 10%
100% 100% 100%
Each area is then broken down into groups and also ranked, using the Bedroom as anexample:
BEDROOMFACiliTiES &
SERViCESClEANliNESS QUAliTY &
CONDiTiON
CONSUmER imPORTANCE WEiGHTiNG
Bedcovers n/a
Minimum OverallScore of Good
Required
1.8%
Bedding 3% 3.8%
Mattress/Size of Bed 5.2% 5.9%
Clothes Storage &Bed Furnishings
3.4% 1.8%
Bedside Lighting 1.2% 0.6%
Room Lighting 1.5% 1.6%Free Floor Space 5.2% n/a
Window Coverings& Privacy
5.5% 2.8%
Walls & Ceilings n/a 2.4%
Floor Coverings n/a 1.3%
25% 21% 22%
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These groups are broken down to corresponding Standards & Guidelines across the three key areas ofassessment:
Facilities & Services
Standards have been ranked by the consumer and are measured against a value scale of 1 (least important)through to 6 (most important). Using the Mattress/Size of Bed criteria as an example:
According to the Consumer Importance Weighting Index, the most a property may score for a Mattress/Sizeof Bed is 5.2%:
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUmER imPORTANCE WEiGHTiNG
5.2%
Minimum Overall
Score of GoodRequired
5.9%
The Mattress/Size of Bed is then measured against the ranking scale and Guidelines, with a King Size Bedawarded the maximum value of 6, a Queen Size Bed a value of 5, and Standard Double or Standard Single/Twins a value of 3:
Standardmaxu
Rank/VaueGudene
King Size 6A King Size Bed will measure 2030mm x 1830mm or splitking or 2 x king singles
Queen Size 5 Minimum 2030mm x 1530mm
Standard Double 3 Minimum 1900mm x 1370mm.
Standard Single/Twin 3 Minimum 1800mm x 920mm.
As a result, King Size Beds will achieve the total 5.2% weighting for this criteria.
Standardmaxu
Rank/VaueWeght Resut
King Size Bed 6 100% 5.2%
Queen Size Bed 5 83% 4.3%
Standard Double 3 50% 2.6%
Standard Single/Twin 3 50% 2.6%
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Cleanliness
Cleanliness is measured across a broad range of Standards to determine an overall result. As cleanliness is themost important factor for the consumer, it is now an immediate pass or fail for any assessment.
A property must achieve a minimum overall score of 75% for cleanliness to receive an official STAR Rating orto remain eligible in the Scheme.
If Cleanliness is the lowest ranking of the three key areas of assessment, the property will be issued a RatingUnder Review status and be subject to an unannounced assessment within six months at the propertysexpense. Should the subsequent assessment not meet the required Standard, the property remains RatingUnder Review until next assessment.
Cleanliness is simply defined as the absence of dirt, including dust and stains, at the time of assessment.
Cleanliness is assessed at 63 areas throughout a Hotel, from bedding, floors, appliances, toilet or shower recess
(for example), to the building exterior.Standards are measured against a value scale of MajorSomeMinorNone, with Major awarded the lowestvalue and None the highest. In particular, properties will be measured against two key factors:
The degree of cleanliness; AND/OR
The frequency of issues that have been identified.
As before, using the Mattress/Size of Bed criteria as an example:
Severe/Heavy issues would include major ie: large or numerous marks/discolouration on mattress/base whichare unable to be removed; thick dust buildup.
Moderate issues would include obvious marks/discolouration on mattress/base, maybe removable; build up ofdust.
Light issues would include less obvious marks on mattress/base and/or minor dust which would be easilyremoved.
RANKING SCALE
BEDDING
STANDARDS
Frequency:Major issues (>4)
MAJOR
Frequency:Some issues (3-4)
Frequency:Some issues (3-4)
SOME
Frequency:Few issues(
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Quality & Condition
Standards are measured against a combined value scale, for example:
1. Quality (SatisfactoryModerateGoodVery GoodExcellent)
mATTRESS & BASE
SATiSFACTORY mODERATE GOOD VERY GOOD EXCEllENT
100mm (approx)
foam mattress on
wire/chipboard
base, basic shallow
innerspring
no topper
200mm (approx)
high density foam
mattress on wire/ply
timber base, shallow
innerspring
separate mattress
topper polyester
standard coil
spring ensemble or
equivalent, comfort
layers, may have
added pillow top
separate mattress
topper microfibre
coil spring ensemble
or equivalent, comfort
layers, pillow top
separate mattress
topper microfibre,
down
latex or pocket
spring ensemble or
equivalent with deep
comfort layers and
thick pillow top
separate mattress
topper goose down
or latex
For the purpose of assessing quality, the words satisfactory, moderate, good, very good and excellent areused to signify the different standards in broad terms. The Standards are defined by typical indicators whichrepresent consumer expectations. These indicators are neither prescriptive nor definitive to recognise the widevariety of elements that may be included.
The assessment of quality includes design elements, material, construction technique, sustainability, experientialand functional. Consumer research also showed modernity (stylishness, freshness, innovativeness, avant-garde)to be a significant component of quality.
These indicators were established by Australian accommodation operators and suppliers, as well as
independent experts from the RMIT School of Design in Melbourne, Victoria.
2. Condition (MajorSomeMinorNone)
Condition is measured against the same ranking scale as Cleanliness with Major awarded the lowest value andNone the highest.
Condition is defined as the absence of defects, tears, stress or wear, holes, or frays at the time of assessment.
Severe/heavy issues may include mattress/base with large tears/holes, sagging, visible springs.
Moderate issues may include mattress/base with fabric showing signs of wear, small tears/holes, weakening ofmattress sides/edges.
Light issues may include mattress padding beginning to flatten, pulled threads in fabric.
RANKING SCALE
BEDDINGSTANDARDS
Frequency:Major issues (>4)
MAJOR
Frequency:Some issues (3-4)
Frequency:Some issues (3-4)
SOME
Frequency:Few issues(
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Values for Quality & Condition are combined and weighted according to where consumers have high or lowexpectations.
For example, the quality and condition of a Mattress is the most important element in a Bedroom while
Bedside Lighting is the least important. Both must be of acceptable quality and condition, but differentweightings will apply to the final result or percentage score:
BEDROOMFACiliTiES &
SERViCESClEANliNESS
QUAliTY &CONDiTiON
CONSUmER imPORTANCE WEiGHTiNG
Bedcovers n/a
Minimum OverallScore of Good
Required
1.8%
Bedding 3% 3.8%
Mattress/Size of Bed 5.2% 5.9%
Clothes Storage &
Bed Furnishings 3.4% 1.8%
Bedside Lighting 1.2% 0.6%
Room Lighting 1.5% 1.6%
Free Floor Space 5.2% n/a
Window Coverings& Privacy
5.5% 2.8%
Walls & Ceilings n/a 2.4%
Floor Coverings n/a 1.3%
25% 21% 22%
Quality & Conditionof Mattress more
important thanBedside Lighting}
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liCENSiNG & ASSESSmENT PROCESS
Scheme Entry Criteria Satisfied
STAR Rating Licence Application
Licence Application Approved
Property Assessment Completed
Provisional STAR Rating Issued
Assessment Audit & Confirmation
Assessment Report Issued
STAR Rating Licence Issued
Dispute Resolution
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HOTEl STANDARDS & GUiDEliNES
GUEST SERViCESFACILITIES &
SERVICESCLEANLINESS
QUALITY &CONDITION
CONSUMER IMPORTANCE WEIGHTING
11% 8% 11%
Reception/Reception HoursFACiliTiES &
SERViCESClEANliNESS
QUAliTY &CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
5.5%Min Overall Score of
Good8.8%
Facility Guidelines:
Standardmaxu
Rank/Vaue Gudene
24 hours 6Reception staffed 24 hours, 7 days aweek.
Or Minimum 16 hours 5Reception staffed 16 hours plus nightbell or direct phone to manager.
Or Minimum 14 hours 4 As above 14 hours.
Or Minimum 12 hours 3 As above 12 hours.
Or Minimum 8 hours 2 As above 8 hours.
Or Less than 8 hours 1 As above less than 8 hours.
Condition scores apply in lieu of Quality Guidelines.
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Customer/Guest Services
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
5.5%Min Overall Score of
Good2.2%
Facility Guidelines:
Standardmaxu
Rank/VaueGudene
Guest Feedback Practices 5Evidence of formal guest feedback/satisfaction surveys and practices.
Staff Induction & Training 4Evidence of guest service induction andtraining programs for all staff.
Business Centre 3Dedicated business centre includingcomputer, printers, internet access.
Day Spa 3Dedicated day spa, professionally staffedoffering a variety of treatments.
Internet Kiosk 3 Available on site.
Secretarial 2Staff available to provide secretarialservices.
Concierge/Porter 3 Dedicated and staffed concierge desk.
Lounge/Bar Area 3Lounge/bar areas available to all inhouse guests may be in public areas.
Club Lounge 3
Club lounge available to club memberguests only, providing business facilities,refreshments during the day, drinks/canaps in evenings.
Wireless Internet 3Wireless internet connection available inpublic areas of property.
Housekeeping 24 hours
Inclusive5
Housekeeping services available 24
hours, 7 days and included in the rate.
Or Housekeeping
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RECREATiONAl FACiliTiES
FACILITIES &
SERVICES
CLEANLINESSQUALITY &
CONDITIONCONSUMER IMPORTANCE WEIGHTING
12% 11% 10%
Facility Guidelines:A tolerance may apply for all measurements (under) and will be confirmed upon assessment.
Standardmaxu
Rank/Vaue Gudene
Large Swimming Pool 4 Minimum size 15m x 5m or 75sqm.
Or Medium SwimmingPool
3 Minimum size of 10m x 4m or 40sqm.
Or Small Swimming Pool 2Less than 10m x 4m or 40sqm butgreater than 24sqm.
Indoor Pool 2 Heated indoor pool.
Pool Towels 1Pool towels available inroom/poolarea/reception.
Sauna 2 Available to guests within the complex.
Steam Room 2 As above.
Spa/Hot Tub 2 As above.
Tennis Court 2 As above.
Or Half Court Tennis 1 As above.
Gym 2Minimum of 3 separate pieces ofequipment, on site.
Gym Towels 1Gym towels available in-room/gym area/
reception.Other 2
Maximum 1 other recreational facilityto apply.
Condition scores apply in lieu of Quality Guidelines.
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BUilDiNG EXTERiOR
FACILITIES &
SERVICES
CLEANLINESSQUALITY &
CONDITIONCONSUMER IMPORTANCE WEIGHTING
10% 12% 10%
Parking Area/Driveways
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
10%Min Overall Score of
Good3.5%
Facility Guidelines:
Standardmaxu
Rank/VaueGudene
Valet Parking 5 Dedicated valet parking.
Or Sufficient OnsiteParking
4
Onsite parking to all rooms. Allowanceis given for properties located within5km of city these properties mustprovide one car space per two units.
Or Dedicated OffSiteParking
3Conveniently located offsite parking vouchers provided.
Secure Car Parking 2Parking accessible via key, intercom, orelectronic card.
Covered Parking 3Under cover parking provided for allrooms.
Weather Protection 2
Under cover access to reception. Access
for check in from underground parkingacceptable.
External Video Surveillance 3Video surveillance of car parking area/allguest vehicles, external common areas.
Condition scores apply in lieu of Quality Guidelines.
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Signage
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
n/aMin Overall Score of
Good2.4%
Facility Guidelines do not apply.
Condition scores apply in lieu of Quality Guidelines.
Building Wall Surfaces
FACiliTiES &SERViCES ClEANliNESS QUAliTY &CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
n/aMin Overall Score of
Good4.1%
Facility Guidelines do not apply.
Condition scores apply in lieu of Quality Guidelines.
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FOOD & BEVERAGE
FACILITIES &
SERVICES
CLEANLINESSQUALITY &
CONDITIONCONSUMER IMPORTANCE WEIGHTING
11% 9% 12%
Restaurant/Cafe
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
4%Min Overall Score of
Good12%
Facility Guidelines:
Standardmaxu
Rank/VaueGudene
Restaurant/Cafe 57 days 3 meals within the hotelcomplex.
Or Restaurant/Cafe 4 7 days 2 meals as above.
Or Restaurant/Cafe 3 7 days 1 meal, as above.
Or Restaurant/Cafe 2 5 days 1 meal, as above.
Separate AdditionalDining Facility
2
A separate dining area to above,providing meals/snacks with dedicatedmenu, or charge back arrangementswith external eatery.
Condition scores apply in lieu of Quality Guidelines.
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Room Service
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
7%Min Overall Score of
Goodn/a
Facility Guidelines:
Standardmaxu
Rank/VaueGudene
3 Meals & 7 days 4 3 Meals to rooms 7 days.
Or 2 Meals & 7 days 3 2 meals to rooms 7 days.
Or 1 Meal & 7 days 2 1 meal to room 7 days.
24hr Room Service 424 hour provision of beverages, snacksand ice. Menu inroom.
Or 16hr Room Service 3 As above minimum of 16 hours.
Or 12hr Room Service 2 As above minimum 12 hours.
Full Mini Bar 3
Selection of alcoholic and nonalcoholicbeverages plus light snacks eg peanuts,chips, chocolates. Mini Bar price list to
be in rooms.
Or Limited Mini Bar 2Selection of non alcoholic and/oralcoholic drinks.
Vending Machine/SmartBar
2Vending machine/smart bar available 24hours.
Condition scores and Quality Guidelines do not apply for these Standards.
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BEDROOm
FACILITIES &
SERVICES
CLEANLINESSQUALITY &
CONDITIONCONSUMER IMPORTANCE WEIGHTING
25% 21% 22%
Bedcovers
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
n/aMin Overall Score of
Good1.8%
Facility Guidelines do not apply.
Quality Guidelines:Areas considered in this assessment include: bedspread, quilt, doona cover, top sheet of triple sheeting,decorative pillows, accessories such as throws, cushions, bed runners, bed base covering i.e. valance orupholstered.
BEDCOVERS
SATiSFACTORY mODERATE GOOD VERY GOOD EXCEllENT
quilt polyester/
mix fill
basic throw over
bedcover single layer
of fabric eg synthetic
mix
triple sheeting
(linen/sheets qualityguidelines apply)
no valance or basic
synthetic gathered
style
no coordination of
style or design
quilt polyester fill
basic throw over
bedcover single/
lined fabric eg
cotton/synthetic mix
triple sheeting
(linen/sheets quality
guidelines apply)
poly cotton valance
limited coordination
of style or design
quilt microfibre/
feather fill
standard quilted/
reversible throw over
bed cover fabric eg
cotton
triple sheeting
(linen/sheets qualityguidelines apply)
fitted tailored
valance, factory
upholstered
coordinated style and
design elements
quilt feather &
down fill, microfibre/
down fill
thickly quilted
tailored bedspread
fabric eg high thread
count cotton
triple sheeting(linen/sheets quality
guidelines apply)
fitted valance of
quality heavy fabric
or lined, and maybe
quilted
custom designed and
coordinated with
room style
quilt wool, 100%
goose down fill
thickly quilted
tailored bedspread
fabric eg silk
triple sheeting
(linen/sheets quality
guidelines apply)
custom designed
valance which is
lined fabric eg silk
coordinated with
obvious use of
elements and
principles of design
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Bedding
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
3%Min Overall Score of
Good3.8%
Facility Guidelines:
Standardmaxu
Rank/VaueGudene
Mattress Protector3
All mattresses to have protective cover may/may not have stain/waterproofbarrier.
Pillow Protector 3 All pillows have protective cover.
Spare Blankets/Quilts 2Additional blanket/quilt providedfor each bed in room or 24housekeeping.
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Quality Guidelines:These Guidelines are typical indicators that may include, but are not limited to, the following:
BEDDiNGSheets & Powcases
SATiSFACTORY mODERATE GOOD VERY GOOD EXCEllENT
fabrics eg synthetic
mix, thinly woven
cotton
creased
top sheet/pillow case
no header, basic
narrow hem
fabrics eg poly cotton
(eg 80/20) or thinly
woven cotton
creaseless
top sheet/pillow
case no header,
standard hem
fabric such as
polycotton (eg
50/50), medium
weave cotton
creaseless
header minimal
decorative
enhancement suchas cuffed with single
stitching
fabrics such as
polycotton (eg
20/80)
professionally
laundered/creaseless
header decorative
enhancement such
as cuffed and twinstitching
fabrics such as tightly
woven pure cotton
professionally
laundered/pressed
header decorative
enhancement such as
hem stitched, piping,
pillowcases may befinished with self
flange
mattress/Pow Protectors
SATiSFACTORY mODERATE GOOD VERY GOOD EXCEllENT
synthetic or
bonded fabric eg
polypropylene
mattress protector
with elastic anchor
straps
pillow protector
bonded
polypropylene,
envelope style or zip
closure
synthetic fabric
mattress protector
with elastic anchor
straps
pillow protector,
medium weavecotton envelope style
or zip closure
quilted cotton/poly
cotton protectors
mattress protector
with elastic straps
pillow protector
quilted cotton/blend,envelope slip cover
quilted cotton/poly
cotton protectors
mattress protector
with elastic straps/
fitted sheet style
pillow protectorquilted cotton
envelope slip cover
protectors thickly
quilted, tightly woven
cotton
mattress protector
fitted sheet style or
zip closure
pillow protector
thickly quilted tightly
woven cotton,
zipped closure
Pows
SATiSFACTORY mODERATE GOOD VERY GOOD EXCEllENT
fill polyester
cover bonded
fabric eg
polypropylene
fill polyester/
microfibre mix
cover woven
synthetic fabric egpolyester
fill microfibre,
feather
cover woven fabric
eg cotton or cotton/synthetic mix
fill microfibre,
down/feather mix,
may have latex core,
memory foam
cover woven fabric
eg cotton or cotton/
synthetic mix
fill goose down,
latex
cover tightly woven
cotton with doublestitching/piping with
boxed edge
Bankets
SATiSFACTORY mODERATE GOOD VERY GOOD EXCEllENT
acrylic or polyester synthetic mix such as
polyester fleece
cotton blends, wool
blends, synthetic
velour
cotton, wool blends wool with satin
edging, cashmere,
fine cotton
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Mattress/Size of Bed
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
5.2%Min Overall Score of
Good5.9%
Facility Guidelines:A tolerance may apply for all measurements (under) and will be confirmed upon assessment.
Standardmaxu
Rank/VaueGudene
King Size 6 Minimum 2030mm x 1830mm Orsplit king or 2 x king singles.
Queen Size 5 Minimum 2030mm x 1530mm.
Standard Double 3 Minimum 1900mm x 1370mm.
Standard Single/Twin 3 Minimum 1800mm x 920mm.
Quality Guidelines:These Guidelines are typical indicators that may include, but are not limited to, the following:
mATTRESS & BASE
SATiSFACTORY mODERATE GOOD VERY GOOD EXCEllENT
100mm (approx)
foam mattress on
wire/chipboard
base, basic shallow
innerspring
no topper
200mm (approx)
high density foam
mattress on wire/ply
timber base, shallow
innerspring
separate mattress
topper polyester
standard coil
spring ensemble or
equivalent, comfort
layers, may have
added pillow top
separate mattress
topper microfibre
coil spring ensemble
or equivalent,
comfort layers, pillow
top
separate mattress
topper microfibre,
down
latex or pocket
spring ensemble or
equivalent with deep
comfort layers and
thick pillow top
separate mattress
topper goose
down or latex
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Clothes Storage & Bed Furnishings
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
3.4%Min Overall Score of
Good1.8%
Facility Guidelines:All measurements will be taken from within any frames and a tolerance of 20mm may apply for allmeasurements (under) and will be confirmed upon assessment.
Standardmaxu
Rank/VaueGudene
Bedside Table/Shelf All 3Bedside table/shelf provided adjacent toall permanent sleeping positions (exceptupper bunk).
Or Less Than All 2 As above to minimum of 50%.
Bedside Table/Shelf Adequate Size
2Minimum space 900sqmm for eachpermanent sleeping position.
Clock Radio/Alarm 3 Clock/Alarm (may be part of television).
Full Length Mirror 3Minimum 1200mm(H) x 400mm(W)(minimum height of 1800mm from floorto upper edge of mirror).
Or Medium Mirror 2 Minimum 600mm(H) x 350mm(W).
Or Small Mirror 1 Less than 600mm(H) x 350mm(W).
Wardrobe/Purpose BuiltHanging Space
3Wardrobe or purpose built hangingspace.
Screened From Room 2 Doors or walk in robe.
Spacious Wardrobe 2Minimum of free hanging space 1550mm(H) x 750mm(W) x550mm(D).
Or Adequate Wardrobe 1Minimum of free hanging space1400mm(H) x 450mm(W) x450mm(D).
Sufficient Clothes Hangers 2Minimum 3 clothes hangers per sleepingposition.
Clamp Hanger Provided 2 Minimum 1 clamp hanger per wardrobe.
Sufficient Drawers orEnclosed Shelf Space
2
Minimum 400mm(W) x 300mm(D)x 100mm(H) for each permanentsleeping position, measurements maybeaccumulative.
Or Sufficient Shelf Space 1 As above shelf space not enclosed.
Defined Luggage Rack 2 Fixed or portable luggage rack.
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Quality Guidelines:Areas considered in this assessment include wardrobe(s) including internal, hanging space, drawers, shelvingspace, dressing table, luggage racks, coat hangers and wardrobe door handles/knobs; bed heads, bedside tables/
shelves, and clothes storage including drawers, wardrobes and mirrors. These Guidelines are typical indicatorsthat may include, but are not limited to, the following:
ClOTHES STORAGE & FURNiSHiNGS
SATiSFACTORY mODERATE GOOD VERY GOOD EXCEllENT
material eg aged/
dated melamine/
laminates/timber
MDF, PVC
glass tops eg with
unpolished edges,
aged laminates
mirror unframed
basic wardrobe
doors, painted
chipboard
no backing, no
runners, staples
no coordination of
style or design
materials eg
melamine, imitation
timber veneers,
laminates
glass tops eg with
polished edges,
laminates
mirror basic plastic
frame
wardrobe doors
aged/dated
melamine/laminates
drawer runners,
glued joins
limited coordination
of style or design
materials eg timber
plywood, melamine,
timber veneers,
laminates
glass tops eg with
polished edges,
laminates
mirror powder
coated frame,
unframed bevel
aluminium/powder
coated framed,
mirrored wardrobe
doors, melamine/
laminate
backed, drawer
runners, screws
coordinated style/
design elements
materials eg designer
timber veneers
glass tops eg with
polished edges
reconstituted stone
mirror customdesigned frame
frameless mirrored
wardrobe doors,
timber, timber
veneer
concealed hardware
custom design and
coordinated with
overall room style/
theme
materials eg solid
timbers
marble, stone
mirror custom
designed framed
with polished,bevelled edge
custom designed
frameless mirrored
wardrobe doors,
solid timber
concealed hardware,
interior illumination
coordinated with
obvious use of
elements and
principles of design
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Bedside Lighting
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
1.2%Min Overall Score of
Good0.6%
Facility Guidelines:
Standardmaxu
Rank/VaueGudene
Bedside Lighting All 3Bedside lighting to all permanentsleeping positions.
Or Less Than All 2As above to minimum 50% ofpermanent sleeping positions.
Individual Switches 2Separate switches that operateindividual lights/lamps to all permanentsleeping positions.
Quality Guidelines:Areas considered in this assessment include bed lamps, bed lights, light shades & diffusers. These Guidelines aretypical indicators that may include, but are not limited to, the following:
BEDSiDE liGHTiNG
SATiSFACTORY mODERATE GOOD VERY GOOD EXCEllENT
dated pelmet,
fluorescent lighting
small ineffective
bedside lamps
power cords
exposed
no coordination of
style or design
fluorescent lighting
lightweight lamp
base with basic
shade, touch lights
power cords
exposed
limited coordination
of style or design
standard down or
wall mounted lights
weighted bedside
lamp, may have
directional head
attempts to conceal
power leads
coordinated style/
design elements
down lights
halogen or LED
custom made
bedside lamps,
weighted base
power cords
concealed
custom design and
coordinated with
overall room style/
theme
architectural design
down lighting
designer bedside
lamps with solid
construction
power cords
concealed
coordinated with
obvious use of
elements and
principles of design
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Bedroom Lighting
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
1.5%Min Overall Score of
Good1.6%
Facility Guidelines:
Standardmaxu
Rank/VaueGudene
Sufficient Lighting 3Effective lighting to all functional areas ofbedroom.
Spare Power Point(s) 2
Spare power point/s provided in eachroom double adaptors and powerboards (without individual switches) arenot acceptable.
Quality Guidelines:Areas considered in this assessment include bed lamps, bed lights, light shades & diffusers. These Guidelines aretypical indicators that may include, but are not limited to, the following:
BEDROOm liGHTiNGSATiSFACTORY mODERATE GOOD VERY GOOD EXCEllENT
exposed globes or
fluorescent tubes
dated light fixtures
and fittings
no coordination of
style or design
fluorescent lighting
diffuser panels
basic oyster lighting
limited coordination
of style or design
standard down lights
oyster fittings with
design element
coordinated style/
design elements
down lights
halogen or LED
custom light shades
may be sensor
lighting with manual
override
custom design and
coordinated with
overall room style/
theme
architectural design
down lights
designer light fittings,
may have electronic
controls, digital touch
pads
coordinated with
obvious use of
elements and
principles of design
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Window Coverings & Privacy
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
5.5%Min Overall Score of
Good2.8%
Facility Guidelines:
Standardmaxu
Rank/VaueGudene
Adequate Day Privacy 6
Bedroom window screening (eg sheercurtain, blinds, window tinting) allowsinroom guest to see out and givesprivacy from external.
Adequate Night Privacy 6All opening windows/glass sliding doorsfitted with covering for total privacy.
Insect Screens 2Fine mesh screening on all openingwindows/sliding doors.
Quality Guidelines:Areas considered in this assessment include blinds/curtains, drapes, window trims, (including pelmets). These
Guidelines are typical indicators that may include, but are not limited to, the following:
WiNDOW COVERiNGS
SATiSFACTORY mODERATE GOOD VERY GOOD EXCEllENT
curtain fabric unlined
or without bonded
backing
no sheers
exposed tracking/
conduit rod
plastic venetians plastic roller blinds,
vertical blinds
no coordination of
style or design
curtain fabric with
bonded backing
sheer curtains with
little or no fullness
exposed tracking
aged venetians
aged roller blinds
limited coordination
of style or design
curtain fabric
coated or bonded
back
standard sheer
curtains
tracking exposed,
designer rods
imitation timber
venetians/shutters
woven plastic
roller blinds
coordinated style/
design elements
thick quality drapes
with separate
insulated lining
sheers with generous
fullness
bulkheads, pelmets
concealed tracking
woven fibreglass,
channelled roller
blinds
contemporary timber
venetians/shutters
custom design and
coordinated with
overall room style/
theme
thick quality drapes
with generous
fullness with separate
lining and separate
insulated backing,
maybe motorised
quality sheers with
generous fullness,may be motorised
bulkheads, pelmets
and/or other design
elements concealing
tracking/hardware
quality timber
venetians/shutters
custom made
motorised/channelled
blinds
coordinated with
obvious use ofelements and
principles of design
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Free Floor Space
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
5.2%Min Overall Score of
Goodn/a
Facility Guidelines:Areas within the bedroom that are less than 500mm will not be considered as part of the overall floor space.Entrances will be included as part of overall floor space. A tolerance may apply for all measurements (under)and will be confirmed upon assessment.
Standard maxuRank/Vaue
Gudene
Spacious Area 4Minimum 12sqm or greater of free floorspace.
Or Medium Area 3Minimum 9sqm or greater of free floorspace.
Or Small Area 1Minimum of 6sqm or greater of freefloor space.
Condition scores and Quality Guidelines do not apply.
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Floor Coverings
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
n/aMin Overall Score of
Good1.3%
Facility Guidelines do not apply.
Quality Guidelines:These Guidelines are typical indicators that may include, but are not limited to, the following:
FlOOR COVERiNGSSATiSFACTORY mODERATE GOOD VERY GOOD EXCEllENT
poly propylene
carpet, low density
dated vinyl sheeting
dated tiles, low grade
carpet tiles
no coordination of
style or design
nylon carpet, low
density
dated vinyl
basic tiles
limited coordination
of style or design
medium density
synthetic/mix carpet
laminated timber
floor/plank vinyl,
carpet tiles, polished
timber floors
eg cypress pine,
bamboo
standard tiles
coordinated style/
design elements
high density wool
mix carpet eg 80/20
polished solid
hardwood timber
floors eg brushbox
contemporary tiles
custom design and
coordinated with
overall room style/theme
high density pure
wool carpet/thickness
of pile
polished solid
hardwood quality
timber floors eg
jarrah, ironbark
tiles eg natural stone,
marble, limestone,
reconstituted stone
coordinated with
obvious use of
elements and
principles of design
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Walls & Ceilings
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
n/aMin Overall Score of
Good2.4%
Facility Guidelines do not apply.
Quality Guidelines:Areas considered in this assessment include wall/ceiling finish, skirting, doors, architraves and door handles.These Guidelines are typical indicators that may include, but are not limited to, the following:
WAllS & CEiliNGS
SATiSFACTORY mODERATE GOOD VERY GOOD EXCEllENT
dated plain brick or
concrete block walls
panelled walls/ceilings
with visible joins
quad trim used for
skirtings/cornice
no use of colour
to create theme/harmony
lack of decorative
enhancements
exposed plain brick
or concrete block
walls
panelled walls/ceilings
with visible joins
basic narrow skirting/
cornice
little use of colourto create theme/
harmony
basic decorative
enhancements
architecturally
designed feature
brick walls, painted
brick walls
plaster walls/ceilings
plain skirting/cornice
with no decorative
enhancement
colour has been used
to create a theme/
harmony
use of decorative
enhancements
architecturally
designed feature
brick walls
plaster walls/ceilings
decorative skirting/
cornice, square set
corners
colour has beenused to create
coordinated theme/
harmony
use of decorative
enhancements
plaster walls/ceilings,
architecturally
designed
polished plaster walls
decorative skirting/
cornice of generous
proportions
fully coordinatedand/or customised
design to match
overall room style
decorative
enhancements such
as commissioned
artwork
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iNROOm FACiliTiES
FACILITIES &
SERVICES
CLEANLINESSQUALITY &
CONDITIONCONSUMER IMPORTANCE WEIGHTING
14% 17% 17%
TeaCoffee & CutleryCrockeryGlassware
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
2%Min Overall Score of
Good2.1%
Facility Guidelines:
Standardmaxu
Rank/VaueGudene
Tea/Coffee Facilities InRoom
4 A kettle provided in room.
Or Tea/Coffee Facilities Shared
1 Communal/shared facilities.
Tea/Coffee Provisions 3
Sufficient (2 per person) complimentarypackaged ingredients tea, coffee andsugar satchels) and either fresh or UHTmilk.
Sufficient Quantities/Rangeof Crockery & Cutlery
3Cups, saucers and spoons must beprovided for each permanent sleepingposition.
Sufficient Quantities/Range
of Glassware 3
Glassware provided for each permanent
sleeping position standard drinkingglass and wine/champagne.
Condition scores apply in lieu of Quality Guidelines.
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General Appliances
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
1%Min Overall Score of
Good1.9%
Facility Guidelines:
Standardmaxu
Rank/VaueGudene
Personal Fridge 3 Fridge provided inroom.
Or Shared Fridge 2 Fridge provided in shared/communalarea.
Rubbish Bin 2 Bin provided in room.
Condition scores apply in lieu of Quality Guidelines.
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Entertainment Facilities:
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
1.4%Min Overall Score of
Good3%
Facility Guidelines:
Standardmaxu
Rank/VaueGudene
TV 4 TV provided inroom.
Or Communal TV 1 TV provided in shared guest lounge.
Large TV Screen 4TV screen is equal to or greater than107cm/42 inch. Diagonal measurementwill apply.
Or Medium TV Screen 3As above TV screen is equal to orgreater than 80cm/32 inch.
Or Small TV Screen 2TV screen is less than 80cm/32 inch andequal to or greater than 66cm/26 inch
Multichannel Selection 4Minimum 6 TV channels (excludingFreeToAir channels).
Or Limited MultichannelSelection
3 Less than 6 TV channels (excludingFreeToAir channels).
In House Movies or Payper View
2Movies provided in house or pay perview.
Addtona Entertanent Factes (axu 3 to appy)
DVD Player 2 DVD player inroom.
CD Player/Sound System/MP3 Docking Station
2CD player, sound system and/or MP3docking station inroom.
Games System 2Provision of Nintendo, Playstation,
XBox type games system.
Tourism Channel 2Dedicated channel to local and/orAustralian tourism.
On Screen PropertyInformation
2Guests can access property informationthrough the television, may or may notreplace in room compendium.
On Screen Messaging andAccounts
2Guests can access their accounts andmessages through the television.
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Quality Guidelines:These Guidelines are typical indicators that may include, but are not limited to, the following:
ENTERTAiNmENT FACiliTiESSATiSFACTORY mODERATE GOOD VERY GOOD EXCEllENT
small TV on wall or
bench
no CD or DVD
player
exposed cords/cables
no remote control
small TV (min 26)
on wall or bench
portable CD player,
DVD player
exposed cords/cables
remote control
flat screen medium
sized eg 32 may be
wall mounted, swivel
mount or purpose
built entertainment
unit/stand/turntable
remote control
basic stereo sound
system/unit, DVD
player
attempt to conceal
cords/cables
large plasma, LCD,
LED TV, stateof
theart features such
as HD TV, surround
sound audio
remote control
TV on wall or cabinet
cables and cords are
concealed
large LED TV,
stateoftheart
features such as HD
TV, maybe have 3D
available, surround
sound audio or
wireless sound
system
digital/touch pad
remote control
TV is positioned
in a custombuilt
entertainment unit/
stand
cables and cords are
concealed
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Lounge Seating
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
1%Min Overall Score of
Good2.6%
Facility Guidelines:
Standardmaxu
Rank/VaueGudene
Purpose Designed LoungeSeating 4
Purpose designed lounge seating whichhas arms and is fully upholstered. Maybecane/wicker lounge seating with fullypadded cushions.
Or Purpose DesignedOccasional Seating
3Purpose designed occasional seatingincludes tub chairs, occasional chairs,foam lounges.
Sufficient Seating 2Lounge type seating provided forthe maximum number of permanentsleeping positions.
Lounge Seating in Additionto Dining Seating
2Room provided with lounge type seatingplus dining chairs.
Quality Guidelines:Areas considered in this assessment include dining table & dining seating include stools & bench seating. TheseGuidelines are typical indicators that may include, but are not limited to, the following:
lOUNGE SEATiNG
SATiSFACTORY mODERATE GOOD VERY GOOD EXCEllENT
dated construction,
materials low
density foam, loose
weave fabric
dated cane lounge/
chairs
no coordination of
style or design
basic construction,
materials low
density foam, loose
weave fabric
basic cane lounge/
chairs
limited coordination
of style or design
midrange furniture,
materials medium
density foams, close
weave fabrics
mid range cane
lounge/chairs
coordinated style/
design elements
solid construction,
thickly padded
with high density
foam, tightly wovencommercial grade
fabric, tightly
upholstered
contemporary rattan/
cane lounge/chairs
custom design and
coordinated with
overall room style/
theme
solid construction,
thick padding/
high density foam,
cushions may havedown filling, quality
tightly woven fabric,
tightly upholstered
designer rattan
lounge/chairs
coordinated with
obvious use of
elements and
principles of design
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Dining Table & Chairs
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
0.7%Min Overall Score of
Good2.6%
Facility Guidelines:
Standardmaxu
Rank/VaueGudene
Dining Facilities Provided 4 Purpose built dining table and chairs.
Sufficient Seating 3 Seating provided for the maximumnumber of sleeping positions.
Sufficient Table/BenchSpace
2Table/Bench space provided for dining,sufficient for all permanent sleepingpositions.
Quality Guidelines:Areas considered in this assessment include lounge seating, occasional seating such as tub chairs and accessoriessuch as cushions, throws etc. These Guidelines are typical indicators that may include, but are not limited to,the following:
DiNiNG TABlE & CHAiRS
SATiSFACTORY mODERATE GOOD VERY GOOD EXCEllENT
materials eg dated
plastic, MDF, dated
laminates, basic steel
tube frames
upholstery materials
eg dated vinyl
stools, benches or
fixed seating
no coordination of
style or design
materials eg plastic,
MDF, laminates, steel
tube frames
upholstery materials
eg vinyl
stools, benches or
fixed seating
basic design, limited
coordination and
style
materials eg laminate,
melamine, standard
timber (eg pine),
timber veneers,
glass, chrome or
brushed steel frames,
plywood, pine, high
grade plastic
upholstery materialseg commercial grade
fabric
standard cane/rattan
coordinated style/
design elements
materials eg
solid timber (eg
oak) designer
laminate, melamine,
timber veneers,
reconstituted stone,
glass, chrome or
brushed steel frames,
upholstery materialseg commercial grade
fabric
contemporary cane/
rattan
custom design and
coordinated with
overall room style/
theme
materials eg solid
quality timber (eg
cedar), designer
timber veneers,
marble and stone,
stainless steel frames
upholstery materials
eg high grade fabrics
designer cane/rattan
coordinated with
obvious use of
elements and
principles of design
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Communications/Business Desk
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
1.1%Min Overall Score of
Good1%
Facility Guidelines:
Standardmaxu
Rank/VaueGudene
Phone 2 Telephone in room accessible 24 hours.
Local Phone Book 1 In room.
Internet Access 3 Broadband and/or Wi Fi access in room.
Compendium 2Extensive range of property and localvisitor information, including local phonenumbers digital and/or print.
Business Desk InRoom 2Separate table/bench in addition todining, including lighting, internet accessand power point/s
Condition scores apply in lieu of Quality Guidelines.
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Heating, Cooling & Ventilation
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
3.1%Min Overall Score of
Good2.2%
Facility Guidelines:
Standardmaxu
Rank/VaueGudene
Sufficient Heating 5Air conditioners split (invertors) orducted systems; steam/water heaters,gas ducted, convection heating.
Or Moderate Heating 2 Oil columns, fan heaters.
Sufficient Cooling 5Refrigerated airconditioners split orducted systems; ducted evaporativecoolers.
Or Moderate Cooling 4Ceiling fans, portable fans, portableevaporative cooling system.
Individual Temp Control 2Controls/indicator settings are indegrees.
Quality Guidelines:These Guidelines are typical indicators that may include, but are not limited to, the following:
HEATiNG & COOliNG
SATiSFACTORY mODERATE GOOD VERY GOOD EXCEllENT
box style reverse air
conditioners
wall hung strip
heaters, free standing
fans, fan heaters
window/wall reverse
cycle air conditioner
units with individual
temperature control
column heaters, basicceiling fans
split system reverse
cycle air conditioners
with individual
temperature control
(remote control)
standard ceiling fans
ducted air
conditioning
contemporary ceiling
fan
ducted air
conditioning
with individual
temperature control
to each unit
designer ceiling fan
electronic control
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Laundry Services
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
1%Min Overall Score of
Good1.6%
Facility Guidelines:A tolerance may apply for all measurements (under) and will be confirmed upon assessment.
Standardmaxu
Rank/VaueGudene
Iron & Full Size IroningBoard
3Full size ironing board approx1150mm(L) x 340mm(W) and ironlocated inroom.
Or Iron & 3/4 SizeIroning Board
23/4 size ironing board and iron locatedinroom.
Or Iron & Ironing BoardUpon Request
1Ironing board and iron available fromreception or in communal laundry.
Full Laundry Service 3Laundry & dry cleaning available 7days.
Or Full Laundry Service 2 As above 5 days.
Or Guest Laundry 2Communal laundry facilities availableonsite.
Express Laundry 4 As above 3 hours or less.
Condition scores apply in lieu of Quality Guidelines.
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Security & Safety
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
1.7%Min Overall Score of
Goodn/a
Facility Guidelines:
Standardmaxu
Rank/VaueGudene
Electronic Entry 5 Electronic room entry.
Or Automated Locking 4 Entrance door automatically locks toexternal entry.
Or Internal Locking 3Entrance door lockable internally byguest.
Security Floor Access 4Access to room floor only available viaroom key.
Added Security Features 2Viewing hole in front door, securityscreen door or security chain.
InRoom Safe 2Purpose built safe provided in room,with operating instructions.
Or Safety Deposit atReception
1 Safety deposit box/services at receptiondesk.
Internal Video SurveillanceReception & Corridors
3Video surveillance of reception andinternal common areas.
Conditions score and Quality Guidelines do not apply.
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NonSmoking Rooms
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
1%Min Overall Score of
Goodn/a
Facility Guidelines:
Standardmaxu
Rank/VaueGudene
Non Smoking Rooms 4100% of guests rooms to be nonsmoking, and must be accompanied bysignage at the property and inrooms.
Condition scores and Quality Guidelines do not apply.
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BATHROOm
FACILITIES &
SERVICES
CLEANLINESSQUALITY &
CONDITIONCONSUMER IMPORTANCE WEIGHTING
17% 22% 18%
Shower Recess & Bath
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
1.4%Min Overall Score of
Good3.1%
Facility Guidelines:A tolerance may apply for all measurements (under) and will be confirmed upon assessment.
Standardmaxu
Rank/VaueGudene
Separate Shower and FullSize Bath
5 Separate full size bath (minimum of1300mm x 600 mm) plus showerrecess.
Or Shower Over Bath 4 Shower over full size bath/spa bath.
Or Shower Recess 3 Shower recess only.
Large Shower 5 Minimum 1800mm (length plus width).
Or Adequate Shower 4 Minimum 1500mm (length plus width).
Spa Bath or Plunge Bath 2 Spa bath or plunge bath.
Height of Shower
Head/Rose 2
Minimum 1900mm adjustable arm
acceptable to meet dimension.
Soap Holder 2Dedicated soap holder or mountedsoap dispenser.
Toiletries Holder 2Dedicated shelf/space for guesttoiletries.
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Quality Guidelines:These Guidelines are typical indicators that may include, but are not limited to, the following:
SHOWER RECESS & BATHBath
SATiSFACTORY mODERATE GOOD VERY GOOD EXCEllENT
dated/aged plastic
bath
basic plastic or acrylic
bath
standard design
acrylic, enamel bath
contemporary
baths acrylic,
reconstituted stone,
steel with porcelain
finish
designer baths
stone, steel with
porcelain finish
Shower
SATiSFACTORY mODERATE GOOD VERY GOOD EXCEllENT
dated wall tiles,shower base
aged moulded
plastic/fibreglass
recess and base
lightweight plastic
shower curtain,
plastic shower grate
no coordination of
style or design
basic tile walls,shower base
moulded fibreglass
recess and base
shower curtain,
segmented glass
sliding doors
plastic/chrome
shower grate
limited coordination
of style or design
standard tiled walls
standard tiled/
moulded shower
base
framed shower
screen or designer
curtain
chrome shower grate
coordinated style/
design elements
hobless showerrecess with fully tiled
walls reconstituted
stone tiles
tiled, reconstituted
stone shower floor
semi frameless glass
shower screen
designer steel
shower grate
custom design andcoordinated with
overall room style/
theme
hobless showerrecess with fully tiled
walls stone tiles
tiled, stone shower
floor
frameless glass
shower screen
designer shower
grate, tile insert grate
coordinated with
obvious use ofelements and
principles of design
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Vanity
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
0.8%Min Overall Score of
Good2.1%
Facility Guidelines:A tolerance may apply for all measurements (under) and will be confirmed upon assessment.
Standardmaxu
Rank/VaueGudene
Bench/Shelf Space 3 Minimum dimensions of 300mm x200mm.
Or Adequate BenchShelf Space
2Bench/shelf space is less than 300mmx 200mm. Minimum dimension of150mm.
Hand Basin 3 Minimum size of 400mm x 250mm.
Or Adequate Hand Basin 2 Less than 400mm x 250mm.
Shelving/Storage Space 2Separate shelving adjacent to/or underhand basin, minimum measurement of150mm.
Quality Guidelines:Areas considered in this assessment include the hand basin, plugs, bench/shelf space, drawers including handles,tiling/grouting and splashbacks. These Guidelines are typical indicators that may include, but are not limited to,the following:
HANDBASiN
SATiSFACTORY mODERATE GOOD VERY GOOD EXCEllENT
dated design
plastic, aged
polymarble
no coordination of
style or design
basic design
moulded acrylic
limited coordination
of style or design
standard design
polymarble, acrylic
coordinated style/
design elements
contemporary design
quality finish eg
reconstituted stone,
acrylic
custom design and
coordinated with
overall room style/
theme
customised design
and style/theme
high quality finish eg
stone, glass, ceramic
coordinated with
bathroom with
obvious use of
elements and
principles of design
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BENCHTOP
SATiSFACTORY mODERATE GOOD VERY GOOD EXCEllENT
dated laminate
sheeting, datedmoulded acrylic
no coordination of
style or design
basic laminate
sheeting, mouldedacrylic
limited coordination
of style or design
standard laminate,
polymarble
coordinated style/
design elements
reconstituted stone,
designer laminate
custom design and
coordinated with
overall room style/
theme
stone, glass
reconstituted stone
coordinated with
obvious use of
elements and
principles of design
VANiTY
SATiSFACTORY mODERATE GOOD VERY GOOD EXCEllENT
no splashbacks
dated laminate,
painted doors
interior of vanity
unsealed
exposed PVC
plumbing
no coordination of
style or design
dated tile splashback
basic design laminate/
melamine doors
exposed PVC
plumbing
limited coordination
of style or design
standard splashback
eg tiles
laminate/melamine
doors, shelving
plumbing chrome
finish or concealed
coordinated style/
design elements
high grade splashback
eg contemporary
tiles, glass
contemporary
laminate/melamine
doors/shelving
concealed or
decorative plumbing
custom design and
coordinated with
overall room style/
theme
high grade splashback
eg glass/mirror/tile
splashbacks
designer laminate/
melamine doors/
shelving
all plumbing is
concealed or
decorative
coordinated with
obvious use of
elements and
principles of design
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Bathroom Fittings
FACiliTiES &SERViCES
ClEANliNESSQUAliTY &
CONDiTiON
CONSUMER IMPORTANCE WEIGHTING
0.5%Min Overall Score of
Good1.7%
Facility Guidelines:All measurements will be taken from within any frames and a tolerance of 20mm may apply for allmeasurements (under) and will be confirmed upon asse