Hotel Criteria

Standards, guidelines and property reviews explained

Star Rating

foryour HOTELCriteria

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Contents

Disclaimer

The information contained in this document or in any property review conducted by Star Ratings Australia made pursuant to these criteria and the standards and guidelines:

• DoesnotconstitutearepresentationorwarrantythatyourProperty complies with applicable laws.

• Shouldnotbereliedonasthereasonyoudoordonotdoanything, to the full extent permitted by law, Star RatingsAustralia, its shareholders, officers, di ectors, employees andagents will not be under any liability to any person in anyrespect of any loss or damage (including any consequentialloss or damage) which any person may directly or indirectlysuffer as a result of using or relying on any informationcontained in these standards and guidelines or on any propertyreview made pursuant to.

• Whereanystatuteimpliesanyterminrelationtoanyperson’suse of these standards and guidelines which cannot beexcluded then that term is included, and the liability ofStar Ratings Australia, its shareholders, directors, officersemployees and agents for breach of that term is limited to there–supply of the relevant service to which the breach relates.

For more detailed information on the Star Rating scheme in Australia, visit starratings.com.au or contact:

+61 3 9601 3325

[email protected]

Introduction ...................................................................................................................................... 3

Allowances and Dispensations ........................................................................................................ 4

Rating Disputes ................................................................................................................................ 4

Management .................................................................................................................................... 5

Consumer Complaints ...................................................................................................................... 5

Standards – and how they affect your rating ................................................................................... 6

Standards – and how What Your Guest Wants .................................................................................. 8

Standards and Guidelines – Hotel .................................................................................................... 8

Guest Services ................................................................................................................................. 9

Recreation Facilities ....................................................................................................................... 11

Building Exterior ............................................................................................................................. 12

Food and Beverage ........................................................................................................................ 15

Bedroom ......................................................................................................................................... 17

In-Room Facilities ........................................................................................................................... 31

Bathroom ........................................................................................................................................ 42

Glossary of Terms

Australian Star Rating Scheme Hotel Criteria Standards & Guidelines 201

PO BOX 16Collins St West MELBOURNE VIC 8007

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Introduction

Star Ratings are about standards – your standards, our standards and the standards expected by your guests.They are basically a mark of quality, regardless of the number of Stars you have been awarded.

So, if you have a 1 Star Rating, your customers are assured that you have met the standards expected of a quality 1 Star property. If you have a 5 Star Rating, you have met the standards expected of a quality 5 Star property.

There’sneverbeenabettertimetohaveanindependent Star Rating.

Star Rated properties have never been more trusted

85% of Australian travellers use Stars whenchoosing accommodation.

Star Rated properties have never been more valued In a time when your guests are deluged with online opinions and consumer reviews, your Star Rating immediately tells your guests that your property has been independently reviewed against quality accommodation standards.

Star Rated properties have never been more supportedAlliances with peak industry bodies will help us manage rating disputes as well as to act on consumer complaints with mystery guest services. A new 3 year property review cycle includes special allowances that recognise and reward ongoing refurbishment work.

Star Rated properties have never been so connected

Star Rated properties have never been more safeguardedWeareclampingdownon‘self-rated’propertiesdisplayingorclaimingtohave‘stars’andwillbe aggressively protecting and defending our Australian intellectual property rights.

93% of travellers say that their booking

decision is influenced by online opinion andconsumerreviews.That’swhywehaveincorporated consumer ratings and reviews from more than 100 websites and social media platforms around the world. An annual Auto Club member travel survey will also deliver exclusive insights into Australian travel trends and decision making behaviour.

Before making an online hotel reservation, consumers vist approximatey 14 different travel-related sites with about three visits per site combined with almost nine travel-related searches. Consumers often use hotel classifications as a filter mechanism, with guest reviews used to make a final selection. UNWTO, Online Guest Reviews and HotelClassification Systems – An Integrated Approach,October 2014


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55 For staged property refurbishments and/or upgrades that will extend beyond 12 months.

55 WhereLocal,State/Territoryand/orCommonwealthlaws,includingNorfolkIslandGovernmentlaws, forbid or restrict the provision of certain facilities and/or services.

55 Forpropertieslocatedinremote,regionaland/orruralAustraliawherebroadband-wirelessinternet,Pay-TV,orFree-to-AirTVservicesarelimitedorrestricted.

55 For properties with distinct themes, unique or certified heritage attributes, and/oaccredited environmental management practices that may restrict the provision of certain facilities and/or services.

55 For the availability of basic services such as a reception or service desk and housekeepingservices during low season.

55 For Resort operations where the provision of certain facilities and/or services may not apply,or arenotrecognisedbytherelevantStandards&Guidelines.

Allowances and DispensationsIn order to deliver a flexible, elevant and equitable ratings scheme for consumers and accommodation operators alike, a range of allowances have beenmadetotakeintoaccountgeographicallocations,Local,State/TerritoryorCommonwealth laws, or unique property attributes.

It is the responsibility of the individual operator to produce the relevant documentation to substantiate claims for an allowance or dispensation.

The claim will be assessed and an allowance or dispensation may be extended for but not limited to the following:

Rating DisputesFollowing extensive consultation with the Accommodation Association of Australia (AAoA), agreement was reached on a framework that strengthens industry involvement in the independent Star Rating scheme.

In particular, an independent panel of commercial accommodation sector experts will review Star Rating disputes on a quarterly basis to provide a determination of the Star Rating result following considered review of all positions.


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ManagementToday, the Star Ratings scheme is managed by Star RatingsAustralia,astand-aloneaccreditationbusinessthat is focused on producing trusted and reliable rating results for domestic and international visitors.

The head office is in Melbourne.

For all Star Rating enquiries:

+61 3 9601 3325

+61 3 9601 3300

[email protected]

Consumer ComplaintsWetakeconsumercomplaintsseriously.

If a Star Rated property is found to be in breach of our Code of Conduct, or if a major issue is raised with any aspect of accommodation standards, then we will act immediately.

All complaints are attended to and can result in a property beingassessedthrough‘mysteryguest’servicesprovidedbythe Accommodation Association of Australia (AAoA). This sees qualified specialists visiting the p operty incognito to substantiate a major complaint.


Star Ratings Australia is a division of The Australian Tourism Industry Council (ATIC).

The Australian Star Rating scheme has been around since the 1950s, steadily developing to offer a national ratings model. In the 1980s and 1990s, the scheme was expanded to offer ratings for different accommodation types, including hosted accommodation,servicedapartments,caravanparksandself-cateringproperties.

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Your official Star Rating is awarded according to how highly you score in three key areas of assessment:

1. Quality and Condition

2. Cleanliness

3. Facilities and Services

A percentage score is calculated for each of these three areas:

Standards – and how they affect your rating

1. QualityandCondition:fromAcceptable(20%)toExcellent(over90%)

(over90%)

Excellent

(20%)

Acceptable

(over95%)

Excellent

(75%)

Good

2. Cleanliness:fromGood(75%)toExcellent(over95%)

(over90%)

Excellent

(20%)

Acceptable

3. FacilitiesandServices:fromAcceptable(20%)toExcellent(over90%)


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Quality & ConditionStar Rating

Your score in each area will be accorded a Star Rating: the lowest score you earn out of the three areas is the Star Rating you will receive.

Thetablebelowshowstheresultsfora4Starhotel.Notehowitachievesexcellencefor cleanliness and has a superior range of guest facilities, but is rated according to the lowest result – 4 Stars for the quality and condition of guest facilities.

Standards – and how they affect your rating (continued)

Facilities & Services

Excellent(85–100%)

Superior(70–84%)

VeryGood(60–69%)

Good(50–59%)

Moderate(30–49%)

Acceptable(20–29%)

Cleanliness


VeryGood(85–94%)

Good(75–84%)

HHHHH

HHHHI

HHHH

HHHI

HHH

HHI

HH

HI

H


Superior(75–89%)

VeryGood(65–74%)

Good(55–64%)

Reasonable(45–54%)

Moderate(35–44%)

Adequate(30–34%)

Satisfactory(25–29%)

Acceptable(20–24%)


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Quality & ConditionCleanlinessFacilities & Services

What Your Guest WantsMorethan200criteriahavebeenrankedbyAustraliantravellersaccordingtowhat’simportanttothem. The‘ConsumerImportanceWeightingIndex’isaprovenevaluationtechniqueoriginallydevelopedbytheSustainableTourismCRCatVictoriaUniversity.

Eachofthethreekeyassessmentareas–FacilitiesandServices,Cleanliness,andQualityandCondition–areappliedtoaspectsofaproperty,forinstance,bedrooms,bathrooms,recreationalfacilities,in-roomfacilitiesandsoon.

Withineachoftheseaspects,guestshavesimilarlyplacedgreaterandlesservalue on things that make up their experience. So, within the bedroom, guests place most value on the bed/size of the mattress, followed by bedding and window coverings/privacy.

Lookcarefullyatthosethingsthatguestsvaluemostandcompareyourstandards across the three areas of assessment. They carry more weight in the assessment of your property and this way help you improve your chances of earning the Star Rating you expect.

Standards and Guidelines – HotelConsumer Importance Weighting Index

2221

25

2217

18

1714

17

911

12

811

11

1210

10

1112

10

Guest Services

Recreation Facilities

Building Exterior

Food and Beverage

Bedroom

In-Room Facilities

Bathroom

Overall–Hotel(%)


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Guest ServicesConsumer Importance Weighting Index

Reception

General

Overall–GuestServices(%)

8.8

2.2

5.5

5.5

Quality & ConditionFacilities & Services

Cleanliness – Minimum overall score of “Good” Required

ReceptionConsumer Importance Weighting Index

Reception

Reception(%)

8.85.5 Quality & Condition



Standard

24 hours

Or – Minimum 16 hours




Or–Lessthan8hours

Maximum Rank/Value

6

5

4

3

2

1

Guideline

Reception staffed 24 hours, 7 days a week.

Reception staffed 16 hours plus night bell or direct phone to manager.

As above – 14 hours.



As above – less than 8 hours.

Facility Guidelines:

ConditionscoresapplyinlieuofQualityGuidelines.


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GeneralConsumer Importance Weighting Index

General

General(%)




Standard

GuestFeedbackPractices

Staff Induction & Training

Business Centre

DaySpa

Internet Kiosk

Secretarial

Concierge/Porter

Lounge/BarArea

ClubLounge

WirelessInternet

Housekeeping 24 hours Inclusive

Or – Housekeeping <24 hours Inclusive

Or – Housekeeping Fee–Based

Other

Maximum Rank/Value

5

4

3

3

3

2

3

3

3

3

5

4

3

2

Guideline

Policies and procedures relevant to individual property, maybe through formal online guest survey or inhouse guest forms. Properties affliated with accommodation franchise will have their procedures and practices recognised.

Guestserviceinduction&trainingrelevanttoindividualproperty. Participation in recognised or accredited industry programmes or attendance at industry conferences, meetings or events. Properties affliated with accommodation franchise will have their procedures and practices recognised.

Dedicatedonsitebusinesscentreincludingcomputer,printers, internet access.

Dedicatedonsitedayspa,professionallystaffedofferingavariety of treatments.

Computer with internet access available within the complex.

Staff available to provide secretarial services.

Dedicatedandstaffedconciergedesk.

Lounge/barareasavailabletoallinhouseguests.

Clubloungeavailableto‘clubmember’guestsonly,providing business facilities, refreshments during the day, drinks/canapés in evenings.

Wirelessinternetconnectionavailableinpublicareasofproperty.

Housekeeping services available 24 hours, 7 days and included in the rate.

Housekeeping services available less than 24 hours, 7 days and included in the rate.

Housekeeping services available upon request and fee–based.

Maximum1‘other’guestservicetoapply.


QualityGuidelinesandConditionscoresdonotapply.


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Recreation FacilitiesConsumer Importance Weighting Index

Recreational Facilities

RecreationFacilities(%)




Standard

LargeSwimmingPool

Or – Medium Swimming Pool

Or – Small Swimming Pool

Indoor Pool

Pool Towels

Sauna

Steam Room

Spa/Hot Tub

Tennis Court

Or – Half Court Tennis

Gym

GymTowels

Other

Maximum Rank/Value

4

3

2

2

1

2

2

2

2

1

2

1

2

Guideline

Minimum size 15m x 5m or 75sqm.

Minimum size of 10m x 4m or 40sqm.

Lessthan10mx4mor40sqmbutgreaterthan24sqm.

Heated indoor pool within the complex.

Pool towels available in–room/pool area/reception.

Available to guests within the complex.

Available to guests, within the complex.




Minimum of 3 separate pieces of equipment, on site.

Gymtowelsavailablein-room/gymarea/reception.

Maximum1‘other’recreationalfacilitytoapply.

Facility Guidelines: A tolerance may apply for all measurements (under) and will be confirmed upon assessment




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Building ExteriorConsumer Importance Weighting Index

Overall–BuildingExterior(%)

Parking

Signage

Building 4.1

n/a

2.4n/a

3.510



ParkingConsumer Importance Weighting Index

Parking

Parking(%)






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SignageConsumer Importance Weighting Index

Signage

Signage(%)

2.4n/a Quality & Condition



FacilityGuidelinesdonotapply.


Standard

ValetParking

Or – Sufficien Onsite Parking

Or–DedicatedOff–Site Parking

Secure Car Parking

Covered Parking

WeatherProtection

ExternalVideoSurveillance

Maximum Rank/Value

5

4

3

2

3

2

3

Guideline

Dedicatedvaletparking.

Onsite parking to all rooms. Allowance is given for properties located within 5km of city – providing space for 25%ofrooms.

Conveniently located off–site parking – vouchers provided.

Parking accessible via key, intercom, or electronic card provided onsite.

Undercoverparkingprovidedonsiteforallrooms,cityallowance applies.

Undercoveraccesstoreceptionprovidingguestswithprotection from the weather elements. Access for check in from underground parking acceptable, if lift provided.

Videosurveillanceofcarparkingarea,externalcommonareas.


Parking (continued)


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BuildingConsumer Importance Weighting Index

Building

Building(%)







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Food and BeverageConsumer Importance Weighting Index

Restaurant

Room Service

FoodandBeverage(%)

12.0

n/a

4.0

7.0



RestaurantConsumer Importance Weighting Index

Restaurant

Restaurant(%)




Standard

Restaurant/Cafe

Or – Restaurant/Cafe



Separate Additional DiningFacility

Maximum Rank/Value

5

4

3

2

2

Guideline

7 days – 3 meals within the hotel complex.

7 days – 2 meals as above.

7 days – 1 meal, as above.

5 days – 1 meal, as above.

A separate dining area to above, providing meals/snacks with dedicated menu, or charge back arrangements with external eatery.




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Room ServiceConsumer Importance Weighting Index

Room Service

RoomService(%)

n/a7.0 Quality & Condition



Standard

3 Meals & 7 days

Or – 2 Meals & 7 days

Or – 1 Meal & 7 days

24hr Room Service

Or – 16hr Room Service

Or – 12hr Room Service

Or–In-houseKiosk

Full Mini Bar

Or–LimitedMiniBar

Or–VendingMachine/Smart Bar

Maximum Rank/Value

4

3

2

4

3

2

1

3

2

1

Guideline

3 meals provided by property to rooms – 7 days.



24 hour provision of beverages, snacks and ice. Menu in–room.

As above – minimum of 16 hours.

As above – minimum 12 hours.

Beverages and snacks available from kiosk located within the complex available minimum of 12 hours

Selection of alcoholic and non–alcoholic beverages plus light snacks eg peanuts, chips, chocolates. Mini Bar price list to be in rooms.

Selection of non alcoholic and/or alcoholic drinks.

Vendingmachine/smartbaravailable24hours.


ConditionscoresandQualityGuidelinesdonotapplyfortheseStandards.


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BedroomConsumer Importance Weighting Index



Bedcovers

Bedding

Mattress/Size of Bed

Furnishings/Storage

Bedside Lighting

Room Lighting

Window Coverings and Privacy

Free Floor Space

Floor Coverings

Walls and Ceilings

5.95.2

3.03.8

5.52.8

3.41.8

1.51.6

1.20.6

2.4n/a

1.8n/a

1.3n/a

5.2n/a

Overall–Bedroom(%)


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BedcoversConsumer Importance Weighting Index

Bedcovers

Bedcovers(%)




Quality Guidelines:This area includes: the bed cover: bedspread; decorative sheet; quilt cover; decorative pillows/throws; bed base covering (not necessarily required in full bedspread provided). The durability of commercial productsisrecognised,howeverthesemaynotalwaysmeetguest’sexpectationsfortheluxurymarket eg down quilts.

Satisfactory Moderate Good Very Good Excellent

Bed Spread• basic throw

over, single layer of fabric

• standardquiltedreversiblethrow over

• quilted, egchannelled; orthrow over egjacquard

• quilted tailored–high quality fabricsuch as silkblend, high threadcount poly cottonmix;

• or throw over egMatelassé

• quilted customdesigned, qualityluxury fabric such assilk, high thread countfine cott

Top Sheet or Doona Cover and Display Pillow• fabric:

Polyester; polyester/cotton mix with cotton component lessthan50%

• fabric: polycotton withcottoncomponentlessthan50%

• fabric: polyester/cotton with cottoncomponent equalto or greater than50%,mayhavejacquard pattern

• fabric: polyester/cotton with cottoncomponent equalto or greater than75%;mayhavejacquard pattern

• fabric: high qualityluxury fabric such as100%cotton.Mayhave jacquard pattern

• thread count:120-180



• thread count: 250plus

• thread count: 330plus

• weight: approx.110gsm

• weight:approx. 125gsm

• weight: approx.165 gsm

• weight: approx170gsm

• weight:175-190gm

• professionallypressed




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Valance• uncovered

base or basic synthetic ‘gathered’style

• poly cotton • fitted tailo ed;factoryupholstered

• fitted of qualitheavy fabric orlined, maybequilted

• custom designed –high quality luxuryfabric such as silk,maybe quilted

• noco-ordination of style or design

• limitedco-ordination ofstyle or design

• co-ordinatedstyle and designelements

• custom designedandco-ordinatedwith room style

• custom designedwith obvious useof elements andprinciples of design


Bedcovers (continued)

BeddingConsumer Importance Weighting Index

Bedding

Bedding(%)




Quality Guidelines:This area includes the quilt/blankets, sheets, pillowcases, mattress & pillow protectors & pillows. Thedurabilityofcommercialproductsisrecognised,howeverthesemaynotalwaysmeetguest’sexpectations for the luxury market eg down quilts.


Quilt• fill – syntheti • fill – synthetic

cotton mix• fill – mic ofibe

blend; feather• fill – mic ofibe

blend, minimum350gsm; featherand down

• fill – goose or ducdown–minimum90%down; or wool

Doona Cover

• outer fabric:spun or nonwoven fabric

• outer fabric:synthetic/cotton mixwoven fabric

• outer fabric:cotton/poly

• outer fabric: –japara cotton

outer fabric: down proof japara


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or Blankets• synthetic

eg acrylic, polyester

• cotton mixacrylic,polyesterfleece (mi370gsm),velour

• cotton blends,wool blends,polyester fleec(min 400gsm)

• cotton, wool • wool; cashmere; fincotton

Sheets and Pillowcases• fabrics:

polyester; polyester/cotton with cotton component less than50%

• fabrics:polyester/cottonwith cottoncomponentlessthan50%

• fabrics: poly/cotton with cottoncomponent equalto or greater than50%

• fabrics:polyester/ cottonwith cottoncomponent equalto or greater than75%

• fabrics:100%cotton;100%linen

• thread count:approx.120-170


• thread count:approx. 180

• thread count:approx. 250

• thread count: approx.320





• weight: approx 145-155gsm

• creased/pillowcases unpressed

• creaseless,pressedpillowcases

• professionallylaundered

• professionallylaundered/creaseless

• professionallylaundered/pressed

• pillow case –header, decorativeenhancementsuch as cuffedand twin stitching;or self flang

• decorative headersuch as hem stitched,piping, pillowcasesmay be finished witself flang

Mattress/Pillow Protectors – may have moisture proof backing• synthetic

or bonded fabric eg polypropylene

• synthetic fabric • quilted cotton/poly cottonprotectors

• quilted cotton/poly cottonprotectors

• mattress protectorsthickly quilted, cotton

• mattressprotector with elastic anchor straps

• mattressprotector withelastic anchorstraps

• mattress protectorwith elastic straps

• mattressprotector withelastic straps/fitted sheet styl

• mattress protectorfitted sheet style oelastic straps

• pillow protectorenvelope style or zip closure

• pillowprotector,envelope styleor zip closure

• pillow protectorquilted cotton/blend, envelopeslip cover

• pillow protectorquilted cottonenvelope slipcover

• pillow protectorquilted tightly wovencotton, may havezipped closure

Bedding (continued)


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Standard

Mattress Protector

Pillow Protector

Spare Blankets/Quilts

Maximum Rank/Value

3

3

2

Guideline

All mattresses to have protective cover – may/may not have stain/waterproof barrier.

All pillows have protective cover.

Additional blanket/quilt provided for each bed – available in room or from 24 hour housekeeping.



Pillows• fill – polyeste • fill – polyester

microfib e mix• fill – mic ofib e

blend, feather• fill – mic ofiber fi

• weight: >/=900grams(standard sizepillow), feather &down;

• fill – down; feathe&down–min85%down, may have coreweight: equal toor greater than900grams (standardsize pillow);

• cover –bondedfabric egpolypropylene

• cover wovensynthetic fabriceg polyester

• cover – wovenfabric eg cotton orcotton/ syntheticmix

• cover – wovenfabric japaracottonw

• cover – down proof100%japaracotton

• memory foam • latex

• King size pillow –approx. 50x90cm, minweight: 1200 grams ofmicrofiber blend (miof80%microfiber

Bedding (continued)

MattressConsumer Importance Weighting Index

Mattress/Size of Bed

Mattress(%)





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Mattress (continued)

Quality Guidelines:This area includes the mattress (and topper if provided).


Mattress• 100mm

(approx) foam block

• 200mm(approx) highdensity foamblock

• standard bonnellcoil with minimumof 3 comfortlayers

• coil innerspringwith minimum4 comfort layers

• high technologypocket spring, withdeep comfort layers(min 5)

or or or or or• standard

bonnell coil with no comfort layers

• standardbonnell coil with minimum 2 comfort layers

• standard pocketcoil with minimum of 3 comfort layers

• pocket spring,with minimum 4 comfort layers

• high technology coilinnerspring with deepcomfort layers (min 5)

or

• latex with gel toplayer

• ticking (fabric)Cotton

• ticking (fabric)– Cotton twill.

• ticking (fabric) –Cotton chintz

• ticking (fabric) –Damask

• ticking (fabric) – knit

Topper

• no topper • separatemattresstopper-polyesterfill

• separatemattress topper– microfib e/polyester fill

• separatemattress topper –microfib e blendfill, minimum 95gsm fil

• separate mattresstopper – down/feather– (minimum40%down) fil

• or feather anddown fill – lesthan40%down

• or latex

Standard

King Size

QueenSize

StandardDouble

Standard Single/Twin

Maximum Rank/Value

6

5

3

3

Guideline

A King Size Bed will measure 2030mm x 1830mm or split king or 2 x king singles

Minimum 2030mm x 1530mm





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Furnishings/StorageConsumer Importance Weighting Index

Furnishings/Storage

Furnishings/Storage(%)




Quality Guidelines:This area includes the clothes storage i.e. wardrobe(s), drawers, shelving, dressing table, handles/knobs,bedsidetables/shelves,bedheadsandmirrors.TheseGuidelinesaretypicalindicatorsthatmay include, but not limited to the following:


Furnishings/Storage• material eg

aged/ dated melamine/ laminates/timber MDF,PVC

• materials egmelamine,imitation timberveneers,laminates

• materials egtimber plywood,melamine,timber veneers,laminates

• materials egdesigner timberveneers

• materials eg solidtimbers

• aged laminatetops

• basic laminatetops

• glass tops eg withunpolished edges,laminates

• glass tops eg withpolished edgesreconstitutedstone, timber

• marble, stone top,solid timber

• mirror –unframed,unpolished edge

• mirror – basicplastic frame

• mirror – powdercoated framew

• mirror – bevelled,polished edge

• mirror – customdesigned

• basic wardrobedoors, paintedchipboard

• wardrobedoors aged/datedmelamine/laminates

• aluminium/ powdercoated framed,mirrored wardrobedoors, melamine/laminate

• framelessmirroredwardrobe doors,timber/timberveneer

• wardrobe doors:bevelled edgeframeless mirroreddoor; solid timber

• no backing,no runners,staples

• drawerrunners, gluedjoins

• backed, drawerrunners, screws

• concealedhardware, interiorillumination

• concealed hardware,automated interiorillumination.

• aged plastichandles

• plastic handles • metal, timberhandles

• brass, stainlesssteel handles

• custom designedhandles/openers

• clothes storageand furnishingsnoco-ordination ofstyle or design

• clothesstorage andfurnishingslimitedco-ordination ofstyle or design

• clothes storageand furnishingsco-ordinatedstyle/designelements

• clothes storageand furnishingscustom designandco-ordinatedwith overall roomstyle/theme

• clothes storageandfurnishingsco-ordinated with obvioususe of elements andprinciples of design


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Furnishings/Storage (continued)

Standard

Bedside Table/Shelf – All

Or–LessThanAll

Bedside Table/Shelf – Adequate SizeClock Radio/Alarm/DockingStation

FullLengthMirror

Or – Medium Mirror

Or – Small Mirror

Wardrobe/PurposeBuilt Hanging Space

Screened From Room

SpaciousWardrobe

Or – Adequate WardrobeSufficient Clothes Hangers

Clamp Hanger Provided

SufficientDrawersorEnclosedShelfSpaceOr – Sufficient Shelf Space

Defined LuggageRack

Maximum Rank/Value

3

2

2

3

3

2

1

3

2

2

1

2

2

2

1

2

Guideline

Bedside table/shelf provided adjacent to all permanent sleeping positions (except upper bunk).

Asabove–tominimumof50%.

Minimum space 900sqmm for each permanent sleeping position.

Clock/Alarm (may be part of television).

Minimum1200mm(H)x400mm(W)(minimumheightof1800mm from floor to upper edge of mir or).

Minimum600mm(H)x350mm(W).

Lessthan600mm(H)x350mm(W).

Wardrobeorpurposebuilthangingspace.

Doorsorwalkinrobe.

Minimumoffreehangingspace–1550mm(H)x750mm(W)x550mm(D).

Minimumoffreehangingspace1400mm(H)x450mm(W)x450mm(D).

Minimum 3 clothes hangers per sleeping position.

Minimum 1 clamp hanger per wardrobe.

Minimum400mm(W)x300mm(D)x100mm(H)foreachpermanent sleeping position, measurements maybe accumulative.

As above – shelf space not enclosed.

Fixed or portable luggage rack.

Facility Guidelines: All measurements will be taken from within any frames and a tolerance of 20mm may apply for all measurements (under) and will be confirmed upon assessment


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Bedside LightingConsumer Importance Weighting Index

Bedside Lighting

BedsideLighting(%)




Quality Guidelines:This area includes bedside light fittings which may be wall hung, ceiling or lamps. This does no includetheilluminationasthisisastandard.TheseGuidelinesaretypicalindicatorsthatmayinclude,but are not limited to, the following:


Bedside Lighting• dated pelmet,

fluo escent lighting

• fluo escentlighting

• standard down–painted whitefitting or walmounted lights

• custom designdown lights – onepiece recesseddownlight, roundchrome fittin

• architectural designdown lights – onepiece unit down lightspecifically designeand manufacturedfor the purpose orapplication

• small ineffectivebedside lamps

• basiclight-weight lampbase withbasic shade,touch lights

• weighted bedsidelamp, may havedirectional head

• custom madebedside lamps,weighted base

• optional lightingillumination

• designer bedsidelamps with solidconstruction

• power cordsexposed

• power cordsexposed

• attempts toconceal powerleads

• power cordsconcealed

• power cordsconcealed

• lack ofcoordination ofstyle or design

• limitedcoordination ofstyle or design

• co-ordinatedstyle/designelements

• custom designandco-ordinatedwith overall roomstyle/theme

• co-ordinatedwithobvious use ofelements andprinciples of design

Standard

BedsideLighting–All

Or–LessThanAll

Individual Switches

Maximum Rank/Value

3

2

2

Guideline

Bedside lighting to all permanent sleeping positions.

Asabovetominimum50%ofpermanentsleepingpositions.

Separate switches that operate individual lights/lamps to all permanent sleeping positions.



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Room LightingConsumer Importance Weighting Index

Room Lighting

RoomLighting(%)




Quality Guidelines:This area includes all bedroom (except bedside) light fittings and switches. This does noincludetheillumination,asthisisastandard.TheseGuidelinesaretypicalindicatorsthatmayinclude, but are not limited to, the following:


Room Lighting• exposed

globes or fluo escent tubes

• fluo escentlighting diffuserpanels

• standard downlights – paintedwhite fittin


• architectural designdown lights – onepiece unit down lightspecifically designeand manufacturedfor the purpose orapplication

• dated lightfixtu es andfitting

• basic oysterlighting

• oyster fitting • optional lightingillumination


• custom lightshades may besensor lightingwithmanualover-ride

• designer light fittingsmay have electroniccontrol managementsystem, digital touchpads



• coordinated style/design elements

• coordinated withoverall room style/theme

• coordinated withobvious use ofelements andprinciples of design

Standard

Sufficien Lighting

Spare Power Point(s)

Maximum Rank/Value

3

2

Guideline

Effectivelightingtoallfunctionalareasofbedroom.

Spare power point/s provided in each room – double adaptors and power boards (without individual switches) are not acceptable.



27|

Window Coverings and PrivacyConsumer Importance Weighting Index


WindowCoveringsandPrivacy(%)




Quality Guidelines:Areaincludesblinds,curtains,drapes,windowtrims(includingpelmets).TheseGuidelinesaretypicalindicators that may include, but are not limited to, the following:


Window Coverings• curtain fabric

unlined or without bonded backing

• curtain fabricwith bondedbacking

• curtains fabricself lined withbonded rubberbacking

• thick qualitydrapes withseparateinsulated lining

• thick quality drapeswith generous fullnesswith separate liningand separate insulatedbacking – may bemotorised

• no sheers • sheer curtainswith little or no‘fullness’

• standard sheercurtains

• sheers withgenerous‘fullness’

• quality sheers withgenerous‘fullness’may be motorised

• agedvenetians

• plasticvenetians

• imitation timbervenetians/shutters

• contemporarytimber venetians/shutters

• quality timbervenetians/shutters

• aged rollerblinds

• plastic rollerblinds, verticalblinds

• budget romanor budgetfabric panels

• ‘woven’plasticroller blinds

• standard romanblinds or standardfabric panels

• woven fib eglass,channelled rollerblinds

• roman blinds ordesigner fabricpanels

• custom designed/made roman blinds –motorised

• exposedtracking/conduit rod

• exposedtracking

• tracking exposed,designer rods

• bulkheads,pelmetsconcealedtracking

• bulkheads, pelmetsand/or other designelements concealingtracking/hardware


• limitedcoordinationof style ordesign

• coordinatedstyle/designelements

• custom designand coordinatedwith overall roomstyle/ theme



28|

Standard

AdequateDayPrivacy

AdequateNightPrivacy

Insect Screens

Maximum Rank/Value

6

6

2

Guideline

Bedroom window screening – (eg sheer curtain, blinds, windowtinting)allowsin–roomguesttosee‘out’andgivesprivacy from external.

All windows/glass sliding doors fitted with covering for totaprivacy.

Fine mesh screening on all windows/sliding doors.


Window Coverings and Privacy (continued)

Free Floor SpaceConsumer Importance Weighting Index

Free Floor Space

FreeFloorSpace(%)




Facility Guidelines: Areas within the bedroom that are less than 500mm will not be considered as part of the overall floo space.Entranceswillbeincludedaspartofoverallfloo space.Atolerancemayapplyforallmeasurements (under) and will be confirmed upon assessment

Standard

Spacious Area

Or – Medium Area

Or – Small Area

Maximum Rank/Value

4

3

1

Guideline

Minimum 12sqm or greater of free floor space

Minimum 9sqm or greater of free floor space

Minimum of 6sqm or greater of free floor space



29|

Floor CoveringsConsumer Importance Weighting Index

Floor Coverings

FloorCoverings(%)




Quality Guidelines:TheseGuidelinesaretypicalindicatorsthatmayinclude,butarenotlimitedto,thefollowing:


Floor Coverings• poly propylene

carpet, low density

• nylon carpet,low density

• medium densitysynthetic/mixcarpet

• high density woolmix carpet eg80/20

• high density purewool carpet,thickness of pile

• dated vinylsheeting

• basic vinyl • standard solutiondyed nylon carpet

• high densitysolution dyednylon carpet

• polished solidhardwood qualitytimber floors eg jarra

• dated tiles, lowgrade carpettiles

• basic tiles • laminated timberfloor/plank vinylcarpet tiles,polished timberfloors eg cyp esspine, bamboo

• polished solidhardwoodtimber floors ebrushbox

• tiles eg natural stone,marble, limestone,reconstituted stone

• standard vinyls • designer vinyl

• standard tiles • contemporary tiles




• coordinated withobvious use ofelements andprinciples ofdesign

• custom design andcoordinated withoverall room style/theme



30|

Walls and CeilingsConsumer Importance Weighting Index

Walls and Ceilings

WallsandCeilings(%)




Quality Guidelines:Areas considered in this assessment include the floor surface, joins and g outing; wall ceiling finish skirting,doors,architravesanddoorhandles.TheseGuidelinesaretypicalindicatorsthatmayinclude,but are not limited to, the following:


Walls and Ceilings• dated plain

brick or concrete block walls

• exposedplain brick orconcrete blockwalls

• painted brickwalls

• feature brick walls • plaster walls/ ceilings,architecturallydesigned

• panelled walls/ceilings withvisible joins

• panelled walls/ceilings withvisible joins

• plaster walls/ceilings

• plaster walls/ceilings

• polished plaster walls

• quad trimused forskirtings/cornice

• basic narrowskirting/cornice

• plain skirting/cornice withno decorativeenhancement

• decorativeskirting/cornice,square setcorners

• decorative skirting/cornice of generousproportions

• no use ofcolour tocreate theme/harmony

• little use ofcolour tocreate theme/harmony

• colour has beenused to create atheme/harmony

• colour has beenused to createcoordinatedtheme/harmony

• fully coordinatedand/or customiseddesign to matchoverall room style

• lack ofdecorativeenhancements

• basicdecorativeenhancements

• use of decorativeenhancements

• use of decorativeenhancements

• decorativeenhancements suchas commissionedartwork



31|

In-Room FacilitiesConsumer Importance Weighting Index

Overall–In-RoomFacilities(%)

Tea, Coffee, Cutlery, Crockery, Glassware

General Appliances

Entertainment

Lounge Seating

Dining Table and Chairs

Business Desk

Heating, Cooling, Ventilation

Laundry

Security and Safety

Non-Smoking Rooms

3.01.4

2.61.0

1.01.1

2.60.7

2.23.1

2.12.0

1.91.0

1.61.0

n/a1.7

n/a1.0




32|

Tea, Coffee, Cutlery, Crockery and GlasswareConsumer Importance Weighting Index

Tea,Coffee,Cutlery,CrockeryandGlassware(%)




Tea, Coffee, Cutlery, Crockery and Glassware

Standard

Tea/Coffee Facilities – In Room

Or – Tea/Coffee Facilities – Shared

Tea/Coffee Provisions

Sufficien Quantities/RangeofCrockery & Cutlery

Sufficien Quantities/RangeofGlassware

Maximum Rank/Value

4

1

3

3

3

Guideline

A kettle provided in room.

Communal/shared facilities.

Sufficient (2 per person) complimentary packaged ing edients tea,coffeeandsugarsatchels)andeitherfreshorUHTmilk.

Mugs and/or cups, saucers and spoons must be provided for each permanent sleeping position.

Glasswareprovidedforeachpermanentsleepingposition–standard drinking glass and wine/champagne.



General AppliancesConsumer Importance Weighting Index

GeneralAppliances(%)

1.91.0



General Appliances

Standard

Fridge

Or – Shared Fridge

Rubbish Bin

Maximum Rank/Value

3

1

2

Guideline

Fridge provided in–room.

Fridge provided in shared/communal area.

Bin provided in room.




33|

EntertainmentConsumer Importance Weighting Index

Entertainment

Entertainment(%)




Quality Guidelines:Thisareaincludesthetelevision,theTVpresentation(cabinet/stand/wallmounted),soundsystem,DVD.TheseGuidelinesaretypicalindicatorsthatmayinclude,butarenotlimitedto,thefollowing:


Entertainment• datedTV–on

wall or bench• smallTV(min

26”) – on wallor bench

• flat sc een –medium sizedeg32”-maybewall mounted,swivel mount orpurpose builtentertainmentunit/stand/turntable

• large plasma,LCD,LEDTV,state-of-the-artfeatures such asHDTV,surroundsound audio.

• TVonwallor cabinet,coordinated withoverall theme ofroom

• largeLEDTV,state-of-the-artfeaturessuchasHDTV,maybehave3Davailable,surround sound audioor wireless soundsystem.

• TVispositionedinacustom-builtentertainment unit/stand, coordinatedwith room style

• noCDorDVDplayer

• portableCDplayer,DVDplayer

• basic stereosound system/unit,DVDplayer

• sound system isintegrated intoTVorscreenedincabinet

• sound system isintegratedintoTVetc

• no remotecontrol

• remote control • remote control • remote control • digital/touch padremote control

• exposedcords/ cables

• exposedcords/ cables

• attempt toconceal cords/cables

• cables and cordsare concealed

• cables and cords areconcealed.


34|

Standard

TV

Or–CommunalTV

LargeTVScreen

Or–MediumTVScreen

Or–SmallTVScreen

Multichannel Selection

Or–LimitedMultichannel Selection

In House Movies or PayperView

DVDPlayer

CDPlayer/SoundSystem/MP3 DockingStation

GamesSystem

Tourism Channel

On Screen Property Information

On Screen Messaging and Accounts

Maximum Rank/Value

4

1

4

3

2

4

3

2

2

2

2

2

2

2

Guideline

TVprovidedin–room.

TVprovidedinsharedguestlounge.

TVscreenisequaltoorgreaterthan107cm/42inch.Diagonalmeasurementwillapply.

Asabove–TVscreenisequaltoorgreaterthan80cm/32inch.

TVscreenislessthan80cm/32inchandequaltoorgreaterthan 66cm/26 inch

Minimum6TVchannels(excludingFree–To–Airchannels).

Lessthan6TVchannels(excludingFree–To–Airchannels).

Movies provided in house or pay per view.

AdditionalEntertainmentFacilities(maximum3toapply)

DVDplayerin–room.

CDplayer,soundsystemand/orMP3dockingstationin–room.

ProvisionofNintendo,Playstation,X–Box type games system.

Dedicatedchanneltolocaland/orAustraliantourism.

Guestscanaccesspropertyinformationthroughthetelevision, may or may not replace in room compendium.

Guestscanaccesstheiraccountsandmessagesthroughthe television.


Entertainment (continued)


35|

Standard

PurposeDesignedLoungeSeating

Or – Purpose DesignedOccasional Seating

Sufficient Seatin

LoungeSeatinginAdditiontoDiningSeating

Maximum Rank/Value

4

3

2

2

Guideline

Purpose designed lounge seating may have arms and is fully upholstered. Maybe cane/wicker lounge seating with fully padded cushions.

Purpose designed occasional seating includes tub chairs, occasional chairs, foam lounges.

Loungetypeseatingprovidedforthemaximumnumberofpermanent sleeping positions.

Room provided with lounge type seating plus dining chairs.


Lounge SeatingConsumer Importance Weighting Index

Lounge Seating

LoungeSeating(%)




Quality Guidelines:Areas considered in this assessment include dining table & dining seating include stools & bench seating. TheseGuidelinesaretypicalindicatorsthatmayinclude,butarenotlimitedto,thefollowing:


Lounge Seating• dated

construction, materials – low density foam, loose weave fabric

• solid base

• dated canelounge/chairs


• basicconstruction,materials – lowdensity foam,loose weavefabric

• slat or solidbase

• basic canelounge/chairs


• mid-rangefurniture,materials –medium densityfoams, closeweave fabrics

• web or slat base

• mid range canelounge/chairs


• solid construction,thickly paddedwith high densityfoam, tightly wovencommercial gradefabric, tightlyupholstered

• sprung or webbase

• contemporaryrattan/canelounge/chairs


• solid construction,thick padding/high density foam,cushions may havedown filling, qualittightly woven fabric,tightly upholstered

• well-paddedsprungbase

• designer rattanlounge/chairs



36|


Dining Table and Chairs• materials eg

dated plastic, MDF,datedlaminates, basic steel tube frames

• upholsterymaterials egdated vinyl

• stools,benches orfixed seatin


• materials egplastic,MDF,laminates,steel tubeframes

• upholsterymaterials egvinyl

• stools,benches orfixed seatin

• basic design,limitedcoordinationand style

• materials eglaminate,melamine,standard timber(eg pine), timberveneers, glass,chrome or brushedsteel frames,plywood, pine, highgrade plastic

• upholsterymaterials – egcommercial gradefabric

• standard cane/rattan


• materials eg solidtimber (eg oak)designer laminate,melamine,timber veneers,reconstitutedstone, glass,chrome orbrushed steelframes

• upholsterymaterials – egcommercial gradefabric

• contemporarycane/rattan


• materials eg solidquality timber (egcedar), designertimber veneers,marble and stone,stainless steel frames

• upholstery materialseg high grade fabrics

• designer cane/ rattan


Standard

Provision of dining table/bench and chairs

Sufficient Seatin

Sufficient able/Bench Space

Maximum Rank/Value

4

3

2

Guideline

Purpose built dining table and chairs.

Seating provided for the maximum number of sleeping positions.

DiningTable/Benchspaceprovidedforallpermanentsleeping positions.


Dining Table and ChairsConsumer Importance Weighting Index

DiningTableandChairs(%)




Quality Guidelines:Areas considered in this assessment include dining table & dining seating include stools & bench seating. TheseGuidelinesaretypicalindicatorsthatmayinclude,butarenotlimitedto,thefollowing:

Dining Table and Chairs


37|

Heating, Cooling and VentilationConsumer Importance Weighting Index

Heating,CoolingandVentilation(%)




Heating, Cooling and Ventilation

Business DeskConsumer Importance Weighting Index

BusinessDesk(%)




Business Desk

Standard

Phone

LocalPhoneBook

Internet Access

Compendium

BusinessDeskIn–Room

Maximum Rank/Value

2

1

3

2

2

Guideline

Minimum of one telephone in room accessible 24 hours.

In room.

Broadbandand/orWiFiaccessinroom.

Extensiverangeofpropertyandlocalvisitorinformation,including local phone numbers – digital and/or print.

Separate table/bench in addition to dining, including lighting, internet access and power point/s.




38|



Heating, Cooling and Ventilation• box style

reverse air conditioners

• wall hung stripheaters, freestanding fans,fan heaters

• window/wallreverse cycleair conditionerunits withindividualtemperaturecontrol

• columnheaters, basicceiling fans

• split systemreverse cycleair conditionerswith individualtemperaturecontrol (remotecontrol)

• standard ceilingfans

• ducted airconditioning; orintegrated splitsystem

• contemporaryceiling fan

• ducted airconditioning withindividual temperaturecontrol to each unit

• designer ceiling fan –electronic control

Standard

Sufficient Heatin

Or – Moderate Heating

Sufficient Coolin

Or – Moderate Cooling

Individual Temp Control

Maximum Rank/Value

5

2

5

4

2

Guideline

Air conditioners – split (invertors) or ducted systems; steam/water heaters, gas ducted, convection heating.

Oil columns, fan heaters.

Refrigerated air–conditioners – split or ducted systems; ducted evaporative coolers.

Ceiling fans, portable fans, portable evaporative cooling system.

Controls/indicator settings are in degrees.


Heating, Cooling and Ventilation (continued)


39|

LaundryConsumer Importance Weighting Index

Laundry(%)




Laundry

Standard

Iron & Full Size Ironing Board

Or – Iron & 3/4 Size Ironing Board

Or – Iron & Ironing BoardUponRequest

FullLaundryService

Or–FullLaundryService

Or–GuestLaundry

ExpressLaundry

Maximum Rank/Value

3

2

1

3

2

2

4


Guideline

Fullsizeironingboard–approx1150mm(L)x340mm(W)and iron located in–room.

3/4 size ironing board and iron located in–room.

Ironing board and iron available from reception or in communal laundry.

Laundry&drycleaningavailable–7days.

As above – 5 days.

Communal laundry facilities available onsite.

As above – 3 hours or less.


40|

Security and SafetyConsumer Importance Weighting Index

SecurityandSafety(%)




Security and Safety

Standard

ElectronicEntry

Or – Automated Locking

Or – Internal Locking

Security Floor Access

Added Security Features

In–Room Safe

Or–SafetyDepositat Reception

InternalVideoSurveillance Reception & Corridors

Maximum Rank/Value

5

4

3

4

2

2

1

3

Guideline

Electronicroomentry.

Entrancedoorautomaticallylockstoexternalentry.

Entrancedoorlockableinternallybyguest.

Accesstoroomfloo onlyavailableviaroom‘key’.

Viewingholeinfrontdoor,securityscreendoororsecuritychain.

Purpose built safe provided in room, with operating instructions.

Safety deposit box/services at reception desk.

Videosurveillanceofreceptionandinternalcommonareas.




41|

Non-Smoking RoomsConsumer Importance Weighting Index

Non-SmokingRooms(%)




Non-Smoking Rooms

Standard

NonSmokingRooms

Maximum Rank/Value

4

Guideline

100%ofguest’sroomstobenonsmoking,andmustbeaccompanied by signage at the property and in–rooms.




42|

BathroomConsumer Importance Weighting Index

Overall–Bathroom(%)

Shower, Bath

Vanity

Fittings

Toilet

Lighting

Towelling

Personal amenities


Free Floor Space

Walls, Ceilings

Floor Coverings

Bathroom Type

Ventilation

3.11.4

2.91.0

2.80.9

2.10.8

1.81.0

1.8n/a

1.7 0.5

n/a7.0

n/a1.9

n/a0.9

n/a0.8



1.8n/a

n/a0.8


43|

Shower and BathConsumer Importance Weighting Index

Shower and Bath

ShowerandBath(%)




Quality Guidelines:This area includes the bath (does not include bath surrounds), shower floor/grate, shower walls, showescreen.QualityGuidelinesaretypicalindicatorsthatmayinclude,butarenotlimitedto,thefollowing:


Bath• plastic bath • basic acrylic

bath• standard design

acrylic, enamelbath

• contemporarybaths – acrylic,reconstitutedstone

• designer baths –stone, steel withporcelain finis

Shower• walls: dated

tiles;‘aged’moulded plastic/fib eglass; panelling with visible joins

• walls: budgettiles; mouldedfib eglass;panelling withvisible joins

• walls: standardtiles, designermouldedfib eglass;panelling, novisible joins

• walls:contemporarytiles;reconstitutedstone; fully tiled;

• walls: stone; fully tiled

• base: datedtiles;‘aged’mouldedplastic/fib eglass

• base: budgettiles; mouldedfib eglass

• base: standardtiles, mouldedfib eglass

• base: hobless;contemporarytiles; reconstitutedstone; designermoulded base

• base: hobless; stone

• screen:lightweightplastic curtain;aged showerscreen

• screen: showercurtain,segmentedglass slidingdoors

• screen: framedshower screen ordesigner curtain

• screen: semiframeless glassshower screen

• screen: framelessglass

• grate: plastic • grate: plastic/chromeshower

• grate: chrome • grate: designersteel shower; tileinsert grate

• grate: designer steelshower


• limitedcoordinationof style ordesign

• coordinatedstyle/designelements




44|

Standard

Separate Shower and Full Size Bath

Or – Shower Over Bath

Or – Shower Recess

LargeShower

Or – Adequate Shower

Spa Bath or Plunge Bath

Height of Shower Head/Rose

Soap Holder

Toiletries Holder

Maximum Rank/Value

5

4

3

5

4

2

2

2

2

Guideline

Separate full size bath (minimum of 1300mm x 600 mm) plus shower recess.

Shower over full size bath/spa bath.

Shower recess only.

Minimum 1800mm (length plus width).

Minimum 1500mm (length plus width).

Spa bath or plunge bath.

Minimum 1900mm – adjustable arm acceptable to meet dimension.

Dedicatedsoapholderormountedsoapdispenser.

Dedicatedshelf/spaceforguesttoiletries.


Shower and Bath (continued)

VanityConsumer Importance Weighting Index

Vanity

Vanity(%)





45|

Quality Guidelines:Areaincludes:thehandbasin,plugs,bench/shelfspace,drawersincludinghandles.TheseGuidelinesare typical indicators that may include, but are not limited to, the following:


Handbasin• dated design

• plastic, agedpolymarble

• basic design

• mouldedacrylic

• standard design

• polymarble,acrylic

• contemporarydesign

• quality finiseg ceramic,reconstitutedstone

• customised designand style/theme

• high quality finish estone, glass, ceramic

Bench Space• dated laminate

sheeting, dated moulded acrylic

• basic laminatesheeting,mouldedacrylic

• standard laminate,polymarble

• reconstitutedstone, designerlaminate

• stone, glass

Splashback• exposed pvc

plumbing


• exposedPVCplumbing


• plumbingchrome finish oconcealed


• concealed ordecorativeplumbing


• all plumbing isconcealed ordecorative



Standard

Bench/Shelf Space

Or – Adequate Bench Shelf Space

Hand Basin

Or – Adequate Hand Basin

Shelving/Storage Space

Maximum Rank/Value

3

2

3

2

2

Guideline

Minimum dimensions of 300mm x 200mm.

Bench/shelf space is less than 300mm x 200mm. Minimum dimension of 150mm.

Minimum size of 400mm x 250mm.

Lessthan400mmx250mm.

Separate shelving, Minimum measurement of 150mm.

Vanity (continued)


46|

FittingsConsumer Importance Weighting Index

Fittings

Fittings(%)




Quality Guidelines:Areas includes taps, spout, hooks, towel rails, mirror lighting, towel racks, shower head/rose, soap holders & shampoo holder, hooks, toilet roll holder and toilet brush.


Fittings• dated fitting

with plastic finishe

• framelessstandard mirror– unpolishededge

• lack ofcoordinationof fittingsfixtu es

• basic fittingwith plasticfinishe

• plastic framedmirror

• limitedcoordinationof fittingsfixtu es

• standardrange fittingpredominatelychrome

• framed mirrors

• coordination offittings & fixt es –matching

• custom designedchrome fitting

• large framedbevel edge mirroror mirror recessedinto tiling

• coordinated withoverall room style/theme

• custom designedfittings, stainless steefinis

• large bevel edgedesigner mirror withquality framing or mirrorrecessed into tiling


Facility Guidelines: All measurements will be taken from within any frames and a tolerance of 20mm may apply for all measurements (under) and will be confirmed upon assessment

Standard

Mixer Taps

LargeMirror

Or – Adequate Mirror

Or – Small Mirror

Conveniently LocatedMirror

Towel Rails

Adequate Towel Rails

Adequate Clothes Hooks

Maximum Rank/Value

2

3

2

1

2

2

2

2

Guideline

Flick mixer or separate tap set with common spout.

Minimum600mm(H)x450mm(W)required.

Minimum450mm(H)x350mm(W).

Lessthan450mm(H)x350mm(W).

Locatedabovehandbasin/vanityunit,minimummeasurement from floor between 1200mm and 1800mm

Purpose designed towel rails.

Min 450mm per sleeping position (pull out/portable clothes line acceptable to include in measurements).

Minimum 2 separate hooks or 1 double hook, small plastic adhesive hooks not sufficient


47|

ToiletConsumer Importance Weighting Index

Toilet

Toilet(%)




Quality Guidelines:This area includes the bath (does not include bath surrounds), shower floor/grate, shower walls, showescreen.QualityGuidelinesaretypicalindicatorsthatmayinclude,butarenotlimitedto,thefollowing:


Toilet• two piece

toilet suite with exposed‘S’trap

• two piece toiletsuite, enclosed‘S’trap

• close coupledtoilet suite

• wall faced/wallhung toilet suite

• high quality porcelain/ceramic finishwalfaced/wall hung pan,may have concealedcistern; high qualitychrome buttons

• aged plasticcistern

• basic plasticcistern

• mid range –combination ofceramic bowl &designer hardplastic cistern

• porcelain/ceramicfinis

• high quality porcelain/ceramic finish, alplumbing concealed






Standard

Rubbish Bin

ExtraToiletRolls

Toilet Brush & Holder

Maximum Rank/Value

2

2

2

Guideline

Minimum 1 rubbish bin for bathroom.

One or more additional toilet rolls.

Toilet brush and holder provided. Allowance for 24hr housekeeping.



48|

LightingConsumer Importance Weighting Index

Lighting

Lighting(%)




Quality Guidelines:Areas considered in this assessment include lighting, light shades, diffusers, power points, switches and heatlamps.TheseGuidelinesaretypicalindicatorsthatmayinclude,butarenotlimitedto,thefollowing:


Lighting• exposed

globes or fluo escent tubes

• fluo escentlighting diffuserpanels

• standard downlights – paintedwhite fittin


• architectural designdown lights – onepiece unit down light

• dated lightfixtu es andfitting

• basic oysterlighting

• oyster fittings witdesign element


• custom lightshades may besensor lightingwithmanualover-ride


• designer light fittingsmay have electroniccontrol managementsystem







Standard

Sufficien Lighting

Spare Power Points

Maximum Rank/Value

3

2

Guideline

Lightingpositionedsonoareaofthebathroomlacksefficient light – it must e fectively cover all areas (mirror, shower, bath, vanity, and toilet).

Spare power point/s provided.


49|

Personal AmenitiesConsumer Importance Weighting Index

Personal Amenities

PersonalAmenities(%)





Standard

Personal Amenities

Or – Adequate Personal Amenities

Hairdryer

Maximum Rank/Value

3

2

2

Guideline

Minimum 5 items, including separate shampoo, separate conditioner, tissues plus 2 other items such as moisturiser, shower cap – liquid dispensers for shampoo–conditioner are acceptable.

Minimum 3 items – shampoo, tissues plus one additional item.

Provided in bathroom/bedroom.



50|

TowellingConsumer Importance Weighting Index

Towelling

Towelling(%)




Quality Guidelines:Areasincludetowels,facetowels,handtowelsandbathmat.TheseGuidelinesaretypicalindicatorsthatmay include, but are not limited to, the following:


Towelling• basic towel

(approx 600 x1300mm) lightweight cotton; cotton/polyester,

• light weightcotton, cotton/polyestertowelling

• standard sizetowel (approx680 x 1320mm)cotton; cotton rich(86/14) towelling

• cotton towelling • large towel (approx750 x 1500mm),cotton towelling

• min. weight400 gsm for alltowelling items


• min. weight475gsm for alltowelling items


• min. weight 620 gsmfor all towelling items


Standard

Additional Towels

Bath Sheet

Face Cloth

Hand Towel

Bath Robe

Maximum Rank/Value

2

2

2

2

2

Guideline

An additional towel provided for each sleeping position.

Bath sheet (minimum of 800mm x 1600mm) provided for each sleeping position.

Minimum of 1 face cloth provided.

As above.

Bath robe provided for each sleeping position.


51|

Window Coverings and PrivacyConsumer Importance Weighting Index


WindowCoveringsandPrivacy(%)

n/a0.9




Standard

BathroomDoor

Adequate Privacy

Maximum Rank/Value

3

6

Guideline

Provided for privacy.

Opaque glass, blinds, curtain for bathroom window.


Free Floor SpaceConsumer Importance Weighting Index

Free Floor Space

FreeFloorSpace(%)





Standard

Spacious Area

Or – Adequate Area

Or – Small Area

Maximum Rank/Value

4

3

1

Guideline

Minimum 4sqm of free floor space

Equaltoorgreaterthan2sqmoffreefloo space.

Lessthan2sqmbutgreaterthan1sqmoffreefloo space.



52|

Quality Guidelines:Areas considered in this assessment include wall/ceiling finish, skirting, doors, a chitraves and door handles.TheseGuidelinesaretypicalindicatorsthatmayinclude,butarenotlimitedto,thefollowing:


Walls and Ceilings• dated modular,

panelling with visible joints

• combination ofdated tiles and/or basic brick,concrete blockwalls

• ceiling –panelling withvisible joins

• no use ofcolour tocreate theme/harmony

• modular,panelling withvisible joints

• combination ofbasic tiles andpainted brickor concreteblock walls

• ceiling –panelling withvisible joins,plaster

• little use ofcolour tocreate theme/harmony

• panelling with novisible joins

• combination ofstandard tiles andplaster/ renderedwalls. Single tileonly skirting area

• ceiling – plaster,sprayed concrete

• colour has beenused to create atheme/harmony

• contemporarywall tiles mayhave full wallcoverage

• reconstitutedstone, mirror,glass

• ceiling – plaster

• colour has beenused to createcoordinatedtheme/harmony

• designer wall tiles, fullwall coverage

• natural stone tiles,glass/mirrored walls

• ceiling eg plaster withdesign feature



Walls and CeilingsConsumer Importance Weighting Index

Walls and Ceilings

WallsandCeilings(%)





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Floor CoveringsConsumer Importance Weighting Index

Floor Coverings

FloorCoverings(%)






Floor Coverings• dated vinyl

sheeting

• dated tiles

• ‘aged’plasticfloor grat

• no coordinationof style ordesign

• basic vinylsheeting

• basic tiles

• plastic/chromefloor grat


• standard vinyl

• standard tiles

• chrome floograte


• contemporarytiles

• reconstitutedstone

• designer steelfloor grate; tilinsert floor grat


• natural stone

• designer tiles

• designer floor grat




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Bathroom TypeConsumer Importance Weighting Index

Bathroom Type

BathroomType(%)





Standard

EnsuiteBathroom

Or – Private Bathroom

Or – Communal

Maximum Rank/Value

5

3

1

Guideline

Bathroom has direct access from main bedroom.

Private bathroom provided (external to room).

Communal bathroom provided.


VentilationConsumer Importance Weighting Index

Ventilation

Ventilation(%)





Standard

Mechanical Ventilation

Maximum Rank/Value

4

Guideline

A mechanical exhaust system for removal of moisture & odours



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Glossary of TermsWhenwedevelopedourguidelinesforQualityandConditionweconsultedwidelywithdesignprofessionalsand commercial operators across the Australian accommodation sector.

An assessment of quality incorporates experiential and functional design elements, material, construction techniquesandsustainability.Consumerresearchalsoshowedthat‘modernity’(e.g.thestylishness,freshness,innovativeness,oravant-gardeoffacilitiesanddesign)hadasignifican influenc ontheirperceptionof quality.

The assessment of condition is the most important and influential factor in determining a Star Rating Effective maintenancepracticesandacommitmenttoongoingrefurbishmentshaveproventobehighlyvaluable in managing defective facilities, stress and wear of guest facilities.

Term Area of Assessment

Description

Aged Condition Determinedbytheeffectsoftimeor‘wearandtear’onfittings fixtu esand/or furnishings. Ongoing maintenance may address some effects, but the overall impact of sustained guest use has led to the deterioration of quality standards; for example, faded, chipped, worn, and saggy.

Please note: antique or collectible furnishings will not be defined a‘aged’intheabsenceofconditionissues.

Basic Quality Determinedbythepracticalityandpurposeofuseasopposedtoincorporating or complementing a distinct design element or theme – of plain appearance and functional application. For example, a framed mirror with no additional design element or feature such as bevelled edges or recessed into surrounding tiles.

Coordination Quality Determinedbytheintegrationofdesignanddecorelementstoproducea complementary theme. For example, the coordination of bedding such as throws, cushions/pillows, sheets, valance, sheets and bedcovers that demonstrates an obvious attempt to coordinate each element.

Contemporary Quality Determinedbythefunctionalandmoderndesignelementsthatareengaged by commercial designers, retailers and hospitality professionals. Forexample,a‘contemporary’modularloungesuitewhencomparedtoa‘dated’caneloungesuit.

Custom Designedand/or Custom Made

Quality Determinedbythefunctionaldesignelementsspecifi totheoveralldecor or theme of a property and guest experience. This may include products that have been tailored to satisfy specific equirements. For example,theuseofabed-headthatcomplementsanoveralldecorandtheme for the bedroom, or a dining table and chairs that complement the overall decor and theme of the living area.

ComfortLayer(Mattress)

Quality Determinedbythetypesoffoamsandfib esusedintheuppermostlayers of a mattress, as well as their overall thickness or density. For example, a standard mattress may have 2 comfort layers while the benchmark for high technology mattresses is a minimum of 5 deep comfort layers.


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Glossary of Terms (continued)

Term Area of Assessment

Description

Dated Quality Determinedbythemodernityofthefacilitiesandthedesignelementsortheme.Forexample,anolder-styledsegmentglassslidingdoorforthe shower recess compared to a frameless shower door.

DesignElement

Quality Determinedbythecreativecomponentsoraspectsofanitemorvisualsetting-withinaccommodationsettingsthiscanspecificall relate to the basic units of an item of furniture and/or the composition of a room (e.g. its colour, texture, space and shape). Overall, it is about the elements that bring a space together in terms of appearanceandfunctionality.Forexamplethe‘footprint’ofthefurniture should complement the size of the room.

GSM–GramsPer Square Metre

Quality The weight of the towel is determined by the grams of fib e per square metre. The greater the weight per square metre the higher the quality of the towel.

Integrated Quality Determinedbytheseamlessintegrationoffinishin workanddesignelements. For example, the cabinetry to house kitchen appliances such as the refrigerator, dishwasher, oven and/or microwave is built to measure exactly with the specifications of each or all appliances

Quality Satisfactory-Moderate- Good-VeryGood-Excellent

For the purpose of assessing quality, the words satisfactory, moderate, good, very good and excellent are used to signify the different standards in broad terms. The Standards are defined b typical indicators which represent consumer expectations. These indicators are neither prescriptive nor definitive to ecognise the wide variety of elements that may be included.

The assessment of quality includes design elements, material, construction technique, sustainability, experiential and functional. Consumerresearchalsoshowed‘modernity’(stylishness,freshness,innovativeness,avant-garde)tobeasignifican componentofquality.

Style Quality Determinedbytheintegrationand/orapplicationofdesignelementsused to support a distinct theme or decor. For example, chandeliers traditionallyrepresenta‘classic’styleandwillcomplementallfacetsof a room such as the dining and lounge seating facilities, whereas recesseddownlightsrepresenta‘contemporary’style.

Theme Quality Determinedbytheoverallintegrationofdesignelementsoftheproperty and its room types. For example, common hospitality designthemesmayincludeClassic,Contemporary,ArtDeco,Victorian,Edwardian,ModernismorEco–Sustainable.

Thread Count Quality A measure of bed linen that is determined by the number of threads woven together in a 10 square centimetre box. For example, a 250 thread count reflects 112 th eads on one side of the 10 sqcm box (e.g. warp), with 138 threads on the side (e.g. weft). The warp and weft sides are each 3.16cm long.


Hotel Criteria

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