ntroduction
Dear Hospitality Professional,
We genuinely value your interest in our unique AAA Inspected & Approved program. Only AAA solicits and combines travel
preferences of over 59 million members with hospitality trends and opinion to create an inspection and approval process that is
world renowned. Our program is designed to use professional travel experts and member-driven criteria to quantify and
recommend only the finest accommodations in the most desired travel destinations. To that end, we proudly present the latest
edition of the AAA Approval Requirements & Diamond Rating Guidelines for lodgings.
These guidelines are provided with two objectives in mind:
♦ To ensure our ratings program is accurate and relevant to the travel information needs of over 59 million AAA/CAA
members.
♦ To provide a valuable reference to help property managers and owners achieve your goal of being AAA Inspected &
Approved and Diamond Rated.
AAA values opportunities to partner with the hospitality industry by gathering your input, discussing our ratings and openly sharing
with you how the Diamond Rating System applies to your property. We urge you to take full advantage of the information
provided by AAA inspectors during evaluations, as our experts collectively visit more than 28,000 lodgings every year — gathering
insight on a wide range of lodging styles and experiences across the United States, Canada, Mexico and the Caribbean.
We appreciate your continued service to members and participation in AAA programs.
Sincerely,
Michael Petrone
Michael Petrone, CEC
Director, AAA Content Development
A brief note about AAA and property inspections: Since its inception in 1902 as a federation of independent motor clubs, AAA has existed to help
make road travel safer and more enjoyable for its now more than 59 million members. AAA is a leading provider of roadside assistance, travel
services and trip planning products, and an influential voice in automotive and travel safety legislation and funding. AAA offers member discounts,
insurance and financial services.
More than 80 years ago, in 1937, AAA hired its first field representatives to inspect and report on lodgings and restaurants. In 1963, AAA introduced
a rating system for lodgings, adding the diamond symbol in 1977 in honor of the association’s 75-year anniversary. A decade later, the Diamond
Rating system was expanded to include inspector ratings for restaurants, prompting AAA to seek industry input for its first comprehensive AAA
Approval & Diamond Rating Guidelines for restaurants, published in 1989. Prior to this, only minimum Approval Requirements were printed and
distributed on request.
I
Lodging Approval Requirements & Diamond Rating Guidelines Page 2
Section One
AAA Inspected & Approved
Meet the Inspectors!
Section Two
The Inspection Process
Part 1: Apply for an inspection
What to expect during the AAA on-site inspection
Part 2: Fulfill AAA Approval Requirements
Approval Requirements and Diamond Rating Guidelines – what’s the
difference?
Part 3: Achieve your AAA Diamond Rating
The AAA Diamond Rating Guidelines
What the Diamonds Mean
Glossary
Exterior
Public Areas
Guest Rooms
Bathrooms
The AAA Four and Five Diamond Ratings
Four and Five Diamond Service Expectations
AAA Hospitality Standards
Section Three
The Listing
AAA Lodging Listings: Rich in Inspection Details
Eligibility Criteria for Separate Lodging Listing
FYI Designation
Lodging Classifications and Subclassifications
Accessibility
Member Comment Procedures
The AAA Appeals Process
Green Programs
Contact Information
CONTENTS
Lodging Approval Requirements & Diamond Rating Guidelines Page 3
SECTION ONE
MEET THE INSPECTORS!
While we can’t reveal their identities, we can offer you a closer look at the qualities and experiences that make AAA’s
seasoned industry professionals so fascinating.
Meet the Experts
Scroll through creatively angled portraits that tell a
story and captivating biographies on topics from
previous jobs to food and travel tips.
Inspector Shadows
Tag along as reporters and bloggers
follow AAA inspectors on actual lodging
and restaurant evaluations, watching and
listening as they look under bedspreads
and sample the menus.
Lodging Approval Requirements & Diamond Rating Guidelines Page 4
Twitter
Follow your favorite #AAAInspector @AAA_Travel for a
smorgasbord of entertaining observations and
discoveries from the road.
Inspection Videos
Enjoy a behind-the-scenes look at how AAA
inspections are conducted. Follow along on an actual
evaluation to see what inspectors expect and look for
on the job.
Visit AAA.com/Diamonds for more!
Lodging Approval Requirements & Diamond Rating Guidelines Page 5
AAA Inspectors: THE Travel Experts
hen AAA inspectors enter properties across
North America – unscheduled and requesting
prompt access to guest rooms – good things
follow. That’s because, for more than 80 years,
AAA has represented the gold standard for lodging and
restaurant inspections.
Long before there were websites, social networks and
consumer reviews to help travelers find a clean lodging and a
good meal, AAA inspectors were looking under beds and
tasting the meatloaf all along North America’s roadways.
Since 1937, AAA has been conducting on-site evaluations and
publishing the results to help members make informed travel
decisions. AAA attributes this longevity to a system so reliable
it benefits industry as much as travelers – plus a team of
highly trained, full-time inspectors with extensive industry
experience.
ONE APPROVAL, FIVE DIAMONDS
Unlike many rating providers, AAA excludes substandard
properties. “Only good options are AAA Inspected &
Approved, so members can focus on the fit,” said AAA
Director of Content Development Michael Petrone. “That’s
where the Diamonds come in. After properties pass
inspection they receive a rating of one to five AAA
Diamonds.”
The number of Diamonds lets travelers know what to expect.
Sometimes a good night’s sleep or a simple meal is all that’s
needed. Other times the facilities, ambience and services are
essential to the experience. “Each additional Diamond
indicates more elaborate surroundings and attention from
service staff,” said Petrone.
The guidelines inspectors apply follow a progression based on
what’s typical across the industry, with increased
expectations at each level. The attributes are weighted based
on member priorities. “The collective result is a highly reliable
way of categorizing,” said Petrone. “Travelers can use the
quick-glance AAA Inspector Ratings or take in the full picture
with the wealth of descriptive details also provided.”
CONNECTING TO 59 MILLION MEMBERS
How do properties benefit from such scrutiny? They have the
assurance of published, regularly calibrated Approval
Requirements and Diamond Rating Guidelines – and an
opportunity for immediate face time with inspectors to
discuss the results, market trends and potential property
changes.
Once ratings are confirmed, lodgings and restaurants are
added to AAA’s database for listing in travel information and
trip planning tools. This means exposure to 59 million
AAA/CAA members in the resources they use to make travel
planning and buying decisions – and eligibility for logo
licensing and advertising programs for increased visibility and
reach.
W
Lodging Approval Requirements & Diamond Rating Guidelines Page 6
SECTION TWO
THE INSPECTION PROCESS
The inspection process includes three parts:
1. Apply for an inspection using the form available at AAA.biz/Diamonds
.
2. Fulfill AAA’s Approval Requirements and receive the AAA Inspected & Approved designation.
3. Achieve your AAA Diamond Rating calculated from objective rating scores recorded during the inspection
and subjective elements based on the inspector’s professional experience and training.
PART 1: Apply for an inspection
By applying for – and/or consenting to – an inspection, you agree to allow AAA to publish your property information
and the respective Diamond Rating in our digital and printed travel information. Currently listed establishments
need not reapply, as our inspectors routinely reassess Approved properties.
To expedite the application process, we suggest the following approach:
• Verify your property's eligibility by reviewing the AAA Approval Requirements
. Properties must meet all
Approval Requirements to be valid applicants.
• Complete and submit the Lodging Inspection Application (pdf).
• Complete and submit the Lodging Application Processing Fee Form (pdf). The nonrefundable $500
application processing fee helps offset the costs of validating property information; it does not guarantee an
inspection or influence the outcome.
Important notes:
• If our records indicate past disqualifying issues, you may be asked to provide written documentation and
receipts of the corrective action taken since then.
• AAA does not guarantee an immediate inspection of all properties that apply, and we reserve the right to
apply priority consideration to those demonstrating the highest degree of AAA member value according to
the following criteria:
PREFERRED LOCATION
NEWLY BUILT / RENOVATED
REPUTATION
HIGH DEGREE OF CLEANLINESS AND COMFORT
APPROPRIATELY MAINTAINED CONDITIONS
• We will provide written notice of your application status as soon as possible after completing our review.
• If your property is selected for inspection, the unannounced visit will occur within one year of the application
date as we have an inspector available in your area.
• Basic listings in AAA travel products are provided without charge to AAA Inspected & Approved properties
and those designated as FYIs.
For more information, review our Applications FAQ
.
Lodging Approval Requirements & Diamond Rating Guidelines Page 7
What to Expect During the AAA On-Site Inspection
Introduction, Interview
On arrival (unannounced), the AAA inspector will speak with a property representative for a brief, but extremely
important, interview to:
• Collect factual information for potential use in AAA travel products.
• Be advised by you of any recent changes and/or plans for improvement.
• Answer your questions.
Property Assessment
Following the interview, the inspector will request a tour of all public areas and
a cross section of guest rooms.
We strongly encourage owner/management and key personnel to participate
during the inspection as our inspector will point out strengths and weaknesses
of your property as appropriate*.
*This valuable, no-cost dialogue is unique to the AAA inspection process.
PROPERTIES MUST MEET ALL AAA APPROVAL REQUIREMENTS BEFORE
RATING FACTORS ARE ASSESSED.
Assessment Summary
If a property meets all rating requirements and is Approved, the inspector will recommend a Diamond Rating based
on the points assigned to public areas, guest rooms and bathrooms as noted at the time of the inspection. Each
approved property will receive a AAA Inspected & Approved decal at the conclusion of the evaluation to affix in a
visible property location. Additionally, we will provide you a AAA Inspection Summary by email which includes your
property’s Approval status and the Diamond Rating (if applicable)*.
*This valuable information is unique to the AAA inspection process.
For more information, review our Inspections FAQ
.
Lodging Approval Requirements & Diamond Rating Guidelines Page 8 Lodging Approval Requirements & Diamond Rating Guidelines Page 8
PART 2: Fulfill AAA Approval Requirements
AAA APPROVAL REQUIREMENTS REFLECT THE MINIMUM ACCEPTABLE STANDARDS AS ESTABLISHED THROUGH
MEMBER FEEDBACK*.
*This research is unique to the AAA inspection process.
To be designated as AAA Inspected & Approved, an establishment must pass inspection by meeting the following
requirements:
Cleanliness and Condition
1. All facilities associated with a property are clean and well maintained throughout.
2. At a minimum, each guest unit is thoroughly cleaned, with complete bed and bath linens changed between guest
stays.
3. Basic housekeeping services and supplies are available on request.
4. All indoor areas are properly heated, air-conditioned and/or ventilated to ensure guest comfort.
Management and Style of Operation
Businesses will:
5. Provide AAA/CAA members value in all aspects of operation.
6. Cater primarily to transient rather than residential guests, with four or more private units available for AAA/CAA
members.
7. Maintain compliance with all local, state and federal codes.
Owners/Operators will:
8. Assist AAA in the resolution of AAA/CAA member complaints.
9. Accommodate unannounced AAA property inspections within 20 minutes of notice.
10. Conduct business in a professional and ethical manner — providing attentive, conscientious service to guests.
11. Place AAA/CAA members in AAA Inspected & Approved guest units only. Overflow buildings or guest units
associated with the property, but not approved by AAA, are not acceptable accommodations.
12. Provide a responsible representative readily accessible at all times to address guest needs or requests.
13. Provide guests 24-hour access to communications for emergency or critical information.
Owners/Operators will not:
14. Use AAA branding (logo, Diamond Ratings) without AAA’s explicit permission.
Exterior and Public Areas
Businesses will have:
15. Accurate, legible signage in appropriate areas (e.g., entry, corridors, walkways, stairways, landings, parking
areas).
16. Good illumination in all public areas (e.g., entry, corridors, walkways, stairways, landings, parking areas).
17. Procedures in place to ensure all facilities associated with a property and provided for guest use (e.g., restaurant,
health club, gift shop, recreational facilities) meet all appropriate AAA Approval Requirements.
Guest Rooms
Each guest unit will have:
18. A clean and comfortable bed with a mattress pad, two sheets, two pillows with pillowcases, and an appropriate
bed covering.
19. A nightstand or equivalent by each bed, a chair, a writing surface, a waste container, drawers/shelving and
clothes-hanging facilities.
20. Adequate shades, drapes, blinds or treatments to cover all windows or other transparent areas to provide guest
privacy.
21. An adequate level of soundproofing to muffle exterior sounds.
22. An active light switch at the main entry.
23. Good overall illumination to include direct lighting at a writing surface and at each bed.
Lodging Approval Requirements & Diamond Rating Guidelines Page 9
24. Exterior/hallway facing door(s) equipped with a functional primary lock and a secondary deadbolt lock.
25. Working deadbolt lock(s) on each door to connecting guest units or maintenance corridors.
26. A viewport or window (convenient to the door) for each entry door.
27. A working lock for each window in a ground floor unit.
28. A working smoke detector.
Guest Bathrooms
Each guest unit will have:
29. A private bathroom solely dedicated for use by the guest(s).
30. A toilet, sink with adequate shelf space, mirror, convenient electrical outlet and a tub/shower with a non-slip
surface.
31. Good overall illumination to include direct lighting at the mirror(s).
32. Two bath towels, two hand towels, two face cloths and two cups/glasses.
33. Toilet tissue, a cloth bath mat, and two bars of soap or equivalent.
34. Non-porous surfaces (e.g., floors, walls, baseboards) in all toilet areas.
Approval Requirements and Diamond Rating Guidelines – what’s the difference?
AAA’s Diamond Rating System comprises two distinct components. The Approval Requirements are uncompromising,
mandatory standards that result in one of two outcomes: pass or fail. The Diamond Rating Guidelines, applied only to
properties that meet the Approval Requirements, are somewhat flexible. The overall rating is based on a prevalence
of expected attributes and the inspector’s professional judgment in the context of thousands of property inspections.
Properties must meet all AAA Approval Requirements to be designated AAA Inspected & Approved.
Approval Requirements
are common-sense qualifications AAA/CAA members say are essential to their satisfaction and
professional operators routinely seek to achieve.
Properties must meet most AAA Diamond Rating Guidelines for a particular level to be assigned that rating.
The Diamond Rating Guidelines
reflect attributes typically — but not universally — observed throughout a lodging
industry segment. Therefore, the lack of some components listed for a designated rating level does not necessarily
preclude the achievement of that rating. During evaluations, inspectors assess each attribute of the property and
assign the most appropriate rating that will provide the best match in meeting AAA member expectations.
Not all guidelines apply to all property types. For example, meeting rooms are not expected at a bed and breakfast,
but are essential at a convention-oriented hotel. Additionally, downtown hotels may lack extensive landscaping
Lodging Approval Requirements & Diamond Rating Guidelines Page 10
Primary lock is a keyed mechanism that allows the door to be locked from the outside. Passkeys are strictly controlled and
available only to recognized guests and essential associates for routine room access (e.g., management, housekeeping/
maintenance staff, security).
Secondary lock is a mortised, deadbolt-locking mechanism with a one-inch throw extending from the edge of the door into
the door frame. This extra device affords guests a certain level of privacy. Unlike the primary lock passkeys, master keys for
secondary locks are available only to essential associates and only for emergency purposes (e.g., management or security).
Secondary Lock Variances
In certain instances, the requirement for secondary locks may be modified to allow exceptions or provide increased guest
security. The most common are noted below. AAA claims the right of final arbitrator in all decisions related to locks.
Sliding Glass Doors – Each sliding door must be equipped with an effective locking device. An effective secondary
security lock is required on all ground-floor doors and those accessible from common walkways and adjoining balconies.
French Doors – In addition to the deadbolt lock, surface-mounted slide bolts must be installed at the top and bottom
to secure the stationary/auxiliary door. These bolts must extend into the upper doorframe and the lower doorframe or
floor and must be strong and sturdy mechanisms.
features in comparison to what is typical in more rural locations. AAA inspectors apply only those Diamond Rating
Guidelines applicable for the property classification.
PART 3: Achieve Your AAA Diamond Rating
The AAA Diamond Rating Guidelines
AAA DIAMOND RATINGS FOR LODGINGS REPRESENT A COMBINATION OF THE OVERALL QUALITY, RANGE OF FACILITIES, AND
LEVEL OF HOSPITALITY OFFERED BY A PROPERTY
. The widely recognized and trusted AAA Diamonds help members
choose lodgings that will meet their needs and expectations.
AAA's Diamond Rating Guidelines indicate what is typically found at each rating level — from simple economy to
highly personalized luxury. The Diamond Rating is determined based on a compilation of all property characteristics,
with a focus on the overall guest experience rather than on individual elements. While properties at the same rating
level may have variations in the attributes offered, a predominance of characteristics from a particular rating level
drives the rating.
The inspector’s Diamond Rating recommendation is based on both the Diamond Rating Guidelines and professional
judgment — an essential component of the rating assessment. Our inspectors are North America’s travel experts,
immersed in the hospitality industry on a daily basis as they conduct more than 29,000 lodging inspections per year.
What the Diamonds Mean
One Diamond
Budget-oriented, offering basic comfort and hospitality.
Two Diamond
Affordable, with modestly enhanced facilities, décor and amenities.
Three Diamond
Distinguished, multifaceted with enhanced physical attributes, amenities and guest comforts.
Four Diamond
Refined, stylish with upscale physical attributes, extensive amenities and a high degree of hospitality, service and
attention to detail.
Five Diamond
Ultimate luxury, sophistication and comfort with extraordinary physical attributes, meticulous personalized service,
extensive amenities and impeccable standard of excellence.
Lodging Approval Requirements & Diamond Rating Guidelines Page 11
Glossary
When you see the following terms used in the following Diamond Rating Guidelines pages, please refer back to this
page for more information.
• Basic – Of, relating to, or forming the base or essence; simplest form; minimal amounts.
• Connective Technology/Connectivity – The integration of technology and information systems that allow
guests and lodging operators to interact on an increasingly personalized and technologically connected basis.
• Decorative – Obvious ornamental embellishment with attractive results.
• e.g. – For example. Items following are only examples of what is typical and should not be interpreted as a
required appointment.
• Leading Edge – Most advanced in their profession; luxuriant, luxury materials, highly fashionable/grand
design and functionality working in sync to provide a sumptuous level of comfort.
• Luxurious – Characterized by opulence, sumptuousness, or rich abundance; extremely comfortable, elegant
or enjoyable.
• Modest/Modestly Enhanced – More than basic; slight enhancement; limited in size or scope.
• Upscale – Obviously high grade; upmarket, luxurious feel; cohesive designs; not just the latest trend.
KEY NOTES:
• Additional Impressions – All areas may be subject to point additions/subtractions related to the subjective
impressions of the inspector pertaining to comfort, design and layout, or other unique features.
Note: AAA/CAA members express significant dissatisfaction with additional non-use fees (e.g., “resort fees”,
safes, microwaves, refrigerators, etc.). Free and effective internet bandwidth within the guest room is also a
typical guest expectation.
• Additional Features – Some features and amenities (recreation facilities, microwaves, coffeemakers, iron,
etc.) are not rated on a 1-5 Diamond scale, but are factored into the overall property rating based on
availability and/or general quality according to AAA member expectations for the rating level.
• Exceptions – Not all of the Diamond Rating Guidelines will apply to all property types. AAA inspectors will
only use the sections of the Diamond Rating Guidelines that are appropriate for the property classification in
assessing the overall Diamond Rating. If an attribute exists at the property, it will be rated accordingly.
Lodging Approval Requirements & Diamond Rating Guidelines Page 12
EXTERIOR
General Curb
Appeal
Minimal quantity,
variety and/or
coordination of basic
materials
Basic design and
effect
Increased quantity,
variety and/or
coordination of
materials
Modest design and
effect
Decorative materials
Well-coordinated and
distinctive design
Significantly enhanced
effect
Upscale materials
Substantial, cohesive
and impressive design
Upscale effect
Luxurious materials
Leading-edge design
and effect
Building Structure
& Design
Basic materials,
design and/or
function
Modest
enhancements to
materials, design
and/or function
e.g., roof mansard, gable,
cupola, window
shutters/sashes, siding,
columns, railings
Significant decorative
enhancements to
materials, design
and/or function in the
most prominent
structural areas,
such as the façade
Obvious distinctive
effect
e.g., enhanced roofs,
window
treatments/moldings,
stone/veneer accents or
balconies
Upscale
enhancements
Substantial, cohesive
and impressive design
and effect throughout
the property footprint
Grand architectural
features
Leading-edge design
and effect throughout
the property footprint
Landscaping
Minimal quantity,
variety of plants
and/or landscape
materials
Basic surroundings
and visual interest
Modest
enhancements to
quantity, variety of
plants and/or
landscape materials
Some surroundings
reflect a coordinated
design of moderate
visual interest
Significant, decorative
enhancements to
quantity, variety of
plants and/or
landscape materials
Overall decorative
design
Creates an obvious
visual interest in most
areas
The entire grounds
are professionally
planned and
manicured with an
extensive use of
appropriate, mature
plants and landscape
materials
Cohesive, upscale
design that
withstands seasonal
weather conditions
At least one upscale
accent feature
e.g., statuary, water
feature, serenity garden
Luxuriant landscape
materials
Leading-edge design
and effect that
withstands seasonal
weather conditions
Multiple upscale
accent features are
meticulously
integrated by design
e.g., statuary, water
feature, serenity garden
Lodging Approval Requirements & Diamond Rating Guidelines Page 13
EXTERIOR
Main Entrance
Basic materials,
design and/or
function
Covered entry door
If covered entry has
drive-through
capability, capacity is
limited to one-car
width
Modest
enhancements to
materials, design
and/or function
Covered entry door
If covered entry has
drive-through
capability, capacity is
limited to one-car
width
One additional feature
e.g., bench seating,
double entry doors,
automatic entry doors,
revolving doors, entry
vestibule, enhanced
façade or driving surface
Significant decorative
enhancements to
materials, design and
function
Covered drive-
through entry
capacity is
appropriate for the
size of the lodging
(minimum two-car
width or depth)
At least three
additional features
e.g., bench seating,
double entry doors,
automatic entry doors,
revolving doors, entry
vestibule, enhanced
façade or driving surface
Upscale materials,
design
Covered drive-
through entry with
capacity greater than
two-car width and
depth
At least three
additional features
e.g., bench seating,
double entry doors,
automatic entry doors,
revolving doors, entry
vestibule, enhanced
façade or driving surface
Luxurious materials
Leading-edge design
and effect
Covered drive-
through entry with
capacity greater than
two-car width and
depth
Expanded drive or
courtyard
Additional Guest Impressions and Features
The following items are not assigned a Diamond Rating, but are factored into the overall rating of the exterior/public
areas.
Location – The impression made by the location of the property, proximity to attractions or natural features.
Parking – The availability of free on-site parking for guest vehicles.
Lodging Approval Requirements & Diamond Rating Guidelines Page 14
PUBLIC AREAS
General Décor Style
Predominantly basic
materials, design
Minimal function
and/or coordination
Adequate level of
comfort
Modest
enhancements to
materials, design
Increased function
and/or coordination
Enhanced level of
comfort
Distinctive style
Significant
enhancements to
materials, design
Well-coordinated,
with increased
functionality; open-
concept designs that
facilitate social
interaction
Obvious degree of
comfort
Upscale materials,
design and/or
function
Well-coordinated,
with increased
functionality; open-
concept designs that
facilitate social
interaction
Exceptional degree of
comfort
Luxurious materials
Leading-edge design
and effect
Exceptional degree of
comfort
Floor Coverings
Basic materials,
design
e.g., basic linoleum/sheet
vinyl, plain ceramic tile,
painted concrete, low
density pile carpet (with
limited/no padding–floor
feels hard)
Modestly enhanced
materials
e.g., floating wood
laminates, patterned
linoleum/vinyl,
polished/stamped
concrete, carpet tiles,
medium density pile
carpet of simple
design/pattern (with
padding that provides
average comfort
underfoot)
Decorative materials
and distinctive design
with patterns,
textures or inlays
e.g., enhanced wood
laminates, engineered
wood flooring, carpet,
ceramic/stone/glass tile,
terra cotta, luxury vinyl
tile/plank
Hard-surfaced floors
have decorative area
rugs in seating areas
and other locations as
appropriate
Highest grade
materials and upscale
design with patterns,
textures or inlays
e.g., wood, marble or
other upscale stone floors,
high density pile carpet
(with padding that
provides exceptional
comfort underfoot)
Hard-surfaced floors
have upscale area
rugs in seating areas
and other locations as
appropriate
Highest grade
materials with custom
inlays or textured
enhancements
e.g., wood, marble or
other upscale stone floors,
high density pile carpet
(with padding that
provides exceptional
comfort underfoot)
Leading-edge design
and effect
Area rugs are
luxurious
Free Floor Space
Obviously restricted
by size and/or
placement of
appointments
Modest restrictions
due to size and/or
placement of
appointments
No restrictions, as
placement of
appointments is well-
proportioned to area
size and traffic flow
Area size and
placement of
appointments provide
an obvious degree of
spaciousness allowing
increased ease of
movement for guests
Area size and
placement of
appointments provide
an abundance of
space that contributes
to the ultimate level
of comfort and
relaxation
Lodging Approval Requirements & Diamond Rating Guidelines Page 15
PUBLIC AREAS
Furniture Quality
& Design
Basic materials,
design
Minimal function
and/or coordination
Provides an adequate
level of comfort
Modest
enhancements to
materials, design
Increased function
and/or coordination
Provides an enhanced
level of comfort
Significant distinctive
enhancements to
materials, design
Well-coordinated with
increased
functionality
Provides an obvious
degree of comfort
Upscale materials
e.g., granite/stone, solid
wood, polished metals,
high-gloss lacquers,
veneer finishes with solid
wood accents, high-grade
laminate insets
Upscale design and/or
function
e.g., antiques, leather,
plush padding, designer
fabric, sculptured shape,
crisp line
Exceptional degree of
comfort
Luxurious materials
Custom workmanship
Leading-edge design
and effect
Exceptional degree of
comfort
Guest Service
Area(s)
Basic, small counter
registration
Enhanced front desk
e.g., size or design
Multiple guest service
capability
Enhanced front
desk/pods/alternative
check-in methods
Multiple guest service
capability
Part of a spacious
common area
Uniformed staff
Enhanced front
desk/pods/alternative
check-in methods
Multiple guest service
areas
e.g., front desk, bell stand,
concierge, video kiosk
Part of a spacious
common area
Uniformed staff
Enhanced front
desk/pods/alternative
check-in methods
Multiple guest service
areas
e.g., front desk, bell stand,
concierge, video kiosk
Part of a spacious
common area
Uniformed staff
Staffed concierge
area (minimum 16
hrs./day)
Illumination
Basic fixtures
Good level of overall
illumination
Modestly enhanced
design, materials,
positioning and/or
function
Good level of overall
illumination
Decorative and well-
coordinated design,
materials and/or
function
Well-positioned
Good level of overall
illumination
Fixtures reflect
upscale design
Well-positioned
Excellent level of
overall illumination
enhances the
intended use of the
space
Custom fixtures of
outstanding quality
Well-positioned
Excellent level of
overall illumination
enhances the
intended use of the
space
Leading-edge
illumination effect
that provides
day/night transition
Lodging Approval Requirements & Diamond Rating Guidelines Page 16
PUBLIC AREAS
Seating Layout
Minimal or no capacity
Expanded overall
capacity
Multipurpose hard
and soft seating
Expanded overall
capacity
Expanded capacity for
each function (soft
seating, dining,
workspaces)
Expanded overall
capacity
Expanded capacity for
each function (soft
seating, dining,
workspaces)
Multiple
conversational
groupings
One semi-private area
(away from traffic
flow)
Expanded overall
capacity
Expanded capacity for
each function (soft
seating, dining,
workspaces)
Multiple
conversational
groupings
Multiple semi-private
areas (away from
traffic flow)
Wall Coverings
Basic materials,
design
e.g., drywall with basic
paint finish or plain vinyl
coverings
Rubber or vinyl
baseboards
Modest
enhancements
e.g., knockdown, orange
peel, comb, slap brush
Carpeted baseboards
Decorative
enhancements
e.g., expert-smooth
painted drywall,
plaster/Venetian plaster,
vinyl coverings/wood
planks/veneers/stone,
accent wall(s)
Wood, ceramic tile or
enhanced composite
baseboards
Decorative
enhancements
e.g., expert-smooth
painted drywall,
plaster/Venetian plaster,
vinyl coverings/wood
planks/veneers/stone,
accent wall(s)
One upscale design
enhancement
e.g., furniture-finish wood
planking, soft wall
coverings, crown/cove
molding, wainscot,
architectural feature
Oversize (>4”)
wood/stone
baseboards
Decorative
enhancements
e.g., expert-smooth
painted drywall,
plaster/Venetian plaster,
vinyl coverings/wood
planks/veneers/stone,
accent wall(s)
Multiple design
enhancements
throughout
e.g., furniture-finish wood
planking, soft wall
coverings, crown/cove
molding, wainscot,
architectural feature
Oversize (>4”)
wood/stone
baseboards
Leading-edge effect
Decorative
Enhancements
Poster(s) or common
artwork with
unframed/thin,
un-enhanced wood,
metal, or plastic
frame(s)
Common knickknacks
Common artwork
with enhanced
frame(s) -Or- other
modest appointments
e.g., live plants, floral
displays, prints, assorted
pieces, sculptures, accent
wall, water features,
fireplace
Well-coordinated,
decorative framed
artwork or
appointments that
provide distinctive
appeal
e.g., live plants, floral
displays, prints, assorted
pieces, sculptures, accent
wall, water features,
fireplace
Well-coordinated,
decorative framed
artwork or
appointments
Varied assortment
that provides a
thematic upscale
appeal
e.g., live plants, floral
displays, prints, assorted
pieces, sculptures, accent
wall, water features,
fireplace
Well-coordinated,
decorative framed
artwork or
appointments
Varied assortment
that provides a
thematic upscale
appeal
Variety of styles and
accent pieces
e.g., custom artwork,
limited edition prints,
canvas art, tapestries, or
lithographs with
enhanced matting and
preservation frames,
assorted artisan pieces,
sculptures
Lodging Approval Requirements & Diamond Rating Guidelines Page 17
PUBLIC AREAS
Connective
Technology
Basic level of
connectivity to
include wireless
internet access
Wireless internet
access available
throughout the
property
e.g., multiple routers,
consistent signal strength
Convenient electrical
outlets
Workspaces with
printing capability
Wireless internet
access available
throughout the
property
e.g., multiple routers,
consistent signal strength
Convenient electrical
outlets
Workspaces with USB
or other alternative
charging capability
Remote access
printing capability
Additional
connectivity options
e.g., interactive electronic
reader board with local
information, boarding
pass kiosk, device
available for electronic
check-in/check-out, RFID
keys, mobile device check
in
Superior internet
speed and capacity
available throughout
the property
e.g., multiple routers,
consistent signal strength
Remote guest service
access through mobile
device
Remote access
printing capability
One additional
technology feature
e.g., mobile device room
key access, wireless
charging systems,
advanced business
computing equipment
Superior internet
speed and capacity
available throughout
the property
e.g., multiple routers,
consistent signal strength
Advanced guest
connectivity capability
across all guest
interactions (front
desk, bell service,
concierge,
maintenance, food
and beverage,
housekeeping,
recreation)
One additional
technology feature
e.g., mobile device room
key access, wireless
charging systems,
advanced business
computing equipment
Leading-edge
technology
Elevator
Elevator is available
for guest use in all
multi-story buildings
Basic elevator with no
enhancement
Elevator is available
for guest use in all
multi-story buildings
Landing includes
at least one accent
feature
e.g., chair/sofa, table,
lamps/wall sconce, phone,
artwork, mirror,
flowers/plants
Elevator is available
for guest use in all
multi-story buildings
Elevator includes
decorative
appointments
Landing includes
multiple accent
features
e.g., chair/sofa, table,
lamps/wall sconce, phone,
artwork, mirror,
flowers/plants
Multiple elevators
Upscale appointments
Landings are recessed
and include multiple
accent features
e.g., chair/sofa, table,
lamps/wall sconce, phone,
artwork, mirror,
flowers/plants
Additional service
elevator is available
for staff use
Multiple elevators
Elevator cabs have
additional features
e.g., high speed,
destination dispatch, dual
call button panels,
television, music, card key
access, voice indicators
Landings are recessed
and include multiple
accent features
e.g., chair/sofa, table,
lamps/wall sconce, phone,
artwork, mirror,
flowers/plants
Additional service
elevator is available
for staff use
Leading-edge effect
Lodging Approval Requirements & Diamond Rating Guidelines Page 18
PUBLIC AREAS
Exercise Facility
Not available
Designated room on
site
Three pieces of
cardio/strength
equipment
Mirrors
Television
Water cooler
Towels
Clock
Sanitizer
Designated room on
site
Four or more pieces of
professional grade
equipment
Mirrors
Television
Water cooler
Towels
Clock
Sanitizer
Additional personal
training options
e.g., free weights,
benches, floor mats,
physio balls, toning
bars/rollers
Specialized, high-
impact flooring
Multiple televisions or
individual televisions
for each piece of
cardio equipment
One additional
amenity
e.g., infused water,
bottled water, chilled
towels, aromatherapy
scents, ear buds, fresh
fruit
Upscale facility
Full array of state-of-
the-art fitness
equipment
appropriate with
room count
Provides an obvious
degree of
spaciousness
Additional personal
training options
e.g., free weights, benches,
floor mats, physio balls,
toning bars/rollers
Specialized, high-
impact flooring
Multiple televisions or
Individual televisions
for each piece of
cardio equipment
Three or more
additional amenities
e.g., infused water,
bottled water, chilled
towels, aromatherapy
scents, ear buds, fresh
fruit
Leading-edge facility
Full array of state-of-
the-art fitness
equipment
appropriate with
room count
Provides an obvious
degree of
spaciousness
Luxurious health club
environment with
attendants
Personal training
options / guided
programs
In-room exercise
programs available
Specialized, high-
impact flooring
Multiple televisions or
Individual televisions
for each piece of
cardio equipment
Comprehensive array
of amenities
Dressing area includes
lockers, showers and
restrooms
Athletic gear available
Lodging Approval Requirements & Diamond Rating Guidelines Page 19
PUBLIC AREAS
Food & Beverage
Outlets
Restaurant
OR
One quick-service
outlet on site
i.e., comparable to a One
Diamond restaurant
OR
One full-service
restaurant
i.e., comparable to a Two
Diamond restaurant
Lounge or bar area
Grab-and-go option
available
OR
Upscale, full-service
restaurant
i.e., comparable to a Three
Diamond restaurant
Separate lounge or
bar area
Room service
available for
breakfast, lunch and
dinner
OR
Multiple outlets
including an upscale,
full-service restaurant
i.e., at least one is
comparable to a Four
Diamond restaurant
Separate lounge or
bar area
Room service
available 24/7
OR
Breakfast Area
Standard continental
breakfast
minimum: juice, pastry,
and hot beverage
Expanded breakfast
including at least one
hot item.
e.g., waffles/pancakes,
eggs, breakfast meats
Dedicated area with
modest restrictions
due to size and/or
placement of
appointments
Limited seating is
available
Television
Expanded breakfast
includes multiple hot
items
e.g., waffles/pancakes,
eggs, breakfast meats
Appointments are
well-proportioned to
area size, with
appropriate seating
for the size of the
establishment
Television
Clearly refined menu
Full service
Upscale surroundings
Appointments are
well-proportioned to
area size, with
appropriate seating
for the size of the
establishment
Television
Not applicable
Meeting Rooms
Not available
Small (size of one to
two guest rooms)
Expanded meeting
space
Decorative
appointments
Comprehensive
facility
Ample variety of
meeting rooms
e.g., ballroom,
boardroom, theater,
and/or meeting rooms of
various sizes
Upscale appointments
Comprehensive
facility
Latest technology
Ample variety of
meeting rooms
e.g., ballroom,
boardroom, theater,
and/or meeting rooms of
various sizes
Luxuriously
appointed, first-class
facilities
Leading-edge effect
Comprehensive facility
Latest technology
Lodging Approval Requirements & Diamond Rating Guidelines Page 20
PUBLIC AREAS
Restrooms
Not available
Restroom available
Decorative
appointments
Multiple restrooms in
a convenient location
(If property has expanded
meeting facilities, then
additional restrooms are
available in proportion)
Upscale appointments
Multiple restrooms in
a convenient location
(If property has expanded
meeting facilities, then
additional restrooms are
available in proportion)
Multiple locations
First-class with
luxurious appointments
Multiple restrooms in a
convenient location
(If property has expanded
meeting facilities, then
additional restrooms are
available in proportion)
Multiple locations
Signage
Throughout
Property
Basic materials,
design
Limited locations
Modestly enhanced
materials, design
Limited locations
Decorative materials,
design enhancements
Ample locations
Intuitive, upscale
materials, design and
location
Ample locations
Custom materials,
Intuitive design
Creatively placed for a
leading-edge effect
Ample locations
Sundries & Shops
Not available
Modest selection of
amenities available at
the front desk
OR
In vending machine
e.g., toothbrush/paste,
razors, mouthwash,
shower caps, combs
Dedicated sundry area
OR
Conventional gift
shop offering a
moderate variety of
merchandise
e.g., health and beauty
items, food, beverage,
basic technology
accessories and reading
materials
Upscale gift shop
providing a wide
variety of
merchandise
OR
Property is
conveniently
connected to
shopping area
Variety of first-class
shops
OR
Property is
conveniently
connected to
shopping area
Lodging Approval Requirements & Diamond Rating Guidelines Page 21
PUBLIC AREAS
Swimming Pool
Not available
Pool area reflects the
use of modest
materials and design
Limited amount of
furniture in simple or
mixed styles
Well-appointed with
decorative features
and enhanced design
Good variety of
comfortable,
coordinated pool
furniture
Well-appointed with
upscale materials and
design
Good variety of
comfortable,
coordinated pool
furniture
Includes at least one
additional feature
e.g., hot tub, whirlpool
spa, steam room, sauna,
fountain, waterfall, zero-
entry, infinity edge,
children’s splash pad,
kiddie pool, water slide
Food and beverage
service is available
poolside
Luxurious materials
Leading-edge
appointments
e.g., in-pool seating,
sculptures, water feature,
exotic plants and gardens,
stone/tile surfaces with
designer inlays
Good variety of
upscale pool furniture
Includes at least one
additional feature
e.g., hot tub, whirlpool
spa, steam room, sauna,
fountain, waterfall, zero-
entry, infinity edge,
children’s splash pad,
kiddie pool
Additional poolside
amenities
e.g., cabanas, Bali beds,
umbrellas, lotions, food
and beverage outlet
Attendants on duty
Food and beverage
service is available
poolside
Additional Guest Impressions and Features
The following items are not assigned a Diamond Rating, but are factored into the overall rating of the exterior/public
areas.
Ceilings – The impression made by the quality of ceiling finishes in the public areas.
Additional Recreational Facilities/Programs – The availability of substantial on-site recreational facilities.
Spa – The availability of on-site spa facilities.
Resort / Non-use Fee(s) – A detraction for the automatic collection of separate fees for facilities, amenities or services
regardless of guest use.
Overall Impression – The overall subjective impression of the exterior and public spaces.
Other – The general impression made by the design, layout or other standout features.
Lodging Approval Requirements & Diamond Rating Guidelines Page 22
GUEST ROOMS
General Décor Style
Predominantly basic
materials, design
Minimal function
and/or coordination
Adequate level of
comfort
Modest
enhancements to
materials, design
Increased function
and/or coordination
Enhanced level of
comfort
Significant
enhancements to
materials, design
Well-coordinated,
with increased
functionality
Obvious degree of
comfort
Comprehensive
design reflecting
streamlined, trendy,
contemporary or
traditional styles
Upscale materials,
design and/or
function
Well-coordinated,
with increased
functionality
Exceptional degree of
comfort
Luxurious materials
Leading-edge design
and effect
Exceptional degree of
comfort
Bed / Bedding
Basic materials,
design (headboard,
bed base, mattress
and bed covering)
Bed linens are of
common blends,
thread counts (sheer,
coarse to touch,
quilted spreads)
Pillows are of a
standard grade (thin
polyester batting)
Modestly enhanced
materials, design
(headboard, bed base,
mattress and bed
covering)
e.g., quilted or soft top
mattress, duvet
Bed linens are smooth
to touch
Pillows are of an
enhanced grade (thick
cluster fiber)
Decorative headboard
e.g., upholstered, multiple
textures, shelving, reading
lights, oversize mural
Mattress includes
comfort enhancement
e.g., pillow top, foam
padding
Bed linens are smooth
to touch
Pillows are of an
enhanced grade (thick
cluster fiber)
Three accent features
to bed linens
e.g., triple sheeting,
overstuffed duvet,
skirting, wrapped box
spring, bed throw/scarf,
multiple pillows,
embroidered pillow
cases/shams
Upscale materials
Oversize or custom
made headboard, bed
base, mattress
Bed linens are very
soft to the touch and
tightly woven
Pillows are of an
upscale grade
e.g., down, natural
memory fibers, hypo-
allergenic, gel
Three accent features
to bed linens
e.g., triple sheeting,
overstuffed duvet,
skirting, wrapped box
spring, bed throw/scarf,
multiple pillows,
embroidered pillow
cases/shams
Luxurious materials
Leading-edge effect
Bed linens have a
luxuriously soft, silk-
like feel
Pillows are of an
upscale grade
e.g., down, natural
memory fibers, hypo-
allergenic, gel
Three accent features
to bed linens
e.g., triple sheeting,
overstuffed duvet,
skirting, wrapped box
spring, bed throw/scarf,
multiple pillows,
embroidered pillow
cases/shams
Lodging Approval Requirements & Diamond Rating Guidelines Page 23
GUEST ROOMS
Floor Coverings
Basic materials,
design
e.g., basic linoleum/sheet
vinyl, plain ceramic tile,
painted concrete, low
density pile carpet (with
limited/no padding—
floor feels hard)
Modestly enhanced
materials
e.g., floating wood
laminates, patterned
linoleum/vinyl,
polished/stamped
concrete, carpet tiles,
medium density pile
carpet of simple
design/pattern (with
padding that provides
average comfort
underfoot)
Decorative materials
and distinctive design
with patterns,
textures or inlays
e.g., enhanced wood
laminates, engineered
wood flooring, carpet,
ceramic/stone/glass tile,
terra cotta, luxury vinyl
tile/plank
Hard-surfaced floors
have decorative area
rugs in seating areas
and other locations as
appropriate
Highest grade
materials and upscale
design with patterns,
textures or inlays
e.g., wood, marble or
other upscale stone floors,
high density pile carpet
(with padding that
provides exceptional
comfort underfoot)
Hard-surfaced floors
have upscale area
rugs in seating areas
and other locations as
appropriate
Highest grade
materials with custom
inlays or textured
enhancements
e.g., wood, marble or
other upscale stone floors,
high density pile carpet
(with padding that
provides exceptional
comfort underfoot)
Leading-edge design
and effect
Hardwood or fine
quality tile/stone
surface at entry
Area rugs are
luxurious
Free Floor Space
Obviously restricted
by size and/or
placement of
appointments
Modest restrictions
due to size and/or
placement of
appointments
No restrictions, as
placement of
appointments is well-
proportioned to room
size and traffic flow
Room size and
placement of
appointments provide
an obvious degree of
spaciousness allowing
increased ease of
movement for
multiple guests
Room size and
placement of
appointments provide
an abundance of
space that contributes
to the ultimate level
of comfort, privacy
and relaxation for
multiple guests
Furniture Quality
& Design
Basic materials,
design
Minimal function
and/or coordination
Adequate level of
comfort
Modest
enhancements to
materials, design
Increased function
and/or coordination
Enhanced level of
comfort
Significant distinctive
enhancements to
materials, design
Well-coordinated,
with increased
functionality
Obvious degree of
comfort
Upscale materials
e.g., granite/stone, solid
wood, polished metals,
high-gloss lacquers,
veneer finishes with solid
wood accents, high-grade
laminate insets
Upscale design and/or
function
e.g., antiques, leather,
plush padding, designer
fabric, sculptured shape,
crisp line
Exceptional degree of
comfort
Luxurious materials
Custom workmanship
Leading-edge design
and effect
Exceptional degree of
comfort
Lodging Approval Requirements & Diamond Rating Guidelines Page 24
GUEST ROOMS
Illumination
≥ Three lighting
fixtures reflect basic
materials, design
and/or functionality
Good level of overall
illumination
≥ Three lighting
fixtures reflect
modest
enhancements to
materials, design,
functionality and/or
placement
Good level of overall
illumination
≥ Four lighting
fixtures reflect
decorative materials,
design
Well-positioned from
multiple sources
Good level of overall
illumination at each
key task area
≥ Four lighting
fixtures reflect
upscale materials,
design
Well-positioned from
multiple sources
Superior functionality
provides for ambience
options
e.g., dimmers, point
lighting, multiple
switches, remote control
and/or natural light
sources
Excellent level of
overall illumination
≥ Four custom lighting
fixtures of
outstanding quality
Well-positioned from
multiple sources
Superior functionality
provides for ambience
options
e.g., dimmers, point
lighting, multiple
switches, remote control
and/or natural light
sources
Excellent level of
overall illumination
Leading-edge
illumination effect
Mirror
Less than full length
Full-length mirror
Unframed/beveled
OR
Simple metal/wood
frame
Full-length mirror
Decorative
frame/design
enhancement
Full-length mirror
Upscale frame/design
enhancement
Multiple locations
Full-length mirror
Custom frame/design
enhancement
e.g., luxurious materials,
artistic design, oversized,
multiple viewing angles
Multiple locations
Seating Layout
One chair
Adequate level of
comfort
Seating for two
guests
Enhanced level of
comfort
Seating for two
guests
Enhanced desk chair
(ergonomic or
coordinated with
décor)
Chair positioned for
television viewing
Additional
multifunctional
seating option
Obvious degree of
comfort
Seating for three
guests
e.g., loveseat, sofa or two
chairs (in addition to desk
chair)
Enhanced desk chair
(ergonomic or
coordinated with
décor)
Chair positioned for
television viewing
Additional
multifunctional
seating option
One additional
furniture piece
Exceptional degree of
comfort
Seating for three
guests
e.g., loveseat, sofa or two
chairs (in addition to desk
chair)
Enhanced desk chair
(ergonomic or
coordinated with
décor)
Furniture layout
clearly designed for
small grouping
Two additional
furniture pieces
Exceptional degree of
comfort
Lodging Approval Requirements & Diamond Rating Guidelines Page 25
GUEST ROOMS
Hang Space for
Clothing
Open wall-mounted
clothes rack
Basic wire,
plastic/non-
detachable hangers
Drawers/shelving
available
Recessed area or
modestly enhanced,
freestanding armoire
Detachable wood or
heavy metal/plastic
hangers
Drawers/shelving
available
Fully enclosed area or
enhanced quality
freestanding armoire
Closet can enclose
full-length apparel
Matching, open-hook,
wood/sculptured
plastic hangers (heavy
gauge with metal
hook)
Some with skirt or
pant hanging
attachments
Ample supply (for two
guests)
Upscale quality
enclosure
Closet can enclose full-
length apparel
Matching, open-hook,
wood/sculptured
plastic hangers (heavy
gauge with metal
hook)
Some with skirt or pant
hanging attachments
Ample supply (for two
guests)
Two or more additional
features
e.g., illumination,
drawers, shoe rack, walk-
in capability, two or more
shelves, upgraded luggage
racks/designer style
benches
Upscale quality
enclosure
Closet can enclose
full-length apparel
Comprehensive
selection of hangers
for ≥ three guests
At least two satin
hangers
Closet is illuminated
Three or more
additional features
e.g., illumination,
drawers, shoe rack, walk-
in capability, two or more
shelves, upgraded luggage
racks/designer style
benches
Television Type
& Placement
≤ 32-inch screen
> 32-inch flat-panel
Channel directory
Two additional
features
e.g., all-in-one multimedia
hub, high-definition
channels, free/pay movie
channels, digital
art/property information,
mood effects, multiple
viewing angles, acoustic
board, smart TV
functionality, streaming
capability, surround
sound
≥ 40-inch flat-panel
Channel directory
Cables and cords are
hidden from view
Three additional
features
e.g., all-in-one multimedia
hub, high-definition
channels, free/pay movie
channels, digital
art/property information,
mood effects, multiple
viewing angles, acoustic
board, smart TV
functionality, streaming
capability, surround
sound
≥ 43-inch flat-panel
Channel directory
Cables and cords are
hidden from view
Four additional
features
e.g., all-in-one multimedia
hub, high-definition
channels, free/pay movie
channels, digital
art/property information,
mood effects, multiple
viewing angles, acoustic
board, smart TV
functionality, streaming
capability, surround
sound
> 43-inch flat-panel
Seamlessly integrated
with room design
Channel directory
Cables and cords are
hidden from view
Five additional
features
e.g., all-in-one multimedia
hub, high-definition
channels, free/pay movie
channels, digital
art/property information,
mood effects, multiple
viewing angles, acoustic
board, smart TV
functionality, streaming
capability, surround
sound
Lodging Approval Requirements & Diamond Rating Guidelines Page 26
GUEST ROOMS
Work Space /
Writing Surface
(A work space /
writing surface is
judged on the basis of
available space)
Minimal area
e.g., small wall-mounted
writing surface or small
task table
Medium-size desk or
task table
Large-size desk, task
table or alternative
work/writing surface
Electrical outlet and
USB port at desktop
(for guest use)
Large-size desk, task
table or alternative
work/writing surface
Multiple electrical
outlets and USB ports
at desktop
Large-size desk, task
table or alternative
work/writing surface
Multiple electrical
outlets and USB ports
at desktop
Work space is
appropriately
enhanced by unique
style/design
Uncluttered, with
efficient functionality
Ventilation
Window style air-
conditioning units
Heat and/or air
conditioning available
on a seasonal basis as
needed
Heat and air
conditioning available
on demand
Conveniently located
through-wall HVAC
units
Easily accessible
controls
Conveniently located
through-wall HVAC
units
Modern and quiet
Digital thermostat
control on wall
Central system
Digital thermostat
control on wall
Central system
Quiet and
inconspicuous form
and function
Digital thermostat
control on wall
Wall Coverings
Basic materials,
design
e.g., drywall with basic
paint finish or plain vinyl
coverings
Rubber or vinyl
baseboards
Modest
enhancements
e.g., knockdown, orange
peel, comb, slap brush
Carpeted baseboards
Decorative
enhancements
e.g., expert-smooth
painted drywall,
plaster/Venetian plaster,
vinyl coverings/wood
planks/veneers/stone,
accent wall(s)
Wood, ceramic tile or
enhanced composite
baseboards
Decorative
enhancements
e.g., expert-smooth
painted drywall,
plaster/Venetian plaster,
vinyl coverings/wood
planks/veneers/stone,
accent wall(s)
One upscale design
enhancement
e.g., furniture-finish wood
planking, soft wall
coverings, crown/cove
molding, wainscot,
architectural feature
Oversize (>4”)
wood/stone
baseboards
Decorative
enhancements
e.g., expert-smooth
painted drywall,
plaster/Venetian plaster,
vinyl coverings/wood
planks/veneers/stone,
accent wall(s)
Multiple design
enhancements
e.g., furniture-finish wood
planking, soft wall
coverings, crown/cove
molding, wainscot,
architectural feature
Leading-edge effect
Oversize (>4”)
wood/stone
baseboards
Lodging Approval Requirements & Diamond Rating Guidelines Page 27
GUEST ROOMS
Decorative
Enhancements
Poster(s) or common
artwork with
unframed/thin,
un-enhanced wood,
metal, or plastic
frame(s)
Common knickknacks
Common artwork
with enhanced
frame(s) -Or- other
modest appointments
e.g., live plants, floral
displays, prints, assorted
pieces, sculptures, accent
wall, water features,
fireplace
Well-coordinated,
decorative framed
artwork or
appointments that
provide distinctive
appeal
Well-coordinated,
upscale framed
artwork or
appointments
Varied assortment of
styles and accent
pieces that provide a
thematic upscale
appeal
Well-coordinated,
luxurious framed
artwork or
appointments
Varied assortment of
styles and accent
pieces that provide a
leading edge or
luxurious appeal
e.g., custom artwork,
limited edition prints,
canvas art, tapestries, or
lithographs with enhanced
matting and preservation
frames, assorted artisan
pieces, sculptures
Window Coverings
Basic window
covering provides for
guest privacy
Modestly enhanced
materials, design or
function
e.g., blackout effect,
blinds, full-length drapes,
shutters, sheers, fabric
side panels, rods with
finials, valance, glass
treatment, cornice
Decorative
enhancements to
design
e.g., blackout effect,
blinds, full-length drapes,
shutters, sheers, fabric
side panels, rods with
finials, valance, glass
treatment, cornice
The overall
treatments are
upscale and provide a
significant visual
interest
Custom design,
luxurious materials
Leading-edge effect
e.g., power operation,
special tinting or effect
Additional Guest Impressions and Features
The following items are not assigned a Diamond Rating, but are factored into the overall rating of the guest room.
Ceilings – The impression made by the quality of ceiling finishes in the guest room.
Technology – The impression made by the technology features in the guest room.
Coffee/Tea – The quality, presentation and selection of coffee/tea, equipment, cups and condiments.
Microwave – A microwave oven is present in each guest room.
Refrigerator – A refrigerator is present in each guest room.
Guest Information – The availability and presentation of information on the property and guest services.
Iron & Board – A full-size iron and board are present in each guest room, or quick pressing service is offered.
Robes – A robe is present in each guest room (two in doubles).
Slippers – A set of slippers is present in each guest room (two sets in doubles).
Safe – A safe is present in each guest room.
Internet – Wireless internet access in guest rooms is offered free, or at an additional cost.
Overall Impression – The overall subjective impression of the guest rooms.
Other – The general impression made by the design, layout, or other standout features.
Lodging Approval Requirements & Diamond Rating Guidelines Page 28
BATHROOMS
General Décor Style
Predominantly basic
materials, design
Minimal function
and/or coordination
Adequate level of
comfort
Modest
enhancements to
materials, design
Increased function
and/or coordination
Enhanced level of
comfort
Significant
enhancements to
materials, design
Well-coordinated,
with increased
functionality
Obvious degree of
comfort
Comprehensive
design reflecting
streamlined, trendy,
contemporary or
traditional styles
Upscale materials,
design and/or
function
Well-coordinated,
with increased
functionality
Exceptional degree of
comfort
Luxurious materials
Well-coordinated,
with increased
functionality to
provide leading-edge
design and effect
Exceptional degree of
comfort
Counter/ Shelf
Space; Available
Basic materials,
design
e.g., glass shelving, metal,
or sheet laminate
Modestly-enhanced
materials, design
e.g., poured acrylic,
cultured marble/granite,
ceramic tile
≥ 3 sq. ft.
Decorative materials,
design
e.g., quartz, granite
≥6 sq. ft.
Upscale materials,
design
e.g., marble or other solid
stone
≥ 8 sq. ft.
Multiple counters
and/or shelves
Upscale materials,
design
e.g., marble or other solid
stone
≥ 8 sq. ft.
Multiple counters
and/or shelves
Leading-edge effect
Floor Coverings
Basic materials,
design
e.g., basic linoleum/sheet
vinyl, painted concrete
Modestly enhanced
materials, design
e.g., ceramic tile,
patterned linoleum/vinyl
Decorative materials
and design with
patterns, textures or
inlays
e.g., enhanced wood
laminates, engineered
wood flooring,
ceramic/stone/glass tile,
polished/stamped
concrete, terra cotta,
luxury vinyl tile/plank
Highest grade
materials and upscale
design
e.g., solid wood, antique
reclaimed tiles, pebble
mosaics, marble,
granite/other upscale
stone floors
Area rug(s) as
appropriate
Highest grade
materials
e.g., solid wood, antique
reclaimed tiles, pebble
mosaics, marble,
granite/other upscale
stone floors
Luxurious area rug(s)
as appropriate
Custom inlays or
textured
enhancements
Leading-edge design
and effect
Lodging Approval Requirements & Diamond Rating Guidelines Page 29
BATHROOMS
Free Floor Space
Obviously restricted
by size and/or
placement of
appointments
Modest restrictions
due to size and/or
placement of
appointments
(If vanity area is separate
from the toilet area, it is
positioned in plain view of
the guest room)
No restrictions, as
placement of
appointments is well-
proportioned to room
size and traffic flow
(If vanity area is separate
from the toilet area, it is
positioned in restricted
view from the rest of the
guest room)
Room size and
placement of
appointments provide
an obvious degree of
spaciousness,
allowing increased
ease of movement
Room size and
placement of
appointments provide
an abundance of
space that contributes
to the ultimate level
of comfort and
relaxation for multiple
guests
Illumination
Basic lighting fixtures
e.g., box/egg crate style,
Hollywood bulbs
Modestly enhanced
lighting fixtures
e.g., enhanced plastic
cover, tube lighting
Decorative lighting
fixtures
Multiple locations
Upscale design and
materials
Multiple locations
Illuminated shower
Excellent level of
overall illumination at
each location
Upscale design and
materials
Multiple locations
Illuminated shower
Custom function(s)
provides for ambience
options
e.g., dimmers, point
lighting, multiple
switches, and/or natural
light sources
Leading-edge
illumination effect
Mirror
Basic materials,
design
Modest design/size
enhancement
e.g., framed, beveled,
etched
Proportionately sized
Decoratively
framed/designed
e.g., floating, illuminated
Proportionately sized
Upscale materials,
design
Makeup mirror
Upscale materials,
design
Leading-edge effect
e.g., television, defogger
Illuminated makeup
mirror
Personal Care
(If eco-friendly options
exist, dispensers must
coordinate with
General Décor Style as
described previously)
Two small-size bars of
soap (or equivalent)
One packet or bottled
item
Two medium-size bars
of soap (or
equivalent)
Two bottled items
Multi-piece personal
care package includes:
• Two large-size bars
of soap
• Three bottled items
Decorative
presentation
Multi-piece personal
care package includes:
• Two large-size bars
of soap
• Four bottled items
• Two additional
items
Enhanced by
fragrance, natural
supplement,
packaging, etc.
Upscale presentation
Comprehensive and
luxurious selection of
fashionable bath
products
Ample-size bars of
soap and bottled
items
Leading-edge effect
Scale
Lodging Approval Requirements & Diamond Rating Guidelines Page 30
BATHROOMS
Shower
Curtain/Door
Basic materials,
design
e.g., plastic or vinyl
curtain
Modest materials,
design enhancement
Lightweight curtain
e.g., vinyl/polyester
Or- lightweight glass
door with aluminum
frame
Decorative materials,
design
Double curtain
-Or- glass door with
aluminum frame
-Or- door-less design
Upscale materials,
design
e.g., linen texture, hemp,
cotton/cotton-poly blend
Double curtain
-Or- heavyweight glass
door with/without
metal frame
-Or- door-less design
Leading-edge effect
Double curtain
-Or- heavyweight glass
door with/without
metal frame
Additional luxury
enhancement
(etched, frosted,
embossed, tinted,
upscale custom
hardware, etc.)
Shower Fixtures
Metal or plastic
Basic design, single
function
Metal or plastic
Adjustable settings
Decorative materials,
design and enhanced
function
e.g., rain showerhead,
oversize wall-mounted
showerhead, massage
feature
Upscale materials,
design
One custom water
feature
e.g., body jets, hand-held
sprayers, multiple
showerheads, oversize
ceiling rain shower, panel
systems, steam shower
Upscale materials,
design
Multiple custom
water features
e.g., body jets, hand-held
sprayers, multiple
showerheads, oversize
ceiling rain shower, panel
systems, steam shower
Sink
Basic materials,
design
Wall-mounted
(no base)
Modest enhancement
to materials, design
Wall-mounted, vanity
style
Self-rimming
porcelain/porcelain on
steel
-Or- seamless poured
acrylic or cultured
marble/granite
Decorative materials,
design
e.g., under-mounted,
pedestal, vessel
Upscale materials
and/or functionality
e.g., glass, stainless steel,
colored vitreous china,
brass, nickel, copper,
marble, real/synthetic
stone
Upscale materials
and/or functionality
e.g., glass, stainless steel,
colored vitreous china,
brass, nickel, copper,
marble, real/synthetic
stone
Multiple sinks
Toilet
Basic design
Two-piece, round
(with/without lid)
Two-piece, elongated
(with lid)
Two-piece, elongated
(with lid)
Decorative design
enhancement
Upscale design
-Or- increased
functionality
Recessed area
Upscale design
-Or- increased
functionality
Enclosed toilet-only
area
Lodging Approval Requirements & Diamond Rating Guidelines Page 31
BATHROOMS
Towels
Basic, lightweight
Rough to touch
Low absorbency
Displayed on caddies
Modest
enhancements in
design, lightweight
Rough to touch
Low absorbency
Displayed on bars
and/or shelves
Modest
enhancements in
design, medium
weight
Soft to touch
Medium absorbency
Displayed on bars
and/or shelves
Upscale design,
heavyweight
Plush to touch
Firm, self-supporting
feel
Premium cotton with
high absorbency
Luxurious
appearance, with
intricate and detailed
enhancements to
design
Heavyweight
Plush to touch
Firm, self-supporting
feel
Premium cotton with
high absorbency
Generous-size towels
or bath sheets
Tub
(If available)
Basic materials
e.g., fiberglass, acrylic,
porcelain on steel
Straight sided
rectangular design
< 5 ft. length
-Or- one-piece
fiberglass tub and
shower surround
combination
Basic materials
e.g., fiberglass, acrylic,
porcelain on steel
Standard size (5 ft.
length x 2.5 ft. width)
Decoratively
enhanced materials,
design
Standard size (5 ft.
length x 2.5 ft. width)
Upscale materials,
design
e.g., oversize (> 5ft. length
x 2.5 ft. width), oval,
round/free form
And/or enhanced
functionality
e.g., water jets, handheld
sprayer
Upscale materials,
design
e.g., oversize (> 5ft. length
x 2.5 ft. width), oval,
round/free form
And/or enhanced
functionality
e.g., water jets, handheld
sprayer
Leading-edge effect
e.g., two-person
capability, European
soaking style, contoured
back, built-in lumbar back
support
Tub / Shower
Surround
Basic materials,
design
e.g., fiberglass, metal
Modest enhancement
to materials, design
e.g., acrylic, ceramic tile,
cultured marble/granite
Decorative materials,
design
Ceramic tile/solid
surface
Tub and shower
height soap dishes
Upscale materials,
design
Solid surface
e.g., marble, granite,
stone or glass/porcelain
tiles
Tub and shower
height soap dishes
Upscale materials,
design
Solid surface
e.g., marble, granite,
stone or glass/porcelain
tiles
Leading-edge effect
Custom treatment
Integrated
seating/shelving
Lodging Approval Requirements & Diamond Rating Guidelines Page 32
BATHROOMS
Wall Coverings
Basic materials,
design
e.g., drywall with basic
paint finish or plain vinyl
coverings
Rubber or vinyl
baseboards
Modest
enhancements
e.g., knockdown, orange
peel, comb, slap brush
Tiled baseboards
Decorative
enhancements
e.g., expert-smooth
painted drywall,
plaster/Venetian plaster,
vinyl coverings/wood
planks/veneers/stone,
accent wall(s)
Wood/ceramic tile or
enhanced composite
baseboards
Decorative
enhancements
e.g., expert-smooth
painted drywall,
plaster/Venetian plaster,
vinyl coverings/wood
planks/veneers/stone,
accent wall(s)
One upscale design
enhancement
e.g., furniture-finish wood
planking, crown/cove
molding, wainscot,
architectural feature
Oversize (> 4”)
wood/stone
baseboards
Decorative
enhancements
e.g., expert-smooth
painted drywall,
plaster/Venetian
plaster, vinyl
coverings/wood
planks/veneers/stone,
accent wall(s)
Multiple design
enhancements
e.g., furniture-finish wood
planking, crown/cove
molding, wainscot,
architectural feature
Oversize (> 4”)
wood/stone
baseboards
Leading-edge effect
Decorative
Enhancements
One modest
appointment
One piece of
decorative artwork
-Or- other decorative
appointment
Upscale artwork
-Or- other
appointments that
provide a distinctive
or thematic upscale
appeal
Upscale artwork
-Or- other
appointments that
provide a distinctive
or thematic upscale
appeal
Variety of styles and
accent pieces
e.g., framed art, assorted
artisan pieces/sculptures,
floral displays or plants
Additional Guest Impressions and Features
The following items are not assigned a Diamond Rating, but are factored into the overall rating of the bathroom.
Ceilings – The impression made by the quality of ceiling finishes in the bathroom.
Hair Dryer – The quality, presentation and features of the hair dryer provided in the bathroom.
Night-light – A night-light is present in the bathroom.
Television – A television is present in the bathroom.
Vanity Seating – A seat with counter space and mirror are available in, or adjacent to, the bathroom.
Overall Impression – The overall subjective impression of the bathrooms.
Other – The general impression made by the design, layout, or other standout features.
Lodging Approval Requirements & Diamond Rating Guidelines Page 33
The AAA Four and Five Diamond Ratings
These prestigious ratings are achieved by a small percentage of all Approved properties — typically the most
luxurious and pampering properties throughout North America. Less than one-half of one percent of AAA Inspected &
Approved lodgings receive the Five Diamond Rating, while only six percent receive the Four Diamond Rating.
Establishments at these rating levels must consistently reflect upscale and extraordinary characteristics in their
physical attributes and guest services.
Four and Five Diamond Service Expectations
AAA Four Diamond Properties
Properties identified by AAA as potential candidates for the Four Diamond Rating must employ competent, full-time
personnel and systems to provide guests with a comprehensive level of hospitality. Key guest service interaction
points are:
• P
HONE OPERATIONS
• A
RRIVAL AND DEPARTURE
• C
HECK IN/OUT
• L
UGGAGE ASSISTANCE
• R
OOM DELIVERY
• H
OUSEKEEPING
• G
ENERAL / CONCIERGE SERVICES
AAA Five Diamond Properties
Properties identified by AAA as potential candidates for the Five Diamond Rating undergo multiple unannounced
evaluations by a AAA inspector and a final decision by a panel of experts. Properties that receive the Five Diamond
Rating are subject to rigorous on-site assessments of all guest service areas. Each section is assigned a point value
based on the overall levels of competency, refinement and hospitality.
Lodging Approval Requirements & Diamond Rating Guidelines Page 34
AAA Hospitality Standards
1. Reservation Services
• Initial call to property is properly received
• Reservationist thanks caller for contacting the property or reservations office
• Reservationist provides an appropriate introduction to guest
• Reservationist addresses caller by name as appropriate for the manner of the guest
• Reservationist anticipates caller's needs or offers a personalized recommendation
• Reservationist provides rate structure and room availability
• Reservationist provides an overview of facilities and services
• Reservationist exhibits competent/accurate knowledge of all associated facilities and hours of operation
• Reservationist reviews reservation request
• Reservationist exhibits a sincere desire to meet and comply with all guest requests
• Reservationist is efficient and sensitive to the manner of the guest
• Reservationist extends an appropriate closing
• Property provides follow-up reservation confirmation in advance of arrival
2. Arrival Services
• Cars in queue are acknowledged and appropriately handled on arrival
• Attendant promptly opens the car door
• Attendant extends an appropriate welcome
• Attendant provides an appropriate introduction
• Attendant confirms guest's name
• Attendant uses guest's name as appropriate for the manner of the guest
• Attendant explains parking procedures
• Valet parking is offered
• Attendant promptly offers to unload luggage
• Attendant explains luggage handling procedures
• Attendant provides unsolicited direction to registration area
• Attendant anticipates guest's needs or offers a personalized recommendation
• Attendant is efficient and sensitive to the manner of the guest
• Attendant exhibits a sincere desire to meet and comply with all guest requests
• Attendant or lobby greeter escorts guest to the appropriate area
• Attendant extends an appropriate closing
3. Check In Services
• Attendant extends an appropriate welcome
• Attendant provides an appropriate introduction
• Attendant confirms guest's name
• Attendant addresses guest by name during initial greeting
• Attendant discreetly uses guest's name as appropriate for the manner of the guest
• Attendant gathers and provides information in a discreet manner to protect guest security and privacy
• Preregistered guests are not solicited for additional information
• Attendant confirms rate and type of room
• Attendant discreetly provides room number
• Attendant provides all registration materials to the guest in a manner that is convenient for the guest
• Attendant exhibits a sincere desire to meet and comply with all guest requests
• Attendant anticipates guest's needs or offers a personalized recommendation
• Attendant is efficient and sensitive to the manner of the guest
• Guest is escorted to room
• Attendant extends an appropriate closing
Lodging Approval Requirements & Diamond Rating Guidelines Page 35
4. Bell Services (Check In)
• Luggage delivered before guest, with guest escort or within five minutes of guest’s initial arrival to room
• Attendant extends an appropriate greeting
• Attendant uses guest's name as appropriate for the manner of the guest
• Attendant takes the initiative in providing property information
• Attendant anticipates guest's needs or offers a personalized recommendation
• Attendant exhibits a sincere desire to meet and comply with all guest requests
• Attendant places luggage on luggage stand or in appropriate area
• Attendant explains features and functions of room, including technology and connectivity features
• Attendant offers to fill ice bucket
• Attendant is efficient and sensitive to the manner of the guest
• Attendant extends an appropriate closing
5. Evening Housekeeping Services
• Attendant folds back or removes bedding as appropriate
• Attendant straightens bathroom
• Attendant refolds toilet tissue point
• Attendant cleans soiled surfaces
• Attendant replaces or straightens (if reuse elected by guest) used towels
• Attendant replenishes depleted amenities as appropriate
• Attendant empties wastebasket
• Attendant adjusts drapes as appropriate
• Attendant adjusts room lighting
• Attendant delivers complimentary amenity
• Attendant refreshes ice
• Attendant replaces used glasses
• Attendant displays evening services available to the guest, such as: laundry, room
service or shoeshine information
• Attendant leaves printed nighttime sentiment for guest
• There is additional evidence of personalized services
6. Guest Requests
• Service phone extension is answered within three rings
• Operator extends an appropriate greeting
• Operator uses guest's name as appropriate for the manner of the guest
• Operator anticipates guest's needs or offers a personalized recommendation
• Operator is efficient and sensitive to the manner of the guest
• Guest service is available by alternate means (digital application, texting, in-room device)
• Requests are acknowledged and expected fulfillment time is given
• Requests are handled with sense of urgency
• Item or service is received promptly, or at requested time
• Delivery interaction includes the use of guest's name as appropriate for the manner of the guest
• Staff anticipates guest's needs or offers a personalized recommendation
• Staff follows up appropriately to ensure guest satisfaction
7A. In-Room Dining (Order Services)
• Service is available 24/7
• Menu includes ingredients and dishes in keeping with other upscale dining option(s) offered at the property
• Service number is answered within three rings, or instant access is available through other device/system
• Operator extends an appropriate greeting
• Operator uses guest's name as appropriate for the manner of the guest
• Operator exhibits a sincere desire to meet and comply with all guest requests
• Operator anticipates guest's needs or offers a personalized recommendation
• Operator repeats order to guest for confirmation
• Operator is efficient and sensitive to the manner of the guest
• Operator provides time estimate for delivery (within 30 minutes)
• Operator extends an appropriate closing
Lodging Approval Requirements & Diamond Rating Guidelines Page 36
7B. In-Room Dining (Delivery Services)
• Delivered within five minutes of operator's commitment (guest is notified in advance if more than five minutes early)
• Attendant extends an appropriate greeting
• Attendant uses guest’s name as appropriate for the manner of the guest
• Attendant exhibits a sincere desire to meet and comply with all guest requests
• Attendant anticipates guest's needs or offers a personalized recommendation
• Attendant confirms tray/table placement
• Attendant is appropriately conversant during set-up and delivery
• Attendant reviews guest order
• Attendant asks guest's permission to prepare table, pour beverage and
remove food cover(s); acts accordingly
• Food presentation and quality of ingredients reflect an upscale experience
• All appropriate dishware and linens are of an upscale quality
• All food is served at the proper temperature
• All food is prepared as ordered
• Attendant provides written or spoken instructions for table/tray removal
• Attendant is efficient and sensitive to the manner of the guest
• Attendant extends an appropriate closing
• Trays/tables are removed within 15 minutes, on request
8. Concierge Services
• Concierge is on duty or a "special services" number is available for guest use 24/7
• Attendant extends an appropriate greeting
• Attendant uses guest's name as appropriate for the manner of the guest
• Attendant exhibits a sincere desire to meet and comply with all guest requests
• Attendant anticipates guest's needs or offers a personalized recommendation
• Attendant demonstrates an extensive knowledge of area attractions and services
• Attendant demonstrates first-hand knowledge beyond common internet search capability
• Attendant fulfills guest's special request(s)
• Attendant is efficient and sensitive to the manner of the guest
• Attendant extends an appropriate closing
9. Bell Services (Check Out)
• Service number is answered within three rings, or alternative electronic request is acknowledged
• Operator extends an appropriate greeting
• Operator uses guest's name as appropriate for the manner of the guest
• Operator exhibits a sincere desire to meet and comply with all guest requests
• Operator offers to retrieve car or arrange other transportation
• Operator is efficient and sensitive to the manner of the guest
• Operator extends an appropriate closing
• Attendant arrives within ten minutes of request
• Attendant extends an appropriate greeting
• Attendant uses guest's name as appropriate to the manner of the guest
• Attendant exhibits a sincere desire to meet and comply with all guest requests
• Attendant anticipates guest's needs or offers a personalized recommendation
• Attendant is appropriately conversant with guest while providing assistance
• Attendant inquires about, or checks for, guest belongings possibly left behind
• Attendant is efficient and sensitive to the manner of the guest
• Attendant extends an appropriate closing
Lodging Approval Requirements & Diamond Rating Guidelines Page 37
10. Check Out Services
• Alternative check out methods are available (mobile/online/in-room device)
• Attendant recognizes waiting guests appropriately
• Attendant extends an appropriate greeting
• Attendant confirms guest's name
• Attendant uses guest's name as appropriate for the manner of the guest
• Attendant inquires about guest stay / engages in conversation with guest
• Attendant exhibits a sincere desire to meet and comply with all guest requests
• Attendant offers a copy of the folio for review
• Attendant confirms payment method
• Attendant presents guest folio options as appropriate
• Attendant expresses a sincere thank you for staying at the property
• Attendant sincerely encourages guest to return
• Attendant anticipates guest's needs or offers a personalized recommendation
• Attendant is efficient and sensitive to the manner of the guest
• Attendant extends an appropriate closing
11. Departure Services
• Given adequate notice, the guest's vehicle is waiting or alternate transportation is readily available
• Attendant extends an appropriate greeting
• Attendant uses guest's name as appropriate for the manner of the guest
• Attendant anticipates guest's needs or offers a personalized recommendation
• Attendant is appropriately conversant with guest
• Attendant reviews all of guest's belongings and their placement in vehicle
• Attendant opens and closes door for guest(s)
• Attendant is efficient and sensitive to the manner of the guest
• Attendant exhibits a sincere desire to meet and comply with all guest requests
• Attendant extends an appropriate closing
12. Miscellaneous Staff Services
• Guests are graciously provided directions or offered assistance via escort on request
• All associates display a high level of engagement
• There is evidence that all associates are empowered by management to resolve guest issues immediately
• All associates fulfill guest's special requests
• All associates are appropriately attired; name tags are clearly visible, or proper introduction is provided
• All associates demonstrate appropriate behavior
• All associates demonstrate appropriate hygiene
• Short-notice pressing is available
• Shoeshine service is available
• At least one food and beverage outlet is comparable to a Four or Five Diamond Rating
Lodging Approval Requirements & Diamond Rating Guidelines Page 38
SECTION THREE
The Listing
Once a property is Approved, we use factual property information and descriptive details to create lodging listings in
AAA travel information products. Basic listings do not contain advertising or promotional verbiage, and are published
at no cost to the establishment.
While you provide the objective information contained in lodging listings, the descriptive narrative is composed by
AAA experts to convey key property components to guide AAA/CAA members. All listing information is updated
annually, and establishments are contacted accordingly. Failure to provide information in a timely manner may result
in the removal of your property from our products.
AAA Lodging Listings: Rich in Inspection Details
Lodging listings in AAA’s digital travel information products include the AAA Inspector Rating, AAA Inspector Notes
and up-to-date property details. In 2017, four more elements were added based on member interest. (View actual
listing on AAA.com
.)
AAA Inspector Rating Details are the actual
overall, room, bath and public area
inspection scores.
A Rated lodgings scored in the top 25% for
cleanliness and condition across all rating
levels.
Best Of [1-5] Diamond have inspection
scores in the top 20% for their rating level,
no member complaints in the past 12
months and are A Rated.
Inspector Pick marks notable offerings in
categories of interest to members (e.g.,
family friendly).
AAA Inspected & Approved and Diamond
Rated lodgings are eligible to participate in
AAA’s optional, fee-based logo licensing
program. Licensees may promote the highly
recognized AAA Inspected & Approved
logos and Diamond Ratings in media
announcements, advertising materials and
on signage. Licensees also receive enhanced listings in AAA products and are eligible to participate in optional
promotions. Visit AAA.biz/multimedia
for more information.
Lodging Approval Requirements & Diamond Rating Guidelines Page 39
Eligibility Criteria for Separate Lodging Listing (Dual-branded development)
AAA only provides separate listings for areas or sections of a property that provide clearly differentiated member
experiences. The distinct sections may be located at the same property, in the surrounding complex or at a
contiguous structure. The following criteria are applied to determine if a lodging is eligible for separate listing
consideration. If applicable, qualified entities are each assigned their own Diamond Rating based on the guidelines
outlined on pages 13-38.
ELIGIBILITY CRITERIA FOR SEPARATE LODGING LISTING
Diamond
Rating
1, 2, 3
4
5
Property is open to the public on a full-time basis
Property name/brand is distinctly different
Property contact phone number is exclusive
Concept/Theme is distinctly different
Marketing program is distinctly different and exclusive to the property
Booking capability is exclusive to the property
All consumer media channels position the property as a separate entity
Property is clearly distinct by virtue of a separate wing, tower or series of contiguous floors
Primarily, property access is restricted to registered guests for the brand
Staff is clearly identifiable with the brand (uniform, manner) and solely dedicated to the property
Exterior entrances are exclusive to the property
Reception area is solely dedicated to the property
Common areas/facilities are separate and exclusively dedicated to the property
Arrival process is solely dedicated to the property
In-room services are solely dedicated to the property
Concierge services are solely dedicated to the property
A property must clearly qualify as a distinct and separate entity. The following examples are NOT eligible for separate
listings:
• Concierge levels that offer upgraded amenities and sometimes a higher level of service.
• Property sections or buildings that are separate but not clearly differentiated.
• Exclusive sections of a property that require additional guest membership qualifications and, therefore, are
not readily available for use by all AAA/CAA members.
FYI Designation
For lodgings, this designation identifies properties that are notable and offer potential member value but
have not been inspected or Diamond Rated due to one of the following reasons:
• Too new to rate.
• Under construction.
• Undergoing extensive renovations.
• Has not been inspected.
• Does not meet all Approval Requirements but provides members a highly distinct and valuable experience.
Lodging Approval Requirements & Diamond Rating Guidelines Page 40
Lodging Classifications
ALL DIAMOND RATED LODGINGS ARE CLASSIFIED BASED ON THE STYLE OF OPERATION. CLASSIFICATIONS MAY BE
PRECEDED BY ONE OR MORE SUBCLASSIFICATIONS IF APPLICABLE:
Bed and Breakfast: Typically owner-operated with extensive personal touches. Guests are encouraged to interact
during evening and breakfast hours. A continental or full, hot breakfast is included in the room rate.
Cabin: Often located in wooded, rural or waterfront locations. Freestanding units are typically rustic and of basic
design. Essential cleaning supplies, kitchen utensils and complete bed and bath linens are supplied.
Condominium: Apartment-style accommodations of varying design or décor. Units often contain one or more
bedrooms, a living room, a full kitchen and an eating area. Essential cleaning supplies, kitchen utensils and complete
bed and bath linens are supplied.
Cottage: Often located in wooded, rural or waterfront locations. Freestanding units are typically home-style in design
and décor. Essential cleaning supplies, kitchen utensils and complete bed and bath linens are supplied.
Country Inn: Although similar in definition to a bed and breakfast, country inns are usually larger in scale with
spacious public areas and offer a dining facility that serves breakfast and dinner.
Hotel: Typically a multistory property with interior room entrances and a variety of guest unit styles. The magnitude
of the public areas is determined by the overall theme, location and service level, but may include a variety of facilities
such as a restaurant, shops, a fitness center, a spa, a business center and meeting rooms.
House: Freestanding units of varying home-style design. Often containing two or more bedrooms, a living room, a full
kitchen, a dining room and multiple bathrooms. Essential cleaning supplies, kitchen utensils and complete bed and
bath linens are supplied.
Motel: A one- or two-story establishment with exterior room entrances and drive up parking. Public areas and
facilities are often limited in size and/or availability.
Ranch: Typically a working ranch featuring an obvious rustic, Western theme, equestrian-related activities and a
variety of guest unit styles.
SUBCLASSIFICATIONS (IF APPLICABLE):
Boutique: Often thematic, typically informal yet highly personalized; may have a luxurious or quirky style that is
fashionable or unique.
Casino: Offers extensive gambling activities, such as blackjack, craps, keno and slot machines.
Classic: Renowned and landmark properties, older than 50 years, well known for their unique style and ambience.
Contemporary: Overall theme reflects characteristics of present mainstream trends.
Extended Stay: Offers a predominance of long-term accommodations with a designated full-service kitchen area in
each unit.
Historic: Over 75 years old with one of the following documented historical features:
Maintains the integrity of its historical nature
Listed on the National Register of Historic Places
Designated a National Historic Landmark or located in a National Register Historic District
Lodging Approval Requirements & Diamond Rating Guidelines Page 41
Resort: Extensive recreational facilities and programs may include golf, tennis, skiing, fishing, water sports, spa
treatments or professionally guided activities.
Retro: Overall theme reflects a contemporary design that reinterprets styles from a past era.
Vacation Rental: Typically houses, condominiums, cottages or cabins; these properties are “home away from home”
self-catering accommodations.
Vintage: Overall theme reflects upon and maintains the authentic traits and experience of a past era.
Accessibility
Accessible Features Icon
Denotes a property that has some accessible features. It may be fully accessible, semi-accessible, or meet
some of the needs of hearing-impaired individuals.
Accessibility is not a AAA Approval Requirement and will not affect your Diamond Rating. However, we strongly
encourage you to make every effort to meet the needs of all your guests – including mature travelers and those with
disabilities.
Member Comment Procedures
AAA MEMBER RELATIONS CLOSELY MONITORS THE NUMBER AND TYPE OF COMMENTS SUBMITTED ABOUT AAA INSPECTED
& APPROVED PROPERTIES. All comments are carefully reviewed for validity and included as part of the property record.
If complaints are received, AAA will notify you and provide an opportunity to resolve the matter in a reasonable
period of time. If a member complaint is determined to be of an extreme nature, AAA may act to disapprove your
property immediately.
If your property is disapproved because of member complaints, you may submit a written request for re-inspection
one year from the date of disapproval. The request should include an explanation of actions taken to limit future
complaints and be addressed to:
The AAA Appeals Process
THE APPEALS PROCESS IS A RESOURCE FOR ALL INSPECTED PROPERTIES.
What can I appeal?
You may appeal your property’s Approval status or Diamond Rating. Each situation is handled on an individual basis.
AAA Inspections & Diamond Ratings
1000 AAA Drive, Mailstop 51
Heathrow, FL 32746-5063
Lodging Approval Requirements & Diamond Rating Guidelines Page 42
What is the process to file an appeal?
Before you file an appeal, please contact AAA Customer Service to discuss your questions or concerns. An analyst may
be able to answer your questions immediately or, if additional information or discussion is needed, will direct you to
the AAA Regional Manager of Inspections for your area.
If an issue remains unresolved after the above steps, you may choose to present relevant information to the AAA
Appeals Committee for objective review. All appeals must be submitted by property owners/operators in writing to
the address below. You may include pictures, documents or other pertinent materials to support the appeal. To
expedite review, please outline the specific concerns in a succinct manner. Each appeal is thoroughly researched and
given thoughtful consideration and a substantive reply by the committee. The committee’s decision on your appeal is
considered as AAA’s final response. You will be notified as to the status of your appeal within 45 days of receipt of
your written statement.
Green Programs
AAA supports environmental management and sustainability throughout the lodging industry to
the extent that truly effective programs maintain quality standards of guest comfort. We
strongly encourage continued use of programs that offer guests choices without negative
consequences for noncompliance. Effective green programs are intended to reduce waste
without reducing guest comfort.
In AAA travel information products, lodgings certified by approved green programs are identified with an
icon in their listing.
AAA is not involved in the evaluation or certification of a property's environmental practices but does regularly
review requirements and best practices related to the most reputable sustainable programs.
AAA Appeals Committee
1000 AAA Drive, Mailstop 51
Heathrow, FL 32746-5063
AAA Customer Service
407-444-8370, Option 2
AAAListings@national.aaa.com
M-F, 8:30 a.m.-5:15 p.m. (ET)
Lodging Approval Requirements & Diamond Rating Guidelines Page 43
Establishments in all areas of the U.S. (excluding Southern California; see below), Canada, Mexico and the Caribbean
should contact AAA at:
Establishments in Southern California should contact the following AAA club:
Automobile Club of Southern California
P.O. Box 25001
Santa Ana, CA 92799-5001
Inspections and Official Appointments
714-885-2247
Advertising
714-885-2394
AAA Listings/Customer Service
AAAListings@national.aaa.com
407-444-8370, Option 2
AAA Inspections & Diamond Ratings
1000 AAA Drive, Mailstop 51
Heathrow, FL 32746-5063
Official Appointments and Advertising
407-444-8280
Lodging Approval Requirements & Diamond Rating Guidelines Page 44
