Lodging Approval Requirements & Diamond Rating Guidelines Page 2

I
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.
Lodging Approval Requirements & Diamond Rating Guidelines Page 3

Section One
CONTENTS 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
Lodging Approval Requirements & Diamond Rating Guidelines Page 4

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 5

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 6

AAA Inspectors: THE Travel Experts

W
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.
Lodging Approval Requirements & Diamond Rating Guidelines Page 7

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 8

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 9

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 10

24. Exterior/hallway facing door(s) equipped with a functional primary lock and a secondary deadbolt lock.

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.

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 11

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 12

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 13

EXTERIOR

General Curb Minimal quantity, Increased quantity, Decorative materials Upscale materials Luxurious materials
Appeal variety and/or variety and/or
coordination of basic coordination of Well-coordinated and Substantial, cohesive Leading-edge design
materials materials distinctive design and impressive design and effect

Basic design and Modest design and Significantly enhanced Upscale effect
effect effect effect

Building Structure Basic materials, Modest Significant decorative Upscale Grand architectural
& Design design and/or enhancements to enhancements to enhancements features
function materials, design materials, design
and/or function and/or function in the Substantial, cohesive Leading-edge design
e.g., roof mansard, gable, most prominent and impressive design and effect throughout
cupola, window structural areas, and effect throughout the property footprint
shutters/sashes, siding, such as the façade the property footprint
columns, railings

Obvious distinctive
effect
e.g., enhanced roofs,
window
treatments/moldings,
stone/veneer accents or
balconies

Landscaping Minimal quantity, Modest Significant, decorative The entire grounds Luxuriant landscape
variety of plants enhancements to enhancements to are professionally materials
and/or landscape quantity, variety of quantity, variety of planned and
materials plants and/or plants and/or manicured with an Leading-edge design
landscape materials landscape materials extensive use of and effect that
Basic surroundings appropriate, mature withstands seasonal
and visual interest Some surroundings Overall decorative plants and landscape weather conditions
reflect a coordinated design materials
design of moderate Multiple upscale
visual interest Creates an obvious Cohesive, upscale accent features are
visual interest in most design that meticulously
areas withstands seasonal integrated by design
weather conditions e.g., statuary, water
feature, serenity garden
At least one upscale
accent feature
e.g., statuary, water
feature, serenity garden
Lodging Approval Requirements & Diamond Rating Guidelines Page 14

EXTERIOR

Main Entrance Basic materials, Modest Significant decorative Upscale materials, Luxurious materials
design and/or enhancements to enhancements to design
function materials, design materials, design and Leading-edge design
and/or function function Covered drive- and effect
Covered entry door through entry with
Covered entry door Covered drive- capacity greater than Covered drive-
If covered entry has through entry two-car width and through entry with
drive-through If covered entry has capacity is depth capacity greater than
capability, capacity is drive-through appropriate for the two-car width and
limited to one-car capability, capacity is size of the lodging At least three depth
width limited to one-car (minimum two-car additional features
width width or depth) e.g., bench seating, Expanded drive or
double entry doors, courtyard
One additional feature At least three automatic entry doors,
revolving doors, entry
e.g., bench seating, additional features vestibule, enhanced
double entry doors, e.g., bench seating,
façade or driving surface
automatic entry doors, double entry doors,
revolving doors, entry automatic entry doors,
vestibule, enhanced revolving doors, entry
façade or driving surface vestibule, enhanced
façade or driving surface

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 15

PUBLIC AREAS

General Décor Style Predominantly basic Modest Distinctive style Upscale materials, Luxurious materials
materials, design enhancements to design and/or
materials, design Significant function Leading-edge design
Minimal function enhancements to and effect
and/or coordination Increased function materials, design Well-coordinated,
and/or coordination with increased Exceptional degree of
Adequate level of Well-coordinated, functionality; open- comfort
comfort Enhanced level of with increased concept designs that
comfort functionality; open- facilitate social
concept designs that interaction
facilitate social
interaction Exceptional degree of
comfort
Obvious degree of
comfort

Floor Coverings Basic materials, Modestly enhanced Decorative materials Highest grade Highest grade
design materials and distinctive design materials and upscale materials with custom
e.g., basic linoleum/sheet e.g., floating wood with patterns, design with patterns, inlays or textured
vinyl, plain ceramic tile, laminates, patterned textures or inlays textures or inlays enhancements
painted concrete, low linoleum/vinyl, e.g., enhanced wood e.g., wood, marble or e.g., wood, marble or
density pile carpet (with polished/stamped laminates, engineered other upscale stone floors, other upscale stone floors,
limited/no padding–floor concrete, carpet tiles, wood flooring, carpet, high density pile carpet high density pile carpet
feels hard) medium density pile ceramic/stone/glass tile, (with padding that (with padding that
carpet of simple terra cotta, luxury vinyl provides exceptional provides exceptional
design/pattern (with tile/plank comfort underfoot) comfort underfoot)
padding that provides
average comfort
underfoot)
Hard-surfaced floors Hard-surfaced floors Leading-edge design
have decorative area have upscale area and effect
rugs in seating areas rugs in seating areas
and other locations as and other locations as Area rugs are
appropriate appropriate luxurious

Free Floor Space Obviously restricted Modest restrictions No restrictions, as Area size and Area size and
by size and/or due to size and/or placement of placement of placement of
placement of placement of appointments is well- appointments provide appointments provide
appointments appointments proportioned to area an obvious degree of an abundance of
size and traffic flow spaciousness allowing space that contributes
increased ease of to the ultimate level
movement for guests of comfort and
relaxation
Lodging Approval Requirements & Diamond Rating Guidelines Page 16

PUBLIC AREAS

Furniture Quality Basic materials, Modest Significant distinctive Upscale materials Luxurious materials
& Design design enhancements to enhancements to e.g., granite/stone, solid
materials, design materials, design wood, polished metals, Custom workmanship
Minimal function high-gloss lacquers,
veneer finishes with solid
and/or coordination Increased function Well-coordinated with wood accents, high-grade
Leading-edge design
and/or coordination increased laminate insets and effect
Provides an adequate functionality
level of comfort Provides an enhanced Upscale design and/or Exceptional degree of
level of comfort Provides an obvious function comfort
degree of comfort e.g., antiques, leather,
plush padding, designer
fabric, sculptured shape,
crisp line

Exceptional degree of
comfort

Guest Service Basic, small counter Enhanced front desk Enhanced front Enhanced front Enhanced front
Area(s) registration e.g., size or design desk/pods/alternative desk/pods/alternative desk/pods/alternative
check-in methods check-in methods check-in methods
Multiple guest service
capability Multiple guest service Multiple guest service Multiple guest service
capability areas areas
e.g., front desk, bell stand, e.g., front desk, bell stand,
Part of a spacious concierge, video kiosk concierge, video kiosk
common area
Part of a spacious Part of a spacious
Uniformed staff common area common area

Uniformed staff Uniformed staff

Staffed concierge
area (minimum 16
hrs./day)

Illumination Basic fixtures Modestly enhanced Decorative and well- Fixtures reflect Custom fixtures of
design, materials, coordinated design, upscale design outstanding quality
Good level of overall positioning and/or materials and/or
illumination function function Well-positioned Well-positioned

Good level of overall Well-positioned Excellent level of Excellent level of

illumination overall illumination overall illumination
Good level of overall enhances the enhances the
illumination intended use of the intended use of the
space space

Leading-edge
illumination effect
that provides
day/night transition
Lodging Approval Requirements & Diamond Rating Guidelines Page 17

PUBLIC AREAS

Seating Layout Minimal or no capacity Expanded overall Expanded overall Expanded overall Expanded overall
capacity capacity capacity capacity

Multipurpose hard Expanded capacity for Expanded capacity for Expanded capacity for
and soft seating each function (soft each function (soft each function (soft
seating, dining, seating, dining, seating, dining,
workspaces) workspaces) workspaces)

Multiple Multiple
conversational conversational
groupings groupings

One semi-private area Multiple semi-private

(away from traffic areas (away from
flow) traffic flow)

Wall Coverings Basic materials, Modest Decorative Decorative Decorative

design enhancements enhancements enhancements enhancements
e.g., drywall with basic e.g., knockdown, orange e.g., expert-smooth e.g., expert-smooth e.g., expert-smooth
paint finish or plain vinyl peel, comb, slap brush painted drywall, painted drywall, painted drywall,
coverings plaster/Venetian plaster, plaster/Venetian plaster, plaster/Venetian plaster,
Carpeted baseboards vinyl coverings/wood vinyl coverings/wood vinyl coverings/wood
Rubber or vinyl planks/veneers/stone, planks/veneers/stone, planks/veneers/stone,
baseboards accent wall(s) accent wall(s) accent wall(s)

Wood, ceramic tile or One upscale design Multiple design

enhanced composite enhancement enhancements
baseboards e.g., furniture-finish wood throughout
planking, soft wall e.g., furniture-finish wood
coverings, crown/cove planking, soft wall
molding, wainscot, coverings, crown/cove
architectural feature molding, wainscot,
architectural feature
Oversize (>4”)
wood/stone Oversize (>4”)
baseboards wood/stone
baseboards

Leading-edge effect

Decorative Poster(s) or common Common artwork Well-coordinated, Well-coordinated, Well-coordinated,

Enhancements artwork with with enhanced decorative framed decorative framed decorative framed
unframed/thin, frame(s) -Or- other artwork or artwork or artwork or
un-enhanced wood, modest appointments appointments that appointments appointments
metal, or plastic e.g., live plants, floral provide distinctive
frame(s) displays, prints, assorted appeal Varied assortment Varied assortment
pieces, sculptures, accent e.g., live plants, floral that provides a that provides a
wall, water features, displays, prints, assorted
Common knickknacks fireplace
thematic upscale thematic upscale
pieces, sculptures, accent appeal appeal
wall, water features,
e.g., live plants, floral
fireplace
displays, prints, assorted Variety of styles and
pieces, sculptures, accent accent pieces
wall, water features,
e.g., custom artwork,
fireplace
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 18

PUBLIC AREAS

Connective Basic level of Wireless internet Wireless internet Superior internet Superior internet
Technology connectivity to access available access available speed and capacity speed and capacity
include wireless throughout the throughout the available throughout available throughout
internet access property property the property the property
e.g., multiple routers, e.g., multiple routers, e.g., multiple routers, e.g., multiple routers,
consistent signal strength consistent signal strength consistent signal strength consistent signal strength

Convenient electrical Convenient electrical Remote guest service Advanced guest

outlets outlets access through mobile connectivity capability
device across all guest
Workspaces with Workspaces with USB interactions (front
printing capability or other alternative Remote access desk, bell service,
charging capability printing capability concierge,
maintenance, food
Remote access One additional and beverage,
printing capability technology feature housekeeping,
e.g., mobile device room recreation)
Additional key access, wireless
connectivity options charging systems, One additional
advanced business
e.g., interactive electronic technology feature
computing equipment
reader board with local e.g., mobile device room
information, boarding key access, wireless
pass kiosk, device charging systems,
available for electronic advanced business
check-in/check-out, RFID computing equipment
keys, mobile device check
in Leading-edge
technology

Elevator Elevator is available Elevator is available Elevator is available Multiple elevators Multiple elevators
for guest use in all for guest use in all for guest use in all
multi-story buildings multi-story buildings multi-story buildings Upscale appointments Elevator cabs have
additional features
Basic elevator with no Landing includes Elevator includes Landings are recessed e.g., high speed,
enhancement at least one accent decorative and include multiple destination dispatch, dual
feature appointments accent features call button panels,
television, music, card key
e.g., chair/sofa, table, e.g., chair/sofa, table,
access, voice indicators
lamps/wall sconce, phone, Landing includes lamps/wall sconce, phone,
artwork, mirror, multiple accent artwork, mirror,
flowers/plants flowers/plants Landings are recessed
features and include multiple
e.g., chair/sofa, table,
lamps/wall sconce, phone, Additional service accent features
elevator is available e.g., chair/sofa, table,
artwork, mirror,
for staff use lamps/wall sconce, phone,
flowers/plants
artwork, mirror,
flowers/plants

Additional service
elevator is available
for staff use

Leading-edge effect
Lodging Approval Requirements & Diamond Rating Guidelines Page 19

PUBLIC AREAS

Exercise Facility Not available Designated room on Designated room on Upscale facility Leading-edge facility
site site
Full array of state-of- Full array of state-of-
Three pieces of Four or more pieces of the-art fitness the-art fitness
cardio/strength professional grade equipment equipment
equipment equipment appropriate with appropriate with
room count room count
Mirrors Mirrors
Television Television Provides an obvious Provides an obvious
Water cooler Water cooler degree of degree of
Towels Towels spaciousness spaciousness
Clock Clock
Sanitizer Sanitizer Additional personal Luxurious health club
training options environment with
Additional personal e.g., free weights, benches, attendants
training options floor mats, physio balls,
e.g., free weights, toning bars/rollers Personal training
benches, floor mats, options / guided
physio balls, toning Specialized, high- programs
bars/rollers impact flooring
In-room exercise
Specialized, high- Multiple televisions or programs available
impact flooring Individual televisions
for each piece of Specialized, high-
Multiple televisions or cardio equipment impact flooring
individual televisions
for each piece of Three or more Multiple televisions or
cardio equipment additional amenities Individual televisions
e.g., infused water,
bottled water, chilled
for each piece of
One additional
towels, aromatherapy cardio equipment
amenity
e.g., infused water, scents, ear buds, fresh
bottled water, chilled fruit Comprehensive array
towels, aromatherapy of amenities
scents, ear buds, fresh
fruit Dressing area includes
lockers, showers and
restrooms

Athletic gear available

Lodging Approval Requirements & Diamond Rating Guidelines Page 20

PUBLIC AREAS

Food & Beverage One quick-service One full-service Upscale, full-service Multiple outlets
Outlets outlet on site restaurant restaurant including an upscale,
i.e., comparable to a One i.e., comparable to a Two i.e., comparable to a Three full-service restaurant
Diamond restaurant Diamond restaurant Diamond restaurant i.e., at least one is
Restaurant comparable to a Four
OR Lounge or bar area Separate lounge or Diamond restaurant
 bar area
Grab-and-go option Separate lounge or
available Room service bar area
available for
OR breakfast, lunch and Room service
OR available 24/7
 dinner

OR OR
 

Breakfast Area Standard continental Expanded breakfast Expanded breakfast Clearly refined menu Not applicable
breakfast including at least one includes multiple hot
minimum: juice, pastry, hot item. items Full service
and hot beverage e.g., waffles/pancakes, e.g., waffles/pancakes,
eggs, breakfast meats eggs, breakfast meats Upscale surroundings

Dedicated area with Appointments are Appointments are

modest restrictions well-proportioned to well-proportioned to
due to size and/or area size, with area size, with
placement of appropriate seating appropriate seating
appointments for the size of the for the size of the
establishment establishment
Limited seating is
available Television Television

Television

Meeting Rooms Not available Small (size of one to Expanded meeting Ample variety of Ample variety of
two guest rooms) space meeting rooms meeting rooms
e.g., ballroom, e.g., ballroom,
Decorative boardroom, theater, boardroom, theater,
appointments and/or meeting rooms of and/or meeting rooms of
various sizes various sizes

Comprehensive
Upscale appointments Luxuriously
facility
appointed, first-class
Comprehensive facilities
facility
Leading-edge effect
Latest technology
Comprehensive facility

Latest technology
Lodging Approval Requirements & Diamond Rating Guidelines Page 21

PUBLIC AREAS

Restrooms Not available Restroom available Decorative Upscale appointments First-class with
appointments luxurious appointments
Multiple restrooms in
Multiple restrooms in a convenient location Multiple restrooms in a
a convenient location (If property has expanded convenient location
(If property has expanded meeting facilities, then (If property has expanded
meeting facilities, then additional restrooms are meeting facilities, then
additional restrooms are available in proportion) additional restrooms are
available in proportion) available in proportion)
Multiple locations
Multiple locations

Signage Basic materials, Modestly enhanced Decorative materials, Intuitive, upscale Custom materials,
Throughout design materials, design design enhancements materials, design and Intuitive design
Property location
Limited locations Limited locations Ample locations Creatively placed for a
Ample locations leading-edge effect

Ample locations

Sundries & Shops Not available Modest selection of Dedicated sundry area Upscale gift shop Variety of first-class
amenities available at OR providing a wide shops
the front desk variety of OR
Conventional gift merchandise
OR shop offering a Property is
In vending machine moderate variety of OR conveniently
e.g., toothbrush/paste, merchandise Property is connected to
razors, mouthwash, e.g., health and beauty conveniently shopping area
shower caps, combs items, food, beverage, connected to
basic technology shopping area
accessories and reading
materials
Lodging Approval Requirements & Diamond Rating Guidelines Page 22

PUBLIC AREAS

Swimming Pool Not available Pool area reflects the Well-appointed with Well-appointed with Luxurious materials
use of modest decorative features upscale materials and
materials and design and enhanced design design Leading-edge
appointments
Limited amount of Good variety of Good variety of e.g., in-pool seating,
furniture in simple or comfortable, comfortable, sculptures, water feature,
mixed styles coordinated pool coordinated pool exotic plants and gardens,
stone/tile surfaces with
furniture furniture designer inlays

Includes at least one Good variety of

additional feature upscale pool furniture
e.g., hot tub, whirlpool
spa, steam room, sauna,
fountain, waterfall, zero- Includes at least one
entry, infinity edge, additional feature
children’s splash pad, e.g., hot tub, whirlpool
kiddie pool, water slide spa, steam room, sauna,
fountain, waterfall, zero-
Food and beverage entry, infinity edge,
children’s splash pad,
service is available kiddie pool
poolside
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 23

GUEST ROOMS

General Décor Style Predominantly basic Modest Significant Upscale materials, Luxurious materials
materials, design enhancements to enhancements to design and/or
materials, design materials, design function Leading-edge design
Minimal function and effect
and/or coordination Increased function Well-coordinated, Well-coordinated,
and/or coordination with increased with increased Exceptional degree of
Adequate level of functionality functionality comfort
comfort Enhanced level of
comfort Obvious degree of Exceptional degree of
comfort comfort

Comprehensive
design reflecting
streamlined, trendy,
contemporary or
traditional styles

Bed / Bedding Basic materials, Modestly enhanced Decorative headboard Upscale materials Luxurious materials
design (headboard, materials, design e.g., upholstered, multiple
bed base, mattress (headboard, bed base, textures, shelving, reading Oversize or custom Leading-edge effect
and bed covering) mattress and bed lights, oversize mural made headboard, bed
covering) base, mattress Bed linens have a
Bed linens are of e.g., quilted or soft top Mattress includes luxuriously soft, silk-
common blends, mattress, duvet comfort enhancement Bed linens are very like feel
e.g., pillow top, foam
thread counts (sheer, padding
soft to the touch and
coarse to touch, Bed linens are smooth tightly woven Pillows are of an
quilted spreads) to touch upscale grade
Bed linens are smooth
Pillows are of an e.g., down, natural
Pillows are of an to touch memory fibers, hypo-
Pillows are of a upscale grade
standard grade (thin enhanced grade (thick e.g., down, natural allergenic, gel
cluster fiber) Pillows are of an memory fibers, hypo-
polyester batting) enhanced grade (thick allergenic, gel Three accent features
cluster fiber) to bed linens
Three accent features e.g., triple sheeting,
Three accent features to bed linens overstuffed duvet,
to bed linens e.g., triple sheeting, skirting, wrapped box
e.g., triple sheeting, overstuffed duvet, spring, bed throw/scarf,
overstuffed duvet, skirting, wrapped box multiple pillows,
skirting, wrapped box spring, bed throw/scarf, embroidered pillow
spring, bed throw/scarf, multiple pillows, cases/shams
multiple pillows, embroidered pillow
embroidered pillow cases/shams
cases/shams
Lodging Approval Requirements & Diamond Rating Guidelines Page 24

GUEST ROOMS

Floor Coverings Basic materials, Modestly enhanced Decorative materials Highest grade Highest grade
design materials and distinctive design materials and upscale materials with custom
e.g., basic linoleum/sheet e.g., floating wood with patterns, design with patterns, inlays or textured
vinyl, plain ceramic tile, laminates, patterned textures or inlays textures or inlays enhancements
painted concrete, low linoleum/vinyl, e.g., enhanced wood e.g., wood, marble or e.g., wood, marble or
density pile carpet (with polished/stamped laminates, engineered other upscale stone floors, other upscale stone floors,
limited/no padding— concrete, carpet tiles, wood flooring, carpet, high density pile carpet high density pile carpet
floor feels hard) medium density pile ceramic/stone/glass tile, (with padding that (with padding that
carpet of simple terra cotta, luxury vinyl provides exceptional provides exceptional
design/pattern (with tile/plank comfort underfoot) comfort underfoot)
padding that provides
average comfort
underfoot)
Hard-surfaced floors Hard-surfaced floors Leading-edge design
have decorative area have upscale area and effect
rugs in seating areas rugs in seating areas
and other locations as and other locations as Hardwood or fine
appropriate appropriate quality tile/stone
surface at entry

Area rugs are

luxurious

Free Floor Space Obviously restricted Modest restrictions No restrictions, as Room size and Room size and
by size and/or due to size and/or placement of placement of placement of
placement of placement of appointments is well- appointments provide appointments provide
appointments appointments proportioned to room an obvious degree of an abundance of
size and traffic flow spaciousness allowing space that contributes
increased ease of to the ultimate level
movement for of comfort, privacy
multiple guests and relaxation for
multiple guests

Furniture Quality Basic materials, Modest Significant distinctive Upscale materials Luxurious materials
& Design design enhancements to enhancements to e.g., granite/stone, solid
materials, design materials, design wood, polished metals, Custom workmanship
Minimal function high-gloss lacquers,
veneer finishes with solid
and/or coordination Increased function Well-coordinated, wood accents, high-grade
Leading-edge design
and/or coordination with increased laminate insets and effect
Adequate level of functionality
comfort Enhanced level of Upscale design and/or Exceptional degree of
comfort Obvious degree of function comfort
comfort e.g., antiques, leather,
plush padding, designer
fabric, sculptured shape,
crisp line

Exceptional degree of
comfort
Lodging Approval Requirements & Diamond Rating Guidelines Page 25

GUEST ROOMS

Illumination ≥ Three lighting ≥ Three lighting ≥ Four lighting ≥ Four lighting ≥ Four custom lighting
fixtures reflect basic fixtures reflect fixtures reflect fixtures reflect fixtures of
materials, design modest decorative materials, upscale materials, outstanding quality
and/or functionality enhancements to design design
materials, design, Well-positioned from
Good level of overall functionality and/or Well-positioned from Well-positioned from multiple sources
illumination placement multiple sources multiple sources
Superior functionality
Good level of overall Good level of overall Superior functionality provides for ambience
illumination illumination at each provides for ambience options
key task area options e.g., dimmers, point
e.g., dimmers, point lighting, multiple
lighting, multiple switches, remote control
switches, remote control and/or natural light
and/or natural light sources
sources
Excellent level of
Excellent level of overall illumination
overall illumination
Leading-edge
illumination effect

Mirror Less than full length Full-length mirror Full-length mirror Full-length mirror Full-length mirror

Unframed/beveled Decorative Upscale frame/design Custom frame/design

OR frame/design enhancement enhancement
enhancement e.g., luxurious materials,
Simple metal/wood Multiple locations artistic design, oversized,
frame multiple viewing angles

Multiple locations

Seating Layout One chair Seating for two Seating for two Seating for three Seating for three
guests guests guests guests
Adequate level of e.g., loveseat, sofa or two e.g., loveseat, sofa or two
comfort Enhanced level of Enhanced desk chair chairs (in addition to desk chairs (in addition to desk
comfort (ergonomic or chair) chair)
coordinated with
décor) Enhanced desk chair Enhanced desk chair
(ergonomic or (ergonomic or
Chair positioned for coordinated with coordinated with
television viewing décor) décor)

Additional Chair positioned for Furniture layout

multifunctional television viewing clearly designed for
seating option small grouping
Additional
Obvious degree of multifunctional Two additional
comfort seating option furniture pieces

One additional Exceptional degree of

furniture piece comfort

Exceptional degree of
comfort
Lodging Approval Requirements & Diamond Rating Guidelines Page 26

GUEST ROOMS

Hang Space for Open wall-mounted Recessed area or Fully enclosed area or Upscale quality Upscale quality
Clothing clothes rack modestly enhanced, enhanced quality enclosure enclosure
freestanding armoire freestanding armoire
Basic wire, Closet can enclose full- Closet can enclose
plastic/non- Detachable wood or Closet can enclose length apparel full-length apparel
detachable hangers heavy metal/plastic full-length apparel
hangers Matching, open-hook, Comprehensive
Drawers/shelving Matching, open-hook, wood/sculptured selection of hangers
available Drawers/shelving wood/sculptured plastic hangers (heavy for ≥ three guests
available plastic hangers (heavy gauge with metal
gauge with metal hook) At least two satin
hook) hangers
Some with skirt or pant
Some with skirt or hanging attachments Closet is illuminated
pant hanging
attachments Ample supply (for two Three or more
guests) additional features
Ample supply (for two e.g., illumination,
guests) Two or more additional drawers, shoe rack, walk-
features in capability, two or more
shelves, upgraded luggage
e.g., illumination,
racks/designer style
drawers, shoe rack, walk-
benches
in capability, two or more
shelves, upgraded luggage
racks/designer style
benches

Television Type ≤ 32-inch screen > 32-inch flat-panel ≥ 40-inch flat-panel ≥ 43-inch flat-panel > 43-inch flat-panel
& Placement
Channel directory Channel directory Channel directory Seamlessly integrated
with room design
Two additional Cables and cords are Cables and cords are
features hidden from view hidden from view Channel directory
e.g., all-in-one multimedia
hub, high-definition Three additional Four additional Cables and cords are
channels, free/pay movie features features hidden from view
channels, digital
e.g., all-in-one multimedia e.g., all-in-one multimedia
art/property information,
hub, high-definition hub, high-definition Five additional
mood effects, multiple
channels, free/pay movie channels, free/pay movie features
viewing angles, acoustic
channels, digital channels, digital
board, smart TV e.g., all-in-one multimedia
art/property information, art/property information,
functionality, streaming hub, high-definition
mood effects, multiple mood effects, multiple
capability, surround channels, free/pay movie
viewing angles, acoustic viewing angles, acoustic
sound channels, digital
board, smart TV board, smart TV
art/property information,
functionality, streaming functionality, streaming
mood effects, multiple
capability, surround capability, surround
viewing angles, acoustic
sound sound
board, smart TV
functionality, streaming
capability, surround
sound
Lodging Approval Requirements & Diamond Rating Guidelines Page 27

GUEST ROOMS

Work Space / Minimal area Medium-size desk or Large-size desk, task Large-size desk, task Large-size desk, task
Writing Surface e.g., small wall-mounted task table table or alternative table or alternative table or alternative
writing surface or small work/writing surface work/writing surface work/writing surface
task table
(A work space /
writing surface is Electrical outlet and Multiple electrical Multiple electrical
judged on the basis of USB port at desktop outlets and USB ports outlets and USB ports
available space) (for guest use) at desktop at desktop

Work space is
appropriately
enhanced by unique
style/design

Uncluttered, with
efficient functionality

Ventilation Window style air- Heat and air Conveniently located Central system Central system
conditioning units conditioning available through-wall HVAC
on demand units Digital thermostat Quiet and
Heat and/or air control on wall inconspicuous form
conditioning available Conveniently located Modern and quiet and function
on a seasonal basis as through-wall HVAC
needed units Digital thermostat Digital thermostat
control on wall control on wall
Easily accessible
controls

Wall Coverings Basic materials, Modest Decorative Decorative Decorative

design enhancements enhancements enhancements enhancements
e.g., drywall with basic e.g., knockdown, orange e.g., expert-smooth e.g., expert-smooth e.g., expert-smooth
paint finish or plain vinyl peel, comb, slap brush painted drywall, painted drywall, painted drywall,
coverings plaster/Venetian plaster, plaster/Venetian plaster, plaster/Venetian plaster,
Carpeted baseboards vinyl coverings/wood vinyl coverings/wood vinyl coverings/wood
Rubber or vinyl planks/veneers/stone, planks/veneers/stone, planks/veneers/stone,
baseboards accent wall(s) accent wall(s) accent wall(s)

Wood, ceramic tile or One upscale design Multiple design

enhanced composite enhancement enhancements
baseboards e.g., furniture-finish wood e.g., furniture-finish wood
planking, soft wall planking, soft wall
coverings, crown/cove coverings, crown/cove
molding, wainscot, molding, wainscot,
architectural feature architectural feature

Oversize (>4”) Leading-edge effect

wood/stone
baseboards Oversize (>4”)
wood/stone
baseboards
Lodging Approval Requirements & Diamond Rating Guidelines Page 28

GUEST ROOMS

Decorative Poster(s) or common Common artwork Well-coordinated, Well-coordinated, Well-coordinated,

artwork with with enhanced decorative framed upscale framed luxurious framed
Enhancements
unframed/thin, frame(s) -Or- other artwork or artwork or artwork or
un-enhanced wood, modest appointments appointments that appointments appointments
metal, or plastic e.g., live plants, floral provide distinctive
frame(s) displays, prints, assorted appeal Varied assortment of Varied assortment of
pieces, sculptures, accent styles and accent styles and accent
wall, water features,
Common knickknacks fireplace
pieces that provide a pieces that provide a
thematic upscale leading edge or
appeal 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 Modestly enhanced Decorative The overall Custom design,
covering provides for materials, design or enhancements to treatments are luxurious materials
guest privacy function design upscale and provide a
e.g., blackout effect, e.g., blackout effect, significant visual Leading-edge effect
blinds, full-length drapes, blinds, full-length drapes, interest e.g., power operation,
shutters, sheers, fabric shutters, sheers, fabric special tinting or effect
side panels, rods with side panels, rods with
finials, valance, glass finials, valance, glass
treatment, cornice treatment, cornice

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 29

BATHROOMS

General Décor Style Predominantly basic Modest Significant Upscale materials, Luxurious materials
materials, design enhancements to enhancements to design and/or
materials, design materials, design function Well-coordinated,
Minimal function with increased
and/or coordination Increased function Well-coordinated, Well-coordinated, functionality to
and/or coordination with increased with increased provide leading-edge
Adequate level of functionality functionality design and effect
comfort Enhanced level of
comfort Obvious degree of Exceptional degree of Exceptional degree of
comfort comfort comfort

Comprehensive
design reflecting
streamlined, trendy,
contemporary or
traditional styles

Counter/ Shelf Basic materials, Modestly-enhanced Decorative materials, Upscale materials, Upscale materials,
Space; Available design materials, design design design design
e.g., glass shelving, metal, e.g., poured acrylic, e.g., quartz, granite e.g., marble or other solid e.g., marble or other solid
or sheet laminate cultured marble/granite, stone stone
ceramic tile ≥6 sq. ft.
≥ 8 sq. ft. ≥ 8 sq. ft.
≥ 3 sq. ft.
Multiple counters Multiple counters
and/or shelves and/or shelves

Leading-edge effect

Floor Coverings Basic materials, Modestly enhanced Decorative materials Highest grade Highest grade
design materials, design and design with materials and upscale materials
e.g., basic linoleum/sheet e.g., ceramic tile, patterns, textures or design e.g., solid wood, antique
vinyl, painted concrete patterned linoleum/vinyl inlays e.g., solid wood, antique reclaimed tiles, pebble
e.g., enhanced wood reclaimed tiles, pebble mosaics, marble,
laminates, engineered mosaics, marble, granite/other upscale
wood flooring, granite/other upscale stone floors
ceramic/stone/glass tile, stone floors
polished/stamped Luxurious area rug(s)
concrete, terra cotta, Area rug(s) as as appropriate
luxury vinyl tile/plank appropriate
Custom inlays or
textured
enhancements

Leading-edge design
and effect
Lodging Approval Requirements & Diamond Rating Guidelines Page 30

BATHROOMS

Free Floor Space Obviously restricted Modest restrictions No restrictions, as Room size and Room size and
by size and/or due to size and/or placement of placement of placement of
placement of placement of appointments is well- appointments provide appointments provide
appointments appointments proportioned to room an obvious degree of an abundance of
(If vanity area is separate size and traffic flow spaciousness, space that contributes
from the toilet area, it is (If vanity area is separate allowing increased to the ultimate level
positioned in plain view of from the toilet area, it is ease of movement of comfort and
the guest room) positioned in restricted relaxation for multiple
view from the rest of the
guest room)
guests

Illumination Basic lighting fixtures Modestly enhanced Decorative lighting Upscale design and Upscale design and
e.g., box/egg crate style, lighting fixtures fixtures materials materials
Hollywood bulbs e.g., enhanced plastic
cover, tube lighting Multiple locations Multiple locations Multiple locations

Illuminated shower Illuminated shower

Excellent level of Custom function(s)

overall illumination at provides for ambience
each location options
e.g., dimmers, point
lighting, multiple
switches, and/or natural
light sources

Leading-edge
illumination effect

Mirror Basic materials, Modest design/size Decoratively Upscale materials, Upscale materials,
design enhancement framed/designed design design
e.g., framed, beveled, e.g., floating, illuminated
etched Makeup mirror Leading-edge effect
Proportionately sized e.g., television, defogger
Proportionately sized
Illuminated makeup
mirror

Personal Care Two small-size bars of Two medium-size bars Multi-piece personal Multi-piece personal Comprehensive and
soap (or equivalent) of soap (or care package includes: care package includes: luxurious selection of
(If eco-friendly options equivalent) • Two large-size bars • Two large-size bars fashionable bath
exist, dispensers must One packet or bottled of soap of soap products
coordinate with item Two bottled items • Three bottled items • Four bottled items
General Décor Style as • Two additional Ample-size bars of
described previously) Decorative items soap and bottled
presentation items
Enhanced by
fragrance, natural Leading-edge effect
supplement,
packaging, etc. Scale

Upscale presentation
Lodging Approval Requirements & Diamond Rating Guidelines Page 31

BATHROOMS

Shower Basic materials, Modest materials, Decorative materials, Upscale materials, Leading-edge effect
design design enhancement design design
Curtain/Door e.g., plastic or vinyl e.g., linen texture, hemp, Double curtain
curtain Lightweight curtain Double curtain cotton/cotton-poly blend -Or- heavyweight glass
e.g., vinyl/polyester -Or- glass door with door with/without
Or- lightweight glass aluminum frame Double curtain metal frame
door with aluminum -Or- door-less design -Or- heavyweight glass
frame door with/without Additional luxury
metal frame enhancement
-Or- door-less design (etched, frosted,
embossed, tinted,
upscale custom
hardware, etc.)

Shower Fixtures Metal or plastic Metal or plastic Decorative materials, Upscale materials, Upscale materials,
design and enhanced design design
Basic design, single Adjustable settings function
function e.g., rain showerhead, One custom water Multiple custom
oversize wall-mounted feature water features
showerhead, massage e.g., body jets, hand-held e.g., body jets, hand-held
feature sprayers, multiple sprayers, multiple
showerheads, oversize showerheads, oversize
ceiling rain shower, panel ceiling rain shower, panel
systems, steam shower systems, steam shower

Sink Basic materials, Modest enhancement Decorative materials, Upscale materials Upscale materials
design to materials, design design and/or functionality and/or functionality
e.g., under-mounted, e.g., glass, stainless steel, e.g., glass, stainless steel,
Wall-mounted Wall-mounted, vanity pedestal, vessel colored vitreous china, colored vitreous china,
(no base) style brass, nickel, copper, brass, nickel, copper,
marble, real/synthetic marble, real/synthetic
stone stone
Self-rimming
porcelain/porcelain on
Multiple sinks
steel
-Or- seamless poured
acrylic or cultured
marble/granite

Toilet Basic design Two-piece, elongated Two-piece, elongated Upscale design Upscale design
(with lid) (with lid) -Or- increased -Or- increased
Two-piece, round functionality functionality
(with/without lid) Decorative design
enhancement Recessed area Enclosed toilet-only
area
Lodging Approval Requirements & Diamond Rating Guidelines Page 32

BATHROOMS

Towels Basic, lightweight Modest Modest Upscale design, Luxurious

enhancements in enhancements in heavyweight appearance, with
Rough to touch design, lightweight design, medium intricate and detailed
weight Plush to touch enhancements to
Low absorbency Rough to touch design
Soft to touch Firm, self-supporting
Displayed on caddies Low absorbency feel Heavyweight
Medium absorbency
Displayed on bars Premium cotton with Plush to touch
and/or shelves Displayed on bars high absorbency
and/or shelves Firm, self-supporting
feel

Premium cotton with

high absorbency

Generous-size towels
or bath sheets

Tub Basic materials Basic materials Decoratively Upscale materials, Upscale materials,
(If available) e.g., fiberglass, acrylic, e.g., fiberglass, acrylic, enhanced materials, design design
porcelain on steel porcelain on steel design e.g., oversize (> 5ft. length e.g., oversize (> 5ft. length
x 2.5 ft. width), oval, x 2.5 ft. width), oval,
Straight sided Standard size (5 ft. Standard size (5 ft. round/free form round/free form
rectangular design length x 2.5 ft. width) length x 2.5 ft. width)
And/or enhanced And/or enhanced
< 5 ft. length functionality functionality
e.g., water jets, handheld e.g., water jets, handheld
-Or- one-piece sprayer sprayer
fiberglass tub and
shower surround Leading-edge effect
combination e.g., two-person
capability, European
soaking style, contoured
back, built-in lumbar back
support

Tub / Shower Basic materials, Modest enhancement Decorative materials, Upscale materials, Upscale materials,
Surround design to materials, design design design design
e.g., fiberglass, metal e.g., acrylic, ceramic tile,
cultured marble/granite Ceramic tile/solid Solid surface Solid surface
surface e.g., marble, granite, e.g., marble, granite,
stone or glass/porcelain stone or glass/porcelain
Tub and shower tiles tiles
height soap dishes
Tub and shower Leading-edge effect
height soap dishes
Custom treatment
Integrated
seating/shelving
Lodging Approval Requirements & Diamond Rating Guidelines Page 33

BATHROOMS

Wall Coverings Basic materials, Modest Decorative Decorative Decorative

design enhancements enhancements enhancements enhancements
e.g., drywall with basic e.g., knockdown, orange e.g., expert-smooth e.g., expert-smooth e.g., expert-smooth
paint finish or plain vinyl peel, comb, slap brush painted drywall, painted drywall, painted drywall,
coverings plaster/Venetian plaster, plaster/Venetian plaster, plaster/Venetian
Tiled baseboards vinyl coverings/wood vinyl coverings/wood
planks/veneers/stone, planks/veneers/stone,
plaster, vinyl
Rubber or vinyl coverings/wood
baseboards accent wall(s) accent wall(s)
planks/veneers/stone,
Wood/ceramic tile or One upscale design accent wall(s)
enhanced composite enhancement
baseboards e.g., furniture-finish wood Multiple design
planking, crown/cove enhancements
molding, wainscot, e.g., furniture-finish wood
architectural feature planking, crown/cove
molding, wainscot,
Oversize (> 4”) architectural feature
wood/stone
baseboards Oversize (> 4”)
wood/stone
baseboards

Leading-edge effect

Decorative One modest One piece of Upscale artwork Upscale artwork

Enhancements appointment decorative artwork -Or- other -Or- other
-Or- other decorative appointments that appointments that
appointment provide a distinctive provide a distinctive
or thematic upscale or thematic upscale
appeal 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 34

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:
• PHONE OPERATIONS
• ARRIVAL AND DEPARTURE
• CHECK IN/OUT
• LUGGAGE ASSISTANCE
• ROOM DELIVERY
• HOUSEKEEPING
• GENERAL / 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 35

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 36

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 37

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 38

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 39

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 40

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.

Diamond
ELIGIBILITY CRITERIA FOR SEPARATE LODGING LISTING 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 41

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 42

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:

AAA Inspections & Diamond Ratings

1000 AAA Drive, Mailstop 51
Heathrow, FL 32746-5063

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.
Lodging Approval Requirements & Diamond Rating Guidelines Page 43

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.

AAA Customer Service

407-444-8370, Option 2
AAAListings@national.aaa.com
M-F, 8:30 a.m.-5:15 p.m. (ET)

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.

AAA Appeals Committee

1000 AAA Drive, Mailstop 51
Heathrow, FL 32746-5063

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.
Lodging Approval Requirements & Diamond Rating Guidelines Page 44

Establishments in all areas of the U.S. (excluding Southern California; see below), Canada, Mexico and the Caribbean
should contact AAA at:

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

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