Hotel Requirements
& Diamond Guidelines
Professional On-Site Inspections Since 1937
TABLE OF CONTENTS
THE INSPECTION PROCESS
Part 1: Apply for an inspection
What to expect during the AAA on-site inspection
Part 2: Fulfill AAA Diamond Program requirements
Diamond Program requirements and Diamond Guidelines – what’s the difference? Part 3: Achieve your AAA Diamond designation
AAA Diamond Program
What the Diamond designations mean
Glossary
Exterior
Public Areas
Guest Rooms
Bathrooms
AAA Four and Five Diamond designations
- F our and Five Diamond Service Expectations
- A AA Hospitality Standards
Section Two
THE LISTING
AAA Hotel Listings: Rich in Inspection Details
Eligibility Criteria for Separate Hotel Listing
FYI Designation
Classifications and Subclassifications
Accessibility
Member Comment Procedures
The AAA Appeals Process
Green Programs
Contact Information
Section Three
AAA Diamond Program
Section One
Hotel Requirements & Diamond Guidelines2
Hotel Requirements & Diamond Guidelines3
Section One
AAA DIAMOND
PROGRAM
For more than 80 years, our AAA Diamond program has provided independent and trusted travel guidance for our members and B2B travel groups.
AAA’s 62 million members book more than 31% of all paid room nights in North America, and they rely on our assurance that every Diamond-designated property has met our standards for guest safety and housekeeping.
Our team of professionally trained experts perform unannounced inspections that include both physical examination and scientific measurement to ensure cleanliness and conditions that meet member expectations.
54,000 hotels and restaurants are currently Diamond-designated from Approved to Five Diamond based on the quality of the experience, range of amenities and level of hospitality members can expect.
More informative, consistent, and reliable than unverified user ratings, AAA Diamonds help members find the perfect fit for their travel occasion and budget.
Travelers rely on the quick-glance AAA Diamond designation and the full picture descriptive details found in AAA travel information and trip planning tools.
This means exposure for designated properties to AAA 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.
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 Diamond Program requirements and receive the AAA Diamond designation.
3. Achieve your AAA Diamond designation calculated from objective scores recorded during the inspection and subjective elements based on the inspector’s professional experience and training.
By applying for – and/or consenting to – an inspection, you agree to allow AAA to publish your property information and the respective Diamond designation in our digital and printed travel information. Currently listed establishments need not reapply, as our inspectors routinely reassess AAA Diamond properties.
To expedite the application process, we suggest the following approach:
• Verify your property’s eligibility by reviewing the AAA Diamond Program requirements. Properties must meet all Diamond Program requirements to be valid applicants.
• Complete and submit the Hotel Inspection Application (pdf). • Complete and submit the Hotel Application Processing Fee Form (pdf). The nonrefundable 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:
• P REFERRED LOCATION
• NE WLY BUILT / RENOVATED
• REP UTATION
• HIGH DE GREE OF CLEANLINESS AND COMFORT
• AP PROPRIATELY 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 Diamond properties and those designated as FYIs.
PART 1: APPLY FOR AN INSPECTION
For more information, review our Applications FAQ.
Hotel Requirements & Diamond Guidelines4
For more information, review our Inspections FAQ.
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.
What to Expect During the AAA On-Site Inspection
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.
FIRST: PROPERTIES MUST MEET ALL AAA DIAMOND PROGRAM
REQUIREMENTS TO BE DESIGNATED AS A AAA DIAMOND PROPERTY.
Assessment Summary
AAA will provide you an Inspection Summary by email which includes your property’s status and the Diamond designation (if applicable)*.
*This valuable information is unique to the AAA inspection process. Additional inspection detail is available for a small fee by request. Visit AAA.com/Diamonds.
Hotel Requirements & Diamond Guidelines5
Diamond Program requirements are common-sense qualifications AAA/CAA members say are essential to their satisfaction and professional operators routinely seek to achieve.
Second, During evaluations, inspectors assess each attribute of the property against a common set of guidelines and assign the most appropriate designation that will provide the best match in meeting AAA member expectations. The property will then be assigned a Diamond designation.
More details on the requirements and designation guidelines are found on the next pages.
AAA DIAMOND PROGRAM REQUIREMENTS REFLECT THE MINIMUM ACCEPTABLE STANDARDS AS ESTABLISHED THROUGH MEMBER FEEDBACK*. *This research is unique to the AAA inspection process.
To be designated as a AAA Diamond property, an establishment must pass inspection by meeting the following requirements:
Cleanliness and Condition
1. All f acilities 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 sta ys.
3. Basic h ousekeeping services and supplies are available on request.
4. All in door areas are properly heated, air-conditioned and/or ventilated to ensure guest comfort.
Management and Style of Operation
Businesses will:
5. P rovide AAA/CAA members value in all aspects of operation.
6. C ater primarily to transient rather than residential guests, with four or more private units available for AAA/CAA members.
7. Maintain c ompliance with all local, state and federal codes.
Owners/Operators will:
8. A ssist AAA in the resolution of AAA/CAA member complaints.
9. A ccommodate unannounced AAA property inspections within 20 minutes of notice.
10. C onduct business in a professional and ethical manner — providing attentive, conscientious service to guests.
11. Pla ce AAA/CAA members in AAA inspected guest units only. Overflow buildings or guest units associated with the property, but not inspected by AAA, are not acceptable accommodations.
12. P rovide a responsible representative readily accessible at all times to address guest needs or requests.
13. P rovide guests 24-hour access to communications for emergency or critical information.
Owners/Operators will not:
14. Use A AA branding (logo, Diamond designations, badges) without AAA’s explicit permission.
Exterior and Public Areas
Businesses will have:
15. A ccurate, legible signage in appropriate areas (e.g., entry, corridors, walkways, stairways, landings, parking areas).
16. Good illumination in all public ar eas (e.g., entry, corridors, walkways, stairways, landings, parking areas).
17. P rocedures in place to ensure all facilities associated with a property and provided for guest use (e.g., restaurant, h ealth club, gift shop, recreational facilities) meet all appropriate AAA Diamond Program requirements.
Guest Rooms
Each guest unit will have:
18. A c lean and comfortable bed with a mattress pad, two sheets, two pillows with pillowcases, and an appropriate bed c overing.
19. A nightstan d or equivalent by each bed, a chair, a waste container, drawers/shelving and a clothes-hanging area.
20. A dequate shades, drapes, blinds or treatments to cover all windows or other transparent areas to provide guest privacy.
21. An a dequate level of soundproofing to muffle exterior sounds.
22. An a ctive light switch at the main entry.
23. Good o verall illumination to include direct lighting at a chair, stationary writing surface (if present) and at each bed.
PART 2: FULFILL AAA DIAMOND PROGRAM REQUIREMENTS
Hotel Requirements & Diamond Guidelines6
24. E xterior/hallway facing door(s) equipped with a functional primary lock and a secondary deadbolt lock.
25. W orking deadbolt lock(s) on each door to connecting guest units or maintenance corridors.
26. A vie wport or window (convenient to the door) for each entry door.
27. A w orking lock for each window in a ground floor unit.
28. A w orking smoke detector.
Guest Bathrooms
Each guest unit will have:
29. A pr ivate bathroom solely dedicated for use by the guest(s).
30. A t oilet, sink with adequate shelf space, mirror, convenient electrical outlet and a tub/shower with a non-slip surface.
31. Good o verall illumination to include direct lighting at the mirror(s).
32. T wo bath towels, two hand towels, two face cloths and two cups/glasses.
33. T oilet tissue, a cloth bath mat, and two bars of soap or equivalent.
34. Non-por ous surfaces (e.g., floors, walls, baseboards) in all toilet areas.
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.
AAA DIAMOND PROGRAM REQUIREMENTS AND DIAMOND GUIDELINES - WHAT’S THE DIFFERENCE? AAA’s Diamond Program comprises two distinct components. The Diamond Program requirements are uncompromising, mandatory standards that result in one of two outcomes: achieving a AAA Diamond designation or not. The Diamond Guidelines, applied only to properties that meet the Diamond Program requirements, are somewhat flexible. The overall designation 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 Diamond Program requirements to be designated as a AAA Diamond property.
Diamond Program 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 Guidelines for a particular designation to be assigned that Diamond designation.
The Diamond Guidelines reflect attributes typically — but not universally — observed throughout a lodging industry segment.
Therefore, the lack of some components listed for a Diamond designation does not necessarily preclude the achievement of that designation. During evaluations, inspectors assess each attribute of the property and assign the most appropriate designation that will provide the best match in meeting AAA member expectations.
Not all guidelines apply to all property types. For example, a swimming pool is not expected at a bed and breakfast, but is essential at a resort hotel. Additionally, downtown hotels may lack extensive landscaping features in comparison to what is typical in more rural locations. AAA inspectors apply only those Diamond Guidelines applicable for the property classification.
Hotel Requirements & Diamond Guidelines7
AAA DIAMOND PROGRAM
AAA DIAMOND DESIGNATIONS FOR HOTELS REPRESENT A COMBINATION OF THE OVERALL QUALITY, RANGE OF FACILITIES, AND LEVEL OF HOSPITALITY OFFERED BY A PROPERTY. The widely recognized and trusted AAA Diamond designations help members choose hotels that will meet their needs and expectations.
AAA’s Diamond Guidelines indicate what is typically found at each designation level — from simple economy to highly personalized luxury. The Diamond designation 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 Diamond designation may have variations in the attributes offered, a predominance of characteristics drives the Diamond designation.
The inspector’s Diamond designation recommendation is based on both the Diamond Guidelines and professional judgment — an essential component of the assessment. Our inspectors are North America’s travel experts, immersed in the hospitality industry on a daily basis as they conduct more than 24,000 hotel inspections per year.
PART 3: ACHIEVE YOUR AAA DIAMOND DESIGNATION
What the Diamond designations mean:
Hotel Requirements & Diamond Guidelines8
When you see the following terms used in the following Diamond Guidelines pages, please refer back to this page for more information.
• Connective Technology/Connectivity – The integration of technology and information systems that allow guests and hotel operators to interact effectively.
• 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.
Glossary
Key Notes:
• Additional Impressions – All areas may be subject to point additions/subtractions related to key member experience factors 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 measured on a Diamond scale, but are factored into the overall property designation based on availability and/ or general quality according to AAA member expectations for the designation level. • Exceptions – Not all of the Diamond Guidelines will apply to all property types. AAA inspectors will only use the sections of the Diamond Guidelines that are appropriate for the property classification in assessing the overall Diamond designation. If an attribute exists at the property, it will be measured accordingly.
Hotel Requirements & Diamond Guidelines9
Exterior
GENERAL
CURB
APPEAL
BUILDING
STRUCTURE &
DESIGN
LANDSCAPING
Increased quantity,
variety and/or
coordination of
materials
Modest design and
effect
Modest
enhancements to
materials, design
and/or function
e.g., roof mansard,
gable, cupola,
window shutters/
sashes, siding,
columns, railings
Decorative materials
Well-coordinated
and distinctive
design
Significantly
enhanced design
effect
Significant
decorative
enhancements to
materials, design
and/or function in
the most prominent
structural areas,
such as the façade
Obvious distinctive
effect
e.g., enhanced roofs,
window treatments/
moldings, stone/
veneer accents or
balconies
Upscale materials
Substantial, cohesive
and impressive
design
Upscale effect
Upscale
enhancements
Substantial, cohesive
and impressive
design and effect
throughout the
property footprint
Luxurious materials
Leading-edge design
and effect
Grand architectural
features
Leading-edge
design and effect
throughout the
property footprint
Modest
enhancements to
quantity, variety
of plants and/or
landscape materials
Some surroundings
reflect a coordinated
design of moderate
visual interest
Significant,
decorative
enhancements to
quantity, variety
of plants and/or
landscape materials
Overall decorative
design
Creates an obvious
visual interest in
most areas
The entire grounds
are professionally
planned and
manicured with
an extensive use of
appropriate, mature
plants and landscape
materials
Cohesive, upscale
design that
withstands seasonal
weather conditions
At least one upscale
accent feature
e.g., statuary, water
feature, serenity
garden
Luxuriant landscape
materials
Leading-edge design
and effect that
withstands seasonal
weather conditions
Multiple upscale
accent features
are meticulously
integrated by design
e.g., statuary, water
feature, serenity
garden
Exterior
MAIN
ENTRANCE
Modest
enhancements to
materials, design
and/or function
Covered entry door
If covered entry
has drive-through
capability, capacity
is limited to one-car
width
One additional
feature
e.g., bench seating,
double entry doors,
automatic entry
doors, revolving
doors, entry
vestibule, enhanced
façade or driving
surface
Significant
decorative
enhancements to
materials, design
and function
Covered drive-
through entry
capacity is
appropriate for the
size of the lodging
(minimum two-car
width or depth)
At least three
additional features
e.g., bench seating,
double entry doors,
automatic entry
doors, revolving
doors, entry
vestibule, enhanced
façade or driving
surface
Upscale materials,
design
Covered drive-
through entry with
capacity greater than
two-car width and
depth
At least three
additional features
e.g., bench seating,
double entry doors,
automatic entry
doors, revolving
doors, entry
vestibule, enhanced
façade or driving
surface
Luxurious materials
Leading-edge design
and effect
Covered drive-
through entry with
capacity greater than
two-car width and
depth
Expanded drive or
courtyard
Additional Guest Impressions and Features
The following items are not assigned a Diamond designation, but are factored into the overall assessment 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 and convenient parking for guest vehicles.
Hotel Requirements & Diamond Guidelines11
Public Areas
GENERAL VIBE
(DÉCOR STYLE
& AMBIENCE)
FREE FLOOR
SPACE
FURNITURE
QUALITY &
DESIGN
Modest
enhancements to
materials and/ or
design
Increased function
and/or coordination
Enhanced level of
comfort
Obvious restrictions
due to size and/
or placement of
appointments;
constricted
appearance
Distinctive style
Significant
enhancements to
materials and/or
design
Well-coordinated,
with increased
functionality; open-
concept designs
that facilitate social
interaction
Obvious degree of
comfort
Limited restrictions,
as placement of
appointments is
well-proportioned to
area size and traffic
flow
Upscale materials,
design and/or
function
Well-coordinated,
with increased
functionality; open-
concept designs
that facilitate social
interaction
Exceptional degree
of comfort
Area size and
placement of
appointments
provide an
obvious degree
of spaciousness
allowing increased
ease of movement
for guests
Luxurious materials
Leading-edge design
and effect
Exceptional degree
of comfort
Area size and
placement of
appointments
provide an
abundance of space
that contributes to
the ultimate level
of comfort and
relaxation
Modest
enhancements to
materials or design
Increased function
and/or coordination
Provides an
adequate level of
comfort
Significant
enhancements to
materials or design
Well-coordinated
with increased
functionality
Provides an
enhanced degree of
comfort
Upscale materials
e.g., granite/stone,
solid wood, polished
metals, high-gloss
lacquers, veneer
finishes with solid
wood accents,
high-grade laminate
insets
Upscale design and/
or function
e.g., antiques,
leather, plush
padding, designer
fabric, sculptured
shape, crisp line
Exceptional degree
of comfort
Luxurious materials
Custom
workmanship
Leading-edge design
and effect
Exceptional degree
of comfort
GUEST
SERVICE
AREA(S)
Enhanced front desk
e.g., size or design
Multiple guest
service capability
Enhanced front
desk/pods/alternative
check-in methods
Multiple guest
service capability
Part of a spacious
common area
Uniformed staff
Enhanced front
desk/pods/alternative
check-in methods
Multiple guest
service areas
e.g., front desk, bell
stand, concierge,
video kiosk
Part of a spacious
common area
Uniformed staff
Enhanced front
desk/pods/alternative
check-in methods
Multiple guest
service areas
e.g., front desk, bell
stand, concierge,
video kiosk
Part of a spacious
common area
Uniformed staff
Staffed concierge
area (minimum 16
hrs./day and 7 days/
week)
ILLUMINATION
SEATING
LAYOUT
Modestly enhanced
design, materials,
positioning and/or
function
Good level of overall
illumination
Decorative and well-
coordinated design,
materials and/or
function
Well-positioned
Good level of overall
illumination
Fixtures reflect
upscale design
Well-positioned
Excellent level of
overall illumination
enhances the
intended use of the
space
Custom fixtures of
outstanding quality
Well-positioned
Excellent level of
overall illumination
enhances the
intended use of the
space
Leading-edge
illumination effect
that provides day/
night transition
Expanded overall
capacity
Multipurpose hard
and soft seating
Expanded overall
capacity
Expanded capacity
for each function
(soft seating, dining,
workspaces)
Expanded overall
capacity
Expanded capacity
for each function
(soft seating, dining,
workspaces)
Multiple
conversational
groupings
One semi-private
area (away from
traffic flow)
Expanded overall
capacity
Expanded capacity
for each function
(soft seating, dining,
workspaces)
Multiple
conversational
groupings
Multiple semi-private
areas (away from
traffic flow)
Hotel Requirements & Diamond Guidelines13
DECORATIVE
ENHANCEMENTS
Common artwork
with enhanced
frame(s) -Or-
other modest
appointments
e.g., live plants, floral
displays, prints,
assorted pieces,
sculptures, accent
wall, water features,
fireplace
Well-coordinated,
decorative
framed artwork or
appointments that
provide distinctive
appeal
e.g., live plants, floral
displays, prints,
assorted pieces,
sculptures, accent
wall, water features,
fireplace
Well-coordinated,
decorative
framed artwork or
appointments
Varied assortment
that provides a
thematic upscale
appeal
e.g., live plants, floral
displays, prints,
assorted pieces,
sculptures, accent
wall, water features,
fireplace
Well-coordinated,
decorative
framed artwork or
appointments
Varied assortment
that provides a
thematic upscale
appeal
Variety of styles and
accent pieces
e.g., custom artwork,
limited edition prints,
canvas art, tapestries,
or lithographs with
enhanced matting
and preservation
frames, assorted
artisan pieces,
sculptures
CONNECTIVE
TECHNOLOGY
Wireless internet
access available
throughout the
property
e.g., multiple routers,
consistent signal
strength
Convenient electrical
outlets
Wireless internet
access available
throughout the
property
e.g., multiple routers,
consistent signal
strength
Convenient electrical
outlets
Workspaces with
USB or other
alternative charging
capability
Additional
connectivity options
e.g., interactive
electronic reader
board with local
information,
boarding pass kiosk,
device available for
electronic check-in/
check-out, RFID keys,
mobile device check
in
Superior internet
speed and capacity
available throughout
the property
e.g., multiple routers,
consistent signal
strength
Remote guest
service access
through mobile
device
One additional
technology feature
e.g., mobile device
room key access,
wireless charging
systems, advanced
business computing
equipment
Superior internet
speed and capacity
available throughout
the property
e.g., multiple routers,
consistent signal
strength
Advanced guest
connectivity
capability across all
guest interactions
(front desk, bell
service, concierge,
maintenance, food
and beverage,
housekeeping,
recreation)
One additional
technology feature
e.g., mobile device
room key access,
wireless charging
systems, advanced
business computing
equipment
Leading-edge
technology
Hotel Requirements & Diamond Guidelines14
ELEVATOR
Elevator is available
for guest use in all
multi-story buildings
Landing includes
at least one accent
feature
e.g., chair/sofa, table,
lamps/wall sconce,
phone, artwork,
mirror, flowers/plants
Elevator is available
for guest use in all
multi-story buildings
Elevator includes
decorative
appointments
Landing includes
multiple accent
features
e.g., chair/sofa, table,
lamps/wall sconce,
phone, artwork,
mirror, flowers/plants
Multiple elevators
Upscale
appointments
Landings are
recessed and include
multiple accent
features
e.g., chair/sofa, table,
lamps/wall sconce,
phone, artwork,
mirror, flowers/plants
Additional service
elevator is available
for staff use
Multiple elevators
Elevator cabs have
additional features
e.g., high speed,
destination dispatch,
dual call button
panels, television,
music, card key
access, voice
indicators
Landings are
recessed and include
multiple accent
features
e.g., chair/sofa, table,
lamps/wall sconce,
phone, artwork,
mirror, flowers/plants
Additional service
elevator is available
for staff use
Leading-edge effect
Hotel Requirements & Diamond Guidelines15
EXCERCISE
FACILITY
Designated room
on site
Three pieces of
cardio/strength
equipment
At least four
amenities:
Mirrors
Television
Water cooler
Towels
Clock
Sanitizer
Designated room
on site
Four or more pieces
of professional grade
equipment
Mirrors
Television
Water cooler
Towels
Clock
Sanitizer
Additional personal
training options
e.g., free weights,
benches, floor mats,
physio balls, toning
bars/rollers
Specialized, high-
impact flooring
Multiple televisions
or individual
televisions for each
piece of cardio
equipment
One additional
amenity
e.g., infused water,
bottled water,
chilled towels,
aromatherapy
scents, ear buds,
fresh fruit
Upscale facility
Full array of
state-of-the-art
fitness equipment
appropriate with
room count
Provides an
obvious degree of
spaciousness
Additional personal
training options
e.g., free weights,
benches, floor mats,
physio balls, toning
bars/rollers
Specialized, high-
impact flooring
Multiple televisions
or individual
televisions for each
piece of cardio
equipment
Three or more
additional amenities
e.g., infused water,
bottled water,
chilled towels,
aromatherapy
scents, ear buds,
fresh fruit
Leading-edge facility
Full array of
state-of-the-art
fitness equipment
appropriate with
room count
Provides an
obvious degree of
spaciousness
Luxurious health
club environment
with attendants
Personal training
options / guided
programs
In-room exercise
programs available
Specialized, high-
impact flooring
Multiple televisions
or individual
televisions for each
piece of cardio
equipment
Comprehensive array
of amenities
Dressing area
includes lockers,
showers and
restrooms
Athletic gear
available
Hotel Requirements & Diamond Guidelines16
FOOD &
BEVERAGE
OUTLETS
One quick-service
outlet on site
One full-service
restaurant
Lounge or bar area
Grab-and-go option
available
Upscale, full-service
restaurant
i.e., comparable to
a Three Diamond
restaurant
Separate lounge or
bar area
Room service
available for
breakfast, lunch and
dinner
Multiple outlets
including an
upscale, full-service
restaurant
i.e., at least one is
comparable to a Four
Diamond restaurant
Separate lounge or
bar area
Room service
available 24/7
RESTROOMS
Restroom available Decorative
appointments
Multiple restrooms
in a convenient
location
(If property has
expanded meeting
facilities, then
additional restrooms
are available in
proportion)
Upscale
appointments
Multiple restrooms
in a convenient
location
(If property has
expanded meeting
facilities, then
additional restrooms
are available in
proportion)
Multiple locations
First-class
with luxurious
appointments
Multiple restrooms
in a convenient
location
(If property has
expanded meeting
facilities, then
additional restrooms
are available in
proportion)
Multiple locations
RESTAURANT
BREAKFAST
AREA
OR
Expanded breakfast
including at least
one hot item
e.g., waffles/
pancakes, eggs,
breakfast meats
Dedicated area with
modest restrictions
due to size and/
or placement of
appointments
Limited seating is
available
Television
Expanded breakfast
includes multiple hot
items
e.g., waffles/
pancakes, eggs,
breakfast meats
Appointments are
well-proportioned
to area size, with
appropriate seating
for the size of the
establishment
Television
Clearly refined menu
Full service
Upscale
surroundings
Appointments are
well-proportioned
to area size, with
appropriate seating
for the size of the
establishment
Television
Not applicable
OR
Hotel Requirements & Diamond Guidelines17
SIGNAGE
THROUGHOUT
PROPERTY
Modestly enhanced
materials, design
Limited locations
Decorative
materials, design
enhancements
Ample locations
Intuitive, upscale
materials, design
and location
Ample locations
Custom materials,
intuitive design
Creatively placed for
a leading-edge effect
Ample locationsSUNDRIES &
SHOPS
Modest selection of
amenities available
at the front desk
Dedicated sundry
area
Upscale gift
shop providing
a wide variety of
merchandise
Upscale gift
shop providing
a wide variety of
merchandise
OR
In vending machine
e.g., toothbrush/
paste, razors,
mouthwash, shower
caps, combs
Conventional gift
shop offering a
moderate variety of
merchandise
e.g., health and
beauty items,
food, beverage,
basic technology
accessories and
reading materials
Convenient access to
a variety of first-class
shops
Convenient access to
a variety of first-class
shops
AND
Hotel Requirements & Diamond Guidelines18
SWIMMING
POOL
Pool area reflects
the use of modest
materials and design
Limited amount of
furniture in simple or
mixed styles
Well-appointed with
decorative features
and enhanced
design
Good variety of
comfortable,
coordinated pool
furniture
Well-appointed with
upscale materials
and design
Good variety of
comfortable,
coordinated pool
furniture
Includes at least one
additional feature
e.g., hot tub,
whirlpool spa,
steam room, sauna,
fountain, waterfall,
zero-entry, infinity
edge, children’s
splash pad, kiddie
pool, water slide
Food and beverage
service is available
poolside
Luxurious materials
Leading-edge
appointments
e.g., in-pool seating,
sculptures, water
feature, exotic plants
and gardens, stone/
tile surfaces with
designer inlays
Good variety of
upscale pool
furniture
Includes at least one
additional feature
e.g., hot tub,
whirlpool spa,
steam room, sauna,
fountain, waterfall,
zero-entry, infinity
edge, children’s
splash pad, kiddie
pool
Additional poolside
amenities
e.g., cabanas, Bali
beds, umbrellas,
lotions, food and
beverage outlet
Attendants on duty
Food and beverage
service is available
poolside
Additional Guest Impressions and Features
The following items are not assigned a Diamond designation, but are factored into the overall assessment of the exterior/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 aesthetic impression of the design and functionality.
Comfort – The degree to which design and functionality contributes to physical ease and well-being.
Aesthetic Spaces – Freestanding indoor/outdoor areas (by design) that are pleasing to the senses.
Other – Unique attributes or other standout features or experiences.
Hotel Requirements & Diamond Guidelines19
Guest Rooms
VIBE
(DÉCOR STYLE)
BED/BEDDING
Modest
enhancements to
materials, design
Increased function
and/or coordination
Adequate level of
comfort
Modestly enhanced
materials, design
(headboard, bed
base, mattress and
bed covering)
e.g., quilted or soft
top mattress, duvet
Bed linens are
smooth to touch
Pillows are of an
enhanced grade
(thick cluster fiber)
Significant
enhancements to
materials, design
Well-coordinated,
with increased
functionality
Enhanced degree of
comfort
Comprehensive
design reflecting
streamlined, trendy,
contemporary or
traditional styles
Decorative
headboard
e.g., upholstered,
multiple textures,
shelving, reading
lights, oversize mural
Mattress
includes comfort
enhancement
e.g., pillow top, foam
padding
Bed linens are
smooth to touch
Pillows are of an
enhanced grade
(thick cluster fiber)
Three accent
features to bed
linens
e.g., triple sheeting,
overstuffed duvet,
skirting, wrapped
box spring, bed
throw/scarf, multiple
pillows, embroidered
pillow cases/shams
Upscale materials,
design and/or
function
Well-coordinated,
with increased
functionality
Exceptional degree
of comfort
Upscale materials
Oversize or custom
made headboard,
bed base, mattress
Bed linens are very
soft to the touch and
tightly woven
Pillows are of an
upscale grade
e.g., down, natural
memory fibers,
hypo-allergenic, gel
Three accent
features to bed
linens
e.g., triple sheeting,
overstuffed duvet,
skirting, wrapped
box spring, bed
throw/scarf, multiple
pillows, embroidered
pillow cases/shams
Luxurious materials
Leading-edge design
and effect
Exceptional degree
of comfort
Luxurious materials
Leading-edge effect
Bed linens have a
luxuriously soft, silk-
like feel
Pillows are of an
upscale grade
e.g., down, natural
memory fibers,
hypo-allergenic, gel
Three accent
features to bed
linens
e.g., triple sheeting,
overstuffed duvet,
skirting, wrapped
box spring, bed
throw/scarf, multiple
pillows, embroidered
pillow cases/shams
FREE FLOOR
SPACE
Obvious restrictions
due to size and/
or placement of
appointments;
Overall appearance is
constricted
Limited restrictions,
as placement of
appointments is
well-proportioned to
room size and traffic
flow
Room size and
placement of
appointments
provide an
obvious degree
of spaciousness
allowing increased
ease of movement
for multiple guests
Room size and
placement of
appointments
provide an
abundance of space
that contributes to
the ultimate level
of comfort, privacy
and relaxation for
multiple guests
FURNITURE
QUALITY &
DESIGN
ILLUMINATION
Modest
enhancements to
materials, design
Adequate function
and/or coordination
Adequate level of
comfort
Significant
enhancements to
materials, design
Well-coordinated,
with increased
functionality
Enhanced degree of
comfort
Upscale materials
e.g., granite/stone,
solid wood, polished
metals, high-gloss
lacquers, veneer
finishes with solid
wood accents,
high-grade laminate
insets
Upscale design and/
or function
e.g., antiques,
leather, plush
padding, designer
fabric, sculptured
shape, crisp line
Exceptional degree
of comfort
Luxurious materials
Custom
workmanship
Leading-edge design
and effect
Exceptional degree
of comfort
≥ Three lighting
fixtures reflect
modest
enhancements to
materials, design,
functionality and/or
placement
Good level of overall
illumination
≥ Four lighting
fixtures reflect
decorative materials,
design
Well-positioned from
multiple sources
Good level of overall
illumination at each
key task area
≥ Four lighting
fixtures reflect
upscale materials,
design
Well-positioned from
multiple sources
Superior
functionality
provides for
ambience options
e.g., dimmers, point
lighting, multiple
switches, remote
control and/or
natural light sources
Excellent level of
overall illumination
≥ Four custom
lighting fixtures of
outstanding quality
Well-positioned from
multiple sources
Superior
functionality
provides for
ambience options
e.g., dimmers, point
lighting, multiple
switches, remote
control and/or
natural light sources
Excellent level of
overall illumination
Leading-edge
illumination effect
Hotel Requirements & Diamond Guidelines21
MIRROR
SEATING
LAYOUT
Full-length mirror
Unframed/beveled
OR
Simple metal/wood
frame
Full-length mirror
Decorative
frame/design
enhancement
Full-length mirror
Upscale
frame/design
enhancement
Multiple locations,
sizes and/or styles
Full-length mirror
Custom
frame/design
enhancement
e.g., luxurious
materials, artistic
design, oversized,
multiple viewing
angles
Multiple locations,
sizes and/or styles
Seating for one
guest
Adequate level of
comfort
Seating for two
guests
Enhanced desk
chair (ergonomic
or coordinated with
décor)
Chair positioned for
television viewing
Enhanced degree of
comfort
Seating for three
guests
e.g., loveseat, sofa
or two chairs (in
addition to desk
chair)
Enhanced desk
chair (ergonomic
or coordinated with
décor)
Chair positioned for
television viewing
One additional
furniture piece
Exceptional degree
of comfort
Seating for three
guests
e.g., loveseat, sofa
or two chairs (in
addition to desk
chair)
Enhanced desk
chair (ergonomic
or coordinated with
décor)
Furniture layout
clearly designed for
small grouping
Two additional
furniture pieces
Exceptional degree
of comfort
Hotel Requirements & Diamond Guidelines22
STORAGE/
SHELVING
Modestly enhanced
open wall-mounted
clothes rack
Detachable wood or
heavy metal/plastic
hangers
Embellished open,
recessed area or
enclosed area or
freestanding armoire
Drawers/shelving
available
Ample space (for two
guests)
Upscale quality
enclosure
Closet can enclose
full-length apparel
Matching, open-
hook, wood/
sculptured plastic
hangers (heavy
gauge with metal
hook)
Some with skirt
or pant hanging
attachments
Ample supply (for
two guests)
Two or more
additional features
e.g., illumination,
drawers, shoe rack,
walk-in capability,
two or more shelves,
upgraded luggage
racks/designer style
benches
Upscale quality
enclosure
Closet can enclose
full-length apparel
Comprehensive
selection of hangers
for ≥ three guests
At least two satin
hangers
Closet is illuminated
Three or more
additional features
e.g., illumination,
drawers, shoe rack,
walk-in capability,
two or more shelves,
upgraded luggage
racks/designer style
benches
TELEVISION
TYPE &
PLACEMENT
32-inch flat-panel
Channel directory
Two additional
features
e.g., all-in-one
multimedia hub,
high-definition
channels, free/pay
movie channels,
digital art/property
information,
mood effects,
multiple viewing
angles, acoustic
board, smart TV
functionality,
streaming capability,
surround sound
40-inch flat-panel
Channel directory
Cables and cords are
hidden from view
Three additional
features
e.g., all-in-one
multimedia hub,
high-definition
channels, free/pay
movie channels,
digital art/property
information,
mood effects,
multiple viewing
angles, acoustic
board, smart TV
functionality,
streaming capability,
surround sound
43-inch flat-panel
Channel directory
Cables and cords are
hidden from view
Four additional
features
e.g., all-in-one
multimedia hub,
high-definition
channels, free/pay
movie channels,
digital art/property
information,
mood effects,
multiple viewing
angles, acoustic
board, smart TV
functionality,
streaming capability,
surround sound
> 43-inch flat-panel
Seamlessly
integrated with room
design
Channel directory
Cables and cords are
hidden from view
Five additional
features
e.g., all-in-one
multimedia hub,
high-definition
channels, free/pay
movie channels,
digital art/property
information,
mood effects,
multiple viewing
angles, acoustic
board, smart TV
functionality,
streaming capability,
surround sound
Hotel Requirements & Diamond Guidelines23
FLEXIBLE,
USABLE
SURFACES
(JUDGED ON THE
BASIS OF AVAILABLE
SURFACE SPACE)
Small task table or
alternative work/
writing surface
Medium-size
desk, task table or
alternative work/
writing surface
Electrical outlet
and USB port near
surface
Large-size desk, task
table or alternative
work/writing surface
Multiple electrical
outlets and USB
ports near surface
Large-size desk, task
table or alternative
work/writing surface
Multiple electrical
outlets and USB
ports near surface
Work space is
appropriately
enhanced by unique
style/design
Uncluttered, with
efficient functionality
VENTILATION
DECORATIVE
ENHANCEMENTS
Heat and air
conditioning
available on demand
Conveniently located
through-wall HVAC
units
Easily accessible
controls
Conveniently located
through-wall HVAC
units
Modern and quiet
Digital thermostat
control on wall
Central system
Digital thermostat
control on wall
Central system
Quiet and
inconspicuous form
and function
Digital thermostat
control on wall
Common artwork
with enhanced
frame(s) -Or-
other modest
appointments
e.g., live plants, floral
displays, prints,
assorted pieces,
sculptures, accent
wall, water features,
fireplace
Well-coordinated,
decorative
framed artwork or
appointments that
provide distinctive
appeal
Well-coordinated,
upscale framed
artwork or
appointments
Varied assortment
of styles and accent
pieces that provide
a thematic upscale
appeal
Well-coordinated,
luxurious framed
artwork or
appointments
Varied assortment
of styles and accent
pieces that provide
a leading edge or
luxurious appeal
e.g., custom artwork,
limited edition prints,
canvas art, tapestries,
or lithographs with
enhanced matting
and preservation
frames, assorted
artisan pieces,
sculptures
Hotel Requirements & Diamond Guidelines24
Additional Guest Impressions and Features
The following items are not assigned a Diamond designation, but are factored into the overall assessment of the guest room.
Technology – The overall impression of the technology features.
Microwave – A microwave oven is present in each guest room.
Refrigerator – A refrigerator is present in each guest room.
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 aesthetic impression of the design and functionality.
Comfort – The degree to which design and functionality contributes to physical ease and well-being.
Other – Unique attributes or other standout features or experiences.
Hotel Requirements & Diamond Guidelines25
Bathrooms
VIBE
(DÉCOR STYLE)
VANITY AREA
(JUDGED ON THE BASIS
OF AVAILABLE SURFACE
SPACE)
Modest
enhancements to
materials, design
Increased function
and/or coordination
Adequate level of
comfort
Modestly-enhanced
materials, design;
limited free space
e.g., poured acrylic,
cultured marble/
granite, ceramic tile
Significant
enhancements to
materials, design
Well-coordinated,
with increased
functionality
Enhanced degree of
comfort
Comprehensive
design reflecting
streamlined, trendy,
contemporary or
traditional styles
Decorative materials,
design; adequate
free space
e.g., quartz, granite
Upscale materials,
design and/or
function
Well-coordinated,
with increased
functionality
Exceptional degree
of comfort
Upscale materials,
design; spacious
design
e.g., marble or other
solid stone
Multiple counters
and/or shelves
Luxurious materials
Well-coordinated,
with increased
functionality to
provide leading-
edge design and
effect
Exceptional degree
of comfort
Upscale materials,
design; spacious
design
e.g., marble or other
solid stone
Multiple counters
and/or shelves;
multiple sinks
Leading-edge effect
FREE FLOOR
SPACE
Obvious restrictions
due to size and/
or placement of
appointments;
constricted
appearance
(If vanity area is
separate from the
toilet area, it is
positioned in plain
view of the guest
room)
Modest restrictions,
as placement of
appointments is
well-proportioned to
room size and traffic
flow
(If vanity area is
separate from
the toilet area, it
is positioned in
restricted view from
the rest of the guest
room)
Room size and
placement of
appointments
provide an
obvious degree
of spaciousness,
allowing increased
ease of movement
Room size and
placement of
appointments
provide an
abundance of space
that contributes
to the ultimate
level of comfort
and relaxation for
multiple guests
Bathrooms
ILLUMINATION
Modestly enhanced
lighting fixtures
e.g., enhanced
plastic cover, tube
lighting
Decorative lighting
fixtures
Multiple locations
Upscale design and
materials
Multiple locations
Illuminated shower
Excellent level of
overall illumination
at each location
Upscale design and
materials
Multiple locations
Illuminated shower
Custom function(s)
provides for
ambience options
e.g., dimmers, point
lighting, multiple
switches, and/or
natural light sources
Leading-edge
illumination effect
MIRROR
PERSONAL
CARE
(IF ECO-FRIENDLY
OPTIONS EXIST,
DISPENSERS MUST
COORDINATE WITH
VIBE/DÉCOR STYLE
AS DESCRIBED
PREVIOUSLY)
Modest design/size
enhancement
e.g., framed, beveled,
etched
Proportionately sized
Decoratively framed/
designed
e.g., floating,
illuminated
Proportionately sized
Upscale materials,
design
Makeup mirror
Upscale materials,
design
Leading-edge effect
e.g., television,
defogger
Illuminated makeup
mirror
Two medium-size
bars of soap (or
equivalent)
Two bottled items (or
equivalent)
Multi-piece personal
care package
includes:
• Two large-size
bars of soap (or
equivalent)
• Three bottled items
(or equivalent)
Decorative
presentation
Multi-piece personal
care package
includes:
• Two large-size
bars of soap (or
equivalent)
• Four bottled items
(or equivalent)
• Two additional
items
Enhanced by
fragrance, natural
supplement,
packaging, etc.
Upscale presentation
Comprehensive and
luxurious selection
of fashionable bath
products
Ample-size bars of
soap and bottled
items (or equivalent)
Leading-edge effect
Hotel Requirements & Diamond Guidelines27
SHOWER
CURTAIN/
DOOR
Modest
materials, design
enhancement
Lightweight curtain
e.g., vinyl/polyester
-Or- lightweight
glass door with
aluminum frame
Decorative materials,
design
Double curtain
-Or- glass door with
aluminum frame
-Or- door-less design
Upscale materials,
design
e.g., linen texture,
hemp, cotton/cotton-
poly blend
Double curtain
-Or- heavyweight
glass door with/
without metal frame
-Or- door-less design
Leading-edge effect
Double curtain
-Or- heavyweight
glass door with/
without metal frame
Additional luxury
enhancement
(etched, frosted,
embossed, tinted,
upscale custom
hardware, etc.)
SHOWER
FIXTURES
TOILET
Metal or plastic
Adjustable settings
Decorative materials,
design and
enhanced function
e.g., rain
showerhead, oversize
wall-mounted
showerhead,
massage feature
Upscale materials,
design
One custom water
feature
e.g., body jets,
hand-held
sprayers, multiple
showerheads,
oversize ceiling
rain shower, panel
systems, steam
shower
Upscale materials,
design
Multiple custom
water features
e.g., body jets,
hand-held
sprayers, multiple
showerheads,
oversize ceiling
rain shower, panel
systems, steam
shower
Two-piece, elongated
(with lid)
Two-piece, elongated
(with lid)
Decorative design
enhancement
Upscale design
-Or- increased
functionality
Recessed area
Upscale design
-Or- increased
functionality
Enclosed toilet-only
area
Hotel Requirements & Diamond Guidelines28
TOWELS
Modest
enhancements in
design, lightweight
Rough to touch
Low absorbency
Displayed on bars
and/or shelves
Modest
enhancements in
design, medium
weight
Soft to touch
Medium absorbency
Displayed on bars
and/or shelves
Upscale design,
heavyweight
Plush to touch
Firm, self-supporting
feel
Premium cotton with
high absorbency
Luxurious
appearance, with
intricate and detailed
enhancements to
design
Heavyweight
Plush to touch
Firm, self-supporting
feel
Premium cotton with
high absorbency
Generous-size towels
or bath sheets
TUB/SHOWER
SURROUND
Modest
enhancement to
materials, design
e.g., acrylic, ceramic
tile, cultured marble/
granite
Decorative materials,
design
Ceramic tile/solid
surface
Tub and shower
height soap dishes
Upscale materials,
design
Solid surface
e.g., marble, granite,
stone or glass/
porcelain tiles
Tub and shower
height soap dishes
Upscale materials,
design
Solid surface
e.g., marble, granite,
stone or glass/
porcelain tiles
Leading-edge effect
Custom treatment
Integrated seating/
shelving
Additional Guest Impressions and Features
The following items are not assigned a Diamond designation, but are factored into the overall assessment of the bathroom.
Overall Impression – The overall aesthetic impression of the design and functionality.
Comfort – The degree to which design and functionality contributes to physical ease and well-being.
Other – Unique attributes or other standout features or experiences.
Hotel Requirements & Diamond Guidelines29
Properties identified by AAA as potential candidates for the Four Diamond designation 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 FOUR DIAMOND PROPERTIES
AAA Four & Five
Diamond Designations
These prestigious designations are achieved by a small
percentage of all AAA Diamond properties — typically the most luxurious and pampering properties throughout
North America. Less than one-half of one percent
of AAA Diamond hotels receive the Five Diamond
designation, while only six percent receive the Four
Diamond designation. Establishments at these Diamond
designations must consistently reflect upscale and
extraordinary characteristics in their physical attributes and guest services.
Properties identified by AAA as potential candidates for the Five Diamond designation undergo multiple unannounced evaluations by a AAA inspector and a final decision by a panel of experts. Properties that receive the Five Diamond designation 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.
AAA FIVE DIAMOND PROPERTIES
Four & Five Diamond Service Expectations
Hotel Requirements & Diamond Guidelines30
• Website provides rate structure and availability in an easy to use format • Website provides a comprehensive overview of facilities and services • Initial call to property is properly received by a live attendant or easy to use automated system • Attendant thanks caller for contacting the property
• Attendant provides an appropriate introduction to guest • Attendant addresses caller by name as appropriate for the manner of the guest • Attendant anticipates caller’s needs or offers a personalized recommendation • Attendant exhibits competent/accurate knowledge of all associated facilities and hours of operation • Attendant confirms details of reservation and special request • Attendant exhibits a sincere desire to meet and comply with all guest requests • Attendant is efficient and sensitive to the manner of the guest • Attendant extends an appropriate closing
• Property provides an email reservation confirmation within 24 hours of booking Pre-Arrival Services
2023 AAA Five Diamond Service Criteria
• Cars in queue are acknowledged and appropriately handled on arrival • Attendant promptly approaches vehicle and opens door when appropriate • 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 including any digital request capability (if available) • 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
ARRIVAL SERVICES
• Attendant extends an appropriate welcome
• Attendant provides an appropriate introduction
• Attendant confirms guest’s name during initial greeting • Attendant graciously acknowledges pre-arrival request • 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 or inquires • Attendant anticipates guest needs or offers a personalized recommendation • Attendant is efficient and sensitive to the manner of the guest • Guest is escorted to room when appropriate or is provided thorough direction • Attendant extends an appropriate closing
CHECK IN SERVICES
Hotel Requirements & Diamond Guidelines31
• 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 or ice is already provided • Attendant is efficient and sensitive to the manner of the guest • Attendant extends an appropriate closing
LUGGAGE SERVICES (CHECK IN)
• 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 leaves printed nighttime sentiment for guest • There is additional evidence of personalized services
EVENING HOUSEKEEPING SERVICES
• Service phone extension is answered within three rings or guests have ability to make requests via digital platform (texting or mobile application)
• Guest request is acknowledged
• Guest is offered additional service or recommendation • Guest is given an appropriate fulfillment time for request • Guest request is handled with a sense of urgency
• Request is graciously handled by staff on phone or digital system is intuitive and easy to use. • Item or service is received promptly, or at requested time • Delivery attendant is easily identifiable/appropriately attired • Delivery interaction includes the use of guest’s name as appropriate for the manner of the guest • Service is available 24/7
GUEST REQUESTS
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• 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
IN-ROOM DINING (ORDER SERVICES)
• Delivered within five minutes of operator’s commitment • 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 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 and delivered 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
IN-ROOM DINING (DELIVERY SERVICES)
• Dedicated concierge is on duty or access is available for guest use 24/7 via phone or digital system • 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 local knowledge beyond common internet search capability • Attendant graciously fulfills guest’s request(s)
• Attendant is efficient and sensitive to the manner of the guest • Attendant extends an appropriate closing
CONCIERGE SERVICES
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• Phone extension is answered within three rings or guests have ability to request luggage assistance via digital platform (texting or mobile application)
• Guest is offered additional service or recommendation • Guest is given an appropriate time to expect luggage assistance at guest room • Request is graciously handled by staff on phone or digital system is intuitive and easy to use. • Attendant arrives within ten minutes of request
• 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 guest needs • 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
LUGGAGE SERVICES (CHECK OUT)
• 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 options for reviewing folio
• Attendant confirms payment method
• Attendant offers to email folio and confirms address
• 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
CHECK OUT 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
DEPARTURE SERVICES
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• Guests are provided directions or offered assistance via escort on request • All associates display a high level of engagement during service interactions • All associates are focused on guests and offer acknowledgement in public areas • All staff ask permission as appropriate before entering guest room • Staff demonstrates effective cross- departmental communication • 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
• On-site Food and Beverage outlets provide an elevated experience consistent with the overall theme of the property
• Staff in food and beverage outlets displays an elevated level of competency and training • An elevated level of service is evident at on-site recreational facilities
MISCELLANEOUS STAFF SERVICES
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Section Three
THE
LISTING
Once a property is included in the AAA Diamond Program, we use factual property information and descriptive details to create hotel 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 hotel 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 Hotel Listings: Rich in Inspection Details
Foremost in your listings across AAA travel information products is your AAA Inspector Designation, which conveys the type of experience you provide,.
In the AAA Travel Guides and TripTik Travel
Planner on AAA.com, additional inspection
details provide deeper insight to guide decision-
making.
AAA Inspector Designation Details are your
actual overall, room, bath and public areas
inspection scores.
AAA Inspector’s Best Of Badges recognize
exceptional achievements or offerings in areas
members consider when choosing hotels.
AAA Inspector Notes provide descriptive details,
tips and insight on attributes that destinguish
your hotel.
Hotel Requirements & Diamond Guidelines36
AAA determines a property’s eligibility for one or more badges using the objective and subjective criteria below. Hotels are not notified as badges are added or removed since changes occur any time as a result of ongoing inspections and member feedback. The badges provide real-time information to help meet member priorities.
ALIGNING HOTEL STRENGTHS WITH MEMBER PRIORITIES
Hotels that earned cleanliness and condition scores in the top 25% of all AAA Diamond hotels for the last two inspections.
Hotels identified by inspectors for
remarkable offerings in one of these
areas:
Best Of Badges:
Family-Friendly
Inspected Clean
Personal Favorite
Pool
Romantic
Scenic View
Social Scene
Spa
Hotel Requirements & Diamond Guidelines37
Eligibility Criteria for Separate Hotel 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 hotel is eligible for separate listing consideration. If applicable, qualified entities are each assigned their own Diamond designation based on the guidelines outlined on pages 13-38.
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
This designation identifies properties that are notable and offer potential member value but have not been inspected or Diamond designated due to one of the following reasons:
• Too new to evaluate.
• Under construction.
• Undergoing extensive renovations.
• Has not been inspected.
• Does not meet all AAA Diamond Program requirements but provides members a highly distinct and valuable experience.
Hotel Requirements & Diamond Guidelines38
Diamond Designation
ELIGIBILITY CRITERIA FOR SEPARATE HOTEL LISTING
Approved 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 ALL DIAMOND DESIGNATED PROPERTIES 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.
CLASSIFICATIONS
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 minimalist trends with clean, architectural lines and an open- space feel. Black, white and bold, saturated colors are typical.
Extended Stay: Offers a predominance of long-term accommodations with a designated full-service kitchen area in each unit.
SUBCLASSIFICATIONS (IF APPLICABLE):
Hotel Requirements & Diamond Guidelines39
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 Resort: Extensive recreational facilities and programs may include golf, tennis, skiing, fishing, water sports, spa treatments or professionally guided activities.
Vacation Rental: Typically houses, condominiums, cottages or cabins; these properties are “home away from home” self-catering accommodations.
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 Diamond Program requirement and will not affect your Diamond designation. However, we strongly encourage you to make every effort to meet the needs of all your guests – including mature travelers and those with disabilities
AAA MEMBER RELATIONS CLOSELY MONITORS THE NUMBER AND TYPE OF COMMENTS SUBMITTED ABOUT AAA INSPECTED PROPERTIES. All comments are carefully reviewed for validity and included as part of the property record.
If complaints are received, AAA will notify the property 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 remove a property’s AAA designation and listing immediately.
If your property no longer meets AAA Diamond Program requirements because of member complaints, you may submit a written request for re-inspection one year from the date of last inspection. The request should include an explanation of actions taken to limit future complaints and be addressed to:
MEMBER COMMENT PROCEDURES
Hotel Requirements & Diamond Guidelines40
[email protected]
AAA Diamond Program
How do I become AAA Diamond designated again?
If your property failed their inspection for housekeeping and/or condition issues, you must wait until 12 months have elapsed from the date of the last inspection before submitting a new application for inspection. This waiting period is to allow time for your property to address all issues and to establish a consistent facilities management program. After this period, you must provide detailed information regarding the corrective action taken to address the issues and provide supporting documentation such as copies of invoices, work orders, photographs, etc.
If your property failed their inspection for other reasons, no waiting period is required, but you must first provide detailed information regarding the corrective action taken since the last AAA inspection, including supporting documentation such as copies of invoices, work orders, photographs, etc. This information can be emailed to [email protected]
DISAFFILIATED FOR FAILED HOUSEKEEPING OR CONDITION.
Hotel Requirements & Diamond Guidelines41
THE APPEALS PROCESS IS A RESOURCE FOR ALL INSPECTED PROPERTIES.
What can I appeal?
You may appeal your property’s AAA Diamond Program status or Diamond designation. Each situation is handled on an individual basis.
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 Diamond Program regional manager of inspections for your area.
THE AAA APPEALS PROCESS
[email protected]
AAA Customer Service
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.
[email protected]
AAA Appeals Committee
Hotel Requirements & Diamond Guidelines42
QUESTIONS?
Establishments in all areas of the U.S., Canada, Mexico and the Caribbean should contact AAA at:
[email protected]
407-444-8370, Option 2
AAA Listings/Customer Service
AAA Diamond Program
Inspection Applications:
[email protected]
Inspection Customer Service:
[email protected]
[email protected]
407-444-8280
Official Appointments and Advertising
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.
Green Programs
A HISTORY OF
SERVICE
In 1937 to provide improved travel information for members, AAA employed its first inspectors, called field reporters, to personally visit and report on hotels and restaurants. This information was made available to members in the three
regional TourBook guides published at that time. Today, AAA’s professionally trained inspectors continue this practice as they inspect and assess more than 24,000 hotels and restaurants to help travelers enjoy a positive experience.
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