Recognising excellence Quality standards for AA recognised Self Catering

Transcription

1 Hotel Services Recognising excellence Quality standards for AA recognised Self Catering AA Media Limited. Registered Office: Fanum House, Basing View, Basingstoke, Hampshire, RG1 EA. Registered Number: AA Self Catering QS Brochure.indd 1-1/3/10 1:1:1

2 AA Hotel Services Quality standards for AA recognised establishments General overview The AA has over a hundred years experience in the assessment and recommendation of hospitality standards in the Accommodation sector. We have now developed criteria for the assessment of properties in the Self Catering Accommodation sector. These have been designed to set achievable and measurable standards, benefiting both visitors and accommodation providers. It will ensure that a consistent standard is implemented and maintained throughout the industry. The AA is offering its Self Catering recognition scheme across the UK. Self Catering Accommodation is the provision of living accommodation for fixed term rental for holiday and business purposes. The normal letting term is one week, however, shorter and longer periods may be arranged. To be appointed by the AA, properties are required to achieve the minimum requirements as set out in this booklet, which are based on research into the needs and expectations of today s discerning market. Appointed Self Catering Accommodation properties will be awarded classification on a scale of 1 to 5 Stars. Classification above the minimum entry level is achieved by providing improved standards of quality, comfort, ease of use and additional items. Determining the star rating The AA Self Catering Scheme is a quality based assessment. Once the minimum entry requirements have been achieved the property s overall score for quality must reach the appropriate band. Additionally, to achieve and 5 Stars a minimum amount of additional facilities at each star level will be required. The minimum overall quality score for your target Star rating must be met. We assess 3 aspects of your property (under seven area headings) and score each aspect from 1 to 10 (1 being just acceptable, 10 being excellent). The total score must fall between the bandings (opposite) to achieve a Star rating. The Star rating will be published on our website. Note: the overall banding is based on the total score and is not an average of the areas. In addition, to achieve a rating of Stars, four or more additional items are required, and to achieve a rating of 5 Stars, five or more additional items are required. Additional Items: - Dishwasher, Tumble Dryer, Microwave Oven, Sky/Cable etc Docking station for MP3 player, DVD, Play Station/ Xbox etc, en suite facilities, deep freeze, additional toilet, Quality When the AA inspectors visit your property, they will evaluate and give a quality score to all aspects of the accommodation. The total of all these scores establishes the banding you will achieve for quality. Based on this score, properties will be given an overall quality rating on a scale of 1 to 5 Stars. When we are assessing quality we take into account the following: Intrinsic quality the inherent value of an item. Condition the maintenance and appearance of an item. Is it fit for the purpose? Physical and personal comfort does the quality of an item detract in any way from the comfort of the user? towels and toiletries at no extra cost, telephone, gas/electricity/oil included in the rental cost, modem point//wifi, air conditioning, open fire/wood burning stove with fuel included in the rental cost. Other items not on this list could be considered at the discretion of the AA. Where these requirements are exceeded, extra marks will be awarded. Star Rating - score bandings The phrases such as good, very good etc. signify ascending levels of quality in broad terms only. These standards indicate typical consumer expectations at each star rating. They are neither prescriptive nor definitive because we recognise the wide variety of quality elements that can be included for example, style, which can range from traditional to minimalist..0 Minimum Requirements.1 Statutory obligations You must fulfil all applicable statutory obligations. These may include: Fire Precautions, Health and Safety, Discrimination, Trade Descriptions and Data Protection, Fire, Gas and Electrical Safety, Electrical Appliance Testing, Product Safety, Bunk bed regulations, British Standards applying to items such as cots, high chairs and play pens, Planning Permission (Building warrants in Scotland) Private Water Supplies, Housing TV Licensing, Sex Discrimination, Race Discrimination, Disability Discrimination, Age Discrimination, Consumer Protection, Advertising Pricing and Unfair Contract Terms. We may ask you to provide evidence that Public Liability insurance cover is being maintained and that the above requirements are being fulfilled. NB It is unlikely that any property offering accommodation to DSS residents or operating as a refuge hostel for homeless people will be eligible to participate in the scheme.. Cleanliness A high standard of cleanliness must be achieved throughout the property. It is the responsibility of the proprietor to ensure that all properties are thoroughly cleaned throughout before each new let. You also need to pay special attention to areas where guests have direct contact seating, crockery, cutlery, kitchen wear, pans, kitchen appliances including ovens, glassware, beds, bedding and linen where provided..3 Booking & arrival You should describe fairly to all guests and prospective guests the amenities, facilities and services that your property provides either by advertisement, or typed information leaflet/sheet/brochure. This must include arrangements for key collection/access, car parking arrangements, distance from the nearest shops, and nature of the water supply if not mains (water supply must meet all statutory regulations for drinking water). A map and or directions must be provided showing the location of the property. You should make clear to guests exactly what is included in the prices you quote for the duration of the let, including any additional service charges. Legally, you should not exceed the price you agree at the time of booking. You should explain in detail any surcharges for additional services i.e. electricity, fuel, linen, towels and additional facilities. Conditions of cancellation policy must be explained. If a deposit is required, you need to tell guests when they book and explain how it will be taken and whether or not it is refundable. Where sleeping is provide in a lounge or open areas, guests must be advised at the time of booking.. General When you are taking a booking you should describe in detail any in-house policies, e.g. no-smoking policy, pets (allowed or not) and payment methods. You must inform all prospective visitors about any major refurbishment work that might affect their stay. Where applicable VAT to be shown as inclusive at the current standard rate. An inventory to be available on request. A selection of Tourist Information should be available. Consideration should be given to freedom of movement, sloping eaves and roofs are acceptable providing these do not restrict guests movements to an unacceptable degree. For a rating higher than One Star, space and ease of use around furnishings and fittings will need to be greater. There must be reasonable space for movement in bedrooms/sleeping and living room areas and for easy access to beds, doors and drawers. Account should be taken for space needed for bed settees etc. All fixtures, furniture, furnishings, crockery and cutlery to be adequate for the maximum number of occupants..5 Maintenance Electrical/gas/oil fired equipment must meet all relevant statutory obligations and be safely maintained, and serviced regularly where appropriate. Fixtures, furnishings, flooring and fittings must meet all relevant statutory obligations and be fit for the purpose intended in relation to fire safety requirements. The exterior should be well maintained, free from hazards and well presented. Recreation facilities will only be inspected if they are of a professional standard i.e. a garden swing and slide will not be inspected, but as an example a tennis court or swimming pool would be.. Health & Safety Information on procedures in the event of an emergency, including location of the nearest pay phone, must be displayed within the property or included in the booking confirmation. If the proprietor is not resident, their name, address and telephone number or that of their agent, must be prominently displayed within the property. All properties to be provided with refuse disposal arrangements as required by the Local Authority. A key to be provided to the property and where applicable keys provided for any other buildings that are relevant. At least one smoke alarm to be provided in all properties, situated according to local fire regulations. Lighting levels for safety and comfort in all public areas must be provided; particular attention should be given to car parking in rural areas. If mains electricity is not available, the voltage must be stated. Where electricity is available adequate power sockets should be provided. Some form of emergency lighting must be available; candles are not acceptable for safety reasons..7 Exterior Buildings maintained in a sound, clean condition. Entrance adequately lit. All grounds and gardens to be maintained in good order, garden furniture to be provided where applicable.. Public areas Dining table and seating facilities for the maximum number of occupants. Where there is an open fireplace, a fireguard and appropriate utensils need to be provided. Easy chair/sofa sufficient for the maximum number of guests. A colour TV to be provided where a TV signal is available, at no extra charge. Non-flammable waste paper bins provided in the lounge area. At the higher levels it would be expected that seating be provided in the main lounge/ lounges..9 Flooring: general All areas including staircases and corridors must have suitable floor coverings. It would be expected that easily cleaned surfaces would be used for bathroom and kitchen areas for maintaining high standards of cleanliness..10 Furnishings, furniture & fittings, heating, ventilation & lighting: general All exterior windows in living areas fitted with opaque curtains, blinds or shutters. Glass in exterior/interior doors will also require covering where the lounge is used for sleeping. Where there is sleeping accommodation in living areas, there must be adequate storage for bedding and guests clothes. Heating must be provided throughout the property at all times. All living room areas to have at least one window opening directly into the open air. All living areas must be adequately lit and all lights must have shades unless decorative light bulbs are being used. Lighting levels must be adequate for the purpose intended. It is expected that bathrooms with external windows are heated; a heated towel rail is acceptable. All bathrooms and WCs to have natural ventilation or local planning authority ventilation system. 3

3 AA Hotel Services Quality standards for AA recognised establishments 5.0 Minimum Requirements (continued).0 Detailed Quality Guidance.11 Bedroom fixtures, fittings & furnishings A wardrobe or clothes hanging space with adequate hangers provided. An alcove with a rail is acceptable but coat stands, hooks on walls or behind doors are not. Adequate drawer or shelf space. Opaque curtains, blinds or shutters on all windows, N.B. Where bedrooms are located on the ground floor, you should consider providing additional privacy with a net curtain or blind. Each bed space should have: A bedside table, cabinet or shelf and light (although twin beds may share), a dressing table or equivalent, with a mirror adjacent. A chair or a stool to be provided in at least the main bedroom. Waste bins to be provided..1 Beds & bedding Single beds - standard size applies, beds are only acceptable for children and must be advertised as such. Double beds must be of a minimum size of 13cm x 10cm/ x.. Adult bunk beds must be 13cm x 90cm\ 3 x 3 ; bunk beds are only acceptable for children. Where cots are provided with mattresses they must meet current British health and safety standards; for 3 Stars and above it would be expected that double beds have access from both sides. All mattresses need to be in sound clean condition. Bedding supplied in sufficient quantity, two pillows provided per person, bedding clean and well aired. A mattress protector or under blanket fitted to all beds. We would not expect to see plastic protectors being used. Where linen is provided, it should be changed for all new occupants. When longer lets are being taken a weekly change must be offered. Spare bedding available on request. Where a bedroom is accessed via another bedroom, then this must be clearly advertised. Where a bathroom is accessed via a bedroom (not including en suites), then these units must be advertised as only being suitable for single family occupation. Galleried bedrooms are acceptable for two people only, and must be clearly advertised. At and 5 Star it would be expected that linen at no extra cost is provided..13 Bathrooms & WCS: general All properties to have at least one bathroom and WC for every eight guests. The bathroom to be equipped with a bath/shower, bathmat, towel rail, flat surface or shelf and wash basin. A non-slip mat must be available unless the base is anti slip. Where no bath is available, this must be advertised. A mirror above or adjacent to the wash basin. All properties must have at least one WC equipped with toilet paper, holder and lidded bin. Hot water available at all times. All bathrooms and WCs to have a door, which is lockable. Shaver point adjacent to mirror, preferably with light. An adapter elsewhere in the property is an acceptable alternative. At and 5 Stars, where the property sleeps more than six it would be expected that an extra WC with wash basin should be provided..1 Kitchens: general A cooker with an oven, with at least two shelves, a grill and at least four rings that may be used simultaneously with the oven or grill. If two people only are accommodated, then two rings plus oven and grill can be provided. A combination microwave (oven, grill and microwave) is acceptable as a grill or oven, provided that a hob is available separately. Cookers to be clean and fit for the purpose intended. Where a microwave is provided appropriate crockery and cookware is expected. A refrigerator with an ice making compartment (unless a freezer is also provided). Larder fridges are not acceptable if no freezer is provided. A sink with draining board, hot water and drinking water supply to be provided. At least one work surface. An opening window or Local Planning Authority approved ventilation system. Where appropriate window dressing to be provided for privacy. A covered waste disposal bin to be provided. A fire extinguisher or blanket to be wall mounted in a suitable area e.g. between the cooker and the door. At and 5 Star it would be expected that access to a washing machine and freezer is provided, either within the property or in a separate unit. A laundry service is acceptable as long as it is clearly advertised within the property. Kitchen equipment i.e. crockery, cutlery and glassware to be provided for the maximum number of occupants. Adequate storage space for food, crockery, cutlery and cleaning equipment. A vacuum cleaner and an iron and ironing board to be provided in each property at and 5 star, for all other star ratings they can be available from a central location. Where a dishwasher is provided, crockery, cutlery and utensils should be dishwasher safe. An adequate amount of pans, cookware, utensils and all other relevant kitchen equipment to be provided. Suitable cleaning implements i.e. mop and bucket also need to be provided if applicable. 3.0 Star Rating Quality Indicators 1 Star Items may be described as acceptable. Generally, everything must be safe and clean, and older items, or those lacking in intrinsic quality, must work and be fit for their purpose intended. This level will be seen as a fair and satisfactory standard. Star Items may be described as Quite Good to Good. Generally described as quite good, these items may be of simple quality and the range may be limited. However, they should be in good working order. This level will be seen as a Good overall standard of quality. 3 Star Items may be described as Good to Very Good. Generally described as good. Not necessarily expensive, but they must be of good, sound quality and show some care has been taken. There must be a good standard of maintenance and decoration. This level will be seen as a Very Good standard. Star Items may be described as Very Good to Excellent. Generally described as very good. May be brand new, but not of the highest intrinsic quality or originally of high intrinsic quality, but not now necessarily in the best condition. This level will be seen as an Excellent standard. 5 Star Items may be described as Excellent to Exceptional. Generally described as excellent. Providing high standards in the overall fabric of the building both internally and externally; together with excellent standards of management efficiency and guest services. This level will be seen as Exceptional or Outstanding in standards..1 Service and efficiency.1.1 Arrival procedures best practice Access on arrival may be restricted, key left for collection or pre-arranged posting. Key collected from a key holder or in a key safe, code provided before arrival. Good welcome from owners or member of staff. Member of staff on duty to hand over key and show guests round. Possibly a welcome tray with tea/coffee and milk. Possibly a welcome letter with contact details of staff/owner if required during stay. As above plus a small selection of items such as, fresh milk, tea/coffee and possibly cake or biscuits and juice for children. 10 As above plus, use of guests name. Better quality produce, possibly locally sourced such as, fresh milk, bread, butter, ham, cheese, tea/coffee, sugar, fresh fruit, cake, biscuits and local paper..1. Guest information best practice Adequate guest information folder to include: printed information on how to obtain help in the event of an emergency, details of the local area (shops, places of interest, restaurants, pubs etc). An instruction manual with details of how to use the equipment in the property. A more informative guest information folder to include: printed information on how to obtain help in the event of emergency, details of the local area (shops, places of interest, restaurants, pubs, post office, bank etc). An instruction manual with details of how to use the equipment in the property. A limited range of additional items such as, magazines, books, games etc. A good guest information folder to include: Printed information on how to obtain help in the event of an emergency, details of the local area (shops, places of interest, restaurants, pubs, post office, bank etc). An instruction manual with details of how to use the equipment in the property. A good range of additional items such as, magazines, books, games etc. A very good guest information folder to include: printed information on how to obtain help in the event of an emergency, details of the local area (shops, places of interest, restaurants, pubs, post office, bank etc). An instruction manual with details of how to use the equipment in the property. A very good range of additional items such as, magazines, books, games, sewing kit, shoe cleaning materials etc. 10 An excellent guest information folder to include: printed information on how to obtain help in the event of an emergency, comprehensive details of the local area (shops, places of interest, restaurants, pubs, post office, bank etc). An instruction manual with details of how to use the equipment in the property. An excellent range of additional items such as, DVDs, CDs, magazines, books, games, sewing kit, shoe cleaning materials etc..1.3 Tourist information Local tourist information leaflets Local tourist information on attractions and places of interest. Tourist information well presented, possibly in a folder. As above plus more detailed information on local attractions as well as information about attractions in adjoining locations, well presented possibly in a bound folder. As above together with detailed folders of visitor attractions in local area and further a field. Detailed folders with local bike rides/ tracks, walks of varying lengths. Jogging routes. Very well presented tourist information possibly including DVDs of local area..1.3 Tourist information (continued) 10 As above together with Survey Maps of local and other areas including walks, parking discs, local cinema details. Tourist information to be very well presented possibly in a leather bound folder and in alphabetical order.. Exterior..1 Building & parking Exterior of buildings maintained in a sound, clean condition Adequately maintained property overall. A less formal provision of parking might be appropriate. Overall tidiness, including window boxes, hanging baskets, tubs etc. where appropriate. Signs of ageing and any defects limited to a small number of areas. Neat appearance of outbuildings. Some attempt to manage parking arrangements. Well-maintained property and outbuildings. Some natural weathering may be present. Could include the use of window boxes, hanging baskets and tubs where appropriate Adequate lighting. A more structured approach to parking. Very good maintenance of stonework and paintwork, although some natural weathering is acceptable. Some additional external features to enhance the appearance. This could include the use of window boxes or hanging baskets especially in properties without a garden. Clear definition of parking area or spaces. Signage prevents confusion for guests on arrival. This may be informal. 10 Excellent standards of external maintenance including outbuildings and signs, allowing for the age of the building Fresh, well-maintained paintwork in a new building. No unsightly staining to stonework in older buildings. Addition of features such as flower tubs and window boxes where appropriate. Attractive architectural features and decorations. Well illuminated and clearly signed. Ample car parking spaces, clearly signed. Good, well-positioned lighting. Consideration given to the security of guests cars. Paths and steps well lit at night... Grounds & garden An adequate first impression, e.g. refuse bins and storage areas discreetly positioned and tidily kept. Safe pathways. Adequately maintained driveway. Refuse bins and storage areas kept discreetly positioned. Evidence of more effort made to make gardens more attractive, tidy and litter-free. Pathways without trip hazards. Well-maintained and tidy grounds, driveways, footpaths etc. Attractive overall appearance. Effective lighting and signage where required, e.g. long driveway. Easy access. Well-maintained surface. Dustbin area not visible and preferably screened. High standards of maintenance in the garden. Generally tidy flowerbeds, pathways and hedges with all trees and shrubs well-tended. Evidence of some attention to detail, e.g. well-surfaced, pothole-free driveways, colourful borders and wide level pathways. 10 Attractively maintained, well-tended borders or shrubs, tidy pathways and edges, lawns in good condition and well-cut, hedges trimmed and an overall attempt to maintain an attractive appearance throughout the year. Good attention to detail, including landscaping, driveways, the provision of garden furniture or architectural features, e.g. gazebo, pergola, summerhouse etc. Excellent, well-positioned lighting and signage.

4 AA Hotel Services Quality standards for AA recognised establishments 7.3 Public area.3.1 Recreation & facilities Acceptable standard of facilities maintained in a functional condition. Quite good standard of facilities maintained in neat and sound condition. Good standard of facilities in good condition. Very good standard of facilities provided in very good condition. 10 Excellent standard of facilities in well-maintained condition..3. Fixtures, fittings & furniture (continued) High quality furniture, furnishings and fittings not necessarily new, but still offering substantial comfort; or good quality furniture in excellent condition. A range of very good quality light fittings in good condition. Curtains to be full and may have additional embellishments such as tiebacks. 10 Comfortable lounge, generally separate from dining room. All furniture of excellent quality and in pristine condition. This could be modern, reproduction or antique furniture. A more extensive range of furniture offering a greater choice of seating. Excellent co-ordination of soft furnishings of high intrinsic quality with additional features such as scatter cushions. Curtains denoting a degree of luxury with good use of pelmets and tiebacks, ample drape and width. Curtains to be fully lined so as to retain heat and keep out light. Excellent quality light fittings of various styles. Shades add to overall theme of the decoration. Heating such as radiators should be in excellent condition and may be disguised by painting or radiator covers..3.7 Space, comfort & ease of use Rooms large enough to contain all necessary furniture. Little thought given to layout but adequate space for guest comfort. Large furniture possibly dominating a room, making it less usable. Acceptable environment for guests without disturbing levels of noise. Corridors and stairs in an acceptable state of repair and free from obstruction. Room sizes will need to be greater with significantly more usable space. Uncluttered rooms with a better degree of comfort for guests. Corridors and stairs in good repair and free from obstruction. Room sizes will need to be much greater with significantly more usable space. Uncluttered rooms. Furniture to offer a greater degree of comfort. Corridors and stairs in good repair and free from obstruction. Public areas should be very well-planned and the layout of furniture should maximise use of the free space. Rooms possibly smaller but considered planning means free space is just as usable. Minimal intrusive noise. Corridors and stairs in very good repair and free from obstruction. 10 Spacious, well-planned rooms with furniture in suitable, convenient places allowing a high degree of comfort. Easy and convenient use of facilities. Comfortable easy chairs. Ample space. Fresh and airy atmosphere. Corridors and stairs in excellent condition and free from obstruction... Fixtures, fittings & furnishings (continued) High quality furniture, fixtures and fittings, not necessarily new. Could be antique but furniture still offering substantial comfort; all fabrics and soft furnishings including curtains to be co-ordinated and to be of substantial quality. 10 Excellent quality, modern reproduction or antique furniture. Some excellent antique furniture may show signs of distress which does not detract from its excellence (depending on the degree of deterioration). A more extensive range of furniture offering a greater degree of comfort and higher quality. Excellent co-ordination of soft furnishings of high intrinsic quality with additional features such as scatter cushions. Curtains denoting a degree of luxury with ample drape and width. Curtains to be fully lined so as to retain heat and keep out light. Excellent quality light fittings. Shades add to overall theme of the decoration. Heating provision such as radiators should be in excellent condition and may be disguised by painting or radiator covers..3. Cleanliness, public areas, lounge, dining room, hall, stairs, bedrooms, bathrooms, kitchen All surfaces clean and free from dust. All rooms vacuumed for arrival. Public areas well presented. A quite good standard overall, although some areas may be overlooked. More evidence of attention to detail, particularly high and low level dusting and areas which come into contact directly with the guests, e.g. bedding and crockery, WCs and baths. Soft furnishings and carpets well-maintained. All areas free from clutter. All areas smelling fresh and clean. Clean and freshly polished surfaces. Soft furnishings and carpets regularly deep-cleaned. Greater attention to detail, with high overall standards. 10 Clearly a pristine finish. Gleaming surfaces. No smears or marks. Evidence of thorough cleaning. Spotless soft furnishings and carpet. Beds where made up in advance to be well presented with fresh clean linen..3.3 Décor Functional decor and limited co-ordination. Limited pictures and wall hangings. Decoration may be old, but not damaged, scratched or torn. More attempt at co-ordination. Co-ordinated interior decoration. Well-finished, good quality wall coverings and paint work. Wall and ceiling coverings well applied. Use of pictures etc. where appropriate, particularly on plain walls. Where specific lighting is provided for pictures artwork etc. it will be assessed as decoration. Very good standard of decoration with use of high quality pictures and prints where applicable. Some effort made to hide surface-mounted pipes and wires. 10 Excellent interior design with high attention to detail. Thoughtful co-ordination of patterns, colours and textures. High quality wall coverings with professional finish to all aspects of decoration. Attractive use of pictures, prints and other decorative relief..3. Fixtures, fittings & furniture Furniture, furnishings and fittings of limited quality, range and co-ordination. A greater provision of furniture, which may be dated, but will be sound and fit for the purpose or furniture possibly once excellent, but now showing signs of age and wear and tear Curtains to be of a better quality, clean and free from stains. Good quality, functional furniture in a sound condition. Range of good quality sofas and/or armchairs in lounges. Good quality light fittings with appropriate shades. Substantial, lined curtains with good use of co-ordination. Some personal touches, e.g. books, magazines, local historical information etc, available in lounges..3.5 Flooring Adequate quality flooring. Some signs of wear and tear may be evident. Possibly not professionally fitted. Quite good quality flooring, but carpets may have a high manmade fibre content. Well-fitted, good quality flooring in sound condition and comfortable under foot. Wooden, stone or tiled floors in good condition. Some underlay for carpeting. High quality flooring, but not necessarily new and may show signs of wear; or more moderate quality but in pristine condition. Normally professionally fitted. 10 Professionally fitted, high quality carpeting, e.g. high percentage wool content in excellent condition with substantial underlay. Polished floorboards or high quality laminate with high quality rugs or mats where appropriate..3. Lighting & heating Adequate lighting levels for the style, size, and shape of the room. Effective heating in rooms at all reasonable times. Heating levels appropriate to the size of the room. Possibly not automatic or fixed. Quite good levels of lighting. Heating may be free-standing, but might be automatic or thermostatically controlled. Well-positioned lights offering good levels of illumination. Effective levels of heating providing an overall uniform temperature. Properly fitted and may be thermostatically controlled. Very good levels of light where different types of lighting may be used for practical, aesthetic and ambience reasons, e.g. halogen down-lights, standard lamps or picture lights. Properly fitted, automatic heating which may be thermostatically controlled. 10 Variety of types of lighting giving good levels of illumination for all practical purposes such as reading. A positive effort made to ensure that heating meets the guests needs. Likely to be automatic, thermostatically controlled heating. Some older storage heaters may not meet this requirement. Back-up source for heat for very cold weather, which may include open fires where appropriate, or coal/gas/log effect fires.. Bedrooms..1 Décor Functional decoration and limited co-ordination. Limited pictures and wall hangings. Decoration may be old, but not damaged, scratched or torn. Co-ordinated interior decoration. Well-finished, good quality wall coverings and paint work. Wall and ceiling coverings well applied. Use of pictures etc. where appropriate, particularly on plain walls. Where log cabins have wooden walls it is unlikely they will reach a higher rating unless enhanced with quality pictures, possibly with their own lighting enhancements. Very good standard of decoration with use of high quality pictures and prints where applicable. Some effort made to hide surface-mounted pipes and wires. 10 Excellent interior design, with high attention to detail. Thoughtful co-ordination of patterns, colours and textures. High quality wall coverings with professional finish to all aspects of decoration. Attractive use of pictures, prints and other decorative relief... Fixtures, fittings & furnishings A limited range of furniture, fixtures and fittings in terms of quality and range. Limited co-ordination of furniture, fixtures and fittings. Light and heating of adequate quality and safety for the style, size, and shape of the bedroom. All window coverings correctly fitted, with sufficient width and height to draw completely across the window. A greater provision of furniture, which may be dated but will be sound and fit for the purpose. Alternatively, furniture may have been excellent quality, but now showing signs of age, wear and tear. No great degree of comfort for the guest. Better quality curtains that are clean and easy to draw. Lighting and heating of quite good quality and in a quite good condition. Good quality furniture, in a sound and usable condition. Good use of co-ordination. Size and amount of furnishings in proportion to the space available. Good quality light fittings with appropriate shades. Substantial, lined curtains...3 Flooring Some signs of wear and tear may be evident. Not necessarily professionally fitted. Quite good quality flooring, but carpets may have high manmade fibre content. Wooden floorings can be enhanced with rugs; condition of the rugs needs to be in quite good. Well-fitted, good quality flooring in sound condition and comfortable under foot. Wooden floors in good condition. Enhanced with good quality rugs and presented in good order. Some underlay for carpeting. It is unlikely that log cabin floorings can reach a higher level without the addition of high quality rugs. High quality flooring, but not necessarily new and may show signs of wear. Or more moderate quality but in pristine condition. Normally professionally fitted. Any enhancement to flooring such as rugs needs to be of a very good quality and presented in very good order. 10 Professionally fitted, high quality carpeting, (e.g. high percentage wool content, in excellent condition) with substantial underlay. Polished floorboards or high quality laminate with first class quality rugs and presented in pristine condition... Beds & bedding Acceptable quality, but mattresses may be thin and bases shallow. Clean, secure headboards or equivalent. Adequately presented beds with bed covers in good repair. Adequate range of bedding, including sufficient blankets. Beds and bedding of quite good quality. Well-maintained beds and mattresses. Bedding may be faded, but some attempt at co-ordination. Good quality, comfortable bed. Firm mattress and sound base. Bed frames may be of older style, but in good condition. Well-presented beds with good quality, bedding. Clean and fresh additional bedding, preferably wrapped, provided. Very good firm/deep mattresses and sound bases. Headboards offer a degree of comfort. Very good quality with bedding co-ordinated to decorative theme where ever possible. Possibly a choice of pillows, e.g. hollow fibre or feather. The presentation of some styles of bed may benefit from the presence of a valance. Where additional bedding is provided it would be expected to be wrapped to maintain freshness. 10 Excellent quality bed, e.g. sprung mattress and high quality base. Clean headboard offering a high degree of comfort. Co-ordinated and crisply laundered linen where provided. A choice of bedding available, e.g. thickly quilted or similar quality bedspreads and blankets, or duvets with appropriate tog rating. Beds and bedding all of high quality and co-ordinated with bedroom decor and other soft furnishings. High standard of overall presentation. Appropriate use of valances and cushions.

5 AA Hotel Services Quality standards for AA recognised establishments 9 Bathrooms..5 Lighting & heating Adequate lighting levels for the style, size, and shape of the bedroom. Effective heating in rooms at all reasonable times. Heating levels appropriate to the size of bedroom possibly may not be automatic or fixed. Quite good levels of lighting. A main light and bedside lighting. Wattage higher than the cumulative minimum of 10/0 watts. Heating may be free-standing, but might be automatic or thermostatically controlled. Well-positioned lights providing good levels of illumination, which are easily controllable at night. Ample natural light. Effective levels of heating providing overall uniform temperature... Space, comfort & ease of use Free space could be limited, but room size will be adequate to accommodate all required furnishings and fittings. Functional decoration and tiling. No real co-ordination. Decoration possibly old, but not damaged, scratched or torn. Doors and drawers should be able to be fully opened, without having to move other furniture. Room large enough to contain all necessary furniture, but little thought given to layout. Provides reasonable free movement not unduly restricted by intrusive low beams. Large furniture possibly dominating the room, making it less usable. Reasonable sound insulation with minimal intrusive noise from plumbing, corridors, etc. Well-finished, good quality wall coverings and paint work. Wall and ceiling coverings well applied. Where log cabins have wooden walls it is unlikely they will reach a higher rating unless enhanced with additional protection to water contact areas. Very good standard of decoration, possibly recently re-decorated but not of highest quality; or excellent quality with some slight ageing. Some effort made to hide surface -mounted pipes and wires. Very good levels of light with easy access to controls. Different types of lighting may be used for practical or aesthetic reasons, e.g. halogen down-lights, standard lamps or picture lights. Wall mounted heating which may be thermostatically controlled. 10 Variety of quality lights, well-positioned and effective for all purposes, e.g. reading and at the dressing table. Controllable lighting, offering variable levels of light as appropriate. This may include main bedroom light controlled by door and bed. Individual thermostatically controlled heating. Some older storage heaters might not meet this requirement..5.1 Décor Sufficient space to allow free movement and a good degree of comfort. Easy use of all bedroom facilities. Convenient layout of furniture for practical use Good access to both sides of a double bed. Practical, comfortable chairs where provided in the main bedroom. Ample socket provision for all provided equipment. Extension leads could possibly be provided for additional electric appliances. Well-planned layout of furniture to maximise use of the free space. Rooms could be smaller, but considered planning means free space is just as usable. Very good access to both sides of a double bed. Spare and accessible sockets that are well placed for all uses. Minimal noise. 10 A spacious, well-planned room with furniture in suitable convenient places to allow a high degree of comfort. Area available for luggage storage without cluttering the room and obstructing access. Easy and convenient use of facilities, e.g. TV (where provided), access to power points etc. Comfortable easy chairs. Appropriate levels of flat, clear surface to suit the market. Generous access to both sides of a double bed. No intrusive noise. 10 Excellent interior design, with considerable attention to detail and everything in pristine condition. Professional finish to all aspects of decoration with high quality decor and tiling. Sealant and grouting immaculate. Use of decorative relief, where appropriate..5. Flooring Adequate comfort to flooring, some signs of wear and tear may be evident. Possibly not fitted professionally. Best practice suggests that washable flooring is more hygienic than carpeting. Quite good quality flooring, but any carpets may have a high man-made fibre content. Vinyl flooring or tiles should have little damage. Well-fitted, good quality flooring in sound condition and comfortable under foot. Wooden floors in good condition. Some underlay for carpeting. High quality flooring, but not necessarily new and may show signs of wear; or more moderate quality but in pristine condition. Normally professionally fitted. 10 Professionally fitted, high quality carpeting, tiles, vinyl or laminate. Polished floorboards or high quality laminate with rugs. Where the flooring is tiled, grouting and sealant is in excellent order..5. Bathroom suite Fittings of an acceptable quality. Correctly fitted, appropriate window covering. Provision of flat surface for guests belongings. Fittings of a quite good quality, but may be dated or worn. Sanitary ware may not be matching and may include plastic washbasins, shower trays etc. Solid, matching, good quality and well-fitted appliances Co-ordinated sanitary ware. Good shelf space for guests belongings. Good sized bath and washbasin. Shower screen or high quality shower curtain. Very good quality bath and shower trays probably ceramic/enamel or composite. Generally high quality fittings throughout with only slight wear. All sanitary ware in good order, no cracks, crazing or dull finishes. High quality taps and showers, easy to control..5.5 Space, comfort & ease of use Quite good levels of comfort. Possibly limited space but guests should be able to use facilities comfortably with convenient access to bath, shower and WC. Sufficient space to allow easy access to the facilities. Well-planned layout of sanitary ware and fittings to maximise convenience and ease of use. Very good provision of shelf space for guests toiletries etc. Ample space to allow easy access to the facilities. Plenty of provision for laying out toiletries, and shaving equipment/ makeup. Convenient layout. Minimal noise from plumbing. 10 Excellent free space to allow for easy access to the facilities. Plenty of provision for laying out toiletries, shaving equipment and hanging up clothes. Minimal noise from plumbing. 10 High quality, solid, well-made fittings in excellent order, all in matching style. Sturdy cast iron or steel and enamel bath. High quality shower cubicles or screens. Power showers or high quality fittings which are responsive, thermostatically controlled and easy to use. Plenty of hot water at all times. Generous amount of towel rail space..5.3 Lighting, heating & ventilation Adequate lighting levels for the style, size, and shape of the bathroom. Adequate heating for size of room at all reasonable times, may not be automatic, but should be fixed for safety. Effective ventilation. Possibly window only. Quite good levels of lighting. Possibly main light only. Heating offering a good level of warmth which might be automatic or thermostatically controlled. Well-positioned lights offering good levels of illumination particularly by the mirror. Ample natural light. Comfortable heating levels, appropriate to the room size and providing overall uniform temperature. Very good levels of light especially over or next to the mirror. Different types of lighting possibly used for practical or aesthetic reasons, e.g. halogen down lighters. Properly fitted, automatic, thermostatically controlled heating. 10 Well-positioned, good quality lights offering good levels of illumination for various purposes, e.g. shaving, applying make-up etc. Responsive, thermostatically controlled, automatic heating. Some older storage heaters possibly don t meet this requirement. Heating source, possibly a heated towel rail. Where there is a window, an extractor fan as well as the window will be expected. AA Self Catering QS Brochure.indd /3/10 1:1:3

6 10 AA Hotel Services Quality standards for AA recognised establishments 11 Kitchen..1 Décor Functional decor and limited co-ordination. Decoration may be old, but not damaged, scratched or torn. More attempt at co-ordination. Co-ordinated interior decoration. Well-finished, good quality wall coverings and paint work with easy to clean surfaces. Wall and ceiling coverings well applied. Very good standard of decoration with some effort made to hide surface-mounted pipes and wires. 10 Excellent interior design with high attention to detail. Thoughtful co-ordination of patterns, colours and textures. High quality wall coverings with professional finish to all aspects of decoration... Units Kitchen units and furniture along with furnishings adequate in terms of quality and range. Limited co-ordination. Adequate work surface and storage must be provided (minimum metre work surface and 1 metre cupboard) Light and heating fittings of acceptable quality and safety for the style, size, and shape of the room. Kitchen units and furniture along with furnishings and fittings of quite good quality, sound and fit for the purpose. Alternatively, units and furniture may have been excellent quality but now showing signs of age, wear and tear. Adequate work surface and storage space must be provided (minimum metre work surface and 1 metre cupboard). Kitchen units and furniture of good quality and condition. Size and quality of furniture i.e. size of dining table and free space in proportion to the space available. More than adequate work surface and cupboard space must be provided (e.g. 3 metre work surface and metre cupboard) High quality kitchen units, possibly designer and professionally fitted furniture, including such things as built in wine rack, integral fridge, freezer, dishwasher, washing machine etc. Furniture not necessarily new but still offering a very good level of work surface and cupboard space. 10 All furniture in excellent quality and condition. Modern, reproduction or antique style. Some of the furniture may show signs of distress that does not detract from its overall quality. Excellent provision of work surface and cupboard space...3 Flooring Adequate quality flooring. Some signs of wear and tear may be evident. Possibly not professionally fitted. Quite good quality flooring, carpet may have a high manmade fibre content. Well-fitted, good quality flooring in sound condition and comfortable under foot. Wooden, stone or tiled floors in good condition. High quality flooring, but not necessarily new and may show signs of wear. Or more moderate quality but in pristine condition. Normally professionally fitted. 10 Professionally fitted, high quality flooring in excellent condition. Polished floorboards or high quality laminate with high quality rugs or mats where appropriate... Lighting, & Ventilation Adequate lighting levels for the style, size, and shape of the room. Effective heating in rooms at all reasonable times. Heating levels appropriate to the size of the room. Possibly not automatic or fixed. Quite good levels of lighting. Heating may be free-standing, but might be automatic or thermostatically controlled, where required. Ventilation through opening windows. Well-positioned lights offering good levels of illumination. Effective levels of heating providing overall uniform temperature. Properly fitted and possibly thermostatically controlled heating. Ventilation through opening windows and possibly through forced extraction over the cooker. Very good levels of light where different types of lighting may be used for practical, aesthetic and ambience reasons, e.g. halogen down-lights and lamps etc. Properly fitted, automatic heating which may be thermostatically controlled. Ample natural ventilation with fitted and controllable extraction fan system. 10 Variety of types of lighting giving good levels of illumination for all practical purposes such as reading etc. A positive effort made to ensure that heating meets the guests needs. Likely to be automatic and thermostatically controlled. Natural ventilation together with controllable extraction fan system and air conditioning...5 Space & storage Room large enough to contain all necessary furniture. Little thought given to layout but adequate space for practical use when cooking etc. Utility rooms to be taken into consideration at all levels. Room sizes will need to be greater with significantly more usable space and uncluttered. Sufficient space allowing for practical use when cooking etc. A good degree of space to allow easy use of equipment and kitchen facilities. A very good degree of space with very easy access to kitchen properties, equipment and facilities. Thought given to how the kitchen is laid out ergonomically in relation to the fridge, cooker, sink etc. 10 A spacious, well-planned room with furniture in suitable, convenient places allowing a high degree of comfort. Easy and convenient use of facilities. Excellent ergonomic design in relation to the way the kitchen is laid out (fridge, cooker and sink)... Electrical appliances including cooker Basic equipment, cooker, fridge, kettle. All items to be in sound working order despite their age and condition. As 1 Star with additional items provided, these may show signs of wear but must be in sound working order. All appliances must be very well maintained and in good working order, with no signs of wear and tear. A very good range of equipment. All items must be very well maintained and in extremely good working order. Little signs of wear and tear. Additional items e.g. microwave, dishwasher, etc. should be considered at this level, but not essential. 10 An excellent range of appliances such as coffee machine, juicer, food processor etc. All items must be in pristine condition and in perfect working order. Additional items e.g. coffee maker, BBQ, slow cooker etc should be considered at this level...7 Pans, utensils, cookware & knives Basic quality and range of pans and utensils adequate for the number of guests. These do not need to be matching and may show signs of wear, but must be fit for purpose. Kitchen knives to be of an acceptable standard, possibly not matching but fit for the purpose intended. Better quality and wider range of pans cookware and utensils, adequate for the number of guests. These do not need to be matching and may show signs of wear, but must be fit for purpose. A small range of kitchen knives, possibly matching. A good range of quality pans, cookware and utensils adequate for the number of guests. These will be matching and of a heavier quality, but may show some signs of wear, but remaining fit for purpose intended. A set of kitchen knives, matching and presented in a knife block or wall mounted on a magnetic strip. A very good range of quality pans, cookware and utensils adequate for the number of guests. These will be matching and of a heavier quality and better range of pans including large frying pan and wok. They may show some signs of wear but remain fit for purpose intended. A quality range of kitchen knives, well presented and in very good condition. 10 An excellent range of quality pans, including a selection of larger pans, quality matching cookware and utensils, possibly including a garlic press, salt and pepper mills, modern scales, and a full set of quality kitchen knives. These will be heavier quality, matching and in pristine condition. All items must be fit for purpose... Crockery, cutlery & glassware Basic quality and range of cutlery, crockery and glassware adequate for the number of guests. These do not need to be matching and may show signs of wear, but must be fit for purpose. Better quality and wider range of cutlery, crockery and glassware adequate for the number of guests. Crockery, cutlery and glass wear should be matching but may show signs of wear. All items must be fit for purpose. A good range of cutlery, crockery and glassware adequate for the number of guests. Wine glasses as well as drinking tumblers to be provided. These must be matching and of a higher quality, but may show some signs of wear whilst remaining fit for purpose intended. A very good range of matching cutlery, crockery and glassware adequate for the number of guests. These must be of a higher quality, with minimal signs of wear. A range of glasses such as wine, drinking tumblers, whisky glasses etc to be provided. 10 An excellent range of cutlery, crockery and glassware adequate for the number of guests. These will be of excellent quality, matching and in pristine condition. A large range of quality matching glasses, second set of cutlery, fine dine dinner service and picnic hamper crockery, cutlery and glasses could also be provided.