ORLANDO, Florida -- The voice of the consumer just got louder
during the only comprehensive North American hotel inspections and
ratings performed by experts.
AAA has updated its Approval Requirements & Diamond Rating
Guidelines for lodgings, the blueprint for assigning ratings of One to
Five AAA Diamonds following successful on-site inspections at more than
30,000 hotels throughout North America.
The new guidelines incorporate member expectations regarding hotel
fees, recognize emerging shifts in design trends and reflect a more
personalized approach to enhancing guest comfort and satisfaction.
"Traveler expectations and travel industry capabilities continue to evolve," said Michael Petrone,
director AAA Tourism Information Development. The new guidelines
address changes that have occurred since the last update in 2007. With
input from AAA's full-time hotel inspectors, AAA members and industry
professionals, the updated guidelines reflect current AAA member
expectations and travel trends."
"The biggest changes reflected in this update were prompted by AAA
member feedback," said Petrone. "In a time when travelers are challenged
to manage costs amid changing gasoline prices and airline add-ons,
members are fed up with hidden hotel costs. For example, charges are
sometimes assessed for an in-room safe, on-site fitness center or pool —
whether the guest uses them or not. Members want all-inclusive,
published room rates with no surprises at checkout."
"Additionally, today's family often travels with four or five
electronic devices and can face dramatic increases in accommodation
costs when properties charge daily Wi-Fi usage fees. The growing
expectation is for in-room Internet access that is both high-speed and
free," added Petrone.
Now, as part of the travel information collection process, properties
charging resort and Wi-Fi fees will receive points off their evaluation
score, which could impact their overall rating. To facilitate member
decision making, AAA's digital and printed hotel listings will indicate
if a resort fee is charged, and Wi-Fi reporting will shift from on-site
availability to in-room availability and fees.
Another changing trend is increased focus on property exclusivity.
The new guidelines continue to emphasize guest comfort and satisfaction
while recognizing greater flexibility and differentiation in how hotels
achieve this goal. For example, while improved bedding may have
similarities across properties, approaches to enhanced décor may be wide
ranging. Hotels may incorporate self-serve, playful or artistic
elements such as check-in kiosks, interactive touch screens, digital
signage, mood lighting or fragrances in social areas. At the higher
rating levels, service standards have been updated to include a more
creative approach to the personalized guest experience.
AAA inspectors have also noted growing member expectations for more
amenities at lower rating levels, particularly in regard to technology.
Examples include flat-screen televisions, portable device docking
stations and jack packs that allow transmission of digital information
on TVs. Other preferences growing in prevalence include sustainable
design features, products and eco-friendly services. Relevant changes
for each market segment are noted in the revised guidelines and will be
reflected in the on-site evaluation report inspectors provide to all
properties.
SOURCE AAA
