Title Page
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Audit Date & Time
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Conducted by
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Location
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Lady or Gentleman audited
Standards
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* The hotel's website is notable in design and consistent with the property and/or brand
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* The hotel's website is intuitive and seamless to navigate
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Content on the hotel website is current, free of errors and grammatically correct
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* An online hotel booking engine or mobile application is available
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* Booking engine is convenient and allows the guest to filter room results
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* Booking engine offers a rate and availability calendar
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Rate types and inclusions are clearly and conveniently described during the online booking process
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During the online booking process, room descriptions are helpful, with accurate photos of the bedroom, bathroom and any living spaces included
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* It is possible to add special requests to the reservation during the process of online booking
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The deposit and cancellation policy is prominently explained before the booking is processed online
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For online bookings, confirmation number is immediately generated and the full confirmation email is received within two hours
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* Bookings made through the property website can be amended or cancelled online
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Hotel booking details are accurately reflected in the email confirmation
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All email communications are personalized
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* All email communications are professionally formatted and accurately reflect the property and/or brand
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Staff is articulate and courteous when corresponding with the guest via email
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General email inquiries are acknowledged within 24 hours
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All text message communications are polite, professional and consistent with the property style
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Text messages are answered within three minutes
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* When guest requests are made through digital technology, the functionality is intuitive and convenient
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* All service automation functions seamlessly and as expected
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* Non-digital alternatives are available for any service automation technologies provided