Title Page
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Department Audited
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Conducted on
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Audited by
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Name of Associate(s) 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, a 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 canceled 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**
