MOD REPORT 2022

If standing in a queue, an attempt to acknowledge the guest was made in a timely manner

Warm welcome/greeting provided

Mobile Check-In Welcome meets standards.<br>Mark N/A if any of the following:<br>• Guest check-in was conducted via standard check-in<br>• Hotel located in Venezuela<br>The associate must welcome the mobile check-in guest minimally with:<br>• Acknowledgement that they are a mobile guest ( e.g.,, Thank you for using mobile check-in, What did you think of mobile check-in?)<br>• Convey a sense of "We've been expecting you" ( e.g.,, Because you used mobile check-in, we have your keys prepared for you; We've been expecting you; Thank you for using mobile check-in , we have your room ready; We have been preparing for you)<br>• Recognize preferences ( e.g.,, Room type)<br>Mark No if any of the above criteria is not met

Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

Well-groomed and professional, wearing a uniform

Name tag meets standard

Room number provided discreetly, non-verbally

Associate offers enrollment into Marriott Bonvoy to guest at check-in

All Marriott Bonvoy members are recognized at check-in

Gold Elite, Platinum Elite, Titanium Elite, and Ambassador Elite members offered room upgrade

Platinum Elite, Titanium Elite, and Ambassador Elite members' check-out time confirmed at check-in

Internet assistance offered at check-in

The associate was knowledgeable about property offerings

The associate executed payment and key delivery components for mobile check-in

Marriott Bonvoy Key Packet Delivery meets standard

Guest name used during the experience

Further assistance offered to the guest

Warm and sincere closing offered and appreciation demonstrated

Check-in procedures meet standards

The overall experience met guest expectations and was free of negative detractors

Marriott Bonvoy signage meets standard

Telephone - Telephone etiquette meets standard

Telephone – Warm welcome/greeting provided

Telephone - The associate uncovered the guest's need

Telephone - The associate confirmed the caller's request by repeating back key details to ensure correct understanding

Telephone - Guest name used during the experience

Telephone - Further assistance offered to the guest

Telephone - Warm and sincere closing offered and appreciation demonstrated

Telephone - The overall experience met guest expectations and was free of negative detractors

Delivery meets standard. Delivery meets standard<br>Mark N/A if item is to be picked up at front desk<br>The associate must minimally:<br>• Deliver the item within (5) minutes of the stated time, OR<br>• Take no longer than 30 minutes (if time is not stated)<br>It is acceptable for an item to be delivered earlier than the given delivery time<br>Mark No if any of the above criteria is not met

Delivery/Pick Up - Room delivery announcement meets standard

Delivery/Pick Up - Warm welcome/greeting provided

Delivery/Pick Up - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

Delivery/Pick Up - Well-groomed and professional, wearing a uniform

Delivery/Pick Up - The associate confirmed the item with the guest and offered to set-up the item

Delivery/Pick Up - The requested item was neat, clean and in good condition

Delivery/Pick Up - Guest name used during the experience

Delivery/Pick Up - Further assistance offered to the guest

Delivery/Pick Up - Warm and sincere closing offered and appreciation demonstrated

Delivery/Pick Up - The overall experience met guest expectations and was free of negative detractors

If standing in a queue, an attempt to acknowledge the guest was made in a timely manner

Restaurant

Dinner

Warm welcome/greeting provided

Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

Well-groomed and professional, wearing a uniform

Name tag meets standard

Table service meets standard<br>Mark N/A if any of the following:<br>• Bar is a licensed concept<br>• Area is under complete renovation and not available for guest use<br>• Bar area does not have tables (bar seating only)<br>Table service must meet the following:<br>• Available (i.e., guests must be served by a server when seated away from the bar)<br>• Guest must be able to place an order with a server without waiting more than (5) minutes<br>Mark No if any of the above criteria is not met

Guest name used during the experience

Further assistance offered to the guest

Warm and sincere closing offered and appreciation demonstrated

The overall experience met guest expectations and was free of negative detractors

Bar/Lounge table and table setting clean and in good condition

BEST BREWS: Moments occur daily<br>Scripted Moments are:<br>• Daily F&B Promotions (from page 32 of the Activation Guide)<br>• They must be:<br>o One of the approved Moments from the Activation Guide<br>o Offered pro-actively<br>Mark No if any of the above criteria is not met

BEST BREWS: Best Brews and BBQ weekly event or free evening buffet is not offered

BEST BREWS: Music meets standards

BEST BREWS: Menu meets standard Menus must be:<br>• Presented to guest In correct brand specification

BEST BREWS: Local draft beer meets standard

BEST BREWS: The associate is knowledgeable about Best Brews

BEST BREWS: Bar area collateral meets standard

BEST BREWS: Glassware/coaster meets standard

BEST BREWS: Public area collateral meets standard

Bottled Beer Offering meets standard

Spirits Offering meets standard AP<br>Hotels must minimally offer the following:<br>• Vodka (well), Absolut<br>• (3) Vodka (call), Absolut Flavours<br>• Vodka (call), Absolut Elyz<br>• Gin (well), Beefeater<br>• Whiskey - Irish (well), Jameson<br>• Tequila (well), Olmeca<br>o It is acceptable for hotels in India to not offer Tequila<br>• Cognac (call) – Martell Cordon Bleu<br>Minimally (1) of the following well and (1) call type must be offered:<br>• Gin (call), Beefeater 24<br>• Gin (call), Monkey 47<br>• Blended Whiskey (well), Chival Regal 12-year<br>• Blended Whiskey (well), Ballentine’s 12-year<br>• Blended Whiskey (call), Chival Regal 18-Year<br>• Blended Whiskey (call), Ballentine’s 17-Year<br>• Single Malt Whisky (well), The Glenlivet 12-Year<br>• Single Malt Whisky (well), The Glenlivet Founder’s Reserve<br>• Single Malt Whisky (well), The Glenlivet Excellence<br>• Single Malt Whisky (well), Aberlour 12-Year<br>• Single Malt Whisky (call), Glenlivet 15-Year<br>• Single Malt Whisky (call), Aberlour 16-Year<br>• Cognac (well), Martell VSOP<br>• Cognac (well), Martell Noblige<br>• Liqueur (well), Ricard<br>• Liqueur (well), Malibu<br>• Liqueur (well), Kahlua

Bar/Lounge Cleanliness - Walls/Doors/Ceiling/Windows/Treatments

Bar/Lounge Condition - Walls/Doors/Ceiling/Windows/Treatments

Bar/Lounge Cleanliness - Floor

Bar/Lounge Condition - Floor

Bar/Lounge Cleanliness - Furniture/Equipment/Décor Items

Bar/Lounge Condition - Furniture/Equipment/Décor Items

Bar/Lounge Service Area and Equipment Cleanliness

Bar/Lounge Service Area and Equipment Condition

Buffet/Dining Area Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

Buffet/Dining Area Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

Buffet/Dining Area Cleanliness - Floor

Buffet/Dining Area Condition - Floor

Buffet/Dining Area Cleanliness - Furniture/Equipment/Decor Items

Buffet/Dining Area Condition - Furniture/Equipment/Decor Items

Buffet/Dining Area and Equipment Cleanliness

Buffet/Dining Area Equipment Condition

Warm welcome/greeting provided

Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

Well-groomed and professional, wearing a uniform

Guest name used during the experience, when known

Further assistance offered to the guest

Warm and sincere closing offered and appreciation demonstrated

The overall experience met guest expectations and was free of negative detractors

Breakfast is available

Check Presentation meets standard Minimally, check is presented:<br>• (AP): After food is ordered

Menu meets standard Menus must be:<br>• In correct brand specification<br>• Offering minimum menu requirements, by continent

Children's menu meets standard Menus must be:<br>• Available<br>• In correct brand specification ( e.g.,, kid’s placemat)<br>• Offering minimum menu requirements, by continent

Coffee/tea meets standard Restaurant coffee/tea must be:<br>• Available<br>• (AP): (6) Teas

Premium specialty coffee meets standard ( e.g.,, espresso, cappuccino, latte) must be:<br>• Available<br>• Not offered complimentary

Signature coffee offerings meet standard

Salad and Noodle bar meet standards Minimally the following must be in place:<br>• Salad bar<br>• Noodle bar<br>o Live station where Asian soup noodles are prepared

Breakfast Buffet: Breakfast Beverages meet standard The following beverage items must be in place:<br>• Juices:<br>o Orange<br>o (2) other selections<br>• Coffee:<br>o Regular<br>o Decaffeinated<br>• Tea:<br>o Black Tea (English Breakfast)<br>o Green tea<br>o Earl Grey<br>o Jasmine<br>o Chrysanthemum (it is acceptable for hotels in India to not offer Chrysanthemum)<br>o Pu-erh (it is acceptable for hotels in India to not offer Pu-erh)

Breakfast Buffet: Cereals and Oatmeal meet standards (AP) 3) Cereals:<br>o Cold<br>o Non-sweet ( e.g.,, corn flakes, rice bubbles, muesli flakes)<br>o Sweet ( e.g.,, chocolate pops, sugar frosties, honey puff)<br>• (1) Cereal, hot<br>• (5) Toppings:<br>o Brown sugar<br>o Raisins<br>o (2) other dried fruit<br>o Honey<br>Mark No if any of the above criteria is not met

Breakfast Buffet: Pancake/Waffle/French Toast section meets standards The following minimum food items must be in place<br>• Minimally, (1) of the following must be offered:<br>o Waffles<br>o Pancakes<br>o French Toast<br>• Syrup - maple<br>• Toppings:<br>o Butter<br>o Sliced bananas in caramel sauce<br>o (2) other fruits ( e.g.,, strawberries, cherries) (1) of the following nuts:<br>▪ Almonds<br>▪ Pistachios<br>▪ Macadamia<br>Mark No if any of the above criteria is not met

Breakfast Buffet: Hot protein items meet standards

Breakfast Buffet: Meat and cheese meets standard The following food items must minimally be in place:<br>• Cheeses:<br>o (1) Soft ( e.g.,, Brie, camembert)<br>o (1) Hard ( e.g.,, Swiss, Cheddar)<br>o (1) Whipped cream cheese<br>• (2) Cold cuts ( e.g.,, cured meats, honey roast ham, salami)<br>• (1) mustard or chutney<br>• (1) Cracker<br>• Marinated feta in olive oil

Breakfast Buffet: Dairy Items meet standard

Breakfast Buffet: Fruit meets standard The following food items must minimally be in place:<br>• Fruit:<br>o (3) Whole ( e.g.,, apples, banana)<br>o (4) "Cut" fruit<br>▪ It is acceptable if up to (2) cut fruits are types of melon ( e.g.,, cantaloupe, watermelon) ▪ Non-melon fruits should be local seasonal fruit ( e.g.,, mango, pear)<br>▪ It is acceptable if small fruit is washed and left whole ( e.g.,, strawberries, blueberries, cherries)<br>▪ Canned or tinned fruit is not acceptable

Breakfast Buffet: Pastry Section meets standards The following food items must be in place:<br>• (3) Breads<br>• (1) Gluten-free bread

Telephone - Telephone etiquette meets standard

Telephone - Warm welcome/greeting provided

Telephone - Greeting meets standard Telephone - Greeting meets standard<br>External calls must minimally include:<br>• Associate’s name<br>• Hotel name<br>Internal calls must minimally include:<br>• Associate’s name<br>Mark No if any of the above criteria is not met

Telephone - Guest name used during the experience,

Service Recovery Process meets standard (Listen, Resolve, Notify)

Service Recovery Process meets standard (Empathize, Apologize)

Indicate which non-required collateral is still in place, if any

Entry door safety features are fully functional

Smoke detector functional

Guestroom wireless internet access meets standard

Closet Amenities meet standard

Guestroom Coffee/Tea meets standard AP, <br>• Coffee<br>o (1) premium quality regular coffee

Guestroom Water Bottle meets standard

Guestroom Collateral meets standard Rooms must minimally have in Brand specification for:<br>• Do Not Disturb<br>o It is acceptable for DND to be electronic<br>• Compendium/Guest Service Directory<br>o It is acceptable for the Guest Service Directory to be on the television<br>It is acceptable for Quebec hotels to utilize alternate collateral specifications

Doorknob and compendium breakfast menu meets standard

Reading Materials meet standards

Guestroom recycling meets brand standard

Television meets standard

Telephones meet standards

Notepad and Pen meet standard

Alarm clock/clock radio meets standards

Bedside power meets standards

Logo meets standard

Duvet/comforter and decorative top sheet meet standard

Mattress pad, linen, and bed skirt meet standard

Pillows meet standard<br>Mark N/A if room has been "pre-blocked" with a special request for pillows and documentation provided<br>The following pillow arrangements must be present:<br>• (4) pillows, sized to match bed size<br>o (2) natural/feather<br>o (2) synthetic/foam<br>AP/CALA/EUR/MEA:<br>• Twin Bed (where applicable):<br>o (2) King pillows<br>▪ (1) natural/feather<br>▪ (1) synthetic/foam (hypoallergenic)<br>Mark No if any of the above criteria is not met

Bedroom/Bathroom Odor is neutral

Bedroom Cleanliness - Doors/Walls/Baseboards/Mirrors/Artwork

Bedroom Condition - Doors/Walls/Baseboards/Mirrors/Artwork

Bedroom Cleanliness - Ceiling

Bedroom Condition - Ceiling

Bedroom Cleanliness - Flooring/Carpet

Bedroom Condition - Flooring/Carpet

Bedroom Cleanliness - Closet Area/Ironing Board/Iron/Safe

Bedroom Cleanliness - Coffee Set Up/Ice

Bedroom Condition - Closet Area/Ironing Board/Iron/Safe

Bucket/Trays/Accessories/Refrigerator/ Microwave/Mini Bar/Wet Bar

Bedroom Condition - Coffee Set Up/Ice Bucket/Trays/Accessories/Refrigerator/ Microwave/Mini Bar/Wet Bar

Bedroom Cleanliness - Case Goods - Dresser/Nightstands/End Coffee Tables

Bedroom Condition - Case Goods - Dresser/Nightstands/End Coffee Tables

Bedroom Cleanliness - Desk/Desk Chair/Trashcan(s)

Bedroom Condition - Desk/Desk Chair/Trashcan(s)

Bedroom Cleanliness - Upholstered Furniture (Chairs/Ottoman/Sofa)

Bedroom Condition - Upholstered Furniture (Chairs/Ottoman/Sofa)

Bedroom Cleanliness - Telephone/Clock/Audio Equipment/Television(s)/Remote Control/Collateral

Bedroom Condition - Telephone/Clock/Audio Equipment/Television(s)/Remote Control/Collateral

Bedroom Cleanliness - Lamps/Lighting

Bedroom Condition - Lamps/Lighting

Bedroom Cleanliness - Windows/Window Treatments

Bedroom Condition - Windows/Window Treatments

Bedroom Cleanliness - HVAC/Ventilation

Bedroom Condition - HVAC/Ventilation

Bedroom Cleanliness - Balcony/Patio Furniture/Area

Bedroom Condition - Balcony/Patio Furniture/Area

Bedroom Cleanliness - Headboard/Bed Frame/Mattress/Box spring

Bedroom Condition - Headboard/Bed Frame/Mattress/Box spring

Bedroom Cleanliness - Bedding/Linens/Coverlets/Free of Wrinkles

Bedroom Condition - Bedding/Linens/Coverlets

Bedroom Cleanliness - Pillows

Bedroom Condition - Pillow Fold Test

Bedroom Condition - Pillows/Shams

Room/Suite is free of pests

The experience met guest expectations and was free of negative detractors

Bath Vanity Amenities meet standards<br>Bath Vanity Amenities must minimally include:<br>• Facial tissues with box cover<br>• Waste basket, with liner<br>o Plastic bags are not permitted<br>• (2) Water glasses, on coasters (CALA, EMEA)<br>• Shoe mitt (AP)<br>It is acceptable for the tissue box to be built into the vanity<br>It is acceptable for mouth wash and vanity kit/pack to be present<br>Mark No if any of the above criteria is not met

Bath Terry meets standard<br>Bath Terry must minimally include:<br>• White<br>• Match within room<br>• (1) Bath mat • Guestroom with (2) or more beds<br>o (3) Bath towels<br>o (3) Hand towels<br>o (3) Washcloths<br>• Guestroom with (1) bed:<br>o (2) Bath towels<br>o (2) Hand towels<br>o (2) Washcloths<br>Mark No if any of the above criteria is not met

Shower curtain rod meets standard<br>Mark N/A if bathroom has shower door<br>If shower curtain is in place, bathroom must have a curved shower rod<br>Mark No if any of the above criteria is not met

Bathroom Cleanliness - Doors/Walls/Baseboards

Bathroom Condition - Doors/Walls/Baseboards

Bathroom Cleanliness - Ceiling

Bathroom Condition - Ceiling

Bathroom Cleanliness - Floor

Bathroom Condition - Floor

Bathroom Cleanliness - Sink/Counter/Shelves/Faucets

Bathroom Condition - Sink/Counter/Shelves/Faucets

Bathroom Cleanliness - Mirrors/Lighting/Light Fixtures

Bathroom Condition - Mirrors/Lighting/Light Fixtures

Bathroom Cleanliness - Vents/Exhaust Fans

Bathroom Condition - Vents/Exhaust Fans

Bathroom Cleanliness - Fixtures (Towel Bars/Hair Dryers/Amenity Tray/Waste Can/Tissue Holder/Toilet Tissue Holder)

Bathroom Condition - Fixtures (Towel Bars/Hair Dryers/Amenity Tray/Waste Can/Tissue Holder/Toilet Tissue Holder)

Bathroom Cleanliness - Linens/Terry

Bathroom Condition - Linens/Terry

Bathroom Cleanliness - Toilet

Bathroom Condition - Toilet

Bathroom Cleanliness - Shower Curtain/Shower Doors/Shower Rod

Bathroom Condition - Shower Curtain/Shower Doors/Shower Rod

Bathroom Cleanliness - Bathtub/Shower Enclosures/Plumbing Fixtures

Bathroom Condition - Bathtub/Shower Enclosures/Plumbing Fixtures

Program-required Bath Amenities meet standard

Elevators Cleanliness - General

Elevators Condition - General

Corridors/Stairways Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

Corridors/Stairways Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

Corridors/Stairways Cleanliness - Floor

Corridors/Stairways Condition - Floor

Corridors/Stairways Cleanliness - Furniture/Equipment/Décor Items

Corridors/Stairways Condition - Furniture/Equipment/Décor Items

Vending Area Cleanliness - General

Vending Area Condition - General

All lobby and public areas are free of clutter

Music meets standard

Scent program meets standard

Public Space wireless internet access meets standard

Checkpoint/front desk shelving meets standard

Checkpoint/Global Play Artifacts meets standard

Complimentary Coffee Cleanliness - General

Complimentary Coffee Condition - General

Complimentary Coffee Condition - General

Main Entry/Vestibule Condition - General

Lobby Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

Lobby Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

Lobby Cleanliness - Floor

Lobby Condition - Floor

Lobby Cleanliness - Furniture/Equipment (Luggage Carts)/Décor Items

Lobby Condition - Furniture/Equipment (Luggage Carts)/Décor Items

Lounge Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

Lounge Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

Lounge Cleanliness - Floor

Lounge Condition - Floor

Lounge Cleanliness - Furniture/Equipment/Décor Items

Lounge Condition - Furniture/Equipment,/Décor Items

Hours of operations meet standards

Business services equipment meets standards Mark N/A if area is under complete renovation and not available for guest use<br>Business services include, at a minimum:<br>• Access to PC workstation with internet<br>• Basic office supplies<br>Mark No if any of the above criteria is not met

Guest Printing meets standards

Business Center Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

Business Center Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

Business Center Cleanliness - Floor

Business Center Condition - Floor

Business Center Cleanliness - Furniture/Equipment/Décor Items

Business Center Condition - Furniture/Equipment/Décor Items

Public Restroom meets standards<br>Mark N/A if the public restroom is under complete renovation and not available for guest use<br>Hotels with multiple public restroom locations, choose (1) set of restrooms to check<br>Public restroom must have the following:<br>• Toilet tissue<br>• Hand towels or hand dryer<br>• Facial tissue<br>• Waste basket<br>Mark No if any of the above criteria is not met

Public Restrooms Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Partitions

Public Restrooms Condition - Walls/Doors/Ceiling/Vents/Lighting/Partitions

Public Restrooms Cleanliness - Floor

Public Restrooms Condition - Floor

Public Restrooms Cleanliness - Toilets/Urinals

Public Restrooms Condition - Toilets/Urinals

Public Restrooms Cleanliness - Sinks/Vanity/Mirrors

Public Restrooms Condition - Sinks/Vanity/Mirrors

Public Restrooms Cleanliness - Furniture/Equipment/Décor Items

Public Restrooms Condition - Furniture/Equipment/Décor Items

Meeting services meets standard<br>Mark N/A if any of the following:<br>• Meeting room is under complete renovation and not in guest use<br>• Hotel does not have a meeting room<br>If no meetings are pre-set or all rooms are occupied, ask one associate to describe how a room is pre-set for guest's arrival<br>Meeting rooms must minimally include:<br>• Group signage professionally printed or digitally displayed<br>• Audio visual<br>• Pad<br>• Pen<br>Mark No if any of the above criteria is not met

Meeting Room Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

Meeting Room Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

Meeting Room Cleanliness - Floor

Meeting Room Condition - Floor

Meeting Room Cleanliness - Furniture/Equipment/Décor Items

Meeting Room Condition - Furniture/Equipment/Décor Items

Fitness Center accessibility meets standard<br>Mark N/A if any of the following:<br>• Hotel does not have a fitness center/exercise room<br>• Fitness center/exercise room is under complete renovation and not available for guest use<br>• Facility is leased and not operated by hotel<br>• Facility is outside/adjacent to hotel<br>Fitness center must be:<br>• Accessible via key card access and/or available on request 24 hours a day<br>• Complimentary<br>It is acceptable for hours of operations to be 6:00 am - 11:00 pm when access to fitness center is through the pool that is not staffed at all times<br>Mark No if any of the above criteria is not met

Fitness Center music meets standard

Fitness Center telephone meets standards

Fitness Center amenities meet standards

Fitness Center equipment meets standard - cardio

Fitness Center equipment meets standard – weight training

Fitness Center/Exercise Room Cleanliness -Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

Fitness Center/Exercise Room Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

Fitness Center/Exercise Room Cleanliness - Floor

Fitness Center/Exercise Room Condition - Floor

Fitness Center/Exercise Room Cleanliness - Furniture/Equipment/Décor Items

Fitness Center/Exercise Room Condition - Furniture/Décor Items

Fitness Center/Exercise Room Condition - Equipment

Pool towel placement meets standard<br>Mark N/A if any of the following:<br>• Hotel does not have a pool<br>• Pool is under complete renovation and not available for guest use<br>• Facility is leased and not operated by hotel<br>• Pool is outside/adjacent to hotel<br>Towels are located near the pool area<br>Mark No if any of the above criteria is not met

Pool Area Cleanliness - Walls/Fencing/Doors/Ceiling/Windows/Treatments

Pool Area Condition - Walls/Fencing/Doors/Ceiling/Windows/Treatments

Pool Area Cleanliness - Floor/Deck

Pool Area Condition - Floor/Deck

Pool Area Cleanliness - Furniture/Equipment/Décor Items

Pool Area Condition - Furniture/Equipment/Décor Items

Pool/Whirlpool Cleanliness

Pool/Whirlpool Condition

All exterior accent and signage lighting is operational

Exterior Cleanliness - Signs/Flags/Flagpoles

Exterior Condition - Signs/Flags/Flagpoles

Exterior Cleanliness - Parking Lot/Garage/Curbs

Exterior Condition - Parking Lot/Garage/Curbs

Exterior Cleanliness - Landscaping/Shrubbery/Trees

Exterior Condition - Landscaping/Shrubbery/Trees

Exterior Cleanliness - Outbuildings/Building Facade/Windows

Exterior Condition - Outbuildings/Building Facade/Windows

Exterior Cleanliness - Entrances/Walkways/Exterior Stairs/Sidewalks

Exterior Condition - Entrances/Walkways/Exterior Stairs/Sidewalks

Exterior Cleanliness - Outdoor Experience/Barbeque Area/Gazebo/Pavilion

Exterior Condition - Outdoor Experience/Barbeque Area/Gazebo/Pavilion

Courtesy Vehicle Condition - General

Courtesy Vehicle Cleanliness - General

Was there clear indication of a compromise in anonymity and attempt to stage any of the encounters or facilities?

Hotel has been owned or managed by the same owner or management company for the last 13 months

Disposable Food & Beverage Containers meet standard

Daily Service Training topics are conducted

Associate can explain Marriott Bonvoy member benefits

Elite Welcome Gift meets standard for Platinum Elite, Titanium Elite, and Ambassador Elite members

Temporary signage meets standard

Public space logo meets standard

guestVoice Alert Response Rate meets standard<br>Mark N/A if you find any of the following:<br>• Hotel does not meet the guestVoice Alert Response Rate standard<br>• Hotel provided documentation that an owner or management company change has occurred within the last 3 months<br>• Hotel opened within the last 90 days<br>• Hotel has 2000 rooms or more (AUTO)<br>• guestVoice is unavailable due to technical issues<br>• Property does not participate in guestVoice program<br>Hotel WILL RECEIVE 4 points if the guestVoice Alert Response standard detailed below IS met<br>Hotel WILL NOT LOSE any points if the guestVoice Alert Response standard detailed below IS NOT met<br>guestVoice Alert Response Standard<br>Hotel must respond to guestVoice Alerts within 72 hours by an approved response method for GSS, TripAdvisor and Marriott Verified Reviews (MVR)<br>• Hotel must maintain a minimum 90% response rate for all GSS, TripAdvisor, and MVR • Compliance will be measured on total rolling 3-month performance at or above 90%<br>• An alert is a negative survey/review from a guest.<br>o Guest Satisfaction Survey (GSS); triggered by scores < 6<br>o Marriott Verified Reviews (MVR); triggered by scores < 3<br>o TripAdvisor; triggered by scores < 3<br>Note: Rolling 3-month performance only includes information since opening date or since participating in the guestVoice standard. In addition, only hotels where the standard has been active at least 3 months will be audited.<br>Approved Response Methods<br>Hotel must respond to guestVoice Alerts using ONE of the following approved response methods:<br>• Email to the guest using a rapid response template within the guestVoice platform for GSS<br>• Response posted to a MVR through guestVoice<br>• TripAdvisor review response posted online<br>Ask associate to:<br>• Log-on to guestVoice;<br>• From guestVoice home page, access the Property Dashboard<br>• Scroll down to the Guest Alert Response Standard Compliance (3 Month Rolling) box<br>Verify Total rolling 3-month performance is 90.0% or higher<br>• Mark YES if Total rolling 3-month performance is higher than 90%<br>• Mark N/A if Total rolling 3-month performance is lower than 90% (no points are lost)

Average Chat Response Rate meets standard

Rooms Preventative Maintenance (RPM) Program meets standard<br>Mark N/A if any of the following:<br>• Hotel opened in the prior year<br>• Hotel has provided documentation that an owner or management company change has occurred within the last 90 days<br>Guestrooms must be free of defects, well-maintained, functional; kept in like-new condition, including all guest offerings.<br>The Rooms Preventative Maintenance (RPM) Program includes three components: General Clean (GC), Preventative Maintenance (PM) and Carpet Cleaning.<br>General Clean (GC), Preventative Maintenance (PM) and Carpet Cleaning must be executed in each Guestroom and tracked a minimum of three (3) times within the last 12 months Once in each of the following periods:<br>• Jan, Feb, Mar, Apr<br>• May, Jun, Jul, Aug<br>• Sep, Oct, Nov, Dec<br>OR<br>• Once every 17 weeks<br>Randomly select a room<br>Ask to see documentation and verify:<br>Both GC and PM have been performed at least 3 times within the past 12 months<br>• It is acceptable for the GC and/or RPM/PM process to be completed within 2 weeks of each other for the same room<br>The carpet has been cleaned at least 3 times within the past 12 months<br>• If only rugs are present, evaluate the rugs as if they are carpets • If no carpets or rugs are present, only evaluate GC and PM<br>Marriott Managed properties must use Transcendent to schedule, track and document activities. The job aid below will assist properties with providing the required reports. https://trmarriott.mintek.com/TrWeb/ContentManager/GetFile.aspx?file=56b0a2db-5c1f-4eaf-b9f4-ff5621bf4cd1<br>Franchise properties may use any form of documentation but documentation presented must show each of the following tasks were completed:<br>• General Cleaning (GC)<br>• Preventative Maintenance (PM)<br>• Carpet Cleaning<br>If a room was unavailable for any period of time ( e.g.,, renovation), no RPM program documentation is needed during that time period. However, all 3 components of the RPM program must still be documented during the time when room is available to be occupied by guests ( e.g.,, room renovation May-Jun, all components of the RPM program must be documented in Jan-Apr and Jul-Dec).<br>Mark No if any of the above criteria is not met

Empower: Guest Experience (GXP) Usage meets standards

Pre-Arrival Planning Program meets standard

Straw Usage throughout Property meets standards

Pepsi standard is in compliance • Pepsi<br>• Diet Pepsi or equivalent (i.e. Diet Pepsi, Pepsi Light, Pepsi Max, Pepsi Black, Pepsi Zero)<br>• 7-Up, Schweppes Lemonade, or Sierra Mist

Back/Heart of House Cleanliness

Randomly selected Fire/Life Safety item is compliant

Sanitizing wipes/kits present in guestrooms prior to arrival

Protocols for servicing a guestroom with a known/presumed COVID guest meet standard

COVID housekeeping protocols for Guestrooms meet standard

Personal hygiene procedures are followed

Dishwashing machines properly maintained and operated

Facility is clean and in good condition