Standards for Movenpick Resort & Spa Jimbaran Bali

Beverage menu includes a selection of wines by the glass (minimum 3) and at a minimum 1 champagne by the glass (sparkling wine is accepted in destination where champagne cost is prohibitive).

Menus and beverage lists are available in English and the relevant language(s), according to the market needs. All versions are proof-read by a professional or a native speaker. Favor digital or eco-friendly printing (responsible paper, vegetal ink… ).

The In-Room Dining Menu offers a selection of: • Regional and/or local specialties • International comfort food favourites • Special(s) from the Restaurant • Well-Being offer Favor local and seasonal dishes.

The Room Service menu is adapted with special dishes for children. Favor local and seasonal dishes.

Breakfast: A Breakfast option is available 24 hours a day, 7 days a week. 

In-Room Dining is available 24 hours a day, 7 days a week with a selection of hot and cold options. Favor local and seasonal food.

Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?

Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?

Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

Did the employee use the guest's name naturally and discreetly without overusing it?

Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about other the hotel facilities or immediately offer to find out the information required?

Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?

Did the employee adapt to a changing situation and/or guest's need?

Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

Did an employee personalize the interaction in any way and engage the guest as an individual?

Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

Did employees maintain alert postures and respect the guest's presence when interacting with each other?

Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

Was the menu/wine list clean, in good repair, grammatically correct and easy to read?

Were at least two starters, two main courses and one dessert available from the following options: vegan, gluten-free and lactose-free (on the menu/buffet or advised by an employee)?

Was the food presented in an appealing manner and did it directly resemble its description from the menu?

Was the food fresh and of good flavor?

Was the texture of the food appropriate?

Was the food cooked as requested and served at the correct temperature?

Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?

Was at least one fresh juice available?

Were bread/rolls or specialty cuisine equivalent (i.e. prawn crackers) served, where applicable and were they of excellent quality?

Was the option of locally sourced/sustainably certified fish stated on the menu or advised by an employee?

Was locally sourced food available and stated on the menu or advised by the employee (regionally sourced acceptable for remote regions)?

Were tea/coffee locally sourced/sustainably certified and stated on the menu or advised by the employee?

Was the room service tray/trolley clean and in good repair?

Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)?

Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?

Were salt and pepper cruets available and if so were they clean and full?

Was all food covered with a cloche and/or some form of covering?

Were the appropriate condiments served with the meal?

Were milk/cream and a full sugar selection (i.e. white, brown, sweetener/stevia) offered with the coffee/tea (n/a for green tea/herbal teas) and was it accompanied by a sweet (e.g. cookie, petit four, etc.)?

In the case of breakfast was there a minimum of three different preserves available (honey is acceptable)?

Were all food and beverages free of single-use plastic?

Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no plastic bottles)?

Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting?

If the caller is put on hold, did the employee ask permission to do so, and did it not exceed 30 seconds or was the caller offered a call back option?

Was the background free of any noise or disturbances (i.e. makes the conversation difficult to hear or causes a distraction)?

Was the employee able to answer any questions with regard to the menu, its ingredients and allergies, where applicable?

Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)?

Did the employee accommodate any reasonable off menu requests?

Did the employee ascertain the number of people dining?

Did the employee repeat the order either during or at the end of the call?

Did the employee advise delivery time?

Did the order taker suggest a starter and/or side order that was appropriate to the order?

Did the order taker offer beverages (e.g. wine, beer, soft drink, coffee, etc.) with the meal?

Did the order taker suggest dessert with the meal?

Was the order served in the standard time (Breakfast order card - 5 minutes of requested time. Telephone orders - Breakfast 25/30 minutes for urban/resort; Lunch/Dinner 30/40 minutes for urban/resort) and if an estimated delivery time was given, was the order served within 5 minutes of the stated time?

Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their department before asking to enter the room?

If a newspaper was on the door did the employee bring it in with the tray? (Due to Covid-19 this standard does not apply until further notice).

Did the employee ask/suggest where the guest would like the tray/trolley to be placed (n/a if room delivery only requested i.e. left at room door due to Covid-19)?

Did the employee secure the table leaf and set the table (n/a if room delivery only requested i.e. left at room door due to Covid-19)?

Did the employee position the chairs accordingly (n/a if room delivery only requested i.e. left at room door due to Covid-19)?

Did the employee confirm the order and was it correct and complete?

Did the employee inform the guest of tray/trolley collection procedures or was a tray removal card present?

Was the bill clearly itemized and correct and if presented, in a clean billfold (or similar) that was in good condition?

Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

A flow-regulatory equipment is in place for showers, taps and toilets (5L/min taps, 9L/min for hand shower).

The hotel offers guests the possibility to reuse towels (not change the towels daily by default).

The hotel bans guest-facing single use plastics, in all areas visible to guest.

In all guestrooms, at a minimum the following items are present : Cotton budsCotton padsNail fileShower capShoe mittSanitary bagCotton bag (x1) OR Kraft Bag (x1)The following items are available upon-request :SlippersSewing kitDental kitShaving kitHair brushCombAll packaged supplies are new and in excellent condition.No single use plastic.Supplier : Ming Fai

In all Deluxe, Club & Suite Rooms, at a minimum the following items are present : Cotton budsCotton padsNail fileOR Vanity Kit (inclusive of cotton buds, pads and nail file)Shower capShoe mittSanitary bagSlippersSewing kitDental kitShaving kitHair brushCombCotton laundry bag (x1)All packaged supplies are new and in excellent condition.No single use plastic.Supplier : Ming Fai

Favor digital communication on ALL enrollment to the Guest or eco-friendly printing flyer (responsible paper, vegetal ink, … ). Depending on hotel/ region, one-to-one paper flyer is no longer mandatory. Hotels offer self-enrollment alternatives (poster with a QR code etc, digital screen) to access directly to the online enrollment form.

Was a complimentary tea and coffee set up, including a kettle (not plastic), available in the room? Hotel offers responsibly-produced tea or coffee, if responsibly certified products are available in the country.

At a minimum 2 complimentary bottles of drinking water are present in all guestrooms. Premium looking packaging. No single use plastic bottles for water - offer an alternative. ? If running water is not potable in the location, there are at a minimum 4 bottles per guestroom - 2 in the bedroom and 2 in the bathroom.

Gold, Platinum, Diamond & Limitless members receive a welcome amenity. A personalized welcome card signed by hotel manager to be placed with the welcome amenity. Favor eco-friendly amenities according to guidelines.

All in-Room telephones, except wireless and smartphones, have a one-touch service button, directed to an internal call centre on a 24/7. If the hotel is not equipped with one-touch solution, there are speed dial buttons, clearly marked, at a minimum for: • Internal call Centre/Reception • In-Room dining • Concierge (if applicable) • Spa (if applicable) • Messages/Voicemail

Any printed collaterals present in the room are professionally printed on premium quality paper, as per the brand's Visual Identity Guidelines, and elegantly presented. Favor digital or eco-friendly printing (responsible paper, vegetal ink… )

If the hotel has a Spa, treatments are presented and detailed in the Spa Menu. This menu is available in the Room and/or digitally on the Wi-Fi portal or in the Accor mobile app. Favor digital or eco-friendly printing (responsible paper, vegetal ink… );

The In-Room Dining menu following the brand's Visual Identity Guidelines is visible in the Guestroom. Favor digital or eco-friendly printing (responsible paper, vegetal ink… ). To complement, a digital version, accessible through television/tablet, the Wi-Fi portal or the Accor mobile app can be offered.

If there is no electronic Do Not Disturb system available, a Do Not Disturb door hanger, following brand specifications, is placed on the knob of the guestroom entry door.

Hotel mostly uses LEDs or energy-efficient light bulbs.

The housekeeping staff is trained to put on hold the air conditioning, close or open the curtains (depending on the season), and turn off all lights, minibar (if empty) and TV while leaving the room.

The communication on towels and bed linen reuse is visibly displayed in the room or bathroom at least (favor digital or eco-friendly printing).

Bed linen reuse : by default, bed linen is not changed daily, unless guest explicitly asks for a linen refresh.

The hotel bans guest-facing single use plastics, in all areas visible to guest.

Hotel offers responsibly-certified tea or coffee.

All hotels & resorts offer at least 3 Kid-friendly TV channels.

All Rooms and Suites must be equipped with a premium brand Bluetooth enabled speaker (validated by Global/Regional Marketing Team) according to Guest Room Technology guidelines.

In all Rooms, the following complimentary premium quality supplies are available, elegantly displayed:tea selection (at a minimum a choice of 4, selection according to market, including 1 herbal tea). Premium brands only and No paper tea bags allowed. coffee selection (at a minimum a choice of 2, selection according to market)sugar (brown, white & sweetener)cream pods or milkPreferred suppliers: DAMMAN, TWG and other premium tea brands approved by Global/Regional Marketing. No mass-market brands allowed, e.g. Lipton. Only premium / luxury packaging allowed.

A steam iron and a full-size ironing board are available in the closet - mandatory for new & renovated hotels and highly recommended for other hotels. If not present in the closet, steam iron and full-size ironing board are available at a minimum upon Guest's request.

Were there a minimum of two good quality bath towels/sheets, two hand towels and two face towels per room?

Was the décor current in appearance and well coordinated throughout the bathroom?

Were all bathroom fittings (e.g. toilet, sinks, bathtub, bidet) in good condition?

Was all plumbing and ventilation in good working order (e.g. strong water pressure, quick drainage, prompt supply of hot water, etc.)?

Were flooring, vanity, shower/bath surround and shower floor finished in good quality tile and was the grouting in good repair?

Were other wall and ceiling surfaces well maintained?

Was sufficient counter/shelf space provided?

Was a well-lit, easily accessible shaving/make up mirror provided?

Was a good quality tissue dispenser and soap dish available (soap dish not applicable if soap dispensers provided)?

Was a good quality hairdryer (i.e. minimum of 1200 wattage) available, and if so was it in good working order?

Was a full range of amenities available (minimum of shampoo, bath/shower gel, hand soap and shower cap)?

Were amenities positioned in a way that were immediately convenient and accessible for the guest (e.g. shampoo and bath gel in the shower)?

Were good quality bathrobes available for each guest staying in the room?

Were shampoo, conditioner and bath gel provided in large-format bottles which were refillable/recyclable, instead of miniature format?

Were all bathroom amenities free of plastic wrapping?

Was a laundry bag and list provided?

Was the décor current in appearance and well coordinated throughout the room?

Did the majority of rooms provide an abundance of space (minimum of 25 meters squared for city hotels and 35 meters squared (including bathrooms) for resorts) and was the furniture arranged in a way that allowed freedom of movement throughout the room?

Was the flooring of good quality and was it clean and in good repair?

Were the wall surfaces well maintained and enhanced a design element (i.e. wood baseboards, ceiling trim, soft wall coverings, wood panelling, etc.)?

Were all areas of the room extremely well lit (i.e. both sides of the bed, at desk and sitting area)?

Was all furniture well maintained and of good quality?

Were all fabrics (curtains, upholstery, bedspread) fresh in appearance?

Was an occasional table/side table and seating provided in the room?

Was the workspace of a good size and conducive to business needs (i.e. multiple, easily accessible unused electrical outlets, clutter free) with a chair of the correct height?

Was the room adequately soundproofed?

Was an adjustable climate control panel provided which was appropriate to the destination and if so, was it quiet and in good working order?

Did the curtains offer a complete blackout when closed?

Were the pillows and mattress comfortable and the bed linen of good quality (i.e. 100% cotton)?

Was there ample well lit full hanging (i.e. for dresses) and drawer/shelf space available for a minimum of two guests?

Were matching good quality hangers provided (i.e. wooden and not anti-theft) and did they consist of suit and clip hangers?

Was a flat screen television present and was the screen a minimum of 32 inches?

Were television/remote control in good condition/working order and did they offer multilingual channels and either a printed or television/tablet enabled channel guide?

Was all technology (e.g. tablet, sound system, electric curtains, etc.) and lighting in good working order and easy to use?

Was complimentary high-speed Wi-Fi available and if so was it easy to access and did it provide a seamless wireless experience (i.e. strong and continuous connection without requirement to log in more than once during the stay) as well as the ability to connect multiple devices (e.g. minimum of three devices)?

Was the door lock in good condition with a deadbolt or safety chain?

Was a guest services directory provided (e.g. printed copy, tablet, digital format QR code or via television), and was it up to date, grammatically correct and in good condition?

Was a full-length mirror present within the room?

Were there spare electrical points near a mirror (e.g. for hairdryer) and were at least two spare power points or USB ports, available on both sides of the bed (e.g. for mobile phones)?

Was an in-room safe provided and was it in good working order/available for immediate use (i.e. not locked)?

Were all room telephones in good working order with speed dial, voicemail, message waiting and conference speaker facilities?

Were tea/coffee making facilities provided and were they fully stocked?

Premium Guestrooms & Suites: Steam iron and ironing board with neutral iron board cover are in the closet, are clean and in good condition. Guestrooms: Steam iron and ironing board with neutral iron board cover are available on request and are clean and in good condition.

Guestrooms: Coffee and tea making facilities: kettle with automatic switch off (premium brand), Mövenpick instant premium coffee sachets 2 normal, 2 decaffeinated, sugar: white, brown and natural sweetener (e.g. Stevia). Premium tea brand in sealed sachets to include Black Tea, Earl Grey and Green Tea. Overall presentation is clean, tidy and easy to use.If not available in the market, a Premium alternative solution must be sourced from Accor referenced suppliers and validated by the global brand team.Mövenpick Coffee is Rainforest Alliance Certified and is also FairTrade. No disposable plastic cups, stir sticks, or utensils. Only reusable glassware for drinking glasses and porcelain for coffee and tea cups.

Premium Guestrooms & Suites: Coffee and tea making facilities: kettle with automatic switch off (premium brand), Mövenpick instant premium coffee sachets 2 normal, 2 decaffeinated, sugar: white, brown and natural sweetener (e.g. Stevia). Premium tea brand in sealed sachets to include Black Tea, Earl Grey and Green Tea + One automatic coffee machine with 6 Mövenpick coffee capsules (2 espresso, 2 Lungo and 2 Decaffeinated), 2 Mövenpick branded espresso cups with saucers and espresso spoons, 2 Mövenpick branded mugs and normal coffee / tea spoons. Milk is UHT (preferably branded). Overall presentation is clean, tidy and easy to use. Mövenpick coffee capsule flyer is available and in pristine condition. If not available in the market, a Premium alternative solution must be sourced from Accor referenced suppliers and validated by the global brand team.Mövenpick Coffee is Rainforest Alliance Certified and FairTrade. No disposable plastic cups, stir sticks, or utensils. Only reusable glassware for drinking glasses and porcelain for coffee and tea cups.

Minibar fridge is available and clean, selection and set up is provided as per Mövenpick standard. Minimum selection: 1 bottle of still and 1 bottle of carbonated mineral water. Food section: Bar of chocolate (70 gr. Mövenpick classic chocolate - RECOMMENDED and if available through Accor distribution partners in the market), packet of premium nuts, packet of premium potato crisps. Bottle/wine opener is provided in good condition. Glass selection includes 2 tall glasses, 2 wine glasses and 4 coasters. Small ice bucket with ice tong. All consumable items within expiry date.If not available in the market, a Premium alternative solution must be sourced from Accor referenced suppliers and validated by the global brand team.Water bottles must not be plastic. Please refer to your hub procurement for the sustainable solution in place for your destination. No plastic disposable cups.

Sanitary napkin for ladies is available in the emergency kit.

TV(s) and computer(s)/tablet(s) with access to AccorLive are available in the Heartists' restaurant or the relaxation area.

Heartists' restaurant and relaxation areas are comfortable, conducive for a relaxing moment. Furnishings and fixtures are of good quality.

Hotel mostly uses LEDs or energy-efficient light bulbs.

The hotel uses eco-certified cleaning products.

Hotel offers eco-friendly versions of single-use products such as toilet paper, tissues, paper towels (for instance, with external certification as FSC, PEFC, Ecolabel, recycled, or other compliant local labels). Natural color is to favor (no artificial colors).

Hotel uses eco-friendly printing paper.

Answers to Guests' reviews online are always professional, positive, clear and concise. Answers are written in a natural way, without giving the impression of copy/pasting a script. Answers are punctuated with expressions inducing emotions and referring to the Guest's experience.

Guest feedback and reviews are answered by the Hotel within 48 hours. All negative reviews (1,2,3 stars on VOG) are answered (regardless of the channel) The hotel answers a selection of positive reviews (except those from OTAs). To answer publicly to positive reviews, the hotel selects the best reviews, promoting the hotel image and guest experience.

Hotel's details and photos on review websites (e.g.: Tripadvisor, Kayak, …) are accurate and up-to-date. Photos loaded by the hotel are recent and of high quality following the brand's Photographic Guidelines.

If the hotel is present on social media platform(s), the content and the animation of the social media platform(s) follow the brand's Social Media Playbook.

If the hotel has its own website, the website is in line with the brand's Visual Identity, using the microsite solution from D-Edge. The content is professional, inspiring, accurate and up-to-date.

The property offers a digital press solution.

Guest Satisfaction & Reputation Management: the property is using the referenced global tool to track guest satisfaction and RPS - TRUST YOU.

Revenue Management : the property is using a referenced Revenue Management System.

PMS: the property is using a PMS referenced by Accor .

For managed hotels, action plans are in place to improve Heartists Engagement, according to the latest Employees Engagement Survey results. (Not applicable to franchised hotels)

For managed hotels, all Heartists participate in Accor yearly Employees Engagement Survey. (Not applicable to franchised hotels)

Following the previous audit results, areas for improvement have been identified and an action-plan has been defined, with clear responsibilities assigned.

Guests' feedbacks are reviewed daily and shared with appropriate departments.

Heartists are able to explain what RPS is and why it is important.

The TrustYou dashboard and survey tabs have been configured by the Hotel.

The Hotel monitors its reputation daily using Voice Of the Guest (VOG) platform.

Weekly Reputation Performance Scores (RPS) and Highlights are visibly displayed in Heart-of-the-House areas. Favor digital or eco-friendly printing (responsible paper, vegetal ink… )

A board is displayed with updated information on Accor and/or the brand.

The Accor Values have been rolled out in the hotel. Accor values are visibly displayed in Heart-of-the-House areas.

Does your CRM software provider guarantee the rights and security of your customers and abides by all the GDPR requirements?

Does your e-newsletter/e-card template include legal Terms & Conditions as commonly used by central CRM teams?

The hotel implements and reports in the GAIA 2.0 sustainability & utilities reporting tool.

Each staff member of the hotel receives yearly training on sustainability and environmental issues, according to their role.

The hotel provides its guests with the opportunity to evaluate its performance, including the sustainability performance. Corrective actions are taken if necessary.

Communication materials are accurate, complete and do not promise more than can be delivered by the hotel, including sustainability claims.

The hotel is involved with sustainable tourism local organizations in the destination, where such opportunities exist.

The hotel actively supports at least two environmental or social community development activities.

The hotel respects the Accor Diversity & inclusion commitments, applicable both to hiring process and to working conditions of the staff.

The hotel gives priority to local & fair trade suppliers whenever these are available and of sufficient quality

Each team member in contact with the guest (including all Head of Departments) is trained on WATCH (fight against sexual exploitation of children)

All staff members are trained on the Gender-based violence module.

Information about and interpretation of the natural surroundings, cultural heritage, local culture and communities is communicated to guests and staff, as well as explaining appropriate behaviour while visiting natural areas, living cultures, and cultural heritage sites.

The hotel provides financial contributions or any other kind of support for the protection of cultural heritage.

The hotel ensures that trading, selling or displaying of historical and cultural artefacts, plants or animals is limited to the exceptions permitted by law.

A documented environmental purchasing policy is in place, favouring suppliers with environmental certification and considering origins and methods of growing/production.

The hotel gives priority to renewable energy and implements an energy performance contract when/where relevant.

The hotel provides information and encourages the use of climate friendly transportation for guests and staff

Wastewater is effectively treated and reused where possible.

The hotel implements concrete actions to reduce food waste

The amount of solid waste is measured and reported.

A comprehensive recycling strategy exists to reduce waste to landfill : the hotel sorts and recycle at least 3 types of waste (paper, glass, cardboard or plastic).

For renovation work, the hotel favours ecofriendly goods and equipments (paint, carpet,...)

The hotel contributes to the support of biodiversity conservation (financial support or any other kind of support)

The hotel has a programme to control and eradicate invasive species.

The hotel uses local flora and fauna species for landscaping and restoration.

The hotel bans guest-facing single use plastics, in all areas visible to guest.

All staff members receive and agree to Accor Ethics and Corporate Social Responsibility Charter

The hotel collects and recycles cooking oil.

The hotel is aware and complies with relevant regulations regarding biodiversity, specifically on captive wildlife, animal welfare, wildlife interaction.

The hotel raises its teams' awareness on Disability in order to remove preconceived ideas and prejudices.

Were the waste storage area and receiving bay clean and well maintained?

Were all kitchen areas clean and well maintained?

Were all kitchen employees wearing clean and complete uniforms?

Were safety/hygiene notices clearly visible?

Were all refrigeration/cooling devices in good working order?

Was the inside of the fridges clean and free of odor?

Were fridge contents neatly stored (i.e. raised off the floor)?

Were all food items appropriately covered?

Were the kitchen areas properly ventilated?

Were ample hand basins, anti-bacterial soaps and paper hand towels available?

Was there an adequately stocked first aid box available in the kitchen and/or security office and was it immediately accessible?

Were the back of house areas (laundry, maintenance etc.) kept tidy?

Were all back of house walls clean and well maintained?

Was all flooring clean and in good repair?

Were the back of house areas adequately lit?

Were all the back of house areas free of obstruction?

Were the employee changing rooms clean and well maintained?

Were the employee sinks, showers and toilets in good working order and were liquid soap and hand towels available at the sinks?

Were the lockers clean and well maintained?

Were the employee changing rooms adequately ventilated?

Was the employee canteen clean and well maintained?

Was a separate employee elevator available?

Was there a separate employee entrance available (i.e. separate from guest entrance)?

If the hotel is sending local e-newsletters/e-cards does the templates respect the brand visual identity?

MINDFUL SUSTAINABILITY CRITERIA AND INDICATORS MÖvenpick Hotels need to be audited by Green Globe (against 44 core criteria including over 380 compliance indicators in four categories) as part of the Movenpick eco-friendly mindset. All hotels & resorts must be able to provide proof of their up to date membership and Green Globe certification status.

Heartists introduce FAST CHECK-OUT to every Guest. If a Guest responds positively, the Heartist confirms his/her email address if needed.

If it is not possible to meet preferences or benefits of ALL subject to availability, the team member explains acceptable reasons and offers an apology and an alternative gesture.

The front desk heartist hands over the ALL Welcome drink voucher to Silver, Gold, Platinum, Diamond, and Limitless members (1 voucher per stay). Drink vouchers entitles member to a complimentary drink (applicable to all registered guests staying in the member's room). The heartist explains where to redeem the free drink and thank member for their loyalty. Favor local and seasonal products. No plastic straws. (Hotels to prepare ALL Welcome Drink menu at the bar or restaurant where members can choose from.)

If the Guest is a member of ALL, the Heartist asks for the card or reconfirms the card number and records the membership number in the PMS/Guest profile.

If the ALL membership number is not shown in the reservation, the Heartist asks the Guest if he/she is a member of ALL.

If the Guest checked-in online, when he/she arrives: • his/her key(s) are ready • the registration form has been pre-filled and printed prior to arrival. Favor digital or eco-friendly printing (responsible paper, vegetal ink… ) • welcome drink(s) are ready. Favor local and seasonal drinks. No plastic straws.

Platinum, Diamond and Limitless members get Suite Night Upgrades on their account allowing them at time of booking to get a guaranteed upgrade to a “suite” at the price of a ”room” during their stay in any Luxury & Premium hotels. When the member has booked a stay using one or several Suite Night Upgrades, make sure member is given the purchased suite. The Heartist ensures to mention Suite Night Upgrade with a hint of storytelling and enhance the experience.

Hotel proposes to Diamond and Limitless members use of their Dining and Spa Rewards only during their stay. Hotel offers Diamond and Limitless members to redeem their Dining and Spa Rewards during their stay, if the service (Spa, restaurant) is available in the hotel. The transaction is made at the reception.

Electronic keys and key card holder conform to the brand's Visual Identity Guidelines.

If Guest gives his/her agreement to receive an invitation to become a member of ALL, the Heartist collects information as conveniently as possible - collecting a business card for instance - and offers to send an invitation. The Heartist could also offer self-enrollment. If enrolling via ACDC, FOLS, or HotelLink, heartist reminds guest about T&C validation within 14 days from date of invitation sending to finalize enrollment.

If the Guest is not a member of ALL, the Front-Desk Heartist describes membership benefits & rewards, and offers to send an email/ SMS invitation. Favor digital communication on ALL enrollment to the Guest or eco-friendly printing flyer (responsible paper, vegetal ink, … ). Depending on hotel/ region, one-to-one paper flyer is no longer mandatory. Hotels can also offer self-enrollment alternatives (poster with a QR code etc, room card, digital screen) to access directly to the online enrollment form.

On request and upon availability, members of ALL are offered: • Late check-out for Silver members • Early check-in or late check-out for Gold members • Early check-in and late check-out for Platinum, Diamond and Limitless members

The voucher meets the ALL Welcome Drink voucher specifications.

If Premium Wi-Fi is available at the hotel, Platinum, Diamond and Limitless are spontaneously offered free access to Premium Wi-Fi.

Depending on availability at check-in, ALL Gold, Platinum, Diamond and Limitless are spontaneously offered a room upgrade to the next room category. The Front Desk Heartist is proactive and highlights the upgrade and the benefits of the upgraded Room to the Member. Even if an upgrade is not possible due to the hotel's occupancy, be transparent to the Member and advise him that an upgrade is unfortunately not available. The upgrade to the next room category is not cumulative with the SNU (Suite Night Upgrade)

The PRIORITY WELCOME signage is in place as per Guidelines.

If member has available points or rewards, heartist proposes to member use of points or rewards during the stay.

Suites: For all Guests staying in a Suite, check-in is prepared in advance: keys are ready and the registration form has been printed before Guest's arrival. Guests are escorted to their Suite right away (unless Guests wish otherwise).

RESORTS: Upon Guest’s arrival or during check-in process, a cold or warm scented towel, depending on the destination and the time of year, is offered together with the welcome drink. Favor local and seasonal products. No plastic straws.

The hotel complies with the ALL - Loyalty Program benefits.

If welcome gifts are required by a specific brand program, they must be eco-friendly and responsibly sourced. Otherwise, the hotel does not offer welcome gifts.

The hotel welcomes guide or assistance/service dogs at no additional cost.

The Front Desk is staffed 24 hours per day, 7 days a week.

The Front-desk Employee asks the Guest to establish a payment guarantee. Employee confirms and collects information on the method of payment.

Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?

Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?

Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

Did the employee use the guest's name naturally and discreetly without overusing it?

Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about other the hotel facilities or immediately offer to find out the information required?

Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?

Did the employee adapt to a changing situation and/or guest's need?

Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

Did an employee personalize the interaction in any way and engage the guest as an individual?

Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

Did employees maintain alert postures and respect the guest's presence when interacting with each other?

Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

Was the guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or facial gestures within 1 minute of approaching the desk and offered assistance within 2 minutes?

Did complete registration process take no more than 10 minutes from the time of joining the queue for a city hotel and 15 minutes for a resort property?

Was the room type, special requests (e.g. newspapers, bed preference, smoking preference) and departure date reconfirmed and were all details correct?

Was the room ready by the advertised check in time?

If the room was not ready on arrival, did the employee offer the guest access to the hotel's facilities (e.g. luggage storage, restaurants, room charge facility, Wi-Fi, etc.)?

In the case of a first time guest, did the employee (receptionist or porter) offer a brief orientation to the hotel by pointing out a minimum of two key hotel facilities (e.g. location of breakfast restaurant, fitness center, business center, etc.)?

Did the employee offer luggage assistance?

Did the employee provide verbal directions to the elevators and allocated room?

Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

If the guest was not acknowledged or offered assistance within the defined times, was an apology extended?

Was paperless check in provided (e.g. at reception or via brand app), where legally available?

When a luggage tag is attached to the luggage it follows the Latest Corporate Visual Identity Guidelines and has a disclaimer. Favor eco-friendly printing.

FOR RESORTS ONLY: Presence of a dedicated check in area for kids.

Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?

Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?

Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

Did the employee use the guest's name naturally and discreetly without overusing it?

Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about other the hotel facilities or immediately offer to find out the information required?

Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?

Did the employee adapt to a changing situation and/or guest's need?

Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

Did an employee personalize the interaction in any way and engage the guest as an individual?

Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

Did employees maintain alert postures and respect the guest's presence when interacting with each other?

Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

Was the guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or facial gestures within 1 minute of approaching the desk and offered assistance within 2 minutes?

Did complete check out take no more than 10 minutes from the time of joining the queue?

Did the employee provide an opportunity for the guest to verify charges (e.g. print folio, display on screen)?

Was the bill clearly itemized, grammatically correct, accurate, complete and free of any unexpected charges (e.g. charges that the guest was not made aware of)?

If there were any incorrect charges on the folio, was the back-up documentation readily available and were any incorrect charges quickly and discreetly removed?

Did the employee clarify the method of payment and then complete the transaction in a quick and efficient manner?

Did the employee offer luggage assistance?

Did the employee ask at any point if the guest had enjoyed their stay?

Did the employee show appreciation (e.g. thank guest) for the guest's business and was an invitation to return extended to the guest prior to their departure from the hotel?

Did the employee offer a sincere farewell at the end of the conversation?

Was a paperless check out provided (e.g. at reception or via brand app), where legally available and was a copy of the bill offered via email in preference to a paper bill?

If the folio was offered via email was it delivered the same day?

When a luggage tag is attached to the luggage it follows the Latest Corporate Visual Identity Guidelines and has a disclaimer. Favor eco-friendly printing.

Communication materials are accurate, complete and do not promise more than can be delivered by the hotel, including sustainability claims.

[brand].accor.com or [brand].all.accor.com: The Terms & Conditions of every rate/package are clearly displayed: • package inclusions • guarantee/payment policy • cancellation policy • check-in/check-out policy • children policy • validity and special terms (only when relevant)

[brand].accor.com or [brand].all.accor.com: Each Room and Suite's name and/or description clearly states: • the room size • the bedding type • the unique selling points (e.g.: view, terrace, floor, atmosphere, special amenities, etc.) The description is precise, explicit and objective, as per the Room Naming & Description Guidelines.

[brand].accor.com or [brand].all.accor.com: The list of Hotel's equipment, services, facilities and room/bathroom fittings is accurate.

[brand].accor.com or [brand].all.accor.com: The main picture of the Hotel Factsheet is attractive and very representative of the property.

[brand].accor.com or [brand].all.accor.com: the location of the hotel on the map is accurate. Instructions to access the hotel are clear and easy to follow. Public transportation information is complete and up-to-date.

The Hotel factsheet on [brand].accor.com or [brand].all.accor.com includes the Hotel's details up-to-date.

[brand].accor.com or [brand].all.accor.com: The description of the hotel is inspiring and focuses on points of differentiation. The tone of voice and the vocabulary used are in line with the brand's Editorial Style guidelines.

[brand].accor.com or [brand].all.accor.com: pictures are loaded All pictures on the Hotel Factsheet are inspiring, recent and of high quality following the brand's Photographic Guidelines.No brand generic photo is used to illustrate the hotel, except under the Sustainable development section.All pictures must be combined with contracts for their use.

[brand].accor.com or [brand].all.accor.com: Each Room and Suite is illustrated by one distinctive picture. Pictures are of high quality and up-to-date following brand's Photographic Guidelines. Pictures show the right room type / bedding combination.All pictures must be combined with contracts for their use.

Were all digital communications polite, professional and written without abbreviations?

Was the hotel app promoted to guests, if available?

Were booking policies clearly stated at point of booking?

If booking made via the hotel's website, was a confirmation message sent from the hotel with option to modify or cancel reservation online?

If booked via the hotel's website, did subsequent reservation confirmation have links to the hotel's facilities (i.e. restaurants/spa, etc.)?

Was the hotel's website professional in design and intuitive?

Did the hotel booking engine have differentiated imagery and descriptions for each room type?

Did the booking engine display all relevant room information regarding the bed types, number of guests, and features available in room?

Was the booking experience optimized for mobile devices?

Could the booking be completed within 5 booking steps (i.e. check availability, room selection, add-ons, guest details and confirmation)?

Did the booking engine provide the option to display rates in multiple currencies?

Was hotel availability clearly displayed on the booking engine via an availability calendar?

Was the site easy to navigate in terms of finding the information required about the hotel experience (i.e. food and beverage options, family friendly, etc.)?

Did the hotel booking engine have differentiated imagery and descriptions for food and beverage outlets and the spa?

Was all information on the hotel website up-to-date and correct?

If the following services are present in the hotel: each restaurant, bars, wellness services, meeting rooms and event option must be illustrated with an accurate and distinctive picture. Pictures are of high quality and up-to-date following brand's Photographic Guidelines. All pictures must be combined with contracts for their use.

Beverage Bar menu includes a selection of hot beverages with a choice of coffees and teas. (responsibly-produced tea and coffee, providing responsibly certified products are available in the country.)

Beverage menus include spirits, cordials, beer, wine, champagne/sparkling wine, cocktails, soft drinks, bottled water and other non-alcoholic offerings such as juices. Favor local and seasonal drinks. No plastic straws. No single use plastic bottle for water - offer an alternative. ?

Hotel offers responsibly-certified tea or coffee.

The hotel bans guest-facing single use plastics, in all areas visible to guest.

Bar is open minimum 5 days per week at the minimum from 6pm. Depending on its local market, location, main guest segment)

Complimentary snack / nuts are provided with the drink. Snack offering is of premium quality, tastes fresh, flavoursome and presentation is clean. Paper, cotton or linen cocktail napkins are provided with each drink. Favor local and seasonal snack.

Table service - with the bottle presented to the client and first pour to try - is provided for all Wine and Champagne orders (bottle or by the glass).

Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?

Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?

Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

Did the employee use the guest's name naturally and discreetly without overusing it?

Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about other the hotel facilities or immediately offer to find out the information required?

Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?

Did the employee adapt to a changing situation and/or guest's need?

Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

Did an employee personalize the interaction in any way and engage the guest as an individual?

Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

Did employees maintain alert postures and respect the guest's presence when interacting with each other?

Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

If a bar list was provided, was it clean and in good repair, grammatically correct and easy to read?

Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)?

Were all tables in the lounge consistently laid up and promptly cleared and re-laid when guests depart (i.e. cleared within 5 minutes and re-laid within 5 minutes of clearing)?

Were all food and beverages free of single-use plastic?

Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no plastic bottles)?

Was the guest greeted or acknowledged within 2 minutes upon entering the bar/lounge?

Did the employee offer to take the drinks order within 3 minutes of seating?

Did the employee show good product knowledge when taking the order?

Did the employee offer the option to order food or supply a restaurant menu?

Was the correct drinks order served within 6 minutes of order (9 minutes for cocktails) unless advised of a delay?

Was the correct order served to each guest without any prompting required?

Were drinks served and cleared using a tray?

Did the waiter supply and place drinks on coasters (not required for stemware)?

Were the drinks served in the correct, clean (unchipped) glassware with the appropriate fresh garnish and a non-plastic stir stick/straw (if required)?

Were drinks served at the appropriate temperature (chilled, room temperature, etc.)?

Did the waiter automatically offer a snack?

Were the snacks fresh and of good quality?

Did the waiter supply serviettes/cocktail napkins with the snacks/drinks?

Did the waiter offer an additional drink within 2 minutes of glass being empty?

Was the bill clearly itemized and correct and was it promptly presented during the meal or within 5 minutes of request?

Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

Was 24 hour access to the gym advertised as available?

Was a fruit bowl with fresh fruit available?

Was the gymnasium current in appearance?

Was the gymnasium odor free and the room temperature at a comfortable level?

Were the walls, ceilings and floors clean and well maintained?

Were the windows/mirrors clean and smear/smudge free?

Was sufficient lighting provided?

Was the gymnasium well laid out with a variety of state of the art exercise equipment (minimum of 3 cardiovascular, 5 resistance machines (can be incorporated into a universal machine) plus a range of free weights) and was all equipment in good working order?

Was ample space available for guests to exercise (i.e. clearly defined areas for cardio machines, free weights and stretching/mats)?

Were clean sweat towels and a touchless water dispenser with sufficient non-plastic cups, or non-plastic bottled water, available?

Was a wall clock clearly visible and did it display the correct time?

Was Wi-Fi connectivity available in the fitness center and did it provide a seamless wireless experience (i.e. strong and continuous connection without requirement to log in more than once)?

Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?

Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?

Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

Did the employee use the guest's name naturally and discreetly without overusing it?

Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about other the hotel facilities or immediately offer to find out the information required?

Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?

Did the employee adapt to a changing situation and/or guest's need?

Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

Did an employee personalize the interaction in any way and engage the guest as an individual?

Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

Did employees maintain alert postures and respect the guest's presence when interacting with each other?

Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

Was the changing room current in appearance?

Were the walls, ceilings and floors clean and well maintained?

Was all lighting fully illuminated?

Were the showers, sinks and toilets clean and in good working order?

Was there a shampoo and soap dispenser present in the shower cubicle?

Were the lockers clean, functional and well maintained?

Were clean good quality towels available?

Was a well lit, easily accessible shaving/make up mirror provided?

Was a good quality hairdryer (i.e. minimum of 1200 wattage) available, and if so was it in good working order?

Were shampoo, conditioner and bath gel provided in large-format bottles which were refillable/recyclable, instead of miniature format?

Were all bathroom amenities free of plastic wrapping?

Were safety instructions clearly displayed outside the heat experiences?

Were heat experiences clean, well maintained and appropriately heated?

Were a thermometer and a timer present in the sauna?

Was the pool clean, at the appropriate temperature and well maintained (i.e. tiling, lighting, etc.)?

Were depth signs present?

Was the area around the pool clean and free of any debris?

Were ample loungers, side tables and umbrellas provided and were they clean and in good repair?

Were towels provided?

Was a separate shower provided at pool and/or beach?

Was a waiter service provided/available at the outdoor pool and/or beach?

Were the tennis courts clean, free of debris and flood lit?

Was the tennis court surface well maintained and lines clearly defined?

Were the tennis court nets in good repair?

Were drinking water and towels available?

FOR RESORTS ONLY: Presence of a children's swimming pool with shade.

Were emergency cords/call buttons or telephone available in the gym and heat experience facilities?

Were house telephones present in the hotel corridors and in the case of resorts, positioned at intervals in plain view along the outdoor pathways?

Did auxiliary employees (e.g. housekeeping, maintenance, etc.) close the guest room doors when visiting the rooms (i.e. during turndown, repairs, etc.)?

Did employees explain they were unable to grant access to rooms without verifying the guest's identity?

Was signage for the fire exits clearly visible and were the fire exits unobstructed?

Were the lobby and public areas kept clear of unattended luggage?

If the guest asked for a replacement key did the employee verify their identity (e.g. via identification document or verification of unique personal information)?

Did employees use the guest's room number discreetly so as not to reveal this to other guests?

Were the emergency exit route and assembly point displayed in the room and easily located (i.e. back of door, in wardrobe)?

Was the room door fitted with a viewing port and security latch?

Did the room door automatically close shut and latch securely?

Were ground floor balcony doors fitted with a secondary latch for added security?

If encountered, were security staff dressed professionally and did they display a friendly and courteous manner?

If access to the in-room safe was requested did the security employee confirm the registered guest's identity or positively identify the guest (e.g. check passport/drivers licence or confirm three details on guest profile/reservation)?

Guest has access to AXA medical services:teleconsultation by phone (only for ALL platinum, diamond and limitless members and free of charge)AXA's worldwide network of certified medical providers

The hotel provides Guests with a wheelchair (optional).

The hotel provides Guests with a portable magnetic loop (optional).

Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?

Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?

Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

Did the employee use the guest's name naturally and discreetly without overusing it?

Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about other the hotel facilities or immediately offer to find out the information required?

Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?

Did the employee adapt to a changing situation and/or guest's need?

Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

Did an employee personalize the interaction in any way and engage the guest as an individual?

Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

Did employees maintain alert postures and respect the guest's presence when interacting with each other?

Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting?

If the caller is put on hold, did the employee ask permission to do so, and did it not exceed 30 seconds or was the caller offered a call back option?

Was the background free of any noise or disturbances (i.e. makes the conversation difficult to hear or causes a distraction)?

Was the guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or facial gestures within 2 minutes of approaching the desk and offered assistance within 3 minutes?

Did the employee ask questions to fully understand the guest's needs (i.e. specific interests, available time, etc.)?

Did the employee display first-hand knowledge and local expertise by offering suitable and thorough recommendations based on the information provided?

If a restaurant recommendation was requested, did the employee ascertain the type/style of restaurant preferred (e.g. casual, formal etc.) and then offer an appropriate choice of options?

When asked for recommendations on services/dining options and the services/dining options were available on property, did the employee promote the hotel's services/outlets first before suggesting outside alternatives?

If there was an opportunity to do so, did the employee follow up on the suggestions/recommendations provided to ensure the guest's complete satisfaction?

Did the employee offer accurate directions and/or transport options via a digital solution or complimentary map of surrounding area along with information pertaining to expected travel time?

With room deliveries, did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their department?

Were all requested in-house items delivered within 10 minutes for an urban hotel and 15 minutes for a resort hotel, and were items presented in a luxurious manner (i.e. on a tray, wrapped in a linen cloth, etc.)?

Were all pre-stay enquiries/emails responded to within 12 hours and was a full response received for all requests?

Were all confirmations and information provided digitally as a priority, and if required, professionally presented on hotel paper?

Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

Were green mobility/travel options promoted by the hotel at the destination (i.e. cycling, walking, public transport)?

Baby Essentials must be available upon request in all hotels and resorts. These include at minimum: Babysitting available upon request Strollers available upon request (at least 3 in hotel inventory) List of Paediatricians on call Diaper changing tables in public bathrooms Child seats available for transportation Child-proof electric plugs Night light Small pillow for toddlers Baby Cots with quality linen and set up to include story book Kids toilet ring Bathroom foot stool Portable Baby Bath You must collaborate with your hub procurement to source the most sustainable and eco-friendly products possible. Wherever possible, collaborate with the hotels in your country to take advantage of bulk purchasing.

FOR RESORTS ONLY: The following items should be available for sale at affordable prices Pampers, different sizes Swimming nappies Kids swimming devices and sun lotion Pacifiers You must collaborate with your hub procurement to source the most sustainable and eco-friendly products possible. Wherever possible, collaborate with the hotels in your country to take advantage of bulk purchasing

MANDATORY FOR RESORTS : A Little Birds Club kids club is offered to the Guest and must include :  - Little Birds Club logo signage - Fully equipped indoor play room- Secured outdoor playground area with swing, slide- Weekly programme of activities that appeal to multiple age groups as recommended in the Mövenpick Family programme guidelinesIn hotels, if a kids club is offered it must be branded Little Birds Club and include the same characteristics as above.

The hotel ensures that the room and bathroom are accessible for Guests with disabilities and in particular for those in wheelchair (height of objects: kettles, bathrobes, shower heads, avoid foot-pedal trash cans, etc.).

Was the bathroom completely mold free?

Were the floor, walls, doors and ceiling clean?

Were the shower, bath, sink and toilet clean?

Were the showerhead and bath/sink taps polished and free of lime scale?

Was the shower curtain/door clean?

Were all counters, shelves and soap dishes clean and dry?

Was the wastepaper bin clean and in good condition?

Was a complete set of unused amenities present on arrival and in the case of large format dispensers, were contents sufficient for the stay?

Was there a box of tissues, a well presented toilet roll and a spare toilet roll available?

Were there 2 x clean drinking water glasses or similar present?

Were all towels clean, unstained and in good repair?

Were bathrobes and slippers present on arrival and were they clean and in excellent repair?

Was a notepad, pen/pencil available next to a telephone in the room?

Were the carpet/tiles/wood flooring clean and free of stains/dust?

Were all walls, doors, baseboards clean and free of marks/dirt/smudges/dust?

Were ceilings, vents, smoke detectors and sprinklers clean and free of any dust?

Was the room at a comfortable temperature on arrival?

Was the bed neatly made with clean linen, which was free of stains and tears and was the bed valance/skirting (if applicable) clean and neatly arranged?

Was the headboard in good condition and if applicable, were the bedspread/blankets/scatter cushions/bolsters clean?

Was all upholstered furniture clean and free of stains?

Were all the furniture surfaces clean and dust/smear free?

Were all the picture/door/mirror frames clean and dust free?

Were all the windows/mirrors/chrome/metal surfaces clean and free of smears?

Were the curtains/voiles/shutters/blinds clean and properly fitted?

Was the wastepaper bin clean and in good condition?

Was all in room collateral clean and in good condition?

Were the wardrobes/drawers clean and free of any scuffs, dust or debris?

Was the television clean and correctly tuned in?

If there were clocks in the room did they all display the correct time and were they synchronized within 2 minutes of each other and were all alarm clocks reset to no alarm?

Were all light fixtures in the bathroom and bedroom working properly and were they clean and dust free?

Was the balcony clean, swept and all balcony furniture clean and set up (weather permitting)?

Was the room free of odor on arrival?

Was all water provided in the room, in glass bottles or alternative eco-friendly containers only (i.e. no plastic bottles)?

Were all in-room amenities (tea/coffee making, in-room bar, etc.) clean and neatly arranged?

Dry cleaning/laundry service is provided at a minimum 6 days a week, during business hours.

The hotel bans all categories of guest-facing single use plastics, in all areas visible to guests, except for water bottles.

Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting?

Was the laundry/pressing collected within 15 minutes of request for urban hotels and resort hotels?

Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their department before asking to enter the room?

Was all the laundry/pressing delivered within specified time?

If laundry delivery was requested, was it delivered to the room within 15 minutes of the request?

If a 'privacy' sign/light was present was a calling card/door knob card left under/on the door or a silent message left on the telephone?

Were all collected items returned and if so were they returned as requested (i.e. folded, on a hanger, etc.)?

Were all laundry items appropriately cleaned, pressed and free of odor?

Were any personal items left in clothes (e.g. money, business cards, etc.) returned and was the guest informed verbally or in writing?

Were all hanging garments returned on good quality hangers (i.e. not wire)?

Were the garments free of any staples, pins or laundry tags?

Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?

Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?

Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

Did the employee use the guest's name naturally and discreetly without overusing it?

Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

Did the employee actively listen, avoid interrupting and give the caller their undivided attention (i.e. the guest should not have to repeat themselves)?

Where applicable, did the employee display self control and empathy in challenging interactions and offer a suitable alternative/resolution?

Bar menu offers a selection of food, including: • international comfort food favourites • local specialties. Favor local and seasonal food.

Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?

Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?

Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

Did the employee use the guest's name naturally and discreetly without overusing it?

Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about other the hotel facilities or immediately offer to find out the information required?

Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?

Did the employee adapt to a changing situation and/or guest's need?

Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

Did an employee personalize the interaction in any way and engage the guest as an individual?

Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

Did employees maintain alert postures and respect the guest's presence when interacting with each other?

Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

Was the menu/wine list clean, in good repair, grammatically correct and easy to read?

Were at least two starters, two main courses and one dessert available from the following options: vegan, gluten-free and lactose-free (on the menu/buffet or advised by an employee)?

Was the food presented in an appealing manner and did it directly resemble its description from the menu?

Was the food fresh and of good flavor?

Was the texture of the food appropriate?

Was the food cooked as requested and served at the correct temperature?

Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?

Was the option of locally sourced/sustainably certified fish stated on the menu or advised by an employee?

Was locally sourced food available and stated on the menu or advised by the employee (regionally sourced acceptable for remote regions)?

Were tea/coffee locally sourced/sustainably certified and stated on the menu or advised by the employee?

Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)?

Were all tables in the lounge consistently laid up and promptly cleared and re-laid when guests depart (i.e. cleared within 5 minutes and re-laid within 5 minutes of clearing)?

Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears?

Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?

Were salt and pepper cruets available and if so were they clean and full?

Were all food and beverages free of single-use plastic?

Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no plastic bottles)?

Was the guest greeted or acknowledged within 2 minutes upon entering the restaurant/lounge or within 6 minutes if seated at the beach or poolside lounger?

Did the employee present a menu (if applicable) and offer to take the food and beverage order within 5 minutes of seating, or within 10 minutes of presenting a menu if seated at the beach/poolside lounger?

Did the employee explain any specials of the day where applicable (i.e. soup, fish, etc.), set priced menus and/or any items that were not available?

Was the employee able to answer any questions with regard to the menu, its ingredients and allergies, where applicable?

Did the employee accommodate any reasonable off menu requests?

Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments, etc.)?

Was the correct drinks order served within 6 minutes of order (9 minutes for cocktails) unless advised of a delay?

Were drinks served and cleared using a tray?

Was the correct order served within 15 minutes of order or 20 minutes if ordered from the beach/poolside lounger, unless the employee informed the guest of an expected delay (i.e. due to longer preparation times)?

Were all plated items served with as little disruption to the guest as possible and with the correct order served to each guest without any prompting required?

Were all appropriate condiments offered?

Did the waiter offer an additional beverage within 2 minutes of drink being empty or 5 minutes if seated at the beach/poolside lounger?

Were dishes cleared within 6 minutes of guests finishing their meals or as required during the meal?

Did the waiter automatically offer desserts, either verbally or by presenting the menu?

Was dessert served within 10 minutes of order being taken or within 15 minutes if seated at the beach/poolside lounger?

Did the waiter automatically offer coffee/tea and clarify the guest's coffee/tea preference (i.e. cappuccino, espresso etc.) n/a to beach/poolside lounger service?

Was the coffee/tea served within 6 minutes of order?

Were milk/cream and a full sugar selection (i.e. white, brown, sweetener/stevia) offered with the coffee/tea (n/a for green tea/herbal teas) and was it accompanied by a sweet (e.g. cookie, petit four, etc.)?

Did an employee visit the table to ascertain at any point if service was satisfactory?

Was the bill clearly itemized and correct and was it promptly presented during the meal or within 5 minutes of request in a clean billfold (or similar) that was in good condition?

Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

Before signature of the contract, the Event Manager proposes the organizer to join the ALL Meeting Planner programme and sales team promotes meeting planner and its benefits.

If the hotel has meeting rooms, the hotel has to have at least one meeting room dedicated to hybrid meetings (roll out ALL CONNECT offer) and equipped with the following technological equipment (owned or rent):Internet minimum bandwidth of 40Mbits/secTV screen or video projector adapted to room size and number of participants (43’ minimum) with HDMI connectivityMicrophone & Speaker adapted to meeting sizeMultidirectional Camera with large angle and zoom (zoom power = 4 times minimum)Connectivity cables with adaptators for Mac and PCVisio conference software made available for customers: Microsoft Teams recommended (Other alternatives: Zoom, Cisco Webex…)

Event names are elegantly displayed on digital signage meeting the brand's Visual Identity Guidelines. Event names are always approved by the organizer.

Each meeting room is individually named using a clean visible, professionally designed, firmly attached or hoisted signage in excellent condition, or by digital signage. Signage conforms to the brand's Visual Identity Guidelines.

Every meeting inquiry is replied within 1 working day. The reply to the Guest/Organizer is intended to include a clear confirmation of availability for capacity/dates requested.

The hotel bans all categories of guest-facing single use plastics, in all areas visible to guests, except for water bottles.

Hotel offers responsibly-certified tea or coffee.

The below equipment is available in or just outside the meeting room: premium quality kettle/Hot water high-quality espresso machine mugs/cups with saucers. No disposable plastic cups, and only use reusable glass (or if not possible cardboard cups with FSC or PEFC label, sorted to be recycled) spoons napkins

The following excellent quality supplies is provided (complimentary or chargeable, according to package/market): A selection of teasA selection of premium Arabica coffees Choice of sugar (brown, white & sweetener, at a minimum) Fresh milk (including 1 low-fat option)Quantities are adjusted according to the number of meeting participants.

When a luggage tag is attached for room delivery, it follows the brand's Visual Identity Guidelines.

Was assistance with luggage offered at any time during arrival?

Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?

Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?

Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

Did the employee use the guest's name naturally and discreetly without overusing it?

Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about other the hotel facilities or immediately offer to find out the information required?

Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?

Did the employee adapt to a changing situation and/or guest's need?

Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

Did an employee personalize the interaction in any way and engage the guest as an individual?

Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

Did employees maintain alert postures and respect the guest's presence when interacting with each other?

Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

Was the correct luggage either present in the room on arrival or delivered within 10 minutes of the guest's arrival to the room for an urban hotel and 15 minutes for a resort hotel?

Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their department before asking to enter the room?

Did the employee offer to place the luggage on to the luggage rack/bench in the correct position (i.e. zipper facing the guest) and if a rack was not available did the employee offer to get one?

In the case of a first time guest, did the employee (receptionist, porter, butler) offer (i.e. not automatically provide) the option of a brief orientation to the room by pointing out a minimum of two unique/relevant features (e.g. location of safe if hidden, complex technical features, etc.)?

Did the employee (receptionist or porter) offer any additional service before departing?

In the case where the guest had to wait for his room, was the luggage placed into the room prior to his/her arrival?

Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?

Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?

Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

Did the employee use the guest's name naturally and discreetly without overusing it?

Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about other the hotel facilities or immediately offer to find out the information required?

Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?

Did the employee adapt to a changing situation and/or guest's need?

Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

Did an employee personalize the interaction in any way and engage the guest as an individual?

Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

Did employees maintain alert postures and respect the guest's presence when interacting with each other?

Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting?

Was luggage collected from the room within 8 minutes of request for an urban hotel and 15 minutes for a resort hotel or within 5 minutes of pre-requested time?

Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their department before asking to enter the room?

Did the employee offer to retrieve the guest's car, arrange onward transportation or confirm pre-arranged transportation?

Did the employee confirm the number of pieces to be collected or arrive to the room with a trolley?

Was the guest's luggage attended to at all times in public areas, once in the care of an employee?

All signage and/or communication in the elevators - including digital signage and videos - are professionaly printed /elegantly designed and meet the brand's Visual Identity Guidelines. Favor digital or eco-friendly printing (responsible paper, vegetal ink… )

All signage is clear, concise and conforms to the brand's Visual Identity Guidelines. Signage is outstanding in quality and design, clean and well maintained.

Exterior lighting enhances the overall effect and visual impact of the building architecture. The combination of all exterior elements provide an outstanding sense of arrival, creating a positive first impression.

The hotel doesn't use chemical pesticides and fertilisers unless there is no organic or natural equivalent.

The hotel has a programme to control and eradicate invasive species.

The hotel uses local flora and fauna species for landscaping and restoration.

Favor digital communication on ALL enrollment to the Guest or eco-friendly printing flyer (responsible paper, vegetal ink, … ). Depending on hotel/ region, one-to-one paper flyer is no longer mandatory. Hotels offer self-enrollment alternatives (poster with a QR code etc, digital screen) to access directly to the online enrollment form.

Information about and interpretation of the natural surroundings, cultural heritage, local culture and communities is communicated to guests and staff, as well as explaining appropriate behaviour while visiting natural areas, living cultures, and cultural heritage sites.

The communication on towels and bed linen reuse can additionally be displayed in common spaces; e.g. lobby, elevator, corridors).

A comprehensive recycling strategy exists to reduce waste to landfill : the hotel sorts and recycle at least 3 types of waste (paper, glass, cardboard or plastic).

The hotel bans all categories of guest-facing single use plastics, in all areas visible to guests, except for water bottles.

Guests can enjoy uninterrupted complimentary Wi-Fi coverage at a minimum throughout 1 day. There is no need to re-authenticate or log into the service again after within 24 hours. There is no interruption to open sessions.

Guests can enjoy uninterrupted complimentary Wi-Fi coverage throughout the hotel. There is no need to re-authenticate or log into the service again when changing locations. There is no interruption to open sessions.

Communication materials (e.g. posters, digital screens, ...) on ALLSAFE are displayed and visible to Guests anywhere in the hotel when relevant.

The hotel communicates in PUBLIC AREAS or any relevant area on its sustainability policy, actions and performance to staff & guests and seeks to engage their support.

A communication on WATCH (fight against sexual exploitation of children) is displayed. Place and format (printed or digital) at the choice of the hotel, anywhere in the hotel, visible to guests.

Information about and interpretation of the natural surroundings, cultural heritage, local culture and communities is communicated to guests and staff, as well as explaining appropriate behaviour while visiting natural areas, living cultures, and cultural heritage sites.

Hotel mostly uses LEDs or energy-efficient light bulbs.

Was the restaurant/bar flooring clean and in good repair?

Were the restaurant/bar wall/ceiling surfaces well maintained and scuff free?

Were all windows and curtains clean and well maintained?

Were the restaurants/bars sufficiently lit and was all lighting in good working order?

Were the tables and chairs well maintained and the chair fabric clean in good repair?

Were the corridors current in appearance and well coordinated?

Was the flooring of good quality and in good repair?

Were the wall surfaces well maintained and enhanced with a design element (i.e. wood baseboards, ceiling trim, soft wall coverings, wood panelling, etc.)?

Were all windows and curtains clean and well maintained?

Were the corridors/pathways/stairways well lit and was all lighting in good working order?

Was all furniture well maintained and of good quality?

Was all hotel signage adequate, clean and in good repair?

Were the room service trays/trolleys/operating equipment regularly cleared from the floors?

Were the elevators current in appearance and well coordinated?

Were all elevators clean and well maintained (i.e. flooring, walls, lighting) and in good working order?

Did the employees refrain from using the guest elevators to deliver luggage/room service/housekeeping supplies?

Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?

Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?

Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about other the hotel facilities or immediately offer to find out the information required?

Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

Did employees maintain alert postures and respect the guest's presence when interacting with each other?

Was the exterior of the hotel well maintained?

Was the driveway easily accessible with either parking or a valet system present?

Was the drop off area covered and well lit?

Was all landscaping well-tended and free of debris?