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RETOSA southern Africa Harmonized
Accommodation Rating Standards
SAFARI + WILDERNESS
LODGES
Adliana
RETOSA LODGES GRADING STANDARDS
Introduction
The following set of standards have been prepared for is a Lodge. It represents one in a package of six accommodation categories including;
Vacation Guest houses or resorts,
Self-service apartments,
Guest houses and B + B’s,
Urban Guest houses and
Caravan and campgrounds.
There are approximately 235 quality assurance standards, 35 universal accessibility standards and 45 responsible tourism standards. This
represents a total of more than 300 standards.
These standards have been selected and written in such a way that they are applicable to the majority of urban Guest houses across the SADC
region. However there has been no effort to simplify the standards at the risk of diminishing their overall intent. To the contrary. The
standards are for the most part rigorous and are equal or better than those found in many of the recognized international grading schemes. In
fact the standards are based on a review of the most contemporary international standards as well as the more progress of standards in
southern Africa. For instance the quality assurance standards have borrowed from the new French standards while the responsible tourism
standards were inspired by the green certification program for Botswana. The universal accessibility standards were inspired by recent
accessibility legislation in Canada and California.
It will be in the best interest of the individual country as well the SADC region if each nation can assess each standard and make modifications
and refinements. This is critical considering that the final set of standards will eventually be mandatory.
Two elements have not been included in the standards. They include the identification of a mandatory standards as well as a weighting system
to determine the final value for each star rating. It is anticipated that the RETOSA member nations submit those standards that are considered
mandatory as well as a brief description of their preferred waiting.
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2
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
FEATURES A formal accommodation Same as for One Star Same as for One Star Same as for One Star but Same as for Four Star
facility providing full or should provide
limited service, located in accommodation 7 days a
natural surroundings beyond week and all year round.
that of an immediate garden
area. The category entry
requirements are that of
being in a scenic or natural
vista (e.g. Water view, rural
outlook, mountain view or
natural bush setting. If the
host/ manager and guests
are accommodated in the
same building, there must be
separate living areas. The
host/ representative must be
contactable 24 hours a day
and 7 days per week.
LOCATION Should be suitable for a Same as for One Star Same as for One Star, but Same as for Three Star Same as for Three Star
lodge should be within or in close
proximity to the main
attraction of the area and
offer easy accessibility,
safety, comfort and
tranquility.
SITE AND The establishment should be Same as for One Star Same as for One Star, but the Same as for Three Star but Same as for Three Star, but Environmental
ENVIRONMENT in harmony with the natural location should have added with an impressive site with greater appeal and assessment must be
and/ or built up environment advantage in terms of offering greater vantage in vantage in terms of scenery, done before
and in conformity with the scenery and/ or, fauna and terms of scenery, and/ or and/ or fauna and flora. construction.
building and development flora. fauna and flora.
regulations applicable to the
locality and country. The site
should be safe from
rainwater, floods and strong
winds.
3
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
SIGNAGE - Proper and clear signs and Same as for One Star Signs in good condition (but Same as for Three Star Signs in excellent condition
EXTERNAL TO notices should be provided clearly not new). Reasonably (like new). Attractive and
PROPERTY indicating any restrictions attractive and blends blends well into the
AND ON and areas of interest. Basic reasonably with the environment. Provides clear
GROUND signage may not be new environment. Provides indication of location of
being readable with clear indication of location establishment and facilities.
indication of the location of of establishment and Signs are visible from all
the establishment. facilities. Signs are visible access points/directions and
from all directions and during the day and at night.
during the day and at night.
(Including Driveway may have many Same as for One Star but Driveway in good condition, Driveway in excellent Same as for Four Star Driveways include
DRIVEWAY access to units, uneven surfaces or some driveway in reasonable with maintained road condition, with well- access to units if
if relevant) large potholes/ puddles. condition, but some small surfaces and good drainage maintained road surfaces relevant, they may be
However driveway is still potholes/ puddles or uneven but showing some signs of and excellent drainage. in tar, brick, gravel, or
drivable. Not accessible by road surfaces. Reasonable decay. Accessible by all types Accessible by all types of any other fit for
all types of vehicles, mainly drainage. Accessible by all of vehicles and/or only 4× 4 vehicles and/or only 4×4 purpose surface.
4×4, but acceptable if that is types of vehicles and/or only (as required by market). (as required by market). Assessment of surface
transport of primary source 4×4 (as required by market). Driveway width conducive to Driveway width conducive to to take into
markets. Passing areas have been traffic moving in both traffic moving in both consideration the
allowed for but are not directions (either by two way directions (either by two way geological surface per
clearly marked. driveway or specific passing driveway or specific passing location.
nodes). Surface to take into nodes).
consideration the geological
surface per location.
BUILDING AND Design and In conformity with the Same as for One Star Same as for Two Star but Same as for Three Star but Same as for Four Star but
PREMISES Architectural building code and other with a more attractive the architectural features, should be unique, elegant
Features existing building regulations, architectural design and construction and finish of and distinctive features in
modest in style and beauty finish. the building in relation to the complete harmony with the
and structurally safe. Should environment should be of environment.
be in harmony with the greater harmony and appeal.
physical, natural and cultural
environment.
The premises shall comply
with and be operated in
accordance with all statutory
requirements of local and
other authorities in relation
to planning, food, food
hygiene, water supply,
sewage disposal, fire
precautions and general
safety.
4
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Good appearance/ Very good appearance/ Same as for Two Excellent appearance/ In new structures or
maintenance/ condition. maintenance/ condition. StarPaintwork, windows, maintenance/ condition. No buildings, material (e.g.
Building Minor maintenance issues No obvious maintenance drains, etc. in good state of maintenance issues. All areas brick, canvas, wood, reeds,
Exterior may be present like natural issues. repair. No obvious structural of paintwork to be in good grass or other natural
weathering to building defects or damage. “Plain” condition. Some additional material) in excellent
exterior. architectural features are external features to enhance condition (like new),
Acceptable. appearance.High quality absence of weathering,
maintenance of canvas, fresh well-maintained
wood, reeds, grass or other paintwork or stone wall, an
natural material, paintwork, overall clean and "new"
windows, drains, etc. Though look. Alternatively, in older
some weathering may be buildings or structures,
present. All areas of to be in material (e.g. brick, canvas,
sound condition. Some wood, reeds, grass or other
additional external features natural material) well-
to enhance appearance. maintained, no unsightly
The establishment has an staining or chipping and well
attractive and inviting maintained paintwork or
impression. wall finishing. Visible
outbuildings or annexes to
be of a similar standard.
External lighting (as
appropriate in location).
Addition of attractive
architectural features
(applicable to market), etc.
Outdoor Areas Some landscaping should be Same as for One Star Same as for One Star Same as for One Star but Same as for Four Star
done and well maintained, in with very good landscaping
conformity with local and with aesthetic appeal.
environmental regulations.
Conservation Minimum basic standards of Some evidence of the best Notable evidence of
and conservation, basic practices, however, maybe environmental best practice
Environment compliance with one or two areas in all areas of the
legislation. which can be further camp and within area/s of
improved. operation.
Should be in accordance Same as for One Star Same as for One Star but Same as for Three Star but Same as for Four Star but all
Corridors, with the building code, allow with better finish and some with higher quality finish, should be of much higher
Walkways, easy passage and be well lit decoration, in harmony with decoration and quality.
Hallways and at all times. the cultural environment. maintenance.
Staircases Where appropriate, safe side
railings should be provided
and well maintained.
5
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
The establishment shall have Same as for One Star Same as for One Star Same as for One Star Same as for One Star
CAPACITY at least five accommodation
units to let.
Should be of proportionate Same as for One Star but Same as for Two Star but of Same as for Three Star but
size in relation to the with better design and more better ambiance and minimum size should not be Same as for Four Star but
capacity of the spacious. furnishings. less than an aggregate of 1½ offering a very high degree
LOBBY/ establishment, well Minimum size should not be sq. m. per guest bed. of luxury, ambiance and
LOUNGE/ equipped and furnished to less than an aggregate of 1 Excellent design and material beauty.
PUBLIC AREAS offer basic comfort. sq. m. per guest bed. used. Good workmanship
Minimum size of lobby/ with an elegant finish and a
lounge, bar and covered higher degree of luxury.
terraces should be as per the
building code but in any case
not less than aggregate ½ sq.
m. per guest bed.
Should be of good, safe and Same as for One Star Same as for One Star but Same as for Three Star but Same as for Four Star but
Floors, Walls secure material and well showing a degree of showing higher degree of with distinctive creativity
and Ceilings maintained to enable high creativity. creativity. and impressive ambiance.
standards of cleanliness and
hygiene.
Should be simple, blending Same as for One Star but of Same as for Two Star but of Same as for Three Star but Same as for Four Star but Some antique
with the natural and cultural better range and quality. wider range, higher quality should be more comfortable, generously furnished, with furniture may show
Furniture and environment, adequate, of and comfort. of very high quality and in attention to detail, comfort signs of “distress”
Décor good quality, functional and excellent condition. and elegance. which does
well maintained. not detract from its
excellence depending
on the degree of
deterioration.
Lighting There should be adequate Same as for One Star but Same as for Two Star but Same as for Three Star but Same as for Four Star No wobbly
natural and/ or artificial light fittings should be of lighting and fittings should with very high quality connections, burnt
lighting. better quality. be tasteful to provide a fittings. shades or flimsy bases,
pleasant ambiance. no harsh fluorescent
lighting either. Light
saving sources in all
appropriate places.
Regulation of Where applicable, adequate Same as for One Star Same as for One Star but Same as for Three Star but Same as for One Star
Temperature natural ventilation, and/ or with quality fixtures and with high quality air
sufficient mechanical fittings. conditioning systems.
ventilation should be
provided.
6
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
The size and range of Same as for One Star but Same as for Two Star but in Same as for Three Star but Same as for One Star but
accessories should be should be of wider range and addition reading and writing should be of greater range offering a distinctively
Amenities and proportionate to the size of quality. materials should be and higher quality. greater range and quality.
Accessories the lodges and the needs of available.
customers, including the
disabled.
FRONT OFFICE An appropriate area suitably Same as for One Star Same as for One Star but a Same as for Three Star but Same as for Four Star
designed for receiving of separate concierge service customer service/ public
guests should be available. area should be provided. relation table should be
The reception area should be provided to assist guests.
open at least 12 hours.
Appropriate, reliable and Same as for One Star Same as for One Star Same as for One Star Same as for One Star
relevant guest information
should be available,
including:
Tourism service providers,
emergency and fire exits
procedures, literature
Information covering services, etc.
Service Telephone directory and
tariffs as well as menu cards
should be provided. All
information should be in
English, German and at least
one other internationally
recognizable language.
Communication Should be available and Same as for One Star Same as for One Star but Same as for Three Star Same as for Three Star
Services include at least telephone should also include internet
facilities services.
Concierge Adequate number of Same as for One Star Same as for One Star Same as for One Star Same as for One Star
Services bellboys should be available
18 hours a day.
Paging System A simple functional paging Professional, discreet paging Same as for Three Star Same as for Three Star
system should be available. system should be used.
Same as for One Star
Safe Deposit Should be available in the Same as for One Star Individual safe deposit boxes Same as for Three Star Same as for Three Star but There should be
Service proportion of at least one should be provided in the for new establishments, safe sufficient arrangement
box for every five rooms. guests’ rooms. boxes should be large for the safe keeping of
enough to accommodate a large valuables.
laptop, professional cameras
and zooms etc.
Foreign Services should be provided
Exchange Same as for One Star Same as for One Star Same as for One Star Same as for One Star
Service
7
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Languages Front office staff should be Same as for One Star Same as for One Star but the Same as for Three Star Same as for Three Star
able to communicate in head of department and
English/ French and German some staff should also be
able to communicate in at
least one internationally
recognized language besides
English/ French.
Same as for Four Star, but Same as public areas
At least one room Same as for One Star but Same as for One Three but featuring more than one and should be
DINING ROOM Features and commensurate to the with a good domestic style Same as for One Star but offering considerable luxury room and distinctively assessed as part of the
AREA Facilities number of beds should be and quality of décor. offering a greater degree of and convenience. luxurious. A separate lounge public areas, if an open
available. It should be well comfort and facilitate a should be available for extra plan area. Assessed
furnished and maintained. It smooth service. comfort. separately, if it is a
can be of moderate quality separate room.
but not necessarily new.
Same as for One Star but Same as for One Star but
Floors, Walls with high standards of with higher quality design,
and Ceilings They should be structurally cleanliness and hygiene. No workmanship and finish. Same as for Three Star but Same as for Four Star but
sound, well maintained to visible wear and tear with Very good quality of wall with tasteful design, very with outstanding quality
support good standards of evidence of competent coverings with evidence of high quality professional wall covering an
cleanliness and hygiene. workmanship and the use of coordinated design and workmanship and finish. meticulously coordinated
hangings, pictures, etc. interesting architectural design, workmanship and
features. finish.
Should be adequate, natural Same as for One Star but Same as for Two Star but Same as for Three Star but Same as for Four
Lighting and and/ or artificial, with level light fittings should be of lighting and fittings should with very high quality
Ventilation of artificial illumination better quality. contribute to the setting of a standard of fittings and
controllable. pleasant ambiance. All the finish. . A good air
Where applicable, adequate fixtures should be of high conditioning system should
natural ventilation and/ or quality. also be provided.
sufficient mechanical
ventilation should be
provided.
Interior Décor Should be modest, of good Same as for One Star but of Same as for Two Star but of Same as for Three Star but Same as for Four Star but
quality with harmony of better range and quality. wider range, higher quality should be more confortable, generously furnished with
colors and blending with the and comfort. of very high quality and in attention to detail, comfort
natural and cultural excellent condition. and elegance.
environment and well
maintained.
8
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Adequate, functional, Same as for One Star but of Same as for One Star but of Same as for Three Star but Same as for Four Star but
Furniture and confortable and appropriate better quality. superior quality. luxurious and more elegant. distinctively luxurious and
Equipment equipment and furniture, all elegant.
of good quality and well
maintained. The needs of
the disabled/ handicapped
should be taken into
consideration.
Should be well appointed Same as for One Star Same as for One Star Same as for One Star Same as for One Star
Service Stations and proportional to seating
capacity.
Menu A menu with a modest Same as for One Star but Same as for Two Star but Same as for Three Star but Same as for Four Star but
selection of local and with better quality with at least a four course with superior quality cuisine, featuring excellent cuisine
international dishes with at presentation and choice. menu and wider selection of wide choice of both a la and very rich bar and wine
least three courses and a dishes and beverages. carte and table d’hote of at list.
beverage list. least five courses and a rich
bar and wine list.
BARS General At least one bar should be Same as for One Star Same as for One Star but Same as for Three Star but Same as for Four Star but
Features And conveniently located near more spacious and better will be elegant spacious and with a higher degree of
Facilities the dining room and/ or ambiance. Facilities to provide facilities of creativity, ambiance and
lounge, or may be part of prepare non- stocked internationally recognizable comfort.
the dining room/ area. refreshments should be standards.
provided.
Walls, Floors, Woodwork and fittings Same as for One Star but Same as for Two Star but Same as for Three Star but Same as for Four Star but
Ceilings And should be modestly with more attractive with very high quality finish with excellent design and with luxurious finish and
Decorations decorated, functional and decoration, tasteful finish finish offering a high degree décor
well maintained. and design. of comfort.
Lighting And Natural and/ or artificial Same as for One Star but Same as for Two Star but Same as for Three Star but Same as for Four Star
Ventilation lighting and illumination light and ventilation fittings lighting and ventilation with very high quality
lighting should be adequate. should be of better quality. fittings should be tasteful standard of fittings and
and controllable to provide a finish.
pleasant ambiance.
Furniture And Should be adequate, Same as for One Star but Same as for Two Star but Same as for Three Star but Same as for Four Star
Equipment modest, comfortable and of should be of better quality. should be of distinctively with a touch of luxury.
good quality. An ice making higher quality, offering
machine of adequate greater comfort.
capacity and a double bowl
sink with bottlebrush, hot
and cold running water.
Beverage Adequate refrigeration/ Same as for One Star Same One Star but with Same as for Three Star Same as for Three Star
Cooling Systems cooling should be available extensive and varied cooling
and storage of wines should systems to meet the demand
be done professionally. of various storage and
cooling requirements.
9
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Selection of Adequate variety of local Same as for One Star but Same as for Two Star but Same as for Three Star but Same as for Four Star but
Drinks and and international beverages, with a wide variety of choice. with a wide selection of with premium internationally with an extensive selection
Snacks wines beverages wines and snacks. renowned brands available. of premium brands.
And snacks should be
available.
Stocks should be adequate Same as for One Star but Same as for Two Star but Same as for Three Star but Same as for Four Star but
and appropriate for the should be of better quality should be of high quality and should be of excellent quality outstanding in quality and
Glassware service of different drinks. design. in design and finish. refinement.
KITCHEN Size Area including food stores Same as for One Star Same as for One Star Same as for One Star but Same as for Four Star
and pantry should be in area per guest bed should be
proportion to the capacity of ½ sq. m. for lodges with
the establishment, but shall more than 100 beds.
not be less than ½ sq. m. per
guest bed.
Floors, Walls, Should be of impervious Same as for One Star Same as for One Star but Same as for Three Star Same as for Three Star
Drainage and materials, non-corrosive and with high quality materials
Lighting non-slip, conducive to easy and finish
cleaning. All should be of
good workmanship and
finish. Excellent levels of
hygiene should be observed.
Floors should have a gentle
slope towards the drainage
point and the junction
between all vertical and
horizontal surfaces should
be coved
10
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
All drains in and around the Same as for One Star Same as for One Star but Same as for Three Star Same as for Three Star
kitchen should be covered with high quality materials
and connected to the and finish
drainage system of the
building via a grease trap. In
areas where there is no
sewerage system, it should
be connected to the soakage
pit. All to be maintained in
good working condition, at
all times
Lighting should be adequate, Same as for One Star but Same as for Two Star but Same as for Three Star but Same as for Four Star The use of energy
natural and/ or artificial with light fittings should be of lighting fittings should be with very high quality efficiency methods
level of artificial illumination better quality tasteful to provide a pleasant standard of fittings and finish considered when
controllable ambiance reviewing this section
during an assessment.
Overall standard of
energy efficient
lighting in all
appropriate places.
Ventilation Adequate and efficient Same as for One Star Same as for One Star Same as for One Star Same as for One Star
natural and/ or mechanical
ventilation/ fume and hot air
extraction should be
provided.
Equipment of Worktops should be of Same as for One Star Same as for One Star, but Same as for Three Star but Same as for Four Star but
Kitchen stainless steel or other each section should be with high quality tools. with very high quality tools.
impervious materials, and provided with appropriate
should include an adequate tools.
number of sinks, with hot
and cold running water.
Basic utensils, tools and
cooking equipment should
be provided. All should be of
good quality and be kept in
good and clean condition
Adequate and separate hand Same as for One Star Same as for One Star Same as for One Star Same as for One Star
washbasins, with at least
one located at the entrance,
all hygienically controlled,
with hot and cold running
water and soap dispensers
should be provided. Hygienic
means of hand drying should
be provided.
11
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Adequate and efficient Same as for One Star Same as for One Star Same as for One Star Same as for One Star
natural and/or mechanical
ventilation/ fume and hot air
extraction should be
provided
Organization of There should be visible Same as for One Star but Same as for Two Star but Same as for Three Star but Same as for Four Star but
the Kitchen segregation in terms of with different and highly organized and with sections clearly labeled. labeled and screened off
working areas for appropriate working areas departmentalized. where applicable.
preparation of meats, for preparation of meats,
vegetables, fish, poultry and vegetables, fish, poultry and
pastries. pastries.
Relation to Should be conveniently Same as for One Star Same as for One Star, but Same as for Three Star Same as for Three Star
Restaurant and located in relation to the with added provision for
Flow of Food restaurant/ dining area to enhancement of service
Service facilitate service efficiency. efficiency.
There should provision for Same as for One Star Same as for One Star Same as for One Star Same as for One Star
safe conveyance of food
between the preparation
area and the restaurant/
dining area.
Food Storage Should be adequate, Same as for One Star but Same as for One Star but Same as for Three Star but Same as for Four Star
providing for separation of with controllable should have separate should have distinctly
perishables and non- temperature gauges. compartments for various separate compartments with
perishables, well ventilated foodstuffs. labeling for various
and maintained in hygienic foodstuffs.
condition. Built in facilities
for refrigeration, shelving,
pallets and cabinets should
be available
Waste There should be a sufficient Same as for One Star Same as for One Star Same as for One Star Same as for One Star
Collection and number of separate waste The bin for organic
Storage bins preferably for glass, material should itself
aluminum, plastic, organic include a separate
and non- organic material compartment for
with tight fitting covers, compostable waste
protected from weather and
animals. All bins should be
lined with appropriate waste
bags and waste must be
collected from the kitchen
on a regular basis.
BREAKFAST
12
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Presentation Sufficient breakfast served Standard range of cold and Cold buffet with a range of Cold buffet neatly set out Superb range of hot and
and Quality with a however limited hot courses with good items and small range of but hot main course plated. cold food. Plated main
range of choice for cooked quality ingredients. cooked items. A minimum Quality fresh ingredients and course and eggs cooked to
items. skill in preparation but with a a wide selection of breads, the guests order.
noticeable attempt to pastries and hot drinks Outstanding quality fresh
provide very good quality available. ingredients and wide choice.
and some unusual items. Specialty foods and unusual
dishes. Table service
essential.Specialty foods and
unusual dishes. Wide
selection of breads and
pastries.
TABLE SERVICE
Menu A verbal explanation of A clean and well-presented Good standard of A menu detailing the full Excellent standard of
Presentation dishes available is menu provided for meals presentation. If hard copy, range provided for guests presentation. If hard copy,
acceptable. Menu presented served from the kitchen. intelligible layout and good opting for table service. clear, informative layout.
on a blackboard acceptable. Where there is a buffet, any quality production. Clean, Attractive design in
items available but not not worn or grubby. Large excellent condition - no
included on the buffet, majority of wines and items grease, thumbprints, wine
detailed on a menu. available and those that are stains, written correlations,
not - clearly marked or etc. Wine set out in clear
verbally specified. If verbal, sections and majority of
presentation reasonable and items available (if not
understood and some items available notified on
described in detail. presentation of list). If
verbal, presentation is
clearly understood and all
items described in detail.
Majority of items on menu
available and if not available
notified on presentation of
menu.
13
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
An emphasis on style and Outstanding quality cutlery
excellent quality (stainless and crockery all highly
steel, silver, etc.). All cutlery coordinated and matching.
and crockery of excellent Luxurious linen crisply
Same as for Two Star but quality, matching and ironed and without any
Good domestic cutlery and very good quality domestic coordinated. Additional stains. Large range of cutlery
Variety of styles and crockery with main service crockery rather than features such as vases, and glassware to
Table acceptable quality. Napkins matching. Perhaps professional China. Fine glass candlesticks, coasters etc. complement a range of
Appointments of an acceptable quality. accessories of different style rather than crystal. should be present. Excellent uses. Provision of
Sauces in bottles or packets. but good quality. quality linen and large appropriate styles of cutlery
napkins. Excellent quality for different functions and
accessories, ice buckets, different glasses or crystal
sauce boats and jam pots. for different uses.
Provision for different
glasses or crystal for
different uses.
Well presented on
Dinner Food presented in an Attractive arrangement and Obvious care and attention appropriate plates with Exemplary presentation on
Presentation acceptable manner but with garnishes. Tendency to to detail with visual effect. attractive garnishes. Pleasing outstanding quality plates
a variety of colors and follow standard garnishing. combination of colors, with exquisite garnishes.
textures. Minimal garnishing. textures, and shapes. Care in Outstanding quality
execution with attention to combination of flavors,
visual appeal. Carvery to be colors and textures, served
attended and refreshed. at just the right
Buffet replenished and temperature.
refreshed.
Food Quality All meals freshly cooked/ All meals prepared with a All meals, including any room All meals, including any room All meals, including any
prepared on the premises quite good level of skill, care service, prepared with a service, prepared with a very room service, prepared with
with an acceptable level of and presentation and served good level of skill, care and good level of skill, care and an excellent level of skill
skill and presentation in a at the correct temperature. presentation and served at presentation and served at using fresh produce. Unique
basic way with minimal A mixture of fresh the correct temperature. the correct temperature. All quality dishes using the best
options and variety, and ingredients obvious care and Particular attention given to food cooked correctly and quality ingredients meet a
served at the correct attention paid to the food quality rather than presented in an appetizing high international standard
temperature. Evidence of preparation but simpler in extensive menus. Evidence way. Skillful use of finest, and provision made for a
some fresh produce. At least style. of aiming for very good fresh ingredients, can be variety of dietary
one vegetarian option quality with very good simple in style but with great requirements. Outstanding
available (at least on quality fresh ingredients. attention to detail and variety on the menu. Superb
request) at each course. quality. Everything prepared attention to detail and
to the right degree. Good combinations of flavors.
balance on menu with Minimum three course meal
something for all tastes. of entrée, main (choice of
three) and dessert.
14
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
The main course, served to
Style of Service A self- service operation, e.g. Same as One Star the guest at their table, a Table service of at least main All courses served to the
carvery or buffet- style, is carvery is acceptable. course should be provided guest at their table.
acceptable.
Wine and Wine A choice of good quality Other Beverages:
Service wines offered. Clean and Appropriate glasses for
well-presented wine list, all beverages.
Red and White wine A range of red and white clearly and accurately listing Beverages presented,
provided, wine prices and wines offered. Staff the choice of wines and Very good range and quality Excellent range and quality poured
measures clearly displayed. demonstrating knowledge measures available, should of wines offered. An of wines offered. Staff and displayed
Staff demonstrating basic about the wines available. be provided. Staff informative and detailed demonstrating excellent appropriately -
knowledge about the wines demonstrating good wine list. wine knowledge and wine according to
available, e.g. country of knowledge of the wines service skills. internationally
origin. available. accepted etiquette
and the guest's specific
request. Wide variety
in
beveragepresentation.
Wide variety of
different glass types
available as necessary.
Guests asked how they
would like their
beverage presented.
Light refreshments of at least Light refreshments and hot Light refreshments and hot
Light Hot and cold drinks available hot and cold drinks and and cold snacks available to and cold snacks available to
refreshments, to residents and their guests sandwiches available to residents and non- residents residents in the public areas
snacks and in the public areas during the Same as for One Star residents and their guests in in the public areas 24 hours.
afternoon teas day and evening, at least the public areas throughout throughout the day and Full Afternoon tea and
from 10a.m to 10p.m. This the day and evening. evening. beverages to be served.
service to be clearly Guests able to order and be Separate menu to be in
advertised. Guests may be served at their table. place for this service.
required to order at (Referral to in- room
reception or at the bar. facilities is not acceptable);
After any early start activity
(safari, trekking, bird
watching, etc.), the guide
should offer a choice of hot
drinks and cookies/ biscuits
etc. in a spot comfortable
enough for a coffee break.
15
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Minimum size of bedrooms Same as One Star Minimum size of bedrooms Minimum size of bedrooms Minimum size of bedrooms Acoustically sound
GUEST ROOMS Minimum Size should be 12 sq. m. should be 15 sq. m should be 20 sq. m should be 25 sq. m interconnecting doors
excluding the bathroom and in 10% of available
lobby area. rooms will attract full
marks.
Should be of an acceptable Same as for One Star Same as for One Star but Same as for Three Star but Same as for Four Star but
quality and well maintained with good quality material with a luxury touch in with exceptionally high
(no threadbare or fraying used; very good quality material, workmanship and quality material and finish.
Floors, Walls sections of carpet and rugs). carpets with no stains, burns, finish. Excellent quality fitted Hardwood floors or
and Ceilings - Carpets where applicable, or marks. No sagging or carpets, fit for purpose. No luxurious tiles free of chips
should be professionally evidence of water leakage in evidence of leakage, seeping or damage.
fitted, with a good underlay ceilings. or sagging in ceilings.
and should be clean at all
times.
- Doors and windows should
be of quality material.
Not essential Not essential At least 50% of the rooms At least 75% of the rooms All rooms should have
Balconies/ should have balconies with should have balconies. balconies with functional
Terraces appropriate furniture. and appropriate furniture.
Décor Décor should be of good Same as for One Star Same as for Two Star but Same as for Three Star but Same as for Four Star but
quality, conforming to the with a good standard of with a higher degree of evidently more luxurious.
social and cultural décor with some thought sophistication and Décor showing attention to
environment with harmony given to coordination of professionally applied. detail and co-ordination of
of colors and well design. Some use of design, as well as finished to
maintained. decorative enhancements professional standard.
where appropriate. Where appropriate, wall
coverings and paintwork of
an excellent intrinsic quality
and condition.
Openable window area Same as for One Star Same as for One Star but Same as for Three Star but Same as for Four Star but Signage reminding
should not be less than 20% with additional light fixtures with high quality fittings. with much higher quality guests to switch off
Lighting and of floor area. There should over the dressing table fittings. lights and electronic
Ventilation be adequate natural lighting. mirror. Portable or other appliances when
One light fixture for each light fixtures suitable for leaving the room.
bed, in addition to the reading, writing, etc. should
general illumination. Bedside be provided.
switch and emergency
lighting should be provided.
16
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Where applicable, adequate Same as for One Star Same as for One Star but Same as for Two Star but Thematically and If location/energy
Regulation of natural ventilation, and/ or with quality fixtures and with high quality air individually controlled supply does not allow
Temperature sufficient mechanical fittings. conditioning systems heating and/ or cooling for air conditioning,
ventilation should be individually controllable. system capable of significant other
provided at no extra cost, Windows and doors should maintaining a comfortable means of temperature
and controllable by the open and close easily and temperature of between control applied, i.e.
guest. balcony doors easily 18°C and 25°C, appropriate many opening
accessible. to size and location of the windows, shady trees,
lodge. Appliance should be fans, fireplaces, hot
in excellent working water bottles.
condition and has a silent
operation. Air conditioning
is remote controlled.
Sound Proofing Well sound proofed rooms, Same as for One Star Same as for One Star Same as for One Star Same as for One Star
for the comfort and privacy
of guests.
Should be numbered, Same as for One Star Same as for One Star but Same as for Three Star but of Same as for Three Star but Room/ suite names
lettered or otherwise with good quality fittings better quality with a luxury touch in should be creative and
Door designated with clear material, workmanship and the signage
Designation signage. finish. representative of such.
Means of securing bedroom Same as for One Star Same as for One Star but Same as for Three Star Same as for Three Star
Room Security doors from inside and out, with higher quality fittings
and a key or keycard
provided.
The main door and windows Same as for One Star Same as for One Star but Same as for Three Star but Same as for Four Star but
should be of good quality with higher quality fittings provision for double locking with a functional electronic
weather resistant material system and door lens. surveillance system.
and fitted with secure locks/
locking system, providing
maximum privacy and
security should be installed
Same as for One Star but in
addition, the following
should be provided:
- Internal telephones, which
can be connected to external
Bedroom An electric bell, light signal Same as for One Star network, through the lodge Same as for Three Star but Same as for Four Star
Communication or telephone should be switchboard, or direct dial. with extensions provided in
System provided in every room for Speed dial keys for the bathrooms
internal communication different lodge services
should be clearly labeled on
the telephone set
- computer data points or
hotspots
17
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Furniture and Every room should be fitted Same as for One Star but Same as for Two Star but all Same as for Three Star but Same as for Four Star but Furniture should be
Equipment with a clean and comfortable beds and headboards of children’s beds to be full with valet services. Mini bar offering a high degree of conveniently placed to
bed of not less than: 120 x better quality and condition. adult size. Singles; 190 X 90 and coffee tray and coffee luxury. Beds for single make it easy to move
190 cms for single beds and Easy access to both sides of cms. Good access to both tray should be provided. occupancy to exceed 90 cms around. Where a
160 x 190 cms for double beds for double occupancy. sides of beds for double in width and beds for double lounge area is
beds, 190 x 122 cms beds to occupancy. occupancy to be at least 153 available, it should be
be designated as singles. cms in width. Generous clearly demarked from
Twin beds should be of (2x) access to both sides of beds the bedroom area.
90 x 190cms. Mattress for double occupancy.
should not be less than 15
cms thick with two matching
pillows; foam rubber or
cotton of high quality is
recommended. There should
be access to both sides of
beds for double occupancy.
A bedside table or shelf
should be provided and
located beside all permanent
sleeping positions. One
bedside table between two
beds is acceptable in a twin
room.
A wardrobe in each room A computer data point
with at least six hangers (not should be available.
the wire variety), two chairs,
one table, bedside mat/ rug,
luggage and shoe rack
should be provided.
All lamps should be shaded
and telephone should be
available.
Not applicable Not applicable Occasional table provided in Dressing table/ writing desk/ Same as for Four Star
every bedroom. Tables must workspace to be provided in
be suitable height for dining each room
and writing.
18
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Supplies in Approved and sealed bottled Same as for One Star but all Same as For Two Stars. In Same as for Three Star, but Same as for Four Star but
Bedroom drinking water should be items should be of good addition, hot water bottle, with flowers, chocolates, with assorted chocolates
supplied daily along with a quality. extra pillows, duvet/ blanket, sweets and fruits in season. and a good selection of
bedside rug for each guest, “ Tea/ coffee tray, assorted beverages and wines.
Do not Disturb” sign, tissue paper and a selection
stationery, waste bin, of beverages, should be
appropriate insect repellent, provided. Shoe bags, shoe-
laundry bags, air freshening shining pads, sewing kits and
supplies, torch/ lamp, bedroom slippers, should be
ashtrays, waste paper provided.
baskets and water glasses.
Furnishings and Soft furnishing and curtains Same as for One Star but Same as for Two Star but of Same as for Three Star but Same as for Four Star but
Linen should be at least of the should be of high quality significantly higher quality with black out curtains/ with a higher degree of
ratio of a window to curtain and refinement in finish. shutters and of much higher luxury. All beddings must be
of 1:2, ½ with length of 5 cm quality of an outstanding quality
above the floor. They should and be immaculately
be well designed and in laundered.
harmonized color
scheme.Appropriate curtains
should include black- out
ones or other means of
blanking off the sunlight
during the day (lining, net
curtain or blind) and
upholstery should be of
good quality, finish and well
maintained.
Purpose designed mattress
protectors and pillows are
required. Beddings should
be of good cotton or linen
fabric. Every bed should
have appropriate size of bed
sheets, which can be tucked
in. All beds should have
under-blankets. Two bed
sheets and top blanket or
duvet with appropriate
pillows. Mosquito net
covering the entire bed and
long enough to reach the
floor. All beddings should be
free of stain, holes and
fraying.
19
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Linen should be changed Same as for One Star Same as for One Star Should be changed daily or Same as for Four Star but There should be a par
after every two nights use or as requested by the guest turn- down service offered stock of at least Three
with every guest. every evening pairs of sheets for
each bed.
Literature covering services, Same as for One Star Same as for One Star Same as for Three Star but Same as for Four Star but
internal telephone directory information in at least two information in at least two
and tariffs, menus, other internationally other internationally
Information in emergency and fire exits recognized language besides recognized language besides
Bedrooms procedures, etc., should be French and English French and English. A Braille
provided. Special notice version of the basic
regarding lodge lien and information should also be
liabilities should be well available
displayed. All information
should be provided in
English, French, German and
at least one internationally
recognized language
Information about the Same as for One Star Same as for One Star Same as for One Star Same as for One Star
lodge’s commitment to
reduce wastage of resources
GUEST
BATHROOM
Bathrooms/ WC should be Same as for One Star Same as for One Star, but Same as for Three Star but of Same as for Four Star but
ensuite with a minimum should be not less than 5 sq. not less than 6 sq. m. more spacious with
floor area of 3.8 sq. meters m., with better quality evidently superior fittings.
where facilities include material and fittings
Bathroom Size bath/shower with
splashguard (fitted shower
curtains or splash screens);
3.5 sq. meters where
facilities include a shower
unit or a tub only.
The establishment may have
open plan bathrooms but
must inform the guests of
the design before the
booking procedure goes
through. Some bathrooms
may be located to the
exterior of the room but
internal to the overall
building.
20
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Good, impervious non- slip Same as for One Star but Same as for Two Star, but Same as for Three Star, but Same as for Four Star with a Outstanding quality
materials should be used. with some evidence of with higher quality materials with superior quality luxurious standard of floor would include
The materials used to cover coordinated fittings, flooring, not necessarily new. materials. Tiles well fitted, fittings, flooring and décor. under floor heating.
Floors, Walls the walls should be at least décor and good grouted and free from stains
and Ceiling up to a height of 2.5 meters workmanship and finish. or water damage.
from the floor. Floors and
wall tiling to be provided in
an appropriate material in all
wash basin and shower
areas. Best practice suggests
washable flooring is more
hygienic than carpeting.
The use of energy
efficiency methods
should be considered
Two light fixtures, One of Same as for One Star but when reviewing this
Lighting and them being above the mirror with improved materials, Same as for Two Star but of Same as for Three Star but Same as for Four Star section during an
Ventilation for general illumination of fittings, workmanship and better quality with Superior quality fittings assessment
the room should be finish Outstanding Overall
provided. Electric lighting high standard of
should be of sufficient energy efficient
wattage. lighting in room.
Controllable dimmer
lighting. Light saving
sources in all
appropriate places –
especially for shaving,
make-up, contact
lenses, reading, etc.
There should be effective Same as for One Star Same as for One Star Same as for One Star Same as for One Star
natural and/ or mechanical
ventilation.
Shaver outlet Should be provided in every Same as for One Star Same as for One Star but Same as for Three Star Same as for Three Star
and Sockets bathroom. The voltage should be of superior quality.
supply, whether in DC or AC,
should be indicated.
Sanitation Bins, WC, hand wash Same as for One Star Same as for One Star Same as for One Star Same as for One Star
basins;bathtub and shower
tray should be sanitized with
appropriate detergents and
chemicals daily.
21
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Equipment and Should be modest, Same as for One Star but Same as for One Star but Same as for Three Star but Same as for Four Star but Grab rails and facilities
fittings functional and include a with a large mirror. shall include an efficient all equipment should be of extra large modern and for disabled/
shower with mixer, WC, Bathroom may have a mechanical air extraction high quality including a large spacious shower of handicapped and
toilet paper holder, hand shower or bath. system, a larger mirror and shower with well-made outstanding quality. Design senior citizens, should
wash basin with hot and cold very good quality shower fittings and excellent finish. should be innovative and be provided
water, a reasonably sized screen. Matching and Arabic Shower is an added there should be extra space
mirror located above the coordinated styles are advantage. for two people to
wash basin, towel rail, recommended. Bathtubs comfortably move around
clothes hook, and non-slip should be at least 160 cm the bathroom. Other
shower tray. long, fixtures without cracks, equipment should include
dull finishes or stains. hair dryer, bidets, small
magnifying mirrors and
telephone extensions
Not applicable Not applicable Not applicable Not applicable All bathrooms to have bath
with overhead shower
facility
Reasonably sized hand and Same as for One Star Same as for One Star but of Same as for Three Star but Same as for Four Star, but in
Towels and bath towels (of not less than bigger size and better quality the bath towel should not be addition two bathrobes of
Bathrobes 60 cms x 120 cms) of good including 2 face towels. less than 80cm X 150cm and different sizes should be
quality/ absorbent material should be of higher quality provided and more than two
and in good condition should materials. A bathrobe should face towels per person per
be provided for each guest be provided as well. day, materials should be
and changed daily. Bath mat more luxurious.
of modest material should
be provided but paper mats
not acceptable.
Same as for Four Star with a
greater variety of amenities
The following should be Same as for One Star but (small mouthwash bottle,
Supplies in supplied in each bathroom: Same as for One Star with an addition of sanitary Same as for Three Star toothbrush and toothpaste,
Bathrooms additional ashtray, lidded bags, cotton tips/ pads, comb, nail file, and shaving
sanitary bin or bags, soap sanitary bags, paper tissues, kit. The quality and range of
and toilet paper, a water sewing kit presented on a all amenities should reflect a
glass per guest and a basic tray or basket degree of luxury and be well
range of toiletry products presented and displayed.
provided.
22
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Same as for One Star Same as for One Star but
Basic toiletry range should with additional products Same as for Three Star but a
comprise of soap/ liquid such as body lotion, bubble greater variety of amenities, Same as for Four Star but
soap at wash basin and bath and bath salts wherever of better quality and in with more luxurious
shower area, shower cap, bathtub provided better designed packaging. products.
and shampoo and
conditioner (or a
conditioning shampoo)
Good, impervious non- slip Same as for One Star but Same as for Two Star, but Same as for Three Star, but Same as for Four Star with a
materials should be used. with some evidence of with higher quality materials. with superior quality luxurious standard of
Floors, Walls The materials used to cover coordinated fittings, flooring, materials. fittings, flooring and décor.
and Ceiling the walls should be at least décor and good
up to a height of 2.5 meters workmanship and finish.
from the floor. Floors and
wall tiling to be provided in
an appropriate material in all
wash basin and shower
areas. Best practice suggests
washable flooring is more
hygienic than carpeting.
The use of energy
Lighting and Two light fixtures, One of Same as for One Star but Same as for Two Star but of Same as for Three Star but Same as for Four Star efficiency methods
Ventilation them being above the mirror with improved materials, better quality with Superior quality fittings should be considered
for general illumination of fittings, workmanship and when reviewing this
the room should be provided finish section during an
assessment.
Where Suites are provided, Same as for Four Star, but
the minimum size should be with more spacious rooms
SUITES Minimum Size Not applicable Not applicable Not applicable 24 sq. m. A suite consists of of palatial proportions with
at least three separate all prerequisite
rooms; bedroom, bathroom internationally recognizable
and separate lounge area. standards.
Should have a terrace or Same as for Four Star but
Balcony/ Not applicable Not applicable Not applicable balcony with appropriate furniture and furnishings
Terrace furniture should be of higher quality
and better design.
23
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
The window area that can be The use of energy
opened should not be less efficiency methods
than 20% of the floor area. should be considered
Lighting and Not applicable Not applicable Not applicable There should be adequate when reviewing this
Sound Proofing natural lighting: One light Same as for Four Star section during an
fixture for each bed, in assessment
addition to the general Outstanding Overall
illumination. Bedside switch high standard of
and emergency lighting energy efficient
should be provided. lighting in room.
Additional light fixtures over Controllable dimmer
the dressing table mirror and lighting.
portable or other light
fixtures suitable for reading,
writing, etc., should be
provided.
Well sound proofed for
Not applicable Not applicable Not applicable comfort and privacy of the Same as for Three Star
guest.
Adequate natural Same as for Four Star but
ventilation, and/ or sufficient with high quality (silent) air
Regulation of Not essential Not essential Not essential mechanical air conditioning conditioning systems
Temperature should be provided, so as to
maintain a temperature
range for the comfort of the
guests
The main door and windows
should be of good quality,
Room Security Not applicable Not applicable Not applicable weather resistant material Same as for Three Star but
and fitted with secure locks/ with functional electronic
locking system, providing surveillance system.
maximum privacy and
security should be installed
Good décor with quality Same as for Four Star but
Décor Not applicable Not applicable Not applicable decorations should be with a touch of luxury
provided. They should be
tasteful and elegant.
24
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
An electric bell, light signal
or telephone should be
provided in every room for
internal communication. In
Communication addition, the following Same as for Four Star but
systems Not applicable Not applicable Not applicable should be provided: with internet facilities
- Internal telephone provided on request.
connected to external
network through the lodge
switchboard, or direct dial,
telephone extensions
provided in all rooms of the
suite.
- Computer data points/
hotspots.
Literature covering services,
internal telephone directory Same as for Four Star A
and tariffs, menus, lodge staff should be able to
emergency and fire exits communicate with the Suite
Information in Not applicable Not applicable Not applicable procedures, etc., should be guest should the latter not
Suites provided. Special notice be able to communicate in
regarding lodge lien and the above- mentioned
liabilities should be well language. A Braille version
displayed. All information of the basic information
should be provided in should also be available
English, French, German and
at least one internationally
recognized language.
Information about the
Not applicable Not applicable Not applicable lodge’s commitment to Same as for One Star
reduce the wastage of
resources.
An arrow in the ceiling of the
Not applicable Not applicable Not applicable room pointing towards the Same as for Three Star
direction of the Mecca.
Furniture and Not applicable Not applicable Not applicable Quality dining table with at Same as for Four Star but
Fittings least four chairs, a dressing with appropriate study
table, full length mirror, a facilities, and an easy chair.
lounge, a coffee and study All the furniture and fittings
tables, and computer data should be of internationally
points should be provided. recognizable quality.
25
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Furnishings and Not applicable Not applicable Not applicable Soft furnishings and curtains Same as for Four Star but
Linen should be at least of the with premium quality
ratio of a window to curtain materials and fittings and
of 1:2 ½ with length of 5cm more luxurious.
above the floor. All should
be well designed in
harmonized color scheme.
- Beddings should be of good
cotton or linen fabric. Every
bed should have appropriate
size of bed sheets, which can
be tucked in. All beds should
have under- blankets, two
bed sheets ant top blanket
or duvet with appropriate
soft and hard pillows.
- Mosquito net covering the
entire bed and long enough
to reach the floor.
- Appropriate curtains and
upholstery should be of good
quality, finish and well
maintained.
- Linen should be changed
daily or at the convenience
of the guest.
Supplies in Not applicable Not applicable Not applicable Sealed bottle of mineral Same as for Four Star but all
Suites water and glasses supplied the utensils, tools and
daily, bedside rug per guest, accessories should be of
“Do not disturb”, “Please very high quality
make the room” signs,
stationery, waste bins,
appropriate insect repellent,
ash trays, matches, laundry
bags, torch/ lamp, air
freshening supplies and
flowers supplied. Tea/ Coffee
tray together with good
kitchenette utensils, cutlery
and crockery should be
supplied.
26
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Facilities and Not essential Not essential Room service menu, valet Same as for Four Star but
Amenities services and coffee/ tea with a table setting service
maker should be provided. for the room service (in the
Not essential
Mini bar should be available room or on the balcony/
along with an elaborate terrace where feasible) for
selection for the mini bar, an ultimate dining
including a selection of wine experience.
and one choice of
Champagne a selection of
sweet and salty snacks.
Room service should be
provided on a 24-hour basis.
Bathroom Size Not applicable Not applicable Not applicable Should be not less than 10 Same as for Four Star
sq. m. but is spacious enough
to accommodate separate
bathtub and shower.
Bathroom Not applicable Not applicable Not applicable Good, impervious non- slip Same as for Four Star, but
Floors, Walls materials should be used. with luxurious interior
and Ceilings The materials used to cover design, excellent materials,
the walls should be at least workmanship and finish
up to a height of 2.5 meters
from the floor and of very
high quality material, design,
workmanship and finish.
Bathroom Not applicable Not applicable Appropriate number of Same as for Four Star but “The use of energy
lighting and lights. One of them being the design and finish of efficiency methods
Ventilation above the mirror should be fittings should reflect a should be considered
available for general much higher degree of when reviewing this
illumination of the luxury. section during an
bathroom. Excellent and assessment
efficient natural ventilation Outstanding Overall
and mechanical air high standard of
extraction system should be energy efficient
installed. - lighting in room.
Electrical lighting should be Controllable dimmer
of sufficient wattage lighting. Light saving
- Adequate socket outlets sources in all
indicating voltage should be appropriate places –
provided. especially for shaving,
All fittings and finish should make-up, contact
be of superior quality. lenses, reading, etc. “
27
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Bathroom Not applicable Not applicable Not applicable Should have good quality Same as for Three Star but
Equipment and shower mixers, WC, bidet/ including a chair/ padded
Fittings Arabic shower, hand wash stool next to the hair dryer/
basin hot and cold running socket outlets and in front
water, wall to wall mirror, of a mirror. All equipment
shaver magnifying mirror, and fittings in palatial
spacious bath tub, at least proportion
three towel rails, amenity
tables, hair dryers and
telephone. All should be of
high quality.
Towels and Not applicable Not applicable Not applicable A minimum of two sets of Same as for Four Star but of
Bathrobes high quality towels superior quality and more
comprising of hand, bath, refined finish. The number
face towels and bathrobes and size of bathrobes/
with matching slippers, slippers should match the
changed on a daily basis, or number and size of guests in
at the convenience of the the Suite.
guest should be provided.
Bathroom Not applicable Not applicable A good quality assorted and Same as for Four Star but
Supplies well-stocked toiletry kit luxurious amenity kit, and
should be provided along toiletries should be provided
with soft double ply toilet
paper, paper tissues, sanitary
bin, two water glasses,
bathroom rug, shower caps
and non- slip rug.
HOUSE- All bedrooms cleaned daily, Same as for One Star Bed linen including duvet Same as for Three Star Bed linen including duvet
KEEPING and checked to ensure a covers (even if top sheet covers (even if top sheet
very high standard of provided) changed at least provided) changed at least
cleanliness. Rooms looking every three days and for every two days and for each
clean and smelling fresh. each new guest. new guest.
Particular attention given to
rooms used by smokers.
All walls, ceilings, pipes, Same as for One Star Same as for One Star Same as for One Star Rooms prepared in advance
ledges, equipment and of the guests’ arrival-
fittings, which are beyond possibly including some of
reach from the floor level, the services: bed turned
cleaned on a regular basis. down, bins emptied,
All flat surfaces, equipment curtains drawn, towels
and furniture free from the tidied, room service trays
dust, dirt, grease and marks. removed.
28
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Good practice procedure Same as for One Star Same as for One Star Same as for One Star
followed so that clean
bedding is kept off floors and
in-room crockery and
glassware are hygienically
washed.
HYGIENE AND
SANITATION
29
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Guest The floors and walls should Same as for One Star Same as for One Star but in Same as for Three Star Same as for Three Star
Cloakrooms be of good impervious non- addition, flowers and/ or
slip material. Wall coverings plants should decorate the
should be up to a height of cloakrooms.
not less than 1 ½ meters
from the floor.
- Cloakrooms
should be
conveniently
located to public
areas, properly lit
and ventilated.
- Gender privacy
should be assured
and clearly
indicated.
- All doors should
be fitted with
appropriate locks.
- All toilets should
be clean and
functional.
- The following
should be
provided and
maintained:
Soap dispenser with anti-
bacterial liquid soap,
disposable tissue, electric
hair dryer, a hand wash
basin with hot and cold
running water, toilet paper,
sanitary bin with lid and
liner, mother and child
facilities, coat hangers/
hooks, facilities for the
disabled, individual urinals
with running water and
drainage.
The entrance to the
cloakrooms from adjacent
rooms should have airlocks.
30
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Staff Changing Should be sufficient in Same as for One Star Same as for One Star Same as for One Star Same as for One Star Where the staff
rooms/ Wash relation to the number of resides or sleeps over
Rooms staff, in line with the building on the premises,
code and health regulations, appropriate changing
kept clean and well room facilities should
maintained at all times. be provided.
Sufficient showers, toilets
and individual lockers should
be provided. Gender
separation and privacy
should be observed and
amenities should keep in
standards with those of the
establishment. Facilities for
the disabled/ handicapped
should also be available.
Refuse Storage Facilities should meet the Same as for One Star Same as for One Star Same as for One Star but Same as for Four Star but
and Disposal local health standards and with evidence for with a higher display of
environmental protection professional handling. professionalism.
regulations.
Sewerage Drainage should be Same as for One Star Same as for One Star Same as for One Star Same as for One Star
connected to the sewage
disposal of the town, where
applicable. Where there is
no sewerage system, the
disposal should be in line
with the building code and
health regulations.
Vermin Proofing The premises should be Same as for One Star Same as for One Star Same as for One Star Same as for One Star
fumigated regularly in
accordance with health and
environmental regulations
and properly protected
against rats, insects, snakes
and any other vermin.
Water Supply There should be consistent Same as for One Star Same as for One Star but Same as for Three Star Same as for Three Star
supply of safe water sufficient hot water available
conforming to local and at all times. Bath and
WHO standards. Water from showers should provide a
private sources should be strong and easily adjustable
regularly treated and flow of water.
appropriately certified by
competent authorities.
31
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Water Storage Should be adequate to last Same as for One Star Should be adequate to last Should be adequate to last Should be adequate to last
for at least one day, in case for at least three days, in for at least five days, in case for at least seven days, in
of supply breakdown. case of supply breakdown of supply breakdown case of supply breakdown
SAFETY AND
SECURITY
Fire Protection Adequate and appropriate Same as for One Star but fire Same as for Two Star but Same as for Three Star Same as for Three Star
fire fighting equipment detectors should be with smoke detectors and
should be provided and well installed. sprinklers installed.
maintained, in excellent
condition at all times and in
accordance with local fire
fighting and prevention by-
law:
- Fire alarms should be
installed
- All staff should be familiar
with available fire fighting
equipment and their use
- Fire drill exercises should
be practiced regularly
- Every establishment should
have an in- house core fire
fighting team
- Statutory fire safety notices
should be prominently
displayed in guest room and
public areas
- The lodge must be insured
against fire hazards
Electrical Safety All electrical installations Same as for One Star Same as for One Star but Same as for Three Star Same as for Three Star but
should be well maintained, with high quality material, with higher quality
in accordance with fittings and workmanship materials, fittings and
applicable electrical safety workmanship.
laws
32
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Security There should be adequate Same as for One Star Same as for One Star but Same as for Three Star Same as for Three Star but .
security arrangements with more elaborate rapid with a functional electronic
including (a) a functional response arrangements. surveillance system in place.
alarm system (b) an
adequate, properly trained
and properly equipped
personnel to escort guests to
their rooms where
necessary. Precaution
notices should be
prominently displayed at all
times.
An area of refuge or holding Same as for One Star Same as for One Star Same as for One Star Same as for One Star
area should be provided for
use by guests in case of
emergency evacuation and
egress. Such an area of
refuge must conform to the
requirements of the local
relevant authority and must
be inspected on a regular
basis.
Emergency There should be appropriate Same as for One Star, but Same as for Three Star but Power should be available
Power alternative sources of power should be available power should be available for 24 hours.
power, in case of failure of for at least 14 hours, with Same as for Two Star but for at least 20 hours.
main supply. Power should supply to sensitive areas power should be available
be available for at least 12 maintained at all times. for at least 18 hours.
hours.
Medical A properly equipped First Same as for One Star Same as for One Star but Same as for Three Star but Same as for Four Star
Emergency Aid kit which should include with a Resident Clinical with arrangements for a
anti- snake venom serum Officer and a well furnished doctor on call.
should be available with clinic.
some staff on duty trained in
First Aid techniques and a
resident nurse, with proper
arrangements for rapid
evacuation.
Insurance The establishment should be Same as for One Star Same as for One Star Same as for One Star Same as for One Star
covered by public liability
insurance and other
statutory insurance policies.
GENERAL
FEATURES
33
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Function Room/ At least One multi- purpose Same as for One Star Same as for One star but Same as for One Star but Same as for Four Star but of
Area (Briefing, room of not less than 1.5 sq. with an average size of at with high quality furniture, very high quality audiovisual
Conference, m. per guest with good least 2 sq. m. per guest bed, furnishings and fittings. and internet facilities.
Banquets…) furniture to match the comfortably furnished and
general standard of the well maintained.
establishment.
Parking Adequate parking spaces in Same as for One Star Same as for One Star Same as for One Star but in Same as for Four Star The number of parking
Facilities relation to the number of addition, the surface of the spaces should be in
rooms and in close proximity parking space should be well conformity with local/
of the establishment should paved, marked and secured. national building code.
be provided. Clearly marked Sufficient and marked Covered parking will
parking bays in a secure walkways should be be an added
environment. External designated. advantage.
security lighting (if
appropriate to
environment).
Special parking and access
for the disabled/
handicapped should be
provided.
Shopping There should be at least a Same as for One Star Same as for One Star Same as for One Star Same as for One Star
Facilities small boutique or gift shop,
selling basic travel
requirements and souvenirs.
Priority should be given to
the handcrafts/ souvenirs
produced by the immediate
local community.
Entertainment Some form of entertainment Same as for One Star but Same as for One Star Same as for One Star
and Recreation should be provided. Same as for One Star with properly organized and
scheduled entertainment,
and recreational facilities.
34
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Swimming Pool Where applicable, a Same as for OnStar but the Same as for Two Star but Same as for Three Star but Same as for Four Star.
swimming pool of adequate design, facilities, amenities should not be less than 75 with a pool of not less than
size should be provided and and quality of materials, sq. m. with a separate pool 100 sq. m. and high
well maintained to ensure structures, fixtures and for children. standards of design and
safety of swimmers. The equipment, should be of a finish. The water
pool should have as good standard. temperature should be
minimum: regulated.
- Treatment room,
filtration plant
and clear
markings to
indicate the
depth at different
points.
- Bed and
mattresses
(towels for the
pool area should
be provided on
the spot).
- Separate
changing rooms
for men and
women should be
provided.
- Suitably trained
and equipped
attendants/
lifeguards.
Health Club Optional, but where it exists, Same as for One Star Same as for One Star but Same as for Three Star. Same as for Three Star but
it should be well equipped with steam bath, whirlpool with a wider range of
with a suitably trained and massage parlor luxurious facilities.
instructor. provided.
General Stores Should be adequate Same as for One Star Same as for One Star, but Same as for Three Star Same as for Three Star
providing for separation of better organized, both in
different types of terms of goods segregation,
merchandise/ goods, well layout and management.
ventilated and maintained.
Proper shelving and cabinets
should be available.
Courtesy of Smoking and on smoking Same as for One Star Same as for One Star Same as for One Star Same as for One Star
Choice zones should be identified
and clearly indicated.
Service Station/ Functional Functional Should be provided and fully Same as for Three Star Same as for Three Star
Garage equipped
35
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Driver’s Depending on the location, Same as for One Star Same as for One Star Same as for One Star
Accommodation adequate accommodation
for drivers should be
Same as for One Star
provided with all necessary
amenities and in keeping
with the general standards
of the establishment. The
facilities should be
commensurate with the
standards of the
establishment.
SUNDRY
SERVICES
Luggage/ Lost There should be a room for Same as for One Star Same as for One Star Same as for One Star Same as for One Star
And Found the storage of luggage. All
Room lost and found property
should be appropriately
kept.
Porter Service Porterage may not apply Same as for One Star Member of staff available to Willing and friendly, and Smart, helpful manner of
to all carry bags, though there may reasonably knowledgeable staff readily available. Good
servicedaccommodation, but be some delay. Cheerful, but about most matters, willing knowledge of the
some not necessarily skilled in to find out. May have other establishment facilities and
assistance with luggage dealing with matters outside duties but endeavors to be local area.
expected. lodge environment – happy prompt.
to help where he/she can.
Room Service Should be available on Same as for One Star Same as for One Star but Same as for One Star but Same as for One Star but
request. should be available for 18 should be available for 20 should be available for 24
hours. Order taken in a hours. Order should be hours with high standard of
polite and pleasant manner delivered promptly. If promptness and efficiency.
and delivered in a outsourced, the Orders should be correct
reasonable time. accommodation with no items missing or
establishment provides a wrong and served with
tray, plate and cutlery, for appropriate condiments and
the guest. attractively presented.
Shoe Shine A means of shoe cleaning/ Same as for One Star Same as for One Star Same as for One Star Same as for One Star
shining should be available.
Laundry Washing and ironing of guest Same as for One Star but dry Same as for Two Star Same as for Two Star but Same as for Four Star. There
Services clothes should be provided, cleaning to be arranged, if with washing, dry cleaning, should be a par stock of at
with proper storage facilities not available. ironing and pressing services least Three pairs of sheets
for lodge linen and guest available. for each bed.
clothes.
36
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
HOSPITALITY Guests will be greeted and Same as for One Star Same as for One Star Same as for One Star Same as for One Star
acknowledged in a friendly,
efficient and courteous
manner throughout their
stay.
Services Not essential Service possibly informal, Good guest service, with Very good guest service, Flawless and unobtrusive
often provided by the ample staff to provide a giving guests the impression guest service, giving guests
proprietor and a small team prompt and efficient service of being well cared for by the impression of being very
of staff. without detriment to other trained professional and well cared for by highly
service areas at the same attentive staff trained, professional,
time. proactive and well managed
staff.
All enquiries, requests and Management and staff well Good social skills and Very good social skills and Excellent social skills and
reservations, informed about the anticipation of individual anticipation of individual anticipation of individual
correspondence and establishment and other guests’ needs evident in guests’ needs evident in guests’
complaints from visitors local information. dealings with all guests. All dealings with all guests. needs evident in dealings
dealt with promptly and staff demonstrates a positive with
politely. attitude and a willingness to all guests.
help.
Specific Activity Information, books and
Related Services binoculars for bird and
butterfly watching.
Affordable vehicle hire with
modern vehicles and
experienced drivers.
Masks/Snorkels/ fins for hire
in coastal locations
Storage area for diving gear
Boat pick-up from the beach
for snorkeling, diving or river
safari.
37
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
RESERVATION There should be an easy and Same as for One Star Ability to make a prompt and Ability to make a prompt and Ability to make a prompt
efficient booking service: effective reservation during effective reservation 24- and effective reservation 24-
- Prospective guests should the day and evening. hours a day. hours a day. Every booking
be left confident that their Confirmation provided on confirmed by letter, fax,
booking was recorded request. email or text message.
accurately. As a minimum, Upon check in, all the
name address, and/or elements of the booking are
contact telephone number formulated to the guest in a
recorded at the time of clear concise manner.
booking. Evidence of guest history
- Prospective visitors told program online.
clearly what is included in
the prices quoted for
accommodation, meals and
refreshments, including
service charge, taxes and
other surcharges.
- Other information, which
may impact on the guests’
stay, e.g. smoking policy,
refurbishment works in
progress, planned
functions/events etc.
provided. Where house
policy dictates that certain
facilities need to be pre-
booked, e.g. spa treatments,
dinner etc., these should
also be mentioned at the
time of booking.
- Every endeavor should be
made to advise guests in
advance about the
establishment’s location and
any car parking restrictions.
Visitors advised when they
are booking, and
subsequently in the case of
any change, if the
accommodation offered is in
an unconnected annexe or
has separate external access.
38
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
All bookings handled in a Same as for One Star Same as for One Star Same as for One Star Same as for One Star
friendly and courteous
manner, even when there is
no dedicated reservations
department. Communication
with prospective guests,
whether verbal or written,
should be prompt, efficient,
professional and helpful. A
good first impression is
critical at all levels.
39
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Prices and Prospective visitors must be Same as for One Star Guests should be able to Same as for Three Star The account well explained
Billing told clearly: What is included charge all account services to and well presented, perhaps
in the prices quoted for one main account, and pay in an envelope or folder.
accommodation, meals and on departure.
refreshments, including Guest accounts to be
service charge, taxes and updated on an out-going
other surcharges. All agreed basis to minimize the delay
prices must include service at checkout.
charges, taxes and other
surcharges where applicable.
The price agreed at the time
of booking must not be
exceeded.
Full details of the Lodge
cancellation policy if there is
one must be provided; This
especially includes
information about charging
credit cards for cancellation
or changes to the booking.
Information about deposits if
required, including details of
how the deposit is taken and
whether or not it is
refundable on cancellation.
Clear explanation of charges
for additional services or
available facilities including
cancellation terms.
Information about any
unacceptable types of
payment, e.g. credit cards,
travellers cheques etc. and
full details about any fees
charged for the acceptance
of credit cards.
Provide each guest with
printed or clearly written
details of payment due and a
receipt on request. The VAT
should be clearly identified
and particular attention
should be paid to accuracy.
40
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Guest Existence of a system for Same as for One Star Same as for One Star Same as for One Star Same as for One Star but
Reclamation collecting and processing of with a faster processing of
claims received in the claims and near immediate
establishment. recovery action where
applicable.
HUMAN
RESOURCES
Human There should be a Same as for One Star Same as for One Star Same as for One Star Same as for One Star
Resource policy documented Human
Resource Management
Policy specifying: Terms and
conditions of service,
Schemes of service,
employee reward/ incentive
schemes, in house and
external training programs
Professional General management of the Same as for One Star Same as for One Star but A highly trained and Same as for Four Star but in It is recommended
Qualifications of establishment should be should be under the experienced person, assisted addition should have a that all managers of
Management under a qualified person, supervision of a person by several personal with Human Resources accommodation
Staff certified by appropriate suitably trained and relevant professional Development Manager. establishments be
national/international experienced in lodge qualifications in their members of national
authorities management, assisted by respective fields, should and/ or international
one or more persons with supervise the lodge. professional bodies.
similar training. Continuous Comprehensive in-house
training, including in house training programs should be
programs should be in place.
available.
Departmental Depending on the size and Same as for One Star Same as for One Star but Same as for Three Star but Same as for Four Star It is recommended
Heads organizational structure of each department must be with a duty manager that all heads of
the establishment, there under the supervision of a available at all times. departments from
should be at least one person or persons of Three Star and above
suitably qualified and appropriate training from a be members of
experienced person to assist recognized institution and national and/ or
in the day-to-day operations. experienced, to maintain international
For establishments of 50 very good service for guests professional bodies.
rooms and above, at all times.
appropriately qualified
person should supervise
each department
41
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Professional All operative staff should Same as for One Star but the Same as for Two Star but the Same as for Three Star but Same as for Four Star but Appropriate on-job
Qualifications of possess professional proportion of professionally proportion of professionally the proportion of the proportion of training programs
Operative Staff qualifications and certified staff should be at certified staff should be at professionally certified staff professionally certified staff should be formulated
appropriate experience to least 50%. least 70%. should be at least 80%. should be at least 90%. and maintained.
maintain satisfactory service
for guests at all times. At
least 40% of the staff should
possess certified
qualifications from
recognized institutions.
Languages The Manager should have a Same as for One Star Same as for One Star but the Same as for Three Star but Same as for Four Star
working knowledge of other manager, assistant manager the manager, assistant
internationally recognized and guest contact staff manager and guest contact
languages in addition to should have working staff should be able to speak
English/ French/ German. knowledge of at least One of at least one of the
the widely recognized recognized international
international language in language in addition to
addition to English/ French English/ French aGerman.
and German
Medical Staff should be medically Same as for One Star Same as for One Star Same as for One Star Same as for One Star
Examination examined regularly, in line
with statutory health
regulations
Staff uniforms Uniforms kept in good, clean Same as for One Star with a Same as for Two Star Same as for Four Star but
condition, in conformity with noticeable attempt to be staff impeccably attired in
safety requirements, should smart. Same as for Two Star but highest quality and
be provided. All staff should sleeves, trousers and skirts professional uniforms.
have a nametags indicating of the right length. A general
designation. Staff should be smart, well-groomed
tidily dressed and well appearance. Clothing fresh
groomed with particular and well ironed. Hair clean
attention given to personal and neat. Hands and
hygiene. fingernails clean. Polished
shoes.
Staff Adequate accommodation Same as for One Star Same as for One Star Same as for One Star Same as for One Star
Accommodation with proper sanitary facilities
should be provided to all
staff. The facilities should be
commensurate with the
standards of the
establishment.
42
RETOSA LODGES GRADING STANDARDS
ONE STAR TWO STAR THREE STAR FOUR STAR FIVE STAR REMARKS
Dining and A clean and well-maintained Same as for One Star Same as for One Star but in Same as for Three Star Same as for Three Star
Recreation dining room of adequate size addition indoor and outdoor
Facilities for in relation to the number of entertainment facilities
Staff staff, well ventilated, lit and should be provided
functionally furnished,
including basic recreational
facilities should be provided.
43
RETOSA LODGES GRADING STANDARDS
UNIVERSAL GENERAL Information regarding the Same as for One Star Same as for One Star Same as for One Star Same as for One Star
ACCESSIBILITY accessibility features of
the lodge should be
transmitted through the
different advertising
medium.
At check in, any guest with Same as for One Star Same as for One Star Same as for One Star Same as for One Star
a functional limitation is
highlighted in the system,
so that in the event of an
emergency, special
procedures can be taken
to locate and evacuate
these guests.
Staff should be properly Same as for One Star Same as for One Star Same as for One Star Same as for One Star
briefed and trained on the
handling of handicapped/-
disabled guests.
No complicated patterned Same as for One Star Same as for One Star Same as for One Star Same as for One Star
materials for bedspreads.
Complicated materials on
bedspreads make it
difficult for guests with
functional visual
limitations to determine
where elements of
furniture are located.
UNIVERSAL Not applicable Not applicable In order to provide persons with Same as three star Same as three star Factors to be considered
ACCESSIBILITY disabilities a range of options include room size, cost,
equivalent to those available to amenities provided, and
other persons served by the the number of beds
facility, sleeping rooms and provided
suites required to be accessible
shall be dispersed among the
various classes of sleeping
accommodations available to
patrons of the place of transient
lodging. Factors to be
considered include room size,
cost, amenities provided, and
the number of beds provided
44
RETOSA LODGES GRADING STANDARDS
PARKING + -- 1 parking space for Same as for One Star Same as for One Star Same as for One Star Same as for One Star
ACCESS every 25 spaces
designated as reserved for
individuals with
disabilities. Allocation of
an access aisle that is 96 in
(2440 mm) wide minimum
Accessible parking spaces
serving the lodge shall be
located on the shortest
accessible route of travel
from adjacent parking to
an accessible entrance.
At least one accessible Same as for One Star Same as for One Star Same as for One Star Same as for One Star Nowhere shall the cross
route, width of 915 mm But if an accessible route But if an accessible route has slope of an accessible
except at doors, shall be has changes in level greater changes in level greater than 1/2 route exceed 1:50.
provided from the than 1/2 in (13 mm), then a in (13 mm), then a curb ramp,
accessible parking spaces curb ramp, ramp, elevator, ramp, elevator, or platform lift
or passenger loading zones or platform lift shall be shall be provided.
to an accessible building provided.
entrance. At least one
accessible route shall
connect all facilities and
accessible recreation
spaces on the same site.A
ramp is an accessible route
with a running slope
greater than 1:20. If an
accessible route has
changes in level greater
than 1/2 in (13 mm), then
a curb ramp, ramp,
elevator, or platform lift
shall be provided.
45
RETOSA LODGES GRADING STANDARDS
INTERIOR Interior and exterior stairs Same as for One Star Same as for One Star Same as for One Star Same as for One Star Open risers are not
LAYOUT connecting levels that are permitted
not connected by an
elevator, ramp, or other
accessible means of
vertical access shall have
uniform riser heights and
uniform tread widths. Stair
treads shall be no less than
11 in (280 mm) wide,
measured from riser to
riser. Open risers are not
permitted
Doors: At each accessible Same as for One Star Same as for One Star Same as for One Star Same as for One Star
entrance to a building or
facility, at least one door
shall have a minimum
clear opening of 815 mm
with the door open 90
degrees. Entrances which
are not accessible shall
have directional signage
which indicates the
location of the nearest
accessible entrance.
46
RETOSA LODGES GRADING STANDARDS
GROUND AND Ground and floor surfaces Same as for One Star Same as for One Star Same as for One Star Same as for One Star
FLOOR SURFACES along accessible routes
and in accessible rooms
and spaces including
floors, walks, ramps, stairs,
and curb ramps, shall be
stable, firm, slip-
resistant.If gratings are
located in walking
surfaces, then they shall
have spaces no greater
than 1/2 in (13 mm) wide
in one direction If gratings
have elongated openings,
then they shall be placed
so that the long dimension
is perpendicular to the
dominant direction of
travel
If fixed or built-in seating Same as for One Star Same as for One Star Same as for One Star Same as for One Star
or tables are provided in
accessible common use
areas and restaurant, at
least five percent (5%), but
not less than one, of the
fixed or built-in seating
areas must be accessible.
An accessible route shall
lead to and through such
fixed or built-in seating
areas, or tables. Each such
seat shall be identified by
a sign or marker to notify
patrons of the availability
of such seats.
PASSAGES AND The following dimensions Same as for One Star Same as for One Star Same as for One Star Same as for One Star
COORIDORS for wheel chairs shall be
respected: Passage Width.
The minimum clear width
for single wheelchair
passage shall be 32 in (815
mm) at a point and 36 in
47
RETOSA LODGES GRADING STANDARDS
(915 mm) Width for
Passing. The minimum
width for two wheelchairs
to pass is 60 in (1525 mm).
Turning Space. The space
required for a wheelchair
to make a 180-degree turn
is a clear space of 60 in
(1525 mm) diameter.
Passing Space. If an
accessible route has less
than 60 in (1525 mm) clear
width, then passing spaces
at least 60 in by 60 in
(1525 mm by 1525 mm)
shall be located at
reasonable intervals not to
exceed 200 ft (61 m).
SLEEPING ROOMS Accessible sleeping rooms Same as for One Star Same as for One Star Same as for One Star Same as for One Star
o tents or shall include one
accessible room for every
25 units (below 100 units)
Beyond 100 room or more,
1 accessible room is
required for every 50
units. Accessible rooms in
properties with more than
50 units shall include a
roll- in shower.
In addition to those Same as for One Star Same as for One Star Same as for One Star Same as for One Star
accessible sleeping rooms,
tents and suites there
must be 1 room for every
25 units up to 100 units
An accessible unit, Same as for One Star Same as for One Star Same as for One Star Same as for One Star Where two beds are
sleeping room, tent or provided, this
suite shall be on an requirement can be met
accessible route and have by providing a 36 in (915
the following accessible mm) wide maneuvering
elements and spaces. space located between
- Rooms shall have a 36 in the two beds.
(915 mm) clear width An accessible route is not
48
RETOSA LODGES GRADING STANDARDS
maneuvering space intended to require an
located along both sides of elevator in multi-story
a bed, except. units as long as the
- An accessible route shall spaces identified are on
connect all accessible accessible levels and the
spaces and elements, accessible sleeping area
including telephones, is suitable for dual
within the sleeping room. occupancy.
- Doors and doorways
designed to allow passage
into and within all sleeping
rooms, suites or other
units. The following spaces
shall be accessible and
shall be on an accessible
route: -
the living area -
at least one sleeping area.
- patios, terraces, or
balconies.
- at least one full
bathroom (i.e., one with a
toilet a lavatory and a
bathtub or shower).
If fixed or built-in storage Same as for One Star Same as for One Star Same as for One Star Same as for One Star
facilities such as cabinets,
shelves, closets, and
drawers are provided in
accessible spaces, at least
one of each type provided
shall contain accessible
storage space.
49
RETOSA LODGES GRADING STANDARDS
Auxiliary visual alarms shall be Same as three star Same as three star Notification devices shall
provided. Visual notification not be connected to
devices shall also be provided in auxiliary visual alarm
units to alert room occupants of signal appliances.
incoming telephone calls and a
door knock or bell. Permanently
installed telephones shall have
volume controls; an accessible
electrical outlet within 4 ft
(1220 mm) of a telephone
connection shall be provided to
facilitate the use of a text
telephone.
KITCHENS, When provided as Same as for One Star Same as for One Star Same as for One Star Same as for One Star
KITCHENETTESOR accessory kitchens,
WET BARS kitchenettes, wet bars, or
similar amenities shall be
accessible. Clear floor
space for a front or
parallel approach to
cabinets, counters, sinks,
and appliances shall be
provided. Countertops and
sinks shall be mounted at
a maximum height of 34 in
(865 mm) above the floor.
At least fifty percent of
shelf space in cabinets or
refrigerator/freezers shall
be within the reach range
and space shall be
designed to allow for the
operation of cabinet
and/or appliance doors so
that all cabinets and
appliances are accessible
and usable.
BATHROOMS Accessible toilets shall Same as for One Star Same as for One Star Same as for One Star Same as for One Star- Urinals Toilet paper dispensers
AND TOILETS comply with the following: shall be stall-type or wall-hung that control delivery, or
The height of shall be 17 in with an elongated rim at a that do not permit
to 19 in (430 mm to 485 maximum of 17 in (430 mm) continuous paper flow,
mm), measured to the top above the finish floor. shall not be used
of the toilet seat. Seats - A clear floor space 30 in by 48
shall not be sprung to in (760 mm by 1220 mm) shall be
return to a lifted position. provided in front of urinals to
50
RETOSA LODGES GRADING STANDARDS
- Grab bars for water allow forward approach. This
closets not located in stalls clear space shall adjoin or
and behind the water overlap an accessible route.
closet shall be 36 in (915 Urinal shields that do not extend
mm) minimum. beyond the front edge of the
- Flush controls shall be urinal rim may be provided with
hand operated or 29 in (735 mm) clearance
automatic and shall be between them.
mounted on the wide side
of toilet areas no more Flush controls shall be hand
than 44 in (1120 mm) operated or automatic, and shall
above the floor. be mounted no more than 44 in
- Toilet paper dispensers (1120 mm) above the finish
shall be within reach.. floor.
- Clear Floor Space. Clear
floor space for water
closets not in stalls shall be
accessible except that the
centerline of water closets
shall be 12 in minimum to
18 in maximum (305 mm
to 457 mm). - Mirrors shall
be mounted with the
bottom edge of the
reflecting surface no
higher than 40 in (1015
mm) above the finish
floor.
Bathtubs. An in-tub seat Same as for One Star Same as for One Star Same as for One Star Same as for One Star If provided, enclosures
or a seat at the head end for bathtubs shall not
of the tub shall be obstruct controls or
provided. The structural transfer from
strength of seats and their wheelchairs onto
attachments shall be bathtub seats or into
adequate. Seats shall be tubs. Enclosures on
mounted securely and bathtubs shall not have
shall not slip during use. tracks mounted on their
Grab bars shall be rims.
provided as well
appropriate faucets and
other controls.
Shower Unit. A shower Same as for One Star Same as for One Star Same as for One Star Same as for One Star
51
RETOSA LODGES GRADING STANDARDS
spray unit with a hose at
least 60 in (1525 mm) long
that can be used both as a
fixed shower head and as
a hand-held shower shall
be provided
The shower stall shall be Same as for One Star Same as for One Star Same as for One Star Same as for One Star Shower Enclosures. If
36 in by 36 in (915 mm by provided, enclosures for
915 mm) and will fit into shower stalls shall not
the space required for a obstruct controls or
bathtub. -A obstruct transfer from
seat shall be provided in wheelchairs onto shower
shower stalls 36 in by 36 in seats.
(915 mm by 915 mm). The
seat shall be mounted 17
in to 19 in (430 mm to 485
mm) from the bathroom
floor and shall extend the
full depth of the stall.
- In a 36 in by 36 in (915
mm by 915 mm) shower
stall, the seat shall be on
the wall opposite the
controls. Where a fixed
seat is provided in a 30 in
by 60 in minimum (760
mm by 1525 mm) shower
stall, it shall be a folding
type and shall be mounted
on the wall adjacent to the
controls. - Grab
bars shall be provided.
Faucets and other controls
shall be appropriately
located. In shower stalls
are 36 in by 36 in (915 mm
by 915 mm), all controls,
faucets, and the shower
unit shall be mounted on
the side wall opposite the
seat.
CLOSETS AND Storage. Fixed storage Same as for One Star Same as for One Star Same as for One Star Same as for One Star
52
RETOSA LODGES GRADING STANDARDS
STORAGE facilities such as cabinets,
shelves, closets, and
drawers required to be
accessible shall have a
clear floor space at least
30 in by 48 in (760 mm by
1220 mm) that allows
either a forward or parallel
approach by a person
using a wheelchair shall be
provided at accessible
storage facilities. -
Clothes rods or shelves
shall be a maximum of 54
in (1370 mm) above the
finish floor for a side
approach. Where the
distance from the
wheelchair to the clothes
rod or shelf exceeds 10 in
(255 mm) (as in closets
without accessible doors)
the height and depth to
the rod or shelf.
Hardware. Hardware for Same as for One Star Same as for One Star Same as for One Star Same as for One Star
accessible room storage
facilities should include
touch latches and U-
shaped pulls are
acceptable.
- The diameter or width of
the gripping surfaces of a
handrail or grab bar shall
be 1-1/4 in to 1-1/2 in (32
mm to 38 mm), or the
shape shall provide an
equivalent gripping
surface.
- Handrails or grab bars
are mounted adjacent to a
wall. The space between
the wall and the grab bar
shall be 1-1/2 in (38 mm).
Handrails may be located
in a recess if the recess is a
maximum of 3 in (75 mm)
53
RETOSA LODGES GRADING STANDARDS
deep and extends at least
18 in (455 mm) above the
top of the rail. A handrail
or grab bar and any wall or
other surface adjacent to
it shall be free of any sharp
or abrasive elements.
Edges shall have a
minimum radius of 1/8 in
(3.2 mm).
Signs are required to be Same as for One Star Same as for One Star Same as for One Star Same as for One Star
accessible and readable.
Letters and numbers on
signs shall have a width-to-
height ratio between 3:5
and 1:1 and a stroke-
width-to-height ratio
between 1:5 and 1:10.
Characters and numbers
on signs shall be sized
according to the viewing
distance from which they
are to be read. The
minimum height is
measured using an upper
case X. Lower case
characters are permitted. -
- The characters and
background of signs shall
be eggshell, matte, or
other non-glare finish.
Characters and symbols
shall contrast with their
background -- either light
characters on a dark
background or dark
characters on a light
background.
54
RETOSA LODGES GRADING STANDARDS
RESTAURANT and For restaurants and Same as for 0ne star . Same as for 0ne star Same as for a three star Same as for a three star In new construction, and
CAFETERIA cafeterias with fixed tables where practicable in
at least 5 percent, but not alterations, accessible
less than one, of the fixed fixed tables (or counters)
tables shall be accessible. shall be distributed
In establishments where throughout the space.
separate areas are
designated for smoking
and non-smoking patrons,
the required number of
accessible fixed tables (or
counters) shall be
proportionally distributed
between the smoking and
non-smoking areas
All accessible fixed tables Same as for a one star Same as for a one star Same as for a one star Same as for a one star
shall be accessible by
means of an access aisle at
least 36 in (915 mm) clear
between parallel edges of
tables or between a wall
and the table edges.
RESPONSIBLE General The facility complies with Same as for One Star Same as for One Star Same as for One Star Same as for One Star
TOURISM all national and regional
environmental, health and
safety related legislation
and regulationsand with
local zoning and protected
or heritage area
requirements
The facility has a written Same as for One Star Same as for One Star Same as for One Star Same as for One Star
Code of Practice and
Environmental Policy
The facility has a written
and approved (if
necessary)EIS
Environmental Impact
Statement
The Lodge can provide a Same as for One Star The Lodge can provide a Same as for a three star The Lodge can provide a
functional 3-year business professional (e.g. prepared by a professional (e.g. prepared by a
plan and marketing plan. business planner) and functional business planner) and functional
5-year business plan, and 5-year business plan and detailed
55
RETOSA LODGES GRADING STANDARDS
marketing strategy market analysis and marketing
strategy and training plan.
EMS The facility has Same as for One Star The facility is implementing a Same as for a Three Star The facility is implementing a
implemented a modest comprehensive environmental professional comprehensive 5-
environmental management system that yearenvironmental management
management system that reflects the scale and location of system that reflects the scale
reflects the scale and the building and considers and location of the lodge and
location of the building environmental, sociocultural, considers environmental,
and considers quality, health, and safety issues sociocultural, quality, health, and
environmental, safety issues
sociocultural, quality,
health, and safety issues
Management personnel Same as for One Star All management and senior staff Same as for a Three Star All management and all full-time
attend1 annual training attend2 annual training session staff attend3 annual training
session regarding their regarding their role in the session regarding their role in
role in the management of management of environmental, the management of
environmental, sociocultural, health, and safety environmental, sociocultural,
sociocultural, health, and practices health, and safety practices
safety practices
All marketing and Same as for One Star Same as for One Star Same as one star Same as for one Star
promotional materials are
accurate and reflect the
true visitor experience.
CUSTOMER Customer satisfaction is Same as for One Star Customer satisfaction is Same as for a Three Star Customer satisfaction is
SATISFACTION measured through the use measured through the use of measured through the use of
of questionnaires and follow-up electronic follow-up electronic
regular surveys. Corrective questionnaires immediately questionnaires immediately after
action taken where after all guests departure and all guests’ departure and weekly
appropriate regular surveys. Corrective on-site surveys. Corrective action
action taken is documented. taken is documented.
COMMUNITY Information and Same as for One Star Information and interpretation Same as for a Three Star Information and interpretation
interpretation pamphlets pamphlets and videos aboutthe pamphlets, videos and staff
aboutthe local community, local community, natural presentations aboutthe local
natural features, features, surroundings, local community, natural features,
surroundings, local culture, and heritage is provided surroundings, local culture, and
culture, and heritage are to guests. Explanation of heritage is provided to guests.
provided to guests. appropriate behavior while the Guided tours are available.
Explanation of community is provided. Explanation of appropriate
appropriate behavior behavior while the community is
while inthe community is provided.
provided.
The lodge actively The lodge actively supports at The lodge actively supports at The lodge actively supports The lodge actively supports at
supports at least 1 least 2 community least 4 community development at least 6 community least 8 localcommunity
community development development initiative initiative including, among development initiative development initiative including,
initiative including, among including, among others, others, education, HIV including, among others, among others, student
others, education, HIV education, HIV awareness, awareness, sports and education, HIV awareness, sponsorship, education, HIV
56
RETOSA LODGES GRADING STANDARDS
awareness, health, and health, and literacy. recreation health, and literacy. health, and literacy. awareness, health, and literacy.
literacy.
The business makes an in- Same as for One Star The business contributes 6% of The business contributes The business contributes 8% of
kind contributes to the revenues to the protection of 7% of revenues to the revenues to the protection of
protection of local local historical, archeological, protection of local local historical, archeological,
historical, archeological, culturally, and spiritually historical, archeological, culturally, and spiritually
culturally, and spiritually important sites. culturally, and spiritually important sites.
important sites. important sites.
At least 50% of full time Same as for One Star At least 60% of full time At least 70% of full time At least 80% of full time
employees, 80% of part- employees, 80% of part-time employees, 80% of part- employees, 90% of part-time
time employees, and 30% employees, and 30% of time employees, and 50% employees, and 50% of
of management are from management are from local of management are from management are from local
local communities i.e. communities i.e. within 100KM. local communities i.e. communities i.e. within 200KM
within 100KM Two annual management within 200KM. Two annual Four annual management
training programs are offered management training training programs are offered
annually to improve local staff programs are offered annually to improve local staff
access to senior positions in the annually to improve local access to senior positions in the
all departments of the lodge staff access to senior all departments of the lodge.
positions in the all
departments of the lodge
The lodge has a gender The lodge has a gender The lodge has a gender equity The lodge has a gender Same as for four star
equity policy including at equity policy including at policy including at least 2 equity policy including at
least 1 management least 2 management management positions if least 30% of the
position if applicable. positions if applicable. There applicable. There is a written management positions.
There is no use of child is a written policy against policy against child labour or Management training is
labour or exploitation of child labour or exploitation of exploitation of adolescents. available. There is a written
adolescents. adolescents. policy against child labour
or exploitation of
adolescents.
National legislation and Same as for One Star National legislation and legal Same as for a Three Star National legislation and legal
legal protection of protection of employees is protection of employees is
employees is respected, respected, and employees are respected, and employees are
and employees are paid a paid a living wage that exceeds paid a living wage that exceeds
living (or at least the minimum wage by 5%. the minimum wage by 8%.
minimum) wage.
The lodgecan demonstrate Same as for One Star Same as the one star as well as Same as the as well as Same as the four star
basic fair trade creating employment highly progressive working
employment practices opportunities for the environment and education
including capacity building, disadvantaged and providing benefits for all employees
transparency and health care benefits for all.
accountability generation
equity and family
orientation
COMMUNITY The lodge activities do not Same as for One Star Same as for One Star Same as for One Star Same as for One Star
AND REGIONAL have a negative impact on
SUPPORT local basic services, such
57
RETOSA LODGES GRADING STANDARDS
as water, energy,
transportation or
sanitation.
The lodge uses arts and Same as for One Star Same as one star but the Lodge Same as one star but the Same as one star but the Lodge
craft local art, traditional provides at least 1 locations for Lodge provides at least 2 provides at least 2 locations for
architectural features the promotion and sales local locations for the promotion the promotion and sales local
cultural heritage in its arts and craft, an area for and sales local arts and arts and craft, an area for
operations, design, craftspeople to demonstrate craft, an area for craftspeople to demonstrate
decoration, food, or shops; their skills and a location for craftspeople to their skills and a location for
while respecting the performance of local music demonstrate their skills and performance of local music
intellectual property rights a location for performance
of local communities. of local music
The lodge can The lodge can demonstrate The lodge can demonstrate The lodge can demonstrate
demonstrate membership The lodge can demonstrate membership and active membership and active membership and active
and active participation in membership and active participation in at least 2 local participation in at least 2 participation in at least 2 local
at least 1 local and 1 participation in at least 2 and 2 national tourism and 1 local and 2 national and 1 and 2 national, 1 regional and 2
national tourism local and 1 national tourism regional responsible regional or international international responsible tourism
associations. associations. associations. responsible tourism associations.
associations.
The Lodge can identify at Same as for One Star The Lodge can identify at least 3 Same as for a Three Star The Lodge can identify at least 5
least 1 staff person is staff persons that is responsible staff person is responsible and
responsible and available and available to assist the available to assist the community
to assist the community community with their technical with their technical or
with their technical or or infrastructure problems or infrastructure problems or
infrastructure problems or concerns concerns
concerns
ARCHITECTURE The facility has been well Same as for One Star Same as one star and at Same as one star and at least
integrated into the least 40% of the outside 60% of the outside surface area
surrounding urban surface area of the tourism of the tourism facility is shaded
environment through the facility is shaded using local using local tree and represents a
use of local or native tree varieties and mix of material that enhances
vegetation and landforms represents a mix of material the biodiversity of the site.
including the screening of that enhances the
parking lots and/or biodiversity of the site.
maintenance areas. All
planted vegetation on the
site is from the region, is
drought resistant and
represents a mix of
material that enhances the
biodiversity of the site. At
least 20% of the outside
surface area of the tourism
facility is shaded using
local tree varieties
The facility reflects the Same as for One Star The facility is an excellent Same as for three star Same as for three star
58
RETOSA LODGES GRADING STANDARDS
local architectural representation of a local
vernacular including architectural vernacular
building materials, colours including traditional building
(earth tones) and scale of materials, colours (earth tones)
development that fits into and scale of development that
the natural surrounding fits into the urbanscape
landscape
At least 30% of the Same as for One Star At least 50% of the building Same as for a Three Star At least 70% of the building
building materials and 40% materials and 50% of furniture materials and 80% of furniture
of furniture emit no, or emit no, or very low levels of emit no, or very low levels of
very low levels of VOC’s VOC’s and can demonstrated VOC’s and can demonstrated
and can demonstrated that 30% of the materials are that 40% of the materials are
that 20% of the materials durable (long-life), low durable (long-life), low
are durable (long-life), low maintenance maintenance
maintenance
ENERGY Not applicable Not applicable The Lodge can provide a basic Same as for a Three Star The Lodge can provide a
CONSERVATION Energy Conservation and professional EMC and
Monitoring Plan including Monitoring Plan including energy
energy management systems management systems, real time
including real time metering, metering and sub metering for
high efficiency appliances and establishing load profiles
solar energy systems throughout the facilities, high
efficiency appliances and solar
energy systems
At least 10% of the energy At least 20% of the energy At least 40% of the energy At least 50% of the energy At least 60% of the energy
requirement for the requirement for the facility requirement for the facility requirement for the facility requirement for the facility
facility should be should be generated by Solar should be generated by Solar should be generated by should be generated by Solar
generated by Solar Panels Panels and Photovoltaics Panels and Photovoltaics and/or Solar Panels and Panels and Photovoltaics and/or
and Photovoltaics and/or and/or Wind Turbine Wind Turbine Photovoltaics and/or Wind Wind Turbine
Wind Turbine Turbine
Not applicable At least 20% of all the At least 30% of all the At least 75% of all the At least 80% of all the appliances
appliances in the facility are appliances in the facility are to appliances in the facility are in the facility are to be ‘energy-
to be ‘energy-rated’ (e.g. be ‘energy-rated’ (e.g. Energy to be ‘energy-rated’ (e.g. rated’ (e.g. Energy Star) for low
Energy Star) for low energy Star) for low energy Energy Star) for low energy energy consumption including
consumption including high consumption including high consumption including high high consumption appliances
consumption appliances and consumption appliances and at consumption appliances and 100% of the lighting is by
at least 20% of the lighting is least 30% of the lighting is by and at least 50% of the low consumption fixtures (CFL’s
by low consumption fixtures low consumption fixtures (CFL’s lighting is by low or LED’s). All of the hot water
(CFL’s or LED’s) or LED’s). All of the hot water consumption fixtures (CFL’s pipes insulated
pipes insulated or LED’s). all of the hot
water pipes insulated
Sub-metering is installed in at Sub-metering is installed in at Sub-metering is installed in Sub-metering is installed in all of
leastarea of the lodge least 2 of the departments in at least 3 the departments the departments in the facility
the facility in the facility
A ‘visitor energy-use Same as for One Star A ‘visitor energy-use awareness Same as for a Three Star A ‘visitor energy-use awareness
awareness program’ is program’ is implemented and program’ is implemented and
59
RETOSA LODGES GRADING STANDARDS
implemented and includes includes individual methods to includes individual methods to
individual methods to conserve energy and a conserve energy, description of
conserve energy. description of renewable energy renewable energy sources and a
sources monthly energy conservation day
WATER The Lodge can present a Same as for One Star The Lodge can present a Same as for a Three Star The Lodge can present a a basic
CONSERVATION basic Water Conservation professional Water Water Conservation Plan that
Plan that specifies water Conservation Plan that specifies specifies water conservation
conservation planning water conservation planning planning goals and targets a
goals and targets a goals and targets a description description of a Water System
description of a Water of a Water System Profile, a Profile, a description of all Water
System Profile, a description of all Water Conservation Measures, and a
description of all Water Conservation Measures, and a reuse and recycling plan includes
Conservation Measures, reuse and recycling plan as well all the above requirements as
and a reuse and recycling as: a demand forecast by well as: a demand forecast by
plan. department (kitchen, department (kitchen,
accommodation, maintenance) accommodation, maintenance),
a description of all Water
Conservation Measures, an
analysis of benefits and costs to
operator and the
implementation ‘Water
Monitoring
Water flow restrictors Water flow restrictors reduce The Lodge recycles at least 50% The Lodge recycles at least The Lodge recycles at least 90%
reduce flow to 10L/min in flow to 10L/min in 90% of the of its grey water, at least 50% of 80% of its grey water, at of its grey water. 100% of the
60% of the taps and taps and showerheads in the the irrigation is by the drip least80% of the irrigation is irrigation is by the drip method
showerheads in the facility facility method and water flow by the drip method and and water flow restrictors reduce
restrictors reduce flow to water flow restrictors flow to 10L/min in 100% of the
10L/min in 90% of the taps and reduce flow to 10L/min in taps and showerheads in the
showerheads in the facility 100% of the taps and facility
showerheads in the facility
The lodge can Same as for One Star The Lodge can demonstrate that Same as for a Three Star Same as for a Three Star
demonstrate that it it conducts a leakage
conducts a leakage assessment every month and
assessment every 3-month has a reporting method in place.
and has a reporting. Electronic water consumption
Overall water meters in all departments and
consumption is recorded guestroom clusters record
on a monthly basis weekly the amount of water
method in place. being used.
WASTE The Lodge can produce a Same as for One Star The Lodge can produce a Same as for three star and Same as for four star
MANAGEMENT general Waste comprehensive 5-year Waste refillable (soap and
Management Plan that Management Plan that shampoo) dispensers are
demonstrates going demonstrates going beyond used in all guestrooms, only
beyond compliance with compliance with all government refillable/recyclable
all government regulation regulation by actively reducing containers are used in the
by actively reducing packaging, composting, using kitchen and there is no
packaging, composting, refillable amenity dispensers, single packaging
60
RETOSA LODGES GRADING STANDARDS
using refillable amenity donating surplus/used items to
dispensers, donating local communities.
surplus/used items to local
communities.
At least 80% (by volume) Same as for One Star All biodegradable waste is Same as for a Three Star Same as for a Three Star
kitchen waste is composted and used on the
composted and used on landscaping.
the landscaping.
Paper, glass, hard plastics, Same as for One Star
metals and cooking and
motor oil are separated,
properly stored until taken
to the nearest recycling
centre.
Guests are informed about Same as for One Star Guests are informed about the Same as for a Three Star Guests are informed about the
the Lodge’s recycling Lodge’s recycling policy and Lodge’s recycling policy and
policy and activities activities, there are in-room activities, there are in-room
separation and recycle boxes separation and recycle boxes and
and guests guests are actively encouraged
to bring a minimum amount of
goods to the property
All cleaners and pesticides Same as for One Star All cleaners and pesticides are Same as for a Three Star Same as for a Three Star
are certified certified biodegradable and all
biodegradable and ½ are are prepared on site
prepared on site
A towel and linen reuse Same as for One Star Same as for One Star Same as for One Star Same as for One Star
program and staff receive
instruction on the
implementation of the
program
Not applicable The lodge provide a Same as for two star Same as for two star Same as for two star
professional Operational
Manual based on EMS for all
departments including
requirements and roles and
responsibilities, resources for
implementing the plan, and
monitoring and evaluating
the results
All fuel must be stored Same as for One Star Same as for One Star Same as for One Star Same as for One Star
safely and within a
contained area. Use oil is
to be recycled.
PURCHASING The Lodge can provide a Same as for One Star and has The Lodge can provide a Same as for a Three Star Same as for a Three Star and had
basic Purchasing Plan that 2 signed purchase agreement professional Purchasing and and has 6signed purchase 8 signed purchase agreement
demonstrates how the with a local suppliers for the Consumption Plan that agreement with a local with a local suppliers for the
61
RETOSA LODGES GRADING STANDARDS
facility chooses products purchase of goods and/or demonstrates all of the one star suppliers for the purchase purchase of goods and/or
with longer life span, services criteria as well as how the of goods and/or services services
products that can be facility purchases materials with
recycled and/or reused, low energy use during product
buys in bulk, buys design and manufacture, and
concentrates and reduces attempt to changes guest
packaging. 1 signed purchasing, consumption and
purchase agreement with waste producing habits by a
a local suppliers for the direct a awareness program and
purchase of goods and/or has 4 signed purchase
services agreement with a local suppliers
for the purchase of goods
and/or services
The lodge can The lodge can demonstrate The lodge can demonstrate that Same as for a Three Star The lodge can demonstrate that
demonstrate that 30% (by that 40% (by volume) of the 50% (by volume) of the 60% (by volume) of the materials
volume) of the materials materials brought to the materials brought to the facility brought to the facility are bulk
brought to the facility are facility are bulk purchased are bulk purchased and 40% are purchased and 50% are from
bulk purchased and 20% and 30% are from recycled from recycled materials recycled materials
are from recycled materials
materials
The Lodge can Same as for One Star The Lodge can demonstrate that Same as for a Three Star The Lodge can demonstrate that
demonstrate that at least at least 50% of the service at least 80% of the service
30% of the service companies (e.g. accountants, companies (e.g. accountants,
companies (e.g. engineering firm, tour operator) engineering firm, tour operator)
accountants, engineering have an environmental policy have an environmental policy
firm, tour operator) have and can demonstrate and can demonstrate
an environmental policy environmental responsibility environmental responsibility
and can demonstrate
environmental
responsibility
Not applicable Not applicable The Lodge can provide a Same as for a Three Star The Lodge can provide a
comprehensive ‘Suppliers comprehensive ‘Suppliers
Compliance Manual’ that Compliance Manual’ that
demonstrates communication demonstrates communication
between the facility and all between the facility and all
suppliers including providing suppliers including providing
environmental responsible environmental responsible
product information, new product information, new
product specifications and product specifications and
written agreements with 40% of written agreements with 60% of
its suppliers its suppliers
At least 20% of all foods At least 30% of all foods and At least 40% of all foods and Same as for a Three Star At least 50% of all foods and
and beverages served at beverages served at the beverages served at the facility beverages served at the facility
the facility are certified facility are certified organic are certified organic or known are certified organic or known to
organic or known to be or known to be organic (i.e. to be organic (i.e. grown locally be organic (i.e. grown locally
organic (i.e. grown locally grown locally with no with no pesticides) and at least with no pesticides) and at least
with no pesticides) and at pesticides) and at least 20% 30% of all foods and beverages 30% of all foods and beverages
62
RETOSA LODGES GRADING STANDARDS
least 10% of all foods and of all foods and beverages served at the facility are grown served at the facility are grown
beverages served at the served at the facility are locally, i.e. within 100KM locally, i.e. within 200KM
facility are grown locally, grown locally, i.e. within
i.e. within 100KM 100KM
AMBIENCE AND At least 60% of the rooms At least 60% of the rooms At least 80% of the rooms and At least 80% of the rooms At least 90% of the rooms and all
QUALITY and all guest areas are and all guest areas are non- all guest areas are non-smoking and all guest areas are non- guest areas are non-smoking and
non-smoking and include smoking and include live and include live plants and at smoking and include live include live plants and at least
live plants and at least plants and at least 30% of the least 40% of the rooms are plants and at least 50% of 90% of the rooms are allergen-
20% of the rooms are rooms are allergen-free allergen-free the rooms are allergen-free free
allergen-free
The lodge can Same as for One Star The lodge can demonstrate that Same as for a Three Star The lodge can demonstrate that
demonstrate that at least at least 60% of all noise from at least 90% of all noise from
40% of all noise from onsite (i.e. generator) or off site onsite or off site (i.e. roadways)
onsite (i.e. generator) or (i.e. roadways) is muffled to 5 is muffled to 5 decibels
off site (i.e. roadways) is decibels
muffled to 5 decibels
The lodge can The lodge can demonstrate The lodge can demonstrate that The lodge can demonstrate The lodge can demonstrate that
demonstrate that the that the facility is plastic and the facility is plastic and that the facility is plastic the facility is plastic and
facility is plastic and Styrofoam free in 50% of the Styrofoam free in 60% of the and Styrofoam free in 60% Styrofoam free in 90% of the
Styrofoam free in 40% of purchases and that at least purchases and that at least 70% of the purchases and that at purchases and that at least 70%
the purchases and that at 50% of all furniture is free of of all furniture is free of or has least 70% of all furniture is of all furniture is free of or has
least 30% of all furniture is or has certified low levels of certified low levels of VOC’s free of or has certified low certified low levels of VOC’s
free of or has certified low VOC’s levels of VOC’s
levels of VOC’s
MANAGEMENT The Lodge can Same as for One Star The Lodge can demonstrate that Same as for a Three Star The Lodge can demonstrate that
AND TRAINING demonstrate that 50% of 60% of the employees and 100% 100% of the employees and
the employees and all of management participate in a 100% of management participate
management participate in professional biannual in a basic quarterly
a basic annual environmental management environmental management
environmental training program training program
management training
program
A staff member of is Same as for One Star A ‘Green Team’ is formed and Same as for a Three Star The ‘Green Team’ and Champion
selected to prepare (with has a designated ‘Champion’ can demonstrate response to
management) an who devotes 1 day/week on clear environmental objectives,
Environmental Policy environmental issues both activities and timelines both
within and outside the facility within and outside the facility
The Lodge can provide a Same as for One Star The lodge can provide a Same as for a Three Star The lodge can provide a
EMS Manual that professional EMS Manual that professional EMS Manual
demonstrates how demonstrates how employees demonstrates how employees
employees can take can take practical action that can take practical action that are
practical action in energy, are the same as a one star as the same as a one star as well as
CO2 reduction and water well as site management, and site management, dealing with
conservation and waste assisting local communities on contractors and suppliers and
and effluent management environmental issues assisting local communities on
environmental issues
63
RETOSA LODGES GRADING STANDARDS
COMMUNITY The Lodge can provide a Same as for One Star The Lodge has a 2-year The Lodge has a 5-year The Lodge has a 5-year
RELATIONS basic Community Relations Community Relations Initiative Community Relations Community Relations Initiative
Plan demonstrate at least Plan or equivalent and has Initiative Plan or equivalent Plan or equivalent and has
one significant organized a public relations and has organized a public organized a public relations
community-oriented representative and at least 2 relations committee and at committee, sponsors at least 6
initiative each year community-oriented initiative least 3 community-oriented community-oriented initiative
each year initiative each year each year and a monitoring
program
The Lodge can The Lodge can demonstrate The Lodge can demonstrate an The Lodge can demonstrate The Lodge can demonstrate an
demonstrate an ongoing, an ongoing, multi-year ongoing, multi-year an ongoing, multi-year ongoing, multi-year commitment
multi-year commitment to commitment to at least 2 non commitment to at least 3 non commitment to at least 4 to at least 5 non environmental
at least 1 non environmental project (e.g. environmental project (e.g. HIV non environmental project project (e.g. HIV awareness,
environmental project HIV awareness, literacy) awareness, literacy) (e.g. HIV awareness, literacy)
(e.g. HIV awareness, literacy)
literacy)
VISITOR CODE OF The Lodge can The Lodge can demonstrate a The Lodge can demonstrate a Same as for a Three Star The Lodge can demonstrate a
CONDUCT demonstrate a basic basic Visitor Code of Conduct comprehensive Visitor Code of basic Visitor Code of Conduct
Visitor Code of Conduct that has been prepared in Conduct that includes those that includes the previous
that has been prepared in collaboration with the local criteria in the 1-star as well as criteria as well as how the
collaboration with the community (within 50 supports the protection of community can benefit through
local community (within KM)stakeholders and seeks natural or cultural resources the purchase of community
50 KM) stakeholders and to minimize negative impacts through direct financial and products and locally operated
seeks to minimize negative on local populations and volunteer contribution of the tours and excursions.
impacts on local protects natural and heritage staff.
populations and protects sites
heritage sites
The Lodge will promote at Same as for One Star The Lodge will promote at least Same as for a Three Star The Lodge will promote at least
least 1, 1/2–day tour and 3, 1-day tour 3, 1/2–day tours 4, 1-day tour 6, 1/2–day tour and
1 full day tour operated by operated by the local a 2-day tour operated by the
the local community community and using only local local community and using only
guides local guides
The Lodge will promote Same as for One Star The Lodge will promote and The Lodge will promote and The Lodge will promote and
and provide (in provide (in cooperation with the provide (in cooperation provide (in cooperation with the
cooperation with the community organization or with the community community organization or NGO)
community organization or NGO) access to at least 3 organization or NGO) access access to at least 8 community
NGO) access to at least 2 community projects to at least 5 community projects, if available
community project projects
AUDITS Lodge can demonstrate an Same as for One Star The Lodge can demonstrate an Same as for a Three Star Same as for 3-star as well as
annual water and energy annual water, energy, waste provide an annual Environmental
monitoring plan or audit management and employee Impact Assessment Report
awareness monitoring plan or
audit
The Lodge has a basic Same as for One Star The Lodge has a comprehensive Same as for a Three Star Same as for a Three Star
EERP (Environmental EERP that identifies the role and
Emergency Response Plan) responsibilities of management
that includes the roles of (e.g. Director of Operations),
64
RETOSA LODGES GRADING STANDARDS
municipal emergency includes the roles of municipal
services and deals with emergency services and deals
fire, crime and utility with fire, crime and utility
failure failure, severe weather, water
disruption and contamination
and rapid response to food
borne outbreaks and all other
emergences
MARKETING The Lodge can Same as for One Star The Lodge can demonstrate Same as for a Three Star The Lodge can demonstrate
demonstrate through its through its marketing plan that through its marketing plan that it
marketing plan that it it specifically targets southern specifically targets southern
marketsdirectly to Africa’s preferred international Africa’s preferred international
environmentally- segments including wildlife and regional segments including
responsible or ‘green enthusiasts, birdwatchers, wildlife enthusiasts,
markets’ amateur photographers etc. birdwatchers, amateur
photographers etc.
The Lodge will dedicate Same as for One Star The Lodge eliminate most print The Lodge eliminate most The Lodge eliminate most print
20% of its marketing material will dedicate 60% of its print material will dedicate material will dedicate 80% of its
budget to low impact, marketing budget to low impact 70% of its marketing budget marketing budget to low impact
paperless e-marketing paperless, e-marketing to low impact paperless, e- paperless, e-marketing
mechanisms. All marketing mechanisms and website marketing mechanisms and mechanisms and website
and promotional materials promotions website promotions promotions
are accurate and reflect
the true visitor
experience..
The Lodge will provide a Same as for One Star The Lodge will provide a carbon The Lodge will provide a The Lodge will provide a carbon
carbon emission off-set emission off-set option to all carbon emission off-set off-set option to all clients,
option to all clients clients and purchase credits for option to all clients and purchase credits for all FAM and
through a recognized 70% of Lodge travel through a purchase credits for 90% media tours and ensure that all
international program recognized international Lodge travel through a travel to trade shows are carbon
program recognized international neutral
program
65
