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STANDARDS REVISIONS OVERVIEW 2017


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Forbes Travel Guide’s Service and Facility standards are evaluated annually to ensure they

remain relevant and reflective of the needs of today’s discerning international traveler.

Furthermore, we annually review our Star-Rating benchmarks and policies to ensure these

too are in alignment with the data points and service trends we aggregate via our rigorous

global inspection process.

This past year, Forbes Travel Guide continued to work with its newest members of the

Standards Advisory Committee (SAC), which has provided invaluable guidance over the past

several months. Our SAC continues to support our efforts to raise global service standards

in our industry through transparent and inclusive business practices.

We are now very pleased to provide you with the following overview of our key updates for

the 2017 evaluation year.

We welcome any questions you may have.

Amanda Frasier

Senior Vice President, Ratings

[email protected]

FORBES TRAVEL GUIDE

2017 Standards Revisions Overview


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2017 STANDARDS REVISIONS OVERVIEW

CONFIDENTIAL

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2017 FORBES TRAVEL GUIDE STANDARDS

Updates Overview

Total Standards Count 2017 2016

Hotel

Restaurant

526 544

143 147

Spa 202 199

TOTAL NUMBER OF STANDARDS 871 890

Reassignment of Dedicated Sections for Business and PBX Services

• Dedicated evaluation sections for both of these areas have been removed and reassigned.

• PBX Service standards for wake-up call will appear in Public Areas.

• Business Service will be evaluated as part of an in-person Guest Services interaction.

• Both services are situational based on guest and/or hotel type and will not always be evaluated.

Weighted Standards

• Hotel evaluation standards remain unweighted.

• Standards within Restaurant and Spa evaluations have always been weighted, though these were

not identified.

• Effective January 1, 2017, Forbes Travel Guide will identify the weighted standards within the

Restaurant and Spa evaluations.

Algorithm

Effective for the 2017 Standards Year (2018 Awards Year), the Service/Facility algorithm will be

modified.

2017 Standards Year 2016 Standards Year

75% Service 25% Facililty 70% Service 30% Facility




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Hotel Updates

New Standards

GUEST ROOM

Standard: Upon arrival, the room has an extremely fresh, comfortable atmosphere.

Classification: Guest Comfort & Convenience

BAR/LOUNGE SERVICE

Standard: Staff can capably answer questions about the entire hotel or obtains effective and

prompt assistance.

Classification: Technical Execution, Skill & Knowledge

IN ROOM DINING

Standard: If digital ordering technology is available, the process is intuitive and convenient.


POOL/BEACH SERVICE

Standard: All ordered items are accurately served and the bill is correct.

Classification: Technical Execution, Skill & Knowledge

Standard: All ordered items are fresh, flavorful and properly prepared.

Classification: Food & Beverage Quality

Standard: The service is handled without excessive delays or interruptions.

Classification: Efficiency

Retired Standards

FITNESS FACILITY

Standard: Current reading materials that appeal to a variety of interests are available, in excellent

condition and neatly arranged.





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Revised Hotel Standards

2017 Standard 2016 Standard

HOUSEKEEPING DAILY SERVICE

Small appliances provided by the hotel have their cords (i.e. hairdryer, iron, etc.) neatly coiled and appliances are tidily arranged in the vicinity of where they were originally found on arrival.

Small appliances provided by the hotel have their cords (i.e. hairdryer, iron, etc.) neatly coiled and appliances are placed as originally found.

Depleted complimentary room amenities are replenished, such as notepads, pens and laundry kits.

Depleted complimentary amenities, such as laundry and shoe shining valet kits, are replenished.

All window treatments are opened, if appropriate, have a symmetrical appearance and are uniform day-to-day.

• All window treatments are opened, if appropriate, have a symmetrical appearance and are uniform day-to-day.

• Sheer curtains are opened, if appropriate, and are uniform day-to-day.

GUEST ROOM

If provided, the minibar program is notable in execution and variety of items stocked.

If provided, the minibar program is notable in execution and/or variety of items stocked.

HOTEL DINING

The guest is greeted within one minute at restaurant entry, escorted to table and provided with chair assistance.

The guest is greeted immediately at restaurant entry, escorted to table and provided with chair assistance.

When applicable, the pace of the meal is consistent; the guest does not have to wait or wonder when the next step of service will occur.

For lunch and dinner, the pace of the meal is consistent; the guest does not have to wait or wonder when the next step of service will occur.

BAR/LOUNGE SERVICE

Beverage menu is automatically provided and includes an exceptional and interesting variety of top-quality liquors and beers. Wines are also listed.

Beverage menu is provided and includes an exceptional and interesting variety of top-quality liquors and beers. Wines are also listed.

The menu includes an exceptional specialty offering. Some exceptional variety of an item is offered.

IN-ROOM DINING

A flower or other centerpiece item is provided.Table is decorated with flower or other centerpiece item.

Removal of soiled dishes occurs within 10 minutes at a hotel and 15 minutes at a resort, or within five minutes of the pre-arranged time.

Removal of soiled dishes occurs within 10 minutes at a hotel and 15 minutes at a resort.




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New Standards

DINNER SERVICE

Standard: If applicable, charge errors called to the attention of the staff are quickly and discreetly

rectified with words of apology.


Retired Standards

RESERVATION SERVICE

Standard: Property provides the ability to make a reservation over the telephone.


Standard: Staff is highly articulate and avoids slang and excessive use of phrase-fragments.

Classification: Courtesy & Manners

Standard: Staff is polite and maintains a gracious tone and appropriate pace throughout the

interaction.

Classification: Courtesy & Manners

Standard: The guest’s name is used naturally as a signal of recognition.

Classification: Graciousness, Thoughtfulness & Sense of Personalized Service

HOST SERVICE

Standard: Staff maintains alert posture and behaves professionally in view of the guest.

Classification: Staff Appearance


Restaurant Updates




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Revised Restaurant Standards


HOST SERVICE

The guest is greeted immediately at restaurant entry.

Staff acknowledges the guest when appropriate and reasonably possible.

DINNER SERVICE

• All food and beverage menus are elegant and distinctive.

• All food and beverage menus are in excellent condition.

All menus are elegant and distinctive, and in excellent condition.

The menu offers an interesting interpretation of the restaurant’s theme.

• Menu features items that are clearly consistent with the theme/focus of the restaurant.

• The meal provides an interesting culinary experience (Food Quality).

The wine list is thoughtfully compiled. Wines listed are all available. Reserve bins are treated equally and listed together among all wines (Guest Comfort & Convenience).

The wine list is elegantly and distinctively put together and in excellent condition; wines listed are all available. Reserve bins are treated equally and listed together among all wines (Cleanliness & Condition).

Clearing of the table before the dessert course will be especially thorough, with all food and condiment tableware removed and the table thoroughly crumbed or equivalent.

Clearing of the table before the dessert course will be especially thorough, with all food and condiment tableware removed and the table thoroughly crumbed.

FOOD QUALITY

All bread accompaniments are distinctive. Butter is tempered.

If butter is served, it is tempered and distinctive.

Bread is offered when appropriate to cuisine, is automatically explained and is exceptional in quality and presentation.

Bread is offered when appropriate to cuisine, is automatically explained and distinctively presented.




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Spa Updates

New Standards

RECEPTION SERVICES

Standard: The spa visit includes notable experiential elements.

Classification: Elements of Luxury

BODY TREATMENT – MASSAGE, WRAP, SCRUB AND FACIAL TREATMENT

Standard: The treatment table setup is extremely luxurious.

Classification: Elements of Luxury

NAIL TREATMENT

Standard: Seating is extremely comfortable.


PUBLIC AREAS/LOCKER ROOMS

Standard: All public areas have an extremely fresh, comfortable atmosphere at all times during the

spa visit.


Retired Standards: None




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Revised Spa Standards


RESERVATION SERVICE

Spa offers an excellent variety of services within its menu, including a selection of treatments that appeal to both genders.

Spa offers an excellent variety of services within its menu, including a selection of massages, facials and treatments for gentlemen.

ALL TREATMENT SECTIONS

Before beginning, therapist describes the treatment, if appropriate, and inquires about any medical concerns and/or special requirements.

Before beginning, therapist describes the treatment and inquires about any special requirements or medical concerns.

Elements of the treatment combine to produce an overall distinctive experience.

Did the staff, treatments, products and surroundings combine to produce a strong sense of relaxation?

PUBLIC AREAS/LOCKER ROOMS

The locker rooms and grooming areas are extremely clean and in excellent condition. Untidy conditions are regularly tended to.

• Locker rooms are attentively maintained; no untidy conditions remain for more than 20 minutes.

• The locker rooms and grooming areas are extremely clean and in excellent condition.

Separate male and female steam and sauna or equivalent facilities are available and in working order.

Separate high quality male and female steam and sauna or equivalent facilities are available and in working order.

Disposable razors and shaving cream, sanitized hairbrushes and combs, face moisturizer, contact lens solution and cases and an electric curling and/or flat iron can be readily provided without delay.

Disposable razors and shaving cream for men, sanitized combs, talc or foot powder, contact lens solution and cases and an electric curling and/or flat iron can be readily provided without delay.

The furnishings in the relaxation area are exceptionally plush and inviting as well as comfortable.

The furnishings in the relaxation area are plush and inviting as well as comfortable.




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Star-Rating Award - Entry Benchmarks2017 INSPECTION YEAR - 2018 AWARDS YEAR

FIVE STAR FOUR STAR RECOMMENDED

HOTEL 90% 80% 70%

RESTAURANT 92% 82% 75%

SPA 92% 82% N/A

The award entry benchmark is the MINIMUM required score to achieve the applicable Star-Rating for

the first time in the 2017 inspection year for the 2018 awards.

The Award Entry Benchmarks remain unchanged.




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Star-Rating - Maintenance Score2017 INSPECTION YEAR - 2018 AWARDS YEAR

The maintenance score dictates the MINIMUM required score that must be achieved to maintain an

existing Star-Rating in the 2017 inspection year for the 2018 awards year.

FIVE STAR2017

FOUR STAR2017

RECOMMENDED2017

HOTEL 87% 77% 67%

RESTAURANT 87% 77% 70%

SPA 87% 77% N/A

AWARD CATEGORY

INSPECTION YEAR




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Maintenance & Warning Notification Policy Update

• All properties under an active 2-year warning notification are required to make every effort to achieve

the minimum scores listed in the above table.

• Properties whose 2016 composite score fell below the required maintenance score* for their current

award category will be issued an official warning notification.

• In Year 1 of their warning notification period, properties are required to achieve a target composite

score as defined in the above table.

• In Year 1 of their warning notification period, properties who fail to meet their target score will be

permitted to move into Year 2 of their warning period WITHOUT AN ADJUSTMENT TO THEIR

RATING, though the Year 2 score becomes a MANDATORY requirement.

• In Year 2 of their warning notification period, properties are required to achieve a MANDATORY

composite score as defined in the table above to avoid an adjustment to their rating.

*maintenance scores are outlined on page 11

Warning Notification Composite Score Requirement Table

FIVE STAR1ST YEAR OFWARNING

TARGET SCORE

FIVE STAR2ND YEAR OF

WARNINGMANDATORY

SCORE

FOUR STAR1ST YEAR OFWARNING

TARGET SCORE

FOUR STAR2ND YEAR OF

WARNINGMANDATORY

SCORE

RECOMMENDED

1ST YEAR OFWARNING

TARGET SCORE

RECOMMENDED

2ND YEAR OFWARNING

MANDATORY SCORE

HOTEL 87% 90% 77% 80% 67% 70%

RESTAURANT 87% 92% 77% 82% 70% 75%

SPA 87% 92% 77% 82% N/A N/A

AWARD CATEGORY

INSPECTION YEAR

FORBES TRAVEL GUIDE2017 Spa Standards

All Sections - All Classifications

www.forbestravelguide.com

INTRODUCTION

Thank you for participating in the Forbes Travel Guide Global Partnership.

We are delighted to present you with the Forbes Travel Guide 2017

Spa Standards. Our standards are evaluated annually to ensure they remain

relevant and reflective of the needs of today’s discerning traveler.

As you read through the criteria, please note that the philosophy and

application of each standard is applied with the average guest’s experience

in mind. The interpretation of the standards is rigid; however, our

inspectors are trained to understand cultural nuances, and to come to

highly approachable conclusions when observing certain interactions and

situations. Our inspection team is meticulously trained to articulate their

experiences through diligent reporting, and to capture the spirit of the staff

and the personality of the property.

2017 Spa Standards | All Sections - All Classifications

This report contains confidential and proprietary information of Forbes Travel Guide. Unauthorized use prohibited.© THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED

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CONTACT

Amanda Frasier

Senior Vice President, Ratings

[email protected]

404.477.2182



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CLASSIFICATIONS

Each Forbes Travel Guide standard reflects one of eight categories known as a Classification. The following Classifications are represented within 2017 standards for spas:

AmbianceThese standards address sensory factors that combine to create a pleasant and calming environment

Cleanliness & ConditionThese standards address hygiene and maintenance

Courtesy & MannersThese standards address basic good manners and social skills

Elements of LuxuryThese standards reflect detailed attention to the level of sumptuous comfort, choices and convenience provided

Graciousness, Thoughtfulness & Sense of Personalized ServiceThese standards address the sense of individualized attention, care, concern and the ability to anticipate guest needs intuitively

Guest Comfort & ConvenienceThese standards impact a guest's physical comfort and ease as well as reduce anxiety and embarrassment

Staff AppearanceThese standards address the staff's personal appearance and posture

Technical Execution, Skill & KnowledgeThese standards relate to staff's technical training, competence and expertise



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2017 Spa Standards by SectionReservation Service

STANDARD TAG CLASSIFICATION ANSWER

Telephone conversation is calm and clear Service Courtesy & Manners Y N N/A

The guest is always asked permission before being placed on hold Service Courtesy & Manners Y N N/A

No telephone hold longer than 30 seconds without offering a call-back Service Courtesy & Manners Y N N/A

Staff is highly articulate and avoids slang and excessive use of phrase-fragments Service Courtesy & Manners Y N N/A

Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction Service Courtesy & Manners Y N N/A

Staff effectively offers choices within any given treatment category when applicable Service

Graciousness, Thoughtfulness & Sense of Personalized Service

Y N N/A

Staff can knowledgeably, clearly and unpretentiously describe treatments and their benefits so that the guest knows exactly what to expect

Service Technical Execution, Skill & Knowledge Y N N/A

Staff listens carefully and exhibits an interest in the guest's spa experience Service


Y N N/A

Staff leads the conversation and is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

ServiceGraciousness, Thoughtfulness & Sense of Personalized Service

Y N N/A

Appointments are efficiently booked, with staff guiding the guest to the most logical and convenient sequence of multiple treatments

Service Guest Comfort & Convenience Y N N/A

Dependent on region, the guest is always offered choice of therapist gender for massage and body treatments or advised of gender if choice is not available


When booking spa and salon services in the same appointment, the guest can do so without being transferred to the salon


If requested treatment(s) are not available at desired times, thoughtful alternatives are offered Service


Y N N/A



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The guest's name is used naturally as a signal of recognition Service


Y N N/A

Staff briefly describes facilities available in the spa and invites guest to arrive early to relax/use other facilities Service


Y N N/A

The reservationist provides adequate information to fully enjoy the spa experience Service


Y N N/A

Staff conveys enthusiasm Service Courtesy & Manners Y N N/A

Staff clearly explains cancellation policies and any penalty Service Technical Execution, Skill & Knowledge Y N N/A

Details of the booking are repeated for confirmation Service Technical Execution, Skill & Knowledge Y N N/A

Confirmation is received prior to visit Service Technical Execution, Skill & Knowledge Y N N/A

Confirmation is personalized, professional and accurate; it accurately reflects the style and image of the spa Service


Y N N/A

Staff specifically thanks the guest and makes a further polite remark Service Courtesy & Manners Y N N/A

Booking services are handled without excessive delays or interruptions Service Guest Comfort & Convenience Y N N/A

If an online spa booking system is available, it is easy to navigate and complete a reservation Service Guest Comfort & Convenience Y N N/A

Spa menu is current and consistent, accurately reflects the image and atmosphere of the spa and lists available treatments with descriptions; prices, if included, are accurate

Service Ambiance Y N N/A

Spa offers an excellent variety of services within its menu, including a selection of treatments that appeal to both genders

Service Elements of Luxury Y N N/A



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2017 Spa Standards by SectionReception Services


Staff acknowledges the guest when appropriate and reasonably possible Service Courtesy & Manners Y N N/A

Staff is highly articulate and avoids slang and excessive use of phrase-fragments Service Courtesy & Manners Y N N/A

Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction Service Courtesy & Manners Y N N/A

Staff readily smiles and maintains an engaging expression Service Courtesy & Manners Y N N/A

Staff makes eye contact and keeps focus on the guest Service Courtesy & Manners Y N N/A

Staff inquires about the guest's satisfaction and exhibits a genuine sense of interest and concern for the guest Service


Y N N/A

Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful Service


Y N N/A

Staff performs the requirements of their department knowledgeably and proficiently Service Technical Execution, Skill &

Knowledge Y N N/A

Reception staff reconfirms the treatments booked and offers at least a partial escort to locker rooms, relaxation lounges or a full escort if going directly to a spa suite


Y N N/A

All details of the spa reservation are completely accurate in execution Service Technical Execution, Skill &

Knowledge Y N N/A

The guest does not have to wonder or ask where to go to change, wait for therapists, go between treatments Service Guest Comfort &

Convenience Y N N/A

A helpful, unrushed orientation and tour of the spa and locker room is automatically provided for first-time guests Service


Y N N/A

If treatments are provided in a spa suite, an unrushed but brief orientation to the suite's amenities and explanation of inactive treatment time is shared with the guest upon arrival to the spa suite


Y N N/A

The guest's name is used naturally as a signal of recognition ServiceGraciousness, Thoughtfulness & Sense of Personalized Service

Y N N/A



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Spa attire is appropriately sized Service Guest Comfort & Convenience Y N N/A

When settling the folio, staff specifically thanks the guest and makes a further polite remark Service


Y N N/A

Bills are always easy to read and presented for review in a convenient and refined manner Service Guest Comfort &

Convenience Y N N/A

Bills are accurate Service Technical Execution, Skill & Knowledge Y N N/A

At no time during the spa visit is there any overt gratuity solicitation or aggressive product pushing Service Courtesy & Manners Y N N/A

All staff encountered are wearing professional, clean and well-fitted uniforms Service Staff Appearance Y N N/A

All staff encountered are extremely well-groomed Service Staff Appearance Y N N/A

Staff maintains alert posture and behaves professionally in view of the guest Service Staff Appearance Y N N/A

The service is handled without excessive delays or interruptions Service


Y N N/A

The guest receives a strong sense of personalized service from the reception staff Service


Y N N/A

The guest receives the impression the staff was happy to see them, appreciative of their visit and would welcome them back next time


Y N N/A

The spa visit includes notable experiential elements Service Elements of Luxury Y N N/A



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2017 Spa Standards by SectionBody Treatment - Massage, Wrap, Scrub


Therapist proactively approaches the guest, introduces themselves by name and offers a professional handshake or similar gracious gesture

Service Courtesy & Manners Y N N/A

The guest is called for their treatment in a discreet and personalized manner Service


Y N N/A

Therapist is highly articulate and avoids slang and excessive use of phrase-fragments Service Courtesy & Manners Y N N/A

Therapist is polite and maintains a gracious tone and appropriate pace throughout the interaction Service Courtesy & Manners Y N N/A

Therapist readily smiles and maintains an engaging expression Service Courtesy & Manners Y N N/A

Therapist makes eye contact and keeps focus on the guest Service Courtesy & Manners Y N N/A

If the guest is wearing jewelry into the treatment room, they are asked to remove it; staff presents a specific vessel to hold it and reminds the guest of jewelry at end of treatment


Before beginning, therapist describes the treatment, if appropriate, and inquires about any medical concerns and/or special requirements


Therapist executes the treatment with complete regard for information offered by the guest in regard to preferences and areas of concern


Y N N/A

Therapist exhibits a genuine sense of concern for the guest's comfort Service Guest Comfort & Convenience Y N N/A

When advised of any sort of guest discomfort or concern with the treatment, therapist sincerely apologizes and takes reasonable, corrective action


Therapist demonstrates complete respect for guest privacy with discreet draping techniques Service Guest Comfort & Convenience Y N N/A

If therapist leaves room at outset or conclusion, therapist discreetly knocks before re-entering Service Guest Comfort & Convenience Y N N/A



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Therapist stays in the room throughout the treatment, except at the outset and conclusion Service


Y N N/A

During the treatment, therapist appears to be genuinely expert, moving seamlessly through the treatment as described and expected


Therapist provides adequate information to guide guest through the treatment while still allowing for a completely relaxing and restful experience


Therapist does not initiate excessive conversation or make unprofessional comments Service Guest Comfort & Convenience Y N N/A

Therapist can accurately and knowledgeably answer reasonable guest questions without offering "medical" advice


Any information offered by therapist is relevant and appropriately shared Service Technical Execution, Skill &

Knowledge Y N N/A

The treatment is executed with high regard for the guest's safety and well-being; the guest experiences no ill-effects from products if allergies/conditions have been made known


After treatment is executed, the products and application produce the promised effects as reasonably applicable Service Technical Execution, Skill &

Knowledge Y N N/A

Therapist is aware of other treatments the guest has booked during the same spa visit to ensure a sense of continuity


Y N N/A



Y N N/A

Therapist closes interactions with polite, appropriate remarks Service Courtesy & Manners Y N N/A

Therapist escorts the guest to/from lounges, waiting areas or reception area if using a spa suite Service


Y N N/A

Treatment begins and ends on schedule, within five minutes of expected or booked time Service Guest Comfort & Convenience Y N N/A



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Therapist automatically offers/provides a beverage; it is served at an appropriate time Service Guest Comfort & Convenience Y N N/A

Therapists encountered are wearing professional, clean and well-fitted uniforms Service Staff Appearance Y N N/A

Therapists encountered are extremely well-groomed Service Staff Appearance Y N N/A

Treatment room is conveniently designed and immaculate in appearance Facility Cleanliness & Condition Y N N/A

The treatment table setup is extremely luxurious Facility Elements of Luxury Y N N/A

All furnishings, equipment and implements are immaculate, hygienic and neatly organized/arranged Facility Cleanliness & Condition Y N N/A

At all times during the treatment, ambiance is relaxed, quiet, private and comfortable Service Ambiance Y N N/A

Therapist can control environmental comfort factors such as temperature and music inside the treatment room Service Guest Comfort & Convenience Y N N/A

The interior design style of the treatment room is high quality and in keeping with the design style of the spa's public spaces

Facility Elements of Luxury Y N N/A

Products used during specialty treatments are presented in a personalized manner and in unique/decorative vessels Service Elements of Luxury Y N N/A

Elements of the treatment combine to produce an overall distinctive experience Service Elements of Luxury Y N N/A



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2017 Spa Standards by SectionFacial Treatment






Y N N/A











Y N N/A




Therapist demonstrates complete respect for guest privacy with discreet draping techniques Service Guest Comfort & Convenience Y N N/A

If therapist leaves room at outset or conclusion, therapist discreetly knocks before re-entering Service Guest Comfort & Convenience Y N N/A



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Therapist stays in the room throughout the treatment, except at the outset and conclusion Service


Y N N/A

During the treatment, therapist appears to be genuinely expert, moving seamlessly through the treatment as described and expected


Therapist provides adequate information to guide guest through the treatment while still allowing for a completely relaxing and restful experience






Knowledge Y N N/A

During facials, massage techniques are luxuriously provided, particularly during periods where esthetician is otherwise unoccupied




After treatment is executed, the products and application produce the promised effects as reasonably applicable Service Technical Execution, Skill &

Knowledge Y N N/A



Y N N/A



Y N N/A




Y N N/A



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Treatment room is conveniently designed and immaculate in appearance Facility Cleanliness & Condition Y N N/A

The treatment table setup is extremely luxurious Facility Elements of Luxury Y N N/A


At all times during the treatment, ambiance is relaxed, quiet, private and comfortable Service Ambiance Y N N/A

Therapist can control environmental comfort factors such as temperature and music inside the treatment room Service Guest Comfort & Convenience Y N N/A

The interior design style of the treatment room is high quality and in keeping with the design style of the spa's public spaces


Products used during facials are high quality Facility Elements of Luxury Y N N/A




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2017 Spa Standards by SectionNail Treatment






Y N N/A











Y N N/A




If appropriate, therapist demonstrates complete respect for guest's privacy by using discreet draping techniques Service Guest Comfort & Convenience Y N N/A

During treatment, the therapist appears to be genuinely expert, moving seamlessly through the treatment as described and expected




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Therapist provides adequate information to guide the guest through the treatment while still allowing for a completely relaxing and restful experience






Knowledge Y N N/A

Therapist is appropriately present throughout the treatment and does not leave for a significant amount of time without explanation


Y N N/A





Y N N/A



Y N N/A




Y N N/A







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Treatment room/salon is conveniently designed and immaculate in appearance Facility Cleanliness & Condition Y N N/A

Seating is extremely comfortable Facility Guest Comfort & Convenience Y N N/A


When inside a private treatment room, ambiance is relaxed, quiet, private and comfortable Service Ambiance Y N N/A

Therapist can control environmental comfort factors such as temperature and music when inside a private treatment room


The interior design style of the salon is high quality and in keeping with the design style of the spa's public spaces Facility Elements of Luxury Y N N/A

Lotions, masks and scrubs used during the treatment are presented in a personalized manner and in unique/decorative vessels


Products used during the treatment are high quality Facility Elements of Luxury Y N N/A

Following the treatment, nails appear professionally groomed Service Technical Execution, Skill &

Knowledge Y N N/A




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2017 Spa Standards by SectionPublic Areas / Locker Rooms


When approaching and/or entering the spa, there is a strong sense of arrival in terms of design and/or notable elements Facility Elements of Luxury Y N N/A

All public areas have an extremely fresh, comfortable atmosphere at all times during the spa visit Facility Guest Comfort &

Convenience Y N N/A

There is always a strong sense of calm throughout all public areas of the spa Facility Ambiance Y N N/A

The public spaces at the spa are generously spacious and thoughtfully laid out Facility Guest Comfort &

Convenience Y N N/A

Co-ed relaxation lounges and/or waiting areas are available Facility Guest Comfort & Convenience Y N N/A

Separate men's and women's relaxation lounges and/or waiting areas are available Facility Guest Comfort &

Convenience Y N N/A

Staff within the locker room comport themselves professionally, with discretion and complete respect for the guest's space and privacy


Y N N/A

Staff within the locker room are exceptionally polite when speaking with the guest Service Courtesy & Manners Y N N/A

Staff does not decline any request without offering appropriate alternatives Service


Y N N/A

The locker rooms and grooming areas are extremely clean and in excellent condition. Untidy conditions are regularly tended to

Facility Cleanliness & Condition Y N N/A

Hot water, strong pressure and no vacillating water temperatures are present in showers Facility Guest Comfort &

Convenience Y N N/A

Separate male and female steam and sauna or equivalent facilities are available and in working order Facility Guest Comfort &

Convenience Y N N/A

Showers are extremely clean and hygienic in appearance and in excellent condition Facility Cleanliness & Condition Y N N/A

Communal wet facilities are extremely clean and hygienic in appearance and in excellent condition Facility Cleanliness & Condition Y N N/A



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Amenities are always plentifully stocked and conveniently and attractively displayed in showers and dressing areas Facility Guest Comfort &

Convenience Y N N/A

Spa amenities (i.e. shampoo, conditioner, lotion, etc.) are exceptionally luxurious in quality Facility Elements of Luxury Y N N/A

Liquid soap, shampoo and conditioner are available in all showers; body lotion, deodorant, swabs, powerful hairdryers and hair products are available in dressing areas. Shower caps are also available in women's dressing areas

Facility Guest Comfort & Convenience Y N N/A

Disposable razors and shaving cream, sanitized hairbrushes and combs, face moisturizer, contact lens solution and cases and an electric curling and/or flat iron can be readily provided without delay


Plentiful and appropriately sized towels are neatly arranged in convenient locations Facility Guest Comfort &

Convenience Y N N/A

Robes and sandals/slippers are provided and neatly arranged Facility Guest Comfort & Convenience Y N N/A

Towels and robes are extremely soft and plush and sandals/slippers are comfortable. All items are in excellent condition Facility Cleanliness & Condition Y N N/A

Towels are disposed of discreetly Facility Cleanliness & Condition Y N N/A

Lockers are immaculate and in excellent condition Facility Cleanliness & Condition Y N N/A

Lockers are conveniently sized and equipped with at least one high quality multi-functioning hanger Facility Guest Comfort &

Convenience Y N N/A

Water is readily available, without need for guest request, in all public areas of the spa Facility Guest Comfort &

Convenience Y N N/A

A refreshment in addition to water is available in the lounge area Facility Guest Comfort &

Convenience Y N N/A

A variety of exceptional refreshments is provided Facility Elements of Luxury Y N N/A

Food and beverages are distinctively presented in exceptionally high quality serviceware Facility Elements of Luxury Y N N/A

A variety of current and high quality reading materials are displayed in public spaces and spa suites, are in excellent condition and neat in presentation

Facility Guest Comfort & Convenience Y N N/A



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If provided, personal technology in the spa's public spaces enhances the pre- and post-service experience Facility Guest Comfort &

Convenience Y N N/A

The furnishings in the relaxation area are exceptionally plush and inviting as well as comfortable Facility Elements of Luxury Y N N/A

The furnishings in the relaxation areas/waiting areas are clean and in excellent condition Facility Cleanliness & Condition Y N N/A

The overall appearance of the spa reception area is clean, orderly and well-maintained Facility Cleanliness & Condition Y N N/A

The use of sound, light, scent and other visual elements combine to create a unique sense of place Facility Ambiance Y N N/A

The architectural and interior design style of the spa is notable in quality, interest or execution. There are no signs of remodeling done in cycles


If available, the exterior design style of the spa is notable in quality, interest or execution and complements both the location and interior design of the spa


The staff uniforms are exceptional in design and style, but always of visibly good quality Facility Elements of Luxury Y N N/A

The relaxation and wet facilities stand out in terms of design and/or technology Facility Elements of Luxury Y N N/A



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STANDARDS REVISIONS OVERVIEW - Amazon Web …s.origin.forbestravelguide.com.s3.amazonaws.com/img/2017_Forbes... · • Hotel evaluation standards remain unweighted. ... Disposable