AAA's New Diamond Rating Guidelines Emphasize Technology

smart phones
Photo by istock/Jacob Ammentorp Lund

AAA has updated its hotel Approval Requirements & Diamond Rating Guidelines, the criteria inspectors use to evaluate more than 27,000 AAA Inspected & Approved hotels throughout the United States, Canada, Mexico and the Caribbean. The new guidelines, developed with input from AAA inspectors, members and industry professionals, reflect the importance of connective technologies that allow guests and lodging operators to interact on an increasingly personalized basis.

Ratings previously given for the traditional business center have been replaced by a score for connective technology, which reflects the hotel’s overall capability to connect with its guests. This includes not only the availability of free Wi-Fi and USB ports, but also robust mobile apps, interactive kiosks, mobile key technology and the availability of digital messaging services at high-end properties.

“AAA members put a high value on the availability and use of convenient, leading-edge technology at hotels. They expect properties to have up-to-date devices and free internet access, but also for the hotel to connect with them via technology,” said Michael Petrone, director, AAA Inspections & Diamond Ratings, in a written statement. “Thanks to the proliferation and rapidly increasing sophistication of hotel mobile apps, guests today can do a lot right from their smartphones and tablets.”

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AAA’s inspectors now also review a hotel’s technological capabilities, particularly guest request systems, as part of the anonymous overnight service evaluation conducted at Five Diamond properties. Inspectors use the hotel’s digital systems during their stay, and evaluate responsiveness, communication, presentation and follow-up.

Additional changes to the Diamond Rating guidelines reflect the proliferation of open-concept lobby designs with increased focus on gathering spaces and social seating arrangements; the popularity of shower-only bathrooms; the use of modern materials, especially for flooring; and the trickling down of high-end details—such as plush bedding, large, flatscreen televisions and sleek bathroom lighting—from upscale properties to the midscale and budget categories.

For more information, northeast.aaa.com.

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