Holiday Inn Express Brand Standards Manual

Transcription

HOLIDAY INN EXPRESS® HOTELS
This Holiday Inn Express® Standards Manual is effective January 10, 2013. All prior standards
contained in this Manual remain in effect, as revised herein. All standards contained herein are
in force on this date unless otherwise stated herein.
©1992 - 2013 InterContinental Hotels Group. All rights reserved. Most hotels are independently
owned and/or operated. Information contained herein is proprietary and confidential. This
Manual may not be copied or distributed without the consent of IHG and may not be disclosed
out of the IHG System.
DO NOT REMOVE THIS PAGE
TABLE OF CONTENTS
SUMMARY OF CHANGES (2012-2013) ....................................................................................... 1
PART I: BRAND STANDARDS ................................................................ 5
I.
COMPLYING WITH STANDARDS ............................................................................................... 7
Overview & Definitions ................................................................................................................... 7
Applicable Brands & Regions ........................................................................................................ 7
Waivers .......................................................................................................................................... 7
Official Hotel Name ........................................................................................................................ 8
Inspection Fee................................................................................................................................ 8
Termination of License Agreement ................................................................................................ 8
Prohibited Facilities and Services .................................................................................................. 9
General Service Requirements ...................................................................................................... 9
For Assistance ............................................................................................................................... 9
II.
ONBOARDTM NEW HOTEL OPENING PROGRAM ................................................................... 11
Process ........................................................................................................................................ 11
III.
GENERAL REQUIREMENTS ..................................................................................................... 13
Owner/Operator Disclosure ......................................................................................................... 13
Improper Material & Activity ......................................................................................................... 13
Awards ......................................................................................................................................... 13
Email Communications ................................................................................................................ 14
100% Smoke-Free Hotels ............................................................................................................ 16
IV.
“EXPERIENCE” HALLMARKS .................................................................................................. 19
“EXPERIENCE” PRODUCT HALLMARKS STANDARDS .......................................................... 19
“EXPERIENCE” PRODUCT HALLMARK: Curb Appeal .............................................................. 20
“EXPERIENCE” PRODUCT HALLMARK: SENSORY ................................................................ 23
“EXPERIENCE” PRODUCT HALLMARK: Arrival and Welcome ................................................. 24
“EXPERIENCE” PRODUCT HALLMARK: Guestroom ................................................................ 27
“EXPERIENCE” PRODUCT HALLMARK: Bath ........................................................................... 27
V.
BRAND HALLMARKS ................................................................................................................ 29
BRAND HALLMARK: Express Start® Breakfast Bar .................................................................... 29
Bedding Collection ....................................................................................................................... 33
Linen Laundering ......................................................................................................................... 44
BRAND HALLMARK: In-Room Smart RoastTM Coffee ................................................................ 45
BRAND HALLMARK: Priority Club® Rewards ............................................................................. 45
Priority Club Meeting Rewards .................................................................................................... 48
BRAND HALLMARK: Smart ConnectSM Guest Communications ................................................ 50
VI.
STAFFING & TRAINING ............................................................................................................. 57
Staffing ......................................................................................................................................... 57
Training ........................................................................................................................................ 57
VII.
MANDATORY PROGRAMS & SERVICES ................................................................................ 65
Programs - IHGMerlin Access and IHGMail ................................................................................ 65
Hospitality PromiseSM Program .................................................................................................... 65
Forget Something?SM ................................................................................................................... 65
GuestView .................................................................................................................................... 66
Monthly Quality Self Assessment (MQSA) .................................................................................. 66
Reservation System ..................................................................................................................... 66
Property Management System (PMS) ......................................................................................... 67
Front Office Protection Program .................................................................................................. 67
Employee Uniforms ...................................................................................................................... 68
ii
Annual Conference ...................................................................................................................... 70
Rates and Marketing Programs ................................................................................................... 70
IHG Best Price Guarantee ........................................................................................................... 70
Corporate Account Program ........................................................................................................ 73
Guaranteed Response for RFP Solicitation ................................................................................. 73
Supporting Information ................................................................................................................. 74
Groups and Meetings ................................................................................................................... 74
Accommodating Military Personnel.............................................................................................. 76
Employee Room Benefit Program ............................................................................................... 76
Marketing Programs ..................................................................................................................... 77
Operations Programs ................................................................................................................... 78
Fitness Center .............................................................................................................................. 81
VIII.
SIGNAGE..................................................................................................................................... 85
Exterior Signage........................................................................................................................... 85
Primary/Secondary Identity Signs ................................................................................................ 85
Interior Signage ............................................................................................................................ 91
IX.
FRONT DESK POLICIES/PROCEDURES & GUEST RESERVATIONS................................... 95
Front Desk Policies/Procedures................................................................................................... 95
Group Registration ....................................................................................................................... 95
If Guests Cannot Be Immediately Accommodated ...................................................................... 95
Supplies ....................................................................................................................................... 96
Guest Reservation Procedures .................................................................................................... 96
Guaranteed Reservations ............................................................................................................ 97
Canceling a Reservation .............................................................................................................. 97
Reservations for Guests with Disabilities ..................................................................................... 97
Dishonored Reservations ............................................................................................................. 98
Advance Deposits ........................................................................................................................ 98
Cancellation Procedures for Advance Deposits .......................................................................... 99
Complaint Resolution ................................................................................................................... 99
Guest Relations.......................................................................................................................... 100
X.
RECREATION SERVICES ........................................................................................................ 101
Swimming Pool .......................................................................................................................... 101
Enhanced Water Recreation ...................................................................................................... 101
Optional Recreation Facilities .................................................................................................... 110
XI.
HOTEL GUEST ROOMS ........................................................................................................... 113
Back-of-House Services ............................................................................................................ 113
Guest Room Equipment & Accessories ..................................................................................... 115
Bottled Water (Where Required)................................................................................................ 119
Other Guest Room Supplies ...................................................................................................... 119
Printed Collateral in a De-Cluttered Guest Room ...................................................................... 120
Cribs ........................................................................................................................................... 128
Sleeper Sofas and Rollaway Beds............................................................................................. 131
Bed Sets (Mattress, Box Spring, and Frame/Bases) ................................................................. 132
Complimentary Newspaper (Relaxed) ....................................................................................... 133
Guest Bathroom ......................................................................................................................... 134
Additional Accessories and Fixtures .......................................................................................... 139
Signage & Merchandising Materials .......................................................................................... 140
Personal Amenities .................................................................................................................... 140
XII.
TRAVELERS WITH DISABILITIES........................................................................................... 145
Front Desk Services ................................................................................................................... 145
Accessibility Standards for U.S. Hotels...................................................................................... 149
Accessibility Standards for Hotels Outside the U.S. .................................................................. 151
XIII.
TECHNOLOGY .......................................................................................................................... 153
iii
Telecommunications System Standards & Features ................................................................. 153
Public Area Telephones ............................................................................................................. 156
Call Pricing ................................................................................................................................. 158
Televisions ................................................................................................................................. 159
Holiday Inn Express® eHost™ Electronic Guest Concierge Standard ...................................... 163
XIV.
WEB & INTERACTIVE MARKETING ....................................................................................... 165
IHG Standards for Independent Hotel Web Sites ...................................................................... 165
IHG Standards for Email ............................................................................................................ 175
IHG Standards for Search Engine Marketing ............................................................................ 177
IHG Standards for IHG Brand Web Sites / Hotel Detail Pages ................................................. 180
Internet Distribution .................................................................................................................... 181
XV.
INCREMENTAL HOLIDAY INN EXPRESS® hotel & suites standards................................. 189
General Design & Construction Requirements .......................................................................... 189
Sundries ..................................................................................................................................... 191
XVI.
OPTIONAL SERVICES & FACILITIES ..................................................................................... 193
Optional: Guest Laundry & Supplies .......................................................................................... 193
Optional: KidSuites® ................................................................................................................... 193
Optional: Meetings Facilities ...................................................................................................... 196
Optional: Transportation Services.............................................................................................. 198
XVII.
BRAND IDENTITY STANDARDS ............................................................................................. 199
Brand Logo................................................................................................................................. 199
Outdoor Advertising ................................................................................................................... 205
Vehicle Marking/Painting ........................................................................................................... 208
XVIII.
Design and Construction ........................................................................................................ 211
Building and Life Safety Codes .................................................................................................. 211
Prototype Designs or SRD ......................................................................................................... 212
Prototype Designs ...................................................................................................................... 212
Standardized Room Décor (SRD).............................................................................................. 212
Existing Construction ................................................................................................................. 212
Property Improvement Plan (PIP) .............................................................................................. 212
Voluntary Renovations (VR) ...................................................................................................... 213
Design Review Submittal Process ............................................................................................. 213
Design Review Approval Process .............................................................................................. 215
APPENDICES TO SECTION I ................................................................................................................ 217
APPENDIX A: Design & Construction: Technical Specifications ............................................ 217
Exterior Design & Construction Requirements .......................................................................... 217
Site Design & Construction ........................................................................................................ 218
Public Spaces ............................................................................................................................ 220
Standards Common to the Lobby and Great Room .................................................................. 222
Retail and Vending Spaces........................................................................................................ 224
Standards Specific to the Lobby & Administration Spaces ........................................................ 224
Standards Specific to the Great Room ...................................................................................... 226
Express Start® Breakfast Bar ..................................................................................................... 226
Public Restrooms ....................................................................................................................... 229
Meeting Facilities ....................................................................................................................... 231
Recreation Facilities ................................................................................................................... 231
Pools .......................................................................................................................................... 231
Corridors .................................................................................................................................... 237
Secondary Public Entrances ...................................................................................................... 238
Stairs & Stairwells ...................................................................................................................... 238
Elevators .................................................................................................................................... 239
Vending Area/Guest Laundry..................................................................................................... 240
Guest Rooms ............................................................................................................................. 241
iv
Guest Room Furniture, Equipment and Décor .......................................................................... 243
Technical Specifications ............................................................................................................ 247
Guest Bathrooms ....................................................................................................................... 253
Back of House ............................................................................................................................ 255
HDTV Specifications .................................................................................................................. 256
Purchasing ................................................................................................................................. 257
HDTV Flat Panel Wiring Requirements ..................................................................................... 257
APPENDIX B: Required IHG Service Mark Statement ............................................................. 259
PART II: BRAND SAFETY STANDARDS ............................................ 261
v
SUMMARY OF CHANGES (2012-2013)
Changes made to this, January 10, 2013, edition

Design & Construction Chapter updated, Technical Specifications moved to Appendix A.

Removed former Chapter for Life Safety. Global Brand Safety Standards replaced Life
Safety in July 2012.
Addenda Incorporated as follows (Announced January 8, 2013, via IHGMail for hotels in Mexico, the
Caribbean, South and Central America, as applicable):
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
Training
Innkeeper’s Liability Law
FCC Requirements
Rapid CheckoutSM
Television Programming
Bottled Water
Arc Entry Door Graphic
Outdoor Seating
Planters and Trash Receptacles
Ash Receptacle
Brand Scent
Brand Sound
Branded Back Wall
Lighting (lightscaping)
Counter Top Accent Lighting
Brand Logo
Sparkle
Linen Reuse
Rollaway Beds & Sleeper Sofas
Notepad and Pen
Addenda Incorporated as follows (Announced October 30, 2012, via IHGMail):
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
PCR Champion
Property Management System
Privacy Statement
HDTV Specifications/Updated
100% Smoke Free
Telephone Directories
Bed Size
Bed Sets
Desk Sets
Lamps
Pillows
1
12. Bedding Collection
Addenda Incorporated as follows (Announced July 24, 2012, via IHGMail):
1.
2.
3.
4.
5.
Brand Safety Standard: Tub Mats
Additional Television Mounting
Personal Amenities (Bath)
Interior Signage
Scent
Addenda Incorporated as follows (Announced April 24, 2012, via IHGMail):
1.
2.
3.
4.
5.
6.
7.
8.
Design & Construction Approval Process Updated
IHG Way of Sales (Announced June 1, 2012 via IHGMail)
Express Start (Desayuno Express)
Guest Bathroom
Hormel Meats (updated in Express Start Breakfast Guidebook only)
Official Hotel Name
Mirrors (Guest Room)
Rollaway Beds
Relaxed standards updated as follows:

The following relaxed standard has expired:
o

Flat Panel Television
The following relaxed standard continues until further notice:
o
Newspaper Standard
*Linen Laundering (removed relaxation language, no impact)
Historical Summary of Changes for 2012:
Changes made to the, February 24, 2012, edition

Referenced correct location and version of guidelines for water parks; document name
changed to Specifications for Water Recreation Components.

Training Certification Name Change: HoliKareSM Workshop becomes Preventative
Maintenance Essentials Workshop (HoliKareSM).

Remove requirement for Bean Bag chairs to be submitted to Risk for review, added
regulation mandate for Safety of Bean Bag chairs.

Rollaway Bed and Sleeper Sofa standards updated to reflect current mandates only.
2
Addenda Incorporated as follows (Announced November 15, 2011, via IHGMail):
1.
2.
3.
4.
Priority Club® Rewards Check-In Rack
Guest Bathroom Lighting
Carpet/Carpet Tile
HVAC
Addenda Incorporated as follows (Announced August 2, 2011, via IHGMail):
1.
2.
3.
4.
5.
6.
Best Price Guarantee (formerly Lowest Internet Rate Guarantee)
Cribs
New Investor Orientation
Guest Bathrooms
Pillows
Mattress Performance Tests
Relaxed standards updated as follows:

The following relaxed standard now extend to December 31, 2012:
o

The following relaxed standard expires on December 31, 2011:
o

Linen Laundering
Flat Panel Television - standard updated to reflect current mandates only
The following relaxed standard continues until further notice:
o
Newspaper Standard
3
PART I: BRAND STANDARDS
5
I.COMPLYING WITH STANDARDS
Overview & Definitions
The Holiday Inn Express Brand Standards Manual is designed for use by individuals familiar with
hotel operations, design, and construction. This manual contains detailed information intended
primarily for owners, licensees, and General Managers. It is also a useful resource for suppliers,
architects, designers, and operators.
This manual is posted online at https://www.ihgmerlin.com>Applications>Brand Central>Brand
Standards, and is effective as of January 10, 2013, and shall remain in effect until an updated
manual is published. This manual and each standard, policy, procedure, and requirement set
forth in it may be modified, revised, updated, supplemented, or replaced at any time and from
time to time by InterContinental Hotels Group (IHG).
The most current version of this manual and any outstanding addenda may be accessed on
Merlin by following this path: https://www.ihgmerlin.com>Brand Central>Brand Standards>
Select Official Brand Standards Manual or Addenda.
This manual is confidential and is and shall remain the property of IHG. All guidebooks,
standards, policies, procedures, specifications, and other IHG requirements referenced in this
manual are incorporated as part of this manual.
Applicable Brands & Regions
This manual applies to Holiday Inn Express brand hotels operating in the Americas (Canada, the
United States (U.S.), Mexico, Central America, South America, and the Caribbean). All hotels
must comply with the requirements described in this manual and as set forth in the license
agreement. Throughout the manual, IHG is used as a trade name describing those companies
around the world that license Holiday Inn Express brand hotels. Each individual license
agreement contains the name of the specific company that issued the license.
Waivers
IHG may grant waivers in appropriate circumstances with regard to any of the requirements of
this manual as IHG may, in its absolute discretion, determine. If a standard conflicts with a local
ordinance, the hotel must request a waiver and provide documentation from the applicable
governmental authority with said request. Waivers are valid until the hotel’s next license action
unless the written waiver from IHG specifies an earlier expiration date.
However, a waiver that affects any of the Holiday Inn Express Brand Hallmarks will not be
granted. It is critical that the integrity of the Brand Hallmarks be carefully guarded. They must be
delivered in a consistent manner throughout the system as they define the Stay Smart
experience, differentiating the Holiday Inn Express brand from competitive brands.
7
Official Hotel Name
IHG assigns and approves four (4) “hotel names” for each hotel:

30-character name

14-character name

GDS name

URL name (used in conjunction with IHG domains (i.e., ihg.com; holidayinn.com, etc.); refer
to Web & Interactive Marketing> IS02-01 Intellectual Property Protection for information on
approved URLs for the hotel’s independent web site.)
The Official Hotel Name is the 30-character name. It is the name by which the hotel is identified
on the IHG websites (holidayinnexpress.com, hiexpress.com, ihg.com, etc.) and in HOLIDEX®
Plus.
When referencing the hotel in print and online (i.e., letterhead, business cards, email signatures,
sales flyer, fact sheets and independent websites), the exact Official Hotel Name must be used.
In addition, when used on exterior signage, the exact Official Hotel Name must be used.
Note: The Official Hotel Name is created with a system limitation of 30 characters. Therefore,
for aesthetic reasons, abbreviated words may be replaced with the full word at the hotel’s
discretion.
Example: In the name HOLIDAY INN EXPRESS® ATLANTA ARPT N – COLLEGE PK,
the abbreviations “ARPT”, “N” and “PK” are used. The hotel may use HOLIDAY INN
EXPRESS® ATLANTA AIRPORT NORTH – COLLEGE PARK, replacing the
abbreviations with the full words “AIRPORT”, “NORTH” AND “PARK”, in hotel collateral
and marketing.
Upon voluntary name change request or at license action, the Official Hotel Name must comply
with current brand requirements.
Inspection Fee
IHG may require that a licensee pay a reasonable fee determined by IHG prior to the
performance of any quality evaluation at the licensee’s hotel other than the regularly scheduled
quality evaluation, and the licensee must promptly pay any required fee to IHG.
Termination of License Agreement
A franchisee’s license agreement may be immediately terminated (or at the earliest time
permitted by applicable law) if:

The licensee knowingly fails to comply with the requirements of the license agreement and
or this manual on safety, security, or privacy for its guests at the hotel or on the reputation of
the management, employees or operations of the hotel and such failure may significantly
8
adversely reflect upon or affect the hotel, the Holiday Inn Express system, or IHG or any of
its parent, subsidiaries or affiliates in any way.
Prohibited Facilities and Services

Alcohol may not be served on-premise at a Holiday Inn Express ® hotel unless approved in
advance by IHG.

Restaurant(s), lounge(s) and kitchen(s) containing cooking equipment are prohibited in
Holiday Inn Express hotels, nor can they be connected physically to the hotel. A staging
area is allowed for use by outside caterers, but the staging area may not be used for
preparing hot food items. Room service at Holiday Inn Express hotels may only be made
available to guests through non-attached restaurants or food delivering companies.
General Service Requirements
Each hotel must always meet or exceed the high standards for quality, appearance and service
required by guests. The Licensee is responsible for all hotel operations and for maintaining hotel
and service quality in all areas of the hotel, including any leased facilities, and so must strictly
observe all standards.
To help ensure that guests are completely satisfied with their experience at Holiday Inn
Express® hotels, the physical product at every hotel must always be clean, well-maintained and
in good condition, and the hotel must also maintain acceptable levels of guest service as
determined by InterContinental Hotel Group (IHG).
For Assistance
Hotels in the U.S. and Canada should contact Hotel Operations Support at 1-800-325-WARM (1800-325-9276) or via email at [email protected].
Hotels in Mexico should contact the office in Guadalajara at (52) (333) 648 5326 or via email at
[email protected].
Hotels in Central and South America should call the office in Brazil at (55) (11) 3885 3762.
Your Hotel Operations Support Consultant will put you in touch with the appropriate contact that
can help you:

Prepare your hotel for opening, re-licensing, or change of ownership

Understand the requirements as detailed in this manual and in materials posted on the
online web site (https://www.ihgmerlin.com)

Arrange a property consultation regarding product quality requirements

Secure franchise applications to obtain a franchise license
9
10
II.
ONBOARDTM NEW HOTEL OPENING PROGRAM
Preparation is the key to the successful opening of your Holiday Inn Express hotel. Careful
attention to all aspects of the OnBoard Program will enable you and your team to begin
delivering the Stay Smart® experience. The OnBoard Program is supported by the one-time New
Hotel Opening Fee and includes these components:

Process

Materials

Training

OnBoard Consultation
Process
Licensees will progress through an eight (8) phase process: Planning, Approval, PreConstruction, Foundation, Exterior, Interior, Pre-Opening and Opening, using a Critical Path to
monitor progress. In order to move from phase to phase, Licensee must complete activities
defined as Major Milestones. In order to open on schedule, Licensee must complete activities
defined as Required Items.
Communications
Licensees can expect a series of communication pieces to support the opening which include:

OnBoard Project Management Kit

Business Assessment Materials (focus on sales, marketing, and general operations)

Key Programs Materials (library of standard operating procedures)
Training
The OnBoard Program includes participation in each of these five (5) training events:

Investors’ Orientation and Certification
For Hotels in the U.S., Canada, Mexico & the Caribbean: Each new Licensee must register
for the Investors’ Orientation and Certification (formerly New Investors Orientation) program
within sixty (60) days after license execution to increase the understanding and commitment
between the Licensor and the Licensee. Eligible Licensees include the Licensee, the
principal owner of the Licensee, or if the Licensee is a partnership, then the General Partner
of the Licensee.
Attendance is based on the following criteria:
o
o
Current Licensees of IHG and/or its affiliates, who have attended Investors’
Orientation and Certification within the past two (2) years and execute a new
license with the same brand, are exempt from attending again.
Current Licensees of IHG and/or its affiliates executing a new license of the same
brand as their existing license or a license of another IHG brand, who have not
11
o
attended Investors’ Orientation and Certification within the past two (2) years are
required to attend the Investors’ Orientation and Certification program.
Licensees who are current Licensees of IHG and/or its affiliates, that have
attended the Investors’ Orientation and Certification program within the past two
(2) years and execute a new license of a different IHG brand, are required to
attend Investors’ Orientation and Certification.
NOTE: Attending Investors’ Orientation and Certification is a universal requirement to any
owner joining the IHG system and not restricted to pre-opening requirements, e.g., a new
owner of an existing hotel.

HOLIDEX® Plus/Systems Workshop: This workshop is designed for the General Manager
and staff position responsible for revenue management and maintaining the reservation
system. Conducted in an interactive format, the attendees are exposed to strategic and
fundamental revenue management concepts as well as hands-on HOLIDEX® Plus
functionality. Eligibility criteria include a projected date within 30-45 days of attendance, a
complete and active hotel database, and completion of Construction Consultation #2. IHG
reserves the right to cancel registration if the new hotel does not meet all three criteria and
will not be responsible for any travel expenses incurred by the registrant(s).

Key Programs Training: Key Programs Training is designed to prepare the hotel to
welcome their first guest and covers IHG history, Brand Hallmarks, Priority Club Rewards,
Quality & Guest Services, and Life Safety & Security. New hotels will have at least one (1)
Key Programs training event within two (2) weeks prior to opening at the property. Key
Programs training will continue directly post-opening with continuing education.
OnBoard Consultation
Licensees will be assigned an IHG consultant who is responsible for guiding the hotel from
license execution through opening day. The IHG consultant will meet with hotel management in
a series of Touch Points (visits or phone calls) and monitor the progress of the Critical Path.
12
III.
GENERAL REQUIREMENTS
Owner/Operator Disclosure
It is required that the disclosure of property ownership and management be communicated
clearly and visibly. Owner/operator disclosure statements are required and must state one of the
following:

“Independently Owned by
and Operated by
.”
OR

“Independently Owned and Operated by
.”
Owner/Operator Disclosure Statement Display Signage
The Disclosure Statement must be prominently displayed in the registration area on a
professionally created sign having a minimum size of 5" (12.7 cm) x 12" (30 cm) or 60 sq. in.
(360 cm) with minimum 1/2" (1.3 cm) lettering.
Disclosure Statement on Printed Materials
The Disclosure Statement must appear on the folio, the front side of all registration cards, all
hotel letterhead, and other printed materials (such as comment cards and brochures). Any
written contract entered into by the hotel must either include this disclosure statement or be in
the name of the legal entity that owns the hotel.
Improper Material & Activity
Printed Material
Magazines and/or publications that may contain adult content may be displayed and sold only
when provided with an opaque cover.
Activity/Entertainment
Any type of activity that does not conform to IHG high standards must not be conducted on the
hotel premises. Movies or other programming rated NC-17 (X) or the equivalent are not allowed.
Pay movie systems must be capable of being blocked from a guest’s room upon request. Guests
must be notified in the Guest Services Directory of the ability to block channels.
Awards
Award status must not be utilized in any printed form or any advertising media after the first
anniversary of the date the award was received.
13
Email Communications
General Requirements
All published guest-facing email addresses representing the hotel (e.g.: listed on IHG and/or
independent websites, all sales/print collateral, marketing/advertising, etc.), whether generic or
employee name specific, must:

Comply with the requirements as noted in the Intellectual Property Protection section of the
Web and Interactive Marketing standards.

Be current and in good working order (invalid email addresses must immediately be
removed or modified to a working link)

Be monitored by a member of the hotel staff

Represent the hotel in a professional manner

Not include letters or words that could be interpreted to represent non-IHG brands
HCM Email Address
The hotel must at all times provide one valid email address to IHG’s content management
system (currently HCM) for use on IHG websites (“HCM Email Address”). The email entered into
the HCM system will populate to various booking channels, specifically the IHG reservation
website.

Hotels may use a variety of email services (gmail, yahoo, msn, etc) but this email address
must, for consistency purposes, be entitled and formatted as follows:
Example
(In this example, the hotel is in Atlanta,
their HOLIDEX® Plus Code is ABCDE,
and their domain is AOL®)
Email Address Title and Format
EX[Hotel City][HOLIDEX® Plus
Code]@[Domain].[XXX]
[email protected]
Or
Or
EX.[ HOLIDEX® Plus
Code]@[DOMAIN].[XXX}
[email protected]
14

The email display name, typically shown in the response, should be titled as follows:
Example
(In this example, the is a Holiday Inn Express
and Suites property and the hotel’s official Hotel
Name is
Atlanta Airport South – I-85)
Email Display Name Title
[HOTEL BRAND][space][OFFICIAL
HOTEL NAME*]
Holiday Inn Express and Suites Atlanta
Airport South – I-85
*The Official Hotel Name is the 30
character name displayed on IHG Web
sites.
Email Response Requirements:
1. At minimum, the hotel must respond to all email inquiries within two business days, except in
cases when earlier response times are stipulated per standard or per IHG programs and
promotions requirements.
In addition, all emails received via the HCM Email Address:
o
Must be responded to by a member of hotel management
o
Must include a link to IHG’s direct branded Web sites using the guidelines and
tools provided in the Web & Interactive Marketing standards and any use of the
logo must comply with requirements in the New Brand Identity Trademark Usage
standard.
2. Email responses to guest inquiries must not promote non-IHG hotel brands.
3. Email responses must include the owner/operator disclosure below the email signature
block as follows:
Owner Operator Disclosure for Email Responses
This property is independently owned and operated by [xxxxxx]
or
This property is independently owned by {xxxxx] and operated by [xxxxx]
or
This property is independently owned and operated.
OR, if preferred, the hotel can be specifically identified as follows:
The [BRAND] [OFFICIAL HOTEL NAME] is independently owned and operated by
[xxxxxx]
or
The [BRAND] [OFFICIAL HOTEL NAME] is independently owned by {xxxxx] and
operated by [xxxxx]
or
The [BRAND] [OFFICIAL HOTEL NAME] is independently owned and operated.
15
100% Smoke-Free Hotels
Hotels are permitted to be “100% Smoke-Free.” 100% Smoke-Free hotels must comply with
the following requirements:
o
All areas within the hotel must be smoke-free.
o
Smoking is prohibited throughout the entire property, including staff areas, except
in designated outdoor areas.
o
Smoking is prohibited immediately adjacent to entrances and exits.
o
A designated area must be provided outdoors for guests to smoke; a separate
area outdoors must also be provided for staff who wish to smoke. Receptacles
must be provided for disposal of cigarette ends and other smoking materials in
these areas. The designated area must be far enough away from entrances,
windows, and ventilation systems to ensure that smoke does not enter the hotel. A
minimum distance of 10 feet is recommended by IHG. If state and local ordinance
exceed the minimum 10 feet, hotels must meet the required minimum distance as
required by state and local ordinance.
Additional requirements:
o
100% Smoke-Free information must be added to the DH-Main screen in Holidex®
Plus as well as to the amenities and features list in all reservation channels.
o
Pre-arrival email notifications, including reservation confirmations, must include a
reference to the policy.
o
A statement must be added to the registration card to remind guests of the policy.
o
Further, IF the hotel has ANY outstanding reservations for smoking rooms, then a
sufficient number of smoking rooms of all reserved room types must remain as
smoking rooms until those reservations have been honored.
o
Additional “100% Non-Smoking hotel” signage must be added to signage
throughout the hotel with clear verbiage that indicates and remind guests of the
smoke free environment. Non-Smoking signage must follow the approved interior
signage package hotels currently have approved by IHG Design & Plan Review.
Alternate designs and finishes must be reviewed and approved in advance by IHG
Design & Plan Review. Smoke Free signage must be included in the following
areas:


Meeting rooms, all public areas, restaurants and lounges, etc.
Elevator lobby area on each floor.
Note: Non-smoking signs are not permitted inside guest rooms except when
integrated into the guestroom evacuation sign, innkeeper liability notice and/or
guest checkout time notice (which are posted either on the inside of the guest
room door or in the closet).

o
All ashtrays must be removed from inside the hotel.
Hotels may, at their discretion, add a room recovery fee for guests who do not
comply in order to cover the cost of restoring guest rooms to a smoke-free
condition. This fee must be added to the registration card to remind guest of the
16
policy. The Guest Services Directory must include information regarding the
hotels policy and associated fees.
In any area where smoking has occurred, soft goods (draperies, bed skirts, etc.) must be
washed, all carpet must be cleaned, all pillows washed or replaced, and all fabric
upholstered furniture cleaned.
1. Soft and hard goods (furniture, vanities, etc.) with burn marks must be repaired or
replaced.
2. There must be absolutely no smell of smoke in the property or evidence of damage
resulting from smoking. Anything that cannot be sufficiently cleaned must be
replaced.
17
IV.
“EXPERIENCE” HALLMARKS
“EXPERIENCE” PRODUCT HALLMARKS STANDARDS
Compliance:
Hotels must pass through the following “gates” (which will also make them eligible to receive the
Product Hallmarks & Exterior Signage Confirmed Installation Letter and to implement the
“Experience” Product Hallmarks):

Pass the 2008 Quality Evaluation,

Beginning January 1, 2009, pass all Quality Evaluations. Failure to maintain a Pass score
(which includes achieving a rating of “QUALIFIED” on the Basics component) on all Quality
Evaluations may result in a re-inspection of the hotel at a cost of $2,500.00 per visit,

Complete the first four (4) of the five (5) Service Culture Training modules (See “Experience”
Service Hallmark Standard for compliance dates),

Achieve and maintain a twelve (12) month rolling average OSAT score of 84 or greater.
In the event a 12-month OSAT score is not available for a hotel, IHG may, in its sole discretion,
accept an OSAT score based upon a shorter duration.
If a hotel falls below the required OSAT threshold before the Confirmed Installation Letter has
been executed, the hotel is no longer considered eligible.
All hotels must comply no later than January 31, 2010, with the following requirements:

Meet the “Experience” Product Hallmarks Standards,

Comply with the revisions to the existing impacted standards, as shown throughout this
standards manual,

Install the New Brand Identity Signage.
All “Experience” Product Hallmarks (Curb Appeal, Sensory, Arrival & Welcome, Guestroom, and
Bath) must be implemented as a “bundle” in accordance with the “Experience” Product
Hallmarks Overview and Installation Guides (as described below).
No hotel may implement the “Experience” Product Hallmarks without a Confirmed
Installation Letter that has been issued by IHG.
Resource/Reference Material:
The “Experience” Product Hallmarks must be installed in accordance with the requirements
provided in the Holiday Inn Express® “Experience” Product Hallmarks Overview and Installation
Guides. The guides include product specifications, installation and placement instructions, and
vendor information.
Hotels will not be provided with the Hallmarks Installation Guide until the hotel has received the
Confirmed Installation Letter.
19
“EXPERIENCE” PRODUCT HALLMARK: Curb Appeal
All elements of the Curb Appeal “Experience” Product Hallmark must be installed in accordance
with the Holiday Inn Express® “Experience” Product Hallmarks Overview and Installation Guides.
“Experience” Product Hallmark Element: Lighting
Façade lightscaping is an “Experience” Product Hallmark element used to dramatically reinforce
the Holiday Inn Express® brand with illuminated color. Colored beams of light are strategically
cast on the building façade to provide guests with a visually impactful and recognizable cue for
way-finding to the property.
Additionally, colored light beams cast along the columns at the entry provide secondary wayfinding to the entrance, dramatically highlighting the arrival experience.
Building Lighting
A minimum of two (2), up to a maximum of four (4), light fixtures must be installed to effectively
light the site-specific façade details. Lights must be cast and narrowed to a visually defined
beam upon the façade and between windows. A general light wash on the building or lights
shining onto windows is not permitted.
The light fixtures can be adjusted on two axes for proper beam aiming, as well as adjustable
apertures for refined beam control and shaping.
All building light fixtures should be mounted at a consistent Above Finish Floor (AFF) height and
discreetly located above the porte cochere.
In countries and territories where the brand-specified product is not available, hotels must submit
the lighting proposal through the Design Submittal Review Process.
Quantity, mounting location and lamp wattage must be determined based on specific property
conditions. A site specific lighting plan must be submitted to, and approved by IHG Design &
Plan Review prior to installation. Also, in countries and territories where the brand-specified
product is not available, hotels must submit the light fixture specifications through the Design
Submittal Review Process.
Secondary entries or exterior wall surfaces which are prominently visible from various building
approaches may also be good locations for additional building lighting. Hotels are permitted, but
not required, to install additional sets of lights in secondary and tertiary locations. As with the
front entry, application of light fixtures should be in groups of two (2) to four (4) based on specific
property conditions. For optional installations, a site specific lighting plan must be submitted to,
and approved by, IHG Design & Plan Review prior to installation.
Column Sconce Lights
All hotels must install two sconce light fixtures on columns at primary hotel entry. The sconce
lighting fixtures should be installed on the front facing portion of the outermost left and right
columns. For hotels with no columns, the column light fixtures must be installed to the left and
right of the entry door.
20
The column sconce light fixture is primarily intended to be a single down light application, with a
decorative Holiday Inn Express® square branded shroud. If the columns are less than 12 inches
(305mm) in diameter, the shroud should not be used.
All column light fixtures should be mounted at a consistent AFF height towards the top three
quarters of the column or façade surface where no columns are present.
Consideration should be given to actual site-specific architectural details and other existing light
fixture placement in determining actual light mounting heights.
Quantity, mounting location and lamp wattage must be determined based on specific property
conditions. A site specific lighting plan must be submitted to, and approved by IHG Design &
Plan Review prior to installation. Also, in countries and territories where the brand-specified
product is not available, hotels must submit the light fixture specifications through the Design
Submittal Review Process.
“Experience” Product Hallmark Element: Entry Landscape Planters and
Trash
Receptacle
Properties must install six (6) brand-specified planters with drain trays and one (1) coordinated,
brand specified trash receptacle as described below. The planter containers have been specified
in three sizes, and are to be composed together in the three sizes as a display set. One planter
display set must be located directly adjacent to the left of the entry and one display set must be
located directly adjacent to the right of the entry. The planter display sets and the trash
receptacle must be positioned so that there is good traffic flow in and out of the building, and
appropriate local accessibility guidelines are maintained.
The brand-specified planters and drain trays are sized as follows:

1 Large planter to be used as the trash receptacle with trash insert and lid; to serve as a
trash receptacle (without drain tray)

2 Large planters with drain trays

2 Medium planters with drain trays

2 Small planters with drain trays
The bottom of all planters, except the one (1) large planter used as the trash receptacle, must be
drilled with drainage holes. Hotels already open as IHG brand hotels that received planters
without pre-drilled holes must drill holes no later than June 30, 2010. New hotels must comply
with this requirement immediately.
Brand specified drain trays must be in place under all planters (except the one used as the
waste receptacle) no later than June 30, 2010, at existing hotels and immediately at new hotels.
Plant material:
Hotels must use the market appropriate brand-specified plant materials.
Mature plants in sizes specified in the “Experience” Product Hallmarks Overview and
Installation Guides should be installed. On occasion, due to local growing conditions or other
temporary out-of-stock conditions, mature plants specified may be unavailable. In this case,
21
hotels are permitted to substitute plant material with similar characteristics to the brand-specified
plant material. The plant material criteria for the different planters can be described as follows:
Large Planter (trash receptacle):
A trash insert and lid must be incorporated into a large-size planter and used in one of the
planter groupings on one side of the entry.
Large Planter:
Tall, upright, columnar plant/shrub that can easily maintained to keep its form. Plant height must
be approximately 48 inches (1219mm) tall at planting and maintained to around 72 inches
(1828mm).
Medium Planter:
Mid-size round plant/shrub approximately 24 inches (610mm) in height provides year around
interest. This plant is installed on one side of the entry.
Small Planter:
Small deciduous shrub with an easily maintained rounded form. Additionally, a low ground cover
and/or trailing plant grown to hang over and soften the edge of this smallest planter is required.
As an option, and in addition to the deciduous shrub in this planter, seasonal color may be used.
If seasonal color is used, it must be replaced seasonally as appropriate to the locale.
All plants should be maintained appropriately to ensure healthy, vibrant plants that reflect
attention-to-detail that gives guests confidence about the experience they can expect inside the
hotel.
For hotels outside the U.S., Canada and Mexico: When the brand-specified, approved
planters and waste receptacle cannot be purchased in-country, submit to IHG Design & Plan
Review for approval via the Design Submittal Approval Process. Hotels with valid waivers
regarding their existing planters and waste receptacle are not required to submit their planters
and waste receptacle to Design & Plan Review until replacement, renovation or waiver
expiration, whichever occurs first.
“Experience” Product Hallmark Element: Ash Receptacle
A minimum of one (1) branded ash receptacle is required at the primary hotel entrance. At the
remaining hotel entry points, existing ash receptacles must be replaced when condition warrants
with the branded ash receptacles.
The ash receptacle(s) location should provide convenient access for smoking guests, but far
enough away from the entry door(s) so as to not offend non-smoking guests. Ash receptacle
placement must comply with any applicable local requirements.
For hotels outside the U.S., Canada and Mexico: Use the brand-specified product from an
authorized supplier or submit a waiver request with a proposed alternative. Hotels with valid
waivers on file prior to January 8, 2013, are not required to submit a new request until hallmark
replacement, renovation or waiver expiration, whichever occurs first.
22
“Experience” Product Hallmark Element: Outdoor Seating
All hotels must install a minimum of one (1) brand-specified bench per primary entrance. The
bench should be located adjacent to the entry and positioned to the outside left or right of the
entry door and to the outside of the landscape planters, so that traffic flowing in and out of the
building is not impeded.
“EXPERIENCE” PRODUCT HALLMARK: SENSORY
All elements of the Sensory “Experience” Product Hallmark must be installed in accordance with
the Holiday Inn Express® “Experience” Product Hallmarks Overview and Installation Guides.
“Experience” Product Hallmark Element: Brand Scent
The brand scent should be delivered throughout the primary entry into the building and
throughout the registration area. Portable scent machines or HVAC delivered methods can be
used. Where portable scent machines are used, they should be placed at the main hotel
entrance and at the registration desk. The quantity of machines necessary will vary by lobby
size and location of the registration desk; refer to the Holiday Inn Express® “Experience” Product
Hallmarks Overview and Installation Guides to determine quantities.

Portable machines must be bolted to a stable surface and cords must be routed so as not to
present a trip hazard.

Portable machines must be operational from 1:00 p.m. through 9:00 pm daily.

Scent cartridges must be replaced regularly to ensure a consistent delivery of scent.

o
For portable machines, cartridges must be replaced monthly.
o
For HVAC, refill frequency will be dependent on the HVAC delivery method
employed and should be scheduled to ensure consistent delivery of scent.
No other scent products may be used on property. If additional scent locations are required,
they too must carry the brand scent.
“Experience” Product Hallmark Element: Brand Sound
All hotels must implement the branded InnTunes music program meeting the following criteria
and as specified in the Holiday Inn Express® “Experience” Product Hallmarks Overview and
Installation Guides:

A high speed internet-connected IHG-designated music player must be used.
23

The hotel must activate and continue a subscription to the brand-approved music program
offered by IHG-designated vendor.

The music must be audible at comfortable volume levels in the exterior entry and lobby
areas at all times (24 hours a day, seven days a week). This will require volume adjustment
dependent upon noise level and activity in the area and the time.

Music may be played in additional zones (such as restaurant, fitness center, public
restrooms, etc.) at the hotel’s discretion.

Brand approval, via the IHG-designated Global Music Director, is required to play any nonInnTunes music in the hotel.
“EXPERIENCE” PRODUCT HALLMARK: Arrival and Welcome
All elements of the Arrival and Welcome “Experience” Product Hallmark must be installed in
accordance with the Holiday Inn Express® “Experience” Product Hallmarks Overview and
Installation Guides.
“Experience” Product Hallmark Element: Brand Arc Entry Door Graphic
The hotel must install the brand arc entry door graphic at the primary hotel entrance in
accordance with the Holiday Inn Express® “Experience” Product Hallmarks Overview and
Installation Guides. The brand arc component is to be centered and cut on site to accommodate
variations in door size and condition.
The frosted white window vinyl is made of a semi-translucent material to provide
uncompromised sightlines into the vestibule. In addition to the brand arc, to complete the entry
door graphic, a series of vinyl squares approximately 3½” x 3½” (88mm x 88mm) must be
applied, horizontally across the doors at mid level.
The 3½” x 3½” (88mm x 88mm) square component can be increased or decreased in quantity
for application to meet the specific door widths. The vinyl squares have a left and right pattern
with the “H” monogram squares used only on the two center doors per the Holiday Inn Express®
“Experience” Product Hallmarks Overview and Installation Guides. On revolving doors, the
pattern of squares with monogram should be used on each rotating door. All other squares on
adjacent sliding panels or sidelights are solid squares.
Elements should be installed across the entire set of door panels. See the Holiday Inn®
“Experience” Product Hallmarks Overview and Installation Guides for specific details.
authorized supplier or submit a waiver request with proposed alternative graphics. Hotels with
valid waivers on file prior to January 8, 2013, are not required to submit a new request until
hallmark replacement, renovation or waiver expiration, whichever occurs first.
24
“Experience” Product Hallmark Element: Brand-Specified Welcome Mats
Brand-specified welcome mats must be installed at all hotels. The welcome mats are a set of
two mats, including a primary mat and a secondary mat. The primary mat depicts the brand arc
and is manufactured as a proprietary, two-toned, brand color design. The secondary mat is a
solid color that coordinates with the primary mat.
The primary mat should be located inside vestibule and the secondary mat should be used at
the exterior in front of the entry doors. Both mats should be centered in the space and in-line
with each other. If conditions require the use of a single mat only, the primary mat with the brand
arc must be installed.
When condition warrants the replacement of existing mats at secondary hotel entry points, the
secondary mat, as described above, must be used.
For site flexibility, there are two (2) different sizes of welcome mats available:
4’ x 6’ (1219mm x 1828mm) and 6’ x 8’ (1828mm x 2438mm). Size and quantity must be
determined based on specific property conditions.
If the current vestibule has an existing inlay mat, or inlay carpet feature, in a color or pattern that
does not coordinate with the color of the brand-specified mat, or if the current inlay carpet is in
need of repair, the existing inlay mat/carpet feature must be replaced with a brand approved
neutral color (PMS Cool Gray II, PMS 403, PMS 7503).
“Experience” Product Hallmark Element: De-cluttered Registration Area
The registration counter must be a visually and physically clean and uncluttered space, providing
guests with a simple, efficient and positive experience as they check into the hotel.
The registration area must include only brand required elements (brand specified lamps) and
must otherwise be free of all brochures, awards, accent décor, and any other miscellaneous
paraphernalia, whether or not they are Holiday Inn Express® branded.
“Experience” Product Hallmark Element: Branded Back Wall
All hotels must install the modular branded back wall behind the registration desk.
Components of the modularly-constructed treatment include:

Dimensional arc design

Brand-specified wall coverings

Integrated brand logo

Pre-mounted, pre-wired sconce lighting
25
Hotels must install the largest possible size of the brand-approved modular back wall treatment,
and the back wall must be prepared for the installation of the modular wall to ensure the largest
application of the modular wall treatment may be used. Preparations are specified in the Holiday
Inn® “Experience” Product Hallmarks Overview and Installation Guides and include these
requirements:

Artwork, signage, awards and other items affixed to the back wall must be relocated.

Light switches, outlets and thermostats in the area determined to best feature the modular
wall must be relocated by a qualified electrician.
Where the hotel construction prevents the relocation of electrical, the hotel must contact IHG
Design & Plan Review.

Depending on the size of the modular wall installed, the hotel may be required to replace
existing back wall covering with a brand-specified wall covering.

Where a neutral or warm and aesthetically complimentary wall covering is not previously
installed on walls/areas immediately adjacent to the back wall, a brand-approved wall
covering must be applied prior to installation of the modular branded back wall.

Hotels must provide one hard-wire connection to an existing power supply, installed by a
qualified electrician, on the back wall to provide a power source for the modular wall. The
connection must be located so that it will be concealed once the modular wall is installed.
If the wall behind registration desk is curved, multi-dimensional or for some other reason cannot
accommodate the modular wall in any of the specified sizes or when the brand-specified,
approved back wall cannot be sourced in-country, then the hotel must contact IHG Design &
Plan Review for a custom variation or application of the branded back wall.
“Experience” Product Hallmark Element: Counter Top Accent Lighting
Two (2) brand-specified counter top lamps, intended to be used as accent lighting, are required.
On a typical registration counter, the lamps must be positioned at the outer left and right of the
counter. For registration counters longer than sixteen (16) feet (4876mm), an additional lamp
may be installed and equally spaced across the counter at a ratio of one (1) additional lamp for
every eight (8) feet (2440mm) of counter.
waivers on files prior to January 8, 2013, are not required to submit a new request until hallmark
26
“EXPERIENCE” PRODUCT HALLMARK: Guestroom
All elements of the Guestroom “Experience” Product Hallmark must be installed in accordance
with the Holiday Inn Express® “Experience” Product Hallmarks Overview and Installation Guides.
“Experience” Product Hallmark Element: De-cluttered Guestroom
All table and desk surfaces in the guestroom must be free of clutter and not treated as a display
space.
Only brand-specified items, Priority Club® Rewards information as specified, eHost/HSIA
instructions, and the in-room directory are permissible.
“EXPERIENCE” PRODUCT HALLMARK: Bath
All elements of the Bath “Experience” Product Hallmark must be installed in accordance with the
Holiday Inn Express® “Experience” Product Hallmarks Overview and Installation Guides.
“Experience” Product Hallmark Element: Branded Shower Curtain
Designed primarily in a vibrant white fabric with a subtle tone-on-tone branded "Holiday Box"
pattern and texture, the new curtain provides an improved sense of open space and
translucency through the use of a secondary sheer water repellent fabric on the top 20% of the
curtain. The two fabrics create another subtle opportunity to reinforce the brand by highlighting
the brand arc.
Brand Approved Shower Curtain – Arc Shaped
All hotels must install the brand-approved shower curtain with the arc-shaped sheer window in
each guest bath where shower curtains are used. The approved curtain also features the
integrated grommet design manufactured directly into the curtain.
Hotels with shower doors are not required to install a shower curtain in place of or in addition to
existing doors.
27
Compliance Exception: Hotels using the brand-approved beige and/or sage shower curtains
(shown below) are not required to install the “Experience” Branded Shower Curtain (shown
above) until condition warrants replacement.
Beige & Sage Shower Curtains
28
V.
BRAND HALLMARKS
Certain aspects of the Holiday Inn Express brand are considered defining elements or “brand
hallmarks” that clearly differentiate the guest experience from competitive brands. These brand
hallmarks must be delivered consistently from hotel to hotel to protect the integrity of the brand
and meet guest expectations for the total Stay Smart guest experience. As the opportunity arises
for the brand to evolve to meet changing guests’ needs, maintain category leadership, and
counter competitive pressures, additional features, services, or benefits may be designated as a
brand hallmark.
Currently, six features or services are designated brand hallmarks:

Express Start® Free Breakfast Bar and Great Room

Simply SmartTM Guest Bathroom

Simply Smart™ Bedding Collection

Smart RoastTM In-Room Coffee

Priority Club® Rewards Guest Loyalty Program

Smart ConnectSM Guest Communications
o
Free Local & 1-800 (Toll Free) Telephone Calls
o
Free High-Speed Internet Access
BRAND HALLMARK: Express Start® Breakfast Bar
Each Holiday Inn Express hotel must provide a breakfast bar, free to all guests, and made
available in the Great Room of the hotel. The Great Room and Breakfast Bar area must be
designated with appropriate signage as non-smoking area 24-hours per day.
For hotels within the U.S. and Canada, each breakfast bar must contain all required elements
and products, and no additional food, beverage or equipment items unless listed as approved
optional items. Each breakfast bar must meet the standards of the Express Start® Breakfast
Bar, as specified in the Express Start® Breakfast Bar Guidebook, which may be amended from
time to time. Items that are not specified in the Express Start® Breakfast Bar Guidebook must
not be displayed. The Express Start® Breakfast Bar Guidebook can be found at
https://www.ihgmerlin.com>Hotel topics or Applications: Brand Central>Brand Standards.
For hotels in Mexico, each breakfast bar must meet the standards of the Desayuno Express
Guidebook which can be found at https://www.ihgmerlin.com>Hotel topics or Applications: Brand
Central>Brand Standards. Items that are not specified in the Desayuno Express Guidebook
must not be displayed.
Hotels outside the US and Canada are required to comply with the same service standards for
hotels located within the US and Canada, unless otherwise indicated. For specific elements and
products for the Breakfast Bar, refer to the specific standard for your region, where applicable.
29
Express Start Proprietary Elements
Signature Cinnamon Roll & Smart Roast® Coffee
Smart Roast coffee and the cinnamon roll made exclusively for Holiday Inn Express and served
on the Express Start Breakfast Bar are proprietary for the system and may only be served at
Holiday Inn Express hotels. Smart Roast coffee (regular and decaffeinated) is the only coffee
brand that may be served at Holiday Inn Express hotels in the U.S. and Canada. The signature
cinnamon rolls, served from the Hatco warmer, must always be available during breakfast bar
hours of operation and must be purchased in sufficient quantities to assure there is never a
shortage.
Exception: Smart Roast coffee or cinnamon rolls may be delivered off-site if they are delivered
as a gift or sample to a customer when making a sales call to drive additional revenue to the
hotel. When delivering the rolls off-site to a customer, the approved branded packaging
materials must be used. For a single roll, use the custom-printed carton or if delivering a full tray,
use the custom-printed tray sleeve available online at Smart MART.
Staffing, Hours of Operation & Service
Breakfast Host
The breakfast bar must be staffed by at least one dedicated Breakfast Host to oversee the
operation of the Breakfast Bar, including keeping it clean, well stocked, and to service guests’
needs. The host should also actively engage in cheerful interaction with guests during the
breakfast bar hours of operation. For hotels in the U.S. and Canada, the Breakfast Host must, at
a minimum, speak conversational English.
The Breakfast Host may serve in alternate capacities (sales associate, front desk,
housekeeping, etc.) when the Breakfast Bar is not open. Breakfast Hosts must wear an
approved Breakfast Bar apron from the Express Essentials category in addition to a uniform
selected from the Smart Style, Corporate Classic, or Business Basic category. See Staff
Appearance & Uniform Standards: Mandatory Programs & Services.
Hours of Operation
The minimum required hours of operation for all Holiday Inn Express Breakfast Bars must be
from 6:30 a.m. to 9:30 a.m. local time. On weekends and holidays, the hotel may, at its option,
serve breakfast from 7:00 a.m. to 10:00 a.m. The Breakfast Bar must not remain open later than
11:00 a.m. local time.
Service
The Breakfast Host must replenish all food and beverage items at least every 30 minutes during
the hours of breakfast operation (more frequently if needed). Guests must be permitted to take
breakfast items, in portions sufficient for themselves and anyone else staying in the guest’s
room, from the Breakfast Bar. Tips may not be solicited.
Express Start Equipment & Display Standards
Designs for the Express Start Breakfast Bar must be able to accommodate the requirements as
specified in the Express Start Breakfast Bar Guidebook. The breakfast bar and the separate
30
coffee station must be permanently constructed and the design of each piece must coordinate
with the other.
Smart Roast® Coffee Station
A separate coffee station is required. Additional or separate coffee stations are allowed at other
locations in the hotel subject to approval from IHG’s Design and Plan Review Department.
See Design & Construction for additional specifications.
Breakfast Bar Equipment
American Quick Foods Pancake Machine

No later than March 31, 2011, all Holiday Inn Express hotels are required to offer “Make
Your Own Pancakes” to their guests daily. New hotels opening December 1, 2010, or later
must provide “Make Your Own Pancakes” upon opening. Existing hotels must provide this
service immediately upon receiving the pancake machine as per the IHG shipping schedule.
The pancake machine is provided to the hotels by American Quick Foods at no cost,
provided the hotels purchase and utilize the required batter for this machine.
The specified pancake batter for the American Quick Foods pancake machine is available
through the hotel’s local food distributor or directly from American Quick Foods.
A condiment tray, sourced from Core Concepts, is required to hold napkins, butter and
syrup. Hotels are required to purchase and display portion controlled syrup (minimum 1 oz.)
on the condiment tray for use with the pancakes. In addition to regular syrup, hotels may
purchase and display reduced calorie syrup on the condiment tray.
Illuminated Display Equipment

Illuminated Display Equipment must be in full view of the guest. Display equipment
requirements for hotels in the United States and Canada are specified in the Express Start®
Breakfast Bar Guidebook. Display illumination must be switched on 24 hours a day except
when the display is temporarily covered or stored for a function at the hotel. Inoperable
fluorescent bulbs must be replaced immediately. Note: A ground fault circuit interrupter
(GFCI) must protect electrical outlet(s) at the breakfast bar.
“Back-of-House” Equipment


“Back-of-House” Equipment is not in guests’ view and is not specified by the Express Start
Guidebook. It is used for storage, ware-washing, cleaning, and the production/dispensing of
beverages. All new hotels opening after September 12, 2008, and all existing hotels
relicensing after September 12, 2008, unless required earlier by local health department,
are required to have the following back-of-house equipment:
o
Three (3) compartment sink or alternative approved by local health department
o
Hand washing sink
Hotels may choose to also add the below equipment as required by local health department
or to facilitate food service:
o
Commercial grade refrigerated storage, commercial dishwasher, sinks, dry food
storage, ice machine, chemical cleaning dispensing unit
o
Coffee makers
o
Microwave ovens, low temperature convection ovens (for baking cookies and reheating hot food products to the proper temperature), popcorn machines.
31
Note: Microwave ovens are not permitted for use with the Express Start Breakfast Bar
and may only be displayed in the breakfast bar area for personal use by guests
outside of normal breakfast bar hours of operation.
Food & Equipment Safety
Cooking Food
Other than the pancake batter specified by American Quick Foods to be cooked in the American
Quick Foods pancake machine, food cooked at the hotel, or otherwise cooked non-commercially
(for example, in a private home), is prohibited. “Cooked” is defined as food items prepared from
raw ingredients. Examples include, but are not limited to, egg dishes prepared from uncooked
eggs and waffles prepared from mixes.
Cleaning & Sanitizing
Refer to the Express Start Breakfast Bar Guidebook for complete requirements for breakfast bar
cleaning and sanitizing. Equipment, merchandising pieces, display areas, and all food and
beverage containers/holders must be clean and spotless at the beginning of each breakfast. All
equipment used in food preparation and display must be regularly sanitized, as well as cleaned,
with an antibacterial cleanser approved for use in food service, and used according to the
instructions on the label. Tables and chairs must be cleared, cleaned and sanitized, after each
use, within five minutes of being vacated. Bus tubs are not allowed in the Breakfast Bar area. A
tray with a clean paper or cloth liner must be used for the accumulation of dirty dishes. If china,
ceramic, glass, and/or silverware are used, a commercial dishwasher must be utilized to clean
the dirty dishes.
Local Health Ordinance
The Breakfast Bar must comply with all local health department ordinances and codes. If a local
ordinance or code conflicts with the standards in this Brand Standards Manual or in the Express
Start Breakfast bar Guidebook, the hotel must abide by the direction of the local health
department and notify IHG’s Food & Beverage Department (1-770-604-2738) within 48 hours of
the health department’s finding. Additionally, the hotel must keep a copy of the local ordinance
or code on file for review during Quality Evaluations.
NSF International
NSF, the leading global provider of public health and safety risk management solutions, has
certified the equipment used on the Express Start Breakfast Bar. Express Start is the only hotel
Breakfast Bar of its kind to receive NSF Certification. The framed NSF Certification provided with
the Express Start materials in the New Hotel Opening Kit should be displayed in the Breakfast
Bar by the local Health Department Certificate.
Signage & Merchandising Materials
The Express Start Breakfast Bar package includes the following signs:

Service Available - must be displayed in a conspicuous location on or near the breakfast
bar, particularly for the benefit of travelers with disabilities

Trays Available - must be displayed whenever carryout trays (which are mandatory for the
breakfast bar) are stored out of guests’ view

To Go - must be displayed in a conspicuous location
32

Additional mandatory signs include an “Hours of Operation” sign and “No Smoking” signs.
All signage must be professionally designed and fabricated in keeping with the Great Room
and Breakfast Bar area décor. Merchandising specified in the Express Start Breakfast Bar
Guidebook must be displayed in the appropriate area at all times.
Bedding Collection
The Holiday Inn Express Bedding Collection sheets (fitted and flat) and pillowcases are
laundered daily unless the hotel offers and the guest opts to utilize the energy conservation
program.
Guest Bedding Supplies
The following items are required on each bed and must comply with all specifications:

One (1) duvet blanket

Two (2) flat sheets - with or without gold welt

One (1) fitted sheet

One (1) accent throw

Four (4) pillows (refer to Pillows section below)

Two (2) “Soft” pillows (refer to Pillows section below)

Two (2) “Firm” pillows (refer to Pillows section below)

One (1) zippered, fabric pillow protector for each pillow (see compliance information below)

Two (2) pillow cases embroidered “Soft”

Two (2) pillow cases embroidered “Firm”

One (1) dust skirt

One (1) mattress pad
Effective November 30, 2012, no additional items, including print collateral, may be placed on
the bed.
Duvet Blanket
In the U.S., Canada and in other countries and territories where available locally:

All hotels must use duvet blankets featuring the brand-approved Holiday Inn® Bedding
Collection or Holiday Inn Express® Bedding Collection (Simply Smart) use and care label.
In all other countries and territories:
Duvet blankets purchased after November 30, 2012, must comply with the following
specifications:

Hypo-allergenic quilted poly blanket

Fabric: solid white, 100% cotton, 200 thread count, single pick weave

Quilting: Knife edge stitch

Fill: 100% Polyester, #7 Denier, 32 mm, hollow, siliconized, blowable synthetic cluster fiber
33
Finished Sizes as follows or similar based on local bed dimensions:
Fill Weight Options
Bed Size
King
Queen/Double
Full
Blanket Size
104" x 89"
90" x 89"
82" x 89"
Cooler Climate
44 oz.
38 oz.
32 oz.
Moderate Climate
34 oz.
30 oz.
26 oz.
Warm Climate
30 oz.
26 oz.
22 oz.
Flat and Fitted Sheets
All hotels must use flat and fitted sheets featuring the brand-approved Holiday Inn Express®
Bedding Collection (Simply Smart) use and care label.
Flat and fitted sheets purchased after November 30, 2012, must comply with the following
specifications:

Sheets must be custom white-on-white, sateen weave pinstripe, 55% cotton/45% ringspun
polyester, with a minimum finished 200 thread count.

Custom flat sheet must include 3" self hem and may include a gold welt.
Flat Sheets

Full Flat Sheet: 85" x L115"

Queen Flat Sheet: 94" x L115"

King Flat Sheet: 112" x L115"
Fitted Sheets

Full Fitted Sheet: 54" x 80"

Queen Fitted Sheet: 60" x 80"

King Fitted Sheet: 78" x 80"
Accent Throw
All hotels must use the accent throw featuring the brand-approved Holiday Inn Express®
Bedding Collection (Simply Smart) use and care label.
Note: Hotels using the Revive or Breeze Standardized Room Décor schemes throughout the
guest room (soft and hard goods) may use the Revive or Breeze throw in lieu of the Holiday
Inn® Bedding Collection throw.
Accent throws must be approved by IHG Design and Plan Review.
34

Full/Queen Accent Throw: 60" X 70"

King Accent Throw: 60" X 90"
Bed Preparation
All beds in ready rooms must be made up, upon guest arrival with the middle sheet, duvet
blanket and top sheet folded back so that the pillows rest on the fitted sheet – not to be confused
with full turndown service, which is not permitted.
Standard Size Pillows Standards (**Impacted by a new standard**)
Impacted by new standard, until March 31, 2014, hotels must comply with the following
Standard-Size Pillows standards and associated specifications and requirements or hotels must
implement the new standard; see King and Queen-Size Pillows standard.
Soft and Firm pillows are required on all beds as follows:
Pillows Quantity and Type
For Hotels in Mexico & Latin America: Hotels are required to purchase pillows that meet IHG
specifications.
Manufactured specifications follow:

“Soft” Pillow: Filled with 19 Ounces of 100% polyester (cluster) blowable fiber balls, 6-7
denier hollow siliconized (slick) fiber.

“Firm” Pillow: Filled with 22 Ounces of 100% polyester (cluster) blowable fiber balls, 6-7
denier hollow siliconized (slick) fiber.
For hotels in the US, Canada and the Caribbean: Hotels must purchase the brand approved
pillows which feature the Holiday Inn Bedding Collection Brand Label from authorized suppliers.
Manufactured specifications follow, additional specifications apply, see above:
Alternative pillows
Alternative pillows (pillows other than the standard Soft and Firm pillows) which are offered upon
request are not required to carry the brand label.
On Queen, Double and Full Sized Beds:

Exactly two (2) soft pillows placed one in front of the other

Exactly two (2) firm pillows placed one in front of the other
On King Sized Beds:

Two (2) Soft pillows (as shown below)

Two (2) Firm pillows (as shown below)

A fifth pillow is optional on king sized beds. When provided, the following is required:

The number of pillows on king sized beds must be consistent throughout the hotel;
specifically, all king sized beds must either be made up with four pillows or with five pillows;
35
refer to the diagrams below for placement.

If the hotel elects to provide five pillows, the fifth pillow must be the designated Soft or Firm
pillow (can vary from room to room).
Pillow Placement
King (Option A)
King (Option B)
Queen/Double/Full
-King Headboard-
-King Headboard-
-QN/DBL/FULL-
Fir
F ir
o ft
o ft
Fi r
F ir
S
S
The front row pillows
should be touching edge
to edge at the center;
leave space between the
back row pillows
S
S
o
o
ft
ft
Fir
F ir
S
S
o
o
ft
ft
It is recommended, but not required, that all pillows are
placed such that they are touching edge to edge
When using (5) Pillows:
King (Option A)
King (Option B)
King Headboard
King Headboard
Soft +Fifth+Firm
Soft +Firm
Firm +Fifth+Soft
Firm +Soft
It is recommended, but not required, that all pillows are placed such that they are
36
touching edge to edge
Pillow Placement
Pillow cases must be positioned such that the open flaps face the outer edges of the bed. It is
recommended, but not required, that pillow case corners be pulled to form sharp corners and a
rectangle shape; not tucked to “round” the corners.
Pillow Cases
For Hotels in the U.S. and Canada: Hotels are required to purchase pillow cases that feature
the Holiday Inn Express branded tag, from authorized suppliers.
For hotels outside the U.S. and Canada: Hotels are required to purchase pillows that comply
with the following specifications:
Pillow cases must be custom white-on-white, sateen weave pinstripe, 55% cotton/45% ringspun
polyester, with a minimum finished 200 threadcount. Pillow cases must include a European flap
closure and a 3" self hem with an accent welt made of golden taupe top sheet fabric.
Pillow cases must be embroidered with Soft and Firm identifiers in script on pillow case hem.

Finish sized to appropriate size pillow: Standard: 20" x 28", 3" Hem
King and Queen Size Pillows (**Compliance as follows**)
*All hotels in the system before January 1, 2013, including those hotels that may be involved in a
PIP or renovation, are required to comply with the King and Queen-Size Pillows standard and the
associated specifications and requirements no later than March 31, 2014.
*Hotels opening January 1, 2013, or later must comply upon opening as a Holiday Inn Express
brand group hotel.
During an individual hotel’s transition from the Standard-Size Pillows standard to the King and
Queen-Size Pillows standard, hotels may follow path A, B or C below:
Transition Path A
(By Hotel)

Replace all pillows on the
same day.
Transition Path B
(By Individual Floor)

Replace all pillows by
floor on the same day.

Each floor must be 100%
compliant with either the
Standard-Size Pillows
standard or the King and
Queen-Size Pillows
standard.
37
Transition Path C
(By Room Type)

Replace all pillows by
room type on the same
day

Each room type on an
individual floor must be
100% compliant with
either the Standard-Size
Pillows standard or the
Example: Hotels taking
Transition Path B would be
considered in compliance if all
rooms on floor 3 comply with
the King and Queen-Size
Pillows standard, while all
rooms on floors 1, 2, 4 and 5
comply with Standard-Size
Pillows standard.
King and Queen-Size
Pillows standard.
Example: Hotels taking
Transition Path C would be
considered in compliance if all
King Single rooms on floor 3
comply with the King and
Queen-Size Pillows standard,
while all Double/Double
rooms on floor 3 comply with
the Standard-Size Pillows
standard.)
For Transition Paths B and C, the transition period may extend over several months, but a fast
transition is recommended. In no event may the transition period extend past March 31, 2014.
All hotels must provide exactly four (4) pillows on each made up guest room bed as follows:

Exactly two (2) pillows must be Soft

Exactly two (2) pillows must be Firm
Pillow Size:

King Beds: Pillows must be king-size pillows

Queen/Double/Full Beds: Pillows must be queen-size pillows
Pillow Labeling, Construction and Fill

All hotels must use Soft and Firm pillows featuring the brand-approved Holiday Inn® Bedding
Collection use and care label. These labeled pillows meet all brand specifications.

All hotels must use Soft and Firm pillows. Pillows must comply with the following
specifications:
King and Queen-Size Pillow Specifications
King-Size Pillows
Soft
Firm
Size: 20 X 36”
Cover Fabric: 230 Thread
Count 100% White Cotton
barrier weave or equivalent,
single pick, plain weave.
Filling: Approximately 27
ounces of 100% recycled
blown gel fiber, 4 denier with
a 1.25" cut length siliconized (slick) fiber
Size: 20 X 36”
Filling: 36 Ounces of 100%
recycled blown gel fiber, 4
denier with a 1.25" cut
length - siliconized (slick)
fiber.
38
Queen-Size Pillows
The actual ounces used
must produce a pillow with
substantially the same “feel”
as the branded pillow.
Construction: Double needle
cord edge with Blue piping.
cord edge with white piping.
Pillows must be machine
washable and
hypoallergenic. Only first
quality materials are
allowed.
washable and
allowed.
Care Label Law Tag
Care Label Law Tag
Size: 20 X 30”
Size: 20 X 30”
Filling: Approximately 23
ounces of 100% recycled
blown gel fiber, 4 denier with
a 1.25" cut length siliconized (slick) fiber.
Filling: 30 Ounces of 100%
recycled blown gel fiber, 4
denier with a 1.25" cut
length - siliconized (slick)
fiber.
cord edge with Blue piping.
cord edge with white piping.
washable and
allowed.
washable and
allowed.
Care Label Law Tag
Care Label Law Tag
Pillow Placement
Each bed must be made up as follows:

Exactly two (2) Soft pillows, placed one in front of the other
39

Exactly two (2) Firm pillows, placed one in front of the other

Pillowcases must be positioned such that the open flaps featuring the embroidery are visible
and are on the outer sides of the bed

Pillowcase corners should be pulled to form sharp corners and a rectangle shape; not tucked
to “round” the corners. Further, pillows should be fluffed – not compacted.

The pillows should be touching edge to edge at the center
Soft Firm
Soft Firm
Firm Soft
Firm Soft
OR
Pillow Designation
All Soft pillows must be in pillow protectors, and enclosed in pillow cases featuring the “Soft”
designation.

Brand-labeled Soft pillows feature Blue piping as an aid for housekeepers.

All Firm pillows must be in pillow protectors, and enclosed in pillow cases featuring the “Firm”
designation.

Brand-labeled Firm pillows feature White piping as an aid for housekeepers.
Pillow Cases
All hotels must use pillow cases with the designation “Soft” and “Firm.”

All hotels must use Soft and Firm pillow cases featuring the brand-approved Holiday Inn
Express® Bedding Collection use and care label. These labeled pillow cases meet all brand
specifications.

All pillow cases must comply with the following specifications:
King and Queen-Size Pillow Case Specifications
Pillow Case for Soft
Pillows
Pillow Case for Firm
Pillows
Color
Must exactly match the flat and fitted sheeting
Yarn Content and Thread
Count
Must exactly match the flat and fitted sheeting
40
Finished Dimensions
Queen:
20” x 30” plus 3” hem plus 8” finished European fold
King:
20” x 37” plus 3” hem plus 8” finished European fold
Embroidery
The word “soft” in all lower
case letters
The height of the letter “f” =
12.5 mm
The word “firm” in all lower
case letters
The height of the letter “f” =
12.5 mm
The hotel may use dual language or only the local
language as appropriate
Embroidery Location
The top of the letter “f” = 1.4375” from the edge
See image below
Bleach resistant thread dyed with minimum
Embroidery Thread Type/Color
41
(English) ~180 stitches per letter
Pillow case with 3" self hem with an accent
welt made of golden taupe or white top
sheet fabric
Construction
Flap
Pillowcases must include the 8” European
flap closure/pillow tuck
Coordination
Design and construction must match with
the exception of the words “soft” and “firm”
and the embroidery location of those words
Shrinkage
Less than 3%
Performance Specification
Minimum manufacturing and performance
specification: ASTM 5431-93 (01) except
for shrinkage as noted
Pillow Protector
Upon implementation of the King and Queen-Size Pillows standard, one (1) solid white,
appropriately sized, fabric and zippered pillow protector, is required on each pillow. Hotels may
purchase from any manufacturer and distributor.
Authorized Suppliers
All items featuring the Holiday Inn Bedding Collection and/or the Holiday Inn Express Bedding
Collection use and care label must be purchased from authorized suppliers.
Additional Pillows
Hotels may provide additional Soft and/or Firm pillow(s) in the room.
Effective November 30, 2012, these pillows, when provided, must be placed in closets, drawers
or armoires. (These are not required to be bagged unless they are provided as part of the
sleeper sofa bedding package.) Additional pillows must be in like-new condition. The
Additional Pillows standard also applies to pillows provided as part of the sleeper sofa supplies,
for rollaway beds or upon guest request.
In addition:

Until the hotel begins implementation of the King and Queen-Size Pillows standard,
additional pillows are limited to pillows that comply with the Standard-Size Pillows standard.

During the transition period (during implementation of the King and Queen-Size Pillows
standard) and until March 31, 2015, additional pillows must comply with either the StandardSize Pillow standard or the King and Queen-Size Pillows standard.

After March 31, 2015, all additional pillows must comply with the King and Queen-Size
Pillows standard.
Alternative Pillows (Where provided)
Alternative Pillows (e.g., down, u-shaped neck support, extra firm, pet beds, etc.) may be
provided upon guest request. Effective November 30, 2012, the following requirements apply:
42

Alternative pillows must be removed from the room at guest checkout.

Alternative pillows must not be delivered to guests in pillow cases featuring the Soft or Firm
designation. The pillow cases must be white, ecru or light pastel color (for identification and
removal purposes).
These pillows do not carry the Holiday Inn or Holiday Inn Express Bedding Collection label.
Recommended specifications are as follows:
Product
Alternative Pillows
Type
Specifications
Firm Density/Synthetic
Such as 24-oz. Pacific Coast Feather
Conformance Cluster Fill Pillow with T-230
barrier weave cover, or equal
Medium Density Down
Surround
Such as Pacific Coast Feather Down
Surround T-230 cotton 85% feather/15%
down 26-oz., or equal
Firm Density
Such as Pacific Coast Feather Density
Feather/Down Surround Chamber Pillow (feather and polyester) 20 x
26 - 30/6 oz
Neck Pillow
White, “U” Shape with minimum 70%
polyester/30% cotton tick; 10 or 12-oz.
highly siliconized 100% polyester fill
Bed Skirt
Bed skirts are required. Bed skirts are considered décor items; hotels must select new and
replacement bed skirts from the Express Standard Room décor program or purchase a custom
bed skirt approved by IHG Plan and Review as required by the Design Submittal Review
Process.
Bed skirt face fabric must meet the NFPA-701-99 fire safety standard.
Mattress Pad
For all hotels: Mattress pads that meet the following specifications are required and may be
purchased from any manufacturer and distributor.
Mattress Pad Specifications
Mattress Pad Standard
Through March 31, 2014, or until
implementation of the New
Mattress Pad standard (at right),
all mattress pads must comply
with the requirements and
Skirted Mattress Pad Standard
No later than March 31, 2014, all mattress pads must
comply with the requirements and specifications
below:
43
specifications below:


Sized to fully cover the top of
the mattress after normal
shrinkage due to laundering

Sized to fully cover the top and sides of the
mattress after normal shrinkage due to laundering

Constructed with a fitted “skirt” with a fully
elasticized bottom (14” skirt recommended)
All fabric, filler and fabrication
must meet or exceed local
applicable codes.

All fabric, filler and fabrication must meet or
exceed local applicable codes; must meet or
exceed Federal Standard #FF4-72 (flammability) –
or similar in countries outside the U.S.
In addition, for all
Pillow Top, Plush
Top or Euro Top**
mattresses:
In addition, for all Flat Top*
mattresses:


Felt type or
quilted type
Pillow topper type that
meets or exceeds the
following additional
specifications:
o
Outer Fabric: Minimum
T-200, 50% cotton 50%
polyester top tick and
bottom fabric; plain
white weave, white
thread, white stitching
o
Fill: 24 oz/sq. yd., 100%
polyester bonded or
conjugated
o
Construction: 8”
Diamond Quilted
Pattern
*Pillow Top, Plush Top and Euro Top, as used in this standard, refer to a mattress so
designated by the mattress manufacturers with additional comfort padding on the sleeping
side(s); all mattresses designated as pre-approved by IHG fall into one of these categories.
** Flat Top, as used in this standard, refers to a mattress without the additional comfort
padding necessary to be considered a Pillow Top, Plush Top or Euro Top mattress.
Linen Laundering
All pillowcases, fitted sheets and flat sheets from each occupied guest room must be laundered
daily. If the hotel offers a linen reuse program the policies and procedures of that program apply.
Accent throws, bed skirts and mattress pads should be laundered following the deep clean cycle
or when visibly soiled.
44
BRAND HALLMARK: In-Room Smart RoastTM Coffee
All guestrooms must have an in-room coffee maker with supplies provided free of charge to the
guest. In the U.S., the coffee used must be the proprietary Holiday Inn Express Smart Roast
brand with both regular and decaffeinated varieties available.
For coffee maker specifications & additional requirements see Hotel Guest Rooms: Guest Room
Equipment & Accessories.
BRAND HALLMARK: Priority Club® Rewards
All hotels within InterContinental® Hotels Group must participate in the Priority Club® Rewards
program, which is designed to reward frequent guests for their loyalty. Each hotel worldwide
must provide Priority Club® Rewards points or airline miles/points to members of the Priority
Club® Rewards frequent traveler program, but no hotel may provide more than the required
Priority Club® Rewards points or airline miles/points as established by IHG. All hotels must also
provide Priority Club® Rewards hotel level benefits to Priority Club® Rewards members with
every stay.
All compliance information is outlined in the Priority Club Rewards Standards and Reference
Guide found at https://www.ihgmerlin.com>Applications>PCR Standards.
Signage
Priority Club® Rewards Welcome signage must be displayed in the registration area of each
hotel as specified by Priority Club® Rewards (applications must be available, but may not be
displayed on the front desk). All compliance information is outlined in the Priority Club Rewards
Standards and Reference Guide found at https://www.ihgmerlin.com>Applications>PCR
Standards.
Member Recognition
All hotels must recognize PCR members during check-in. All compliance information is outlined
in the Priority Club Rewards Standards and Reference Guide found at
https://www.ihgmerlin.com>Applications>PCR Standards.
Priority Check-InSM for Gold and Platinum Members
All hotels must provide Priority Check-In service to Priority Club Rewards Gold and Platinum
members as required below and comply with the requirements and specifications for Priority
Check-In as specified by the Priority Club Rewards Program here and outlined in the Priority
Club Rewards Standards and Reference Guide found at https://www.ihgmerlin.com>
Applications>PCR Standards.
Each morning hotels must retrieve PCR Guest Arrival List through PMS to identify PCR Gold
and Platinum members arriving at hotel.
45
Hotels must pre-register all Priority Club Rewards Gold and Platinum members who make
guaranteed reservations prior to 8:00 a.m. on the day of arrival.
Pre-registration must include assignment of room and preparation of key and registration card.

Hotels must use the approved Priority Club Rewards Check-In key jacket to store the key
and registration card

Hotels may utilize and display their existing, approved Priority Club® Rewards check-in rack
provided it features the new Priority Club® Rewards logo and is in excellent condition. As
per the De-Cluttered Front Desk standard, the rack must not be placed on top of the Front
Desk. Priority Check-InSM racks featuring the prior logo may be utilized, but must not be
displayed within guests’ view.

Hotels shall identify member level on designated portion of key jacket and use member
name and level during the check-in greeting.

Hotels shall identify / assign upgraded rooms for Platinum members and tell Platinum
members they have been upgraded during the check-in greeting when upgrade is available.

It is mandatory that hotels designate a special area for Gold and Platinum members to
receive Priority Check-In service. The designated area must adhere to the following
guidelines:
Hotels must display at the front desk at all times the Elite Priority Check-In signage that meets
IHG specifications.
A member of hotel staff must manage/oversee this special area at all times and be available if a
Gold or Platinum member requires check-in.
Extended Check-Out
If the guest requests and upon availability, the hotel must extend check-out until 2 p.m. at no
additional charge.
Complimentary Newspaper
A complimentary newspaper, either local, national or international, must be provided Monday
through Friday. At check-in, guests must be informed, orally or in writing (by a sign at the front
desk or card handed to the guest), whether the paper will be delivered to the room, or if it is to
be picked up at the front desk or elsewhere.
Note: The Holiday Inn® Express brand currently requires a complimentary newspaper for all
guests. (See Complimentary Newspaper standards under Guest Rooms.)
Verifying Point Balance
If the guest requests, the hotel must provide the Priority Club Rewards member with their point
balance.
Hotel Room Upgrades for Platinum Members
Platinum members must be offered a complimentary upgrade as determined by the hotel, which
might include rooms on higher floors, corner rooms, newly renovated room, or rooms with
preferred view. The upgrade must be offered at time of check-in, based on availability, and will
only apply to the member's personal guest room. The hotel is not required to upgrade members
to suites.
46
Guaranteed Room Availability
When contacting the Priority Club® Service Center directly and guaranteeing the reservation with
a valid credit card, each Platinum member will be guaranteed one room for personal use, for
reservations made at least 72 hours prior to the date of arrival, except during special events that
result in extraordinary room demand, as determined solely by the hotel. Those special events
must be set-up in the HOLIDEX® Plus system in advance. The member will not be charged more
than the prevailing rate for the accommodation requested, and the member is not entitled to a
rate less than the prevailing rate. Once made, Platinum Guarantees may not be dishonored for
any reason. Platinum Guarantees do not apply to Reward Night reservations.
Express Check-Out
With the presentation of a satisfactory method of payment at time of check-in, Priority
Club® Rewards members are entitled to Express Check-Out.
Note: The Holiday Inn Express® brand currently requires Rapid Check-OutSM service for all
guests. See Rapid Check-OutSM standards under Mandatory Programs and Services.
Reward Nights
All hotels must accept Reward Night reservations. Reward Night inventory equal to 5% of
the hotel’s guest room inventory will be allocated in the HOLIDEX® Plus system for both
HIRO and non-HIRO hotels. The recommended price point for the IVANI (Reward Night)
rate code is 5% off C1. All hotel benefits, excluding Upgrades for Platinum Members, must be
honored for Priority Club® Rewards members in conjunction with their Reward Night stays.
Enrollments
All hotels must enroll a monthly minimum number of guests into Priority Club® Rewards.
Enrollment minimums will be based on both IHG brand affiliation and hotel size and must be
Qualified Enrollments. Monthly minimums are outlined in the Priority Club® Rewards Standards
and Reference Guide found at https://www.ihgmerlin.com>Applications>PCR Standards.
Priority Club Training
Priority Club Rewards training must be completed annually as specified by Priority Club®
Rewards. Approved Priority Club® Rewards material must be included in hotel New Employee
Orientation program. On-going training in Priority Club® Rewards will be customized and
requirements outlined by position and by region are outlined in the Priority Club® Rewards
Standards and Reference Guide found at https://www.ihgmerlin.com>Applications>PCR
Standards.
Priority Club Champion (PCR Champion)
Effective January 1, 2013, each hotel must designate an employee as its PCR Champion. This
person will be the hotel’s PCR knowledge expert. This role does not require that an employee
be dedicated solely to PCR duties. The PCR Champion must be responsible for the following:

Monitoring PCR standards performance

Managing enrollment programs

Ensuring all front desk staff and new employees complete PCR training

Providing for consistent delivery of Priority Club member benefits at the hotel
Note: New hotels should assign the role of PCR Champion within two weeks of opening.
47
PCR Champion Specifications:
 The PCR Champion role must be assigned on Priority Club Source (PC Source) by the
hotel General Manager or designated manager
o A maximum of two (2) PCR Champions can be assigned per hotel
 GM must ensure the PCR Champion has access to the following resources in order to
serve in their Champion role:
o Merlin (ID must be obtained for each Champion)
o Priority Club Source
o Loyalty Connect
o myLearning
o Performance Tracker
 Champion must log into PC Source and complete PCR Champion Profile found on
Champions Corner
 PCR Champion must complete the following training within two (2) weeks of being
assigned the role of PCR Champion:
o PCR Training modules and assessments as specified by the PCR Training Standard
o PCR Champion Training as specified by the PCR Champion Program
 PCR Champion should attend scheduled Champion webinar sessions or, at minimum,
must review the playback of sessions.
 In the event the PCR Champion leaves the employ of the hotel, the GM must assign a
new PCR Champion within two weeks of departure and comply with all these
requirements as listed.
Hotels must comply with the specifications listed above and provide proof of compliance during
quality evaluations.
Priority Club Meeting Rewards
Introduction
IHG hotels in North America are required to participate in and support the Priority Club Meeting
Rewards Loyalty Program (a member designation profile within the existing Priority Club®
Rewards program structure). The program is designed to reward meeting planners for their
loyalty. Each hotel must provide Priority Club points to program members who book and
consume qualified meetings based on the terms and conditions of the program.
Qualified Meetings
A meeting must meet the following criteria in order for program members to receive Priority Club
points under the Priority Club Meeting Rewards Program:

Ten (10) or more guest rooms consumed for at least one night of the meeting. May also
include food and beverage and/or other meeting room revenue associated with the meeting,
but not required.
48
Earning Structure
Members shall be awarded three (3) Priority Club points for each eligible USD spent in
association with the terms and conditions of the program. Eligible meeting charges are defined
as follows:

Meeting room rental fees (if/when applicable) charged to the Master Bill

Meeting food and beverage (non guest-room related) charged to the Master Bill

Total negotiated group block room revenue (i.e., negotiated rate multiplied by the number of
rooms consumed) either charged to the master bill or paid for individually by meeting
attendees
Taxes, gratuities, and any charges issued and paid directly to third party companies are not
eligible for points.
Special Note: Priority Club points will not be issued to individual Priority Club Rewards
Members who are meeting attendees if their room is billed to and paid for under a master
account for stays in conjunction with the group/meeting. Priority Club Members who pay for
guest rooms individually will be eligible to earn points in conjunction with current Priority Club
terms and conditions. All negotiated group rates for meetings (booked by planners with the
Meeting Planner designation within the Priority Club Rewards program) are qualified rates.
Earning Requirements
In order to earn points within the structure of the Priority Club Meeting Rewards Program, the
Meeting Planner must be an active member of the Priority Club® Rewards program, and be
designated as a member of the Priority Club Meeting Rewards Program. Both criteria must be
met by the time the contract is signed, and earnings eligibility must be specified in the contract. If
the Meeting Planner does not have membership in the Priority Club Meeting Rewards Program
at the time of contract signing and would like to join the program, the hotel must take the
appropriate steps to enroll the Meeting Planner before the contract is signed. The Meeting
Planner’s membership number must be included in the contract. Points will not be retroactively
awarded to Meeting Planners who enroll in the program after the contract is signed.
Points Cap
Eligible meetings will have a published points cap at 60,000 points, however hotels will have the
ability to offer incremental bonus points at their sole discretion.
Point Costs
Point costs for the Priority Club Meeting Rewards Program will be assessed at a rate of 1.2% of
the qualified meetings revenue. Point costs will be billed to hotels according to the standard
Priority Club billing cycle. Point costs for the Priority Club Meeting Rewards Program are subject
to change only upon approval by the IAHI board.
Hotel Procedures
On a weekly basis, for each consumed meeting, a member of the hotel sales department must
visit https://www.ihgmerlin.com>Applications>PCMR Submissions to enter applicable data about
each qualified meeting. This process must be followed in order for points to be awarded to
Meeting Planners within the time window described under the terms and conditions of the
program.
49
Elite Status Qualification
Program members will receive Gold Elite status following consumption of their first eligible
meeting booking, and Platinum Elite status following consumption of their second eligible
meeting booking within the same calendar year. Elite status benefits will apply for personal
Meeting Planner travel not in conjunction with a meeting/event. Points premiums/bonuses for
elite status are funded by Priority Club Rewards and do not apply to the points earning structure
for meetings.
BRAND HALLMARK: Smart ConnectSM Guest Communications
Free Local & 1-800 Calls
Free High-Speed Internet Access
Free Local and 1-800 Telephone Calls
Free local and 1-800 telephone calls from guest rooms must be provided at all Holiday Inn
Express hotels. For complete Telecommunications Standards, refer to Technology:
Telecommunications & Hotel Web Site Standards.
Free High Speed Internet Access (HSIA)
Hotels in the U.S. and Canada: As of January 31, 2011, all hotels must be compliant with the
following revised HSIA standard and HSIA Specifications found within these standards.
HSIA is defined as the hardware, software, and support services needed to deliver high speed
Internet access (wired and wireless, as further required and recommended by this Standard) to
hotel guests and other users, such as meeting attendees, who use their own computers or
Internet enabled devices in the guestrooms, meeting rooms and public areas. Each hotel must
have High Speed Internet Access (HSIA) installed and available in the following capacities and
as specified in this standard.
Area of Hotel
Public Areas
Minimum Requirement
(See HSIA Specifications found
within this section)
Meeting Rooms
All Meeting Rooms
Guest Rooms
100% of Guestrooms
The HSIA Standard provides for content access, security, network speed, and support, as well
as billing of services to the end user, as applicable. For additional requirements see HSIA
Specifications.
Hotels must comply with the IHG Technical Specifications for High Speed Internet Access
found at https://www.ihgmerlin.com>Brand Standards>Topic items), which is also incorporated
into this Standard by reference.
50
Note: The capitalized term “User” refers to any authorized individual accessing HSIA, such as
hotel guests, visitors, and meeting attendees.
InterContinental Hotels Group (IHG) Vendor Compliance
Providers of HSIA services must fully comply with the technology requirements stipulated by IHG
for both wired and wireless systems deployed in the U.S. and Canada, which may be revised
from time to time.
To ensure the consistency of the guest experience, Internet content, security, network speed,
equipment requirements and billing services to the User, hotels must choose qualified HSIA
suppliers that meet all technology requirements described in this Standard and the
accompanying IHG Technical Specifications for High Speed Internet Access.
Access Codes: Applicable to All Areas of the Hotel
For wired and wireless installations, access codes (which may be, for example, (1) a hotelprovided code; or (2) an authentication method, such as guest last name plus room number)
must be used to access HSIA by all Users, and all security requirements must be followed as
provided in the IHG Technical Specifications for High-Speed Internet Access. These
requirements include the frequency with which the access codes must be changed.
Meeting Rooms
All hotels must install HSIA into all meeting rooms. Each HSIA installation must be wired,
wireless, or a combination thereof in accordance with the IHG Technical Specifications for
High-Speed Internet Access.

All wireless installations must have at least one dedicated Ethernet / Wireless bridge.

At least one meeting room in each hotel must have at least one wired HSIA connection port.

Hotels may charge for HSIA in meeting rooms at their discretion.
Note: It is recommended that all meeting rooms have at least one wired HSIA connection port.
Guest Rooms
All guest rooms must have HSIA installed. The HSIA installation must be wired, wireless or a
combination thereof in accordance with mandatory System Requirements described in the IHG
Technical Specifications for High-Speed Internet Access and per the applicable Brand
Specification to 2009 HSIA Standard.
Public Area(s)
The Public Area(s) must have wireless HSIA installed in accordance with the IHG Technical
Specifications for High-Speed Internet Access and per the HSIA Specifications.
System Requirements**
** Items are technical in description and/or in matters of compliance, and are clearly understood
by qualified HSIA suppliers. Definitions can be found in the IHG Technical Specifications for
High-Speed Internet Access at https://www.ihgmerlin.com>Brand Standards>Topic items.
51

Basic Functionality:
o
If a wired access port is provided, the hotel must provide at no charge an Ethernet
cable in like new condition
o
HSIA must be at all times accessible by Users (i.e., “always on”)
o
Device Connections: All hotel HSIA wired and wireless connections in meeting
rooms and guestrooms must support the Users’ Ethernet and WiFi devices in
accordance with the requirements provided in the IHG Technical Specifications
for High-Speed Internet Access.
o
Support: Hotels and their HSIA vendors must provide support at no charge 24hour a day, 365 days a year (including all weekends and holidays) for Users and
hotel staff via a toll-free number. All features and intended uses of HSIA must be
supported, including but not limited to HSIA system access (including bandwidth
and HSIA availability), billing issues, VPN configuration, static and public IP
configuration, etc. Refer to the HSIA Specifications for additional requirements.
o
Plug and Play: HSIA must be “plug and play” such that Users are not required to
install any additional software or software drivers, or make changes to the network
settings in their computers or other devices in order to use HSIA.
o
Internet Connection - Minimum Network Requirements to the ISP (Internet
Service Provider): HSIA must provide a minimum shared connection to the ISP
of 7.5 Mbps (a minimum of 1 Managed T1 and a minimum 6 Mbps Cable/DSL
Circuit). The Hotel must obtain a minimum of twenty (20) public routable static IP
addresses for use with virtual private network (VPN) access. IHG has provided
the following suggested minimums for hotels with higher HSIA usage, such as
larger hotels, hotels with a great deal of meeting space, hotels in urban or airport
locations, etc. Consult with the hotel’s Internet Service Provider (ISP) to
determine the best solution.
Rooms
141-220
Suggested Minimum
7.5 Mbps (Minimum speed required for all hotels)
141-220
10.0 Mbps (Recommended increase)
221 and more
15.0 Mbps (Recommended increase

Multihoming Solution: Hotels must implement a multihoming solution, which is defined as
having multiple combined (bonded) connections/circuits (T-1, DSL, and/or cable) to the
Internet. Multihoming provides for redundancy and backup in case of Internet service
disruption.

Bandwidth Management: A bandwidth management solution must be deployed with HSIA.
The bandwidth management solution must be engineered to provide the highest priority to
HTTP (Web surfing), POP3 (email), or any other network protocol as outlined in the IHG
Technical Specifications for High-Speed Internet Access. Note: Bandwidth
management capabilities may already be part of the Hotel’s current HSIA equipment. The
Hotel’s ISP should be consulted.

Compatibility: HSIA must be fully compatible and certified for use on computers using any
operating system that supports TCP/IP connectivity.

VPN Support: HSIA must support Virtual Private Network (VPN) for leading VPN clients.
This applies to common client and firewall software that may already be installed on User
devices.
52

SSID Requirements (wireless network name that Users will see): All Wireless Access
Points (WAPs) must have a consistent naming convention so as to be identifiable to the
Users.

An approved SSID includes the brand-specified SSID Prefix followed by the hotel specific
SSID Identifier, for a maximum of 32 characters. Refer to HSIA Specifications for the
appropriate naming convention for each brand.

Hardware / Software: All HSIA hardware and software must be enterprise grade and
industry compliant, as required in the IHG Technical Specifications for High-Speed
Internet Access.
o
Code Standards: All installed equipment must comply with Underwriters
Laboratory Standards (“UL Standard”). For U.S. Hotels: HSIA must also comply
with FCC requirements Part 68 and Part 15, which regulate connecting to the US
telephone network and unlicensed RF devices. For Canadian hotels, similar
Canadian regulatory compliance is required. Installations of all equipment must
be in accordance with local building codes in all areas, including, but not limited
to, wiring, cabling and power distribution.

System Reliability: A pro-active monitoring and Mean-Time-To-Repair (MTTR) clause
must be provided and sufficiently defined in the hotel’s Service Level Agreement (SLA)
section of the HSIA supplier contract. See the IHG Technical Specifications for HighSpeed Internet Access for details. Barring catastrophic events, the MTTR must be no
longer than twenty-four (24) hours.

Wireless Systems: All Wireless Access Point equipment must be enterprise grade
equipment. All Wireless Access Points must be securely mounted and hidden from public
access to reduce the possibility of theft and tampering. Internal management of Wireless
Access Point configurations must be password protected and further secured through an
SSL connection. Minimum Acceptable Signal Strength must be at least -70dBm in all
applicable areas of the hotel. Users must be able to access wireless HSIA from convenient,
readily accessible areas in each guest room.

Authentication Gateway/VBN Server Passwords: Security passwords must be changed
each month.

System Documentation: System documentation is required for all Routers, Switches,
WAPs, Ports, VLANs, Circuits, Servers, Firewalls, Infrastructure and any other system
component used within the Guest HSIA System.
Security
Items in this “Security” section are technical in description and/or in matters of compliance, and
are clearly understood by qualified HSIA suppliers.
The hotel must provide reasonable and sufficient security for all systems to provide segregation
and protection for the PMS/POS, hotel and User environments at all times. The hotel is
responsible for assuring that the HSIA and associated network connections meet all regulatory
and contractual obligations which may apply to said systems and networks. In addition, the
minimum security standards as outlined below and in the IHG Technical Specifications for
High-Speed Internet Access must be adhered to by hotel management and consulted prior to
any contractual agreement being entered into and any implementation commenced by an HSIA
service provider.

Port-to-Port Security: HSIA must provide port-to-port security, such that no User can
access or view the computer, data or network of any other User using HSIA. An Ethernet
VLAN switch is typically required to achieve this requirement. Port-to-port security must be
provided for all of the following combinations, and any other combination, as applicable:
53

o
Room-to-Room Security: Guest room users must not be able to access or view
the computers, data or network of guest room users in different guest rooms
through the HSIA network.
o
User-to-User Security: When Users are connected through the same Access
Point in a WiFi HSIA environment, such Users must not be able to access or view
the devices, data or network of other Users of that Access Point.
o
Hotel-to-Room Security: Hotel staff must not be able to access or view the
computers, data or network of guest room users through the HSIA network. The
Hotel shall be responsible for physical security of any router, switch,
administrative computer, and other network access points.
o
Internet-to-Room Security: Non-Users, i.e., individuals outside the hotel, must
not be able to access or view the computers, data or network of guest room users
through the HSIA network. This will require a firewall.
o
Room-to-Hotel Security: Guest room users must not be able to access or view
the computers, data or network of the hotel LAN through the HSIA network.
o
Internet-to-Hotel Security: Non-Users, i.e., individuals outside the hotel, must
not be able to access or view the computers, data or network of the hotel LAN
through the HSIA network. This will require a firewall.
o
Meeting Rooms-to-Meeting Rooms: Users in one meeting room shall not be
able to access or view the computers, data or network of Users in another
meeting room through the HSIA network. Additionally, Wireless Access Points
installed for meeting room purposes shall not broadcast Service Set Identifiers
(SSID).
o
Public Area and Meeting Rooms-to-Guest Room Security: Users, such as
users in public areas, meeting rooms, and the like, must not be able to access or
view computers, data or network in guest rooms through the HSIA network.
o
Property-to-Property Security: Users at one hotel shall not be able to access or
view another hotel’s computers, data or network through the HSIA network.
Exceptions will be granted via waiver in specific circumstances, such as when
hotels request to be networked together.
o
V-LAN Access: HSIA must support the ability to enable certain ports to be open
or to share information and thereby create a “virtual LAN” (V-LAN) to allow a small
group of Users to share information among themselves and still be secured from
others as described in this Port-to-Port Security section.
o
Private Network Capability: HSIA must be capable of providing a private
network function to specific Users who request the networking of computer
devices within the hotel, such that the port-to-port security function would be
disabled for such a sole and specific purpose. The private network must be
provided without compromising the security of other Users. It is recommended
that hotels disable each implementation of a private network upon departure of the
Users of such private network.
Ethernet/Wireless Bridge: The hotel must be able to provide on demand an
Ethernet/Wireless bridge. This is generally to accommodate guest room users who are
concerned about security in a public wireless network environment, and/or who require
wired access. The minimum number of such devices must be equivalent to five percent
(5%) of rooms in hotels that only provide wireless access. Each hotel must provide
sufficient training to applicable staff to support device use, available from the device vendor.
Each Ethernet/Wireless Bridge must provide encryption to effectively secure guest traffic
between the User’s device and the Wireless Access Point, and vice versa. The
Ethernet/Wireless Bridge must also be simple for the User to install, and must not require
installation of software or re-configuration of the User’s computer or other device.
54
o
The authenticating gateway server must be capable of auto-sensing static IP
addresses for VPN access. HSIA must be able to provide SMTP routing,
outbound SPAM control and bandwidth limiting per User device.
Content
IHG retains the right to exercise control over any content displayed or otherwise made available
to Users through any HSIA installation, including but not limited to the authority to require the
removal of any content that promotes competing hotel brands, inappropriate use of IHG logos or
trademarks, illegal activities, and other content as IHG may decide to be inappropriate, in its sole
discretion.

In order for Users to have a consistent experience, each hotel must employ the content and
order of the following pages as designated by IHG.

The brand-specified Start Page is required and must include the IHG-approved ”Terms of
Use of Internet” language. Because there are certain risks associated with network security,
hotels must advise all Users that each User assumes the risks associated with accessing a
public network. This Start Page must also prominently display any daily charges that may
be incurred by the User(s) for HSIA access, as applicable.
For technical specifications, refer to the IHG Technical Specifications for High-Speed
Internet Access, which can be found at https://www.ihgmerlin.com>Brand Standards>Topic
items.
HSIA Specifications
These following “specifications” define the minimum requirements for the implementation of
HSIA.
HSIA Pricing
Guests must not be charged for use of HSIA in guest rooms, but hotels may charge for meeting
room and public space access to HSIA.
Public Area(s)
The Public Area(s) must have wireless HSIA installed in accordance with the IHG Technical
Specifications for High-Speed Internet Access.

Public areas include the lobby, restaurant(s), lounge, and any other hotel location accessible
by Users. Hotels may charge Users, whether or not such Users are hotel guests, for use of
HSIA in public areas, at the hotel’s discretion.
If one or more Business Center is provided at the hotel, including those run by a third party, any
and all Business Centers must have wired HSIA. All Business Center HSIA installations must
comply with the general requirements in the IHG Technical Specifications for High-Speed
Internet Access.
Additional Requirements: System Requirements

Support: The support number must be clearly identified on professionally prepared signage
in the guest room and in the Guest Services Directory.
55

SSID Requirements (wireless network name that Users will see): All Wireless Access
Points (WAPs) must have a consistent naming convention so as to be identifiable to the
Users.
An approved SSID includes the brand-specified SSID Prefix followed by the hotel specific SSID
Identifier, for a maximum of 32 characters. See table below:
Hotel Brand
SSID Prefix
SSID Identifier
Holiday Inn Express
Holiday Inn Express & Suites
Holiday Inn Express Hotel & Suites
HI Express + space
Hotel name
(up to 21 characters and
spaces; abbreviations
permitted)
Hotel Brand
SSID Prefix
SSID Identifier
Holiday Inn Express
Holiday Inn Express & Suites
Holiday Inn Express Hotel & Suites
HI Express + space
Hotel name
(up to 21 characters and
spaces; abbreviations
permitted)
Example: The SSID for the Holiday Inn Express & Suites Atlanta Airport Southeast would be HI
Express Atlanta Airport SE.
Additional Requirements: Content

Immediately following the Start Page, the brand-specified Log-In Page must be provided,
with a field to enter an access code (for both wireless and wired installations).

Once the User has successfully logged in to HSIA and proceeds to the Internet, the brandspecified Hotel Splash Page must be provided immediately following the Log-In Page. The
Hotel Splash Page is further defined in the eHost® Holiday Inn Express brand standard.

Only IHG-approved in room collateral, including access code cards, may be placed in the
guest rooms.
56
VI.
STAFFING & TRAINING
Staffing
All hotels must have a full time General Manager on premise who manages the day-to-day
operation of the hotel. This individual must not hold the position at more than one hotel.
The hotel must also have a dedicated Breakfast Host during Express Start® Breakfast Bar hours.
All hotels must have a dedicated Director of Sales or an employee certified to perform this
function (hereafter referred to as the “DOS).
The position of DOS need not:

Be an employee dedicated solely to DOS responsibilities. An employee serving in the
capacity of DOS may have other responsibilities as well.
The position of DOS must:

Be held by a full time employee of the hotel owner (or management company, if applicable).
The position of DOS may:

Be shared among more than one IHG hotel under common management or ownership.
For hotels entering the system on or after the compliance date of this Standard, the DOS role
must be assumed no less than 60 days prior to opening as a Holiday Inn Express brand hotel, to
actively market and pre-sell the hotel. Training and initial certification credentials are required,
further defined below. Following the opening of the hotel, the DOS serves as the primary point
of contact with IHG’s Global Sales department, and must undergo annual re-certification. For
hotels in the system prior to the compliance date of this Standard, training and initial certification
credentials are required, as well as annual re-certification, further defined below.
Training
All hotels in Mexico are required to complete training in accordance with the regional training
plan. Compliance letters are distributed to the hotels by the Regional Training Team each
February. Questions may be directed to [email protected] or (52) 333 648 5326.
All hotels outside the U.S., Canada and Mexico are required to complete training in
accordance with the regional training plan. Questions may be directed to [email protected].
All hotels in the U.S. and Canada must comply with Holiday Inn Express Training and
Certification Standards as follows:

General Manager Training

Department Head Training

Employee Service Culture Training
57
A Training Log must be maintained at each hotel and available for inspection by IHG personnel
upon request. A printable copy of the approved Training Log is online in myLearning within the
Manager’s Dashboard at https://www.ihgmerlin.com.
Guest Experience Champion (GEC)
Every hotel must identify an individual as the Guest Experience Champion (GEC). The individual
designated as the GEC cannot also be the General Manager. The Guest Experience GEC will
be pivotal to delivering our branded guest experience and will be responsible for the consistent
delivery of the guest experience. Key areas of responsibility will be to anticipate the needs of
guests and identify the operational barriers to delivering the branded guest experience.
Recommendation is to develop the Champion over time into a full time dedicated position. This
will differentiate our service delivery from the competition and enhance guest loyalty by allowing
the Champion to focus fully on the outlined role.
Initial Certification Requirements:
Satisfactory completion of initial certification is required for the following positions (or for the
person who performs the duties of each of these positions):

General Manager

Guest Service Manager

Director of Sales

Executive Housekeeper

Chief Engineer
Notes:

The General Manager (GM) must pass a test given by the instructor on the last day of the
GM Program. A score of 80% or better must be achieved before receiving certification.

If a department head leaves the Holiday Inn Express system for twenty-four months or more
and then returns to the system, that person must complete initial GM or department head
certification within 180 days of assuming the position or as indicated in the table below,
whichever is sooner.

Department heads are also encouraged to have the current AH&LA (American Hotel &
Lodging Association) certification as shown in the following table. Because individual
backgrounds vary widely in the industry, department heads may pursue the certification
designations through one of three different plans through the Educational Institute
Professional Development Department (1-888-575-8726).
58
CERTIFICATION SCHEDULE & REQUIREMENTS
Position
General
Manager
Certification
Initial Certification Timing
AH&MA
Designations
1. NHOPs and Open Hotels,
through 2/25/2010 - Between
30-180 days of assuming the
position
1. Holiday Inn Express
General Manager Program
As of 2/26/2010 – Must be
registered for training within
sixty (60) days of hire, and
must have completed
certification training within
120 days of hire.
General
Manager OR
Designee
2. Brand approved Service
Culture training – Leading the
Guest Experience workshop.
2. NHOPs: Must complete
the Leading the Guest
Experience workshop 30-45
days prior to hotel opening.
1. F&B Certification:
Managing Express Start
1. Existing hotels as of
3/1/2011: Must earn
certification by 6/30/2011.
Hotels opening after
3/1/2011: Must register for
training no more than 60 days
after opening and earn
certification no more than 120
days after opening (it is
recommended that hotels
earn certification prior to
opening).
NOTE: After initial
certification, hotels are
required to have a minimum
of one employee certified in
F&B on staff at all times, the
General Manager or the
designee. Certification is
valid for 24 months provided
the employee is continuously
employed at the hotel.
59
CLM strongly
encouraged
but not required

Director of
Sales or
equivalent – if
GM is acting as 
DOS
Complete Brand approved 
Service Culture training
within 90 days of hire or
assuming position
Successful completion of

IHG Sales Professional
Onboarding (3 modules)
within 30 days of hire
Complete Brand approved
Service Culture training
within 90 days of hire or
assuming position
Complete IHG Sales
Professional Onboarding
(3 modules) within 30 days
of hire or assuming position
AND

 NHOPS: Must complete
one “Sales by Segment”
class no less than 30 days
prior to opening
One (1) IHG Sales by
Segment Centra Class
AND
IHG Way of Sales: Solution  Open Hotels: Must
Selling (Abridged) course.
complete one (1) Sales by
Segment” course within 60
Note: As of April 24, 2012,
days of assuming the role
Directors of Sales that have  IHG Way of Sales: Solution
successfully completed
Selling Abridged within 120
Increasing Sales Productivity
days of hire or assuming
prior to June 12, 2012, must
position
complete the Solution Selling
Abridged course no later
than June 1, 2013.
It is highly recommended
that hotels with a dedicated
DOS and/or hotels in city,
suburban and airport
locations have their DOS
successfully complete the full
IHG Way of Sales: Solution
Selling, Level 1 course within
90 days of hire or assuming
position instead of the
required abridged course.
Note: Must earn one (1)
credit in approved sales
training per year (total per
hotel)
60
CHSP/CHME
strongly
encouraged, but
not required.
Guest Service
Manager
(or equivalent)
1. Holiday Inn Express Guest
Service Manager workshop
1. Within 180 days of
assuming the position
Executive
Housekeeper
(or equivalent)
For Hotels outside
the U.S. and
Canada
Attend IHG Housekeeping
workshop
Within 180 days of assuming
the position
For Hotels in the
U.S. or Canada
Executive
Housekeeper
(or equivalent)
Hire Date after 6/18/2010:
Hire Date after 6/18/2010:
Attend IHG Sparkle
Housekeeping workshop.
Must be registered for training
within sixty (60) days of hire,
and must complete training
within 120 days of hire.
(Hire Date also
applies to
employees
promoted to the
position)
Hire Date prior to 6/18/2010:
Hire Date prior to 6/18/2010:
As of 12/31/11, attend IHG
Sparkle Housekeeping
workshop.
As of 12/31/11, must be
registered for training within
sixty (60) days of hire, and
must complete training within
120 days of hire.
Chief Engineer (or
equivalent)
Preventative Maintenance
Essentials Workshop
(HoliKareSM)
Within 180 days of assuming
the position
Guest Experience
Champion (may be
a part time shared
role)
Brand approved Service
Culture training – Leading the
Guest Experience workshop
& Championing the Guest
Experience workshop.
NHOPS: Must attend the
Leading the Guest
Experience workshop with
GM 30-45 days prior to hotel
opening. And, must attend
the Championing the Guest
Experience workshop within
the first 60 days after the
opening of the hotel.
Open Hotels: Must attend the
Championing the Guest
Experience workshop within
60 days of being identified for
the role.
61
CRDE
strongly
encouraged
but not
required
CHHE
strongly
encouraged
but not
required
CHHE
strongly
encouraged
but not
required
CEOE
strongly
encouraged
but not
required
Annual Training Credit Requirements:
Each hotel in the United States, Canada and the Caribbean is required to obtain a total of eight
(8) Annual Training credits per calendar year.

One of which must be the Managing Express Start workshop. Attendance of the Managing
Express Start workshop is valid for 24 months provided the employee is continuously
employed at the hotel where certification was obtained for the 24 month period.

The eight (8) Annual Training Credits may be acquired by attending any accredited training
course offered by IHG.

On occasion, a specific workshop may be designated as mandatory by IHG in order to fulfill
the required Annual Training Credit requirement.

Annual Training Credits must be obtained by a minimum of four people within the hotel, one
of which must be the General Manager with, the other recommended attendees to be
department heads or potential new managers.

Initial certification credits as defined in the Initial Certification Requirements section above
apply to the Annual Training Credit total.

Recommended Annual Training Credit allocation:
Subject Area
Number of Credits
Revenue
Sales (mandatory)
Service & Quality
Leadership
Food & Beverage
Elective
Additional IHG Initiative
Annual Credit Training
Minimum Total
2
1
2
1
1
1
As required by Brand
8
New Employee Orientation & Employee Service Training
The orientation for newly hired employees must occur within seven (7) days of beginning work.
On or before the first day of work, all employees must receive training on safety, security, and
emergency procedures Documentation must be available upon request. Each hotel must
individualize the orientation to include the following:

Overview of the hotel and each department’s operation

Position description and expectations

Tour of the hotel, including Breakfast Bar and guest rooms

Uniform requirements

Specific hotel and/or management company information
All employees must receive brand service training, and team Leaders must train all new
employees on all modules of “Stay Real – Delivering the Guest Experience within thirty (30)
days of hire.
62
Service Culture
A large part of the guest experience is driven by guest service. Developing a service culture
within the hotel and then delivering exceptional guest service is the focus of the service
program. The program requires that the hotel develops and implements an ongoing customer
service plan. This plan must be continuously reviewed within each department to guarantee a
consistent, professional, and superior level of service to all guests.
New Hotel Opening Service Training
The hotel must designate a Guest Experience Champion at least 45 days prior to opening.
The General Manager and Guest Experience Champion will attend a regional “Stay Real Leading the Guest Experience” workshop 30-45 days prior to the hotel opening.
The GEC must facilitate the “Stay Real - Leading the Guest Experience” training module to all
Team Leaders on property no later than 8 days before the opening of the hotel.
Team Leaders must train their staff on all modules of the “Stay Real - Delivering the Guest
Experience” no later than 30 days after the hotel opens.
The Guest Experience Champion will attend a regional “Stay Real - Championing the Guest
Experience” workshop within the first 60 days after the hotel opens
Sales Plan
Each hotel must develop and implement a sales plan that is appropriate to the hotel’s market.
On-Site Training & Consulting
When offered, each hotel must participate in on-site training and/or consulting session(s) with
mandatory attendance by the GM, designated Department Heads, and other designated staff.
The Principal Correspondent of the hotel must attend at least one on-site session per year and is
strongly encouraged to attend all on-site sessions.
During these on-site sessions, IHG personnel may offer consultation and assistance in
developing tailored customer service plans, revenue plans, training plans, quality control plans,
and/or sales plans for the hotel. Hotel management is responsible for implementation and
maintenance of all such action plans generated during on-site training and consulting sessions.
A service plan and a sales plan are mandatory for each hotel. The hotel must provide the trainer,
consultant, or Area Manager with a complimentary guest room, meeting room, and required
equipment.
Data Privacy Training
The General Manager of each hotel and all appropriate department heads and staff must
participate in Data Privacy Training as may be provided by IHG, concerning privacy of guests'
personally identifiable data and credit card information: attend on-site training/consulting
session(s); view privacy training videos; and read privacy training materials, whether delivered to
the hotels or posted on Merlin.
Each hotel must include such written materials as IHG may provide in each hotel's New Hotel
Opening Program and New Employee Orientation materials.
63
Hurricane Preparedness Workshop
In addition to current training requirements, all licensees or General Managers and selected
hotel staff within hurricane zones but not limited to hotels that are outlined below must attend a
Hurricane Preparedness Workshop. The workshop’s focus and content may change from time to
time due to new technology and/or safety enhancements.
Required States and Regions to Attend
Eastern Coastal Seaboard
States
Florida
Gulf Coastal Seaboard States
Mexico
Caribbean
VA, NC, SC, GA (within 100 miles of coastline)
Entire State of Florida
AL, MS, LA, TX (within 100 miles of coastline)
Within 100 miles Gulf of Mexico Coastlines and Pacific
Coast
All Caribbean
This mandatory Workshop will be provided each year between the months of January and May.
Each hotel will be required to attend the class yearly.
All fees and registration forms will be due at the time of registration.
64
VII.
MANDATORY PROGRAMS & SERVICES
A number of mandatory programs, procedures, and/or services are required at every Holiday Inn
Express® hotel.
Programs - IHGMerlin Access and IHGMail
The InterContinental Hotels Group's (IHG) online (https://www.ihgmerlin.com) system and its
messaging tool, currently known as IHGMail, is a primary means of sending information from
Licensor to Licensees, and in some cases, this may be the only manner in which key initiatives
are communicated to hotels and Licensees.
Within thirty (30) days after License execution, the hotel's Principal Correspondent must have
Internet access to access IHG's online system, IHGMerlin.com and IHGMail on a regular basis.
The General Manager must also have access to the online system, IHGMerlin.com, and
IHGMail.
Licensee must request a user ID and password at https://www.ihgmerlin.com (to create your
account go to https://www.ihgmerlin.com and click on “Request an Account”.)
Hospitality PromiseSM Program
All hotels worldwide must participate in the Hospitality PromiseSM program, which requires that a
customer who is dissatisfied with any part of the product or service experienced at the hotel be
refunded all or part of the charge before leaving the hotel. This requirement applies to any
customer, whether the person has had breakfast at the Breakfast Bar or has been an overnight
guest at the hotel.
The wording for the Hospitality Promise program must read:
“Making your stay a complete success is our goal. Just let our Manager on Duty or front desk
staff know if any part of your stay isn’t satisfactory. We promise to make it right, or you won’t pay
for that part of your stay.”
See Print Collateral for more requirements.
Forget Something?SM
All hotels must participate in the Forget Something?SM program, which requires that
complimentary amenities be kept at the front desk and given to registered guests upon request
twenty-four (24) hours a day. A professionally prepared and fabricated sign must be displayed
in each guest bathroom/vanity area describing the Forget Something?SM program and listing the
complimentary amenities. The wording for the Forget Something?SM program must read:
65
“If you forgot to pack any standard toiletry item (toothbrush, toothpaste, shaving cream, razor, or
comb), just call the front desk and we’ll get you a complimentary replacement right away.”
The individually packaged amenities required for the Forget Something?SM program are:

Shaving cream and razor

Toothpaste (tube) and toothbrush

Comb
For all hotels, shaving cream and toothpaste containers must bear brand names nationally
recognized and be positively perceived by the guest.
GuestView
Where available, Holiday Inn Express hotels must participate in GuestView. Hotel management
must contact the guests identified in the “Hot Alert” section of the GuestView “Respondent Detail
Report” and maintain documentation of that contact for sixty (60) days.
Hotels may not offer any form of inducement or reward to guests in connection with the
completion of GuestView surveys.
Monthly Quality Self Assessment (MQSA)
All hotels in the IHG system must fully complete all sections of the Monthly Quality Self
Assessment (MQSA) and submit as required each month. If the Questions, Room Inspections,
Preventative Maintenance and Submit steps are not all 100% completed, the hotel is not in
compliance. There are no hotels in the IHG system that are exempt from this process under any
circumstances. Fees are applied for non-compliant hotels and periodic validation visits are
conducted at these hotels when MQSA information is not submitted.
Reservation System
All hotels must be linked to the IHG central reservation system (currently HOLIDEX® Plus) and
including all system enhancements and upgrades such as the PERFORMSM Revenue
Management System (RMS) or such successor systems as IHG may designate, (collectively the
“CRS”). Hardware and software systems required to connect to the CRS must be fully
operational when the hotel opens, with appropriate management and staff trained and
competent to operate the system at all times.
Hotels must maintain systems required to connect to the CRS in conformance with the business,
security, and performance standards of IHG. Initial hardware and software requirements are set
forth in the Master Technology Agreement and may be updated by IHG upon written notice to
hotels (including posting the updated requirements on Merlin).
66
Property Management System (PMS)
Hotels will operate a computerized property management system (PMS) that has been certified
by IHG and must maintain the PMS in conformance with the business and performance
standards of IHG. The system must be fully operational when the hotel opens, with appropriate
management and staff trained and competent to operate the system at all times. The current
approved PMS for the AMER region is Micros OPERA PMS.
Requirements:
 Must have a database schema and shell which is approved by IHG so that the interface
from the PMS to the central reservation system works correctly.
 IHG provides software that is PCI compliant and/or recommends that it must meet PCI
requirements. Must comply with Payment Application Data Security Standards (PADSS).
 Hotel will be responsible for establishing and maintaining proper application access
control to align with Payment Card Industry Data Security Standards (PCI-DSS).
 Operating system, database, and other programs must be maintained with current
approved security patches that are fully supported by the software vendors.
 Must be periodically updated and maintained to conform to IHG approved software
versions, technology advancements and security requirements. This may require certain
software components to be replaced or upgraded.
 Must schedule for the replacement of the server(s), workstations, printers and
associated network components at least every 48 months.
Interfaces:
The PMS will have the ability to interface with other hotel systems. The PMS vendor will
maintain a listing of specific systems, brands and versions of hotel system interfaces which they
support. All systems interfaced to the PMS system must be certified and supported by the PMS
vendor.

Must have a two-way interface with the HOLIDEX® Plus central reservation or its
successor system to ensure real-time updates to inventory.
Supported Hardware & Software:
The approved PMS solution must run on IHG certified hardware and must be maintained and
supported by certified vendors.
The Hotel’s PMS system must operate on the current IHG-certified version of PMS software.
Front Office Protection Program
For U.S. and Canadian Hotels: Effective as of July 7, 2009. Existing hotels must comply with
the Front Office Protection Program standard as of December 31, 2011, and any hotel entering
the system as of August 7, 2009, must comply immediately.
All hotels must subscribe to an IHG approved Front Office Protection Program for Personal
Computers and Servers on the front office network. The IHG specifications for such a program
are outlined below. A hotel has the option to develop a comparable solution at its own expense.
67
If a hotel chooses to subscribe to its own solution, the solution must first meet IHG Front Office
Protection Program Specifications, then be tested and receive written approval from the Vice
President of IHG Global Technology. A Front Office Protection Program must include or meet:
1.
2.
3.
4.
A specific High Speed Internet Access (HSIA) network circuit
An approved Routing device
Software for both servers and workstations
The Specifications noted below.
All hotels are subject to periodic network scans and on-site audits ensuring compliance.
SPECIFICATIONS: IHG has chosen FastConnect Plus for Front Office Protection. FastConnect
Plus is a product created and managed by AT&T, has been tested and complies with the
minimum technology specifications and support requirements necessary to meet this Standard
in the U.S. and Canada. AT&T has not been granted exclusivity as a provider.
FastConnect Plus, or an alternate approved solution, shall provide the following:
A. Program Management Services
B. Managed Security Baselining (bringing Covered Devices to current patch levels)
C. Managed McAfee Total Protection for Endpoint - Advanced(TEA)
a. Anti-Virus
b. Anti-Spyware
c. Desktop Firewall
d. Host Intrusion Prevention System (HIPS)
e. Site Advisor (Web filtering & monitoring)
D. McAfee Policy Auditor
E. McAfee Remediation Manager/Patch Management
F. Security Vulnerability Scans
G. Help Desk for Managed Security Applications
H. Reporting/Asset Tracking for Covered Devices
I. Rogue Detection
Employee Uniforms
Holiday Inn® Brands Uniform Collection
All employees must wear uniforms except as noted below under Position-Specific Requirements.
All apparel items must be selected from the Holiday Inn Brands Uniform Collection (“Uniform
Collection”) to ensure a consistently branded and professional image across all Holiday Inn and
Holiday Inn Express brand hotels.
Hotels should select apparel items from the Uniform Collection that are appropriate for the
hotel’s individual market.
Suppliers
Suppliers of Uniform Collection apparel are subject to approval by IHG in its sole discretion.
Select “Uniforms” from the IHG Merlin applications toolbar for Uniform Collection sourcing
information.
68
Position Specific Requirements
General Managers, Assistant General Managers, Department Director/Managers, and Sales
Personnel, as well as employees in non-guest facing positions such as Revenue
Management, Human Resources, and Administrative Office employees may wear uniforms
from the Uniform Collection, or they may wear other business professional or business casual
attire with a hotel name badge.

If the Department Director/Manager chooses to wear his or her own personal attire, their
attire must be accompanied by either a Uniform Collection shirt/blouse or a Uniform
Collection accessory such as a branded tie or scarf with the same design scheme as their
department. (This requirement does not apply to the General Manager, Assistant GM, or to
Sales Personnel.)

Breakfast Hosts must wear an approved Breakfast Bar apron from the Uniform Collection.

Lifeguard uniforms are not offered as part of the Uniform Collection. If your hotel employs a
lifeguard (or equivalent), contact your local regulatory agency for any laws/regulations on
lifeguard uniforms in your local area.

All Security personnel hired by the hotel must have the approved security patch, or
embroidery, on security shirts, jackets, blazers, and coats. If your hotel employs a third
party Security company, the Security personnel must wear the uniforms provided by their
company.
The hotel is advised to contact its local regulatory agency for laws/regulations regarding third
party security uniforms.
New Employees
All new employees must wear uniforms from the approved Uniform Collection within 30 days of
starting work at the hotel. A uniform appropriate to the position, which is similar in style to the
approved uniforms, must be worn during an employee’s first 30 days of hire.

Mandatory proprietary labeling is sometimes part of the approved uniform design.

Uniform selections must be coordinated daily within departments for all departments.

Appropriate, matching accessories (such as shoes and belts) must be worn. Ties and
scarves are optional.

Uniforms must be clean and in good condition without stains, discoloration, rips, or wrinkles.
Each hotel employee must be well groomed.
Name Badge
Each employee must wear a professionally prepared name badge as part of the uniform. A
brand logo is not required on the name badge. However, if the hotel elects to use a name badge
which carries the New Logo, as stipulated in the New Brand Identity Collateral Guide, then name
badge must be in the Brand-Approved Design and must be purchased from an Authorized
Supplier of New Logo name badges.
Service Anniversary Pins
It is optional for hotels to award service anniversary pins. Although service anniversary pins
may be worn, if a hotel elects to award a service pin, and if the service pin will include the brand
logo, or other trademark or trademark element owned by IHG, prior written approval of the
design is required from the brand. Service pins carrying the Prior Logo must not be worn after
June 1, 2011.
69
Annual Conference
In addition to all other training requirements, the Licensee must attend the Annual Conference
for owners/investors, which is currently called the Americas Investors & Leadership Conference.
The date, frequency, name, and focus of the conference may change from time to time.
Attendance at conference workshops addressing areas of challenge specific to the Licensee's
hotels is mandatory. The Licensee is responsible for paying the registration fee.
Supplemental registration fees will apply to an accompanying spouse or guest. All fees and
registration forms will be due at the time of registration. Those Licensees who do not register as
a delegate and who do not send a representative to the conference will be invoiced one
delegate registration. Multiple-unit franchisees will be charged only one registration fee covering
one delegate.
The General Manager is required to attend the Annual Conference (or Conference Program at
the owner's Conference) currently called the Americas Investors & Leadership Conference. The
date, frequency, name, and focus of the conference may change from time to time. Attendance
at workshops addressing areas of challenge specific to the General Manager's hotel is
mandatory. The Licensee is responsible for paying the registration fee.
Rates and Marketing Programs
Rates
The licensee is responsible for determining hotel room rates. Rates quoted and confirmed up to
fifty (50) weeks in advance of the date of arrival are guaranteed to the guest and cannot be
changed by the hotel.
Hotels must not charge for children 19 years and under who stay in the same room as their
parent(s). If the family requests a rollaway bed, the hotel may charge for the roll-away but may
not charge an extra person fee for the children.
IHG Best Price Guarantee
All hotels worldwide must honor the IHG Best Price Guarantee which states:

Every hotel reservation booked through an IHG Web site is guaranteed to have the lowest
rate publicly available on the Internet.

If a consumer finds a rate on a competing Web site that is lower than the lowest rate shown
on the Best Available search of the IHG Web site and makes a verifiable claim to IHG within
24 hours of booking the IHG room, the IHG hotel must honor that rate for the nights for
which the lower rate was found, plus give the consumer a free night on the first night of that
stay upon verification of the lower rate by IHG and in accordance with the Terms and
Conditions of this Guarantee.

For the purpose of the IHG Best Price Guarantee, a competing Web site is defined as a
Web site that is not owned by IHG, that is selling IHG rooms’ inventory directly to
70
consumers, and that provides a confirmation of a completed reservation at the moment of
completing that reservation. Sites that do not reveal the hotel brand name until after
payment has been completed (including bidding sites) do not qualify for the guarantee.
o
Rooms on the other Web site must be publicly available, viewable, and bookable
on the Internet at the time of verification.
o
Lower rate found must be for the same hotel and same type of accommodations
and for the same dates.
o
For the purpose of this guarantee, a reservation encompasses any stay of one (1)
or more consecutive nights at any one hotel that results from one or more
bookings (i.e. a guest could have multiple confirmation numbers for their
reservation)
o
To use this Guarantee, the consumer must advise IHG within 24 hours of booking
his room by calling the applicable telephone number or by filling out the online
IHG Best Price Guarantee Form with his booking details.
IHG Best Price Guarantee Support Desk
English language operators are available at numbers listed below:

United States (U.S.) and Canada: 1-800-447-2981 (toll free) or via email at
[email protected].

Europe, Middle East and Africa: +44 (0) 871 942 9115 or via email at
[email protected].
In-language operators are available at numbers listed below:

Japan: Japanese speaking agents can be reached at +81 3 3552 4180

Korea: Korean speaking agents can be reached at +81 3 3553 5570

China: Mandarin or Cantonese speaking agents can be reached at +86 20 3419 8288

All other countries: Consumer must contact nearest Worldwide Reservation Office.
A $75.00 USD handling fee will be charged to the hotel for each violation of the IHG Best Price
Guarantee.
Adherence to IHG Best Price Guarantee standard will be policed based on the terms set forth
under the IHG Internet Distribution Standards: Enforcement.
IHG Best Price Guarantee Form
The IHG Best Price Guarantee Form is provided at www.ihg.com/bestprice.
Terms and Conditions

The competing rate must also be for the same number of guests.

Booking must be made via the Best Available Rate search on any of the IHG Web sites.

Guest must book the lowest available rate on the Best Available Rate search, for the same
type of accommodations sought, to qualify for the IHG Best Price Guarantee.

The type of room for which the application of the Guarantee is sought must be the same
type of room as booked on the IHG Web site.
71

Guest must have a confirmed reservation and a HOLIDEX® Plus reservation system
confirmation number.

Guarantee does not include Web sites or rates where the hotel brand and specific hotel are
not known until the booking is made.

Guarantee does not include other Web sites' published rates that “package” travel,
entertainment, hotel, and/or food components, such as: airfare plus hotel stay, hotel stay
plus car rental or similar packages.

Guarantee applies to room rates that include breakfast and to room rates including free local
calls.

Guarantee does not include rates that have been negotiated by the hotel with corporations,
membership rates (e.g., AAA, AARP, Entertainment Card, or industry rates), government
rates, promotional rates or travel agency rates; only publicly available rates apply.

Complimentary first night will not earn Priority Club® Reward Points.

The number of Priority Club® points to be awarded to Priority Club® Rewards members will
be based on the rate actually paid by the guest at check-out.

Guarantee does not include Priority Club Award Nights booked through IHG Web sites.

Only one complimentary night per stay regardless of the number of lower rates found.

Complimentary night will cover room rate, tax and any required resort fees only. Other fees
associated with the stay (such as breakfast, extra person charges, etc.) are the
responsibility of the guest.

Guarantee applies to room only rates. Other fees such as extra person charges and
booking fees are not included.

For purposes of this Guarantee, “rate” does not include any taxes (unless otherwise noted),
tariffs or fees imposed by any governmental authority (e.g., federal, state, or local) on either
IHG or the guest for the duration of the guest’s occupancy. Rates being compared to
determine if Guarantee applies must both either be with taxes included, or without taxes
included.

Guarantee will only be valid if the difference in rate is at least $1.00 USD, except if the rates
that are being compared are in two different currencies, in which case the difference in rates
must be at least $5.00 USD. (See point on currency exchange below).

If a lower rate is found on a third party Web site but is lower due to the currency exchange
rate and/or rounding applied on the third party Web site, the Guarantee does not apply.

For claims involving different currencies, exchange rates supplied by Oanda
(http://www.oanda.com/currency/converter/) will be used to evaluate the case.
Discrepancies must be at least $5.00 USD for the guarantee to be valid.

ANA hotels that are not yet rebranded with an IHG brand do not participate in this
guarantee.
For additional guidelines and contact information, please visit Merlin>IHG Departments>Global
Sales & Marketing>Distribution Relationship Marketing>Web Channels>IHG Best Price
Guarantee.
72
Corporate Account Program
The Best Flexible rate (IGCOR) is mandatory for all hotels worldwide. In addition, all hotels
worldwide must participate in the Corporate Gold Rate Program. Each Corporate Gold rate will
consist of a minimum percentage (%) discount off the Best Flexible rate. Reservation requests
for the Corporate Gold rate will be honored through the HOLIDEX® Plus Reservation system as
long as the hotel's Best Flexible Rate is available.
Corporate Gold Rate Program Terms1

Minimum 5% discount off the hotel's best Flexible Rate PLUS applicable commission 2
Or

Minimum 14.5% discount off the hotel's non-commissionable Flex/Corporate Rate
1. Subject to change by IHG after consultation with IAHI brand committees and IAHI Board. Percentage discount may
vary by region.
2. Commission percentage may vary by region.
Guaranteed Response for RFP Solicitation
All hotels worldwide choosing to receive RFP's from IHG's Global Sales team in the corporate
market must agree to the Guaranteed Response participation agreement.
If a hotel does not respond by the stated due date to a Global Sales initiated transient RFP, IHG
will respond on behalf of the hotel. A consistent preferred rate (KNR) will be offered to the
corporate client based on the following metric:
1. Hotels’ baseline Best Flex rate*
2. Apply consortia rate (10% discount from Best Flex baseline)
3. Apply net, non-commissionable structure to step #2
A net, non-commissionable KNR will be presented to the client for potential acceptance. If
accepted, the Guaranteed Response KNR will be loaded by IHG in HOLIDEX® Plus and all
booking channels on behalf of your hotel with the hotel’s standard pre-set blackout dates on an
LRA basis. The hotel must honor that rate for the designated account for the contracted period.
Example
Hotel Best Flex rate*
Consortia rate
Hotel Guaranteed Response Rate (net, non-commissionable) rate
Percent
10%
10%
Rate
$100.00
$90.00
$81.00
(Commission of 8% will be used for hotels in the UK and Ireland)
* Note: The Best Flex rate will be pulled from your hotel’s flow-through/sell-through room type for the future 50 weeks of
®
inventory in HOLIDEX Plus and averaged to determine the baseline Best Flex rate.
73
Supporting Information
The initiative enables IHG Global Sales to deliver a response for every IHG hotel during the
annual corporate RFP solicitation process.
The synopsis of the process is as follows:

Global Sales initiates an RFP for a key account.

Hotels are given a date for which a response is due.

Hotels that respond with a bid or by selecting the ‘Decline to Bid’ option do not experience
any change.

Hotels that do not respond by the due date, will be subject to implementation of the
Guaranteed Response initiative.
Groups and Meetings
Each hotel with a meeting room must comply with the following minimum standards.
All Holiday Inn Express® brand group hotels must comply with the following standards as well as
additional detailed requirements and operational procedures outlined in the Holiday Inn® Brands’
Groups & Meetings’ Guide available on the brand intranet.
1. Respond within the Acknowledgement Time Period
A member of the hotel sales or onsite meeting personnel must acknowledge the receipt of a
potential business inquiry or Request for Proposal (RFP) within the time period specified in the
chart below. The Acknowledgement contact will confirm receipt of the inquiry and set
expectations for next Steps or delivery of the proposal.
Responses must comply with the following:
Groups and Meeting RFP and/or Inquiry
Received
Acknowledgement Due
Two Hours From Original Receipt of
RFP and/or Inquiry
10:00 a.m. on the next Business
Day
Monday - Friday 8:00 a.m. – 4:30 p.m.
Monday - Thursday after 4:30 p.m.
10:00 a.m. on Monday
Friday after 4:30 p.m.
Each hotel is responsible for implementing procedures for handling after-hour inquiries. These
procedures must be included in the hotel’s RFP Response Process documentation.
74
2. Delivery of proposal within the agreed-upon timeframe
The hotel must deliver a proposal within the agreed-upon time frame. If a hotel cannot handle
the piece of business, a staff member (sales, onsite meeting personnel or banquets/catering
staff) must contact the client before the proposal deadline to decline the business and discuss
future booking opportunities.
The hotel must provide information on alternative Holiday Inn brand group hotels that may
accommodate the group or meeting business.
3. Welcome Letter
A written Welcome Letter must be sent to all clients within 48 hours of receipt of a signed
contract. Requirements for the Welcome Letter (including email requirements) are outlined in the
Holiday Inn® Brands’ Groups & Meetings’ Resource Guide.
4. Formal Meeting Transition
In order to ensure that the meeting planner knows who to contact upon arrival for the meeting,
the hotel must establish a formal process to provide the meeting planner with their onsite
contact.
Requirements for the Formal Meeting Transition are outlined in the Holiday Inn® Brands’ Groups
& Meetings’ Resource Guide.
5. Conduct the Three-Touch Meeting
Touch One: Planners must be greeted upon arrival at the hotel and escorted to their
meeting/function rooms.
Touch Two: A staff member must visit the meeting room mid-day to ensure the meeting is going
as planned and all expectations are being met.
Touch Three: At the end of the day’s event, a staff member must meet with the meeting planner
and present him or her with the final invoice or set expectations for the following day’s events.
6. In-room Communication
Meeting rooms must support a communication process (e.g. walkie talkie, cell phone, landline
phone, intercom system) whereby meeting planners can immediately reach a staff member who
can resolve problems or respond to requests.
The communication process developed is at the hotel’s discretion, but must not include a
transfer to voicemail. The planner must be able to speak to someone who can offer an
immediate solution.
7. Meeting Set-Up
All meeting rooms must be completely set-up, as described in the Holiday Inn® Brands’ Groups
& Meetings’ Resource Guide, at least one (1) hour prior to the meeting/event start time per
specific instructions on the meeting resume/banquet event order.
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Service Philosophy
All hotel employees who touch the groups and meeting process must deliver the Groups and
Meetings standards in accordance with the current brand service culture and specifically as
outlined in the Holiday Inn® Brands’ Groups & Meetings’ Resource Guide available for hotels on
the brand intranet.
Accommodating Military Personnel
All hotels must provide accommodations to any state or national military personnel of the USA,
regardless of age.
Each hotel must use its best efforts to provide accommodations, when available, to any state or
national military personnel of the United States of America, regardless of their age, who are in
route to a place of duty, provided that legitimate military papers are supplied upon arrival at the
hotel, identifying specific military details, such as name, branch, rank, military installation
traveling to/from, and length of duty orders. Hotels should also consider making similar efforts for
such military personnel that are on active duty, but not traveling on official orders, who are on
temporary leave or traveling for leisure. [Hotels may elect to offer discounted rates at their
discretion.] Participating hotels must comply with IHG’s Government Rate Program. Each hotel
is required to review and comply with any and all applicable local, state, and federal laws, rules,
regulations, and contracts to which the hotel is a party.
Employee Room Benefit Program
All hotels worldwide must participate in the system-wide Employee Room Benefit Program. Each
hotel must authorize at least 5%, but not more than ten (10) rooms per day, of its guest rooms
per day to the Employee Room Benefit Program. Hotels may eliminate or reduce this inventory
requirement only during the following circumstances:

Pre-identified special events listed in HOLIDEX® Plus

When the hotel occupancy is expected to be 90% or above
Advance reservations must be made for the room benefit to be given and are subject to space
availability as noted above. The hotel is not obligated to confirm reservations made more than
ninety (90) days in advance. All employee room reservations are subject to standard room
cancellation procedures, applicable taxes, and regular service charges. A maximum of two
rooms may be booked per hotel visit for use by the employee and the employee’s immediate
family. Employees may stay no more than seven (7) nights per hotel per year. Note: The
employee must be in the traveling party for the room benefit to apply. Once an employee
receives a confirmation number for a reservation at the employee discount rate, that rate may
not be rescinded, regardless of any change in anticipated occupancy.
Employee Room Benefit Program restrictions include:

Rates are non-commissionable to travel agents

Not applicable to IHG locations within a thirty-mile (30) radius of the principal place of
business of the employee requesting the room

Applicable for only non-business related travel
76
Employee Eligibility/Verification of Employment
Employees must be full-time or regular part-time and employed at least ninety (90) days to be
eligible for this benefit. The employee whose name appears on the reservation must present an
Employee Room Benefit Card at check-in. The card must be completed and signed by the
employee’s General Manager or by the employee’s supervisor for corporate and regional office
personnel. The hotel may require additional reasonable verification of the employee’s status
such as a contact name and phone number at the employee’s place of employment, a corporate
credit card, or a letter on hotel/corporate letterhead signed by a manager or supervisor.
Employees should be prepared to provide this additional verification at the hotel’s request.
Employees must produce some form of identification (picture identification preferred) at the time
of check-in such as a drivers license, passport, credit card, or Social Security card (U.S. based
employees).
The Employee Benefit Card is not reusable. A separate card must be completed and approved
for each hotel where a reservation is held. The employee must present the current, valid form of
the Employee Benefit Card as the form will be periodically changed to reduce the chance of
misuse.
The employee rate for each hotel will be determined by the Average Daily Rate (ADR) range the
hotel occupies as shown below. IHG will determine the rate based on the hotel’s 12-month
average ADR as of September 30 of each year, and that rate will remain in effect for the
following calendar year. IHG will make any annual adjustments to the rate.
ADR Range
$74.99 USD or less
$75.00 USD - $99.99 USD
$100.00 USD - $124.99 USD
$125.00 USD or greater
Employee Rate
$29.00 USD
$39.00 USD
$49.00 USD
$59.00 USD
Marketing Programs
During the term of the License Agreement, a Holiday Inn Express hotel must participate in all
system-wide (or area-wide) marketing or advertising programs designated by the Licensor as
system-wide (or area-wide) programs. After seeking the advice and counsel of the IAHI and in
accordance with the programs, standards, rules, and specifications adopted by the licensor and
communicated in writing to affected Licensees, these programs are implemented in the best
interest of hotels using the system. Such programs, standards, rules and specifications may
include (but are not limited to) extending the product, service, and maximum price offers or
amenities that are part of the marketing or advertising programs. Nothing in this standard
prevents the Licensee from having additional programs, making additional price offers, or
establishing prices in connection with any designated programs that are below those referenced
in the program being marketed and/or advertised by the Licensor.
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Operations Programs
Methods of Payment
Each hotel must accept, at a minimum, the following methods of payment:

Cash

Traveler’s check

Certified check

Money order

IHG Prepaid Guest Card

Other forms of payment may be accepted at the discretion of each hotel
All hotels also must accept all of the following credit cards for any transaction at the hotel,
including gift shops, or any other credit card specified by IHG unless specific regulations prohibit:

American Express

JCB

Optima

Diners Club

MasterCard

VISA
Each hotel must also accept all debit cards from any of the above credit card companies for any
transaction. Hotels in the U.S., Canada, Puerto Rico, and the Virgin Islands must also accept
Carte Blanche and Discover Card.
Check Cashing Privileges
Personal check cashing privileges of up to $100 U.S. per check and up to $250 U.S. per stay are
required for Diners Club members. The guest must be registered and staying at the hotel and
paying for the stay with the card and agreeing to pay back any bank service charges imposed on
the hotel. Note: Hotels are exempt from offering check cashing in states where requiring a credit
card number to guarantee payment of a check is prohibited.
Travel Agent Commissions
Each hotel must pay a travel agent commission as established by the custom and practice of the
travel industry. Hotels participating in the IHG Electronic Commission Services (ECS) program
(formerly Travel Agent Commission Program) must comply with the terms of the program as
established by IHG. A 1.5 percent monthly finance charge (or the maximum permitted by law,
78
whichever is less) will be assessed on Travel Agent Commission payments that are past due as
stated on the invoice.
Hotels with accounts sixty (60) days past due may be dropped from the ECS and Global
Distribution Systems (GDS) programs. Hotels will be reinstated in the program six (6) months
from the date payment is made in full for all commissions and charges due.
Guest Invitations
All hotels worldwide must accept Holiday Inn Express Guest Invitations. Guest Invitations allow
the guest to enjoy one complimentary night in any standard room. To receive payment, credit the
guest’s folio at check-out for the cost of one room night and tax per invitation. For
reimbursement of 100% of the room and tax for one night, date stamp the front of the Guest
Invitation, and mail a copy of the folio with the date-stamped invitation attached to:
Accounts Payable
InterContinental Hotels Group
Three Ravinia Dr., Suite 100
Atlanta, Georgia, 30346
Rapid Check-Out SM
All hotels in the Americas must provide Rapid Check-Out SM service to all guests paying with a
credit card. The current acceptable Rapid Check-Out methods are:

An envelope containing the pre-printed folio and credit card receipt must be passed
completely and securely under the guest room door before 6:00 a.m.
o
o
For Hotels in the U.S. and Canada: Exterior corridor hotels and other hotels
where the envelope cannot be passed completely and securely under the guest
room door, the prepared envelope (which includes the pre-printed folio and credit
card receipt) must be available by 6:00 a.m. for pickup by the guest at the front
desk.
For hotels outside the U.S. and Canada: At minimum, hotels must have a preprinted folio available by 6:00 a.m. for the guest at the front desk.

Hotel delivery systems and envelopes must be secure and protect the confidential
information of the guest, including guest credit card number, name, and home address.

Hotels must not leave folios outside the guest room door or in a location that is accessible to
any person other than the guest checking out.

By June 30, 2011, hotels in the United States and Canada must use the approved Rapid
Check-OutSM envelope that meets the specifications outlined by IHG.
Holi-KareSM Program
The Holi-KareSM preventive maintenance program for Holiday Inn Express hotels must be
conducted at least quarterly in each guest room and throughout the public areas of the hotel.
Documentation is required and must be available for review by IHG personnel upon request.
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Optional: Dry Cleaning
When Dry Cleaning is provided, the following requirements must be met:

Each hotel must provide second-day (minimum) dry cleaning service.

Service must be offered Monday through Friday, excluding public holidays.

Rates charged must be shown on the laundry list.

Same-day or next-day dry cleaning service for guests is strongly encouraged where
available in the hotel’s immediate vicinity.
Optional: Valet Laundry Service
When Valet Laundry (wash & fold) is provided, the following requirements must be met:

Hotel must provide same day service.

Service must be offered Monday through Friday, excluding public holidays.

Rates charged must be shown on the laundry list.
Business Services, Supplies, & Equipment
At a minimum, each hotel must have the following equipment and supplies for guests easily
accessible to the front desk employees or available for guest use:

One (1) copy/duplicating machine

One (1) facsimile (fax) machine

Paper for copier and fax

Toner for copier and fax

Overnight mail supplies

Local residential and business telephone directories for guests’ complimentary use
Business services must be provided twenty-four (24) hours a day, seven (7) days a week in
accordance with the following minimum standards and specifications.
Photocopies
Each hotel is required to offer on-premise photocopying services to guests. The first ten (10)
pages must be free. Reasonable charges (not to exceed $0.25 per page) may be levied for
service provided beyond ten (10) pages. The limit on the number of free copies provided at one
time to the guest must not be less than ten (10).
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Facsimile (Fax) Service
Each hotel is required to offer on-premise fax services to guests. Hotels must provide the first
ten (10) incoming pages per day per room at no charge to the guest. The hotel may charge a
nominal fee for each incoming fax page over ten (10) as reasonably determined by the
franchisee (for example, $.10 per page). Outgoing fax messages must be sent within ten (10)
minutes of the guest’s request. If problems prevent this, the guest must be notified of the
problem immediately. The hotel may charge a reasonable fee for each outgoing page as well as
a line charge not to exceed $1.00 per page. Fees for outgoing international faxes are up to the
individual hotel‘s discretion. A receipt indicating successful transmission must be given to the
guest within ten (10) minutes of that transmission.
Message Delivery & Prompt Notification of Faxes, Packages, & Mail
Voice messages may be transferred to voice mail (if provided) or must be delivered to the guest
over the phone or in an envelope. Guests must be notified in their rooms of any incoming fax,
message, or package within ten (10) minutes of the hotel’s receipt. If the guest is not in his room
or if the article is received between 10:00 p.m. and 8:00 a.m., the message-waiting light may be
illuminated; a voice mail message (if available) may also be left offering delivery to the guest.
Outgoing mail, messages, or packages must be delivered within thirty (30) minutes of the
guest’s request. Based on local market conditions, charges for outgoing overnight mail may be
assessed.
Fitness Center
A fitness center is required at Holiday Inn Express® hotels entering the system as of July 1, 2011
or later.
Hotels which currently have a fitness center are required to meet the design and construction
standards (shown below) upon completing voluntary or required renovation as of July 1, 2011, or
later.
The fitness center must be sized as noted below:
Number of Guest
Rooms
Minimum Size (Sq.
Ft.)
Standard Area – By Size of Property
Less than 100
100-249 Rooms
Rooms
200
240
250+ Rooms
325
Each hotel that has a fitness center must comply with the following minimum standards,
specifications, and requirements.
Design & Construction Standards

Enclosure: The fitness room must be fully enclosed at all times.

Ceiling: Minimum 8 ft. (2.43 m) ceiling is required.

Mirror: One (1) full wall, floor-to-ceiling mirror is required with a maximum required height
of 8' (2.43 m) 1/4" (0.64 cm); tempered polished float glass or safety glass with butt joint
mounting and a wood or rubber base is required below the mirror to protect from breakage.
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Alternatively a minimum of 64 square feet of mirrored glass area achieved by installing no
more than two framed mirrors. The mirrored portion, exclusive of the frame, must measure
no less than 7ft and no more than 8 ½ ft in height.

Sound Insulated: If the fitness room is located next to, above, or below a guest room(s)
area(s), adjoining guest room(s) must be sufficiently sound insulated to eliminate noise.

Controlled Access: The fitness room must be secured by an electronic lock or manned by
a dedicated attendant at all times even when the room is located inside a swimming pool
enclosure that is also secured by an electronic lock.

Exterior Visibility: Visibility into the room from outside the room is required at all times.

HVAC: An HVAC system for a comfortable odor-free environment is required.

Cushioned Flooring: Cushioned flooring is required. Existing carpet tiles with 32-oz. loop
construction with action backing is also acceptable until renovation.

Vibration Control: No later than July 1, 2011, if the fitness room is located above guest
rooms, meeting rooms or the restaurant, the flooring must be sufficiently insulated to
eliminate noise and vibration.

Water Source: A chilled drinking water fountain or chilled bottle water cooler with
disposable cups is required inside the fitness room.
Complimentary Use
Use of the fitness center must be complimentary to all registered guests. Existing hotels that
charge guests to use the fitness center may do so until July 1, 2011.
Hours of Operation
The fitness center must open no later than 5:30 a.m. and close no earlier than 11:00 p.m.
Signage
The following professionally prepared signage is required:

Hours of Operation must be posted at the entrance to the fitness center.

“Use at Your Own Risk” signage must be posted inside or at the entrance to the fitness
center.

Manufacturer’s instructions for use must be clearly posted and/or displayed in L.E.D.
readouts or affixed to the equipment.

When applicable, instructions for accessing television earphones must be posted inside
the fitness center.
Telephone
A single-line house telephone is required inside the fitness room. It must ring directly to the
switchboard. Calls from the fitness center must not be answered by an auto attendant at any
time.
See Public Area Telephones, Technology: Telecommunications & Hotel Web Site Standards for
additional information.
Television(s)

See Technology: Televisions for specifications
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Supplies & Equipment
All exercise equipment must be in good working order, clean, and well maintained at all times.
Inoperative equipment or equipment in poor condition must be taken out of service and replaced
immediately. All earbuds / earphones must either be disposable or have replaceable foam
coverings. Disposable earbuds / earphones must be discarded after each use. For earbuds /
earphones with replaceable foam coverings, the foam coverings must be replaced after each
use. At a minimum, the following items are required in each fitness center:

Scale: An easy-to-read mechanical balance beam in 1/4-lb. increments to 350 lbs. with a
non-slip, textured plastic platform is required.

Clock: A wall-mounted clock with second hand

Towels: Complimentary towels (available inside the fitness center for guest use during all
hours of operation)

Hamper: A towel hamper for the collection of used towels (a trash can is not an acceptable
alternative)
Upon replacement, the hamper must meet these requirements:
o Lid required
o Minimum height: 22 inches
o Construction: Bamboo, Teak, Wicker, Rattan, Braided Bangkuang, or Decorative
Medium density fiberboard (MDF) finish
o Others as approved by IHG Design and Plan Review to complement décor.
Examples

Water: A chilled bottled water cooler with disposable cups (if a drinking fountain is not
located inside the fitness center)

Fitness Equipment: Fitness equipment must be commercial grade
Fitness Equipment Requirements
Hotel Size
< 100
Rooms
100-249
Rooms
250+
Rooms
Minimum pieces of required equipment
Minimum of 3
Minimum of 4
Minimum of 6
Motorized treadmill
Number of units must be equal to or
greater than the number of bike units
Minimum of 1
2 Preferred
Minimum of 1
2 Preferred
Minimum of 2
3 Preferred
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Upright or recumbent bike with
computerized ergometer
Minimum of 1
Permitted as
third piece of
equipment
Elliptical, cross-trainer or stair climber
(must be electronic)
Additional commercial grade equipment
(e.g.: Universal weight machine, row
machine, motorized treadmill and/or
recumbent bike)
Yoga/exercise balls, exercise bands
Cleaning Wipes
Minimum of 1
Minimum of 1
Minimum of 2
Minimum of 1
Permitted in addition to the above minimum
equipment requirements.
Disinfectant wipes, for the purpose of
disinfecting fitness equipment, must be
provided in the fitness center and
dispensed via a commercial, free standing
or wall mounted dispenser. If the branding
of the wipes can be seen by the guests, the
brand must be nationally recognized and
well perceived.
84
VIII.
SIGNAGE
Exterior Signage
As of January 31, 2010, all hotels must comply with the following Exterior Signage standards
(certain compliance restrictions apply).
Note: The word “sign” as used throughout this section and in the Holiday Inn Express Signage
Manual refers to the full, complete structure including the service mark and/or logo, the sign
cabinet, base, and support structure, and all light sources.
Primary/Secondary Identity Signs
Each hotel must have an illuminated primary brand identity sign, either freestanding monument
or pylon sign, or building-mounted channel letter sign, that must be located so that the hotel is
easily identified as a Holiday Inn Express brand hotel.
Primary Sign Examples
Examples of Brand Identity Signage include, but are not limited to:
Pylon and Monument Signs
85
Building Signs
Secondary Signage
Secondary Signage is defined as a highway pole sign, directional signage, and single-face wall
signage. Secondary signage may be provided in addition to required Primary Identification
signage, but may not be provided instead of Primary Identification Signage.
Examples of Secondary Signage include, but are not limited to:
Highway Sign
Single-Face Wall Sign
Directional Sign
All Holiday Inn Express identity signage must be fabricated and installed in accordance with
Holiday Inn Express approved technical specifications as detailed in the Holiday Inn Express
Signage Manual. The Holiday Inn Express Signage Manual contains all permitted signage, its
specification, approved applications, and construction requirements which must be used in
selecting and installing all new and replacement signage.
86
All Holiday Inn Express signs are copyrighted designs and are only permitted at Holiday Inn
Express brand properties. Furthermore, the size and configuration of Holiday Inn Express signs
must meet Holiday Inn Express design criteria.
Holiday Inn Express hotels must be easily identified. Therefore:

The Holiday Inn Express primary sign and/or building script sign(s) must be illuminated from
sunset to sunrise.

Vacancy and/or No Vacancy signs are not permitted.

If flagpoles are provided, each hotel must properly display its national flag and appropriate
brand flag outside the hotel. Illumination is required if the flags remain out at night.
Procurement of Exterior Signage
Hotels may only purchase Exterior Signage from Licensor-Approved Sign Manufacturers in the
U.S, Canada and Mexico. These approved manufacturers have current Holiday Inn Express
technical specifications, and they manufacture all sizes and types of approved exterior signs.
Refer to the Holiday Inn Express Signage Manual for a listing of Approved Sign Manufacturers.
Installation of Exterior Signage
All Exterior Signage must be installed in accordance with Holiday Inn Express Technical
Specifications. Refer to the Holiday Inn Signage Manual for additional Installation
Requirements.
Inspection of Exterior Signage
All Exterior Signs must pass a post-installation inspection. If deficiencies are found, Hotels must
ensure that all deficiencies are corrected immediately.
Managing Signage Prior to Opening as a Holiday Inn Express hotel
A hotel that does not yet have a Certificate of Occupancy, is not accommodating guests, and is
not officially open as a Holiday Inn Express brand hotel may display approved Holiday Inn
Express exterior and interior signage up to six (6) weeks prior to opening. This signage must
include a temporary "Opening Soon" snipe or banner that prominently displays the scheduled
opening date and that must be removed when the hotel opens.
A hotel that has their Certificate of Occupancy, is able to accommodate guests but is not
officially open as a Holiday Inn Express brand hotel, must cover all exterior and interior signage,
as well as other elements with the Holiday Inn Express brand identity so as to not infer that the
operating hotel is a Holiday Inn Express brand hotel.
Technical Specifications
Holiday Inn Express approved technical specifications must be followed when selecting and
installing on-premise exterior identity signs. The technical specifications are housed with each
preferred sign manufacturer.
Additionally, hotels must comply with the following minimum standards:

Other on-premise freestanding signs must not obstruct the view of the monument/pylon sign.

The primary sign is available in a variety of heights. At a minimum, a primary sign must be a
freestanding pylon sign at least 13’0 (4.0 m) in height, a monument sign at least 8’0 (2.4 m)
in height or a building script sign.
87

Ground signs with an aluminum base cover must be installed with the base cover at grade.

The “H” Monogram is not permitted to be displayed by itself on any building or freestanding
signage.

The “H” monogram is a required element of the Holiday Inn Express logo. Signage
specifications require the H monogram on all building signs.

A single face wall sign is only permitted when a building letterset sign will not fit properly in
the space provided.

Exterior raceways and exterior conduit is not permitted.

Optional Pedestal copy is permitted on certain pylon sign models. If provided, the following
requirements apply:
o
o
Only the hotel location identifier (identifier must match the hotel’s official hotel
name listed on hiexpress.com) and street address may be displayed on the
pedestal.
Pedestal copy must be displayed in a specified font style, font size and font
color, and must not exceed a total of three (3) lines of copy.

Hotel Location Identifiers are not permitted on building signage except where permitted with
pedestrian level signage. An example of a Pedestrian level sign is shown below.

Hotels may not display rates or price ranges on any exterior signage at a Holiday Inn
Express hotel.

All signage must be clean, well-maintained and in good condition.

Faded sign faces are not permitted and must be replaced.

Non-illuminating bulbs must be replace immediately to ensure the signs illuminate properly.

At replacement of building-mounted signage, the exterior of the hotel must be like new
leaving no evidence of a signage change; this may require the hotel to patch, pressure wash
and/or paint the exterior wall prior to the installation of the new signage.

Professionally planted landscaping must surround the base of the pedestal/monument in
accordance with the hotel’s original landscaping design.

No other element or sign may be attached to or affixed, temporarily or permanently, to the
Holiday Inn Express building lettering sign or any freestanding monument/pylon sign. This
includes banners, reader boards, LED message centers, permanent restaurant signs, etc.

The use of Banners is limited as follows:
o
o
Open hotels are not permitted to affix or display any type of banner on property.
A hotel that is not accommodating guests and that is not officially open as a
Holiday Inn Express® brand hotel may use banners with no logos to
communicate “coming soon” messaging, e.g.: “Holiday Inn Express® & Suites
Coming Soon”; such banners must be removed prior to opening.
88
o
Rates and availability information is prohibited on banners.

Freestanding message boards of any type are not permitted on Hotel building or Hotel
property.

The use of the word “resort” is prohibited on all Holiday Inn Express signage.
Exterior Directional Signage

A professionally designed, fully coordinated, framed, or decorative self-edged entry, exit,
directional and informational on-property signage system. Directions to lobby, recreation
facilities, parking areas; information for parking restrictions and limited access are examples
of common exterior directional and information signage.

Directions to elevators, vending, and other guest service areas and information for room
numbering in sequential order and for non-smoking rooms are required for exterior corridor
hotels.
“Experience” Exterior Signage Standard
For hotels approved to implement the New Brand Identity Exterior Signage the following
requirements apply:
Compliance Restrictions
“Experience” Product Standards, Exterior Signage “Experience” Standard and New Brand
Identity Signage element:
Hotels must pass through the following “gates” (which will also make them eligible to receive the
Product Hallmarks & Exterior Signage Confirmed Installation Letter and to implement the
“Experience” Product Hallmarks):

Pass the 2008 Quality Evaluation.

Beginning January 1, 2009, pass all Quality Evaluations. Failure to maintain a Pass score
(which includes achieving a rating of "QUALIFIED" on the Basics component) on all Quality
Evaluations may result in a re-inspection of the hotel at a cost of $2,500.00 per visit.

Complete the first four (4) of the five (5) Service Culture Training modules (See “Experience”
Service Hallmark Standard for compliance dates).

Achieve and maintain a twelve (12) month rolling average OSAT score of 84 or greater.
In the event a 12-month OSAT score is not available for a hotel, IHG may, in its sole discretion,
accept an OSAT score based upon a shorter duration.
Compliance Requirements for all Hotels Approved to Implement the New
Brand Identity Signage:
The installation of the New Brand Identity Signage and “Experience” Product Hallmark must
occur within a fourteen (14) day period.
All Exterior Signage must be installed in accordance with the Holiday Inn “Experience”
Exterior Signage Standard and the Holiday Inn Express Signage Manual.
89
Compliance requirements for hotels in the System Prior to May 1, 2008
In addition, no later than January 31, 2010, each existing hotel that joined the System prior to
May 1, 2008, must replace all existing brand identity signage with New Brand Identity Signage.
No hotel may install exterior signage without a Confirmed Installation Letter issued by IHG.
Compliance requirements for hotels in or entering the System after November 1, 2007,
and with temporary signage:
In addition, no later than July 1, 2008, each hotel that joined or will join the System with brandapproved temporary signage after November 1, 2007, must replace all existing brand identity
signage with New Brand Identity Signage.
No hotel may install exterior signage without a Confirmed Installation Letter issued by IHG.
IHG may, in its sole discretion waive the Quality Evaluation requirement for hotels entering the
system after November 1, 2007, with temporary signage.
Compliance requirements for Hotels entering the System after May 1, 2008:
In addition, each hotel joining the System after May 1, 2008, must open with New Brand Identity
Signage in accordance with the Holiday Inn Express “Experience” Product Standards, the
Holiday Inn Express “Experience” Exterior Signage Standard and the Holiday Inn Express
Signage Manual.
Reference Material:
The New Brand Identity Signage must be installed in accordance with the requirements provided
in the Holiday Inn Express Signage Manual (Signage Manual).
Signage Approval Process
IHG or Holiday Inn Express brand-designated signage consultant will make specific signage
recommendations for on-property exterior signage. Recommendations will include signs that are
properly configured and sized for placement on the building facades without crowding adjacent
architectural features. If modifications to the signage recommendations are required, IHG
approval is required. Final signage recommendations must be approved by the licensee.
New Brand Identity Signage Element
New Brand Identity Signage is defined as signage that meets the following criteria:

Signage that features the redesigned Holiday Inn Express service mark and logo in the
approved signage configurations in accordance with the Holiday Inn Express Signage
Manual.

Signage that is fabricated in accordance with the technical specifications described in the
Holiday Inn Express Signage Manual.

Signage that is installed by a Holiday Inn Express brand-authorized vendor per the Holiday
Inn Signage Manual.
Brand Identity Signage Examples
Examples of Brand Identity Signage include, but are not limited to:
90

On-Site or Off-Site Primary Exterior Signage

Monument Signs

Pylon Signs

Directional signs

Entrance/Exit signs

Building mounted script signs

Building mounted single face signs

High-rise signs
On-Site Secondary Exterior Signage

Flags

Vehicle Markings – for additional information refer to Brand Identity Standards
Off-Site Exterior Signage

Highway billboard signs – for additional information refer to Brand Identity Standards

Highway DOT signs – for additional information refer to Brand Identity Standards

Airport telephone directory signage
Interior Signage
Wayfinding Signage
Approved Signage System: A professionally designed, fully coordinated directional and
informational on-property signage system is required.
Signage featuring the Prior Logo or the prior trademark elements (e.g., the shooting star, etc.) is
prohibited.
All new hotels entering the system on or after July 24, 2012, and all existing hotels replacing
wayfinding signage* must install the brand-specified New Brand Identity Wayfinding Signage
from authorized suppliers.
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Example: As part of PIP renovation or a renovation that makes signage replacement
necessary, due to condition, and/or to comply with the existing requirement that prior logo and
prior trademark elements not be displayed on property.
New Brand Identity Wayfinding Signage Examples
Room Number Signs
Holiday Inn
Express and
Holiday Inn
Express & Suites
brands
Additional Signage
Examples
Color background preferred;
available with blue numbers
on white background
Information about the brand-specified wayfinding signage system can be obtained from IHG
Design & Plan Review.
Exception: Hotels not approved to carry the New Logo are not permitted to install the New
Brand Identity Wayfinding Signage. Sign designs and finishes for these hotels must be reviewed
and approved in advance by IHG Design & Plan Review.
Sign Specifications:
The signs must provide the following:
 Directions to public area facilities, Breakfast Bar, meeting rooms, lobby, recreation
facilities, elevators, telephones, restrooms, and guest rooms.
 Information about services, registration and hours of operation.
 All signage must be in English and the local language.
Lobby and Great Room
“No Smoking” signage.
Corridors & Room Numbers
Signage is required in the corridors for directions to elevators, vending, and other guest service
areas. Room numbering and designation of non-smoking rooms is required. Room numbers
must be located on the wall near the latch and be positioned 60" (1.5 m) above the finished floor
to the center line of the sign. Room numbering must be in sequential order.
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Elevator Signage & Stair Enclosures
For stair enclosures, hotels must number all floor levels with 6" (15.2 cm) high reflective finish
that contrasts with the background. The numbers must be located approximately 5' (1.5 m)
above the floor landing and be visible when the door is in the open or closed position.
Guest Information During Renovation
Professionally prepared information signage at the hotel is required to inform guests that work is
underway and to direct guests away from construction areas to temporary entrances or services.
Guest Room Signage Requirements
The following signage is required for each guest room:

Check-out time

“Non-Smoking” signage on exterior of door -- If the hotel has a dedicated non-smoking floor,
the signage may be provided in the elevator lobby area only accompanied by “No Smoking”
signage inside each guest room on the floor.

Law Statements: Examples: Innkeeper’s liability law or Reglamento de la Ley de Turismo
(where required)

International dialing codes (may be located in the telephone directory)

Customized telephone face plate (logo required) for each telephone
Also see Print Collateral & Brand Safety Standards for additional requirements.
Direct Reservation Channel Standard
Licensor’s web site URL and CRO telephone number as specified by Licensor must appear with
the applicable brand logo on all printed materials and expendable items as specified from time to
time by Licensor.
Current brand standards for logo items are:

Note cards/pads

Pens/pencils

Room key jackets
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IX. FRONT DESK POLICIES/PROCEDURES & GUEST
RESERVATIONS
Front Desk Policies/Procedures
The front desk must be staffed twenty-four (24) hours a day. For security reasons, room
numbers and personal information about the guest (such as home address) must not be stated
aloud at check-in or be given out over the telephone. Room numbers must not be shown on
keys or electronic door openers. Hotels using guest credit cards as room keys must give guests
the option of using another key. Guests must not be charged a deposit, a separate charge, or a
credit at billing for the room key, housekeeping, or in-room safes. Registered guests may charge
to their room accounts in accordance with credit limits established by the hotel.
Group Registration
The hotel must set up a procedure for efficiently pre-blocking rooms. This must include:

Arranging room assignments

Coordinating check-in

Luggage handling

Departure/check-out
If Guests Cannot Be Immediately Accommodated
Guests with confirmed reservations must not be required to wait for their rooms when they arrive
after posted check-in time. If a guest arrives before posted check-in time and has to wait, the
hotel must:

Inform the guest of the approximate length of the wait

Offer an appropriate place to change, if requested

Offer to store luggage on a complimentary basis

Ensure the guest is sent to a clean room that is ready for occupancy
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Supplies
The following supplies must be available at the front desk at all times:

Four-wheel luggage carts

Priority Club® Reward’s Welcome Sign: Must be displayed on the front desk

Priority Club® Rewards applications, but must not be displayed on the front desk

Priority Club® Rewards Visa® applications (US Only): Must not be displayed on the front
desk

Emergency procedures plan

First aid kit: See Brand Safety Standards

Forget Something?SM amenities

Local residential and business telephone directories for guests’ complimentary use
Guest Reservation Procedures
The guest’s first encounter with a hotel may be when making a reservation. When making a
reservation, the hotel staff must be trained to conduct these transactions professionally and
accurately. Key points to ensure a positive experience are:

Provide the range of accommodations available and explain hotel services and facilities

Offer to guarantee the reservation

Issue the reservation confirmation number/cancellation number

Provide written confirmations (including smoking preference and night(s) rate) upon request.
The hotel must honor the night(s), rate and smoking preference (S/NS) that has been
confirmed with the guest. Note: When a guest’s confirmed smoking preference (S/NS) room
is not available, the guest is to be offered their first night’s stay free of charge

Explain the hotel’s cancellation policy

Include the guest’s Priority Club Rewards member number with all member reservations
A HOLIDEX® Plus or PMS (Property Management System) reservation operator must be
available twenty-four (24) hours a day (unless calls are forwarded to 1-800-HOLIDAY). If the
system is temporarily out of operation, the hotel may refer the guest to 1-800-HOLIDAY, or the
guest’s request must be taken manually and followed by a confirmation call to the guest when
the system is back in operation. Hotels also have the option of participating in the Virtual Central
Reservation Office (VCRO) program. For program information, contact the Support Desk at 1888-442-8276
.
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Guaranteed Reservations
Guaranteed all-night reservations and reservations secured by advance deposits must be held
until check-out time the next day. Non-guaranteed reservations must be held until 6:00 p.m.
destination hotel time.
Upon making a guaranteed reservation, guests must be provided a confirmation number and
notified whether their credit card may be charged for the first night’s lodging rate, plus tax, if their
reservation is not claimed or canceled by 6:00 p.m. hotel time. Hotels must accept any of the
following to secure a guaranteed all-night reservation:

Payment of advance deposit in cash, travelers’ checks, certified check, cashier’s check, or
money order, including tax

Acceptable credit card number, usable by the hotel for payment should the guest fail to
arrive or to cancel the guaranteed reservation by 6:00 p.m. destination hotel time

IATA numbers unless the hotel has established an Advance Deposit Requirement in the
HOLIDEX® Plus Reservation System.

Companies and associations must be permitted to guarantee group guest rooms if credit
arrangements have been appropriately made
Canceling a Reservation
Upon canceling a reservation, guests must be provided a cancellation number. When canceling
reservations, hotel personnel must ask the guest the total number of room reservations to be
canceled to determine whether the reservation has been assigned multiple confirmation
numbers. Prior to billing a no-show, a hotel must check in HOLIDEX® Plus to verify the Central
Reservation Office or another property did not cancel the reservation.
Reservations for Guests with Disabilities
Each hotel must display on its HOLIDEX® Plus inventory screen at least one room type that is
designated for use by guests who use wheelchairs. Each hotel must show its full inventory of
rooms designated for use by guests with disabilities on its Display Hotel Miscellaneous (DH-4)
screen and be able to guarantee the room type when available. Upon the request of the guest or
InterContinental Hotels Group (IHG), the hotel must guarantee reservations for room types (if
available) designated for use by guests with disabilities when provided with appropriate
guarantee by the guest. Such guaranteed rooms must be held until check-out time the day after
scheduled arrival. See Travelers with Disabilities in this manual regarding the DH-4 screen and
ADA requirements.
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Dishonored Reservations
In the event an overbooking occurs due to an unforeseen stayover or any other circumstance
and a room is not available to a guest holding a reservation (prior to 6:00 p.m.) or a guaranteed
reservation, the Guest Service Manager or MOD (Manager on Duty) must meet with the guest
and do the following:

Explain the circumstance and reason for the situation (i.e., guest staying over)

Apologize to the guest

Arrange and offer to pay for the first night’s accommodations, including equivalent
accessible accommodations for travelers with disabilities, at another Holiday Inn Express
hotel (if available) or at another comparable and convenient lodging facility

Reimburse the guest for any reasonable expenses incurred by the change, including
transportation and the cost of telephone calls to notify family

Refund the advance deposit to the guest in addition to the payment described above

Take additional necessary measures to satisfy the guest if the guest is still not satisfied

The General Manager or MOD (Manager on Duty) must personally contact the guest that
night or the following morning by phone, apologize for the situation, and inquire as to the
guest’s satisfaction with the alternate accommodations

For group reservations, count a “walked room” toward their contracted comp room policy
(e.g., “one comp for every 50 rooms occupied”)
Advance Deposits
Hotels may require guests to pay an advance deposit, including tax, for reservations. Hotels
requiring advance deposits must be identified as such in HOLIDEX® Plus/PBS. Advance
deposits may not exceed the room rate, including tax, for the number of nights the hotel has
established as a minimum stay in HOLIDEX® Plus/PBS. Advance deposits must be paid directly
to the destination hotel. Note: Central Reservations Offices in Mexico City and Sao Paulo will
accept advance deposits for worldwide reservations for residents of their respective countries in
accordance with the procedures and requirements of IHG Central Reservations Department.
The destination hotel must accept the following forms of prepayment for reservations:

Cash

Certified check

Cashier’s check

Traveler’s check

Money order

Credit card specified by IHG

Other forms of payment may be accepted at the discretion of each hotel
See Methods of Payment: Mandatory Programs & Services of this manual.
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Cancellation Procedures for Advance Deposits
Each hotel may establish its own individual refund policy for cancellations involving advance
deposits. To do this, the hotel must select a cancellation deadline from one to thirty days prior to
the arrival date. The hotel must refund the full deposit if the guest’s cancellation complies with
this policy.
If a reservation is made within the established cancellation period (i.e., one to thirty days prior to
the arrival date) and the guest cancels the reservation, the hotel may require the guest to forfeit
the entire advance deposit provided that the no-refund policy was communicated to the guest at
the time of reservation. The hotel must determine individually what appropriate adjustment
should be made if a guest cancels after the deadline due to personal emergencies.
The hotel’s advance deposit cancellation policy (i.e., number of days from one to thirty) must be
listed in HOLIDEX® Plus PBS. Also the hotel must clearly communicate and confirm the
cancellation policy in writing to the guest. Hotels that do not have an advance deposit policy
must refund any guest prepayment if cancellation is received by 6:00 p.m. destination hotel time
on the arrival date.
These procedures do not apply to a group reservation of ten (10) or more rooms.
Complaint Resolution
The hotel must make a good faith effort to build good guest relations and enhance customer
satisfaction by reaching a mutually agreeable resolution of complaints whether they are received
by the hotel directly or forwarded from Guest Relations. Complaints must be resolved
immediately to the guest’s satisfaction in line with the Hospitality PromiseSM.
Each hotel must establish and maintain an internal procedure for handling guest complaints.
The hotel must, at a minimum, comply with the following:
On Property

Manager on Duty Requirement: The hotel must designate a Manager on Duty to be
available to guests on premises seven (7) days a week between the hours of 7:00 a.m. and
11:00 p.m. and within fifteen (15) minutes at all other times. The Manager on Duty must
have the authority to resolve guest complaints. Whether or not a Manager on Duty is
available in the timeframes specified to respond to a guest complaint, the hotel must
respond to Guest Relations as required in this standard.

Email Complaints: A member of hotel management must respond to emails received via
any of the hotel’s publicly posted email addresses within 48 hours.

On-Property Complaints: Complaints received from a guest who is still on property will be
directed back to the hotel by the Guest Relations Case Manager for resolution if the guest
has not already contacted the hotel.
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Guest Relations

One Contact Resolution - Certain types of cases handled by IHG Guest Relations on
behalf of the hotel will incur a case management fee. Cases regarding hotel service, hotel
condition and hotel cleanliness are included in the One Contact Resolution process
(including but not limited to Commercial Areas, Hotel Staff Service, Hotel Safety/Security,
Poor Overall Service, Guest Room/Bath Cleanliness, Food & Beverage). These cases will
be immediately handled by Guest Relations up to the compensation amount of no greater
than one night room and tax. The hotel will be required to pay the case management fee of
$150 per case and which may change from time to time, plus the compensation amount.
The case management charge for processing the case is independent of any compensation
provided to the guest by either the hotel or Guest Relations or any other fees incurred. Top
1/3rd Hotel award/incentive Each Quarter the top 1/3rd hotels (measured by Guest
Relations Index of total quality and service complaints per 1,000 rooms occupied) will be
awarded an incentive of no fee for OCR cases for the following quarter.

IHG will forward to the hotel non service and quality complaints received by Guest Relations
that involve guest satisfaction at the hotel through WebGURU. The case may indicate that a
response to the guest is required from the hotel. The hotel must respond to the guest within
48 hours. In a case where the guest contacts Guest Relations because hotel has not
responded to the guest within 48 hours from the time the complaint is forwarded to the hotel,
or the guest is not satisfied with the hotel’s resolution, the complaint will be handled with
One Contact Resolution and the case management fee of $150.00 will be applied plus any
compensation issued to the guest by Guest Relations.

The hotel must check the WebGURU system online daily at
https://www.ihgmerlin.com>Applications>WebGURU for cases received by Guest Relations
and referred to the hotel and update WebGURU with any actions taken, or compensation
issued, to resolve the guest issue.

If Guest Relations determines trending in any of the service and quality issues, they will
forward the information to the IHG Quality Department for review.

Various tools such as the Hotel Resource Guide and the One Contact Resolution Matrix can
be found on https://www.ihgmerlin.com to assist in handling guest complaints internally.
Excluded from the scope of this Standard are 1) claims in litigation, claims subject to insurance
or self-insurance coverage, and claims which cannot be resolved by the hotel without notice to
or participation of an insurance carrier, and 2) acts of God or other extraordinary circumstances
beyond the hotel’s control.
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X. RECREATION SERVICES
Swimming Pool
A swimming pool is required. See Design & Construction: Recreation Facilities for additional
requirements.
Enhanced Water Recreation
Water slides, water features and waterparks are rarely approved at facilities for Holiday Inn
Express hotels. Existing water slides, water features and/or waterparks as well as new water
slides, water features and/or waterparks must comply with this Water Recreation Standard and
all Design & Construction related requirements. See Design & Construction: Enhanced Water
Recreation.
Definitions

Water Park (or waterpark): An aquatic recreational facility with a minimum size of 10,000
sq ft. and offering at least the five (5) major water activities as specified herein (see
Waterpark Features).

Water Slide: Slide exceeding 5 feet in vertical height designed for use by riders, and
intended for possible immersion in water.

Water Feature: Interactive water activities which do not include a slide component or a
slide designed primarily for children that does not exceed 5 feet in vertical height.
Prohibited Equipment – All Hotel Areas
Diving equipment of any kind (diving boards, platforms or trampolines) is prohibited in or around
the swimming pool.
General Requirements for all approved Water Slides, Water Features and
WaterParks
NOTE: In all instances where a “water slide and/or water feature” is mentioned, these
Standards apply to all such water slides and/or water features at the hotel, regardless of the
number of water slides and/or water features provided.
All waterparks, water slides, and water features must be designed, constructed, and operated in
compliance with all federal, state/provincial, and local laws and regulations, with recognized
specifications from ANSI and ASTM, with these Enhanced Water Recreation Standards, and
with the Specifications for Water Recreation Components, as applicable, whichever is more
stringent, as they may be updated from time to time. All of these requirements are jointly referred
to throughout this Enhanced Water Recreation Standard as “Full Requirements”.
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Each hotel must, upon request of IHG, provide a certificate from a licensed engineer, stating that
the waterpark, water slides, and/or water features at the hotel were designed and constructed in
compliance with the Full Requirements.
Specifications for Water Recreation Components
Hotels must comply with the minimum requirements in the Specifications for Water Recreation
Components document, referenced in this document, and which can be found at
www.ihgmerlin.com>Hotel topics or Applications>Brand Central>Brand Standards.
Ownership
Regardless of whether the waterpark, water slide and/or water feature is owned and/or operated
by the same entity that owns the hotel, the Holiday Inn Express Licensee is responsible for
compliance with all applicable Full Requirements (stated above).
This includes, without limitation, instances when:

The waterpark, water slide and/or water feature is on the hotel property.

The waterpark, water slide and/or water feature is physically attached to and/or directly
accessed by the hotel.

The waterpark, water slide and/or water feature is associated with or marketed with the hotel
and/or IHG trademarks.
If the waterpark, water slide and/or water feature is located in a separate facility which could be
perceived by the guest and/or day pass holder to be part of the hotel, hotel owner/operator must
provide documentation demonstrating that the attraction containing the slide is owned and
operated by a separate corporation from the Franchisee.
If the waterpark, water slide and/or water feature is not owned or operated by the Licensee, the
Licensee’s agreement with the waterpark owner is subject to the prior review and approval by
IHG.
Lifeguards and/or Slide Attendants
Hotels must provide as per all applicable Full Requirements (stated above).
Insurance Requirements
The franchisee’s insurance policies must meet all applicable Full Requirements (stated above)
and any additional requirements of IHG’s Risk Management Department.
Specific Requirements for Waterparks
In addition to Holiday Inn Express Swimming Pool standards, the following requirements apply:
Waterparks are rarely approved at facilities for Holiday Inn Express hotels. Existing waterparks
and new waterparks must comply with this Enhanced Water Recreation Standard.
Holiday Inn Express hotels that have already had waterparks approved by IHG may retain them,
subject to compliance with this Enhanced Water Recreation standard. Hotels may determine if
their waterpark has already been approved by contacting the Holiday Inn Express brand team at
[email protected].
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A hotel with more than one water slide or water feature that does not qualify for the waterpark
designation is still subject to all provisions of the Enhanced Water Recreation standard with the
exception of the “Specific Requirements for Waterparks” requirements. As such facilities,
regardless of size, provide multiple features more common to waterparks, it is strongly
recommended that applicable portions of the “Specific Requirements for Waterparks” be
implemented.
Designation
The Waterpark designation is specific to the actual waterpark facility only and the word(s)
“Waterpark” or “Water Park” are not permitted to be part of the hotel name. Moreover, hotels
may not market their IHG facility as a waterpark without being approved to carry the designation.
The detailed requirements for waterparks can be found below, under “Waterpark Features”.
Approval
NHOPS (whether conversions with existing waterparks or new construction hotels) and existing
hotels without prior approval, must apply for approval to have a waterpark, regardless of
waterpark ownership. The following is required:
1.
The hotel must submit to the IHG Franchise Approval Committee for approval:
a. The Waterpark Feasibility Study report. (The Waterpark Feasibility Study must be
completed by a professional firm specializing in waterpark feasibility studies.)
b. Architectural plans for existing waterparks or concept drawings for new build waterparks.
2.
Architectural plans for new waterparks must be submitted to IHG Design & Plan Review for
approval of all elements prior to construction. All waterpark elements must comply with all
applicable Full Requirements (stated above), including Holiday Inn Express Brand
Standards and the Specifications for Water Recreation Components, which can be found at
www.ihgmerlin.com>Hotel topics or Applications>Brand Central>Brand Standards.
3.
The hotel must have an IHG Risk Management Waterpark Consultation, and comply with
this Enhanced Water Recreation standard.
Access
Access to the waterpark must be included in all room rates. Separate waterpark access charges
to hotel guests are prohibited. For those hotels that do not have swimming pools separate from
the waterpark, additional fees for waterpark access may not be charged to registered guests,
and the IKWAT rate may not be used. Access information must be communicated clearly to
potential guests via all booking channels.
Priority Club® Rewards members using Reward Nights for their stay must not be charged a
separate access fee for the waterpark.
At certain times, hotel occupancy levels may allow for the sale of day passes to the public and
hotels can take advantage of local demand for access to the waterpark.
The sale of day passes is permitted with adherence to the following requirements:

Registered hotel guests’ comfort, safety and enjoyment must be the top priority.

Occupancy forecasts must be at an acceptable level to offer day passes. Appropriate levels
are at the hotel’s discretion and must be closely monitored daily.
103

The waterpark must never exceed the waterpark maximum capacity level(s) under any
circumstances. All state and local requirements for waterpark operation, including without
limitation waterpark capacity, must be followed.

Processes must be in place such that:


o
Capacity levels in the waterpark are monitored and regularly reported to front desk
staff and/or hotel management, especially around check-in and check-out times.
o
Specific guidelines are set to establish when no additional day passes are to be
sold.
o
Access to the waterpark for arriving and departing guests is granted (or
prohibited) on a consistent basis, and that hotel policies are communicated to
arriving and departing guests in advance of their stay. It is the hotel’s
responsibility to determine whether it will allow waterpark access to hotel guests
after check-out on the day of departure and/or prior to check-in on the day of
arrival. If allowed, additional measures for monitoring waterpark capacity must be
established and adhered to in making decisions regarding day pass sales.
Waterpark Access/Entrance/Exit:
o
All waterparks must restrict day pass holders to the waterpark area and prevent
unauthorized entry to the guest room area(s).
o
New and renovating hotels must have a separate entrance and exit from the
waterpark facility for day pass holders.
Day Pass Sales:
o
All waterparks must have a separate area, other than the guest check-in area of
the hotel registration desk, for waterpark day pass sales.
o
New and renovating waterparks must have a separate sales area, outside of the
hotel lobby (a typical and recommended location is at the waterpark entrance), for
waterpark day pass sales.

A process must be in place to distinguish day pass purchasers from registered hotel guests,
such as, by way of nonlimiting example, wristband color coding.

It is strongly recommended that the hotel establish a separate line or check-in area at the
hotel registration desk for hotel guests who do not want waterpark access, such as business
travelers.
Hours of Operation
It is strongly recommended that waterparks be open daily (weather permitting, for outdoor
waterparks). Hours of operation must be communicated via all booking channels and
prominently posted at the property.
It is strongly recommended that the access for non-registered guests using day passes be
outside of the standard Breakfast Bar hours of operation.
Waterpark Pool(s)
Waterparks will typically have pools of various sizes and configurations based on specific facility
designs. All plans must be approved by IHG Design & Plan Review. Humidity and odor control
is required, and all pools must meet all Holiday Inn Express brand standards for Swimming
Pools.
Note: For new and renovating hotels: If a children’s slide is provided, it must be placed in a
separate wading pool with a minimum size of 200 square feet and maximum depth of one (1)
foot. The wading pool must meet all applicable Full Requirements (stated above), as well as the
104
Holiday Inn Express Wading (Kiddie) Pool standard. A children’s slide must not empty into a
regular swimming pool.

The hotel must meet all applicable Full Requirements (stated above) regarding safe slide
height relative to water depth and any other safety requirements.
Swimming Pool for All Hotel Guests
For all new and renovating hotels, an onsite, separate swimming pool, meeting all Holiday Inn
Express brand standards for swimming pools, must be accessible and free for all hotel guests.
This pool must be separate from the waterpark facility.
Waterpark Features
Waterparks will typically have varying features and configurations. All features and plans must
be approved by IHG Design & Plan Review and must comply with all applicable Full
Requirements (stated above).
To obtain a Waterpark designation, a minimum of five major water features is required.
The following requirements apply to new hotels and hotels undergoing PIPs and voluntary
renovations:


These features include the following required elements:
o
A minimum of two slides, with a minimum height of 16 feet each. Flume sizes
vary by manufacturer and must be approved by IHG Design & Plan Review. One
of the required slides must be a body slide. It is strongly recommended that the
other slide be a tube slide; however this is at hotel’s discretion, subject to IHG
approval.
o
An activity pool with minimum depth of 3 feet and maximum depth of 4.6 feet,
including an activity such as water basketball.
o
A wading pool with zero depth entry (where guests enter the water at zero depth,
as at a beach, and the water gradually increases in depth) with a minimum width
of 10 feet.
o
An interactive multi-level recreational structure, such as a tip bucket (which fills
with water and periodically “tips” over to dump the water), or other such interactive
feature. Sizes will vary by manufacturer and must be approved by IHG Design &
Plan Review.
In addition to the required elements listed above, the following features are recommended,
where space allows, but not required:
o
A river feature (a shallow pool in which guests on inner tubes are pushed through
the water by a gentle current) with a minimum length of 150 feet and minimum
width of 10 feet.
Depth may vary at different points depending on the design and must be approved by
IHG Design & Plan Review.
o
A wave pool, requiring a minimum of 4 feet depth at the wave generation
chamber. As a separate feature, the wave pool requires a minimum waterpark
facility size of 20,000 SF in order to fit with the above required elements.
Waterparks below 20,000 SF are not approved for inclusion of a wave pool.
However, if space and design allows, wave generation may be a part of the River
feature.
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Whirlpool
A whirlpool is not recommended in the waterpark, but if provided it must comply with all of the
whirlpool requirements stipulated in the Holiday Inn Express Standards Manual. Sufficient
monitoring to ensure that unauthorized children do not access the whirlpool must be provided.
Additionally, at new and renovating hotels, the whirlpool must be sized to accommodate 10 or
more persons.
Food and Beverage
Food Service, whether operated by the hotel, the waterpark or a third party, including
restaurant(s), food court (counter services with adjacent seating), lounge(s) and/or kitchen(s)
with or without cooking equipment is prohibited at waterparks associated with a Holiday Inn
Express brand hotel.
For any pre-existing waterparks that have been given express written permission by IHG to offer
Food Service:

Such food service must be provided during all waterpark operating hours and no additional
hours.

Menus must approved by the IHG Franchise Food & Beverage Department.

Breakable items such as plates and glasses are prohibited in the waterpark area; disposable
cups and plates are required. Environmentally friendly products are strongly
recommended. Metal utensils (forks, knives, spoons) are prohibited; prepackaged
disposable utensils suitable for menu items are required.

IHG approval for any current F&B offering terminates at license action, PIP or voluntary
renovation.
Alcohol sales are prohibited at Holiday Inn Express brand hotels. Furthermore, alcoholic
beverages are not permitted and may not be served on-premise at a Holiday Inn Express hotel
unless specifically approved in writing and in advance by IHG. If permitted by IHG (typically as
part of a Manager’s Reception held in the hotel Greatroom where alcohol is provided free of
charge to registered guests of legal age), alcohol may be brought into the waterpark at the
hotel’s/waterpark operator’s discretion. Each alcoholic beverage must be prepackaged or
served in a disposable cup. Bottles and glass are prohibited.
Hotels must comply with all state and local regulations regarding the service of alcoholic
beverages.
The hotel may, at its discretion, provide guests and waterpark pass holders with information
(e.g.: menus, phone numbers, etc.) regarding non-attached restaurants and/or food delivering
companies that can bring food into the waterpark. The guest or pass holder must pay the
delivery service directly; such charges cannot be direct-billed to the room. Hotels electing to
permit this service must establish areas for food consumption and waste disposal. Hotels must
also ensure that precautions are taken to ensure the safety of the guests and pass holders, as
well as to ensure that the delivery person can safely deliver within the park.
A staging area is permitted for use by outside caterers, i.e., for special events but the staging
area may not be used for preparing hot food items.
All waterparks must have self-service snack and drink vending machines. These machines must
be installed in accordance with all related Holiday Inn Express standards.
106

The hotel must establish a policy specifying what type of food and/or beverages the guests
can bring to the waterpark, where the food can be consumed, how the food must be
packaged and disposed of, etc. It is recommended that coolers not be permitted.
Gift Shop/Sundries
Holiday Inn Express brand hotels that have waterparks must have a gift/sundries shop.
Gift and Sundry Shop
Merchandise sales opportunities must be provided at each waterpark hotel in the form of a gift
and sundry shop (physical shop) in accordance with the Holiday Inn Express Sundries standard.
In addition to the required items, hotels may include destination and signature waterpark
souvenirs, gifts, clothing and sportswear items, as well as standard personal necessities and
toiletries.
All items for sale must be nationally recognized brand names positively perceived by the guest.
In addition to the Holiday Inn Express Sundries standard, gift shops at hotels with a waterpark
designation must carry the following:

Batteries

Disposable cameras

Swim diapers
Foods:

Candy bars

Chips

Healthy options snacks (i.e. sunflower seeds, granola bars)

Ice-cream/ice-cream bars
Drinks:

Soft drinks (i.e.: Coke® or Pepsi®, Diet Coke® or Diet Pepsi®, Sprite®, Dr. Pepper®)

Bottled water

Sports drinks (i.e. Gatorade®, PowerAde®)

Fruit juice

Non-carbonated beverages
Gift/Toy Items:

Selection of various gift and toy items (i.e., stuffed animals, stationery, picture frames, snow
globes, beach balls, key chains)
Miscellaneous:

Selection of sunblock lotion, suntan lotion/oils and aloe products (if outdoor pool, waterpark
or tanning area)
107

Lip balm

Beach/Pool towels

Magazines

Water bottles

Sunglasses: Selection of various brands, styles and colors for men, women and children (if
outdoor pool, waterpark or tanning area)
Waterpark Name/Special Logo

Hotels must create a special name/logo, separate from the Holiday Inn Express logo and
hotel name, for their waterpark. The special name and logo must be approved by the
Holiday Inn Express brand. All trademark research and procedures prior to using any special
name and/or logo, and all requirements and costs related to registration and maintenance of
such name and/or logo, are the sole responsibility of the hotel. Such special name and/or
logo must not utilize or infringe on any IHG trademark or any other trademarks.

No hotel or waterpark may use the word Resort in its facility naming or in the special
waterpark logo.

The special logo may be used on printed material, printed advertising, on-premise signs,
outdoor highway billboards (must meet brand specifications for billboards) with approval
from the Holiday Inn Express brand.

The special logo and can be used on the hotel’s exterior in accordance with Signage
standards outlined below.

The special waterpark logo must be displayed at the entry of the waterpark area.
Signage
Professionally designed and permanently installed signage explaining the rules and method of
safe operation is required at the exercise equipment, whirlpool, sauna, swimming pool areas,
and at slide and water feature area(s). Any facility containing special water features/attractions,
whether designated as a waterpark hotel or not, must provide signage for Slide Rules when
slides are present, and the safe and proper use of any special water features/attractions, as
contained in the Full Requirements (stated above), including the current Specifications for Water
Recreation Components, available at www.ihgmerlin.com>Hotel topics or Applications>Brand
Central>Brand Standards.
Hotels must designate the waterpark facility so that it is visible to guests via signage at the entry
of the waterpark. The signage must display the special name/logo of the waterpark. Size of the
sign depends on the area involved and must be reviewed on a case by case basis through IHG
Design & Plan Review. Painting the logo on the door entering into the waterpark area is
possible, but must be approved by IHG Design & Plan Review.
The waterpark logo must not be used on any instructional and/or safety signs.
Signage containing the waterpark logo may be used on the hotel’s exterior as long as it does not
conflict with IHG signage requirements and does not diminish the total square footage available
for primary signage as defined by local codes. The special waterpark logo is not permitted on
New Logo exterior signage.
All signage plans for the waterpark must be submitted to IHG Design & Plan Review and
approval must be received prior to ordering or installing signage in any location.
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Specific Requirements For Water Slide(s)
Holiday Inn Express hotels with water features that do not have an approved, valid waiver on file
must apply for a waiver, including all documentation specified in the Specifications for Water
Recreation Components document, and any additional documentation that the Waiver
Committee may require. Hotel owner/operator must show to the Waiver Committee’s
satisfaction that a water feature is necessary for the hotel to remain competitive in its market.
Access
Water slide use must be limited to registered hotel guests. Day passes must not be sold.
When the slide is not open for guest use, access must be restricted by gate as per the
Specifications for Water Recreation Components.
Hours of Operation
It is strongly recommended that water slides, especially indoor water slides that are not impacted
by weather, be open daily. Hours of operation must be communicated via all booking channels
and prominently posted at the property.
All slides must be constructed in accordance with all applicable Full Requirements (stated
above), including the Specifications for Water Recreation Components regarding safe slide
height relative to water depth, “kiddie” slide requirements and any other safety requirements.
Signage
Slide rules must be posted in accordance with all applicable Full Requirements (stated above),
including Specifications for Water Recreation Components.
Signage must be approved by IHG Design & Plan Review.
Specific Requirements For Water feature(s)
In addition to Holiday Inn Express Swimming Pool standards, the following apply:
Water features, whether inside the pool or on the pool deck, are rarely approved for Holiday Inn
Express hotels. Existing water features and new water features must comply with all applicable
Full Requirements (stated above), including this standard.
Examples of water features include, but are not limited to, play fountain, climbing features,
sprayers, gushers, rain caps/umbrellas and/or tunnels.
Access
Water feature use must be limited to registered hotel guests. Day passes must not be sold.
109
Hours of Operation
Water features must be open at all times the pool and/or pool area is open.
Hours of operation must be communicated via all booking channels and prominently posted at
the property.
Signage
Water feature rules must be posted in accordance with all applicable Full Requirements (stated
above), including the Specifications for Water Recreation Components.
Optional Recreation Facilities
Game Room (when provided)
A Game Room is optional at Holiday Inn Express® hotels. However, if a Game Room is provided,
the following standards apply. The Game Room must be fully enclosed at all times. There must
be adequate space to accommodate the desired games; sound must be isolated from other
areas; visibility into the room from outside the room is required.
Acoustics

Noise must not adversely affect other public areas, meeting rooms, or guest rooms.

If required, high-quality acoustical ceiling tiles, acoustical wall, and/or ceiling hung panels
must be installed. Additionally, sound levels of electronic games must be adjustable to
ensure noise containment in the game area.
Electrical Requirements
One electrical outlet for each machine at 8 amps per outlet is required. Where multiple machines
are grouped, power strips with built-in circuit breakers may be utilized if local codes permit.
Games

All electronic games must be in good repair and clean at all times.

Game equipment such as pool and shuffleboard tables must be in good condition (e.g.,
smooth felt with no tears or excess wearing) with all accessories such as cues and chalks
readily available to guests.

A suitable change or token machine must be provided.
HVAC
Heating, cooling, and ventilation of the game area must be provided at all times to ensure guest
comfort.
Lighting
The overall game area must be sufficiently lit to allow for complete visibility of the entire space
from outside the space.
110
Wading/Kiddie Pool (when provided)

The wading pool must be separated from the main pool by a minimum of 6 ft. (1.8 m) in new
construction. A barrier at least 4 ft. (1.2 m) high must be placed between the main pool and
the wading pool (during upgrade for existing hotels) if the main pool is adjacent to the
wading pool (National Spa & Pool Institute, Volume I).

Wading pools must have a maximum water depth of 2 ft. (0.61 m). The water depth at the
perimeter must not exceed 18" (45.7 cm).

Wading pool walls must not extend more than 6" (15.2 cm) above the water line.

See Brand Safety Standards: Swimming Pools and Children’s Pools for more information.
Whirlpool (when provided)
Size and Location
Whirlpools must be sized to accommodate eight (8) or more persons, appropriately positioned,
and designed as a part of the landscaped environment.
See Brand Safety Standards: Whirlpools (Spa Pools) for more information.
111
XI. HOTEL GUEST ROOMS
The quality, cleanliness, and overall condition of the guest rooms have a tremendous effect on
guest satisfaction and intent to return to a specific hotel. A poorly cleaned and maintained guest
room can have a detrimental effect not only on a single hotel, but also on the entire Holiday Inn
Express system. Therefore, it is critically important that careful attention is paid to ensure a
positive stay experience.
Back-of-House Services
Housekeeping
All areas of the hotel must be kept in a clean and orderly manner. Housekeeping staff must
provide guests with friendly, prompt, professional service that reinforces the hotel experience.

Every occupied guest room (stayovers and check-outs) must be serviced by housekeeping
daily unless the guest specifically requests otherwise.

To minimize guest inconvenience, the guest in each room shown as occupied on the daily
room status report must be telephoned after the posted daily check-out time. If no contact is
made with the guest, the room must be visually checked for guest safety.

“Do Not Disturb” signs must be honored until daily check-out time. After check-out time, the
room must be called on the telephone before knocking on or opening the door.

Housekeeping (full room cleaning) must be provided within twenty (20) minutes of the
guest’s request during normal working hours. Requests for towels or other housekeeping
supplies must be provided within ten (10) minutes during normal working hours and within
twenty (20) minutes after hours. Guest requests must be honored twenty-four (24) hours per
day.

All items for sofa beds must be neatly stored in the closet in zippered plastic bags.

Housekeeping staff must not disturb guests (e.g., loud music, loud television, or loud
discussions in guest areas). Smoking is not allowed in the laundry, linen storage area, or
guest areas of the hotel. Housekeepers’ carts must not interfere with hallway traffic flow.
Sparkle Housekeeping Program
For U.S. and Canada
Effective Dates: Hotels opened on or after June 18, 2010, upon opening
Existing hotels as of June 18, 2010: December 31, 2011
Note: For hotels outside the U.S. and Canada: Sparkle is currently not
available.
Sparkle is the name of the approved guest room cleaning program for Holiday Inn Express®
hotels.
The main components of the Sparkle Housekeeping Program are:
o
Sparkle Housekeeping Workshop (train-the-trainer session)
o
Approved Cleaning Chemicals and Tools
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
Training: Executive Housekeeper
The Executive Housekeeper (or equivalent with ability to train) at each hotel must attend and
complete the Sparkle Housekeeping Workshop no later than October 31, 2011. Executive
Housekeepers starting work at Holiday Inn Express® hotels after October 31, 2011, must
register for the Sparkle Housekeeping Workshop within 60 days of assuming the position and
must complete the workshop within 120 days of assuming the position. Hotels must pay a
training fee and associated travel expenses.

Training: Housekeeping Staff
All housekeeping staff at the hotel must be trained with the Sparkle training material within 45
days of the Executive Housekeeper (or General Manager or Human Resources Trainer)
completing the Sparkle Housekeeping Workshop train-the-trainer session. After the initial round
of Sparkle training is completed at the hotel, new housekeeping employees must be trained on
site at the hotel with the Sparkle training material within seven days of hire. Documentation of
staff training must be made available for review by InterContinental Hotels Group (IHG) during
IHG on-site visits or otherwise upon IHG request.
Cleaning System, Tools and Supplies
Hotels are required to use the brand-approved chemicals, dispensing systems and tools. In the
United States and Canada, the approved suppliers are identified on the Housekeeping Hotel
Topic page on Merlin. Hotels must pay for all cleaning chemicals, the dispensing system and
tools.
Note: Hotels opting for alternate cleaning chemicals, dispensing system and/or tools must select
products that are equivalent to the designated products in both function and effectiveness.
Alternate products are subject to case-by-case review and approval by the Holiday Inn® brand
since procedures and corresponding training have been developed around specific types of
products.
Public Restrooms

Public restrooms must have an adequate supply of 2-ply toilet and facial tissue.

Facial tissue dispensers must be integrated into the vanity skirt, covered with a decorative
tissue box, or recessed in a sidewall.

Large commercial rolls of toilet tissue are allowed.

Toilet and facial tissue must be biodegradable.
Maintenance

All maintenance requests from guests, whether they concern public areas or guest rooms,
must be completed within forty-five (45) minutes.

If completion in forty-five (45) minutes is not possible for maintenance requests in the guest
room, an offer of another room must be made. If this does not correct the problem to the
guest’s satisfaction, the refund provision of the Hospitality PromiseTM policy applies.

When maintenance is being performed in an occupied guest room, a “Work in Progress”
sign must be placed on the exterior of the guest room door. Once work is completed, a
notice must be left in the room for the guest indicating the service that has been performed.
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Guest Room Equipment & Accessories
Coffee Maker Specifications
Brewer
o
Four-cup commercial brewer
o
Automatic-drip
o
One-hour automatic shut-off
o
On-off switch with indicator light
OR
All Hotels (except Canadian hotels)
o
One-cup automatic commercial brewer
o
Permanent brew basket required

For Hotels in the U.S., brewers with patented brew baskets that will
not accommodate Smart Roast coffee pods are not permitted.
o
Minimum 12-oz. reservoir
o
Automatic reset
o
Canadian Hotels
o
Approval Required via Waiver Request
o
One-cup automatic commercial brewer
o
Permanent brew basket required

Patented brew baskets which can only accommodate a single
brand’s/manufacturers’ coffee are not permitted
o
Minimum 12-oz. reservoir
o
Automatic reset
o
Electrical
o
Commercial application

UL Listed; C-UL Listed or CSA approved in Canada
o
Commercial grade electric cord
o
3-prong grounded plug

Extension cords are not allowed.
115
Coffee, Condiments, & Supplies
In the United States, coffee must be purchased from the same required Smart Roast distributor
listed in the current Express Start Breakfast Bar Guidebook found online at
https://www.ihgmerlin.com.
At a minimum, the in-room coffee service must include the following pre-packaged and vacuumsealed supplies:
Four–Cup or Larger
Brewers
One-Cup Brewers



United States
Smart RoastTM



Hotels outside of
the U.S.
All hotels

One (1) caffeinated coffee in
filter
One (1) decaffeinated coffee in
filter
Two (2) individually wrapped,
disposable Smart RoastTM cups
(at a minimum) with properly
fitted domed coffee cup plastic
lids.
One (1) caffeinated coffee in
filter
One (1) decaffeinated coffee in
filter
Two (2) individually wrapped,
disposable cups (at a minimum)
with properly fitted domed coffee
cup plastic lids.


Two (2) regular one-cup
brewer Smart RoastTM
coffee pods
Two (2) decaffeinated onecup brewer Smart RoastTM
coffee pods
Two (2) individually
wrapped, disposable Smart
RoastTM cups (at a
minimum) with properly
fitted domed coffee cup
plastic lids.
For Canadian hotels with valid
waivers on file and for all other
hotels outside the U.S.:
 Two (2) regular one-cup
brewer coffee pods
 Two (2) decaffeinated onecup brewer coffee pods
 Two (2) individually
wrapped, disposable cups
(at a minimum) with
properly fitted domed coffee
cup plastic lids.
Two (2) tea bags (1 regular, 1 decaffeinated)
Two (2) creamers (non-dairy)
Two (2) sugar packets
Two (2) sugar substitutes
Two (2) stir sticks
One (1) beverage napkin
Coffee, tea, condiments, and supplies must be replaced daily per guest use. Additional coffee,
tea, condiments, and supplies must be available to the guest free of charge upon request.
Washable mugs may be provided in addition to disposable Smart Roast cups.
The coffee maker, cups/mugs, condiments, and supplies must be positioned on a polypropylene
tray. It is recommended they be placed in an appropriate location in the guest room rather than
116
the guest bathroom. The coffee maker, tray with supplies, and cups/mugs must be placed so an
electrical outlet is within reach of the coffee maker’s electrical cord. Extension cords are
prohibited. The coffee maker, cups/mugs, condiments, and supplies must be neatly arranged.
Maintenance & Housekeeping
The coffee maker must be replaced when the unit is damaged, stained, or broken. The electrical
cord must be replaced immediately if frayed or damaged. The brew basket, when applicable,
and glass decanter must be thoroughly cleaned upon each guest use. Cups must be replaced
daily with clean ones, per guest use. It is the hotel’s responsibility to ensure that industryaccepted processes are utilized for cleaning the coffee maker and washable mugs (if provided)
and that such procedures are approved by local health codes.
Alarm Clock/Radio
An alarm clock/radio is required in each guest room and must be placed on the nightstand. The
alarm clock/radio must be a combination type only that is UL listed and has an L.E.D. (light
emitting diode) display. Additionally, it must meet the following requirements:

Easy to program

Snooze feature

Option to wake to alarm sound or radio

AM and/or PM indicator

AM/FM radio
Iron & Ironing Board
A full-size iron and ironing board must be stored in each guest room closet. The iron must meet
the following requirements:

Steam and dry ironing modes (steam/dry)

Weigh at least two (2) lbs. with a minimum 1,000 watts required

Automatically turn itself off after fifteen (15) minutes of no movement

Feature a power light that indicates when the unit is in auto shut-off mode

Carry the UL Listing Mark in the U.S. (C-UL Listed or CSA approved in Canada). In other
countries, the iron must meet local electrical regulations.
The ironing board must meet the following requirements:

Full-size ironing board 52.5" length and 13" width, 36" height when extended to full height

Steel construction with durable paint finish (baked or epoxy process)

Covered with a pad and securely fitted cover and may have no sharp edges (including
covered edges)
Refrigerator (when provided in non-suite guestrooms)

Must be a UL-approved (or equivalent outside the United States)

Must be sized approximately 18"W x 20"D x 32"H (47 cm x 51 cm x 83 cm)

Must be equipped with an automatic defrost function
117

Must be installed with adequate clearance from the wall for ventilation

Must be connected to an outlet concealed behind the refrigerator or refrigerator
cabinetry/casegood
o
Units located within 3 feet of a water source must be provided with GFI protection
Refrigerators installed in guestrooms September 1, 2010, or later must be contained in cabinetry
or casegood approved by IHG Design & Plan Review. Refrigerators installed before September
1, 2010, were to have been installed per IHG Design & Plan Review Department’s direction.
Installation of an Energy Star® (or equivalent outside the United States) rated refrigerator is
strongly recommended.
See Optional Guest Services & Facilities> Holiday Inn Express Hotel & Suites > Incremental
Holiday Inn Express® Hotel & Suites Standards >Guest Rooms > Kitchenette for Guest Suites
for microwaves requirements in suite rooms, even when the hotel is not licensed to carry the “&
Suites” descriptor.
See Optional Guest Services & Facilities> KidSuites® for microwave requirements in KidSuites®.
Microwave (when provided in non-suite guestrooms)

Must be a UL-approved (or equivalent outside the United States)

Must be a minimum cavity dimension of 0.6 cubic feet

Must be 500 watts or greater

Must have operation instructions affixed to the microwave oven in guest sight

Must be connected to an outlet concealed behind the microwave or microwave
cabinetry/casegood
o
Units located within 3 feet of a water source must be provided with GFI protection
Microwaves installed in the room September 1, 2010, or later must be contained in cabinetry or
casegood approved by IHG Design & Plan Review. Microwaves installed before September 1,
2010, were to have been installed per IHG Design & Plan Review Department’s direction.
Refer to Holiday Inn Express Hotel & Suites > Incremental Holiday Inn Express® Hotel & Suites
Standards >Guest Rooms > Kitchenette for Guest Suites for microwaves requirements in suite
rooms, even when the hotel is not licensed to carry the “& Suites” descriptor.
Refer to Optional Guest Services & Facilities> KidSuites® for microwave requirements in
KidSuites®.
Guest Room Televisions
See Technology: Televisions for specifications
Guest Room Telephones

See Technology: Telecommunications & Hotel Web Site Standards for specifications
118
Bottled Water (Where Required)
Effective February 8, 2013, hotels in Mexico must provide complimentary bottled water on a
daily basis in all occupied guest rooms as specified below:
Number of Beds in Room
Number of Complimentary Bottles Provided Daily
1
1
2 or more
2

Must be any nationally or internationally recognized brand

Must be factory-sealed

Each complimentary bottle must, at minimum, hold 500 ml of water
The hotel must offer additional bottles of water, in any size, through room service (when room
service is available) and/or vending machines. Hotels may charge a fee for bottled water when
provided through room service and/or vending machines.
Other Guest Room Supplies
The following supplies must be provided in each guest room:

One (1) flame retardant wastebasket

Four (4) transparent plastic tumblers, minimum 8-oz. (24 cc), sanitized-wrapped

Ice bucket with cover and plastic disposable bag; Styrofoam not acceptable

Three (3) glass ashtrays in smoking rooms. Note: Matches and ashtrays are not permitted in
non-smoking rooms.

Notepad and pen or pencil (logo required)

Laundry List: When dry cleaning and/or valet laundry is provided, a laundry list for guest
requests is required. The laundry list may be provided in the room with the laundry bag or
made available upon request. When the list is not provided in the guest room, the Guest
Services Directory must provide information regarding the availability of Dry Cleaning
Service and how to request a laundry list.

Laundry Bag: A laundry bag is required in each guest room for guest use, regardless of
whether the hotel offers dry cleaning or valet laundry services. A logo is not required.

Closet - Clothes Hangers: Hangers are required in all guest room closets as per the
requirements below:
119
Non-Suite Room
Suite Room
Skirt Hangers with
clips
Minimum 3
Minimum 5
Additional hangers
(clip or non-clip)
Minimum 3
Minimum 5
In the United Stated and Canada,
required by 12/31/2012. In other
countries, recommended but not
required.
Required
Non-Theft Proof (small
or standard- sized
hook)
Additional
Requirements
Uniform size, shape & color
Printed Collateral in a De-Cluttered Guest Room
The De-Cluttered Guestroom standard (“EXPERIENCE” PRODUCT HALLMARK: Guestroom)
stipulates:
“All table and desk surfaces in the guestroom must be free of clutter and not treated as a
display space. Only brand-specified items, Priority Club® Rewards information as specified,
eHost/HSIA instructions, and the in-room directory are permissible.”
This section will further define placement of printed collateral.
General Notes Regarding the Printed Collateral and Guest Services Directory (“GSD”) sections
below:

Guest Services Directory is abbreviated below as “GSD.”

The reference “Collateral” refers to printed items and verbiage required to be displayed in
print.

The reference “New Logo” refers to the Holiday Inn Express trademark featuring the “H”
monogram, gradient color carrier(s), the “Holiday Inn Express” wordmark, and in some
cases the “& Suites” descriptor.

The reference “Prior Logo” includes but is not limited to the script trademarks, the script
wordmarks, and the shooting star.

In many cases below, the hotel is required to incorporate additional information into the GSD
by 6/1/2011. This date coincides with the date listed in the “New and Prior Logo Usage
Standard” as the date by which all General Supply items and the GSD that featured the Prior
Logo must be replaced or removed.

The references “incorporated” or “in GSD” refers to the manner in which information must be
provided as part of the GSD. Information will be considered “incorporated” into or “in” the
Guest Services Directory when the information is professionally printed and bound in the
GSD in a manner similar to all other information printed and bound in the GSD. In the case
of brand-designed menus, these are incorporated via three-ring binding.
120
Print Collateral
Required Print Collateral
The following professionally produced print items and collateral are required in each guest room
and/or guest bathroom as noted in the chart below.
Required Print Collateral
Guest Services
Directory (“GSD”)
Brand or IHGSpecified Items, other
than those included
in this section
Brand Promise:
Forget SomethingTM

Place GSD on desk, activity table, dresser, nightstand or chest
shelf or inside the desk drawer
From time to time, the Brand or other IHG departments may mandate that
specific collateral be placed in the guest room or guest bathroom
When such collateral is mandated:

Place collateral as specified in the collateral announcement and, if
applicable, remove by the specified removal date provided by IHG

Required in GSD only when specified in announcement

Display promise language in the guestroom via freestanding sign,
tent card or card on guest bathroom vanity
o
At hotels approved to use the New Logo, any of the
following signs are permitted:
o
The brand-designed clear acrylic “Experience”
Hallmark “H” sign featuring the promise sourced from
Authorized Suppliers of Relaunch Hallmark items
OR
o
A brand-designed Forget Something?SM sign or card
sourced from Authorized Suppliers as listed in the New
Brand Identity Collateral Guide (posted at
www.ihgmerlin.com>Brand Central>Brand Standards)
and featuring the Holiday Inn Express® logo
OR
o
A No Logo Forget Something?SM sign or card featuring
the required promise language
or
o
o
A Prior Logo Forget Something?SM sign or card
featuring the required promise language; permitted only
until 6/1/2011
At hotels not approved to use the New Logo, any of the
following signs carrying the required promise language are
permitted on the guest bathroom vanity:
o
A No Logo Forget Something?SM sign or card featuring
the required promise language
OR
o

A Prior Logo Forget Something?SM sign or card
featuring the required promise language
In addition to sign or card, required promise language is required
in GSD by 6/1/2011
121
Required promise language:
Brand Promise:
Hospitality
PromiseTM

“Forget Something?SM Program: If you forgot to pack any standard
toiletry item (toothbrush, toothpaste, shaving cream, razor or
comb), just call the front desk and we’ll get you a complimentary
replacement right away.”

Display promise language in the guestroom

Required in GSD by 6/1/2011; once incorporated into GSD, only
required via GSD

A freestanding sign, except as noted below for Relaunched hotels,
is not permitted after 5/31/2011

At Relaunched hotels only, the following sign is permitted on the
guest bathroom vanity before and after 6/1/2011:
o

The brand-designed clear acrylic “Experience” Hallmark “H”
sign featuring the promise
Recommend incorporating into the GSD
Required promise language:
“Hospitality PromiseSM: Making your stay a complete success is our
goal. Just let our Manager on Duty or front desk staff know if any
part of your stay isn’t satisfactory. We promise to make it right or
you won’t pay for that part of your stay.”
Check-Out Time
Do Not Disturb Card
(Privacy Notice door
hanger)

Affix professional sign to closet wall or back or guest room door

In addition, required in GSD by 6/1/2011

Place on the inside of the door (on knob, on handle or affixed to the
inside of the door)

New Logo version must be sourced from Authorized Suppliers of
New Logo items
(Prior Logo sign permitted only until 6/1/2011 )
Equipment Operation
Instructions

Provide free-standing signage or affix signage to equipment as
appropriate until 6/1/2011 or until instruction language is
incorporated as part of the GSD, whichever occurs first

Required in GSD by 6/1/2011; once incorporated into GSD,
display only via GSD except when manufacturer provided
instructions are integrated as part of equipment
Instructions required for operation of:
Evacuation Plan Sign
(Interior Corridor
hotels only)
F&B Related:
Breakfast Bar Hours
of Operation
F&B Related:
o
In-Room Safe (when provided)
o
Microwave (when provided)
o
Any in-room recreational electronic equipment (when
provided)
o
Additional instructions at the hotel’s discretion

Affix professional sign to back of guest room door

List accurate Breakfast Bar hours of operation

Required in GSD by 6/1/2011; display only via GSD

Required in GSD by 6/1/2011; once incorporated into GSD, only
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Local Restaurant
Information
F&B Related:
Room Service
Information
required via GSD

Hotels wishing to provide information about local restaurants before
it can be incorporated into the GSD may provide such information in
the desk or nightstand drawer
For hotels that offer room service and that can incorporate menus into the
GSD:

Stack menus with GSD until 6/1/2011 or until menu information is
incorporated as part of the GSD, whichever occurs first
display only via GSD
For hotels that offer rooms service but that cannot incorporate menus into
the GSD due to menu-use contract stipulation:

Hotel-Specific
Notices
Stack menus with Guest Services Directory
For hotels needing to communicate notices on a Short-Term basis:

Applicable 30 days or less; e.g.: Pool closing, parking
announcement, road closings, power interruption
o
It is recommended that these notices be placed in the GSD
on brand-specified letterhead
o
Notices permitted on desk or activity table when the
message is applicable for less than 30 days
For hotels needing to communicate notices on a Long-Term basis:

Applicable more than 30 days; (e.g.: Renovation information)
o
Hotel-Specific
Policies
For hotels with hotel-specific policies; e.g.: Non-smoking policy and/or pet
policy:

HSIA Related:
eHost® tent card
HSIA Related:
HSIA Instructions
HSIA Related:
HSIA Support
Telephone Number
Required in GSD
Current policies required in GSD by 6/1/2011; in-room display only
via GSD
o
In room signage/notices prohibited
o
Communicate policies at check-in

New policies defined after 6/1/2011 must be incorporated into GSD
immediately

Place free-standing Brand-designed card on desk or activity table

Incorporate HSIA instructions as part of brand-designed eHost® tent
card by 6/1/2011

Until HSIA instructions are incorporated into the eHost® tent card,
free-standing signage or card is required on the desk or activity
table


Incorporate telephone number as part of brand-designed eHost®
tent card by 6/1/2011

Until telephone number is incorporated into the eHost® tent card,
free-standing signage or card is required on the desk or activity
123
table
Laundry List
Law Statements:

In addition, required in GSD

When the hotel does not provide laundry lists (for Dry Cleaning
and/or Valet Laundry) in the guest room, the list of available
services and instructions for obtaining a laundry list must be
provided in the GSD.
For hotels in the U.S.: Innkeeper’s Liability Law:

Affix sign to closet wall or back of guest room door
For Hotels in Mexico: Reglamento de la Ley de Turismo

Placed as mandated by law
For hotels outside the U.S. and Mexico: Applicable statements when
mandated by ordinance/regulation/law:
Linen Reuse: Bed
Linen
Linen Reuse: Bath
Linen
No Smoking Signage

Placed as mandated by local law or ordinance

Required in GSD only when mandated by ordinance/regulation/law
For hotels participating in a Bed Linen Reuse Program:

Place brand-approved instruction card (currently from Project
Planet) on nightstand

Additional coordinating brand-approved bed linen reuse collateral
permitted but not required; if used, place on another flat table
surface in the guest room
For hotels participating in a Bath Linen Reuse Program:

Place brand-approved instruction card (currently from Project
Planet) on bathroom vanity, toilet tank or hanging from towel bar

Additional coordinating brand-approved bath linen reuse collateral
permitted but not required; if used, place on toilet tank or tub edge
Prohibited inside guest rooms
(See Hotel Specific Policies above)
Notepad

A minimum of one notepad with logo placed on nightstand with
pen/pencil
o

New Logo version must be sourced from Authorized
Suppliers of New Logo items
An additional notepad with logo may be placed with a pen/pencil on
the desk or activity table
For hotels outside the U.S. Canada and Mexico, please contact
[email protected] to obtain designs and approval.
Pen/Pencil

A minimum of one pen/pencil with brand logo placed nightstand or
desk with notepad
o

New Logo version must be sourced from Authorized
An additional pen/pencil with logo may be placed with the notepad
on the desk or activity table
124
Priority Club®
Rewards Materials
Safety Tips Card
Telephone Related:
Area Code listing
As specified in the Priority Club Rewards standards, which may change
from time to time

In GSD only when required by PCR standards

AH&LA card or IHG-approved designed card placed conspicuously
on desk, activity table, dresser or nightstand


A list of all national and international telephone access codes is
required in GSD
Note: When telephone directories that provide this information are
placed in guest rooms (nightstand drawer or shelf), this notice is not
required.
Telephone Related:
Faceplate
Telephone Related:
Local Telephone
Directory

Place faceplate on each telephone in room
o
Must feature current hotel area code
o
Must be easily understandable
o
Must feature brand logo

New Logo version must be sourced from Authorized Suppliers of
New Logo items

Required in GSD.
Information must be provided advising guests that local residential
and business telephone directories are available at the front desk
and in the Business Center (when a Business Center is provided).
Note: When telephone directories are placed in guest rooms (night
stand drawer or shelf), this notice is not required.
Telephone Related:
Regulation/Law
For U.S. Hotels only: FCC Required Telephone Information:

Pre-print required information:
On telephone faceplate
and/or
In GSD
Required in GSD only when not available via the telephone
faceplate
The information must:
1. State that additional charges will be added to the guest's calling
card billing statement
2. Inform the guest how to obtain information about the amount of
any such charges, and
3. Inform the guest how the guest may place a call without
incurring such charges
See Technology: Telecommunications for more information
For hotels outside of the U.S.: Applicable Regulation/Law:

Pre-print required information:
o
Place as specified by regulation/law
125
o
If placement not mandated:
On telephone faceplate
and/or
In GSD
Required in GSD only when mandated by
ordinance/regulation/law
Television Related:
Channel Blocking
Instructions
Television Related:
Channel Listing
Television Related:
Pay Television Listing

Provide channel blocking instructions

Place freestanding sign or laminated card with instructions near but
not affixed to the TV or place on the nightstand; freestanding sign
or card permitted until 6/1/2011, or until incorporated as part of
GSD, whichever occurs earlier

display only via GSD

Place free-standing tent sign or laminated card near but not affixed
to the TV or place on the nightstand

For hotels offering pay television:

Display via on-screen messaging
or
Travelers with
Disabilities
Information

Place vendor-produced and vendor-provided print collateral near
but not affixed to the TV or place on the nightstand

Required in GSD; display only via GSD
Language required:
“Travelers with Disabilities: This hotel, like all hotels in the Holiday
Inn Express® system, is committed to providing accessible facilities
for travelers with disabilities. If you encounter barriers during your
stay, please contact the Manager on Duty. If you have further
comments regarding your stay, let us know by calling Guest
Relations at 1-800-621-0555 (within the U.S. and Canada). The
Hospitality PromiseSM Program and the Holiday Inn Express®
Reservation Promise apply to all guests. If in the future you require
an accessible room, you can assist us in meeting your needs by
making advance reservations through 1-800-HOLIDAY or 1-800465-4329, requesting an accessible room and letting the agent
know your individual needs.”
Additional Print Collateral:
The following print items and collateral are not required, however, if provided, the hotel must
place as follows:
Additional Print Collateral
Specifications and Recommendations
Item/Verbiage
Bible or other religious material
If provided, place in drawer or nightstand shelf
Comment cards
If provided, place in desk drawer or in the pocket of the GSD,
126
when GSD has a pocket
 New Logo version must be sourced from Authorized
In-room Stationery
If provided, place in desk or dresser drawer
 New Logo version must be sourced from Authorized
Magazines, travel guides, local interest
publications
If provided, place in drawer or on shelf
Television Related: Premium Channel
publications
If provided, placed with Channel Listing near the TV or on the
nightstand
Prohibited Print Collateral
Items and signage not listed above and not listed elsewhere in the Standards Manual are not
permitted in the guestroom or guest bathroom unless incorporated as part of the Guest Services
Directory.
Guest Services Directory specifications
Logo Usage
Type
Description
The GSD is not required to carry the Brand Trademark. However, the following specific
requirements for New Logo, No Logo and Prior Logo Directories apply:
New Logo GSD
No Logo GSD
Copyrighted Brand
Approved Design with a
Brand Logo used throughout
Any Design without a brand
logo
Sourced from any supplier
Sourced from Authorized
Suppliers as noted in the
New Brand Identity
Collateral Guide, posted at
www.ihgmerlin.com>Brand
Central>Brand Standards
Prior Logo GSD
Any Design with the prior
brand logo used on the
cover and/or throughout
the pages
The Prior Logo reference
includes but is not limited
to the script trademarks,
the shield or medallion
trademark, the script
wordmarks, the starburst,
the Holiday Inn Select
three-bar icon, the Holiday
Inn SunSpree Resort sun
and/or the Great Sign.
Sourced from any supplier
New Logo
Usage
Permitted exactly as
mandated in copyrighted
brand designs
The New Logo cannot appear
anywhere on the cover or
inside the directory except:
When the hotel elects to
include actual, original Brand
Approved Design letterhead
from an Authorized Supplier
as a Welcome Letter
When the hotel elects to
include photos of hotel
exterior that features the
Brand-specified exterior
127
New Logo not permitted
signage
When the logo is used on
IHG-designed collateral (e.g.:
Express Start collateral)
Usage
Permissions
All hotels approved to use
the New Logo as per the
New Brand Identity
Trademark Usage Standard
are permitted to use the
New Logo GSD
All hotels, regardless of
Relaunch status, are
permitted to use a No Logo
GSD
Prior Logo Prohibited on
GSD beginning 6/1/2011
If the hotel is not yet
identified on the IHG
website by the New Logo
as of 6/1/2011, they are
permitted to use the Prior
Logo GSD until the earlier
of the two options listed
below:


Advertising
Product
Placement
Not Permitted
Thirty (30) days after
one (1) New Logo
exterior sign has been
installed, or
Thirty (30) days after
the “Experience”
Hallmark Branded
Back Wall has been
installed in the hotel
Advertising is permitted as follows:

Must not violate the Improper Material and Activity
standard

Limited to the following:
o Holiday Inn® services and facilities
o Holiday Inn® advertising, programs and
promotions
o Other IHG properties
o Non-lodging businesses
Finished product must be a professionally printed with entries incorporated on
coordinated pages by binding (ring binding or other professional binding method)
Required GSD on desk, activity table, dresser, on a nightstand or chest shelf or inside
the desk drawer
Cribs
IHG has developed a mandatory “crib package” for hotels that contains the following
components:

Crib, mattress, and mattress cover, with bilingual instructions

Zippered sheet, decorative crib blanket and standard crib blanket

Child Safety Tips card
128

Crib “Sanitized” card

Mesh washing bag

Fitted slipcover
Cribs must be available in each hotel for complimentary guest use in accordance with the
following minimum count and specifications:
Number of Guest Rooms
Minimum Number of Cribs
(Note: Additional cribs may be
recommended in heavy leisure
markets.)
1149
2
150 199
3
200 249
4
250 and Above
5
Plus 1 for every additional 50
guest rooms
Bed covering must be clean, well maintained, and in good condition; damaged or permanently
stained bed covering must be removed from inventory.
All cribs and bed covering must also comply with the following specifications:

Structure
As of June 28, 2011, hotels replacing existing cribs must purchase cribs that are compliant
with the new federal regulations. All cribs must be compliant with the new regulations by
December 28, 2012.
Existing cribs (prior to June 28, 2011) until December 27, 2012, frame must be durable
steel construction (minimum 0.8 mm gauge) with diagonal steel leg brace welded to each
leg at the caster; mattress support board must be locked down. Each crib must have a foam,
donut-shaped bumper on all four legs. Crib finish must be non-toxic, lead free, powdercoated, and epoxy-coated resin for scratch-resistance. Minimum 3" (7.6 cm) heavy-duty
swivel casters are required; two of the casters must be equipped with safety locks.
Each crib must be hotel commercial quality and must meet or exceed ASTM F1822-97
“Standard Specification for Non-Full-Size Baby Cribs” as well as Consumer Product Safety
Commission (CPSC) 1509; hotels must provide proof of compliance during quality
evaluations.
New Cribs: As of December 28, 2012, each crib must be hotel commercial quality and
must meet or exceed current ASTM 406-10 standards “Standard Specification for Non-FullSize Baby Cribs” as well as Consumer Product Safety Commission (CPSC) 16 CFR Parts
1219, 1220, 1500; hotels must provide proof of compliance (ie. certificate from
manufacturer) upon request of IHG. Crib finish must be non-toxic, lead free, powder-coated,
and epoxy-coated resin for scratch-resistance.
http://www.cpsc.gov/businfo/frnotices/fr11/cribfinal.pdf
Hotels in Canada must meet the most current Canadian Regulations (regarding structure)
for non-full-size baby cribs.

Prohibited items
•
Play yards
•
Drop side or drop down side cribs
129

Mattress
Mattress must be manufactured especially for cribs and meet the following minimum
conditions:

•
Heavy gauge mattress ticking and tape seams (made of vinyl or other waterproof
material accepted by the CPSC as safe for children) or triple laminated waterproof
mattress cover.
•
Each mattress must clearly specify the crib model for which it was manufactured,
including a line drawing of crib, and must only be used with a crib for which it was
manufactured.
•
Bilingual instructions for assembly, maintenance, cleaning, storage, use and safety
must be provided for each crib and crib mattress.
Bed Covering
Crib Sheet: A zippered sheet is required for each mattress; the sheet must completely
enclose the mattress and fit securely on all corners and sides of the mattress.
Decorative Crib Blanket: A decorative crib blanket is required for each crib; blanket must be
no larger than 35" x 50" (89 cm x 127 cm) and manufactured specifically for child safety;
attachments such as buttons and bows are prohibited.
Thermal Crib Blanket: A standard crib blanket must also be available upon request maximum size = 36" x 50" (91 cm x 127 cm) 100% cotton.
Hotel must have extra bedding sets for each crib. All bedding fabric must be bleachable,
pre-washed for shrinkage and suitable for industrial washing and drying.
Bumper pads, pillows and fluffy comforters or blankets are prohibited.
Covering intended for use on beds other than cribs is prohibited.

Training
All room attendants must be trained to properly use and care for cribs and mattresses with
IHG approved training material during first seven days of hire and annually thereafter.
Documentation must be made available upon request by IHG personnel.

Placement & Preparation
Cribs must be available for guest use upon request and must be free of charge to guests.
When delivered to the room, cribs must be made up with bed covering appropriate for cribs;
bed covering for use on beds other than cribs is prohibited.
A crib must be placed in the room when room assignments are made if requested in
advance by the guest.
Before being delivered to a guest room, each crib and crib mattress must be sanitized and
clearly labeled as such for the guest by placing a Licensor-approved “Sanitized” card inside
the crib on top of the bed covering at the foot of the mattress.
The crib must be neatly made up with zippered sheet and decorative crib blanket
appropriate for cribs as specified above.
130
The Child Safety Tips card must be neatly arranged on top of the bed covering in
accordance with the required training material.

Daily Room Cleaning
When provided for use in a guest room, all crib bed covering must be exchanged daily for
clean items, regardless of whether the hotel executes a linen re-use program for guests, and
bedding should be laundered using mesh washing bag made especially for crib bedding.
The mattress must be sanitized daily, and the crib must be cleaned. The “Sanitized” card
and Child Safety Tips card must be neatly replaced on top of fresh bed covering.

Storage
When in storage, cribs must be covered with a fitted slipcover made especially for cribs.
Sleeper Sofas and Rollaway Beds
Sleeper Sofas
As of December 31, 2011, the following items from the **Simply SmartTM Bedding Collection
are required for each sleeper sofa and must comply with all specifications.
All items for sleeper sofas must be neatly stored in the closet in zippered plastic bags.

One (1) Duvet Blanket

Two (2) Flat Sheets

One (1) Fitted Sheet

***One (1) Standard Pillow, Firm

***One (1) Standard Pillow, Soft

One (1) Pillow Case Embroidered “Soft”

One (1) Pillow Case Embroidered “Firm”

One (1) Mattress Pad
**For hotels outside the U.S., Canada and Mexico that have approved alternative bedding for
made up beds, the same bedding is approved for the sleeper sofas.
***For hotels outside the U.S., Canada and Mexico that have approved alternative pillows for
made up beds, the same pillows are approved for the sleeper sofas.
Rollaway Beds
All hotels must have at least one (1) rollaway bed available for guest use.
Exceptions:
 Rollaways not required if 75% or more of king guest rooms have sleeper sofas.
 Rollaways not required if the Fire Marshall or equivalent provides documentation indicating
that no guestrooms can safely accommodate rollaways. The hotel must maintain
documentation on file for review by IHG personnel.
If a family requests a rollaway bed, the hotel may charge for the rollaway but may not charge an
extra-person fee for the children.
131
If requested in advance by the guest, a rollaway bed must be placed in the guest room when
room assignments are made.
When delivered to the guest room, rollaway beds must include pillows and be completely made
up with triple sheeting, including:
Product
*Specifications
Mattress Pad
Properly fitting felt or quilted type mattress pad, meeting or
exceeding Federal Standard #FF4-72 (flammability), and sized
to properly fit and fully cover the top of the rollaway mattress
after normal shrinkage due to laundering.
Pillow Cases
**White-on-white pin-striped pillow cases labeled “Firm” and
“Soft” (as specified for the standard beds).
Fitted, Flat and Top
Sheet
Twin-sized or specially-sized rollaway sheets:
Blanket
Twin-sized or rollaway-sized blanket:
Solid white, minimum T-180 with minimum 50% cotton
content. (Simply SmartTM pin-striped sheets not available in
twin size or rollaway size.)
Solid white Polyfill, minimum T-180 50% cotton cover.
Or
Solid white 100% carded cotton.
Accent Throw
Not required for rollaway beds presentation.
Pillows
***One (1) firm and One (1) soft pillow
**For hotels outside the U.S., Canada and Mexico that have approved alternative bedding for
made up beds, the same bedding is approved for the rollaway beds.
***For hotels outside the U.S., Canada and Mexico that have approved alternative pillows for
made up beds, the same pillows are approved for the rollaway beds.
All rollaway beds must be minimum 3'-3" x 6'-2" (1 m x 1.88 m) with a 4" (10 cm)-thick
innerspring mattress.
Bed Sets (Mattress, Box Spring, and Frame/Bases)
All bed sets must be in sufficient condition to meet the minimum performance standards
specified below.
Performance Standards
Effective September 2, 2011, bed sets must meet or exceed the following performance
standards, which should be assessed as part of the hotel’s guest room HoliKare program or
other scheduled mattress rotation cycle. Any part of the bed set failing to meet these
132
requirements must be immediately replaced with sets approved by IHG Design and Plan
Review.
SAG TEST
TEST METHOD
The mattress body must not
depress more than 1" (2.5 cm) in
any section.
Place mattress on a flat surface such as the
box spring or the floor. Place a straight
edge across the bed. The measurement
from the straight edge to the lowest point on
any part of the mattress should
be less than 1".
SOUND TEST
TEST METHOD
The bed set must not squeak,
creak or make any noise when
depressed.
Take the mattress and box spring off the
frame. Check the frame by pushing down in
several locations and manually adjust,
repair or replace as necessary. If the noise
is not located, place the box spring back on
the frame and repeat the test. Continue test
by adding mattress to the top of the box
spring.
HEIGHT & EDGE SUPPORT TEST
TEST METHOD
The bed set must not appear low,
“crimped” or worn. Sides must not
fold or crease when depressed.
Place mattress on a flat surface such as the
box spring or the floor and place a straight
edge along the edges of it. Edge sagging
must be less than 1" (2.5 cm). Repeat
procedure for the box spring.
HOLES, WEAR & STAIN TEST
TEST METHOD
The bed set must appear in good
condition when viewed without
linens.
Visually inspect the mattress and box spring
for stains, smells and signs of wear. Tears,
stains that cannot be removed or damage of
any kind are evidence that the bedding
must be replaced. Stains that can be
removed must be cleaned before putting the
bed set back into service.
Complimentary Newspaper (Relaxed)
A complimentary newspaper must be delivered to each occupied guest room no later than 7:30
a.m. every Monday through Friday, except for holidays and guests who decline their copy in
writing upon check-in. At exterior guest rooms, newspapers should be hung on the doorknob in a
plastic bag for protection from the elements.
133
The required newspaper for each region is as follows:

USA TODAY for U.S. hotels

The Globe & Mail Newspaper for Canadian hotels

Any local, national or international newspaper for hotels outside the U.S. and Canada
Other newspapers are acceptable in addition to the newspapers specified above, but not as a
replacement for those newspapers.
Where the required newspaper cannot guarantee delivery to a hotel by 7:00 a.m., the hotel may
substitute an alternate complimentary local, national or international newspaper. Note: Prior
written approval from IHG is required to provide a newspaper other than the one required for
each region.
Relaxed Standard: Until further notice (excluding hotels in Canada), newspapers may be
made available to guests, including PCR members, in each elevator lobby, at the front
desk or at the restaurant (or morning breakfast area). Hotels may offer any daily
newspaper (local, national or international); USA Today is preferred. Hotels in Canada
must comply with the original standard.
Guest Bathroom
Showerhead
A showerhead is required in each guest bathroom as specified below.
Mounting:
 The lowest portion of the showerhead must be at least 6' 0” (1.8 m) from the floor of the
shower/tub.
Specifications:
In the U.S., Canada, Mexico and in other countries and territories where available locally: The
KOHLER Forté® multifunction showerhead in brushed chrome (SKU: K-10284-G) showerhead is
required. The showerhead may or may not feature the Stay Smart logo.
KOHLER Forté®
Showerhead
SKU: K-10284-G
134
In accessible guest bathrooms for travelers with disabilities, the KOHLER Forté® multifunction
handshower in brushed chrome (SKU: K-10286-G) with accompanying Kohler slide bar/hose
assembly is required. The showerhead may or may not feature the Stay Smart logo.
KOHLER Forté®
Handshower
SKU: K-10286-G
Showerheads must be approved by IHG Design & Plan Review. As of May 24, 2012, all
showerheads submitted for approval must, at minimum, be chrome color and three-function
showerheads.
Shower Curtain
A shower curtain is required in each guest bathroom where shower curtains are used. Shower
curtains must comply with the specifications listed below. Hotels with shower doors are not
required to install a shower curtain in place of or in addition to existing doors.
Note: Hotels may no longer use the Holiday Inn Express® white waffle-weave Hookless shower
curtain.
Specifications:
All hotels must install the brand-approved “Experience” Product Hallmark Element shower
curtain with the arc-shaped sheer window and an integrated grommet design manufactured
directly into the curtain.
“Experience” Product Hallmark Element: Branded Shower Curtain
Designed primarily in a vibrant white fabric with a subtle tone-on-tone branded "Holiday
Box" pattern and texture, the new curtain provides an improved sense of open space and
translucency through the use of a secondary sheer water repellent fabric on the top 20%
of the curtain. The two fabrics create another subtle opportunity to reinforce the brand by
highlighting the brand arc.
Brand Approved
Shower Curtain
Arc Shaped
135
Compliance Exception: Hotels using the brand-approved beige and/or sage shower curtains
(shown below) are not required to install the “Experience” Branded Shower Curtain (shown
above) until condition warrants replacement.
See “Experience” Product Hallmark Element Bath: Branded Shower Curtain.
Beige & Sage Shower Curtains
In Mexico:
All hotels must install either:

The brand-approved “Experience” Product Hallmark Element shower curtain described
above or as approved by IHG.
OR

The brand-approved curtain sourced from the local approved supplier and constructed from
white, 100% polyester fabric; the pattern matches the pattern on the bed throws.
A white fabric shower curtain with a separate or snap-on liner is required; must be approved by
IHG Design & Plan Review.
Shower Curtain Rod
A shower curtain rod is required and must be permanently installed in all guest bathrooms with
shower/tub units that are built to be concealed with a shower curtain.
Specifications:
Crescent shaped curtain rod, satin chrome finish preferred, polished chrome finish
acceptable.


In countries where the crescent shaped rod is not available locally, the hotel must submit a
waiver request for approval.

In rooms with ADA roll-in showers, a straight curtain rod permanently installed is acceptable;
satin chrome finish preferred, polished chrome finish acceptable.
Towels/Terry

All bath towels and terry products must be kept clean and in good condition.
136

Bath towels and terry products must be provided in each guest bathroom as specified in
Table 7 below:
Table 7: Towels/Terry Quantities Required

Product
Non-Suite Rooms and
Single-Bedded Suite Rooms
Two-Bedded Suite Rooms
Bath Towels
Exactly Three (3)
Exactly Four (4)
Hand Towels
Exactly Three (3)
Exactly Four (4)
Wash Cloths
Exactly Three (3)
Exactly Four (4)
Terry Bath Mat
Exactly One (1)
Exactly One (1)
Upgraded bath mats are not permitted.
Specifications

All hotels must use terry featuring the brand-approved Holiday Inn® Bath Collection or
Holiday Inn Express® Simply Smart Bath Collection use and care label.

Hotels must not display embroidered and non-embroidered bath towels in the same guest
room (hotels may use embroidered Simply Smart towels until condition warrants
replacement).
Towels/Terry must be approved by IHG Design and Plan Review.
As of April 24, 2012, all Terry submitted for approval must comply with the specifications in
Table 9 below:
Table 9: Towels/Terry Specifications when Brand-Approved
Collections Not Available Locally
Bath
Hand Towel Washcloth
Towel
Bath Mat
Minimum Size
27”x55”
69cm x
137cm
16”x30”
40cm x 68cm
13”x13”
30cm x
30cm
21”x34”
50cm x
86cm
Minimum Weight per Dozen
15 lb
6.79kg
4.5 lb
1.36kg
1.5 lb
.47kg
10.4 lb
4.34kg
86%
86%
Minimum Cotton Content
86%
Required
Single Dobby Border on Two Sides
Double Stitched Hems on all Four
Sides
Not required
Required
Solid White
Color
Linen Reuse Program
Effective November 30, 2012, if the hotel offers a linen and towels reuse program, this program
must be clearly communicated to guests using the materials approved by Holiday Inn Express
brand. When a reuse program is in place, the hotel must abide by the policies and procedures of
137
the program. Contact the Warm Team at 1-800-325-WARM (1-800-325-9276) or contact them
via email at [email protected] for additional information about reuse programs.
Even with a linen reuse program, used bed linen must be laundered every third day at minimum.
For Hotels in the U.S., Canada and Mexico:
The IHG Conserving for Tomorrow program is the approved program for Holiday Inn Express
hotels. The program materials are available from Project Planet at
http://www.projectplanetcorp.com, or by calling 800-527-1195 or 404-888-4499.
Linen reuse collateral purchased from SmartMart featuring the New Logo may be used until
condition of materials warrants replacement.
For hotels outside the U.S., Canada and Mexico:
Effective February 8, 2013, hotels must submit proposed design and the proposed text in
English and in the local language for approval through the online waiver request system.
Replacement of Soft Goods
Towels/terry/soft goods must be removed from service when any of the following occur:

20% or more of the specified weight has washed out

Visible, permanent staining occurs in any amount

Frayed edges occur
Bathrobes
The provision of bathrobes is not permitted at Holiday Inn Express or Holiday Inn Express &
Suites brand hotels.
Facial Tissue

One (1) box of 2-ply facial tissue is required
Specifications:
Required:
 2-ply, biodegradable
Recommended:
Brand: Favorable, national reputation


Individual sheet dimensions: Unfolded, not less than 8.8" x 8" or 70.40 square inches
(22.4 cm x 20.3cm or 454.72 sq cm)

Weight per unopened, individual box: Must not be less than 5.75 ounces (163 gm) for
flat box or 4 ounces (113.3 gm) for cube box
Toilet Tissue

Two (2) rolls of toilet tissue are required
Specifications:
Required:
 2-ply, biodegradable

In guest bathrooms where the second roll is not presented on a roller, the second roll
must be individually wrapped
138
Recommended:
 Brand: Favorable, national reputation

Individual sheet dimensions: Not less than 4.15" x 3.9" or 16.185 square inches
(10.54cm x 9.9 or 104.36 sq cm)

Weight per new, unwrapped roll must not be less than 5.75 ounces (163 gm)
Hair Dryer
An electric hair dryer is required in each guest bathroom. It must be clean and well maintained.
Specifications:
 Rated minimum 1,500 watts, minimum 2 speeds

Hair/lint filter accessible for cleaning purposes

Safety ALCI ground fault device (GFCI) for shock protection inside the unit or integrated
into the electric cord plug

Unit must be UL Listed (C-UL Listed or CSA approved in Canada); if the unit is direct
wired, it must be UL Listed in that installation configuration with ALCI ground fault device
and consistent with local building codes

A coiled electrical cord is required only for wall-mounted hair dryers; base to hand unit,
at least 6 feet (1.8 m) long when extended
Mounting:
 Wall-mounting and hard-wiring is permitted but not required
o
When wall-mounted, the hair dryer is to be installed so when in a storage
position its electrical cord will hang past the countertop edge.
Make-Up Mirrors
Wall-mounted make-up mirrors are not required. When provided:
Mounting:
 Effective January 1, 2012: The distance from the center of the mirrored surface to the
bathroom floor must measure between 59" and 61" (in ADA rooms, 48” from floor)
Specifications:
 Satin or polished chrome finish preferred
Additional Accessories and Fixtures
The following items are required in all guest bathrooms. Before adding or replacing the following
items, submit specifications to IHG Design & Plan Review for approval.

One (1) flame retardant wastebasket in the guest bathroom with an additional flame
retardant wastebasket in the guest room

One (1) reserve roll toilet tissue holder. In bathrooms with furniture base vanities with
open shelves or cubbies, a single roll toilet tissue holder with a second roll on the shelf
or cubby is acceptable, provided the second roll can be placed convenient to the toilet.

One (1) towel shelf with towel bar

One (1) robe hook
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
One (1) recessed facial tissue dispenser; a decorative, molded plastic facial tissue
container on the vanity is acceptable.

An elongated, closed front toilet seat with matching lid is required. Vinyl, padded, and
wood toilet seats and lids are prohibited.
Signage & Merchandising Materials
All hotels must display a professionally prepared and fabricated sign in each guest
bathroom/vanity area describing the Forget Something?SM programs. See program details in:
Mandatory Programs & Services. Also see Hotel Guest Rooms>Printed Collateral in a DeCluttered Guest Room.
Personal Amenities
Personal amenities must be provided in each guest bathroom as specified below:
For hotels in the U.S. and Canada:
Simply Smart Bath Amenities
Until March 30, 2013, or until the hotel implements the brand-approved Holiday Inn Express
Bath & Body Works® Personal Amenities Collection (no later than March 31, 2013), whichever
occurs first, the Simply Smart guest bathroom amenities package is required.
The approved Simply Smart guest bathroom set up must include the following:

Simply Smart bath amenities display (1)

Simply Smart bath amenities in bottle or tube (minimum 2, one of which must be shampoo)

Simply Smart bath amenities soap (2)

Additional Simply Smart bath amenities may be offered at hotel’s discretion.
Transition Requirements
The “mixing” of Simply Smart and Bath & Body Works® personal amenities is prohibited as
follows:
o
During the transition period, soap, shampoo, conditioner and lotion in the same guest
bathroom must be in the same coordinating packaging.
o
Additionally, the same soap, shampoo, conditioner and lotion products must be utilized
on each floor, either Simply Smart or Bath & Body Works®. Products may vary floor to
floor.
o
Simply Smart amenities are prohibited after March 30, 2013.
140
Bath & Body Works® Personal Amenities
No later than March 31, 2013, hotels must implement the Holiday Inn Express Bath & Body
Works® Personal Amenities Collection as defined below:
Holiday Inn Express
Bath & Body Works®
Personal Amenities
Collection
Required Personal Amenities and Stand
Hotels must offer all products as specified below in each guest bathroom:
Required Personal Amenities and Stand
Product
Type
Scent/Collection/Details
Quantity Per
Bathroom
Size
Label
Shampoo
Bath & Body Works®
(“BBW”) White Citrus
Volumizing Shampoo
Exactly 1 bottle
0.75 oz
Holiday Inn
Express specified
BBW packaging
Lotion
Bath & Body Works®
White Citrus Body Lotion
Exactly 1 bottle
0.75 oz
Holiday Inn
Express specified
BBW packaging
Soap
Holiday Inn Express
Companion* soap
White oval-shaped bar
Amenities
Stand/
Brand-specified amenities
stand
Exactly 2 bars
Exactly 1
141
0.8 oz (each)
Holiday Inn
Express Brandspecified
Companion*
wrapper
Two-shelf stand
which may or may
not feature the
Simply Smart logo
Upgraded Personal Amenities
Hotels may, at their discretion, offer upgraded soap (in any or all guest bathrooms) provided they
comply with the specifications as described below:
Upgraded Personal Amenities
Product Type
Quantity Per
Bathroom
Label
Soap**
Bath & Body Works®
1.5oz. Coconut Lime
or
2oz. Rain Kissed Leaves
All soaps within each guest room
must exactly match
Exactly two (2) bars
Holiday Inn Express
specified BBW
packaging
**BBW Coconut Lime and BBW Rain Kissed Leaves soaps are vegetable-based (rather than tallow
based) product, and carry a premium.
Additional Personal Amenities
Hotels, at their discretion, may offer Additional Personal Amenities (in any or all guest
bathrooms) provided they comply with the specifications as described below:
Additional Personal Amenities
Product Type
Quantity Per
Bathroom
Size
Conditioner
Bath & Body Works®
(“BBW”) White Citrus
Volumizing Conditioner
No more than 1
0.75 oz
Mouthwash
Whispermint® Mouthwash
No more than 1
0.75 oz
Shower Cap
Companion* Shower Cap
No more than 1
Vanity Kit
Companion* Kit:
2 Cotton balls, 2 ear
swabs,1 emery board
No more than 1
Mending Kit
Companion* Kit:
6 threads, 1 needle, 1
safety pin, 2 buttons
No more than 1
Lint Remover Kit
Companion* Kit:
3 personal lint remover
sheets
No more than 1
Companion* Kit:
1 shoe mitt
No more than 1
Shoe Mitt
142
Label
Holiday Inn Express
specified BBW
packaging
Holiday Inn Express
specified
Whispermint®
packaging
Holiday Inn Express
specified
Companion* velum
bag
Holiday Inn Express
brand-specified
Companion* velum
bag
Holiday Inn Express
brand-specified
Companion* velum
bag
Holiday Inn Express
brand-specified
Companion*
cardboard envelope
Holiday Inn Express
brand-specified
Companion* velum
bag
Individually wrapped
Make-Up
Any Brand
No more than 2
foil package
Remover
*BBW Companion products and packaging have been developed by the manufacturer specifically to
complement the Bath & Body Works® products.
Note: Additional Personal Amenities not identified in the table above are not permitted in the
guest room.
For hotels outside of the U.S., Canada & Mexico:
As of March 31, 2013, all hotels must comply with the following:
Required Amenities Stand:
Exactly one (1) amenities stand, tray or basket is required in each guest bathroom. It must be
sized to accommodate the required personal amenities and must be approved by IHG Design &
Plan Review.
Required Personal Amenities:
Hotels must offer all products, as specified below, in each guest bathroom; additional
requirements apply as noted through the remainder of this standard. Amenities must meet or
exceed the specifications below; submit selections for approval via the online waiver request
system:
Required Personal Amenities at Hotels Outside of the U.S. and Canada
Product
Quantity Per
Bathroom
Nationally recognized, wellreceived product
Exactly 1
bottle
Exactly 1
bottle
Exactly 2
bars
Shampoo
Lotion
Soap
Minimum Size
0.75 oz
0.75 oz
0.8 oz (each)
Additional
Requirements
Packaging/graphic
design must match
these other
required Personal
Amenities
Hotels in Mexico:
Hotels in Mexico must use the approved personal amenities as noted below:
IHG Designated Personal Amenities Alternatives
Mexico
Hotels in Mexico must provide
Provence Soleil brand products as
follows:
Combined Shampoo/ Conditioner:
1 oz
Lotion: 1 oz
Exfoliating bar soap: 1.4 oz
Moisturizing bar soap: 1.4 oz
143
Approved suppliers for Provence Soleil
brand products in Mexico:
Jypesa
Quality & Cualli)
Transition Requirements
When transitioning from one brand of personal amenities to another, all amenities in each guest
room and on the same hotel floor must be in the same coordinating packaging.
Additional Personal Amenities:
Hotels may, at their discretion, offer Additional Personal Amenities (in any or all guest
bathrooms) provided they comply with the “Product Type” and “Quantity per Bathroom”
specifications as described in the Additional Amenities table above. Note: Additional Personal
Amenities not identified in the table are not permitted in the guest room.
144
XII. TRAVELERS WITH DISABILITIES
InterContinental Hotels Group (IHG) is committed to providing accessible facilities for travelers
with disabilities. In the U.S., all hotels must comply with all governmental requirements, including
the Americans with Disabilities Act (ADA). Licensee should consult with legal counsel or other
appropriate persons to determine the application of this federal law to his hotel. In addition,
information about the ADA may be obtained by contacting the U.S. Justice Department at 1-800514-0301 (voice) or 1-800-514-0383 (TDD).
All hotels must comply with the requirements in this section except where otherwise indicated.
Compliance with the following specific standards does NOT constitute full compliance with the
ADA or with the standard requiring compliance with the ADA. The hotel owner and manager
remain responsible for full compliance with the ADA. The items listed below are intended to
address the path of travel issues that impact first on a guest with disabilities entering the hotel.
Front Desk Services
DH-4 Screen
For all hotels, the following information must be available in the DH-4 screen of the HOLIDEX®
Plus reservation system:

Number of parking spaces reserved with the international symbol of accessibility

Number of guest rooms/suites with text telephones, decoders, and visual alarms, or the
number of available auxiliary aid kits containing such items for persons with hearing
impairments

Number of rooms designated as accessible for individuals with mobility impairments and the
width of all entry, bathroom and corridor doorways for such rooms/suites.

Whether there is 5' 0" (1.5 m) diameter clear turning space in guest rooms/living areas and
guest bathrooms designated as usable by guests with mobility impairments

Whether guest bathrooms designated as usable by guests with mobility impairments contain
the following:

•
Toilets and tubs with grab bars
•
Toilets with raised seats
•
Tubs and showers with handheld shower hoses
•
Transfer seats
•
Roll-in shower/s
Whether the establishment has raised and Braille lettering in the elevators, at the guest
room/suites entrances and on all signs designating public conference/meeting rooms,
recreation areas and restrooms.
145
On-Property List of Accessibility Features
All hotels must maintain, in writing, full information about hotel accessibility features. A copy of
this information must be available to front desk and reservations personnel at all times. This
information shall include the Guest Services number to which a hotel guest whose accessibility
request cannot be satisfied may be referred. At a minimum, the required information must
include (even if already provided in the DH-4 screen of HOLIDEX® Plus) the following:
Parking and Route From Parking

What is the number of parking spaces reserved with the international symbol of
accessibility?

Are all parking spaces that are reserved with the international symbol of accessibility at least
8 '0" (2.4 m) wide with 5' 0" (1.5 m) striped access aisle? (Two accessible parking spaces
may share one access aisle.)

How many parking spaces are van-accessible (i.e., 8' 0" wide with a 8' 0" striped access
aisle, and have a minimum 98" (2.5 m) of vertical clearance)?

Is there a curb cut adjacent to each designated loading zone to allow a person who uses a
wheelchair to get onto the sidewalk leading to the check-in area or to the designated
accessible guest rooms? (Note: Requiring a person who uses a wheelchair to traverse
streets, driveways, or other vehicular ways to get to the hotel or guest room entrance is not
an acceptable alternative.)

For those hotels with self-parking, other than the answer to the previous question, in order to
get from any designated accessible parking space to the check-in area or designated
accessible guest rooms, would a person who uses a wheelchair have to traverse any other
curbs, steps, obstacles or other non-ramped changes in level of more than .5" (1.3 cm)?
(Note: Requiring a person who uses a wheelchair to traverse streets, driveways or other
vehicular drives is not an acceptable alternative.)
Check-in Area

Does the route from just outside the main hotel entrance (or such entrance as is designated
accessible, if different) to the check-in desk have any curbs, steps, obstacles, or other
changes in level of more than .5" (1.3 cm)?
Guest Rooms

What is the total number of guest rooms designated as accessible for:

Mobility impairments?

Hearing impairments only?

What is the total number of rooms available which:
Mobility

Are single-bed rooms with a double, queen or king bed?

Have two separate beds?
146
Hearing Only

Connect with another room for a companion?

What is the number of guest rooms with text telephones, closed-captioned television, and
visual alarms, or the number of available auxiliary aid kits containing such items for persons
with hearing impairments?

If you are using kits to meet accessibility requirements for guests with hearing impairments,
how many such kits are available?

What is the number of rooms designated accessible for individuals with mobility
impairments, and what is the width of all entry, bathroom and corridor doorways for these
rooms?

For those rooms which are designated as accessible for individuals with mobility
impairments:

Are the entry, bathroom, and corridor doorways at least 32" (81 cm) wide?

Is there at least 36" (91 cm) of clear space on both sides of the bed or, if the guest room
contains two beds, between the two beds?

Is there at least 5' 0" (1.5 m) diameter clear turning space in guest rooms/living areas and
guest room bathrooms?

Do the guest room bathrooms contain the following: toilets and tubs with grab bars, toilets
with seats between 17" and 19" (43 and 48 cm) from the floor, tubs and showers with
handheld shower hoses, insulated lavatory pipes, and faucets operable with a shower/s?,
closed fist?

Do the guest room bathrooms have transfer seats or roll-in shower/s?

For those rooms designated as accessible for individuals with hearing impairments, do they
contain a text telephone, closed-captioned television, and visual alarm?
Public Areas

Does the hotel have raised and Braille lettering in the elevators and at guest room entrances
and on all signs designating public meeting rooms, recreation areas and restrooms?

Would a person who uses a wheelchair have to traverse any curbs, steps, obstacles, or
other changes in level of more than .5" (1.3 cm) to get from designated accessible guest
rooms or from the check-in area to the hotel's:

Restaurants (where provided)?

Bars (where provided)?

Gift shops?

Pools and saunas?

Lobby restrooms?

Meeting/Conference rooms?

Other public areas? (specify)
147

Each page of this writing must bear the following legend in boldface type:
"If a hotel guest encounters an accessibility issue that cannot be resolved by the
hotel to the guest's satisfaction, please refer the guest to the toll free number for
guest relations. In the U.S. and Canada, the toll free number is 1-800-621-0555."
The information must be updated regularly and must be available for review during quality
evaluations and in response to guest inquiries.
Dishonored Reservations
In the event a reservation for an accessible room cannot be honored, the hotel must comply with
the procedures for handling Dishonored Reservations.
Rental of Rooms
Rental of designated accessible rooms is to be handled as follows:

Each hotel with rooms designated as accessible in each of the two-room categories (one
bedded and two bedded) must hold one such room as the last room rented in each
category, except to fulfill a request for an accessible room for disability-related reasons.

Those hotels with rooms designated as accessible in only one category must hold two
accessible rooms as the last rooms rented.

Those rooms designated as accessible that are held as the last rooms rented must be
standard rooms. "Standard room" does not include suites or other premium-priced rooms,
unless the applicable hotel is an all-suite hotel. Hotel employees or reservation agents are
not required to verify the disability.

Rooms designated as accessible should be rented only to persons specifically requesting
such rooms for disability-related reasons up until 6:00 p.m. local time, except when they are
the last rooms available for rental. Hotel employees or reservation agents are not required to
verify the disability.

Guests occupying an accessible room who did not request such a room for disability-related
reasons must be advised, in writing, that they may be moved the next day if the accessible
room is needed for a person with a disability. The hotel is not required to move the guest if a
room of comparable room type (non-accessible) is not available. The guest notice must
contain the following verbiage:
"Accessible rooms are designated for individuals with disabilities who make a
specific request or reservation. You are occupying an accessible room. If you did not
make a specific request for this room and it is needed to fill an accessible room
request, our staff will assist you in moving to another comparable room in the hotel
for subsequent nights of your stay."
148
Accessibility Standards for U.S. Hotels
Facilities and Equipment Entrance
Designated parking spaces must be available for guests who use wheelchairs. Spaces must be
identified with upright signs. The hotel must have the correct number of parking spaces as
required under the ADA:
Total Parking in Lot
Required Minimum Number of Accessible Spaces2
1 to 25
26 to 50
51 to 75
76 to 100
101 to 150
151 to 200
201 to 300
301 to 400
401 to 500
501 to 1000
1001 and over
1
2
3
4
5
6
7
8
9
2% of total
20 plus 1 for each 100 over 1000

As of the time of publication, the number of parking spaces required by Section 4.12 of Part
36, Appendix A, to 28 Code of Federal Regulations, Chapter 1, is shown in the table above.

All sidewalks leading to entry doors must be a minimum of 36" (91 cm) wide and provided
with curb cuts (and ramps where needed).

Main entry door must have a minimum clear opening width of 32" (81.3 cm).
Front Desk

Telecommunication Devices for the Deaf (TDD) must be available at the front desk and
available for use in guest rooms.

If visual fire alarm notification is not permanently installed in the rooms for guests with
hearing impairments, then portable units must be available at the front desk.
Signage

Raised and Braille lettering must be provided in the elevators, on guest room number
signage and on all signage designating permanent rooms and spaces.

Designated parking spaces for guests who use wheelchairs must be provided with
identifying upright signage.
Public Restrooms

Entry door and at least one stall door must have a minimum clear opening width of 32" (81
cm) and a clear unobstructed 5'0" turning circle in the room. This circle must be clear of all
fixtures, including the sink and toilet.
149

Plumbing pipes under vanities must be insulated or enclosed.

In men's restrooms, at least one urinal must be provided with a maximum lip height of 17"
(43 cm). Note: Urinals are not required in single fixture restrooms.

Soap, towel dispensers and other amenities must be mounted no higher than 48" (1.2 m)
from the floor.

Grab bars must be available on two adjacent walls at the toilet (beside (42") and behind
(36")

Visual fire alarm notification must be permanently installed and connected to the central fire
alarm panel
Guest Rooms for Guests Who Use Wheelchairs

Entry door must have a minimum clear opening width of 32" (81 cm). The door must contain
lever entry hardware operable with a closed fist.

The door must be provided with a view port no lower than 36" (91 cm) and no higher than
48" (1.2 m) above the floor. The auxiliary lock must be no higher than 48" (1.2 m) above the
floor.

The room must contain a clothes rack or bar no higher than 48" (1.2 m) from the floor.

Irons and Ironing Boards must be mounted at an accessible height.
Irons: No higher than 48” (1.2 m) from the floor.
Ironing Boards: Must be within reach range of 48” (1.2 m) from the floor.

At least 36" (91 cm) of clear space on both sides of the bed or, if the guest room contains
two beds, between the two beds.

A 36" (91 cm) clear path must lead to the curtain and looped drapery pull ends or an
electronically operated reel must be provided.

Light and lamp switches must be operable with a closed fist, or touch lamps must be
provided.

PTAC controls must be accessible either by remote control or wall mounted thermostat
located at an accessible height, no higher than 48” (1.2 m) from the floor.

At least one accessible guest room must be provided with a connecting guest room door to
an adjoining room.

Rooms must be dispersed among the various room types in the hotel.

Closed-captioned televisions must be provided, or decoders must be available from the front
desk for guests with hearing impairments.

Visual fire alarm notification must be permanently installed in rooms for guests with hearing
impairments, or portable units must be available from the front desk.

A doorbell for hearing impaired persons is required at the entrance to each accessible room.

Additionally, hotels first entering the system through new construction or conversion and
existing hotels performing voluntary upgrades and upgrades as required by the License
Agreement must have accessible rooms that meet ADA requirements in two categories: one
bedded and two bedded.
Guest Room Bathrooms for Guests Who Use Wheelchairs

Entry door must have a minimum clear opening width of 32" (81 cm). Lever entry hardware
operable with a closed fist must be provided on the door.
150

Guest bathrooms must be equipped with a toilet seat 17" to 19" (43 to 48 cm) above the
floor.

Grab bars must be installed beside and behind the toilet.

Plumbing pipes beneath the vanity must be insulated or enclosed.

Grab bars must be available on two adjacent walls in the tub or shower. A hand-held, slidetype shower head on a hose must be provided.

In bathrooms equipped with a tub, an in-tub seat or a seat at the head end of the tub shall
be provided; seats shall be mounted securely and shall not slip during use. Seat must
withstand 250 lbs.

In bathrooms equipped with a roll-in shower; a permanently mounted seat must be provided.
Shower seats must be able to withstand 250 lbs.

Towel bars and robe hooks must be no higher than 48" (1.2 m).

Visual fire alarm notification must be permanently installed in rooms for guests with hearing
impairments, or portable units must be available from the front desk.
Accessibility Standards for Hotels Outside the U.S.
For hotels outside the U.S., the following minimum Standards must be met:

Parking: One identified parking space 12'0" (3.6 m) wide for each accessible guest room.

Access: Through curb access ramps, maximum slope of 8%, required at main entrances to
the commercial building and parking locations near accessible guest rooms.

Entrance: Barrier-free access to the lobby, front desk, restaurant, lounge, meeting rooms,
recreation facilities, and guest rooms.

Public Restrooms: Barrier-free access; one toilet stall 5'0" x 3'0" (1.5 m x 0.9 m) with
outward swinging 2'-10" (0.8 m) door, wall mounted grab bar(s) and 17" (43 cm) commode
height.

Guest Rooms: Minimum one barrier-free accessible room per 100 guest rooms, equipped
for travelers with disabilities.
At least one accessible guest room must be provided with a connecting guest room door to
an adjoining room.

Entrance Door: Must have one-way door viewers mounted at 3'0" (0.9 m) and 5'0" (1.5 m)
above the finished floor.

Door Locks: The device must not be located more than 40" (1 m) from the finished floor in
accessible guest rooms.

Wheelchair Access: At least 36" (91 cm) of clear space on both sides of the bed or, if the
guest room contains two beds, between the two beds.

Guest Bathroom: Barrier-free accessible bathroom is required.

Bathroom Door: 2'-10" (90 cm) wide with smooth threshold; space required is 5'-0" (1.5 m)
diameter unobstructed floor area with 3'-6" (1.1 m) clear at front of toilet.

Vanity: Top to be 2'-8" (81 cm) with open base 2'-4" (71 cm) clear with insulated plumbing
pipes.

Toilet: Tank type seat height 17" (43 cm) above floor, 5-'0" (1.5 m) horizontal grab bar at 2'6" (0.75 m) above floor on one side (1) of toilet.

Bathtub: Standard unit with portable seat.
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
Bath Grab Bars: One 24" (60 cm) vertical bar at long wall, one 48" (1.2 m) horizontal bar at
8" (20 cm) above tub at long wall; one 24" (60 cm) horizontal bar at 8" (20 cm) above tub at
back wall.

Shower Unit: Adjustable slide type hand shower spray with 59" (1.5 m) minimum flexible
metal hose.

Accessories: Robe hooks and towel bars mounted 48" (1.2 m) above the finished floor.

Anchorage: Grab bars and towel securely anchored to withstand 250 lbs. (114 kg) pull.

Fire Alarm: Visual alarm required in addition to audible alarm in both the sleeping and
bathroom areas of a guest room.

Special Devices: Devices for hearing impaired and visually impaired individuals must be
available for guest use.
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XIII. TECHNOLOGY
Telecommunications System Standards & Features
Guests must have 24-hour telephone access through the front desk. Phone calls are to be
answered by a live person to the greatest extent possible with Auto Attendant used as a back up
only.
To enhance guest safety and privacy, incoming calls to the hotel must not be connected to guest
rooms without the caller identifying the guest by name.
Calls from the swimming pool, fitness center, and elevator phones as well as any other house
phone, must be answered by a hotel employee at all times and within five rings; these calls must
not be connected to auto-attendant. A complete telecommunications system with minimum
mandatory features must be installed in accordance with the following standards.
Voice Mail
A voice mail system is required for all hotels. The voice mail system must be operative twentyfour hours daily. Incoming calls transferred to the guest room that receive a busy signal or are
not answered by the guest within five rings must default to the hotel’s voice mail system. The
system must allow callers to leave a voice mail message or transfer to the hotel operator by
selecting “0.” The system must allow employees to leave guest messages (fax received,
package received, etc.) on the voice mail system as a “single source” messaging system. Clear,
written instructions must be provided to the guest for operating voice mail.
Voice messages must be transferred to voice mail, or messages may be delivered to guests
over the phone or in an envelope if voice mail is temporarily not in service. Telephone messages
must be communicated to the guest by turning on the waiting light immediately following the
hotel’s receipt. A ring system is not an acceptable message-waiting indicator.
Upon checkout, the guest’s voice mailbox must be reset so that subsequent guests cannot
access the prior guest’s messages.
System Size
The following is a guide to voice mail system sizing. The last column is only applicable if voice
mail is used for primary Auto-Attendant as in automatic call sequencing.
Number of
Guest Rooms
0-80
81-160
161-240
241-320
321+
Hotels WITHOUT Auto-Attendant:
Number of Ports
4
6
8
10
12
Hotels WITH* Auto-Attendant
Number of Ports
6
8
10
12
14
* Properties can install auto-attendant as a function of the PBS or of the voice mail system and
are encouraged to discuss these options with their vendor to determine the best methodology.
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Wakeup Calls
An automated wake-up system with a voice-recorded message is required; a ring-only system is
not acceptable. The wake-up system must allow hotel guests to program automated wake-up
calls with confirmation back to the guest. Wake-up calls must be provided within five minutes
before or after the time requested by the guest. Acceptable forms of confirmation include an
audible tone or a voice confirmation that a wake-up call has been entered and accepted by the
system.
Answer Detection
An “answer detection” feature ensures that guests are only billed for calls that are completed in
the network and not for busy signals and ring time. All calls billed by the hotel to the guest must
be completed calls recognized by an answer detection source in the PBX, CAS, external device,
or answer supervision from the long distance carrier on all outbound trunks or on a dedicated T1
trunk group. Hotels that route guest-billable outbound telephone calls over a T1 line
automatically have answer detection capability that satisfies the above Standard, and an
additional answer detection unit is not required. In a case where some guest-billable outbound
calls are sent over a T1 line and others are not, the hotel is strongly encouraged to contact its
PBX maintenance provider to redirect all guest-billable calls over the T1 path. The PBX
maintenance provider should test the answer detection feature to ensure it is working properly.
Attendant (Optional)
An “automated attendant” function is an acceptable system feature. Incoming calls not answered
by a hotel employee or transferred to the Virtual Central Reservations Office (VCRO) within five
rings, must be answered by auto-attendant. When used by a hotel, the auto-attendant function
must provide a menu for callers to be transferred to their choice of administrative extensions.
The script must identify the hotel and then state:
“To contact a guest room or speak to the hotel operator press zero (“0”), and a hotel
operator will assist you momentarily in the order in which your call was received.”
Telephone System Cable
Four pair/cat 5E cable (at minimum) is required for all new construction. Cable must be
consistent from PBX MDF (main distribution facility/riser) to IDF (intermediate distribution
facilities/closets) to guest room wall-mounted modular wall jack(s). In designing the hotel’s
cabling plan, it is recommended that the cabling vendor comply with TIA/EIA 568 Commercial
Building Telecommunications Cabling Standard. This is a voluntary standard maintained by the
TIA (Telecommunications Industry Association)/EIA (Electronics Industry Alliance) under the
auspices of the American National Standards Institute.
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Trunking Ratio
Number of
Guest Rooms
Minimum Total
Trunks Multiplier (1)
Minimum Inbound
Trunks Multiplier (2)
0-80
0.15
.08
81-160
0.15
161-240
0.15
241-320 (4)
0.15
321+ (4)
0.15
.06, but no less than
6 trunks
8 trunks
10 trunks
0.04
Potential Trunking Options (3)
2 Central office trunks &
1 T1 or 12 Central Office Trunks
2 Central office trunks &
1 T1 or 24 Central office trunks
2 Central office trunks & 2 TIs or
36 Central office trunks
2 Central office trunks & 2 T1s
8 Central office trunks + 2 or
more T1s, depending on Room
Count
Trunking ratio is the number of outside trunks connected to the telephone system relative to the
number of guest rooms. The number of inbound/outbound trunks for the hotel telephone system
must provide a P.01 level of service (99% of all attempted calls must be completed). At
minimum, the number of trunks for each hotel should be installed based on the following
calculations:
1
Minimum Total Trunks is defined as the total number of outbound and inbound trunks and is
calculated by multiplying the number of guest rooms by the multiplier in the chart. These trunks
may be a combination of outbound and inbound trunks (corresponding to the minimum inbound
trunks), or all trunks may be two-way, therefore permitting both outbound and inbound traffic.
2
Of the Minimum Total Trunks , properties must have a minimum number of inbound trunks
available to handle inbound calls. The minimum inbound trunks is calculated by multiplying the
number of guest rooms by the multiplier in the chart.
3
Potential Trunking Options assume that T1s will be configured to handle two-way traffic. T1s
provide 24 trunks. Properties should evaluate the cost of installing a T1 against the cost of
central office trunks to determine the most efficient configuration.
4
Larger hotels should evaluate the trunking requirements of other departments and may need
to increase trunks accordingly. The above multipliers do not include trunking for reservations
centers, sales offices, or significant Food & Beverage or conference needs.
The number of trunks must be rounded up to the nearest whole number when the number of
trunks is 0.5 or greater, and it may be rounded down to the nearest whole number when the
number of trunks is less than 0.5. The number of inbound and outbound trunks can be combined
over a single access such as a T1, or each trunk line can be established individually. Refer to
Potential Trunking Options in the last column of the chart above.
Following are two examples for applying the trunking multipliers from the above chart:

A hotel with 75 rooms must have a minimum of 11 total trunks (75 rooms multiplied by 0.15
= 11.25. This number can be rounded down to 11). Of those 11 trunks, 6 must support
inbound traffic (75 rooms multiplied by .08 = 6). This property might install 2 central office
trunks to carry the hotel’s main number and 911 calls AND a T1 that handles two-way traffic.
The T1 could handle all local and long distance traffic, and could also carry any overflow of
inbound traffic off of the 2 central office trunks. This hotel would have a total of 26 trunks
installed. For optimum efficiency, the cost of the T1 would be less than the cost to have 12
central office trunks and would also satisfy the answer detection requirement.
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
A hotel with 187 rooms must have a minimum of 28 total trunks (187 rooms multiplied by
0.15 = 28.05, this number must be rounded down to 28). Of those 28 trunks, 9 must support
inbound traffic (187 rooms multiplied by .05 = 9.35, this number may be rounded down to 9).
This property might install 2 central office trunks to carry the hotel’s main number and 911
calls AND T1s that handles two-way traffic. The T1s could handle all local and long distance
traffic, and could also carry any overflow of inbound traffic off of the 2 CO trunks. This hotel
would have a total of 50 trunks installed. For optimum efficiency, the cost of the T1s would
be less than the cost to have 36 CO trunks, and would also satisfy the Answer Detection
requirement. If this property runs at a very high occupancy, caters to convention guests,
and/or is located in a busy urban market, the hotel may opt to install an additional T1 to fulfill
market needs.
Hotels are responsible for validating all applicable charges with local and long distance
providers. These charges include (but are not limited to) installation, access, usage, trunk
groups, maintenance, redundancy, and minimum fees.
Public Area Telephones
Telephones must be placed in the public areas of each hotel as follows, and public area
telephones in the United States (U.S.) must meet ADA requirements. Note: All house telephones
must ring directly to the switchboard (or to the hotel’s security department) when activated and
must be answered by a hotel employee within five rings. An individual calling from a house
telephone must not be connected to an automated attendant.
Lobby Area
At minimum, one public telephone and one house telephone are required in the lobby area of
the hotel. Additional telephones may be installed per individual market demand. Public
telephones may require a form of payment.
If providing a non-payment public-use, single-line telephone with toll restriction must allow
guests to place local, toll-free, operator-assisted and 911-emergency calls. Hotels must display
appropriate signage on or near this telephone clearly identifying the toll restrictions. On this
telephone, hotels must install an individual local line that is not connected through the main
telephone switch (PBX), OR hotels must install a PBX extension in conjunction with a power
failure transfer unit so that the telephone line will be usable in the event of power failure at the
hotel.
Hotels are encouraged to maintain some copper CO trunks for the routing of 911 traffic and for
power failure transfer lines. Hotels should discuss routing options with the telephone equipment
provider.
Meeting Room/s
Each “fixed wall” meeting room 5,000 sq. ft. and under must be equipped with at least one
single-line house telephone and two additional jacks. For larger rooms, the above standards
apply for each additional 5,000 sq. ft. of meeting space. For meeting rooms that can be divided
into smaller, separate meeting rooms, at least one single-line house telephone is required in
each meeting room division, and additional jacks should be provided as determined by the hotel.
Telephones are not required inside meeting rooms at all times; they must be available upon
request. Speakerphones must also be available for use in meeting rooms upon request. For
hotels with substantial conference facilities, a public payphone bank is recommended in the prefunction area of the hotel as dictated by local market needs.
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Elevator Cabs, Swimming Pool and Fitness Center: See Brand Safety Standards.
Note: Some local jurisdictions may require that elevator cabs have a monitored service
provider. Hotels should check with local authorities for compliance information.
Guest Room Telephones
A minimum of one single-line telephone (corded or cordless) is required in each guest room.
When only one telephone is provided, it must be placed on the nightstand.
All telephones:

Must be equipped with a speakerphone (see Exceptions below). On cordless phones,
the speakerphone must include a dialing keypad so that calls can be placed
independently of the handset, if the handset is misplaced or not otherwise functioning.
Note: If the only telephone in the room is a corded telephone without a speakerphone
and this telephone was purchased between December 1, 2008, and October 1, 2010
(during the standards relaxation period), the hotel may use these telephones until
December 31, 2012, or until condition warrants replacement, whichever occurs first.

Must be touchtone.

Must be equipped with a data port; all telephone data ports must be operable and
provide the ability for computers and fax machines to communicate with other systems
outside the hotel via the telephone system.

Must be equipped with volume control.

Must be equipped with programmable buttons appropriate to the hotel services offered.

Must have a brand-approved custom faceplate with brand logo; the hotel area code
must be current on each faceplate at all times.

For telephone sets with cords, the length of each phone cord must be at least 14'-0"
(4.25m), and the length of each handset cord must be at least 6'-0" (1.83m).

Additional features, including, but not limited to “mute” and “hold” buttons are
acceptable.

All guest room telephones in the U.S. must meet ADA requirements.
Suite Room Telephone Requirement: In suite rooms, one additional telephone is required in
the suite living area, even where the suite is divided only by a wing-wall. The second telephone
must meet all Guest Room Telephone specifications.

Exception: If the second telephone is corded, it is not required to feature a
speakerphone. Place telephones as follows:
When one telephone features a speakerphone and one does not, place the telephone
featuring the speakerphone on the desk or activity table; place the telephone without a
speakerphone on the nightstand.
Second Telephone in Non-Suite Room (Optional): When a second telephone is provided on
the desk or activity table in a non-suite guest room, the telephone must meet all Guest Room
Telephone specifications.

Exception: If the second telephone is corded, it is not required to feature a
speakerphone. Place telephones as follows:
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When one telephone features a speakerphone and one does not, place the telephone
featuring the speakerphone on the desk or activity table; place the telephone without a
speakerphone on the nightstand.
It is important for telephone and High Speed Internet Access (HSIA) ports to be clearly identified
to guests. This is especially true at hotels that have both a dataport access point and an HSIA
port at the desk.
Call Pricing
Deposits
Guests who are paying cash for room charges may be asked to provide a nominal deposit for
long distance telephone use. At checkout, the deposit not applied to completed calls must be
refunded to the guest.
Local & Toll Free Calls
Guests must not be charged for local calls or toll free calls. If long distance calls can be made
from the hotel using 10-digit dialing (i.e., without first dialing a “1” to complete the call), the hotel
should place a notice in the Guest Services Directory advising guests to contact a local
telephone company operator to verify whether dialing a particular area code and prefix
combination is a billable call within the local calling area. A recommended option is to place a
professionally printed, fabricated sign listing all local area codes and prefix combinations
available.
Long Distance Charges
Hotels in the U.S. must not charge guests for access to long distance service, and it is strongly
recommended (due to guest preferences) that hotels do not add or permit the long distance
service provider to add any surcharges or fees for long distance calls not charged to the hotel
(for example, credit card calls and operator-assisted calls). If a hotel adds or permits the provider
to add such surcharges or fees (frequently referred to as “Property Imposed Fees” or PIFs), then
the hotel must prominently display a notice near the guest room telephone that clearly:

States that additional charges will be added to the guest’s calling card billing statement

Informs the guest how to obtain information about the amount of any such charges

Informs the guest how he may place a call without incurring such charges
This notice may be added to the sign required below or provided on a separate sign. The
minimum size for this verbiage is 2.5" x 3.5".
FCC Requirements for Hotels in the U.S.
Charges to guests in U.S. hotels for actual long distance usage should be reasonable. Any long
distance service provider used by a hotel in the U.S. must meet and comply with all federal,
state, and local laws, regulations and requirements, including all requirements of the Federal
Communications Commission (FCC), the Telephone Operator Consumer Services Improvement
Act of 1990 (TOCSIA), and applicable state certification requirements. Long distance providers
cannot interfere with the guest’s access to the guest’s long distance carrier of choice. Hotels in
the U.S. must comply with all federal, state, and local laws, regulations, and requirements
relating to telephone service, including guest notification and signage requirements.
158
Information Signage for U.S. Hotels
Hotels in the U.S. must prominently display a clear, professionally produced sign on or adjacent
to the guest room telephone that contains the following information:

Name, address, and toll free telephone number of the provider of the hotel’s operator
services. Note: If the hotel uses a company that resells a provider’s services, the sign must
still state the name of the provider.

A method for the guest to obtain information about all applicable charges for calls. For
example, the sign may refer the guest to a toll free telephone number, the charges
information may be stated in the directory of hotel services, and the sign may refer guests to
the directory.

A means for guests to contact their preferred interstate common carrier for information on
accessing that carrier’s service

For U.S. hotels: The name and address of the enforcement division of the Common Carrier
Bureau of the FCC, to which the guest may direct complaints about operator services

A list of all national and international telephone access codes that is professionally printed
and fabricated in each room. See Required Print Collateral.
Televisions
Guest Room Televisions
For hotels in the U.S. and Canada, guest room televisions must be provided as follows:
High Definition Flat Panel Television

One HD LCD 32” (thirty-two inch) commercial grade flat panel television in each guest room
that meets IHG’s specifications, which may be updated from time to time.

Such specifications to also include closed caption capability; remote control, which must be
portable and provide on/off control, volume control, direct-access channel selection, and a
mute button.

Television must be connected to a master antenna, satellite system, or commercial cable
system; all in-room cables must be concealed from view where possible.
Additional Guest Room Televisions (e.g., for Guest Suites):
For hotels in the U.S. and Canada, televisions must be provided as follows:
Living Room Area Television
Additionally, one (1) thirty-two inch (32”) flat panel HDTV with specifications identical to guest
room television specifications is required in the living room area of each guest suite.
Effective August 24, 2012, the living room area Flat Panel Television is not required when a
Flat Panel Television meeting or exceeding all guest room television specifications, with a
minimum diagonal screen measurement of 40", is provided in the sleeping room area and when
the following two conditions are met: (a) there is a clear, unobstructed line of sight between all
seat positions on the sofa and the television in the sleeping room area, and (b) the distance from
159
the center of the sofa back is not more than 16 feet (4.87 meters) from the center of the sleeping
room television screen (when swiveled).
Any additional television must meet or exceed all guest room television specifications.
KidSuites® Television Standards
All hotels must comply with the following:
Adult Section:

One television with specifications identical to guest room television specifications.
Kid’s Section:
One commercial quality 19” diagonal (minimum size) color television set with remote control and
VCR or DVD player are required. For all new or renovating hotels, the televisions must be a flat
panel. The television set must be permanently mounted to the above described cabinet, swivel
mounting preferred.

For existing hotels, implementation of an LCD television in the Kids Section is optional. If
implemented, such LCD television must conform to all of the guest room television
specifications, except that the size must be no smaller than nineteen (19) inches.

For hotels in the U.S. and Canada: New hotels, renovating hotels and hotels adding
KidSuites, the television must be a flat panel (LCD, minimum size of 19 inches).
Refer to the KidSuites standard for additional requirements.
Television Programming
United States
No later than December 31, 2011: At minimum, hotels must provide in each guest room all of
the following channels in high definition:

The four major network channels (ABC, CBS, NBC and Fox)
o
An all-sports channel
o
An all-news channel
o
At least one premium movie channel, one of which must be HBO (effective
January 1, 2007)
Canadian Hotels
No later than April 30, 2012: At minimum, hotels must provide in each guest room all of the
following channels in high definition:

Four major network channels (CBC, CTV, Global and either NBC, CBS, ABC or Fox)
o
An all-sports channel
o
An all-news channel
o
At least one premium movie channel, at the Hotel’s discretion
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For hotels in Mexico:
Effective February 8, 2013, at minimum the following channels must be provided:

A least one (1) major nationwide channel: For example in Mexico: Televisa, TV Azteca.

At least two (2) major American Network channels: Fox, WB, SONY, AXN, etc.

Two 24 hr. All News channels


o
One (1) in Spanish (or local language)
o
One (1) in English (e.g. CNN)
Two 24 hrs. Sports channels
o
One (1) in Spanish (or local language)
o
One (1) in English (e.g. ESPN, Fox Sports)
At least one Premium Movie channel such as HBO, Cinemax, Show Time, Moviecity, or
Cinecanal
High Definition (HD) channels are required where technology is available.
All hotels:
In addition to the above, properties that specifically cater to families with children are required to
offer an additional family-centered premium channel (e.g.: Disney, Nickelodeon, Cartoon
Network, Discovery, and Animal Planet.)
Pay-Per-View Programming
If pay movies are provided, all guests must have access to them regardless of method of
payment used (i.e., cash, credit card or check).
If pay movies are provided via a Pay Per View system, the Pay Per View system must support
billing via the PMS. Note: This does not apply to pay movies provided via cable or satellite (e.g.,
DirecTV, Comcast).
Pay-Per-View Programming Blocking
Whenever pay movies are provided, instructions for blocking pay movies must be provided in the
Guest Services Directory.
Broadcast Blocking
The television sets must also support the ability of the hotel to block certain content via V chip
technology.
Channel Listing
See Guest Rooms: Printed Collateral in a De-Cluttered Guest room
Encryption
Due to movie studio security and broadcasting security requirements, encryption such as
PRO:IDIOM, Set Top Box or other equivalent technology (as per consultation with the hotel’s
video vendor) is required for providing certain HD content such as Premium Channels, Video on
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Demand and/or Pay-Per-View services (This will vary geographically or based upon suppliers as
to the appropriate level of encryption required to work with the television standards provided).
High Definition Channel Delivery
The capability to deliver HD premium channels is required upon installation of the HDTVs. The
IHG HD Specification Guide, as amended from time to time, provides direction regarding which
HD channels are required.
Connection Panel
At this time, a Connection Panel for each guest room television is optional and may be provided.
If provided, it must conform to IHG’s specifications, which may be amended from time to time.
While IHG’s full specifications are still pending as of the date of this Standard, IHG’s Design and
Plan Review Department can provide current compliance guidance.
Mounting
All flat panel sets must be secured either by a mounting device or by bolting the set to the HDTV
chest in order to avoid the unit from being tipped over by a guest. Note: The flat panel HDTV
may not be mounted to the back panel of the HDTV chest or the back portion of any other
furniture; it must be mounted on the flat, “table” surface of the chest. No television may be
mounted directly to the wall or ceiling. As part of the ordering process IHG will provide further
information on the preferred suppliers and installation options available.
IHG has contracted with its case good suppliers to provide HDTV Chests (with cabinet base and
coordinating back panel) with flat surfaces, suitable for flat panel television mounting, and
matching existing SRD Schemes. Photos and specifications, which may change from time to
time, are available on IHG’s website at http://www.ihgdesignconnect.com.

Other HD chests may be used, subject to all of the following requirements:
o
HDTV Chests must be manufacturer-approved to support a table-mounted 32-inch
flat panel television.
o
HDTV Chests must meet the minimum height requirement of 32 inches.
Notes:


Existing hotels, IHG strongly recommends HD LCD Flat Panel TVs are not mounted in an
armoire. If the television will be mounted in an armoire the armoire must be in full working
condition, the television must fit within the armoire with at least a four inch (4") clearance on
both sides of the TV, be securely mounted and able to swivel a minimum of thirty (30)
degrees.
All hotels, the requirement to mount televisions to the "table" surface is waived when the
hotel is using an IHG specified SRD design scheme throughout the guest room (soft and
hard goods) that features an IHG specified TV Panel.
For new and replacement sets see Appendix A: Design & Construction: Technical
Specifications: Televisions for HDTV Television Specifications, Purchasing and HDTV Wiring
Requirements
162
Public Area Televisions
Express Start Breakfast Bar

Television: A minimum of one 37” HD LCD flat panel television is required and must be
displayed to provide viewing from the dining and soft seating areas of the Great Room. The
television must be integrated into a decorative room feature such as a bookcase, fireplace or
other millwork treatment. Location and mounting method of the television must be submitted
to IHG Design and Plan Review Department for review and approval. All wires and cables
must be concealed from view.
Fitness Center Television(s)

Widescreen flat panel HDTV with specifications identical to guest room television
specifications is required for new and renovating hotels (entering the system on or after
October 1, 2007), at a size no smaller than thirty-two (32) inches.

One television is required for fitness rooms equal to or less than 500 sq. ft. (46.5 m2); two
are required for fitness rooms between 500 and 840 sq. ft. (46.5 and 78.0 m2); one
additional set is required for each additional 300 sq. ft. (27.9 m2) or portion thereof above
840 sq. ft. (78.0 m2)

Must provide a cable connection and outlet at least 68" above the finished floor to better
conceal the cords from the guest view; wiring and cords must be concealed from guest view.
Recommended installation height is 6'8" above the finished floor.

A direct access remote control is required for each television.

Note that Connection Panels are not required for Fitness Center Television(s).
Hotels may use equipment-mounted televisions in addition to the thirty-two inch television.
When earphones are required to listen to these televisions, the hotel must provide
(complimentary or at nominal cost) earphones. Instructions on where to obtain these
earphones (e.g.: Front Desk, gift shop, Fitness Center attendant) must be given via
professional signage and in the Guest Services Directory.
If there is no space for exercise (e.g. free weights area) except on the equipment, the hotel
may provide only equipment-mounted televisions.
Holiday Inn Express® eHost™ Electronic Guest Concierge
Standard
Holiday Inn Express® hotels in the U.S.A and Canada must provide access to eHost as the
hotel’s Start Page (sometimes called a “landing page”) via the hotel’s high speed Internet access
connection in each guest room and meeting room and in the public spaces, no later than March
31, 2008. There is no cost associated with eHost implementation. All related Standards,
including without limitation free high speed Internet access, shall be adhered to without
modification.
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Each hotel must designate at least one employee at each hotel responsible for entering and
maintaining current hotel-specific data into eHost. Such employee(s) must be available from time
to time to work with IHG’s personnel for remote training and receipt of related information. All
front desk personnel, maintenance personnel, and technical support vendors must have a
working knowledge of eHost, sufficient to reply to questions from guests.
Per the Brand Hallmark: Smart Connect Guest Communications, Free High-Speed Internet
Access (HSIA) Standard, once a user has logged on or a service provider has been selected
and the guest proceeds to the Internet, a Start Page that will include the IHG-approved Terms
and Conditions and any other Brand mandated messages is displayed. Once access to eHost is
provided at the hotel, the eHost landing page must replace the current Start Page at the hotel.
Per the Technology: Telecommunications & Hotel Web Site Standards (“Attendant (optional)”
section), any hotel employing an auto-attendant for any calls must provide the option for guests
to dial “zero” to reach a live operator (“To contact a guest room or speak to the hotel operator
press zero.”), so that any automated text-to-speech feature in eHost will be able to automatically
reach a hotel operator through the auto-attendant.
Each hotel must provide eHost instructions as directed by IHG. IHG is also considering the use
of eHost as a platform for advertising by IHG and/or IHG-approved external entities.
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XIV. WEB & INTERACTIVE MARKETING
IHG Standards for Independent Hotel Web Sites
________________________________________________________________
Global standards for all InterContinental® Hotels & Resorts, Crowne Plaza® Hotels & Resorts,
®
®
TM
®
Holiday Inn Hotels & Resorts Holiday Inn Express , Express by Holiday Inn , Staybridge Suites ,
®
®
Candlewood Suites and Hotel Indigo hotels, marketed jointly as InterContinental Hotels Group (IHG)
_____________________________________________________________________
If an IHG Licensee chooses to create a hotel Web site independently of Licensor1,
InterContinental Hotels Group (IHG), then it must comply with all standards set forth in this
document.
IS01-01 Independent Web Site Approval and Certification
Definition: An independent Web site is an online, internet or Web page or collection of related
Web pages, content, photos, videos and/or other digital assets developed and maintained by a
hotel or its agency.
IS01-02 Site Review
A. Hotels with new independent Web sites must submit the link to IHG
([email protected]) prior to or within ten (10) days of publicly launching a new Web
site. IHG periodically reviews IHG hotels’ independent hotel Web sites to certify that they are
optimized for best performance and conform to standards. If warranted, feedback will be
provided to the hotel. Enforcement standards are outlined in IS06-01.
IS01-03 Where and What to Submit
A. Prior to or within ten (10) days of publicly launching a new independent Web site, hotels or
their agencies must submit the information below to: [email protected]. Upon
receipt, a confirmation email will be sent to the submitter. If warranted, feedback will be
provided to hotel. Feedback may not be immediate and may be provided at any time.

Hotel name and Inn code

Independent Web site link

Contact name, email, phone
IS02-01 Intellectual Property Protection
IS02-02 Domain Name
A. Definitions: A domain name is a registered name that defines a realm of administrative
autonomy, authority, or control on the internet (e.g Web site and/or email). The first-level set of
domain names are the top-level domains (TLDs), including generic top-level domains (gTLDs),
such as .com, .net, .org, .biz, .tvl, .edu, etc, and country code top-level domains (ccTLDs) such
1
Licensor: InterContinental Hotels Group PLC, (IHG) it subsidiaries and affiliates.
165
as .co, .ca, .jp, .de, etc; Sub-domains identify parts of a Web site or pages within a domain. A
URL is the address or path used to get to a specific page within a domain.
Examples:

Domain Names: anydomain.com, anydomain.net, anydomain.org, anydomain.biz,
anydomain.ca

Sub-domain: hotelname.ihgbrand.com, hotelname.hotelcompany.biz, hotelname.xxxxxx.ca

URL: www.anydomain.com/index, www.anydomain.biz/reservations,
www.anydomain.net/packages
B. An IHG hotel name on an independent Web site must exactly match the hotel’s official IHG
name as it appears on their IHG branded Web site or as shown in HOLIDEX® Plus.
C. A Licensee may not own or utilize any domain or sub-domain name, in any generic top level
domain (e.g. .com, .biz, .net, etc.) or country code top level domain (e.g. .ca, .jp, .co. etc.) that
contains a trademark, service mark, or domain name owned by Licensor or its affiliates, or one
that is confusingly similar (e.g. holidainn.com vs. holidayinn.com or crownplaza.com vs.
crowneplaza.com). A list of some common violating terms is included below; these terms may
not be used alone or in conjunction with other terms in any combination with or without
hyphenation(s). This list is intended only to provide examples and Licensor retains the right to
reject any proposed domain or sub-domain name that contains a term that it deems confusingly
similar to an IHG trademark:
Examples:
• intercontinental
• holidayinn
• staybridgesuites
• 6C
• holiday-inn
• intercon
• hollidayinn
• candlewood
• SixContinents
• holiday-inn-express
• interconti
• holidayinnexpress
• candlewoodsuites
• ichotels
• holidayinnclubvacations
• crownplaza
• hiexpress
• hotelindigo
• ihg
• crowneplaza
• staybridge
• ichotelsgroup
• hollidayinn
D. A Licensee may not use “Official Web Site” or similar copy in content or to describe an
independent hotel Web site or in keywords or creative linking to an independent hotel Web site.
E. Licensee may not purchase or utilize domains or sub-domains for competing brands unless
owned by the Licensee.
F. Licensees owning a domain or sub-domain name that includes a violating term must comply
with the standards immediately and either allow the registration to expire or transfer ownership
of the domain name to Licensor, at Licensor's option. If ownership is transferred, the hotel must
sign an agreement with Licensor acknowledging Licensor's ownership and right to control the
use of the domain name, and must sign any other documents Licensor may require pertaining to
Licensor's ownership of that domain name. Any domain name transferred to Licensor will not be
recycled for use by another individual hotel.
G. Licensor reserves the right to require the transfer of any violating domain or sub-domain
name that is identified as having potential value for Licensor's domain name portfolio or that has
potential risk of being purchased by a cybersquatter2 or typosquatter3 upon expiration. The
Licensee violating IHG domain standards may be responsible for domain transfer costs.
2
Cybersquatter: A registrant who purchases another’s trademark as a domain name in bad faith, usually with intent to
generate profit or personal gain by reselling the domain name to the legal trademark owner or by selling advertising or
redirecting traffic.
3
Typosquatter: A registrant who purchases a domain name similar to a trademarked term but misspelled, usually with
intent to generate profit or personal gain by reselling the domain name or redirecting traffic.
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H. Licensor will, upon request, provide to Licensee an approved hotel specific sub-domain for
use as a URL for the hotel’s independent Web site and/or email address at no cost to Licensee.
The approved sub-domain will include the hotel’s official IHG name as listed in HOLIDEX® Plus.
To request a hotel specific sub-domain, Licensee may send an email stating its request and
business purpose to [email protected]. In the email, Licensee must include the
hotel name and inn code along with a contact name, email and phone number. Alternatively,
Licensee may purchase, through an independent registrar, a domain or sub-domain name that
does not include a violating term to use as a URL and/or email address.
IS02-03 Uniform Resource Locator (URL)
A. Definition: A URL is the extended path or address to a Web site page within a domain.
Example URL: www.anydomain.com/home/anytown/hoteldetail.html
B. A domain or sub-domain name used for a hotel's independent hotel Web site URL may not
include any trademark, service mark or domain name owned by Licensor or its affiliates, or
words that are confusingly similar, except when they are part of the Licensor-provided subdomain.
Examples:
Violating Domain
holidayinnexpressanytowneast.com
anytownairportcandlewoodsuites.com
crowneplazanytown.com
InterContinentalanytown.com
holidayinncityairport.com
hotelindigocity.com
Approved Domain
hiexanytowneast.com
anytownairportcw.com
cpanytown.com
icanytown.com
hicityairport.com
wacoindie.com
C. Licensees owning or using a violating domain or sub-domain name or URL must either allow
the registration to expire or transfer ownership to Licensor, at Licensor's option.
D. Licensor will, upon request, provide a hotel specific sub-domain name for use as a URL at no
cost to the hotel (for example: www.hotelname.holidayinn.com). To request a sub-domain,
licensee may send an email request to [email protected]. Alternately, the hotel
may purchase a new domain name through an independent registrar that does not include a
violating term for use as a URL.
E. Existing independent Web sites must conform to these standards for domain and sub-domain
name usage immediately. All violating URLs must be disabled.
IS02-04 Email Addresses
A. Definition: An email address is a domain name used to locate an electronic mail system on a
network. The mail server may be configured to associate one or more mailbox accounts at (@)
the same domain name.
Example Email Address: [email protected]
B. A domain or sub-domain name used for a hotel's email addresses may not contain any
trademark or domain name owned by Licensor or its affiliates, or words that are confusingly
similar, except when they are part of the Licensor-provided sub-domain.
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IS02-05 Online Marketing
A. When marketing independent Web sites in online search or media, Licensees and their
agencies must adhere to IHG Standards for Search Engine Marketing and IHG Standards for
Email as applicable.
IS03-01 Web Site Content
IS03-02 General Content
Each independent hotel Web site must conform to the following content Standards:
A. The independent hotel Web site must have the name of the hotel owner and operator visible
on the home page as specified in the Owner/Operator Disclosure Standards. One of the
following statements may be customized and prominently posted for this purpose:
"This hotel is Independently Owned by
."
and Operated by
OR
"This hotel Independently Owned and Operated by
."
B. Each independent hotel Web site must include the Licensor's Service Mark Statement IS0306 that indicates the hotel brand name, other trademarks and service marks owned by Licensor.
This statement or a link to this statement must be provided on the home page of the Web site.
C. All content (e.g. dated offers, etc.) must be current and accurate at all times. Each hotel must
ensure that all Web site content is comprehensive and truthful.
D. All content must be available in English if requested for IHG certification.
E. All posted email addresses must be in good working order. Invalid email addresses must
immediately be removed or modified to a working link.
F. All photography and graphics must be professionally produced, and all licensing issues and
model releases are the sole responsibility of the Licensee. All content, photography and
graphics posted on the independent Web site must also be made available to Licensor for use
on brand Web pages. (Licensor is under no obligation to post submissions.)
G. A hotel must not use a brand name or hotel name other than its own hotel name in Web site
meta tags. For example, a hotel must not use a meta tag that contains the name of other
Licensor brands or the name of any non-Licensor brand.
H. Brand identity guidelines, logos and other brand information can be found on IHG Merlin at
www.ihgmerlin.com/brandcentral. Currently, this is only available to authorized Merlin users.
I. Independent Web sites must be accessible for persons with disabilities if required by law.
Licensee must ensure the Web site complies with all legal requirements and accessibility best
practices as identified by the World Wide Web Consortium’s Web Accessibility Initiative at:
www.w3.org/WAI/. Current guidelines can be found at: http://www.w3.org/TR/wai-aria/
J. Independent hotel Web sites must not contain, advertise or promote (including by banner or
other dynamic content or otherwise) any competitor's brand (non-Licensor-branded property), or
any other Licensor-branded properties other than those operated by Licensee.
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K. Independent hotel Web sites must not contain, advertise or promote (including by banner or
other dynamic content or otherwise) any adult content, hate speech, any content that does not
conform to high moral and ethical standards or any content that may adversely affect the
reputation of the hotel, the brand or Licensor.
L. In the event of termination or expiration of the License Agreement for a hotel, the Licensee
must comply with Licensor's requirements for appropriate revisions or deletions to the Web site
prior to end of the hotel's operation as a Licensed hotel. A hotel must not make reference to any
future operation of the hotel as a non-Licensor brand hotel.
IS03-03 Web Site Operational Specifications
A. The site server should be on a permanent internet connection and provide minimum
bandwidth of 128 KB per Web site.
B. Graphics should be maximum size 90KB, saved at least at 72 dpi.
C. Flash files (.SWF and .FLV) with load times of over 4 seconds at any bandwidth must display
a loading indicator.
D. Brand logos must not be animated in any way, including but not limited to blinking or flashing
in order to minimize load time.
E. The Web site must not use "frames" as a design template or any other design template that
divides Web pages into multiple, scrollable pages.
F. Independent Web sites must be compatible with current browser versions.
IS03-04 Logos and Logo Usage
A. Approved logos can be acquired at the Licensor's Web sites.

https://www.ihgbrand.com/index.asp

www.ihgmerlin.com/brandcentral (available to corporate staff, hotels, owners)
B. Web sites must strictly comply with all Standards for Logo Usage, Printed Material and Color
Specifics found in the current edition of the Standards Manual and or Brand Identity Guide for
each brand.
C. The applicable brand logo must be included in a prominent location at least once on every
page.
D. The Priority Club® Rewards logo must be included in a prominent location on the home page.
E. Portions of logo designs may not be displayed independently of the logo (e.g., as a bullet
point or a location identifier on map) or as a button.
F. Brand logos may not be displayed in color boxes and must not be animated in any way,
including but not limited to blinking, flashing or spinning.
IS03-05 Security & Privacy
A. A hotel may not collect sensitive personal information (e.g. Priority Club® numbers, credit
card numbers) or process reservations by means of an online form or by email. Any "Request for
More Information," "Contact Us" or similar information inquiry form must clearly indicate that
such numbers should not be submitted on the form.
169
B. Other personal information (e.g., mailing address, telephone number, etc.) may be collected
ONLY if the independent Web site is encrypted to standard SSL Web Server Certificates4 and
complies with applicable laws pertaining to collection, storage and further handling of such
information, including necessary disclosure to and permission of each guest of such actions. A
reference and link to Licensee's privacy statement must be posted wherever personal
information is collected.
C. Each independent hotel Web site must establish, post and comply with an adequate and
correct privacy statement that provides, at a minimum, for the following:

Notification to the consumer about how the hotel intends to use all personal information that
may be collected,

The ability for the consumer to prevent the use of personal information for secondary uses,

A procedure for the consumer to report problems with the site's use of personal information,

Notification about the operation and disabling of cookies, and

Makes no reference to Licensor, its affiliates, or its brands.
D. This sample text is for information purposes only as an example of a possible privacy
statement. If sample statement is used, the text should be copied in its entirety and customized
to be Licensee-specific as indicated.
SAMPLE PRIVACY STATEMENT
Your privacy is important to (name of franchisee). To help protect your privacy, we adhere to the
following:






This Web site will explicitly ask when it needs information that personally identifies our customers or
allows it to contact our customers (“Personal Information”). When possible, this Web site will
provide customers with the means to make sure that Personal Information is correct and current.
The Web site and its service providers use Personal Information to operate the sites, provide
services, and to inform our customers of new features, services, and products. This Web site may
also carefully select other companies to send our customers information about their products or
services (a “Secondary Use”).
If this Web site intends to use Personal Information for a Secondary Use, we will not do so until we
have provided our customers with an opportunity to affirmatively select such service.
This Web site may disclose Personal Information if required to do so by law or in the good-faith
belief that such action is necessary to (a) comply with applicable law or with legal process served on
(name of franchisee) or the site: (b) protect and defend the property rights of (name of franchisee)
or this site, and (c) act under exigent circumstances to protect personal safety of users of (name of
franchisee) hotels, the site, or the public.
If, at any time, a customer believes that this Web site has not adhered to these principles, please
notify (name of franchisee) by email at (franchisee’s email address) and we will use all
commercially reasonable efforts to promptly determine and correct the problem.
Customers should also be aware that data may be automatically collected through the standard
operation of our internet servers and through the use of “cookies”. Cookies are small text files a
Web site can use to recognize repeat users, facilitate the user’s ongoing access to and use of the
site and allow a site to track usage behavior and compile aggregate data that will allow content
improvements and targeted advertising. Cookies are not programs that can access a system and
damage files. Generally, cookies work by assigning a unique number to each customer that has no
meaning outside the assigning site. If you do not want information collected through the use of
cookies, there is a simple procedure in most browsers that allows a customer to deny or accept the
cookie feature; however note that cookies may be necessary to provide customers with certain
features (e.g. customized delivery of information) available on this Web site.
A SSL (Secure Sockets Layer) certificate is a digital certificate that authenticates the identity of a website and encrypts
information sent to the server using SSL technology.
4
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IS03-06 Required IHG Service Mark Statement
A. The IHG Service Mark Statement or link to it is to be included on the independent hotel Web
site’s home page.
The following are some of the service marks owned by IHG, Six Continents Hotels, Inc., its
parent, subsidiaries, or affiliates, all members of the InterContinental Hotels Group:
IHG, Six Continents Hotels, Inc.
InterContinental®, Crowne Plaza®, Holiday Inn®, Holiday Inn Express®, Express by Holiday InnTM, Holiday
Inn Select®, Staybridge Suites®, Priority Club®, HOLIDEX®, HOLIDEX® Plus, Holidome®, Stay Smart®,
Express StartTM, Candlewood®, Candlewood Suites®, Hotel Indigo®
IS04-01 Linking
IS04-02 Link Structure
Definition: A link or hyperlink, when clicked, connects the user to a specific Web page
determined by the URL path. “Link” and “URL” are often referred to interchangeably.
A. Hotels with independent Web sites must ONLY offer booking capabilities through a link to
one of IHG’s direct branded Web sites as specified by Licensor. The link must be as follows in
the chart below. The Web site URLs are case-sensitive and must be used exactly as listed
below when linking to property detail pages (XXXXX represents the hotel's 5-character
HOLIDEX® Plus mnemonic code.)
InterContinental
Hotels
Crowne
PlazaCrowne
PlazaHotel &
Suites Crowne
PlazaResorts
Holiday
InnHoliday Inn
Hotel & Suites
Holiday Inn
Express by
Holiday Inn
Holiday Inn
ExpressHoliday
Inn Express
Hotel & Suites
Staybridge
Suites
Candlewood
Suites
Hotel Indigo
http://www.intercontinental.com/redirect?brandCode=ic&path=hd&hotelCode=XXXXX&_PMID=99502222
http://www.crowneplaza.com/redirect?brandCode=cp&path=hd&hotelCode=XXXXX&_PMID=99502222
http://www.holidayinn.com/redirect?brandCode=hi&path=hd&hotelCode=XXXXX&_PMID=99502222
http://www.hiexpress.com/redirect?brandCode=ex&path=hd&hotelCode=XXXXX&_PMID=99502222
http://www.staybridge.com/redirect?brandCode=sb&path=hd&hotelCode=XXXXX&_PMID=99502222
http://www.candlewoodsuites.com/redirect?brandCode=cw&path=hd&hotelCode=XXXXX&_PMID=99502222
http://www.hotelindigo.com/redirect?brandCode=in&path=hd&hotelCode=XXXXX&_PMID=99502222
B. Links go to the hotel detail page to accommodate Corporate ID and Group Codes entries.
C. Foreign language and advanced URLs can be built by using the URL Redirect Assistant in
the hotel URL tool. Go to www.ihg.com/hoteltoolkit.
D. All links must be in good working order. The Licensee is accountable and must ensure that
all links are operational and accurate at all times.
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IS04-03 PMID Tracking
A. PMID (formerly IATAno) 99502222 must be incorporated into the reservation booking link
(see IS04-02). This parameter provides tracking for the independent hotel Web site so that
consumed bookings and revenue can be reported in the hotel’s monthly Distribution Marketing
At A Glance Report posted in FactBook (DM Revenue Factory Bundle). Note: the report does
not provide information on referring sites.
IS04-04 Hotel URL Tool
A. IHG’s Hotel URL Tool is available for hotels and their agencies to use in building and
confirming link structure. All independent Web site links must include the independent Web site
PMID 99502222. Go to www.ihg.com/hoteltoolkit.
IS04-05 Local Negotiated Rate (LNR) links
A. Link structure for Local Negotiated Rates (LNRs) must be built using the Hotel URL Tool. Go
to www.ihg.com/hoteltoolkit.
IS04-06 Additional Linking Requirements
A. A link must be provided in a prominent location on the independent Web site's home page to
the Priority Club® Rewards page on the Licensor's Web site (http://www.priorityclub.com).
B. Independent Web sites for InterContinental brand hotels must include a link to the
InterContinental® Ambassador Club.
http://www.ichotelsgroup.com/h/d/pc/1/en/c/2/content/dec/pc/0/en/ambassador.html
ADDITIONAL NOTE: There are a number of things you can do on your Independent Hotel
Websites to optimize for the natural search rankings (a.k.a. SEO – Search Engine Optimization)
of your website and the IHG websites that you link over to. To learn more about “SEO Best
Practices” please visit Merlin and search “SEO Best Practices”.
IS04-07 Linking to non-Licensor Web sites
A. The independent hotel Web site must not link to any competitor-brand (non-Licensorbranded) property site, or other Licensor-branded individual property, or any third-party
intermediary site (e.g. Orbitz, Travelocity).
B. The independent hotel Web site must not link to any site that contains, advertises or
promotes any adult content or hate speech, any content that does not conform to high moral and
ethical standards or any content that may adversely affect the reputation of the hotel, the brand
or Licensor.
C. Independent sites may be linked to related guest sites such as restaurants, local attractions,
destination information, etc. If the site links to an external site that advertises competitor brand
(non-Licensor) lodging, reciprocity must exist with the external site; a return link to the hotel's
independent site must be present on the external site.
D. External sites to which the independent Web site is linked should not be displayed in a
‘frame’ design template; that is a template that retains the independent hotel site's navigation as
a frame around the external site. All links to external sites should transfer a customer to the
external Web site and preferably launch in a new window.
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IS05-01 Other Web sites
IS05-02 Company and Joint Web Sites
Definitions:

Company Web sites promote more than one hotel, all of which are operated by a single
owner.

A joint Web site promotes a hotel or collection of hotels in conjunction with a non-lodging
business or businesses.
Examples: Hotel and spa, hotel and restaurant
Company and joint Web sites must comply with the following standards:
A. A Company Web Site:

May link to independent hotel Web sites for Licensor brand hotels that are also operated by
the owner.

May link to independent Web sites for non-Licensor brand hotels that are also operated by
the owner provided the Web page contains a link back to the home page of the owner's
Company Web Site.

Must clearly identify itself, prominently display the Company's name or logo and indicate that
the Web site is not an official site of Licensor or its brands.

Must include a link to IHG’s direct branded Web sites. This link may be direct from the
Company Web Site to the appropriate page on IHG’s direct branded Web site, using the
guidelines and tools provided in IS04-02.

Must display Licensor-branded hotel(s) and the Licensor's applicable brand logo with at least
equal prominence to all other properties appearing on the Web site.
B. Joint Web sites:

Hotels must not develop or participate in a joint Web site in cooperation with any nonLicensor brand hotel(s) except where a single owner operates both Licensor and nonLicensor brand hotels.
C. Collaborative, country-level or city-level Web sites are not permitted except as created or
commissioned by Licensor.
D. Company and joint Web sites must comply with all Intellectual Property Protection standards;
that is, the domain or sub-domain name used for the URL and/or email address must not contain
any trademark, service mark or domain name owned by Licensor or its affiliates.
E. Each Licensor hotel reference must link directly to the hotel's official brand Web site or to an
independent Web site for that hotel that complies with the specifications for Independent Hotel
Web Sites described previously.
F. Company and joint Web sites must not contain or advertise (including banners) adult content,
hate speech, content that does not conform to high moral and ethical standards, or content that
may adversely affect the reputation of the hotel, the brand or Licensor.
G. Company and joint Web sites must not include any reference or link to a hotel brand or
property that is intended to replace the licensed hotel until that hotel's License with the Licensor
has been terminated.
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H. Licensees utilizing violating trademarks, domain or sub-domain names in their company or
joint Web site URLs must transfer ownership of those URLs to Licensor, must sign an
agreement with Licensor acknowledging Licensor's ownership and right to control the use of the
URL, and must sign any other documents Licensor may require pertaining to Licensor's
ownership of that URL.
IS06-01 Enforcement
A. IHG will take a pro-active role to ensure that hotels comply with these standards. This
includes active monitoring and periodic checks. A series of progressive disciplinary measures
are included. These enforcement measures are consistent with measures used to enforce other
brand standards, such as the IHG Commission Services standard for the Travel Agent
Commission Program (TACP).
B. Licensor will make periodic checks of hotels' Web sites to determine if a hotel is in
compliance with Standards and/or in compliance with the Licensor's prevailing IHG Best Price
Guarantee standard.
C. If a violation is found by Licensor:

Licensor will notify the hotel of the violation and the possibility of the termination of the
hotel's License Agreement if the violation is not cured prior to the end of the process
described in this paragraph. The hotel will then have 30 days to correct the violation. At the
end of that 30-day period, Licensor will notify the hotel of any existing violations.

If, after thirty more days, the hotel has still failed to demonstrate such compliance, Licensor
will notify the hotel of any existing violations, and the hotel will be removed from the brand
Web site.

If, after another thirty days, the hotel has still failed to demonstrate such compliance,
Licensor will notify the hotel of any existing violations, and the hotel will be removed from
Licensor's Central Reservation Office (CRO) channel.

GDS & Performance Marketing channels.

Licensees that violate domain or sub-domain name standards will be required to transfer
ownership of the violating domain to IHG. The Licensee will be responsible for expenses
incurred by IHG to take ownership of the offending domain.
D. Flagrant or repeated violations of any of these standards reflects conduct from which
Licensor can conclude that there is no reasonable possibility for trust and confidence that similar
violations will not reoccur; that accordingly such defaults cannot be fully cured; and that, as a
result, immediate termination is warranted. Therefore, notwithstanding the foregoing
enforcement provisions, if the hotel has flagrantly or repetitively violated any of these Standards
or failed to commence a cure of a violation, Licensor may, in its sole business judgment, send a
notice of default and termination after thirty (30) days from the first notice of a violation. The
hotel shall have no right to cure the default under these circumstances.
E. No implied waiver: Any waiver by Licensor of any penalty described in these enforcement
provisions shall not constitute a waiver of any other enforcement measure.
F. All notices referenced herein may be given by hand delivery, by electronic mail or post, or
any other form of delivery designed to bring information to the attention of the hotel. All
references herein to "days" refer to calendar days, including weekends and holidays without
exception.
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G. The foregoing process is subject to change, and will be adjusted, if necessary, to comply
with specific applicable law and/or management contracts. Licensor shall have all other
remedies available to it under applicable law.
Email questions to: [email protected] or check with the appropriate regional IHG
Hotel Marketing team:

Americas: [email protected]

EMEA: [email protected]

Asia Australasia: [email protected]

Greater China: [email protected]
IHG Standards for Email
ES01-01 Email Addresses
A. Definition: An email address is a domain name used to locate an electronic mail system on a
network. The mail server may be configured to associate one or more mailbox accounts at (@)
the same domain name.
Example Email Address: [email protected]
B. A domain or sub-domain name used for a hotel's email addresses may not contain any
trademark or domain name owned by Licensor or its affiliates, or words that are confusingly
similar, except when they are part of the Licensor-provided sub-domain.
C. Existing hotel email addresses must conform to these Standards for domain and sub-domain
name usage immediately. All violating email addresses must be disabled.
D. All posted email addresses must be in good working order. Invalid email addresses must
immediately be removed or modified to a working link.
E. Licensees owning a violating email domain or sub-domain must either allow the registration
to expire or transfer ownership to Licensor, at Licensor's option. (Licensor will upon request
provide a hotel specific sub-domain name for use as an email address at no cost to the hotel.
Alternately, the hotel may purchase a new domain name through an independent registrar that
does not include a violating term for use as an email address.)
ES02-01 Email Marketing
A. Definition: Email Marketing is a form of direct marketing which uses electronic mail as a
means of communicating messages to an audience.
B. Hotels wishing to create and distribute an email marketing campaign are encouraged to
contact the appropriate Regional team for assistance.




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C. Hotels may not create or purchase email address lists for the purpose of unsolicited email
marketing.
D. Hotels must not collect consumer email addresses for the purpose of email marketing unless
the consumer has given the hotel specific permission to do so by affirmatively selecting an
option to permit the hotel to use the address for marketing purposes (referred to as an "opt-in"
selection).
E. Hotels must not use negative (opt-out) options; a consumer must make a positive
confirmation of intent to the hotel collecting the email information.
F. Hotels must clearly and conspicuously provide consumers with a means of easily removing
email addresses from any email marketing lists. Hotels must process removal requests promptly
upon receipt.
G. All hotel email marketing communications to consumers must include the following: Clear
and conspicuous identification of the hotel as the sender of the email (such that there may be no
confusion on the part of the recipient that the Licensor or the brand is the sender); and the
following owner/operator statements and footer:

Email address subscribed (e.g., “You are subscribed as: #EmailAddress#”)

Reason for receiving (e.g., “You have received this email because you elected to receive
offers from #hotel#.”

Link to a privacy statement that conforms with IHG’s privacy statement and applicable local
law (e.g., “The privacy and security of your personal information is very important to us.
Read our hotel’s Privacy Policy.”)

Ability to change preferences (e.g., “To change or update your email subscriptions, please
contact #abc#.”)

Link to unsubscribe (e.g., “To unsubscribe from email subscriptions, please contact #abc#.”)

Physical address of the sender (e.g., “This property is independently owned and operated by
#abc#” )
H. All hotel email marketing distributions must comply with Licensor Security & Privacy
standards and/or the hotel's resident country laws, whichever is most restrictive. In the event
that there is a conflict between Licensor’s Security and Privacy Standards, hotels must comply
with the more restrictive.
I. Hotels must not duplicate Stay Related Emails (Reservation/ Pre-Arrival/Post-Stay) at the
property level, sent by IHG on behalf of IHG brand hotels.
J. For more information regarding IHG Email Marketing visit https://ihgmerlin.com/guestconnect.
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IHG Standards for Search Engine Marketing
SE01-01 Existing IHG Web marketing program and Keyword Suggestion
Tool
SE01-02 IHG Performance Marketing
A. Licensees should be aware that all IHG hotels are marketed on search engines through IHG
Performance Marketing unless the hotel has officially opted out of the program. Performance
Marketing paid placements provide brand and hotel-specific Web exposure for IHG branded
Web sites in paid sponsored links on global search engines. Efforts include banners, buttons,
links and Central Reservation Office phone numbers. Initiatives are tracked with unique IDs.
Property specific results are reported monthly in the Performance Marketing At A Glance report
(part of the DM Revenue Factory Marketing Bundle). Hotels are charged a commission on
consumed, commissionable results on monthly IHG Commission Services invoices. For
program details, go to IHG Merlin and search “Performance Marketing” or email
[email protected].
SE01-03 Keyword Suggestion Tool
A. Hotels may suggest keywords to Performance Marketing via the Keyword Suggestion Tool
application on Merlin
(https://www.ihgoneteam.com/formsonline.nsf/KeyWordSearch?OpenForm). All suggested
keywords will be reviewed however not all suggested terms are purchased. Keywords that are
hotel related, relevant to the hotel’s branded IHG page, likely to convert to bookings, and fit
within IHG’s business model may be purchased. Performance Marketing links drive to branded
Web sites only and may go to a results or property page depending on the terms. Keyword
suggestions do NOT drive to independent hotel Web sites.
B. Due to changing performance, bandwidth, and the competitive nature of bidding, keywords
lists are not distributed.
SE02-01 Independent Web Sites
Hotels wishing to conduct their own search engine marketing campaigns must adhere to the
following:
A. Licensees choosing to create, maintain, and/or market a hotel Web site separate from IHG
must adhere to current IHG Standards. Licensees are responsible for ensuring that their
agencies also comply with standards for design, maintenance, and marketing. Newly
established independent Web sites must be submitted to [email protected] for
certification. For more information, see Independent Web Sites.
B. IHG Search Optimization Best Practices are available to provide guidance on linking that
may help to boost exposure in organic search engine results. Search “SEO Best Practices” on
IHG Merlin or email [email protected].
C. For information, see Independent Web Site Standards or email
[email protected].
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SE03-01 Keywords
In order to avoid consumer confusion and protect the value of IHG brand Web sites, the
following standards apply:
A. A hotel or its agency may not bid on or purchase keywords containing Licensor's trade
names (e.g. IHG, InterContinental Hotels Group) or trademarks (Holiday Inn, Crowne Plaza,
etc), other than keywords that are identical to the property's official, Licensor-recognized hotel
name, as shown in current IHG consumer Web sites or on HOLIDEX® Plus.
B. If a hotel does choose to buy Keywords, then it may only buy brand-neutral keywords, such
as "Atlanta Hotels" or "Brussels Hotel Reservations" and cannot reference any trademarks with
the exception of the hotel's official name as listed on IHG consumer Web sites or on HOLIDEX®
Plus.
C. Keywords and paid ad creative must not include terms that are confusingly similar (e.g.
holidainn.com vs. holidayinn.com or crownplaza.com vs. crowneplaza.com). A list of common
violating terms is included below; these terms may not be used alone or in conjunction with other
terms in any combination with or without hyphenation(s).
This list is subject to additions, deletions, and changes as deemed necessary by Licensor:
• intercontinental
• holidayinn
• staybridgesuites
• 6C
• hollidayinn
• intercon
• hollidayinn
• candlewood
• SixContinents
• holiday-inn
• interconti
• holidayinnexpress
• candlewoodsuites
• ichotels
• holiday-inn-express
• crownplaza
• hiexpress
• hotelindigo
• ichotelsgroup
• crowneplaza
• staybridge
• holidayinnclubvacations
• ihg
D. A Licensee may not use “Official Web Site” or similarly intended copy in content or to describe an
independent hotel Web site or in keywords or creative linking to an independent hotel Web site.
E. Licensee may not purchase or utilize domains, sub-domains, keywords or creative for
competing brands unless owned by the Licensee.
F. Search terms and creative used by Licensees and their agencies to promote IHG hotels must
be relevant, truthful, accurate, and must not be deceptive.
G. Search terms and creative must not include adult content, hate speech, illegal or immoral
terms, reference or links.
H. Sponsored link keywords, creative and links must accurately represent the linked landing
page.
I. Keywords, creative, and linked pages must not violate IHG Best Price Guarantee standards.
J. Sponsored links must be in working order.
K. Licensees and their agencies must not use Internet Web sites to channel Internet inquiries to
a single property, when the consumer is seeking information concerning a broad range of
System hotels in a geographic area.
L. Hotels and their agencies must not use predatory advertising practices, including misuse of
Keywords (e.g., intentional diversion of customers seeking IHG brands and the IHG branded
Web sites).
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M. Licensees are responsible for non-IHG paid search engine marketing campaigns promoting
their IHG hotel whether implemented by hotel staff, agency, or other and must adhere to
standards. Standards for enforcement are included in section SE06-01.
SE04-01 Third Party Internet Participation (TPIs)
A. Hotels may only participate with Third Party Internet (TPI) sites that comply in full with
Licensor’s Internet Distribution Standard and Certification Criteria.
SE05-01 Trademark Approval Process for Search Campaigns
A. Hotels or their agencies may purchase the hotel’s officially licensed name for keywords and
creative. If ads are rejected by a search engine due to trademark discrepancies, Licensees or
their representatives can request trademark approval by emailing requests to
[email protected]. Information to be included in the email is below:

Hotel Inn Code

Hotel name

Contact name, phone, and email

Adwords id

Trademarked term for approval
SE06-01 Enforcement
A. IHG will take a pro-active role to ensure that hotels comply with these standards. This
includes active monitoring and periodic checks. A series of progressive disciplinary measures
has also been included. Enforcement measures are consistent with measures used to enforce
other brand standards, such as the IHG Commission Services standard for the Travel Agent
Commission Program (TACP).
B. Licensor will make periodic checks of hotels' Web sites to determine if in compliance with
Standards and/or in compliance with the Licensor's prevailing Internet Rate guarantee standard.
C. If a violation is found by Licensor:

hotel's License Agreement if the violation is not cured prior to the end of the process
described in this paragraph. The hotel will then have 30 days to correct the violation. At the
end of that 30-day period, Licensor will notify the hotel of any existing violations.

If, after thirty more days, the hotel has still failed to demonstrate such compliance, Licensor
will notify the hotel of any existing violations, and the hotel will be removed from the brand
Web site.

Licensor's Central Reservation Office (CRO) channel.

GDS & Performance Marketing channels.

Licensees that violate domain name standards will be required to transfer ownership of the
violating domain to IHG. The Licensee will be responsible for expenses incurred by IHG to
take ownership of the offending domain.
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D. Flagrant or repeated violations of any of these standards reflects conduct from which
Licensor can conclude that there is no reasonable possibility for trust and confidence that similar
violations will not reoccur; that accordingly such defaults cannot be fully cured; and that, as a
result, immediate termination is warranted. Therefore, notwithstanding the foregoing
enforcement provisions, if the hotel has flagrantly or repetitively violated any of these Standards
or failed to commence a cure of a violation, Licensor may, in its sole business judgment, send a
E. No implied waiver: Any waiver by Licensor of any penalty described in these enforcement
F. All notices referenced herein may be given by hand delivery, by electronic mail or post, or
references herein to "days" refer to calendar days, including weekends and holidays without
exception.
G. The foregoing process is subject to, and will be adjusted, if necessary, to comply with
specific applicable law and/or management contracts. Licensor shall have all other remedies
available to it under applicable law.
Email questions to your regional Hotel Marketing team or Performance Marketing:





Global Performance Marketing: [email protected]
IHG Standards for IHG Brand Web Sites / Hotel Detail Pages
HD01-01 Standards for Brand Web Sites / Hotel Detail Program
A. Each hotel must participate in Licensor’s5 Hotel Detail (HD) Program, which provides hotels
with an opportunity to include selected photography, text and local information on the IHG brand
specific Web sites. Each hotel must comply with the requirements of the HD Program, and it is
each hotel’s responsibility to provide the information, photographs, acknowledgements and other
materials required by the HD Program.
B. Hotels must provide content in descriptive text fields in Hotel Content Manager (HCM,
https://hcm.ihg.com/hcm/). For search engine optimization, Web page information should
reference local area attractions and events, area businesses, nearby airport(s) and/or relevant
regional information. Appropriate and authorized HTML formatting should be utilized for
additional optimization. Authorized HTML formatting is restricted to bold text, italicized text,
paragraph breaks and line breaks.
C. Links and references to external and/or independent Web sites are not permitted on Hotel
Detail pages.
5
Licensor = InterContinental Hotels Group PLC,(IHG) it subsidiaries and affiliates.
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D. Licensor reserves the right to make corrections and/or modifications to any Hotel Detail
pages to bring pages into compliance with these standards, to assist in search engine
optimization, to remove the pages from any of Licensor’s Web sites, or to take other similar
action.
E. Under no circumstances may content provided or created by Licensor be copied and/or used
by hotel or by any other Web site, with exception of materials provided for that purpose posted
periodically on the media page(s) of the Licensor’s Web site located at
http://www.ihgplc.com/index.asp unless otherwise approved by Licensor.
F. Hotels must not provide text, graphic or other asset content to any third-party Internet site
unless the same content is provided to Licensor for distribution on brand Web sites. This
includes, but is not limited to, hotel descriptive, virtual tours, still photographic images, video
streams, flash animation, or any other form of media.
G. Uniform Resource Locators (URLs) for Hotel Detail pages are provided by InterContinental
Hotels Group (IHG) in the format of www.brand.com/bsa where ’bsa’ represents the hotel’s 14character name listed in the BSA name field of IHG consumer Web sites or on HOLIDEX® Plus:
InterContinental Hotels & Resorts
Crowne Plaza, Crowne Plaza Hotels &
Resorts, Crowne Plaza Resorts
Holiday Inn Hotel & Resorts, Holiday Inn,
Holiday Inn Hotel & Suites, Holiday Inn
Family Suites Resort, Holiday Inn Resorts,
Holiday Inn Select
Holiday Inn Express, Holiday Inn Express
Hotel & Suites, Express by Holiday Inn
Staybridge Suites
Candlewood Suites
Hotel Indigo
http//www.intercontinental.com/bsa
http://crowneplaza.com/bsa
http://holidayinn.com/bsa
http://hiexpress.com/bsa
http://www.staybridge.com/bsa
http://www.candlewoodsuites.com/bsa
http://www.hotelindigo.com/bsa
Internet Distribution
Definitions:

Certification Criteria - the criteria established by Licensor that a Third Party Intermediary
(“TPI”, further defined below) must satisfy to be included in IHG’s Internet Distribution
Program (the “Program”).

Certified TPI - a TPI that has elected to comply with Licensor’s Certification Criteria and has
entered into an agreement with Licensor that applies to the entire IHG System.

GDS - Global Distribution System.

Internet Retail Rates - hotel room rates set by a hotel for sale directly to a consumer.

Internet Wholesale Rates - hotel room rates set by a hotel for sale to a wholesaler that
must include the room rate in a package and/or display it in an opaque manner so that the
room rate cannot be determined by the consumer.

Keywords - words or terms which may include trademarks or trade names that are entered
by consumers in an Internet search engine or other web site to search for a specific web site
or information and which may result in the listing or display of advertisements or other
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solicitations designed to drive consumers to certain web sites that may not be owned or
controlled by the owner of the trademark or trade name contained in the Keyword.

Licensor - Licensor or its affiliates.

Packaged/Opaque Distribution - Internet distribution (i.e., sale) of hotel rooms by which
the hotel provides a TPI a net room rate which the TPI may mark up and sell at a higher
price to the guest as part of a package offering combined hotel and other travel services
(such as flights and/or rental cars). The TPI keeps the difference between the net rate
established by the hotel and the buy rate the guest pays. Since this net rate is an element of
a package offering, the hotel rate component is opaque in nature and cannot be determined
by the consumer.

Parity - equality; same amount.

Program - IHG’s Internet Distribution Program (i.e., the process by which Licensor contracts
with TPIs to distribute and sell System hotel rooms via TPIs’ web sites and/or TPIs’ affiliates’
web sites, including Room Only Distribution and Packaged/Opaque Distribution).

Room Only Distribution - Internet distribution (i.e., sale) of hotel rooms by which the price
of the room and any restrictions (such as rate rules, including, but not limited to, advance
booking, non-cancellation, Internet-only requirements, etc.) are set by the hotel and
displayed and sold to the guest at the same price via a TPI. The TPI acts as an agent of the
Licensor and the hotel and earns a set commission in the form of a percentage of the room
rate or a flat fee (in the case where the guest pays the charges upon checkout). If the TPI
collects the payment from the customer up front, the TPI remits the retail room price and
appropriate taxes less the commission amount (either expressed as a percentage of the rate
or a flat fee) to the hotel.

System - IHG’s global hotel system as defined in the License Agreement and/or those
management agreements where Licensor is the manager.

TPI - Third Party Intermediary - an Internet reservations service or distributor not affiliated
with Licensor that directly or through affiliates offers hotel rooms for sale on the Internet.

TPI Inventory Management Process - practices, procedures, and tools implemented by
Licensor to maintain inventory and pricing parity between offline TPI inventory management
systems (usually accessed via a password-protected Internet site or “extranet”) and the
inventory management system contained within HOLIDEX® Plus.

Unrestricted Published Rate - the rate set by a hotel that is publicly available for booking
by a consumer without any restrictions other than standard reservations restrictions.
This Standard is adopted in exercise of Licensor’s rights granted under the License Agreement,
including (but not limited to) the provisions which limit a Licensee’s right to use Licensor’s trade
names, trademarks and other System elements. To protect the System, such uses are limited.
Permitted uses are those that are explicitly permitted in the License Agreement, that are in
accordance with its terms, and that are in strict compliance with Licensor’s requirements as to
directory and reservation service listings and participation in only those reservations services
that Licensor deems to be in the best interests of the System.
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The following paragraph describes IHG’s determination that there is significant risk of certain
practices having a long-term adverse effect on the marketing position and reputation of the
System as a whole. Such practices include:

Arrangements between individual System hotels and TPIs that discriminate against other
TPIs or provide offers or features that are not available to all qualified TPIs.

Arrangements between individual System hotels and TPIs that are not available to
consumers through IHG-branded web sites.

Efforts by individual System hotels to use Internet web sites to channel Internet inquiries to a
single property when the consumer is seeking information concerning a broad range of
System hotels in a geographic area.

Predatory advertising practices, including misuse of keywords (e.g., intentional diversion of
customers seeking IHG brands and the IHG-branded web sites).

Failures by individual System hotels to comply with terms of agreements entered into with
TPIs which then reflect adversely on all System hotels and impair the ability of the System to
secure advantageous Internet distribution.
This Standard reflects Licensor’s business judgment as to the overall long-term best interests of
the System and each hotel brand within IHG, based on Licensor’s review and evaluation of
developments in connection with reservations services that engage in Internet distribution of
hotel rooms. It is subject to subsequent modification in accordance with Licensor’s contract
rights and business judgment, in accordance with the terms of the License Agreement and/or
management agreement, as applicable. As of this date, based on the above referenced review
and evaluation, Licensor has determined that there is significant risk to the System that certain
practices, when engaged in by individual System hotels, have a long-term adverse effect on the
marketing position and reputation of the System as a whole.
Non-Discrimination.
The next two paragraphs discuss how TPIs will be treated. TPIs that choose to abide by the
terms of the Certification Criteria will be accepted as Certified TPIs, and hotels will be able to
distribute rooms through them. TPIs that do not choose to abide by the terms of the Certification
Criteria will not be accepted as Certified TPIs, and hotels will be prohibited from distributing
rooms through such TPIs.

System hotel rooms will not be permitted to be distributed to any non-Certified TPI.

Certified TPIs will be able to use trade names and trademarks in accordance with the
Program but are subject to the terms and conditions of their agreements with IHG.

Hotels with existing TPI contracts must terminate such contracts as soon as possible.
Licensor will establish Certification Criteria and a process for TPIs to become Certified TPIs as
part of the Program. Such Certified TPIs shall be authorized to use Licensor’s trade names and
trademarks only in accordance with agreements entered into between Licensor and Certified
TPIs.
Individual hotels are not authorized to permit use of Licensor trade names or trademarks by nor
make rooms inventory available to any TPI that is not a Certified TPI. This means that System
hotel rooms will not be able to be distributed to any non-Certified TPI. Hotels with existing
contracts with TPIs must terminate such contracts or take action not to renew as soon as the
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terms of those contracts permit such termination or non-renewal (e.g., by giving appropriate
notice to terminate).
The following paragraph mandates that all TPIs using a similar business model must be treated
on a Parity basis. In addition:

Hotels that agree to participate in the Program will comply with all of the provisions
within IHG’s corporate agreements with the Certified TPIs.

Internet Wholesale and Internet Retail Rates are determined by the participating hotel.
They are not established by the Program. These rates and inventory levels are freely
determined by the hotel directly.
Hotels that agree to participate in the Program must provide the same Internet Wholesale and
Internet Retail Rates to all Certified TPIs using the same business model and must comply with
the provisions of Licensor’s agreements with each of those TPIs. An example of a failure to
comply is failure to provide rate Parity to all TPIs using the same business model. Internet
Wholesale and Internet Retail Rates are freely determined by each individual hotel in the
exercise of its independent business judgment; they are not established by the Program or
Licensor.
Each hotel shall participate in the Program unless it gives written notice to IHG that it will not
participate in the Program (e.g., “opt out”). The next paragraph says that if a hotel chooses to
distribute rooms through the Internet, it must work with all Certified TPIs. The hotel must also
abide by all the terms and conditions that IHG has negotiated with each Certified TPI. Such
terms may vary from TPI to TPI. IHG will ensure that participating hotels will be made aware of
the specific terms of each contract.

If a hotel chooses to opt out of the Program, it cannot work with any TPI on an individual
basis, regardless of certification. This includes advertising or any other direct or indirect
promotional activity.

If a hotel chooses to work with TPIs, then it can only work with IHG-Certified TPIs and must
give each Certified TPI the same rates and terms as appropriate for the given TPI’s
business model (e.g., treating all Packaged/Opaque TPIs the same) while abiding by all the
terms and conditions that IHG has negotiated with each Certified TPI.

A hotel participating in the Program shall work with all IHG-Certified TPIs in one business
model (e.g., Packaged/Opaque), with all IHG-Certified TPIs in another business model (e.g.,
Room Only Distribution), or with all IHG-Certified TPIs in all business models.
A hotel is not required to participate in the Program and may choose to “opt out” of the Program
by written notice to Licensor but may not thereafter provide room inventory either directly or
indirectly to any TPI while not participating in the Program. However, if a hotel chooses to
participate in Internet distribution through any TPI in a given business model, then it must
participate with, and only with, all Certified TPIs in that same business model pursuant to the
Program and must comply with the terms and conditions between Licensor and the Certified
TPIs.
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The next paragraph discusses pre-existing contracts with TPIs. If a hotel is already participating
with an uncertified TPI under a pre-existing contract, the hotel may apply for a limited waiver of
the Standard subject to IHG’s review and approval at IHG’s sole discretion.
If there are unique circumstances that warrant short-term participation with a TPI not otherwise
already certified as part of the Program (such as the existence of a pre-existing valid contract
between a hotel and a TPI), an individual hotel may apply to Licensor in writing for a limited
waiver of this Standard. Such a waiver may only be granted by the Regional Managing
Director/Regional President or their authorized designee. Where a hotel is party to a pre-existing
valid contractual obligation that may affect compliance with this Standard, the hotel shall, to the
extent not prohibited by any applicable confidentiality provisions that are in existence as of the
date the System is notified of this Standard, submit the agreement and all relevant, related
documents to Licensor for review with respect to any issues presented by these circumstances.
Consideration of any such waiver request shall be subject to the sole business judgment of
Licensor, but such waiver request shall in no event include a request to waive obligations in this
Standard designed to prevent treating TPIs that are in the same business model differently from
one another.
IHG has developed processes to ensure that a single image inventory is maintained between
offline TPI Inventory Management Systems and HOLIDEX® Plus. The following paragraph says
that IHG will make these tools available for the hotel’s mandatory use.
With respect to Certified TPIs with a non-automated Internet site (i.e., one that is not linked or
electronically connected) with HOLIDEX® Plus, the hotel must use the TPI Inventory
Management Process provided by Licensor to monitor and communicate rates and room
inventory and allow Licensor to monitor the terms of the Program.
Avoiding Consumer Confusion and Impairment of IHG Web Site Value.
The following three paragraphs protect IHG’s branded web sites for them to remain most
effective to the System. Specifically, individual hotels are prohibited from bidding on or
purchasing keywords containing Licensor’s trade names or trademarks.

A hotel cannot buy any keywords containing IHG trademarks (e.g., Holiday Inn) or trade
names (e.g., InterContinental Hotels Group).

If a hotel does choose to buy keywords, it may only buy brand-neutral keywords such as
“Atlanta Hotels” or “Brussels Hotel Reservations.” Even then it cannot reference any
trademarks with the exception of the hotel’s official name as listed on IHG Consumer
Websites or on HOLIDEX® Plus.

Any content provided by the hotel to a Certified TPI must also be provided to IHG for its
branded web sites.
It is important to the System to ensure that web sites controlled by Licensor be in a position to
provide the best available features and provide the maximum benefits for the entire System, to
protect the reputation of the System as the definitive source of information about System hotels,
and to maintain the competitiveness of System web sites. An individual hotel may not, therefore,
bid on or purchase keywords containing Licensor’s trade names or trademarks other than
185
keywords that are identical to the property’s official, Licensor-recognized hotel name as shown
on IHG Consumer Websites or on HOLIDEX® Plus.
If a hotel chooses to purchase keywords not containing Licensor trade names or trademarks,
e.g. “Atlanta Hotels” or “Brussels Hotel Reservations,” the creative (marketing message) may not
contain any reference to Licensor’s trade names or trademarks other than the property’s official,
Licensor-recognized hotel name as shown on IHG Consumer Websites or on HOLIDEX® Plus.
Hotels must not provide text, graphic, or other asset content to any TPI unless the same content
is provided to Licensor for distribution on the brand web sites. This includes (but is not limited to)
hotel descriptive information, virtual tours, still photographic images, video streams, flash
animation, or any other form of media.
Enforcement
IHG will take a pro-active role to ensure that hotels comply with this Standard. This includes
active monitoring and periodic checks. A series of progressive disciplinary measures has also
been included. These enforcement measures are consistent with other enforcement measures
used to enforce other brand standards such as the Electronic Commission Service standard for
the Travel Agent Commission Program (TACP).
Licensor will make periodic checks of hotels’ web sites and TPI web sites to determine if a hotel
is in compliance with this Standard and/or in compliance with the Licensor’s prevailing Internet
rate guarantee standard. If a violation of either standard is found by Licensor:

hotel’s License Agreement if the violation is not cured prior to the end of the process
described in this paragraph. The hotel will then have ten (10) days to correct the violation.

At the end of that 10-day period, Licensor will notify the hotel of any existing violations, and
the hotel will be moved to the bottom of the applicable brand web site display unless it has
demonstrated its compliance to Licensor’s satisfaction (i.e., that all violations of this
Standard have been fully corrected and appropriate steps have been taken to prevent future
violations).

If, after thirty (30) more days, the hotel has still failed to demonstrate such compliance,
Licensor will notify the hotel of any existing violations, and the hotel will be removed from the
brand web site.

If, after another thirty (30) days, the hotel has still failed to demonstrate such compliance,
Licensor’s Central Reservation Office (CRO) channel.

If, after another thirty (30) days, the hotel has still failed to demonstrate such compliance,
Licensor will notify the hotel of any existing violations, and the hotel will be removed from the
GDS channel.

Flagrant or repeated violations of this standard reflect conduct from which Licensor can
conclude that there is no reasonable possibility for trust and confidence that similar
violations will not reoccur; that accordingly such defaults cannot be fully cured; and that, as
a result, immediate termination is warranted. Therefore, notwithstanding the foregoing
enforcement provisions, if the hotel has flagrantly or repetitively violated this Standard or
failed to commence a cure of a violation, Licensor may in its sole business judgment send a
186

No implied waiver: Any waiver by Licensor of any penalty described in these enforcement

All notices referenced herein may be given by hand delivery, by electronic mail or post, or
references herein to “days” refer to calendar days, including weekends and holidays without
exception.

The foregoing process is subject to and, if necessary, will be adjusted to comply with
specific applicable law and/or management contracts. Licensor shall have all other remedies
available to it under applicable law.
187
XV. INCREMENTAL HOLIDAY INN EXPRESS® HOTEL &
SUITES STANDARDS
For Holiday Inn Express Hotel & Suites properties, there are a number of additional standards
created to enhance the “suite” stay experience. Guests may choose from typical hotel room
accommodations (similar to Holiday Inn Express guest rooms) or suites that serve extended stay
guests. Each suite must include a separate living room, kitchen area, bedroom, and a full
bathroom. The following information details the specific requirements that are unique to Hotel &
Suites properties.
General Design Requirements
Holiday Inn Express Hotel & Suites brand properties combine standard guest rooms with a
significant block of suites with kitchenettes in a single property. The suites may consist of
traditional two- or three-room units or extended-length single-room (bay) units.
To qualify as a Holiday Inn Express Hotel & Suites brand property, an exterior conversion/
upgrade may need to be completed as specified by IHG and must conform to IHG requirements.
In addition, for existing hotels to qualify as a Holiday Inn Express Hotel & Suites brand property,
all public areas must be upgraded/converted as specified by IHG. Public areas include entrance,
lobby, corridors, etc. IHG must approve all projects prior to commencement of work.
Guest Rooms
Each hotel must combine standard guest rooms with a significant block of oversized rooms or
two- or three-room suites with kitchenettes in a single property. The number of rooms and suites
that are needed to qualify a property for this product are as follows:
# Rooms After Conversion
≤100
101 to 150
≥151
Minimum # of Suites
15
20
15% of Total Room Count
Additional KidSuites® are optional. See KidSuites® Optional Guest Services & Facilities.
Kitchenette for Guest Suites
Commercial grade cabinets and countertops are required in the kitchen appliance area of each
suite. A base cabinet and countertop that allows adequate space for the required equipment,
including the coffee maker, and the undercounter refrigerator, must be provided. An overhead
wall-mounted cabinet the full width of the kitchen counter must be provided for the storage of
required suite accessories. If a sink is provided, it must be stainless steel.

Microwave oven must be a UL-approved microwave featuring no less than 500 watts and
must have a minimum cavity dimension of 0.6 cubic feet. Microwave programming
instructions must be affixed to the microwave oven in guest sight. Microwave oven must be
189
mounted under the overhead kitchen cabinet. An electrical outlet must be located behind the
microwave oven to allow for concealment of the power cord.

Refrigerator must be a UL-approved refrigerator with freezer section in all guest suite
kitchen areas. The refrigerator must be approximately a minimum of 18-1/2" W x 20" D x 321/2" H (47 cm x 50.8 cm x 82.6 cm) and fit under the counter, or the refrigerator must be a
full-size refrigerator. The refrigerator must be equipped with a freezer compartment and
automatic defrost with adequate clearance from the wall for ventilation.

The kitchen area must comply with all local health department ordinances and codes. If a
local ordinance or code conflicts with the requirements in this manual, the hotel must keep a
copy of the ordinance/code on file for inspection by IHG.
Kitchen Accessories/Supplies:
At minimum, the following must be available for guests of all suite rooms:

Disposable cutlery, bowls, and plates (service for four)

Disposable coffee cups/mugs (service for four)

Large plastic glasses and plastic juice glasses (service for four)

One (1) microwave-safe dish for heating food items

One (1) pot holder

One (1) can/bottle opener

Napkins or paper towels

Dishwashing Liquid (when a sink is provided)
Where applicable, hotels must follow health department guidelines on the presentation the
above items.
It is preferred that the items be provided in the kitchen appliance area of the suite. In the event
the hotel cannot or elects not to provide some or all of the specified items within the suite, the
hotel must inform the guest of the availability of these items via professionally produced signage
in the suite kitchen area and via the Guest Services Directory.
Kitchen Appliances

Microwave: A UL-approved microwave oven featuring no less than 500 watts with a
minimum cavity dimension of 0.6 cubic feet is required in the kitchen area. Microwave
programming instructions must be affixed to the microwave in guest sight.

Refrigerator: A UL-approved refrigerator with freezer section is required in all guest suite
kitchen areas. The refrigerator should approximately be 18-1/2" W; 20" D; 32-1/2" H and fit
under the counter. The refrigerator must be equipped with a freezer compartment and
automatic defrost with adequate clearance from the wall for ventilation.
Guest Room Standards
Closet - Clothes Hangers: See Hotel Guest Rooms: Other Guest Room Supplies: ClosetClothes Hangers
190
Window Treatments
For suite room types within a Hotel & Suites property, window treatment styling must be fixed
side panels flanking the window with separate sheers and separate blackout drapery, including a
tailored valance across the full width of window. Valance is to be 15" (38.1 cm) or in proportion
to ceiling height. Side panels are to be full height; sheers and blackouts are to be full height as
well except when located directly above PTAC units.
Sundries
Each Holiday Inn Express Hotel & Suites brand property must provide sundries via a gift shop,
convenience store, or vending machines. These items must be available for a minimum of
twelve (12) hours a day. Items offered for sale should include:

Convenience food and beverage items

Health and beauty aids

Microwaveable food items

Packaged snacks

Post cards and postage stamps
Note: Vending machines must not be located in or visible from the Lobby. An alcove location or
other screening is required.
191
XVI. OPTIONAL SERVICES & FACILITIES
Based on local market opportunities and upon approval from IHG, a number of additional options
have been created to enhance the guest stay experience. The following information details the
standards if one or more of the optional guest services or facilities are offered.
Optional: Guest Laundry & Supplies
When washer and dryer equipment is provided for guest use, laundry detergent must also be
available; a nominal fee is allowed.
Optional: KidSuites®
When KidSuites are provided, all components of the KidSuites guest room must comply with
standard Holiday Inn Express guest room requirements, with incremental or modified standards
for KidSuites guest rooms listed below.
Adult Area

All KidSuites rooms must be non-smoking rooms.

Adult area of KidSuites rooms must utilize one (1) queen size bed.

Activity table and 2 activity chairs for in-room dining, cards or games may replace desk. The
activity table may be the drop-leaf type in rooms with space limitations.

Microwave, coffee maker and mini-refrigerator (self-defrost strongly recommended) placed
in a built-in recessed niche or in free standing cabinetry or armoire housing that matches
case goods finish. Can be enclosed or open.

The room may contain either two (2) nightstands, each with lamp OR one (1) nightstand and
one (1) desk or activity table, each with lamp.

All in-use electrical outlets accessible by children must be equipped with restraining means.
Outlets not in use must have childproof covers.

All furnishings, fixtures and equipment in the adult section of the KidSuites room must
comply with Holiday Inn Express brand standards.
Children’s Area
All components of the KidSuites unit must comply with brand specifications and all safety
requirements. Pre-designed modular KidSuites units may be ordered through IHG’s approved
KidSuites unit supplier.
Design and Construction

In a Suite guest room, a KidSuites unit may be in the form of an actual separate child’s
bedroom with floor-to-ceiling walls and a door. This requires submittal of complete plans to
IHG Design & Plan Review for design and construction approval.

In a standard guest room, a KidSuites unit will be in the form of a partitioned area within the
guest room, separate from the adult sleeping area.
193

The KidSuites unit must be properly ventilated and at a comfortable temperature. KidSuites
that are in actual “suite” rooms (with floor to ceiling walls and a standard door separating the
children’s area), as opposed to partition walls that do not extend floor to ceiling, must be
properly ventilated via a separate thru-wall unit in the kids’ room, or via ductwork that
distributes cool/warm air as needed throughout all parts of the unit, and must contain a hardwired, single station smoke detector.

Partitioned KidSuites units must not be completely enclosed.

For partitioned KidSuites units, minimum requirement is 7 ft x 7 ft sectioned area with 6’ high
¾ inch plywood material partition walls reinforced at corners and mechanically anchored to
the floor and permanent guest room walls. Both sides of the KidSuites unit walls must be
finished in smooth, non-toxic semi-gloss (or better) paint or laminate. KidSuites unit walls
should have chair rail moulding to protect surface. Trim to be of wood with all edges
rounded, prepared and finished. Corners where unit walls meet must be fastened with both
screws and glue.

Themed KidSuites® walls are strongly encouraged. If theming is used, this must be on the
interior of the KidSuites unit only, for new KidSuites units, and can be in the form of
approved paint, graphics or artwork. Graphics and/or artwork must be child-safe and
securely fastened to wall. Wall graphics must be flame retardant.

Flooring within new KidSuites units must either be guestroom carpet or approved themed
carpet that meets minimum brand standards. The coefficient of friction of the flooring used
must be .6 or greater and should be fitted so no trip hazards are created by uneven
sections. Color(s) should coordinate with overall theme. If flooring other than guestroom
carpet is used within the KidSuites unit, floor molding must be used to cover the intersection
of the KidSuites unit flooring and the guestroom flooring to avoid trip hazards. .

The KidSuites unit must contain one full size set of commercial grade bunk beds or side by
side commercial grade twin beds (depending on size of KidSuites unit and market demand).
Mattresses to measure 39”x75” minimum with maximum thickness of 9” and should be
designed to fit on platform without box springs. Mattresses must be flame retardant in
accordance with 16 CFR (Code of Federal Regulations) 1632 & 1633. Bunk beds must
feature safety rails and must be mechanically anchored to permanent host wall at both
upper and lower bed rails. A commercial grade bunk bed ladder is required which must be
permanently attached to both upper and lower bed rails. The bunk bed ladder must be
located at the opposite side of the unit relative to the entertainment cabinet and the area
around the ladder must be free of objects on the floor of the unit. Finish on bunk beds and
ladder must be smooth, non-toxic semi-gloss paint or better. Support for upper bunk can be
slats but slats must be mechanically anchored in place so that they can not be moved. All
bunk bed posts must be secured together so that they can not accidentally be separated.

For all new KidSuites, one custom cabinet furniture piece is required, designed to fit within
the KidSuites® module. All cabinet sides and top to be plywood substrate finished in high
pressure laminate. All edges to be sealed against moisture. Cabinet must contain open
compartments underneath (for storage of video game console and controllers, VCR, etc).
Baskets which fit within the compartments of the cabinet are recommended and can be
plastic, finished wood or straw.
Bedding

Bed coverlets must be 100% flame retardant polyester (or better). Fabric must be lock
stitched or surged to prevent unraveling and edges must be hemmed. Decorative or themed
bedding is strongly encouraged.

Twin sheet sets are required and must include one fitted sheet, one flat sheet and one pillow
case per bed. May be cotton or a poly-cotton blend, 180 thread count minimum is required.
One standard sleep pillow per twin bed is required. Decorative throw or theme pillows are
strongly encouraged.
194

One (1) blanket made of 100% cotton or better is required per bed.
Accessories
Television: See Technology: Televisions for specifications
An electronic entertainment system (e.g. Nintendo, PlayStation, Sega) must be available within
the KidSuites unit (preferred) or at minimum available for check-out from the front desk, if the TV
is not connected to an in-room game system such as OnCommand. If the TV is connected to an
in-room game system, then that game system should be used.

Children’s game cartridges and tapes/videos must be available (fee optional).

Play table with two (2) child-sized chairs or kids’ desk with one (1) child-sized chair, or a
bench in lieu of chair(s), is recommended where space permits, but not required.

One (1) piece of children’s artwork minimum size 20”x24” is required inside the KidSuites
unit. This can be related to room theme (or provided by brand marketing as part of a
promotion). Artwork must be approved by IHG Design & Plan Review. Artwork containing
trademarked characters can not be used. Frame may be metallic, wood or plastic with
mitered and rolled edges, with safety acrylic “glass” – regular glass is not permitted. The
artwork/poster can be interchangeable, but the frame must be securely attached to the wall.

One (1) large or two (2) small bean bag chairs with non-toxic, flame retardant covering and
filling. The filling must meet CAL117A for flame retardant. Safety zippers which prevent a
child from opening the bean bag and climbing inside are required. Bean bag chairs must
comply with ASTM F1912 - 98(2009) Standard Specification for Safety of Bean Bag Chairs.
Other seating options for children may be acceptable upon IHG review and approval.

Each bunk bed must have an independently switched reading light on wall by bed, utilizing
compact fluorescent bulb. Incandescent or halogen bulbs not permitted.
Note: Any accessories or games must be age-appropriate and labeled in compliance with
Consumer Product Safety Commission (CPSC) guidelines.
Safety

Ceiling fans are not permitted in any KidSuites units with bunk beds.

In KidSuites units where sprinkler head is near top bunk bed area, the sprinkler head must
be covered by a protective basket and a warning label must be placed nearby indicating that
the sprinkler head should not be touched.

All in-use electrical outlets accessible by children must be equipped with restraining means.
Outlets not in use must have childproof covers.

The KidSuites unit must contain the following safety signage:
1. Bunk Beds must be clearly labeled with signage on top bunk interior footboard rail. Sign
must be visible and include the following:
ATTENTION:

Children under 6 years of age may not occupy top bunk.

Maximum weight limit for the top bunk. (This must also be placed on the side of
the ladder.)

Prohibit horseplay on or under bed(s).
o
Prohibit more than one person on top bunk.
o
Use ladder for entering and leaving top bunk.
195
Do not attach or hang items from any parts of the bunk bed.
o
2. Sign must be placed on one of the interior KidSuites unit partition walls. Sign must be
visible and include the following:
ATTENTION:


Prohibit horseplay on or near wall.
Prohibit climbing on wall.
3. Certificate of Testing - The Code of Federal Regulations (CFR) requires that a
Certificate of Testing be obtained and placed on one bunk-bed, interior headboard. For
new KidSuites units only, existing units upon PIP.
Note: The pre-designed KidSuites units ordered through IHG will automatically come
with the Certificate of Testing and Signage described above. For custom units built by a
hotel’s contractor, hotel is responsible for ensuring the Certificate of Testing is obtained
and Signs with the above information are included. Photos of signs in place must be
submitted to IHG Design & Plan Review for approval.
Bathroom
All components of bathroom must comply with standard guest bathroom requirements.

Additionally, a UL approved night light must be permanently installed in the bathroom area.
Must be non heat transmitting, commercial quality. Incandescent bulbs not permitted.

Themed children’s bath accessories and/or child’s toiletry kit with children’s tear-free
shampoo, soap, toothbrush/toothpaste and child-safe bath toy are recommended, but not
required.
Optional: Meetings Facilities
Design & Construction Standards
Meeting space for the convenience of the hotel guest is optional at Holiday Inn Express® hotels.
However, where provided, it must be designed to provide a professional business environment
and meet the standards listed below.
Permitted Meeting Space Square Footage
New hotels entering the system on or after November 21, 2008, are limited to fifteen (15) square
feet of combined meeting room space per guest room (i.e., a 100 room property can have no
more than 1500 sq. ft. of combined meeting space).
Ceiling

2' x 2' (0.61 m x 0.61 m) lay-in acoustical tile with tegular edges is required.

Splines must coordinate with the color of the acoustical tile.
Floors

When used in the public areas, carpet must be cut-pile 100% solution-dyed nylon, wool, or
other approved material as well as a minimum 36 oz. per square yard.
196

A commercial grade carpet pad is required.

Direct glue down of carpet without pad is not permitted.

Hard surface tile or stone must have a non-slip finish with a minimum static coefficient of
friction of 0.6 ASTM 1028.

A wood, stone, or tile wall base coordinated with other finishes is required.
Walls

Painted wall vinyl is not an approved finish for any area of the hotel.

Masonry concrete block wall construction must be concealed in all areas of the hotel. Where
concrete block occurs on interior surfaces, stucco or a build-out using gypsum board and
wall vinyl is required.

A minimum 20-oz. type II wall vinyl is required; architectural features such as custom
millwork are highly encouraged for visual interest.
Moveable Walls

When provided, a minimum STC of 50 is required with above ceiling insulation; the finish
must coordinate with room décor; and a concealed stacking alcove is required.

Accordion-style folding walls are prohibited.
Lighting

An appropriate combination of recessed fluorescent and incandescent lighting with individual
dimmer controls in each room and room subdivision is required.
Window Treatments

Decorative window treatments must be provided and appropriate to the design concept.
Vertical blinds or horizontal miniblinds are not permitted. Blackout drapes are required at
each window.
Tables

Banquet tables must include a minimum of 1'-6" (0.46 m) width by 6' (1.8 m) for classroom
set-ups.

For buffets and conference room set-ups, 30" (.76 m) width by 6' (1.83 m) or 8' (2.44 m).
Chairs

Chairs must be in one style, be fabric-upholstered, have a minimum 2" (5.08 cm) cushion
seat and back and metallic frames as well as be stackable.

Vinyl upholstery is not permitted.
Storage

Minimum size equal to ten (10) percent of the total meeting area.
Communication

Permanent PA system in meeting rooms with seating capacity over one hundred (100) is
required.
Telephones
197

See Technology: Telecommunications: Public Area Telephones: Meeting Room/s & Hotel
Web Site Standards.
Audio-Visual

A cable television connection is required in one meeting room with reception comparable to
that of a guest room (where appropriate).
HVAC/Electrical

Individual thermostatic controls are required in each room and room subdivision; must
provide electrical outlets at voltage to meet function requirements.
Optional: Transportation Services
Where transportation services are provided, the following standards apply.
All hotel vans must provide seatbelts for each passenger and the driver seat. Transportation
must be provided within twenty (20) minutes of the request unless the guest was notified
otherwise in the call. Guests must be notified of the approximate wait time for transportation
when they call. All transportation staff must have knowledge of the hotel’s airport shuttle (or
other appropriate transportation) schedule.
The transportation driver must do the following:

Confirm van destination to guests as they board

Welcome the incoming guest and acknowledge the departing guest

Assist with luggage

Make bell service available upon request and direct the guest to the front desk
“Airport” and “Airport Area” Hotels
All hotels designated on IHG Consumer Websites or in any promotional material as “Airport” or
“Airport Area” locations must provide free and prompt courtesy transportation to and from the
airport. Guests must not be required to wait more than fifteen (15) minutes for transportation to
and from a hotel designated as “Airport” unless the guest was notified otherwise at the time of
the call. The guest must be notified of the approximate wait time for transportation when they
call.
Vehicle Safety
All hotel vans must provide seatbelts for each passenger and driver seat in accordance with all
local laws.
198
XVII. BRAND IDENTITY STANDARDS
Compliance with the Holiday Inn Express® brand identity standards is essential to protect the
overall integrity of the brand and ensure a proper, consistent, and uniform use of the service
mark throughout the system. Consult the Holiday Inn Express Brand Identity Guide found online
at https://www.ihgmerlin.com for detailed information and illustrations of approved logo formats
and applications.
Brand Logo
The following are approved configurations for using script, icon, and registration symbol ( ® ) for
the Holiday Inn Express® brand.

The Holiday Inn Express® logo and registered mark ( ® ) must be used on all printed
materials and expendable items regularly seen by the public, (i.e., note cards, and pens)
unless otherwise noted within this manual or in the Holiday Inn Express Brand Identity
Guide.

The “Holiday Inn” script and “Express” lettering must never be used without the shooting star
icon and registration mark.

For protection of the trademark, the appropriate trademark registration symbol for each
country must be used. For example, in the U.S., whenever the Holiday Inn Express® logo is
used, the registered mark ( ® ) must follow immediately as shown on in the Holiday Inn
Express Brand Identity Guide . However, some countries have other requirements. Use the
symbol appropriately in the country where the hotel is located. If you have any questions,
contact the IHG Legal Department for guidance.
Individual Property Name and/or Logo Displays
Each hotel must be primarily identified as a Holiday Inn Express hotel in all advertising, printed
materials, etc.; however, an individual hotel name (as listed on IHG Consumer Websites) and/or
individual hotel logo may also be used to identify the hotel. Whenever such additional
identification is used, it must conform to the following standards:

The Holiday Inn Express logo must be displayed and must precede and dominate the
individual hotel name.

To ensure the Holiday Inn Express logo is prominently displayed, a “buffer zone” of clear
space is required. The buffer zone or minimum distance another element (i.e., individual
hotel name) can be from the service mark is equal to the height of the “E” in “Express,”
regardless of the size of the service mark being used.

The individual hotel name, if used, must be displayed directly under the Holiday Inn Express
logo. The size of the letters of the individual hotel name must not exceed the height of the
letter “E” in “Express.” The individual hotel name must not be shown in the “Holiday Inn”
style of lettering.
Use of Service Mark in Text
Specifications for printed materials may be found in the Holiday Inn Express Brand Identity
Guide. However, the following is a summary of requirements for use of the Service Mark in text.
199


The Holiday Inn Express® service mark must be used as an adjective in conjunction with the
word hotel.
o
Incorrect: Meet me at the Holiday Inn Express.
o
Correct: Meet me at the Holiday Inn Express hotel.
An exception is in the name of a hotel property:
o


Correct: Holiday Inn Express - South
The Holiday Inn Express service mark must not be used in the possessive or in the plural
form.
o
Incorrect: There are two Holiday Inn Expresses in Nashville.
o
Correct: There are two Holiday Inn Express hotels in Nashville.
o
Incorrect: This Holiday Inn Express’ Breakfast Bar is nice.
o
Correct: This Holiday Inn Express hotel’s Breakfast Bar is nice.
Always use all capitals or initial capitals for the Holiday Inn Express service mark: Holiday
Inn Express®, Holiday Inn Express®. Whenever practical, use the registration symbol ( ® ) to
the right of the Holiday Inn Express service mark above the line on which the mark appears.
The ( ® ) must always be used with the first or most readily noticeable appearance of the
mark in all printed material. The symbol must always be large enough so that it can be easily
read.
Print Reproduction of Logo
The Holiday Inn Express logo must always stand alone and must never be enclosed in a shape
or border placed on a patterned background or cut off or abbreviated in any way. Detailed
specifications may be found in the Holiday Inn Express Brand Identity Guide.

One-Color Reproduction: For one-color reproduction, the Holiday Inn Express logo must
be reproduced in bold color. This color must contrast sufficiently with the background so that
the logo is easily distinguishable. Ordinarily, when printing in only one color, there is no
additional charge to print blue material instead of black. For one-color printing, blue is the
preferred color for Holiday Inn Express hotels.

Two-Color Reproduction is not acceptable: The Holiday Inn Express logo must never be
used in two different colors. No exceptions are permitted.

Three-Color Reproduction: For three-color reproduction, the Holiday Inn Express script
with shooting starburst and the registration symbol must be reproduced only on a white or
blue background as illustrated in the Holiday Inn Express Brand Identity Guide.

Stationery and Business Cards: The Holiday Inn Express logo may be reproduced in
either one color or four color for in-hotel usage on stationery and on business cards.
Approved stationery and business cards may be ordered online at Smart MART (go to
https://www.ihgmerlin.com>Applications>Smart Mart) See the Holiday Inn Express Brand
Identity Guide for additional information.
200
New Brand Identity Trademark (“New Logo”):
The New Logo is defined as the trademark featuring the “H” monogram, gradient color
carrier(s), the “Holiday Inn Express” wordmark, and in some cases the “& Suites”
descriptor.
The core monogram, featuring the H monogram
locked up to the wordmark within the gradient square
carrier, is shown at right.
No hotel may use any element of the new Holiday Inn Express® trademarks (including logo)
without express written approval by Licensor.
However, general written approval for use of the trademark and trademark items, with specific
limitations and exclusions (“General Approval”), is granted in the current IHG issued Holiday Inn
Family of Brands New Brand Identity Collateral Guide (“Collateral Guide”), which may be
updated from time to time. As of the effective date of this standard, the current version is
numbered 3.0. General Approval for use of the trademark items is granted only to eligible hotels
as defined in the Collateral Guide.
Special approval for use of the trademark or trademarked items not covered in the Collateral
Guide may only be granted by Licensor. Apply for special approval via [email protected].
Hotels must source, purchase and use items displaying the new Holiday Inn Express® trademark
(including logo) and trademark elements, including but not limited to the brand arc and the logo
gradient, only in accordance with the current Collateral Guide.
Note: For hotels outside the U.S., Canada, and Mexico: Submit logo items requests to
[email protected] for approval in advance of purchase.
Approval To Use The New Logo:
Approval to use the New Logo is defined by the IHG-issued Holiday Inn Family of Brands New
Brand Identity Collateral Guide (“Collateral Guide”). As of the effective date of this standard, the
current version is numbered 3.0. The Collateral Guide is posted on the IHG hotel intranet and
may be updated from time to time.
201
New and Prior Brand Logo Usage
The approved Holiday Inn Express® brand trademarks and trademark elements for use by
Holiday Inn Express brand hotels are shown below:
New Brand Trademarks (New Logos)
Holiday Inn Express® brand hotels
Only for Hotels licensed to use the “& Suites” identifier
New Trademark Identity Elements
Refer to the New Brand Identity Collateral Guide for details.
The four elements above are provided for reference only and may not be used for any
materials created by hotels. Refer to the New Brand Identity Collateral Guide for details.
Prior trademarks and trademark elements include but are not limited to the script trademarks,
the script wordmarks, and/or the shooting star.
Prior Trademarks and/or Prior Trademark Elements must be removed, replaced or eliminated as
noted below:
Existing
Holiday Inn Express
brand hotels that
ARE
identified on the
IHG consumer
website by the New
Logo
Expendable items, including but not
limited to:

Check In/Out Folders/Sleeves
12/31/2010
202
Existing
Holiday Inn
Express
brand hotels that
ARE NOT
identified on the
IHG consumer
website by the New
Logo
If the hotel is not
yet identified on the
IHG website by the
Hotels opening July 1,
2010 or later
At Opening










New Logo as of
12/31/2010, they
must comply by the
earlier of the two
options listed
below:
Comment Cards
F&B Supplies - Disposable or
Consumable:
(e.g.: Drinkware, Flatware,
Dishware, Condiments,
Packaged Items, and Candy)
Key Cards
Key Packets
Laundry Tickets
Matchbooks/boxes
Napkins
Notepads
Pens
Valet Tickets
Seven (7) days
after one (1) New
Logo exterior sign
has been installed
or
Seven (7) days
after the
“Experience”
Hallmark Branded
Back Wall has
been installed
AND


Billboards
Independent websites
203
General Supply Items, including but
not limited to:

Ash Trays

Bank Checks

Guest Service Directories

Ice buckets

Internal and External Forms

Marketing Collateral and Gifts
including items located at State
Welcome Areas and other
locations off property

Mats

Non-Disposable F&B Supplies
including Drinkware, Flatware,
and Dishware

On-screen logos (TV,
computers)

Pool / Fitness Center Terry

Products sold in Gift
Shops/Vending Area

Sponsorship banners/signage

Stationery, including Business
Cards

Telephone Faceplates

Trays

Waste Baskets

Elevator signage

Evacuation signage

Uniforms

Vehicle Graphics

Wayfinding signage

Decals, Etchings or Painted
Trademarks/Trademark
Elements

Podium signage

ALL OTHER on- and off-property
products, advertising or
marketing not listed in the table
above
6/1/2011
If the hotel is not
yet identified on the
IHG website by the
New Logo as of
6/1/2011, they must
comply by the
earlier of the two
options listed
below:
Thirty (30) days
after one (1) New
Logo exterior sign
has been installed
or
Thirty (30) days
after the
“Experience”
Hallmark Branded
Back Wall has
been installed in
the hotel
EXEMPT ITEMS
Items that may continue to carry the
prior trademark/trademark elements:
 Holiday Inn® Bedding Collection
items
 Simply Smart Bedding
Collection items
 Holiday Inn® Bath Collection
items
 Simply Smart Bath Collection
items
 The Kemmons Wilson Holiday
Inn® Story wall plaque
 Prior published advertisements
in magazines and guidebooks
Not Applicable
204




Awards
Framed photos/articles and
bound books
Framed artwork approved by
IHG Design & Plan Review
Plaques given or received as
part of a local sponsorship,
community drive, etc.
Logo-Bearing Items:
As hotels replace existing logo items, it is imperative that hotels do so in accordance with the
New Brand Identity Trademark Usage Standard. Find the compliance requirements in the New
Brand Identity Collateral Guide (“Collateral Guide”), posted at www.ihgmerlin.com>Brand
Central>Brand Standards. Many items are not yet approved to carry the New Logo and generic
(no logo) is preferred. Most items that are approved to carry the New Logo must be in Approved
Designs (designed by the Brand) and purchased from Authorized Suppliers. The Collateral
Guide is the resource for lists of No Logo items, Approved Design items and Authorized
Suppliers.
Note: For hotels outside the U.S., Canada & Mexico: Submit logo items to request approval
approval to [email protected] for approval in advance of purchase.
Outdoor Advertising
Logo and Approval
The New Logo is defined as the trademark featuring the “H” monogram, gradient color
carrier(s), the “Holiday Inn Express” wordmark, and in some cases the “& Suites”
descriptor.
The core monogram, featuring the H monogram
locked up to the wordmark within the gradient square
carrier, is shown at right.
Prior Holiday Inn Express Logo:
The Prior Logo is defined as the trademark featuring the “Holiday Inn” script, the “Express”
wordmark, and in some cases the “Hotel & Suites” descriptor.
Highway Signs (“Billboards”)
The standards in this section pertain to billboards located off the hotel premises. There are three
(3) primary categories of outdoor billboards:

Directional
205

Promotional

Brand
It is highly recommended that all hotels negotiate repaints before signing an outdoor advertising
contract.
Removal of Trademarks and Service Marks
Holiday Inn Express trademarks and service marks must be promptly removed when billboards
or billboard contracts are discontinued or if the hotel ceases to be a member of the Holiday Inn
Express system.
General Text and Graphic Design Requirements
Text
The word “NEW” can only be used for a one-year period and is limited to new construction
hotels.
The term “NEWLY RENOVATED” can only be used for a one-year period and only applies to
hotels that have completed a total renovation of all guest rooms and commercial areas.
The term “NOW OPEN” may be used for a six month period.
The term “COMING SOON” may be used for no more than three months for new construction
hotels and no more than one month for conversion hotels.
Pre-Opening Sign for New Construction Hotels:

A billboard may be used prior to the opening of a new construction hotel. This sign must
conform to IHG specifications.

A temporary removable panel containing information about the opening date or the phrase
“Coming Soon” must be prominently displayed across a portion of the face of the sign prior
to the hotel opening in the Holiday Inn Express system; the panel must not cover any part of
the “Holiday Inn Express logo” including the registration symbol (®) and/or trademark
symbol (™).

The panel may be any shape.

When the hotel opens, the panel must be removed.
Pre-Opening Sign for Conversion Hotels:
A billboard may be used prior to the opening of a hotel converting to a Holiday Inn Express
brand property. This sign must conform to IHG specifications.

The sign may be installed no earlier than one month before the date the hotel is scheduled
to open as a Holiday Inn Express brand property.

A temporary removable panel containing information about the opening date or the phrase
“Coming Soon” must be prominently displayed across a portion of the face of the sign prior
to the hotel opening in the Holiday Inn Express system; the panel must not cover any part of
the “Holiday Inn Express logo” including the registration symbol (®) and/or trademark
symbol (™).

The panel may be any shape.
206

When the hotel opens, the panel must be removed.
Joint Advertising:
Joint advertising is allowed on billboards with other InterContinental Hotels Group (IHG) brand
hotels in situations where billboard space is limited.
A waiver is required to advertise with non-IHG hotel brands and/or with non-lodging facilities
(such as nearby restaurants).
Specific Requirements
See the Holiday Inn Express Brand Identity Guide for currently approved billboard schematics.
For Hotels Approved to Use the New Logo:

Billboards must feature the approved New Logo graphics as specified in the brand-identified
location (currently the New Brand Identity section of the Holiday Inn Express® Brand Identity
Guidelines posted on the Holiday Inn Express intranet site and/or SmartMart). The Brand
Identity Guidelines are posted on the IHG hotel intranet and may be updated from time to
time.

Billboards must be ordered through approved sources/suppliers, as communicated via the
brand-identified means (currently SmartMart and/or the then current Collateral Guide posted
at www.ihgmerlin.com>Brand Central>Brand Standards.
Note: For hotels outside the U.S. Canada and Mexico: Email [email protected] for
assistance.
The logo must always be the primary element on the sign unless otherwise designed by the
brand.
For Hotels Approved to Use the Prior Logo:

The horizontal and stacked logos are allowed on outdoor billboards; however, the logo must
always be the primary element on the sign.

For billboards other than those part of the Brand program or campaign boards using the
brand-designed graphic, prior to contracting, erecting, changing, or displaying an outdoor
highway sign(s), the hotel owner/operator or sign company must submit a preliminary layout
meeting the specifications outlined in the then-current manual (currently Sign Construction
Specifications Guide).
Federal Highway Sign (U.S. and Canada)
The standards in this section pertain to federal highway signs (D.O.T.) located on local and
interstate highways and ramps. A logo business sign is available for use with the federal
highway (D.O.T.) sign program. Contact the appropriate government office for specific state or
federal requirements.

Federal Highway Signs must feature the approved graphics as specified in the brand
identified location (currently the New Brand Identity section of the Holiday Inn Express®
207
Brand Identity Guidelines). The Brand Identity Guidelines are posted on the IHG hotel
intranet and may be updated from time to time.

Federal Highway Signs must be ordered through approved sources/suppliers, as
communicated via the brand-identified means (currently the most recent version of Collateral
Guide posted at www.ihgmerlin.com>Brand Central>Brand Standards).
For Hotels Using the Prior Logo:

On federal highway (D.O.T.) signs, the stacked version of the Holiday Inn Express logo is
always used.
On-Site Construction Sign

An on-site construction sign may be temporarily erected at the hotel site prior to opening or
during construction to announce or promote the new hotel. This sign must conform to IHG
specifications.

The construction sign must be removed not more than five (5) business days after the hotel
opens.

On-site construction signs must be brand-specified designs ordered through the brand
identified signage consultant (currently Sign Management Consultants).
Vehicle Marking/Painting
The Holiday Inn Express service mark and registration symbol ( ® ) must be shown on all
vehicles used for transportation of customers.
For hotels approved to use the new brand identity logo:
The new brand identity logo is defined as a side-by-side application of the “H” monogram
and the Holiday Inn Express wordmark, locked-up to the H Monogram in a square
carrier.

Vehicles must feature the approved graphics as specified in the New Brand Identity section
of the Holiday Inn Express® Brand Identity Guidelines. The Brand Identity Guidelines are
posted on the IHG hotel intranet and may be updated from time to time.

Van wraps and logo packages must be purchased from approved suppliers, as
communicated via the New Brand Identity Collateral Guide. The New Brand Identity
Collateral Guide is shared with hotels once they are approved to use the new brand identity
208
logo and may be updated from time to time. This item may be requested by emailing:
[email protected].
For hotels using the current Holiday Inn Express® brand logo with shooting star icon:
Vehicles used for the transportation of customers:

The body of all vehicles used for transportation of customers must be painted the approved
color of blue or white.

The approved vehicle paint colors must be specified when vehicles are ordered from the
manufacturer or be painted these approved colors prior to use.

The Holiday Inn Express logo must be displayed at a minimum on the sides of the vehicles.
The hotel name as identified on https://www.hiexpress.com/ must be displayed near the
Holiday Inn Express logo.

Vehicles used for transportation of customers must be painted with approved Sherwin
Williams products or equivalent that matches the Pantone colors described in the Brand
Identity Guide.
Vehicles used for purposes other than the transportation of customers:

Holiday Inn Express service marks must not be displayed on vehicles that are used for
purposes other than the transportation of customers. The Brand Identity Guides are posted
on the IHG hotel intranet and may be updated from time to time.
209
XVIII. DESIGN AND CONSTRUCTION
All hotels must comply with Design & Construction standards throughout this manual. Approval
from IHG is required prior to the ordering, purchasing, construction, or installation of any interior
décor and/or exterior architectural design elements.
Hotels first entering the system through new construction or a conversion, hotels performing
voluntary upgrades and renovations, and hotels performing renovations as required by the
license agreement such as Property Improvement Plans (“PIPs” for re-licensing and change of
ownership re-licensing) with InterContinental Hotels Group ,or any of its affiliated companies,
such as Holiday Hospitality Franchising, Inc. (“IHG”) must comply with the Technical
Specifications in Appendix A, to this manual, which contains Design and Construction
requirements for each area of the hotel. Additionally, these requirements provide a basis for
evaluating the condition of the facilities and features at operating hotels. In the event of
discrepancy between governing codes and these requirements, the more stringent requirement
shall take precedence.
IHG may increase or waive requirements if local market conditions, customs or practices
indicate a variance is justified, but any such changes will be determined solely in the discretion
of IHG.
Building and Life Safety Codes
Design and construction must conform to the requirements of all regulatory authorities having
jurisdiction, or meet the requirements of the InterContinental Hotels Group (IHG) Brand Safety
standards, whichever is more stringent. Complying with the Technical Specifications in this
manual alone does not relieve any franchisee or their architects, engineers or designers of
complying with legal requirements.
Each franchisee remains responsible for compliance with all applicable laws, regulations, rules,
codes and ordinances governing construction, building, designing and zoning, including without
limitation the Americans with Disabilities Act and related regulations (“ADA”). If a conflict
appears between this manual and any of the applicable laws or governmental requirements, the
franchisee must notify IHG. In the event of a discrepancy, the more stringent requirement will
control.
Life Safety Codes
At a minimum, all hotels must comply with IHG Brand Safety standards and any NFPA (National
Fire Protection Association) standard that is referenced in the standards manual.
Copies of NFPA standards may be obtained from:
National Fire Protection Association
Batterymarch Park
Quincy, MA 02269
Phone 800-344-3555 or 617-770-3000
Web site http://www.nfpa.org
211
Building Codes
All hotel developments must be in accordance with at least one of the following building codes
nationally recognized within the United States or equal (outside the U.S.)

The International Building Code, current edition

The Uniform Building Code, current edition

The Basic/National Building Code, current edition

The Standard Building Code, current edition
Prototype Designs or SRD
Any modifications to the prototype designs, partial construction drawing packages and SRD
must be approved in advance by IHG.
Prototype Designs
While not mandatory, IHG offers a prototype design and partial construction drawings package.
This design is available on AutoCAD and may save time and money in the development phase
of a new hotel. Franchisees with an approved application for a license may request the prototype
plans by contacting Franchise Development at 770-604-2912 or by request via email at
[email protected].
IHG encourages construction of the prototype design for all new developments in regions where
the prototypical architectural style is appropriate. Non-prototypical new developments must meet
or exceed the level of quality illustrated by the prototype design while embracing the character of
local architecture.
All new development hotels must be interior corridor designs.
Standardized Room Décor (SRD)
All furnishings, finishes, fixtures, and equipment must meet the minimum quality, technical, and
functional SRD specifications for public areas and guest room furnishings and finishes. A hotel
may submit a décor scheme other than SRD décor schemes provided the alternate scheme
meets IHG’s specifications.
The use of SRD Program schemes and products is strongly recommended. Information about
the SRD Program can be found at www.ihgdesignconnect.com or by contacting the IHG SRD
Department at 866-806-6240 / Option #2.
Existing Construction
Property Improvement Plan (PIP)
Prior to any License action such as Brand Conversion (CV), Change of Ownership (CO) or
212
License Renewal (LR) of an existing hotel, significant renovation to the hotel’s interior, exterior
and site conditions may be required to obtain License to operate as a Holiday Inn® Express
hotel. Limits of renovation necessary to meet current brand standards, achieve the level of
design appeal expected for the Holiday Inn® brand and secure a market competitive edge shall
be described in the Property Improvement Plan (PIP) - a detailed, on-site inspection report
prepared and published by an IHG representative. The PIP document and any addendums will
be an attachment to any executed License Agreement (LA).
Voluntary Renovations (VR)
Additions and improvements proposed for an existing Holiday Inn® Express hotel are considered
voluntary renovations and typically do not require a PIP inspection but must meet current brand
standards. Voluntary renovations that propose alteration of the licensed guest room count may
stimulate additional renovation requirements for the registration desk, lobby, food & beverage
areas, meeting rooms, fitness center and other public areas in order to meet current brand
standards and ADA. Increasing or decreasing the licensed guest room count is subject to
approval by the IHG Franchise Administration Department. All Voluntary Renovation designs are
subject to review and approval by the IHG Design & Plan Review Department.
Design Review Submittal Process
IHG requires the franchisee to arrange for licensed architects, engineers, interior designers, or
other qualified professionals to produce design and construction drawings, interior décor
proposals, materials samples, and specifications describing all new hotel developments,
conversions, renovation of, or additions to the hotel.
Before starting construction, hotels must submit all documents describing all proposed
construction or hotel alterations for review and approval by IHG as to compliance with IHG
standards. Plans must be submitted to the following address:
InterContinental Hotels Group, Inc.
Attn Design and Construction Department
Three Ravinia Drive, Suite 100
Atlanta, Georgia 30346 U.S.A.
Telephone 770-604-5949
email: [email protected]
All submittals shall be clearly identified with the following information:
Name of the hotel
City and state of the hotel
Location Number or INNCODE
Sender’s name, address, phone and fax number, and email address
All plans will be kept at the corporate office and retained for future reference. Color boards and
specification books will be returned only upon request and when accompanied by a
preaddressed return label with one of the major USA carriers.
All submittal due dates are required by the license agreement.
It is the responsibility of the franchisee to arrange for submittal of one copy each of the following
design proposals to IHG Design & Construction Department.
213

Preliminary Design Proposal: The preliminary design proposal must consist of site plan,
floor plans, exterior elevations, and enlarged guest room plans. Preliminary design submittal
must be approved by IHG prior to acquiring a building permit.

Construction Drawings: One hundred percent (100%) complete construction documents
must be presented to IHG for review. Construction documents must encompass all
disciplines of design including site, structural, architectural (including reflected ceiling plans),
mechanical, electrical and plumbing designs. Construction drawings submittals must be
approved by IHG prior to ground break.

Light Fixture Proposal: A proposal consisting of specifications and physical appearance of
all light fixtures proposed for the entire development (both interior and exterior) must be
submitted to IHG for review. Light fixtures must be approved by IHG prior to purchase or
installation.

Plumbing Fixture Proposal: A proposal consisting of specifications and physical
appearance of all plumbing fixtures proposed for the entire development must be submitted
to IHG for review. Plumbing fixtures must be approved by IHG prior to purchase or
installation.

Interior Décor Proposals: Décor proposal must be professionally designed and presented
to IHG for review. Proposals must include color boards, drawings and material samples and
specifications showing the proposed décor scheme for the entire public area(s), and typical
décor scheme for each guestroom type. Décor proposals must describe finishes and style of
all hard goods, soft-goods, casegoods, millwork and decorative moldings, interior finishes,
lighting (including decorative), artwork, fixtures and equipment that comprise the interior of a
space.

Millwork (i.e., registration desk, buffet units, coffee station, Business Center work stations,
crown mold, paneling): Cabinet drawings showing the elevations, millwork, finishes, and
colors of these elements must be submitted to IHG for review. Cabinet drawings must
approved by IHG prior to construction and installation.

Exterior Color Scheme and Finishes: A professionally prepared colored rendering or
exterior elevation showing the typical colors and finishes proposed for the exterior must be
presented to IHG for review and approval prior to application.

Fire Detection and Suppression Drawings: Shop drawings showing the complete design
of the life safety systems must be submitted to IHG for review. Shop drawings must be
approved by IHG prior to installation of the systems.

Landscape Design Proposal: Design drawings showing the complete landscaping design
for the entire hotel development must be submitted to IHG for review. Landscape design
must be approved by IHG prior to clearing and planting.

Pool Design Proposal: Design and shop drawings showing the complete pool design must
be submitted to IHG for review. Pool drawings must be approved by IHG prior to
construction and installation.

Design Clarification/Revisions: Submittal of additional design clarification or revised
drawings, samples, and/or specifications may be requested by IHG throughout the design
review process.

Travelers with Disabilities: Submittal to IHG of ADA compliance certification forms at
plan submittal and, prior to hotel opening or completion of any renovation or PIP, signed by
a licensed professional with expertise in the area of accessibility regarding compliance with
ADA and all related federal, state and local requirements.
214
Design Review Approval Process
Each design proposal will be evaluated by IHG design staff, and a written design review
assigning one of the following review statuses will be issued to the franchisee:

Approved: Proposals receiving an approved status are approved for execution; however,
any design or décor proposal that is altered (in part or as a whole) after receiving an
approved status must be re-submitted to IHG for re-evaluation.

Conditionally Approved: Proposals receiving a conditionally approved status are approved
upon compliance with the conditions listed throughout the design review. Submittal of
proposals that have been revised to demonstrate compliance with the conditions for
approval is commonly required of conditionally approved proposals. All conditions for
approval must be met prior to execution of the proposal.

Partially Approved: Proposals receiving a partially approved status must be revised to
meet the requirements of the design review. A new submittal is required to address any
deficiencies noted and must be successfully reviewed and approved or approved with
conditions prior to moving forward with the design plan.

Not Approved: Proposals receiving a not-approved status (in part or as a whole) are not
approved for execution and must be revised to meet the requirements of the design review.
A new submittal is required to address any deficiencies noted and must be successfully
reviewed and approved or approved with conditions prior to moving forward with the design
plan.

Increasing or decreasing the licensed guest room count is subject to approval by the IHG
Franchise Licensing and Compliance department. All voluntary renovation designs are
subject to review and approval by the Design and Construction Department.
215
APPENDICES TO SECTION I
APPENDIX A: Design & Construction: Technical Specifications
Hotels first entering the system through new construction or a conversion, hotels performing
voluntary upgrades and renovations, and hotels performing renovations as required by the
license agreement such as Property Improvement Plans (“PIPs” for re-licensing and change of
ownership re-licensing) with InterContinental Hotels Group, or any of its affiliated companies,
such as Holiday Hospitality Franchising, Inc. (“IHG”) must comply with the most current
Technical Specifications. Additionally, hotels replacing items, must comply with the new
specifications upon replacement of those items.
For additional requirements, see the Design & Construction chapter.
Exterior Design & Construction Requirements
Exterior Walls

Building Base: All new developments must have an architecturally expressed, well
proportionate, and decorative building base for the full perimeter of the hotel. Brick, stone,
synthetic stone, E.I.F.S. (Exterior Insulated Finish System), stucco, or a mixture of these
materials are acceptable building base materials.

Wall Finishes: All of the exterior finishes allowed for the Building Base may be used for the
wall finishes above the base. Vinyl or metal-type siding is not an approved exterior building
finish. Standard, non-decorative concrete block wall construction must be concealed in all
areas of the hotel.
Roof Design & Finishes
Acceptable roof finishes are standing seam metal panels, random edge dimensional
architectural type shingles (standard 3-tab shingles prohibited), slate, clay tiles, and glazed
concrete tiles. All roof finishes and roof design must be approved by IHG.
Porte Cocheère

Structure & Design: A Porte Cochere that identifies the hotel’s primary entrance in a clearly
visible and aesthetically appealing manner must be provided. Porte Cochere structure must
be independent of the hotel’s roofline or façade with a separate, decorative entrance canopy
covering the transfer from arrival to lobby entrance. Hotel designs that cannot meet these
requirements will require advance approval from IHG.

Drive Surface: The Porte Cochere drive surface must accommodate two lanes of traffic.
Decorative stone pavers, a patterned synthetic cement topping or integrally colored and
patterned concrete are acceptable materials for the decorative drive surface required
beneath the Porte Cochere. Curb cuts shall be provided to meet ADA requirements and able
guests as well.

Clear Height Opening: A clear height opening that will accommodate tall vehicles (12'-0"
minimum clearance, 3.66 m) must be provided and must be posted with clearly visible signs
on the approach sides of the Porte Cochere when less than 14'-0" (4.28 m) clear.
217

Lighting: Porte Cochere lighting other than the lighting specified as part of the Curb Appeal
“Experience” Product Hallmark, must be provided via recessed fixtures and/or decorative
fixtures when exposed to guest view. All conduit and wiring for Porte Cochere and canopy
lighting must be concealed from view.
Site Design & Construction
Property Main Entrance (Off of Public Access)
The hotel property Main Entrance drives must be easily recognized and must have an inviting
design appeal.

Locations of electrical transformers, fire hydrants, utility poles, phone service pylons, or
other such utility services visible by the public should be carefully planned so as to not
border the property entrances unless specifically directed otherwise by governing
authorities.

Signs that mark the entrance or identify the hotel must be attractive components of the
entrance design and must comply with all Service Mark Standards as listed in of this
manual.

Use of seasonal, colorful landscaping, accent lighting and decorative drive surfaces is also
encouraged for enhancing the property entrance designs.

Trash collection facilities may not be located adjacent to the property entrance or along the
arrival route to the Porte Cochere. Hotel designs that cannot meet these requirements due
to restrictions by governing authorities will require advance approval from IHG.
Parking Lot Construction
The parking lot must have an asphalt or concrete-paved surface with continuous concrete
curbing around the interior and outer perimeter of the parking lot and at all property entrance
drives. Painted curbs are not recommended, unless required by local ordinance or determined to
be necessary to help guests.
Parking
A minimum of 1.1 parking spaces per guest room, plus adequate employee parking, is required.
Parking lot designs that cannot meet this requirement require advance approval from IHG. See
also the applicable ADA requirements in Travelers with Disabilities.
Parking Garage
If provided, the garage must be architecturally compatible with the hotel’s architectural design.
Access to guest corridors from the parking garage must be controlled to allow only registered
guests and hotel employees to enter. The garage must be well lit to ensure guest safety and
convenience and must be in accordance with recognized lighting standards such as the
American Society of Illuminating Engineers.
Site Utilities & Equipment

Site utilities must be screened from guest’s view whenever possible. Each property is
required to have an architectural enclosure.
218

All service areas, dumpsters and trash collection areas, and equipment, such as aboveground tanks and HVAC farms, must be screened with an architectural enclosure.
Architechtural Enslosures include items such as a wall or fence that coordinates with the
architectural details and materials of the hotel.
Site Storage
When provided, the finishes and architectural style must be in keeping with the main building.
Exterior Lighting
Decorative street lamp lighting is encouraged at hotel perimeter sidewalks in lieu of institutional,
pole-mounted or wall-mounted area lighting commonly used for illuminating the main parking
lots.

Where building-mounted lighting is used, the fixtures should be decorative.

Landscape or accent up-lighting that highlights features of the hotel at night is encouraged.

Use of high-pressure sodium light fixtures is encouraged for all exterior illumination due to its
superior energy savings and color cast.
Landscaping
Abundant, colorful landscaping that enhances the guest experience and perception of the hotel
must be provided.

Live plantings, including a variety of trees, shrubs, seasonal flowering, and grass plants are
required at the hotel property entrance drives, between the parking lot and public streets,
between hotel parking lots and neighboring properties, around the hotel perimeter, in
courtyards, and around the perimeter of exterior swimming pools.

Large parking lots require curbed landscaped islands located intermittently throughout the
lots to interrupt large areas of asphalt/concrete paving with green space.

The bulk of hotel perimeter landscaping should be applied near the lobby entrance, in front
of the Porte Cochere, and at the secondary hotel entrance.

The “Experience” Product Hallmark Entry Landscape Planters must be installed in
accordance with the Curb Appeal “Experience” Product Hallmark standard.

Plantings that will thrive in the local environment should be selected and irrigation systems
that aid continuous growth should be used.

Approximately fifteen percent of the hotel site must be devoted to landscaping plants as
described by this standard.
Landscape designs must be submitted to the IHG Design & Plan Review Department for review
and approval.
Neighboring Properties
Landscape barriers, decorative fences, or other devices that screen excessive noise or
undesirable views of neighboring properties may be required by IHG upon initial review of the
site design. Railways, industrial sites, apartment complexes, and residential neighborhoods are
examples of neighboring properties that would require the hotel to provide visual and/or noise
barriers.
219
Fences
All fences used on the property must be in keeping with the exterior design of the hotel. The use
of chain-link fencing is prohibited on the hotel property.
Pedestrian Design Traffic
Concrete sidewalks must be provided around the perimeter of the hotel that connects the lobby
entrance with all secondary public entrances. Wheelchair accessible ramps must be provided at
appropriate locations around the periphery of the hotel to ensure access to all public entrances
via the perimeter sidewalk. Site designs that are limited in their ability to meet these
requirements due to restrictions set by governing authorities or site constraints will require
advance approval from IHG. Decorative items such as street lamps, benches, and planters
accented with stone, brick, or water are encouraged along public walks and around the
perimeter of the hotel.
Safety & Decorative Railings

Safety Rails: Safety rails are defined as guard rails and hand rails that are required
throughout the hotel development by governing building and life safety codes, the
Americans with Disabilities Act (ADA), and IHG Design & Construction standards. Guardrails
with horizontal members and/or box tube type railings are prohibited throughout the hotel
development (interior and exterior). Guardrails must have vertical interior pickets that will not
allow passage of a 4" (10.16 m) sphere. Handrails must be continuous at stairs and steps or
must terminate flush against the wall when non-continuous. Hazardous areas of the
development accessible by the public, such as stairs, steps, abrupt changes in grade,
functional balconies, and any other hazardous condition recognized by governing codes,
shall have safety rails.

Decorative Rails: Decorative rails are defined as safety and/or non-safety rails used as
ornamental enhancements to the interior or exterior of the hotel. Decorative rail assemblies
may not include continuous horizontal interior members or box tube type rails.
Public Spaces
General Conditions
The following standards apply to all public spaces unless otherwise noted. Refer to the
standards for each public space for any applicable restrictions of these general standards. Use
of materials, finishes, lighting, etc., not listed in these general standards may be acceptable, but
will require advance approval from IHG.
Floors
All floor finishes throughout the public spaces of the hotel must meet the following specifications:

All floor finishes must have a minimum static coefficient of friction of 0.6 ASTM 1028 (wet
and dry).

Broadloom Carpet must meet the following specifications:
o
Must be cut pile or an enhanced loop/tip shear combination (50% max loop allowed) in a
graphic pattern composed of at least five (5) yarn colors
o
Must be 100% solution dyed nylon, wool or computer printed carpet with an antistain/discoloration treatment
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
o
Must have a minimum density of 36 oz. per square yard
o
A commercial grade carpet pad is required. Direct glue down of carpet without pad is not
permitted
Carpet Tile must meet the following minimum specifications
o
Tufted cut pile or tip shear with enhanced loop (50% max loop allowed) in a graphic
pattern composed of at least two (2) yarn colors
o
100% Solution Dyed Nylon or computer printed
o
Carpet Tile is required to have an attached Cushioned Pad
o
Ten-year (10) limited warranty
o
Contact Design and Construction for minimum tufted pile weights.

Tile: Hard surface ceramic or porcelain tile or natural stone tile with an ASTM rating of 0.6
or greater is the only acceptable flooring tiles unless otherwise noted.

Rubber/Vinyl Flooring: Vinyl wood plank or rubber flooring is subject to IHG review and
approval.

Wood: Wood flooring is acceptable but requires advance approval from IHG.

Concrete: Bare, unfinished concrete floor surfaces are not allowed in public spaces.
Walls
All wall finishes throughout the public spaces of the hotel must meet the following specifications:

Wall Vinyl: Wall vinyl must be commercial grade 20-oz. type II. Painted wall vinyl is not
acceptable anywhere throughout the hotel.

Textured Finishes: Where textured wall finishes are allowed, they must be acrylic-based
textured finish products and must be submitted to IHG for approval prior to application.
Textured paint finishes may be acceptable, but require advance approval from IHG as well.
When texture wall finishes or texture paint finishes are the primary finishes of a room, it must
be accompanied with a millwork design (molding, wainscot, paneling, baseboard etc.) to
heighten the residential perception and appearance of the spaces. Plaster-based drywall
texturing is prohibited.

Concrete Block: Masonry concrete block wall construction must be concealed in all areas
of the hotel. Where concrete block occurs on interior surfaces, a textured finish or gypsum
board with wall vinyl finish is required.

Wall Base: All walls exposed to guest view require a wall base at the transition from floor
finish to wall finish. Wood, ceramic or porcelain tile, stone, millwork profile vinyl, and carpet
wall bases are acceptable materials but are subject to restrictions as listed in the specific
standards for each public space. Carpet wall bases must have a hemmed top edge. It is
recommended that wall bases are a minimum of 6” in height.
Ceiling

Finishes: A hard-surface finished ceiling (such as gypsum board or acoustic tiles) must be
provided throughout the public spaces.

Gyp Board: Gypsum. board ceilings must be painted.

Acoustic Tiles: Acoustic tiles must be 2' x 2' (.61 m x .61 m), tegular-edge tiles with narrow
splines. Style, finish, and profile of ceiling tiles must approved by IHG prior to installations.
Acoustic tiles may not be used in vertical applications.
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
Textured Finishes: Where textured ceiling finishes are allowed, they must be acrylic- based
textured finish products and must be submitted to IHG for approval prior to application.
Textured paint finishes may be acceptable, but require advance approval from IHG as well.
Plaster-based drywall texturing is prohibited.

Minimum Height: The minimum ceiling height allowed throughout the public areas is 8'-0"
above finished floor.
Lighting

General Area Lighting: Warm color lamps are required. Light fixtures of office or
institutional character (such as recessed or surface mounted 2' x 2' or 2' x 4'; 1' x 2 or 1' x 4'
fluorescent light fixtures) are prohibited throughout the public spaces unless otherwise
noted. Where office-type lighting is allowed, 2' x 2' recessed fluorescent fixtures with
parabolic diffusers may be used. Acrylic wraparound, prismatic lenses or egg-crate type
diffusers are prohibited for use in public spaces. Lighting at the registration area must
conform to and not conflict with the specifications in the Holiday Inn Express® “Experience”
Product Hallmarks Overview and Installation Guides.

Energy Efficiency: Use of energy-efficient, compact fluorescent lighting is encouraged
throughout the hotel.
Utilities
Laundry chutes, electrical cabinets, and utility supply lines (i.e. ducts, pipes, chases, conduit,
etc.) must be concealed in an architectural manner in all public areas of the hotel. Options
include pilasters, built-out walls, dropped soffits, false beams, suspended ceilings, utility closets,
etc.
Standards Common to the Lobby and Great Room
The Lobby and Great Room are the two most important public spaces of a Holiday Inn Express
brand hotel. Design and finishes for these two spaces must be of equal caliber and wellappointed residential design appeal. Refer to the Holiday Inn Express prototype design for an
example of the minimum caliber of design targeted for these areas. The following standards
shall apply to the Lobby and Great Room unless otherwise noted.
Focal Point Feature
A focal point/ design feature, such as a fireplace or other design element that has an inviting
design appeal and focuses one’s attention upon entering the room is required for the Lobby and
Great Room. The focal point feature should occur on one of the main axis of the space. A casual
seating group should be provided where appropriate for the layout and function of the room.
Floors

Design: Flooring finish designs for the Lobby and Great Room should be carefully planned
to maximize visual interest and furniture arrangement flexibility. A combination of flooring
materials, patterns and/or designs that define traffic aisles and seating groups is
encouraged.
Walls

Design: The space programming of the Lobby and Great Room spaces should be carefully
planned with an emphasis on symmetry, function, optimum traffic flow, and appealing sight
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lines. Interior columns should be placed so as to create the least obstruction to these goals.
Architectural accompaniments that embellish the overall design appeal of the space are
strongly encouraged and may include accent features such as millwork panel walls,
decorative pilasters, arched or other decorative openings, etc.

Materials & Finishes: Vinyl wall covering is the preferred wall finish for the Lobby and
Great Rooms. Acrylic textured wall finishes are allowed. Decorative wainscots and custom
millwork are required for visual interest. Wood, ceramic, porcelain tile, or natural stone are
the only acceptable wall bases for the Lobby and Great Room areas.
Windows

Design: Maximizing natural lighting in the Lobby and Great Room is encouraged. To
increase natural lighting (and where appropriate for the design of the space), multi-story
glazing is encouraged. Lobby and Great Room window selections (interior and exterior)
must be in keeping with the interior décor theme and exterior design of the hotel.

Drapery: Coordination with the overall design direction must be provided. Wood blinds or
shears are acceptable.
Doors
Doors opening onto the Lobby or Great Room must be coordinated with the overall design
direction of these spaces. Utility doors may not be in direct view from the Lobby or Great Room.
Ceiling

Multi-Plane Design: A multi-plane ceiling design utilizing architectural features such as
vaulted spaces, decorative coves, dropped soffits, architectural beams, etc., is required. The
placement of multi-plane features must coordinate with the design and symmetry of the floor
plan. Decorative moldings and millwork are encouraged at transitions between planes.

Multi-Story Ceilings: Two-story ceilings are encouraged but may not omit the multi-plane
design requirements. Open mechanical mezzanines or open storage spaces are prohibited
in two-story ceiling designs. Upper-floor balconies (functional or false) overlooking two-story
spaces are encouraged and must have ornamental railings.

Smoke Barrier Design: Where upper-floor corridors are open to a multi-story air space, a
smoke barrier that separates these corridors from that air space, and meets the fire rating
requirements for the corridor, must be provided in all new hotel developments or at time of
licensing or license renewal for existing hotels. Operable doors may be used as smoke
barriers provided they are equipped with automatic closing devices that are activated by the
hotel fire detection and alarm system.

Materials & Finishes: Painted drywall ceilings with decorative millwork moldings is the
preferred solution. Acoustic tiles are allowed when used as accent components of multiplane ceiling designs. Acoustic tiles may not be used exclusively over the entire Lobby and
Great Room ceilings. Other ceiling materials may be acceptable, but must be approved in
advance by IHG.
Lighting
A decorative lighting package, consisting of recessed down lighting, surface-mounted wall and
ceiling fixtures, pendant fixtures, recessed cove lighting, etc., is required. Tabletop and/or floor
lamp lighting is also required. Lighting at the registration area must conform to and not conflict
with the specifications in the Holiday Inn Express® “Experience” Product Hallmarks Overview
and Installation Guides. Refer to Lighting in the Public Spaces section for additional
requirements that apply to all public areas.
223
Décor Package

Artwork: Artwork must be high quality, professionally framed and well scaled for the areas
where it is installed.

No temporary exhibits or “artwork for sale” is permitted.

It is recommended that artwork should be highlighted with hardwired picture lighting or
ceiling recessed wall washers are required for all public area artwork.
Artwork is subject matter must be approved by IHG.

Interior Landscaping: Interior planters, cut flower arrangements, oversized plants, and
trees are encouraged.
HVAC Systems
Lobby and Great Room spaces are required to be mechanically heated, and refrigerant cooled
and ventilated by a central HVAC system.
Package, through-wall HVAC units (PTAC’s) are prohibited in the Lobby and Great Room.
Retail and Vending Spaces

When sundry shops, gift shops, or other retail spaces are located in the Lobby or Great
Room, all display cabinets, shelving, and other such retail equipment must be in a retail
space defined by wall enclosures.
Freestanding retail equipment is prohibited.

When display windows or door openings provide direct view into the retail space, the display
cabinets, lighting, room finishes, and furnishings of the retail space must be in keeping with
the design and décor of the Lobby and Great Room.

Vending machines and refrigerated equipment may not be in direct view from the Lobby or
Great Room at any time.
It is recommended that all compressors for refrigerated equipment in small retail spaces
should be at a remote location to help reduce heat build-up and noise.

Openings between retail space and the registration desk must coordinate with the Lobby
design and décor and are subject to IHG design approval.
Floor Finish
Refer to the Floors section in Standards Common To The Lobby and Great Room.
Wall Finish
Refer to the Walls section in Standards Common To The Lobby and Great Room.
Ceiling Finish
Refer to the Ceiling section of Standards Common To The Lobby and Great Room.
Standards Specific to the Lobby & Administration Spaces
Unless otherwise noted, the following standards apply to the Lobby, Registration Desk, and
Administration spaces only.
224
Lobby

Entrance: A Lobby entrance vestibule is required. Automatic operating entry doors are
required for the main lobby entrance at all downtown, airport, and resort locations, and are
recommended at all other locations.

Luggage Area: A lockable luggage room must be conveniently located near the hotel
entrance and must be sized to accommodate a minimum of one rolling luggage cart.

Seating and Furnishings: Casual seating, tables, and accessories are required and must
be in keeping with residential décor appearance required of Lobby.
Registration Desk

General Design: The registration desk must have a millwork façade that coordinates with
the lobby décor. The transaction surface of the registration desk must be a stone or solid
surface material (Corian ®). Plastic laminate is not permitted for the transaction surface or
Lobby face of the desk.

The desktop must be properly illuminated for transacting business and must be at an
appropriate employee working surface height, or 34" to 36" (1.02 m to 1.07 m) high. Lighting
at the registration area must conform to and not conflict with the Arrival and Welcome
“Experience” Product Hallmark requirements and the specifications in the Holiday Inn
Express® “Experience” Product Hallmarks Overview and Installation Guides.

Walls: The walls behind the registration desk must be free of cabinets and work surfaces.

All key, message, and folio racks (except the Priority Check-In SM Rack, for details see
Priority Club® Rewards: Priority Check-In for Gold & Platinum Members) must be out of
guest view.

Windows are prohibited on the back wall behind the desk.

Televisions are allowed in the lobby seating area, but not at or behind the registration desk.
Floor Finish
Refer to Floors.
Ceiling Finish
Refer to Ceiling.

Seated Registration: A lowered registration space that allows one-on-one business
transactions between a seated guest and the registration attendant must be provided as part
of the registration desk design. The seated registration space must meet all ADA
requirements and must consist of a flush finish equal to the main transaction surface and
extending into the administration space for the full depth of the desk. Shelf-type seated
registration spaces are prohibited for all new construction.

Minimum Length: The registration desk must be at least 14'-6" (4.42 m) long in new
construction and where space will allow in conversions and upgrades.

Signs: See Signage for a list of signage required in the front desk area.

Telecommunications: See Technology: Telecommunications & Hotel Web Site Standards
for public area telephone requirements.
Administrative Area

Designated Work Space: A designated workspace that is convenient to the registration
desk (but not exposed to guests’ view) is required. The designated workspace is defined as
225
a space or office that conceals bookkeeping activities and equipment (such as fax,
photocopier, etc.) from guest's view. Any portion of the registration attendant's space that is
exposed to guests’ view may not be used as the designated work space. Likewise, the
general manager's office may not be used as the designated work space.

Designated Telephone & Registration Equipment Storage: A designated space for
registration and telephone equipment storage is required. This storage space must be
convenient to the registration desk and may not be exposed to guests’ view. The general
manager's office may not be used for telephone/ registration equipment or other utility
storage.

General Manager's Office: A general manager's office is required. The GM's office finishes
and furnishings must be of a higher quality than general administration spaces due to visits
from external clients and guests. This office must be neat in appearance, organized, and
free from clutter.

Finishes: All administration areas visible from the Lobby or registration desk must have
finishes and décor comparable to that of the Lobby.
Standards Specific to the Great Room
One of the signature features of a Holiday Inn Express brand hotel is the Great Room.

The Great Room must comfortably accommodate breakfast dining, television viewing, and
relaxing.

The Great Room must be designated as a non-smoking area twenty-four (24) hours per day.

Open combined Great Room/Meeting Facilities or separation of those areas by moveable
partitions is prohibited.
Express Start® Breakfast Bar
A Breakfast Bar and separate coffee serving/beverage bar is required in all Holiday Inn Express
brand hotels. Both bars must meet all the Express Start® Breakfast Bar design requirements.
See Brand Hallmarks for additional information.
Express Start® Breakfast Bar Construction
Designs for the Express Start Breakfast Bar must be able to accommodate the requirements as
specified in the Express Start Breakfast Bar Guidebook. The breakfast bar and the separate
coffee station must be permanently constructed and the design of each piece must coordinate
with the other.

Counter top and cabinetry must be of permanent construction.

The American Quick Foods Pancake Machine, when it cannot be accommodated on the
permanent construction breakfast bar, must be placed on the brand-specified cart available
as noted in the Express Start® Breakfast Bar Guidebook.

An approved solid surface counter top material such as Corian® or natural stone with the
appropriate millwork façade or furniture-quality credenza, capable of accommodating one of
the approved Express Start layouts, is required.
226

Minimum breakfast counter space required for Hotels entering the system as of March 15,
2011, or later, regardless of number of rooms in the hotel, is 19'0" long x 2'6" deep.
Note: Hotels open prior to March 15, 2011, that have a minimum of 16”0” in length must
comply with the new requirement of 19’0” upon their next license action.

A separate coffee station is required adjacent to the breakfast bar, which must be 5'0" long x
2'6" deep to accommodate the Smart Roast® display.

The design of the coffee station must be permanently constructed and must coordinate with
construction of the breakfast bar. Portable breakfast bar units, such as rolling carts, are not
acceptable. However, additional or separate coffee stations are allowed at other locations in
the hotel subject to approval from IHG’s Design and Plan Review Department.

Hotels entering the system as of March 15, 2011, or later with 125 or more guest rooms
and/or service for 250 or more guests in a single morning are required to have breakfast
counter space that is 26'0" long x 2'6" deep, along with a separate coffee station that is 5'0"
long x 2'6" deep.

Setbacks or bow fronts, when present in the countertop must be at least 2'6" deep.

Pass-through openings and overhead cabinets are prohibited above the breakfast bar or the
remote coffee station.

The height of the breakfast bar and the remote coffee station countertop must be 2'10".

Breakfast bar and coffee station surface openings for trash, ice bins, or other purposes are
prohibited.

Island configurations for Hotels entering the system as of March 15, 2011, or later must
have a minimum 10'0" length and a 5'0" depth along with a separate coffee station that must
be 5'0" long x 2'6" deep.

If hanging lighting pendant fixtures are used to illuminate the breakfast bar island, 3'8" height
must be allowed for the Express Start Breakfast components.
Trash Cans
New hotels opening June 1, 2011, or later and existing hotels renovating their Breakfast Bar
June 1, 2011, or later, must use freestanding trash cans in accordance with the following
specifications (separate from the Breakfast Bar and Coffee Station).
Specifications:

Trash cans must be enclosed in cabinetry
o
Cabinetry must be wood veneer millwork construction that coordinates with the existing
breakfast bar millwork
o
Cabinet must have a solid surface top with 8” cutout for trash. A cabinet door must be
provided on one side with concealed hinges and push latch to insert a twenty (20) gallon
trash can. Refer to prototype drawings for details.
Hotels that desire alternative trash cans must submit plans to IHG Design & Plan for approval.
Plastic construction freestanding trash cans are prohibited as of June 1, 2011, and will not be
approved.
227
Hotels with prior approval from IHG to have trash cans with flip fronts built into the Breakfast Bar
will be required to comply with this standard at the next voluntary renovation, PIP or license
action.
Pantry Directions
It is strongly recommended that you submit your pantry plans to your local Health Department
for review and approval. Local Health Department compliance is the responsibility of the hotel
operator. In some municipalities, additional requirements may apply.

A pantry is required with minimum countertop space of 4'6" length x 2'0" depth x 3'0 height.
A clearance of 34” is required to accommodate the Coffee Brewer below the overhead
cabinets. (High volume hotels may need additional clearance to accommodate larger
equipment.)

A commercial dishwasher is strongly recommended with a two (2) compartment stainless
steel sink. In lieu of a dishwasher, a hotel may elect to install a 3 compartment sink including
2 stainless steel drain boards. (Some local and national codes may require the addition of a
grease trap and water heater boosters when a dishwasher is not used.)

A stainless steel hand washing sink in required.

Pantry must accommodate a full-size, commercial grade (NSF Approved)
refrigerator/freezer and adequate dry storage.

Pantry must be concealed from guest view and conveniently located to service the Express
Start Breakfast Bar.

Allowable cooking equipment is specified in the Express Start Breakfast Bar Guidebook.
Note: Hotels must use only the approved convection oven or approved commercial
microwave oven in the pantry area.

Hotels may choose to add the following equipment as required by local health department or
to facilitate food service:
o
Commercial Dishwasher
o
Chemical cleaning dispensing units
o
Microwave ovens, low temperature convection ovens (for baking cookies) and/or
popcorn machines.
o
Note: Microwave ovens are not permitted for use with the Express Start Breakfast
Bar and may only be displayed in the breakfast bar area for personal use by
guests outside of normal breakfast bar hours of operation.

Breakfast Dining: The minimum seating required must be equal to forty percent (40%)
percent of the hotel’s guest room count. This equates to forty (40) seats for each one
hundred (100) guest rooms. A minimum of 15 sq. ft. (1.39 2 m) per seat must be allowed for
proper spacing of seating, not including space required for the Breakfast Bar and general
circulation. This seating must be comprised of appropriate dining room chair and table
design. Casual and sofa seating in the Lobby or Great Room may be included in the forty
percent (40%) minimum required seating calculation.

Chairs: Chairs must be appropriately styled and well-constructed with fabric-upholstered
seats compatibly matched with the dining tables and lobby furniture. Stack chairs are not
allowed.

Tables: Combinations of round, two-top, and four-top dining room tables are required. The
number of two-top versus the number of four-top tables is to be determined by the hotel in
accordance with the requirements of its market. Minimum table top sizes required are:
o
Two-Top = 720 sq. in. (4,645 cm 2 ) or 30" x 24" (76.2 cm x 70.0 cm)
228
o
Four-Top = 900 sq. in. (5,807 cm 2 ) or 30" x 30" (76.2 cm x 76.2 cm)
o
Round = 30" (76.2 cm) diameter

Television: See Technology: Televisions for specifications

Vending: Vending machines must not be located in or be visible from the Great Room.

Pantry: Pantry must be concealed from guest view and conveniently located to service the
Express Start Breakfast Bar setup. No cooking equipment is allowed except for toasters and
microwave ovens. Refer to the Express Start Breakfast Bar Guidebook for additional design
requirements for the pantry.

Doors: Must be minimum 3'-0" (0.9 m) wide, self-closing with kick plates and push plates.

Finishes: Walls and ceilings must be moisture resistant and washable. Floors must be
water resistant with a resilient, non-slip finish, and matching wall base as the minimum
acceptable finish. All floor finishes must have a minimum static coefficient of friction of 0.6
ASTM 1028 (wet or dry).

Lighting: Fixtures with lenses that are cleanable and provide sufficient illumination to
prepare breakfast and coffee bar food and beverages are required.

Dishwasher/Dishwashing (if provided) must be a hot water system with 140-160°F (6070°C) constant wash and constant minimum rinse 180°F (82°C) temperatures or sanitizing
chemical system approved by NSF and local health ordinances. Refer to the Express Start
Breakfast Bar Guidebook for specific dishwashing requirements.

Food Preparation & Beverage Machine Storage: Counter space for preparation of
Breakfast Bar food items should be provided. At a minimum, a 4'-6" long x 2'-0" deep x 3'-0"
high clear counter top space must be provided for storage of the coffee and juice machines
required by the Express Start Breakfast Bar program.

General Storage: Storage space that will house extra Express Start Breakfast Bar display
equipment and additional Breakfast Bar supplies is required. A storage closet is the best
solution for storing the display equipment. Base cabinets and overhead cabinet storage are
acceptable solutions provided sufficient storage space for housing the display modules and
additional Breakfast Bar supplies is provided.

Refrigerated Storage: A full-sized refrigerator or larger is required in the pantry.
Public Restrooms
Public restrooms conveniently located near the lobby, meeting areas, and swimming pools are
required at each hotel. Public restrooms must be accessible from the swimming pool area
without guests having to pass through the Lobby or Great Room. Restroom décor must be in
keeping with the public areas of the hotel.

Facilities: Separate men and women’s facilities are required. Plumbing fixture count should
be determined by analysis of demand and local plumbing code requirements. Full ADA
compliance is required.

Entrance Design: Entrance door must be a minimum 3'-0" (0.9 m) wide door with automatic
closer. Public restrooms may not open directly onto the Lobby, Great Room, or Guest Room
Corridor. A vestibule type entrance or corridor designated for public restroom access is
required.

Floor: A ceramic or porcelain tile finish is required. Floor tiles must be 6" x 6" (15.24 cm x
15.24 cm) or larger.
229

Walls: A 48" tall (min.) ceramic or porcelain tile wainscot is required for all plumbing fixture
walls and is recommended for the full interior perimeter of the restrooms. A vinyl wall finish
is required for all other wall surfaces. A ceramic or porcelain cove tile wall base that
coordinates with the floor tile is required.

Ceiling: The ceiling must be finished with a sound absorbent, cleanable surface, such as
acoustic tiles or painted gypsum board.

Fixtures: Fixtures must meet the following requirements:
o
Lavatory & Vanity: A lavatory under-mounted in a natural stone or solid surfacing
vanity top with matching back-splash is required. Plastic laminate finishes are
prohibited. Lavatory must be acid resistant with an overflow outlet.
Vanity must have a skirt concealing the plumbing pipes from direct view. Support
legs and wall-mounted lavatories are prohibited.
o
Toilet: Must be an elongated bowl with an open front seat.
o
Faucet Fittings: The lavatory faucet must have an appealing design that is
residential in appearance. The lavatory faucets must be lever style mixing valves;
brass with chrome plated finish. All fixtures and valving must meet ANSI/ASSE,
1016, and ANSI, ASME, A112.18.1 requirements. Acrylic knobs are not
acceptable.
At ADA accessible lavatories, drains and hot water pipes must be insulated or
otherwise configured to protect against contact.
o
Urinals: Floor-mounted urinals are not allowed.
o
Stalls: In multiple fixture restrooms, toilet stalls are required with commercial
grade metal or high pressure plastic laminate surfacing (minimum) on walls and
doors.
o
Baby Changing Station: Provide one baby changing station in the men and
women’s restrooms.
o
Coat Hook: A chrome plated coat hook is required in each restroom and in each
stall.
o
Toilet Tissue Holder: A reserve-roll toilet tissue holder is required at each toilet.
o
Towel Dispenser: Must be provided in accordance with local Travelers with
Disabilities rules and regulations; the following methods are approved:
Surface mounted, recessed or semi-recessed wall mounted paper towel
dispenser of stainless steel construction (preferred method)
o Surface mounted, recessed or semi-recessed wall mounted hands free or
motion sensitive paper towel dispenser
o Decorative free standing basket holding paper towels to be placed on vanity
top with minimum 2 sinks and adequate vanity space; must be approved by
IHG Plan Review
UL-approved electrical hand dryers are acceptable in addition to paper towel
dispensers.
o
o
Waste Receptacles: Must be provided in accordance with local Travelers with
Disabilities rules and regulations; the following methods are approved:
o
o
o
Recessed or semi-recessed wall mounted stainless steel waste receptacle
(preferred method)
Decorative (stainless steel or wicker) freestanding waste receptacle
appropriately sized based on location; must be approved by IHG Plan
Review
Circular opening in vanity top with dark colored waste receptacle under
opening in vanity; must have a minimum of two (2) sinks and adequate
vanity space; must be approved by IHG Plan Review
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o
Mirror: A mirror that is a minimum 3'-0" (0.9 m) in height and extending the full
width of the vanity with a polished float glass mirror and decorative frame is
required. Mirror mounting height must meet ADA requirements.
o
Soap Dispensers: Must be provided at every sink in accordance with local
Travelers with Disabilities rules and regulations by one of these methods:
o
o
o

Integrated within the vanity top (preferred method)
Decorative free standing soap dispensers to be placed on vanity top; must
be approved by IHG Plan Review. Branded soap dispensers are not
allowed.
Decorative wall mounted soap dispenser located on the side wall; must be
approved by IHG Plan Review. Industrial Styles are not allowed.
o
Facial Tissue Dispensers: Facial tissue dispensers must be integrated into the
vanity skirt, covered with decorative tissue box, or recessed into a side wall.
o
Lighting: Color-balanced decorative lighting with illumination adequate for
grooming is required at the vanity. In addition to the vanity lighting, provide
general area lighting via decorative surface-mounted fixtures or recessed down
lighting. Lighting must be entry-activated or remain on at all times.
HVAC & Ventilation: An HVAC system meeting the specifications for the Lobby HVAC
system is required in public restrooms. A ventilation system that exhausts to the exterior of
the hotel is also required.
Meeting Facilities
Meeting facilities are optional at Holiday Inn Express brand hotels. When meeting facilities are
provided, they must deliver a professional business environment and meet the standards as
detailed in Optional Guest Services & Facilities.
Recreation Facilities
All indoor recreation facilities (i.e. swimming pools, the fitness center and/or game room) should
be located in the core public area of the hotel and away from the guest room areas. The access
route from the guest rooms to the recreation facilities should be the most direct, and visual
exposure from the lobby or great room should be kept to a minimum. Hotel designs that do not
meet these requirements require advance approval from IHG.
Pools
The following standards apply to all pools (swimming, whirl and wading pools) unless otherwise
noted.

Construction Type: In-ground pools are the only acceptable construction types.

Decks:
o
Design: A hard surface deck that is 5'-0" (1.5 m) clear in width must be provided
around the perimeter of all pools. Deck space in addition to the 5'-0" area around
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the pool must be provided to allow for seating (tables, chairs and chaise lounges
(chaise lounges: where space permits).
o
Finishes: Decks must have a non-slip finish with a coefficient of friction no less
than 0.6 (wet or dry). Deck finish may be of ceramic or porcelain tile, a decorative
synthetic cement topping or a decoratively patterned and sealed finished concrete
deck surface.
o
Seating: An appropriately sized area for poolside seating must be included in the
deck design. Coordinated chairs, tables and chaise lounges are required.
Furnishings may not intrude on the 5'-0" ft. wide clear deck space required around
the perimeter of each pool.
o
Lighting: Lighting of sufficient intensity to ensure visibility for night use is required
for all pool decks and must provide illumination in accordance with the Illuminating
Engineers Society Handbook. Interior fixtures must coordinate with the décor of
the room and should not be located directly over the pool for ease of
maintenance. Exterior fixtures must coordinate with exterior design of the hotel.

Water: Water must be maintained in accordance with local code requirements and ANSI
standards. The minimum chlorine content of pool water must be at 1.0 part per million, and
the minimum bromine content of pool water must be at 2.0 part per million. The PH level
must be maintained between 7.2 and 7.8 unless more stringent requirements are specified
by local or state health officials.

Restrooms: Men and women’s public restrooms must be conveniently located near the pool
area and must comply with standards for public restrooms.

Landscaping: Outdoor pools require landscaping around the exterior perimeter of the pool
enclosure fence.
Pool Specifications
Refer to the General Conditions and Pool Safety Standards for additional specifications that
apply.
Swimming Pool (Required)

Outdoor - minimum size: Minimum 600 sq. ft. (61.0 m) water surface area is required at
hotels with less than 200 guest rooms, and 1,000 sq. ft. (92.9 m) minimum at hotels with
more than 200 guest rooms.

Indoor - minimum size: Minimum 450 sq. ft. (42.0 m) water surface area is required at
indoor swimming pools.

Depth: Maximum recommended depth is 5'-0" (1.5 m).

Pool Cover: A pool cover is required if exterior swimming pools are not maintained (i.e.
water remains clean and pool vacuumed) during the off-season. The pool cover must be, at
minimum, 12-gauge-vinyl mesh with a break-strength of 4,000 lbs. (1,814 kg) and must be
securely anchored in place.

Closing the Pool: Seasonal or extended pool closings must be identified in Property Based
Systems (PBS).
Interior Pools
Interior pools must be enclosed inside structures that separate the pool area from adjacent
interior public spaces. The pool enclosure must coordinate with the exterior design of the hotel
and must have controlled access as described in the Pool Safety Standards. Interior pools must
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meet the following standards (Refer to the Pools, Pool Recreation Equipment, and Pool
Specifications sections for additional requirements that apply to interior pools).

Entrance: An enclosed, vestibule-type entrance is required to contain pool odors.

Floors: See Decks under Recreation Facilities: Pools.

Walls: Synthetic stucco, moisture-resistant gypsum board with an acrylic texture enamel
paint and ceramic tile are acceptable finishes. When texture or paint finishes are used it is
recommended that a 4'-0" high tile wainscot be specified. Wall construction shall be
adequately designed to prevent condensation on building floors, walls, ceilings, and
windows. Refer to Public Area General Standards for minimum finish specifications.

Windows: All window frames shall be aluminum.

Ceiling (Indoor Pools): Textured finishes, gypsum board, acoustic tiles, or other materials
that are suitably finished for damp locations are acceptable. Exposed structures, conduit, or
ductwork must be designed and finished appropriately for exposed applications.

Ventilation: A central HVAC and dehumidification system is required. Performance of
HVAC and dehumidification equipment must be adequate to properly condition and
dehumidify the space.

Pool Furnishings: Must be commercial quality and rated for exterior use. All tabletops must
be shatter resistant.
Enhanced Water Recreation
Water slides, water features and waterparks are rarely approved at facilities for Holiday Inn
Express hotels. Existing water slides, water features and/or waterparks as well as new water
slides, water features and/or waterparks must comply with the Water Recreation Standard, (see
Recreation Facilities: Enhanced Water Recreation) and all Design & Construction related
requirements.
Waterparks
In addition to Holiday Inn Express Swimming Pool standards, the following requirements apply:
Design & Construction
All plans must be approved by IHG Design & Plan Review.
Size
Minimum size for waterparks is 10,000 square feet (929 square meters) continuous floor space
of open waterpark and play area, exclusive of arcade, sundries/gift shop, offices, restrooms,
lockers, and related areas. Existing approved waterparks, regardless of size, that have been
granted the waterpark designation, must comply with all elements of this standard.
Developers of waterparks must consider the size of the waterpark relative to the size of the hotel
and number of guest rooms. The general guideline (although size will vary and must be
approved on a case by case basis) is between 105 and 200 square feet of waterpark space
(waterpark and play area, excluding arcade, sundries/gift shop, offices, lockers, and related
areas) per guest room.
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Waterparks generally attract families, so there will typically be more guests per room. Therefore,
the following requirements, over and above what is stipulated for a hotel without a waterpark,
must be met by new and renovating hotels:

The hotel’s Breakfast Bar and pantry must be designed to accommodate forecasted
occupancy during peak breakfast hours, including additional breakfast equipment and
seating.

The lobby design must include a plan for the separate waterpark guest check-in.

The waterpark plans must include the separate waterpark pass sales site.

The hotel must have adequate luggage storage space.

The restrooms size and designated diaper changing areas must accommodate forecasted
traffic.

The hotel must provide an appropriate mix of room types, with leisure rooms able to
accommodate 4 to 6 persons comfortably (suites recommended) and with amenities typical
of suite rooms, such as microwaves, mini-refrigerator, activity table, towels and hangers.

Additional laundry machines are required if space allows.

It is strongly recommended that a portion of rooms include KidSuites® units. (Modular
KidSuites units are available for order through IHG’s approved supplier. Details are
available by contacting IHG Hotel Performance Support at 1-800-325-9276.)

A children’s dry activity/play area is recommended but not required.
Waterpark Features
Acoustics
Noise must not adversely affect other public areas; an STC rating of at least 50 or other methods
of offsetting sound transfer is required at guest rooms adjoining an Indoor Waterpark.
Finishes
The use of decorative, non-slip floor finishes is required, trowel and/or broom finish natural
concrete is not acceptable; all exposed ceiling conduit, duct work, equipment deck, and structure
must be designed and finished appropriate to the waterpark decor concept; exposed insulation
must be rigid board type finish painted to match decor.
Lighting
Appropriate decorative fixtures for recreation and leisure functions; dimmer control required;
accent lighting encouraged; all steps within the facility and any stairs to slides must be
illuminated.
Landscaping
The waterpark area must be professionally landscaped using abundant and lush artificial plants
as theming may dictate. Live plantings are permitted only if properly maintained at all times;
landscape lighting is encouraged. Landscaping must be included in the plans submitted to IHG
Design & Plan Review for approval.
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Theme
The waterpark area must be visually appealing and have a theme. The theme is at hotel’s
discretion but must be approved by IHG Design & Plan Review
Furniture
All furnishings inclusive of seating, tables, decorative lighting, free standing planters must be
coordinated throughout the space and be selected to support the recreation theme. All
furnishings must be approved by IHG Design & Plan Review.

Pool seating must include chaise lounge, armchairs, and dining style chairs when used with
tables. Molded plastic construction is not permitted for chairs or chaises. Seating may be
wood or high quality welded frame construction. Cloth or vinyl strap seat webbing is
permitted. Upholstered cushions are encouraged at pool side seating but are not required.

Poolside tables must include dining and occasional style. Molded plastic tables are not
permitted. Table frames and bases may be wood, high quality welded frame construction,
or cast stone. Table tops may be clear acrylic, cast polymer, decorative ceramic, stone, or
cast stone. No glass tops are permitted.

“Market Style” umbrellas are strongly encouraged at poolside and in casual seating areas in
the Indoor Waterpark. Market umbrellas will add color and scale to the space.
Spectator Observation Area
A spectator observation area is recommended where space allows, but is not required.
Fitness Center
For new and renovating hotels, the installation of a fitness center in the waterpark area is not
permitted.
Activities
Additional dry activities such as putting greens, sports simulators, etc. are strongly encouraged.
Game Room
A Game Room adjacent to the waterpark is recommended and, when provided, must comply
with all Holiday Inn Express Game Room standards.
Sauna
The sauna, if provided, must be sized to accommodate six or more persons. It must be located
in a semiprivate area with an outside observation window; operating limit timer and non-lockable
door required.
Restrooms and Locker Area
Men’s and women’s public restrooms are required within the waterpark area and must comply
with standards for public restrooms.
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For new and renovating hotels:

A changing area is required with access to lockers.
The recommended number of lockers per square foot of waterpark will vary based on the
hotel’s forecast for percentage of hotel guest use vs. day-pass use (hotel guests are less
likely to use lockers than non-hotel guests). The hotel’s architect must provide
recommendations for this element based on the specific configuration of the project. The
number of lockers must be approved by IHG Design & Plan Review.
A general guideline for number of lockers is:

Hotel guests: 1 locker per 500 SF of waterpark

Non-hotel guests: 1 locker per every 160 SF of waterpark
Environmental Recommendations
Hotels can limit impact to the environment during the design & construction process, by
instituting conservation measures and by planning efficient energy usage. Examples include
adequately insulating the building, ensuring properly sized HVAC equipment, and using the most
efficient lighting, plumbing, heating, and cooling systems available.
A waterpark hotel has a unique opportunity to cool rooms by discharging heat from rooms to
pool water. Also, UV treatment of chlorinated water can reduce chloramines, and allow fewer air
changes per hour for more efficient comfort control in the waterpark.
Waterpark hotels are encouraged to discuss the environmental impact of the project with their
architect and aquatics designer to determine what elements can be implemented with their
specific projects.
Water Slide(s)
All plans must be approved by IHG Design & Plan Review
All slides must be constructed in accordance with all applicable Full Requirements (see
Recreation Facilities: Enhanced Water Recreation), including the Specifications for Water
Recreation Components regarding safe slide height relative to water depth, “kiddie” slide
requirements and any other safety requirements.
Finishes
concrete is not acceptable.
236
Water feature(s)
All plans must be approved by IHG Design & Plan Review
All water features must be constructed in accordance with all applicable Full Requirements
(stated above) and any other applicable safety requirements
Finishes
concrete is not acceptable.
Corridors

Public Corridors: Public corridors that provide transition from a primary public space (i.e.,
the Lobby or Great Room) to the guest room corridors must be designed and finished to
coordinate with the Lobby or Great Room. Architectural elements (such as dropped headers,
cased openings, decorative pilasters, etc.) that create natural transition points from
Lobby/Great Room finishes to guest corridor finishes must be provided. Transition of
finishes must occur at a point beyond the primary public spaces of the hotel.

Guest Room Corridors: Guest room corridors must reflect the design standards of the
guest rooms to which they give access. The design and décor must provide an attractive
transition from the lobby to the elevator and, subsequently, to the guest room.

Exterior Corridors: Exterior corridor hotel design is prohibited for Holiday Inn Express
brand properties.

Floors: Carpet, ceramic tile, porcelain tile, or a combination of these materials are the only
materials that can be used. Patterns or borders that visually interrupt the long, narrow
character of corridors should be incorporated into the flooring design. Refer to Public Area
General Standards for minimum finish specifications.

Walls: Walls must be recessed a minimum of 6" (15.24 cm) toward the guest rooms at guest
room entryways to visually interrupt the long, narrow character of corridors. Vinyl wall
covering is the preferred finish. Textured wall finishes are allowed. Painted wall finishes are
prohibited. A wood or ceramic/porcelain tile wall base that coordinates with the Lobby wall
base is encouraged for ground floor corridor connecting to the Lobby. Carpet or vinyl/rubber
wall bases are required minimums. Refer to Public Area General Standards for minimum
finish specifications.

Ceilings: Ceiling designs must include changes in height and/or materials to visually
interrupt the long, narrow character of corridors and to highlight the guest room entryways.
Acoustic tiles and gypsum board are the minimum finishes allowed. Refer to Public Area
General Standards on for minimum finish specifications.

Lighting: A mixture of decorative wall-mounted sconces, recessed can lighting, and/or
decorative surface-mounted ceiling lighting is required for the corridors. Concealed
fluorescent tube lighting with prismatic acrylic, parabolic, or egg-crate type diffusers is not an
acceptable design solution for guestroom entryway or corridor lighting. Concealed lighting
solutions are subject to advance approval from IHG. Light level must be sufficient to
illuminate the corridor finishes and room numbers and to ensure visibly safe passage
(minimum 20-ft. candles). Refer to Public Area General Standards for minimum lighting
specifications.
237

Guest Security: Access to guest room corridors must be limited to registered guests and
hotel employees only. Guest-keyed electronic locks must be provided at all public entrances
to the hotel allowing access to the guest corridors. This standard applies to all public
entrances except for the main Lobby entrance. Also see standards regarding access to
guest room corridors from parking garages and stairwells.

Signs: Interior signage requirements and illuminated exit sign requirements can be found in
See Signage.

Room Numbers: Room numbers must be located on the wall near the latch and must be
mounted 60" (1.5 m) above the finished floor to the center line of the sign. Room numbering
must be in sequential order.
Secondary Public Entrances
Electronic locks are required at all secondary public hotel entrances allowing access to the guest
room corridors (excluding the main Lobby entrance). Hotel management may determine the
times these doors are locked based on their individual market needs.

Entrances must be minimum 5'-0" (1.5 m) wide; 6'-0" (1.83 m) preferred; 7'-6" (2.3 m) ceiling
height is required; 8'-0" (2.4 m) ceiling height is preferred.

Emergency Exits: Refer to Emergency Exits on Floors for a listing of exit requirement for
corridors.

HVAC: Corridors must have HVAC systems that provide mechanically heated and
refrigerant-cooled air to ensure a comfortable atmosphere year round. Long corridors may
require centrally located HVAC systems in addition to end corridor through-wall HVAC units
(at the discretion of IHG design review). All corridor HVAC designs are subject to IHG
approval.
Stairs & Stairwells
Egress Stairs

Ceilings: Paint is the minimum acceptable ceiling finish for concrete ceilings. Any other
exposed structural systems must be finished with gypsum board or acoustic tile. See Ceiling
for ceiling materials and finishes allowed in public areas

Ornamental Stairs (When Provided): Ornamental stairs are defined as decorative stairs
and staircases that are exposed to the Lobby or Great Rooms. When provided, ornamental
stairs and staircases must be in keeping with the design theme of the space and must be
finished with materials compatible with the décor of the room. Millwork finishes are
encouraged. Handrails and balusters must be decorative in appearance (See Safety &
Decorative Railings for additional standards that apply). Upper floor balconies (functional or
false) overlooking two-story spaces are encouraged, but must have ornamental guardrails
and must be designed such that guest room entrances are not exposed to any multi-story air
space.
238
Elevators
Elevator service is required at hotels where guests have to walk more than one (1) floor from the
lobby or parking area to the guest rooms.

Minimum Number of Elevators: For hotels five (5) floors or less, one (1) elevator per one
hundred (100) guest rooms or less above the second floor is required. For hotels six (6)
floors or more, the number of elevators required will be determined by individual analysis of
the design and subject to IHG design approval.

Doors: Minimum door opening: 3'-0" (0.9 m) side opening or 3'-6" (1.07 m) center opening
width. To isolate elevator traffic noise from the guest rooms, doors must not open directly
across from a guest room entrance on any floor.

Cabs: The interior cab finishes must be consistent with the elevator lobby or main lobby
décor. At minimum, high-pressure plastic laminate wall panels are required with carpet or
decorative floor tile. Provide a minimum of one handrail wall-mounted between 30” and 32”
above cab floor surface on rear wall only, unless local code requires otherwise. Elevators
which include both front and rear door openings will require handrails on both side walls.
Lighting fixtures must be integrated in the ceiling of the cab.

Controls: Cabs must have control panels equipped with touch-sensitive buttons and dooropen buttons.

Minimum Elevator Speeds
Hydraulic: 3-4 Stories = 85 fpm (26 mpm) Up, 125 fpm (38 mpm) Down;
5-7 Stories = 125 fpm (38 mpm) Up, 175 fpm (53 mpm) Down.
Electric: 5-7 Stories = 200 fpm (60 mpm)
8-15 Stories = 300 fpm (91 mpm)
16-21 stories = 350 fpm (107 mpm)
Above twenty-one (21) stories = Speeds will be determined by individual analysis of the
hotel and are subject to IHG design approval.
Elevator Lobby
An elevator lobby (sized to accommodate waiting guests and control noises) must be provided
on each floor of the hotel.

Location: The ground floor elevator lobby must be adjacent to the hotel Lobby/Great Room
and ideally within view of the registration desk.

Design and Finishes: Elevator lobby design, décor, and finishes must coordinate with
adjacent guest corridors. Design appeal should be enhanced at the ground floor elevator
lobby to create a seamless transition from hotel Lobby to guest corridor finishes. Artwork,
floral arrangements, and soft seating are encouraged on all floors.

Doors: Doors with ventilation grills or of industrial or utility closet-quality may not open
directly into the lobby.

Lighting: Must coordinate with guest room corridor lighting. See Guest Corridor Lighting for
minimum requirements. An enhanced lighting selection that coordinates with the hotel lobby
is encouraged for the ground floor elevator lobby.
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Garage Elevators
Elevators servicing a parking garage may access guest room corridors, provided such access is
limited to registered hotel guests and hotel employees only. Designs for controlling access to
guest corridors are subject to advance approval by IHG. Garage elevator designs that are not
approved in advance by IHG may not access the guest room corridors.
Service Elevators
The requirement, capacity, and location will be determined based on an individual analysis.
Vending Area/Guest Laundry
At minimum, one (1) vending area per sixty (60) guest rooms is required. If there are less than
thirty (30) guest rooms per floor, guest vending may be provided at every other floor. A Guest
Laundry is optional; if provided, the following standards apply.

Vending Location and Screening: Vending machines must be located in noise-isolated
alcoves or rooms at locations convenient to the guest rooms. Vending machines must not be
visible from the elevator lobby. When vending machines are not placed in a designated
vending room enclosure, an alcove or other screening that conceals the sides, backs, and
all power cords of vending equipment must be provided. Vending machines may not be
visible from the Lobby or Great Room.

Floor: A ceramic, porcelain or quarry tile floor is required. Floor drains are recommended for
laundry rooms.

Walls: Paint is the minimum acceptable finish. A cove-type wall base matching the material
and color of the floor finish is required. Refer to Public Area General Standards for minimum
finish specifications.

Ceiling: Refer to Public Area General Standards for minimum ceiling finishes and
specifications.

Drink Machine: One (1) cold drink vending machine (minimum) with canned or bottled
drinks is required in each vending area.

Ice Machine: One (1) free ice-dispensing machine (minimum) is required in each vending
area. Ice machine must be a self service, button, or token-operated, single serving type
machine with a minimum production capacity of 175 lbs. (79 kg) per 24-hour period and a
bin capacity of 200 lbs. (90 kg). Open-bin access is prohibited.

HVAC: When vending machines are located in an enclosed room, the HVAC system must
be designed to remove excess heat generated by the machines and maintain a comfortable
atmosphere equal to that of the guest corridors.

Lighting: Recessed office-type fluorescent fixtures (2' x 2' (61 cm x 61 cm) square only with
parabolic diffusers) are allowed in concealed vending rooms, but not in vending/laundry
alcoves.
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Guest Rooms
In the event of discrepancies between written brand standards for guest rooms and diagrams of
guest rooms or guest room components, these written standards shall take precedence.

Room Types and Layout: The hotel room mix (King, queen and double-bed guest rooms)
is market driven.

Non-Smoking Rooms: The hotel must designate and maintain at least seventy-five (75)
percent of guest rooms for non-smoking guests at hotels in the U.S. and Canada and at
least ten (10) percent at hotels outside the U.S. and Canada.
Minimum Dimensions
The following minimum dimensions for guest room are clear dimensions and exclude the
bathroom, entry foyer, dressing and closet areas.

All guest rooms with a single bed (queen or larger), or two beds must be 12'-0" x 18'-0" (3.65
m x 5.5 m) or 216 sq. ft. (20 m 2 ) minimum. Rooms smaller than the required 12'-0" x 18'-0"
are permitted on a limited basis only where architectural elements such as elevators or
laundry chutes protrude into the guest room bay.

Guest rooms with single double beds must be a 12'-0" x 14'-0" (3.65 m x 4.26 m) or 168 sq.
ft. (15.6 m) minimum.

Rooms smaller than the required 12'-0" x 18'-0" are permitted on a limited basis only where
architectural elements such as elevators or laundry chutes protrude into the guest room bay.
Acoustics

Walls: Partitions must provide an STC 50 (48 dB) or better between guest rooms and
adjacent spaces.

Floors: Must provide STC 50 (48 dB) or better and 55 IIC (Impact Insulation Class) or
better.
Closets
Required in all guestrooms. Closet interior width must be 2'-6" (76.2 cm) minimum. A laminate
covered shelf (plastic-coated shelves are an acceptable alternative) with a 15" (38.1 cm)
minimum depth is required inside the closet. A chrome rod (minimum 1" diameter, 25 mm)
mounted on the underside of the shelf is required.
Entrance Doors

Doors: doors must be 3'-0" x 6'-8" (0.91 m x 2.03 m), 1" (2.54 cm) solid core with a
hardwood finished surface or 1-3/8" (3.5 cm) sound insulated metal. Plastic laminate,
embossed, and panel-style doors are acceptable.

Door frame. Shall be hollow metal (one piece or knock down).
241
Connecting Room Doors
Connecting room doors are optional except for wheelchair accessible rooms. At least one
wheelchair accessible room must have connecting doors leading to an adjacent, non-accessible
room.

Doors & Frames: Connections between two guest units require two doors (one opening into
each room). Refer to the Entrance Door standards for minimum size, material, and
performance specifications required for connecting room doors and frames.
Connecting Door Hardware
Each connecting door must be operable from the guest room side only. A mortised, thumb-turn
dead bolt (1" min. throw that protrudes through the frame) and pull knob (or lever) are required
on the operable side of the door. A blank plate barring access to any screws or bolts must be
placed on the opposing guest room side of the door to prevent tampering. Hardware must
coordinate with entry door hardware.
Windows and Sliding Glass Doors
Each guest room must have a minimum of 24 sq. ft. (2.2 m) of glass area.

Window Design: Windows should have a vertical orientation and must be at least 4 ft. x 5
ft. or 20 sq. ft. (1.22 m x 1.524 m or 1.86 m 2 ) in size. Windows must be double-glazed
thermal pane windows. Windows must be centered within the guest rooms unless offsetting
benefits the overall appearance of the hotel’s exterior design (at the discretion of IHG), in
which case a minimum of 24" (61 cm) clear space must be provided between the edge of
the window and the nearest guest room wall to accommodate the drapery panels.
HVAC Systems
A heating, ventilating and refrigerated cooling system is required in each guest room. Throughwall units must be architecturally compatible and flush-mounted with the front face of the grill
and unit not to exceed 3" (7.62 cm) from the finished exterior face.

Room Temperature: All hotels must set a temperature between 65° F (18°C) - 79° F
(27°C) (dependent on time of year) in advance of guest arrival, for any rooms which may
accommodate guests that day.

Controls: All guest room HVAC systems must have individual, in-room thermostat control of
heating and cooling year-round and on-demand. Clear instructions on how to operate the
heating and air conditioning must be on or near the HVAC operating controls unless a wallmounted thermostat is used.

Single-Room HVAC systems: Through-wall horizontal PTAC units are acceptable for
heating and cooling of single-room guest units that adjoin exterior walls. Horizontal PTAC
units must be centered beneath the window with full window width, continuously horizontal
louvered HVAC grills. Through-wall HVAC designs that do not meet these requirements
must be approved in advance by IHG.

Multi-room HVAC systems: Multi-room guest units featuring sleeping, dining, or living
spaces in separate interior rooms that do not adjoin an exterior wall require a multi-room
HVAC system. Multi-room systems may be vertical PTAC units, central HVAC, or other
system designed for multi-room HVAC service. The system must provide individual
thermostat control for on-demand heating and cooling in each room.
242

Installation: All through-wall PTAC units must be mounted such that the front face of the
grill does not extend more than 3" (7.62 cm) from the exterior finish of the hotel. Ductwork
and wiring for multi-room HVAC systems must be concealed with an architectural enclosure
in keeping with the finishes and décor of the room.
Wiring for Electrical and Telecommunications
Electrical outlets must be located to accommodate the required lighting and equipment with the
minimum length electrical cord. Extension cords and/or adapters without built-in circuit breakers
are prohibited. Back-to-back outlets in common walls must be soundproofed.
Guest Room Furniture, Equipment and Décor
Desk Sets
Effective November 30, 2012, new and renovating hotels must provide a Desk Set in all guest
rooms as follows:

One (1) Desk

One (1) Ergonomic Desk Chair

One (1) Desk Lamp
Hotels must comply with the Design Review Submittal Process standard when purchasing new
or replacement items. See Design and Construction for Approval Process.
Bed Size

Effective November 30, 2012, beds must be Queen-sized or larger

Minimum Dimensions: 60” x 80” (1.52m x 2.03m) or in some cases 63” x 79” (1.6m x 2m)
Bed Sets (Mattress, Box Spring, and Frame/Bases)

For hotels in the U.S. and Canada:
o

Size and Design Standards: New and replacement bed sets must be selected
from the current models offered as “Pre-Approved” on
www.ihgdesignconnect.com.
For hotels outside the U.S. and Canada:
o
Bed Sets must be approved in advance of purchase by IHG Design and Plan
Review.

Bed Frames and Bases: For hotels using a fitted box spring cover rather than a traditional
bed skirt or dust ruffle, a sturdy metal bed base is preferred in lieu of a bed frame with legs.
Bed bases and frame must provide support at edge or outer perimeter and center of box
springs.

Platform beds (a product in which a base about the same height and width as the mattress
is used in lieu of a box spring) are not permitted.
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Sleeper Sofas & Rollaway Beds
See Hotel Guest Rooms: Sleeper Sofas & Rollaway Beds for requirements.
Cribs
See Hotel Guest Rooms: Cribs for requirements.
Guest Room Décor
IHG has available highly leveraged, cost-effective Standardized Room Décor (SRD) schemes.
The schemes can be found at http://www.ihgdesignconnect.com.
Décor Scheme
The Holiday Inn Express® “Décor Scheme” includes all items in the Soft Goods Category and
Hard Goods Category as defined below:

Soft Goods Category: Soft Goods Category items are defined as carpet, draperies/window
treatments, upholstered items (e.g., chairs, ottomans and luggage benches) and
bedspreads/coverlets/dusters.

Hard Goods Category: Hard Goods Category items are defined as all other furniture in the
room, including case good pieces such as headboards, nightstands, credenzas/dressers,
armoires, desks, and tables as well as wall covering, artwork, mirrors, and lamps.

Furnishings - Minimum Pieces Required: The furnishings listed in the chart below are
required. Refer to the technical specifications for specific item information.
Double Queen Guest Room
Two (2) queen beds with
headboards
One (1) oversized (30" to
36" wide) nightstand with
One (1) lamp
One (1) 3 drawer
HDTV Chest
One (1) luggage bench
OR folding luggage rack
One (1) desk set with
One (1) ergonomic desk
chair and
One (1) desk lamp
One (1) lounge chair with
One (1) occasional table
and
One (1) floor lamp
One (1) Framed Full Length
Mirror within Sleeping Area
or Entry Area
Artwork
Single King Guest Room
One (1) king bed with headboard
Two (2) nightstands
with One (1) lamp each
One (1) 3 drawer
HDTV Chest
One (1) ergonomic desk chair and
One (1) desk lamp
One (1) lounge chair with One (1)
ottoman, One (1) occasional table
and One (1) floor lamp
OR
Two (2) club chairs with One (1)
corner table and One (1) lamp OR
One (1) sofa or sleeper sofa with
One (1) cocktail table and
One (1) floor lamp
One (1) Framed Full Length Mirror
within Sleeping Area or Entry Area
Artwork
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Single Queen Guest Room
One (1) queen bed with
headboard
Two (2) nightstands
with One (1) lamp each
One (1) 3 drawer
HDTV Chest
chair and
One (1) desk lamp
One (1) occasional table,
One (1) floor lamp and
One (1) ottoman (where
size permits)
Mirror within Sleeping Area
or Entry Area
Artwork
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
Furnishings - Minimum Pieces Required: The furnishings listed in the chart below are
required for all rooms designated as suites.
Living Room Area
Double Queen Guest Room
Single King/Queen Guest Room
One (1) sofa bed with
One (1) coffee table and
One (1) end table with
One (1) lamp
One (1) occasional table
and One (1) lamp suitable
for reading
One (1) HDTV Chest
Minimum three (3)
Drawers.
Minimum height
requirement of 32 inches.
chair and
One (1) desk lamp
Two (2) queen beds
with headboards
One (1) king or queen bed
with headboard
One (1) oversized
nightstand with
One (1) lamp
Two (2) nightstands with
One (1) lamp for each
One (1) HDTV Chest Minimum
three (3) Drawers.
Minimum height requirement of 32
inches.
One (1) HDTV Chest Minimum
three (3) Drawers.
Minimum height requirement of 32
inches.
One (1) luggage bench or
folding luggage rack
One (1) luggage bench or
folding luggage rack
Mirror within Sleeping Area or
Entry Area
Mirror within Sleeping Area or
Entry Area
One (1) wall lamp near
dressing/luggage area
One (1) wall lamp near
dressing/luggage area
Artwork
Artwork
In king/queen suites, hotels
are encouraged to also
provide:
One (1) large table with
Two (2) Activity chairs
(near
kitchen area) with One (1)
floor lamp
Artwork
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Technical Specifications
All materials used in the guest rooms must be inherently flame retardant or pretreated to meet or
exceed minimum requirements for a “Flame Resistant” rating in accordance with current NFPA
Standard 701 (Methods of Fire Tests for Flame Resistant Textiles and Films), NFPA 255 (Test of
Surface Burning Characteristics of Building Materials) and local fire and building codes.

All products must meet or exceed applicable state and local codes.

No products may infringe on any third party patents, copyrights, trademarks, or other
intellectual property rights.
Floor Covering
All floor finishes throughout the guestrooms of the property must meet the following
specifications. All floor finishes must have a minimum static coefficient of friction of 0.6 ASTM
1028 (wet and dry).


Broadloom carpet must meet the following minimum specifications:
o
Tufted cut pile or tip shear with enhanced loop (50% max loop allowed) in a
graphic pattern composed of at least two (2) yarn colors
o
32-oz. (tufted pile weight), .281 average pile height, 31 stitches per 3 inches
o
2600 Denier yarn size, 100% Solution Dyed Nylon
o
Density factor 5,284; weight density 169,088
o
Woven polypropylene primary backing, woven synthetic secondary backing
o
Permanent static control of less than 3.0 kV
o
Flammability Ratings: DOC FF 1-70 - Passes, ASTM E-648 Radiant Panel-Class
I; ASTM E-662 NBS Smoke Chamber - less than 450
o
A commercial grade carpet pad is required
o
Ten-year (10) limited warranty
Carpet Tile must meet the following minimum specifications:
o
Tufted cut pile or tip shear with enhanced loop (50% max loop allowed) in a
graphic pattern composed of at least two (2) yarn colors;
o
100% Solution Dyed Nylon;
o
Carpet Tile is required to have an attached Cushioned Pad
o
Ten-year (10) limited warranty.
o
Contact Design and Construction for minimum tufted pile weights.

Alternate Floor Coverings: Alternate flooring is subject to IHG review and approval. Tile,
natural stone and wood, or vinyl wood plank flooring options are acceptable alternatives with
prior IHG approval but must in any case have a non-slip finish with a minimum coefficient of
friction of 0.6 in accordance with ASTM 1026.

Wall Base: A minimum 2.5" (10.16cm) high wall base is required. Wall bases may be
carpet, base, bull nose tile, millwork profile vinyl, or wood to coordinate with the wall finish
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and be the same construction specification as the flooring. Carpet wall bases must have a
hemmed top edge.

Window Treatments (Draperies and Drapery Fabric): All windows and sliding glass doors
must have window treatments. Draperies and drapery fabric must comply with the following
minimum specifications:
o
Window treatment styling must be fixed side panels flanking window with separate
sheers and separate blackout drapery against window; side panels to be full
height, sheers and blackouts to be full height as well, except when located directly
above PTAC units.
o
A tailored valance across the full width of window treatment required.
o
Vertical blinds are not allowed.
o
Side panels and valance face fabric must meet the following specifications:











100% Continuous Filament Polyester.
100% Inherently flame resistant yarns. Topically treated yarns or fabrics are not
permitted.
Must pass current NFPA 701.
Must pass ASTM D 3511 (brush pill) and ASTM D 3512 (random tumble) to a
minimum of a 4 rating.
Must achieve a minimum of 15,000 double rubs (wire) per ASTM D 3597-95A
Wyzenbeck.
Must exhibit a minimum of 30 lbs. of tear strength per ASTM D 434-95 in both
directions.
Must shrink less than 3% over its lifetime per AATCC 135-2000 in both
directions.
Minimum weight requirements are as follows:
6.5 – 7 oz per linear yard for 54”width.
14.2 – 15.3 oz per linear yard for 118” width.
15.2 – 16.3 oz per linear yard for 126” width.

Separate blackout drapery must be of FR 3 pass, white blackout fabric and fabricated to
prevent light leakage; fixed side panels and valance must be lined with same blackout or
with FR 2 pass, white blackout fabric.

All drapery (side panels, sheers and blackouts) to be 200% fullness minimum, baton draw,
overlock safety stitch and serged, French pleat style, 4" (10.2 cm) double heading, 4" (10.2
cm) double hem, 1-1/2" double side hem; blackouts must be fabricated and installed in a
manner that precludes light leakage or transfer of light (“Z” fold bottom hem, etc.).

Blackout drapery must have sufficient overlap at center and/or sides to preclude transfer of
light; all drapery to have sufficient return to wall to preclude light transfer and/or view.

Buckram must be triple dip and washable; batons (2'-6" long in typical room, 4'-0" long in
handicap), front mounted; 1" (2.54 cm) covered lead weights tacked at hemline on each
seam, except directly above PTAC units, covered weight strip must be used across entire
hem to prevent blowing.

Stacking must occur behind fixed side panels; drapery may be symmetrical or asymmetrical
according to the window location and architectural conditions.

Print pattern and color of fixed side panels and valance face fabric must be submitted for
approval.

Pattern must be matched at seams; seams hidden behind pleats; length of non-decorative
fabric elements (linings/sheers/blackouts) must not exceed length of the decorative drapery.

Seating and Upholstery Fabric: Fabric upholstery is required for all seating and must meet
the following minimum specifications:
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
All seating must have a residential styling with commercial-quality material and construction
sled-base chairs. Exposed metal frame seating or plastic frame seating is not allowed.

Upholstery fabric and cushion foam must meet local codes.

Foam must meet California Technical Bulletin 117 (TB-117), Motor Vehicle Safety Standard
MVSS 302 and International Standard BS 5852-Crib-5.

Vinyl or vinylized fabric allowed with prior IHG approval; no printed fabrics allowed.

All upholstery must be 30,000 double rubs minimum and be treated for soil and stain
resistance, except desk chair, bench, and dining chair upholstery, which must be as
indicated below.

Ergonomic desk chair, activity chairs, lounge chairs, and bench upholstery fabric must be
Woven Jacquard Crypton® or have equivalent features and quality (exceeds 100,000 double
rubs; exceeds NFPA 260; can be laminated with Intek Fireguard backing for more stringent
fire codes; intrinsic stain resistance and moisture barrier, yet breathable; anti-bacterial and
anti-microbial). For complete Crypton® specifications, reference the Standardized Room
Décor Section or contact the Design and Plan Review Department.

Ergonomic desk chair must have arms, swivel tilt mechanism, adjustable height mechanism,
5-prong base with casters appropriate for carpet, and upholstered seat and back. Upholstery
content must be one of the following:
o
100% polyester, or
o
Polyester/Cotton blend of no more than 65% Cotton, or
o
Polyester/Nylon blend of no more than 40% Nylon, or
o
Polyester/Acrylic blend of no more than 65% Acrylic.
o
All non-exposed frame lumber must be sound grade, kiln dried, and mixed
hardwoods for strength and dimensional stability; no metal frames or plastic
frames allowed. Plywood parts, if used, must be of hardwood plywood.

When style includes exposed wood trim or integral exposed wood legs, all such parts must
be milled from kiln-dried hardwood, be premium grade.

Upholstered pieces must have batting over all seating and body contact services, Dacron or
equal polyester batting; outer arms and backs must be fitted with heavy-grade cardboard or
synthetic fabric stapled to the frame members and padded with foam and/or batting.

All seating having loose cushions must have self decking at seat and self back behind back
cushions.

Seating must be warranted for a minimum of two (2) years.

Hard goods must meet the following minimum specifications. All styles, patterns, and colors
must be submitted to the Design and Plan Review Department for approval.

Wall Covering: Must be vinyl wall covering or textured acrylic wall finish.

Vinyl wall covering must meet the following minimum specifications:
o
15-oz. Type I, Class A vinyl.
o
Fire classifications: ASTM E-84 Class “A”; Test Results: Flame 5, Smoke 10.
o
Textured wall finish must meet the following minimum specifications:
o
Acrylic-based splatter knock-down finish.
o
Incombustible and non-toxic.
o
Scrubbable, durable, and breathable.
o
Colorfast with integral pigment.
o
5-year performance warranty; 5-year mold/mildew warranty.
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o
Sample and specifications must be submitted in advance for approval.

Wall base may be rubber base (low profile 2-1/2" (6.35 cm) to coordinate with the wall finish
or carpet base to coordinate with and be the same construction specification as the carpet.

Painted walls or painted wall vinyl is not acceptable.

Ceilings: Must be sprayed (light texture) with a sound absorbent product (USG Sheetrock®
Ceiling Spray Texture or equal). Smooth painted drywall is an acceptable finish for the
bathroom ceiling.

Artwork: Two (2) framed pictures are required in the guest room sleeping area. All materials
used must meet or exceed the hotel’s local fire regulations. All artwork must comply with the
following minimum specifications:
o
Mat to image; any writing must be covered.
o
Image to be dry-mount or wet-mount to backing of either coreboard or foam core.
o
Matting to meet SRD specifications or approved on project basis. Beveled mats;
mat 3" (7.62 cm) minimum at top and sides, 3-1/4" (8.26 cm) minimum at bottom;
double-matted artwork is preferred and, when used, inside may must be 1/4" (0.64
cm) minimum. Must submit colors for approval.
o
Regular glass, 2.2 mm thickness minimum, single strength.
o
Frames to be composed of all wood or MDF core with “Compo” profiling; no
plastic frames or metal frames.
o
Finished frame sizes: to at least meet or exceed SRD size.

Headboard (29" x 40" mini) and Side Wall Art (26" x 30" mini): Profile must be at least
four (4) levels of carvings, width 2-3/8" (6.03 cm), depth 1-1/4" (3.18 cm), finish hot stamp
metallic with tone to coordinate with décor (tone may be brushed, rubbed, broken leaf type
to enhance profile and reduce maintenance).

Other Art: Profile must be at least four (4) levels of carvings, width must be 1-1/2" (3.81
cm), depth 1-3/8" (3.49 cm), finish hot stamp metallic with tone to coordinate with décor
(tone may be brushed, rubbed, broken leaf type to enhance profile and reduce
maintenance).
o
Security brackets must be provided. Exposed mounting hardware is prohibited.
o
All wall mounted décor must be securely mounted to the wall using a concealed
mechanism.
o
All materials must be consistent with the hotel’s local fire regulations.
Case Goods
Case goods must meet the following minimum specifications:

General construction must be hardwood solids/edges with high-pressure laminate matching
the pattern/finish of the specified wood species on all vertical surfaces and end panels (no
vinyl).

Preferred alternate construction: wood veneer of the specified species on all vertical
surfaces and end panels.

End panels must be high-pressure laminate or three-ply veneered construction with contract
grade flakeboard core of minimum density of 45 lbs., PVC-banded on bottom edge to
prevent moisture absorption.

Active horizontal top surfaces must be matching laminate in “overlay” style (not inset) with 11/2" (3.81 cm) minimum perimeter banding of shaped hardwood edge of the specified
species; substrate to be contract grade flakeboard core of minimum density of 45 lbs.
250

Drawer box construction must be contract grade. Interior of drawer box must be smooth and
sealed.

Drawer glides must be side mounted, with a 60 lb. rating.

Door fronts must be of high-pressure laminate or three-ply veneered construction with
contract-grade flakeboard core with minimum density of 45 lbs., stripped with 1-3/4" (4.45
cm) solid hardwoods on the two (2) vertical planes to eliminate warpage and better secure
hinges.

All back panels must be recessed 3/4" (1.9 cm) to allow for electrical cord management. All
exposed edges must be finished with a wood veneer or laminate

Case construction must have full top rail at front and back, full bottom panel and full back
bottom rail in all cases; all cases must be secured with cleats, corner blocks, screws,
dowels, and glue.

All cases with large doors must have four (4) adjustable glides, one in each corner of the
case. Items must be of minimum size as follows:
Item
One-piece
Desk
Size
24" D x 48" W;
Four (4)-leg style (panel sides prohibited)
Standard: 22" W x 16"D or
Oversize: 30" W x 16" D (minimum)
Nightstand
To coordinate with mattress size
Headboards
HDTV Chest (with cabinet base and
coordinating back panel)
Dresser/credenza

HDTV chest with back panel with minimum three (3)
Drawers.
Minimum height requirement of 32 inches.
Minimum two (2) Drawers 66" W x 20" D x 23" H;
Two-Drawer units must have faux drawers below the
operating drawers or a solid flush panel.
Lighting: All lamps and lighting fixtures must comply with the following minimum
specifications:
o
Guest room entry must have at least one fixture wall-switched at the guest room
entrance.
o
All electrical cords must be as short as possible and be concealed from guest
view.
o
1500 lumen (minimum) fluorescent bulbs may be used in any lamp (preferred) or
100-watt incandescent light bulbs must be used in all single-bulb lamps, and 60watt (minimum) incandescent light bulbs must be used in all double-bulb lamps.
o
Compact fluorescent bulbs must not emit a noise, interfere with the television set,
or flicker.
o
In coastal areas it is recommended that all hardware must have powder-coated
finish on all lamps.
o
All lighting fixtures must be UL-approved and meet all applicable local codes.
o
All lamps must have push-button base switches (2-way or 3-way), and floor lamps
must have push-through socket switches.
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Effective November 30, 2012, additional requirement for table lamps:
New and Renovating hotels: Table lamps must include a convenient electrical
outlet in the base with rating labeled.
All hotels: Upon replacement of table lamps due to condition, hotels must
comply with this requirement.
o

Desk lamps must have two (2) bulbs with 3-way push button switch in base and
an electrical outlet with rating labeled; desk lamps may also have telephone
jack/outlet (hotel should determine availability of telephone lines prior to ordering);
must provide sufficient insulating construction to prevent any interference; height
must be 26" (66 cm) minimum; 18-gauge black cord.
The minimum foot candles must be as follows:
Location
Desk or table
Bedside
Leisure chair or
sofa grouping
Entrance
Mirror at sleeping area
Foot Candles
40 foot candles at work surface level directly beneath the fixture
40 foot candles at the base of the fixture
15 foot candles at the base of the fixture or
30 foot candles on the top of the arm of the sofa or chair
3 foot candles ambient lighting under the fixture
7 foot candles at center of mirror; when this mirror is located above the
desk, the desk lighting requirements apply
Full-length mirror at
dressing area

10 foot candles at center of mirror

Base must be weighted to ensure stability.

Wall lamps must be hardwired or are to have cord covers (finish to match lamp
body). Cord covers are to conceal wire from lamp body to wall base.

Lamp at double/double nightstand must have two (2) bulbs with 3-way push button
switch in base.

Nightstand lamp height must be 28" (71.12 cm) minimum.

Lamp styling is to be residential in appearance. Older style lamps (i.e. wall
mounted swing arm lamps brass or chrome finish) are not acceptable. Updated
wall lamps of any type require prior IHG approval.
Mirrors: A full-length mirror must be provided in the sleeping area or the entry area,
preferably adjacent to the closet. Note: If a double hinged pivot/swing mirror closet door is
provided, this fulfills the full length mirror requirement.
All mirrors must meet the following minimum specifications:
o
All mirrors must be framed.
o
Mirror must be made of 5 mm distortion free, polished float glass with corrugated
cardboard (or equal) backing.
o
Frames must be composed of all wood or MDF (Medium-density fiberboard) base
with “Compo” profiling; no plastic or metal frames allowed (minor decorative
elements of frame can be laminate, plastic, metal, or other material).
o
Finished frame must be the following sizes at minimum:
Mirror Item
Guest room
mirror
Full length
Mirror Size
Vertical orientation, 28" x 45" (71.1 cm x 114.3 cm) minimum framed overall
Vertical orientation, 24" x 60" (61.0 cm x 152.4 cm) minimum. Framed mirrors
252
are required in suites and preferred in all guest rooms
Horizontal orientation, 40" x 36" (101.6 cm x 91.4 cm) minimum framed overall
mirror
Bathroom
mirror
o
Framing profile, width, depth, and finish must comply with the following minimums
below:
Guest room
and full length
mirrors
Other mirrors
Security
brackets
Profile of at least four (4) levels of carvings, width 2-1/2" (6.35 cm), depth 11/4" (3.18 cm), finish hot stamp metallic with tone to coordinate with décor
(tone may be brushed, rubbed, or broken leaf type to enhance profile and
reduce maintenance)
Profile of at least four (4) levels of carvings, width 2-1/2" (6.35 cm), depth 11/4" (3.18 cm), finish hot stamp metallic with tone to coordinate with décor
(tone may be brushed, rubbed, or broken leaf type to enhance profile and
reduce maintenance)
Must be installed onto frame; provide all necessary security
mounting/installation hardware relating to the security brackets; to allow
template-style installation, brackets must be located in the same
position on like pieces.
Guest Bathrooms
Minimum Dimensions
Three-fixture bathrooms 5'-0" x 7'-6" (1.5 m x 2.3 m) is required; in two-fixture bathrooms 5'-0" x
5'-7" (1.5 m x 1.7 m) is required; bathroom door must have a minimum clear opening width of
32" (81.3 cm). In all new construction, three-fixture bathrooms are required; vanities are
prohibited in the guest room or entrance area unless it is an additional vanity.
Finishes
Each guest bathroom must comply with the following standards:

Walls: Shall have moisture-rated gypsum board with vinyl wall covering or paint, ceramic
tile, or natural stone marble is required. Vinyl Wall Coverings: Type 1 required; must comply
with regulatory authorities and fire regulations.

Floors and Base: Non-slip 6" x 6" (15.24 cm x 15.24 cm) or larger ceramic floor tile or stone
with coordinating tile or stone wall base.

Ceilings: Shall have moisture-rated gypsum board, with a smooth, cleanable finish surface.

Vanities: Minimum length to be 4'-0"; vanity tops are to be man-made synthetic cultured
stone or natural stone with bull-nose edge or eased edge and matching backsplash and side
splash (3" high minimum). Vanity apron/skirt is to be 8" (20.32 cm) height minimum and
made with the same material as the vanity counter.

Mirrors: A framed polished float glass mirror that is the full width of the lavatory counter and
36" (91 cm) high is required.

Electrical Outlets: All outlets in the guest bathroom must be conveniently located and
protected by a ground fault circuit interrupter (GFCI).

Bathtub: Minimum 5' (12.7cm) in length with overflow outlet with pop-up stopper, cast iron,
or steel tub with sound insulating material, and factory finished no-slip bottom. One-piece
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acrylic shower or tub enclosure is not acceptable for new construction. As of September 2,
2011, in new construction or upon renovation, tubs (when provided) must be white.

Walk-in Shower: Shower pans with a non-slip bottom or tile floors are required for all
showers (excluding those with a tub enclosure). As of September 2, 2011 one-piece acrylic
walk-in shower enclosures are prohibited in new construction and should be replaced upon
PIP or renovation. In king rooms, walk-in showers are recommended.

Tub and Shower Showerhead: The bottom of the tub/showerhead must be 6'-6" above the
tub/shower floor.

Enclosure: Shall be finished with ceramic or porcelain tile (6”x6” tile or larger), natural
stone, or man- made synthetic cultured stone. Reglazing or painting of tub or shower
enclosure wall tile is prohibited.

Soap Dishes: Two coordinated soap dishes without handles for tub/showers and one
coordinated soap dish without handles for walk-in showers must be provided.

Shower Door: (for walk-in showers, except ADA roll-in showers): An IHG Design and Plan
Review approved tempered glass door is acceptable in lieu of a shower curtain for shower
units built to be enclosed with a door.

Showerhead, Shower Curtain & Curtain Rod: See Brand Hallmark: Simply SmartTM
Guest Bathroom for full specifications.

Shower Curtain Rod: A crescent-shaped rod, satin or polished chrome finish preferred,
must be permanently installed in all guest bathrooms with shower/tub units that are built to
be concealed with a shower curtain. In rooms with ADA roll-in showers, a straight curtain
rod permanently installed is acceptable.

Balance bars: Balance bars are required. A balance bar(s) must be installed on an end wall
(the end most likely to be used to enter and exit the bathtub) to assist guests with entering
and exiting the bathtub in all hotels. Balance bars must be securely anchored to withstand
250 lbs. (113 kg.) pull.

Lavatory: Undermounted style acid resistant with overflow outlet and pop-up stopper
required.

Toilet: Tank type with elongated bowl and matching seat and lid. Vinyl, padded, and wood
toilet seats and lids are prohibited.

Shower/Tub Fittings: The shower/tub faucet must be anti-scald, single-lever mixing valves;
brass with chrome plated finish. All fixtures and valving must meet ANSI/ASSE, 1016, and
ANSI, ASME, A112.18.1 requirements. Acrylic knobs are not acceptable.

Faucet Fittings: The lavatory faucet must have an appealing design that is residential in
appearance. The lavatory faucets must be style mixing valves; brass with chrome plated
finish. All fixtures and valving must meet ANSI/ASSE, 1016, and ANSI, ASME, A112.18.1
requirements. Acrylic knobs are not acceptable.
At ADA accessible lavatories, drains and hot water pipes must be insulated or otherwise
configured to protect against contact.

Hair Dryers: An electric hair dryer (minimum 1500 watts) is required in each guest
bathroom. When wall-mounted, the hair dryer is to be installed so when in a storage position
its electrical cord will hang past the countertop edge. See Hair Dryers for additional
specifications.

Required/Accessories:
o
Reserve roll toilet tissue holder. In bathrooms with furniture base vanities with
open shelves or cubbies, a single roll toilet tissue holder with a second roll on
the shelf or cubby is acceptable, provided the second roll can be placed
convenient to the toilet.
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
o
Towel shelf and bar
o
Robe hook
o
Recessed facial tissue dispenser; decorative, molded plastic facial tissue
container on the vanity is acceptable.
o
Brand-specified amenity tray; See Brand Hallmarks: Amenities Package
o
Effective January 1, 2012: All wall-mounted make-up mirrors (when provided)
must measure between 59" and 61" from the center of the mirrored surface to
the bathroom floor (in ADA rooms, 48” from floor); satin or polished chrome
finish preferred.
Lighting: Adequate color-balanced lighting for grooming is required at the vanity with
appropriate general illumination for dressing; individual switching is required when the vanity
is outside the tub/water closet enclosure; minimum 40 foot candles (400 lux) at vanity top
adjacent to mirror. A decorative tube light fixture above the mirror is acceptable. When a
framed mirror is used, decorative wall-mounted sconces are recommended. All fluorescent
lamps are to be color-balanced warm white. All light fixtures must be submitted to and
approved by the Design and Plan Review Department prior to purchase.
Switched on/off general lighting is required; timers and motion sensors are prohibited
to use for general lighting in guest bathrooms.

Ventilation: Mechanical exhaust system is required and installed to maintain total visual
and acoustic privacy between adjoining bathrooms. Exhaust system must be vented
vertically through the roof.

Water Specifications: Guest bathroom must have hot (maximum 125°F/52°C in any guest
room) and cold water immediately available without significant temperature or volume
fluctuation.
Back of House
House laundry and housekeeping facilities should be isolated from the guest room portion of the
hotel to minimize the impact of noise and housekeeping traffic associated with laundry machines
and hotel operations. Hotel designs featuring back-of-house facilities located adjacent to or
across from guest room entrances require advanced approval from IHG.
HVAC
Heating and mechanical ventilation is required in all areas, including the laundry and
maintenance areas. Refrigerant cooling is required. All HVAC equipment and ductwork must be
concealed from view.
Service Corridors
Wall and corner guards recommended; sealed floors required.
Employee Facilities
Separate men’s and women’s lavatories and lockers and employee break room are preferred; a
unisex restroom is acceptable where allowable by code. This area must be out of guest view.
Employee facilities must be well-maintained, ventilated, lighted, and clean.
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Laundry/Housekeeping/Storage
Facility must be designed to facilitate on-premises/off-premises laundry flow, linen storage,
lavatories, housekeeping storage, and lost and found storage. Staff circulation from the laundry
to the guest rooms should be through back of house passages. No smoking is allowed in the
laundry or linen storage areas.
Maintenance and Engineering Area
Space must be provided for routine maintenance of equipment, television, clock/radio repair,
furniture repair, and storage of spare equipment and attic stock. All maintenance areas must be
clean and well organized.
HDTV Specifications
Definition: An approved Flat Panel Television is a high definition, flat panel LCD (CFL or LED
backlit) or Plasma screen technology that complies with the Detailed Flat Panel Television
Specifications below.
Detailed Flat Panel Television Specifications:
o
High Definition defined as at least 720p screen resolution
o
Commercial Grade
o
Hospitality industry features and functions (e.g.: volume limiting, input blocking, menu
locking, etc.)
o
LCD (CFL or LED backlit),or Plasma screen technology
o
HDMI Inputs (at least two (2))
o
High Definition Component Video Input + L/R Audio (at least one (1))
o
Composite Video Input + L/R Audio (at least one (1))
o
Stereo Audio
o
Digital S/PDIF Audio Output
o
VGA Video (D-Sub 15 pin) Input + PC Audio (3.5mm jack) Input (at least one(1))
o
Tuner (ATSC/NTSC/QAM)
o
Connection for miniature InfraRed (IR) Extender
o
Minimum Diagonal Screen Measurement: 32” (except where mandated or allow by the
specifications in the Brand Standards)
o
MPEG2 or MPEG4 MP@ML (dependent upon the hotel’s content provider and current
system requirements)
o
Master Remote Control: Recommended, when available, to facilitate Flat Panel
Television cloning.
o
Guest Remote Control: InfraRed (IR) Remote Control to support command functions for
Flat Panel Television and, when applicable, set top box or other programming device
o
Warranty: Minimum 2 year warranty
o
Base: Integrated/attachable base that can be attached to a separate mounting surface
that provides required swivel via an approved mounting method
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Purchasing
Hotels are encouraged to purchase via the IHG program found at www.ihghdtv.com. Hotels are
not required to purchase televisions listed at www.ihghdtv.com, but in all cases, the Flat Panel
Televisions purchased by the hotel must meet or exceed the HDTV Television Technical
Specifications.
Provide these technical specifications to your supplier. IHG will not provide pre-purchase
review of Flat Panel Television models.
HDTV Flat Panel Wiring Requirements
Flat Panel Television must be connected to a master antenna, satellite system, and/or
commercial cable system.
System Signal Requirements

The MATV/CATV distribution system’s forward frequency response must be at 49MHz to
1000MHz with return frequency response of 5MHz to 35MHz; designed to provide +3 to +10
dBmV (analog) and -5 to +0 (digital QAM256) on every channel at each Flat Panel
Television outlet tested at 450 MHz.

The system must be able to deliver 6 to 10 dBmV return level at 5-35MHz to the headend,
with a 36dBmV reference from a typical room location.

The system must maintain a room to room isolation of 23 dB or greater.
Electrical Power Requirements
Recommendation: The guest room power should be tested to insure that the set is receiving
proper power in accordance with the manufacturer’s specification so as to not void the warranty.
In Room Wiring
The Flat Panel Television must be connected to the existing television distribution system using
a 75 ohm coaxial cable (RG 6 for newer properties). In all cases, (more importantly with RG 59)
the property should have the existing distribution system evaluated by the supplier or an
engineering firm to determine if any repairs or modification need to be made. It is critical that the
distribution system be certified to meet the HDTV signaling requirements to avoid picture quality
problems.
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APPENDIX B: Required IHG Service Mark Statement
InterContinental Hotels Group, Inc.
The following are some of the service marks owned by Six Continents Hotels, Inc., its parent,
subsidiaries, or affiliates, which are all members of the IHG:
InterContinental Hotels Group: IHG®, InterContinental®, Crowne Plaza®, Hotel Indigo®, Holiday
Inn®, Holiday Inn Express®, Holiday Inn Select®, Holiday Inn ResortTM, Candlewood®,
Candlewood Suites®, Staybridge Suites®, EVENTM, Priority Club®, The Place to Meet™,
Kidsuites®, Best-4-Breakfast®, Holidex®, Holidome®, Stay With Someone You Know®, Express
Start™, Smart Roast Coffee™, Sleep Advantage™ and Make It Your Place®, Candlewood
Cupboard®, Great Hotels Guests Love®, Best-4-Breakfast®, Room Service Right…On TimeTM.
259
PART II: BRAND SAFETY STANDARDS
261
Brand Safety Standards
Table of Contents
1. Application of Standards....................................................................................................... 263
2. Crisis and Incident ................................................................................................................ 263
Evacuation Drills ............................................................................................................... 264
3. Fire Safety ............................................................................................................................ 264
Structure and Materials..................................................................................................... 264
Emergency Egress............................................................................................................ 266
Stairs ................................................................................................................................ 267
Emergency Lighting .......................................................................................................... 268
Fire Alarm and Detection .................................................................................................. 268
Fire Suppression Systems ................................................................................................ 270
4. Security ................................................................................................................................ 272
Electronic Key Cards ........................................................................................................ 273
Guest Privacy ................................................................................................................... 273
Door Hardware ................................................................................................................. 274
5. Leisure Activities................................................................................................................... 275
Fitness Facilities ............................................................................................................... 275
Dry Saunas ....................................................................................................................... 275
Wet Sauna/Steam Room .................................................................................................. 276
Solarium/Tanning Beds..................................................................................................... 276
Whirlpools (Spa Pools)...................................................................................................... 276
Swimming Pools ............................................................................................................... 277
6. Food Safety .......................................................................................................................... 279
7. Health and Safety (including Guest & Staff Safety) ............................................................... 279
Elevators........................................................................................................................... 282
8. Data Privacy ......................................................................................................................... 283
262
Reference
Number:
1. Application of Standards
IHG’s Brand Safety Standards are designed to help hotels identify, prepare for,
minimize and respond to fire, health & safety and security risks that could adversely
impact our "stakeholders".
Where local regulations require a more stringent requirement than the Brand Safety
Standards, the local regulation shall apply. However, where the IHG requirement is
more stringent, it shall apply, unless local regulations specifically prohibit
implementation.
Definitions
Appendix 1 contains a list of definitions of terms used in these standards. Appendix
1 forms part of IHG’s Brand Safety Standards.
RM01-01
All hotels must be designed and constructed in compliance with IHG’s Brand Safety
Standards and other applicable codes recognized by IHG.
This standard also applies to existing hotels when they have extensions and
alterations and where serious life safety defects are identified.
RM01-02
When provided or replaced, all "products, devices and assemblies" will be subject
to the laboratory testing criteria of Underwriters Laboratories of U.S.A. or Canada,
CE, or other test authority recognized by IHG. Where they are not, IHG reserves
the right to require that testing is satisfactorily completed.
RM01-03
All pressure, lifting and electrical installations that incorporate safety devices must
be tested and maintained in accordance with manufacturers’ instructions.
RM01-04
All new installations and major changes to “life safety systems” must be “certified”
by an independent architect, engineer or licensed installer, with confirmation in
writing that they are properly installed and fully operational and in accordance with
manufacturers’ instructions.
2. Crisis and Incident
RM02-01
All hotels shall endeavor to reduce the impact of crises or incidents on employees,
guests, visitors and other "stakeholders" through the identification of likely risks, the
creation of plans and procedures for dealing with them and their periodic testing
and review.
RM02-02
All hotels must develop and test a general Crisis Management Plan which must be
updated as necessary. This plan must include the contact details and
responsibilities of both a Crisis Management Team and one or more Emergency
Response Teams. Each hotel must also develop and test specific response plans
for a range of foreseeable crises and incidents. An example of such a plan is
263
available on the IHG Risk Management web site.
RM02-03
Employees (including contract and temporary) must be instructed and drilled in their
relevant duties as described in the Crisis Management Plan.
RM02-04
A minimum of one employee on each shift must be trained in first-aid.
RM02-05
Natural Catastrophe and Man-made Hazards
All hotels shall endeavour to reduce the risk of injury or loss to employees, guests,
invitees and other "stakeholders" through the identification of likely perils the
completion of risk assessments, the design and implementation of protective
measures and systems and the periodic testing and review of those measures.
RM02-06
Critical Incident Notification Hotels must immediately notify IHG of any incident
that could adversely impact IHG such as major injury, major financial loss, or
adverse publicity to the hotel, the Brand or IHG.
Evacuation Drills
RM02-07
All hotels must develop and test a fire emergency and evacuation plan. All
employees must receive training at least once every six months in the emergency
and evacuation plan, the use of fire safety equipment and fire prevention except for
Night staff, ‘Living in’ staff and Newly engaged staff who may be required to be
trained more frequently as required by local code. Written records of such training
must be maintained and be available on request.
RM02-08
Evacuation drills must be held at least once every six months. Annually one of the
drills must involve the use of fire alarm and detection system. Guests must be
notified in advance of the drill.
RM02-09
Evacuation procedures must be identified and developed for disabled guests.
3. Fire Safety
RM03-01
All hotels shall endeavour to reduce the risk of fire to employees, guests, visitors
and other "stakeholders" through the completion of fire "Risk Assessments" and the
development of fire safety procedures and the periodic review of those procedures
Structure and Materials
RM03-02
The structure of all hotels must have a fire resistance of not less than 60 minutes
including between:
� Public areas and guestrooms/guest corridors
� Back of house areas and guestrooms/guest corridors
� Guestrooms and adjoining rooms
� Plant rooms and all other areas
All unprotected openings between floors and through walls (for example around
pipes or wire chases, ducts or services) must be fire stopped with a material with
the required fire resistance of the surrounding structure.
264
RM03-03
120-minute "rated construction" is required:
� At elevator shaft ways, flues and pipe chases in all construction above four
stories
� In wood frame construction between all elevated floors and balconies.
RM03-04
Fire- Rated Doors
Guestroom doors: A minimum 20-minute rated fire door must be provided on all
guestroom and connecting room doors. All other rated fire doors:
� 60-minute construction: A 45-minute rated door and frame is required
RM03-05
Automatic Door Closers and Release
Where "fire rated doors" are required, they must be equipped with a suitable
automatic door closer to ensure closing and latching of the door (except for chase
way/service riser doors). Where these doors are held open, magnetic release
devices that respond to the fire alarm system must be used.
Where necessary, door selectors must be provided on double doors to ensure they
close fully.
The requirement for automatic door closers for guestrooms on exterior corridors
must be complied with by end of 2015.
RM03-06
Atrium
An atrium must be provided with:
� A fire alarm and detection system
� A smoke control system
which have been properly specified, designed, installed and commissioned by an
independent architect, engineer or licensed installer.
Multi-Story Lobbies
Multi-story lobbies (two floors) must be provided, at the time of licensing or license
renewal, with an approved smoke control system or a smoke barrier consisting of a
minimum 20-minute fire resisting door and frame assembly to separate guest room
corridors from the lobby.
RM03-07
Cabling
“New Construction”: All cables and connections for the fire alarm and detection
system must have a minimum 60-minute fire resistance.
Americas, Greater China & Australasia : All life safety wiring must be enclosed in
approved materials and be concealed from public view, with the exception of wire
approved for open installation.
RM03-08
Flame Retardant Finishes
All materials used in all public areas and guestrooms, including but not limited to
mattresses, box springs, bedding, window treatments, wall décor, soft furnishing
and floor coverings, must be inherently flame retardant or treated to meet or exceed
local code requirements for a “flame-resistant” rating.
Certificates of compliance must be available for inspection before a hotel is opened
and thereafter on a regular basis by IHG or its appointed agents.
265
In existing hotels where certificates are not available for materials in place, other
reasonable evidence must be provided, for example furniture labels, invoices,
receipts, positive confirmation of compliance from a reputable supplier or in the
absence of said evidence an owner may say where the materials had been
purchased and testify to the best of their knowledge that the supplier was
compliant.
RM03-09
Parking Garages
Sprinklers must be installed in parking garages located directly below hotels.
Alternatively, where buildings are not sprinklered and/or where third party
restrictions prevent this standard being implemented, hotels must have the
following:
� 90-minute structural fire resistant separation between the garage and the hotel.
� Two 30-minute fire and smoke resisting doors between the garage and the
hotel.
� A fire alarm and detection system linked to the system for the hotel, with
manual pull stations (call points) located at all exit points from the garage.
� Mechanical or natural smoke ventilation sufficient to keep the garage free of
smoke.
RM03-10
Trash/Laundry Chutes
The trash/laundry chute terminus must be equipped with a 60-minute "fire rated
door" with a self-closing device and a fusible link. Guest floor laundry chute doors
must be fire rated and equipped with a self-closing and self-latching device.
In fully sprinklered buildings, the chute must be protected by the automatic sprinkler
system.
In un-sprinklered buildings, a single automatic sprinkler or approved automatic
suppression system must be installed at the top of the chute.
RM03-11
Halogen lamps are prohibited in guestrooms (excluding ceiling lights).
Emergency Egress
RM03-12
Exit Paths
All hotels must meet the following requirements to enable escape:
� Each floor must have a minimum of two emergency exits remote from each
other.
� A maximum distance between emergency exits of 200ft (60m) is required, and
the maximum "travel distance" to an emergency exit must not exceed 100ft
(30m). In fully sprinklered buildings "travel distance" to an exit must not exceed
200ft (60m).
� Internal "exit doors" on escape routes must be openable from both sides.
� "Exit doors" must swing in the direction of egress.
� Final exit doors must be fitted with panic hardware.
RM03-13
Dead-end Corridors
“Dead-end” corridors must be a maximum of 25ft (8m) in length, or 50ft (15m) in
fully sprinklered buildings.
266
RM03-14
RM03-15
Corridor Width
"Primary corridors" must be a minimum of 4ft 6ins (1.30m) wide and "secondary
corridors" must be a minimum of 3ft 8ins (1.10m) wide.
Note: Individual Brands’ property standards may require corridors to be wider than
this.
Exit Routes:
The number of exits required from places of assembly, such as all public areas,
restaurants, rooms and meeting rooms, must be according to the following room
capacities:
� 50 to 500 people: no fewer than two exits.
� 500 to 1000 people: no fewer than three exits.
� >1000 people: Risk assessment must be conducted. Minimum requirement of
four exits.
"Exit doors" must be remote from each other.
Clear exit width must be a minimum of 3ft (900mm).
RM03-16
Evacuation Plan
A clearly readable, professionally designed and fabricated, framed diagram,
showing the exit path from each guestroom and meeting room to the nearest exit,
must be posted on the room side of each guestroom and meeting room door. The
message must be in the local language(s) and English and should include
pictograms where appropriate.
RM03-17
Exit Doors
Exit doors that are fitted with electro-magnetic or similar locks must automatically
release upon actuation of the fire alarm/detection system, and, on failure of the
power supply, the locks must fail-safe in the unlocked position.
RM03-18
Exit doors must never be locked to prevent emergency egress.
RM03-19
Exit Signs
Exit signs, including directional signs, must be illuminated by normal and
"emergency lighting" and are required at each exit location. Directional exit signage
is required when the exit is not immediately visible. In addition, emergency power is
required for a minimum of 60 minutes.
Exit signs are not required in guestrooms, other public access rooms
accommodating fewer than 50 people, and small storerooms of less than 450ft²
(50m²).
RM03-20
All fire safety signage must be in the local language(s) and English and should
include a pictogram where appropriate.
Stairs
RM03-21
Emergency Egress Stair construction
Emergency egress stairs must meet the following requirements:
� Stair risers and treads must be dimensionally uniform throughout each stair run
� Stairs must be lit with continuous lighting and marked with varying colors and/
or textures where appropriate
� Stairs must be provided with handrail(s) where appropriate
267
RM03-22
Stairwell Enclosures
Stairs must exit directly to the exterior at "grade level" or via a "fire rated corridor"
that leads to the exterior. In fully sprinklered buildings, up to 50% of exits may exit
to the interior where approved by IHG.
RM03-23
Stairwells: Must be continuously illuminated to ensure good visibility.
RM03-24
Storage is prohibited in stairwells.
Storage "closets" are prohibited from opening into stairwells.
RM03-25
Signage
Floor level numbers must be 6ins (15cm) high, with a reflective finish that contrasts
with the background. Numbers must be located approximately 5ft (1.5m) above the
floor landing, and be positioned so as to be clearly visible when the landing/stairwell
door is in the open or closed position.
RM03-26
Pressurized Stairwells
"New Construction" and "Conversion": "High rise" buildings must have mechanical
stairwell pressurization, or access to the stairwell through an open exterior vestibule
or fire lobby.
RM03-27
Fire Escapes
Fixed external fire escapes are prohibited in "New Construction".
Emergency Lighting
RM03-28
"Emergency lighting" must be provided on all exit routes, in stairwells, in public
areas greater than 150sq ft (15sq m) and places of assembly, and in areas where
employees could be expected to work. If there are no national standards for lighting
levels, IHG’s required standard is an average of 1 foot candle (10 lux) at the floor
level and a minimum of 0.1 foot candle (1 lux) at any point.
Operation of the “emergency lighting” must be automatic and provide a minimum of
60 minutes of illumination.
Fire Alarm and Detection
RM03-29
An automatic fire alarm system is required in all hotels. The system must be
equipped with automatic emergency power with a minimum 24 hour supply.
In addition, the system must have manual initiating devices at, or close to, the front
desk, at each stair access point, at each ground floor exit, and at other appropriate
locations connected to a fire alarm control panel.
RM03-30
Guestroom Smoke Detectors
"New Construction": "Addressable" hard-wired smoke detectors, with a local
sounding device, are required in each "living area". Guestrooms provided with
"addressable" smoke detectors may be programmed with a two-stage fire alarm
and detection system.
"Existing Hotel":
268
In existing un-sprinklered buildings, "addressable" or zone type hard-wired smoke
detectors must be provided by the end of 2014.
In existing sprinklered buildings hard-wired 110-volt local smoke detectors may be
substituted.
RM03-31
Guestroom Corridor Smoke Detectors
Smoke detectors in guestroom corridors must be installed according to the
manufacturer’s specifications.
Spacing must not exceed 40ft (12m).
Smoke detectors are not required in exterior corridors; general alarm and manual
initiating devices must be provided.
RM03-32
Large Area Detectors
System hard-wired smoke detectors connected to the fire panel must be provided
throughout all hotel areas greater than 150ft² (14m²), including public areas, back of
house areas, corridors, mechanical rooms and storerooms, installed in accordance
with manufacturers’ recommendations.
In no case must the spacing of detectors exceed one spot / point detector per 900ft²
(85m²). Beam type smoke detectors may be provided that comply with
manufacturers' installation recommendations.
Heat detectors may be used in areas such as kitchens where the room atmosphere
is unsuitable for the use of a smoke detector.
Note: Shower rooms and bathrooms need not be provided with smoke/heat
detection.
In “existing”, fully sprinklered hotels, system hard-wired smoke detectors connected
to the fire panel must be provided in back of the house areas greater than 150 sq.
ft., such as corridors, mechanical rooms and storerooms, installed in accordance
with manufacturers’ recommendations.
"New Construction": "Addressable" detectors must be provided.
RM03-33
Activation and Annunciation
Activation of the general alarm must sound an alarm and/or voice evacuation
throughout the building. Alarms must provide a minimum of 75dBA at the bed head
and 65dBA in all other areas.
System detectors must sound an alarm without delay at both the point of origin and
a constantly staffed alarm panel.
Activation of a smoke/heat detector (other than guestroom), automatic sprinkler
water-flow device and/or manual initiating device must result in immediate
activation of the general alarm.
Where two-stage fire alarms are provided, activation of a second device must result
in activation of a general alarm.
269
RM03-34
Voice Evacuation "New Construction": In "high rise" buildings and in other
guestroom buildings and areas of assembly without sprinkler protection the
automatic fire alarm system must incorporate a broadcast evacuation speaker
system working in all guestrooms and public areas. It must include an alarm and a
pre-recorded evacuation message in the local language and English.
RM03-35
Guests with impaired hearing
Hotels must provide a means of warning guests with impaired hearing in the event
of an alarm or voice evacuation message.
Fire Suppression Systems
RM03-36
Automatic Fire "Sprinkler Systems"
All "New Construction" and "conversion" hotel properties must have automatic
sprinklers fitted to the entire building.
Existing "high-rise" properties must be fully sprinklered.
RM03-37
"Attic" Protection
In buildings of four floors or fewer, the "attic" areas must either be provided with
automatic sprinkler protection or be subdivided by draft stops (fire breaks) into
areas not to exceed 3000ft2 (330m2). Each subdivided area must be equipped with
smoke detectors that are connected to the fire alarm control panel.
In buildings of more than four floors, the "attic" areas must be provided with
automatic sprinkler protection.
The requirement for subdivision of “attics” applies to "New Construction" only, and
the requirement for sprinklers applies only to sprinkler protected buildings.
RM03-38
Fire Hydrants and Other Water Supplies
Fire hydrants or other water supplies approved by the fire authority and IHG must
be provided at suitable locations to provide fire-fighting water supplies to the
building.
RM03-39
Standpipes (rising mains) or hose reels must be provided in all "high-rise"
properties. Additionally, hose reels may be required at the discretion of IHG in, for
example but not limited to, remote locations. Where provided, hose reels must be
maintained.
RM03-40
Elevator for Fire-fighting
“New Construction”: High rise properties must be provided with an elevator
suitable for use for fire-fighting operations that includes emergency recall, in-car
operations and protected power supplies.
RM03-41
Cooking Equipment
Approved fire suppression systems with automatic and manual operation must be
provided for “cooking ranges” . Fire suppression systems must meet the following
requirements:
� Must automatically cut off the fuel supply when it activates
� Must require to be manually reset after it has activated
� Must be maintained and serviced in accordance with manufacturer’s
instructions
270
RM03-42
Guestrooms equipped with stove type cooking equipment must be provided with
automatic fire suppression approved by IHG. Hotels in which the majority of rooms
are equipped with stove type cooking equipment must be protected throughout by
an approved automatic "sprinkler system".
RM03-43
Interior surfaces of kitchen extractor hoods and ducts must be cleaned at least
twice each year under contract to reduce the risk of fire.
RM03-44
Fire Extinguishers
Portable extinguishers must be installed throughout the hotel (front and back of
house). The maximum distance to an extinguisher must not exceed 75ft (25m).
Fire extinguishers must be visually checked at least monthly for obvious defects
and must be maintained at least annually by a third party qualified to test and
service fire extinguishers. A record of checks and maintenance should be kept.
�
�
RM03-45
Minimum 2A-20BC portable, multi-use chemical extinguishers must be
provided.
Class K portable fire extinguishers must be provided in the kitchen where there
is a potential for fires involving cooking oils and fats.
Fire Safety Systems Testing
Complete tests of the fire safety systems and installation must be performed every
six months. The testing must be carried out by a qualified third party recognised by
a professional body . Records of maintenance, testing and correction of all
deficiencies must be kept available for review.
For hotels that have an "addressable” fire alarm system with a self-test feature, the
fire alarm system tests may be carried out alternating between qualified in-house
personnel for one test period and aqualified third party recognised by a
professional body for the other test period, provided records of maintenance, testing
and correction of all deficiencies are kept available for review.
Single station hard-wired smoke detectors, where approved, must be tested
quarterly.
RM03-46
Fire Pumps
Fire pumps must be inspected and tested annually by a third party qualified to
install, service, and test these systems in accordance with manufacturer’s
instructions. As a minimum the annual test of each fire pump must include the
minimum, rated and peak flow rates.
A weekly test of the fire pumps, without water flow, must be conducted.
Records of maintenance and testing must be kept and made available for review.
RM03-47
Generator Testing
Where provided, the generator must be load tested annually by a third party
qualified to install, service, and test these systems in accordance with
manufacturer’s instructions.
In remote locations where a qualified third party is not available, a qualified inhouse employee may conduct the test.
271
Records of maintenance and testing must be kept and made available for review.
RM03-48
Flammable Materials
“Flammable materials”, paint, solvents, and fuels must be stored in containers and
in approved lockers or paint cabinets. Flammable storage lockers are required only
if the storage area is connected to the main building or any of the interior corridor
guestroom areas.
RM03-49
Hazardous Materials
The storage of "hazardous materials", such as bulk liquid petroleum gas and oil,
must be subject to a risk assessment carried out by a competent third party, and
the recommendations of that assessment must be complied with.
RM03-50
Fireplaces
� Guestroom fireplaces may be provided only in hotels that are fully sprinklered.
� Solid fuel-burning fireplaces must not be installed in guestrooms.
� Gas fireplaces must have an automatic ignition source with combustion
controls to automatically prevent gas from being released into the guestroom.
� Fireplaces must be equipped with an approved, tempered glass door which
cannot be opened. Tempered glass doors may be omitted from fireplaces
where suitable guarding arrangements are in place.
� For a minimum radius of 3ft (1m) around the fireplace opening, the floor must
be non-combustible (i.e. brick or ceramic tile). This is not required in selfcontained units.
� Gas fire installations must be designed, installed and maintained in compliance
with manufacturer’s instructions.
� Solid fuel-burning fireplaces may be permitted in public areas following a risk
assessment and approval from IHG.
RM03-51
Waste bins in guestrooms and guest bathrooms must be fire resistant and
washable.
RM03-52
Irons provided for use in guestrooms must be provided with an automatic shut-off.
RM03-53
Candles must not be placed in guestrooms.
4. Security
RM04-01
visitors and other "stakeholders" through the completion of security risk
assessments and the development of security procedures and the periodic review
of those procedures.
RM04-02
Security Information
Safety and security information must be provided in a conspicuous location in the
guestroom in the local language(s) and English. Such information may include but
is not limited to personal security advice, safe use of a swimming pool, protection of
personal property.
272
Electronic Key Cards
RM04-03
Guestroom numbers must not be announced, or printed on the outside of the key
packet/envelope or electronic keys.
RM04-04
Replacement keys must only be issued to persons registered to that room. Positive
identification must be requested and provided.
RM04-05
Hotels using credit cards as room keys must give guests the option of using another
electronic key card.
RM04-06
Access to chase ways (service ducts) between guestrooms must be locked to
prevent unauthorised access.
RM04-07
Room attendants' electronic keys must be kept under their care and control at all
times and must not be left on the cart/trolley.
Guest electronic keys must not be programmed with private guest data that is not
required for the functioning of the lock.
RM04-08
RM04-09
The master key must be kept in a secure place when not in use and a log kept of its
use. Master keys which can operate the dead bolt or override the privacy feature
must be restricted to the General Manager and their nominated deputies.
Guest Privacy
RM04-10
Room Numbers
Hotel staff must not announce or divulge room numbers and personal information
about the guest (such as number of persons in the room, home address and so on),
at any time to anyone (such as during the check-in process or over the telephone),
unless given legal authority to release such information.
RM04-11
Telephones
Telephone calls must not be connected to guestrooms without the hotel employee
verifying with the caller the name of the guest registered to the room.
RM04-12
Guestroom Contact
For each occupied guestroom that has not been serviced, contact must be made
with the guest at least once daily. If no contact is made with the guest, the
guestroom must be visually checked.
RM04-13
House telephones in public areas must not be able to access guestrooms directly.
RM04-14
Guest Information
The General Manager must ensure that Housekeeping lists which include guest
name information are not left on room attendant carts/trolleys.
RM04-15
Heating/cooling ducts, exhaust vents and service areas must be designed or
modified to prevent unauthorized visual access to guestrooms.
A solid wall is required behind all mirrors. Maintenance access holes behind mirrors
are prohibited. De-silvered mirrors are prohibited.
273
RM04-16
Luggage: A secure storage area must be available where the luggage of registered
guests can be stored temporarily.
RM04-17
Safe Deposit Boxes
Each hotel must have at least five complimentary safe deposit boxes per 100
guestrooms. In-room safes are not an acceptable alternative to safe deposit boxes.
Information should be provided advising guests of the availability of safe deposit
boxes. Safe deposit boxes must be located in a secure area and be accessible from
the lobby.
RM04-18
In-Room Safes
Where provided, in-room safes must be secured to prevent unauthorized removal
and provided with information indicating that they are provided for guest
convenience.
Door Hardware
RM04-19
Electronic Door Locks
All electronic door locks must be approved by IHG and provide the following
features:
� Re-key at each rental, voiding all previous keys
� Backup power supply
� Emergency override
� Audit/interrogation feature
� All-weather capability (external doors only)
� A mortise with 1in (25mm) throw deadbolt
� ¾in (19mm) throw deadlocking latch set and anti-panic feature
� A guest-operated turn-piece as part of the latch set inside the guestroom
operating the deadlocking latch
� Emergency access by an emergency key card that retracts both dead and
latch bolts.
� When the deadbolt is engaged, all keys except the emergency keys must be
inoperable
RM04-20
Building Entrances (Interior Corridor Hotels)
Access control is required at all doorways into interior corridor guestroom buildings
intended for entrance by guests from the parking area (optional for the main
entrance). Based on the hotel’s individual market needs, hotel management must
determine the times these doors are locked.
RM04-21
Guestroom Doors
All hotels must have electronic card key locks on all guestroom entrance doors.
RM04-22
An auxiliary non-keyed locking device, such as a safety/night latch, safety chain or
other IHG-approved non-keyed locking device, must be provided on all guestroom
entrance doors. The unit must be installed to both the door jamb and the door to
maximize the security and strength of the installation and assure ease of operation
for the guest.
RM04-23
All doors must have a one-way view port installed at 5ft (1.5m) above the floor.
Rooms designed for guests with disabilities must have an additional view port
installed at 4ft (1.2m) above the floor.
274
RM04-24
Connecting Guestroom Doors
All connecting guestroom doors must have a mortise with a 1in (25mm) throw
thumb-turn deadbolt, with the thumb-turn on the guestroom side of the door, and
with a fixed knob or lever. The opposite side of the door must have blank plates,
with no access to screws or bolts, to ensure security. Previously existing slide bolt
locks may remain in place. When locked, the bolt must fully extend.
RM04-25
Guestroom Windows
All operable ground floor guestroom windows must be equipped with a window stop
or commercial standard security lock which can be operated only from inside the
guestroom.
5. Leisure Activities
RM05-01
visitors and other "stakeholders" through the completion of leisure safety risk
assessments and the development of leisure safety procedures and the periodic
review of those procedures.
Fitness Facilities
RM05-02
Fitness facilities must be fully enclosed and must either be secured with an
electronic lock using electronic key access, or be fully manned at all times.
RM05-03
An emergency telephone must be installed in a clearly visible location within the
fitness centre. These telephones must be configured to connect to an on-site
location that is permanently manned. Calls must not be answered by an autoattendant at any time.
RM05-04
All fitness equipment must be installed and maintained in accordance with
manufacturers’ recommendations. Inoperative equipment must be taken out of
service immediately.
RM05-05
Wall mirrors (ceiling to floor) must be ¼in (6.4mm) tempered or "safety glass",
installed with a butt joint. A shatter resistant base, for example wood, rubber or antishatter film must be installed to protect the glass from damage.
RM05-06
“Use at Your Own Risk” signage must be posted at the entrance to the fitness
centre.
RM05-07
Logs that permit names and guestroom numbers to be viewed must not be used.
Dry Saunas
RM05-08
Dry saunas must meet the following requirements:
� Must be operated to manufacturers’ recommended operating temperatures.
� Must be fitted with a timer that is clearly visible to the user, a non-lockable door
and an outside observation window.
� Must be fitted with a shatterproof light fitting that is capable of withstanding the
heat and is protected.
� Sauna stove must be guarded by a sturdy structure, fixed so that it cannot be
moved.
� Where the hotel has a fire "sprinkler system" installed, a high temperature
275
�
sprinkler head must be installed in the sauna.
Appropriate safety signage must be displayed in the local language(s) and
English. The Risk Management Website contains examples of safety signage.
"New Construction": A distress alarm with direct connection to an on-site location
that is permanently manned must be installed.
Wet Sauna/Steam Room
RM05-09
Wet saunas and steam rooms must meet the following requirements:
� Must be operated to manufacturers’ recommended operating temperatures.
� Warning signs must be displayed around the steam outlet area.
� Must be fitted with a shatterproof light fitting that is capable of withstanding the
heat and is protected.
� Appropriate safety signage must be displayed in the local language(s) and
"New Construction": A distress alarm with direct connection to an on-site location
that is permanently manned must be installed.
Solarium/Tanning Beds
RM05-10
Solariums/tanning beds must meet the following requirements:
� Must be operated according to manufacturers’ instructions.
� A distress alarm with direct connection to an on-site location that is
permanently manned must be installed.
Whirlpools (Spa Pools)
RM05-11
Whirlpool (spa pools) must meet the following requirements:
� A 15-minute operating timer must be fitted with a labeled manual shut-off
control (for the water circulation pump) mechanism, installed in accordance
with the manufacturer’s instructions. The shut-off must be visible and
accessible to the guest and located either within 10ft (3m) of the whirlpool
edge or at a permanently manned point with direct line of sight to the pool.
� The “No Diving” international symbol must be displayed on the whirlpool
coping.
� Depth markings must be clearly shown on the top of the whirlpool edge. All
depth markings must be shown in both feet and meters. Painted depth
markings are not permitted for "New Construction", "conversions", or
upgrades.
� Approved "anti-entrapment drain covers" are required in all whirlpools/spa
pools.
� The whirlpool/spa pool must be capable of being secured to prevent
unauthorized access, for example by locating the spa pool in a locked and
secure room or by using a fence that meets the swimming pool fence
requirements.
276
Swimming Pools
RM05-12
“New Construction”: All swimming pools must be designed and constructed to
ensure:
� A safe physical environment for bathers, guests, visitors and employees.
� Suitable physical and chemical water treatment is in place to achieve safe
chemical, biological and physical water quality.
� That the swimming pool can be readily maintained in a clean and hygienic
condition.
RM05-13
External pools must be capable of being secured to prevent unauthorized access.
All exterior pool areas must be secured with an appropriately designed, decorative
fence, minimum height 4ft (1.2 m), with self-closing and latching gates. The fence
must have vertical pickets that do not allow passage of a 4ins (100mm) sphere.
Chain link fences are not permitted.
RM05-14
Doors giving access to unsupervised indoor pools in enclosed rooms require an
electronic lock.
RM05-15
An emergency telephone must be installed in a clearly visible location within the
pool enclosure or immediately adjacent to each swimming pool. These telephones
must be configured to connect to an on-site location that is permanently manned.
Calls must not be answered by an auto-attendant at any time. Where required by
local code, the telephone may ring directly to the emergency services.
RM05-16
If the pool is closed for an extended period of time (for example, during the off
season), professionally prepared “closed” signs must be posted on each gate, and
each gate must be locked.
A pool cover is not required if the pool is maintained (water cleaned, vacuumed)
during the off season.
If the pool is not maintained, it must be covered during the off season. The pool
cover must be, at minimum, 12-gauge vinyl mesh with a break-strength of 4,000lbs
(1800kgs) and must be securely anchored in place. Seasonal or extended pool
closings must be identified in Reservations Systems.
RM05-17
The pool surround must be slip resistant.
"New Construction":The minimum clear pool deck width must be 5ft (1.5m).
RM05-18
Diving boards, diving platforms and trampolines are prohibited.
RM05-19
Lighting is required of sufficient intensity to ensure visibility for night use and to
allow the pool bottom to be clearly seen.
RM05-20
Ladders and/or steps with handrails are required at both ends of the pool. Exposed
metal must be chrome-plated brass, bronze, or stainless steel.
RM05-21
Professionally designed and fabricated, permanently installed rules and hours of
operation are required.
277
RM05-22
Signs with the international ’No Diving’ symbol and ’Use at Your Own Risk', in the
local language and English, must be prominently displayed where they can be seen
from all areas in and around the pool and in a location noticeable when entering the
pool area. Where life guards are not provided, signage indicating ’No Life Guard on
Duty‘ must be displayed. The lettering on the signage must be large enough to be
easily read. The Risk Management Website contains examples of pool signage.
RM05-23
Depth markings must be clearly shown on both the top and the side of the pool
edge.
Painted depth markings are not permitted for "New Construction", "conversions", or
upgrades.
For level deck pools, the pool depth signs may be wall mounted.
Beach entry/zero depth type pools must display a sign indicating ‘shallow water’.
RM05-24
All depth markings must be shown in both feet and meters on the top of the pool
edge. Depth markings must be shown in feet and/or meters on the side of the pool
edge.
A minimum of two life safety rings or two throwing lines, each connected to a rope
that extends to 1.5 times the width of the pool, and one life hook, must be provided
in prominent positions remote from each other.
RM05-25
A floater rope must be provided at the 5ft (1.5m) depth line of pools that have
depths in excess of 5ft (1.5m). Where applicable, provisions may be made for lap
swimming.
RM05-26
Drains
A minimum of two drains are required in all new pools. Existing pools with a single
drain must be equipped with a secondary safety device. Approved devices include:
"Safety Vacuum Release System" (SVRS), "suction limiting vent system", "gravity
drainage system" or "automatic pump shutoff system". Drain covers 18” x 23”
(45cm x 58cm) or larger are exempt.
All drains must be equipped with ANSI/ASME A112.19.8-2007 "approved antientrapment drain covers".
RM05-27
Children's Pools
Children’s pool walls must not extend more than 6ins (150mm) above the water
line. Children’s pools must have a maximum water depth of 2ft (600mm). For "New
Construction", the maximum water depth must be a maximum of 1ft (300mm).
RM05-28
"Water Parks"
“Water park" activities (including slides) must be approved by the Brand and meet
IHG guidelines for "water parks". A risk assessment on planned activities must be
conducted.
RM05-29
Swimming Pool Water Quality
Where chlorine is used, the content must normally range from 1.0 to 3.0 parts per
million, and must not exceed 5.0 parts per million. Where bromine is used, the
content must normally range from 2.0 to 6.0 parts per million.
The pH level must be maintained between 7.2 and 7.8. Chemical checks on the
278
swimming pool water (and the spa pool and children’s pool water where applicable)
must be carried out at least three times a day during pool operating hours. Records
of testing must be kept and made available for review.
RM05-30
When the swimming pool is open, the water must be kept clean and clear.
RM05-31
Pool chemicals must be clearly labelled and stored in a well ventilated, locked area.
RM05-32
Additional activities, for example (but not limited to), Children's Clubs, water sports,
high adventure activities and exterior fitness activities, are permitted subject to risk
assessment, and must be approved by the Brand and meet IHG guidelines.
RM05-33
Dedicated Children's "Play Areas, Play Rooms and Games Rooms"
Dedicated play areas must be fully enclosed at all times. Visibility into the room or
area from the outside is required.
6. Food Safety
RM06-01
All hotels shall endeavor to put in place a food safety management system to help
ensure the safety of food served in or distributed by the hotel.
Note: An example of such procedures is a hazard analysis and critical control point
system (HACCP). The food safety management system implemented by the hotel
should be based on the HACCP principles.
RM06-02
All food handlers should have the appropriate food hygiene training as required by
local regulations. Written records of such training must be maintained and be
available on request.
7. Health and Safety (including Guest & Staff Safety)
RM07-01
RM07-02
All hotels shall endeavor to reduce the risk of injury or loss to employees, guests,
visitors and other "stakeholders" through the completion of safety risk assessments
and the development of safety procedures and the periodic review of those
procedures.
Window stops are required to limit the opening to a 4ins (100mm) maximum unless
local codes dictate otherwise. Where window stops are prohibited, a sign, in the
local language(s) and English, must be posted on the window providing a warning.
For example: ’Attention! The windows in this room can open fully and guests with
young children should exercise care’.
RM07-03
Floor-to-ceiling windows, glass doors and glass walls must have crash bars or be
marked to make them apparent. Marking may take any form (for example coloured
lines or patterns), provided it is conspicuous and at a conspicuous height.
RM07-04
Glass in Windows, Doors, Gates and Walls
� "New Construction": Glass used in floor-to-ceiling windows and transparent or
translucent doors, gates and walls must be "safety glass".
� "Existing Hotel": As an alternate to the use of "safety glass", floor-to-ceiling
windows and transparent or translucent doors, gates and walls may be
adequately protected against breakage using anti-shatter film or by guarding.
279
RM07-05
Balcony Doors
Doors opening onto a balcony area must have an approved auxiliary locking device
located out of the reach of children. For existing balcony construction which does
not conform to the standard RM07-06, a risk assessment must be conducted by an
authority recognized by IHG to identify suitable alternative controls which must
include a sign, in the local language(s) and English, posted on the balcony door
providing a warning.
For example: ’Attention! The balcony door in this room can open fully and guests
with young children should exercise care’.
RM07-06
Any guest area where there is a risk of falling from a height must be provided with a
permanent barrier, which must be securely fixed, stable and difficult for children to
climb. This includes, but is not be limited, to balconies, raised terraces, high level
external escape routes and stairs. Barriers must be at least 3ft 6ins (1.10m) high
and must have a bottom rail of no more than 4ins (100mm) above the finished floor.
Where vertical rails are used to form the barrier, the space between the rails must
not exceed 4ins (100mm). For existing construction that does not meet this
standard, a risk assessment must be conducted by an authority recognized by IHG.
RM07-07
Slip-Resistant Finishes
Guest bathroom floors, bath tubs, shower enclosures and hard surface, tile or stone
floors must have a “slip-resistant” finish or a mat (see below).
Specifically, bath tubs and shower floors must have a factory-installed slip resistant
finish or, after-market, a professionally-applied slip resistant surface. The use of
removable non-slip bath/shower mats (e.g.: rubber or vinyl with/without suction
bottom) is not permitted.
RM07-08
Balance Bars
A balance bar(s) must be installed to assist guests with entering and exiting the
bathtub. Balance bars must be securely anchored to withstand 250 lbs (110kg)
pull.
Bathtub soap dishes with grab handles are prohibited.
RM07-09
Bathroom Ventilation
A mechanical exhaust system is required. The installation must maintain total visual
and acoustic privacy between adjoining bathrooms.
RM07-10
Water Temperature Regime
Guest bathrooms must have hot water at a maximum temperature of 125°F (52°C)
and cold water available without significant temperature or volume fluctuation.
RM07-11
Water Quality
All hotels should endeavor to reduce the risk of injury or loss from the risks
associated with (but not limited to) water storage, cooling towers and evaporative
condensers, air conditioning systems, hot and cold water services, spas and
whirlpool baths, humidifiers and air washers, sprinkler and hose reel systems,
horticultural irrigation and misting systems, indoor fountains and water features.
RM07-12
All cribs (baby cots) must meet the following requirements:
� Cribs must have a durable, non-toxic finish, be structurally sound and be in
good repair. There must be no sharp or protruding fixings and no removable
280
�
�
�
�
�
plastic coverings.
Mattresses must fit snugly with no gaps, be suitable for the specific type of
crib, pass an open-flame test and not pose a risk of suffocation.
Crib bars must be no less than 1 inch (25 mm) and no more than 2 3/8 inches
(60 mm) apart. The size of mesh weave must be less than ¼ inch (6 mm) with
no tears, holes or loose threads.
There must be no corner post extensions, steps, footholds or decorative cutouts in the head or foot boards.
Drop down rail locking mechanisms must be unreachable by the child or
difficult to release making them child safe. Folding cribs must not have a
rotating hinge in the centre of the top rails and top rail fasteners must be selflocking to prevent accidental collapse.
Wheels, where provided, must be lockable so that the crib can be immobilised
when in use.
RM07-13
Guestroom telephones
All guestroom telephones must be able to be used to call for assistance from the
local emergency services and the hotel.
RM07-14
Circuit Breakers
"Ground fault circuit interrupters" ("residual current devices"), in the form of circuit
breakers or protected outlets, are required in the following areas:
� All electrical outlets in leisure areas within 40ft (12m) of the edge of the
swimming pool.
� Under water pool lighting other than low voltage lighting.
� Electrical outlets exposed to the weather elements or that are within 20ft (6m)
of a water source.
Guestrooms, bathrooms, restrooms, mechanical rooms, pool pump room,
commercial and guest laundry, kitchens, vending areas and other interior areas
within 3ft (1m) of a water source.
RM07-15
Electrical Distribution Systems: An inspection of the electrical distribution system
must be conducted at least once every five years by a qualified third party
recognised by a professional body.
RM07-16
Where doors are required in guest vending and laundry rooms, they must have a
view window with a minimum area of 100in² (0.6m²). In "fire rated door assemblies"
the window must also be fire rated. Lighting in vending areas and/or guest laundry
areas must remain on at all times or must automatically illuminate when there is
entry into the area; an un-switched or key switched circuit is required.
RM07-17
Carbon Monoxide Detection
All hotels shall endeavor to reduce the risk of injury or ill health to employees,
guests, visitors and other “stakeholders” through the correct design, installation and
maintenance of fuel burning appliances. Single- or multiple-station (interconnected)
carbon monoxide detectors and alarms must be installed in each room containing
fuel burning appliances and, unless otherwise determined by a risk assessment, in
each guestroom adjacent to the fuel-burning equipment room or its vent path, and
in each corridor or common area adjacent to the fuel-burning equipment room.
Affected fuel burning appliances include, but are not limited to, any furnace, boiler,
water heater, steam generator, fireplace, laundry dryer, appliance and apparatus,
but excludes cooking equipment.
281
RM07-18
Gas Distribution Systems
An inspection of the gas distribution system must be conducted at least once every
five years by a qualified third party recognised by a professional body.
RM07-19
Parking areas, driveways, steps and courtyards must be illuminated to help ensure
guest safety and convenience.
RM07-20
Eye wash facilities, for example eye wash bottles, must be provided in all locations
where "hazardous chemicals" are stored or dispensed.
RM07-21
As a minimum, first aid kits must be kept in the following places:
� Front desk
� Kitchen
� Housekeeping/Laundry
� Maintenance and engineering areas
� Chemical storage areas
� Security office
First aid instructions must be kept in first aid kits.
Elevators
RM07-25
Fire Alarm: In the event of a fire alarm being activated, elevators must
automatically go to a floor level unaffected by fire and the elevator doors must open
to allow those travelling in the elevator to escape.
RM07-26
Emergency Lighting
"Emergency lighting" must be provided in the elevator car.
RM07-27
Power Failure
"New Construction": In the event of a power failure, elevators must be equipped
with an emergency power supply to return the elevator car to a floor level and the
elevator doors must open to allow those travelling in the elevator to escape.
"Existing Hotel": Where an emergency power supply is not available, a contract
must be in place with the elevator maintenance company to provide a 24 hour
callout facility to release any trapped people from the elevator.
RM07-28
Signage
A professionally prepared sign must be provided adjacent to the call button(s) in
elevator lobbies, in the local language (s) and in English, giving a clear warning
against the use of elevators in the event of fire.
For example: ’In the event of fire do not use the elevator; use stairs’.
RM07-29
Telephone/Intercom
Each elevator must have a house telephone or intercom that connects directly to
the front desk or emergency monitoring centre. Calls from the elevator must not be
answered by an auto-attendant at any time.
282
RM07-30
Garage Elevators
"New Construction": Garage elevators must not service guestroom levels
"Existing Hotel": A risk assessment must be carried out and approved by IHG
8. Data Privacy
RM08-01
Hotel management shall endeavor to reduce the risk of loss to employees, guests,
visitors and IHG through the completion of information security risk assessments
and the development of procedures and the periodic review of those procedures.
RM08-02
The General Manager of each hotel and all appropriate department heads and staff
must participate in training concerning the privacy of guests’ personally identifiable
data and credit card information.
RM08-03
Commercially reasonable efforts must be taken to secure from unauthorized access
data and other records that contain guests’ personally identifiable data and credit
card information. Records must be destroyed (shredded) upon disposal.
RM08-04
Personally identifiable data collected from guests and employees must not be
distributed to unaffiliated third parties.
RM08-05
A hotel specific privacy statement that explains what types of personal data are
collected and stored by the hotel, and the uses of such data, must be included in
the guest directory or provided at check-in via the registration card or a separate
notice (buck slip) provided in the guest check-in folder. The statement must
accurately reflect actual business practices and comply with local privacy
regulations.
283

Holiday Inn Express Brand Standards Manual

Transcription

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