Hilton Brand Standards Jan2017 Hgi Mea

Hilton Garden Inn Brand
Standards - Middle East and

Africa
20 January 2017
Hilton Garden Inn Standards - Middle East and Africa
Hilton Garden Inn Standards - Middle East and Africa
100 200 300 400 500

Main Table of Summary of OUR BRAND QUALITY EMPLOYEES LEARNING AND IDENTITY AND
Contents Changes ASSURANCE DEVELOPMENT MARKETING
600 700 800 900 1000 1100 1200

RESERVATIONS LOYALTY AND WELCOME AND GUEST ROOM OTHER GUEST FOOD AND BUSINESS
AND GUEST FAREWELL AND AREAS AND BEVERAGE CENTER,
DISTRIBUTION ASSISTANCE BATHROOM SERVICES MEETINGS AND
EVENTS
1300 1400 1500 1600 1700 1800 2500

FITNESS AND RETAIL AND RISK BACK OF TECHNOLOGY Not Applicable to DESIGN,
RECREATION CONCESSIONAI MANAGEMENT HOUSE AND this Brand CONSTRUCTIO
RE AND SECURITY BUILDING N AND
OPERATIONS RENOVATION
Glossary
2 CONFIDENTIAL Hilton Garden Inn Brand Stand Standards - Middle East and Africa Effective January 20, 2017
Hilton Garden Inn Brand Standards - Middle East and Africa Table of Contents
Summary of Changes
2017 Summary of Changes ....................................................................................................................... Summary-1
100 OUR BRAND
101.00 CORE BRAND STANDARDS ................................................................................................................. 100-2
102.00 BRAND HOSPITALITY ........................................................................................................................... 100-2
103.00 BRAND DESIGNATIONS........................................................................................................................ 100-3
104.00 ACCESSIBILITY ..................................................................................................................................... 100-4
105.00 SUSTAINABILITY ................................................................................................................................... 100-4
200 QUALITY ASSURANCE
201.00 GENERAL RULES .................................................................................................................................. 200-2
202.00 QUALITY ASSURANCE PROGRAM...................................................................................................... 200-3
203.00 THRESHOLDS AND RANKINGS ........................................................................................................... 200-5
204.00 QUALITY ASSURANCE IMPROVEMENT PLANNER............................................................................ 200-5
205.00 RELICENSING / RENOVATION / CHANGE OF OWNERSHIP .............................................................. 200-5
300 EMPLOYEES
301.00 EMPLOYEE REQUIREMENTS .............................................................................................................. 300-2
302.00 MANDATORY POSITIONS ..................................................................................................................... 300-4
303.00 GENERAL RULES AND EXPECTED BEHAVIORS ............................................................................... 300-6
304.00 EMPLOYEE APPEARANCE................................................................................................................... 300-7
305.00 GUEST RELATIONS AND SERVICE STANDARDS .............................................................................. 300-8
400 LEARNING AND DEVELOPMENT
401.00 GENERAL RULES .................................................................................................................................. 400-2
402.00 FRANCHISEE TRAINING....................................................................................................................... 400-3
403.00 EMPLOYEE TRAINING .......................................................................................................................... 400-3
500 IDENTITY AND MARKETING
501.00 LOGOS ................................................................................................................................................... 500-2
502.00 ADVERTISING ........................................................................................................................................ 500-9
503.00 HOTEL COLLATERAL .......................................................................................................................... 500-11
504.00 SIGNAGE.............................................................................................................................................. 500-12
505.00 GRAPHICS - PRINTED MATERIALS AND SUPPLIES ........................................................................ 500-13
506.00 INTERNET STANDARDS ..................................................................................................................... 500-14
600 RESERVATIONS AND DISTRIBUTION
601.00 GENERAL RULES .................................................................................................................................. 600-2
602.00 DISTRIBUTION....................................................................................................................................... 600-2
603.00 RESERVATIONS................................................................................................................................... 600-12
604.00 ROOM RATES ...................................................................................................................................... 600-17
605.00 ACCREDITED DISTRIBUTOR PARTICIPATION.................................................................................. 600-19
606.00 MISCELLANEOUS CHARGES............................................................................................................. 600-20
700 LOYALTY AND GUEST ASSISTANCE
701.00 HHONORS.............................................................................................................................................. 700-2
702.00 Not Applicable to this Brand.................................................................................................................. 700-10
703.00 CUSTOMER REALLY MATTERS (CRM) / SERVICE RECOVERY...................................................... 700-10
704.00 GUEST ASSISTANCE .......................................................................................................................... 700-11
800 WELCOME AND FAREWELL
801.00 GENERAL RULES .................................................................................................................................. 800-2
802.00 Not Applicable to this Brand.................................................................................................................... 800-2
803.00 GUEST TRANSPORTATION .................................................................................................................. 800-2
804.00 EXTERIOR PRESENTATION ................................................................................................................. 800-5
805.00 ENTRANCE / LOBBY / PUBLIC AREAS PRESENTATION.................................................................... 800-5
806.00 WELCOME EXPERIENCE ..................................................................................................................... 800-7
807.00 FRONT DESK PRESENTATION............................................................................................................. 800-8
808.00 FRONT DESK ....................................................................................................................................... 800-10
809.00 FRONT DESK COLLATERAL............................................................................................................... 800-11
810.00 CONCIERGE SERVICES ..................................................................................................................... 800-11
811.00 ELEVATORS / CORRIDORS ................................................................................................................ 800-12
812.00 STAIRS ................................................................................................................................................. 800-12
900 GUEST ROOM AND BATHROOM
901.00 GENERAL RULES .................................................................................................................................. 900-2
902.00 GUEST ROOM........................................................................................................................................ 900-2
903.00 BATHROOM / DRESSING AREA ......................................................................................................... 900-11
906.00 DUAL-BRAND LINEN / TERRY ............................................................................................................ 900-14
1000 OTHER GUEST AREAS AND SERVICES
1001.00 GENERAL RULES .............................................................................................................................. 1000-2
1002.00 PUBLIC RESTROOMS ....................................................................................................................... 1000-2
1003.00 LAUNDRY AND SHOE SHINE SERVICES ........................................................................................ 1000-2
1004.00 GUEST LAUNDRY.............................................................................................................................. 1000-3
1005.00 SERVICE STATIONS .......................................................................................................................... 1000-3
1006.00 AUTOMATED TELLER MACHINES (ATM)......................................................................................... 1000-4
1007.00 PET POLICIES / AMENITIES ............................................................................................................. 1000-4
1008.00 Not Applicable to this Brand................................................................................................................ 1000-5
1011.00 Not Applicable to this Brand ................................................................................................................ 1000-5
1012.00 NEWSPAPERS ................................................................................................................................... 1000-5
1100 FOOD AND BEVERAGE
1101.00 GENERAL RULES .............................................................................................................................. 1100-2
1102.00 SAFETY AND SANITATION................................................................................................................ 1100-4
1103.00 BREAKFAST OFFERINGS ................................................................................................................. 1100-8
1104.00 IN-ROOM DINING ............................................................................................................................... 1100-9
1105.00 Not Applicable to this Brand .............................................................................................................. 1100-10
1106.00 BAR / LOUNGE ................................................................................................................................. 1100-10
1107.00 SPECIALTY RESTAURANT.............................................................................................................. 1100-12
1108.00 BANQUETS AND CATERING........................................................................................................... 1100-13
1109.00 FOOD AND BEVERAGE MARKET................................................................................................... 1100-14
1110.00 LOBBY REFRESHMENTS ................................................................................................................ 1100-14
1200 BUSINESS CENTER, MEETINGS AND EVENTS
1201.00 SELF-SERVICE BUSINESS CENTER ............................................................................................... 1200-2
1204.00 MEETINGS & EVENTS....................................................................................................................... 1200-3
1300 FITNESS AND RECREATION
1301.00 SWIMMING POOL / WHIRLPOOL ..................................................................................................... 1300-2
1302.00 FITNESS CENTER ............................................................................................................................. 1300-4
1400 RETAIL AND CONCESSIONAIRE
1401.00 GIFT SHOP / SUITE SHOP / PANTRY............................................................................................... 1400-2
1403.00 THIRD-PARTY CONCESSIONAIRES ................................................................................................ 1400-3
1500 RISK MANAGEMENT AND SECURITY
1501.00 GENERAL RULES .............................................................................................................................. 1500-2
1502.00 INSURANCE ....................................................................................................................................... 1500-2
1503.00 SAFETY ............................................................................................................................................ 1500-10
1504.00 SECURITY ........................................................................................................................................ 1500-16
1505.00 LOSS PREVENTION ........................................................................................................................ 1500-17
1600 BACK OF HOUSE AND BUILDING OPERATIONS
1602.00 HOUSEKEEPING SERVICE............................................................................................................... 1600-2
1603.00 ENGINEERING AND MAINTENANCE SERVICE .............................................................................. 1600-3
1604.00 SERVICE AREAS ............................................................................................................................... 1600-3
1605.00 EMPLOYEE FACILITIES .................................................................................................................... 1600-4
1606.00 SMOKING POLICY ............................................................................................................................. 1600-4
1700 TECHNOLOGY
1701.00 HOTEL MANAGEMENT TECHNOLOGY ........................................................................................... 1700-2
1702.00 VOICE TELECOMMUNICATIONS HARDWARE................................................................................ 1700-7
1703.00 TELEPHONE SWITCHBOARDS ........................................................................................................ 1700-8
1704.00 TELEPHONES .................................................................................................................................... 1700-8
1705.00 INTERNET ACCESS ........................................................................................................................ 1700-13
1706.00 ENTERTAINMENT ............................................................................................................................ 1700-15
1707.00 MOBILE TELEPHONE AND WIRELESS DEVICES ......................................................................... 1700-19
1708.00 DIGITAL KEY .................................................................................................................................... 1700-19
1800 Not Applicable to this Brand
2500 DESIGN, CONSTRUCTION AND RENOVATION
2501.00 Exterior................................................................................................................................................ 2500-4
2502.00 Lobby Area........................................................................................................................................ 2500-18
2503.00 Public Restrooms .............................................................................................................................. 2500-28
2504.00 Food And Beverage .......................................................................................................................... 2500-35
2505.00 Not Applicable to this Brand.............................................................................................................. 2500-55
2506.00 Commercial Facilities ........................................................................................................................ 2500-55
2507.00 Meeting Facilities .............................................................................................................................. 2500-61
2508.00 Recreational Facilities ....................................................................................................................... 2500-79
2509.00 Circulation ......................................................................................................................................... 2500-95
2510.00 Guestroom/Suites ........................................................................................................................... 2500-104
2511.00 Not Applicable to this Brand ............................................................................................................ 2500-123
2512.00 Guest Bathroom .............................................................................................................................. 2500-123
2513.00 Back-of-House ................................................................................................................................ 2500-136
2514.00 Technical Criteria............................................................................................................................. 2500-165
2515.00 Furnishings, Fixtures and Equipment.............................................................................................. 2500-235
2516.00 Fire Protection and Life Safety Requirements ................................................................................ 2500-260
2517.00 Accessibility Guidelines................................................................................................................... 2500-286
2518.00 Technology Wiring Standards ......................................................................................................... 2500-286
2519.00 Signage and Graphics..................................................................................................................... 2500-300
Hilton Garden Inn - Middle East and Africa Preface
This Standards Manual (“Manual”) has been developed to provide the Owner (as defined below) of the Hotel with the required minimum standards, procedures, rules,
regulations, policies, and techniques (the “Brand Standards”) of the Hilton Garden Inn (“Brand”) focused service brand system (the “System”). To achieve and maintain
high standards of quality and service and associated goodwill for the System, it is essential that Owner strictly adhere to all elements of the System, including, without
limitation, the Manual and the Owner’s Agreement. Notwithstanding anything in this Manual to the contrary, the policies contained in the Resources to this Manual are not
required to be adopted by a franchised Hotel as long as the Hotel adopts a policy covering the subject matter in the attachment that meets all legal requirements.
All references in this Manual to “Owner” refer to the Owner operating under a License Agreement or Franchise Agreement (which may be the owner of the Hotel) or the
owner under a Management Agreement, as applicable, with the Brand (the “Agreement”). All references in this Manual to the “Hotel” refer to the Hotel that has been
provided with this Manual. At times this Manual imposes obligations on the Hotel that are essential to the System. Owner is responsible for ensuring the hotel’s compliance
with those obligations. All references in this Manual to the “Brand” refer to Hilton Franchise Holding LLC or HLT Existing Franchise Holding LLC if the hotel is designated
as a USA hotel. Otherwise, these references refer to Hilton Worldwide Franchising LP. All references to Hilton Worldwide refer to Hilton Worldwide, Inc.
These Brand Standards are subject to change, amendment, or supplement from time to time by the Brand. The Brand has the sole and absolute discretion to grant
exceptions to these Brand Standards as it deems appropriate.
These Brand Standards are designed to protect the System and the trademarks and service marks associated with the System, and not to control the day-to-day operation
of the Hotel. Owner at all times will remain responsible for the operation of the Hotel, and all activities occurring at the hotel. Owner must hire and train its own employees.
The Brand is not responsible for and does not direct or control the conduct of any Hotel employee.
Owner must comply with and maintain the Brand Standards at a level equal to or greater than as set forth in this Manual. Violation of any of these Brand Standards by
Owner shall constitute default of Owner’s Agreement and would allow the Brand to take all necessary action to protect the integrity of the System.
This Manual is the property of the Brand and is provided to Owner for use and reference during the term of its Agreement with the Brand. Additions and modifications to
this Manual will be posted at a website of which the Brand will provide Owner notice, or will be sent to Owner, and Owner must comply with these additions and
modifications to the same extent as if set forth in this Manual at this time. For the avoidance of any doubt, any such additions or modifications set forth at such a website
are incorporated herein by reference.
Owner must maintain the confidentiality of the Manual. Upon termination of its Agreement, Owner must return this Manual and all other confidential material owned,
created, or used by the Brand without retaining any photocopies.
At or about the time Owner executes the Agreement, the Brand will place Owner in a Region set forth below. The Region that Owner is placed in is within the sole and
absolute discretion of the Brand and may be modified from time to time. Owner must comply with all Brand Standards applicable to that Region, which includes those
Brand Standards that are not limited by Region.
For the avoidance of any doubt, if the applicability of a Brand Standard or a section of a Brand Standard is limited to a specific Region and the Owner has not been placed
in that Region, then the Brand Standard or section, as the case may be, is not applicable to the Owner. Conversely, if the Owner has been placed in that Region, the
Owner must comply with the Brand Standard or section.
For the avoidance of doubt, wherever it is stated in this Brand Standards Manual that certain requirements/specifications would apply where the Hotel has or decides/
elects to have certain elements, whether the Hotel has or will have such elements is to be determined in the sole discretion of Hilton Worldwide.
Portable Document Format (PDF) Disclaimer
© Copyright 2017 Hilton Worldwide.

The information contained in the portable document format (PDF) version of this manual represents the brand standards as of the effective date. Hilton Worldwide reserves
the right, at our sole and absolute discretion, to change modify, add or remove portions of these standards at any time. These brand standards should be used for internal
purposes only and may not be publicly distributed. This PDF contains confidential information and any unauthorized disclosure, copying or distribution of this material is
strictly prohibited.
Summary-
2017 Hilton Garden Inn Summary of Changes
Applicable
Standard No. Old Summary New Summary Comments Change Type
Locations
> Applicable Laws, Ordinances and

Regulations
> HGI Satisfaction Promise
> Applicable Laws, Ordinances and
> Project GROW
Regulations
> Guest Room Security
> HGI Satisfaction Promise
> Fire Life Safety
> Guest Room Security
> HWW Privacy Standards
> Fire Life Safety
> Stay Connected
> Hilton Worldwide Privacy
> HDTV Requirements for
Standards
Guestrooms
> HDTV Requirements for Guest
> Interior and Exterior Graphics
Rooms
> Qualified Sales Professional Asia Pacific |
> Interior and Exterior Graphics
101.01.A > Brand Approved/Qualified GM Revised content Revision Europe | Middle
> Qualified Sales Professional
Professional East and Africa
> Qualified General Manager
> HGI GM Leader Training
Professional
Attendance
> General Manager Leader
> GM Conference Attendance
Training
> Internet Standards
> General Manager Conference
> Our Best Rates Guaranteed
> Sales Leader Training
> HHonors participation
> Internet Access
> CRM
> HHonors
> Brand-approved Ergonomic Chair
> CRM
> Brand-approved Mattress
> Brand-approved Fitness
Equipment
In countries where English is not

the primary language, the plaque
102.01.B.1 NOT APPLICABLE New content Addition Global
must be written in the local
language first and English second.
When a hotel executes a Product It is the responsibility of the hotel to
201.02 Improvement Plan (PIP) as part of request a waiver through The Revised content Revision Global
relicensing, all existing waivers Lobby with specific backup such as
Summary-1 CONFIDENTIAL Hilton Garden Inn Brand Stand Standards - Middle East and Africa Effective January 20, 2017
Applicable
Locations
pictures, future capital budgets,

past approved waivers, etc.
The Brand Committee will review

all submitted waiver requests within
approximately 30 days of
submission. Delays may occur if
additional information is required or
if the waiver process is not
followed. Once processed the hotel
will receive an automatic response
associated with the hotel become
with the updated waiver status.
null and void.
If the hotel renovates or executes a
Product Improvement Plan (“PIP”)
as part of relicensing, all existing
waivers associated with the hotel
become null and void.
NOTE: Waivers submitted on the

day of a Quality Assurance
evaluation will not be expedited by
the Brand.
If it is discovered that the hotel has

policies or offerings that are not in
compliance with Brand Standards
during a non-inspection period, it
will be issued an Administrative
Red Zone QA evaluation. The hotel
201.02.A NOT APPLICABLE New content Addition Global
will have the opportunity to work
with the Brand toward resolution. If
a hotel is under a brand-approved
Product Improvement Plan (PIP), a
compliance date on its PIP
supersedes the compliance date for
Applicable
Locations
the same requirement in these

Standards.
Brand Standard waivers are for a

hotel that cannot comply with a
Standard for a specific, justifiable
reason. Approved waivers will be
reviewed during Quality Assurance
visits. Approved waivers can be
revoked prior to expiration date
201.02.B NOT APPLICABLE New content Addition Global
based on the needs of our guests,
the competition, or re-evaluation
from Brand Management. The
grant or denial of an approval,
consent, or waiver is within the
Brand’s sole and absolute
discretion.
The hotel must not in any way

attempt to solicit scores from
guests at any time including the
use of buttons, posters or other
forms of guest communication
(written or verbal) unless otherwise
Promoting or campaigning for
noted below. This includes soliciting
SALT/Guest Review scores (e.g.,
comments and/or reviews for third-
nine, 10, or any other rating) is
party scoring media not sanctioned
201.03.A prohibited. This includes, and is not Revised content Revision Global
by the Brand. The hotel is not
limited to, the use of buttons,
permitted to run independent
posters, stickers, e-mails, and/or
feedback programs (e.g., surveys,
verbally soliciting perfect scores.
kiosks, etc.) without prior approval
from Brand Performance Support
and the Hilton Worldwide Guest
Experience Team. No employees of
the hotel, management company,
owner or their immediate family
Applicable
Locations
shall complete a SALT survey for

the hotel in question.
Each hotel must maintain a

structure and décor package that
offers guests a fresh and
contemporary product meeting
brand standards. During a
voluntary renovation, including the
replacement of FF&E or soft goods,
hotels must meet current brand
The hotel must maintain a structure
standards.
and décor package that offers
guests a fresh and contemporary
At the time of a PIP, the age of an
product meeting Brand Standards.
existing hotel’s interior design
During a voluntary renovation,
package and it’s components must
including the replacement of
not exceed 5 years for soft goods
furniture, fixtures and equipment
and 10 years for FF&E. Global
(FF&E) or soft goods, the hotel
Design Services will review hotel
must comply with the current Brand Adjusted replacement ages for soft
images and determine if
202.03 Standards. goods, furniture, fixtures and Addition Global
replacement is necessary to meet
For existing hotels, soft goods and equipment.
brand and guest expectations. If
FF&E must be replaced when
changes are necessary the
condition warrants as determined
franchisee/general manager will be
by the Brand or at the following
notified and must submit a detailed
ages (whichever comes first):
plan to Global Design Services
(completed by a certified interior
> 6 years for soft goods
designer or firm) for updating the
> 12 years for furniture, fixtures and
space. Required work may include,
equipment
but not be limited to:
> Replacement of the case goods

> Updates to wall finishes
> Updates to lighting packages and
artwork
> Replacement of flooring (tile and/
or carpet)
Applicable
Locations
> Replacement of tub surrounds

and other bath fixtures.
> Soft good replacement
The hotel must maintain a structure

The hotel must maintain a structure and décor package that offers
and décor package that offers guests a fresh and contemporary
guests a fresh and contemporary product meeting Brand Standards.
product meeting Brand Standards. During a voluntary renovation,
During a voluntary renovation, including the replacement of
including the replacement of furniture, fixtures and equipment
furniture, fixtures and equipment (FF&E) or soft goods, the hotel
(FF&E) or soft goods, the hotel must comply with the current Brand
must comply with the current Brand Standards.
202.03 Standards. Revision Global
For existing hotels, any soft good or
For existing hotels, soft goods and casegood must be replaced when
FF&E must be replaced when condition, design style and/or
condition warrants as determined relevance warrants as determined
by the Brand or at the following by the Brand or at the following
ages (whichever comes first): ages (whichever comes first):
• 6 years for soft goods • 6 years for soft goods (e.g.,
• 12 years for furniture, fixtures drapes, bedding, etc.)
and equipment • 12 years for furniture, fixtures
and equipment
The hotel must maintain a structure The hotel must maintain a structure
and décor package that offers and décor package that offers
guests a fresh and contemporary guests a fresh and contemporary
product meeting Brand Standards. product meeting Brand Standards.
During a voluntary renovation, During a voluntary renovation,
202.03 including the replacement of including the replacement of Release 1: 2017 Revision Global
furniture, fixtures and equipment furniture, fixtures and equipment
(FF&E) or soft goods, the hotel (FF&E) or soft goods, the hotel
must comply with the current Brand must comply with the current Brand
Standards. Standards.
Applicable
Locations

For existing hotels, soft goods and casegood must be replaced when
FF&E must be replaced when condition, design style and/or
condition warrants as determined relevance warrants as determined
by the Brand or at the following by the Brand or at the following
ages (whichever comes first): ages (whichever comes first):
• 6 years for soft goods • 6 years for soft goods (e.g.,

• 12 years for furniture, fixtures drapes, bedding, etc.)
and equipment • 12 years for furniture, fixtures
and equipment
Global Design Services will review
hotel images and determine if Global Design Services will review
replacement is necessary to meet hotel images and determine if
brand and guest expectations. If replacement is necessary to meet
changes are necessary the brand and guest expectations. If
Franchisee/General Manager will changes are necessary the
be notified and must submit a Franchisee/General Manager will
detailed plan to Global Design be notified and must submit a
Services (completed by a certified detailed plan to Global Design
interior designer or firm) for Services (completed by a certified
updating the space. interior designer or firm) for
updating the space.
A qualified General Manager or

Hotel Manager must be certified in
the Leader Program. A hotel is not
the GM Leader program. A hotel is
permitted to operate longer than
not permitted to operate longer
150 days without a certified
than 150 days without a certified
General Manager or Hotel
302.01.A General Manager or Hotel Revision Global
Manager. Brand Performance
Manager. All pre-opening hotels
Support must be notified within 10
must have a General Manager or
days of a change in General
Hotel Manager in place 180 days
Manager by notifying
prior to the scheduled opening date
Advice@hilton.com.
to avoid delays in opening.
Applicable
Locations
All pre-opening hotels must have a

General Manager or Hotel Manager
in place 120 days prior to the
scheduled opening date to avoid
delays in opening.
Certification expires once the

certified individual leaves the Brand
for a period of 24 months.

the Leader Program. A hotel is not
permitted to operate longer than
150 days without a certified
A qualified General Manager or General Manager or Hotel
Hotel Manager must be certified in Manager. Brand Performance
the GM Leader program. A hotel is Support must be notified within 10
not permitted to operate longer days of a change in General
than 150 days without a certified Manager by notifying
302.01.A General Manager or Hotel Advice@hilton.com. Release 1: 2017 Revision Global
Manager. All pre-opening hotels
must have a General Manager or All pre-opening hotels must have a
Hotel Manager in place 180 days General Manager or Hotel Manager
prior to the scheduled opening date in place 120 days prior to the
to avoid delays in opening. scheduled opening date to avoid
delays in opening.
Certification expires once the

certified individual leaves the Brand
for a period of 24 months.
The hotel must ensure that its team

403.02 NOT APPLICABLE members are trained according to New content Addition Global
applicable laws concerning fire,
Applicable
Locations
food and team member safety and

disability awareness.
All properties must submit press The brand creates and distributes
releases for Brand PR approval the hotel opening press release for
prior to distribution. Properties must all new hotels. The hotel should
use the approved press release expect to receive the draft press
templates provided by the Brand release to route through necessary
PR team housed in the PR Suite approvals (i.e. hotel management,
located on the Creative Resource ownership, etc.) at least two weeks
Center (CRC Toolkit). The press prior to opening.
release templates cover such
topics as topping off, All properties must submit press
groundbreaking and new staff releases for Brand PR approval
appointments. Please note, the prior to distribution. Properties must
Brand PR Team will create and use the approved press release
distribute all opening property templates provided by the Brand
releases and will share with the PR Team housed in the PR Suite
property prior to distribution. located on the Creative Resource
Center (CRC Toolkit). The press
501.02.C Revised content Revision Global
Additionally, Brand PR release templates cover such
recommends all properties topics as topping off,
download and review Commcierge: groundbreaking, and new staff
A Guide to Hilton Worldwide Public appointments.
Relations in the PR Suite. The
document provides policies and Additionally, Brand PR
guidelines for media interviews, recommends all properties
social media and crisis situations download and review Commcierge:
(any event that has the potential for A Guide to Hilton Worldwide Public
regional and/or national media Relations in the PR Suite. The
coverage damaging to the brand). document provides policies and
The document also details filming guidelines for media interviews,
guidelines. Any filming involving a social media, and crisis situations
third party, regardless if it is paid or (any event that has the potential for
unpaid and whether if Brand Marks regional and/or national media
will be used, must be approved by coverage damaging to the Brand).
Brand PR. The document also details filming
Applicable
Locations
guidelines. Any filming involving a

third party, regardless if it is paid or
unpaid and whether Brand Marks
will be used, must be approved by
Brand PR.
Only Brand Management

authorized and approved
advertising and promotional
materials may be displayed within
the hotel.
Only Brand Management
authorized and approved The hotel must comply with all Added content regarding Hilton
502.01.A advertising and promotional aspects of Brand and/or Hilton Worldwide mandated programs and Revision Global
materials may be displayed within Worldwide mandated programs and promotions.
the hotel. promotions. This includes, but is
not limited to, the procurement and
placement of promotional collateral,
rate offerings and other associated
guidelines communicated as part of
these programs.
All hotel stationery, brochures, and

collateral must be created using
brand-approved templates.
The hotel must comply with all

All hotel stationery, brochures, and aspects of Brand and/or Hilton Added content regarding Hilton
503.01 collateral must be created using Worldwide mandated programs and Worldwide mandated programs and Revision Global
brand-approved templates. promotions. This includes, but is promotions.
not limited to, the procurement and
placement of promotional collateral,
rate offerings and other associated
guidelines communicated as part of
these programs.
Applicable
Locations
Reference to “brand.com” in this

Brand Standard refers to all
Domain names for all addresses websites for brands within the
related to the hotel, or that redirect Hilton Worldwide Portfolio of
506.01.A Revised content Revision Global
to hotel’s Internet address, must be Brands and micro sites around the
owned by the Brand. world, including hilton.com,
hilton.co.uk, hilton.de, hilton.jp. and
hilton.es.
The hotel may not register, own,

maintain or use any domain names,
World Wide Web or other electronic
communications sites (including
“micro sites”; collectively “site(s)”)
relating to the network (as defined
below), country, any product or
service of the hotel, or that includes
the Marks. The only domain
names, sites, or site contractors
Domain names for all addresses
that the hotel may use are those
related to the hotel or that redirect
assigned or otherwise approved in
to the hotel’s Internet address must
advance in writing by the Brand
be registered to and owned by
Marketing team. The hotel
506.01.A.2 Hilton Worldwide. If the hotel is Revised content Revision Global
acknowledges and agrees that the
using a domain name for the hotel
right to approve all materials is
that it has registered, it must
necessitated by the fact that those
transfer ownership immediately to
materials must include and be
Hilton Worldwide.
linked with the Marks. Therefore,
any use of the Marks on the World
Wide Web, the Internet, or any
other computer network/electronic
distribution, must conform to the
Brand requirements, including the
identity and graphics standards for
all network hotels.
For purposes of this Manual,
network means the hotels, resorts,
Applicable
Locations
inns, conference centers, time

share properties and other
operations that Hilton Worldwide
and its subsidiaries and affiliates
provide services to, or own, license,
lease, operate or manage.
Neither the Franchisee nor any

affiliated party, with the exception of
those already using the Hilton
Worldwide search marketing
506.01.B.2 NOT APPLICABLE agency of record, may register their New content Addition Global
paid search campaigns with Hilton
Worldwide’s search team. To reach
the search team, send email to
search.help@hilton.com
Paid search campaigns must be

Paid search campaigns must direct
approved by the Hilton Worldwide
click-through traffic to a Brand
506.01.B.8 eCommerce department or Hilton Revised content Revision Global
website or an approved vendor-
Worldwide Global Online
hosted website.
department.
Paid search campaigns must direct Paid search campaigns cannot be

click-through traffic to a Brand Web launched in competition with Hilton
506.01.B.9 Revised content Revision Global
site or an approved vendor-hosted Worldwide sponsored search
Web site. campaigns.
Paid search campaigns cannot be

Paid search campaigns cannot be designed to direct potential
launched in competition with Hilton customers to a hotel or cluster at
Worldwide sponsored search the expense of another hotel in the
campaigns. Hilton Worldwide Portfolio of
Brands.
Paid search campaigns cannot be Paid search campaigns must be

designed to direct potential coordinated with the Brand
Applicable
Locations
sponsored search campaign. If the

hotel launches a paid search
campaign other than through the
customers to a hotel or cluster at Hilton Worldwide search marketing
the expense of another hotel in the agency of record, a list of proposed
Hilton Worldwide Portfolio of keywords must be submitted to the
Brands. search team for validation and
approval. To reach the search
team, send email to
search.help@hilton.com.
Hilton Worldwide must maintain full

Paid search campaigns must be
control over the hotel’s online local
coordinated with the Brand
business listings. The hotel name,
sponsored search campaign. If the
address, phone number and
hotel launches a paid search
website must remain consistent
campaign other than through the
across all local channels to ensure
Hilton Worldwide search marketing
506.01.B.12 maximum visibility within the search Revised content Revision Global
agency of record, a list of proposed
engine. Incorrect or inconsistent
keywords must be submitted to the
information listed within these
search team for validation and
listings will result in lower quality
approval. To reach the search
scores within the search engines
team, send e-mail to
ultimately resulting in lower
rankings.
506.03 Revised title Revision Global
Microsites (commonly referred to

Before the hotel initiates the
as vanity, independent or local
creation of a new stand-alone Web
sites) are stand-alone web pages
site, the hotel and all of its suppliers
or sites that operate outside of the
must contact eCommerce to ensure
Brand.com environment. Microsites
506.03.A that all guidelines are met. The Revised content Revision Global
are prohibited by the Brand without
hotel must have completely
prior, written approval through
optimized its brand.com Web site
Hilton Worldwide’s Digital and
and received approval before
eCommerce teams. Details
developing any stand-alone site.
regarding the approval process can
Applicable
Locations
be obtained through the hotel’s

Hilton Worldwide regional
eCommerce Manager.
Additional pages or functionality

added to the microsite after the
Additional pages or functionality initial launch must be reviewed and
added to the Web site after the approved by Hilton Worldwide’s
506.03.E initial launch of the site must be Digital and eCommerce teams. Revised content Revision Global
reviewed and approved as well by Details regarding the approval
the hotel's eCommerce Manager. process can be obtained through
the hotel’s Hilton Worldwide
regional eCommerce Manager.
The creation and production of new

The creation and production of new mobile apps is prohibited by the
mobile apps is not recommended. Brand without prior, written
In the event the hotel feels that they approval through Hilton
Revised to align with Hilton
have a strong business case for Worldwide’s Digital and
506.03.R Worldwide's mobile application Revision Global
developing a mobile app, it is eCommerce teams. Details
policy.
required that the hotel engage their regarding the approval process can
eCommerce manager prior to be obtained through the hotel’s
developing an app. Hilton Worldwide regional
eCommerce Manager.
To claim the guarantee, the guest To claim the guarantee, the guest
must have a confirmed reservation must have a confirmed reservation
made on brand.com, made on brand.com,
hiltonhhonors.com, hiltonhhonors.com,
hiltonworldwide.com, Hilton hiltonworldwide.com, Hilton
Reservations Customer Care or Reservations Customer Care, or
602.02.D Revised discount offering content. Revision Global
directly at a hotel. If the guest finds directly at a hotel. If the guest finds
a lower publicly available rate on a a lower publicly available rate on a
non-Hilton Worldwide booking non-Hilton Worldwide booking
channel (except for opaque Web channel (except for opaque
sites) for the same websites) for the same
accommodations at the same hotel, accommodations at the same hotel,
Applicable
Locations
same dates of stay, same length of

same dates of stay, same length of
stay, same number of guests,
stay, same number of guests,
cancellation policy is within 1 day
cancellation policy is within one day
and same guestroom type and
and same guestroom type and
available for purchase within 24
available for purchase within 24
hours of booking the reservations,
hours of booking the reservations,
the guest must fill out and submit a
the guest must fill out and submit a
claim form to Hilton Worldwide’s
claim form to Hilton Worldwide’s
guest assistance department in the
guest assistance department in the
manner prescribed in the form. The
manner prescribed in the form. The
claim form or phone request must
claim form or phone request must
be received within 24 hours of the
be received within 24 hours of the
time the original reservation was
time the original reservation was
confirmed and at least 72 hours
confirmed and at least 72 hours
prior to arrival at the hotel.
prior to arrival at the hotel.
Once Hilton Worldwide verifies the
Once Hilton Worldwide verifies the
availability and eligibility of the
availability and eligibility of the
lower rate, the reservation rate will
lower rate, the reservation rate will
be adjusted to match the lower
be adjusted to match the lower
offering. Either a $50 American
offering and an additional 25% will
Express® Gift card is sent to the
be taken off the room rate for each
guest once the stay is consumed or
night of the guest’s stay. In
a $50 folio credit is applied to the
addition, the hotel will be charged
stay and the hotel is charged the
the current Guest Assistance
current Guest Assistance
intervention fee.
intervention fee.
In addition to the below standards,

the hotel must maintain compliance Standard previously communicated
602.07 with all Go Hilton program as part of the Go Hilton program Addition Global
requirements as detailed in the launch on May 18, 2016.
Program Guide document.
The following groups are eligible to Standard previously communicated

602.07.A participate in the Go Hilton Team as part of the Go Hilton program Addition Global
Member Travel Program: launch on May 18, 2016.
Applicable
Locations
> Active employees at the locations

below are eligible to participate in
the Team Member Travel Program.
This includes all regular full-time,
part-time and seasonal staff,
employed by one of these
locations:
>> Hotels managed by Hilton
Worldwide
>> On-property at independently
owned and operated franchised
Hotels
>> Hilton Grand Vacations (HGV)
locations
>> Hilton Worldwide Corporate
Offices
> Active business partners working
at Hilton Reservations and
Customer Care (HRCC)
> All Owners Recognition Club
Members
The following groups are not
eligible to participate in this
program:
> On-call and other temporary staff
> Above property franchisees and
management company
representatives not working on
property (e.g., corporate office,
management company office, etc.)
> Retired and/or terminated Team
Members
> Retired and/or terminated
business partners/contractors at
Hilton Reservations and Customer
Care (HRCC)
Applicable
Locations
> All other independent, third-party

business partners/contractors
Standard Team Member room

rates:
> $35.00* USD per night

>> Hilton Garden Inn
>> Hampton by Hilton
>> Homewood Suites by Hilton
>> Home2 Suites by Hilton
>> Tru by Hilton
> $45.00* USD per night:
>> Hilton Hotels & Resorts
>> Canopy by Hilton
>> DoubleTree by Hilton
>> Embassy Suites by Hilton
> $55.00* USD per night:
Standard previously communicated
>> Curio - a Collection by Hilton
602.07.B as part of the Go Hilton program Addition Global
>> Conrad Hotels & Resorts
launch on May 18, 2016.
>> Waldorf Astoria Hotels &
Resorts
*Rates above do not include

applicable taxes or mandatory
charges. Room rates are converted
to the applicable local currency
once per year based on Plan
exchange rates. Rates may be
higher for a very small subset of
hotels with above average
operating costs or where necessary
based on local tax regulations.
Resort Fees are not applicable to
Team Member Rates.
Applicable
Locations

rates:
rates:
• $35.00* USD per night
• Hilton Garden Inn
• Hampton by Hilton
• Homewood Suites by Hilton
• Home2 Suites by Hilton
• Tru by Hilton
• Tru by Hilton
• $45.00* USD per night:
602.07.B • Hilton Hotels & Resorts Revision Global
• Hilton Hotels & Resorts
• DoubleTree by Hilton
• Canopy by Hilton
• Embassy Suites by Hilton
• Curio - a Collection by Hilton
• Waldorf Astoria Hotels &
• Conrad Hotels & Resorts
Resorts
Resorts
Standard Team Member room Standard Team Member room

rates: rates:
• $35.00* USD per night • $35.00* USD per night

• Hilton Garden Inn • Hilton Garden Inn
• Hampton by Hilton • Hampton by Hilton
• Homewood Suites by Hilton • Homewood Suites by Hilton
• Home2 Suites by Hilton • Home2 Suites by Hilton
602.07.B • Tru by Hilton • Tru by Hilton Release 1: 2017 Addition Global
• $45.00* USD per night: • $45.00* USD per night:
• Hilton Hotels & Resorts • Hilton Hotels & Resorts
• Canopy by Hilton • DoubleTree by Hilton
• DoubleTree by Hilton • Embassy Suites by Hilton
• Embassy Suites by Hilton • $55.00* USD per night:
• $55.00* USD per night: • Curio - a Collection by Hilton
• Curio - a Collection by Hilton • Canopy by Hilton
• Conrad Hotels & Resorts • $75.00* USD per night:
Applicable
Locations

Resorts
Resorts
charges. Room rates are
charges. Room rates are
converted to the applicable local
converted to the applicable local
currency once per year based on
currency once per year based on
Plan exchange rates. Rates may
Plan exchange rates. Rates may
be higher for a very small subset of
be higher for a very small subset of
Team Member Rates.
Team Member Rates.
Eligible participants (refer to

Standard 602.07.A) staying on a
Team Member or Family and
Friends rate must receive a 50%
food and beverage discount* at
restaurants operated by the host
hotel. Restaurants are defined as Standard previously communicated
602.07.C outlets offering hot food prepared as part of the Go Hilton program Addition Global
on-property. launch on May 18, 2016.
*Discount may not be applied to

mini-bar purchases or in-room
dining. Please refer to the Go Hilton
Program Guide for additional terms
and conditions.
Room inventory is centrally
managed and determined based on
602.07.D as part of the Go Hilton program Addition Global
the Occupancy Forecast Engine.
Please refer to the Go Hilton
Applicable
Locations
Inventory Management Quick

Reference Guide for more details,
including the submission processes
for Extraordinary Demand Dates
and High Demand Dates.
The hotel must comply with the

HHonors Member Relocation and
Recovery requirements detailed in
Standard 701.03.D if they are
unable to accommodate a
guaranteed Team Member rate
reservation.
In the event that a credit card used

to secure a Go Hilton reservation
expires or fails pre-arrival
authorization, the hotel is not
permitted to immediately cancel the
booking. The hotel must attempt to
contact the guest via email or
telephone a minimum of two times
prior to arrival in order to obtain a
new method of guarantee.
Eligible participants (refer to

Standard 602.07.A) are required to
present photo identification and a
valid form of payment upon check-
in.
602.07.E as part of the Go Hilton program Addition Global
Travel Passports are not required
for any reservations, whether they
were made under the original Team
Member Travel Program or under
the Go Hilton Team Member Travel
Program. Independent employee or
Applicable
Locations
reservation verification forms are

When staying on Team Member

rates, HHonors members must
receive all standard HHonors
benefits for their tier, in addition to
any benefits awarded through the
Team Member HHonors or Owners
HHonors program. This applies to
602.07.F as part of the Go Hilton program Addition Global
all reservations made under the
original Team Member Travel
Program and the new Go Hilton
program.
Refer to Section 701.02 for a

detailed listing of HHonors benefits.
In addition to the below standards,

the hotel must maintain compliance Standard previously communicated
602.08 with all Go Hilton program as part of the Go Hilton program Addition Global
requirements as detailed in the launch on May 18, 2016.
Program Guide document.
Eligible participants referenced in

Standard 602.07.A and family and/
or friends authorized by an eligible Standard previously communicated
602.08.A participant referenced in Standard as part of the Go Hilton program Addition Global
602.07.A are eligible to participate launch on May 18, 2016.
in the Go Hilton Family and Friends
Travel Program.
Standard Family and Friends rates

are 50% off the Best Available Rate Standard previously communicated
602.08.B (BAR)*. BAR is defined as the as part of the Go Hilton program Addition Global
lowest unqualified, unrestricted rate launch on May 18, 2016.
that is subject to the hotel’s
Applicable
Locations
standard cancellation policy.
*Resort Fees may be applied to

Family and Friends Rates.
Countries with tax regulations
requiring rates higher than the
standard Family and Friends rate
might reflect a rate that exceeds
50% off BAR. Refer to the Go
Hilton Program Guide for any
countries where this condition
applies.
Family and Friends are not eligible

for the food and beverage discount
on their own. They must be dining
602.08.C as part of the Go Hilton program Addition Global
with an eligible participant who is
staying on a Team Member or
Family & Friends rate.
Room inventory is centrally

managed and determined based on
the Occupancy Forecast Engine.
Please refer to the Go Hilton
Inventory Management Quick
Reference Guide for more details,
including the submission processes
for Extraordinary Demand Dates Standard previously communicated
602.08.D and High Demand Dates. as part of the Go Hilton program Addition Global
HHonors Member Relocation and
Recovery requirements detailed in
Standard 701.03.D if they are
unable to accommodate a
guaranteed Family and Friends rate
reservation.
Applicable
Locations
In the event that a credit card used

to secure a Go Hilton reservation
expires or fails pre-arrival
authorization, the hotel is not
permitted to immediately cancel the
booking. The hotel must attempt to
contact the guest via email or
telephone a minimum of two times
prior to arrival in order to obtain a
new method of guarantee.
Eligible participants referenced in

Standard 602.07.A and family and/
or friends authorized by an eligible
participant referenced in Standard
602.07.A are required to present
photo identification and a valid form
of payment upon check-in.
602.08.E as part of the Go Hilton program Addition Global
Travel passports are not required
for any reservations, whether they
were made under the original
Family Travel Program or under the
Go Hilton Family & Friends Travel
program. Independent employee or
reservation verification forms are
When staying on Family and

Friends rates, HHonors members
must receive all standard HHonors
benefits for their tier, in addition to
602.08.F as part of the Go Hilton program Addition Global
any benefits awarded through the
Team Member HHonors or Owners
HHonors program if applicable.
This applies to all reservations
Applicable
Locations
made under the original Family

Travel Program and the new Go
Hilton program.
Refer to Section 701.02 for a

detailed listing of HHonors benefits.
The hotel must achieve a minimum

score of 90% on the Global Sales/
Opportunity Report for the past full
six months. This score is calculated
based on the areas referenced in
603.02.A the below Standards. Revised content Revision Global
For property specific metrics,

please refer to the LOBBY >
REPORTS > HOTEL STATISTICS
> “PULSE REPORT”.
The hotel must take action on all

requests for proposals (RFPs)
received via MeetingBroker within
four business hours of receipt.
603.02.A.1 Action is defined as: New content Addition Global
> Assigning a property specific

salesperson
> Turning the lead down
The hotel must update the status of

the RFP throughout the booking
process. For bookings or RFPs with
past arrival dates, the statuses
603.02.A.2 New content Addition Global
below must be applied based on
the system used by the hotel:
> Delphi-integrated:
Applicable
Locations
>> Definite
>> Turned Down
>> Cancelled
> Simplified User Experience
(SUE):
>> Win
>> Did not Win
The hotel must enter business data

actuals for all definite
603.02.A.3 MeetingBroker generated bookings New content Addition Global
within five business days following
the program’s conclusion.
If the hotel chooses to offer If the hotel chooses to offer

inventory online through a third inventory online through a third
party, either directly or indirectly, it party, either directly or indirectly, it
must comply with all of the must comply with all of the
provisions of this Brand Standard: provisions of this Brand Standard:
> The hotel may only offer third- > The hotel may only offer third-
party online merchant and opaque party online merchant and opaque
model inventory through Brand model inventory through Brand
Accredited distributors. The list of Accredited distributors. The list of
accredited third-party distributors is accredited third-party distributors is
Added content regarding web
603.02.C available on The Lobby. available on The Lobby. Revision Global
services suspension.
PATH: THE LOBBY > PATH: THE LOBBY >
DEPARTMENTS > GLOBAL DEPARTMENTS > GLOBAL
SALES > GLOBAL THIRD PARTY SALES > GLOBAL THIRD PARTY
DISTRIBUTION > DISTRIBUTION DISTRIBUTION > DISTRIBUTION
PARTNERS > SELECT PARTNERS > SELECT
APPLICABLE REGION APPLICABLE REGION
> The hotel may not offer > The hotel may not offer
discounted rates through third-party discounted rates through third-party
sites claiming to be “closed” sites claiming to be “closed”
membership groups (i.e., membership groups (i.e.,
Travelzoo, Groupon). Travelzoo, Groupon).
Applicable
Locations
> The hotel may not offer discount > The hotel may not offer discount
rates (off of BAR) to same day or rates (off of BAR) to same day or
mobile sites (i.e., Hotel Tonight). mobile sites (i.e., Hotel Tonight).
> One Play, All Play: If the hotel > One Play, All Play: If the hotel
enters into an agreement with any enters into an agreement with any
Hilton Worldwide Accredited, third- Hilton Worldwide Accredited, third-
party online merchant then party online merchant then
distributor must participate with ALL distributor must participate with ALL
Accredited Merchant distributors. Accredited Merchant distributors.
NOTE: This requirement may or NOTE: This requirement may or
may not apply to all opaque or may not apply to all opaque or
distressed inventory distribution distressed inventory distribution
channels (i.e., hotwire.com, channels (i.e., hotwire.com,
priceline.com, and site59.com), as priceline.com, and site59.com), as
all practice different selling all practice different selling
strategies, thus equivalent strategies, thus equivalent
participation with all is not currently participation with all is not currently
required. required.
> No extranets. The hotel must > No extranets. The hotel must
maintain rates and inventory via maintain rates and inventory via
electronically connected single- electronically connected single-
image inventory management (e.g., image inventory management (e.g.,
direct OnQ Reservations direct OnQ Reservations
connectivity). connectivity). If the hotel is found to
> The hotel must comply with all of be in violation of this requirement,
the terms of the Best Available Hilton Worldwide may suspend
Rates Integrity and Consistency access to website services
Standard actual selling rates (including brand.com and online
(wholesale, retail, or otherwise), as travel agency sites).
are determined by the hotel. > The hotel must comply with all of
> The hotel must comply with all of the terms of the Best Available
the terms of all Hilton Worldwide Rates Integrity and Consistency
Website and Trademark Protection Standard actual selling rates
Standards including, but not limited (wholesale, retail, or otherwise), as
to: are determined by the hotel.
>> Bidding on or purchasing > The hotel must comply with all of
keywords containing the Marks the terms of all Hilton Worldwide
Applicable
Locations
Website and Trademark Protection

Standards including, but not limited
to:
(i.e., individual hotels may only buy
>> Bidding on or purchasing
Brand neutral keywords and/or the
keywords containing the Marks
hotel’s official name as listed in the
(i.e., individual hotels may only buy
Brand Directory) is prohibited.
Brand neutral keywords and/or the
>> The hotel is not authorized to
hotel’s official name as listed in the
permit use of the Marks by any
Brand Directory) is prohibited.
distributor. This includes advertising
>> The hotel is not authorized to
or any other direct or indirect
permit use of the Marks by any
marketing.
distributor. This includes advertising
>> Any content provided by the
or any other direct or indirect
hotel to an accredited distributor
marketing.
must also be provided to Hilton
>> Any content provided by the
Worldwide for its branded websites
hotel to an accredited distributor
and is subject to Hilton Worldwide
must also be provided to Hilton
review and approval in Hilton
Worldwide for its branded websites
Worldwide’s discretion.
and is subject to Hilton Worldwide
review and approval in Hilton
Worldwide’s discretion.
Hilton Worldwide routinely monitors

HHonors redemption reservations
and reimbursements. The
manipulation or booking of
fraudulent reservations to obtain an
701.01.C.3 NOT APPLICABLE increased redemption rate is strictly New content Addition Global
prohibited. If the hotel is found to
be in violation of this requirement,
Hilton Worldwide reserves the right
to apply a reimbursement
adjustment to the HHonors invoice.
The hotel must participate in the

Refreshed content for Global
701.03.A Hilton Worldwide Digital Check-In Revision Global
application.
program. This service is available
Applicable
Locations
to all HHonors guests beginning at

6:00 a.m. local time on the day
prior to arrival until Midnight on the
day of arrival.

following program requirements:
> The hotel will make all attempts

to offer the greatest amount of
rooms available to Digital Check
guests. Hotel will use the Digital
Check-in Settings (formerly
eCheck-in settings) application to
configure additional room types
within the same price category to
be offered to Digital Check-in
guests.
> The hotel must follow the
guidelines on the Digital Check-in
Front Desk Cheat Sheet (Link to
Reference) as it pertains to
Upgrades, ID, Credit Card and
Signature Card Registration. All
HHonors Members may be asked
to show ID
> It is strongly recommended that
both IDs are checked and credit
cards are scanned for all HHonors
Blue members
> If applicable, HHonors room
upgrades should be processed
prior to arrival. Subject to room
availability
> Key packets must be prepared
prior to guest arrival, unless the
guest opted in to use Digital Key
Applicable
Locations
where applicable.
NOTE: All attempts should be
made to honor the Digital Check-in
guest’s chosen room number.
For more information refer to the

Digital Check-in, please go to
digitalcheckin.hilton.com.

Hilton Worldwide Digital Check-In
Hilton Worldwide Digital Check-In
day of arrival.
day of arrival.
• The hotel will make all attempts
• The hotel will make all attempts
rooms available to Digital Check
701.03.A rooms available to Digital Check Revision Global
eCheck-in settings) application
to configure additional room
eCheck-in settings) application
types within the same price
to configure additional room
category to be offered to Digital
types within the same price
Check-in guests.
category to be offered to Digital
• The hotel must follow the
Check-in guests
guidelines on the Digital Check-
• The hotel must follow the
in Front Desk Cheat Sheet as it
guidelines on the Digital Check-
pertains to Upgrades, ID, Credit
in Front Desk Cheat Sheet as it
Card and Signature Card
pertains to Upgrades, ID, Credit
Registration. All HHonors
Card and Signature Card
Members may be asked to show
Registration. All HHonors
ID
Applicable
Locations
Members may be asked to show

ID • It is strongly recommended that
• It is strongly recommended that both IDs are checked and credit
IDs are checked and credit cards cards are scanned for all
are electronically captured for all HHonors Blue members
HHonors Blue members • If applicable, HHonors room
• If applicable, HHonors room upgrades should be processed
upgrades should be processed prior to arrival. Subject to room
prior to arrival. Subject to room availability
availability • Key packets must be prepared
• Key packets must be prepared prior to guest arrival, unless the
prior to guest arrival, unless the guest opted in to use Digital Key
guest opted in to use Digital Key where applicable.
(where applicable). NOTE: All attempts should be
NOTE:All attempts should be made to honor the Digital Check-
made to honor the Digital Check- in guest’s chosen room number.
in guest’s chosen room number. • For more information refer to the
Digital Check-in, please go to
For more information, please go to digitalcheckin.hilton.com.
www.digitalcheckin.hilton.com.
The hotel must participate in the The hotel must participate in the
Hilton Worldwide Digital Check-In Hilton Worldwide Digital Check-In
program. This service is available program. This service is available
to all HHonors guests beginning at to all HHonors guests beginning at
prior to arrival until Midnight on the day of arrival.
day of arrival.
701.03.A Release 1: 2017 Revision Global
The hotel must comply with the following program requirements:
following program requirements: • The hotel will make all attempts
• The hotel will make all attempts to offer the greatest amount of
to offer the greatest amount of rooms available to Digital Check
rooms available to Digital Check guests. Hotel will use the Digital
guests. Hotel will use the Digital Check-in Settings (formerly
Check-in Settings (formerly eCheck-in settings) application
Applicable
Locations
eCheck-in settings) application to configure additional room

to configure additional room types within the same price
types within the same price category to be offered to Digital
category to be offered to Digital Check-in guests.
Check-in guests • The hotel must follow the
• The hotel must follow the guidelines on the Digital Check-
guidelines on the Digital Check- in Front Desk Cheat Sheet as it
In Front Desk Cheat Sheet as it pertains to Upgrades, ID, Credit
pertains to Upgrades, ID, Credit Card and Signature Card
Card and Signature Card Registration. All HHonors
Registration. All HHonors Members may be asked to show
Members may be asked to show ID
ID • It is strongly recommended that
• It is strongly recommended that both IDs are checked and credit
IDs are checked and credit cards cards are scanned for all
are electronically captured for all HHonors Blue members
Blue members • If applicable, HHonors room
• If applicable, HHonors room upgrades should be processed
upgrades should be processed prior to arrival. Subject to room
prior to arrival. Subject to room availability
availability • Key packets must be prepared
• Key packets must be prepared prior to guest arrival, unless the
prior to guest arrival, unless the guest opted in to use Digital Key
guest opted in to use Digital Key where applicable.
(where applicable). NOTE: All attempts should be
NOTE: All attempts should be made to honor the Digital Check-
made to honor the Digital Check- in guest’s chosen room number.
in guest’s chosen room number. • For more information refer to the
For more information, please go to Digital Check-in, please go to
www.digitalcheckin.hilton.com. digitalcheckin.hilton.com.
Digital Key enabled hotels must

ensure that all HHonors benefits
and amenities are delivered to
701.03.A.1 NOT APPLICABLE New content Addition Global
guests utilizing this service. The
hotel must use the “From the Front
Desk” section of the HHonors App
Applicable
Locations
to provide information on benefit

delivery.
Please refer to digitalkey.hilton.com

for additional information and best
practices on the Digital Key
program.
Digital Key enabled hotels must Digital Key enabled hotels must
ensure that all HHonors benefits ensure that all HHonors benefits
and amenities are delivered to and amenities are delivered to
guests utilizing this service. The guests utilizing this service. The
hotel must use the “From the Front hotel must use the “Hotel Guide”
Desk” section of the HHonors App section of the HHonors App to
to provide information on benefit provide information on benefit
701.03.A.1 Revision Global
delivery. delivery by HHonors tier.
Please refer to Please refer to

www.digitalkey.hilton.com for www.digitalkey.hilton.com for
additional information and best additional information and best
practices on the Digital Key practices on the Digital Key
program. program.
Digital Key enabled hotels must Digital Key enabled hotels must
ensure that all HHonors benefits ensure that all HHonors benefits
and amenities are delivered to and amenities are delivered to
guests utilizing this service. The guests utilizing this service. The
hotel must use the “From the Front hotel must use the “Hotel Guide”
Desk” section of the HHonors App section of the HHonors App to
701.03.A.1 to provide information on benefit provide information on benefit Release 1: 2017 Revision Global
delivery. delivery by HHonors tier.
Please refer to
www.digitalkey.hilton.com for Please refer to
additional information and best www.digitalkey.hilton.com for
practices on the Digital Key additional information and best
program.
Applicable
Locations
practices on the Digital Key

program.
The hotel will be billed the cost of

compensation plus a first contact
resolution administrative fee for
each complaint resolved by Guest
Assistance. The hotel will have
access to all backup documentation
and payment will be due upon
receipt of the invoice.
The hotel will be billed the cost of
compensation plus an
> First Contact Resolution Fee: $15
administrative fee for each
(NOTE: The fee will not be applied
complaint resolved by Guest
to the first five claims received each
Assistance. If the Guest Assistance
704.01.A.3 month) Revised content Revision Global
Department receives more than five
> Intervention Fee (based on
first contact resolution claims, the
HHonors tier):
hotel will be billed an administrative
>> Non-member/Blue/Silver: $100
fee (plus the cost of compensation)
>> Gold: $150
for each additional claim.
>> Diamond: $200
Questions regarding files and

compensation can be directed to
your Guest Assistance Brand
Champion contact:
[BRAND].GAChampion@hilton.co
m
The hotel must grant Hilton Reimbursement for “Be My Guest”

Worldwide Guest Assistance certificates and authorized Direct
department the discretion to extend Bills should be submitted via the
704.01.B Revised content Revision Global
Hilton HHonors Diamond members upload function in the Guest
up to two complimentary future Assistance application.
nights.
Applicable
Locations
Questions regarding
reimbursements can be directed to
the Guest Assistance Admin Team
at:
Guest_Assistance_Admin@HRCC-
Hilton.com
Be My Guest” certificates issued

and redeemed by the same
property will be reimbursed in the
“Be My Guest” certificates will be
amount equal to what the hotel paid
reimbursed for the actual cost of
Guest Assistance for the certificate.
704.01.B.1 the guest’s room and tax for the Revised content Revision Global
If the certificate is redeemed at a
night, as booked on the
different property, the actual cost of
reservation.
the guest’s room and tax for the
reservation, will be reimbursed
The receiving hotel that accepts the

“Be My Guest” card will be
reimbursed for the actual cost of
the guest’s room and tax for the
Direct Bills will be reimbursed at the
reservation. The accepting hotel
amount authorized and
704.01.B.2 will be reimbursed for these room / Revised content Revision Global
documented in the Guest
tax charges by submitting a copy of
Assistance.
the guest folio and “Be My Guest”
card through the Guest Assistance
Reimbursement form located in
Guest Assistance Application on
The Lobby.
If the hotel chooses to install

electric vehicle charging stations,
803.05 they must be procured from the Addition Global
brand-approved solution provider:
Applicable
Locations
• General Electric (GE) - universal

charger, compatible with multiple
vehicle brands.
• Tesla - dedicated charger,
compatible with Tesla brand
vehicles only

Brand’s Design, Construction and
Renovation Standards at the time
of installation.
If the hotel currently offers electric

vehicle charging stations from an
alternative vendor, they must install
the approved solution upon
replacement.
For ordering details and additional

information, please refer to
http://hilton.evconnect.com.s3-web
site-us-west-2.amazonaws.com/
index.html.
If the hotel chooses to install

electric vehicle charging stations,
they must be procured from the
brand-approved solution provider:
803.05 • General Electric (GE) - universal Release 1: 2017 Addition Global

charger, compatible with multiple
vehicle brands.
• Tesla - dedicated charger,
compatible with Tesla brand
vehicles only
Applicable
Locations

Renovation Standards at the time
of installation.
If the hotel currently offers electric

vehicle charging stations from an
alternative vendor, they must install
the approved solution upon
replacement.
For ordering details and additional

information, please refer to
http://hilton.evconnect.com.s3-web
site-us-west-2.amazonaws.com/
index.html.
Concierge service must not be

offered as part of the Front Desk or
as a separate entity. If the hotel
wishes to install digital panels /
Concierge service must not be
virtual concierge, it must receive
offered as part of the Front Desk or
approval from the Brand prior to
as a separate entity. If the hotel
installation.
810.01 wishes to install digital panels / Revised content Revision Global
virtual concierge, it must receive
NOTE: Digital Concierge
approval from the Brand prior to
applications/panels are currently
installation.
under review by the Brand. Once
developed and communicated, all
hotels must adhere to published
standards.
When a sofa bed is provided, the
brand-approved and pillows must Europe | Middle
902.02.B.6 NOT APPLICABLE New content Addition
be stored in a zippered bag. East and Africa
Applicable
Locations
> One double sized duvet

> Two pillows: one synthetic, one
feather
> Stored on top shelf of closet (or a
sofa storage compartment, where
available)
> Two no-logo ceramic mugs and

two glass tumblers with no-logo
Stancaps, or placed upside-down
on plain paper napkins.
> Coffee mugs and glassware must Europe | Middle
902.02.C.2 Revised content Addition
be washed and sanitized each day East and Africa
they are used.
> Other wrapped cups may be
used if required by local/regional
regulations.
Refer to Section 2510.06.A.17 for

sofa bed specifications. Each sofa
bed must be made up with a
mattress pad. The bottom sheet,
pillow cases and duvet must be Europe | Middle
902.02.F.8 NOT APPLICABLE Revised content Addition
placed in a zippered plastic bag East and Africa
placed in the closet. Two additional
pillows for the sofa bed must be
placed in the storage compartment
within the sofa or the closet.
Refer to Standard 1102.04 for

1102.04 Revised content Revision Global
revised specifications
Refer to Standard 1102.06.A for

1102.06.A Revised content Addition Global
Refer to Standard 1102.06.B for

1102.06.B Revised content Addition Global
Applicable
Locations
1105.00 Revision Revision Global
Participation in the HGI Beverage

Program outlined in the HGI F&B
1106.03.A New content Addition Global
Operations Guide and administered
through MenuBuilder is required.
Minimum hours of operation for

Lunch, if offered, must be available
lunch, must be daily from noon
from noon (1200) to 2:00
(1200) to 2:00 p.m.(1400). Europe | Middle
1107.01.A p.m.(1400). Minimum hours of Revised content Addition
Minimum hours of operation for East and Africa
operation for dinner are 6:00 p.m.
dinner are 5:00 p.m. (1700) to
(1800) to 10:00 p.m.(2200) daily.
10:00 p.m.(2200) daily.
Equipment must not be older than 7

years from installation date. If
equipment is in need of
If equipment is in need of
replacement the hotel must replace
replacement the hotel must replace
existing equipment with brand-
existing equipment with brand- Added replacement age for
1302.04.B approved equipment specifications Revision Global
approved equipment specifications equipment
or other brand-approved
or other brand-approved
commercial grade equivalents.
commercial grade equivalents.
Cardio equipment may not be
mixed and matched among
vendors.
The hotel must have written, hotel-

specific plans in place and provide
ongoing training to address the
response and management of the
below emergency situations. All
1503.02.A plans (or copies of the plan) at the New content Addition Global
hotel must be consistent, updated
annually, and easily accessible to
all on-property employees.
The list below represents the
Applicable
Locations
minimum requirements of topics

that should be covered in hotel
operational and emergency
response plans. Hotel management
should identify and assess risks
relevant to their property to
determine if additional topics
should be included.
Examples of Incidents/Threats:
> Activation of Panic Alarms
> Adverse Weather Conditions
> Armed Robbery
> Asbestos Disturbance/Release
> Body Fluid Spillage (Pool/Spa)
> Boiler Failure
> Bomb Threat
> Broken Glass (Pool/Spa)
> Chemical Spillage
> Chemical, Biological,
Radiological, and Nuclear
> Chlorine Gas Escape (Health
Club)
> Contamination
> Criminal Offences/Threats of
Violence
> Death or drowning in Pool
> Death/Suicide
> Demonstration
> Electrical and Lighting Failure
> Enforcement Officer Visit
> Evicting Guests
> Failed Water Samples (Pool)
> Failed Water Samples (Spa)
> Filming Enquires
> Fire or Explosion
> Flood
Applicable
Locations
> Food Contamination or Food

Poisoning
> Foodborne Illness/Norovirus
> Gas Release/Leaks
> Guest Illness
> Health Club Operational Plans
> Infectious Diseases
> Legionella Outbreak
> Lift Failure/Entrapment
> Loss of Fire Alarm/System
> Major Body Fluid Spillage
> Media Handling
> Pandemic/Flu
> Political Unrest (Riot, Protest)
> Serious Accident
> Sexual Assault/Rape
> Shooting/Active Shooter
> Sprinkler Activation
> Telecom Failure
> Terrorist Attack
> Theft of Guest Property
> Transportation Emergencies
> Water Failure
The list of threats and incidents

above are minimum requirements.
To better understand when and
how to notify the appropriate Hilton
Worldwide stakeholders; please
review the REPORTING OF
THREATS AND INCIDENTS
section below.
Additionally, examples of
emergency response plans may be
accessed using the following links:
Applicable
Locations
> Owned and Managed Hotels

> Franchised Hotels
The hotel must have written hotel-

specific site crisis plans in place to
manage and resolve major threats
and incidents. The site crisis plan
needs to identify the crisis team
members, roles, responsibilities
and escalation requirements, and
reporting protocols to the
appropriate stakeholders (e.g.,
local authorities, owner) and to the
1503.02.B relevant Hilton Worldwide contact New content Addition Global
(e.g., Owned / Managed to contact
Safety & Security). The site crisis
plans must be maintained and
updated at least annually with
contact information reviewed every
six months (and updated more
frequently as needed). The site
crisis team at the hotel must
receive training every six months
(see training requirements below).
Hotel management is required to

report threats or emergency
incidents to the appropriate
stakeholders immediately; this
includes Hilton Worldwide as well
as franchise ownership. When
1503.02.C New content Addition Global
faced with a threat or incident, hotel
management should ask
themselves the following questions.
> Was or could there be serious

illness, injury, or loss of life?
Applicable
Locations
> Was or could there be significant

property damage or loss?
> Was or could there be a
significant business disruption?
> Was or could there be any
criminal activity?
> Were there or do you anticipate
media inquiries or external interest?
If the answer is YES to at least one

of the questions below, hotel
management must report the
situation to Hilton Worldwide
through the CRISIS HOTLINE: +1
214-572-7474.
Hotel team members and crisis

teams should be trained on the
1503.02.D New content Addition Global
above procedures every six
months.
To best protect Hilton Worldwide’s

reputation as the industry leader, all
General Managers and Team
Members should adhere to the
Hilton Worldwide External
Communications Policy (HW-
COMM-001) when receiving with
1503.02.E New content Addition Global
inquiries from the media or external
stakeholders regarding threats or
incidents. It is critical that all media
interactions are reviewed and
approved by the appropriate
regional, brand or corporate
communication contact.
Applicable
Locations
Threat: A likely event that may

compromise life safety, damage
assets, harm reputation, and/or
cause disruption to business
operations.
Threat Examples: Typhoon

predictions; spread of pandemic flu;
social unrest; environmental
contamination, major events like
the Olympics
Incident: An event that is currently

happening or has happened, and
has compromised life safety,
damaged assets, harmed
reputation, and/or disrupted
business operations.
1503.02.F New content Addition Global
Incident Examples: Hostage
situation at a property; earthquake;
tsunami; cybersecurity attack;
workplace violence; terrorism
Operational Incident: An event that

requires action as part of the
normal course of business
operations and does not require
activation of any BCM teams and
the BCM PMO.
Operational Incident Example:

Damage to an asset that requires
repair and insurance claims but
does not require activation of crisis
teams
Applicable
Locations
All statements certifying such

testing must be kept on file at the
hotel and be made available to the
All statements certifying such
Quality Assurance auditor upon
testing must be kept on file at the
request. Such inspection testing
hotel and be made available to the
and maintenance must be
Quality Assurance auditor upon
performed at least once every six
request. Such inspection testing
months. A minimum of one test per
and maintenance must be
year must be conducted by an
performed at least once every six
outside third party licensed to test
months. A minimum of one test per
fire safety equipment. Guest room/
year must be conducted by an
suite smoke detectors must be Added requirements for testing and
outside third party licensed to test
1503.04.B.3.d.1 included as part of this testing and documentation of Carbon Monoxide Revision Global
fire safety equipment. Guest room/
documentation. Carbon Monoxide detectors.
suite smoke detectors must be
detectors, if mandated in Design,
included as part of this testing and
Construction and Renovation
documentation.
Section 2516.00, must also be
included as part of this testing and
NOTES: Refer to The Lobby for the
documentation.
complete list of testing and
maintenance requirements by
NOTES: Refer to The Lobby for the
maintenance contractor and hotel
complete list of testing and
personnel.
maintenance requirements by
maintenance contractor and hotel
personnel.
All guest room entry doors must be All guest room entry doors must be
equipped with a 180-degree door equipped with a 180-degree door
viewer installed at 54-60 inches viewer installed at 54-60 inches
above the finished floor, and an above the finished floor, and an
additional viewer at 46 inches additional viewer at 46 inches
1504.01.B above the finished floor for above the finished floor for Added replacement requirement Revision Global
accessible guest rooms and accessible guest rooms and
fastened with an adhesive, door fastened with an adhesive, door
guard (swing) lock installed with guard (swing) lock installed with
tamper-proof screws and mortise tamper-proof screws and mortise
lock set with a 3/4″ latch, one-inch lock set with a 3/4″ latch, one-inch
Applicable
Locations
throw dead bolt, anti-celluloid

feature and panic release, and
display security and emergency
throw dead bolt, anti-celluloid instructions on the back of the door
feature and panic release, and or on the wall immediately adjacent
display security and emergency to the door.
instructions on the back of the door
or on the wall immediately adjacent Upon replacement of the guest
to the door. room door or viewer, the hotel must
comply with the Brand’s Design,
Standard 2510.01.C.4.
The hotel must have a door lock

interface software program that will
allow the hotel to program locks via
Hilton Worldwide PMS. This system
The hotel must have a door lock must interface with an approved
interface software program for RFID locks system in accordance
Hilton Worldwide PMS to interface with the Brand’s Design,
Revised interfaced key making
1701.01.C.7 to an approved RFID locks system Construction and Renovation Revision Global
software requirement.
in accordance with the Brand’s Standard (2514.01.P). In addition,
Design, Construction and where it is available by local or
Renovation Standards. regional banking and information
technology governance, the hotel
must install an approved credit card
interface system that will authorize
and process all credit card charges.
NOTE: Standardized on-property

sales and event execution software
for existing hotels is currently under
review by the Brand. Once
1701.07 NOT APPLICABLE New content Addition Global
standards and compliance dates.
Applicable
Locations
If the hotel is installing or

transitioning to a new on-property
sales and event execution
software, the Brand approved
Delphi.fdc solution must be
implemented. For additional
information on the approved
solution please refer to The Lobby
> Departments > Sales > Global
Groups, Conferences and Events >
Sales Systems Library.
The PBX switchboard service must

be operated 24 hours a day. Initial
calls into the PBX switchboard
The PBX switchboard service must must be answered in person or the
be operated 24 hours a day. Initial hotel must be enrolled in our
calls into the PBX switchboard ResMax program with Auto
must be answered in person or the Attendant. The auto attendant must
hotel must be enrolled in our be active 24 hours a day, every day
ResMax program which allows the of the year, must be programed to
use of an auto attendant answer on the first ring with an
(automated systems that answers approved Brand greeting with call
and routes calls with approved routing options where all
1703.02 Brand greeting and routing reservations are transferred to the Revised content Revision Global
options.) with all new reservations ResMax team, and meet all
being transferred to the ResMax security requirements. Auto
team. An on-hold message or attendant greetings must be
automated interceptors (automated reviewed annually, at a minimum,
systems that answer on the fourth and maybe required to be updated
ring) are acceptable as long as at the discretion of Hilton
there is a message reminding Worldwide. For questions regarding
callers that a service representative Auto Attendant, contact the
will assist them shortly. ResMax Business Development
Team at
ResMaxAutoAttendant@hilton.com
.
Applicable
Locations
All hotels must participate in the

Hilton Worldwide Guest Internet
program – “Stay Connected™”.
Guest room, public space and
meeting space Internet access
must be provided by a regionally
All hotels must participate in the
approved solution provider.
Hilton Worldwide Guest Internet
program – “Stay Connected™”
NOTE: Regionally approved
provided by a regionally approved
solution providers are currently
solution provider. Continued
under review by the Brand. These
participation in the Stay Connected
providers will be announced in the
™ program is subject to
third quarter of 2016. Once
compliance with the regionally
approved solution provider's
Lifecycle / equipment refresh
1705.01.A standards. Revised content Revision Global
program. Non-compliant hotels
must transition to the Stay
Continued participation in the Stay
Connected ™ program at the time
Connected ™ program is subject to
of expiration of current contract.
compliance with Hilton Worldwide’s
four year equipment refresh cycle.
NOTE: For complete Stay
Non-compliant hotels must
Connected™ program
transition to the Stay Connected ™
requirements refer to
program at the time of expiration of
www.hiltonworldwidestayconnected
current contract.
.com.
NOTE: For detailed Stay
Connected™ program
requirements refer to the Guest
Facing Technology page within The
Lobby.
Wireless Internet access must be The hotel must comply with all
installed in all guest accessible Guest Internet Access Technical
1705.02.A interior areas of the hotel to meet a Standards as provided by Hilton Revised content Revision Global
minimum signal strength of -65 Worldwide and the regionally
dBm (RSSI) on both the 2.4 and 5 approved solution provider.
Applicable
Locations
Wireless Internet access must be

installed in all guest accessible
interior areas of the hotel to meet a
minimum signal strength of -65
dBm (RSSI) on both the 2.4 and 5
GHz bands with a signal to noise
GHz bands with a signal to noise
ratio (SNR) of at least 30 dB.
ratio (SNR) of at least 30 dB.
Hotels may offer wired access in
Hotels may offer wired access in
addition to wireless.
addition to wireless.
Continued participation in the Stay

Connected ™ program is subject to
compliance with Hilton Worldwide’s
four year equipment refresh cycle.
The Living and Gathering Zones The Living and Gathering Zones
must each have a minimum 40” must each have a minimum 40”
commercial grade, flat panel commercial HDTV with remote
television, with remote control , and control, and must be easily
must be easily viewable from the viewable from the seating area.
seating area. When applicable, the When applicable, the Bar must
Bar must have a 26″-43″ television. have a minimum 40” commercial
Televisions must meet the following HDTV. Televisions must meet the
Central America
specifications: following specifications:
| Mexico | South
America | Asia
1706.01.A > Widescreen (16:9) HDTV screen, > Widescreen (16:9) HDTV screen, Revised size specifications Revision
Pacific | Europe
must have 1080p vertical must have 1080p vertical
| Middle East
resolution, support MPEG4 resolution, support MPEG4
and Africa
decoding and have digital tuners decoding and have digital tuners
and decryption capable of receiving and decryption capable of receiving
HD Free to Guest TV content (e.g., HD Free to Guest TV content (e.g.,
QAM/DVB-T/DVB-C/DVB-T2/ QAM/DVB-T/DVB-C/DVB-T2/
MPEG-4/Pro:Idiom/Digital Rights MPEG-4/Pro:Idiom/Digital Rights
Management) in the country in Management) in the country in
which the hotel is located which the hotel is located
> Televisions must be set with > Televisions must be set with
Applicable
Locations
closed caption as default. closed caption as default.

> The remote control must be > The remote control must be
accessible to guests at all times. accessible to guests at all times.
> The power and cable outlets and > The power and cable outlets and
cords must be concealed from view cords must be concealed from view
behind the television. behind the television.
> In public spaces, hotels must > In public spaces, hotels must
subscribe to a full channel lineup, subscribe to a full channel lineup,
including a broad selection of news, including a broad selection of news,
sports and entertainment channels, sports and entertainment channels,
with a particular focus on news and with a particular focus on news and
sports channels. Hotels must select sports channels. Hotels must select
programming packages that include programming packages that include
a variety of domestic and a variety of domestic and
international news channels. Local international news channels. Local
channels must be provided in HD, channels must be provided in HD,
and all other channels in the lineup and all other channels in the lineup
that are available in HD must be that are available in HD must be
provided in HD. provided in HD.
A 32″ high-definition, commercial A 40″ commercial HDTV with

LCD television with remote control remote control is required for
is required for fitness rooms less fitness rooms less than 350 sq. ft.
than 350 sq. ft. (35 m2) and (35 m2) and whenever personal
whenever personal viewing screens viewing screens (PVS) are
(PVS) are installed. The television installed. The television must be
must be easily viewable from all easily viewable from all equipment
equipment locations. Fitness rooms locations. Fitness rooms with
1706.01.C with greater than 500 sq. ft. (46 m2) greater than 350 sq. ft. (35 m2) Revised specifications Revision Global
must install two televisions. The must install two televisions. The
power and cable outlets and cords power and cable outlets and cords
must be concealed from view must be concealed from view
behind the television. Televisions behind the television. Televisions
must be set with closed caption as must be set with closed caption as
the default. Television must be wall the default. Television must be wall
or ceiling mounted. In cases where or ceiling mounted. In cases where
the fitness room shares a wall with the fitness room shares a wall with
Applicable
Locations
a guest room, the ceiling mounted

option must be used.
All new or replacement PVS

equipment must support an
encrypted free-to-guest signal
(such as Pro:Idiom or Verimatrix)
from head-end or set-top box input
to display a full lineup of at least 25
channels with a mix of news,
a guest room, the ceiling mounted sports, and entertainment
option must be used. programming. Premium movie
channels are not permitted in public
viewing areas.
Program PVS so no blank channels

or channels with static are visible.
Include a channel list with the name
and corresponding number of each
channel (either programmed into
the PVS or attached on a laminated
card to the machine).
Channels must include: Channels must include:
> All popular local standard > All popular local standard
broadcast channels broadcast channels
> News channels (minimum of > News channels (minimum of Central America
two), e.g., CNN, CNBC, BBC two), e.g., CNN, CNBC, BBC | Mexico | South
News, and/or Bloomberg TV News, and/or Bloomberg TV Added details regarding interactive America | Asia
1706.02 Revision
> Sports channel available in all > Sports channel available in all program guide Pacific | Europe
guest rooms OR the hotel bar guest rooms OR the hotel bar | Middle East
> A minimum of five international > A minimum of five international and Africa
channels where commercially channels where commercially
available. Nationality/language available. Nationality/language
depending on the hotel’s largest depending on the hotel’s largest
nationality contribution to nationality contribution to
Applicable
Locations
occupancy.
> A minimum of one channel must
be in English.
> Consult the HDTV site:
www.HiltonWorldwideHDTV.com for
recommended channels.
occupancy.
> High-definition free-to-guest (HD
> A minimum of one channel must
FTG) channels must be introduced
be in English.
based on market availability.
> Consult the HDTV site:
> An interactive electronic program
www.HiltonWorldwideHDTV.com for
guide (IPG/EPG) is required when
recommended channels.
new HDTVs are purchased OR a
> High-definition free-to-guest (HD
new FTG contract is signed,
FTG) channels must be introduced
whichever comes first. The guide
based on market availability.
may be native to the television or
provided by an external service
provider. The guide must list all
channels and programs available in
the hotel and allow guests to
navigate to channels directly.
> Hotels where current LCD, flat Each hotel guest room must have a
panel televisions do not meet television that is C.E. /U.L. (CCC in
current size requirements below China) listed for commercial/
must replace the televisions within hospitality use with an individual
seven years of the manufacturing remote control. All televisions must
date. have 1080p vertical resolution and
> All guestroom televisions must be support MPEG4 decoding.
32″-43″ commercial, LCD high- Televisions or accompanying set-
1706.02 Revised specifications Revision Global
definition televisions (HDTVs). top box must have digital tuners
Pro:Idiom and MPEG4 are an capable of receiving HD Free to
optional feature. Guest TV content (e.g., QAM/DVB-
> Television size must be T/DVB-C/DVB-T2/MPEG-4/
appropriate for room and all suites Pro:Idiom/Digital Rights
must install 43″ televisions in the Management) in the country in
living area. which the hotel is located. Existing
> See Design, Construction and and new/replacement televisions
Applicable
Locations
must comply with the following

minimum size and technology
requirements:
Renovation Standards Section EXISTING: 32-43" commercial

2514.09.D for television stand HDTV
requirements.
> Program televisions so that NEW/REPLACEMENT: 40-49"
analog channels are not stretched. commercial HDTV
They should be displayed in native
4:3 format with “barn doors” (black > Televisions must not exceed
bars) on the left and right sides. HD seven years of age.
channels should fill the screen > Refer to the HDTV website
completely with 16:9 resolution. (www.HiltonWorldwideHDTV.com)
> All channels must be preset and for available models and pricing
appropriately identified from preferred providers.
electronically on the screen. > All channels must be preset and
> Any channel not received must appropriately identified
be locked (not accessible) to guest electronically on the screen. Any
access. channel not received must be
locked (not accessible) to guest
access.
> Remote control unit must not be
secured to any furnishings.
The hotel must comply with all

NOTE: The Digital Key program is aspects of the Digital Key program
currently under review by the as stated in the Digital Key
Brand. Once developed and Information and Change
communicated, all hotels must Management Guide available on
1708.01 Revised content Revision Global
adhere to these standards. Please Digitalkey.hilton.com.
refer to the “Coming Soon” section
of the Global Brand Standards NOTE: Please refer to Section
application for program updates. 701.03 for associated Digital
Check-In Standards
Applicable
Locations
If the hotel is a new build or

completing renovations it must
NOTE: Approved locks required as
implement an approved Digital Key
part of the Digital Key program are
enabled lock solution in accordance
currently under review by the
with the Brand’s Design,
Brand. Once developed and
1708.02 communicated, all hotels must Revised content Revision Global
Standard 2514.01.P.
adhere to these standards. Please
refer to the “Coming Soon” section
Existing hotels must comply with
of the Global Brand Standards
the following standards as they
application for program updates.
apply to installation/replacement
and preventative lock maintenance:
New build or hotel conversions that

begin construction or purchasing of
Furnishings, Fixtures and
Equipment must install Digital Key
1708.02.A NOT APPLICABLE Revised content Addition Global
enabled locks (if available). Please
refer to the Brand’s Design,
Standard 2514.01.P.
The hotel must install approved

Digital Key Enabled locks at the
time of PIP, renovation or
replacement.
1708.02.B NOT APPLICABLE Revised content Addition Global
Replacement locks must be Digital
Key enabled and comply with the
Renovation Standard 2514.01.P
The hotel must comply with the lock The hotel must comply with the lock
manufacturer guidelines as they manufacturer guidelines as they
apply to ongoing preventative apply to ongoing preventative
1708.02.C Revised content Revision Global
maintenance (e.g., battery maintenance (e.g., battery
replacement, software upgrades, replacement, software upgrades,
etc.). etc.). Battery replacement must be
Applicable
Locations
completed on a 12-18 months

rotation, or as needed.
Software/Firmware updates must

be completed no later than the time
frame listed in the chart below,
once notified by Hilton IT or by the
vendor.
> 1 - 399 Digital Key Locks: 14 - 21

Days
> 400 - 799 Digital Key Locks: 21 -
28 Days
> 800 - 1199 Digital Key Locks: 28 -
35 Days
> 1200 - 1599 Digital Key Locks: 35
- 42 Days
- 49 Days
- 56 Days
- 63 Days
- 70 Days
In addition, the hotel must maintain

the Digital Key Tool Kit (DKTK)
otherwise known as the Broker
Management Kit (BMK) supplied
during installation. The hotel must
ensure that the BMK unit is stored
in a secured location. Applicable
team members must be trained on
how to access Digital Key systems.
Applicable
Locations
The hotel must comply with the lock The hotel must comply with the lock
manufacturer guidelines as they manufacturer guidelines as they
apply to ongoing preventative apply to ongoing preventative
maintenance (e.g., battery maintenance (e.g., battery
replacement, software upgrades, replacement, software upgrades,
etc.). Battery replacement must be etc.). Battery replacement must be
completed on a 12-18 months completed on a 12-18 months
rotation, or as needed. rotation, or as needed. Software/
Firmware updates must be
Software/Firmware updates must completed no later than the time
be completed no later than the time frame listed in the chart below,
frame listed in the chart below, once notified by Hilton IT or by the
once notified by Hilton IT or by the vendor.
vendor.
• 1 - 399 Digital Key Locks: 7 - 14
• 1 - 399 Digital Key Locks: 14 - Days
21 Days • 400 - 799 Digital Key Locks: 14 -
• 400 - 799 Digital Key Locks: 21 - 21 Days
1708.02.C Revision Global
28 Days • 800 - 1199 Digital Key Locks: 21
- 35 Days • 1200 - 1599 Digital Key Locks:
35 - 42 Days • 1600 - 1999 Digital Key Locks:
63 - 70 Days
In addition, the hotel must maintain the Digital Key Tool Kit (DKTK)
the Digital Key Tool Kit (DKTK) otherwise known as the Broker
otherwise known as the Broker Management Kit (BMK) supplied
Management Kit (BMK) supplied during installation. The hotel must
Applicable
Locations
during installation. The hotel must ensure that the BMK unit is stored
ensure that the BMK unit is stored in a secured location. Applicable
in a secured location. Applicable team members must be trained on
team members must be trained on how to access Digital Key
how to access Digital Key systems. systems.
The hotel must comply with the lock

The hotel must comply with the lock
manufacturer guidelines as they
manufacturer guidelines as they
apply to ongoing preventative
apply to ongoing preventative
maintenance (e.g., battery
maintenance (e.g., battery
replacement, software upgrades,
replacement, software upgrades,
etc.). Battery replacement must be
etc.). Battery replacement must be
rotation, or as needed. Software/
rotation, or as needed.
Firmware updates must be
completed no later than the time
Software/Firmware updates must
be completed no later than the time
vendor.
vendor.
• 1 - 399 Digital Key Locks: 7 - 14
1708.02.C Release 1: 2017 Revision Global
Days
• 1 - 399 Digital Key Locks: 14 -
21 Days
21 Days
• 800 - 1199 Digital Key Locks: 21
28 Days
- 28 Days
• 800 - 1199 Digital Key Locks: 28
• 1200 - 1599 Digital Key Locks:
- 35 Days
28 - 35 Days
35 - 42 Days
35 - 42 Days
42 - 49 Days
42 - 49 Days
49 - 56 Days
49 - 56 Days
56 - 63 Days
56 - 63 Days
Applicable
Locations

63 - 70 Days
how to access Digital Key
systems.
how to access Digital Key systems.
The hotel must complete digitized

The hotel must complete digitized floor plans of all guestroom and
floor plans of all guest room and public spaces floors in accordance
public spaces floors in accordance with Hilton Worldwide’s Floor Plan
with Hilton Worldwide’s Floor Plan Specification Requirements.
Specification Requirements. The
hotel must submit floor plan data to The hotel must submit floor plan
a Hilton Worldwide approved data to a Hilton Worldwide
vendor within four weeks of hotel approved vendor within four weeks
opening. For a listing of approved of hotel opening. For a listing of
1708.03 vendors refer to the Digital Floor approved vendors refer to the Revised content Revision Global
Plan Resource on The Lobby. Digital Floor Plan Resource on The
Lobby.
The hotel is responsible for
ensuring the accuracy of submitted The hotel is responsible for
floor plan data. If the hotel alters ensuring the accuracy of submitted
the space displayed on their current floor plan data. If the hotel alters
digital floor plan it must submit new the space displayed on their current
floor plan data within four weeks of digital floor plan it must submit new
completed alteration. floor plan data within four weeks of
completed alteration.
NOTE: Text (SMS) messaging

1708.04 NOT APPLICABLE New content Addition Global
applications are currently under
Applicable
Locations
review by the Brand. Once

standards.
If the hotel is currently providing

services through a text messaging
application (e.g., Kipsu) it must
comply with the following:
Guests must opt-in and agree to

participate. Direct messaging
1708.04.A NOT APPLICABLE New content Addition Global
without consent is strictly
prohibited.
Direct marketing and selling via text

1708.04.B NOT APPLICABLE New content Addition Global
message is strictly prohibited.
Ensure that large items of luggage

are delivered separately to the
1805.02.M Added enterprise standard Addition Global
guestroom within fifteen (15)
minutes of arrival.
Provide guardrails at the top of all

accessible retaining walls with a Railings must be a minimum of
42"/1.0 m or more drop. Railings 42”/1.1 m in height and must have
Provide handrails or guardrails at must be a minimum of 42”/1.1 m in intermediate rails or ornamental
the top of all retaining walls 42"/1.0 height and must have intermediate pattern such that a 4”/102 mm
2501.02.L Revision Global
m above grade accessible to the rails or ornamental pattern such diameter sphere is not able to pass
guest. that a 4”/102 mm diameter sphere through and that children cannot
is not able to pass through and that climb (i.e. horizontal rails). - added
children cannot climb (i.e. to standard.
horizontal rails).
Provide a minimum 52” wall Provide a minimum 52” wall
Monitor size must be scaled
2507.03.J.4.b mounted HDTV with connectivity to mounted HDTV with connectivity to Revision Global
proportionately to the room
MATV system and to boardroom MATV system and to boardroom
Applicable
Locations
table connection, or else provide a

ceiling recessed, electronically
table connection, or else provide a
operated screen with controls
ceiling recessed, electronically capacity/dimensions. - added to
located near lighting
operated screen with controls standard.
controls. Monitor size must be
located near lighting controls.
scaled proportionately to the room
capacity/dimensions.
The pool and whirlpool copings The pool and whirlpool copings
must have the international no must have the international no
diving symbol and the words "NO diving symbol and the words "NO
DIVING" around the pool and DIVING" around the pool and
4"/100 mm high deleted from
2508.03.P.5 whirlpool perimeter. The text must whirlpool perimeter. The text must Revision Global
standard.
be legibly displayed in 4”/100 mm be legibly displayed in contrasting
high, contrasting characters in the characters in the English language.
English language. Text in the local Text in the local language may also
language may also be added. be added.
When possible, provide an

When possible, provide an
employee smoking area that is Seating, an ash urn, trash can and
employee smoking area that is
2513.04.J covered and invisible to guests heater in cold climates - added to Revision Global
covered and unaccessible to
view with seating, an ash urn, trash standard.
guests view.
can and heater in cold climates.
Door frames must be welded or

knockdown three-piece metal frame
or knockdown with snap-on trim
and must be properly secured and
Door frames must be welded or installed. Metal frames with snap-
knockdown three-piece metal on trim must meet the following
2514.01.G frames and must be properly requirements: Snap on trim is now allowed. Revision Global
secured and installed. Snap-on trim Fabricated from fire rated
is not allowed. prefinished steel, 18 gauge
Casing/snap-on trim must have a
simple, rectangular profile.
Decorative profiles such as
"colonial" design are not permitted.
Applicable
Locations
Casing clips must be heat treated

spring clips
Corner miter guard must be a
mechanical connection between
upright/vertical piece and header
casing.
14 gauge hinge reinforcement
plates
Factory finished hot dipped
galvanized base with factory
applied finish paint
Provide guardrails at all grading

differences over 42"/1.0 m. Railings
must be a minimum of 42”/1.0 m in
height and must have intermediate
2514.10 Not Applicable to this Brand rails or ornamental pattern such Global guardrail standard. Addition Global
that a 4”/102 mm diameter sphere
is not able to pass through and that
children cannot climb (i.e.
horizontal rails).

casegood must be replaced when
For existing hotels, any softgood or condition, design style and/or
casegood must be replaced when relevance warrants as determined
condition warrants as determined by the Brand or at the following Standard edited to require 6 years
2515.00.A by the Brand or when 5 years old ages (whichever comes first): for soft goods & 12 years for Revision Global
(softgoods) or 10 years old furniture, fixtures & equipment.
(casegoods), whichever comes > 6 years for soft goods (e.g.,
first. drapes, bedding, etc.)
> 12 years for furniture, fixtures and
equipment
100 - OUR BRAND
OUR BRAND
100-
100 - OUR BRAND
101.00 CORE BRAND STANDARDS........................................................................................................................................... 100-2
102.00 BRAND HOSPITALITY..................................................................................................................................................... 100-2
103.00 BRAND DESIGNATIONS ................................................................................................................................................. 100-3
104.00 ACCESSIBILITY............................................................................................................................................................... 100-4
105.00 SUSTAINABILITY............................................................................................................................................................. 100-4
100-1 CONFIDENTIAL Hilton Garden Inn Brand Stand Standards - Middle East and Africa Effective January 20, 2017
100 - OUR BRAND
101.00 CORE BRAND STANDARDS
101.01 COMPLIANCE
Quality Assurance checks for compliance with all Brand Standards. However, non-compliance with any one of the following Core Brand Standards will
result in an overall Red Zone for Brand Standards Compliance and potential Agreement default and termination.
A. CORE BRAND STANDARDS
• Applicable Laws, Ordinances and Regulations

• HGI Satisfaction Promise
• Guest Room Security
• Fire Life Safety
• Hilton Worldwide Privacy Standards
• HDTV Requirements for Guest Rooms
• Interior and Exterior Graphics
• Qualified Sales Professional
• Qualified General Manager Professional
• General Manager Leader Training
• General Manager Conference
• Sales Leader Training
• Internet Access
• HHonors
• CRM
B. HIGH STANDARDS OF SERVICE AND PHYSICAL APPEARANCE
All aspects of a hotel (or any associated facility or service) including, but not limited to, personnel, buildings, grounds, furnishings, fixtures, décor,
equipment, signs, vehicles, linens, supplies, glass, printed matter and any other element thereof that affects the guest directly or indirectly, must be
maintained at all times in accordance with the high standards of service and physical appearance associated with branded hotels .
102.00 BRAND HOSPITALITY
102.01 GUARANTEE
100 - OUR BRAND
Every hotel must unconditionally deliver the Hilton Garden Inn Satisfaction Promise to every guest. If guests are not completely satisfied—regardless of
the reason—they must be offered resolution, to their 100 percent satisfaction, or they don’t pay. To effectively implement this unconditional guarantee,
each hotel must:
A. GUARANTEE DELIVERY
Empower each hotel employee to action the promise when needed and give all hotel employees the authority to deliver the promise without
requiring additional management approval.
B. DISPLAY OF GUARANTEE
Prominently display the Hilton Garden Inn Satisfaction Promise plaque where designated by the Brand.
1. In countries where English is not the primary language, the plaque must be written in the local language first and English second.
C. GUARANTEE RECEIPT
Complete a service recovery record for each guarantee invoked. Ensure that invocation is transmitted to the Hilton Worldwide office during each
night’s audit. For hotels operating on the OnQ PMS platform, completion of a service recovery record should be done by using the “Non-Revenue
Service Recovery” button (the Pineapple Button) and the “Revenue Service Recovery” button (the $ button) as applicable by type of Service
Recovery provided.
D. GUARANTEE FILE
Hotels must make available the Service Recovery Revenue Tracking reports from OnQ PM for QA evaluations. Hotels that are not on OnQ PMS,
must maintain a file which must include a log of invocations for the past 30 days.
103.00 BRAND DESIGNATIONS
103.01 AIRPORT DESIGNATION
100 - OUR BRAND
If the hotel is designated as an airport hotel, it must be located within five miles or up to 10 kilometers driving distance of the airport and provide van
service 24 hours per day, unless otherwise regulated by airport authority. Refer to Section 803.00 for more information.
103.02 CONFERENCE AND CONVENTION DESIGNATION
If the hotel has a conference center facility attached, adjacent to or nearby the hotel, it must be operated as a separate entity and collateral must not
refer to the conference facility as part of the hotel.
104.00 ACCESSIBILITY
104.01 NON-DISCRIMINATION REQUIREMENTS
The hotel must meet all local disability requirements and any brand-specific requirements. Equipment/devices for travelers with disabilities must be
available as a loan item, and complimentary to the guest. All management-on-duty and front desk staff must be familiar with the location and operation
of such equipment/devices. A list of these items must be maintained at the front desk.
105.00 SUSTAINABILITY
105.01 LIGHTSTAY™
The hotel must utilize the Hilton Worldwide sustainability measurement system LightStay™. All requirements below refer to LightStay™ functionality.
New hotels must comply with all Brand Standards in this section within three months of opening.
A. ENERGY, WATER AND WASTE
The hotel must input the following data:

• All applicable energy sources’ consumption and cost (e.g., electric, steam, gas, solar PV, etc.)
• All applicable water sources’ consumption and cost (e.g. municipal water, “grey” water, etc.)
• All applicable waste streams’ output and cost (e.g., solid waste, recycling, food waste, hazardous, etc.)
The hotel must correct all alerts for missing, incomplete or outside range data within 30 days of the alert
100 - OUR BRAND
B. PROPERTY AND OPERATIONS SURVEYS
The hotel must complete its property survey and operations survey. These two surveys must be reviewed and updated as applicable every year
before April 30th.
C. GOALS AND IMPROVEMENT PROJECTS
• The hotel must have annual energy reduction, water reduction, and waste diversion goals. These three goals must be saved on LightStay before
April 30 of each year.
• The hotel must have three active improvement projects at all times, one per each of the area mentioned above (energy, water and waste).
Projects do not need to be started and completed in one year. For instance, an active energy reduction improvement project can be to install
energy efficient lighting in all guest rooms over a period of two years. The hotel must track the progress of its improvement projects on LightStay.
D. OPTIONAL DATA
As LightStay continues to evolve, additional data points will be included in the hotel’s rating calculations. While not required at this time, it is
recommended that the hotel also inputs the following data:
• Number of food covers
• Weight of laundry processed on-site
• number of banquet hours
105.02 Not Applicable to this Brand
105.04 ANIMAL WELFARE
A. Not Applicable to this Brand
B. Not Applicable to this Brand
100 - OUR BRAND
C. ENDANGERED SPECIES
All food and beverage operations contained within or provided by the hotel (including third-party operations) must ensure compliance with
applicable laws and Hilton Worldwide sustainability commitments. Menu offerings that feature endangered species of wild fauna and flora (as
defined by the Convention on International Trade in Endangered Species of Wild Fauna and Flora) are strictly prohibited (e.g., shark fin, humphead
wrasse, etc.).
For a detailed list of prohibited species please refer to the Convention on International Trade in Endangered Species of Wild Fauna and Flora web
site: http://www.cites.org/eng/disc/species.php
200 - QUALITY ASSURANCE
QUALITY ASSURANCE
200-
201.00 GENERAL RULES ........................................................................................................................................................... 200-2
202.00 QUALITY ASSURANCE PROGRAM ............................................................................................................................... 200-3
203.00 THRESHOLDS AND RANKINGS..................................................................................................................................... 200-5
204.00 QUALITY ASSURANCE IMPROVEMENT PLANNER ..................................................................................................... 200-5
205.00 RELICENSING / RENOVATION / CHANGE OF OWNERSHIP .......................................................................................200-5
201.00 GENERAL RULES
201.01 BRAND STANDARDS ACCESS
Employees must have access to the Brand Standards application via the Lobby > My Applications > Brand Standards.
201.02 BRAND STANDARDS WAIVERS
It is the responsibility of the hotel to request a waiver through The Lobby with specific backup such as pictures, future capital budgets, past approved
waivers, etc.
The Brand Committee will review all submitted waiver requests within approximately 30 days of submission. Delays may occur if additional information
is required or if the waiver process is not followed. Once processed the hotel will receive an automatic response with the updated waiver status.
If the hotel renovates or executes a Product Improvement Plan (“PIP”) as part of relicensing, all existing waivers associated with the hotel become null
and void.
NOTE: Waivers submitted on the day of a Quality Assurance evaluation will not be expedited by the Brand.
A. ADMINISTRATIVE RED ZONE
If it is discovered that the hotel has policies or offerings that are not in compliance with Brand Standards during a non-inspection period, it will be
issued an Administrative Red Zone score on its previous Quality Assurance evaluation. The hotel will have the opportunity to work with the Brand
toward resolution. If a hotel is under a Brand approved Product Improvement Plan (PIP), a compliance date on its PIP supersedes the compliance
date for the same requirement in these Standards.
B. BRAND DISCRETION
Brand Standard waivers are for a hotel that cannot comply with a standard for a specific, justifiable reason. Approved waivers will be reviewed
during Quality Assurance visits. Approved waivers can be revoked prior to expiration date based on the needs of our guests, the competition, or re-
evaluation from Brand Management. The grant or denial of an approval, consent, or waiver is within the Brand’s sole and absolute discretion.
201.03 DATA INTEGRITY
The Brand, Hilton Worldwide Portfolio of Brands and the hotel collect guest data for use in Customer Relationship Management and research.
A. PROHIBITED ACTIVITIES
The hotel must not in any way attempt to solicit scores from guests at any time including the use of buttons, posters or other forms of guest
communication (written or verbal) unless otherwise noted below. This includes soliciting comments and/or reviews for third-party scoring media not
sanctioned by the Brand. The hotel is not permitted to run independent feedback programs (e.g., surveys, kiosks, etc.) without prior approval from
Brand Performance Support and the Hilton Worldwide Guest Experience Team. The hotel is not permitted to solicit feedback from employees of the
hotel, management company, owner or their immediate family for the hotel in question.
B. ALTERING DATA
Manipulating or altering the data or information of a guest is not permitted except at the request of a guest. Should there be evidence that indicates
a hotel, or individual affiliated with the hotel, has manipulated guest data in any way, the Brand may take the following action:
1. If altered data is related to the manipulation of SALT surveys, those surveys deemed fraudulent will be removed from the sample (survey
sample size will be replaced throughout the remainder of the year).
2. The hotel and/or individual affiliated with the hotel will not be eligible for recognition from any Brand awards or other Brand recognition
opportunities for that current year, including both quarterly awards and annual awards.
3. The hotel will automatically receive a non-reversible, administrative unacceptable.
201.04 FRANCHISE/HOTEL MANAGEMENT APPROVAL
New Franchisees, or proposed third-party management, must have a history of hotel management and multiunit portfolio experience in the mid-scale
segment.
202.00 QUALITY ASSURANCE PROGRAM
202.01 PERIODIC EVALUATION
All hotels must comply with all Brand standards and are subject to periodic quality assurance evaluations performed by the Hilton Worldwide Quality
Assurance Department at the Brand’s discretion. Each hotel must maintain the Quality Assurance Resource Binder to support the Quality Assurance
checklists. The hotel must provide a complimentary room for the quality assurance auditor for the stay relating to the evaluation. The purpose of these
evaluations is to verify that all hotels are in substantial compliance with Brand operating standards relating to:
• Cleanliness of the hotel
• Condition of the hotel
• Adherence to Brand Standards
• Service Delivery and Training Documentation
Evaluations are scored on a four-tiered grading system of:
• Outstanding/Green Zone: 90 - 100%
• Acceptable/White Zone: 80 - 89.99%
• Acceptable/Yellow Zone: 75 - 79.99%
• Unacceptable/Red Zone: 0 - 74.99%
Quality Assurance evaluates compliance with all Brand Standards. However, without limiting the Brand’s rights or the hotel’s obligations under its
Franchise/Management Agreement, non-compliance with any key Brand Standards, including any one of the Core Standards ( see Section 101.01) will
result in an overall “Red Zone” for Brand Standards compliance and may result in potential termination of the Franchise/Management Agreement.
202.02 SPECIAL EVALUATIONS AND AUDIT FEES
Hotels scoring an “Unacceptable/Red Zone” on a follow-up evaluation are deemed to be substantially non-compliant with Brand quality standards. The
hotel will be submitted to the quality assurance committee for review and may be issued a Notice of Default and Termination. If a hotel is issued a
Notice of Default and Termination, a final, special evaluation is conducted. The date of the special evaluation is announced and communicated via
certified mail to the principal correspondent of the hotel. The purpose of the special evaluation is to verify correction of all previous deficiencies and
ensure that no new substantial issues are present.
The hotel will be charged a $2,500 (or local equivalent) fee (subject to change) for special evaluations and any audits conducted in excess of two per
year
202.03 STRUCTURE AND DÉCOR
The hotel must maintain a structure and décor package that offers guests a fresh and contemporary product meeting Brand Standards. During a
voluntary renovation, including the replacement of furniture, fixtures and equipment (FF&E) or soft goods, the hotel must comply with the current Brand
Standards.
For existing hotels, any soft good or casegood must be replaced when condition, design style and/or relevance warrants as determined by the Brand or
at the following ages (whichever comes first):
• 6 years for soft goods (e.g., drapes, bedding, etc.)
• 12 years for furniture, fixtures and equipment
203.00 THRESHOLDS AND RANKINGS
203.01 MINIMUM PERFORMANCE
All hotels must maintain a minimum performance gate standard as outlined on the QA checklist, based on the response date within a rolling six months
of data, in the following categories:
• Overall Service Score
• Cleanliness of Guest Room
203.02 OUTSTANDING PERFORMANCE GATE
The outstanding performance gate serves as an eligibility threshold. Hotels with both Overall Service Scores and Cleanliness of Guest Room scores
(top 9 and 10 box based on a rolling six months of data) residing above the performance gate will be eligible to receive an “Outstanding/Green Zone” if
all other quality assurance requirements are met.
204.00 QUALITY ASSURANCE IMPROVEMENT PLANNER
204.01 IMPROVEMENT PLANNER
All evaluations will include a detailed “Quality Assurance Improvement Planner” outlining all items found to be deficient. Upon completion of the
inspection, the quality assurance auditor will review and answer any questions the General Manager has regarding the noted deficiency. If the overall
evaluation grade is “Unacceptable/Red Zone,” the General Manager must complete and update the Interactive Improvement Planner with corrective
action, the person responsible for corrective action and targeted completion date to Brand Performance Support within 14 days of the inspection. The
hotel must then use the Improvement Planner to ensure timely improvements in quality. If the hotel has an “Unacceptable/Red Zone” score in the same
main area (including Brand Standards compliance or any hotel sub-areas) for two consecutive evaluations, it will be deemed non-compliant and its
Franchise Agreement may be terminated.
205.00 RELICENSING / RENOVATION / CHANGE OF OWNERSHIP
205.01 PRODUCT IMPROVEMENT PLAN (PIP)
Hilton Worldwide’s Quality Assurance Department will conduct an inspection of the hotel, noting deficiencies and variances from prevailing Brand
Standards including, but not limited to, construction standards and furnishing standards. A Product Improvement Plan (PIP) will be prepared. Failure to
identify deficiencies does not relieve the Franchisee of the responsibility of completing/correcting these items or making modifications necessary to
comply with Brand Standards. Submissions for approval must be made as follows:
A. REDESIGN / REFURBISHING
Where the redesign/refurbishing of existing facilities is required, design drawings including, but not limited to, guestroom and commercial area
furnishings, layouts and interior/exterior color elevations, must be submitted to and approved by Hilton Worldwide. Color renderings must be
submitted to and approved by Hilton Worldwide.
B. CONSTRUCTION
Where construction of additional facilities is required, complete drawings and specifications must be submitted to and approved by Hilton
Worldwide Architecture and Construction Department before beginning construction. The assigned Project Manager will visit the project during
construction to verify progress on the approved plan.
205.02 DESIGN SUBMITTAL PROCESS
The hotel's renovation plan must be submitted through the Focus Design Site and follow all Brand specifications as detailed in the Design,Construction
& Renovation Section 2500 of these Standards. Refer to the “Resource” section of the Brand Standards Application for additional information.
A. BRAND APPROVAL
When replacing, updating or renovating any part of the hotel, all proposed changes or updates must be pre-approved by Global Design Services
before the products or services are ordered and purchased. Projects requiring approval include major renovations and construction as well as
routine replacement of items such as, but not limited to, carpets, draperies, furniture, and wall treatments.
The submittal, compiled by a professional interior designer, must include:
• Written Scope describing the proposed work or alterations
• Scaled drawing, to include but not limited to plans, elevations, reflected ceiling, FF&E layouts, millwork & shop drawings
• Physical samples of and technical specifications for all fabrics & finishes securely tagged and cross-referenced to the FF&E layouts
• If a partial renovation or replacement is planned, digital photographs of existing goods and surrounding areas must be included to demonstrate
how the new selection will coordinate with the existing decor.
• All documents must be presented digitally for review to Global Design Services via Focus.Hilton.com. More detailed information can be found on
our self-service website www.HiltonWorldwide.com/design
NOTE: To ensure a timely review, the submittal must be made in its entirety, not in phases.
300 - EMPLOYEES
EMPLOYEES
300-
300 - EMPLOYEES
301.00 EMPLOYEE REQUIREMENTS........................................................................................................................................ 300-2
302.00 MANDATORY POSITIONS .............................................................................................................................................. 300-4
303.00 GENERAL RULES AND EXPECTED BEHAVIORS......................................................................................................... 300-6
304.00 EMPLOYEE APPEARANCE ............................................................................................................................................ 300-7
305.00 GUEST RELATIONS AND SERVICE STANDARDS........................................................................................................ 300-8
300 - EMPLOYEES
301.00 EMPLOYEE REQUIREMENTS
301.01 BRAND APPROVAL
Management companies must be approved by the Brand and complete the following:
A. MANAGEMENT COMPANIES
All parties requesting approval must submit required information through The Regional Brand Performance Support Director.
B. CHANGE IN MANAGEMENT COMPANY / MANAGEMENT STAFF
The Brand must approve management companies, ownership and General Managers in writing before any changes are made. Brand Performance
Support must be notified of a change in management company, ownership, Director of Sales or General Manager using one of the following
options:
• Email to Primary BPS Support, Advice@hilton.com
• HGI Brand Management, 755 Crossover Lane Memphis, TN 38117.
301.02 DUAL BRANDING / MULTI-HOTEL
Where a hotel shares the same building with a sister Hilton Worldwide brand, the hotel must adhere to Sections 302.01 and 302.02.A-C in addition to
the standards outlined below.
A. DUAL-BRAND HOTELS / SHARED FACILITIES
All dual branded hotels must follow one of the management team staffing models below (in addition to the remainder of the operational Standards
in this manual) and complete all required training found in the Training Checklists on The Lobby.
1. DUAL-BRAND GENERAL MANAGER / SALES LEADER
a. OPERATIONS REQUIREMENTS
Management Scenario: Dual-Brand General Manager responsible for both brands
300 - EMPLOYEES
• Brand 1
• Required brand-specific Hotel Manager
• Full time
• Oversees daily operations of specific brand
• Brand 2
• Required brand-specific Hotel Manager
• Full time
b. SALES REQUIREMENTS
Management Scenario: Dual-brand Director of Sales responsible for both brands

• Brand 1
• Full-time Sales Leader
• Oversees daily sales efforts of specific brand
• Brand 2
• Required brand-specific full-time Sales Leader
2. BRAND-SPECIFIC GENERAL MANAGER / DIRECTOR OF SALES
a. OPERATIONS REQUIREMENTS
Management Scenario: No Dual-brand General Manager

• Brand 1
• Required brand-specific General Manager
• Full time
• Not permitted to oversee both brands
• Brand 2
• Required brand-specific General Manager
• Full time
300 - EMPLOYEES
b. SALES REQUIREMENTS
Management Scenario: No Dual-brand Director of Sales

• Required brand-specific Sales Leader
• Full time
• Brand 2
• Required brand-specific Director of Sales
B. FOOD AND BEVERAGE ATTENDANTS
For dual-branded hotels, food and beverage attendants must not cover both hotels during service hours.
C. FRONT DESK STAFF
For dual-branded hotels, each brand’s front desk must be staffed independently of the other. One person may not cover more than one front desk
area at a time.
302.00 MANDATORY POSITIONS
302.01 GENERAL MANAGER
Every hotel must have a dedicated, full-time General Manager. If the General Manager has shared responsibility over two or more hotels, a hotel
manager holding a valid GM Leader certification, must be in place at each Hilton Garden Inn hotel that is under the General Manager’s supervision.
A. HIRING AND TRAINING
300 - EMPLOYEES
A qualified General Manager or Hotel Manager must be certified in the Leader Program. A hotel is not permitted to operate longer than 150 days
without a certified General Manager or Hotel Manager. Brand Performance Support must be notified within 10 days of a change in General
Manager by notifying Advice@hilton.com.
All pre-opening hotels must have a General Manager or Hotel Manager in place 120 days prior to the scheduled opening date to avoid delays in
opening.
Certification expires once the certified individual leaves the Brand for a period of 24 months.
B. LANGUAGES
The General Manager or property manager must be able to communicate with guests in English. Provisions must be made in the event that the
General Manager does not speak the local language.
C. EXPERIENCE
The General Manager or Hotel Manager must have at a minimum two years experience as a General Manager or as an Assistant General
Manager of a nationally recognized hotel or equivalent.
302.02 SALES LEADERSHIP
The hotel must have a full-time Director of Sales/Sales Manager, or position of equivalent responsibility on site. The Sales Leader must not hold that
position at more than one hotel.
A. REPRESENTATION
The hotel must not represent brands other than hotels in the Hilton Worldwide Portfolio of Brands while in discussion with local, regional or national
business contacts.
B. HIRING AND TRAINING
A qualified Sales Leader or position of equivalent responsibility must be certified in the Director of Sales certification program. A hotel is not
permitted to operate longer than 150 days without a valid sales certificate. All pre-opening hotels must have a Director of Sales/Sales Manager in
place 180 days prior to the scheduled opening date to avoid delays in opening.
300 - EMPLOYEES
C. LANGUAGES
The Sales Leader must be able to communicate with guests in English as well as the local language.
303.00 GENERAL RULES AND EXPECTED BEHAVIORS
303.01 REQUIRED LANGUAGES
At least one employee must be available 24 hours per day who can communicate with guests in English as well as the official language of the country in
which the hotel operates.
303.02 EXPECTED BEHAVIORS
All employees must model the following:
A. SOLICITATION
The solicitation of tips by any employee is prohibited. Examples include tip jars in the breakfast area, in-room housekeeping envelopes, etc.
B. PROFESSIONAL CONDUCT
At all times employees must conduct themselves in a professional manner, including but not limited to not smoking in the presence of guests.
Employees must not smoke at the front entrance of the hotel. Hotels must designate an appropriate smoking area for employees.
C. RESIDENCY
No hotel employee (including General Managers or Franchisees) is allowed to reside in the hotel.
300 - EMPLOYEES
303.03 MANAGER ON DUTY
All hotels must have a Manager on Duty.
A. GENERAL RULES
In situations where the General Manager is not on duty, another person on premises must be designated as the Manager-on-Duty.
1. On-duty employees must always be able to reach a manager or supervisor by radio, or cell phone to assist in resolving unexpected situations
and service issues. In situations where there are only two employees on duty, one person must be designated as Manager-on-Duty.
304.00 EMPLOYEE APPEARANCE
304.01 UNIFORMS
All hotel employees must wear a uniform while on duty
A. BRAND UNIFORMS
Uniforms must be approved by the Regional Director of Brand Performance Support.
B. GROOMING / APPEARANCE
All uniforms must be clean, pressed, in good condition and appropriately fit the employee. All employees must be neat, clean and well-groomed at
all times. This must include, but is not limited to, shoes, clothing, hair and personal hygiene.
1. General Managers, department managers and team leader employees may wear their own professional clothing. Business casual is
acceptable.
C. POSITIONS WITH SPECIFIC UNIFORMS
300 - EMPLOYEES
304.02 NAMETAGS
At all times while on duty, all employees must wear brand approved nametags.
304.03 DUAL BRANDING
A. BRAND SPECIFIC UNIFORMS
Dual-branded hotel must comply with the following:
1. Not Applicable to this Brand
3. OTHER POSITIONS
Housekeeping, laundry, maintenance, and van drivers at dual-branded hotels are allowed to wear the same uniforms and nametags based on
the following:
• Hilton Garden Inn & Homewood Suites
• Choose from either brand-approved - Superior
• Hilton Garden Inn & Home2 Suites
• The Brand is currently reviewing these requirements
• Hampton & Homewood Suites
• Lands' End Program
• Hampton & Hilton Garden Inn
• Lands' End Program
305.00 GUEST RELATIONS AND SERVICE STANDARDS
300 - EMPLOYEES
305.03 TELEPHONE PROTOCOL
The guest service phone line must be answered 24 hours per day.
400 - LEARNING AND DEVELOPMENT
LEARNING AND DEVELOPMENT

400-
401.00 GENERAL RULES ........................................................................................................................................................... 400-2
402.00 FRANCHISEE TRAINING ................................................................................................................................................ 400-3
403.00 EMPLOYEE TRAINING.................................................................................................................................................... 400-3
401.01 ADMINISTRATION
The Brand reserves the option to conduct certification for employees of the hotel from time to time. Attendance will be mandatory if the certification is
deemed necessary by the Brand. The hotel’s employees must achieve certification upon completion of training. Depending upon the hotel employee’s
job function and the type of training, additional training and re-certification may be required from time to time. Similarly, Owners, managers and
employees of management companies must attend mandatory orientation and training programs, and annual Brand conferences.
A. ELIGIBILITY
An individual must be currently employed by a brand Franchisee and/or commitment agreement holder to be eligible to participate in Brand
education programs.
B. DOCUMENTATION
All brand certification and training materials must be kept up-to-date, on hotel site and readily available to all employees at all times.
401.02 FEES / EXPENSES
Hotels will be held financially responsible for participation fees and expenses for brand education.
A. FRANCHISEE RESPONSIBILITIES
Franchisees are responsible for trainees’ wages, room, board, travel expenses and tuition charges (if applicable) during attendance at training
programs.
NOTE: Since this is business related, employee room discounts do not apply.
B. PAYMENT
Payment for training participants must be made at the time of registration. This includes payments for the program and all associated fees,
including tuition, cancellation and rescheduling fees (if applicable).
402.00 FRANCHISEE TRAINING
403.00 EMPLOYEE TRAINING
403.01 BRAND TRAINING
The hotel must be in compliance with all training requirements established by the Brand as outlined in the general training requirements on The Lobby.
B. SAFETY AND AWARENESS
CPR certification is required for at least one team member per shift on duty at all times (unless prohibited by local law).
403.02 ACCORDANCE WITH LOCAL LAW
The hotel must ensure that its employees are trained according to applicable laws concerning fire, food and employee safety and disability awareness.
403.03 DUAL BRAND TRAINING
Dual branded hotels must comply with all training standards outlined by each Brand on the training checklists located on the Lobby brand pages.
Compliance and required training common to both brands will not need to be duplicated.
500 - IDENTITY AND MARKETING
IDENTITY AND MARKETING

500-
501.00 LOGOS............................................................................................................................................................................. 500-2
502.00 ADVERTISING ................................................................................................................................................................. 500-9
503.00 HOTEL COLLATERAL ................................................................................................................................................... 500-11
504.00 SIGNAGE ....................................................................................................................................................................... 500-12
505.00 GRAPHICS - PRINTED MATERIALS AND SUPPLIES ................................................................................................. 500-13
506.00 INTERNET STANDARDS............................................................................................................................................... 500-14
501.00 LOGOS
501.01 HILTON WORLDWIDE TRADEMARKS AND LOGOS
All hotels must comply with trademark and logo guidelines set forth by Hilton Worldwide and the Brand Identity Guidelines accessible via the Lobby>My
Applications>HGI Creative Resource Center (HGICRC)
A. HILTON WORLDWIDE LOGOS
The Hilton Worldwide logos must be used according to the guidelines as shown on The Lobby and the following Standards:
1. The Hilton Worldwide name and/or logo is not allowed to be used on business cards, brochures, envelopes, letterhead, billboards or other
promotional pieces without written approval from Hilton Worldwide.
2. Once approval is received for reproduction, local printers must follow the outline guidelines for reproduction of logos found on The Lobby > My
Applications > HGI Creative Resource Center (HGICRC).
B. HILTON WORLDWIDE TRADEMARKS
Trademarks of Hilton Worldwide must be properly used as set forth in this Standard in all advertising and promotional materials and be given a
dignified and prominent position.
1. Trademarks of Hilton Worldwide must not be placed within shapes or borders except as provided in these Standards.
2. Trademarks of Hilton Worldwide must not be etched on any surface where they become permanent and cannot be easily removed.
501.02 BRAND TRADEMARKS AND LOGOS
A. BRAND LOGOS
All hotels must follow the logo guidelines as described in the Brand Identity Guidelines located on The Lobby > My Applications > HGI Creative
Resource Center (HGICRC)
1. The Brand logo must never be altered. All logos, typeface, fonts, color palettes, patterns and images must be used according to the
requirements outlined in the Brand Identity Guidelines. All deviations from these requirements must receive written approval from the Brand
prior to use or installation.
2. The Brand logo must be used in all hotel advertising, posters, brochures, etc. It must precede or dominate an individual hotel name or logo. No
exceptions will be permitted.
B. BRAND TRADEMARKS
Brand trademarks must be displayed properly in all advertising and promotional materials, and used as set forth in the following standards:
1. Brand logos and/or hotel premises are not permitted to be integrated within media outlets (production companies, TV shows, etc.) without the
prior written consent of the Brand. See the Filming Guidelines on The Lobby.
2. Trademarks of the Brand must be given a dignified and prominent position and not be placed within shapes or borders.
C. BRAND PUBLIC RELATIONS
The brand creates and distributes the hotel opening press release for all new hotels. The hotel should expect to receive the draft press release to
route through necessary approvals (i.e. hotel management, ownership, etc.) at least two weeks prior to opening.
All properties must submit press releases for Brand PR approval prior to distribution. Properties must use the approved press release templates
provided by the Brand PR Team housed in the PR Suite located on the Creative Resource Center (CRC Toolkit). The press release templates
cover such topics as topping off, groundbreaking and new staff appointments.
Additionally, Brand PR recommends all properties download and review Commcierge: A Guide to Hilton Worldwide Public Relations in the PR
Suite. The document provides policies and guidelines for media interviews, social media, and crisis situations (any event that has the potential for
regional and/or national media coverage damaging to the Brand). The document also details filming guidelines. Any filming involving a third party,
regardless if it is paid or unpaid and whether Brand Marks will be used, must be approved by Brand PR.
501.03 INFORMATION PRIVACY
These Privacy Brand Standards are intended to promote customer trust, to facilitate compliance with privacy and data protection laws, and to help
manage privacy-related risk. They apply to all collection, use, sharing and other handling and processing of customer “Personal Information” at the
property level, by all brands globally.
A. DEFINITION OF PERSONAL INFORMATION
“Personal Information” (PI) or “Personally Identifiable Information” (PII) is any information that:
1. can be used (alone or in combination with other information within the hotel’s control) to identify, locate or contact a specific individual, or
2. can be associated with an identified or identifiable individual.
3. For example, Personal Information consists of an individual’s name in combination with their address, email address, HHonors number,
mother’s maiden name, Date of Birth, Taxpayer Identification Number, passport details, driver’s license number, other identification number
issued by a government or public body, or financial account number (with or without any code or password that would permit access to the
account).
Personal Information can be in any media or format, including computerized or electronic records as well as paper-based files, including all
copies, fragments, excerpts, whether or not such Personal Information has been intermingled with other information or materials.
B. DEFINITION OF SENSITIVE (OR SPECIAL) PERSONAL INFORMATION
“Sensitive” or “Special” Personal Information is a subset of Personal Information, which due to its nature has been classified by law or by policy as
deserving additional privacy and security protections. Special Personal Information includes:
1. Information about the race, religion, ethnicity, medical or health information, political opinions, trade union membership, background check
information or sexual life of an identifiable individual; or
2. Social Security Number.
C. DEFINITION OF CARDHOLDER INFORMATION
"Cardholder Data” means:
1. Cardholder Information consists minimally of the full payment account number (PAN) but can also include cardholder name, expiration date
and/or service code.
D. COLLECTION, USE AND ACCESS TO PERSONAL INFORMATION
Hotel must collect and use Personal Information in a reasonable and lawful manner, in accordance with these Standards.
1. Hotel may collect and use Personal Information only for the following purposes:
a. The purposes stated in the Hilton Worldwide Global Privacy Statement (including to process reservations and provide customer service),
or other applicable Hilton Worldwide-approved privacy policy/notice or consent form,
b. fulfilling or responding to a request from the individual,
c. performing Hotel’s contractual obligations to the individual,
d. complying with legal requirements, or
e. other purposes approved in writing by Hilton Worldwide.
2. Personal Information and Credit Card Information must never be collected on a stand-alone website.
3. Hotel or owner may not collect or use Personal Information for direct marketing purposes (e.g., direct mail, email campaigns, telemarketing)
unless approved in writing by Hilton Worldwide.
4. Within the hotel, access to Personal Information must be limited to personnel who reasonably need access to such Personal Information for
legitimate business purposes (such as to facilitate personalized guest interactions) or to carry out their assigned functions in an efficient and
effective manner.
5. Personal Information may never be used to market the products or services of a third-party or a non-Hilton Worldwide brand hotel.
6. Hotel may not collect Sensitive Personal Information unless required by local law.
7. Hotel may only use Sensitive Personal Information (as appropriate to provide customer service, meet an individual’s particular needs or
respond to a request from the individual.
8. Hotels may not call customers on property to ask for Cardholder (payment or credit card) information. Cardholder Information (other than card
on file transactions) must be taken in person at the front desk.
9. Guest collateral (e.g. key packets) must contain language that states: “The Hotel will never call your room to ask for credit card information.”
E. CCTV
1. CCTV cameras must not be placed in, or aimed at, guest rooms/suites, locker rooms, restrooms or other non-public areas.
2. Hotel’s use of CCTV cameras, installation, and the retention of CCTV footage must comply with applicable local laws including notice
provisions.
F. NOTICE AND TRANSPARENCY
Hotel must provide information about its privacy practices with individuals whose Personal Information is processed by Hotel.
1. Hotel must print two copies of the Hilton Worldwide Global Privacy Statement and keep them available at the front desk. One copy must be in
the local language. The Global Privacy Statement must be provided to individuals upon request.
2. In countries where an abbreviated privacy notice has been approved for inclusion on the registration card, hotel must include that privacy
notice on its registration cards.
3. All customer-facing Hotel websites must link to the Hilton Worldwide Global Privacy Statement, and no other privacy policy (unless approved in
writing by Hilton Worldwide).
G. CHOICE
Hotel must honor individuals’ requests to opt-out of receiving marketing communications.
1. In Hotels where the local tab of the OnQ Property Management System (or other property management system used by Hotel) is capable of
recording a guest’s choice with respect to marketing communications (e.g., opt-in or opt-out), Hotel must promptly enter the guest’s opt-out
choice in the property management system.
2. In Hotels where the property management system is not capable of recording marketing communications choices, Hotel must promptly
forward requests to opt-out from email marketing to mrc@hilton.com.
3. Hotels must promptly forward requests (including the applicable telephone number) to opt-out of telemarketing to membersupport@hgvc.com.
H. DISCLOSING PERSONAL INFORMATION TO THIRD PARTIES
1. Hotel may disclose Personal Information to third parties other than Hilton Worldwide only when one or more of the following applies:
a. Such third party is a hotel service provider that has entered into a written agreement with hotel that is substantially similar to the Hilton
Worldwide Privacy and Data Protection Standards for Service Providers. Prior to entering into a contract or disclosing Personal
Information, hotel should have a reasonable basis for believing that the service provider (a) is capable of maintaining appropriate
safeguards for the Personal Information, and (b) maintains sufficient procedures to detect and respond to security breaches that could
compromise Personal Information.
b. The disclosure is made to government or public authorities (including law enforcement) in accordance with applicable laws and policies.
c. The disclosure is reasonably necessary to protect the safety and security of Hotel, its guests or personnel, or to respond to an emergency.
d. The individual has consented to the disclosure.
e. The disclosure is otherwise approved in writing by Hilton Worldwide.
2. Personal Information must never be sold or rented to third parties.
3. Personal Information must never be shared with third parties for third-party marketing purposes.
I. ACCESS AND CORRECTION
Hotel must provide guests a reasonable opportunity to review and correct the Personal Information that Hotel maintains about them, consistent with
applicable law. Before allowing someone to review and correct Personal Information, Hotel must confirm that either (a) the Personal Information
pertains to that individual, or (b) that individual has been authorized to review and correct the Personal Information by the person to whom the
Personal Information pertains.
J. ACCURACY, DATA RETENTION AND DISPOSAL
Hotel must take reasonable measures to keep Personal Information appropriately accurate, complete and up-to-date. Hotel must retain and
dispose of Personal Information in an appropriate manner that prevents unauthorized access to the Personal Information, and in accordance with
applicable law.
1. Hotel must limit the number of copies of Personal Information and Credit Card Information stored to those reasonably necessary for ongoing
business and record-keeping purposes, consistent with the applicable retention schedule.
2. Making photocopies of credit cards, passports or other identification is prohibited, unless required by local law. When applicable, the hotel must
make the card security code unreadable on any printed copy and electronic image, and secure the copies in accordance with PCI-DSS and
applicable data protection laws.
3. See Section 1701.00 (Information Security Standards) of the Brand Standards for additional details regarding storage and disposal of Personal
Information.
K. INFORMATION SECURITY
It is Hotel’s responsibility to safeguard the Personal Information in its possession or control, and to comply with these Standards (including Section
1701.04 of the Brand Standards) and applicable laws.
1. Hotel will adopt, implement and maintain appropriate security procedures and practices to prevent the unauthorized access, destruction,
modification, use or disclosure of Personal Information. Such procedures and practices will be compliant, at a minimum, with the terms of
Hotel’s agreement(s) with Hilton Worldwide, these Privacy Standards and applicable laws. All such procedures and practices will take into
account the nature of the Personal Information and the commensurate risks associated with such Personal Information.
2. Hotel will ensure that: (i) its team members and agents will be required, as a condition of employment or retention, to protect all Personal
Information in hotel’s possession or otherwise acquired by hotel; (ii) its team members and agents who will be provided access to, or otherwise
come into contact with, Personal Information will receive appropriate training relating to the protection of Personal Information; and (iii) it will
impose appropriate disciplinary measures for violations of its information security policies and procedures.
3. Hotel will review and, as appropriate, revise its security procedures and practices: (i) at least annually or whenever there is a material change
in hotel’s business practices that may reasonably affect the security or integrity of Personal Information; (ii) in accordance with prevailing
industry practices; (iii) in accordance with applicable laws, and (iv) as reasonably requested by Hilton Worldwide.
4. See Section 1701.04 (Information Security Standards) of the Brand Standards for additional details.
L. COMPLAINTS AND COMPLAINT RESOLUTION
Hotel must promptly and appropriately address any allegations that Personal Information has not been handled or protected appropriately.
Complaints that allege a violation of law should be reported promptly to privacy@hilton.com
M. BREACH NOTIFICATION
Hotel must immediately (which in no event will be longer than 24 hours) notify Hilton at ISC@hilton.com if it has reason to believe that:
1. any Personal Information, or information or other material that can be used to access Personal Information,
2. in any form or on any media,
3. has been acquired, modified, used, disclosed or accessed,
4. by any unauthorized person, or any person in an unauthorized manner or for an unauthorized purpose.
5. Additionally, Hotel must appropriately investigate and remediate any such breach at its expense, in cooperation with Hilton Worldwide.
502.00 ADVERTISING
All hotels must comply with the following advertising requirements:
A. ACCEPTABLE ADVERTISING
Only Brand Management authorized and approved advertising and promotional materials may be displayed within the hotel.
The hotel must comply with all aspects of Brand and/or Hilton Worldwide mandated programs and promotions. This includes, but is not limited to,
the procurement and placement of promotional collateral, rate offerings and other associated guidelines communicated as part of these programs.
1. The hotel must only allow advertising and promotion of Hilton Worldwide Portfolio of Brands hotel and business partners approved by Brand
Management on its premises. Advertising of any business that competes with any business of Hilton Worldwide or its affiliates is prohibited.
2. Brand Management and the marketing team must approve all promotional materials prior to printing or production.
3. The display of non-Hilton Worldwide logos is prohibited. The hotel may advertise only with other hotels or with other Hilton Worldwide Portfolio
of Brands hotels.
4. Posting advertising or additional signage (framed or unframed), flyers, or messages of any type in the elevators and public space that is
beyond the required or approved interior signage and décor package is prohibited. This includes postings such as the weather forecast,
restaurant or local attraction promotions in the elevators, corridors, lobby, front desk, etc.
5. All advertising must be produced through brand approved templates available from the HGICRC, via The Lobby > My Applications > HGICRC.
7. All advertising of the hotel may carry one or more of the appropriate calls to action detailed below:
a. “For reservations or information, visit www.[enter country specific URL] or 1-877-STAY-HGI (or local application) or call the hotel direct at
XXX-XXX-XXXX.”
b. If the advertisement targets group events, substitute the toll free number for Hilton Direct in place of the HRCC toll free number: “For your
next event, visit HGI.com or call Hilton Direct at 1-800-700-2635 or the hotel’s sales department direct at XXX-XXX-XXXX.”
502.02 THIRD-PARTY ADVERTISING
A. GENERAL RULES
All hotels must comply with the following outdoor advertising requirements:
1. All outdoor advertising must be created in accordance to guidelines established by the Brand. Refer to the Brand Identity Guidelines for more
information.
B. CONSTRUCTION SIGNS
When utilized, new construction signs must be removed six months after opening.
502.03 CO-OP ADVERTISING
All third-party advertising must be approved by the Brand prior to use. The Brand may ask the Hotel to immediately discontinue the display of third-party
advertising that is not in the best interest of the hotel, the Brand or the system.
Hilton Worldwide is currently reviewing specific opportunities for revenue generating third-party and strategic partnership advertising (applying the Hilton
Worldwide Advertising Blacklist) through currently available digital channels: Wi-Fi, Signage and messaging under strict parameters lead by the
Brand(s). These trials apply to all brands and all regions.
If you have any inquiries about this review and potential trials please email NRD@hilton.com (New Revenue Development Team).
502.05 VEHICLE GRAPHICS
All hotel vehicles (whether owned or hired) used for the transport of guests must display the appropriate identity items as specified in Section 803.01.
503.00 HOTEL COLLATERAL
All hotel stationery, brochures and collateral must be created using brand-approved templates.
The hotel must comply with all aspects of Brand and/or Hilton Worldwide mandated programs and promotions. This includes, but is not limited to, the
procurement and placement of promotional collateral, rate offerings and other associated guidelines communicated as part of these programs.
B. APPROVED COLLATERAL
All rack cards must be approved by Brand Marketing. Brand approved supplier can be accessed with creative through the Hilton Garden Inn
Creative Resource Center on The Lobby > My Applications. If the hotel prefers to use an alternate supplier, it must also be approved by Brand
Marketing and meet the following criteria:
• The map must be designed by the agency the hotel selects.
• Supply stock photography for pre-opening hotel.
• Adhere to PMS colors detailed in the Brand Identity Guidelines. The required paper stock is 100 lb., white, #2 grade, enamel, matte finish cover
stock.
• Rack card layout is standard and may not be altered:
• Image layout – three to five images
• Approved colors (Brand Identity Guidelines secondary color palette)
• Call to action
• Various sections – location, features and amenities
• Standard introductory paragraph
• HHonors logo, hotel logo and tagline.
• Supplier must send a PDF proof for Brand Marketing approval.
504.00 SIGNAGE
Each hotel must utilize brand approved exterior signage. Refer to www.hiltonworldwide.com/design for property identification signs in the Exterior
Signage Specifications. All exterior signs must be maintained in good working order.
504.02 EXTERIOR SIGNAGE
When utilized, Department of Transportation (or local equivalent) or roadside signs must follow all brand guidelines regarding logo usage.
A. TEMPORARY EXTERIOR SIGNAGE
Temporary exterior signage and/or banners must be approved by the Brand before being posted. Temporary signs/ banners must not be posted for
longer than 90 days, with the exception of “Now Open” banners for new hotels, which may be hung for up to six months post-opening.
B. MARQUEES PROHIBITED
No marquees or electronic rate signs of any type are permitted. “No vacancy” signs are not allowed.
C. DUAL BRANDING
Contact Brand Management for specifications.
504.03 INTERIOR SIGNAGE
Interior corridor signage must be brought up to the current standard at the time of any renovation within the corridor. See Section 2519.02 for details.
505.00 GRAPHICS - PRINTED MATERIALS AND SUPPLIES
A. REFERENCE TO HOTEL / USE OF MARK
All hotels must comply with the following:
1. Whenever reference is made to the hotel and the hotel Franchisee in any printed material, the following disclosure must also be displayed:
“Owned [or operated] by [name of license entity] under license from [the Brand].”
2. Special use of the marks, including promotional or program taglines, must be developed and approved by Brand Marketing.
3. Whenever or wherever any of the marks are utilized, they must be used as defined in the Brand Identity Guidelines. For purposes of these
standards, the “marks” means the service marks and all other service marks, copyrights, trademarks, logos, insignia, symbols, designs,
slogans, distinguishing characteristics, trade names, domain names, and all other marks or characteristics associated or used with or in
connection with the system and similar intellectual hotel rights that the Brand designates from time to time to be used in the system.
B. PRINT ADVERTISEMENT REQUIREMENTS
Refer to the Brand Identity Guidelines for more information.
506.00 INTERNET STANDARDS
A. DOMAIN NAMES
Reference to “brand.com” in this Brand Standard refers to all websites for brands within the Hilton Worldwide Portfolio of Brands and micro sites
around the world, including hilton.com, hilton.co.uk, hilton.de, hilton.jp. and hilton.es.
1. Domain names for all addresses related to the hotel or that redirect to the hotel’s Internet address must be registered to and owned by Hilton
Worldwide. If the hotel is using a domain name for the hotel that it has registered, it must transfer ownership immediately to Hilton Worldwide.
To transfer ownership of an existing domain the domain must be unlocked at the Registrar (Network Solutions, GoDaddy, etc.). Once unlocked
an EPP or authorization key will be generated and that key must be sent to Domain_Admin@hilton.com to finalize the transfer.
2. The hotel may not register, own, maintain or use any domain names, World Wide Web or other electronic communications sites (including
“micro sites”; collectively “site(s)”) relating to the network (as defined below), country, any product or service of the hotel, or that includes the
Marks. The only domain names, sites, or site contractors that the hotel may use are those assigned or otherwise approved in advance in
writing by the Brand Marketing team. The hotel acknowledges and agrees that the right to approve all materials is necessitated by the fact that
those materials must include and be linked with the Marks. Therefore, any use of the Marks on the World Wide Web, the Internet, or any other
computer network/electronic distribution, must conform to the Brand requirements, including the identity and graphics standards for all network
hotels.
For purposes of this manual, network means the hotels, resorts, inns, conference centers, time share properties and other operations that
Hilton Worldwide and its subsidiaries and affiliates provide services to, or own, license, lease, operate or manage.
B. SEARCH ENGINE MARKETING AND OPTIMIZATION
1. SEARCH ENGINE MARKETING AND OPTIMIZATION (SEM & SEO)
Neither the Franchisee nor any affiliated party may (directly or indirectly) purchase or use a keyword that includes any mark or other trademark
name of a competitor hotel. Franchisee may not sell, license, or otherwise allow any third party to use the hotel’s name under any
circumstance. The hotel may not take any independent action without prior approval by Hilton Worldwide eCommerce Department, or
purchase keywords or advertising, or contract with any agency in regards to search engine optimization, banner advertising, affiliate
advertising or any other online advertising.
2. Neither the Franchisee nor any affiliated party, with the exception of those already using the Hilton Worldwide search marketing agency of
record, may register their paid search campaigns with Hilton Worldwide’s search team. To reach the search team, send email to
3. Given the changing nature of this technology, Hilton Worldwide has the right to withhold approval, withdraw any prior approval and modify its
requirements.
4. No party may display advertising on any keyword that includes a Hilton Worldwide brand or Mark, or any version or misspelling thereof. Only
the Brand is approved to bid on branded keywords.
5. The hotel is not permitted to display advertising on a keyword (directly or indirectly) that is the name of another hotel or brand without its
permission.
6. The hotel is not be authorized to display advertising on a keyword that includes a Hilton Worldwide Brand or Mark, including names of hotels in
the Hilton Worldwide Portfolio of Brands, under any circumstance.
7. Images and content must be kept current and provide an accurate representation of the hotel facilities and guest rooms.
8. Paid search campaigns must direct click-through traffic to a Brand website or an approved vendor-hosted Web site.
9. Paid search campaigns cannot be launched in competition with Hilton Worldwide sponsored search campaigns.
10. Paid search campaigns cannot be designed to direct potential customers to a hotel or cluster at the expense of another hotel in the Hilton
Worldwide Portfolio of Brands.
11. Paid search campaigns must be coordinated with the Brand sponsored search campaign. If the hotel launches a paid search campaign other
than through the Hilton Worldwide search marketing agency of record, a list of proposed keywords must be submitted to the search team for
validation and approval. To reach the search team, send email to search.help@hilton.com.
12. Hilton Worldwide must maintain full control over the hotel’s online local business listings. The hotel name, address, phone number and
website must remain consistent across all local channels to ensure maximum visibility within the search engine. Incorrect or inconsistent
information listed within these listings will result in lower quality scores within the search engines ultimately resulting in lower rankings.
C. OWNERSHIP AND MANAGEMENT OF LOCAL BUSINESS LISTINGS
Hilton Worldwide must maintain full control over the hotels online local business listings. The hotel name, address, phone number and website
must remain consistent across all local channels to ensure maximum visibility within the search engine. Incorrect or inconsistent information listed
within these listings will result in lower quality scores within the search engines, ultimately resulting in lower rankings and visibility.
506.02 WEB SITES
All sites containing any of the trademarks and any linked sites must advertise, promote and reflect on the hotel and the system in a first-class, dignified
manner and comply with the following:
A. BRAND APPROVAL
Any use of the trademarks on the World Wide Web, the Internet or any computer network must conform to the Brand’s requirements including the
identity and graphics standards for all system hotels. Given the changing nature of this technology, the Brand has the right to withhold its approval
and to withdraw any prior approval to modify its requirements.
B. POSTING OF THIRD-PARTY CONTENT
Hotels are not allowed, without a legal license or other legal right, to post on their site(s) any material in which any third party has any direct or
indirect ownership interest including video clips, photographs, sound bites, copyrighted text, trademarks or any other text or image in which any
third party may claim intellectual hotel ownership interests. Hotels must incorporate on their site(s) any other information the Brand requires in the
manner it considers necessary to protect its trademarks.
C. TRANSFER UPON TERMINATION
Upon the expiration or termination of the Agreement, the hotel must irrevocably assign and transfer to the Brand or to its designee all rights, titles
and interests in any domain name listings and registrations which contain any references to brand marks, systems or licensed brands. The hotels
must notify the applicable domain name registrar(s) of the termination of rights to use any domain name or site(s) associated with the trademarks
or the licensed brand and authorize the cancellation or transfer of the domain name to the Brand or a designee as directed by the Brand. All
references to the Brand’s Marks or licensed brands from any other site(s) must be deleted, maintained or operated beyond the expiration or
termination of the Agreement.
506.03 MICROSITES
A. BRAND POLICY
Microsites (commonly referred to as vanity, independent or local sites) are stand-alone web pages or sites that operate outside of the Brand.com
environment. Microsites are prohibited by the Brand without prior, written approval through Hilton Worldwide’s Digital and eCommerce teams.
Details regarding the approval process can be obtained through the hotel’s Hilton Worldwide regional eCommerce Manager.
B. INFORMATION ACCURACY
The information that appears on the microsite is the sole and direct responsibility of the hotel(s)/entity. Content must be maintained by the hotel
through the hotel’s microsite supplier agreed upon defined process.
C. ASSOCIATED FEES
The hotel is responsible for all aspects of its microsite, including without limitation all costs, fees, licenses, permits, claims, development and
maintenance related in any way to these sites.
D. Not Applicable to this Brand
E. ADDITIONAL PAGES
Additional pages or functionality added to the microsite after the initial launch of the site must be reviewed and approved by Hilton Worldwide.
F. Not Applicable to this Brand
G. PRIVACY POLICY
All customer-facing microsites must link to the Hilton Worldwide Global Privacy Policy and no other privacy policy (unless approved in writing by
Hilton Worldwide). Go to The Lobby > Departments > Legal for complete Privacy Standards and related information.
H. PERSONAL INFORMATION
Personal Information must never be collected on a microsite.
I. DATA CAPTURE
Microsites are not permitted to create their own email capture or collect information from website visitors nor are they permitted to send promotional
emails. All microsites must adhere to Section 501.03 - Information Privacy.
J. TRADEMARKS / COPYRIGHTS
All intellectual property created for the Hilton Worldwide Portfolio of Brands is owned by Hilton Worldwide. Hilton HHonors intellectual property is
owned by Hilton HHonors Worldwide, LLC. Certain copyright notices and proper trademark usage must be displayed on the microsite. Any
references to third-party names and logos that appear on the microsite must be approved by Hilton Worldwide.
K. LOGOS / COPYRIGHTS
All microsites must feature the copyright line of © [year, e.g., 2016] Hilton Worldwide at the bottom of each page on the microsite. If the hotel is a
franchised hotel, it may feature the copyright line of its ownership group. All appropriate Brand logo usage and copyright standards must be
followed.
L. PURCHASE AND REGISTRATION OF DOMAIN NAMES
1. The hotel is not allowed to promote or advertise the Brand or the hotel on the Internet or any computer network unless prior written approval,
which may be withdrawn, is obtained from the Brand of the third-party Web site in which the hotel will be listed, any proposed links between
the Web site(s) and any other Web site(s), any proposed changes to the Web site(s), and have registered the hotel’s domain name with Hilton
Worldwide.
2. All domain names must be registered through Hilton Worldwide. To request a domain or transfer an existing one, contact the hotel’s Hilton
Worldwide regional eCommerce Manager.
3. Once submitted, the request will be reviewed, and the hotel will receive an answer to the request within approximately 5 business days. The
hotel will pay no costs for the purchase of the domain (or its renewal) if it is registered through Hilton Worldwide.
M. HOSTING
The hotel and its suppliers will be solely and directly responsible for everything relating to their microsite, including without limitation, Web site
hosting and maintenance. The hotel is allowed to have its Web sites hosted by a company other than the Web site creator/developer.
The third-party host must sign the Hilton Worldwide Web Services Agreement. If a domain name server (DNS) change is needed for a domain
owned by Hilton Worldwide, go to The Lobby. Hilton Worldwide will make the change within 5 to 10 business days of the form submission. Once
the DNS has been updated, allow an additional 24 to 72 hours for the change to propagate throughout the Internet.
N. WEB SITE CONSTRUCTION
The website must be well constructed with a “look and feel” consistent with Brand standards. All designs must be reviewed and approved by Hilton
Worldwide’s Digital and eCommerce teams prior to the site going live.
O. RESERVATIONS FUNCTIONALITY
All reservation functionality must provide for the following:
1. • All reservations must be routed directly to the brand.com website. Any and all fees, taxes, commissions or charges of any kind due or
payable in regard to reservations are the hotel’s sole responsibility
• The microsite must link back to the main brand.com reservations module for any/all reservations
• No brands outside of the Hilton Worldwide Portfolio of Brands are allowed to be cross sold
• In order to pass customers to a specific CTYHOCN reservation page or package page, certain parameters to the main reservation URL
must be added
P. EDGE PROGRAM
All hotels must participate in the Brand’s EDGE program that includes eCommerce and search engine marketing requirements.
NOTE: Hotels that participate in the International Reservation Fund (IRF) will not transition to EDGE at this time.
1. Participating hotels are required to submit their EDGE commission reports daily and pay all associated program fees on consumed
commissionable online bookings including Pay-per-click (PPC) advertising (paid search), display advertising, price comparison sites and other
direct response paid media as outlined per this program. For more details on the EDGE program, please visit the Lobby for program specifics.
Q. LINKS
1. The hotel website can neither promote nor link:

• To any non-Hilton Worldwide hotel
• To other websites that dilute traffic from the Brand.com site
• To other websites that generally have questionable data/content over which Hilton Worldwide does not have control
2. “Framing” is the process of allowing a user to view the contents of one Web site while it is framed by information from another Web site,
similar to the “picture-in-picture” feature offered on some televisions. For example, a user of a search engine may view the contents of an
online store that is framed by the search engine’s text and logos.
A website cannot use framing or other methods to copy or make any use of the content of stand-alone websites. Also, the hotel cannot permit
the Web site to be framed.
3. If using third-party links outside of the Hilton Worldwide Portfolio of Brands websites, they must be opened using an external browser screen
window.
a. The hotel must review, and Hilton Worldwide retains the right to disapprove at any time, linked third-party websites outside of the Brand.
Any such website cannot include information about, or link to, other competing hotel websites nor have “questionable” data.
4. BRAND.COM REFERRALS
a. The website must link back to the Brand.com reservations module for any/all reservations. See detail under Reservations Functionality
Section 560.03.O.
b. The website must link back to Brand.com/meetings or hiltondirect.com. Request a proposal for any and all group, meeting, convention,
leisure, and tour/wholesale related requests.
c. The Best Rates guarantee must be mentioned on the home page and reservation pages and link to Hilton HHonors.
d. All HHonors content and/or integration of HHonors with links to hiltonhhonors.com must be submitted to Hilton HHonors for approval.
R. MOBILE APPS
The creation and production of new mobile apps is prohibited by the Brand without prior approval by Hilton Worldwide. Details regarding the
approval process can be obtained through the hotel’s Hilton Worldwide regional eCommerce Manager.
506.04 BRAND CLUSTER SITES
A. PARTICIPATION
If the hotel desires to participate with a Hilton Worldwide Portfolio of Brands Cluster website, it must comply with Hilton Worldwide cluster
guidelines. See HiltonNet Clusters website information on The Lobby.
B. CONTACTS / RESOURCES
• For Hilton Worldwide Legal Department, Brand Online Marketing, Domain Request for Purchase Tool Kit, Domain Transfers and Domain
Redirects, refer to The Lobby.
• For Purchase or Transfer of Domain Names, contact Hilton Worldwide Domain Administrator at Domain.admin@hilton.com
• For Brand Marketing, refer to marKIT on The Lobby.
506.05 ONLINE IMAGERY
B. IMAGE REQUIREMENTS
Hotel websites must include imagery as outlined by the Brand.
1. All images must be accurate representations of the hotel unless the hotel is a new hotel, in which case generic brand images, chosen from the
Hilton Garden Inn Creative Resource Center on The Lobby> My Applications, are acceptable until 90 days post opening. Use of generic brand
images must be in compliance with all rights usage requirements.
2. Specifically required images to be available on HGI.com are as follows and must comply with the HGI Photography Guidelines.
• Standard guest room (4 images of each room type)
• 3 Lobby/Front Desk
• 2 On-site dining – restaurant/lounge
• 2 Exterior
• A minimum of 6 including any combination of the following, but no more than 2 images from any one category:
• pool
• fitness center
• business center
• meeting/event/banquet facilities
• Pavilion Pantry
• outdoor seating area (where applicable)
4. No hotel is allowed to have more images on a third-party or stand-alone Web site than it has posted on brand.com.
506.06 SOCIAL MEDIA
The hotel may choose to activate its own social media channels in accordance with the Brand Social Media Guidelines, but only if the hotel’s
TripAdvisor Negative Response Rating is above the Brand’s average rating. Hotel must consult with their eCommerce Manager and BPS before
initiating.
A. BRAND SOCIAL MEDIA GUIDELINES
Hotel level social media activity must follow the below requirements and all applicable communication and conduct policies of the hotel.
B. SOCIAL MEDIA RESOURCE CENTER
By creating social channels and having a presence in social media, the hotel acknowledges it will ensure adequate management of these social
channels daily and moderate, respond, and service these channels as needed.
3. Include full proper name of the hotel as it appears on Brand.com in the hotel’s handle (online name) whenever possible.
4. Choose the best images of the hotel for use in social channels. Ensure the hotel has appropriate permission to use any copyrighted materials
and has obtained proper release forms from any people in images.
C. HOTEL CONTACT INFORMATION
Channels must include hotel contact information and a direct link to the hotel homepage on brand.com
1. Channels must be created with a generic e-mail address (rather than one belonging to an individual employee). The hotel must keep a file of
registration e-mail addresses, user IDs and passwords for all hotel channels.
D. NO-THIRD PARTY APPLICATIONS
Do not use third-party applications on the hotel’s social media pages. The hotel cannot control the safety of these, or pathways from these
applications.
E. INTERNAL DATABASES
Never use internal databases of guest information through social channels. Use of this information is restricted to protect the privacy of guests and
business partners. Contact information collected through a social media channel may only be used through the channel in which it was collected.
F. PROMOTIONS AND OFFERS
All promotions, surprise and delight campaigns, and offers promoted through social channels must adhere to individual platform guidelines and be
accompanied by terms and conditions provided by Legal and reviewed by the applicable eCommerce manager.
1. Follow brand marketing, identity, advertising, online and public relations guidelines in addition to relevant laws concerning marketing,
advertising and intellectual property. Comply with laws governing copyright and fair use of copyrighted material owned by others. Link to online
references and original source materials directly.
2. The hotel may not solicit online consumer reviews or directly post online consumer reviews. Such activity includes encouraging guests to post
reviews and/or offering incentives in exchange for reviews.
G. TEMPLATES
Use Brand-approved templates for channel design, when applicable.
600 - RESERVATIONS AND DISTRIBUTION
RESERVATIONS AND DISTRIBUTION

600-
601.00 GENERAL RULES ........................................................................................................................................................... 600-2
602.00 DISTRIBUTION ................................................................................................................................................................ 600-2
603.00 RESERVATIONS ............................................................................................................................................................ 600-12
604.00 ROOM RATES................................................................................................................................................................ 600-17
605.00 ACCREDITED DISTRIBUTOR PARTICIPATION ........................................................................................................... 600-19
606.00 MISCELLANEOUS CHARGES ...................................................................................................................................... 600-20
601.01 FRANCHISEES TO DETERMINE RATES
Rates are to be determined at the discretion of each hotel. Rates effective in the reservation system at the time the reservations are made are
guaranteed. In the event that the rate increases prior to the date of arrival, the guest must not be charged more than the rate guaranteed at the time of
the initial reservation. Any changes to the arrival date are subject to availability and possible rate change.
A. RATE DISCREPANCIES
If a guest advises Hilton Worldwide of a rate discrepancy, Hilton Worldwide must verify the complaint and resolve the matter by mailing a refund to
the guest. The hotel must reimburse Hilton Worldwide for the amount of the refund.
601.02 HILTON RESERVATIONS AND CUSTOMER CARE (HRCC)
A. ACCEPTANCE OF RESERVATIONS
The hotel must accept all reservations made through HRCC, Global Distribution Systems, the Internet or other booking channels approved by the
Brand. In addition, the rate confirmed by HRCC must be honored by the hotel. Rates must be honored regardless of approved booking channel.
The hotel must guarantee the rate quoted at the time of booking when a reservation is made (with a valid confirmation number).
602.00 DISTRIBUTION
602.01 BRAND PROMOTIONS
All hotels must comply with all existing sales/marketing programs and promotions as deemed required by the brand and any additional programs that
the Brand designates beneficial.
602.02 OUR BEST RATES GUARANTEE
A. SAME RATES OFFERED
The hotel must offer all rates and inventory available to the general public through Hilton Worldwide proprietary booking channels which include
HRCC, brand.com Web sites and OnQ.
1. No general public rate offering may be sold through any non-Hilton Worldwide website or any other channel (including third-party resellers/
wholesalers, merchant model websites, Global Distribution System (GDS), etc.) unless that rate is also made available (at no less favorable
terms) to the HWI Channels. All general public rate offerings must be consistent across all HWI Channels.
2. Guestroom inventory must be maintained using the Central Reservations System (OnQ R&I) and be updated on a regular basis. Each hotel
must maintain a balanced inventory between the front office system and the reservation system.
B. EXCEPTIONS
The hotel may provide lower rate offerings to Hilton Worldwide Accredited third parties without being required to offer the same low rates to the
Hilton Worldwide channels only if:
1. The hotel brand is not discernible at the time of purchase (true opaque channels such as Priceline.com and Hotwire.com); or
2. The third party is a wholesaler who resells bundled packages to the guest where the hotel rate is not discernible.
C. VIOLATIONS
In addition to other remedies, if the hotel violates this Brand Standard, it will be charged the actual cost of the resolution (at a minimum honoring
the lowest price) plus the current Guest Assistance intervention fee. Violations will be documented and escalated through the normal QA process.
D. INVOKING THE BEST RATES GUARANTEE
To claim the guarantee, the guest must have a confirmed reservation made on brand.com, hiltonhhonors.com, hiltonworldwide.com, Hilton
Reservations Customer Care or directly at a hotel.
If the guest finds a lower publicly available rate on a non-Hilton Worldwide booking channel (except for opaque websites) for the same
accommodations at the same hotel, same dates of stay, same length of stay, same number of guests, cancellation policy is within one day and
same guest room type and available for purchase within 24 hours of booking the reservations, the guest must fill out and submit a claim form to
Hilton Worldwide’s guest assistance department in the manner prescribed in the form. The claim form or phone request must be received within 24
hours of the time the original reservation was confirmed and at least 72 hours prior to arrival at the hotel.
Once Hilton Worldwide verifies the availability and eligibility of the lower rate, the reservation rate will be adjusted to match the lower offering and
an additional 25% will be taken off the room rate for each night of the guest’s stay.
602.03 TRAVEL PLANNER COMMISSION PROGRAM
A. DISTRIBUTION SERVICES
The Travel Agent Commission Program, Consortia “Pay for Performance,” and Unlimited Rewards, FastPay, and the Affiliate programs are
administered by the Distribution Services department. If the hotel has OnQ PM or Opera Integrated PM it must participate in the centrally paid
Travel Agent Commission Program, and reimburse the Brand by the 15th of the month for commissions paid in the previous month. If the hotel
does not have OnQ PM or Opera Integrated PM, it must participate in the centrally paid Travel Agent Commission Program, and reimburse the
Brand by the 15th of the month for commissions paid in the previous month, to the extent they are not restricted by local regulatory, fiscal or
systems (i.e., property management system) limitations. If the hotel is unable to participate in the centrally paid Travel Agent Commission Program,
it must pay travel agency commissions directly from the hotel on a weekly basis. Distribution Services also process commissions and payments
relating to other Marketing and Sales Programs, which may include fees to the hotel that may be amended from time to time. Industry standard
Commissions are paid up to 10% for all owned (Americas) Properties; it is the hotel’s sole responsibility to pay any additional agreed upon amount.
A 10 percent commission is required on: AARP rates, AAA rates, consortia parity rates, Best Available Rates, and rates identified in the reservation
system as such. For additional details, requirements and resources please refer to the Distribution Services page on the Lobby > Departments >
Global Sales > Distribution Services.
B. COMMISSIONS
The Distribution Services Department will only pay commissions to sellers of travel who are registered with an accredited organization such as
IATA or TIDS. Other acceptable associations are ARC, TSI, CLIA, ERSP, SATO, TRUE and TS. These are organizations that:
• Are established in the travel industry
• Operate from an established business address
• Where needed, hold current and valid local/state/provincial business registrations and licenses
• Produce and service individual, wholesale and/or group business for their hotels
NOTE: The Hilton Worldwide Distribution Services Department reserves the right not to pay commissions to a travel planner if, in the sole judgment
of Hilton Worldwide, the agent does not engage in sound ethical, business and legal practices in the operation of its business.
C. COMMISSIONABLE RATES
All commissionable rates include: AARP rates, Triple A (AAA) rates, AMEX rates, Consortia parity rates, Best Available Rates, and ratesare
identified in the reservation systems as such.
D. COMMISSION RATES
The hotel is not permitted to negotiate or override commission amounts set by Hilton Worldwide. Standards for commission calculations and
percentages may vary by country, and the hotel must comply with the commission standards for its country. The full commission will be paid.If the
hotel chooses to pay additional commissions or other amounts beyond those required the additional commissions and other amounts will not be
paid centrally. It is the hotel’s sole responsibility to pay any additional agreed upon amount.
E. INQUIRIES
Travel agent commission inquiries will be posted on the Travel Agent Commission Settlement website http://ce.tacsnet.com or (THE LOBBY > MY
APPLICATION > DISTRIBUTION SERVICES–TACS) and must be reviewed and closed with an appropriate response to the agent.
• If the hotel has OnQ PM or Opera Integrated PM, the hotel has the option to work its inquiries or have Distribution Services work them on behalf
of the hotel. Any inquiries still open at the end of five calendar days are forwarded to Distribution Services. If it is determined by Distribution
Services that the inquiry is commissionable, Distribution Services will authorize payment and bill the hotel accordingly.
• If the hotel does not have OnQ PM or Opera Integrated PM, it must close all centrally logged agent inquiries within 30 days and initiate payment,
where due, within the current pay cycle.
• Commission inquiries must be researched for a period of up to 12 months after the departure date of the reservation. Inquiries raised by agents
more than 12 months after the departure date of the reservation will not be logged centrally, and should be answered directly by the hotel.
F. FASTPAY
All hotels are required to participate in FastPay, which is a program that automates and centralizes payments for select third party meeting
planners such as ConferenceDirect and HelmsBriscoe. FastPay pays the commission in two installments. The initial payment is made at the time of
booking (5% of invoiced room revenue) and the final payment is made upon consumption.
602.04 THIRD-PARTY DISTRIBUTION
Hilton Worldwide Global Travel Industry Relations maintains strategic partnerships with key accounts within Global and Regional Travel Management
Companies (TMCs), Travel Agency Consortia, Direct Connects, Global Distribution Systems (GDS’s), Travel Clubs, and Government Agencies. For
additional participation details and requirements please refer to TIR.Hilton.com or the Lobby.
PATH: The Lobby > Departments > Global Sales > Global Travel Industry Relations
A. GLOBAL DISTRIBUTION SYSTEM (GDS)
1. TRAVEL MANAGEMENT COMPANIES / TRAVEL AGENCY CONSORTIA
If the hotel chooses to participate with any centrally managed TMC or Consortia, it must do so under the terms of the Hilton Worldwide
program.
The Consortia Parity SRP program fee is detailed on the yearly budget assumptions. Production is tracked using the parity SRP and
Corporate ID number.
The Consortia Program is on an “Opt-Out” and “All-or-None” basis.
a. COMPLIANCE
If the hotel participates in one or more of the Consortia programs (e.g., Amex FHR, Signature, Virtuoso, or Altour Hotel Collection), the
hotel must comply with all program guidelines as stated in the agreements with each Consortium.
2. TRAVEL CLUBS
a. AAA/CAA REWARDS AND DISCOUNT PROGRAM
All hotels must have a AAA/CAA rate established in all appropriate distribution channels. AAA Members are entitled to receive a minimum
core offer of five percent (5%) discount off the Participating Hotels’ Best Available Rate, which is yieldable and under non-last room
availability conditions. Presentation of AAA membership card is required at check-in.
3. GOVERNMENT AGENCIES
a. FEDROOMS GOVERNMENT PROGRAM
The FedRooms program is optional for all hotels, and an annual RFP must be submitted for participation. The participation fee is based
on a % of room revenue, collected through the commission payment system, and passed through Hilton directly to the program.
Participating hotels are referenced in the online booking tools used by the U.S. Government. (Program fees set by the U.S. Government
and are subject to change).
b. CWTSATO TRAVEL GOVERNMENT PROGRAM
The CWTSatoTravel government program is optional for all hotels, and an annual RFP must be submitted for participation.
The program requires standard commissions based on room revenues and operates under Hilton’s Pay for Performance program.
Participating hotels are referenced in CWTSatoTravel’s agent booking tools, have access to CWTSatoTravel call centers and receive
Hilton Field Sales support. (Pay for Performance fees subject to change.)
c. OMEGA WORLD TRAVEL GOVERNMENT PROGRAM
The Omega government program is optional for all hotels, and an annual RFP must be submitted for participation.
The program requires standard commissions based on room revenues and operates under Hilton’s Pay for Performance program.
Participating hotels are referenced in Omega’s agent booking tools, have access to Omega call centers and receive Hilton Field Sales
support. (Pay for Performance fees subject to change.)
d. ADTRAV GOVERNMENT PROGRAM
The ADTRAV government program is optional for all hotels, and an annual RFP must be submitted for participation. The program requires
standard commissions based on room revenues and operates under Hilton’s Pay for Performance program. Participating hotels are
referenced in ADTRAV’s agent booking tools, have access to ADTRAV call centers and receive Hilton Field Sales support. (Pay for
Performance fees subject to change).
602.05 PROGRAMS AND FEES
The Affiliate programs are administered by the Demand Generation/eCommerce team.
602.06 SALES PROGRAMS
A. SCOUT PROGRAM
• Scout commissions must be paid to the referring hotel within 30 days of receipt of invoice.
• Scout commissions must be paid to the referring team member by referring hotel at the next wages payment date after payment from referred
hotel has been received.
• Failure to pay commission within the outlined time frames will result in a centralized payment on behalf of the hotel and an intervention fee
charged to hotel based on value of the business.
• All sales team members must complete Hilton Worldwide University Meeting Broker Training as defined by each brand.
PATH: The Lobby > Departments > Global Sales > Scout
B. SENIOR RATE PROGRAM
Existing Senior (SNR) rates must have parity in pricing with AARP & AAA/CAA.
• Rate offered to guests age 65 or older
• Proof of eligibility required at check-in
C. UNLIMITED REWARD TRAVEL AGENT LOYALTY PROGRAM
If the hotel is OnQ-enabled and participating in the Travel Planner Centralized Payment program, it must participate in the Unlimited Reward Travel
Agent Loyalty program.
Unlimited Reward members will be paid for stays containing an Unlimited Reward number at all hotels globally with varying payouts based on the
stay type that is booked through the Global Distribution System (GDS), Hiltontravelagents.com or brand.com.
Booking fees associated with this program are subject to change without advanced notice. Hotels will be invoiced once the stay has been
consumed by the traveler.
PATH: THE LOBBY > DEPARTMENTS > GLOBAL SALES > GLOBAL TRAVEL INDUSTRY RELATIONS > UNLIMITED REWARD
602.07 TEAM MEMBER TRAVEL PROGRAM
In addition to the below standards, the hotel must maintain compliance with all Go Hilton program requirements as detailed in the Program Guide
document.
A. ELIGIBILITY
The following groups are eligible to participate in the Go Hilton Team Member Travel Program:
• Active employees at the locations below are eligible to participate in the Team Member Travel Program. This includes all regular full-time, part-
time and seasonal staff, employed by one of these locations:
• Hotels managed by Hilton Worldwide

• On-property at independently owned and operated franchised Hotels
• Hilton Grand Vacations (HGV) locations
• Hilton Worldwide Corporate Offices
• Active business partners working at Hilton Reservations and Customer Care (HRCC)
• All Owners Recognition Club Members
The following groups are not eligible to participate in this program:
• On-call and other temporary staff
• Above property franchisees and management company representatives not working on property (e.g., corporate office, management company
office, etc.)
• Retired and/or terminated Team Members
• Retired and/or terminated business partners/contractors at Hilton Reservations and Customer Care (HRCC)
• All other independent, third-party business partners/contractors
B. ROOM RATES
Standard Team Member room rates:

• Tru by Hilton
• Hilton Hotels & Resorts
• Waldorf Astoria Hotels & Resorts
*Rates above do not include applicable taxes or mandatory charges. Room rates are converted to the applicable local
currency once per year based on Plan exchange rates. Rates may be higher for a very small subset of hotels with above
average operating costs or where necessary based on local tax regulations. Resort Fees are not applicable to Team
Member Rates.
C. OTHER DISCOUNTS
Eligible participants (refer to Standard 602.07.A) staying on a Team Member or Family and Friends rate must receive a 50% food and beverage
discount* at restaurants operated by the host hotel. Restaurants are defined as outlets offering hot food prepared on-property.
*Discount may not be applied to mini-bar purchases or in-room dining. Please refer to the Go Hilton Program Guide for additional terms and
conditions.
D. INVENTORY / RESERVATIONS
Room inventory is centrally managed and determined based on the Occupancy Forecast Engine. Please refer to the Go Hilton Inventory
Management Quick Reference Guide for more details, including the submission processes for Extraordinary Demand Dates and High Demand
Dates.
The hotel must comply with the HHonors Member Relocation and Recovery requirements detailed in Standard 701.03.D if they are unable to
accommodate a guaranteed Team Member rate reservation.
In the event that a credit card used to secure a Go Hilton reservation expires or fails pre-arrival authorization, the hotel is not permitted to
immediately cancel the booking. The hotel must attempt to contact the guest via email or telephone a minimum of two times prior to arrival in order
to obtain a new method of guarantee.
E. DOCUMENTATION
Eligible participants (refer to Standard 602.07.A) are required to present photo identification and a valid form of payment upon check-in.
Travel Passports are not required for any reservations, whether they were made under the original Team Member Travel Program or under the Go
Hilton Team Member Travel Program. Independent employee or reservation verification forms are strictly prohibited.
F. HHONORS BENEFITS
When staying on Team Member rates, HHonors members must receive all standard HHonors benefits for their tier, in addition to any benefits
awarded through the Team Member HHonors or Owners HHonors program. This applies to all reservations made under the original Team Member
Travel Program and the new Go Hilton program.
Refer to Section 701.02 for a detailed listing of HHonors benefits.
602.08 FRIENDS AND FAMILY TRAVEL PROGRAM
If a hotel participates in the Hilton Travel program, all reservations must be made through the Team Member Travel Web site: http://www.hilton.com/
tmtp. Reservations must not be made through HRCC for the Family Travel Program.
A. ELIGIBILITY
Eligible participants referenced in Standard 602.07.A and family and/or friends authorized by an eligible participant referenced in Standard
602.07.A are eligible to participate in the Go Hilton Family and Friends Travel Program.
B. ROOM RATES
Standard Family and Friends rates are 50% off the Best Available Rate (BAR)*. BAR is defined as the lowest unqualified, unrestricted rate that is
subject to the hotel’s standard cancellation policy.
* Resort Fees may be applied to Family and Friends Rates. Countries with tax regulations requiring rates higher than the standard Family and
Friends rate might reflect a rate that exceeds 50% off BAR. Refer to the Go Hilton Program Guide for any countries where this condition applies.
C. OTHER DISCOUNTS
Family and Friends are not eligible for the food and beverage discount on their own. They must be dining with an eligible participant who is staying
on a Team Member or Family & Friends rate.
D. INVENTORY / RESERVATIONS
Room inventory is centrally managed and determined based on the Occupancy Forecast Engine. Please refer to the Go Hilton Inventory
Management Quick Reference Guide for more details, including the submission processes for Extraordinary Demand Dates and High Demand
Dates.
The hotel must comply with the HHonors Member Relocation and Recovery requirements detailed in Standard 701.03.D if they are unable to
accommodate a guaranteed Family and Friends rate reservation.
In the event that a credit card used to secure a Go Hilton reservation expires or fails pre-arrival authorization, the hotel is not permitted to
immediately cancel the booking. The hotel must attempt to contact the guest via email or telephone a minimum of two times prior to arrival in order
to obtain a new method of guarantee.
E. DOCUMENTATION
Eligible participants referenced in Standard 602.07.A and family and/or friends authorized by an eligible participant referenced in Standard
602.07.A are required to present photo identification and a valid form of payment upon check-in.
Travel passports are not required for any reservations, whether they were made under the original Family Travel Program or under the Go Hilton
Family & Friends Travel program. Independent employee or reservation verification forms are strictly prohibited.
F. HHONORS BENEFITS
When staying on Family and Friends rates, HHonors members must receive all standard HHonors benefits for their tier, in addition to any benefits
awarded through the Team Member HHonors or Owners HHonors program if applicable. This applies to all reservations made under the original
Family Travel Program and the new Go Hilton program.
Refer to Section 701.02 for a detailed listing of HHonors benefits.
602.09 OWNERS RECOGNITION CLUB
The hotel must participate in the Owners Recognition Club program. For additional information refer to the Owners Recognition Club page within The
Lobby.
603.00 RESERVATIONS
603.01 PROCESSING
A. GENERAL RULES
All hotels must comply with the following reservation processing requirements:
1. Reservation requests at the hotel must be processed 24 hours a day at no charge to the guest.
2. Transferring a reservation call to a central reservation office (CRO) is prohibited unless the hotel enters into a separate agreement with Hilton
Reservations & Customer Care (HRCC) for reservations for consolidated desk services.
3. Hotels must make reservations and cancellations in accordance with established procedures.
603.02 HILTON WORLDWIDE BOOKING CHANNELS
A. MEETING BROKER
The hotel must achieve a minimum score of 90% on the Global Sales/Opportunity Report for the past full 6 months. This score is calculated based
on the areas referenced in the below Standards.
For property specific metrics, please refer to the LOBBY > REPORTS > HOTEL STATISTICS > “PULSE REPORT”.
1. ACTION
The hotel must take action on all requests for proposals (RFPs) received via MeetingBroker within 4 business hours of receipt. Action is
defined as:
• Assigning a property specific salesperson
• Turning the lead down
2. STATUS UPDATE
The hotel must update the status of the RFP throughout the booking process. For bookings or RFPs with past arrival dates, the statuses below
must be applied based on the system used by the hotel:
• Delphi-integrated:
• Definite
• Turned Down
• Cancelled
• Simplified User Experience (SUE):
• Win
• Did not Win
3. BUSINESS DATA ACTUALS
The hotel must enter business data actuals for all definite MeetingBroker generated bookings within five business days following the program’s
conclusion.
B. BUSINESS TRAVEL SALES (BTS)
All request for proposals generated via the OnQ Solicitation Management application must have a response submitted within the OnQ Solicitation
Management application prior to the RFP deadline. Hotels must respond to no less than 90% of the total group leads received within the past 6 full
months. Compliance will be defined by the monthly Sales Summary Report.
C. ACCREDITED DISTRIBUTORS PARTICIPATION
If the hotel chooses to offer inventory online through a third party, either directly or indirectly, it must comply with all of the provisions of this Brand
Standard:
• The hotel may only offer third-party online merchant and opaque model inventory through Brand Accredited distributors. The list of accredited
third-party distributors is available on The Lobby.
PATH: THE LOBBY > DEPARTMENTS > GLOBAL SALES > GLOBAL THIRD PARTY DISTRIBUTION > DISTRIBUTION PARTNERS >
SELECT APPLICABLE REGION
• The hotel may not offer discounted rates through third-party sites claiming to be “closed” membership groups (i.e., Travelzoo, Groupon).
• The hotel may not offer discount rates (off of BAR) to same day or mobile sites (i.e., Hotel Tonight).
• One Play, All Play: If the hotel enters into an agreement with any Hilton Worldwide Accredited, third-party online merchant then distributor must
participate with ALL Accredited Merchant distributors.
NOTE: This requirement may or may not apply to all opaque or distressed inventory distribution channels (i.e., hotwire.com, priceline.com, and
site59.com), as all practice different selling strategies, thus equivalent participation with all is not currently required.
• No extranets. The hotel must maintain rates and inventory via electronically connected single-image inventory management (e.g., direct OnQ
Reservations connectivity). If the hotel is found to be in violation of this requirement, Hilton Worldwide may suspend access to website services
(including brand.com and online travel agency sites).
• The hotel must comply with all of the terms of the Best Available Rates Integrity and Consistency Standard actual selling rates (wholesale, retail,
or otherwise), as are determined by the hotel.
• The hotel must comply with all of the terms of all Hilton Worldwide Website and Trademark Protection Standards including, but not limited to:
• Bidding on or purchasing keywords containing the Marks (i.e., individual hotels may only buy Brand neutral keywords and/or the hotel’s official
name as listed in the Brand Directory) is prohibited.
• The hotel is not authorized to permit use of the Marks by any distributor. This includes advertising or any other direct or indirect marketing.
• Any content provided by the hotel to an accredited distributor must also be provided to Hilton Worldwide for its branded websites and is
subject to Hilton Worldwide review and approval in Hilton Worldwide’s discretion.
603.03 RESERVATION PROCESSING
When a reservation cannot be booked at the hotel, the guest must always be offered accommodations at other hotels within the Hilton Worldwide
Portfolio of Brands using the current cross sell protocol.
603.04 PAYMENT AND GUARANTEED ROOM TYPE
A. ACCEPTED FORMS OF PAYMENT
The hotel must accept all nationally recognized currencies, credit cards and credit vouchers issued for general credit purposes that are generally
honored at other affiliated hotels. These include:
• American Express
• Diners Club
• JCB
• MasterCard
• Visa
• Local Currency
The hotel must enter into all necessary credit card and voucher agreements with the issuers and or processors of such cards and vouchers and
must, on request of the Brand, provide copies of such agreements to the Brand.
NOTE: The hotel is not permitted to display verbiage in the hotel regarding the use of personal debit cards
B. GUEST'S GUARANTEE
The hotel is required to accept a guest’s guarantee for reservations by one of the following methods:
• By payment of required advance deposit, including tax (where required)
• By providing a billable (and collectible), acceptable credit card number which will be submitted to the credit card company for payment should
the guest either fail to arrive or to cancel the guaranteed reservation by the applicable cancellation time (host hotel time)
• By receiving a fax or e-mail from a company that has credit approval with the hotel
C. ADVANCE DEPOSITS
1. If the hotel requires an advance deposit, it must refund the deposit if a cancellation is received in accordance with the hotel’s cancellation
policy. All refunds must be completed within 7 days.
a. If the reimbursement is not made and a complaint is registered, Hilton Worldwide may make the reimbursement and the hotel must
reimburse Hilton Worldwide.
D. TERMS OF RESERVATION
Rates, guarantee, deposit and cancellation policies effective in the reservation system when the reservation is initially made are guaranteed.
E. GUARANTEED ROOM TYPES
Guestroom types (bedding type, smoking/non-smoking and accessible) are guaranteed when a reservation is made for a specific room type in the
reservations system. Special requests are not guaranteed.
603.05 RESERVATION POLICIES
All hotels must establish and publish reservation policies.
A. RESERVATION HOLDS
Reservations must be held in accordance with the hotel’s guarantee policy at the time of booking except for payment guaranteed reservations. All
reservations secured by advance deposits must be held all night until checkout time the following morning.
B. EARLY DEPARTURE PENALTIES
Early departure penalties are prohibited, with the exception of reservations that are prepaid nonrefundable.
603.06 RELOCATION REQUIREMENTS
A. GUARANTEED RESERVATIONS
If the hotel cannot honor any confirmed or guaranteed reservation, the hotel must make a special effort to find suitable accommodations at another
Brand hotel. However, if there are no Brand hotel accommodations in the area suitable to the guest, the employee must offer to find other suitable
accommodations within the Hilton Worldwide Portfolio of Brands. If there are no other hotels available, suitable accommodations for the guest
should be secured.
1. The hotel must reimburse for any necessary expense incurred by the change including, but not limited to, the full cost of the first night's
lodging rate plus tax at another sister Hilton Worldwide brand hotel (or comparable hotel), the cost of transportation and telephone calls to
notify the family or business associates of a change in lodging place.
2. The hotel’s general manager must follow up in writing with an apology to the guest and an invitation to return to the hotel the following night
with an upgrade or other VIP treatment.
3. If the reimbursement is not made and a complaint is registered, the Brand may reimburse the party, and the hotel must reimburse the Brand.
In the case of an advance deposit reservation, the deposit must also be refunded within 7 days.
4. Refer to Section 701.03.D for HHonors Member Relocation requirements.
603.07 COMPLIMENTARY/DAY USE GUEST ROOMS
The hotel must comply with the following special use policy:
A. BRAND CONSULTATION
Quality Assurance Auditors and Brand personnel conducting consultations, evaluations or other business that benefits the hotel must be offered
complimentary room and tax, meals, and regular incidentals.
603.08 PERCENTAGE OF ROOMS AVAILABLE
Through Central Reservation System (CRS) every hotel must maintain 53 weeks of availability (inventory) and rates in the Hilton Worldwide Central
Reservation System (CRS). A minimum of 85% of the total rentable guestrooms available must be for sale for each day in inventory (exceptions
granted during pre-determined special event periods). Minimum guestroom allotments/allocations for brand-sponsored sales and marketing programs in
which the hotel participates must also be kept current.
604.00 ROOM RATES
The hotel must comply with the following:
A. INCLUSIVE RATES
All rate plans must be inclusive of all operating costs and expenses required to deliver core Brand product and service components. Hotels are
prohibited from selling/charging for services and/or products that are elements of the Brand's core features, including but not limited to:
• A guest room keycard or telephone/movie service.
• Use of microwave and / or refrigerators, where applicable.
• Posting of specific incremental charges (labor/service fees, energy charges, resort fees, etc.).
• Damage or security deposit must not be collected from individual guests and/or groups unless outlined in group contract.
1. VALET / SELF PARKING FEES
Parking must be complimentary to guests in the hotel owned and operated car park unless the hotel is designated as an Airport or City Centre
location.
2. RESORT CHARGES
Resort charges are not permitted.
3. ADD-ON FEES
Add-on fees must be approved by the Brand Management Team. Add-on fees, other than resort charges, must be “opted in” by each guest
and must be clearly disclosed before the charge is incurred.
B. CHILDREN'S FEE POLICY
No charge is allowed for children under 18 years of age, staying in the same room as their parent or guardian and using existing furnishings.
C. RATE DIFFERENTIATION
Hotels must not differentiate guestroom type accommodation pricing based solely on the smoking/non-smoking or pet room attributes.
E. ACCURACY OF PIM DATA
The hotel must manage and maintain its hotel information within the OnQ PiM (Property Information Manager) system. This system is used to
provide the various booking channel and distribution systems with information about the hotel. The hotel must ensure the following roles (were
applicable) are defined, and include accurate contact information:
• General Manager
• Director of Sales / Business Development
• Director of Revenue Management
• HHonors Champion
• Management Company Representative
NOTE: Please contact Advice if additional clarification is needed.
F. GLOBAL WEB ALERTS
If the hotel is under construction or undergoing significant renovation or remodeling, a Global Web alert must be submitted through the Global
Content Gateway (GCG) forms. The alert must advise guests of potential impacts to their experience and/or to the availability of applicable hotel
amenities and services. Alert forms can be located on The Lobby > Departments> Digital> Content Management & Localization. The hotel’s
eCommerce Manager can help load Global WEB Alerts.
605.00 ACCREDITED DISTRIBUTOR PARTICIPATION
605.01 REQUIRED PARTICIPATION
Hilton Worldwide accreditation standards require that if a hotel participates with third-party online merchant distributors, the hotel must participate with
all accredited distributors approved by Hilton Worldwide when offering merchant model inventory. Inventory must be made available based on the
current merchant channel guidelines. If a hotel is in breach of these guidelines they will first be contacted and asked to make the necessary corrections,
if they remain in breach the hotel may be removed from the merchant channel until the inventory issue is rectified. If the hotel chooses to participate
with a Hilton Worldwide accredited opaque site, it is required that those sites make our brand non-apparent at the time of booking in order for the hotel
to participate. Hotels are not required to participate with all accredited opaque sites.
606.00 MISCELLANEOUS CHARGES
606.01 PERMITTED CHARGES
Guests must be permitted to charge to the guest room when additional services or amenities are offered (i.e., Pavilion Pantry charges)
A. ADDITIONAL CHARGES
Guests must not be charged an automatic additional amount for any permanent structure, feature, or amenity of a guestroom (e.g., in-room safes,
van service, bottled water, snacks).
700 - LOYALTY AND GUEST ASSISTANCE
LOYALTY AND GUEST ASSISTANCE

700-
701.00 HHONORS ....................................................................................................................................................................... 700-2
702.00 Not Applicable to this Brand ........................................................................................................................................... 700-10
703.00 CUSTOMER REALLY MATTERS (CRM) / SERVICE RECOVERY ...............................................................................700-10
704.00 GUEST ASSISTANCE.................................................................................................................................................... 700-11
701.00 HHONORS
The hotel must participate in the Hilton HHonors program.
A. HHONORS CHAMPION
The hotel must designate an on-site HHonors Champion (utilization of an existing Front Office employee or Training Manager is permitted). The
Champion must facilitate the following:
• Energize team member focus on HHonors members
• Drive consistent delivery of in-hotel benefits
• Oversee member enrollment, reward availability and stay-tracking
• Ensure completion of new hire training and annual team member recertification
• Subscribe to the Brand’s NOW newsletter
B. COLLATERAL
The hotel must deploy three mandatory HHonors collateral elements on property:
• HHonors check-in signage
• HHonors key card holders
• HHonors back-of-house poster (displayed in a space visible to Front Desk team members but not to guests)
All items must be procured and/or printed as required through the HHonors Creative Toolkit on The Source.
NOTE: Additional collateral items not provided through the HHonors Creative Toolkit on The Source must be approved by the Brand prior to
ordering.
C. REWARDS AND REDEMPTIONS
Redemption rooms must be operated on a last room available basis, meaning that if a standard room is available for sale in any channel or via
direct contact with the hotel, it must also be available for redemption via HHonors points. The hotel is not permitted to manipulate inventory to
restrict standard award availability. HHonors redemptions can be booked on standard as well as upgraded guestroom types.
The hotel must comply with the 48 Hour Guarantee rate plan as detailed within the HHonors Program Terms and Conditions.
1. Blue, Silver, and Gold Members will have no blackout dates and no inventory allotments when booking reward stays; however, rate level
length of stay controls will apply (Min LOS, Max LOS and LOS Pattern) if there is a length of stay requirement set for the hotel. Extraordinary
Demand Dates will restrict redemption Special Rate Plan (“SRP”). Diamond Members will have no blackout dates, no inventory allotments,
and are not affected by length of stay controls (Min LOS, Max LOS, and LOS Pattern). Extraordinary Demand Dates (EDD) will close these
SRPs.
2. Requests to consider specific dates as Extraordinary Demand Dates (EDD) can be submitted by hotels on The Source. On certain approved
EDD dates, the hotel is exempt from Diamond/Preferential Gold Members utilizing the 48 Hour rate plan. This is only applicable if a date has
been approved as an Extraordinary Demand Date and is approved by Customer Marketing Program Standards. If approved, the 48 Hour rate
plan will be deactivated by Global Database Management, when:
• Booking control of all inventory has been given to a third-party or;
• All rooms are Sold Out under a non-refundable, pre-payment basis.
3. HHONORS REIMBURSEMENT FRAUD
Hilton Worldwide routinely monitors HHonors redemption reservations and reimbursements. The manipulation or booking of fraudulent
reservations to obtain an increased redemption rate is strictly prohibited. If the hotel is found to be in violation of this requirement, Hilton
Worldwide reserves the right to apply a reimbursement adjustment to the HHonors invoice.
4. POINTS
HHonors members can only earn a maximum of 100,000 HHonors Base Points per stay. Hotels cannot check a guest out and in on the same
day to enable the guest to earn additional points beyond this threshold. Hotels wishing to give guests additional points for extended stays may
use HIPS from The Source to grant the guest additional points.
In order to facilitate the appropriate crediting of points to members, hotels are responsible for routing, at minimum, room and tax postings (and
any other incidental postings) for up to one additional room onto the primary member’s folio to ensure the member receives all eligible points.
701.02 HHONORS BENEFITS AND AMENITIES
The hotel must provide the same accommodations and in-hotel benefits regardless of whether the HHonors member is on a paid or redemption stay.
HHonors Members should receive their benefits when booking direct on eligible rates. Please refer to the Hilton HHonors Terms & Conditions for further
details. Members on ineligible rates are not entitled to HHonors benefits, Tier Stay Credit, or HHonors Points.
A. BLUE MEMBER
1. LATE CHECK-OUT
Late check-out upon request (subject to availability)
2. ADDITIONAL GUESTS
2nd Guest Stays Free—a guest of the member’s choosing is free to stay at hotel where there may be an incremental charge for double
occupancy.
NOTE: This benefit does not apply at any hotel when the rate includes additional components (e.g., meals, activities, parking, etc.) that are
quoted based on the quantity of guests occupying the room.
B. SILVER MEMBER
1. LATE CHECK-OUT
Late check-out upon request (subject to availability).
occupancy.
3. BOTTLED WATER
Each hotel must ensure that the following Brand-approved/required services and amenities are provided for Silver members:
• Offer each HHonors member two bottles of still water at check-in or place them in the guestroom.
• Bottled water must be a nationally-recognized brand, 16.9 oz. (.5 L) minimum.
C. GOLD MEMBER
Each hotel must ensure that the following Brand-approved/required services and amenities are provided for Gold members:
• Offer two bottles of still water at check-in or place them in the guest room.
• Bottled water must be a nationally recognized brand, 16.9 oz. (.5L) minimum.
In addition, Gold member may select ONE of the following MyWay benefits via their HHonors account:
• Bonus HHonors points (applied automatically after stay)
OR
• A voucher for a complimentary, hot, cooked-to-order breakfast for each day of their stay. Voucher must be valid for member and up to one
additional guest registered to the same room.
1. LATE CHECK-OUT
occupancy.
D. DIAMOND MEMBER
Each hotel must ensure that the following Brand-approved/required services and amenities are provided for Diamond members:
• Offer two bottles of still water at check-in or place them in the guest room.
• Bottled water must be a nationally recognized brand, 16.9 oz. (.5L) minimum.
In addition, Diamond member may select ONE of the following MyWay benefits via their HHonors account:
• Bonus HHonors points (applied automatically after stay)
OR
• A voucher for a complimentary, hot, cooked-to-order breakfast for each day of their stay. Voucher must be valid for member and up to one
additional guest registered to the same room.
1. LATE CHECK-OUT
occupancy.
5. INTERNET ACCESS
Complimentary access to the hotel’s highest speed (Premium) Internet connection offering must be provided to all Diamond Members who
book through approved channels.
At minimum, the Member must be able to maintain simultaneous active connections on three devices.
9. 48 HOUR GUARANTEE
Diamond members who make reservations confirmed with a valid credit card up to 48 hours prior to intended arrival are guaranteed
accommodations. This benefit is also applicable to Preferential Gold Members. This benefit does not apply during Extraordinary Demand
Dates (EDD).
701.03 HHONORS WELCOME AND FAREWELL
The hotel must acknowledge all HHonors members according to their tier at the time of check-in and clearly explain how to access all applicable
benefits.
Upon check-in, all non-HHonors Member guests must be invited to join the HHonors program.
A. DIGITAL CHECK-IN
The hotel must participate in the Hilton Worldwide Digital Check-In program. This service is available to all HHonors guests beginning at 6:00 a.m.
local time on the day prior to arrival until Midnight on the day of arrival.
The hotel must comply with the following program requirements:

• The hotel will make all attempts to offer the greatest amount of rooms available to Digital Check guests. Hotel will use the Digital Check-in
Settings (formerly eCheck-in settings) application to configure additional room types within the same price category to be offered to Digital
Check-in guests.
• The hotel must follow the guidelines on the Digital Check-in Front Desk Cheat Sheet as it pertains to Upgrades, ID, Credit Card and Signature
Card Registration. All HHonors Members may be asked to show ID
• It is strongly recommended that both IDs are checked and credit cards are scanned for all HHonors Blue members
• If applicable, HHonors room upgrades should be processed prior to arrival. Subject to room availability
• Key packets must be prepared prior to guest arrival, unless the guest opted in to use Digital Key where applicable.
NOTE: All attempts should be made to honor the Digital Check-in guest’s chosen room number.
• For more information refer to the Digital Check-in, please go to digitalcheckin.hilton.com.
1. DIGITAL KEY ENABLED HOTELS
Digital Key enabled hotels must ensure that all HHonors benefits and amenities are delivered to guests utilizing this service. The hotel must
use the “Hotel Guide” section of the HHonors App to provide information on benefit delivery by HHonors tier.
Please refer to www.digitalkey.hilton.com for additional information and best practices on the Digital Key program.
B. EXPRESS CHECK-IN SERVICE
1. Guest rooms must be pre-assigned before guest arrival. Representatives must utilize the Customer Really Matters (CRM) welcome screen
dossier.
2. All hotels must utilize the Brand-approved registration and key card folder/envelope. During check-in, the guest’s name must be used at least
once and guestroom numbers must not be announced. Where permitted by law, hotels may opt to utilize a signature-less check-in process for
all guests. Hotels opting to operate in this fashion are prohibited from using eForms and must utilize the Brand-approved key card folder/
envelope.
3. For Gold and Diamond Members not participating in the Hilton Worldwide Digital Check-in program, the credit card information may be
retrieved from the guest’s HHonors Profile / Reservation and it should be verified with the guests that they would like to use the same credit
card on file. The hotel may also request the member to provide a credit card if needed or required by local law.
4. Offer to enroll non-HHonors guests in the HHonors program. Guests must never be enrolled into the program without expressed permission.
Newly enrolled guests as well as current members must receive recognition and expressions of appreciation.
5. Hilton HHonors members must be included in the existing “Own the Goodbye” procedures. The guest must receive a courtesy call-back.
C. EXPRESS CHECK-OUT SERVICE
Where permitted by law, Hilton HHonors guests must receive Express Checkout folios delivered to their guest room using the approved Express
Check-out format, including folio fold-and-seal or envelopes, unless the brand-approved paperless check-out process is utilized and folios are
emailed. To ensure security of guest information all folios, when utilized, must be placed under the door completely. If the Express Check-out
envelope will not slip under the door, the envelope must be held in a special Express Check-out stand behind the front desk for quick and easy
access.
D. MEMBER RELOCATION AND RECOVERY
1. The hotel must pay the full cost of the first night’s lodging rate at another Hilton Brand hotel. If this is not available, then at another convenient
and comparable hotel. In addition, the hotel must reimburse the party for any necessary expense incurred by the change including, but not
limited to, the cost of transportation and telephone calls to notify the family or business associates of a change in lodging place.
2. The hotel must complete the “Reservations Emergency Stay Credit” form online via The Source to provide the member proper Points & Miles,
stay credit, and applicable bonuses for the eligible stay they would have consumed.
3. The hotel General Manager or Manager-On-Duty must follow-up in writing with an apology and an invitation to return to the hotel the following
night with an upgrade of VIP treatment.
4. In addition to actions listed above, the actions below must also be followed:
• The hotel must adhere to the following standards for all guests with guaranteed reservations who are relocated:
• Relocated guests must receive the best available accommodations if returning to the hotel on a multiple night stay after being relocated
• A Diamond Member must be the last guest to be relocated. If a Diamond Member is relocated, the following must occur:
• The relocation and all pertinent information must be reported to Guest Assistance as soon as possible and no later than one hour after
the actual relocation. If possible, communication should take place in advance of the relocation
• An immediate inconvenience compensation of $200 (or local equivalent) cash must be paid to the member
• The hotel’s General Manager or General Manager’s representative must telephone the Diamond Member to apologize for failing to honor
a reservation
• The hotel must also provide the Diamond Member with points and miles credit for any nights the member was relocated. The hotel must
pay the normal cost of the points and miles. This may be done by completing the “Reservations Emergency Stay Credit” electronic
submission form on The Source. The hotel must retain and make available a 30-day rolling record of these transactions. For OnQ PM
hotels utilizing the Service Recovery functionality, the Service Recovery report will replace the need for a manual log
E. Diamond Compensation
If a Diamond Member is dissatisfied, the member must be immediately satisfied and compensated as follows based on the type of reservation:
• Paid Stay: Either a refund “up to” a night’s room fee and tax, or other appropriate service recovery based on the nature of the complaint. The
member must also receive full Points & Miles credit for any refunded amount of room and tax, and the hotel will pay for the Points & Miles. This
may be done by completing the electronic submission form on the The Source website or, for OnQ PM hotels, use of the Revenue Service
Recovery functionality will ensure that the guest receives full credit for the stay
• Reward/Redemption Stay: Immediate (same-day) refund of the points redeemed from the reward. The hotel must pay for these points. The
hotel will not receive reimbursement credit for the reward, as the points were re-credited to the member’s account. The hotel must complete the
“Re-credit of Points for Reward Stay” form, which can be found on The Source
The hotel must also complete the following:
• The hotel’s General Manager or General Manager’s representative must contact the member by telephone to apologize personally for the
service failure
• The hotel must retain and make available a 30-day rolling record of these transactions. For OnQ PM hotels utilizing the Service Recovery
functionality, the Service Recovery report will replace the need for a manual log
NOTE: In order to support customer satisfaction and loyalty, the Hilton Worldwide Guest Assistance Department has the discretion to grant
Diamond Members up to two complimentary future nights. The cost of these room nights will be charged back to the hotel.
701.05 HHONORS FLOOR
Designated HHonors floors are currently under review by the Brand.
703.00 CUSTOMER REALLY MATTERS (CRM) / SERVICE RECOVERY
703.02 BEST GUEST WELCOME
To ensure our most loyal guests, HHonors members, and 4+ stay customers are recognized as our Best Guests, every hotel must note special
requirements in the property management system for each Best Guest (products, services, and messages) and pre-block and pre-key guest rooms
based on stored customer room preferences in the member profile.
703.03 SERVICE RECOVERY
A. SERVICE RECOVERY POLICY
The hotel must maintain a service recovery policy to ensure any guest’s negative image of the hotel is overcome when there is a valid, serious
complaint.
1. The hotel must have procedures in place to ensure that in-house guest complaints are taken 24 hours per day and responded to while the
guest is still in-house whenever possible.
2. All complaints received at the hotel from any source must be acknowledged in writing within two business days of receipt. Complaints that
require investigation must be acknowledged immediately. The guest must be advised that the complaint will be researched. A date that a
response will be given to the guest must be communicated.
B. SERVICE RECOVERY TOOLBOX
Each hotel must have a service recovery toolbox.
1. The hotel must have at least five apology amenity products in addition to apology cards available for use by all guest service representatives
as needed to reinforce service commitment to guests, over and above guarantee.
4. If the Hilton Garden Inn Satisfaction Promise is invoked by a Gold or Diamond Member the hotel must immediately issue the Hilton Garden Inn
Satisfaction Promise compensation.
a. Not Applicable to this Brand
b. Not Applicable to this Brand
c. If the Diamond/Gold member has checked out, a personalized apology card must be sent and a phone call from the General Manager
must be made within 48 hours of check-out.
d. If the Diamond/Gold member is a stay-over, a personalized apology card along with one apology amenity item must be delivered to the
member’s room. In addition, Hilton HHonors Diamond members must be contacted by the General Manager or Assistant General
Manager prior to the guest checking out.
703.04 OWNING THE GOODBYE
The hotel must contact a minimum of 20 guests per night (50 percent must be from the best guest report) to inquire of guest satisfaction, and to identify
service recovery opportunities using at least one of the following methods:
• Call guestroom on night prior to guest checkout.
• A pre-recorded voice mail message from the general manager is programmed on night shift and delivered at night prior to guest checkout.
• The hotel must keep an appropriate log of guest contact lists and compliance to meet Customers Really Matter Standards.
704.00 GUEST ASSISTANCE
704.01 CLAIMS AND SERVICE RECOVERY RECORDS
The Brand maintains a Guest Assistance Department to facilitate guest satisfaction. The Guest Assistance Department will utilize First Contact
Resolution to acknowledge and resolve any guest complaint received in the corporate office via the Brand website, social media channels, written letter,
telephone, or email related to Service, Cleanliness, or Maintenance/Product issues.
For those claims settled on property, the hotel must ensure accurate recording of the complaint and compensation via one of the applicable methods:
• For hotels with the OnQ Property Management system, the “Service Recovery” functionality must be utilized.
• If the hotel is utilizing the Opera Property Management system, an email including guest name(s), reservation confirmation number, complaint and
compensation provided must be sent to propertyresolutions@hilton.com within 24 hours of receiving the complaint.
A. ISSUE RESOLUTION
Comments/complaints are to be handled in the following manner:
1. Comments received from the guest via SALT surveys or with concerns not classified as Service, Cleanliness, or Maintenance/Product issues
will be forwarded to the hotel for resolution. These include, but are not limited to, Safety/Security, Billing or Legal matters.
2. The hotel must respond to guest complaints and/or inquiries with verification of guest contact and agreed upon resolution within 48 hours of
receiving the complaint/inquiry. Responses must be documented in detail, including specific compensation offered and accepted, inclusion of
email correspondence, and any additional attachments relevant to the response. Failure to respond within 48 hours will result in Guest
Assistance resolving the complaint and billing the hotel the cost of compensation plus an intervention fee based on the guest’s HHonors tier.
The Guest Assistance Complaint Log must be checked on a daily basis via the Guest Assistance Application in The Lobby, regardless of
receipt or non-receipt of complaint notification.
A response to all guest complaints, whether received by mail, email, in-house comment card, or posted on the Satisfaction and Loyalty
Tracking website, must be made within two business days. Complaints and responses must be kept on file for at least three months.
3. The hotel will be billed the cost of compensation plus a first contact resolution administrative fee for each complaint resolved by Guest
Assistance. The hotel will have access to all backup documentation and payment will be due upon receipt of the invoice.
• First Contact Resolution Fee: $15 (NOTE: The fee will not be applied to the first five claims received each month)
• Intervention Fee (based on HHonors tier):
• Non-member/Blue/Silver: $100
• Gold: $150
• Diamond: $200
Questions regarding files and compensation can be directed to your Guest Assistance Brand Champion contact:
Hilton Garden Inn.GAChampion@hilton.com
B. "BE MY GUEST" CARDS
Reimbursement for “Be My Guest” certificates and authorized Direct Bills should be submitted via the upload function in the Guest Assistance
application.
Questions regarding reimbursements can be directed to the Guest Assistance Admin Team at: Guest_Assistance_Admin@HRCC-Hilton.com
1. “Be My Guest” certificates issued and redeemed by the same property will be reimbursed in the amount equal to what the hotel paid Guest
Assistance for the certificate. If the certificate is redeemed at a different property, the actual cost of the guest’s room and tax for the night, as
booked on the reservation, will be reimbursed.
2. Direct Bills will be reimbursed at the amount authorized and documented in the Guest Assistance.
800 - WELCOME AND FAREWELL
WELCOME AND FAREWELL

800-
801.00 GENERAL RULES ........................................................................................................................................................... 800-2
802.00 Not Applicable to this Brand ............................................................................................................................................. 800-2
803.00 GUEST TRANSPORTATION............................................................................................................................................ 800-2
804.00 EXTERIOR PRESENTATION........................................................................................................................................... 800-5
805.00 ENTRANCE / LOBBY / PUBLIC AREAS PRESENTATION .............................................................................................800-5
806.00 WELCOME EXPERIENCE............................................................................................................................................... 800-7
807.00 FRONT DESK PRESENTATION ...................................................................................................................................... 800-8
808.00 FRONT DESK ................................................................................................................................................................ 800-10
809.00 FRONT DESK COLLATERAL ........................................................................................................................................ 800-11
810.00 CONCIERGE SERVICES............................................................................................................................................... 800-11
811.00 ELEVATORS / CORRIDORS.......................................................................................................................................... 800-12
812.00 STAIRS........................................................................................................................................................................... 800-12
801.01 CHECK-IN / CHECK-OUT TIMES
The hotel must not require the guest to check out any earlier than 11:00 a.m. (11:00 h) and must permit check-in beginning at 3:00 p.m. (15:00 h) unless
otherwise specified by a marketing program.
803.00 GUEST TRANSPORTATION
803.01 VEHICLE GENERAL RULES
If a hotel chooses to provide hotel-owned guest transportation, it must comply with all the following requirements:
A. REQUIREMENTS
Vehicle attributes, including:

• All hotel vehicles must accommodate no less than five passengers plus storage for luggage. A shared van/bus must be able to accommodate
five passengers per hotel sharing the vehicle plus storage area for luggage or have multiple vans that can accommodate five passengers per
hotel plus storage for luggage.
• When utilized, radio station must be set to easy listening station.
• Van must not be parked under the hotel canopy except to load and unload guests.
C. THIRD-PARTY TRANSPORTATION
The courtesy vehicle is not allowed to be jointly operated by any other hospitality company or brand outside of the Hilton Worldwide Portfolio of
Brands unless required by local municipalities. Contact Brand Marketing for approved graphics.
D. TRANSPORTATION AVAILABILITY
Guest transportation, when contracted, owned and/or operated by the hotel, must be provided at no additional charge. Guest service
representatives must always advise the guest of the estimated wait time until the van arrives and provide clear directions to the transportation
waiting area. If the hotel cannot provide airport transportation within 30 minutes of the request, alternate means of transportation must be offered at
the hotel’s expense. Personal vehicles are not allowed to be used to transport guests under any circumstances. If the hotel provides guest
transportation, it must provide directly, or through a service, a lift-equipped vehicle to accommodate the transportation of guests with disabilities.
E. GUEST TRANSPORTATION SMOKING POLICY
Smoking is not allowed in hotel vehicles. “No Smoking” signs must be prominently displayed.
F. COMMUNICATION
Two-way, real-time communication must be available to the driver in hotel vehicles for continuous communication with the hotel.
G. SAFETY
To insure guest safety, all hotels must provide the following:

• All hotel vehicles must be fully equipped with seat belts for all seats. At no time may the number of passengers carried exceed the number of
available seat belts.
• All hotel vehicles must have a first aid kit, multipurpose fire extinguisher and jumper cables on board at all times.
H. GRAPHICS
All hotel vehicles used for the transport of guests must display the Brand-approved graphics located on www.hiltonworldwide.com/design. All co-
branded van wraps must meet brand-approved guidelines and specifications and be updated with current graphics. No other logos are allowed to
appear on the hotel vehicle unless approved by Brand management.
I. REGISTRATION
All hotel vehicles must be properly registered, insured and operated according to local safety and licensing codes.
J. MAINTENANCE AND CLEANLINESS
All hotel vehicles used for the transport of guests must be clean and well maintained.
803.02 DRIVER SERVICE STANDARDS
All hotels must comply with the following driver service standards:
A. LICENSE AND CERTIFICATIONS
All personnel assigned to drive the vehicles must be properly licensed (chauffeur’s license, if required) and insured according to local codes.
C. LUGGAGE ASSISTANCE
Drivers must be able to assist loading and unloading luggage. Solicitation for gratuities is not allowed.
803.04 GUEST PARKING AND VALET
Parking must be complimentary to guests. See Section 2519.04.E for required signage.
A. GENERAL RULES
Vehicle valet and doorman services are permitted at urban hotels only and must be approved by Brand management in all locations
803.05 ELECTRIC VEHICLE CHARGING STATIONS
If the hotel chooses to install electric vehicle charging stations, they must be procured from the brand-approved solution provider:
• General Electric (GE) - universal charger, compatible with multiple vehicle brands.
• Tesla - dedicated charger, compatible with Tesla brand vehicles only
The hotel must comply with the Brand’s Design, Construction and Renovation Standards at the time of installation.
If the hotel currently offers electric vehicle charging stations from an alternative vendor, they must install the approved solution upon replacement.
For ordering details and additional information, please refer to http://hilton.evconnect.com.s3-website-us-west-2.amazonaws.com/index.html.
804.00 EXTERIOR PRESENTATION
804.01 LIGHTING
The exterior hotel identity signs, parking lot lighting and outdoor swimming pool lighting must be lit from sunset to sunrise unless otherwise designated
by law.
804.02 FLAG DISPLAY
A. GENERAL RULES
When able, hotels must properly display the national flag outside the hotel. One pole must be used to fly the flags. The national flag must always
be the highest flag. Where applicable and installed, multiple poles are acceptable and flags must be flown according to applicable laws. All flags
must be an appropriate size for the flag pole per manufacturer. If multiple flags are flown, only a combination of the national, local and/or brand
flags are permitted. Flying multiple national flags is permitted based on local custom. Flags must be illuminated from sunset to sunrise.
804.03 LANDSCAPING
All landscaping visible to guests must be maintained at all times. Refer to Section 2501.02.
805.00 ENTRANCE / LOBBY / PUBLIC AREAS PRESENTATION
All public spaces must be clear of vending machines, newspaper machines, coin-operated machines, and brochure racks. Vending machines must be
located in designated vending areas. Refer to Section 1005.00 for more details.
805.02 SIGNAGE / GRAPHICS
All hotels must install brand-approved graphics.
A. WELCOME GRAPHICS
Hotel must install Brand-approved graphic items including front entry door, vestibule, front desk, pantry, and restaurant and bar. See the HGI
Creative Resource Center for installation and production details.
B. ARTWORK
All hotels must install Brand-approved artwork. See the HGI Creative Resource Center.
805.03 WALK-OFF MATS
A. REQUIREMENTS
Walk-off mats are required at the front entrance inside the vestibule. They are also required at all secondary exterior doors.
1. Walk-off mats must be placed inside single-door entries unless there is a covered area on the exterior in which case they must be placed
outside.
2. Mats must be manufactured by a Brand-approved supplier. Mats must be replaced if they become damaged or worn.
3. Brand-approved inlaid walk-off mats are allowed.
805.04 LUGGAGE CARTS
Each hotel must provide at a minimum one luggage trolley for every 80 rooms in the hotel. Trolleys must be stored in the vestibule or in another
secondary area.
805.06 FIREPLACE, FIRE PITS, AND PATIO GRILLS
Hotels must comply with the following requirements, where installed.
A. FIREPLACE
The Pavilion fireplace, or localized feature in the hotel, must be operated when the outside temperature is below 55 °F/10 °C and at a minimum,
must be on from 6:00 a.m. - 11:00 a.m. and 3:00 p.m. - 11:00 p.m. (15:00 - 23:00).
B. FIRE PITS
Fire pits must be permanent, built-in structures approved through Design and Construction (see Section 2501.03 G). Portable fire pits with propane
tanks may not be used.
806.00 WELCOME EXPERIENCE
806.02 LUGGAGE HANDLING
A storage service for guest luggage must be offered at no additional charge.
A. REQUIREMENTS
Implementation of storage service must include the following:
1. A designated secure area with appropriate shelving and storage space must be maintained.
2. A claim check system must be utilized.
807.00 FRONT DESK PRESENTATION
807.01 APPEARANCE
A. SYSTEM OF ORGANIZATION
Doors to non-guest areas must remain closed at all times. All public areas must be kept neat, clean, and clutter free at all times. This includes and
is not limited to temporary tables, stands, or file cabinets, which are not allowed to be used behind the front desk. The back wall must only display
Brand-approved graphics. Visible portions of the back office must appear to be organized, clean, and clutter free.
B. APPROVED ITEMS
The only approved items that may be displayed on the front desk include:
• HGI Satisfaction Promise sign
• Hilton HHonors welcome sign
• Business cards of the General Manager, Assistant General Manager and Director of Sales (if applicable).
• Operational supplies must be kept below the front desk level to keep the area neat in appearance.
• One fresh/live floral arrangement is the only décor-enhancing item permitted on the front desk, including holiday seasons.
C. PROHIBITED ITEMS
The following items are prohibited and must not be hung/displayed in guest's view:
• Unframed banners, posters, and temporary signage that are not part of the hotel’s approved décor package.
• Service bells or signage (e.g., will return in five minutes) are not allowed on the front desk area.
• Chairs or stools are not allowed at the front desk.
807.02 SIGNAGE
The use of negative signage or messages in any area of the hotel is prohibited. This includes, but is not limited to, fees for smoking in a non-smoking
room, administering charges for missing towels, and other messages that convey a negative message or tone. Where applicable, hotels must display
Brand-approved GSS bed dial and messaging on the front desk at all times.
A. GUARANTEE PLAQUE
Prominently display the Hilton Garden Inn Promise plaque as designated by the Brand.
807.03 DISPLAY OF AWARDS
A. DISPLAY OF CURRENT AWARDS
Hotels are permitted to display brand awards that are no more than three years old, and JD Power & Associates awards for no more than 12
months from the year awarded. The front desk and lobby area must be free of non-Brand award plaques and trophies. Trophy cases and curio
cabinets may not be used.
B. LOCATION OF DISPLAY
Awards must not be displayed directly in the vestibule, or on the front desk.
807.04 DÉCOR
A. PLANTS
Interior freestanding plants must be well maintained and live. Silk or polyester (including plastic plants) must not be used. Containers must be
decorative and coordinate with the surrounding furnishings.
B. ACCESSORIES
Hotels must comply with all garden décor accessories as outlined in the prototype.
808.00 FRONT DESK
Solicitation of guests by outside suppliers or employees is strictly prohibited. Solicitation material is strictly prohibited from being displayed in the
vestibule, on the front desk or in the Pavilion.
A. HOURS OF OPERATION
The front desk must be staffed and the switchboard operated 24 hours per day.
808.02 GUEST SERVICE STANDARDS
A. WELCOME PROCESS
Guests must never be checked into any room that is not vacant, clean, and inspected. Refer to Section 701.03.B for check-in process.
C. Not Applicable to this Brand
D. FAREWELL PROCEDURES
Where permitted by local law, all guests who are using a major credit card as the method of payment must have express checkout services
extended to them.
E. SPECIAL SERVICES AND GUEST REQUESTS
Guest service representatives must have access to the Internet to be able to provide weather updates and directions to local businesses, places of
interest, major highways, airports, restaurants, places of worship, etc. In addition, a list of medical facilities must be available for guests requesting
such information. Hotel concierge information in the OnQ Property Management System must be maintained and must be available to guests. If
OnQ is not available, an alternate process must be in place to provide information. Incoming calls, both internal and external, must not be directly
connected to a guestroom without verification of the guest’s name. The guestroom number must never be shared with incoming callers or visitors.
Throughout a guest’s stay, guestroom numbers must not be announced.
809.00 FRONT DESK COLLATERAL
The brand-approved key cards and key card envelopes must be used at each hotel. Keys must be replaced if they become damaged or worn.
809.02 PAPER FOLIO
Unless the Brand-approved paperless check-in/check-out process is utilized, each guest must receive a folio for their stay, which meets the following
requirements:
• Where available, Brand-approved e-Forms must be utilized. Otherwise, Brand-approved folio paper must be utilized.
• When utilized, the hotel must maintain updated e-Forms software to ensure the most up-to-date brand required information.
• Express Check-out procedures must be in place, where permitted by law.
• Folio must be delivered to and placed under the guestroom door in a Brand-approved envelope or folded and sealed, where legally permitted.
• Emailing a folio is permitted upon guest request.
810.00 CONCIERGE SERVICES
Concierge service must not be offered as part of the Front Desk or as a separate entity. If the hotel wishes to install digital panels / virtual concierge, it
must receive approval from the Brand prior to installation.
NOTE: Digital Concierge applications/panels are currently under review by the Brand. Once developed and communicated, all hotels must adhere to
published standards.
811.00 ELEVATORS / CORRIDORS
811.01 SIGNAGE AND GRAPHICS
A. SIGNAGE
Elevator lobby signage must comply with local codes and meet current interior signage package.
B. GRAPHICS
Where a hotel continues to utilize elevator posters, Brand-approved elevator frame(s) and the Brand Promise poster must be installed in each
elevator. For hotels that have multiple frames in addition to the Brand Promise, select an additional approved poster from the Hilton Garden Inn
Creative Resource Center on The Lobby > My Applications.
812.00 STAIRS
Stairwells must not be used for storage at any time and stairwell doors must remain closed at all times.
812.02 SIGNAGE
See the Brand's Design, Construction and Renovation Standards Section 2519.00 for more details.
900 - GUEST ROOM AND BATHROOM
GUEST ROOM AND BATHROOM

900-
901.00 GENERAL RULES ........................................................................................................................................................... 900-2
902.00 GUEST ROOM ................................................................................................................................................................. 900-2
903.00 BATHROOM / DRESSING AREA .................................................................................................................................. 900-11
906.00 DUAL-BRAND LINEN / TERRY ..................................................................................................................................... 900-14
901.01 LINEN / TERRY REUSE PROGRAM
The hotel must display brand-approved Conserve to Preserve collateral in the collateral caddie.
A. FREQUENCY OF LINEN CHANGES
All bedding (fitted bottom and top sheets (where applicable), pillowcases, and duvet cover) must be removed and laundered prior to any contact
with the guest and changed with each occurrence of the following:
• Upon checkout
• After the fourth consecutive night
• When there is a visible need
• At the request of the guest
B. FREQUENCY OF TERRY CHANGES
All hotels must utilize brand-approved linen reuse collateral and comply with linen reuse program signals:
• Towels on the floor will be replaced with a fresh set.
• Towels that are hanging up will be reused.
901.02 PRE-ARRIVAL ROOM SETTINGS
For hotels without key card-activated energy management systems, all reserved and potentially sold guest rooms must be prepared for guest arrival
with the following procedures:
• Guest room temperature must be set at comfortable level between 68 and 75 °F/20-25 °C depending on the season.
• Guest must be able to adjust temperatures beyond initial settings.
• Where applicable, the Garden Sleep System (GSS) Bed must be set on optimum setting.
902.00 GUEST ROOM
A. SIGNAGE
All interior guestroom signage must conform to Brand Identity Standards. See the Interior Signage Package on www.hiltonworldwide.com/design
and Section 2519.02.N for details.
B. AVAILABLE UPON REQUEST
2. CRIBS
An adequate supply of approved, soundly constructed cribs must be available and well-maintained. All cribs must comply with current federal,
state/provincial, local manufacturing and safety standards, including (as applicable regionally) JPMA (Juvenile Products Manufacturers
Association), ASTM (American Society for Testing Materials), CPSC (Consumer Products Safety Commission) and EN 1130-1-1996 safety
standards.
• A minimum of three cribs must be available.
• Cribs must be complimentary.
• Crib sheeting, approved for use by the crib manufacturer, must be available for use. Pillows, comforters, stuffed animals or other soft items
must never be placed in the crib.
902.02 GUEST ROOM REQUIREMENTS
A. COLLATERAL
All in-room collateral and items created for hotels must be produced by an approved supplier and meet all specifications listed in the Marketing
Collateral Toolkit located in the HGI Creative and Collateral Resource Center. For dual branded hotels, in-room collateral must only display the
appropriate brand specific collateral at all times. Dual-branded collateral is not permitted. Required collateral includes the following:
1. GUEST SERVICES DIRECTORY
The hotel must have a Brand approved in-room directory placed on the desk or table in each guest room. The Directory must include the
following:
• Printed in dual language (Local Language/English) where English is not the first spoken language.
• The Brand Promise
• Welcome Message
• Hotel Services and Contact numbers

• Must include the following information tabs:
• Welcome to the Garden
• Be mindful of your safety
• Technology services
• Local attractions
• Finding the right transportation
2. PRIVACY TAGS / DO NOT DISTURB
All guest rooms must provide a brand-approved privacy tag or indicator. Tag must hang from the inside door knob when not in use by the
guest.
3. TELEVISION CHANNEL GUIDE
All guest rooms must provide a brand-approved television channel guide displayed in the collateral caddy. Template and ordering information
is located on the Hilton Garden Inn Creative Resource Center (HGICRC) on The Lobby > My Applications.
NOTE: Channels must be listed in alphabetical order on the printed television channel guide.
6. NOTEPAD / PEN
Notepad and pen must be located next to the telephone.
B. CLOSET / ARMOIRE
All hotels must provide the following items in each guestroom closet:
1. HANGERS
Four shirt and four pant/skirt hangers with clips:

• Hangers must be wooden with a crossbar, uniform in shape, size and color, and include a traditional swivel hook.
• Theft proof hangers are not permitted.
2. IRON / IRONING BOARD
Where permitted by local law, an ironing board and iron must be stored in a caddy mounted to the closet wall. The caddy is not permitted to be
attached to the ironing board.
• Ironing board must be full size and provide a cover. Accessible rooms must provide a table top ironing board.
• Iron must be non-stick, with variable temperature settings and provide auto-shutoff.
• The water reservoir must be emptied between guests.
4. LAUNDRY / SHOE SHINE
Laundry bag with pricing ticket

• Brand-approved
• Displayed on a hanger in the closet
5. ADDITIONAL ITEMS
A portable luggage bench is required in all guest rooms where a permanent luggage bench is not installed.
6. EXTRA BLANKETS / PILLOWS
When a sofa bed is provided, the brand-approved and pillows must be stored in a zippered bag.
• One double sized duvet
• Two pillows: one synthetic, one feather
• Stored on top shelf of closet (or a sofa storage compartment, where available)
7. SLIPPERS
Slippers may be provided based on market/guest expectation:

• One pair for each bed in the guest room.
• Non-reusable slippers must be white, and provide a non-slip sole.
• Slippers must be displayed in a manufacturer-sealed bag.
C. IN-ROOM COFFEE / TEA SERVICE
The following items must be provided in each guest room:
1. PRESENTATION
Coffee and tea amenities must be presented at the hospitality center using a tray for amenities , and a tray for the ice bucket with liner. When
ice machines are located on any guest room floor, all guest rooms must have an ice bucket. When ice machines are not provided on guest
room floors, an ice machine must be placed in the pantry and an inventory of ice buckets equal to 10 percent of guest rooms must be kept at
the front desk or in pantry cabinets.
2. SERVEWARE
• Two, non-logoed ceramic mugs and two glass tumblers with non-logoed stancaps.
• Coffee mugs and glassware must be washed and sanitized each day they are used
• Other wrapped cups may be used if required by local/regional regulations
3. BREWER
• One 1-liter, electric kettle with auto shut-off

• Must be cleaned after each use according to local health codes
• Must be visually checked to ensure it is clean and free of foreign objects
• Must not be attached to tray or shelf
• Clearly post operating instructions
• Must comply with Underwriter's Laboratories standards
4. COFFEE
• Two regular coffee packets

• Must be a nationally recognized brand, 100% Arabica or Colombian blend
• Stored on kettle tray with condiments
• Replenish as used
• Decaffeinated coffee must be available upon request
5. TEA
• Four regular tea bags

• Nationally recognized brand
• Replenish as used
6. CONDIMENTS
Pre-packaged condiment kits are not permitted, unless required by local health codes. Coffee service amenities must be replenished
everyday on a complimentary basis, regardless of length of stay.
Condiments must include the following:
• Four nationally recognized, Semi-skim UTH creamer
• Four nationally recognized sugar packets
• Four nationally recognized artificial sweetener packets
• Four stir sticks
• Two cocktail napkins
7. BOTTLED WATER
All hotels must provide bottled water in the guest room on the first day of the guest stay. Place water on the coffee/tea tray. Water must be a
nationally recognized brand, 300 ml - 500 ml, in manufacturer- sealed packaging. Brand -approved, dual language "complimentary water" tags
must be utilized.
D. ACCESSORIES
1. WASTEBASKET / RECYCLING
One leatherette wastebasket placed under the desk

• 13 quart (5-12 liter) capacity
• Must be fire-retardant
• Must be oval in shape and provide a clear or neutral liner
NOTE: Accessories within a guestroom must not be mix and matched in style and must compliment existing décor
3. ASHTRAY / MATCHES
One glass ashtray in each smoking guest room. Ashtray must be placed within the guest room and must not display a logo. In addition,
matches must be available upon request.
4. ICE BUCKET / TRAY
When ice machines are located on any guestroom floor, an ice bucket with lid and liner must be placed in each guestroom and be located on
the shelf below the television. When ice machines are not located on guestroom floors, an inventory of ice buckets equal to 10 percent of
guestrooms must be kept at the bar.
5. MISCELLANEOUS ITEMS
All lighting of the hotel (guest rooms, guest bathrooms and all public spaces) must meet the standards specified in Sections 2510.06.D,
2512.06, 2514.08 and the following requirements:
• The hotel may substitute compact color corrected fluorescent light bulbs of equal lumens for incandescent light bulbs.
• When utilized, compact fluorescent bulbs must not require warm up time to full brightness.
• A mixture of cool and warm light fixtures must not be used.
• All light bulbs must fit existing fixtures and not protrude above the lamp shade.
• Hotels must discard light bulbs in accordance with local environmental safety practices.
E. ELECTRONICS / COMMUNICATIONS
The following items must be provided in each guest room:
1. CLOCKS
A brand-approved clock must be placed on the nightstand. Clock must not be adhered to surface and must be set to correct time at all times.
2. TELEVISIONS
See Section 1706.00 for television and content requirements and Section 2510.09.C for placement specifications.
3. TELEPHONES
A telephone with brand-approved faceplate must be provided near the bed in each guest room. Where two-room suites are available, a
second telephone is required in the living area.
• See Section 1704.05.B for faceplate requirements.
• Speed-dial buttons may be used as long as the faceplate displays the emergency dialing instructions in the event the speed-dial button is
inoperable.
4. SAFES
An in-room safe must be provided and located per the prototype drawings. There can be no additional charge for use of these safes. The in-
room safe must be able to accommodate a laptop computer at a minimum. Safe models equipped with electrical outlets inside may not be
used. In the absence of in-room safes or where required by local Inn Keeper Laws, the hotel must have complimentary safe deposit boxes at
the front desk, in accordance with Section 2502.04.N.
F. BEDDING
1. GENERAL RULES
The following supplies of linens and related items must be maintained. Refer to The Lobby for order form and detailed specifications.
2. MATTRESS AND FOUNDATION
All mattresses and bed bases must be brand-approved. Refer to the Design, Construction, and Renovations section of this manual for
additional mattress specifications.
3. MATTRESS TOPPER
All beds must utilize a quilted mattress pad. Top and bottom fabric must be 50/50 poly-cotton with a 4oz fill. Traditional mattress pads must not
be used with the GSS Sleep System.
4. SHEETING
The following sheeting elements must be utilized for all beds and meet the brand-approved, 200+ thread count:
• Flat sheet
5. PILLOWS
Pillow count per bed must be a total of four pillows utilizing two down and two synthetic.
a. PILLOWCASES
Each pillow must be covered with the brand-approved, 250 thread count, white pillow case.
b. PILLOW PROTECTORS
Pillow protectors are required.
6. DUVET / BLANKETS
Brand-approved duvet cover with insert must be provided for each bed.
• Must be white and sized appropriately for the bed, including the provision for a minimum overhang that reaches the top of the bed base on
three sides
• Must be cleaned regularly and between every guest. See Section 901.01.A
• Throws, blankets or decorative fabrics are not permitted
• Refer to Hilton Supply Management for additional specifications
8. SOFA BED / MURPHY BED
Refer to Section 2510.06.A.17 for sofa bed specifications. Each sofa bed must be made up with a mattress pad. The bottom sheet, pillow
cases and duvet must be placed in a zippered plastic bag placed in the closet. Two additional pillows for the sofa bed must be placed in the
storage compartment within the sofa or the closet.
903.00 BATHROOM / DRESSING AREA
903.01 REQUIRED ITEMS
A. ACCESSORIES AND EXPENDABLES
The following accessories and expendables must be provided in each bathroom:
1. AMENITY TRAY / SOAP DISH
A brand-approved amenity tray must be provided along with a soap dish. The soap dish must be decorative, high quality, and be added when
it is not built into the vanity.
2. WASTEBASKET / RECYCLING
A fire-retardant wastebasket must be provided. The wastebasket must be 12-quart (3-5 liters) in size, coordinate with decor, and must not
have a lid.
3. FACIAL TISSUE
One box of facial tissue presented with a tissue box cover to coordinate with décor is required.
4. TOILET PAPER
Two toilet tissue rolls, 2-ply and of facial quality are required.
5. HAIRDRYER
All new hotels upon opening and existing hotels upon renovation must provide an 1800 W hairdryer with multiple speeds and temperature
controls stored in a brand-approved bag and located in vanity cubby, on back of door or in closet,if no cubby is available. Wall mounted
hairdryers are not permitted.
6. SHOWER CURTAIN
Brand-approved, hookless shower curtain for all rooms with bathtubs and accessible rooms without glass partitions is required. Shower curtain
must be installed on curved shower rod.
10. SANITARY BAG / DISPENSER
A personal hygiene bag dispenser with bags may be installed, where culturally relevant.
B. BATH TERRY / LINEN
Each guest bathroom must be supplied with freshly laundered linens. Minimum requirements are listed in the following:
2. BATH TOWEL
Two brand-approved bath towels per guest room are required.
3. HAND TOWEL
Two brand-approved hand towels per guest room are required.
4. WASH CLOTH / FACE CLOTH
Two brand-approved cloths per guest room are required.
5. BATH RUG / MAT
One brand-approved bath mat per guest room.
C. BATH AMENITIES
All hotels must use brand-approved products and each bathroom must be supplied with one of each of the following amenities. These items must
be replaced if they have been partially used or have been removed from the guest bathroom. All brand-approved amenities must be installed in the
guest room at all times and presented on the amenity tray unless otherwise specified.
• Facial soap presented in soap dish
• Shower gel
• Moisturizer/hand lotion
• Shampoo
• Conditioner
For dual-branded hotels, these amenities must not be dual-branded, and must only display the appropriate brand-specific items
3. OPTIONAL AMENITIES
The following brand-approved items may be offered if the hotel so chooses or if requested by a guest:
• Shower gel/bath soap
• Vanity pack, including cotton swabs, emery board, cotton balls
• Shoe mitt
• Boxed shower cap
• Makeup remover kit
• Sewing kit
• Makeup mirror
906.00 DUAL-BRAND LINEN / TERRY
This Standard is applicable to sheet selection for dual-branded hotels.

Note: Top of bed items must follow brand-specific programs. See Section 902.02.F.6
Determine the appropriate combination of brands. You can view additional Standards by changing your brand in the menu bar in the application.
Homewood Suites Home2 Suites
Required to use Hilton Garden Inn Linen Spe Required to use Hilton Garden Inn Linen Specificat
Hilton Garden Inn
cifications. ions.
See HGI Section 903.01.B See HGI Section 903.01.B
Required to use Homewood Suites Linen Spe Required to use Homewood Suites Linen Specifica
Hampton
cifications. tions.
See HWD Section 903.01.B See HWD Section 903.01.B
1000 - OTHER GUEST AREAS AND SERVICES
OTHER GUEST AREAS AND SERVICES

1000-
1001.00 GENERAL RULES ....................................................................................................................................................... 1000-2
1002.00 PUBLIC RESTROOMS ................................................................................................................................................ 1000-2
1003.00 LAUNDRY AND SHOE SHINE SERVICES ................................................................................................................. 1000-2
1004.00 GUEST LAUNDRY ....................................................................................................................................................... 1000-3
1005.00 SERVICE STATIONS ................................................................................................................................................... 1000-3
1006.00 AUTOMATED TELLER MACHINES (ATM) .................................................................................................................. 1000-4
1007.00 PET POLICIES / AMENITIES....................................................................................................................................... 1000-4
1008.00 Not Applicable to this Brand ......................................................................................................................................... 1000-5
1012.00 NEWSPAPERS ............................................................................................................................................................ 1000-5
1001.01 PROHIBITED SERVICES
The hotel must not have the following service attributes, amenities or products:
• Bellman services
• Mini-bars in the guest rooms
• Full-service shoe shine stations
• Concierge desk
• Bathrobes as a standard amenity in all guest rooms
• Turndown service as a standard amenity in all guest rooms
• Fax machines in the guest rooms
• Separate check-in/checkout stations
1002.00 PUBLIC RESTROOMS
1002.01 AMENITIES
The hotel must provide:

• Hand soap, paper towels, toilet and facial tissue displayed according to Section 2503.00
1003.00 LAUNDRY AND SHOE SHINE SERVICES
1003.01 DRY CLEANING
The hotel must offer same-day dry cleaning services.
A. SERVICE AVAILABILITY
Laundry services must be provided a minimum of five consecutive days (excluding national holidays). A detailed laundry service ticket including
pricing, approximate return time, and a laundry bag must be provided in each guest room.
1004.00 GUEST LAUNDRY
When a guest laundry is provided the following general rules apply:

• Guests must be provided access to the guest laundry
• When required by the Brand, hotel must install Brand-approved signage
• A house telephone with direct dial to the front desk must be available
A. OPERATING INSTRUCTIONS
Operating instructions must be provided for all guest laundry equipment, including Brand-approved signage for washer and dryer cycle times.
B. LAUNDRY PRODUCTS
A laundry products vending machine must be provided in the guest laundry or products must be available for sale at the front desk or in the
Pavilion Pantry. If laundry products are sold at the front desk or in the Pavilion Pantry, professional signage must be mounted on the guest
laundry wall stating availability and location.
C. EQUIPMENT / FURNISHING
When a guest laundry is provided, the minimum amount of guest laundry equipment must be as follows:
• One each of a top-quality commercial washer and dryer
• One built-in counter top for folding clothes
• Waste receptacle
• One chair
1005.00 SERVICE STATIONS
1005.01 ICE AND VENDING MACHINES
See Design, Construction and Renovation Standards Section 2506.03 for more details.
1005.02 RECYCLING STATION
When offering recycling, each floor must have an integrated and/or coordinating recycling station, including the trash receptacle, located near the ice/
vending areas. If space is limited, relocation to elevator lobby is permitted.
Bins must be the Brand-approved product and coordinate with the hotel’s interior design package, must include a trash option, and be clearly marked
to identify additional recycle stream options. Bins must be clean and well-maintained at all times. Replacement must be made as condition warrants.
When utilized, plastic bag liners must not be visible on the exterior of the bin.
• If additional separation of recycled content is required by local code, this activity must be completed in the back of the house and out of guest view
• In addition, hotels must provide a recycling dumpster and keep the area maintained and clean. New hotels and PIPs will require the collection area
to be expanded so that the additional dumpster be enclosed. See Section 2513.09.C
1006.00 AUTOMATED TELLER MACHINES (ATM)
1006.01 INSTALLATION AND MINIMUM REQUIREMENTS
A cash machine / ATM, if installed, must meet the following minimum standards:
• ATM must not be installed in the immediate Pavilion or Pavilion Pantry areas
• ATM must be encased in a finished furniture cabinet that coordinates with the public area style. Freestanding types are not acceptable
1007.00 PET POLICIES / AMENITIES
Pet policies are at the discretion of each hotel.
A. ROOM PRICING AND FEES
Even when pets are not allowed at the hotel, hotels must always permit service animals as defined in Section 104.10. The hotel must have a
recommended kennel in the area. If a pet is discovered in the hotel, the hotel must use discretion and service recovery techniques to encourage
the guest to move the pet to a kennel. It is at the hotel’s discretion to allow a guest to keep the pet in the room once it is discovered. An
additional fee of up to $50 per stay may be assessed.
1012.00 NEWSPAPERS
The hotel must have available one English language and one local language newspaper. Complimentary English and local language newspapers
must be available in the hotel lobby. In locations where an English language newspaper is not available, a printed online newspaper service may be
used.
1012.02 DELIVERY
Guestroom delivery is not permitted.
1100 - FOOD AND BEVERAGE
FOOD AND BEVERAGE

1100-
1101.00 GENERAL RULES........................................................................................................................................................ 1100-2
1102.00 SAFETY AND SANITATION ......................................................................................................................................... 1100-4
1103.00 BREAKFAST OFFERINGS........................................................................................................................................... 1100-8
1104.00 IN-ROOM DINING ........................................................................................................................................................ 1100-9
1105.00 Not Applicable to this Brand ....................................................................................................................................... 1100-10
1106.00 BAR / LOUNGE .......................................................................................................................................................... 1100-10
1107.00 SPECIALTY RESTAURANT ....................................................................................................................................... 1100-12
1108.00 BANQUETS AND CATERING .................................................................................................................................... 1100-13
1109.00 FOOD AND BEVERAGE MARKET ............................................................................................................................ 1100-14
1110.00 LOBBY REFRESHMENTS ......................................................................................................................................... 1100-14
1101.01 SERVICE OFFERINGS
A. REQUIRED
The hotel must serve breakfast, dinner and in-room dinner delivery (known as a “Full Food and Beverage Operation”). In addition, food must be
available through the Pavilion Pantry 24 hours per day. In addition to the food service hours of operation, all outlets’ hours of operation must be
appropriate to the market requirements and conform to closing or regulated times imposed by applicable law.
B. PROHIBITED
The hotel must not offer a complimentary breakfast, with the exception of Brand Approved Management promotional programs and corporate /
local negotiated and group special rate plans, which are packaged inclusive. In addition, the hotel must not offer a nightly complimentary guest
reception.
C. DOCUMENTATION
The hotel is required to print current versions of the Food & Beverage Operations Guide and other operational aids as specified in the Food &
Beverage Operations Guide . These documents are to be acessible to food and beverage team members, preferably in the in the back of house
pantry area.
1101.03 QUALITY ASSURANCE
Food and beverage areas are evaluated regularly during quality assurance visits. The quality assurance auditor will rate the preparation and service
of food and beverage items to ensure compliance with the following:
• Food and beverage storage
• Food and beverage quality
• Food and beverage presentation
• Cleanliness, sanitation, risk control
• Structure, lighting and ventilation
1101.05 IDENTITY AND MARKETING
Food and beverage operations are required to market system-wide food and beverage promotional entrees/selections using Brand approved signage.
All required signage must be properly posted and maintained in good condition.
1101.06 EMPLOYEES
Refer to Sections 300.00 for uniform requirements.
1101.07 EQUIPMENT AND DÉCOR
A. SERVEWARE/DISHWARE
All hotels must use china, glassware and silver as approved by the brand. Required items can be found in the HGI F&B Equipment Guide
(Operating, Supplies and Equipment List).
D. BUFFET AND DISPLAYWARE
Hotels must have the displayware outlined in the HGI F&B Equipment Guide (Operating, Supplies and Equipment List) for all service areas.
1101.08 ENTERTAINMENT
See Section 1706.01 for television requirements. Televisions must be on a national news or sports channel at all times.
1101.11 SMOKING / NON-SMOKING
Food and beverage service areas must be non-smoking.
1102.00 SAFETY AND SANITATION
1102.01 FOOD HANDLING AND SANITATION REQUIREMENTS
All food handling and storage techniques must meet local health department requirements. Hilton Garden Inn standards may be more stringent than
local codes, or local codes may be more stringent than HGI standards. In every case, meet whichever standard is higher. See the Food Safety
Guidelines in the HGI Food & Beverage Operations Guide.
There are three critical steps that contribute to food safety:
• Purchase wholesome, contamination-free foods from sources that comply with local laws.
• Store and serve food at the right temperature.
• Use clean handling techniques.
1102.03 HYGIENE
Food handling employees must handle food in ways that prevent germs, foreign materials and chemicals from entering the food. The following steps
must be taken to ensure food safety:
• A hand sink must be provided in the pantry area. Paper towel dispenser and liquid antibacterial soap must be located at the sink. If a hand sink is
not provided in the pantry area, a liquid waterless antibacterial soap and paper towels must be provided.
• Wash your hands before work, after using the restroom, when returning from breaks, and whenever something is touched that could cause cross
contamination.
• Smoke, eat and drink away from food production and storage areas. Wash your hands afterward.
• Wash your hands if you cough, sneeze, or handle garbage. To wash correctly:
• Always wash at a hand washing station, not a food preparation sink.
• Wet your hands with warm water.
• Apply soap and wash your hands for at least 20 seconds.
• Scrub your nails with a nailbrush.
• Rinse with hot water for a least 20 seconds.
• Repeat steps two through four.

• Dry with a single-use paper towel.
• All food handling employees must wear disposable gloves when handling food.
• Stay away from the food preparation or service areas when you are sick.
• Cover infected cuts, burns or sores with a dry, durable, tight-fitting bandage.
• Shower or bathe daily.
• Wear neat, clean uniform from the team member uniform program. (See Section 305.00.)
• Keep your fingernails clean and well-trimmed.
• Avoid wearing jewelry.
1102.04 TIME AND TEMPERATURE
All food and display units must maintain proper temperatures to avoid contamination. All brand menu and recipe cards specify proper storage
temperatures, when appropriate, and critical control points with regard to retherming/heating temperatures. Appropriate times/temperatures include:
• Hot food display units must maintain food above 145° F/63° C. (If applicable law imposes stricter requirements, the hotel must comply with those
requirements.)
• Refrigerated display units must maintain foods below 41° F / 5° C. (If applicable law imposes stricter requirements, the hotel must comply with
those requirements.)
• Where applicable, dishwashers must have an operable thermometer. Temperatures must be a minimum of 140° F/60° C for the wash cycle and
180° F/82° C for the final rinse cycle.
• Food that has been on display for a total of four hours or more must be considered unsafe and be discarded.
• Harmful microbes grow best in the Temperature Danger Zone, 41–135° F/5–57° C. To avoid the Temperature Danger Zone:
• Temperatures must be checked after retherming/heating and regularly during service.
• Move food through the danger zone as quickly as possible.
• Clean and sanitize every thermometer after each use.
• Calibrate thermometers regularly for accuracy.
Things to look for when troubleshooting incorrect or inconsistent steam table/chafer temperature for steam tables and chafing dishes not maintaining
proper temperature:
• Temperature is not adjusted properly.
• Lack of, or too much water in water pan.
• Heating element not making full contact with the water pan, due to improper tightening, lack there of, or water pan being warped.
• Improper, warped, or misshapen pans with bent or misshapen edges, not allowing for a proper seal and steam/heating escaping.
• Separator bars not utilized, allowing steam to escape between gaps in pans.
• Product was not brought up to proper temperature before being place in holding unit (holding units are designed to maintain temperature only).
• Pans with too much depth for holding unit, or overloaded with product.
• Lids or covers are not being properly utilized.
1102.05 SANITATION
All food handling areas must remain clean and follow food safety guidelines. Food contact surfaces must be cleaned and sanitized before and after
each use or at least once every four hours. Food contact surfaces must be sanitized when switching from one food item to another. Appropriate
sanitation procedures must be utilized for all cutting surfaces according to local health and safety codes. The following periodic maintenance must be
performed and documentation maintained for 18 months:
• Biannual hood cleaning
• Monthly pest control treatment
• Biannual fire suppression system testing
1102.06 STORAGE
Safely store food, equipment and supplies before, during and after preparation. Proper rotation of food inventory must be followed at all times. Label
and date all food and food products. Follow FIFO “First In, First Out”— using the products that came in first before using new products to ensure that
products that are too old are never used. All products removed from original packaging must be stored in approved food-grade containers and
identified with a proper food safety label. In-use bulk ambient products must be labeled with the proper clock dot rotation label. All chemicals and
cleaning agents must be clearly labeled and stored away from food-related products.
A. REFRIGERATED AND FROZEN STORAGE
Proper frozen storage temperatures:

• Frozen storage, 0°F/-18°C or below
• Refrigerated storage, 41°F/5°C or below
Ensure:
• All mechanical refrigeration units have a functional internal or external thermometer.
• All unopened food and food products have the date received clearly visible on the case, or individual package.
• Food and food products opened and removed from their original packaging must be stored in a food grade container clearly marked with its
contents and labeled with its “opened on” and expiration dates.
• Property is utilizing the First In First Out (FIFO) inventory rotation of products in all storage areas to ensure that the oldest products are used
first. Products with the earliest use-by or expiration dates are stored in front of products with later dates. Mixing old food with new food is not
acceptable.
Refrigerated and frozen foods – Store foods in designated refrigerators. If cooked, ready-to-use, raw, and potentially hazardous food products
are stored together in a refrigerator, they should be placed on shelves in the following order (top shelf to bottom shelf):
1. Prepared or ready to eat food

2. Raw or potentially hazardous foods
B. DRY / AMBIENT STORAGE
Proper dry/ambient storage conditions:

• 50°F/10°C to 70°F/21°C at 50% to 60% humidity
Ensure:
• All food items are on shelves at least 6” above the floor to facilitate air circulation and proper cleaning.
• All unopened food and food products have the date received clearly visible on the case, or individual package.
• Food and food products opened and removed from their original packaging must be stored in a food grade container clearly marked with its
contents and labeled with its “opened on” and expiration dates.
• Property is utilizing the First In First Out (FIFO) inventory rotation of products in all storage areas to ensure that the oldest products are used
first. Products with the earliest use-by or expiration dates are stored in front of products with later dates. Mixing old food with new food is not
acceptable.
• That there are no pesticides, chemicals, or cleaning agents comingled with food, or food products in dry/ambient storage areas. Pesticides or
chemicals must be stored separately, in their original, labeled containers.
1102.07 PERIODIC MAINTENANCE
Hotels must establish a maintenance program to ensure working order of equipment and is not limited to the following:
• No visible dust or debris is allowed on the ceiling.
• Doors to food storage and preparation areas must have no visible gaps and the door must fit the frames correctly. Doors must remain closed.
• Dumpster and recycling areas must be free of trash and garbage. Lids must remain closed.
1102.08 RISK MANAGEMENT
The following risk control equipment must be provided:

• A stocked first-aid kit must be available in the pantry/breakfast area.
• A multi-purpose, 10 lb. fire extinguisher must be available in the pantry/breakfast area or as required by local ordinance.
1103.00 BREAKFAST OFFERINGS
Breakfast must be available for a minimum of four hours beginning no later than 6:00 a.m., Monday – Friday. Saturday/Sunday hours must begin
no later than 7:00 a.m. Extended hours are permitted.
• Brunch – Saturday, Sunday and/or specialty brunch may be offered.
• Breakfast may be served through the lunch hours of operation on weekends and holidays.
B. PRICING
The hotel must charge for breakfast with the exception of Brand Approved Management promotional programs, corporate / local negotiated and
group special rate plans, which are packaged inclusive. Mandatory dining service charges are not required. Where utilized, the property must
adhere to the following:
• The mandatory service charge must not be set on parties of fewer than eight people in the dining room.
C. EMPLOYEE AND STAFFING
A designated greeter must be present during all breakfast serving hours. See the HGI Food & Beverage Operations Guide.
Preparation of breakfast requires that specific pieces of commercial equipment are installed and used. See the Kitchen Spec Sheets located on
hiltonworldwide.com/design for the exact equipment specifications. Hotels must provide specified equipment and décor as outlined by the Brand.
A. BUFFET
The hotel must offer all of the food and beverage offerings as outlined in the Hilton Garden Inn Food & Beverage. Operations Guide. Self-service
hot breakfast options must consist of the following stations and requirements as outlined in the HGI Food & Beverage Operation Guide:
• Hot Beverage Station
• Chill Station
• Bakery Station
• Waffle and Hot Cereal Station
• Hot Selections/Cooked-to-Order Station
1103.03 BREAKFAST FOOD AND BEVERAGE OFFERINGS
Breakfast standards provide employees with information that will help them create a consistent breakfast experience across the entire system. Self-
service hot breakfast options must consist of the stations and requirements as outlined in the HGI Food & Beverage Operations Guide. Lining of
guest facing hot-holding, cold-holding, or ambient displayware or serveware with aluminum foil, parchment paper, insert pan liners or similar is
prohibited.
1104.00 IN-ROOM DINING
All hotels must offer in-room dining services.

Equipment, operating supplies and printed material must meet the requirements outlined in the HGI Food & Beverage Operations Guide.
In-room dining must be available to guests daily. Minimum delivery hours for in-room dining: 5:00 p.m. - 9:00 p.m. (1700 h - 2100 h). Hotels may
extend hours to include breakfast or lunch, but must not exceed eight (8) hours per day. For countries in the Middle East, 24 hour room service is
permitted during Ramadan.
B. COLLATERAL
An in-room dining menu must be incorporated within the Guestroom Directory and must include the required categorical product selections
required on the dinner menu. This requirement applies to in-house and third-party providers.
D. PRICING
In-room dining delivery pricing must match the price available in the restaurant. Guest must be able to charge meals directly to the guest folio.
1104.02 EQUIPMENT
A. DELIVERY
In-room dining delivery equipment must be clean. Carts, trays and hot boxes must be in good working condition. Delivery charges, where
utilized, must be competitive in the property’s existing market set. The dinner delivery tray charge must be discretionary and removed if the guest
requests so.
B. TRAY SETTINGS
The following standards must be observed when preparing trays for in-room service orders:
• Menu content must reflect requirements illustrated in the HGI Food & Beverage Operations Guide.
• All orders must be accompanied by a card that informs the guest of tray removal procedures.
• All in-room dining service trays must be removed from the guestroom corridors nightly.
1106.00 BAR / LOUNGE
Unless prohibited by local law, the property must provide a full service bar area and be licensed to serve liquor, beer and wine. Drink specials and/or
complimentary appetizers are permitted.
Beverage service must be available between 5:00 p.m. and 10 p.m. (17:00 h - 22:00 h) Extended hours are permitted.
B. TRAINING, STAFFING AND SERVICE
See the General Training Requirements on The Lobby for related training.
D. PROHIBITED SERVICES
The property must not have a complimentary guest reception at the bar.
1106.03 OFFERINGS
Bar setup, beverage service and product standards must meet all Brand requirements outlined in the HGI Food & Beverage Operations Guide.
B. BEVERAGE
Participation in the HGI Beverage Program outlined in the HGI F&B Operations Guide and administered through MenuBuilder is required.
1106.04 BAR / LOUNGE ENTERTAINMENT
A commerical HDTV and remote control must be available. The property must have the television in the bar seating area on one of the following
stations:
• International/local news or sports channel.
1107.00 SPECIALTY RESTAURANT
The restaurant must charge for lunch/dinner.
Lunch, if offered, must be available from noon (12:00) to 2:00 p.m. (14:00). Minimum hours of operation for dinner are 6:00 p.m. (18:00) to 10:00
p.m. (22:00) daily.
B. EMPLOYEES
A designated greeter must be present during all lunch/dinner serving hours.
C. COLLATERAL
All hotels must display the Garden Grille and bar signage and collateral.
Tables setting, lighting and music must be set according to requirements outlined in the HGI Food & Beverage Operations Guide.
1107.03 OFFERINGS
Menu content must reflect requirements illustrated in the HGI Food & Beverage Operations Guide.
A. FOOD
The Classic Mobley Burger must be offered daily on the restaurant and bar menus.
1108.00 BANQUETS AND CATERING
The property’s banquet and catering service meet the standards as outlined in the HGI Food & Beverage Operations Guide. Food provided through a
third-party catering provider must not be brought into the property without a signed indemnity agreement from the supplier and responsible person
involved. Proof of third-party provider’s insurance must be in writing and kept on file at the property.
D. BANQUET AND CATERING OFFICE
The banquet/catering sales offices must maintain a neat, clean and well-organized appearance.
1108.02 MENU SELECTION AND PLANNING
All catering and meeting menus must offer the minimum standards outlined in the F&B Operations Guides.
1109.00 FOOD AND BEVERAGE MARKET
Hotels must provide a Pavilion Pantry / Garden Market where guests are able to purchase a selection of light meals, candy, snacks, sundries and
beverages. Refer to theHGI Food & Beverage Operations Guide for set-up and product specifications and Section 1400 for additional requirements.
The Pavilion Pantry must be available 24 hours a day.
1110.00 LOBBY REFRESHMENTS
Each afternoon the hotel must prepare pastries/snacks to place on an appropriately garnished serving tray at the front desk (approximately 36-48
pieces).
• Pastries/snacks must be a 2 ounces (60 gm) portion at a minimum. Any substitutions must be of an equivalent portion or greater.
• Minimum presentation set up must be daily from 5:00 P.M. -9:00 P.M., and must be replenished as needed until 9:00 P.M.
• Wrapped pastries/snacks are acceptable.
1200 - BUSINESS CENTER, MEETINGS AND EVENTS
BUSINESS CENTER, MEETINGS AND EVENTS

1200-
1201.00 SELF-SERVICE BUSINESS CENTER......................................................................................................................... 1200-2
1204.00 MEETINGS & EVENTS ........................................................................................................................................ 1200-3
1201.00 SELF-SERVICE BUSINESS CENTER
A business center must be provided exclusively for guest use 24 hours a day. Use of the business center services and supplies must be
complimentary unless otherwise noted. The business center is self-service and should not be staffed.
A business center must be provided exclusively for guest use 24 hours a day. Use of the business center services and supplies must be
complimentary unless otherwise noted. The business center is self-service and should not be staffed.
1201.02 EQUIPMENT
A. APPROVED SOLUTION
The business center must contain the following equipment and supplies:
• Wired Internet access for the installation of business center equipment
• Wireless Internet access for guest use
• Computers, with all applicable software
• Laser jet printer
• Valet print key pad (Optional)
• Routers and surge protectors. All exposed cables on or under the work surface must be managed in a neat and orderly fashion.
• Paper shredder and wastebasket
• Brand-approved ergonomic chair must be provided for each workstation
• Wall-mounted clock
• One telephone that does not permit direct dialing to guestrooms. If the telephone allows outside call, printed instructions must be provided.
• Brand-approved collateral
B. RESOURCES
The business center must contain the following:

• Office supplies (expendable pens, pencils, paper, envelopes tape, three-hole punch, scissors, clips and stapler with staples and staple
remover)
• Express shipping supplies
1201.03 FACSIMILE SERVICES
A fax service must be available to guests 24 hours per day and may be located at the front desk. The fax machine must have a dedicated telephone
line and not be an extension from the hotel switchboard. The hotel employees must be available to assist the guest.
A. USAGE FEES
All fax documents received for guests must be complimentary. Guests must be informed of estimated fees prior to faxing.
1. Fees for all outgoing faxes must be priced at a competitive local rate.
2. Domestic long-distance fees must not exceed a rate equal to $3 USD per page for 1-3 pages. Additional pages must not exceed a rate
equal to $1 USD per page.
3. International faxes must not exceed a rate equal to $5 USD per page for 1-3 pages. Additional pages must not exceed a rate equal to $2
USD per page.
1204.00 MEETINGS & EVENTS
1204.01 SERVICES AND GUARANTEES
All hotels that provide meeting space must meet the following standards:
A. GUARANTEE
Meeting services must be included in the Hilton Garden Inn Promise.
B. HOTLINE
All meeting rooms in the hotel must have at least one, permanently installed, telephone that rings to the front desk and must permit direct-dialing
to Emergency Services. One telephone must be available per meeting room and one per divided bay.
1204.03 MEETING PREP AND FACILITATION
B. COLLATERAL AND AMENITIES
The hotel must offer meeting room set-up services that the Brand may specify from time to time. The meeting rooms must include, at a
minimum, the following:
• Pens and note pads with Brand logo.
• Individually-wrapped hard candy or mints in a decorative bowl or candy jar.
1. WATER
Complimentary water must be provided in the meeting room. Where applicable, complimentary iced bottled water may replace tap water.
C. FURNISHINGS
Each meeting room must provide a decorative wastebasket with an enclosed liner. Meeting rooms must provide quality, non-permanent tables.
D. MEETING ROOM ENVIRONMENT
The environment of the meeting room must meet the following to ensure a favorable first impression:
• Thermostats must be adjustable by guests using the meeting space. Thermostats must not be restricted by programming or physical barrier.
• Background music must be provided in each meeting room with separate volume controls accessible by meeting guests. See Section
1706.04.
E. Not Applicable to this Brand
F. COPY SERVICE
In-house duplicating service for small-quantity copying must be available. Outside service may be recommended for large quantities.
1204.04 EQUIPMENT
A. GENERAL RULES
The hotel must have the following audiovisual and other equipment available at the hotel or available through an outside vendor upon 24-hour
notice:
• Minimum one 32"-43" commercial HDTV
• Television cart – one per television
• LCD Projector and projection screen (if not recessed in ceiling)
• Microphones (wired and wireless)
• DVD player
• Flip Charts and markers
• Extension cords and universal power strips (with adapters, where appropriate)
B. INTERNET ACCESS
Complimentary wireless internet access must be installed in all meeting rooms.
1204.05 BOARDROOM
Refer to Section 2507.03 for specifications.
1204.06 FOOD AND BEVERAGE
C. MANAGER PRESENCE
Meeting room client must be welcomed prior to the event by the catering or service manager. If unable to meet the client, a personalized
greeting card must be placed in the meeting room.
1300 - FITNESS AND RECREATION
FITNESS AND RECREATION

1300-
1301.00 SWIMMING POOL / WHIRLPOOL............................................................................................................................... 1300-2
1302.00 FITNESS CENTER....................................................................................................................................................... 1300-4
1301.00 SWIMMING POOL / WHIRLPOOL
1301.01 HOURS OF OPERATION
Where required to be installed by the Brand, swimming pool and whirlpool facilities must be open and accessible to registered guests from at least
9:00 a.m.to 10:00 p.m. (9:00-22:00 h) daily, weather and climate permitting. Hours of operation must be posted by all swimming pool and whirlpool
entrances.
1301.02 DESIGN, CONSTRUCTION AND SIGNAGE
When provided, all swimming pools must comply with Design, Construction and Renovation Standards Section 2508.03 and the Standards below.
A. GENERAL RULES
A floating divider rope must be installed if required by code or if the swimming pool includes an abrupt change in depth.
B. USAGE
A professionally prepared sign outlining guidelines and rules for use of the swimming pool must be prominently displayed. Swimming pool and
whirlpool (indoor and outdoor) signs must match the design of and be consistent with the other signs in the hotel sign system. See the Interior
Signage Package and any local codes.
1301.03 SAFETY AND SECURITY
A. EQUIPMENT
The following equipment is required and must be provided and/or be readily available at every swimming pool, even when the swimming pool is
closed (including off season):
• One shepherd’s hook with a minimum extended length of 12' (3.5 m).
• Two United States Coast Guard or international equivalent life rings for each swimming pool. Each life ring must be attached to a line with a
minimum diameter of 3/16" (0.5 cm). The length of the line must be one and a half times the greatest width of the pool and not to exceed 60' (18
m).
B. WATER MAINTENANCE
1. TEMPERATURES
All swimming pools must maintain appropriate temperatures. See Section 2508.03.Q.
2. CHEMICAL BALANCE
The water in the swimming pool and whirlpool must appear clear whenever those facilities are available for guest use. The minimum
chemical content of the swimming pool and whirlpool water must be 1:3 parts per million. The pH of the swimming pool and whirlpool water
must be between 7.2 and 7.8 unless otherwise specified by health department regulations.
a. Documentation must be maintained at the hotel noting the results of daily pH and chemical levels testing.
C. COVERS
Outdoor swimming pools and whirlpools that are closed for seasonal reasons must be covered by a professionally fitted swimming pool cover.
Any swimming pool not covered must be considered open and must be maintained as open and available for guest use. See Section 2508.03.
D. UNDERWATER LIGHTING
Underwater illumination in swimming pools and whirlpools must be provided from sunset to sunrise.
E. LOCKED GATES
A padlock must be placed on exterior swimming pool entrance gates when the swimming pool is closed.
F. DIVING BOARDS
Temporary or permanent swimming pool diving boards, diving platforms, slides, and/or trampolines are prohibited.
1301.04 POOL TOWELS
Clean, bath-sized towels must be provided during hours of operation.
A. TOWEL BIN
A decorative towel bin/hamper must be provided for dirty towels.
1301.05 DÉCOR
Plants within containers must be live and well-maintained.
1302.00 FITNESS CENTER
All hotels must follow the guidelines below:
A. FITNESS CENTER COMPLIANCE
Hotel must have a fitness center for registered guests open seven days a week in compliance with all Furniture Fixtures and Equipment
standards in Section 1302.04 -1302.05 and Design, Construction and Renovation Standards Section 2508.01.
B. SIGNAGE
Professionally prepared signage with Brand approved messaging must be posted. See Section 2519.02.K for specifications.
1. Hours of operation must be posted at the entrance.
2. Easy-to-understand instructions and safety and emergency information for use of fitness center equipment must be clearly visible.
3. A sign outlining applicable health and safety information for use of the fitness center must be posted and must coordinate with existing
signage.
4. Directions to fitness center must be clearly marked from elevator on the guest floor where the fitness center is located.
5. When using Precor equipment and upon certification of a completed fitness center installation, a co-branded sign will be presented and
must be displayed.
C. HOURS OF OPERATION
At a minimum, the fitness center must be available for daily use between the hours of 6:00 a.m. and 10:00 p.m. (6:00 - 22:00 h).
E. PRICING
Usage of the facility must be complimentary and for the exclusive use of hotel guests. “Memberships” to non-hotel guests must not be issued.
F. ACCESS AND SECURITY
The entrance door must be key card locked with the deadbolt feature disabled.
1302.03 CLEANING AND MAINTENANCE
All fitness center equipment must be maintained, clean and in good working order at all times.
1302.04 FITNESS EQUIPMENT
A. EQUIPMENT REQUIREMENTS
The fitness center must contain pre-selected and brand-approved equipment from the following approved vendors:
• Precor
• Star Trak
Visit the Hilton Worldwide Fitness Center Website for all equipment and design requirements. Personal viewing screens (PVS) are required on
all cardio equipment in spaces less than 500 sq. ft./46 sq. m.
B. REPLACEMENT CYCLE
Equipment must not be older than 7 years from installation date. If equipment is in need of replacement the hotel must replace existing
equipment with brand-approved equipment specifications or other brand-approved commercial grade equivalents. Cardio equipment may not be
mixed and matched among vendors.
1302.05 CASEGOODS / FINISHES REQUIREMENTS
The design package must be from one of the pre-approved schemes. See the Hilton Worldwide Fitness website and Section 2508.01 for
specifications.
A. TOWEL STATION / TOWELS
A brand approved towel station must be provided with an adequate supply of towels, and be neatly displayed for guests using the facility.
C. DECORATIVE WASTEBASKET
A décor enhancing, metal waste basket must be present in the fitness center.
D. CLOCK
A 10" to 20" (25 cm to 50 cm) wall-mounted clock with a white face and black numbers must be provided.
E. DECORATIVE HOOKS
Three decorative robe hooks must be provided.
F. WATER COOLER
Water cooler with cup station or water fountain must be provided for guest use.
G. HYGIENIC WIPES
Hotel must maintain brand approved hygienic wet wipes for guest use. Hygienic wipes do not replace daily disinfecting during the cleaning
process. Consult equipment owner’s manuals for recommended cleaning solutions.
H. GRAPHICS / SIGNAGE
Only brand approved graphics will be permitted in the fitness center. See Signage Section2519.02.K.
1302.06 AMENITIES AND TECHNOLOGY
B. TECHNOLOGY
Television(s) must be provided for guest use. See Section 1706.01.C for specifications.
When Personal Viewing Screens (PVS) are installed the following must be provided:
• Individually wrapped disposable ear buds.
• Replacement ear buds must be available upon guest request.
• Brand approved professional signage designed to match existing signage must be visible on towel station to direct guests to replacement
pieces.
C. HOUSE TELEPHONE
House telephone or emergency call button must be available in the fitness room. Telephones must not dial guest rooms directly and must allow
direct-dialing to Emergency Services (if applicable).
1400 - RETAIL AND CONCESSIONAIRE
RETAIL AND CONCESSIONAIRE

1400-
1401.00 GIFT SHOP / SUITE SHOP / PANTRY ........................................................................................................................ 1400-2
1403.00 THIRD-PARTY CONCESSIONAIRES.......................................................................................................................... 1400-3
1401.00 GIFT SHOP / SUITE SHOP / PANTRY
The Pavilion Pantry must comply with the attributes, amenities or product requirements as specified below and the HGI Food & Beverage Operations
Guide. The Pavilion Pantry must always be kept clean, well-lit, amply stocked and void of empty shelf spaces.
A. GUEST BILLING
Items must be purchased by guests at the front desk. Registered guests to whom credit privileges have been extended are entitled to charge
purchases to their folio. Reasonable credit limits may be imposed by the hotel. Minimum purchase fees are prohibited.
B. HOURS OF OPERATION
The Pavilion Pantry must be available to all guests 24 hours a day.
C. SIGNAGE
The hotel must follow the standards referenced in the HGI Food & Beverage Operations Guide for installation and set-up.
D. DISPLAYS
Pavilion Pantry must have displays that consist of the following:

• Displays must be pleasing to the eye. Items must not be displayed in cardboard boxes
• Use of non-approved display pieces is not allowed.
• Where individual pricing of merchandise is mandated by local laws, pricing must be professional in appearance (i.e., produced on pricing gun
labels) and positioned in accordance to local code.
1401.03 SETUP AND MERCHANDISING
A. INSTALLATION/SET-UP/MERCHANDISING
See the HGI Food & Beverage Operations Guide located on the Lobby for required products.
1403.00 THIRD-PARTY CONCESSIONAIRES
1403.01 APPROVED ACTIVITIES
A. BRAND APPROVED
Concessionaires may only be used by the hotel for activities that are approved by the Brand, including and not limited to design, quality and
placement of Furniture, Fixtures and Equipment and signage.
B. QUALIFICATIONS
Concessionaires must be qualified and reputable in their field.
1403.02 OPERATING AGREEMENT
A. SIGNED AGREEMENT
Concessionaires must be operated under the terms of a signed agreement between the Concessionaire and the hotel.
C. USE OF TRADEMARKS
Concessionaires are prohibited from using any of the trademarks for any purpose.
D. GUEST BILLING
The billing of charges for hazardous activities, including waterborne and airborne crafts, third-party fitness facilities, water sports, third-party
spas, diving and scuba diving activities or the operation of watercraft or aircraft (including hot air balloons) to a guest’s folio is prohibited. The
Brand prohibits allowing payment for any goods or services of a concessionaire to be billed to a guest’s folio. The only exceptions are restaurant
charges.
1500 - RISK MANAGEMENT AND SECURITY
RISK MANAGEMENT AND SECURITY

1500-
1501.00 GENERAL RULES ....................................................................................................................................................... 1500-2
1502.00 INSURANCE ................................................................................................................................................................ 1500-2
1503.00 SAFETY...................................................................................................................................................................... 1500-10
1504.00 SECURITY ................................................................................................................................................................. 1500-16
1505.00 LOSS PREVENTION.................................................................................................................................................. 1500-17
1501.01 COMPLIANCE STATEMENT
NOTE: The following Insurance Requirements section is written with U.S. Dollars used for coverage types and minimum limits. The insurance
obtained must meet or exceed these brand standards based on current currency conversions.
Franchisee/Owner must meet or exceed the insurance requirements specified in this Hilton Worldwide Holdings Inc., Brand Standards Manual
(“Manual”), unless specifically indicated to the contrary in the Management Agreement (“Agreement”). Insurance requirements are split into TWO
areas:
• Insurance required during Construction (or Significant Renovation); and
• Insurance required during Operation.
Wherever possible, global standards have been provided. To the extent requirements differ for hotels located within the U.S. and those located
outside the U.S., specific standards are provided
1502.00 INSURANCE
1502.01 INSURANCE REQUIRED DURING CONSTRUCTION
A. WORKERS COMPENSATION / OCCUPATIONAL INJURY
Minimum Required Limit: As required by local law

NOTE: Occupational Injury insurance, as required by law or regulation, must be in force prior to the hiring of any employees.
B. EMPLOYERS LIABILITY
Minimum Required Limit: $1M per occurrence or as required by local law

NOTE: The EL limits can be satisfied by any combination of Occupational Injury Scheme, EL, and/or PL policies. However, the certificate of
insurance must clearly indicate that PL insurance affords coverage for EL.
C. GENERAL LIABILITY / PUBLIC LIABILITY
Minimum Required Limit: $10M each occurrence

NOTE: Coverage must include:
• Products-completed operations,
• Personal and advertising injury,

• Protective liability,
• Independent contractors, and
• Liability assumed under an insured contract (including the tort liability of another assumed in a business contract) on an "occurrence basis”.
This insurance may not have any restrictions, modifications or exclusions for explosion, collapse, underground property damage, earth
movement or damage to work performed by a subcontractor.
Contractor must carry completed operations insurance for a period of not less than 5 years after the completion of the project.
D. AUTO LIABILITY
Minimum Required Limit: As required by local law

NOTE: As required by local law
E. POLLUTION LEGAL LIABILITY
Minimum Required Limit: (if exposure exists) $1M

NOTE: If the Contractor's policy is on a claims-made form, the retroactive date of the policy must be on or before the date of the commencement
of services by Contractor.
Insurance must be maintained and evidence of insurance must be provided for at least three (3) years after completion of the work. If the
coverage is canceled or not renewed, and it is not replaced with another policy with a retroactive date that precedes the date of Contractor’s
agreement, the Contractor must provide extended reporting coverage for a minimum of three (3) years.
F. UMBRELLA / EXCESS LIABILITY
Minimum Required Limit: See Underlying Requirements

NOTE: Insurance requirements for PL, EL and AL may be satisfied with a combination of primary umbrella and/or excess policies.
G. PROFESSIONAL ERRORS AND OMISSIONS
Minimum Required Limit: Limits Commensurate with risks

NOTE: The Architect and all other professionals must carry E&O.
Such policy shall cover claims arising out of negligent errors or omissions during the performance of professional services and include coverage
for attorney fees. The retroactive date of the policy must be shown on the certificate of insurance and must be before the date of the agreement.
If the coverage is canceled or not renewed and it is not replaced with another policy with a retroactive date that precedes the date of this
agreement, all professionals must provide extended reporting coverage for a minimum of two (2) years after completion of the agreement or the
work on the former policy.
Professionals shall keep such insurance in force during the course of this Agreement for a period of not less than two (2) years after the date of
completion.
H. BUILDER'S RISK
Minimum Required Limit: 100% Completed Value (Full Replacement Cost) or limits sufficient to avoid co-insurance
Earthquake and Flood (not less than 75% of the replacement cost or full probable maximum loss (PML) if in an earthquake and/or flood hazard
area
Windstorm – 75% Replacement Cost or PML
NOTE: “All Risk” form and including the following: cold testing, windstorm, flood (if in a 100 year zone), earthquake (if in high hazard zone) and
collapse, including collapse resulting from design error
This insurance must apply to: property intended for incorporation into the work for the entire duration of the contract including:
• Property in the course of construction, reconstruction, or repair;
• Property while in transport to the site;
• Property stored at the site or off premises;
• Scaffolding, staging, shoring, formwork, fences, false work, and temporary buildings and any similar items commonly referred to as
construction equipment located at the site;
• Furniture, fixtures, and
• Other personal property typical to a hotel located on premises or in storage or at any other temporary location.
• The policy must cover the cost of removing debris, including demolition as may be made legally necessary by the operation of any applicable
law, ordinance or regulation.
Permission to occupy or a partial occupancy clause or definition must be included and allow occupancy without qualification.
This insurance must include Business Interruption coverage including the Brand's interest for full recovery of net profits and continuing expenses
of the hotel projected for 12 months following a covered loss (including Rental Value and payments that would have been owed the Brand in the
absence of a loss).
This insurance must be maintained in effect until the earliest of either the date on which all persons and organizations who are insured under the
policy agree that it may be terminated or as provided for in the contract documents.
This insurance must name all Franchisees/Owners of the premises, agents of the Franchisee/Owner, and Contractors of any tier as insured. The
policy must include a waiver of subrogation stating that all Franchisees/Owners and Contractors waive their rights of subrogation against one
another with respect to losses covered by this policy.
I. GENERAL REQUIREMENTS
NOTE: Franchisee/Owner must defend, indemnify and hold Hilton Worldwide Holdings, Inc., its owners, subsidiaries and affiliates now or
hereafter existing, harmless from any and all damages or claims arising out of the failure of any Contractor, supplier or vendor doing business
with the hotel to maintain adequate insurance. Contractors must not be allowed on the site or within the premises until the stated insurance
requirements are evidenced.
Contractor's insurance, with the exception of an Occupational Injury Scheme, must name Franchisee/Owner, Hilton Worldwide Holdings, Inc.,
and each of their owners, subsidiaries and affiliates (including their respective directors, officers and employees), now or hereafter existing as
additional insured, and copies of these endorsements or their equivalent must be provided to Franchisee and the Brand.
Franchisee/Owner, at its option, may purchase an "Owner controlled insurance program" or "wrap up."
1502.02 INSURANCE REQUIRED DURING OPERATION
A. PUBLIC LIABILITY AND EXCESS LIABILITY
Minimum Required Limit: Participation in Brand insurance program is mandatory.

NOTE: The Brand or its designee will, at Franchisee/Owner’s cost, provide upon the commencement of operation of the hotel and maintain at all
times during the term of the Agreement, third-party PL in such amounts as the Brand may deem necessary. Franchisee/Owner will be named as
an additional insured.
The Brand may elect to maintain all or part of such policies under an arrangement insuring one or more hotels operated by the Brand or its
affiliates or subsidiaries, in which event the cost of such insurance to Franchisee/Owner will be allocated by the Brand on the same basis as
other hotels of the Brand.
If the Brand cannot obtain coverage, Brand will advise Franchisee/Owner of acceptable insurance requirements.
B. WORKERS COMPENSATION / OCCUPATIONAL INJURY SCHEME
Minimum Required Limit: As required by local law or regulation

NOTE: Occupational Injury insurance, as required by local law or regulation, must be in force prior to the hiring of any employees.
C. EMPLOYER'S LIABILITY
Minimum Required Limit: $1M per occurrence or as required by local law

NOTE: The EL limits can be satisfied by any combination of Occupational Injury Scheme, EL and/or PL policies. However, the certificate of
insurance must clearly indicate that PL insurance affords coverage for EL.
D. GENERAL LIABILITY / PROPERTY OWNER'S LIABILITY
Minimum Required Limit: Commensurate with Risk

NOTE: Franchisee/Owner must procure and maintain Property Owners Public Liability policy fully protecting Franchisee/Owner for liability
arising out of its ownership, possession and use of the hotel. Exposure will depend on the extent to which Franchisee/Owner is involved in day
to day operation of the hotel. Hilton recommends that Franchisee/Owner consult with a licensed insurance broker to determine appropriate
limits.
E. AUTO LIABILITY
Minimum Required Limit: The greater of US$25,000 and limit required by local law
NOTE: If hotel owns and operates vehicles, Franchisee/Owner must procure and maintain AL as required by local law or regulation subject to a
US$25,000 minimum
F. WATERCRAFT LIABILITY

NOTE: Hilton recommends that Franchisee/Owner consult with a licensed insurance broker to determine appropriate limits
G. AIRCRAFT LIABILITY

NOTE: Hilton recommends that Franchisee/Owner consult with a licensed insurance broker to determine appropriate limits.
H. COMMERCIAL PROPERTY AND BUSINESS INTERRUPTION
Minimum Required Limit: Full Replacement Cost or limits sufficient to avoid co-insurance
Earthquake and Flood (not less than 75% of the replacement cost or full probable maximum loss (PML) if in an earthquake and/or flood hazard
area
Windstorm – 75% Replacement Cost or PML
NOTE: Property Damage on a special causes of loss policy form ("All Risks"), including terrorism (may be part of the liability policy or a separate
policy) covering 100% of the insurable replacement value of the building and its contents. Such limit must be sufficient to avoid a co-insurance
penalty, if applicable. The policy must include coverage for the peril of windstorm and for ordinance and law.
This requirement for Earthquake and Flood only applies to hotels in an earthquake or flood hazard area. Please work with your insurance
professional to determine whether or not your hotel is in a high hazard area.
If a PML study is being used to determine appropriate earthquake, flood or wind limits, the PML must be based on the results of a professional
study.
I. BOILER AND MACHINERY (EQUIPMENT BREAKDOWN)
Minimum Required Limit: Full replacement cost of items

NOTE: Broad form Boiler and Machinery insurance against loss from accidental damage to, or from the explosion of, boilers, air conditioning
systems, including refrigeration and heating apparatus, pressure vessels and pressure pipes in an amount equal to 100% of the actual
replacement value of such items (without taking into account any depreciation) plus full recovery of the net profits and continuing expenses of the
hotel. Continuing expenses must specifically include royalty/license fees and other fees payable to the Brand.
J. TERRORISM
Minimum Required Limit: Full replacement cost and business interruption Third party liability if not covered in the GL policy
NOTE: Terrorism coverage shall be obtained and maintained for both first-party damage and-third party liability either stand-alone, through a
government operated or mandated pool, or as part of the PL coverage and the Property Damage/ Business Interruption coverage.
K. CRIME
Minimum Required Limit: Commensurate with risk

NOTE: Please consult with a licensed insurance broker to determine appropriate limits. The Crime insurance must include coverage for the
following risks and consider more than cash on hand:
• Employee Dishonesty
• Forgery & Alteration
• Money & Securities
• Computer Fraud
• Safe Robbery
• Counterfeit Paper
L. GENERAL REQUIREMENTS
NOTE: With the exception of Property, Boiler & Machinery and Occupational Injury, all policies obtained by Franchisee/Owner must name the
Franchisee/Owner as named insured, and must name Hilton Worldwide Holdings, Inc., and its owners, subsidiaries and affiliates now or
hereafter existing as additional insured including their employees, officers and directors.
All policies of Franchisee/Owner must be endorsed to be primary insurance with no recourse to, or contribution from, any other similar insurance,
if any, which may be carried by Hilton Worldwide Holdings, Inc., and its owners, subsidiaries and affiliates. Evidence of such must be supplied to
the Brand.
Any deductibles or self-insured retentions above $50,000 or 5% of the replacement cost of the hotel must be declared to and approved by Hilton
Worldwide Holdings, Inc., Risk Management Department, at: 7930 Jones Brand Drive, McLean, VA 22102; Email:
Risk.Management@hilton.com.
Requests by Franchisee/Owner to modify requirements for Earthquake, Flood, Windstorm or Terrorism may be submitted to Hilton Risk
Management for consideration. Guidelines for such requests may be requested at Risk Management@hilton.com
Franchisee/Owner must deliver or cause to be delivered to the Brand upon renewal or change in limits or coverage each of the following:
• Certificates of insurance or documentation acceptable to Hilton Worldwide Holdings, Inc., evidencing the insurance, including applicable
endorsements. Where applicable each certificate must specifically identify and/or list:
• Insured location(s) by name, address and Facility ID number.
• Relevant policy numbers
• Relevant parties as being named additional insured (as specified above)
• Correct Hilton legal entity as certificate holder (Hilton Worldwide Inc., 7930 Jones Branch Dr., McLean, VA 22102)
• For Property, Boiler & Machinery and Business Interruption
• Windstorm
• Earthquake and/or Flood as appropriate
• Terrorism (unless provided separately)
• A signed letter written or translated to English from the insurance agent or broker who placed the required insurance affirming that he or she
has read and understood the insurance requirements contained in this Manual. This letter must specifically address whether the insurance the
agent or broker has placed complies with the insurance requirements set forth in this Manual.
• A signed checklist from the insurance agent or broker indicating whether there is coverage for each of the minimum requirements set forth in
this Manual.
For samples of these letters and checklists, as well as sample certificates and evidence of property insurance, please request a copy from Hilton
Worldwide Holdings, Inc., Risk Management department at Risk.Management@hilton.com.
For notice purposes the certificate holder is “Hilton Worldwide Holdings, Inc., Attn: Risk Management, 7930 Jones Branch Drive, McLean, VA
22102"
All certificates or other documents evidencing insurance must be provided in English with currency indicated in U.S. dollars. Limits required in
this standard may be satisfied in the local currency equivalent at the time the policy is purchased.
All evidence of insurance required herein including certificates must be sent, either by fax, email or upload, to Hilton Worldwide Holdings, Inc.'s,
external partner as indicated on OnQ’s Risk Management page: Proof of Insurance (Certificates).
Hilton Worldwide Holdings, Inc.'s, external partner will review and audit each certificate of insurance in line with requirements as set out in this
Manual.
If Franchisee/Owner does not obtain or maintain the required insurance or policy limits, the Brand can (but is not obligated to) obtain and
maintain the insurance or such portion of the insurance (Difference in Limits”/”Difference in Conditions”) needed to bring Franchisee/Owner’s
insurance in line with the requirements herein for Franchisee/Owner without first giving Franchisee/Owner notice. If the Brand does so, then
Franchisee/Owner must immediately pay the Brand upon request, the premiums and costs incurred by Brand.
The Brand makes no representation, implied or express, that the foregoing insurance requirements are adequate to protect Franchisee/Owner.
The insurance coverage requirements contained in this Manual are only minimum requirements. These requirements do not relieve Franchisee/
Owner from responsibility for any loss or claim for damages arising out of the Agreement. Franchisee/Owner must indemnify the Brand for any
claim for damages due to failure of Franchisee/Owner or any Contractor, supplier or vendor doing business with Franchisee/Owner to maintain
adequate insurance.
To ensure compliance, the Brand strongly recommends that Franchisee/Owner reproduce all insurance requirements in this Manual in full and
submit it to a licensed agent or broker experienced in writing insurance for hotels.
Failure of the Brand to demand evidence of compliance with the insurance requirements in this Manual or failure of the Brand to identify a
deficiency from evidence that is provided shall not be construed as a waiver of Franchisee/Owner's obligation to maintain such insurance.
At the request of the Brand, Franchisee/Owner must deliver a copy of each policy bearing certification of the insurance company underwriter(s),
that the policy is a complete copy of the policy issued with all endorsements to the Brand.
The Brand may increase or decrease the minimum amount of insurance, require additional or different types of insurance, or otherwise change
the requirements to make them comparable to the amount and kinds of insurance carried by other properties or hotels, taking into account the
size and location of the hotel and changing circumstances in the law and insurance marketplace.
Franchisee/Owner must obtain and maintain any other insurance required by local or national statute or law.
M. BUSINESS INTERRUPTION
Minimum Required Limit: Full recovery of net profits and continuing expenses for 12 months
NOTE: Full recovery of the net profits and continuing expenses of the hotel (including rental value) for a 12 month period must be carried. Such
limit must be sufficient to avoid a co-insurance penalty, if applicable.
Continuing expenses must specifically include royalty/license fees and other fees payable to the Brand, its subsidiaries and affiliates. The policy
must include coverage for all perils identified for Commercial Property Insurance and Boiler & Machinery above.
Hilton Worldwide Holdings, Inc., and its owners, subsidiaries and affiliates now or hereafter existing must be included as an additional insured
as respects their interest in Business Interruption insurance.
1502.03 CONCESSIONAIRE INSURANCE
A. ADEQUATE INSURANCE
Each concessionaire must maintain adequate insurance for its business. It is Owner’s responsibility to ensure concessionaires have procured
and maintain insurance policies with adequate limits of liability, and that concessionaires fully indemnify Owner, and the Brand, and Hilton
Worldwide, its designee and their wholly owned subsidiaries, its owners and their managing agents and affiliates now or hereafter existing.
1. Special considerations apply where the concessionaire is involved in hazardous activities, including waterborne and airborne craft, fitness
center, and water sports. In respect of water sports, diving and scuba diving activities, the operation of watercraft or aircraft (including hot air
balloons) and other hazardous activities, the concessionaire must maintain insurance policies with limits of liability of at least $1,000,000
and must fully indemnify Owner, the Brand, and Hilton Worldwide, its designee and their wholly owned subsidiaries, its owners and their
managing agents and affiliates now or hereafter existing.
2. All policies required under this Section 1502.03 must name Owner, and the Brand and Hilton Worldwide and any of their subsidiaries or
affiliates operating in the country where the hotel is located (including their officers, directors and employees) as additional insured parties
and grant a waiver of subrogation in favor of the Brand and Hilton Worldwide.
3. All insurance policies required by this Section 1502.03 must be maintained by the concessionaire in full force and effect during the term of
the operation of the business by the concessionaire at the hotel and for a reasonable period thereafter.
1503.00 SAFETY
1503.01 LIFE SAFETY PROGRAM
A. MINIMUM STANDARDS
The Brand expects the Franchisee to treat the safety and security of customers and guests at the hotel with the highest regard. As a reminder,
the Brand Standards below, as well as any other Brand Standards in this manual related to the safety and security, health or wellness of guests
or other visitors to the hotel, are only minimum standards. Franchisees must carefully examine these Brand Standards and take such additional
precautions and implement such additional procedures as the Franchisee deems necessary to protect the safety, health and wellness of the
guests and other visitors to the hotel.
1. The hotel must conduct a self-audit on safety and security issues biannually. Records of this audit must be kept on file for review by Hilton
Worldwide quality assurance auditors for a period of no less than three years.
2. Portable fire extinguishing equipment must be located throughout the hotel as specified in the Design, Construction and Renovation
Standards (see Section 2500) and / or in accordance with all local laws, whichever are more stringent.
3. All portable fire extinguishing equipment must be tested and checked according to a scheduled plan and applicable law, and documented
accordingly.
4. Fire prevention and fire alarm procedures must be kept by the hotel in written form and must be communicated to all employees as
designated in the Fire Safety Systems section of this manual (see Section 1503.04) and Section 2516.00.
5. The hotel must comply with all applicable laws concerning life safety issues.
1503.02 EMERGENCY PLAN
A. OPERATIONAL AND EMERGENCY RESPONSE PLAN
The hotel must have written, hotel-specific plans in place and provide ongoing training to address the response and management of the below
emergency situations. All plans (or copies of the plan) at the hotel must be consistent, updated annually, and easily accessible to all on-property
employees.
The list below represents the minimum requirements of topics that should be covered in hotel operational and emergency response plans. Hotel
management should identify and assess risks relevant to their property to determine if additional topics should be included.
Examples of Incidents/Threats:
• Activation of Panic Alarms
• Adverse Weather Conditions
• Armed Robbery
• Asbestos Disturbance/Release
• Body Fluid Spillage (Pool/Spa)
• Boiler Failure
• Bomb Threat
• Broken Glass (Pool/Spa)
• Chemical Spillage
• Chemical, Biological, Radiological, and Nuclear
• Chlorine Gas Escape (Health Club)
• Contamination
• Criminal Offences/Threats of Violence
• Death or drowning in Pool
• Death/Suicide
• Demonstration
• Electrical and Lighting Failure
• Enforcement Officer Visit
• Evicting Guests
• Failed Water Samples (Pool)
• Failed Water Samples (Spa)

• Filming Enquires
• Fire or Explosion
• Flood
• Food Contamination or Food Poisoning
• Foodborne Illness/Norovirus
• Gas Release/Leaks
• Guest Illness
• Health Club Operational Plans
• Infectious Diseases
• Legionella Outbreak
• Lift Failure/Entrapment
• Loss of Fire Alarm/System
• Major Body Fluid Spillage
• Media Handling
• Pandemic/Flu
• Political Unrest (Riot, Protest)
• Serious Accident
• Sexual Assault/Rape
• Shooting/Active Shooter
• Sprinkler Activation
• Telecom Failure
• Terrorist Attack
• Theft of Guest Property
• Transportation Emergencies
• Water Failure
The list of threats and incidents above are minimum requirements. To better understand when and how to notify the appropriate Hilton
Worldwide stakeholders; please review the REPORTING OF THREATS AND INCIDENTS section below.
Additionally, examples of emergency response plans may be accessed using the following links:
Owned and Managed Hotels
Franchised Hotels
B. CRISIS MANAGEMENT
The hotel must have written hotel-specific site crisis plans in place to manage and resolve major threats and incidents. The site crisis plan
needs to identify the crisis team members, roles, responsibilities and escalation requirements, and reporting protocols to the appropriate
stakeholders (e.g., local authorities, owner) and to the relevant Hilton Worldwide contact (e.g., Owned / Managed to contact Safety & Security).
The site crisis plans must be maintained and updated at least annually with contact information reviewed every 6 months (and updated more
frequently as needed). The site crisis team at the hotel must receive training every 6 months (see training requirements below).
C. REPORTING OF THREATS AND INCIDENTS
Hotel management is required to report threats or emergency incidents to the appropriate stakeholders immediately; this includes Hilton
Worldwide as well as franchise ownership. When faced with a threat or incident, hotel management should ask themselves the following
questions.
• Was or could there be serious illness, injury, or loss of life?
• Was or could there be significant property damage or loss?
• Was or could there be a significant business disruption?
• Was or could there be any criminal activity?
• Were there or do you anticipate media inquiries or external interest?
If the answer is YES to at least one of the questions below, hotel management must report the situation to Hilton Worldwide through the CRISIS
HOTLINE: +1 214-572-7474.
D. TRAINING
Hotel team members and crisis teams should be trained on the above procedures every 6 months.
E. EXTERNAL COMMUNICATION
To best protect Hilton Worldwide’s reputation as the industry leader, all General Managers and Team Members should adhere to the Hilton
Worldwide External Communications Policy (HW-COMM-001) when receiving with inquiries from the media or external stakeholders regarding
threats or incidents. It is critical that all media interactions are reviewed and approved by the appropriate regional, brand or corporate
communication contact.
F. EMERGENCY AND CRISIS TERMINOLOGY
Threat: A likely event that may compromise life safety, damage assets, harm reputation, and/or cause disruption to business operations.
Threat Examples: Typhoon predictions; spread of pandemic flu; social unrest; environmental contamination, major events like the Olympics
Incident: An event that is currently happening or has happened, and has compromised life safety, damaged assets, harmed reputation, and/or
disrupted business operations.
Incident Examples: Hostage situation at a property; earthquake; tsunami; cybersecurity attack; workplace violence; terrorism
Operational Incident: An event that requires action as part of the normal course of business operations and does not require activation of any
BCM teams and the BCM PMO.
Operational Incident Example: Damage to an asset that requires repair and insurance claims but does not require activation of crisis teams
G. EMERGENCY SHUT-OFF PLAN
1. The hotel must post a detailed plan displaying the hotel layout and location of all working components of the hotel’s fire safety system and
utility shutoffs (fire pumps, sprinkler system, pull stations, alarm, electrical and gas).
2. The hotel layout with emergency procedures must be posted in the work area behind the front desk, maintenance and housekeeping, easily
accessible to all employees.
3. Photographs must be taken of the fire system and utility shutoff components and posted with the hotel layout denoting the location of that
piece of equipment to allow familiarization of the fire safety components by the team members.
1503.03 EMERGENCY LIGHTING
Emergency lighting must be provided in accordance with standards found in the Brand’s Design, Construction and Renovation Standards.
1503.04 FIRE LIFE SAFETY
Minimum standards for fire safety systems approval, testing, maintenance and training are detailed below. These minimum standards do not
supersede more stringent applicable laws. Refer to Brand’s Design, Construction and Renovation Standards for complete fire safety system
requirements.
A. GENERAL RULES
Refer to Brand’s Design, Construction and Renovation Standards for complete fire safety system requirements.
B. APPROVAL TESTING AND MAINTENANCE, TRAINING
1. Written approval of the plans for required fire safety systems must be obtained from the governmental authority having jurisdiction prior to
installation of the fire safety system. The form of written approval may vary by governmental authority. For the purposes of these Brand
Standards, “written approval” is defined as a certificate, letter of approval, permit, stamp of approval, or other approval method as used by
the governmental authority.
2. Written certification that the required fire safety systems have been installed according to the approved plan by a licensed contractor and
are fully operational, tested, and approved by the authority having jurisdiction must be obtained from the installation contractor.
3. All fire safety systems installed (including any systems installed above and beyond the requirements of this standard) must be tested and
maintained either:
a. Through a maintenance contract with an organization licensed to install and maintain such equipment OR By individuals trained to
perform such maintenance and testing.
b. Testing and maintenance of sprinkler systems must be in accordance with the stricter of the manufacturer’s instructions, NFPA 25, as
otherwise specified by the governmental authority having jurisdiction over the hotel, or as specified in Section 2516.00.
c. Testing and maintenance of smoke detection systems (or heat detection devices where appropriate) must be in accordance with the
manufacturer’s instructions, NFPA 72, or as otherwise specified by the governmental authority having jurisdiction over the hotel or as
specified in Design and Construction Section 2516.00.
d. A statement certifying that such testing and maintenance have been performed must be signed by either the maintenance company
representative and by the general manager of the hotel OR By the individual trained to perform such maintenance and testing and by
the general manager of the hotel.
1. All statements certifying such testing must be kept on file at the hotel and be made available to the Quality Assurance auditor upon
request. Such testing and maintenance must be performed at least once every six months. A minimum of one test per year must
be conducted by an outside third party licensed to test fire safety equipment. Guest room/suite smoke detectors must be included
as part of this testing and documentation. Carbon Monoxide detectors, if mandated in Design, Construction and Renovation
Section 2516.00, must also be included as part of this testing and documentation.
NOTE: Refer to The Lobby for the complete list of testing and maintenance requirements by maintenance contractor and hotel
personnel.
C. TRAINING
1. All employees must comply with emergency training as specified in brand training checklists.
2. Fire drills must be conducted twice a year to maintain the readiness of all employees. Documentation of each fire drill must be maintained
for 12 months for Quality Assurance to review.
1503.05 FIRE / EMERGENCY EXITS
Refer to Section 2516.05 for details.
1503.06 FIRST AID KIT
Fully-stocked first-aid kits must be available at the front desk area, pantry area, housekeeping area and maintenance area, and any other areas
required by local code.
1503.07 BUILDING CODES / GOVERNMENT REGULATIONS
The hotel, in all aspects of its facilities and operation, must comply with all applicable laws, codes, ordinances, and regulations.
1504.00 SECURITY
1504.01 DOORS
A. SIGNAGE
All entrance/exit doors normally locked during specific times, or as required by code, in the evening must have signs, both inside and outside the
doors that indicate the time they are locked and include directions to the appropriate alternate entrance/exit doors. All exterior doors of the hotel
must provide registered guest access with the use of their key cards. All secondary doors of the hotel must remain locked from the exterior side
at all times.
1504.02 INCOMING TELEPHONE CALLS
An incoming caller must identify the guest by name before the call can be transferred. Do not connect any call by room number only.
1504.04 ELECTRONIC KEY CARDS
A. GENERAL RULES
All hotels must utilize brand approved electronic lock key cards. Refer to the standards below:
• Room keys must not display the hotel name, logo, or room number at any time.
• No third-party advertising may be featured anywhere on the key.
• Room numbers must never be announced.
• A coding system must be used for key card labeling that allows in-house verification of room numbers.
B. ADDITIONAL KEY REQUESTS
If a guest requests a replacement room key, verify guest identification prior to issuance.
1504.05 HOUSE PHONE RESTRICTIONS
Refer to Section 1704.06 for Standards applicable to the Public Area Phones and House Phones.
1504.06 SECURITY GUARDS
Security guards, whether on staff or contracted, must not be armed while on hotel property.
1505.00 LOSS PREVENTION
Each hotel must have a digital camera accessible at all times.
1505.02 CLOSED CIRCUIT TELEVISION (CCTV)
All systems, when installed in the hotel, are subject to owner obligations to maintain a high quality, first class hotel and must include signage placed
in a conspicuous location disclosing to guests that CCTV is in use on the grounds of the hotel.
A. PROHIBITED AREAS
CCTV cameras must not be placed in, or aimed at, guestrooms, locker rooms, restrooms or other non-public areas.
B. INSTALLATION
Monitors must not be mounted on the ceiling or wall of the lobby or front desk and must be no larger than 13" in size. The monitor may be larger
than 13" if it is in the back office area out of the view of guests. The monitor may be placed in one of two locations:
1. At the front desk/back office, out of the view of guests OR On the side area of the front desk (not the main registration area). The monitor
must be encased in a finished cabinet that coordinates with the front desk mill work. The monitor may be in view of the guests.
2. All cables must be concealed. When penetrations are made in walls or ceilings, a cover plate must be installed over the opening with the
cables passing through the cover plate. All exposed multiple wires (exiting the ceiling at the camera and exiting the wall at the VCR) must
be bound using tie wraps.
C. RECORDING SYSTEMS
1. The hotel must ensure that all employees are trained on the CCTV system.
2. The hotel must maintain the CCTV system and make certain that all of its components are working.
3. It is strongly recommended to locate the recording device in a locked cabinet/unit to prevent any tampering.
4. Hotel’s use of CCTV cameras, installation, and the retention of CCTV footage must comply with applicable laws.
1505.03 LOST AND FOUND
All lost and found articles must be logged and maintained for 90 days. Valuables should be maintained for one year in a safety deposit box or other
secure area. Local codes may preempt this policy.
1505.04 PARKING LOT SIGNAGE
Signs must be conspicuously posted in the parking lot stating “Guest Parking, User Assumes All Risks.”
1600 - BACK OF HOUSE AND BUILDING OPERATIONS
BACK OF HOUSE AND BUILDING OPERATIONS

1600-
1602.00 HOUSEKEEPING SERVICE ........................................................................................................................................ 1600-2
1603.00 ENGINEERING AND MAINTENANCE SERVICE........................................................................................................ 1600-3
1604.00 SERVICE AREAS......................................................................................................................................................... 1600-3
1605.00 EMPLOYEE FACILITIES.............................................................................................................................................. 1600-4
1606.00 SMOKING POLICY ...................................................................................................................................................... 1600-4
1602.00 HOUSEKEEPING SERVICE
Refer to standards in Section 2513.02.
A. DAILY CLEANING SCHEDULE
The hotel must implement, maintain and document a daily cleaning program.
C. GLASSWARE / DISHWARE
The hotel must remove the soiled items from guestrooms and clean and sanitize all glassware, coffee pots and mugs through a commercial-
grade dishwasher after use and upon checkout. No cleaning of these items is permitted in the guestroom.
1602.02 GUEST REQUEST RESPONSE
Guest service representatives must respond to guest requests for expendable amenities and other room items (e.g., extra linens, blankets, pillows)
within 15 minutes of request.
1602.03 DEEP CLEANING PROGRAM
Each hotel must develop, implement and document a deep cleaning program. The program must be designed to ensure that the hotel is maintained
at a high level of cleanliness. Each room must be deep cleaned a minimum of two times per year. A fixed schedule must be established for deep
cleaning the guestrooms.
1603.00 ENGINEERING AND MAINTENANCE SERVICE
Each hotel must develop, implement and document a systematic quality control system.
A. SYSTEMATIC QUALITY CONTROL
The system must be designed to ensure that the hotel is maintained in quality condition. A fixed schedule must be established for performing
appropriate preventive maintenance to ensure the entire hotel is inspected four times per year.
B. MAINTENANCE COVERAGE
The hotel must give the highest priority to all repair requests from an occupied guestroom. The hotel must have maintenance coverage seven
days a week. One employee on each shift must be trained to make basic repairs to the toilets, televisions, HVAC and light fixtures on the hotel.
1603.02 GUEST RESPONSE REQUEST
Guestroom repair requests for items that directly affect guest comfort, needs or security (e.g., televisions, HVAC, plumbing, light bulbs, light fixtures,
door locks) must be responded to within 15 minutes of the guest’s request during the hours of 7 a.m. to 11 p.m. (7:00 h to 23:00 h). After-hours
requests must be handled as promptly as possible.
A. ALTERNATE RESPONSE TIME
If repairs cannot be completed within 15 additional minutes, a designated guest service representative must contact the guest and remain in
contact with the guest until an acceptable alternative solution is agreed upon with the guest.
1604.00 SERVICE AREAS
1604.01 TRASH/RECYCLING/ RECEIVING AREAS
The dumpster and recycle areas must always be kept clean and organized. Gates/doors must be closed and secured when not in use. See Section
2513.09. If the hotel chooses to participate in recycling or is required by local code or waste management company to recycle, each hotel must
responsibly separate and dispose of recycle collection in appropriate manners, including but not limited to maintaining separation in outside recycle
collection dumpsters.
1605.00 EMPLOYEE FACILITIES
1606.00 SMOKING POLICY
Hotels declaring a smoking or non-smoking designation must comply with the appropriate standards upon determination of smoking status:
1606.01 MINIMUM INVENTORY
Hotels must feature non-smoking rooms anywhere from 85 percent to 100 of the total rentable rooms. Each hotel must ensure that there is a program
in place to remove objectionable odors, such as cigarette odors, from guestrooms.
B. SMOKING FINES
Collecting an advanced deposit for a non-smoking room is prohibited. A maximum fee of $250 may be assessed upon check-out for smoking in
a non-smoking room. This fee must not be imposed without the following actions:
• A smoking fee for smoking in a non-smoking room must be visible on the hotel's brand.com site.
1606.02 100 PERCENT SMOKE-FREE HOTELS
Hotels that choose or are required by law to be 100 percent non-smoking must provide a defined smoking area for guests as outlined in the Brands’
Design, Construction and Renovation Standards Section 2501.03.L and comply with the following:
• Notify guests of smoke free environment and update inventories through all appropriate reservation channels
• If the hotel is 100 percent non-smoking, signage must be placed and visible at the front entrance and must not be placed directly on front doors or
at front desk. Additional signage must be displayed designating the entire floor as non-smoking and be placed under the room directional signage
at the elevator lobby. Signage must be consistent with current sign package. See Design, Construction and Renovation Standards Sections
2519.02.E.1 and 2519.02.M.1
• Hotels choosing to impose a smoking penalty must comply with Section 1606.01.B
1606.03 PUBLIC AREAS
Hotels must guide guests and team members to appropriate smoking locations away from entrances.
1700 - TECHNOLOGY
TECHNOLOGY
1700-
1700 - TECHNOLOGY
1701.00 HOTEL MANAGEMENT TECHNOLOGY..................................................................................................................... 1700-2
1702.00 VOICE TELECOMMUNICATIONS HARDWARE ......................................................................................................... 1700-7
1703.00 TELEPHONE SWITCHBOARDS ................................................................................................................................. 1700-8
1704.00 TELEPHONES ............................................................................................................................................................. 1700-8
1705.00 INTERNET ACCESS.................................................................................................................................................. 1700-13
1706.00 ENTERTAINMENT ..................................................................................................................................................... 1700-15
1707.00 MOBILE TELEPHONE AND WIRELESS DEVICES .................................................................................................. 1700-19
1708.00 DIGITAL KEY.............................................................................................................................................................. 1700-19
1700 - TECHNOLOGY
1701.00 HOTEL MANAGEMENT TECHNOLOGY
1701.01 HOTEL PROPERTY MANAGEMENT TECHNOLOGY
A. GENERAL RULES
The hotel must install the required business software as mandated by Hilton Worldwide. The required business software is subject to change at
any time. The hotel must use the defined technology system for the country in which the hotel is located as currently mandated by Hilton
Worldwide. The system must be installed to comply with Hilton Worldwide's Property & Resort Information Security Standards, as published on
The Lobby and identified in Section 1701.04.A.
The system will perform the following functions as outlined in the subsections below:
1. Provide real-time integration with the Hilton Worldwide reservation system that supports all current and future reservation functions and
procedures.
2. Maintain guest room status, provide automated guest folio and accounting capabilities and provide a level of guest service required to
maintain and conform to all standards.
3. Integrate with and provide timely data to Hilton Worldwide’s centralized database for system statistics and financial data analysis.
4. Support all current and system-wide marketing programs.
5. Provide a fully-integrated revenue management system which analyzes historical data and current booking activity and provides strategies
to achieve the highest possible revenue. All hotels must comply with the documented business practices designed to optimize revenue
management system performance.
6. Connect to the Hilton Worldwide Wide Area Network service through approved vendor for secure access to Hilton Worldwide's online
services.
7. All workstations on the Hilton Worldwide network must have access to the Internet.
8. The minimum number of required registration workstations is outlined in the Brand’s Design, Construction and Renovation Standards and
this must be adhered to.
B. REPLACEMENT
1700 - TECHNOLOGY
Hilton Worldwide operates a mandatory hardware refreshment program, details of which are outlined in your HITS agreement. This will ensure
that the hotel's hardware technology platform will remain current and consistent across the Brand. The current equipment model deployed at the
hotel during refresh becomes the minimum equipment standard for the hotel.
Once Hilton Worldwide has notified the hotel that a system upgrade or refresh is required, the hotel must support the upgrade within 1 month or
an alternative timeline specified by Hilton Worldwide.
1. Brand Management will cover hardware costs, including shipping of OnQ. The hotel is responsible for the software related costs and all
implementation costs, including the payment of personal hotel tax.
2. All equipment on the Hilton Worldwide network must be covered by a hardware maintenance and support contract.
C. TECHNOLOGY ENVIRONMENT
1. The hotel must utilize hardware for Hilton Worldwide systems that is certified and approved by Hilton Worldwide to run all technology and
third-party software enhancements. Failure to maintain this Brand Standard could result in:
a. Inability to properly install or operate software upgrades enabling participation in Brand-sponsored programs (e.g., HHonors); and
b. Inability to properly install or operate software upgrades from Hilton Worldwide or third-party providers that are necessary for
maintaining efficient, secure, reliable system operation.
2. The hotel must utilize network connectivity devices that are certified and approved by Hilton Worldwide to run all Hilton Worldwide
technology and considered supported devices by the equipment manufacturer. In addition, the use of Local Area Network Switch devices is
required to improve the efficiency of the Hilton Worldwide network.
3. The hotel must have fully executed and valid Hilton Information Technology Systems Agreement and associated licenses for the Hilton
Property Management System.
4. Call Accounting Software. The hotel must have one call accounting interface software program for Hilton Worldwide approved PMS to
interface to an approved third-party call accounting system.
5. The hotel must have an interface for the Hilton PMS to the PBX through the Call Accounting Software.
1700 - TECHNOLOGY
6. The hotel must have one voice mail interface software program for Hilton Worldwide PMS to interface to an approved third-party voice mail
system.
7. The hotel must have a door lock interface software program that will allow the hotel to program keys via Hilton Worldwide PMS. This system
must interface with an approved RFID locks system in accordance with the Brand’s Design, Construction and Renovation Standard
(2514.01.P). In addition, where it is available by local or regional banking and information technology governance, the hotel must install an
approved credit card interface system that will authorize and process all credit card charges.
1701.02 THIRD-PARTY COMPUTER EQUIPMENT AND SOFTWARE
A. SUPPORT
Except in cases where the hotel has arranged for support from or via Hilton Worldwide, Hilton Worldwide will not provide support for any third-
party software and/or equipment. Refer to the Information Security Standards for additional information (Section 1701.04.A).
NOTE: Any third-party system that is not or no longer in compliance with Hilton Worldwide's technology Standards or not authorized to connect
to the Hilton Worldwide managed hotel network must be removed. Hilton Worldwide will not be responsible for the cost associated with system
conflicts.
1. The hotel must neither attach nor use third-party equipment and/or interfaces with the Hilton PMS Technology equipment if the third-party
equipment has not been certified by Hilton Worldwide as meeting Hilton Worldwide specifications. The hotel may not install third-party
software on any Hilton Worldwide managed asset that has not been certified by Hilton Worldwide. A list of authorized third-party software
and approved interfaces is available on The Lobby. Failure to follow this Brand Standard will void any maintenance agreement with Hilton
Worldwide or its affiliates or subsidiaries and the hotel will be solely responsible for all repair or replacement expense. Refer to the
Information Security Standards for additional information (Section 1701.04.A).
2. The hotel may not install any third-party network equipment that would allow access to the Hilton Worldwide network from an outside source
including, but not limited to: the Internet, cellular/mobile network, owner/franchise network, guest Internet access network, or meeting space
Internet access network. Firewalls and other devices installed on the Hilton Worldwide network must be certified and purchased through
Hilton Worldwide. Directly connecting any hotel system to the Internet, cellular/mobile network, guest internet access network, or meeting
space Internet access network is prohibited.
3. Ethernet connections are the required standard for Hilton Worldwide connected systems.
1700 - TECHNOLOGY
4. For any software application that is approved to be used on the Hilton Worldwide network, the hotel must have proof of legal licensing for
that software application.
B. MICROSOFT® LICENSES
1. Desktop software packages that are Microsoft® XP workstation compatible need the legal, licensed software (original installation disks) in
order to install the software.
2. Hotels must maintain and install the most current version of Microsoft® Office. Software must be purchased at a reduced rate and billed
through monthly installments through the Hilton Worldwide IT Department.
1701.03 EMAIL ACCOUNTS
Three email accounts are assigned per hotel by Hilton Worldwide.

Email accounts are established as follows: FirstName.LastName@hilton.com.
At minimum one email account must be associated with the general email account. This can be established by assigning the account through the
OnQ identity site at ID.hilton.com. The hotel must check their email account on a daily basis.
A. PRINCIPAL CORRESPONDENTS OR DESIGNEE
Principal correspondents or appointed designee must provide a valid e-mail address to the Brand Management Team. The Brand Management
Team must be notified in writing within 10 business days of a change in the principal correspondent or designee email address.
1701.04 HOTEL INFORMATION SECURITY
A. REGULATORY REQUIREMENTS
The hotel must comply with all laws and regulations relating to information or data security. The hotel must comply with Property & Resort
Information Security Standards, as published on The Lobby.
Key Information Security Standards and responsibilities required for all hotels include:
• Maintaining a written record of the hotel personnel responsible for implementing and performing the hotel’s information security
responsibilities.
• Maintaining a written record of all hardware and software that store, process, and/or transmit Protected or Confidential Information.
• Managing access controls to hardware, software, and facilities:
• In accordance with the principle of least privilege;
1700 - TECHNOLOGY
• Removing access immediately upon termination of employment; and

• Conducting and maintaining a written record of, periodic reviews to confirm the property of access (e.g., quarterly user access review).
• Ensuring user accounts and passwords (including those assigned to support vendors) to software, hardware, and facilities systems are:
• Not shared;
• Unique and assigned to specific persons; and
• Subject to complexity and periodic change requirements specified by Hilton Worldwide.
• Ensuring all remote access and remote administration of any system conforms to Hilton Worldwide Standards. Vendor remote access
capability must be disabled when not in use and monitored when support is required - “always-on” 24 hour, seven days a week access is
prohibited.
• Conducting and maintaining a written record of periodic inspections to verify, at a minimum:
• The on-going efficacy of physical access controls such as door locks and monitoring systems;
• Unauthorized wireless devices and keystroke/data loggers are not connected to networks or systems; and
• Payment card swipe devices reconcile to inventory records and do not have signs of tampering.
• Cooperating with and supporting all Hilton Worldwide Information Security requests and investigations, including but not limited to:
• Malware eradication
• Hotel-level data such as log or video monitoring records
• Immediate removal of unauthorized hardware or software from the hotel’s systems and networks; and
• Forensic system imaging for any system connected to, or that was once connected to, a Hilton Worldwide network.
1701.05 CERTIFICATE OF COMPLIANCE
General Managers (or their designee) are required to read and acknowledge, in writing, their understanding and agreement to comply with the
Property & Resort Information Security Standards at least annually.
1701.06 POINT OF SALE (POS) SYSTEMS
The hotel may elect to install a point-of-sale (POS) system. If a POS solution is used, it must have one Brand approved point-of-sale (POS) interface
software program for the property management system.
A. The system must comply with all laws and regulations relating to information or data security and be installed to comply with Hilton Worldwide's
Information Security Standards, as published on The Lobby. Hotels must ensure applications are current and possess a current certification
(e.g., PA-DSS), if applicable. Hotels must maintain applications, periodically upgrading to current versions. Applications subject to PA-DSS
certification must be upgraded within 12 months after the application is not longer authorized for new deployments.
1700 - TECHNOLOGY
C. The POS server, workstations, and credit card gateway server must be configured and/or upgraded to meet current Hilton Preferred F&B Vendor
POS LAN Standards.
D. The hotel must ensure the version of POS vendor software in use is PA-DSS certified. As software versions fall out of PA-DSS compliance,
hotels will upgrade the vendor software to a current PA-DSS complaint version.
1701.07 ON-PROPERTY SALES AND EVENT EXECUTION SOFTWARE
NOTE: Standardized on-property sales and event execution software for existing hotels is currently under review by the Brand. Once developed and
communicated, all hotels must adhere to published standards and compliance dates.
If the hotel is installing or transitioning to a new on-property sales and event execution software, the Brand approved Delphi.fdc solution must be
implemented. For additional information on the approved solution please refer to the Sales Systems Library on The Lobby.
PATH: The Lobby > Departments > Sales > Global Groups, Conferences and Events > Sales Systems Library.
1702.00 VOICE TELECOMMUNICATIONS HARDWARE
1702.01 PRIVATE AUTOMATED BRANCH EXCHANGE
The hotel must have a digital private automated branch exchange (PBX) telephone system that provides the following features:
A. FEATURES
Hosted or On-Property PBX solutions must be capable of the following:

• Internal Emergency notification either to the front desk or Emergency Center
• Direct dial to the local Emergency Service without having to dial an access code first (See Section 1702.01.C)
• Interface with PMS to provide guest name display, maid codes and phone on/off functionality
• Automatic wake-up call
• Least-cost routing/automatic route selection
• Station Message Detail Recording (SMDR)
• Message waiting notification light
1700 - TECHNOLOGY
• Direct dial access

• Toll-free area code programming
• Ability to connect to a T-1 or equivalent dedicated network using internal equipment
• Call restriction capabilities for fraud prevention
• A minimum of 2 hours of battery backup
B. SOFTWARE UPDATES
PBX software must be regularly updated to allow guests access to new area codes and exchanges (prefixes).
1703.00 TELEPHONE SWITCHBOARDS
1703.01 HARDWARE DISPLAY
The PBX switchboard and all administration telephones used to connect with guests must have a multi-character visual display, showing the calling
guest's name, in order to provide enhanced customer service.
1703.02 HOURS OF OPERATION
The PBX switchboard service must be operated 24 hours a day. Initial calls into the PBX switchboard must be answered in person or the hotel must
be enrolled in our ResMax program with Auto Attendant. The auto attendant must be active 24 hours a day, every day of the year, must be
programed to answer on the first ring with an approved Brand greeting with call routing options where all reservations are transferred to the ResMax
team, and meet all security requirements. Auto attendant greetings must be reviewed annually, at a minimum, and maybe required to be updated at
the discretion of Hilton Worldwide. For questions regarding Auto Attendant, contact the ResMax Business Development Team at
ResMaxAutoAttendant@hilton.com.
1704.00 TELEPHONES
1704.01 VOICE MESSAGING SYSTEM
1700 - TECHNOLOGY
A. GENERAL RULES
The Voice Messaging System (voice mail) must meet the following minimum standards:
1. An efficient voice mail/messaging system must be part of the standard telephone system. Easy-to-understand operating instructions for its
use must be posted on the telephone faceplate.
2. Interface directly with the PBX for accurate and timely message delivery.
3. Interface with PMS via the PBX-to-PMS interface or directly to PMS via the approved interface specification to provide mailbox open/close
at checkout.
4. Provide the ability to partition the system between administration and guest. This will ensure that guests can easily retrieve messages and
provide team members with additional features.
5. Have a minimum of 4 access ports exclusively available for recording and playing messages, and 40 hours of storage or equivalent, based
on data storage technique.
6. Allow manual activation and deactivation of message waiting lamp.
7. The hotel operator must log into the guest’s mailbox and use a password that is unique to that guest and/or room to then connect the guest
to their voice messages. For security reasons, the passwords may not be given out to any guest.
8. Guests must have access to their voice messages from their guestroom telephone without having to input “login” codes. When away from
their guestroom, guests must be directed to the hotel operator for assistance.
9. Instructions for proper usage of the voice mail system must be clearly posted by the telephone in each guest room, unless instructions are
in the voice mail system itself.
B. WAKE-UP CALLS
1700 - TECHNOLOGY
Guest programmable wake-up calls via confirmation tones or voice prompts are required. If confirmation tones are used, instructions must be
available in each guestroom/suite.
1. In addition to placing wake-up call requests with the hotel operator, guests must be able to access the hotel wake-up service utilizing their
guestroom telephone to input their own request directly.
2. Instructions for proper use of the wake-up service must be provided in the wake-up service system itself in a language preference as
designated by the guest upon check-in.
3. The hotel must audit the wake-up service to track and monitor the status of all wake-up calls programmed directly by the guests
themselves.
4. The wake-up service must be capable of placing wake-up calls (5 rings plus announcement time) to, at minimum, one-half of all guest
rooms within a single 10-minute period. Unanswered wake-up calls must be automatically retried a second and a third time at 5-minute
intervals. If a call is still not answered, the wake-up system must notify the hotel operator who will then take what action is dictated by hotel
security procedures.
1704.02 CALL ACCOUNTING SYSTEM
A Call Accounting system approved for interface to the Hilton Worldwide approved PMS must be provided, to accurately record and post calls to the
guest folio. The Call Accounting system should support “Answer Supervision,” to ensure only answered calls are billed to guest folios. Guest and
Administration calls should be separately partitioned, to accurately charge guest folios, and provide appropriate cost information for Administration
calls. The Call Accounting system must accurately report taxes collected by local or regional taxing authorities.
A. FEATURES
A Call Accounting System must be provided with the following features:
1. Interface with PMS for quick and accurate posting of telephone revenue. Call Records must be able to identify each call as either Local,
Intrastate, Interstate, or Foreign (minimum requirement).
2. Balance telephone system revenues with PMS audits.
1700 - TECHNOLOGY
3. Remote dial-up access for rate table and other software changes.
4. Allow call posting from both lines if guestroom or suite has 2 telephone lines.
5. If the hotel uses billing timers in the call accounting system, it must have the timer set at a minimum of 10 seconds for “Directory
Assistance,” 25 seconds for “Local,” and 45 seconds for “Long Distance” before charges for the telephone call may begin. Billing timers are
not required if answer supervision (T1) or answer detection supervision technology is provided in the telephone system or peripheral device.
6. Partition between guest and administration to ensure that guests are accurately billed and that administrative use can be accurately
reported.
7. Dedicated telephone line for remote maintenance and diagnostics.
1704.03 LOCAL NETWORK ACCESS
A. SERVICES
• Dialing information and rates must be visibly displayed at all guest room telephones (except bathroom).
• Complex telephone yield solutions that prevent guests from understanding call rates must not be used.
• Where operationally approved for use, international multi-lingual operator services fees must be clear and transparent to guests at the time of
using the service.
• Fax Transmission Pricing. All fax transmissions placed or received by guests may be charged at the hotel's own discretion, provided the hotel
maintains maximum pricing integrity as compared to the local market.
• Complimentary operator assisted dialing for calls not charged back to the hotel.
1704.05 GUEST ROOMS / SUITES
A. TELEPHONES
Each guestroom must have a telephone by the bed equipped with a message light. In two room suites, telephones must be placed on the
nightstand and in the living area.
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B. FACEPLATES
Guestroom telephones must have a faceplate with dialing instructions. If the phone has special features, e.g., hold, transfer, conference,
speaker, automatic wake-up call service, etc., instructions for operation of these features must also be displayed on the faceplate. Emergency
dialing instructions must be displayed on the telephone faceplate, whether a direct-dial to emergency services or an internal emergency number
. The hotel must comply with all Emergency Services Standards in Section 1702.01.C. A speed-dial button may be used as long as the
telephone faceplate displays the emergency dialing instructions in the event the speed-dial button is inoperable. See the Hilton Garden Inn
Creative and Collateral Resource Center (HGICRC).
1704.06 PUBLIC AREA TELEPHONES
A. GENERAL RULES
There must be a minimum of one telephone that has local, credit card and toll-free number access. If a pay phone is not available, there must be
a house telephone with these dialing features available. An additional house telephone is required in or near the lobby. Professionally created
signage must be in place designating local, credit card and toll-free number dialing instructions. If signage is wall mounted, it must match interior
signage package.
1. DIRECT DIAL PROGRAMMING
When a house phone is provided in an elevator landing, near the lobby, meeting and conference rooms, the phone must be equipped to dial
only to the following areas:
• Hotel operator
• Emergency services, as applicable law may require
Please confirm applicable law governing the hotel.
2. RESTRICTIONS
All house telephones in public areas and lobbies must be restricted from dialing directly to guest rooms. A notice must be posted stating that
guest rooms may not be dialed from that telephone, and provide instructions on how to reach the hotel operator.
1704.07 MEETING / EVENT ROOM TELEPHONES
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Each meeting room must be equipped with a telephone that can dial to the front desk and meet the Emergency Services Requirements. See Section
1702.01.C.
1704.08 RECREATION AREA TELEPHONES
The swimming pool area and fitness center must be equipped with a house telephone that can dial Emergency Services, can dial 0 for the hotel
operator or front desk, but CANNOT dial guest rooms. A sign must be posted by the phone stating:
• EMERGENCY, Dial 911
• Hotel Operator, Dial 0
Guest rooms cannot be called from this telephone.
1705.00 INTERNET ACCESS
A. STAY CONNECTED COMPLIANCE
All hotels must participate in the Hilton Worldwide Guest Internet program – “Stay Connected”. Guest room, public space and meeting space
Internet access must be provided by a regionally approved solution provider.
NOTE: Regionally approved solution providers are currently under review by the Brand. These providers will be announced in the third quarter
of 2016. Once developed and communicated, all hotels must adhere to published standards.
Continued participation in the Stay Connected program is subject to compliance with Hilton Worldwide’s four year equipment refresh cycle.
Non-compliant hotels must transition to the Stay Connected program at the time of expiration of current contract.
NOTE: For detailed Stay Connected program requirements refer to the Guest Facing Technology page within The Lobby.
B. LANDING PAGE
All landing and billing pages must be owned and designed by the Brand. The Brand may establish products and services that may, without
restriction, be promoted on, linked from, or otherwise leverage any aspect of the hotel’s billing, landing, or other pages.
1700 - TECHNOLOGY
The first Internet Landing page, after billing process, will be a site specifically designated by the Brand. The "You're Connected" landing page
(YCP) is built, operated and owned by New Revenue Development. Advertising Hotel resources and amenities on the YCP is permissible via
NRD and Brand approval processes. Quarterly updated rate cards exist to facilitate local advertising. Contact NRD@Hilton.com for details.
C. CIRCUIT REQUIREMENTS
The hotel must have an Internet circuit with sufficient bandwidth to support all guest room, public space, and meeting rooms Guest Internet
traffic, with each guest receiving 6 Mbps download/upload with Premium access and 2 Mbps download/upload with Standard access.
The hotel is not permitted to apply total data consumption caps on a per user or device basis, throttle speeds by application type, or block/limit
access to application types that lead to high bandwidth consumption rates.
When bandwidth utilization of the Stay Connected Circuit reaches 80 percent of the available capacity of the connection during three or more
consecutive days in any calendar month, the hotel circuit will be considered saturated and non-compliant. Upon such an occurrence, the hotel
will be required to upgrade the circuit. Circuit(s) must be upgraded by contract within 45 days of the hotel being notified as having a “saturated
circuit.”
Minimum recommended circuit size ranges, by hotel size, are as follows:
• 1 - 160 Rooms : 20 - 30 Mbps
• 161 - 320 Rooms : 30 - 50 Mbps
• 321 - 800 Rooms : 50 - 100 Mbps
• 801 - 1333 Rooms : 100 - 150 Mbps
• 1334 - 1866 Rooms : 100 - 250 Mbps
• 1867 - 2400 Rooms : 250 Mbps +; Determined by Market
Contact your approved provider for circuit sizing.
NOTE: Hotels with more than 10,000 sq. ft. meeting space are required to move to the next incremental bandwidth level. Additional factors such
as geography, large corporate accounts, etc., may also require an incremental change.
Refer to the Guest Facing Technology page within The Lobby for up-to-date minimum circuit size recommendations for each size hotel.
1705.02 OPERATIONS AND TECHNICAL SPECIFICATIONS
A. TECHNICAL DESIGN REQUIREMENTS
The hotel must comply with all Guest Internet Access Technical Standards as provided by Hilton Worldwide and the regionally approved solution
provider.
Wireless Internet access must be installed in all guest accessible interior areas of the hotel to meet a minimum signal strength of -65 dBm
(RSSI) on both the 2.4 and 5 GHz bands with a signal to noise ratio (SNR) of at least 30 dB. Hotels may offer wired access in addition to
wireless.
Continued participation in the StayConnected program is subject to compliance with Hilton Worldwide’s 4-year equipment refresh cycle.
1700 - TECHNOLOGY
B. PRICING AND BANDWIDTH CAPS
Complimentary and premium wireless Internet access must be available throughout the hotel.
Premium Internet access should be made available to guests at prices that are competitive with prevailing charges in the local market. The
recommend maximum daily charge for Premium Internet access (wireless) is $6.95.
All hotels must set individual bandwidth user caps which enable a minimum of 2 Mbps download/upload or higher for Complimentary Internet
access and a minimum of 6 Mbps download/upload or higher for Premium Internet access and have sufficient bandwidth to deliver to that
standard.
The bandwidth user caps for the Premium offering must always be at least three times higher than the Complimentary offering (example: a 9
Mbps download/upload Premium cap setting would be paired with a 3 Mbps download/upload or less Complimentary cap setting).
C. COLLATERAL
The hotel must include Brand approved informational collateral within each guest room that provides detailed instruction on how to access the
Guest Internet service plus a contact number to call for complimentary help-desk support. If the hotel provides this information on a card it must
also include this information in its Guest Services Directories upon next update/reprint.
1706.00 ENTERTAINMENT
1706.01 TELEVISIONS
All televisions must meet the following requirements:
A. PUBLIC AREA
The Living and Gathering Zones must each have a minimum 40” commercial HDTV. When applicable, the Bar must have a 40” television.
Televisions must comply with the following specifications:
• Widescreen (16:9) HDTV screen
• 1080p vertical resolution
• MPEG4 decoding
1700 - TECHNOLOGY
• Digital tuners and decryption capable of receiving HD Free to Guest TV content (e.g., QAM/DVB-T/DVB-C/DVB-T2/MPEG-4/Pro:Idiom/Digital
Rights Management) in the country in which the hotel is located
• Must be easily viewable from the seating area
• Televisions must be set with closed cation as default
• The remote control must be accessible to guests at all times
• Power outlets, cable outlets and cords must be concealed from view behind the television.
In public spaces, hotels must subscribe to a full channel lineup, including a broad selection of news (domestic and international), sports and
entertainment channels, with a particular focus on news and sports channels.
Local channels must be provided in HD, and all other channels in the lineup that are available in HD must be provided in HD.
All public space televisions must comply with applicable copyright laws.
Premium movie channels are not permitted in public spaces.
B. GUEST ROOMS/SUITES
Each hotel guest room must have a television that complies with the following specifications:
• Individual remote control, not secured to any furnishings.
• C.E. /U.L. (CCC in China) listed for commercial/hospitality use.
• 1080p vertical resolution
• Support MPEG4 decoding
• Televisions or accompanying set-top box must have digital tuners capable of receiving HD Free to Guest TV content (e.g., QAM/DVB-T/DVB-
C/DVB-T2/MPEG-4/Pro:Idiom/Digital Rights Management) in the country in which the hotel is located.
• Televisions must not exceed seven years of age.
• All channels must be preset and appropriately identified electronically on the screen. Any channel not received must be locked (not
accessible) to guest access.
Existing and new/replacement televisions must comply with the following minimum size and technology requirements:
• EXISTING: 32-43" commercial HDTV
• NEW/REPLACEMENT: 40-49" commercial HDTV
Refer to the HDTV website (www.HiltonWorldwideHDTV.com) for available models and pricing from preferred providers.
C. FITNESS
A 32" commercial HDTV with remote control is required for fitness rooms less than 350 sq. ft. (35 m2) and whenever personal viewing screens
(PVS) are installed. Fitness rooms with greater than 350 sq. ft. (35 m2) must install two televisions. At the time of replacement the hotel must
install a 40" commercial HDTV.
Televisions must comply with the following:
• The television must be easily viewable from all equipment locations.
1700 - TECHNOLOGY
• Power and cable outlets and cords must be concealed from view behind the television.
• Televisions must be set with closed caption as the default.
• Television must be wall or ceiling mounted. In cases where the fitness room shares a wall with a guest room, the ceiling mounted option must
be used.
• All new or replacement PVS equipment must support an encrypted free-to-guest signal (such as Pro:Idiom or Verimatrix) from head-end or
set-top box input to display a full lineup of at least 25 channels with a mix of news, sports, and entertainment programming. Premium movie
channels are not permitted in public viewing areas.
• Program PVS so no blank channels or channels with static are visible.
• Include a channel list with the name and corresponding number of each channel (either programmed into the PVS or attached on a laminated
card to the machine).
1706.02 TELEVISION CHANNELS AND HD CONTENT
Channels must include:

• All popular local standard broadcast channels
• News channels (minimum of two), e.g., CNN, CNBC, BBC News, and/or Bloomberg TV
• Sports channel available in all guest rooms OR the hotel bar
• A minimum of five international channels where commercially available. Nationality/language depending on the hotel’s largest nationality
contribution to occupancy.
• A minimum of one channel must be in English.
• High-definition free-to-guest (HD FTG) channels must be introduced based on market availability.
• An interactive electronic program guide (IPG/EPG) is required when new HDTVs are purchased OR a new FTG contract is signed, whichever
comes first. The guide may be native to the television or provided by an external service provider. The guide must list all channels and programs
available in the hotel and allow guests to navigate to channels directly.
Consult the Hilton Worldwide HDTV website (www.HiltonWorldwideHDTV.com) for recommended channels.
A. CHANNEL GROUPS
Television channels must be grouped by genre if capable: first optional hotel channels, then local networks, premium movie channels, news,
sports, and entertainment. Within each genre, list HD channels first, followed by SD channels.
B. DUPLICATION
Channels offered in HD do not need to be duplicated in analog unless required by the content provider.
1700 - TECHNOLOGY
C. LANGUAGE
Where appropriate, hotels should supplement this lineup with appropriate language channels.
1706.03 ON DEMAND MOVIES
On-demand content is optional. Refer to the Hilton Worldwide HDTV website (www.HiltonWorldwideHDTV.com) for additional information and
approved vendors. If the hotel provides on-demand content, the following standards apply:
A. ADULT CONTENT
Effective September 1, 2015, adult video-on-demand television content is not permitted in new or renewed vendor agreements.
Effective July 1, 2016, adult content must be removed from existing agreements and discontinued at all properties worldwide. If the hotel has
an existing agreement that extends through July 1, 2016, then the hotel must maintain a copy of the provider agreement with expiration date on
property to be validated by the Quality Assurance partner. Agreement information will be noted on the improvement planner until the agreement
expiration date. Content must be removed at the time of agreement expiration. No adult content movies may be shown, televised or made
available on televisions.
In addition, no other type of printed material, activity or entertainment which is not in conformity with the high standards associated with the
Brand name may be publicly displayed on the premises.
B. BLOCKED SERVICES
System infrastructure must include functionality that allows guests to block some or all on-demand content.
1706.04 PUBLIC SPACE MUSIC / ON-HOLD MESSAGING
A. MUSIC SYSTEM
Hotels must provide audio systems, background and on-hold messaging as provided through the Brand-approved vendor. Refer to Section
2514.09.E for installation requirements.
1700 - TECHNOLOGY
1707.00 MOBILE TELEPHONE AND WIRELESS DEVICES
1707.01 HILTON WORLDWIDE SECURITY
The use of all Cellular Telephone and Wireless PDA Devices must conform to Hilton Worldwide's security standards established for Personal
Wireless Devices as stated in the information security standards published on The Lobby.
"Personal Wireless Devices" means personal wireless electronic devices, including devices that are authorized and configured to receive Hilton
Worldwide e-mail and/or process Protected or Confidential information, including Credit Cardholder Data, and which may also connect to Hilton
Worldwide's network or systems either directly or indirectly. Some types of Personal Wireless Devices may have advanced features, such as e-mail
or the ability to run applications. Connecting unauthorized devices to Hilton Worldwide managed networks or systems is prohibited, regardless of
method (e.g., wireless or via USB for charging).
Examples of Personal Wireless Devices include but are not limited to: personal digital assistants, netbooks, laptops and other personal computers,
BlackBerries, iPhones and other smartphones and cellular, Internet or other telephones.
1708.00 DIGITAL KEY
1708.01 PROGRAM COMPLIANCE
The hotel must comply with all aspects of the Digital Key program as stated in the Digital Key Information and Change Management Guide available
at www.digitalkey.hilton.com.
NOTE: Please refer to Section 701.03 for associated Digital Check-In Standards
1708.02 APPROVED LOCKS
If the hotel is a new build or completing renovations it must implement an approved Digital Key enabled lock solution in accordance with the Brand’s
Design, Construction and Renovation Standard 2514.01.P.
Existing hotels must comply with the following standards as they apply to installation/replacement and preventative lock maintenance:
A. INSTALLATION
New build or hotel conversions that begin construction or purchasing of Furnishings, Fixtures and Equipment must install Digital Key enabled
locks (if available). Please refer to the Brand’s Design, Construction and Renovation Standard 2514.01.P.
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B. REPLACEMENT
The hotel must install approved Digital Key Enabled locks at the time of PIP, renovation or replacement.
Replacement locks must be Digital Key enabled and comply with the Brand’s Design, Construction and Renovation Standard 2514.01.P
C. PREVENTATIVE MAINTENANCE
The hotel must comply with the lock manufacturer guidelines as they apply to ongoing preventative maintenance (e.g., battery replacement,
software upgrades, etc.). Battery replacement must be completed on a 12-18 months rotation, or as needed. Software/Firmware updates must
be completed no later than the time frame listed in the chart below, once notified by Hilton IT or by the vendor.
In addition, the hotel must maintain the Digital Key Tool Kit (DKTK) otherwise known as the Broker Management Kit (BMK) supplied during
installation. The hotel must ensure that the BMK unit is stored in a secured location. Applicable team members must be trained on how to
access Digital Key systems.
1708.03 DIGITAL FLOORPLAN
The hotel must complete digitized floor plans of all guestroom and public spaces floors in accordance with Hilton Worldwide’s Floor Plan Specification
Requirements.
The hotel must submit floor plan data to a Hilton Worldwide approved vendor within four weeks of hotel opening. For a listing of approved vendors
refer to the Digital Floor Plan Resource on The Lobby.
The hotel is responsible for ensuring the accuracy of submitted floor plan data. If the hotel alters the space displayed on their current digital floor plan
it must submit new floor plan data within four weeks of completed alteration.
1708.04 TEXT (SMS) MESSAGING APPLICATIONS
NOTE: Text (SMS) messaging applications are currently under review by the Brand. Once developed and communicated, all hotels must adhere to
published standards.
If the hotel is currently providing services through a text messaging application (e.g., Kipsu) it must comply with the following:
1700 - TECHNOLOGY
A. GUEST OPT-IN
Guests must opt-in and agree to participate. Direct messaging without consent is strictly prohibited.
B. SALES AND MARKETING
Direct marketing and selling via text message is strictly prohibited.
2500 - DESIGN, CONSTRUCTION AND RENOVATION
DESIGN, CONSTRUCTION AND RENOVATION

2500-
2501.00 Exterior ......................................................................................................................................................................... 2500-4
2502.00 Lobby Area ................................................................................................................................................................. 2500-18
2503.00 Public Restrooms ....................................................................................................................................................... 2500-28
2504.00 Food And Beverage.................................................................................................................................................... 2500-35
2505.00 Not Applicable to this Brand ....................................................................................................................................... 2500-55
2506.00 Commercial Facilities ................................................................................................................................................. 2500-55
2507.00 Meeting Facilities........................................................................................................................................................ 2500-61
2508.00 Recreational Facilities ................................................................................................................................................ 2500-79
2509.00 Circulation................................................................................................................................................................... 2500-95
2510.00 Guestroom/Suites..................................................................................................................................................... 2500-104
2511.00 Not Applicable to this Brand ..................................................................................................................................... 2500-123
2512.00 Guest Bathroom ....................................................................................................................................................... 2500-123
2513.00 Back-of-House.......................................................................................................................................................... 2500-136
2514.00 Technical Criteria ...................................................................................................................................................... 2500-165
2515.00 Furnishings, Fixtures and Equipment ....................................................................................................................... 2500-235
2516.00 Fire Protection and Life Safety Requirements.......................................................................................................... 2500-260
2517.00 Accessibility Guidelines ............................................................................................................................................ 2500-286
2518.00 Technology Wiring Standards................................................................................................................................... 2500-286
2519.00 Signage and Graphics .............................................................................................................................................. 2500-300
DESIGN, CONSTRUCTION AND RENOVATION

Overview
The following Design, Construction and Renovation Standards, in conjunction with the prototype drawings, represent the requirements established for design of a
Hilton Garden Inn property. If discrepancies are found between the standards and prototype drawings, the Architecture and Construction (A & C) Department of
Hilton will clarify. See www.hiltonworldwide.com/design for prototype drawings and applicable standards. All owners are responsible for referencing the most
current standards and up-to-date prototype design. It is the owner’s responsibility to ensure that this information is incorporated into the construction documents
per the License/Management Agreement. Reduction of scope below these standards will not be permitted.
Hilton, when giving approval for projects, may alter requirements contained herein in accordance with the project's local market, custom or practice.
The Design, Construction and Renovation Standards apply to the following situations:
1. New construction projects
2. Remodeling, refurbishing, renovation, and additions to existing properties
3. Change of ownership, renewal of a license agreement, conversion, or adaptive reuse.
Codes
The owner is responsible for compliance with all applicable laws, codes and/or other governing building, zoning and design regulations. In the event applicable
local codes and regulations exceed the requirements contained herein, the local codes and regulations must be construed as minimum requirements. All
discrepancies found between these standards and applicable local codes must be brought to the attention of Hilton for resolution. Where designs deviate from
applicable codes and regulations, approval or acceptance by the authority having jurisdiction must be documented and kept on file. Hilton is not responsible for
review of documents for compliance with local codes. It is the responsibility of the owner to meet or exceed these local regulations. The more stringent requirement
between these brand standards and the applicable code(s) must be followed as a minimum standard.
Interior Design Review and Approval Process
New or existing hotels within the Hilton portfolio that are undergoing construction, renovation, refurbishment or remodeling must receive prior approval for their
design. Submittals must be compiled by a licensed architectural firm and/or licensed interior design firm. Completed submittals must be sent to the Hilton GDS
(Global Design Services) Director assigned to the particular hotel development. The Design Director will assist with all requirements of the process. Contact GDS
for assistance, including a recommendation of design firms.
Project Review and Approval Process
Processes regarding the design, construction, pre-opening and opening phases of a new or conversion hotel within the Hilton portfolio must be followed. These
processes establish the framework around which reviews and approvals are conducted. The AD&C [Architecture Design & Construction] Project Review and
Approval Process document outlines these processes including required submittals. The document may be obtained from www.hiltonworldwide.com/design.
2501.00 Exterior
Refer to Section 2514.00, Technical Criteria, for requirements applicable to this section.
2501.01 Utilities
A. Underground Utilities
All utilities in the development must be provided underground. If local service is above ground, provisions must be made at the property line for
underground service.
B. Drains
Provide complete surface and subsurface drainage systems to collect and dispose of all surplus ground water. All site drainage must flow away
from buildings.
C. Drainage
Roof and porte cochere drainage must be connected to the storm drainage system by concealed piping. Exposed rain drains are not acceptable
adjacent to guest entrances and must be concealed.
D. Surface Drainage
Surface drainage across the sidewalks and landscaped areas adjacent to the building is not acceptable.
F. Hose Bibbs
Provide hose bibbs or hydrants for porte cochere, parking area, sidewalk, patio and pool deck washdown.
2501.02 Landscaping
A. Registered Landscape Architect
A registered Landscape Architect must develop landscaping plans and maintenance program for all landscaping materials. Hilton reserves the
right of final approval on all landscape plans.
C. Landscaping Requirement Areas
Landscaping is required on all areas of the site not covered by pavement or a building. Landscaping includes natural elements such as lawns,
plants, trees and water features.
D. Landscaping Percentage Requirements
A minimum of 10 percent of the total site area must be landscaped. Exceptions for urban locations are subject to review and approval by Hilton.
E. Primary Landscaped Areas
Primary landscaped areas must be generous in scale and concentration, and must be placed adjacent to the entrance drive, the primary hotel
entrance, along primary drives and around the outdoor swimming pool area.
F. Secondary Landscaping
Secondary landscaping must be provided at the entire building perimeter, throughout the parking areas and at the site perimeter.
G. Initial Planting Specimens
Initial planting specimens must be of a size to give the impression of maturity at time of opening.
H. Drought Resistant Plants
Native and succulent/drought resistant plants are recommended rather than those requiring significant watering. 100 percent recyclable,
synthetic turf fiber infilled with sand/silica and installed with a backing system and aggregate base layer, to ensure proper drainage, may be
considered with prior written approval by Hilton for location, application and product selection.
I. Not Applicable to this Brand
J. Landscaping Screens
Special landscaping or fencing/screening is required to enhance the views from the guestrooms and screen undesirable views, such as service
areas and any ground mounted equipment. Chain-link or barbed wire-type fencing is not permitted. Clearances required by the equipment and/or
local jurisdiction must be maintained.
K. Retaining Walls
Retaining/landscaping walls located in public areas must be of a stone or masonry veneer or any other materials approved by Hilton.
L. Handrails or Guardrails
Provide guardrails at the top of all accessible retaining walls with a 42"/1.0 m or more drop. Railings must be a minimum of 42”/1.1 m in height
and must have intermediate rails or ornamental pattern such that a 4”/102 mm diameter sphere is not able to pass through and that children
cannot climb (i.e. horizontal rails).
M. Not Applicable to this Brand
N. Satellite Dishes
Satellite dishes must be screened from view.
O. Utility Equipment
Locate all utility equipment away from guest entrances and screen from guest view.
P. Underground Irrigation System
An automatic underground irrigation system must be provided to support the maintenance of the exterior landscaping. The use of grey or
recycled water may be considered for irrigation purposes only.
Q. Not Applicable to this Brand
R. Not Applicable to this Brand
S. Not Applicable to this Brand
T. Irrigation System Monitoring
Irrigation system must be monitored and controlled by the Building Automation System. Water meter and moisture sensors must be provided for
consumption metering of the complete landscape area.
U. Not Applicable to this Brand
V. Not Applicable to this Brand
W. Not Applicable to this Brand
X. Planters
The restaurant terrace must be screened from traffic areas with indigenous plantings and landscape screen walls. The meeting terrace must be
enclosed with low level indigenous hedges.
2501.03 Sidewalks/Patios
A. Sidewalk Material
Access panels and manholes are not permitted in walkways. Covered walkways between buildings may be required by Hilton.
E. Terrace/Patio
A Meeting Terrace is required outside the meeting facilities and a Dining Terrace is required outside the restaurant. Refer to the prototype
drawings for size and design intent.
F. Patio Floor Finish
Patios must be of a non-slip design and texture with appropriate construction joints, and of a material and pattern approved by Hilton.
G. Fire Pit
A fire pit, when provided, must be permanent and fueled by natural gas. Bowl must be metal, concrete or stone and must have minimum
18"/450 mm high ledge. UL approved automated operation is required. An emergency shut-off button must be highly visible in the area.
H. Not Applicable to this Brand
J. Not Applicable to this Brand
K. Not Applicable to this Brand
L. Smoking Area
Provide a convenient smoking area when market conditions dictate.
M. Exterior Railings
Exterior railings at steps, ramps, landings, retaining walls and exterior swimming pools must be aluminum with an electrostatic finish. Refer to
Section 2516.05.D for additional requirements.
2501.04 Building Exterior
A. Exterior Finish Materials
Exterior building finish materials must be approved by Hilton.
C. The Band
The Garden Gate is an exterior signature brand element that is required for all Hilton Garden Inn hotels. It must be positioned on the building
near the main entry and drop-off porte cochere. Refer to the prototype drawings and the Developer's Guide for more details.
E. Louvers
1. Louvers must be storm proof with drainable blades and either anodized extruded aluminum or painted aluminum in a color that coordinates
with the exterior color scheme.
2. Exterior louvers, when aligned with guestroom windows, must be the same size and finish as the window frames.
3. Louvers must be combined into one larger louver when possible except at the laundry when exhaust may impact make-up air.
G. Balconies
1. Balconies (when approved by the Brand) must be a minimum of 5’-0”/1.5 m deep.
2. Balconies/patios must be designed to provide privacy and security for guestrooms. Views must be blocked to adjacent balconies/patios.
3. Balcony floors must slope outwards or toward internal drains.
4. Balcony railings must be a minimum of 42”/1.1 m in height and at least partly open, or transparent for views. Any opening in railings must
not exceed 4”/100 mm and include a bottom rail a 2”/50 mm maximum above the floor. Railings must not be horizontal or climbable by
children.
I. Roof Vents
Roof vents, exhaust caps and other penetrations must be painted a color compatible with the roofing color on gabled roofs and be hidden from
view on flat roofs.
J. Roof View Screening
All rooftop and ground mounted equipment must be screened from view.
L. Not Applicable to this Brand
M. Antennae
Hotel antennae and satellites are not allowed to extend higher than any parapet wall. Other antennae and satellite dishes that are not used for
the operation of the property must be camouflaged to blend with the building design.
2501.05 Porte Cochere
A. Porte Cochere Requirements
A porte cochere is required. Refer to the prototype drawings.
B. Porte Cochere Width
The porte cochere must be designed to provide cover for minimum one car width and two car lengths.
C. Clearance Height
Porte cochere height clearance must not be less than 13'-0"/4.0 m.
E. Porte Cochere Flooring
The area under the porte cochere must be a decorative non-slip surface paving such as brick, stone, tile pavers or color stamped concrete.
Hand troweled, scored concrete, floated concrete or asphalt is not allowed. Decorative paving in driving areas must be sealed and cleanable.
Painted finishes are not permitted.
F. Porte Cochere Columns
Porte cochere support columns and other features at the building entry that could be damaged by car doors, luggage carts, etc. must be finished
with a high-quality durable finish to coordinate with main exterior building finishes.
G. Entrance Drive Paving
Entrance drive paving must be flush with the sidewalk at hotel entrance to facilitate the movement of luggage carts and for easy access into the
hotel.
I. Soffit Venting
Provide soffit venting to avoid moisture/condensation problems.
J. Porte Cochere Lighting
Provide decorative or recessed lighting at the porte cochere and any secondary entrances.
L. Light Levels
Refer to Section 2514.08 for minimum light level requirements.
2501.06 Parking
E. Light Levels
F. Surface Parking
1. The parking area must accommodate a minimum of one space for every two guestrooms.
2. In projects that exceed prototype meeting space requirements, one additional parking space for each 55 ft²/16.76 m² of additional meeting
space or the minimum amount of parking as required by local zoning, whichever is greater, is required.
3. Provide wheelstops where car overhang has the potential of damaging light poles, landscaping or other objects.
4. Parking and drive areas must be concrete or sealed asphalt.
5. Heavy-duty, 6"/150 mm thick concrete must be used at trash collection and loading areas.
6. Provide 6"/152 mm concrete curb and gutter or sloped granite at all edges of the parking lot and drives. Asphalt curbing is not allowed.
Turned-down slab edges are permitted at sidewalks.
9. Parking lot striping must be white, except where other colors are required by local codes for fire lanes, accessible parking, no parking zones,
etc.
G. Drives
3. The drive lane minimum width must be 24'-0”/7.3 m between parking stalls.
5. Dead end drive lanes are not allowed.
H. Parking Stalls
1. Parking stalls must be a minimum of 18’-0”/5 m long.
2. Parking stalls must be a minimum of 9’-0”/2.75 m wide centerline to centerline. A maximum of 25 percent of the parking stalls may be
compact stalls.
I. Parking Garage/ Covered Parking
All of the requirements for surface parking, as well as the following, apply to garages and covered parking.
2. Garage must be located within a short distance from the main hotel entrance.
3. Finish Options - Parking Garage/ Covered Parking
a. Floor: Steel trowel finished concrete, hardened and epoxy sealed. Floors exposed to external elements must be waterproofed.
b. Wall: Painted concrete or concrete block; protective barriers must be installed at areas vulnerable to damage.
c. Ceiling: Painted concrete. Suspended acoustical tile ceilings are permitted only where sublevel of the hotel and necessitated by
screening of insulation, piping, etc.
1. Parking garages must have a minimum clear ceiling height of 8’-0”/2.4 m.
4. Light fixtures must be suitable for outdoor installation. Wrap-around type fluorescent fixtures are not permitted. Exposed lamp fixtures are not
permitted. Fixtures must be located outside of drive lanes.
5. Parking garages must be designed to provide positive drainage to prevent standing water.
7. Parking garages or ramps designed with exterior decorative screens rather than permanent walls must be equipped with suitable protective
guardrails for guest safety and protection.
J. Parking Control
1. Parking control is optional but must be installed in certain markets as designated by Hilton. When provided, it must adhere to these
standards.
2. Guests parking in the garage receive tickets from the entrance barrier on the way into the garage. Upon leaving, guests present their tickets
at a Payment Station where payment is received and the ticket is processed to enable guests to leave the car park or garage.
3. Entrance/exit barriers must provide control of access in and access out.
4. Each entry lane must consist of entry station with graphical LED/LCD display, barcode ticket printer, proximity pass-card reader, integrated
heating unit, voice intercom point with battery backup facility, barrier gate with folding rising arm, barrier arm knock off sensor, internal
manual raise/lower switch and dual channel loop detector.
5. Each exit lane must consist of exit station with graphical LED/LCD display, barcode ticket reader, proximity pass-card reader, collection tray
for retained tickets, integrated heating unit, voice intercom point and battery backup facility, barrier gate with folding rising arm, barrier arm
knock off sensor, internal manual raise/lower switch and dual channel loop detector.
6. Payment Stations
a. Payment stations must be provided at the front desk, an automatic pay station or at a manned parking control booth.
b. Automatic pay stations must be clearly visible with signage explaining tariffs and use.
c. Automatic pay stations must consist of LED/LCD display, coin acceptance, banknote acceptance, credit card acceptance, sufficient
recycling coin tubes, lost ticket facility, barcode ticket reader, battery backup memory, receipt printer, intercom call point, two coin safes
per machine and two note safes per machine.
7. Parking Control Booths
a. Manned parking control booths are optional.
b. Booths must have heating, ventilation and refrigerant air conditioning.
c. Booths must have power and data connections for property management system and a telephone outlet.
8. The ticket machine, barriers and automatic pay station must have an intercom to the front desk.
9. A central server for the car park system must be located within the Computer/Telecom Room.
10. Parking Control Systems & Guest Room Key Cards
Parking control systems must be able to use guest room key cards for entry and exit. When implementing integrated parking systems,
hotels must implement an approved Hilton parking solution partner.
2501.07 Flagpoles
A. Flag Poles
A minimum of one flagpole is required. If multiple poles are used, they must be spaced so that each flag cannot wrap itself around another pole.
Flag pole finish must coordinate with exterior materials and color schemes.
B. Flag Pole Lighting
Flags must be illuminated. Lighting must be ground-mounted up lighting aimed on the flags. Pole mounted fixtures 8’-0”/2.4 m above grade are
allowed in climates susceptible to snow.
2501.08 Exterior Lighting/Electrical
C. Guest Entrance Lighting
All guest entrances must be well lit and readily identifiable.
D. Exterior Light Coordination
All exterior light fixtures must be suitable for outdoor installation and must have coordinated color temperature and characteristics.
F. Parking Lot Fixtures
Parking lot light fixtures must not be used for building uplighting.
G. Not Applicable to this Brand
H. Site Lighting Control
Exterior lighting must be controlled by a photocell with a manual override switch, by time clock or by building automation system - located in the
back of house area. The control system must switch all lights on and off simultaneously.
I. Light Levels
J. Parking Lighting
1. The parking area must be illuminated.
2. Parking lot and driveway lighting must be pole-mounted, high energy efficient and long life.
3. Maximum pole height is 30'-0"/9.0 m. Cut off shields or similar devices must be used to prevent glare and annoyance.
L. Exterior Power Outlets
Provide exterior power outlets (socket outlets) around the building perimeter.
2502.00 Lobby Area
Refer to Sections 2514.00, Technical Criteria, and 2515.00, Furnishings, Fixtures, and Equipment, for requirements applicable to this section.
2502.01 Vestibule
A. Vestibule Depth/Door Requirements
A vestibule is required at the entrance to the lobby. Doors must be automatic sliding with a breakaway feature and provide a minimum 6'-0"/1.8
m opening.
B. Revolving Doors
Automatic revolving doors are allowed. They must be a minimum 10’-0”/3 m diameter.
D. Automatic Revolving Doors
When automatic revolving doors are provided, a single door of minimum 36"/900 mm width must be provided directly adjacent to the revolving
door.
E. Manual Locks
Any manual locks on the doors must be disengaged.
F. Nighttime Security Requirements
The entrance must be locked during off hours by use of magnetic locks, an intercom with buzzer and card key access. Provide remote release at
front desk. A security camera must be provided at the entrance if the primary entrance is not within line of sight of the front desk.
I. Finish Options - Vestibule
1. Floor: Porcelain tile, natural stone, wood - tongue and groove
a. Base (minimums): 3"/75 mm porcelain tile, natural stone, wood
2. Wall: Vinyl wallcovering, paint
3. Ceiling: Paint on gypsum
L. Power Outlets
Provide power outlets (socket outlets) for metal detector at vestibule and a pit to drop explosive bags into if local code requires or when
designated by Hilton.
M. X-ray Power Outlets
Provide power outlets (socket outlets) for small bag x-ray outside of main entry if local code requires or when designated by Hilton. The x-ray
machine must be integrated with the design as part of the vestibule and must not block the guest’s way.
N. Not Applicable to this Brand
O. Light Levels
2502.02 Lobby
F. Section 2504.00 Referral
The lobby contains all elements for the lobby as shown on the prototype drawings. Information on the restaurant dining, bar and Garden Lounge
can be found in Section 2504.00.
G. Luggage Cart Area
An accessible area designated for luggage carts must be provided.
J. Finish Options - Lobby
1. Floor: Carpet (broadloom and carpet tile), porcelain tile, natural stone, wood - tongue and groove, engineered wood
a. Base (mimimums): 3"/75 mm porcelain tile, wood, natural stone
2. Wall: Vinyl wallcovering, paint, wood, porcelain tile, natural stone. The Welcome Wall is required as an accent wall finished in a material
pre-approved by the Brand.
L. Fireplace
1. Fireplaces must be gas-fired.
2. Units must be metal, prefabricated and approved by UL or the local gas standard.
3. Metal flues must extend above the roof or be direct vent to the exterior. Ventless fireplaces are not allowed.
4. Gas fireplaces must have switched or remote starters. Gas supply must automatically shut off when flame or pilot light is extinguished.
5. A remote control located at front desk must be provided and connected to the fireplace starter.
6. Fireplace must have a ceramic glass panel or tempered glass doors to keep flame inaccessible to guests.
M. Electrical
1. Lighting must be switched from panels located within an employee area not accessible by guests.
7. Refer to Section 2514.08 for minimum light level requirements.
8. Power outlets (socket outlets) must be provided for guest use.
N. House Telephone Outlets
Provide a minimum of one outlet for a house telephone in the lobby area or Business Center, if Business Center is open to the lobby area.
O. Not Applicable to this Brand
P. Furnishings, Fixtures and Equipment
Refer to the prototype for layout.
2. The minimum number of seats within the lobby must equal what is shown on the prototype drawings. Market specific variations may require
more seating.
5. Seating
b. Sofas must be fully upholstered.
c. Lounge chairs must have upholstered seats and backs.
d. Not Applicable to this Brand
e. Not Applicable to this Brand
f. Ottomans must have upholstered seats.
6. Tables
b. Tables used in lobby area must be high quality, commercial grade. The top surface material must be compliant with Section 2515.04.
c. Commercial-grade bases must be provided for sturdy support of all tables.
10. All hotels must install brand approved artwork. Refer to www.hiltonworldwide.com/design.
2502.04 Front Desk
A. Workstation Quantities
Provide the following minimum number of registration workstations:

Two stations: < 150 keys
Three stations: 151 - 250 keys
Four stations: 251 - 350 keys
Five stations: 351 - 400 keys
I. Finish Options - Front Desk
1. Floor: Carpet (broadloom and carpet tile), porcelain tile, natural stone, wood - tongue and groove, engineered wood
a. Base (minimums): 3"/75 mm porcelain tile, natural stone, wood
b. At freestanding desks, the lobby flooring must continue behind the front desk. Anti-static/anti-fatigue mats are allowed behind the
freestanding desks but their design must be approved by Hilton.
2. Wall: Vinyl wallcovering, paint, wood or special finish
J. Front Desk Millwork
1. The front desk must be freestanding, open on both sides. Refer to the prototype drawings for millwork details.
2. Computer monitors must not be within guest view above the countertop.
4. The front desk finishes must be as follows:
a. The top surface material (guest side) must be compliant with Section 2515.04. Neither stone tiles nor cultured marble are permitted.
b. The face of the desk must be finished per the prototype drawings or with a material approved by Hilton.
c. The employee side of the front desk must be high pressure plastic laminate as a minimum.
L. Front Desk Back Wall
1. The back wall must be detailed as shown in the prototype drawings or with a design approved by Hilton. No other item — signage, power
outlets (socket outlets), etc.— is allowed on the back wall.
M. Electrical
3. Each workstation must have the following as a minimum:
a. Above the counter: a duplex power outlet (socket outlet), single telephone outlet and two data ports. Dedicated phone lines are
required.
b. Below the counter: two quad power outlets (socket outlets) and four data ports. All outlets must be dedicated and grounded.
4. The power outlets (socket outlets) below the desk must not be on the same dedicated grounded circuit as the outlets above the desk. Each
dedicated circuit may provide power up to three workstations.
N. Furniture, Fixtures and Equipment
Furnishings, Fixtures and Equipment
4. Safe deposit boxes are required only in absence of guestroom safes or when required by the local jurisdiction. When safe deposit boxes are
provided, a minimum of one box for every 20 guestrooms is required. Sizes must be able to accommodate a 17"/43.2 cm laptop computer.
2502.06 Concierge
A. Concierge Facilities
Concierge facilities are not allowed.
2502.09 Luggage Room
A. Luggage Room Requirement
A luggage storage area must be provided in close proximity to the front desk. Refer to prototype for minimum size.
D. Luggage Room Access
Access to the luggage storage area is required from the lobby or within the front office area.
F. Door Hardware
Doors must have a door closer with a hold open feature.
G. Finish Options - Luggage Room
1. Floor: Vinyl composite tile (when not visible from public areas), porcelain tile, natural stone
a. Base (minimums): 4"/100 mm vinyl; 3"/75 mm porcelain tile, natural stone
2. Wall: Paint
3. Ceiling: Paint on gypsum, acoustic ceiling tile
H. Racks & Shelving
The luggage storage area must be designed to accommodate a combination of hanging racks and storage shelving units covered in industrial
carpet (2’-0”/600 mm deep x 6’-0”/1.8 m high). Provide approximately 25 percent hanging racks and 75 percent shelving units. Each shelf must
have a minimum weight allowance of 350 lbs/159 kgs.
K. Light Levels
2503.00 Public Restrooms
Refer to Sections 2514.00, Technical Criteria, and 2515.00, Furnishings Fixtures and Equipment, for requirements applicable to this section.
A. Restroom Quantities
There must be one restroom each for men and women in the lobby area. The restrooms must not open directly onto the lobby. The number of lavatories,
stalls and urinals required are as indicated on the prototype drawings or as dictated by code, whichever is more stringent.
C. Entrance Doors
All restroom entrance doors must have door closers. A privacy set is required, except in multi-stall restrooms where the entry door is not allowed to be
lockable. Push/pull plates are required at multi-stall restrooms. Direct line of sight into multi-occupant restroom toward the urinal or water closet is
prohibited.
E. Unisex Restroom
Provide a unisex restroom.
F. Finish Options - Public Restrooms
1. Floor: Porcelain tile, natural stone
a. Base (minimums): 3"/75 mm porcelain tile, natural stone
2. Wall: Vinyl wallcovering, porcelain tile, natural stone, paint
a. Floor to ceiling tile is required on wet walls (at water closets) as a minimum.
G. Restroom Partition Stalls
1. Water Closet Partitions
Water closet partitions and urinal screens are required for multi-stall restrooms.
4. Partition Installation & Finish
Water closet partitions may be floor or ceiling mounted.
5. Urinal Screen Installation
Urinal screens must be wall mounted with tamper proof fasteners.
6. Partition & Door Material
Partitions and screens must be plastic laminate, solid polymer (high density polyethylene) or better. Metal partitions are not allowed.
7. Partition Door Location
Partition doors must be hung from the same side.
8. Partition Door Width
Water closet partition doors must be 2'-6"/760 mm wide minimum.
H. Accessories
1. Water Closet Stall Required Items
The following items are required within each water closet stall or within the room of single stall toilets:
b. Coat hook mounted at 60”/1.5 m above the finished floor.
c. Not Applicable to this Brand
d. A combination sanitary seat cover/toilet tissue dispenser (and napkin disposal in women’s) in each toilet stall. Toilet tissue dispensers must be a
non-restrictive type. A reserve dispenser must be included in each unit.
2. Shared Space Required Items
The following items are required within the shared space:
a. A minimum of one motion-activated, paper towel dispenser that is recessed or semi-recessed. Electric hand dryers are allowed when used in
conjunction with paper towel dispensers.
c. Trash receptacle as a freestanding decorative unit or under-counter with a cut-out in the vanity countertop.
f. Baby changing station (alternate location allowed in an accessible stall or separate accessible restroom).
3. Washbasin Required Items
The following items are required at the washbasin:
a. Decorative facial tissue dispenser
b. Under-mount liquid soap dispenser
I. Matching Finishes
All finishes (accessories, fixtures, hardware) must match.
J. Component Finishes
All finish components must be polished or brushed chrome, brushed nickel or stainless steel.
K. Exhaust Ventilation
1. Interlock Toilet Exhaust
For multi-stall restrooms, interlock toilet exhaust fan with an air handling system that provides makeup air for the exhaust air volume. Operate fans
continuously.
2. Negative Toilet Exhaust
Maintain the toilet room negative with respect to adjacent areas by exhausting ten percent more air flow than is supplied directly to the room.
L. Plumbing
1. Floor Drain
Install chrome plated brass floor drain and slope floor for proper drainage.
2. Shock Absorbers
Provide shock absorbers on all flush valve systems with isolation valve and access door for maintenance.
3. Exposed Plumbing
Exposed plumbing must be chrome-plated.
4. Water Closet Material
Water closets must be vitreous china, wall mounted, low flow, with elongated bowls and flush valve.
6. Water Closet Seats
Water closet seats must match fixture color, be solid plastic, closed front, and self-sustaining.
7. Urinal Material
Urinals must be vitreous china.
8. Fixture Color
All fixtures must be white.
9. Faucets
Provide commercial grade faucets with single lever or dual lever handles. Dual lever must be 8”/203 mm on centers and have a quarter turn feature. All
faucets must be plated brass, with replaceable cartridges, and manufactured by nationally known manufacturers. All fixtures must be low-flow type.
Acrylic controls are not allowed.
M. Vanity
1. Vanity Height
The top of the wash basin must be 34"/860 mm high.
2. Wash Basin Material
Wash basins must be vitreous china under-mount bowls with an overflow design as a minimum. Single stall restrooms may have a wall-hung china
commercial sink meeting ANSI.
3. Top/Splash Material
Vanity top and splashes must be of a material compliant with Section 2515.04. Splashes must be 4"/100 mm.
N. Electrical
1. Lights
Lights must be key switched or have occupancy sensors with a 30 minute delay before switching off. If sensors are used, a single entry light must
remain on at all times in multi-stall restrooms.
4. Light Levels
5. Power Outlets
Two GFCI/ELCB/RCCB (or equal) power outlets (socket outlets) must be located on a sidewall of the water basin.
O. FF&E
1. Mirror
A decorative framed mirror is required above all vanities.
2. Line of Sight
Direct line of sight via mirror reflection into restrooms is prohibited.
3. Full Length Mirror
Provide a decorative, full length mirror near the restroom entrance.
2504.00 Food And Beverage
Refer to Sections 2514.00, Technical Criteria, and 2515.00, Furnishings Fixtures and Equipment, for requirements applicable to this section.
2504.01 Food Prep/ Kitchen
B. Food Prep Area Location
Provide food prep directly adjacent to food serving area.
C. Receiving Area Access
Provide direct access from the receiving area to kitchen storage and preparation area.
P. Doors
2. Kitchen receiving doors must have a lockset, kick plate, push plates and door closer with magnetic hold open feature.
3. Kitchen serving doors must be securable and have push/pull plates, kick plates and door closers.
Q. Finish Options - Food Prep/ Kitchen
1. Floor: Quarry tile (6”/150 mm x 6”/150 mm), porcelain tile (12"/300 mm x 12"/300 mm minimum), epoxy-screed concrete floors, poured
resinous flooring system. Non-slip pads in high traffic areas.
a. Kitchen floors must be installed in a two-inch mortar bed. Extend kitchen floor finish into walk-in coolers.
b. Where kitchens are located over other habitable spaces, provide a waterproof membrane and floating slab floor construction.
c. Slope all floors to drain.
d. All floor transitions must be flush to facilitate cart movement and avoid tripping hazards.
e. Base (minimums): 4"/100 mm quarry tile, porcelain tile. Tile base must be matching, sanitary and coved when possible.
2. Wall: Fiberboard reinforced plastic, porcelain tile.
a. The walls must be a minimum fiberboard reinforced plastic, porcelain tile. Walls behind the cooking and dishwashing areas must be of
masonry construction or full-height tile, stainless steel or fiberglass-reinforced panels. All joints must be sealed. All walls must meet
code requirements and have a washable finish.
3. Ceiling: Washable ceiling tile, paint on gypsum
R. Countertop Materials
Countertops must be stainless steel.
S. Storage & Shelving
Provide storage cabinets and/or racks.
T. Required Accessories
A hand sink, soap dispenser and hands-free towel dispenser must be provided.
U. Mechanical
1. Refrigerated Rooms
a. Locate all air-cooled refrigeration equipment remote from the equipment they serve where heat can be dissipated to the outdoors.
Protect outdoor equipment with weather protection and screen from guest view.
b. Locate water-cooled refrigeration equipment with service access.
2. Air Conditioning
a. Provide air conditioning and ventilation to comply with the conditions listed in Section 2514.06, Environmental Conditions Matrix.
b. Design kitchen ventilation systems to comply with NFPA 96 (www.nfpa.org), including: interlock of supply and exhaust fans, grease
exhaust duct systems, hood design, hood fire extinguishing systems, gas control valves, and manual shut off devices.
c. Fabricate dishwasher exhaust ducts from aluminum or stainless steel, sloped back to the capture hood.
d. Interlock the dishwasher hood exhaust fan to automatically be energized when the dishwasher is in use.
V. Plumbing
1. Grease Interceptors
a. Provide grease interceptors located outdoors in an area serviceable without disruption of normal activities, and out of guest view.
b. Grease drains that are directed to grease traps must use cast iron piping systems that allow mechanical cleaning when blockages
occur.
2. Floor Drains/Basins
a. Provide floor drains/basins with security screwed down removable baskets or grates at all locations where indirect waste receptors are
required.
8. Provide a plumbed emergency eye wash station that complies with ANSI/ISEA Z358.1-2009 (www.ansi.org) or country recognized safety
equivalent with floor drain in the kitchen.
W. Janitor's Closet
Provide a janitors closet in or adjacent to the kitchen. Janitor’s closet must have a chemical cupboard, mop water basin, supply shelf and a mop
and broom holder.
X. Electrical
1. Lighting
a. Provide recessed fluorescent, vapor-proof fixture with warm white lamps.
d. Refer to Section 2514.08 for minimum light level requirements.
2. Power
a. Power outlets (socket outlets) must be provided to suit the installed equipment with an additional general purpose power outlets (socket
outlets).
b. Protect all power outlets (socket outlets) in kitchen with GFCI/ELCB/RCCB or equal circuits.
Y. Technology
2. Provide a telephone outlet for a wall mounted house telephone in the kitchen area.
3. Provide a telephone outlet for a minimum two-line telephone with calling number display in-room service.
4. Provide four telephone outlets and data ports at all cash register/point of sale terminals requiring credit card verification.
Z. Equipment
1. Refer to Hilton Garden Inn Prototype Drawings for required equipment.
f. Not Applicable to this Brand
g. Not Applicable to this Brand
h. Not Applicable to this Brand
i. Not Applicable to this Brand
j. Not Applicable to this Brand
k. Not Applicable to this Brand
l. Not Applicable to this Brand
m. All equipment must have NSF, Underwriters Laboratories or CE labels or code-approved equivalent.
3. Kitchen hoods must be a minimum of 6'-6"/2.0 m above the finished floor.
4. Refer to 2516.03.E for kitchen hood and duct protection requirements.
5. Kitchen hoods must exhaust on average 350 ft² per minute/linear foot or 2,000 m² per hour/linear meter. The following must be taken into
consideration in calculating specific exhaust requirements:
a. Type, energy source and use of equipment below the hood.
b. Position of equipment below the hood.
c. Style and geometry of the hood.
d. Introduction method for the kitchen make-up air.
6. Kitchen hoods must be tested for proper operation after installation of all pertinent equipment is complete.
2504.02 Food And Beverage Storage
B. Dry/Liquor Storage
Provide a lockable room for dry storage.
H. Finish Options - Food & Beverage Storage
Finish Options - Food & Beverage Storage
1. Floor: Quarry tile (6”/150 mm x 6”/150 mm), epoxy-screed concrete floors within beer cooler/cellars laid to fall with central floor drain.
a. Base (minimum): 4"/100 mm quarry tile
2. Wall: Paint, FRP
3. Ceiling: Washable ceiling tile, paint on gypsum
I. Liquor/Wine Storage
1. Liquor and wine must be kept in a separate locked storeroom with a cool area for wine storage.
2. The wine storage area must be professionally designed to store and maintain wine at its ideal temperature. The size of the facility is
dependent upon the size of the beverage offering.
3. The liquor and wine storage area must be located with convenient access to the restaurant and bar. Liquor storage must be located adjacent
to the primary service circulation and within reasonable proximity of the receiving area.
4. Provide only one securable point of access to the liquor storage area where possible.
5. Entrance door must be fire rated and include a lockset, kick plate and closer with hold open feature.
6. Provide a removable core lock cylinder that is not on the building master keying system for the entrance door to the liquor storage area.
7. Partitions surrounding the liquor storage area must extend and be secured to the underside of the structure above.
8. Floor drains are required.
9. Provide light fixtures with vapor proof diffusers. Refer to Section 2514.08 for minimum light level requirements.
J. Cellar
1. A secure refrigerated storage facility, a cellar, must be provided when required by local market.
2. The cellar area must be professionally designed to hold beer cases, ale kegs, post mix syrups, carbonators, associated dispensing lines,
pumps, gas bottles, an area to restrain CO2 gas cylinders, etc.
3. The cellar must be located adjacent to service corridors and an external door (where possible) for delivery purposes. It must be conveniently
located to the bar to minimize dispensing lines.
4. Entrance door must be fire rated and include a lockset, kick plate and closer with hold open feature.
6. Insulation must be provided at the walls and ceilings with a vapor barrier on the warm side.
7. Provide air conditioning and ventilation compliant with the conditions listed in Section 2514.06 Environmental Conditions Matrix.
8. Provide a low-level mop sink with hot and cold water.
9. A floor drain must be provided.
10. Provide light fixtures with vapor proof diffusers. Refer to Section 2514.08 for minimum light level requirements.
K. Walk-ins
2. Provide modular, prefabricated walk-in refrigerators and freezers with field-installed, 4"/10 cm, urethane sheet foam insulation, vapor-proof
light fixtures, exterior thermostats and high temperature alarm system.
3. Walk-in boxes must be a minimum of 8'-3''/2.2 m high. Provide an integral bulkhead or a gypsum board bulkhead from the top of the box to
the underside of the ceiling or structural deck above
4. Walk-in boxes must be specified without prefabricated floors. Recess and insulate building floor slab below. Isolate all refrigerator and
freezer floor slabs from surrounding area. Raised floors in walk-ins and ramps must not protrude into the main circulation path.
5. Provide floor recess for door heaters in walk-in boxes.
6. Doors on walk-in boxes must have a minimum 12”/300 mm wide x 16”/400 mm high vision panel. Do not provide reach-in doors.
7. Walk-in box entrance doors must be a minimum of 3’-0”/900 mm wide and have lockset, kick plate, and closer with hold open feature.
8. Provide escape hardware on inside of the walk-in box entrance door.
9. Shelving in walk-in refrigerators must consist of approximately 1/3 full height shelving, 1/3 dunnage racks and 1/3 open area. Place full
height shelving to rear of refrigerator.
10. Size condensing units and evaporator coils for walk-in boxes to operate refrigerator at +35 °F/1.6 °C and freezer at -10 °F/-23 °C.
11. Provide shielded vapor-proof ceiling lights in walk-in boxes. All conduit runs must be on the exterior of the box except the drop to the
switch. Provide three way switches for boxes with two or more doors.
L. Electrical
1. All large compressors must be remotely located from the equipment they service, either rack-mounted in an adjacent compressor room or
clustered on the roof above in a weatherproof enclosure and screened from guest view.
2. Provide a separate circuit for each compressor or each packaged compressor system that incorporates on-board distribution wiring.
3. Provide a minimum of two convenience power outlets (socket outlets) on each wall with spacing not to exceed 20’-0”/6.0 m on center and
two convenience power outlets (socket outlets) at the entrance of each storage area.
4. Provide a telephone outlet.
2504.03 Restaurant
A. Restaurant Requirements
A restaurant is required that follows the prototype F&B concept.
C. Seating Requirements
F&B seating of 70 percent of key count must be provided at the restaurant, bar and lounge. The restaurant must provide 50 to 70 percent of that
seating. Hilton reserves the right to adjust seating requirements dependent upon local market conditions.
F. Access to Kitchen/Pantry
The restaurant must have direct access to the kitchen.
G. Server Stations/POS Stations
The restaurant must have concealed server stations, point of sale stations and kitchen access.
H. Restroom Proximity
Restrooms must be easily accessible from the restaurant.
N. Natural Daylight
Provide natural daylight where possible while avoiding glare and excessive heat.
O. Finish Options - Restaurant
1. Floor: Carpet - broadloom and carpet tile (main seating areas), porcelain tile (traffic and buffet areas), natural stone, wood - tongue and
groove
a. Base (minimums): 3"/75 mm wood, natural stone
b. Ceiling height must be 10'-6"/3.2 m minimum.
P. Not Applicable to this Brand
Q. Counter Height
Provide buffet counter as detailed in the prototype drawings.
R. Top Surface Material
Top surfaces of counters, buffets, bars and host/hostess stations must be a material that complies with Section 2515.04. If bar tops are wood,
they must have a polyurethane finish.
S. Electrical
1. Lighting must provide varying intensity levels, with the absolute minimum providing light to read a menu.
2. General lighting must be recessed with dimmer controls. Dimmer controls must have a preset minimum of three-scene setting capability.
Locate the dimmer control panel at the service area concealed from public view.
3. Accent pendant lighting must be integrated into the design of the general dining area.
8. Power outlets (socket outlets) must be provided along the perimeter wall of the dining area for guest convenience.
9. Provide four power outlets (socket outlets) and four data/telephone outlets at each service station.
T. Furnishings, Fixtures and Equipment
1. Seating must comply with the following:
a. Seating must be manufacturer's commercial grade.
b. Chair seats and backs must be upholstered with commercial grade fabric.
c. Stack chairs and folding banquet tables or temporary tables are not permitted in the restaurant.
e. Dining banquette seats must be upholstered in heavy duty contract quality vinyl or fabric with fabric back upholstery.
2. Dining tables must comply with the following:
a. Dining tables must be a minimum of 30"/760 mm high. Table seating must be minimum 24"/600 mm x 24"/600 mm for two and minimum
36"/900 mm x 36"/900 mm for four.
d. Dining tabletops must be a material that complies with Section 2515.04.
e. Table base must be designed to support tabletops without tipping over easily when weight is applied to one side and must have self
leveling capabilities or use a flat-technology to avoid rocking and tipping.
2504.04 Café/Bar
A. Bar Definition & Location
The bar must be positioned between the lounge and restaurant.
B. Lobby Bar Definition & Location
The lounge must be directly adjacent to the bar and always visible from the main hotel entrance.
E. Bar Counter
A bar counter is the millwork fixture and any associated back counters and equipment.
F. Non-Seating Bar
Bar service must be provided unless the property is in a jurisdiction where it is prohibited or other extreme circumstance that is outlined and
identified in the License Agreement with Hilton.
G. Bar Location
The location of the bar must be convenient to the guestrooms and have access to the kitchen, where food service is anticipated. Provide direct
exterior access for the general public where possible.
I. Restroom Proximity
Restrooms must be easily accessible from the bar area.
J. Seating Quantity Requirements
F&B seating of 70 percent of key count must be provided at the restaurant, bar and lounge. The bar and lounge must individually provide 15 to
25 percent of that seating. Hilton reserves the right to adjust seating requirements dependent upon local market conditions.
N. Hanging Glassware
Do not locate continuous hanging glassware racks over customers’ heads at bars.
O. Coatroom
Provide a coatroom, where climatic conditions dictate the use of coats.
P. Raised Floor Handrails
All raised floor areas must have a perimeter handrail except where seating/planters act as barriers.
Q. Step Handrails
Handrails must be installed at all steps with appropriate step lighting.
S. Finish Options - Bar/Lounge
Finish Options - Bar/ Lounge
1. Floor: Porcelain tile, natural stone, carpet (broadloom and carpet tile), wood - tongue and groove, engineered wood
a. Base (minimums): 6"/150 mm wood - stain grade, 4"/100 mm porcelain tile, natural stone
2. Wall: Paint, porcelain tile, vinyl wallcovering
a. Ceiling height must be 11'-6"/3.5 m minimum.
T. Bussing/Server Stations
Bussing stations, when provided, must be concealed.
U. Back Bar Millwork Requirements
The bar must comply with the following: (Refer to the prototype drawings for specifics.)
1. The bar counter must be a permanent fixture. It must extend into the Lounge where it transitions into a communal table.
3. Provide footrests and purse hooks.
V. Focal element
1. A fireplace or water feature must be incorporated into the Lounge.
2. Fireplace
a. Gas fireplaces must have switched or remote starters. Gas supply must automatically shut off when flame or pilot light is extinguished.
b. A remote control located at the bar must be provided and connected to the fireplace starter.
3. Water feature
a. The shape of the water feature must be such that the circulation of the water is not impaired.
b. The water features must not provide unsafe climbable surfaces.
c. Splash outside the footprint of the water surface area is prohibited. Water features with free falling water must be provided with
minimum splash ratio of 1V:1H. Increased ratios must be provided as needed.
d. Intake velocities must be 1.5 FPS maximum and must be designed to prevent vortex.
e. Flow control valves for special effects must be inaccessible to the public.
f. Skimmers, intake screens, etc. must be provided to prevent coins and other debris from entering the recirculation piping.
g. Intakes must be designed to prevent entrapment hazards.
h. Automated water level control must be provided.
i. Adequate circulation piping and inlet fittings must be provided to prevent stagnant areas.
j. Consideration must be given to the level of noise emitted from the water features. The range must be between 40 and 60 dBA.
Excessively noisy water features are prohibited.
k. Equipment spaces must be provided with sound dampening materials to eliminate excessive dBA levels.
l. All equipment and piping located adjacent to vibration sensitive spaces must be provided with vibration isolators.
m. Underwater lights must be UL or CE rated for fountains.
n. GFCI/ELCB/RCCB or equal devices must be installed on all electrical circuits providing power to applicable water feature components
and must comply with all applicable codes.
o. Pump and filtration equipment must have the capacity to recirculate the entire volume of water in a 6-hour period. Filters must be either
sand or cartridge type. Equipment must include pressure and vacuum gauges, flow meters and air release valves.
p. Water in chemically treated water features must be clear.
W. Mechanical/Plumbing
1. If smoking is allowed, provide smoke removal system for any recirculated air, or dedicated exhaust system to maintain indoor air quality.
2. Provide a water basin, soap and towel dispenser and trash receptacle in each work area, or as required by local code.
3. Provide a covered floor drain behind each bar counter. Slope floor to drain.
4. Provide at least one plumbed glass washing station or glasswasher behind the bar counter.
X. Electrical
1. General lighting must be recessed with dimmer controls located behind the bar and concealed from guest view.
4. Provide convenience power outlets (socket outlets) for guest use.
5. Provide point of sale terminals at bartenders' and/or servers’ pick-up stations.
7. Provide four outlets with dedicated power and conduit for each point of sale terminal and two additional power outlets (socket outlets).
8. Provide an outlet for one wall mounted house telephone, mounted below the bar counter. Provide four data/telephone outlets at each point
of sale terminal.
Y. Television Requirement
A minimum of one 40” or larger HDTV is required in the back bar.
Z. Furnishings, Fixtures and Equipment
Refer to the prototype drawings for layout and typical quantities.
1. Seating and upholstery must be commercial grade.
2. Seating must comply with the following:
a. Bar stools must have backs and upholstered seats. The clearance from the seat to the bar top is required to be 12”/300 mm with no
less than 8”/203 mm provided for leg clearance from the seat to the bottom of the apron.
b. Dining chairs must have upholstered backs and seats and be without arms.
c. Lounge chairs must be upholstered. Seat height and firmness must be coordinated with the adjacent tables.
d. Sofas must be fully upholstered. Seat height and firmness must be coordinated with the adjacent tables.
3. Tables must comply with the following:
a. Tea–height tables 24”/600 mm to 27"/675 mm high.
b. Dining–height tables 30”/760 mm high that are round, 24”/600 mm diameter minimum, at the lounge banquette. Dining–height tables
30”/760 mm high that are 24”/600 mm x 30”/760 mm minimum for deuce seating that can be easily combined for flexibility.
d. Tabletops must be a material that complies with Section 2515.04. Table base must be designed to support tabletops without tipping
over easily when weight is applied to one side and must have self leveling capabilities or use a flat-technology to avoid rocking and
tipping.
4. Branded artwork must be provided. Refer to the Graphics/ Artwork Package.
2506.00 Commercial Facilities
Refer to Sections 2514.00, Technical Criteria, and 2515.00 Furnishings Fixtures and Equipment, for requirements applicable to this section.
2506.01 Sundries/Gift Shop
A. Retail Space Requirement
The Pavilion Pantry must be a minimum of 85 ft²/8 m². Larger spaces may be required by Hilton for hotels over 200 keys. Pantry must be located
adjacent to the front desk so employees have visual control of the area.
G. Finish Options - Sundries/ Gift Shop
a. Base (minimums): 3"/75 mm porcelain tile, natural stone, wood - stain grade
H. Millwork Requirements
All millwork shelving must be adjustable using concealed wall standards. Shelves must be at least ¾”/19 mm thick and finished in plastic
laminate or a stained wood finish to match the front desk. Provide base drawers and/or cabinets for storage.
J. Countertop Height
Millwork countertop must match the front desk countertop (guest side).
K. Cabinetry Requirements
The finish and style of all millwork must coordinate with the front desk millwork.
L. Lighting Requirements
Lights must be wired to stay on at all times or be key switched.
M. Light Levels
O. Equipment
1. A commercial-grade reach-in single door cooler/refrigerator and separate single glass door reach-in freezer with self-contained
condensation evaporation system must be provided. Unit must be NSF/CE and U.L. approved with remote compressors. The units must
have a minimum of four vinyl-coated adjustable shelves for product display. Exterior surfaces must be black or stainless steel. Interior
surfaces must be white. The refrigerator and freezer must match in height and color. Equipment minimums may be required to increase in
conjunction with increases in room count.
2. One commercial-grade microwave (minimum 700 watts) with a black or stainless steel finish must be provided.
3. Provide a self service ice machine. Open bin type ice machines are not permitted. Sanitary ice dispensing machines which operate by push
button, guestroom key card or complimentary tokens are permitted.
5. No brand endorsements are allowed on the refrigeration units.
2506.02 Guest Laundry
A. Guest Laundry Requirement
A guest laundry must be provided.
B. Guest Laundry Location
The guest laundry must be located in an enclosed room adjacent to the fitness center or on a guestroom floor.
D. Entrance Doors
Entry door must have a closer and vision glass or sidelight in the adjacent wall.
E. Finish Options - Guest Laundry
3. Ceiling: Paint on moisture resistant gypsum, acoustic ceiling tile
4. No exposed structure, pipes, ducts, etc. are allowed.
F. Countertop Requirement
A built-in solid countertop must be provided. The top surface material must be compliant with Section 2515.04.
G. Floor Drain
Provide a floor drain with chrome plated brass cover with floor sloped to drain.
I. Concealed Connections
Conceal all electrical and plumbing connections behind the connected equipment.
J. Lighting Requirements
Lights must be wired to remain on, be key switched or have occupancy sensors with a 30 minute delay before switching off. If sensors are used,
a single entry light must remain on at all times.
K. Light Levels
L. House Telephone Outlets
Provide an outlet for a house telephone with automatic dialing to the front desk.
M. FF&E
1. A minimum of one each commercial washer and dryer must be provided. Dryers must be vented/exhausted to the exterior. All lint traps/
interceptors must be concealed and out of guest view.
2. A side chair with upholstered seat is required.
2506.03 Vending Area
A. Vending Room Requirements
A vending room may be required based on regional and market conditions. If provided, it must comply with the following standards.
C. Vending Equipment Location
Vending equipment must be located in an alcove or in an enclosed room to reduce noise and conceal visibility from public circulation.
D. Entrance Doors
Entry door, when provided, must have a vision panel or sidelight.
E. Finish Options - Vending Area/Corridor Pantry
Finish Options - Vending Area
4. No exposed structure, pipes, ducts, etc. are allowed.
F. Window Treatments
Vending rooms with windows, located on the exterior wall, must have the same window treatment as adjacent spaces.
G. Floor Drain
Provide a floor drain with chrome plated brass cover with floor sloped to drain.
H. Drain Trap Insulation
Insulate all ice machine drain traps to prevent condensation.
I. Filtered Water Supply/Power Outlets
Provide a filtered cold water supply to the ice maker and power outlets (socket outlets) for all equipment.
J. Lighting Requirements
Provide recessed or decorative lighting that is wired to remain on, be key switched or have occupancy sensors with a 30 minute delay before
switching off. If sensors are used, a single entry light with a minimum light level of two foot-candles/200 lux maintained when the room is
unoccupied, must remain on at all times.
K. Light Levels
L. Vending Area/Corridor Pantry Equipment
When vending areas are required by 2506.03.A, each area must contain a minimum of one self service ice machine with a minimum production
capacity of 5 lb/2.2 kg per 24-hours for each guestroom on the floor served. Machine must be equipped with sanitary dispenser operated by
push button, guestroom key card or complimentary token. Open-bin type ice machines are not permitted.
O. Trash Container
Provide an enclosed, flame retardant, decorative trash container and recycling container (when recycling is offered).
2507.00 Meeting Facilities
Refer to Sections 2514.00, Technical Criteria, and 2515.00 Furnishings, Fixtures and Equipment for requirements applicable to this section.
A. Meeting Space Requirements
All hotels must have a minimum of 1,075 ft²/100 m² of meeting space to a maximum of amount of 5,400 ft²/500 m².
C. Function Space Access
Access to all function spaces must be easily accessible from the hotel’s primary lobby or pre-function area.
2507.01 Ballroom
A. Ballroom Requirements
Ballrooms are required to be divisible into a minimum of two sections.
B. Ballroom Length/Width
Ballrooms are not allowed to be more than twice as long as its narrowest dimension.
C. Ballroom Entrance
Entrance by guests and visitors to the ballroom must be through the pre-function area via the guest elevators/lifts, guest corridors or a separate
ballroom street entrance.
E. Ballroom/Meeting Rooms Location
The ballroom and a majority of the meeting rooms must be on the same level. Ballroom and meeting rooms must be on the same level as the
primary kitchen when possible or else a warming kitchen be provided.
H. Structural Columns/Stacking Operable Partitions
Structural columns and stacking operable partitions must not protrude more than 1’-6”/450 mm into the ballroom at any point.
I. Doors
1. Ballroom entrance doors that are pair of doors must have no mullion; each leaf must be no less than 3’-0”/900 mm wide.
3. Doors must have hardware to allow them to swing flat and be held open against the pre-function wall.
5. Entrance and service doors must have a tamper-proof, 180 degree, one-way viewer looking into the ballroom. Install viewer at centerline of
door, 5’-0”/1.5 m above the finished floor.
6. Ballroom entrance doors must have decorative hardware, perimeter sound stripping, and closers with hold open capability.
7. Service doors must have perimeter sound stripping, closers with hold open capability, and kick plates on the ballroom side of the door that
must blend with décor.
8. All hardware must have the same finish.
9. Doors must be solid core wood. Painted hollow metal doors are not allowed except for doors opening directly to the exterior.
J. Operable Partitions
1. Operable partitions must be standard steel construction with minimum 24 gauge steel faces and sound-retardant core assembled to a
minimum 16 gauge reinforced steel frame and insulated to achieve acoustical performance specified.
2. All operable partitions must be top-supported with drop-down floor seals. Provide a positive bulb-seal type mechanical closure (hinged
closure not acceptable) with minimum 250 lbs/113 kgs pressure.
3. Provide hard surfaced, flush walls with sufficient structural support where operable partitions terminate to ensure proper bedding of joint
seal.
4. Operable partitions must be stacked behind a concealed door in a closet when not in use. Closet doors must match the surrounding wall
finish.
5. Operable partitions must include single passage doors between the various rooms.
6. Acoustical seal all wiring and piping penetrations above operable wall.
7. Operable partitions are allowed to be covered with decorative acoustical fabric, wall covering or timber finishes. Discrete metal edging strips
must be used to protect the finishes.
L. Finish Options - Ballroom
1. Floor: Carpet (broadloom and carpet tile)
a. Base (minimum): 3"/75 mm wood
2. Wall: Vinyl wallcovering, wood or special finish, paint, upholstered (fabric) panels
3. Ceiling: Paint on gypsum, acoustic ceiling tile, wood or special finish
d. The minimum ceiling heights are as follows:
Meeting Room Minimum Ceiling Heights

Area Finished Ceiling Height
500 ft²/46.45 m² – 2,000 ft²/185.80 m² 11'-0"/3.35 m
> 2,000 ft²/185.80 m² 12'-0"/3.65 m
M. Electrical
1. Gang all controls at a control interface adjacent to the guest entrance to each subdivision.
2. All visible devices must be located as inconspicuously as possible, must be finished to match the surrounding surface and must be
coordinated with architectural finishes to insure that there is no obvious disruption in their placement or pattern.
3. Provide four floor power outlets (socket outlets) per every 800 ft²/74 m².
6. Provide two power outlets (socket outlets) at no less than 20’-0”/6.0 m on center around perimeter walls.
9. All electric cables and connections must be Underwriters Laboratories (www.ul.com) rated for the amperage capacity required for safe
operation and must conform to appropriate local codes. All materials must be non-flammable and must conform to the Fire Authorities’
regulations.
10. Lighting for divisible ballrooms must be controlled by local dimmers and by remote dimmers allowing combined dimming control of
subdivisions.
N. Technology
1. Provide one outlet for a house telephone per subdivision.
3. Provide one MATV outlet in each ballroom subdivision.
O. Furniture, Fixtures and Equipment
1. Room must be furnished with folding tables with high pressure laminate or ABS tops. Seating must be stack type chairs or better, with
padded seats and backs upholstered with commercial fabric and flex back with stacking bars. Chair seat must be a minimum of 16”/400 mm
wide x 22”/560 mm deep.
2. When natural daylight is provided, full blackout screens or electronically operated blackout drapery must be provided.
2507.02 Meeting Rooms
A. Meeting Room Requirements
Meeting rooms are required.
C. Meeting Room Length/Width
Meeting rooms are not allowed to be more than twice as long as the narrowest dimension.
E. Coat Storage/Coatroom
All meeting rooms must have internal coat storage space or a central coatroom adjacent to the meeting spaces where climate conditions dictate.
F. Meeting Room to Lobby Access
There must be direct access from the meeting rooms to the lobby without exposure to the elements. It is permissible to have meeting rooms on
floors other than the lobby floor contingent upon the following:
1. Exits and access to the stairwells
2. Provisions for food service
3. Convenient access to public restroom located on same floor
4. Acoustical isolation from guestrooms
5. Convenient access to elevators
G. Restroom Proximity
Provide convenient access to public restrooms.
H. Kitchen Access
Access must be provided from the kitchen or banquet pantry for food service to all meeting rooms. This access may, in part, be through the pre-
function area or banquet related guest circulation.
J. Structural Columns/Stacking Operable Partitions
Structural columns and stacking operable partitions must not protrude more than 1’-6”/450 mm into the meeting room at any point.
N. Doors
1. Single doors must be a minimum of 3’-0”/900 mm wide. Paired doors must be no less than 3’-0”/900 mm wide for each leaf. All doors must
be 6’-8”/2.0 m high minimum.
2. All entrance and service doors must have a tamper-proof, 180 degree, reverse, one-way viewer looking into the room.
3. Interior doors must be solid-core wood. Painted hollow metal doors are allowed only at exterior exits. Exterior doors must be solid; glass
doors are not allowed on service or egress paths.
5. Meeting room service doors must have perimeter sound stripping, closers with hold open capability, and kick plates on the meeting room
side of the door that blend with décor.
6. Meeting room entrance doors must have decorative hardware, perimeter sound stripping, and closers with hold open capability.
O. Operable Partitions
1. Operable partitions must be stacked behind a concealed door in a closet when not in use. Closet doors must match the surrounding wall
finish.
2. All operable partitions must be top-supported with drop-down floor seals.
3. Provide a positive bulb-seal type mechanical closure (hinged closure not acceptable) with minimum 250 lbs pressure. Provide sufficient
structural support in abutting walls to compensate for this requirement.
4. Provide hard surfaced, flush walls with sufficient structural support where operable partitions terminate to ensure proper bedding of joint
seal.
5. Operable partitions must be standard steel construction with minimum 24 gauge steel faces and sound-retardant core assembled to
minimum 16 gauge reinforced steel frame, insulated to achieve acoustical performance specified.
7. Seal all wiring and piping penetrations above operable partitions.
P. Finish Options - Meeting Rooms
1. Floor: Carpet (broadloom)
a. Base (minimum): 3"/75 mm wood - stain grade
2. Wall: Vinyl wallcovering, paint, wood panels or special finish, fabric wrapped panels
3. Ceiling: Paint on gypsum, acoustic ceiling tile (30 percent maximum)
b. The minimum ceiling heights are as follows:

Meeting Room Minimum Ceiling Heights
Area Finished Ceiling Height
500 ft²/46.45 m² – 2,000 ft²/185.80 m² 11'-0"/3.35 m
> 2,000 ft²/185.80 m² 12'-0"/3.65 m
R. Electrical
1. Provide recessed lighting. Lighting must be dimmable and wired in a minimum of two zones for varying light levels/areas.
2. Lighting for divisible meeting rooms must be controlled by local dimmers and by remote dimmers allowing combined dimming control of
subdivided spaces.
3. Provide recessed, dimmable lighting at buffet counter and entry.
5. For all meeting rooms over 2,000 ft²/185 m², provide at least one 208-240 VAC outlet.
6. Power outlets (socket outlets), every 20’-0”/6.0 m on permanent walls, must be available for display purposes.
8. Provide four floor power outlets (socket outlets) per every 800 ft²/74 m².
S. Technology
Refer to Section 2507.08 Technology Infrastructure for audio visual requirements.
1. Provide one outlet for a house telephone per subdivision.
6. Provide one MATV outlet in each meeting room subdivision.
T. Furnishings, Fixtures and Equipment
1. Rooms must be furnished with folding tables with high pressure laminate or ABS tops. Seating must consist of stack type chairs or better,
with padded seats and backs upholstered with commercial fabric and flex back with stacking bars. Chair seat must be a minimum of 16”/400
mm wide x 22”/560 mm deep.
3. A projection screen must be provided, sized appropriately for the space. If permanently installed, it must be ceiling recessed.
4. Provide wall-mounted artwork.
5. Window Treatment
Refer to 2515.03 for additional requirements
a. Provide decorative window treatment with blackout capability.
2507.03 Boardroom
A. Boardroom Requirements
Boardrooms to be included at the owner’s discretion. All individual components must meet these standards.
B. Size Requirement
Boardrooms must be a minimum of 300 ft²/28 m² each.
F. Doors
1. Boardroom entrance doors must swing flat against the pre-function wall. All doors must be a minimum of 3’-0”/900 mm x 7’-0”/2.13 mm.
2. All entrance and service doors must have installed a tamper-proof, 180 degree, one-way viewer looking into the function space.
3. Doors must be solid core wood. Painted hollow metal doors are not allowed.
G. Finish Options - Boardroom
1. Floor: Carpet (broadloom and carpet tile)
a. Base (minimum): 3"/75 mm wood - stain grade
3. Ceiling: Paint on gypsum, acoustic ceiling tile. A coffered ceiling is required.
I. Electrical
1. Lighting must be recessed or decorative, centralized dimmer controlled and be provided along the perimeter of the room. Switching of lamps
within the fixtures is not an acceptable method of dimmer control.
3. Provide two power outlets (socket outlets) at no more than 12’-0”/3.7 m on center around perimeter walls.
4. Power connections must be provided in pop-up boxes in the top of the conference table.
5. Provide two floor power outlets (socket outlets) per every 400 ft²/37 m².
J. Technology
1. Provide a telephone outlet integrated into the boardroom table.
2. A telephone outlet is required for house telephone.
4. Audio Visual (AV)
a. AV connections must be provided in pop-up boxes in the top of the conference table.
b. Provide a minimum 52” wall mounted HDTV with connectivity to MATV system and to boardroom table connection, or else provide a
ceiling recessed, electronically operated screen with controls located near lighting controls. Monitor size must be scaled proportionately
to the room capacity/dimensions.
K. Furnishings, Fixtures and Equipment
1. Provide a permanent conference table. Power outlets (socket outlets) and data outlets must be concealed and integrated into the table.
2. Conference chairs must be the Diffrient World Chair by Humanscale or the Mirra chair by Herman Miller with adjustable armrests.
3. A built‐in buffet counter is required. The top surface must be a minimum of 30”/760 mm deep and 48"/1.20 m wide. Base must be a 34”/850
mm high finished wood cabinet. The top surface material must comply with Section 2515.04. A free standing console is allowed.
6. Artwork must be provided.
7. Window Treatment
Refer to 2515.03 for additional requirements.
a. Provide decorative window treatment with blackout capability.
2507.05 Pre-Function Area
A. Pre-function areas are required where meeting rooms are provided. Meeting facilities that are 2,000 ft²/185 m² or larger must have a dedicated
pre-function space that is sized to be approximately 25 percent of the net meeting area.
B. Pre-function to Lobby Access
There must be direct access from the pre-function area to the lobby without exposure to the elements. Pre-function space must not be adjacent
to guestrooms.
C. Service access from the meeting service corridor or the main kitchen to the pre-function area must be provided.
D. Provide direct access from boardrooms and secondary meeting space to the pre-function area.
E. Provide direct access to public restrooms.
F. Pre-function Public Entrance Connect
The pre-function area must adjoin and connect the primary public entrances to the meeting rooms.
G. Exterior Access
Separate exterior access to the pre-function area is desirable but not required.
H. Size Requirement
The pre-function area results from the over sizing of guest circulation within the function spaces rather than the assignment of a specific and
separate space for that purpose. It must be sized appropriately for the likely number of occupants.
L. Width at Ballrooms & Meeting Rooms
The pre-function area must be a minimum of 8’-0”/2.44 m wide.
M. Break Out Areas
Provide area(s) to serve as breakout spaces. Seating selection and placement must be easily removable for setting up pre-function activities.
N. Exterior Windows
Provide exterior windows in pre-function area if possible.
P. Finish Options - Pre-Function Area
1. Floor: Carpet (broadloom and carpet tile), natural stone, porcelain tile, wood - tongue and groove, engineered wood
a. Base (minimums): 3"/75 mm wood, porcelain tile, natural stone
2. Wall: Vinyl wallcovering
Q. Electrical
1. Provide two power outlets (socket outlets) at 50’-0”/15.0 m on center for cleaning.
3. Provide three separate groups of two power outlets (socket outlets) at the entrance to each meeting room subdivision for beverage service
set-up.
4. Provide lighting with a combination of decorative and recessed fixtures.
S. Not Applicable to this Brand
T. Not Applicable to this Brand
U. Artwork and Mirrors
Artwork is required.
2507.06 Meeting Support Areas
A. Guest Workstations
Business Center
1. The business center must be located convenient to the guest elevators and adjacent to the front desk/office area for assistance.
6. Enclosed rooms must have a glass vision panel in the entry door or window sidelights adjacent to the door, so to provide an open and
secure feeling to the area.
7. Finish Options - Business Center
a. Floor: Carpet (broadloom and carpet tile), wood - tongue and groove, engineered wood
1. Base (minimums): 3"/75 mm carpet, wood, natural stone
b. Wall: Vinyl wallcovering, paint
c. Ceiling: Paint on gypsum, acoustic ceiling tile
8. Provide a minimum of two computer workstations and space for a laptop for properties with 149 guestrooms or less; 150 to 249 guestrooms
require three computer workstations; over 250 guestrooms require four.
10. Wall and base cabinets must be furniture quality with all exposed surfaces made of wood. Desktop must be 30”/760 mm above the finished
floor. The top surface material must be compliant with Section 2515.04.
11. Cabinets must be provided for supply storage.
13. Electrical
a. Provide a minimum of four convenience power outlets (socket outlets) below counter for required equipment at each workstation and
four convenience power outlets (socket outlets) above the counter for guest equipment.
e. Lights in business center area must be on keyed switches.
f. Refer to Section 2514.08 for minimum light level requirements.
14. Technology
a. Provide a minimum of one outlet for a telephone.
b. Provide data outlets at each PC and laptop workspace.
15. Furniture, Fixtures and Equipment
a. Refer to Section 1201.02 for equipment requirements.
b. A Diffrient World Chair by Humanscale or a Mirra chair by Herman Miller with adjustable armrests is required at each workstation.
c. Artwork is required when there are no upper cabinets.
B. Meeting Storage
1. The area of lockable storage for the meeting rooms must be a minimum of 15 percent of the total meeting room square footage.
7. Finish Options - Meeting Storage
a. Floor: Steel troweled concrete, hardened and sealed
1. Base (minimum): 4"/100 mm vinyl
b. Wall: Paint
1. Provide protection to meeting storage walls with a 48”/1.2 m high laminated or fiber reinforced panel wainscot applied to gypsum
board partitions unless CMU walls are provided.
c. Ceiling: Paint on gypsum, painted structure
8. Lighting fixtures must have a protective wire or plastic enclosure.
2508.00 Recreational Facilities
2508.01 Fitness Center
A. Fitness Center Requirement
All hotels must have a fitness center.
D. Size Requirement
The fitness center must meet the following size requirements.

Fitness Center Minimum Square Footage
Number of Rooms Minimum Required Square Footage
< 175 500 ft²/46 m²
176-300 700 ft²/65 m²
> 300 1000 ft²/92 m²
F. Equipment Requirements Larger Hotel
Properties that exceed their minimum square footage requirement (based upon room count) must meet the equipment requirements (number
and type of pieces) for their total square footage.
H. Securable & Spa Adjacent
The fitness center must not be directly accessible to the pool areas.
J. Doors and Windows
1. Entry door must have a large view panel (the maximum code will allow) or be a solid door with side lights. The view panel and side lights
must not have window treatments other than specified graphics from the Brand. Maximum glass is preferred between the fitness center and
the adjacent corridor, pool, or exterior.
3. Two-inch wood blinds matching the décor and window frames are required on exterior facing windows.
K. Finish Options - Fitness Center
1. The fitness center must have brand approved finishes. Requirements include neutral walls with an accent wall, rubber flooring in the cardio
and strength areas, an optional vinyl wood floor entrance and branded graphics.
2. Floor: Rubber flooring, vinyl flooring (entry). Refer to the Fitness Guide at www.hiltonworldwide.com/design for required specifications.
Alternate rubber flooring and wood laminate flooring will be considered based on regional and market conditions. Hilton must approve all
alternate materials.
a. Base (minimums): 6"/150 mm Johnsonite contoured millwork base, wood - paint grade (must match Johnsonite base profiles and
colors). Refer to the Fitness Guide at www.hiltonworldwide.com/design for required specifications.
b. An accent wall color must be provided. All other walls must be neutral in color. Refer to the Fitness Guide at
www.hiltonworldwide.com/design for required specifications.
b. Ceiling height must be 8’-6”/2.5 m or higher.
M. Electrical
1. Provide recessed or decorative fixtures. Submit lighting plan and specifications for review and approval.
2. Lights for the fitness center must be on keyed switches or controlled at the circuit breaker so that they remain on at all times.
4. Provide electrical and television connections to fitness equipment that is required for proper installation per manufacturers’ instructions.
Locate outlets convenient to equipment and out of guest traffic.
5. Power cords must be hidden from view where possible.
N. House Telephone Outlets
An emergency panic button or emergency telephone is required in the fitness center.

• The emergency button must be located 36”/900 mm maximum above the finished floor with an annunciation bell that rings to a location that is
manned
• 24-hours a day.
• The emergency telephone must be mounted 48”/1.2 m maximum above the finished floor. The telephone must have a red casing and it must
directly dial the front desk unless the local jurisdiction requires otherwise.
• Provide an outlet for a house telephone.
O. Technology
1. Provide one remote controlled, wall or ceiling mounted, 32" minimum HDTV. An additional television is required in rooms over 500 ft²/46 m².
Refer to 1706.01.C for specifics.
2. Personal viewing screens in cardio equipment must support a free-to-guest signal from head-end or set-top box input to display at a
minimum 12 channels with a mix of news, sports, and entertainment programming.
3. Personal viewing screens (PVS) are optional; however, they are required in hotels with fitness centers under 500 ft²/46.5 m².
P. Furniture, Fixtures and Equipment
1. Refer to the Hilton Fitness Center website for a list of required equipment.
3. All fitness equipment clearances as specified by the manufacturer must be maintained in accordance with the plans provided at installation.
4. Contact the Hilton spa and fitness team for assistance with a floor plan layout identifying placement and quantities of equipment for non-
prototypical layouts.
6. An Orion (or equivalent) towel and hamper station must be provided for guests using the facility. Towel station must match decor in color and
must be 30"/750 mm wide; facilities over 500 ft² must be 40"/1.0 m.
7. Three wall-mounted towel/coat hooks are required near the towel station.
8. Mirrors
a. Wall mirrors must be installed flush–mount or leaning. Existing properties may utilize a retro frame kit for mirrored walls assuming the
mirror is one solid piece. Wall mirrors with seams are not permitted for retro framing. Framing color must coordinate with room decor.
Specifications may be found in the Fitness Guide on www.hiltonworldwide.com/design.
9. A 5 gallon/19 liter water cooler with cup station must be provided for guest use. Properties with built-in water fountains in the fitness center
do not have to install a separate water cooler.
2508.03 Pool/Whirlpool
A. Design Criteria
All design criteria for the pool will also apply to the whirlpool where applicable.
B. Pool Requirement
A pool is required.
C. Outdoor Pools
The pool is required to be indoors when monthly average high temperatures are less than 70 °F/21 °C for more than five months a year. Refer to
www.weatherbase.com for average monthly high temperatures.
D. Whirlpool Requirement
Whirlpools are allowed but not required.
E. Dimensions
1. Indoor pool must have a minimum water surface of 400 ft²/37 m² and a width of not less than 15’-0”/4.57 m.
2. Outdoor pool, when provided, must have a minimum water surface area of 600 ft²/56 m².
3. Kidney-shaped or other “free-form” pools (permitted in exterior applications only) are to have an equivalent minimum water area.
4. The minimum pool depth must be 3’-0”/900 mm except when a zero entry ramp is used; the maximum depth must be 5’-0”/1.5 m.
5. The whirlpool must be located near the pool and have a minimum 50 ft²/4.65 m² surface area.
6. Hilton reserves the right to increase the minimum pool size dependent upon key count and/or market demands.
F. Orientation
The orientation of the outdoor pool must be such that it receives unobstructed sunlight from mid-morning to late afternoon. Provide some
guestrooms with views of the pool. Screen views toward the pool from parking areas, adjacent sites, other buildings, public streets, etc.
G. Materials Not Allowed
Fiberglass and stainless steel pools/whirlpools are not allowed.
H. Gunite Construction
All pools and whirlpools must be gunite construction with a troweled on white marble plaster finish.
I. Enclosed Pool
When an enclosed pool is provided, its exterior design must be consistent with the exterior design of the main building.
L. Doors and Windows
1. Doors to indoor pools must have a full vision panel.
2. Interior metal doors and frames in indoor pools must be galvanized steel and suitable for a high moisture environment.
3. If doors are provided at the exterior walls of the building, they must be equipped with locking hardware.
4. Storefront (a.k.a. frame and glass) window and door frames must be aluminum with an approved coating.
5. All pools must be securable after hours.
6. Entry gates to outdoor pools must be self-closing and self-latching. The entry handles and/or latch must be mounted at 48”/1.2 m above the
finished floor (if allowed by local code) to prevent access by unaccompanied children.
7. A foot bath is required at the pool entry. Foot bath must meet local code requirements.
M. Finish Options - Indoor Pool
2. Wall: Epoxy paint, porcelain tile (8"/200 mm x 8"/200 mm minimum), natural stone, acrylic knockdown. A 4'-0"/1.22 mm high tile wainscot
is required with the acrylic knockdown finish.
3. Ceiling: Epoxy painted moisture resistant gypsum, acoustic ceiling tile (66 percent maximum), synthetic stucco, tongue-and-groove wood
decking ceiling
a. The minimum ceiling height is 9’-0”/2.75 m.
b. All exposed duct work (painted, spiral aluminum), conduit, sprinkler piping, etc., must be routed in clean and short coordinated spans
for wood decking ceiling. All other ceiling types must have concealed systems.
4. High quality, non-corroding finishes are to be provided throughout pool area.
N. Deck/Coping
1. A minimum 5’-0”/1.52 m wide deck around the perimeter of all pools and 3'-0"/900 mm wide deck around the perimeter of all whirlpools is
required.
2. In addition to the perimeter deck requirements, the following usable deck area must be provided for seating:
a. Outdoor Pool: 500 ft²/46 m² outdoor deck directly adjacent to the pool, dedicated to one end.
b. Indoor Pool: 300 ft²/28 m² indoor deck directly adjacent to the pool, dedicated to one end.
3. The pool deck area must be sloped away from the pools to drains. Decks must not drain into landscaped areas.
4. The coping must have a non-slip finish.
5. Pool coping must be designed to allow maintenance or replacement without removal of the pool deck.
6. The pool deck must be easily cleanable. The floor surface finishes must be applied to provide a “low risk of slip” rating both under wet and
dry conditions. The testing methods employed must be those that are specified by local laws or recognized as best practice guidance
issued from the country. Refer to Section 2514.03.A.
8. Outdoor pool decks must have a Solar Reflectivity Index (SRI) of no less than 0.30.
9. Joints where the pool or whirlpool coping meets the deck must be protected from the relative pressure of adjoining deck movement.
10. Joints where the deck meets the pool or whirlpool must be watertight.
11. Decks must be installed with relief joints for thermal movement and potential settling.
13. The pool deck must not be permeable. Large-scale deck paver systems may be used that allow water to drain through to an airspace that
drains.
O. Stairs/Railing/Fencing
1. Steps with uniform treads and risers and a handrail must be provided at the whirlpool and shallow end of the pool (unless zero entry ramp is
provided). At least one ladder must be provided at the deep end.
2. Fencing (minimum 48”/1.2 m high) is required around all outdoor pool areas. Top rail must be rounded. Pointed finials and exposed ends of
pickets are not permitted. Chain link or wood fencing is not allowed.
P. Pool Markers
1. Recessed hard tile water depth markings in contrasting colors must be placed on the top of the pool and whirlpool coping and on the inside
rim of the pool and whirlpool perimeter, above the water line at reasonable intervals and at every 12”/300 mm of depth change. Lettering
must be at least 4”/102 mm high.
2. Wherever islands, fountains and other structures are located within pools, depth markings must be posted thereon and must be visible from
the opposite pool edge.
3. Depth indicators must be in Imperial and metric units.
4. The depth must be measured 24”/600 mm away from the edge of the coping from the bottom to the water surface.
5. The pool and whirlpool copings must have the international no diving symbol and the words "NO DIVING" around the pool and whirlpool
perimeter. The text must be legibly displayed in contrasting characters in the English language. Text in the local language may also be
added.
6. Painted, stenciled and vinyl appliqué markings must not be used.
Q. Mechanical
1. Provide water vapor retarder within the pool enclosure walls to prevent moisture migration into the wall or ceiling cavities, adjacent spaces,
and to minimize moisture condensation potential within the envelope.
3. Indoor pools must be maintained at a minimum of 83 °F/28.3 °C.
4. Conditioned outdoor pools must have temperature maintained between 80 °F/26.7 °C and 89 °F/31.7 °C. Locations where pool water
temperatures will rise above 89 °F/31.7 °C must provide cooling systems to maintain pool water temperatures within the specified range.
5. The whirlpool must be operated between the temperatures of 99 °F/37.2 °C and 103 °F/39.4 °C. The water is never allowed to be in excess
of 104 °F/40 °C.
6. Provide a complete HVAC and dehumidification system to maintain the pool area temperature and relative humidity while minimizing pool
water evaporation. Provide the features listed below:
a. A packaged system specifically designed for pool area dehumidification, factory assembled and tested, with test report available on
request.
b. Materials suitable for the pool environment with air side surfaces coated for corrosion protection.
c. An outdoor air connection that provides the outdoor air required in Section 2514.06.
d. A microprocessor control system with solid state sensors and a remote-mounted solid state control panel with LED indicators and
service diagnostics located in the pool room.
e. Heating:
1. Gas duct heater: Provide a gas-fired duct heater with stainless steel heat exchanger, two-stage or modulating heating control,
stainless steel burners, spark ignition and power vent.
2. Electric duct heater: Provide an electric resistance, two-stage or SCR controlled duct heater that complies with NFPA 70.
3. If fuel fired systems are used, they must be designed to comply with NFPA 54 (www.nfpa.org) and manufacturers recommended
installations instructions.
9. Pool equipment rooms must not be located below guestrooms.
10. Pool equipment and chemicals must be located in a lockable, vented storage room away from guest view.
R. Plumbing
3. Provide a frost-proof hose bib for wash down.
S. Safety/Pool Systems
2. Conventional sand filters, high-rate sand filters or pressure-type diatomaceous earth filters are allowed.
3. Design pool filtration and recirculation system to recirculate the entire pool water volume every six hours.
4. Equipment must include gauges, sight glass and air release valves. Installation and equipment are subject to local health regulations.
8. All pools must be equipped with continuous monitoring/feed disinfecting equipment. The equipment must maintain a residual of not less
than one part per million. Allowed disinfecting equipment includes:
a. A saline-based generator system that is NSF 50 and UL standard 1081 (www.ul.com) tested and certified (or the equivalent) and sized
per local guidelines.
T. Electrical
1. The circuits supplying the underwater lighting fixtures or other outlets in the pool area must be low voltage and be protected through an
approved ground fault interrupter which will automatically de-energize the circuit should a short circuit or voltage leak occur.
2. Provide a labeled emergency equipment shut-off switch/button located adjacent to the whirlpool that will shut off all jet pumps/blower and re-
circulating pumps.
3. Lighting
a. All electrical power circuits installed in and around the pool area must be equipped with GFCI/ELCB/RCCB or equal ground fault
interrupters.
b. Direct outdoor lighting away from guestroom windows.
c. Provide a minimum of two UL (www.ul.com) listed wet niche submersible and underwater rated light fixtures for each pool and one
fixture for each whirlpool. Lights must be changeable without draining the pool.
d. Lights are not allowed to be located over the water surface.
e. Lights at the indoor pool area must be on keyed switches or controlled in a location that is not accessible by guests so they remain on
at all times.
f. Refer to Section 2514.08 for minimum light level requirements.
U. House Telephone Outlets
An emergency panic button or emergency telephone is required in the pool area.

directly dial the front desk unless the local jurisdiction requires otherwise. Exterior phone to be within a waterproof enclosure and located
within the pool fenced area.
manned 24-hours a day unless the local jurisdiction requires otherwise.
• Provide an outlet for a house telephone.
V. Furniture, Fixtures and Equipment
Furniture, Fixtures and Equipment

Refer to Section 2515.01.E, Outdoor Furniture, for requirements applicable to this Section.
1. Pool furnishings must be commercial quality. All tabletops must be of a shatter-resistant material. A combination of chairs and chaises must
be provided to seat a minimum of 12 guests at indoor decks and 22 guests at outdoor decks. The minimum seating requirement may
increase for certain markets such as resorts.
3. At least two freestanding sunscreen umbrellas must be provided at outdoor pools or outdoor pool patios.
7. Window treatment is optional at the exterior window for indoor pool areas. If provided, treatment must be roller shades. Frosted glass is
required between the fitness center and indoor pool. Pattern must be approved by Hilton.
8. A pool furniture storage area must be provided in the vicinity of outdoor pools and outdoor pool patios.
10. Plant containers must be incorporated into the overall layout of the furnishings.
W. Safety Equipment
The following safety equipment is required at a minimum and must be provided and/or be readily available at every pool, even when the pool is
closed (including off season):
1. Provide an anti-entrapment (hair, digit and suction) drain cover for all primary drains and suction inlets for all pools, whirlpools, water
features and/or water fountains. Fountains with natural flow or drip and not mechanically powered are not included. All drain covers must
be secured on drains at all times. Properties must retain a letter by the installer that states the cover was installed per the manufacturer’s
instructions.
2. A Safety Vacuum Release System (SVRS) or other approved automatic drain blockage relief system is required for all pools, whirlpools,
water features and fountains that currently have a single main drain installed. All newly constructed pools, whirlpools, water features and
fountains must be designed without the need for a SVRS.
3. A professionally-fitted pool cover must be installed when the outdoor pool and/or whirlpool is closed for the season. The temporary use of
pool covers is prohibited. When used, pool covers and their installation must meet local code regulations.
X. Diving Boards
Temporary or permanent swimming pool diving boards, diving platforms, slides, and/or trampolines are prohibited.
2508.04 Locker Room/Restroom
A. Restroom Proximity
Restroom facilities are required adjacent to the indoor pool area.
D. Unisex Restroom Requirement
A unisex restroom facility is acceptable, code permitting.
E. Entry Doors
The entry door must have self-closing hardware. Single occupant rooms must have a privacy lock set.
F. Finish Options - Locker Room/Restroom
1. Floor: Porcelain tile (12"/300 mm x 12"/300 mm minimum). Rectangular tiles are allowed.
a. Base (minimum): 3"/75 mm porcelain tile
2. Wall: Vinyl wallcovering, porcelain tile, acrylic knockdown, paint. Full height porcelain tile wall is required on all plumbing fixture walls.
K. Plumbing
1. Provide a floor drain. Slope floor to drain.
2. Water closets must have an elongated bowl and be vitreous china with a flush valve.
3. Water closets must have a commercial grade, closed-front, self-sustaining, solid plastic seat. The color of seat and lid must match the
fixture.
4. Exposed plumbing must be chrome-plated.
L. Electrical
1. Provide one power outlet (socket outlet) with GFCI/ELCB/RCCB or equal ground fault protection at 3'–6”/1.07 m above the finished floor
adjacent to vanity.
M. House Telephone Outlets
An emergency panic button or emergency telephone is required in the locker room.

manned 24-hours a day unless the local jurisdiction requires otherwise.
directly dial the front desk unless the local jurisdiction requires otherwise.
N. Furniture, Fixtures and Equipment
1. Restroom accessories are required as follows:
a. Surface–mounted, dual roll, decorative toilet tissue dispenser. Plastic is not allowed.
b. Wall-mounted paper towel dispenser and trash receptacle. Electric hand dryers are allowed when used in conjunction with paper towel
dispensers.
c. Wall-mounted liquid soap dispenser at each vanity bowl
d. Mirrors are required over the water basins. They must be installed with concealed clips or fasteners.
2508.05 Sauna
A. Sauna Requirement
Hot or dry saunas are not allowed.
2508.06 Steam Room
A. Steam Room Requirement
Steam rooms are not allowed.
2509.00 Circulation
Refer to Sections 2514.00, Technical Criteria, and 2515.00, Furnishings, Fixtures and Equipment, for requirements applicable to this Section.
2509.01 Elevators/Lifts
B. Elevator/Lift Controls
Top of elevator/lift controls must be mounted no more than 48”/1.2 m above the finished floor.
C. Operating Panels
A minimum of one operating panel is required in each cab.
D. Door Open Button
Each elevator/lift control panel must be equipped with a "door open" button.
F. Ventilation Requirements
Elevator/lift cabs must be ventilated with a two-speed exhaust fan and concealed vents at the base and ceiling of the cabs.
G. Intercom Requirement
A recessed intercom connected to a constantly monitored location is required in all elevators/lifts.
J. Guest Elevator/Lifts
1. All hotels must have a minimum of two elevators/lifts with a minimum platform area of 28.3 ft²/2.63 m² and a 2,500 lb/1,134 kg capacity.
2. Local codes may require larger capacities or the accommodation of an ambulance stretcher.
4. Finish Options - Guest Elevator/Lifts
a. Floor: Carpet (broadloom and carpet tile), porcelain tile (12"/305 mm x 12"/305 mm minimum), natural stone
1. Base: Recessed, flush or surface mounted stone, metal or plastic laminate base
b. Wall: Decorative plastic laminate panels, decorative panels and mirrors
c. Ceiling: Decorative with lighting. Eggcrate ceilings are not allowed.
6. Hydraulic passenger elevators/lifts are allowed and must have the following minimum cab speeds:
# Floors Up Down Type

2-3 Stories 150 FPM/0.64 m/s 165 FPM/0.84 m/s Hydraulic
2-3 Stories 150 FPM/0.64 m/s 150 FPM/0.64 m/s MRL gearless
4-5 Stories 150 FPM/0.64 m/s 150 FPM/0.64 m/s MRL gearless
7. An elevator/lift study must be submitted on non-prototypical properties. Elevator/lift study must support an average wait time of 40 seconds
with 12 percent handling capacity in a 5 minute period. Variables to be used for the study are 100 percent occupancy, 1.8 occupants per
room. The elevator/lift study must include occupancy in all public areas of the hotel.
8. Elevator/lift walls must have a handrail mounted 32"/810 mm above the finished floor on the back wall or have handrails on both side walls.
9. Minimum width of the passenger elevator door opening is 3’-6”/1.07 m.
12. A rear door opening into the laundry is required when the elevator lobby is directly adjacent to the hotel lobby.
13. If a rear door opening into back-of-house is provided, the door must be operable only by using an employee key to prevent guest access.
K. Parking Garage Elevator/Lifts
1. Parking garages must have a minimum of one elevator/lift.
2. Where multi-level garages are provided, exit stairwells must meet the requirements in Section 2509.04.
3. Parking garage elevators/lifts, when integral with the hotel, must terminate at the lobby level, within view of the front desk. Direct guest
access from parking garage level to guestroom floors must be by card key/room key access.
L. Service Elevator/Lifts
1. Service elevators/lifts are required. All designated service elevators/lifts must have a minimum platform area of 38.5 ft²/3.57 m² and a 3,000
lb/1,360 kg capacity.
3. Service elevator/lift must have the following minimum cab speed:
# Floors Speed Type

2-5 Stories 150 FPM/0.76 m/s Hydraulic/MRL gearless
6-7 Stories 150 FPM/0.76 m/s MRL gearless
8-14 Stories 530 FPM/1.78 m/s Geared/MRL gearless
14-20 Stories 500 FPM/2.54 m/s Gearless/MRL gearless
4. The minimum width of the elevator door opening must be 3'-6"/1.07 m.
6. Service elevator/lift control buttons must be vandal-proof.
9. Service elevator/lift doors must be stainless steel – pressed pattern.
10. Finish Options - Service Elevator/Lifts
a. Floor: Vinyl composite tile, non-skid diamond mesh, porcelain tile (12"/300 mm x 12"/300 mm minimum; rectangular tiles are allowed),
natural stone
1. Base (minimums): 4"/100 mm vinyl; 3"/75 mm stainless steel
b. Wall: Stainless steel - pressed pattern with wall bumpers at 14”/350 mm and 32”/800 mm above the finished floor, plastic laminate
c. Ceiling: Baked enamel paint
11. Protected lighting is required.
2509.02 Elevator/Lift Lobbies
A. Hotel Lobby
1. Elevator lobbies must be a minimum of 6'-0"/1.8 m in depth. Depth must be increased to 8'-0"/2.4 m at elevator/lift lobbies used as a
passageway to a secondary entrance or exit.
3. Call buttons must be available for each elevator/lift bank and must be mounted with the centerline at 42"/1.0 m above finished floor.
4. Heat or touch-sensitive call buttons are permitted, provided there is an automatic auxiliary return in the event of fire or other emergency.
5. An audible signal is required in each elevator/lift lobby indicating the arrival of an elevator/lift cab, along with a directional graphic indicating
the current travel path of each cab.
7. Finish Options – Guest Elevator Lobby – first floor
a. Floor: Porcelain tile, natural stone, wood - tongue and groove, engineered wood
1. Base (minimums): 3"/75 mm porcelain tile, natural stone, wood - stain grade
8. Finish Options – Guest Elevator Lobby – second floor and above
a. Floor: Porcelain tile, natural stone, carpet (broadloom and carpet tile), wood - tongue and groove, engineered wood
1. Base (minimums): 3"/75 mm porcelain tile, natural stone, wood - stain grade
c. Ceiling: Paint on gypsum, acoustic ceiling tile
9. Furniture, Fixtures and Equipment
a. Provide a console table.
b. Provide artwork.
12. An outlet for house telephones must be provided at each elevator/lift landing within the parking garage.
2509.03 Corridors
A. Guestroom/Guest Suite Corridors
Guestroom Corridors
1. Corridors must be a minimum of 5'-0”/1.5 m clear width.
2. Guestroom entry door must be recessed off the corridor but no more than 1’-0”/300 mm.
3. Guestroom corridors must have windows when possible.
4. Finish Options - Guestroom Corridors
a. Floor: Carpet (broadloom and carpet tile), porcelain tile (allowed where shown in the prototype), natural stone (allowed where shown in
the prototype)
1. Base (minimums): 3"/75 mm carpet, wood, porcelain tile, natural stone
2. Long, straight corridors must be visually broken up by providing carpet insets.
c. Ceiling: Paint on gypsum, wood or special finish
2. Provide a minimum ceiling height in guest suite corridors of 8’-0”/2.4 m. Dropped ceilings as low as 7’-6”/2.3 m are allowed in
limited areas.
3. The following are options for ceiling treatments at guestroom doors.

Dropped ceiling at entry doors with wall sconces.
Flat ceiling with wall sconces.
5. Electrical
a. Provide convenience outlets in corridors for housekeeping equipment with spacing not to exceed 50’-0”/15 m on center.
b. Provide decorative light fixtures, wall sconces and/or ceiling fixtures at the locations shown in the prototype drawings.
e. Refer to Section 2514.08 for minimum light level requirements.
7. Window Treatment
Refer to 2515.03 for additional requirements
a. Decorative window treatment is required on guestroom corridor windows.
B. Service Corridor
1. Service corridors must be a minimum of 5’-0”/1.5 m wide.
2. Finish Options - Service Corridor
a. Floor: Vinyl composite tile, natural stone, carpet (nylon broadloom), sealed concrete
1. Base (minimums): 4"/100 mm vinyl; 3"/75 mm natural stone
b. Wall: Epoxy paint
1. Lower 48"/1.2 m of walls must be protected with a FRP wainscot, corner guards, crash/bumper rails, and/or chair rails.
c. Ceiling: Acoustic ceiling tile
3. Provide a minimum of two convenience power outlets (socket outlets) on each wall with spacing not to exceed 50'-0"/15 m on center.
2509.04 Exit Stairs
A. Stairwell Width
The widths of stairwells must not decrease in the direction of egress from the building.
B. Stairwell Landing
Every stairwell landing must have a dimension, measured in the direction of travel, equal to the width of the stairwell or greater.
C. Stairwell Treads and Risers
All stairwell treads and risers must be solid type for the entire width of the stair.
D. Doors
All stairwell doors must include automatic door closures and be self latching.
E. Finish Options - Exit Stairs
1. Floor: Carpet (nylon broadloom) - required on wood frame stairs, sealed concrete
a. Treads at a minimum must be exposed, hand troweled concrete with sealer and non-skid nosings of contrasting color.
b. Landings at a minimum must be exposed, hand troweled concrete with non-slip finish and hand sealed.
c. Base (minimum): 4"/100 mm vinyl
2. Wall: Paint
3. Ceiling: Paint
4. A class "A" flame spread rating is required for all finishes.
F. Rising Mains
If stairwells contain dry and wet rising mains, all valves must be locked and fitted with tamper switches.
G. Lights
Lights are not allowed to be manually operated and must remain on when the space is occupied.
H. Light Levels
2510.00 Guestroom/Suites
Refer to Sections 2514.00, Technical Criteria, and 2515.00 Furnishings, Fixtures and Equipment, for requirements applicable to this section.
A. Room Types and Layouts
1. Minimum Size Requirements
Refer to the prototype drawings for typical room types and layouts. These room sizes must be considered minimums. These layouts must be adhered
to unless otherwise agreed to by Hilton.
B. Connecting Rooms
1. Connecting Room Percentage
A minimum of 10 percent of the guestrooms must be connecting. (Example: a 100 key hotel would have five rooms connecting to another five rooms
for a total of 10 connecting rooms.) The connecting rooms must be comprised of a variety of room and suite types including wheelchair-accessible
rooms. No more than half of the required minimum combinations are allowed to include wheelchair accessible rooms.
D. Smoking Guestrooms
All smoking guestroom locations must be approved by Hilton. Refer to Section 1606.01 for required number of smoking rooms.
2510.01 Doors
A. Entry Doors
1. Doors must be 1-3⁄4"/44.5 mm solid-core, stained wood veneer doors. Panels must allow for proper mounting of evacuation signage.
B. Entry Door Frames
1. Framed, non-masonry walls must be reinforced on the “strike” side of the jamb to prevent prying and flexing for security control.
C. Entry Door Hardware
1. Provide electronic lockset from a Hilton approved manufacturer. Refer to Section 2514.00 Technical Criteria for detailed standards.
2. Entry doors must have adjustable type, automatic, 2-stage hydraulic door closer. Hold-opens of any type are not allowed at guestroom
doors.
3. Entry doors must have sound stripping.
4. Tamper-proof, 180 degree one-way viewers with cover (on guestroom side) are required for all guestroom entrance doors and must be
installed 5’-0”/1.5 m above finished floor and secured in a manner that must not be removed from the corridor side of the door.
5. A safety (flip) latch is required for all entrance doors. Locate 4’-11”/1.5 m maximum above finished floor. Surface mounted safety chain locks
and swing bar door guards are not allowed.
7. Provide a natural stone, quartz composite or approved vinyl (2-3/4" /70 mm width) threshold at the guestroom entry.
8. Provide a door sweep.
9. Door hardware for all properties must be satin stainless steel or satin chrome. The finish on all hardware must be the same, including
hinges.
10. Kick plates are not allowed.
D. Connecting Doors
1. When guestrooms are connected, they must be separated by two doors.
2. The door frame must be the full width of the wall thickness.
3. Hold opens of any type are not allowed.
4. Each door must have a latch set with an operating lever on the room side only.
5. Each door must have a thumb-turn deadbolt with 1"/25 mm throw on guestroom side. A blank plate must be installed on the opposite side of
the door.
6. A safety latch, same as on entry door, must be provided on each door.
7. Sound stripping, same as on entry door, must be provided on the door frame of each door.
8. Provide door sweeps the same as entry door on both doors for sound attenuation. Automatic drop down seals are also permitted.
9. A threshold matching the entry door must be provided. Threshold must be as wide as the door frame.
10. All hardware finishes must match the entry door hardware finish.
E. Sliding Glass Doors
1. Sliding glass doors must have a non-keyed, auxiliary/additional locking device. Surface mounted safety door chains are not allowed.
2. Sliding glass doors must be shatterproof or have tempered glass.
3. The sliding panel must be mounted on the interior track to prevent any removal of the door from the exterior.
2510.02 Windows
A. Window Area
Refer to prototype drawings for size and location of required guestroom windows.
B. Operable Windows
Operable windows, if provided, must have a screen and a childproof locking device approved by Hilton and are not allowed to open more than
4”/102 mm unless required otherwise by code. Once opened, the window must remain in the open position without having to be propped open.
D. Window Sill Materials
Window sills must be provided in all instances (even above PTACs) and they must be a natural or engineered stone compliant with Section
2515.04.
2510.03 Finish Options - Guestrooms/Suites
A. Floor: Carpet (broadloom and carpet tile), porcelain tile, natural stone, wood - tongue and groove, engineered wood
2. Base (minimums): 3"/75 mm carpet, porcelain tile, wood; 4"/100 mm natural stone. Tile base is required at tile floors.
3. Tile flooring is required at the guestroom entry.
5. Hard surface flooring is acceptable in guestrooms only where shown in the prototype drawings. Alternate locations must be approved by
Hilton.
B. Wall: Vinyl wallcovering, acrylic knockdown, paint
2. When vinyl wallcovering is used in the guestroom, closets must have wallcovering.
3. When knockdown is used in the guestroom, closets must receive smooth paint.
C. Ceiling: paint on gypsum - smooth or orange peel
2. When less than 4’-0”/1.22 m wide pre-cast concrete floor planks are used, a furred drywall ceiling must be installed.
3. Ceilings must be a minimum height of 8’-0”/2.4 m.
4. Entry ceilings must be a minimum height of 7’-2”/2.2 m.
2510.04 Closets
A. Walk-in Closet/Open Closet
All guestrooms must have an enclosed closet a minimum size of 1'-9"/525 mm deep x 2'-6"/760 mm wide.
B. Closet Shelf/"Uncloseted" Closet
Closets must include a laminate-covered shelf. The shelf must have a depth of 15"/380 mm and be mounted at 5'-10"/1.8 m above the finished
floor in all rooms. Fitted below the shelf must be a chrome or stainless steel bar not less than 1"/25 mm diameter.
C. Doors
Closets must have sliding (bypass) wood doors with top and bottom tracks or have hinged bi-parting wood doors. Door style must coordinate
with the other interior room doors. Coordinate wood door frame finish with adjacent hardware.
2510.05 Bed
A. Bed Frame/Base
1. Bed bases are required except when frames are required for accessibility.
2. A minimum 7.25”/184 mm high bed base must be provided to achieve a typical top of bed height of 26”/650 mm. Bed height is the
measurement of the finished bed including base and mattress set (bedding not included). Accessibility requirements for the jurisdiction must
be verified and followed as they may be more restrictive.
B. Platform Beds
1. Platform beds are required. They must comply with the following:
The platform must be constructed by the case good manufacturer and any exposed wood must have a furniture quality finish. Refer to the
Guestroom FF&E Specifications for required detailing.
The platform must have wood or metal legs.
Bed skirts are not required with platform beds.
Box springs are not required for platform beds.
C. Mattress Sets
4. Mattress sizes are:

72"/180 cm x 80"/200 cm
60"/150 cm x 80"/200 cm
53"/135 cm x 80"/200 cm
47"/120 cm x 80"/200 cm
6. Brand approved mattress must be installed.
D. Bedding
1. Refer to Section 902.02.F for all top of bed bedding.
2510.06 Furnishings, Fixtures and Equipment
Refer to Section 2515.00 for general FF&E requirements.
A. Furnishings
1. Refer to the prototype drawings for required furnishings. Alternate room sizes and furniture plans must be submitted to Hilton for approval.
3. There must be a minimum clearance of 12"/300 mm between beds or between any bed and the wall.
4. Headboard
a. Headboards must be the same width as the mattress or wider and have a minimum overall height of 26”/650 mm or more above the
bed. Wall panels that exceed these requirements are allowed when shown in prototype drawings or when approved by Hilton.
Headboards must be upholstered.
b. Headboards must be anchored securely to the wall with cleats.
c. Upholstered headboards must be hygienic, easily cleanable and easily removable.
d. Design must be coordinated with outlet locations to prevent conflict.
f. The base of the wall hung headboard must be a minimum of 2"/50 mm below the top of the box spring.
5. Bedside Surface
a. Guestrooms with a single bed must have a bedside surface on each side of the bed. Guestrooms with two beds must have at least one
bedside surface adjacent to each bed. The surface may be shared but the size must accommodate both beds and all required
appliances.
b. Bedside surface must be attached to the headboard where shown in the prototype drawings.
c. The surface must support a minimum of 250 lbs/115 kg
d. The top surface must be within 2"/5 cm of the top of the mattress.
g. Top surface must be a material compliant with Section 2515.04.
h. Design must be coordinated with outlet locations to prevent conflict.
i. A minimum of 3”/75 mm must be provided between the bedside surface and the mattress for top of bed linens.
7. Guest Storage
a. A minimum of 3 ft³/0.08 m³ of concealed storage, measured inside, must be provided for each guestroom. Storage type and placement
within the guestroom must be reviewed and approved by Hilton.
e. The top surface material must be compliant with Section 2515.04. All other surfaces (sides, drawer fronts, legs, end panels, etc.) must
comply with Section 2515.01.
f. Design must be coordinated with outlet locations to prevent conflict.
10. Entertainment Area
a. Refer to Section 2510.09 for television equipment requirements.
b. The casegood unit below the television must be sized according to the television size. The television must never overhang the sides
of the unit. The depth of the unit must accommodate the base of the television and allow the television to swivel without impeding
traffic.
c. Casegoods below the television must have a top surface material compliant with Section 2515.04. All other surfaces must comply with
Section 2515.01.
d. Casegoods supporting the weight of the television and/or television mount must be reinforced.
f. The television must be positioned within view from the bed and work area in typical guestrooms. Televisions in sitting rooms or living
areas must be easily viewed from the soft seating/lounge area. Other areas within the room(s) must be considered and accommodated
when possible.
i. Casegood design must be coordinated with outlet locations to prevent conflict.
11. Television armoires are not allowed.
12. Work Area
a. Surface area must be a minimum of 1,100 in²/0.70 m².
b. Top surface must be a material compliant with Section 2515.04. All other surfaces (sides, drawer fronts, legs, end panels, etc.) must
be solid wood, laminate or veneer. All sides must be finished.
14. Breakfast/Side Tables
a. Breakfast/side tables are required in all rooms where shown on the prototype drawings.
b. The breakfast/side table must be 25”/635 mm - 30”/760 mm high with a minimum top surface of 300 in²/0.20 m².
c. Top surface material must be compliant with Section 2515.04. All tops must be securely mounted to the base.
d. Pedestals and bases must have plastic glides and may be wood or plated metal with finishes matching or complementing other case
pieces in the guestroom.
15. End Table
a. End tables are allowed in all rooms with a sofa.
b. Minimum dimensions: 22”/560 mm diameter x 25”/635 mm high.
c. Top surface must be compliant with Section 2515.04 other surfaces (sides, drawer fronts, legs, end panels, etc.) must be solid wood
or veneer. If glass tops are used, they must be set into a frame with no solid bottom.
16. Coffee Table
a. Coffee tables are required where shown on the prototype drawings.
1. Tables must be 18”/450 mm to 26”/650 mm high with a minimum top surface area of 600 in²/0.40 m².
2. Coffee tables must be a single piece unit and easy to move when used with a sofa bed.
3. Top surface must be compliant with Section 2515.04. All other surfaces (sides, drawer fronts, legs, end panels, etc.) must be solid
wood or veneer.
b. Hinged leaves are not allowed.
17. Sofa Bed
a. Sofa beds must be provided when shown in the prototype drawings.
18. Ottoman
a. Ottomans are required where shown on prototypical drawings.
b. Ottomans must have a minimum top surface area of 430 in²/0.28 m².
c. Ottomans must have commercial construction grade leather or vinyl upholstery. Other fabrics must be submitted to Hilton for approval.
d. Ottoman must have concealed casters or nylon glides.
20. Lounge Chair
a. A lounge chair is required where shown on prototypical drawings. Lounge chair and arms must be fully upholstered.
b. Provide an upholstered footstool that coordinates with the lounge chair.
22. Side Chair
a. An upholstered side chair is required where shown on prototypical drawings. All pieces must be fully upholstered.
24. Work Area Chair
a. A Diffrient World Chair by Humanscale or a Mirra chair by Herman Miller with adjustable armrests is required at the work area in each
guestroom.
c. Ensure that the height of the desk chair is coordinated with the height of the desk work area to avoid damage to the chair arms.
26. Chairs must have heavy duty woven fabric. Refer to Section 2515.02.
28. Hospitality Area
a. Refrigerator
2. Mini-bars are not allowed. Undercounter refrigerators are required and must be a minimum of 1.4 ft³/0.04 m³, 40 liters.
3. Equipment must be installed within the casegood unit as shown in the prototype drawings.
e. Ventilation must be provided, as required by equipment manufacturers.
4. Provide power requirements for equipment behind casegood unit.
B. Artwork
1. Refer to Section 2515.05 for artwork requirements.
2. Branded artwork must be provided. Refer to the Graphics/ Artwork Package.
C. Mirrors
Refer to Section 2515.06 for additional mirror requirements.
1. All guestrooms must have a full length mirror located near the bath door. The mirror must be framed. There must be no visible clips or
fasteners.
2. A framed mirror is required over the desk.
D. Lighting Fixtures
1. See the prototype drawings for light fixture locations.
3. All lamps must pass the Underwriters Laboratories tip test or CE certificate (declaration of conformity).
4. Light fixture finish must be appropriate to the overall design of the room. Plastic is not permitted except for the switch.
5. Lamp shades must be of light-colored, translucent material to distribute light throughout the room. Opaque or dark-colored shades are not
allowed. Lamp shades throughout the guestrooms must be coordinated (same style color and material).
13. Hardwired Fixtures
a. Recessed can light fixtures must be provided at the entry as shown on the prototype drawings.
14. Portable Fixtures
a. Electrical cords must be as short as possible. Excess length must be removed or concealed.
c. Table lamps must have a power outlet (socket outlet) and lamp switch (rocker style) in the base. The outlet is not required if it is
provided by other means above the counter.
e. All portable fixtures must have felt protective padding secured to the bottom.
15. Table Lamps
a. A table lamp is required where shown in the prototype drawings.
16. Work Surface Lamp
a. A task lamp is required.
17. Bedside Lamp
a. A light source is required on or over each bedside surface. It may be provided by an overhead recessed fixture and/or a bedside lamp
as shown in the prototype drawings.
b. Style of lamp base and extension must take into account the size of the bedside surface area combined with other equipment
(telephone, clock radio, etc.)
d. Bedside lamps are allowed to be attached to the wall or headboard.
e. Wall lamps must be hard wired except when cords of plug wired lamps are concealed in headboard or behind casegoods.
g. Clearance between surface top and bottom of lamp shade must be sufficient to provide light to the bed area.
18. Floor Lamp
a. A floor lamp is required at the sofa and lounge chair where shown on the prototype drawings.
d. Provide rocker switches on floor lamps. Switches on floor lamps must not be a pull chain or twist switch.
E. Fireplaces
1. Fireplaces are not allowed.
F. In-Room Safes
1. In-room safes are required.
2. The safe must be placed at a comfortable usage height for the guest and must be secured to a stationary object such as inside case goods.
When the safe is placed inside a casegood, the casegood must provide structural integrity to support a minimum weight of 55 lbs/24 kgs for
the safe. Metal supports across the bottom of the drawer/shelf is required.
3. Safes must be a minimum size to accommodate a 17"/43.2 cm laptop computer.
4. Safes are not allowed to have power outlets (socket outlets).
G. Window Treatments
Refer to Section 2515.03.A.7 for Guestroom Window Treatment.
2510.07 Mechanical
A. System Types
1. Select an appropriate air conditioning unit that is dedicated to individual guestrooms and provides on-demand heating and air conditioning
that complies with the Indoor Environmental Requirements Matrix included in Section 2514.06.
2. Acoustical Requirements: Comply with Indoor Environmental Requirements Matrix included in Section 2514.06.
C. Guestroom/Guest Suite Thermostat
Guestroom Thermostat
1. Remote, wall-mounted, electronic digital thermostat specifically designed for guestroom applications must be provided.
2. Required features are as follows:
a. System on/off selection
b. Automatic or Manual heating/cooling selection
c. Backlit LED/LCD digital display with temperature numerals that are at least 0.5”/12.0 mm in height.
d. Fan mode button that allows guest to have either continuous fan, fan cycling on demand of heating/cooling, and manual speed
selection.
e. Concealed temperature limits for heating and cooling.
f. Provides energy management solution based upon occupancy through a passive infrared occupancy sensor for energy management
and space humidity control that uses wireless interface to building or room automation system. The system should assure that
occupancy status is obtained through an automated sensor however, the sensor is not allowed through the key reader. Key reader
HVAC systems are not allowed.
3. Locate thermostats remotely from the air conditioning device, typically near the bathroom and entry wall in a location unaffected by supply
air drafts.
5. Install interlocks with exterior operable doors that de-energize the air conditioning when they are open.
6. Hilton must review and approve all selections.
2510.08 Electrical
A. Power Outlets
Power outlets (socket outlets) must be placed to allow convenient connection of the individual light fixture. Power cords must be concealed from
guest view.
B. Back-to-back Power Outlets
Back-to-back power outlets (socket outlets) are not permitted between guestrooms. Outlets in walls between guestrooms must be offset
horizontally a minimum of 6”/150 mm.
D. Fire Ratings
Maintain fire rating between guestrooms where devices are located.
E. Power Requirements
1. Locations required:
a. Power outlets (socket outlets) are required where shown in the prototype drawings.
b. Convenience power outlets (socket outlets) are required for use with iron, tea kettle and/or coffee maker. The outlet for the tea kettle/
coffee maker must be located at the hospitality center.
c. Minimum of four power outlets must be provided at the work surface for guest convenience. One must be a USB port. Outlets may be
provided in the base of light fixtures, recessed in the wall or recessed in the work surface.
d. Power outlet (socket outlet) for the work surface lamp must be located below the work surface.
h. Non-switched, power outlets (socket outlets) must be provided at each bedside surface for guest convenience. There must be at least
one socket outlet at each surface and two socket outlets where the surface is shared between two beds. Up to half are allowed to be
USB outlets. Outlets are not allowed in light fixtures and must be for guest use only.
2. Circuits
a. Provide a minimum of two independent power circuits for the general devices and light fixtures, and at least one GFCI/ELCB/RCCB or
equal circuit for the bathroom. Circuit interruption in one guestroom should not affect an adjacent room.
b. The power outlets (socket outlets) at the hospitality center (refrigerator, microwave, and convenience outlets) must be on their own
circuit.
F. Lighting
1. Comply with requirements included in Section 2514.08.
2. A two-way switch must be provided at the guestroom entry door and the headboard wall to operate the entry light where shown on the
prototype drawings.
2510.09 Technology
A. Telephone
1. All guestrooms must contain a telephone outlet at the night stand.
2. Two room suites must also contain a telephone outlet in the living area.
3. Telephone outlets must be mounted at standard code heights out of guests’ view.
B. Internet Access
1. Refer to Section 2514.09 for requirements in the guestroom.
2. When wired, an Internet connection must be provided above the work surface, mounted horizontally at 34"/864 mm above the finished
floor.
C. Television
1. Televisions must comply with the specifications provided in Sections 1706.00 and 2514.09.
3. Televisions must be viewable from desk.
2512.00 Guest Bathroom
Refer to Sections 2514.00, Technical Criteria, and 2515.00 Furnishings, Fixtures and Equipment, for requirements applicable to this section.
A. Bathroom Fixture Requirements
The inside finished dimensions as shown in the prototype drawings are minimums.
2512.01 Doors
A. Doors
Door type and style must be as shown in the prototype drawings. Bathroom door type and style must match entry door.
B. Door Width
Clear width of door opening, when fully open, must be 29.5”/750 mm or greater.
C. Door Hardware Requirements
All hardware must be commercial grade and have a finish to coordinate with surrounding bath accessories or entry door hardware.
D. Hardware must be provided to close bathroom door when guestroom entry door is opened. It is permissible to swing the door into the bath if the
bath is deeper than 5’-0”/1.52 m for clearance at the toilet.
E. Swinging Door Locking Hardware
Swinging doors must have a lock. They must also have a latch or pull that operates from either side, except when locked. Swinging door locks
must release by turning the inside lever and by closing the door; an emergency device must release this lock from the outside of the bathroom.
2512.02 Finish Options - Guest Bathroom
A. Floor: Porcelain tile, natural stone
1. Base (minimums): 3"/75 mm porcelain tile, natural stone
2. The bathroom door threshold must be a single piece of natural stone or quartz composite. Threshold is not permitted if tile floor extends
past bathroom entry door.
B. Wall: vinyl wallcovering, porcelain or ceramic tile, natural stone
3. Rectangular-shaped tiles are permitted; they must be plank-shaped.
6. Moisture-resistant gypsum board is required.
7. Tub/shower surrounds: Porcelain or ceramic tile, cultured marble
b. Exposed and visible edges of surround panels must have a factory-finished edge.
c. Surrounds must extend to the ceiling.
C. Ceiling: Paint
1. Ceiling must be moisture resistant gypsum board.
2. Ceilings must be a minimum height of 7’-4”/2.25 m.
2512.03 Mechanical
A. Mechanical Exhaust
The bathroom area must be mechanically exhausted to the exterior as described in Section 2514.06.
B. Re-circulating Type Exhaust
Re-circulating-type exhaust is not allowed.
C. Noise Level
1. If individual exhaust fans are used, select for maximum inlet noise level of 2.0 sones per AMCA Standards at design air flow and static
pressure.
2. If a central exhaust fan is used, design for noise levels within the guestrooms that comply with Section 2514.06.
D. Exhaust Fan Wall Switch
Provide separate wall switch for exhaust fan. An occupancy/motion sensor controlled exhaust fan is not allowed.
E. Toilet Exhaust Termination
Toilet exhaust must terminate to the exterior at the roof level.
2512.04 Fixtures/Plumbing
A. Plumbing Fixture Requirements
Provide white plumbing fixtures (shower pan, bathtub, water closet and water basin) with chrome-plated exposed drain lines.
B. Fixture Trim Finish Coordination
Fixture trim must be brushed or polished chrome. All finishes must coordinate in color.
C. Overflows
Bathtubs and water basins must provide a gravity overflow outlet sized for full flow rate.
D. Stoppers
Provide metallic, mechanical lift type operated stoppers from the overflow or twist and lift stoppers.
E. Bathtubs
3. All bathtubs must be a minimum of 5’-0”/1.5 m long.
4. Acceptable bathtubs:
a. Cast iron bathtubs that meet the following minimum requirements:
1. An acid-and scratch-resistant enameled finish on a single one-piece, sand-cast base with integral apron.
2. An integral slip-resistant surface on the bottom of the well meeting ASTM F462-79 (2007) Slip-Resistant Bathing Facilities
(www.astm.org).
3. Integral lumbar support/sloped back.
b. Porcelain-on-steel composite bathtubs that meet the following minimum requirements:
1. An acid-resistant enameled finish on a minimum 16-gauge one-piece, steel-formed bathtub with an integral apron and an acrylic-
composite backing on the underside of the bathtub.
(www.astm.org).
3. Straight tiling bead/flange.
4. Fully-bonded or integrated support on the bottom of the bathtub unit for support strength, sound deadening and heat retention.
c. Porcelain-on-steel (POS) bathtubs that meet the following minimum requirements:
1. An acid-resistant enameled finish on a minimum .0598”/1.5 mm thickness (16-gauge), one-piece, steel-formed bathtub with an
integral apron.
(www.astm.org).
4. Fully-bonded or integrated composite material on the bottom of the bathtub unit for support strength, sound deadening and heat
retention.
5. Unacceptable bathtubs: Fiberglass, acrylic, plastic, bathtub liners, applied bath mats or strips
F. Showers
3. The minimum shower receptor dimensions must be 60”/1.5 m x 30”/760 mm.
4. Acceptable shower receptors:
a. Cast iron receptors that meet the following minimum requirements:
1. An acid-and scratch-resistant enameled finish on a single one-piece, sand-cast base with integral apron.
(www.astm.org).
b. Porcelain-on-steel composite receptors that meet the following minimum requirements:
1. An acid-resistant enameled finish on a minimum .0598”/1.5 mm thickness (16-gauge), one-piece, steel-formed receptor with an
integral apron and an acrylic-composite backing on the underside.
(www.astm.org).
4. Fully-bonded or integrated support on the bottom of the tub unit for support strength, sound deadening and heat retention.
c. Porcelain-on-steel (POS) receptors that meet the following minimum requirements:
1. An acid-resistant enameled finish on a minimum .0598”/1.5 mm thickness (16-gauge), one-piece, steel-formed tub with an integral
apron.
2. A slip-resistant surface on the bottom of the well meeting ASTM F-462 Slip-resistant Bathing Facilities (www.astm.com).
4. Fully-bonded or integrated composite material on the bottom of the tub unit for support strength, sound deadening and heat
retention.
d. Single-piece cast marble receptors.
g. High grade acrylic sheet with GRP reinforcement or resin/high rigid urethane mix with slip-resistant finish meeting minimum Group B –
DIN 51097 & R10 DIN 51130 or Pendulum minimum 36 wet or dry.
5. Unacceptable shower receptors: Fiberglass, plastic, acrylic
7. Shower enclosure
a. Shower screens must be commercial grade, glass in the form as shown in the prototype drawings.
G. Water Closet
1. Provide a tank type, vitreous china water closet with an elongated bowl. 1.6 gallons per flush/6.06 liters per flush. 1.28 gallons per flush/
4.85 liters per flush or dual-flush.
2. Water closets must have a commercial grade, closed-front, solid plastic seat with cover. The water closet seat and lid must remain in an
upright position without being held. The color of seat and lid must match the fixture.
3. Water supply must be mounted approximately 10”/254 mm above the floor to avoid conflict between the escutcheon plate and wall base.
H. Bathtub and Shower Controls
1. Bathtub/Shower Applications: Valve must be anti-scald, pressure and/or thermostatic automatically compensating mixing valve type.
Construction must include integral stops, high temperature limit adjustment and replaceable cartridges. Brass/Bronze construction required
for the main body. Lever operation of the valve is required for manual valves. Unless integral diverter is provided as part of the mixing valve,
a lift knob for shower diversion must be located on top of the bath spout.
a. Minimum requirements:
1. Compliance to ASSE 1016 and/or EN 1111.
2. Single Showerhead and combination showerhead/hand shower applications: Valve must be anti-scald, pressure and/or thermostatic
automatically compensating mixing valve type. Construction must include integral stops, high temperature limit adjustment and replaceable
cartridges. Brass/Bronze construction is required for the main body. Lever operation of the valve is required for manual valves. If applicable,
lever or push button diverter actuation may be used. Diverter must be integral to the control valve or located within 1'-8"/0.5 m from the
control valve.
a. Minimum requirements:
1. Compliance to either ASSE 1016 and/or EN 1111.
4. Valve trim: All finished exposed trim (including exposed valves) must meet minimum code requirements for corrosion in compliance to
ASME A112.18.1/CSA B125.1. Trim must include identifiable control setting by symbols, letters or graphics/colors to indicate “off”, “cold”
and “hot” operation for the control valve.
5. All valves and trim must be approved by Hilton.
7. Showerheads
a. Provide an adjustable flow rate showerhead with fine and coarse spray. Showerhead must incorporate flow rate restrictor providing a
maximum flow of 2.5 GPM/9.5 LPM at minimum delivered water pressure of 30 PSI/2.1 bar. Showerheads/hand showers rated at or
below 2.0 GPM/7.6 LPM must comply with minimum performance standards for low flow heads similar to USEPA Water Sense listings.
Showerhead must be approved by Hilton.
b. All showerheads/hand showers must be code listed indicating compliance to a formal standard and the markings should appear on the
device. The code listing should include minimum corrosion standards.
c. Rough-in for the showerhead must be 6'-10"/2.08 m to 7'-0"/2.1m above the finished floor. Exception: showerheads on an adjustable
bar/rail, in which case the bottom of the showerhead must reach at least 6'-6"/2.0 m.
I. Vanity Faucets
1. Provide commercial grade faucets with dual lever handles with quarter turn feature and 8”/200 mm centers, or single-lever handles. Fixtures
must be plated brass with replaceable cartridges, as manufactured by nationally known manufacturers. Lever handles must not have
exposed screws. Lever-activated waste stoppers are required.
2. Each hot and cold water supply must have an individual shut off valve.
3. All properties must have a 1.5 gpm/5.6 lpm aerator.
J. Water Basin
1. Water basin must be an undermount/bottom-set vitreous china bowl.
2512.05 Electrical
A. Illuminated Rocker Switch
Provide a wall switch immediately adjacent to entrance of bathroom.
B. Light & Exhaust Fan Switch
Lights and exhaust fan must be switched separately.
C. Power Outlets
Two GFCI/ELCB/RCCB or equal power outlets (socket outlets) must be located at one end of the bathroom vanity for convenient use of
personal care appliances (unless prohibited by local law).
D. Light Switch & Electric Outlet Locations
Locate the light switch and power outlets (socket outlets) so they do not conflict with the mirror, vanity backsplash or towel holder.
2512.06 Lighting
A. 2514.08 Requirements
Comply with requirements included in Section 2514.08.
B. Damp Location Lighting
All guest bathroom lighting must be approved for a damp location.
D. Wall Sconces
Bathroom lighting must be an integral lit mirror supplemented with a recessed ceiling fixture centered over the vanity bowl and a vapor resistant
fixture ceiling mounted over the bathtub/shower area. Backlit mirrors may be used.
2512.08 Vanities
A. Wash Basin/Vanity Top Height
The top of the wash basin must be 34"/860 mm high.
B. Base
1. Vanities must be wall mounted and extend wall to wall.
3. The vanity skirt, if of wood construction, must have a catalyzed waterproof finish. Refer to Section 2515.01 for more information on the
construction requirements.
5. If local code permits a hair dryer in the guest bathroom, provide a drawer or a cubby for hair dryer storage.
C. Tops
1. Bowed vanities must be a minimum of 20"/500 mm deep on the sides and enlarge to 24”/600 mm deep at the bowl. Straight vanities must
be a minimum of 22”/560 mm deep.
2. Vanity tops and splashes must be a minimum of 3/4"/20 mm thick granite, engineered stone, glass (semi-frosted underneath) or approved
alternative and be stain resistant. All tops must have a 4”/100 mm backsplash.
2512.09 Bathroom Accessories
A. Bathroom Accessory Materials
All bathroom accessories must be non-corrosive and must match the plumbing fixture trim finish and style. Refer to section 2512.04.B For
required finishes.
B. Internal Wood Blocking
Internal wood blocking secured to studs is required for all wall mounted accessory items.
C. Required Accessories
All guest bathrooms must contain the following accessories:
1. Toilet Paper Holder
a. A single- or double-roll, wall-mounted toilet paper holder, non-restrictor type must be provided.
2. A curved shower rod is required for all rooms that have shower/bathtub compartments. Rod must be oval or round tube and must not rotate
within the mounting bracket. Rod must be mounted 6’-8”/2.04 m above the finished floor to the center line of the rod, vertically centered on
back side of bathtub edge, and permanently secured. Anchors are required to securely fasten to wall. Shower curtains must not be used on
walk-in showers unless required for wheelchair accessibility.
3. Grab Bar
a. A grab bar is required at all bathtubs, at all whirlpools and in all shower enclosures. A decorative, stainless steel (or a finish to
coordinate with surrounding fixtures and accessories) grab bar, 16"/400 mm in length, must be installed vertically on the back wall,
1'-9"/525 mm from the showerhead wall at bathtubs and 1'-1"/330 mm from the showerhead wall at shower enclosures. Whirlpool tubs
must have the grab bar installed vertically on the side wall, directly above the outer edge of the whirlpool. A grab bar is not required at
freestanding tubs. The bottom flange of the grab bar must be 30"/760 mm above the finished floor.
b. All grab bars must be securely anchored and capable of withstanding 250 lbs/120 kgs of pull. Cement adhesive is not acceptable. Grab
bars must have flange covers to conceal the mounting screws. Towel bar must not serve as a grab bar.
4. Soap Dishes
a. Soap dishes must not have grab handles and must not be plastic. For shower-only units and bathtub/shower combos, a soap dish must
be placed in the corner on the showerhead wall, 48”/1.20 m above the finished floor.
5. Towel Storage
a. One 304 stainless-steel towel shelf with a single bar must be provided over tubs where shown on the prototype. The shelf must be
24”/600 mm minimum with 3/4”/19 mm O.D. shelf and bar tubing. Fourteen-gauge support plates must be positioned behind the 2"/51
mm minimum-width wall flange.
b. A 304 stainless-steel, vertical towel rack (ladder-style) with three horizontal bars must be provided in showers where shown on the
prototype. The rack must be 18"/450 mm wide minimum with 3/4”/19 mm O.D. horizontal bar tubing.
c. Alternate solutions must be approved by Hilton.
6. Towel Bar
a. 18”/450 mm towel bar must be installed immediately adjacent to vanity. Towel bar is not allowed over the water closet. The light
switches and power outlets (socket outlets) at the vanity must not be concealed when towels are placed on the towel bar. The towel bar
may be mounted on the face of the vanity.
8. Robe Hook
a. Two single or one double robe hook must be provided. Mount at 6’-0”/1.8 m above the finished floor.
2512.10 Furniture, Fixtures and Equipment
Refer to Section 2515.00 for typical FF&E requirements.
A. Artwork
1. Artwork is required in all bathrooms where shown in the prototype drawings. Refer to the Artwork Package for selection.
B. Mirror
1. A decorative mirror with integral lighting must be provided over the vanity. Mirror may be frameless. There must be no visible clips or
fasteners. Must be installed with tamper-proof wall mounts.
2. Mirror must have an electric de-misting pad on the rear that is linked to bathroom light circuit.
2513.00 Back-of-House
Refer to Sections 2514.00, Technical Criteria, and 2515.00, Furnishings, Fixtures and Equipment, for requirements applicable to this section.
2513.01 Office
A. All Offices
1. Provide, as a minimum, the offices and work areas as shown on the prototype drawings. Hilton reserves the right to require additional
offices dependent upon a particular property’s location.
2. Provide a tamper-proof, 180-degree, one-way viewer at the main office door entry. Install viewer at centerline of door, 5’-0”/1.5 m above the
finished floor.
3. Provide locksets with push-button lock or electronic card reader on all offices. Push-button lock must release with a key, by turning the
inside lever and/or by closing the door.
5. Finish Options - Offices
a. Floor: Carpet (broadloom and carpet tile)
6. All built-in counters, shelves and cabinets must have a minimum plastic laminate finish. Work counters must be 30”/760 mm deep. The top
surface material must comply with Section 2515.04.
7. Mechanical
a. Provide a thermostat for the office area. Separate controls are required for the general manager’s office.
8. Electrical
a. At each desk/workstation there must be a minimum of four dedicated power outlets (socket outlets) and two power outlets (socket
outlets). This must be located within 5'-0"/1.5 m of the workstation. All outlets must be ground. Each dedicated circuit may provide
power for up to three workstations.
b. Provide a minimum of two convenience power outlets (socket outlets) on each wall with spacing not to exceed 20’-0”/6.0 m on center.
c. Provide a power outlet (socket outlet) on a dedicated circuit for the copier.
f. All office lighting must be locally switched.
g. Refer to Section 2514.08 for minimum light level requirements.
9. Provide three telephone/data outlets within 5'-0"/1.5 m of each workstation.
10. Each workstation must be wired as required by Section 2518.00.
11. Provide commercial grade, quality partitions and coordinating furniture in all offices.
12. For each office, provide a minimum of the following:
a. Desk (with pencil drawer and file drawer)
b. Desk chair with arms, five-star base with casters and pneumatic lift. Arms must be coordinated with clearance under the desk.
c. File cabinets (must be lockable)
2513.02 Housekeeping Zones
A. Laundry/Valet
Laundry
1. Provide an onsite laundry (or outsourced laundry services when approved by Hilton). The following standards are applicable to the onsite
laundry.
3. Locate the laundry on appropriate level of the property and acoustically insulate to prevent vibration and noise transmission to other areas
of the property.
6. Dryers must be enclosed in a gypsum board enclosure. Provide at least 2’-0”/600 mm of service access in the rear. Verify all service access
requirements. The door to this enclosure must open out.
7. Provide a lockable linen storage adjacent to the laundry. The room must be sized to accommodate 36 lineal feet of 18”/450 mm-deep
shelving.
10. The laundry must contain the termination of the linen chute.
11. Doors
a. Entrance doors must be 3’-6”/1.0 m wide and a minimum height of 6’-8”/2.0 m.
b. Primary entrance door must have lockset and door closer with hold open feature.
12. Finish Options - Laundry
a. Floor: Vinyl composition tile (allowed in dry areas, but not under large stationary equipment); concrete - steel troweled, triple epoxy
sealed or better
b. Wall: Epoxy paint, moisture-resistant gypsum board (painted), masonry (painted)
c. Ceiling: Acoustic ceiling tile, paint on gypsum
13. Mechanical
a. Provide an independent central HVAC system for the laundry.
c. Dryer Makeup Air and Exhaust System:
1. Provide source for outdoor treated makeup air as required by the dryer manufacturer’s recommendations.
2. Provide combustion air source for gas dryers that comply with NFPA 54 and 90A requirements (www.NFPA.org).
3. In cold climates, protect equipment and piping from freeze potential.
4. Fabricate and install exhaust ductwork to minimize dust or lint entrapment and provide cleanout openings at least 20’-0”/6.0 m.
5. Laundry equipment supplier must provide a wet or dry exhaust vent filter to collect and control lint accumulation.
6. Provide weather-stripped, motorized dampers interlocked to the dryer circuit.
e. Plumbing
2. Provide area floor drains and a continuous trough drain with open grating at the washers/extractors.
3. Provide water temperatures to washing equipment at 165 °F/74 °C or as recommended by the equipment supplier and chemical
system provider.
4. Provide floor drains in front of every other washer.
5. Provide individual shut off valves for each laundry equipment item, for each type of service.
8. Provide a two-compartment linen soaking water basin.
10. Provide water softening for laundry if domestic water supply exceeds five grains of hardness.
11. Where employees handle substances that could injure their eyes or get onto their bodies, provide a plumbed or gravity fed
eyewash station and/or safety shower with floor drain that complies with ANSI/ISEA Z358.1 (www.ansi.org). It must be on an
unobstructed path and accessible within 10 seconds of the hazard. Bottled saline or flushing liquids are considered a secondary
eyewash and should not be used in place of an ANSI compliant unit.
14. Electrical
a. Provide power as required for washers/extractors, dryers and ironers.
b. Refer to Section 2514.08 for minimum light level requirements.
d. Provide a minimum of two power outlets (socket outlets) on each wall with spacing not to exceed 20’-0”/6.0 m on center in laundry.
e. Provide a GFCI/ELCB/RCCB or equal ground fault protected power outlet (socket outlet) behind each washer for service and
detergent dispenser.
f. Provide a GFCI/ELCB/RCCB or equal ground fault protected power outlet (socket outlet) behind dryers for service.
15. Provide an outlet for a wall-mounted house telephone.
16. Equipment
a. All laundry equipment must be installed with vibration isolators.
d. Laundry equipment must be based upon 11 lb/5.0 kg -13 lb/5.9 kg of laundry per guestroom.
e. Provide a small commercial grade washer and dryer in hotels without full service laundries.
17. Provide a laundry folding table with adjustable heights.
B. Linen Chute
1. Linen chutes are required.
2. Direct access from a guest corridor or any other public area is not allowed.
3. The linen chute must be 24”/600 mm diameter with an 18”/450 mm square access door on each guestroom floor.
4. Linen chutes must run vertically. Offsets are not allowed. The linen chute must terminate in the sorting area of the laundry.
6. Linen chute discharge doors must be top-hinged with fusible link release, fire/smoke seals and when closed must be at least 6’-0”/1.8 m
above the finished floor.
7. The linen chute must have self closing, self-locking doors. Doors must be interlocked unless the chute area is locked off from the public.
C. Housekeeping
4. Provide a housekeeping office off the service corridor as shown in prototype drawings.
9. Doors
a. Housekeeping entrance door must have a view panel and lockset.
12. Mechanical/Plumbing
b. Where employees handle substances that could injure their eyes or get onto their bodies, provide a plumbed eye-wash station and/or
safety shower that complies with ANSI/ISEA Z358.1-2009 (www.ansi.org) with floor drain. It must be on an unobstructed path and
accessible within 10 seconds of the hazard.
2513.03 Engineering
A. Size Requirement
The engineering area must be a minimum of 54 ft²/5 m².
G. Workbench/Desk
Provide a workbench.
H. Door
2. Doors must have a lockset.
I. Finish Options - Engineering
1. Floor: Vinyl composite tile, concrete - steel troweled and sealed (only when room does not open off a public area)
a. Base (minimum): 4"/100 mm vinyl
2. Wall: Paint
3. Ceiling: Acoustic ceiling tile
K. Workbench Convenience Power Outlets
Above the workbench, provide a minimum of six convenience power outlets (socket outlets) at 48”/1.2 m above the finished floor.
L. MATV Outlets
Provide two MATV outlets at 48”/1.2 m above the finished floor above the workbench.
M. Power Tool Power Outlets
Above the workbench, provide a minimum of two power outlets (socket outlets) sized for power tools.
N. Stationary Power Tool Power Outlets
When a full workshop is provided, provide a minimum of two power outlets (socket outlets) on separate circuits sized for stationary power tools.
O. Wall Convenience Power Outlets
Provide a minimum of two convenience power outlets (socket outlets) on each wall with spacing not to exceed 20’-0”/6.0 m on center.
P. PMS Connection
Provide a property management system connection at the engineer’s desk.
R. Desk Telephone Outlet
Provide a telephone outlet at the engineer’s desk.
S. Light Levels
2513.04 Employee Facilities
A. Break Room
Dining/Break Room
1. A break room must be included as shown on the prototype drawings.
8. Doors, when accessed directly off a service corridor, must have a glass vision panel.
9. Finish Options - Dining/Break Room
a. Floor: Vinyl composite tile, vinyl sheet, porcelain tile
1. Base (minimums): 4"/100 mm vinyl, 3"/75 mm porcelain tile
b. Wall: Paint
c. Ceiling: Acoustic ceiling tile, paint on gypsum
10. Furnishings, Fixtures and Equipment
a. Provide counter and cabinets to house microwave, full-size refrigerator and sink with hot and cold water.
b. Provide a minimum of one table with high pressure laminate top and four chairs.
c. Provide a microwave, full-size refrigerator and full -size stainless-steel water basin.
12. A data line extension from the Computer/Telecom room and four power outlets (socket outlets) for a computer are required if room is used
for training.
13. Provide a minimum of one outlet for a house telephone if not adjacent to laundry.
B. Locker Room / Employee Restroom
Locker Room
1. Provide separate men’s and women’s changing rooms for employees.
2. Provide an employee restroom with the number of fixtures required by local code or as are shown in the prototype, whichever is greater.
10. Multiple user rooms require an entry door with stainless steel or aluminum kick plates and push/pull plates. Single user rooms require an
entry door with a lockset and closer.
11. Finish Options - Locker Room
a. Floor: Porcelain tile (if restroom open to lockers), vinyl composite tile
1. Base (minimums): 4"/100 mm vinyl, porcelain tile (with tile floor)
b. Wall: Paint
12. Finish Options - Employee Restroom
a. Floor: Porcelain tile, vinyl composite tile
1. Base (minimums): 4"/100 mm porcelain tile, vinyl
b. Wall: Paint
13. Mechanical/Plumbing
a. Water closets must be vitreous china and flush valve-type with elongated bowls.
b. Water closet seats must be white, solid plastic and be self-sustaining.
c. Wash basins must be wall-mounted.
e. Exposed plumbing must be chrome-plated.
g. Provide a chrome-plated brass floor drain in restrooms. Slope floor to drain.
15. Provide a minimum of one GFCI/ELCB/RCCB or equal, ground fault protected, power outlet (socket outlet) at each water basin.
16. Furnishings, Fixtures and Equipment
a. Provide a mirror above each wash basin.
17. Restroom accessories are required as follows:
a. Dual toilet paper holder.
d. Wall-mounted waste receptacle or waste basket.
e. Wall-mounted paper towel dispenser. Electric hand dryers are allowed when used in conjunction with paper towel dispensers.
f. Wall-mounted liquid soap dispenser at each water basin.
g. A coat hook is required on the back of each door, mounted 48”/1.2 m above the finished floor.
18. A janitor closet with storage shelf and service sink must be provided.
19. Provide a minimum of one locker per 15 guestrooms. When separate rooms are provided for lockers, allocate the number of the lockers
according to employee mix.
20. Lockers must be a minimum of 2.5 ft³/ 0.07 m³, two-tier with a base.
21. Benches in locker rooms must be 9"/225 mm x 4'-0"/1.2 m and secured to the floor.
J. Employee Smoking Area
When possible, provide an employee smoking area that is covered and invisible to guests view with seating, an ash urn, trash can and heater in
cold climates.
2513.05 Storage
A. General Storage Requirements
General storage must be a minimum of 120 ft²/11.14 m² or 1 ft²/0.093 m² per guestroom, whichever is greater.
C. Secured Lost & Found Storage
Provide a secured storage for lost and found.
E. Finish Options - Storage
Finish Options – all storage rooms
1. Floor: Vinyl composite tile, concrete - steel troweled and sealed
2. Wall: Paint
3. Ceiling: Paint, acoustic ceiling tile
F. Wall Convenience Power Outlets
Provide a minimum of one convenience power outlet (socket outlet) on each wall with spacing not to exceed 20’-0”/6.0 m on center.
G. Light Fixture Exclusions
Incandescent light fixtures are not acceptable.
H. Light Levels
I. Gas-Powered Equipment/Flammable Liquid Storage
Gasoline-powered equipment and flammable liquids must be stored in an enclosure away from the main building, in a protected room or in a
cabinet specifically constructed and approved for the storage of flammable liquids.
J. Linen Storage
1. A linen storage room must be provided on each floor.
7. Each linen storage must contain the following elements:
a. Cart storage: Provide space for two carts, each approximately 58”/1.5 m long x 21”/550 mm wide x 44”/1.1 m high.
b. Linen storage: Provide 36’-0”/10 m (total lineal) of 18”/450 mm deep, floor-to-ceiling shelving spaced approximately 18”/450 mm apart.
c. Housekeeping appliances storage: Provide a limited amount of vertical storage space for mops, brooms, etc.
10. Any electrical risers or equipment located within the linen room is required to be enclosed in a serviceable closet or have a lockable panel
cover.
2513.06 Electrical Rooms
A. Door & Hardware
Entry door must have a lockset and door closer.
B. Finish Options - Electrical Rooms
1. Floor: Concrete - steel troweled and sealed, porcelain tile
2. Wall: Paint
3. Ceiling: Paint, acoustic ceiling tile, painted structure
C. Electrical Panel Boxes & Circuits
All electrical panel boxes and circuits must be labeled.
D. Locked Electrical Panel Boxes & Circuits
Unless prohibited by local authorities, all electrical panels and circuits accessible to the public must be kept locked. Electrical panel boxes must
be located in separate panel rooms when possible.
E. Light Levels
F. Electric Shock Treatment Notices
Electric shock treatment notices must be prominently displayed on all switch boards, panel boards, industrial control panels, and motor control
centers that are likely to require examination, adjustment, servicing, or maintenance while energized, to warn qualified persons of potential
electric arc flash hazards. The marking must be located so as to be clearly visible to qualified persons before examination, adjustment, servicing,
or maintenance of the equipment. Notice must also be displayed on the entry door.
2513.07 Mechanical Rooms
A. Door Width
Mechanical rooms (not including small closets) must have a 3'-6"/1.0 m wide door or two 3'-0"/900 mm wide doors for equipment removal. Doors
must have a lockset and door closer with hold open feature.
B. Finish Options - Mechanical Rooms
1. Floor: Concrete - steel troweled and sealed, porcelain tile
2. Wall: Paint
3. Ceiling: Paint, acoustic ceiling tile, painted structure
D. Domestic Water Heating System
1. Provide a temperature gauge in the discharge from each water heater and a separate gauge in the common supply water header leaving
the domestic water heaters.
2. Install adjustable angle, bi-metal, 3"/76 mm dial-type gauge, 0°F/-20°C to 200°F/95°C temperature range in a thermal well appropriately
sized for the pipe.
3. Provide combustion air requirements required by manufacturer and local codes.
E. Floor Drain
1. Provide at least one brass floor drain or as necessary for equipment drains and overflows, arranged to minimize potential tripping hazards.
2. Install suitable trap primer device complete with isolation valve and access for maintenance.
G. Wall Convenience Power Outlets
Provide a minimum of one convenience power outlet (socket outlet) on each wall with spacing not to exceed 20’-0”/6.0 m on center.
H. Electrical Equipment Mounting Height
Any electrical equipment must be mounted 6”/150 mm above floor level to avoid contact with water from potential leaks.
I. Light Levels
2513.08 Computer/Telecom Room
A. Computer Room Equipment Requirements
Computer room must contain the main PBX, Internet, IPTV equipment and the hotel management system equipment.
B. Size Requirement
For hotels with less than 300 guestrooms, a minimum 130 ft²/12 m² room is required. Hotels with more than 300 keys must increase the size to a
minimum 170 ft²/16 m². For non-prototypical hotels, the building layout or use of IDF (Intermediate Distribution Frame) rooms containing remote
cabinets may affect the size requirement.
C. Central Location
The room must be centrally located within the hotel. It may be located remote from the front desk but must only be accessible from back-of-
house areas.
D. Thoroughfare Not Allowed
The room must not serve as a thoroughfare to any other room.
E. Heat/Electromagnetic/Fire/Flood Location Risk
The room must not be located adjacent to any area where there are potential risks for physical damage from excessive heat, electromagnetic
fields, fire or flood.
F. Telecom Equipment Adjacency
For maximum efficiency, the computer equipment room must be within 100'-0"/30 m of the telecom equipment.
G. Weight Support
Floor must be capable of supporting up to 670 lb/ft² / 1000 kg/m².
H. Watertight Ceiling
Floor immediately above the room must be watertight and any openings in the ceiling, walls or floor must be sealed.
I. Structural Columns/Pillars
There must be no structural columns, pillars or other protrusions within the room that prevent full access to walls for mounting of equipment.
J. Windows
Windows are not allowed.
K. Earthquake/Disaster Regulations
The room must meet local earthquake or disaster regulations.
L. Finish Options - Computer/Telecom Room
1. Floor - Electrostatic discharge (ESD) material - tile, paint, carpet or VCT
2. Wall: Paint (walls must be painted white)
3. Ceiling: Painted structure. Suspended ceilings are not allowed. Computer/telecom room must have a minimum ceiling height of 8’-6”/2.6 m.
M. Workbench
A workbench must be provided. The workbench must not serve as a permanent office area but must have a clear workspace for a PC or server.
N. Mechanical / Plumbing
1. An air conditioning / cooling system must be installed to service the computer room which complies with Section 2514.00 Environmental
Control Requirements.
2. Provide a complete computer room type air conditioning system and loaded such that all terminal units within the computer room are not
suspended over IT/Telecom equipment, including any wet piping, appurtenances or condensate drainage. Preferred location of the
equipment is outside the room with ducted air supply to/from the units. Air conditioning to be sized to provide adequate cooling for the
design equipment density in the rack system plus 33 percent for future loads, and all other internal room loads. Equipment must be able to
reject internal heat loads regardless of outdoor temperature.
3. Provide malfunction alarms for high temperature, low temperature and low relative humidity with remote annunciation to the security office
(if applicable) and engineering office.
4. Wet systems are not allowed to pass through the room.
O. Light Switch Location
Light switch for the room must be immediately adjacent to the entry door.
P. Light Levels
Q. Power Outlets
A minimum of sixteen dedicated power outlets (socket outlets) must be provided adjacent to the property management system rack. All outlets
must be grounded.
R. Dado-trunk
The area above the workbench must be fitted with a dual compartment dado-trunk (power and data) running parallel to the floor at a height
somewhere between 3'-0"/1.0 m to 5'-0"/1.5 m. Outlets must be presented in pairs with no fewer than six power and six data.
S. Cabling
Cabling must run over equipment racks in approved cable trays. Refer to Section 2518.00.
T. PMS Equipment & Computer/Telecom Location
Property Management System equipment at workstations must be within 300’-0”/90 m of the computer/telecom Room.
U. Serial Cable Interface of Systems
Interface of systems (telephone/MATV/point of sale) with serial cable must be within 100’-0”/30 m of the Property Management System
equipment in the computer/telecom room. Larger distances require fiber optics in lieu of Cat6 cable.
V. Equipment Racks
Equipment racks must be 42U (31"/800 mm x 39"/1000 mm) with suitable cable management. Racks are allowed to be open or enclosed
models. Enclosed models must be lockable. Specific cabinets with different dimensions may be required by certain vendors.
W. PBX/HSIA Systems Racks
PBX and HSIA systems must be installed in proprietary racks or on standard data racks. They are not allowed to be freestanding.
X. Maneuvering Space
Sufficient maneuvering space must be provided in front and back of the equipment racks for access.
Y. Uninterrupted Power Supply
Uninterrupted power supply (UPS) is required for the computer systems.
1. The system must provide no less than one hour autonomy for the computer systems attached.
7. The UPS must provide adequate surge protection to connected systems.
2513.09 Trash Collection Area
A. Trash Chute Requirements
Trash chutes are not permitted.
B. Trash Collection Room Requirements
Trash collection rooms must be approved by Hilton.
C. Trash Compactor/Container
1. A trash container is required. A trash compactor is allowed.
2. Trash containers must be fully hidden from public view within an enclosure. The enclosure must be a concrete block structure, positioned
away from the main building when possible, with an exterior finish to match that of the main building. The interior must be painted as a
minimum.
5. The charging point of the trash compactor/container must be accessible directly from the receiving area.
7. If the property participates in a recycling program, the trash enclosure must be enlarged to include the commercial recycling container.
8. Provide solid gates that close and secure the area.
9. Painted steel pipe bollards must be installed around the container to prevent damage to walls.
11. Install the compactor/container on a concrete slab and pitch toward a separate sanitary drain (when permitted by the local jurisdiction).
12. Locate a self-priming sanitary drain beneath the compactor/container. Position the drain near one end of the compactor/container area so
that it is accessible when the compactor/container is in place.
15. Provide a hose bib for wash down.
D. Refrigerated Trash Room
1. A refrigerated trash room is required at properties where temperature, location or frequency of trash pickup will cause an odor problem and/
or as required by local code.
2. The refrigerated trash room must be convenient to the receiving/loading dock area and accessible from the kitchen.
3. Provide a 3’-6”/1.0 m wide x 6’-8”/2.0 m high minimum door with automatic closer, kickplate and lockset.
4. Finish Options - Refrigerated Trash Room
a. Floor: Concrete - steel troweled and sealed, porcelain tile
1. Base (minimum): 4"/100 mm quarry tile
b. Wall: Epoxy paint - painted to resist absorption of fats, grease and oils
c. Ceiling: Epoxy paint on gypsum, epoxy painted structure
5. Wash-down capabilities must be provided with floor drainage.
E. Recyclable Storage Room
1. A recyclable storage room, when required by local jurisdiction, must be provided in close proximity to the loading dock/receiving area.
2. Provide a 3’-6”/1.07 m wide x 6’-8”/2.04 m high minimum door with automatic closer, kickplate and lockset.
3. Finish Options - Recyclable Storage Room
a. Floor: Concrete - steel troweled and sealed or better
1. Base (minimum): 4"/100 mm quarry tile
b. Wall: Epoxy paint
c. Ceiling: Epoxy paint on gypsum, epoxy painted structure
4. Wash-down capability must be provided with floor drainage.
5. Provide power outlets (socket outlets) as required for fixtures and equipment.
6. Provide a baler, crusher, etc. as necessary to properly package recyclables for removal and dumping.
2513.10 Receiving Area
A. Designated Receiving Area
Designated receiving area must be provided for food, laundry, housekeeping and maintenance supplies.
I. Receiving Area Location
Receiving area must be located for easy access for trucks and to minimize circulation conflict with guests.
K. Doors
1. Provide a pair of 3’-0”/920 mm wide x 6’-8”/2.04 m high doors, as a minimum, from the receiving area into the property.
2. Doors must be lockable with door closers and hold open feature.
P. Hose Bib
Provide a frost-proof hose bib adjacent to receiving area for area wash-down.
Q. Electrical
1. Provide insect fan above receiving area entrance to building.
2. Provide a waterproof, GFCI/ELCB/RCCB or equal convenience outlet.
2514.00 Technical Criteria
2514.01 Doors and Windows
A. Public Area Door Height & Width
All public area doors must be a minimum of 6’-8”/2.0 m in height and be a minimum of 3’-0”/900 mm in width.
B. Guestroom/Guest Bath and BOH Door Height & Width
Guestroom entry, guest bathroom and back-of-house doors (leaf) must be a minimum of 6’-8”/2.0 m in height. All doors must be a minimum of
3’-0”/900 mm in width except guestroom bath doors are allowed to be 2'-8"/800 mm wide.
C. Exterior Doors to Public Areas
Exterior doors to all public areas must be aluminum and glass.
D. Exterior Door Weather Stripping
Exterior doors must have weather-stripping with the appropriate type of threshold.
E. Out-swinging Exterior Metal Doors
Out-swinging exterior metal doors must have closed tops.
F. Interior/Exterior Metal Door Requirements
When metal doors are used on the interior, they must be must be a minimum 18 gauge (.0478 inch/1.214 mm) cold-rolled steel with a minimum
16 gauge (.0598 inch/1.519 mm) cold-rolled steel welded frame. When metal doors are used on the exterior, they must be a minimum 16 gauge
(.0598 inch/1.519 mm) ‘A-60’ galvanized.
G. Door Frame Requirements
Door frames must be welded or knockdown three-piece metal frame or knockdown with snap-on trim and must be properly secured and
installed. Metal frames with snap-on trim must meet the following requirements:
Fabricated from fire rated prefinished steel, 18 gauge
Casing/snap-on trim must have a simple, rectangular profile.
Decorative profiles such as "colonial" design are not permitted.
Casing clips must be heat treated spring clips
Corner miter guard must be a mechanical connection between upright/vertical piece and header casing.
14 gauge hinge reinforcement plates
Factory finished hot dipped galvanized base with factory applied finish paint
I. Doorstops
Provide doorstops for all doors.
J. Kick Plates
All back of house doors subject to heavy traffic must have stainless steel kick plates. Kick plates are not allowed on public or guestroom area
doors.
K. Hinged Doors
Hinged doors must have lever hardware. For instances when panic hardware is required instead of lever hardware, refer to 2516.05.C.5.
L. Hinges
All doors must have a minimum of three commercial-grade hinges.
M. Doors & Door Hardware Style & Finish
All doors and hardware for doors to electrical and telephone closets, stairwells and other non-public spaces on guestroom floors must match, to
the extent possible, the style and finish of the guestroom entry doors.
O. Electronic Locks
Electronic locksets are required in the following locations (deadbolt must be removed with the exception of the guestroom entry):
1. Main entry door to the property (when required by 2502.01.F)
2. Each guestroom entry
3. Business center
4. Fitness Center
5. Indoor swimming pool entry and secondary entries (exception: entry from secure outdoor patio)
6. Guest Laundry
7. Meeting rooms
8. Boardroom
9. Computer/Telecom Room
14. Secondary guest entrances to the public corridors
P. Electronic Lock Vendors
Electronic locksets must be procured from approved vendors and have the following minimum features:
1. A mechanical override (hard key) is not allowed.
2. An encoded key card/FOB must be used for operation.
3. An audit/interrogation feature must be provided.
4. The deadbolt must be engaged by a turn piece on the inside of the guestroom.
5. The deadbolt and latch bolt must both retract when the inside lever is turned.
6. The lever must remain in a horizontal position when not in operation, and inside guestroom lever must remain in perpendicular position
when not in use.
7. RFID/Radio frequency identification (contact-less) locks are required and must have Hilton BLE compatibility for integration with the Hilton
‘Straight to Room’ program.
R. Restricted Area Locking Devices
Restricted areas of the hotel must have an access-control system incorporated into door-locking devices. Approved devices are card access
systems, digital keypad systems or remotely-controlled electronic door latches. Areas that must be provided access-control devices include, but
are not limited to:
1. Entrance to front office area
2. Back office areas accessible from public corridors
3. Employee entrance, if not monitored
4. Connecting door when provided to the office area from the business center
5. Back-of-house access from meeting rooms
14. Luggage storage room(s)
S. Wall Covering Caulk
Caulking to match wall covering is required around all door frames.
T. Acoustic, Smoke Seals, Neoprene Silencers
Vinyl bulb weather-stripping must be provided on all exterior doors.
U. Rooftop Exit Locking Requirements
All rooftop exits must be equipped with a panic bar or other releasing device, latching hardware and an alarm that is monitored in the security
dispatch office or PBX. These doors must have a sign on the inside face indicating the door is alarmed and to be used in emergency situations
only, if accessible to the public.
V. Internal Windowsill Finishes
Internal windowsills must be granite, quartz, natural stone or approved composite solid surface material. Wood, drywall, plastic laminate and
metal are not allowed.
W. Window Material Requirements
Windows must be standard aluminum with clear dual glazing and a finish compatible with other window trim. Extruded polymer (uPVC) windows
are an acceptable alternative when they have galvanized steel reinforcement (minimum 0.08”/2 mm thick) and minimum 0.106”/2.7 mm thick
primary frame and sash extrusions (exterior), are commercial rated, and have a 10 year warranty against fading. All window frame colors must
coordinate.
X. Exterior Window Insulation
Exterior windows must be insulated. Frames must be thermally broken in areas where ASHRAE design temperature is below 32 °F/0 °C or
above 82.4 °F/28 °C.
Y. Safety Bar Requirement
Glass panels, windows, glass doors, sidelights, etc. that extend to the floor in all areas must be shatterproof, be tempered glass, or be equipped
with a safety bar mounted at 3’-0”/900 mm above the finished floor.
Z. Window Air Infiltration
Windows must comply with a maximum air infiltration rate of 0.3 ft³ per square foot per minute or 5.5m3 per sqm per hour (7.1 kg/sqm per hour)
at DP of 30Pa, and with no water leakage at 6.5 psf (300Pa) differential, a U-value of 0.4 and with an allowable wind load of 105 lbs per ft²/47 kg
per m²/470 Pa.
AA. Architectural films must meet the following requirements:
1. Class A ASTM E84 Fire Rating
2. Have pressure-sensitive adhesive (PSA) backing and this backing must have air release channels
3. Must be minimum 8 mil thickness Must be low VOC
4. Must feature 5,000 cycle or greater Taber Abrasion resistance
5. Must be able to conform and adhere to three-dimensional surfaces
6. Must be disposable in regular trash (non-hazardous)
7. Must be removable (may require use of heat)
8. Architectural films may be recovered with replacement architectural films not more than once.
AB. Public Area Operable Windows
Public area operable windows located above the ground floor are not allowed to open more than 4"/100 mm unless required otherwise by
code. Once opened, the window must remain in the open position without having to be propped open.
2514.02 Walls
A. Vinyl Wall covering
1. All vinyl wall covering must meet the following requirements:
a. Class A ASTM E84-12c tunnel test (www.astm.org).
c. All wall covering adhesives must be strippable and must contain mildew inhibitors.
d. 20 oz. per linear yard/ 460 g per square meter, Type II or heavier must be used in public areas and back-of-house areas.
e. 15 oz. per linear yard /350 g per square meter, Type I or heavier must be used in guestrooms.
f. 15 oz. per linear yard /350 g per square meter, Type I or heavier must be used in guestroom bathrooms.
g. 54"/1.3 m
h. Fabric backing is required. Non-woven wallcoverings of paper backed vinyl can be used within niches and protected areas with Hilton
approval.
i. All wall coverings must contain an antimicrobial substance in the manufacturing process to safeguard against micro-organisms such as
bacteria, fungi and actynomycetes.
j. When microvented wallcovering is used it is required to meet ASTM E96-02, Method B. Minimum 21 ounce rated at 10 perms and
approximately 25,000 holes per square foot is required. A sample is required for review and approval from Hilton prior to ordering.
2. Hotel must not install wall vinyl over existing wall vinyl in any areas of the hotel. Old wall vinyl must be completely removed before new wall
vinyl is installed.
B. Acrylic Knock-Down
1. Acrylic knock-down is permitted in guestrooms where noted on prototype drawings.
2. In areas with high humidity levels, 100 percent acrylic knock-down may be considered for exterior walls in public areas. Prior approval is
required.
3. Contact Hilton for a list of approved manufacturers. Proposed substitute products must have the following information forwarded for
approval:
a. Two samples (8”/200 mm x 8”/200 mm minimum) showing the specific color and texture of the knock-down finish must be submitted. If
the product is approved, one sample must be retained and one must be returned and must be kept on file at the jobsite for reference.
b. All submitted products must meet the following minimum performance characteristics and supportive documentation must be provided
to verify conformance.
1. Perm rating of greater than 16 for the system, including basecoat, primers, texture coats, etc.
2. Scrub resistance of a minimum of 2500 scrubs before failure ASTM D2486-06 (www.astm.org).
3. Minimum dry film thickness of 10 mils or greater.
4. VOC levels of 1.0 lbs. per gallon/120 grams per liter or less ASTM-D3960-05 (www.astm.org).
5. Minimum of a five year product performance warranty and a five year warranty against mold and mildew growth. (The product must
have been in commercial use for a time period that meets or exceeds the factory-stated warranty period.)
6. A product listing a “sealer” as part of the system is not permitted.
c. All submittals must be accompanied by Independent Laboratory Test Results to support manufacturer claims. Submitted Independent
Lab Test Results must be on the testing lab letterhead. Test results on the manufacturer’s letterhead will not be accepted.
d. Substitutions must all be submitted for review with sufficient time allowed for evaluation.
e. No product is to be considered approved until Hilton provides written approval during plan submittals and the installation approval until
installed and reviewed and approved on site.
4. Wall finish using drywall mud or non-acrylic finishes with paint is not permitted in all instances.
C. Tile
1. Tile must be decorative ceramic tile, stone or porcelain tile, minimum 3/8”/9.53 mm thick with rectified edge.
2. Tile grout must be non-shrink-type epoxy or latex Portland cement to minimize staining and the minimum grout joint must comply with ISO
and ANSI guidelines.
3. Tile must not be installed over old tile in any areas of the hotel. Old tile must be completely removed before new tile is installed.
D. Stone
1. All natural stone must be sealed.
E. Paint
1. All paints must be low VOC (less than 50 VOC grams per liter) and low odor.
2. Paint in high humidity areas must be satin or semi-gloss finish with a mildew-resistant formulation.
3. Paint used in high contact areas must be satin or eggshell finish that is durable, washable and stain resistant.
4. Paint used on the interior walls of an indoor swimming pool room must be epoxy paint.
G. Chair Rails/Corner Guards
1. When chair rails are used, they must have a decorative profile and be constructed of a material resistant to wear.
3. Provide full height corner guards at outside corners in all high traffic public and guestroom areas. Corner guards must be a resilient vinyl to
coordinate with the wall color and must be adhesive mount. The flanges must be a maximum width of 1”/25 mm.
2514.03 Floors
A. Slip Resistance Requirements
1. Tile must have a static coefficient of friction SCOF (ASTM-C1028-07e1; www.astm.org) of 0.6 wet or better or Dynamic Coefficient of
Friction DCOF (ASTM-A137.1) of .42 or better and a breaking strength (ASTM-C648-04, 2009; www.astm.org) of not less than 250 lbs or
ISO equivalent.
2. Kitchen floor tile must pass the Robert's wheel abrasion test or ISO equivalent and have a slip-resistance coefficient of at least 0.6 when
wet, or regional statutory standard.
B. Tile
Tile*
* Allowed only where noted under 'Finish Options' of a particular area of the hotel under sections 2502.00-2513.00.
1. Tile must be decorative non-slip or unpolished porcelain or natural stone tile, minimum 5/16”/8 mm thick with a rectified edge.
2. Public area floor tile must be 18”/450 mm x 18”/450 mm minimum. Rectangular-shaped or plank-shaped tiles are permitted. Small tile
mosaics are permitted for accents when the design is approved by Hilton.
4. Guestroom tile must be 12”/300 mm x 12”/300 mm minimum. Rectangular-shaped tiles or plank-shaped tiles are permitted.
5. Rectangular shaped tiles must be 12"/300 mm x 24"/600 mm minimum. Plank-shaped tiles must be sized no less than 3”/75 mm x 24”/600
mm or no greater than 9”/225 mm x 36”/900 mm.
6. Tiled shower floors are only allowed in accessible roll-in showers. 2”/51 mm x 2”/51 mm tiles minimum.
9. Tile must not be installed over old floor tile in any areas of the hotel. Old tile must be completely removed before new tile is installed. Thin
tile (1/8" thick) may be installed over existing tile in vertical wall applications only where critical room dimensions will not be impacted.
11. Wall base must have a factory finish edge or approved alternate.
12. Porcelain tile must be through body/color body material or a glazed porcelain that meets Mohs scratch hardness minimum rating of 7.0.
13. Must pass ASTM C373 for water absorption, frost and chemical resistant.
14. Must pass ASTM CTI 81-7D for stain resistance.
C. Wood Flooring
Wood Flooring*
2. Hardwood Flooring
a. Hardwood flooring must be solid wood or engineered planks with a top ply of hardwood that can be refinished.
b. All visible surfaces must be free from splits, insect attacks, sapwood, shakes, irregular edges, large or unsound knots, spongy or brittle
heart, stains and any other defects.
c. A minimum five year commercial warranty is required.
d. Pre-finished planks are allowed.
f. Minimum thickness of solid timber finish in public areas is ¾”/19 mm.
g. Multi-plank format or composite planks, e.g., printed surfaces or veneered finishes onto softwood or MDF backing structure, are not
allowed.
h. Cork or approved metal expansion gaps/strips must be provided at maximum 16’-0” o.c./5 m centers to all timber floors in both
directions.
i. Finished floor must be perfectly level, smooth and free of any visible defects, ripples, splits or gaps on completion.
j. Provide a sub-base in compliance with the flooring system, manufacturers, or specialty consultant’s recommendations. Wood must be
laid on approved substrate.
k. Supporting slab must be sufficiently dry to accept the timber finish with a relative humidity of less than 75 percent when tested with a
hygrometer.
D. Natural stone
Natural stone*
1. Natural stone must have a static coefficient of friction SCOF (ASTM-C1028-07e1; www.astm.org) of 0.6 wet or better or Dynamic Coefficient
of Friction DCOF (ASTM-A137.1) of .42 or better.
2. Any natural porous materials must be sealed after installation with a penetrating non-glossy sealer.
3. Natural stone must be rectilinear, gauged with a micro-bevel.
E. Grout
1. Natural stone grout must be non-shrink-type epoxy or latex portland cement to minimize staining and the minimum grout joint should comply
with ISO or ANSI guidelines. 3/16" / 5 mm is the maximum width allowed. At plank-shaped tile, color of grout is to match color of tile.
2. Cementitious grout must be sealed after installation.
F. Concrete
Concrete*
1. Concrete must be helicoptered, polished and sealed.
2. Concrete strength must be a minimum of 4,000 PSI/27,850 kPa.
3. Seal as recommended by manufacturer and sealer must be applied in three coats.
4. Substrate must be dust free, free of cracks, level and sound concrete subfloor.
5. Verify with manufacturer the appropriateness of substrate.
6. Coefficient of friction must comply with all state and local codes for both wet and dry application.
G. Vinyl Flooring
Vinyl Flooring*
All vinyl flooring must be DOP/DEHP free.
2. Luxury Vinyl Tile Flooring

a. Must be a commercial grade, embossed vinyl tile flooring system. When installed in areas above guestrooms a noise-reducing impact
insulation underlayment system will be required. Not allowed in wet areas. LVT products must come with minimum 10 year
Commercial Wear Warranty, design selections must be approved by Hilton Global Design Services and meet the following minimum
criteria :
1. Slip Resistance: ASTM D 2047 (>.65 wet/dry)
2. Flexibility: ASTM F 137
3. Resistance to Heat: ASTM 1514
4. Resistance to Light: ASTM F 1515
5. Resistance to Chemical: ASTM F925
6. Radiant Flux: ASTM E648 (> 0.45 watts/cm2, NFPA Class 1)
7. Smoke Density: ASTM E662 (<450)
8. Standard Classification: ASTM F 1700, Class 3
9. Impact Insulation Class (AIIC): ASTM E-492-04. Minimum rating of 51, achieved by combination of LVT and underlayment as field
tested.
10. Sound Transmission Class (STC): ASTM 90-04. Minimum rating of 50, achieved by combination of LVT and underlayment.
11. Thickness: 4.5 mm minimum
12. Wear layer: 0.5 mm (20 mil) minimum
b. Underlayment (LVT) System (areas above Guestrooms) with specification of 72IIC and 66STC
1. Must be a commercial grade, noise-reducing impact insulation underlayment system with minimum 10 year Commercial Warranty
and meet the following criteria or as required by the local municipality:
a. Thickness: 1.4 mm minimum
b. Radiant Flux: ASTM E648 (> 0.45 watts/cm2, NFPA Class 1)
c. Smoke Density: ASTM E662 (<450)
3. Vinyl Base ‐ Back of House
a. Product must be thermoplastic vinyl of a homogenous color.
b. Thickness must be 1/8" / 3.2 mm minimum with a cove or straight profile, or better.
c. Length of product must be 8'-0"/2.4 m minimum.
e. Product must meet the following criteria or as required by the local municipality:
1. Radiant Flux: ASTM E 648 / NFPA 253 (>0.45 watts/cm2, NFPA Class 1)
2. Flame/Smoke: ASTM E 84 / NFPA 255 (<450)
4. Rubber Profiled Base - Public Areas and Guestrooms*

*Allowed only where noted under 'Finish Options' of a particular area of the hotel under sections 2502.00-2513.00.
a. Product must be thermoplastic rubber or thermoset rubber of a homogenous color.
b. Thickness must be 3/8" / 9 mm minimum and have a wood milled profile.
c. Length of product must be 8'‐0"/2.4 m minimum.
d. Product must meet performance requirements for ASTM F 1861.
e. Product must meet the following criteria or as required by the local municipality:
1. Radiant Flux: ASTM E 648 / NFPA 253 (>0.45 watts/cm2, NFPA Class 1)
2. Flame/Smoke: ASTM E 84 / NFPA 255 (<450)
H. Carpet
1. Carpet must meet the following criteria:
a. Fire level required: Bfl s1 to Cfl s1 level dependent upon carpet type.
c. Light fastness: ISO 105-B02, Minimum 5 is required.
d. Color fastness to water: ISO 105-E01, Minimum 4 is required.
e. Color fastness to rubbing: BS EN ISO 105-X31
f. Wear resistance: BS EN 1963 or ISO 4938
g. Appearance retention: BS 6659 results required or higher: 8 row Grade 3 9 row Grade 3 10 row Grade 3 - 3.5
h. Tuft anchorage: ISO 4919 9-10, newtons required or higher.
i. Flammability
1. Methenamine Pill Test: BS 6307 or ISO 6925/CPSC FF-1-76
2. Radiant Panel Test: EN 9245
m. Static electricity/Stroll test: ISO 6356, 2.5kV or less at 35 percent RH is required.
n. All carpet must pass TARR (Texture Appearance Retention Rating) of 2.5 – 3.0 or higher (Hexapod Test).
o. All nylon carpet must be stain treated with foam and heat set method.
p. International test certificates are required.
2. Carpet must comply with the following minimum specifications:
a. BROADLOOM CUT PILE: Guestrooms and Public Areas *
1. Construction: Tufted
2. Machine Gauge: 1/10 Guestrooms and Public Areas
3. Stitches per Inch: 10 – Guestrooms; 11.3 to 12 – Public Areas
4. Finished Pile Height: .218” (7/32”) or greater for 32 oz. and .250” (1/4”) or greater for 36 oz.
5. Face Yarn: 100 percent Solution Dyed Type 6 Nylon Branded or equivalent
7. Primary Backing: Woven polypropylene
8. Secondary Backing: Woven polypropylene or attached cushion.
9. Face Weight: 36 oz./yd.² for Public Areas; 32 oz./yd.² for Guestrooms
c. BROADLOOM CUT AND LOOP/TIP-SHEAR LOOP: Guestrooms *
2. Machine Gauge: 31.05 dm
3. Stitches per Inch: 10 - Guestrooms
4. Pile height above backing: 0.6 cm/6.0 mm
5. Face Yarn: 80/20
7. Secondary Backing: Woven polypropylene/Attached cushion in public areas only.
8. Face Weight: 1,200 g/m² for Guestrooms
10. Yarn Count: R560/2
d. BROADLOOM PRINTED CUT AND LOOP/TIP-SHEAR LOOP: Public Areas *
2. Machine Gauge: 1/10 - Public Areas
3. Stitches per Inch: 11 - Public Areas
4. Finished pile height: High 1/4; low 1/8
5. Face yarn: 100 percent type 6 nylon-branded or equivalent yarns plus or minus five percent variance on face weight allowed.
7. Primary backing: Woven polypropylene
9. Face Weight: 36 oz./yd.²
e. MULTI LEVEL LOOP TIP: Guestrooms *
1. Construction: Loop
2. Machine Gauge: 1/8 / 31.5/10cm
3. Stitches per Inch: 11
4. Tufted Pile Height: max 3/16, min 1/8
5. Face Yarn: 80/20
8. Face Weight: 32 oz./yd.²
10. Not approved for use in heavy traffic areas, guestrooms only
g. BROADLOOM CYP (computer yarn placement): Guestrooms *
3. Stitches per Inch: 8.5 - Guestrooms
4. Finished Pile Height: 7.0 mm
5. Face Yarn: 80/20
8. Face Weight: 1,250 g/m² for Guestrooms
h. CARPET TILE – Public Areas & Guestrooms*
3. Machine Gauge: 1/10” minimum, 5/64” minimum
4. Stitches per Inch: 7 minimum
5. Finished Pile Height: 0.123 minimum
7. Face yarn: 100% solution-dyed nylon or equivalent
8. Primary Backing: Non-woven
9. Secondary Backing: Option 1: Polyurethane Cushion. Option 2: Fiberglass reinforced thermoplastic composite with polyethylene
underlayment cushion, 5.3 lbs./2.4 kg density, 2 mm thickness. Installation method is glueless.
10. Tufted Yarn Weight: 14 oz./yd.² to 40 oz./yd.²
12. Pile Density: 4,919 oz. per cubic yard minimum (face weight x 36 divided by thickness)
i. Not Applicable to this Brand
j. AXMINSTER – Guestrooms *
1. Fiber: wool/nylon blend (80/20)
2. Yarn Count: 2/47’s or 3/42 (2/52 for nylon construction)
3. Tuft Density: 56 per square inch (49 for nylon)
4. Dye Method: Premetalized dyes required
5. Pitch: 7
6. Finished pile height: .26 inch/6.5 mm
7. Rows per Inch: 7/inch / 27.6/dm
8. Total pile weight: 30.17 oz./yd.² / 1,023g/m²
9. Total weight: 55 oz./yd.² / 1,865g/m²
10. Backing: synthetic, jute (jute backing allowable only in stretch guestroom applications)
k. AXMINSTER – Corridors *
3. Tuft Density: 977 g per dm/63 per square inch
4. Dye method: pre-metalized dyes required
5. Pitch: 7
6. Finished Pile Height: .250 to .281
7. Rows per Inch: 9
8. Total pile weight: 32-35 oz./yd.² (80/20), 29-32 oz./yd.² (nylon)
9. Total weight: 60 – 63 oz./yd.² (80/20)
10. Backing: synthetic
l. AXMINSTER – Meeting Rooms, Pre-function Areas and Restaurants *
3. Tuft Density: 63 per square inch
5. Pitch: 7
6. Pile height: .250 to .281
7. Rows per Inch: 9, adjust to meet industry standards with 3/42 yarn count
8. Total pile weight: 36 - 40 oz./yd.² (80/20)
9. Total weight: 60 - 66 oz./yd.² (80/20)
11. Backing: Synthetic
m. AXMINSTER – Lobbies *
3. Tuft Density: 70 per square inch
5. Pitch: 7
6. Finished pile height: .250 to .281
7. Rows per Inch: 10, adjust to meet industry standards with 3/42 yarn count
8. Total Pile Weight: 40 - 44 oz./yd.² (80/20)
9. Total weight: 65 - 72 oz./yd.² (80/20)
10. Backing: synthetic
3. Tufted Broadloom Carpet
b. All nylon carpet must be stain treated with foam/spray and heat set method.
d. All carpet must be warrantied for wear at 10 percent fiber loss over 10 years.
e. Tufted carpet must have a primary and secondary backing (synthetic/polypropylene).
5. Carpet Pad (Underlay)
a. Guestrooms and Suites:

Synthetic Fiber pad (guestrooms and suites) must be a minimum 32 oz. weight, 8.0 lbs./ft³ density. Synthetic Fiber pad must be at least
a minimum 32 oz. weight. Synthetic fiber pad used for double-stick installations must be 32 oz. weight, with a minimum thickness of 5/
16"/7.9 mm and must be specifically designed for a double-stick installation. 100 percent SBR rubber cushion (guestrooms and suites)
must be a textured flat construction with a minimum weight of 64 ounces, and 21 lb. density.
Froth polyurethane cushion (guestrooms and suites) must be a minimum 1/4" /6 mm thickness and a minimum 10 lb./ft³ density.
Public Areas:
100 percent SBR rubber (public areas) must be a flat construction, a minimum 1/4" /6 mm thickness and a minimum 22 lb. density.
Froth polyurethane cushion (public areas) must be a minimum 1/4"/ 6 mm thickness and a minimum 12 lb./ft³ density.
b. Attached Cushion must be Frothed Polyurethane, be a minimum of 3/32"/2.38 mm and a minimum density of 18 lbs./cubic ft. All
attached cushion must be factory applied. When installing goods with attached cushion, a Premium Multi Purpose Adhesive must be
used. A Premium Seam Sealer must be used on all seams. A Premium Edge Sealer must be used on all edges that abut a hard
surface.
c. All carpet pad must be Class II and have a manufacturer's level of contract/commercial grade.
d. Carpet padding must be replaced at the same time as the carpet.
6. Broadloom Installation
a. All carpet installed over padding must be power stretched except in double glue-down installations.
b. Direct glue down installation is allowed in office areas only. Jute backing is not allowed.
d. Maximum of one seam allowed in each guestroom.
f. Meeting space, public space and corridor carpet must be glued down as high traffic and equipment may adversely affect normal wear.
Must be installed according to manufacturer's instructions.
7. Carpet Tile Installation
a. Comply with manufacturer’s instructions and recommendations. Use manufacturer’s recommended adhesives.
9. Hand Tufted Rug Specifications
a. 4.5 Pound Hand Tufted Rug Specifications - Guestrooms and Suites

Quality: 4.5 pound
Yarn Content: 100 percent NZ wool
Yarn Count: 380 Tex, 1/80s Dewsbury
Yarn Twist/10cm: 130 twists
Ply Twist/10cm: 11.4 twists
Total Weight: 3,920 gm/m²
Gross Yarn Weight: 2,440 gm/m²
Pile Height: 9-10 mm
No of rows/10 cm: 19-20
No of stitches/10 cm: 21
No of ends/insertion: 4
Primary backing : Basket Weave
60 percent cotton, 40 percent polyester
26 x 26 per inch
Width: 620 cm
Weight: 326 gm/m²
Secondary backing: Leno Weave
Warp - 100 percent cotton
Weft - 90 percent cotton, 10 percent polyester
12 x 6 per inch
Width: 300 cm
Weight: 61 gm/m²
Latex: Natural rubber latex based compound
A non-skid pad or backing is required.
Mothproofing: Mystox CMP
b. 5.5 Pound Hand Tufted Rug Specifications - Guest Corridors

Quality: 5.5 pound

Yarn Twist/10 cm: 130 twists
Ply Twist/10 cm: 11.4 twists
No of stitches/10 cm: 23
26 x 26 per inch
Width: 620 cm
Weight: 326 gm/m²
Weft - 90 percent cotton, 10 percent polyester
12 x 6 per inch
Width: 300 cm
Weight: 61 gm/m²
c. 6.5 Pound Hand Tufted Rug Specifications - Public Areas (Lobby, Meeting Facilities, Restaurant)
Quality: 6.5 pound
Yarn Twist/10 cm: 130 twists
Ply Twist/10 cm: 11.4 twists
No of stitches/10cm: 26-27
26 x 26 per inch
Width: 620 cm
Weight: 326 gm/m²
Weft - 90 percent cotton, 10 percent polyester 12 x 6 per inch
Width: 300 cm
Weight: 61 gm/m²
2514.04 Ceilings
A. Height
No ceiling in a habitable public space is allowed to be less than 7’-6”/2.3 m. In no case must any ceiling be less than 7’-0”/2.1 m. Local codes
may require higher ceilings than noted.
B. Paint
1. Painted ceilings in public areas must have a smooth or light sand finish.
2. Guestroom furr downs must have a smooth painted finish.
3. Guestroom bathroom ceilings must be painted with latex enamel/semi-gloss paint in a smooth or orange peel finish.
4. All back-of-house ceilings must be painted or better.
5. All paints must be low VOC (less than 50 VOC grams per liter) and low odor.
6. Paint in high humidity areas such as guestroom bathrooms must be washable and have a mildew resistant finish.
C. Acoustic Ceiling Tile (ACT)
1. Tile in public areas must be 2'-0"/600 mm x 2'-0"/600 mm premium tegular (reveal) edge tiles. Alternate sizes must be approved by Hilton.
2. 12”/300 mm x 12”/300 mm and 24”/600 mm x 48”/1.2 m tiles are not allowed in any public spaces.
4. Concealed spine acoustical tile ceilings are not allowed in public areas.
5. Tiles in back-of-house areas that are accessible by the public such as offices must be 2’-0”/600 mm x 2’-0”/600 mm.
6. Panel performance must prevent panel sag.
7. All exposed ceiling grid systems must be a narrow spline, 9/16”/15 mm maximum width, and must match the color of the ceiling tile.
8. Grid systems in indoor pools must include a painted aluminum grid and vinyl coated, moisture-resistant tiles. All hanger wires must be
stainless steel.
9. Mineral fiber tiles are not allowed in humid environments.
11. Acoustic ceiling tile is not allowed in guestrooms.
12. Kitchen ceilings must be washable plastic or fiberglass tile ceiling with aluminum suspension system.
2514.05 Acoustical Performance
E. Pre-development Noise Surveys
1. Prior to commencement of the project, a minimum of 24 hours continuous monitoring must be undertaken at a number of locations around
the development site.
2. Data must be collected to enable:
a. Significant existing noise and vibration sources to be identified
b. Noise levels incident on each façade of the hotel development throughout the day to be determined
c. Resultant vibration levels within the development to be estimated
d. Pre-existing background noise levels to be established (where required by local codes)
F. External Noise Intrusion
1. External building fabric, including any ventilators, must be designed and built to ensure that the following internal noise levels are not
exceeded due to any regularly occurring external noise source.
2. Measurements of noise within the hotel must be taken during the noisiest two hour period of the day, as identified in the noise survey.
Room External Intrusion Noise Level
Guestroom 40dB LAeq,16h
Daytime (07:00 – 23:00):
35dB LAeq,8h / 45dB LAmax(fast)*
Night-time (23:00 – 07:00):
Meeting/function rooms 35dB LAeq,5min
Bar/restaurant/breakout 43dB LAeq,5min
Lobby/reception/guest corridors 47dB LAeq,5min
Toilets/employee changing 45dB LAeq,5min
Fitness center 40dB LAeq,5min
Offices 38dB LAeq,5min
* For hotels on or close to major international airports, maximum noise levels due to aircraft may
be relaxed to 50dB LAmax(fast) subject to permission from Hilton.
3. Equipment installations must be designed and installed to ensure that atmospheric noise does not result in the above internal values being
exceeded.
G. Internal Sound Insulation
1. Sound insulation between vertically and horizontally adjacent spaces, including crosstalk via ductwork and service risers, must achieve the
minimum levels of performance set out in Section 2514.05.N. Performance targets are set as in-situ values for airborne and impact sound
insulation. Sound insulation performance must be demonstrated to Hilton by means of an agreed program of pre-completion testing.
2. Performance targets are set as in-situ values for airborne and impact sound insulation. Sound insulation performance must be
demonstrated to Hilton by means of an agreed program of pre-completion testing.
3. Numerically, the sound insulation performance descriptors of weighted sound reduction (Rw R’w)[1] and sound transmission class (STC,
ASTC)[2] are generally equivalent. Within this document, therefore, the parameters are considered directly interchangeable.
1
BS EN ISO 140-4: 1998 ‘Acoustics – Measurement of sound insulation in buildings and of building elements – Part 4: Field measurements
of airborne sound insulation between rooms’ and weighted according to BS EN ISO 717-1: 1997 ‘Acoustics – Rating of sound insulation in
buildings and of building elements - Part 1: Airborne sound insulation’

2
Apparent sound transmission class measured in accordance with ASTM E90: 2009 ‘Standard Test Method for Laboratory Measurement of
Airborne Sound Transmission Loss of Building Partitions and Elements’ and weighted as described in ASTM E413-10 Classification for
Rating Sound Insulation
4. The airborne sound insulation targets are achieved by constructions achieving laboratory-tested sound reduction values, i.e. Rw or STC, of
around 5dB greater (masonry constructions) and around 10dB greater (lightweight constructions) than the in-situ requirement.
5. All due account must be taken of flanking elements, e.g. external walls and ceiling voids, and junction detailing which might otherwise
compromise the overall sound insulation.
6. Sound insulation between a guestroom and its ensuite is controlled by the door. Notwithstanding, the partition construction must be capable
of achieving sound reduction Rw/STC 45dB.
7. Where rooms require enhanced acoustic privacy from entrance lobbies or corridors, doors and frames must be of a design that has been
proven by laboratory testing (with full supporting documentation being made available to Hilton) to achieve the following minimum
performance standards.
Weighted Sound Reduction Index of D
Room
oors, Rwor STC
Guestroom entrance 38dB
(within 16’-5”/5 m of elevator/lift lobby) (42dB)
Meeting/function room entrance 35dB
Offices 30dB
8. Doors connecting guestrooms must be designed and installed to achieve sound reduction values listed in Section 2514.05.N.
9. Other than where occurring between guestrooms, partitions containing a door are unlikely to achieve sound reduction performances
specified in Section 2514.05.N. In this case, the partition construction must be selected so as to be capable of achieving in-situ
performance, i.e. R’w or ASTC, at least 10dB greater than the door performance above. For example, the partition containing a guestroom
access door must be designed to achieve minimum R’w/ASTC 42dB. Owing to the relative internal dimensions of corridors and stairwells,
in-situ testing of guestroom doors will not be undertaken.
10. Toilets serving lobbies, lounges, restaurants and bars must be accessed via an acoustically lined lobby, preferably with doors at either end.
Electric hand-driers must not be mounted on walls shared with noise sensitive areas.
11. Sound insulation performance of sliding glass doors must reflect the sensitivity of the adjoining rooms and must, therefore, be clarified on a
project basis. Unless otherwise stated, sliding glass doors must be capable of achieving sound reduction Rw/STC 30dB and must be
installed in accordance with the supplier’s instructions in order to maximize the in-situ sound insulation.
H. Internal Noise Sources
1. Airborne and structure-borne noise from building services (including equipment rooms) must not exceed the following values within
occupied spaces.
Room External Intrusion Noise Level, Leq
Guestroom NR30
Guestroom bathroom NR40
Meeting/function rooms NR35
Bar/restaurant/breakout NR40
Lobby/reception/guest corridors NR40
Public Restrooms NR40
Employee toilets/changing NR45
Fitness center NR40
Offices NR35
BOH/service areas NR40 – 45
2. Building services noise must not contain any feature, such as knocking, rattling or whistling, that is likely to attract attention.
3. Waste systems, rainwater pipes and general plumbing must be treated to ensure that maximum breakout noise levels are controlled to
levels at least 5dB below the corresponding building services noise level for the room through which it passes.
4. Elevators/lifts must be designed and shafts constructed to ensure that noise associated with any part of the elevator/lift cycle (including door
operation) does not exceed the values listed below.
Room Noise from elevator/lift, LAmax,FAST
Guestroom 25dB
Meeting/function rooms 30dB
Bar/restaurant 35dB
Offices 40dB
Elevator/lift lobbies 50dB
I. Control of Reverberant Noise
1. Acoustically absorbent finishes must be installed within common areas from which direct access is gained to guestrooms, with suitable
conditions being provided by fitting standard carpet and pad. Where corridors have no carpet, acoustically absorbing ceiling and/or wall
linings must be provided.
2. In other areas, finishes must be designed and installed to ensure that the following reverberation times are not exceeded at positions
normally occupied by guests or at staff workstations. Values of reverberation time must be determined as the arithmetic average of octave
band values from 500 Hz to 2 kHz, inclusive.
Maximum reverberation tim
Room
es, seconds
Meeting/function room 0.8
Lobby/reception 1.5
Bar/restaurant 1.0
J. Adjoining Demises
1. Building fabric must be designed and built to ensure that noise transfer from any adjoining demise is controlled to the levels shown below, or
lower.
Room Adjacent Demise Intrusion Noise Level
Guestroom 25dB LAeq,5min and 35dB LAmax(fast)
Meeting/function rooms NR25 Leq,5min
Bar/restaurant NR30 Leq,5min

Lobby/reception/guest corridors NR30 Leq,5min
Offices NR30 Leq,5min
K. External Noise Emissions
1. Noise levels at the nearest affected receiver must comply with the requirements of the local authority or attain a noise level not exceeding
50dB LAeqat the site boundary or 45dB LAeqin public areas, whichever is the more stringent. Local codes may involve comparison with pre-
development ambient noise conditions. Refer to Section 2514.05.E.
2. Refer to Section 2514.05.G to ensure suitable control of self-noise impact on the building.
L. Vibration/Structure-BORNE Noise
1. All equipment (whether located in equipment rooms or occupied spaces), elevator/lifts, elevator/lift motors and ductwork/pipe work systems
must be isolated from the building structure in order to ensure that vibration within the floor of any occupied room is controlled to a level not
exceeding 0.05ms-2 in any direction (vertical or horizontal), when measured and evaluated in accordance with ISO 2631-2:2003 ‘Mechanical
vibration and shock - Evaluation of human exposure to whole-body vibration - Part 2: Vibration in buildings (1 Hz to 80 Hz)’.
2. More specific guidance is provided within BS6472:1992 ‘Evaluation of human exposure to vibration in buildings (1 Hz to 80 Hz)’, or ANSI
S2.71-1983 (R2006) ‘Mechanical vibration and shock -- Evaluation of human exposure to whole-body vibration -- Part 2: Vibration in
buildings (1 Hz to 80 Hz)’
3. Refer to Section 2514.05.H.
M. Special Conditions
1. Rainfall Noise
a. Noise from rainfall on lightweight or glass roofs must be designed so to not exceed the following levels under a rainfall rate of 40mm/h.
Calculations demonstrating compliance must be submitted to Hilton upon request.
Room Rainfall Noise Level, Leq

Guestroom, including bathroom NR40
Meeting/conference rooms NR45
Bar/restaurant NR50
Lobby/reception/guest corridors NR50
Offices NR45
b. In regions where such rainfall, or heavier, occurs frequently, more stringent criteria may be applicable.
c. Refer to Section 2514.05.H for requirements for rainwater pipes.
2. Groundborne Vibration
a. Development of sites located above or close to potential sources of groundborne vibration, e.g. roads carrying a high percentage of
heavy goods traffic and surface/ underground railway lines, must ensure that resultant vibration and/or re-radiated noise levels within
occupied rooms does not exceed the values listed below.
Tactile Vibration in Floors, Vibratio Re-radiated Noise, L
Room
n Dose Value m/s1.75 x, y or z-axes Amax,fast
0.2 to 0.4 (07.00h – 23.00h)

Guestroom, including bathroom 40dB
0.1 to 0.2 (23.00h – 07.00h)
Meeting/conference rooms 0.2 to 0.4 (07.00h – 23.00h) 40dB
Bar/restaurant 0.2 to 0.4 (07.00h – 23.00h) 45dB
Lobby/reception/guest corridors 0.2 to 0.4 (07.00h – 23.00h) 45dB
Offices 0.4 to 0.8 (07.00h – 23.00h) 50dB
1. Refer to BS6472:2008 ‘Evaluation of human exposure to vibration in buildings Part 1: Vibration sources other than blasting’.
N. Sound Insulation Matrices
1. The following matrix lists required in-situ airborne sound insulation between adjacencies (walls and floors), dB R’ w[3] /ASTC[4]. Performance
must be tested upon completion.
Bu
Gu Meeting, sin
Equip. rm. Corrido Restauran WC/ Cha
est Function Training, es Fitness Kitchen, L
/ riser or st r, no d t, Bar, Ga Office nge Roo
roo Room Board Rm sC Center aundry
orage oor me Room m
m s ent
er
55 60
Guestroom 60dB 60dB 60dB 60dB 60dB 60dB 60dB 60dB 65dB
dB dB
Equipment room/ri 50
- 45dB 45dB 45dB 50dB 45dB 50dB 45dB 40dB
ser or storage dB
45
Corridor - no door - 45dB 45dB 45dB 45dB 45dB 45dB 50dB
dB
55 50dB**
Restaurant, Bar 40dB 45dB 55dB 45dB 50dB 45dB
dB (no door)
55 50dB**
Function Room 50dB* 55dB 45dB 55dB 45dB
dB (no door)
Meeting, Board, Tr 50
50dB* 50dB 50dB 50dB 55dB
aining Rooms dB
50
BusinessCenter 50dB 50dB 50dB 55dB
dB
Fitness Center - 50dB 45dB 55dB
Office 45dB 50dB 55dB
WC/ Changing Roo

40dB 45dB
m Guestroom
Bu
Gu Meeting, sin
Equip. rm. Corrido Restauran WC/ Cha
est Function Training, es Fitness Kitchen, L
/ riser or st r, no d t, Bar, Ga Office nge Roo
roo Room Board Rm sC Center aundry
orage oor me Room m
m s ent
er
Kitchen, Laundry -
* Applies to fixed partition. Moveable partitions must have minimum acoustic rating 3dB lower.
** Doors to kitchens cannot be fitted with seats for reasons of accessibility and hygiene. Where there is a door, walls must be constructed to
achieve R'w40dB minimum.
3
Apparent weighted sound reduction index measured in accordance with BS EN ISO 140-4: 1998 ‘Acoustics – Measurement of sound
insulation in buildings and of building elements – Part 4: Field measurements of airborne sound insulation between rooms’ and
weighted according to BS EN ISO 717-1: 1997 ‘Acoustics – Rating of sound insulation in buildings and of building elements – Part 1:
Airborne sound insulation’
4
Apparent sound transmission class measured in accordance with ASTM E90: 2009 ‘Standard Test Method for Laboratory
Measurement of Airborne Sound Transmission Loss of Building Partitions and Elements’ and weighted as described in ASTM E413-10
‘Classification for Rating Sound Insulation’
2. The following matrix lists required impact sound insulation to rooms (floors), dB LnT,w[5]. Performance must be tested upon completion.
Space Above
Space Below Restaurant,

Guestro Function Meeting, Board, Busines WC/ Changin Fitness Kitchen,
Bar, Game Office
om Room Training Rooms s Center g Room Center Laundry
Room
Guestroom 50dB 45dB 45dB 50dB 50dB 50dB 50dB

Restaurant, Bar
Function Room
Meeting, Board, Tr 55dB
* **
aining Rooms
Business Center
Fitness Center 55dB
Office 60dB
* Hotel layouts must avoid arrangement of health clubs and spas (including pools) above noise sensitive spaces unless all due measures are employed to
control transfer of structure-borne sound to below.
** Impact sound levels within kitchens, laundries and storages are not of concern. Where these areas occur above sensitive areas, the corresponding
impact sound level must be improved, i.e., lowered by at least 10dB. Installation of floating concrete/screed floors is highly recommended.
5
Weighted standardized impact sound pressure level measured in accordance with BS EN ISO 140-7: 1998 ‘Acoustics – Measurement of sound
insulation in buildings and of building elements – Part 7: Field measurements of impact sound insulation of floors’ and weighted according to BS EN
ISO 717-2: 1997 ‘Acoustics – Rating of sound insulation in buildings and of building elements – Part 2: Impact sound insulation’
3. The following matrix lists required impact sound insulation to rooms (floors), dB FIIC[6]. Performance to be tested upon completion.
Space Above
Space Belo Restau Func Meeting, Busi Kitch

WC/ Ch Fitne
w Guest rant, B tion Board, Tr ness Offic en, L
anging ss Ce
room ar, Gam Roo aining Ro Cent e aund
Room nter
e Room m oms er ry
Guestroom 60dB 65dB 65dB 60dB 60dB 60dB 60dB

Restaurant,
Bar
Function R
oom
Meeting, Bo 55dB
ard, Trainin * **
g Rooms
Business C
enter
Fitness Cen
55dB
ter
Office 50dB
*Hotel layouts must avoid arrangement of health clubs and spas (including pools) above noise sensitive spaces unless all due measures
are employed to control transfer of structure-borne sound to below.
**Impact sound levels within kitchens, laundries and stores are not of concern. Where these areas occur above sensitive areas, the
corresponding impact sound level must be improved, i.e. lowered, by at least 10dB. Installation of floating concrete/screed floors is highly
recommended.
6
Field impact insulation class determined in accordance with ASTM E1007 – 04e1 ‘Standard Test Method for Field Measurement of
Tapping Machine Impact Sound Transmission Through Floor-Ceiling Assemblies and Associated Support Structures’ and ASTM E989
– 06 ‘Standard Classification for Determination of Impact Insulation Class (IIC)’
2514.06 Mechanical
A. HVAC System Types
1. HVAC System requires mechanically controlling indoor air quality (temperature, humidity, purity and circulation) to obtain comfort levels in the desired areas
of building in a cost effective manner. Refer to the Environmental Conditions Matrix below:
Ventilation Air Q
Internal Conditions1 Pressure Relationships2
uantity3
Acoustica
Fresh l Rating
Differentia Exhaus
Location Summer Winter Type Air Su
l t Rate
pply
R R CF/M- CF/M-S
Tdb Tdb Pos/Neg/Neu Inches
H% H% SF (L/ F (L/S- NR
F(C) F(C) t w.g. (Pa)
Max Min S-SM) SM
73 72 0.30
Vestibule 55 30 Pos 0.02 (5) -- 40
(23) (22) (1.4)
73 72 0.30
Atrium 55 30 Pos 0.02 (5) -- 40
(23) (22) (1.4)
73 72 0.30
Lobby 55 30 Pos 0.02 (5) -- 40
(23) (22) (1.4)
73 72 0.30
Front Desk 55 30 Neut -- -- 40
(23) (22) (1.4)
73 72 0.30
Concierge 55 30 Neut -- -- 40
(23) (22) (1.4)
73 72 0.30
Luggage Room 55 -- Neut -- -- 40
(23) (22) (1.4)
73 72 0.30
Bellman's Desk 55 -- Neut -- -- 40
(23) (22) (1.4)
73 72 0.30
Valet Desk 55 -- Neut -- -- 40
(23) (22) (1.4)
73 72 0.06 50 (1
Public Restrooms 55 30 Neg 0.02 (5) 40
(23) (22) (0.3) 2.5)5
73 72 0.70
Restaurant 55 30 Neg 0.02 (5) -- 35
(23) (22) (3.4)
73 72 0.70
Complimentary Area 55 30 Neg 0.02 (5) -- 35
(23) (22) (3.4)
73 72 0.70
Bar 55 30 Neg 0.02 (5) -- 35
(23) (22) (3.4)
73 72 0.70
Buffet 55 30 Neg 0.02 (5) -- 35
(23) (22) (3.4)
Ventilation Air Q
uantity3
Acoustica
Fresh l Rating
Differentia Exhaus
l t Rate
pply
R R CF/M- CF/M-S
Max Min S-SM) SM
73 72 0.70
Café 55 30 Neg 0.02 (5) -- 35
(23) (22) (3.4)
80 68 0.06
Food Prep/Kitchen 60 -- Neg 0.02 (5) 0.7 (3.5) 35
(27) (20) (0.3)
Food and Beverage Stor 78 68 0.12
60 -- Neg 0.02 (5) -- 40
age (26) (20) (0.6)
73 72 0.24
Sundries/Gift Shop 55 -- Neut -- -- 40
(23) (22) (1.2)
78 68 0.06
Vending Area 60 -- Neg 0.02 (5) 40
(26) (20) (0.3)
73 72 0.25
Executive Lounge 55 30 Neg 0.02 (5) -- 35
(23) (22) (1.3)
78 68 0.17
Guest Laundry 60 -- Neg 0.02 (5) 40
(26) (20) (0.9)
73 72 0.72
Ballrooms 55 30 Neut -- -- 30
(23) (22) (3.4)
73 72 0.72
Meeting Rooms 55 30 Neut -- -- 30
(23) (22) (3.4)
73 72 0.72
Boardrooms 55 30 Neut -- -- 30
(23) (22) (3.4)
73 72 0.72
Pre-function Areas 55 30 Pos 0.02 (5) -- 40
(23) (22) (3.4)
73 72 0.08
Business Center 55 30 Neut -- -- 35
(23) (22) (0.4)
Meeting Registration De 73 72 0.08
55 30 Neut -- -- 35
sk (23) (22) (0.4)
73 72 0.08
Coat Room 55 30 Neg 0.02 (5) -- 35
(23) (22) (0.4)
Meeting/Ballroom Storag 78 68 0.08
60 -- Neg 0.02 (5) -- 35
e (26) (20) (0.4)
Ventilation Air Q
uantity3
Acoustica
Fresh l Rating
Differentia Exhaus
l t Rate
pply
R R CF/M- CF/M-S
Max Min S-SM) SM
73 72 0.08
Satellite Pantry 55 -- Neg 0.02 (5) -- 35
(23) (22) (0.4)
82 82 0.48
Pool/Whirlpool 60 60 Neg 0.02 (5) 0.5 (2.5) 40
(28) (28) (2.4)
Guest Locker Room/Toil 78 68 0.06 0.25
60 -- Neg 0.02 (5) 40
ets (26) (20) (0.3) (1.25)
72 69 0.26 0.26
Fitness Center 55 -- Neut -- 40
(22) (20) (1.25) (1.25)
4 -- -- -- -- Neut -- -- -- --
Spa
Elevator 70 55 70 -- Neut -- -- -- --
73
72 0.06
Guestroom Corridor (2 55 30 Pos 0.02 (5) -- 40
(22) (0.3)
3/)
Executive Guestroom Co 73 72 0.06
55 30 Pos 0.02 (5) -- 40
rridor (23) (22) (0.3)
Ballroom Service Corrid 78 68 0.06
60 -- Neg 0.02 (5) -- 40
or (26) (20) (0.3)
Exit Stairs N/C N/C N/C -- Neut -- -- -- --
73 72 0.11
Guestrooms/Suites 55 30 Pos 0.02 (5) -- 25
(23) (22) (0.6)
Guest Bathroom/Dressin 73 72 0.06
55 30 Neg 0.02 (5) -- 35
g Area (23) (22) (0.3)
73 72 0.11
Specialty Suites 55 30 Pos 0.02 (5) -- 25
(23) (22) (0.6)
Executive Floor Guestro 73 72 0.11
55 30 Neg 0.02 (5) -- 25
om (23) (22) (0.6)
73 72 0.09
Front Offices 55 30 Neut -- -- 35
(23) (22) (0.4)
Ventilation Air Q
uantity3
Acoustica
Fresh l Rating
Differentia Exhaus
l t Rate
pply
R R CF/M- CF/M-S
Max Min S-SM) SM
73 72 0.09
Executive Offices 55 30 Neut -- -- 35
(23) (22) (0.4)
Sales and Catering Offic 73 72 0.09
55 30 Neut -- -- 35
es (23) (22) (0.4)
73 72 0.09
Accounting Offices 55 30 Neut -- -- 35
(23) (22) (0.4)
73 72 0.09
Human Resources 55 30 Neut -- -- 35
(23) (22) (0.4)
73 72 0.09
Office 55 30 Neut -- -- 35
(23) (22) (0.4)
Employee Dining/Break 73 72 0.25
55 -- Neg 0.02 (5) -- 40
Room (23) (22) (1.3)
Employee Locker Room 78 68 0.06
60 -- Neg 0.02 (5) 0.5 (2.5) 45
s/Toilets (26) (20) (0.3)
On-site and Off-site Hou 73 72 0.11
55 -- Neut -- -- 30
sing (23) (22) (0.6)
73 72 0.06
Service Pantry 55 -- Neg 0.02 (5) -- 40
(23) (22) (0.3)
80 68 0.17
Laundry 60 -- Neg 0.02 (5) -- 40
(27) (20) (0.9)
80 68 0.12
Housekeeping 60 -- Neg 0.02 (5) -- 40
(27) (20) (0.6)
Engineering/Maintenanc 80 68 0.12
60 -- Neg 0.02 (5) -- 45
e Shop (27) (20) (0.6)
80 68 0.12
Storage Rooms 60 -- Neg 0.02 (5) -- 40
(27) (20) (0.6)
Receiving Area N/C N/C N/C -- Neg 0.02 (5) -- -- 45
73 72 0.09
Receiving Office 55 -- Pos -- -- 35
(23) (22) (0.4)
Ventilation Air Q
uantity3
Acoustica
Fresh l Rating
Differentia Exhaus
l t Rate
pply
R R CF/M- CF/M-S
Max Min S-SM) SM
73 72 0.09
Security Dispatch Office 55 -- Neut -- -- 35
(23) (22) (0.4)
78 68 0.06
Service Corridor 60 -- Neg 0.02 (5) -- 40
(26) (20) (0.3)
0.15
Mechanical Rooms N/C N/C N/C -- Neut -- -- 45
(0.7)
Electrical Rooms N/C N/C N/C -- Neut -- -- -- 45
80 68
Telecom Closets 55 -- Neut -- -- -- 45
(27) (20)
Computer/Telecom Roo 72 72 0.08
50 30 Neut -- -- 40
m (22) (22) (0.4)
Trash Compactor/Contai
N/C N/C N/C -- Neg 0.02 (5) -- 1.0 (5.0) 45
ner
Refrigerated Trash Roo 50 50
60 -- Neg 0.02 (5) -- 1.0 (5.0) 45
m (10) (10)
Recycle Storage Room N/C N/C N/C -- Neg 0.02 (5) -- 1.0 (5.0) 45
Can Wash N/C N/C N/C -- Neg 0.02 (5) -- 1.0 (5.0) 45
1) Internal environmental conditions are +/- 2 F (1 C), and +/- 5% RH.

2) Pressure relationships identified are with respect to adjacent areas. For buildings located in warm, humid climates, overall building pressu
re must be positive with respect to outdoors to at least 5 pascals. For cold climates, overall building pressure must be neutral with respect to
outdoors with adequate consideration for vapor transmission through the envelope to prevent moisture damage. For mixed climates (warm h
umid summer and cold winters), overall building pressures must be slightly positive in summer season and neutral in winter season, with res
pect to outdoors.
3) Ventilation rates are based upon ASHRAE Standard 62.1-2007 using default occupancy values, and have other indoor air quality require
ments that are included in the standard. Actual occupancy rates can be used if known.
4) Spa interior conditions must comply with the Spa management design criteria.
5) Exhaust rates shown are for each fixture.
6) Where exhaust rates are not indicated, but negative relationships are desired, adjust exhaust air quantity for the pressure differential sho
wn.
7) Provide combustion air for all fuel fired appliances that complies with the requirements of their listing, all local codes and ordinances.
8) Fresh air must be pre-conditioned before being distributed.
9) All areas of the hotel must comply with ASHRAE Standard 62.1-2007, Ventilation for Acceptable Indoor Air Quality as noted in the Enviro
nmental Conditions Matrix. For hotels that have ETS areas within the property, they must be separated from non-ETS areas with a smoke-fr
ee barrier system.
a. The barrier must pre-clude ETS from transferring to non-ETS areas. Pressure relationships must be maintained so that the ETS areas are
maintained at least -2.5 pascals (-0.01-inches water gage) with respect to the non-ETS areas.
b. Signage must be included to warn guests when they are entering ETS areas. Signage must have notation that includes: "This Area May
Contain Environmental Tobacco Smoke".
c. For guest rooms, selection of finishes may be altered to minimize absorption of smoking odors and ease of maintenance. Alternative gas
phase filtration may be included as part of the guest room air conditioning.
d. Submit all ETS area design information for review and approval by Hilton.
Abbreviations: Pos = Positive, Neut = Neutral, Neg = Negative, N/C = Not Conditioned, Tdb = Dry Bulb Temperature, Twb = Wet Bulb Temp
erature, RH = Relative Humidity, F = degrees F, C = degrees C, CF/M-SF = Cubic Feet per Minute per square foot, L/S-SM = Liters per seco
nd per square meter, Pa = Pascals, Inches w. g. = Inches water gage, NR = Noise Rating = Leq = equivalent continuous sound level in dBa,
MERV = Minimum Efficiency Reporting Value per ASHRAE Standard 52.2.
2. The system type and design capacity must be determined based on the standards required by Hilton Architecture and Construction,
ASHRAE and national and local codes whichever is more stringent.
3. Provide complete calculations and written confirmation that the design of the variable refrigerant system (VRF) complies with ANSI/
ASHRAE standard 15-2007, Safety Standards for Refrigeration Systems, and ANSI/ASHRAE standard 34-2007, Designation and Safety
Classification of Refrigerants (www.ansi.org, www.ashrae.com).
4. Do not use systems that require summer/winter changeover of heating/cooling capacity.
5. Do not use PTAC (Packaged Terminal Air Conditioner) type units.
6. Design all HVAC systems to comply with ASHRAE Standard 90.1-2013 (www.ashrae.com) or an equivalent standard. Submit written
compliance forms to Hilton for review.
7. Refrigeration System Safety:
a. Design all refrigeration systems and machinery rooms to comply with ASHRAE Standards 15 and 34, or equivalent local codes and
standards.
b. For variable refrigerant flow systems that use R-410a in guestrooms, the room volume calculations must include the following
requirements:
1. Room volume must be reduced from the entire floor -to-ceiling measurement, and calculated base upon the floor-to bed-height or
3’-0”/900 mm, whichever is higher.
2. Room volume must exclude the toilet room.
3. Room volume must exclude the volume of any fixed or portable case work.
4. Disregard any exhaust air flow out of the toilet room and any supply air into the guestroom from other ventilation systems.
5. Accessible rooms must reduce the allowable refrigerant volume by 50 percent of non-accessible rooms.
6. Refrigerant piping must not be routed in egress corridors where accidental discharge may occur.
7. When the above requirements are unobtainable, an alarming device must be provided within each guestroom for detection of a
refrigerant leak. In no case must the audible alarm be less than 75 dBA at the pillow level in all guestrooms, with intervening doors
closed during the alarm.
c. Submit written documentation that indicates compliance with the safety codes for review by Hilton.
B. HVAC System General Requirements
1. Air Handling Equipment and Devices:
b. Install all HVAC equipment with access for maintenance. Do not install air-handling units, fan coil units, and mechanical equipment
requiring regular maintenance above gypsum board or inaccessible ceilings. Service access of non-guest area equipment must not be
from guest areas.
c. Protect all air handling devices having internal insulation with foil facings or double-wall construction.
d. Fabricate cooling coil condensate drain pans from non-corrosive materials.
e. Controls
1. Provide electric silent two-position or modulating motorized valve actuators that are replaceable without valve removal.
2. Provide silent type relays in guestroom devices.
f. Filtration
1. Unless more stringent local codes require it, provide minimum single-stage MERV 8 filtration (or equivalent) for recirculating
equipment. Provide minimum MERV 12 filtration (or equivalent) for air handling equipment used to condition and supply ventilation
air.
2. Provide fully synthetic media that does not allow microbial growth when wetted.
2. Use only rigid metallic ductwork for supply air, outdoor air and exhaust systems. Flex ductwork is allowed for a maximum distance of
8'-0"/2.4 m between rigid duct and diffuser/grille.
3. Use duct liner only where required for acoustic needs using closed-cell elastomeric material that complies with ASTM C1534-07-E1
(www.astm.org).
4. Provide non-adjustable temperature sensors located to effectively control the temperature in all conditioned areas. Thermostats in the
business center, fitness center and individual meetings rooms and boardrooms must be adjustable by guests.
6. Screen all rooftop and ground mounted equipment from street views. Locate equipment to avoid increased noise levels in adjacent
guestrooms.
7. Provide a complete fully automated monitoring and dosing water treatment system for open loop systems, and chemical feed capacity for
closed loop systems.
8. Design all gas or oil fire equipment rooms to comply with NFPA 54-2009, NFPA 58-2008, NFPA 31-2006, or equivalent local codes and
standards.
9. HVAC Piping
a. Avoid exposed piping in all areas but mechanical spaces.
b. Conceal all piping, except in mechanical spaces, to complement adjacent finishes.
c. Insulate all chilled water and condensate drain piping using closed-cell insulation products that comply with ASTM C534 or ASTM
C522-03 (2009) e1 (www.astm.org). Select insulation thickness per the 2013 ASHRAE Handbook of Fundamentals, Chapter 23
(www.ashrae.com).
d. Do not use polyvinyl chloride (PVC) and chlorinated polyvinyl chloride (CPVC) piping systems.
e. Provide full-port ball valves and butterfly valves for isolation and shutoff service. Gate valves must not be used.
f. Install unions and isolation valves on supply and return connections at each air-handling device.
g. Provide riser isolation and drain valves to minimize disruption of guestroom services during failures.
h. Provide a means for balancing and maintaining water flows at each device and distribution loop.
i. Provide a means for air elimination and removal from the system and at each terminal device.
j. Ground mounted units must have condensate piping connected to an underground collection system.
D. Water Chillers and Chilled Water Distribution
Water Chillers and Chilled Water Distribution (if applicable)
1. Provide Underwriters Laboratories (or recognized equivalent)-listed chiller that complies with the latest pressure vessel design and
construction standards for both refrigerant and waterside heat exchangers.
2. Rate per the latest ARI Standard (or recognized equivalent) and provide minimum of two chillers, with system sized to allow at least 75
percent of design capacity with one chiller not operable.
4. Acceptable Refrigerants are R-134a, R-407, R-410, and R-123. Comply with Montreal Protocol for phase-out compliance of refrigerants.
5. Select unit efficiencies that comply with national and local energy code requirements or ASHRAE Standard 90.1-2013 (www.ashrae.com)
pending review by Hilton for exceptions.
6. Refrigerant Safety must comply with ANSI/ASHRAE Standard 15 (www.ashrae.com).
7. Cooling Towers
a. Select cooling towers based upon 0.4 percent wet bulb/mean coincident dry bulb (WB/MCDB) ASHRAE climate conditions.
b. Galvanized steel construction is not allowed in coastal environments.
c. Select tower locations to avoid noise or transmitted vibration that affects the guestrooms or guest areas.
d. Locate cooling towers where re-entrainment of tower plume will not affect other air handling systems.
e. Provide back flow preventer for cooling tower to make up water and provide water meter for makeup and blow down function.
8. Specification of chillers shall be solely based upon performance criteria. Do not specify chillers by type of technology.
E. Ventilation Air
1. General
a. Design ventilation air systems to comply with ASHRAE Standard 62.1-2013, Ventilation for Acceptable Indoor Air Quality
(www.ashrae.com) and local codes.
b. Distribute conditioned ventilation air directly into each guestroom. Operable windows are not allowed as the primary means of
guestroom ventilation.
c. If allowed by local codes, ventilation air may be supplied to the guestroom via corridor supplied air and door undercuts. If automatic
door bottoms or seals are required for smoke control, corridors may not be used as the source of guestroom ventilation.
d. Packaged terminal air conditioned units (PTAC) and fan coils are not acceptable for providing ventilation air.
e. Dedicated ventilation air equipment must be specifically designed to allow the ventilation air to be supplied at room neutral conditions.
g. Provide building air balance calculations to Hilton for review and approval.
2. Dedicated Ventilation Air Equipment Selection
a. Select ventilation air units to offset any continuous bathroom exhaust air quantity, any other exhaust air from the corridors, plus air flow
to maintain pressure relationships identified in the Environmental Conditions matrix. If prevailing winds will affect building
pressurization, this must be taken into account in determining building air balance calculations and air quantity for pressurization.
b. Design Criteria
1. Summer
a. Outdoor Conditions: Select ventilation air entering air temperature (EAT) for cooling based on ASHRAE 0.4 percent summer
design Dehumidification [dew point/mean coincident dry bulb (DP/MCDB)] and Humidity Ratio (HR) (www.ashrae.com).
b. Discharge Air Conditions: Select the cooling coil to produce 55 °F DB/12.8 °C DB leaving air temperature and reheat to
approximately 68 °F DB/20 °C if for corridor distribution or 70 °F DB/ 21 °C DB if supplied directly into guestroom.
2. Winter
a. Select EAT for heating based on ASHRAE Annual Extreme Daily Mean Dry Bulb (MDB) Minimum winter design temperature
(not Heating DB at 99.6 or 99 percent) (www.ashrae.com).
F. Dedicated Ventilation Air Units
1. Provide ETL or Underwriters Laboratories (www.ul.com) listed equipment, or similar recognized agency that complies with local code
requirements. Rate per ARI Standards or equivalent refrigeration standards agency.
2. Provide preheat, cooling, dehumidification, humidification and reheat sections.
a. Humidification Requirement: Provide ventilation air units in ASHRAE (www.ashrae.com) Climate Zones 7 and 8 with humidification
capability to comply with the Environmental Conditions Matrix included in the beginning of this Section.
3. Wall construction must be double-wall insulated type.
4. Condensate drain pans must be insulated, stainless steel and corrosion-resistant construction.
5. Provide spacer for temperature sensor between cooling and reheat coils or means of coil temperature measurement via suction pressure
sensing device.
6. Provide special filter support structure to prevent moisture laden filter collapse.
7. Direct-Expansion (DX) Ventilation Air Units
a. Refrigeration
1. Provide a minimum of two independent cooling circuits for units up through nominal 30 tons (105 kW) and at least four independent
cooling circuits for larger units.
2. Provide cooling coil refrigeration circuiting with an intertwined arrangement. Face or horizontal split coil arrangement is not
acceptable.
3. Provide digital scroll lead compressor or include hot-gas re-injection (by-pass) on the lead refrigerant circuit.
4. Provide hot-gas reheat coil, complete with modulating refrigerant valve, downstream of cooling coil, with spacer for temperature
sensor between cooling and reheat coil. Do not use systems utilizing sub-cooler reheat circuits. Fuel gas or electric reheat is not
allowed.
5. Provide dehumidification refrigeration circuit if the outdoor ambient design humidity ratio is more than 100 grains/lb./14.3 g/kg or in
those areas with annual rainy seasons. Do not use systems utilizing sub-cooler reheat circuits.
7. For non-compliant sized VRV systems, provide addressable refrigerant sensor in each guestroom with monitoring function
connected to the fire life safety system (FA panel). Submit monitoring/control strategy for Hilton approval.
b. Gas Heating
1. Provide stainless steel heat exchanger.
2. Provide minimum four-stage or modulating (minimum 3:1 turndown) control for heating.
c. Electric Heating: Provide with minimum four-stage control or SCR (saturated core reactor) modulating controls.
d. Use factory-mounted controls that provide continuous heating, cooling, and dehumidification of outside air using discharge air
temperature control scheme, with space temperature reset control capability.
8. Access panels must be hinged and use latches that do not require the use of tools to open.
2514.07 Plumbing
A. Plumbing Piping
1. Domestic water storage, drainage systems, hot and cold piping material selections and system design must comply with national and local
codes requirements. For those locations without code requirements, contact Hilton for acceptable minimum code requirements.
2. Provide a fully automated domestic water monitoring, filtration and dosing system for potable water storage tanks. Treatment system must
be capable to condition, filter and supply water to WHO or EPA standards.
3. Do not use polyvinyl chloride (PVC) or polybutylene materials for potable water.
4. Insulate all metal cold water and condensate drain piping using closed cell insulation products that comply with ASTM C534 or ASTM
C522-03 (2009) e1 (www.astm.org) . Select insulation thickness per the 2013 ASHRAE Handbook of Fundamentals, Chapter 23.
B. Valve Requirements
1. Install unions and isolation valves on domestic water supply and return connections at each riser or horizontal distribution header.
2. Provide isolation or stop valves at each plumbing fixture.
3. Provide full port ball valves or butterfly valves for isolation or shut-off service.
C. Floor Cleanouts
Locate floor cleanouts outside of normal foot traffic in all public and back-of-house areas.
D. Backflow Prevention Devices
Install suitable backflow prevention devices on all potable water systems.
E. Grease, Oil & Sand Traps
Locate grease, oil or sand traps in the back-of-house or service areas where the devices must be serviced without disrupting normal operations
and out of site of normal guest activities.
F. Domestic Hot Water Generating System
1. Provide hot water production during all normal operating flow regimes.
2. Select system types, storage and heaters that will provide stable water temperature during all flow conditions, and recirculation system for
on-demand hot water in guestrooms.
3. Select system equipment that provides for 100 percent design heating capacity with one heater out of service.
4. For systems that use separate heaters and storage to meet demand, provide at least two storage tanks for maintenance.
7. Hot water is to be stored at no less than 140° F/60° C. Water must be circulated at storage temperature and delivered to guest accessible
outlets at no less than 113° F/45° C. Water must only be blended at the faucet.
H. Commercial Grade Plumbing Fixtures
Provide commercial grade quality plumbing fixtures for all public and back-of-house areas.
I. Conceal Water Pipes
Conceal all water pipes except in mechanical rooms.
2514.08 Electrical
A. NFPA 70 Adherence
Comply with applicable edition of NFPA 70 (www.nfpa.org) and all national or local codes.
B. Light Fixture Safety Listing Requirements
All lighting fixtures must have a safety listing as provided by a nationally recognized testing laboratory, e.g. CE, ISI, UL, VDE. Any other safety
listings on any light fixture (plug-in or hardwired) will need to have undergone the equivalent ASTM testing that would have been required to
achieve a UL listing, approval by the local authority having jurisdiction, and that the property insurance will not be in jeopardy by use of this
labeling.
C. Power Supply
1. In locations where replacement transformers are not available within 24 hours, provide redundant primary transformers that have 100
percent building load capacity for each transformer.
2. Provide main switchboard with provisions that will allow scheduled maintenance on main switchgear without hotel power interruption.
3. In areas where normal power sources are interrupted more than once per day, provide either full on-site power or two sources of utility
supplied power.
5. Locate primary power switchgear in locations where it will not flood.
D. Electrical Wiring Conduit
Electrical wiring must be in conduit (MC cable permitted). Wood-framed buildings are permitted to use “Romex” when code allows.
E. Copper Conductors
Use copper conductors. Aluminum branch and feeder wiring is only allowed on circuits 100 amp and larger, subject thermal imaging to confirm
proper termination.
F. Panels and Service Equipment
1. Install only in non-public and protected service areas. Mechanical or linen room locations are allowed as long as they are not subject to
water piping and have adequate clearances that will not be compromised by storage of other materials.
2. Provide securable panel covers and circuit interrupting devices that can be locked and tagged out.
G. Outlet Devices
1. Install at least 6”/152 mm above finished floor.
2. Install at least 50'-0"/15.2m on center, maximum, in all public corridors.
3. The use of extension cords or power strips, even if surge protected, is not allowed.
4. All hardware components of the Property Management System must be plugged directly into a power outlet (socket outlet) on a dedicated
and ground circuit.
5. All UPS outlets must be of a different color and, where allowed, a different style compared to normal outlets. Outlets must be clearly
labeled.
H. Raceways/Conduits
1. Conceal all raceways and/or conduit in public, finished back-of-house and guest areas.
2. Exposed raceways and/or conduit are only allowed in unfinished service corridors, mechanical or electrical spaces, and parking garages.
3. Existing properties facing wiring installation challenges must receive prior approval from Hilton for the use of wire molding. When allowed in
public areas, molding must be painted to match the ceiling or wall depending upon placement. Molding must not be run centered on the
ceiling. It must run as close as possible to the intersection of the wall and ceiling and must extend completely into corners where possible.
In guestrooms where retrofitting into walls is not possible, raceways must be concealed in an UL approved baseboard/raceway system.
I. Minimum Foot-Candles/Lux Levels
The following table represents the minimum foot-candles/lux levels required within all properties, unless otherwise noted. In the event an area is
not listed below, reference the most current version of the Illuminating Engineering Society guidelines (www.ies.org), local codes and/or a
professional third party lighting consultant for guidance. Exterior lighting must reference local codes & lighting zone 0-4, fixture BUG ratings
requirements IES CH26 Exterior lighting guidelines. Additional requirement lighting requirements can be found in the Fire & Life Safety Section
2516.05.F Egress Lighting.
Light source K
Vertical Mea
Horiz Spe Horiz. Measur Horiz G Vertical F Vertical elvin color te
Area sure Locatio
c FC/Lux e Location at auge C/Lux Gauge mperature Ma
n at
ximum.
Surface Parking Areas
Drive Entrances/Porte Cochere 10 / 100 grade Avg n/a n/a n/a 4000
Drive Lanes 1 / 10 grade Avg 2 / 20 5' AFG Avg 5000
Parking Stalls 1 / 10 grade Avg 2 / 20 5' AFG Avg 5000
Parking Structures
Entrances - Canopied 5 / 50 grade Avg 2 / 20 5' AFG Avg 4000
Drive Lanes 5 / 50 grade Avg n/a n/a n/a 5000
Parking Stalls 5 / 50 grade Avg n/a n/a n/a 5000
Outdoor Miscellaneous
Exterior Paths & Walkways 1 / 10 grade Avg n/a n/a n/a 4000
Guest Areas - Lobby
Lobby Entrance (day) 10 / 100 floor Avg 3 / 30 5' AFF Avg 3000
Lobby Entrance (night) 5 / 50 floor Avg 2 / 20 5' AFF Avg 3000
Service Desks (Registration,Concierge et

20 / 200 top desk Avg 5 / 50 top desk Avg 3000
c)
Lobby Guest Circulation 2 / 20 floor Avg n/a n/a n/a 3000

Guestroom Corridor at Guestroom Entran floor under door l
10 /100 Avg n/a n/a n/a 3000
ces - Under Door ock
Guestroom Corridor at Guestroom Entran
15 / 150 door Lock Avg n/a n/a n/a 3000
ces - door lock
Guestroom Corridor Middle 2 / 20 floor Min 2 /20 5' AFF Avg 3000
Restrooms (inside partitions) 5 / 50 floor Avg 3 / 30 3-5' AFF Avg 4000

Restrooms (countertop) 15 / 150 at counter top Avg 20 / 200 3-5' AFF Avg 4000
Exit Stairs (typical) 5 / 50 floor Avg 3 / 30 5' AFF Avg 4000

Elevators - lobby 5 / 50 floor Avg 3 / 30 5' AFF Avg 4000
Elevators - cab interior 5 / 50 floor Avg 3 / 30 5' AFF Avg 4000
Food and Beverage Outlets
Dining - Casual 10 / 100 table Avg 5 / 50 4' AFF Avg 3000
Dining - Fine 3 / 30 table Avg 1 / 10 4' AFF Avg 2700
Dining - 3 meal breakfast 10 / 100 table Avg 3 /30 4' AFF Avg 3000
Dining - 3 meal lunch 5 / 50 table Avg 2 / 20 4' AFF Avg 3000
Dining - 3 meal dinner 3 / 30 table Avg 1 / 10 4' AFF Avg 3000
Café / Grab & Go 10 /100 table Avg 3 / 30 4' AFF Avg 3000
Lounge / Bar 4 / 40 bar top Avg 1.5 / 3 3-5' AFF Avg 2700
Lounge - Bar 10 / 100 table Avg 5.5 / 11 5' AFF Avg 2700
Lounge - Reading / Work Areas 15 / 150 table Avg 5.5 / 11 4' AFF Avg 2700
Lounge - Social / Waiting Areas 10 /100 floor Avg 5.5 / 11 5' AFF Avg 2700
Executive Lounge 10 /100 table Avg 3 / 30 4' AFF Avg 3000
Commercial Facilities
Specialty retailer - circulation 15 / 150 floor Avg 5 / 50 5' AFF Avg 4000
Specialty retailer - general retail 40 / 400 floor Avg 15 / 150 3-5' AFF Avg 4000
Specialty retailer - feature displays 120 / 1200 floor Avg 75 / 750 3-5' AFF Avg 4000
Specialty retailer - Perimeter na na na 40 / 400 5' AFF Avg 4000

Business Center - Computer 15 / 150 table Avg 5 / 50 3' AFF Avg 3000
Business Center - Print Area 30 / 300 table Avg 7.5 / 75 3' AFF Avg 3000
Business Center - Informal Mtg Area 7.5 / 75 table Avg 4 / 40 4' AFF Avg 3000
Guest Laundry 30 / 300 floor Avg 15 / 150 3-5' AFF Avg 4000
Vending Room /Ice Room 10 / 100 floor Avg 10 / 100 3-5' AFF Avg 4000
SPA - Treatment Rooms 1 / 10 floor Avg n/a n/a n/a 2700
SPA - Changing Rooms 5 / 50 floor Avg 10 / 100 5' AFF Avg 2700
SPA - Make-up Stations 30 / 300 floor Avg 30 / 300 4' AFF Avg 2700
SPA - Manicures (hand rest) 50 / 500 hand rest Avg 15 / 150 4' AFF Avg 2700
SPA - Pedicures (foot rest) 50 / 500 foot rest Avg 15 / 150 4' AFF Avg 2700
SPA - Salon (Barber) 50 / 500 4' AFF Avg 30 / 300 4' AFF Avg 2700
Meeting Facilities
Pre-Function Area - Circulation 5 / 50 floor Avg 1.5 / 15 5' AFF Avg 3000
Pre-Function Area - No Event Off Hrs 5 / 50 floor Avg 1.5 / 15 5' AFF Avg 3000
Pre-Function Area - Regististration Table 20 / 200 table Avg 3 / 30 4' AFF Avg 3000
Pre-Function Area - Social Function 10 / 100 floor Avg 4 / 40 4' AFF Avg 3000
Ballrooms - Casual 20 / 200 floor Avg 5 / 50 4' AFF Avg 3000
Ballrooms - Formal (Business) 15 / 150 floor Avg 4 / 40 4' AFF Avg 3000
Ballrooms - Formal (Evening) 7.5 / 75 floor Avg 2 / 20 4' AFF Avg 3000
Ballrooms - Exhibition (show) 50 / 500 floor Avg 20 / 200 3' AFF Avg 4000
Meeting Rooms/Boardroom 40 / 400 table Avg 15 / 150 4' AFF Avg 3000
Recreational Areas
Swimming Pool/Whirlpool (Deck/Indoor) 15 / 150 floor Avg 2 / 20 5' AFF Avg 4000
Swimming Pool/Whirlpool (Outdoor) 2 / 20 grade Avg 0.6 / 6 5' AFG Avg 4000
Locker Room (general) 10 / 100 floor Avg 3 / 30 3-5' AFF Avg 4000
Locker Room (Countertop) 2 / 20 counter Avg 20 / 200 3-5' AFF Avg 4000
Locker Room - top plumbing fix 10 / 100 top of fixture Avg 3 / 30 3-5' AFF Avg 4000
Locker Room - Showers 10 / 100 floor Avg 5 / 50 3-5' AFF Avg 4000
Fitness Center - Aerobics 40 / 400 floor Avg 4 / 40 3-5' AFF Avg 4000
Fitness Center - Strength Trng 40 / 400 floor Avg 15 / 150 3-5' AFF Avg 4000
Fitness Center - Yoga 15 / 150 floor Avg 10 / 100 3-5' AFF Avg 4000
Fitness Center - Personal Trng 40 / 400 floor Avg 15 / 150 3-5' AFF Avg 4000
Guestrooms/Suites
Floor (general) 2 / 20 floor Avg n/a n/a n/a 2700
Pillow (reading) 20 / 200 at pillow Avg 10 / 100 3' AFF Avg 2700
Tabletops/Counters 20 / 200 table Avg n/a n/a n/a 2700
Seating Areas (Casual) 15 / 150 2'6" AFF Avg 5 / 50 3-5' AFF Avg 2700
shelf face / 6' AF
Closet (dedicated or foyer source) 10 / 100 Avg 5 / 50 shelf face Avg 2700
F
Entrance / Foyer 5 / 50 floor Avg 1 / 10 5' AFF Avg 2700
Desk 20 / 200 desk Avg 3 / 30 4' AFF Avg 2700
Dining Table 20 / 200 table top Avg 3 / 30 4' AFF Avg 2700
Kitchenette 50 / 500 prep surf Min 20 / 200 prep surf Avg 2700
Guest Bathrooms
Vanity Top 40 / 400 vanity top Avg 30 / 300 5' AFF Avg 3000
Tub/Shower (with shower curtain closed) 5 / 50 tub Avg 2 / 20 3-5' AFF Avg 3000
Water Closet Seat 20 / 200 toilet seat Avg 1.5 / 15 3-5' AFF Avg 3000
Back of the House Areas
Office - Reading / Writing (8-10 pt font) 30 / 300 floor Avg 7.5 / 75 4' AFF Avg 4000
Service Area Circulation 5 / 50 floor Avg 3 / 30 5' AFF Avg 4000

Kitchen - Food Prep 50 / 500 surface Min 20 / 200 surface Avg 4000
Kitchen - Dishwashing 20 / 200 counter Min 10 / 100 4' AFF Avg 4000
Kitchen - Food storage Refrigerated & No
10 / 100 floor Min 3 / 30 3-5' AFF Avg 4000
n
Kitchen - Storage Wares 20 / 200 floor Min 10 / 100 3-5' AFF Avg 4000
Cashier 20 / 200 counter Avg 7.5 / 75 5' AFF Avg 4000
Employee Cafeteria 20 / 200 table Avg 5 / 50 4' AFF Avg 4000
Storage Rooms - Freq Use 10 / 100 floor Avg 3 / 30 4' AFF Avg 4000
Storage Rooms - Infreq Use 5 / 50 floor Avg 2 / 20 4' AFF Avg 4000
Electrical Closets 10 / 100 floor Avg 10 / 100 5' AFF Avg 4000
Mechanical / Elec Rooms 20 / 200 floor Avg 10 / 100 5' AFF Avg 4000
Computer Room 20 / 200 floor Avg 20 / 200 5' AFF Avg 4000
Janitor Closet 10 / 100 floor Avg 3 / 30 4' AFF Avg 4000
Laundry / Linen room 30 / 300 floor Avg 15 / 150 3-5' AFF Avg 4000
Receiving/Trash Area - Dock 20 / 200 floor Avg 3 / 30 4' AFF Avg 4000
Receiving/Trash Area - Receiving 30 / 300 floor Avg 10 / 100 4' AFF Avg 4000
Valet 10 / 100 floor Avg 5 / 50 5' AFF Avg 4000
J. Public Area Lighting (including Guestrooms)
1. Incandescent lamps are not allowed in guestrooms.
2. Surface mount strip fluorescent fixtures are not permitted (including vending, guest laundry, business center, etc.).
3. Indirect lighting must be used on all fluorescent fixtures in meeting rooms and the fitness center.
4. Compact fluorescent lamps (CFLs) must not require warm up time for brightness. They must be instant-start and flicker-free.
K. Power Density and Lighting Efficiency
1. Comply with ASHRAE Standard 90.1-2007 (www.ashrae.com) or applicable Energy Codes. Submit written documentation to Hilton to show
compliance with the applicable energy codes and that all fixtures are UL listed.
2. All lighting must meet Correlated Color Temperature (CCT) of 2700-3000 Kelvin and Color Rendering Index (CRI) minimum of 80.
L. Controls
1. Conceal from guest views
2. Service corridors: Switch from local panels whenever practical.
3. Lobby: dimmer control, programming must allow minimum of three settings
4. Restaurants/meeting rooms/boardrooms: dimmer control with local bypass switching
5. General interior lighting: switch locally
6. Stairway and exit lights: switch from panels
7. Guest corridors: switch at panel located in electrical closet
8. Public areas: Control from back-of-house areas
M. BOH Electrical Lamp Protection
Back-of-house electrical lamps must be protected by lens or safety tube covers.
N. Labeling Electrical Panels and Equipment Circuits
Electrical panels and equipment circuits must be labeled.
O. Motion-sensored Light Fixtures
Motion-sensored light fixtures are allowed in the back-of-house locked spaces. Motion-sensored light fixtures are not allowed in
guestrooms unless required by local code.
2514.09 Technology
A. Refer to Section 2518.00
Refer to Section 2518.00, Technology Wiring Standards, for specific requirements regarding voice, data, television and the Property
Management System wiring.
B. Telephone
1. Comply with the specifications provided in Section 1704.00.
C. Internet Access Location Requirements
Internet access must be provided in the following areas. The type of internet access listed must be provided as a minimum. Additional types are
allowed. See Section 1705.00 for specific requirements.
1. Guestroom - wireless required; wired optional
2. Lobby - wireless
3. Meeting rooms - wireless
4. Boardroom - wireless
5. Business center - wired for business center equipment; wireless for guests
6. Restaurant - wireless
7. Bar - wireless (includes Lounge)
12. Patios - wireless
D. Television
1. Comply with the specifications provided in Section 1706.00. Required minimum sizes are given in individual areas of Section 2500.00.
2. Televisions must be connected to a master antenna system or cable that is capable of passing high definition (HD) content to all televisions.
3. Guestroom televisions must be attached securely to a swivel base or mount.
5. Wall-mounted televisions are not permitted. Suite wall-mounted televisions are allowed on non-demising walls.
6. Guestroom televisions must not be pre-programmed to automatically turn off after any amount of time. A guest-controlled sleep timer is
acceptable.
7. If a control box is required with the television, it must be hidden from view and space for it included in the design of the furniture supporting
the television.
E. Sound System
Music
1. Distributed audio (background music) is required in the following areas.
a. Patio
b. Porte cochere
c. Pavilion Lobby
i. Public restrooms
j. Dining area/restaurant/bar
k. Lounge
l. Meeting room/boardroom
m. Not Applicable to this Brand
n. Not Applicable to this Brand
o. Pre-function
p. Not Applicable to this Brand
q. Elevator lobbies
2. Volume must be controllable by guest in the meeting rooms and fitness center when provided.
4. A wireless solution is acceptable for existing hotels.
5. Brand approved music must be provided. Contact the Brand Performance Support Advice team for more information.
G. Emergency Communication
1. All properties must have emergency telephones/communications.
2. Dedicated emergency telephones are to be installed in the following areas:
a. Self-park parking garages -- one minimum per level
b. Within each elevator/lift including service elevators/lifts.
4. Dedicated panic buttons are to be installed in the following areas:
c. Cash handling areas
d. Areas of potential gas release
e. Front desk at each workstation
I. Security Systems
3. Closed Circuit TV Surveillance System (CCTV)

Installing a CCTV system is allowed. However, monitors may not be mounted in any area of the hotel within view of guests. Monitors are
permitted at the front desk but must have a built in appearance and not within view of guests.
2514.10 Guardrails
Provide guardrails at all grading differences over 42"/1.0 m. Railings must be a minimum of 42”/1.0 m in height and must have intermediate rails or
ornamental pattern such that a 4”/100 mm diameter sphere is not able to pass through and that children cannot climb (i.e. horizontal rails).
2514.11 Hazardous Materials
Materials are not allowed if they pose potential harm to guests or team members or to the environment. Materials are considered harmful if they have
the potential to fail in practice, either during their installation or during their life including long-term disposal or degradation. The following materials
are not recommended for use. They include, but are not limited to, the following:
A. Deleterious Materials
1. Asbestos
2. CFCs
3. Crystalline silica
4. Formaldehyde
5. Lead
6. Man-made mineral fibers
7. Polychlorinated biphenyls (PCBs)
8. Vermiculite
9. Volatile organic compounds (VOCs)
10. Wood preservatives
11. Brick slips and brick panels
12. Calcium chloride
13. Calcium silicate brickwork
14. Cem-fil
15. High alumina cement (HAC) concrete
16. Mundic
17. Sea dredged aggregates
18. Wood wool slabs or wood wool cement boards
B. Problematic Materials
1. Cement fiber slates
2. Composite panels
3. Galvanized steel wall tiles
4. Hollow clay pot floors
5. Nickel sulphides
6. RAAC planks
7. Tesserae
8. Thin stone panels
C. Other materials
1. Hair plaster
2. Masonry and steel—coke breeze/furnace ash and filler joist construction, “Regent Street Disease”
2515.00 Furnishings, Fixtures and Equipment
Additional requirements for the guestrooms are located in Section 2510.00.
A. Soft Good/Casegood Replacement Cycles
For existing hotels, any soft good or casegood must be replaced when condition, design style and/or relevance warrants as determined by the Brand or at
the following ages (whichever comes first):
> 6 years for soft goods (e.g., drapes, bedding, etc.)

> 12 years for furniture, fixtures and equipment
2515.01 Furniture
A. Soft Good/Casegood Replacement Cycles
Furniture and its hardware must be manufacturer's commercial furniture or better.
B. Furniture
1. In the event that a Brand required furniture program exists and differs from the standards that follow, the program requirements must be
followed.
2. General Construction
a. Joints must be splined, mortised and tenoned, tongued or doweled, or full length blocked, glued and screwed in two directions,
following the best practice of commercial construction. All work must be carefully corner-blocked, well fitted, glued and reinforced with
wood screws.
b. All excess glue must be cleaned from surfaces exposed during normal use.
d. All screws must be turned in, in such a way as to not strip the hole or the screw head, and not split or swell the joining member.
e. All plastic laminate tops must be surfaced with high pressure laminate with a minimum 45 lb/20 kg density industrial grade particle
board core with fine face particles and proper backing sheet to prevent warping. Tops must be laminated using contact, semi-rigid
(PVAC) or rigid (ureas, resorcinol) adhesives to provide for type two bonding. All plastic laminate tops must be an acceptable match to
the veneers. A sample must be presented to Hilton for approval.
f. All post laminated veneer edges must be 3-ply face/double crossed veneer construction, no less than 1.3 mm thickness.
g. Solid wood panels must float within the frames of doors or drawer fronts.
h. Off-the-floor cases over 60”/1.5 m in length must have turn-buckles or center support.
i. Caster blocks are to be glued and attached with screws.
j. Double lagged leg bolts and leg stretchers must be utilized on all desks.
k. Where natural stone, granite or similar approved tops are specified, a sub-top of 1/2"/12.0 mm (minimum) plywood must be provided.
l. Where glass tops are used, they must be securely fitted to the base and must not be loose.
3. Material Requirements
a. Endangered wood species are not permitted.
b. Casegoods must be of good quality with solid timber edge bands, veneered interiors, etc. and kiln dried with minimum moisture levels
depending on species.
c. Type or species of veneer must be spelled out on all factory quotes. All face veneers and balancing back veneers must be applied with
waterproof glue under controlled pressure.
d. Minimum veneer thickness is 0.06 cm/0.61 mm.
f. Back panels must be glued and securely fastened by screws or gun staples. Fasteners must be flush with outside back and must not
swell, split or protrude through finished surfaces.
g. Optional wooden dust bottoms must have one good side, with the good side exposed when the drawer is removed.
h. Top edges of drawer sides and backs must be sanded flat with beveled edges and rounded bottom and covered with a clear sealer coat
and finished with a catalyzed top coat. Discoloration, mineral streaks and excessive machine marks will not be permitted. Glued-up
stock must match in color.
i. Drawers must be well sealed on the inside backs, fronts, side partitions, bottoms, outside sides and backs. They must be free of dirt,
dust, glue or any foreign matter prior to rubbing, waxed with the required material and wiped dry to remove sand and sealer dust.
Manufacturer to provide heavy duty commercial ball bearing drawer glides with stops at 2/3 the depth of the drawer.
j. Dovetails must be well glued, fitted, puttied if necessary, and sanded.
k. Drawers must have hardwood or 7-ply veneer sides and backs finished smooth with a clear sealer coat and a catalyzed top coat. All
joints must be multi dovetail or linear (French) dovetail. Drawer bottoms must be plywood, and in all cases must be contained in dadoes
on all four sides; glue-blocked in place to assure continuing squareness. Drawer inside must be stained and finished with a catalyzed
top coat.
l. All exposed metal must be of a gauge appropriate to piece and have no visible welded joints. Metal finishes must have clear enamel
matte coating, clear rust inhibitor, baked enamel, or powder coated finish for humidity protection to prevent rust and corrosion.
Manufacturer to ensure materials are non-corrosive and suitable for use in high humidity and salt air locations as required.
1. Wood particleboard cores must conform to commercial standards Type I, Grade B, Class II.
2. Tops must be particle board if they are core or veneer banded on all four edges and do not have an unsupported span of more than
25"/635 mm. Tops with unsupported spans of 30”/760 mm or more must have anti-snag strips or backing sheets.
3. No exposed particle board will be allowed in any furnishings. This includes routed and stained edges on tops.
4. Lock-mitered cases must have core bands on fronts and backs of particle board.
5. Particle board is allowed to be used in doors if it is banded on four sides.
6. Hardware must have applied rust-proof and tarnish-proof sealers.
m. The hardwood plywood must be constructed as specified. Bondage must be Type 2 or better, and face and back veneers must not be
less than 1/32”/79 mm to 1/42”/56 mm thick before sanding. When face and back veneers are not of the same species, the two
veneers must be of the same density and thickness.
n. Face veneers must be Grade 1 flat cut quartered veneers. All face veneers in one panel must be matched for color and grain to present
a uniform appearance. This requirement applies to all paneled surfaces which can be viewed in normal position of use and, in addition,
the back of the desk, top side of shelves and the interior of bookcases and various other visible compartments and surfaces.
o. Face side of drawer bottoms or mirror backs and various other unexposed surfaces must be Grade II or better, and may be rotary cut
veneers.
p. Veneer cores must be Grade II or better and any voids at panel edges must be fitted. The entire exposed edge of the core must be
banded with the same kind of wood as other exposed parts.
q. Back of drawer bottoms must be Grade III or better. Lumber core panels must be regular grade except that no butt joints or knots in
excess of 1.2”/12.5mm diameter will be permitted.
r. Crossbands must not be less than 1/32”/79 mm thick and must be Grade II or better.
s. Crossbands, veneer cores and lumber cores must be of medium or low-density wood.
t. Not Applicable to this Brand
u. Rattan/Wicker: Skin off is required to allow stain to be absorbed evenly and lacquer to protect the finish. Skin on is a natural finish and
requires a sealer to maintain natural color.
4. Workmanship
a. Doors must be free of rattle, squeaking, warp or rubbing. All doors must be approximately uniform in clearance. All catches must be
properly aligned and installed.
b. Drawers must have free-running action with no binding or sticking. Drawers with side mounted metal glides must operate freely with no
squeaking or rattling and be well lubricated. Drawer guides and runners must be securely fastened and properly positioned to assure
correct drawer alignment.
c. Route lines, cut-outs or grooves must be smoothly machine and/or sanded. Shapes, carvings and 'U' cuts are to be finished smoothly
with no visible unfinished or rough areas.
d. Drawer interiors and storage compartments are to be sanded smooth and free of glue or finish runs and PVC bonded to prevent
moisture absorption. Sides, ends and bottoms are to be free of splinters, snags, slivers, staples, nails and screws.
e. All hardware, such as hinges, pulls, latches, catches, glides, etc., must be attached so that they fit and operate properly and serve their
purposes during transit and use.
f. Mitered corners are to be square, flush, tight and well glued.
g. Interior screws must be flush or countersunk with the surface of the part where used.
h. All glides, casters and ferrules must be properly attached so as to remain permanently in place at all times and capped.
i. Face-nailed molding and overlaps must be nailed as inconspicuously as possible with nails countersunk and filled. Back nailing must be
used whenever possible.
j. All cane must be applied straight with no broken or loose strands and must be smooth after rubbing.
k. All items furnished under this section must be guaranteed against manufacturing defects in workmanship and materials. Repairs of
such defects during the first year, after final completion and acceptance, must be made by the manufacturer at their cost and expense,
without charge to the purchaser or hotel. All such replacements and repairs must be made at one time and at hours mutually
satisfactory to both owner and factory.
m. All dining tables must have adjustable glides.
5. Appearance and Finish
a. Color of like finishes must be color-fast, uniform and compatible between pieces manufactured in the same plant; between pieces
made in various plants, and from one production cut to another.
b. Each finishing material must be formulated and individually batch-checked to insure compatibility with the batch and every other
material used to produce a color-fast finishing system.
c. Distressing, shading, highlighting and spatter in any one group must be consistent and uniform between pieces and plants and from
one cut to another.
d. Interior surfaces of compartments and drawers must be free of dirt, dust, shavings or any foreign matter before finishing.
e. Finish must be rubbed to required smoothness and sheen and must be sufficiently dry to prevent marring or printing on the surface
when packed. Finishes rubbed through are not acceptable.
f. Edges and backs of doors and drawers must be finished to be compatible with exterior.
g. Excess pumice, oil, wax and rubbing compound must be wiped clean after rubbing.
h. Finishing:
1. Spray with stain and/or washcoat and/or toner.
2. Spray with filler as required to properly fill wood pores, remove all excess filler and allow to dry.
3. Spray with sealer of not less than 16 to 20 percent solid content.
4. Sand sealer smooth, finishing with paper.
5. Shade with shading stain as required to obtain uniform color and effect.
7. Spray two coats of moisture-resistant catalyzed finish.
8. Rub with steel wool, wet or dry finishing paper, wax and wipe clean as desired for the required sheen specified.
9. Clean laminate surfaces with cleaning agents and wipe dry.
10. Finishing must be performed according to local guidelines of Finish System Standards for a 'Premium Grade' better in the US or
custom grade quality in Asia Pacific and Europe. All wood must be finished with a commercial grade conversion lacquer finish to
withstand water and alcohol.
11. For Closed Grain Woods, finishing steps must be as follows:

1. Vinyl Washcoat
2. Stain
3. Vinyl Sealer
4. Sand (220 Grit)
5. Top Coat
6. Top Coat
12. For Open Grain Woods, finishing steps must be as follows:

1. Stain
2. Vinyl Sealer
3. Sand (220 Grit)
4. Top Coat
5. Top Coat
i. Lacquer painted surfaces are not allowed.
j. Lacquer Finishes
1. Polyurethane Lacquer
a. The use of polyurethane lacquer (PU) is required when there is no glass, stone or laminate top. This finish is for interior use
only, as to maintain the appearance of the piece for a minimum of ten years.
1. PU 100 Gloss - This finish is a polyurethane Clear Lacquer with a H99-03 (NY)Polyfunctional Isocyanurate Hardner
leaving a clear gloss of greater than 90 degrees.
2. PU 50 Matt - This finish is a Polyurethane Satin Clear Lacquer with a 98- HO Polyfunctional Isocyanurate Hardner leaving
a milky appearance with a gloss of 45-50 degrees.
2. Catalyzed Lacquer
a. They are a two part system, the lacquer and the catalyst. A post cat conversion varnish is the standard of the industry for most
cabinetry. It is a hard, durable and chemical resistant finish. It is slower to dry than a pre cat or nitrocellulose lacquer. But
because there is a high catalyst ratio it will cure to about 85 percent within a 24 hour period. You must use it in a controlled
environment. It needs to be greater than 65° F/18° C to be used, otherwise it will fail to crosslink properly and you will get a
much reduced durability. Catalyzed Lacquer is a solvent based finish that has cross-linking properties to form a more durable
surface.
1. Pre-catalyzed has the catalyst added at the factory, where with post-catalyzed, you add the catalyst at the time of use.
Pre-cats are generally a little slower in dry time and cure because the catalyst is not as powerful, or "hot." There are also
blocker solvents in the lacquer that help prevent the chemical reaction from taking place in the can. This results in long pot
lives, six months or better, and no hassle with adding catalyst.
2. Post-catalyzed lacquers dry and cure faster, and are better for high production uses.
6. Performance
a. Drawers and doors must be fitted, properly aligned and must operate smoothly under various atmospheric conditions.
b. All doors, drawers, leg mechanisms, trays and other operating parts must be well fitted, properly aligned and operate smoothly without
loose or sloppy action.
c. Doors must not rub, rattle or be warped. Hinges must operate smoothly and quietly with no binding or other defect to affect
performance.
d. All tops and structural members must be warp-free.
e. Hardware, both trim and functional, must be straight and firmly attached.
C. Upholstered Furniture
1. Refer to prototypical drawings for location, number and groupings of individual pieces.
3. Upholstered furniture may not be fully upholstered in vinyl. Vinyl is permitted on seats only. Vinyl welts are not allowed.
4. Upholstered furniture must meet the following requirements: (when applicable)
a. Adhesive reinforced seams as necessary
b. Lined flounces
c. Sleeper deck flap
d. Non-corrosive rust proof zippers
e. Non-corrosive, heavy duty, nylon carpet glides to fit the footprint of the leg. The appropriate glides are required on all dining chairs and
bar stools to eliminate damage to the flooring material.
f. Components (fabric, decking material, filling/padding, welt cord and barrier material, if used) must be tested in accordance with local fire
regulations. Salt-base flame-retardant chemicals are not to be used.
g. All flame retardant certificates of compliance must be provided to the hotel for all components of the upholstered items.
h. Frame requirements:
1. Joints are double doweled, glued and nailed.
2. Corner blocked, gusseted, glued and screwed as necessary.
3. Metal or sleigh base for some applications.
i. Seat spring requirements:
1. Sinuous (No-sag) construction
2. 8 gauge spring wire
3. 4”/102 mm or less spacing on center
4. Noise abating coated spring clips
5. Lateral stabilizing wrapped edge wire
6. 2 oz. bonded polyester deck insulator
7. Springs must be hand-tied, connecting insulated wire
8. Universal springs must have lifetime guarantees
j. Back spring requirements:
1. Sinuous (No-sag) construction
2. 11 or 12 gauge wire
3. Lateral stabilizing wrapped edge wire
4. Noise abating coated spring clips
k. Body padding requirements:
1. 1.8 density polyurethane of appropriate I.L.D. (Initial Load Deflection)
2. Minimum of 2 oz. bonded polyester fiber
l. Seat cushion requirements:
1. Guestrooms:
a. Seats: Minimum 1.8 density polyurethane with an I.L.D. (Initial Load Deflection) of 24-32 foam with a soft crown.
b. Back Cushions: 1.8 density polyurethane with an I.L.D. (Initial Load Deflection) of 18 I.L.D. foam.
2. Public Areas:
a. Seats: Minimum 2.2 density polyurethane with an I.L.D. (Initial Load Deflection) of 24-32 foam with a soft crown.
b. Back Cushions: 1.8 density polyurethane with an I.L.D. (Initial Load Deflection) of 18 I.L.D. foam.
3. Wherever urethane foam cushioning is utilized in seating, it must be combustion modified high resiliency (ICMR foam in the US and
CMHR in Europe).
4. Cushions and back pillows must be poly-dacron and wrapped with muslin and must pass local, state, and federal code
requirements. Cushion covers must have security clips in US and non-corrosive zippers as required for cleaning ease.
m. Back pillow requirements:
1. 2.25 density high resilience polyurethane with an I.L.D. (Initial Load Deflection) of 18 I.L.D.
2. Wrapped in polyester fiber or down proof bag enclosing non-bonded polyester fiber
n. Fabric requirements:
2. Stain resistant finish is required.
6. Decorative Pillows insert must be microfiber; 0.7 denier hollow conjugated siliconized microfiber or finer than 1.3 denier.
D. Sofa Bed
1. General Requirements
c. High quality 4/4 kiln dried hardwood and laminate panel board construction with fasteners and reinforced mechanisms. Cushions must
be 8 gauge sinuous construction with 1.8 # of highly resilient foam or 25 innersprings per cushion wrapped with Dacron.
d. All materials to meet or exceed CA TB – 117, TB-1633 and local regulatory guidelines.
2. Sleeper Mechanism
a. Mechanism is a one-piece heavy gauge tubular steel.
b. No metal bars or springs under the bed.
c. Heavy duty square tubular frame construction.
d. Mattress platform must be removable.
e. Mechanism not to require lifting to exceed 1”/25 mm.
g. Available mounting sizes: 60"/1.5 m width 52"/1.3 m width 47"/1.2 m width
h. 5 year warranty on mechanism
3. Sleeper Mattress
e. Damask ticking fabric quilted to a layer of 1.5 oz. hypoallergenic fiber.
f. 1”/25 mm layer of 1.5 oz. hypo-allergenic densified fiber to be upholstered between quilted top panel and two pieces of ¼”/6.0 mm fiber
insulator pad.
g. 6”/150 mm premium innerspring unit, 4-turn contract spring unit made of 13.5 gauge wire coils.
h. Coil count: queen – 345, full – 299
E. Outdoor Furniture
1. All pool and balcony furniture must be weighted for coastal and areas with high winds.
Weight guidelines:
Chaise: 40 lbs/18.1 kg-50 lbs/22.7 kg

Dining Chair: 20 lbs/9.1 kg
Barstool: 20 lbs/9.1 kg
Dining Table Bases: 110 lbs/49.9 kg
Dining Table Tops: 50 lbs/22.7 kg
Tea Table Top and Base: 10 lbs/4.5 kg
2. Frames/Table Bases
a. Metal Finishes: All outdoor furniture frames must be made of wrought aluminum, cast aluminum or steel; sealed; powder coat finish to
avoid corrosion and rusting.
c. Woven: Woven must consist of an all-weather product (i.e., A026 Polystrap) or polyurethane resin fibers; resistant to harsh weather; UV
rated.
d. Composite/Synthetic:
1. Composite: woods must be made of Marine Grade Polymer (MGP)
2. Synthetic: woods 100 percent recycled polyethylene plastic; pre-dyed coloring to avoid against fading; UV stabilizers; seat slats
must have slight flex for extra comfort.
3. Polywood: Lumber must be made from high-density polyethylene (HDPE), UV-inhibited pigment systems, foaming compounds,
and selected process additives. The HDPE primary raw material must be derived from post-consumer bottle waste, such as milk
and detergent bottles or other HDPE post industrial material. This material must be cleaned by a decontamination process to a
high purity level, which removes contaminants such as food residue, paper, and adhesives. It must then compounded into a rigid
board stock material; with the resulting finished product containing over 90 percent recycled plastic by weight.
3. Table Tops
a. Glass: Glass tops are not acceptable.
b. Wood: Wood tops must be sealed with a clear coat polyurethane.
c. Composite/Synthetic Wood:
1. Composite: Woods must be made of Marine Grade Polymer (MGP)
2. Synthetic: Woods 100 percent recycled polyethylene plastic; pre-dyed coloring to avoid against fading; UV stabilizers.
d. Stone: Stone tops must be sealed; with smooth edges and secured to the table base.
e. Composite/Synthetic Stone:
Quarizz: This is an MDF center with a sealed concrete exterior; epoxy undercoat with Tiger Drylac top coat and is suitable for outdoor
areas.
f. Acrylic: Requires a removable metal rim with diameter cross supports; minimum thickness of .22”/5.6 mm for tea tables; minimum
.50”/12.7 mm for dining tables and of a textured pattern, as not to show scratches.
4. Table Glides:
Outdoor tables exceeding 24”/600 mm must have heavy duty nylon (plastic not acceptable) adjustable glides that are weather resistant and
suitable for various types of flooring finishes.
5. Cushions
a. Dacron Foam: minimum of 2.8 lb/1.3 kg density with a polyester cushion padding resistant to harsh weather conditions; quick drying;
mildew resistant; meets CAL TB Section 3; ASTM D 3675 Flame Spread; ASTM E 662 Smoke Density.
b. Dry Ease Foam: 50 ILD EZ-Dry Foam with pore size of 35 ppi; density 2.0 lbs./ft³ ; tensile 8.0 psi; elongation 25 percent; tear 2.0 lbs/in;
IFD 25R (15” x 15” x 4”/375 mm x 375 mm x 100 mm) 50 lbs; 50 percent compression set at 15 percent.
c. Fabric : must be a solution dyed acrylic fabric; rated specifically for outdoor use; stain treatment; meets all regulatory guidelines.
d. Cushions: must be removable and have a non-corrosive, coordinating zipper; color must coordinate with complimentary fabric.
6. Chaise lounges used in sandy areas are required to use a sleigh/sled style base frame.
2515.02 Fabrics
A. Fabric Selection Requirements
All fabric selections must meet the following:
1. Be of heavy duty contract quality.
2. Runs must be of the same color batch/dye lot.
3. Comply with the following rub tests:
a. Upholstery and pillow fabrics: 30,000 DR Wyzenbeeck or equivalent.
b. Light fastness: 40 hours. Test method: A.A.T.C.C. (American Association of Textile Chemists and Colorists, www.aatcc.org/) or regional
testing.
4. Comply with the local fire regulations or the following, whichever is more stringent.
a. Interior drapery fabrics used must meet the following codes:
1. BS 5867 Part 2 Type B
2. Proof of compliance is required by either a sewn-in manufacturer’s tag or a letter on file from the manufacturer.
b. Upholstery fabrics used must meet the following codes:
1. BS 5852 Part 2 Source 5
c. Decorative pillow and bed valance/skirt fabric used must meet the following codes:
1. EN1021 Parts 1 & 2
5. Flame retardant certificates of compliance must be provided to the property.
6. Stain treatment is required on all upholstery and decorative pillow fabrics.
8. Upholstery vinyls must be 100% polyvinyl chloride (PVC) or polyurethane (PU) faced vinyl. PU must come with testing to show that the
product exceeds ISO 1419 (Tropical Test Method C, 5 weeks).
a. Backings : Single direction knits and suede backing are not acceptable.
b. Stain resistance: Guestroom vinyl to exhibit durable stain resistance and release of stains from food, drinks and writing instruments using
common cleaning agents. Vinyl must demonstrate release of stains such as black coffee, red wine, ballpoint pen, mustard, iodine and denim
color transfer after being pressed into the surface at a load of one psi for one minute followed by an aging period of 24 hours. The minimal
stain rating following cleaning should be a 4.5 using the AATCC gray scale (5.0 = no change). The stain resistance must not be imparted
using a sacrificial top layer; rather, cleaning resistance must be repeatable and the appearance must not be changed by cleaning. These
properties must exist after 30,000 double rubs on the Wyzenbeek machine.
2515.03 Window Treatment
A. Window Treatment
1. Window treatments are not required on transom, clerestory, pool (exterior windows), and fitness center (exterior windows). For security
purposes window treatments are not permitted on vision panels and/or side lights at Business Center, Guest Laundry, and Fitness Center
entry doors.
5. Public Areas
a. All windows must receive window treatment.
c. Vision panels and/or side lights at the entry door to public spaces are not to receive window treatments and must be left uncovered for
security purposes.
6. All other windows (for example, non-public spaces such as offices or housekeeping) must have 2"/51 mm wood blinds at a minimum.
7. Guestroom Window Treatment
a. Window treatment in typical guestrooms must include over drapery that is blackout lined and a decorative sheer or decorative sheer
over colored blackouts.
b. Window treatments must be custom-tabled for exact size. All selvages to be removed. All patterns must be matched.
c. All window treatments must be full height (floor to ceiling) and ceiling mounted.
d. Window treatments must have a 1/4"/6.0 mm clearance at the ceiling mount.
e. Bottom of window treatments must be ½”/12.0 mm clear above the finished floor; actual clearance may vary from 1/4"/6.0 mm to 1/
2"/12.0 mm.
g. All window treatments must have a minimum of 4"/100 mm overlap.
i. Top Treatment
1. Fabric valances or cornices are not allowed; architectural details such as window pockets, soffits, crown moldings, etc., which
conceal the drapery hardware is required. Overlapping is required.
l. Side Panels
1. Side panels must be 200 - 250 percent fullness. Finished widths of stationary side panels are 28″/71 cm (1-1/2 widths of 48″/1.20 m
wide fabric) and 30″/76 cm (1-1/2 widths of 54″/1.37 m wide fabric).
m. Sheers
1. Sheer or casement drapery fullness must be 2-1/2 times the width of the opening when measured across the finished hem plus
overlaps and returns. This equates to 250 percent for Pinch Pleat drapery fabrication and 120 percent for Ripplefold drapery
fabrication.
n. Not Applicable to this Brand
o. Not Applicable to this Brand
p. Not Applicable to this Brand
q. Drapery Hardware
1. All hardware must be affixed by drill and plug method. "Shot" installation is not allowed.
2. Installation must be a two-track or three-track system.
a. Three-track systems must have individual tracks for sheers, blackouts and over drapery. When fixed side-hanging over drapes
are used, short tracks or rods approximately equal in length to the over drapes are required.
b. Two-track installations must consist of individual rods for sheers and full-traverse over drapes with sewn-in blackout lining.
3. Cordless hand-drawn track must be used.
4. All draperies must be pinned and hung evenly with stainless steel pins. All lined and unlined headings must use non-corrosive,
heavy duty hooks.
5. Exposed drapery tracks are not allowed.
6. All batons must be front mounted.
7. All drapery batons must be clear.
10. Electrical operated drapery and or shades/blinds are allowed.
r. Motorized Blinds
1. Must be contract grade.
2. Must be inside window mount.
3. Must be 99% blackout.
4. COM must be of contract grade and meet local fire regulations.
5. No more than 1/16"/1.6 mm clearance is allowed on each side.
6. Wall switch or remote controls are acceptable.
s. Manual Blinds
1. Must be contract grade.
2. Must be inside window mount.
3. Must be 99% blackout.
4. COM must be of contract grade and meet local fire regulations.
5. No more than 1/16"/1.6 mm clearance is allowed on each side.
6. Chain pulls must be secured at the bottom.
2515.04 Top Surfaces
A. Top Surfaces Definition
Top surfaces are all tabletops or countertops or other horizontal interior architectural element that people can touch.
B. Top Surface Material Requirements
Materials used must meet the performance criteria that follows:
1. Structural integrity as required for intended use without deflection
2. Solid, non-porous material
3. Impact and scratch resistant
4. Resistant to damage from standing water
5. Non-corrosive material
6. Washable with standard non-toxic housekeeping chemicals
7. Marble must be 3/4"/20 mm thick with polished edges on exposed sides and must have a tuff skin protective coating.
8. Countertop materials used in food preparation and serving areas must be resistant to damage from heat.
E. Overall Top Surface
An overall top surface minimum thickness of ¾”/19 mm is required when a laminate top is used.
F. Porous Stone Tops
All porous stone tops must be properly sealed upon installation. The use of a tuff skin sealer or an equivalent is required.
G. Fixed Glass & Bumpers
Glass must be fixed. Provide clear acrylic bumpers adequate for size of top of table/case piece.
H. PLAM Requirements
Plastic laminate tops must be surfaced with high pressure laminate with a minimum 45 lb/20 kg density industrial grade MDF core with fine face
particles and proper backing sheet to prevent warping. Tops must be laminated using contact, semi-rigid (PVAC), or rigid (ureas, resorcinol)
adhesives, to provide for type two bonding. A “V” groove 1/16”/2 mm deep is required for all inset laminate tops with a solid wood edging sanded
smooth. All patterned plastic laminate must be matched exactly at joints. The finished appearance of the plastic laminate must be free from
blisters, cracks or any other defects due to faulty workmanship.
I. Stone Top Requirements
Stone top must have plywood sub-top, painted black. Top must be glued and screwed to base of casegood. All exposed surfaces must be sealed
with an approved impregnator and penetrating sealer to protect stone from water, alcohol, and chemical stains.
J. Top Surface Construction Approval
The construction of the top surface must be approved on an individual basis by Hilton as being aesthetically appropriate for the Brand and the
specific context of the design. Any Brand required furnishing program must be followed and is construed as a requirement over anything
contained herein this section.
2515.05 Art
A. Artwork Framing Standards - Public Areas:
1. Mounting
a. Paper art must be dry mounted to prevent buckling with the following exceptions:
1. Expensive pieces whose value will be jeopardized. Proper conservational mounting techniques may be used, such as T hinges
made from acid free linen tape.
2. Dimensional art or where dry mounting is impossible.
3. Free floating pieces
b. Photographs must be mounted if possible. Valuable photographs may be mounted using conservation adhesive tissues and backing
boards.
2. Matboards
a. Conservation of artwork requires either an acid free rag matboard, or at minimum an alpha cellulose board. Approved brands are
Bainbridge Alphamat, Crescent Rag, Larson Juhl Artique and Rising.
3. Glass
a. Regular framer’s glass is acceptable. A conservation glass, such as 98 percent UV protected, is preferred for valuable pieces.
b. Plexiglas is acceptable for larger pieces in excess of 48”/1.2 m in width.
c. Reflection controlled glass or Plexiglas must be used at bright sunlight areas.
4. Frames
a. Wooden moldings are preferred.
c. All frames must be sealed with either a paper moisture barrier or tape.
B. Contract Framing Standards - Guestrooms
1. Mounting
a. Wet or dry mount to foamcore is acceptable.
2. Matboards
a. Matboards must be white core regular matboard or better.
3. Glass
a. Regular framer’s glass is acceptable.
4. Frames
a. Wooden moldings are preferred.
b. MDF core frames are acceptable upon prior approval by Hilton.
c. When fitted, all frames must be sealed with either a backing paper or tape.
6. Security Hardware
a. Artwork must be supplied with a T-screw locking system or other approved method.
b. Lighter artwork may utilize standard brackets at top. Heavier items, especially mirrors, must use a Z-bar or similar cleat at top as well
as a T-screw lock at bottom.
2515.06 Mirrors
A. Mirror Requirements
Mirrors must be 3/16”/4 mm – 1/4"/6 mm polished with vinyl backing/vinyl safety back, free of distortion. Mirrors must be fabricated of polished
plate glass. All mirrors must be guaranteed against silver oxidation. All mirrors must be mounted on hardwood or masonite backing at a
minimum 3/16" thickness.
B. Frames
1. Wooden moldings are preferred.
3. All frames must be sealed with either a paper moisture barrier or tape.
4. MDF frames are not allowed in bathrooms or other areas in close proximity to moisture.
C. Mirror Installation Requirements
All mirrors must be installed with tamper-proof 3-point (4-point must be used on larger pieces) security mounting hardware appropriate for wall
condition and weight of mirror for a complete and finished installation.
2516.00 Fire Protection and Life Safety Requirements
2516.01 Administration
A. Applicability
1. This standard details fire and life safety requirements for the design and construction of new properties, conversion of existing properties
and the renovation of existing properties under the Hilton Portfolio of Brands. These requirements are applicable to all properties within the
Hilton system including owned, managed and franchised properties.
2. The requirements are performance-based with the goal of safeguarding guests and employees from fire incidents within all Hilton
properties.
B. Compliance with Standards
1. Where the requirements of local, regional and/or national authorities (i.e. the Authority Having Jurisdiction hereafter, AHJ) exceed those
prescribed by Hilton, the more stringent standard must be followed. Conflicts between applicable standards must be referred to Hilton's
Architecture and Construction group for review and resolution. Where a clearly recognized AHJ does not exercise jurisdiction, Hilton
reserves the right to specify additional fire and life safety standards applicable to a project or property.
2. In the event of unusual circumstances, alternative design approaches may be considered. Nothing within these standards is intended to
prevent the use of systems, methods or devices of equivalent or superior quality, strength, fire resistance, effectiveness, durability and
safety.
2516.02 Fire Rated Construction
B. Roof System Requirements
Roof systems, except for ancillary detached buildings, must be “class A, B, or C” rated as defined by Underwriters Laboratories (www.ul.com).
C. Fire-resistive construction is required for the following areas. Structural support systems for these areas must be of equal or better fire rated
construction. Exception: In existing low rise buildings constructed of reinforced concrete, no more than 6 vertical levels of travel and with a load
of less than 75 guestrooms per egress stair, the stairs and elevator/lift shaft wall ratings can be reduced to one hour.
Area One-Hour Two-Hour

All floors, load-bearing walls, columns, and beams X
Between guest rooms* X
Between corridors and guest rooms* X
Rooms containing gas-fired equipment X
Laundry area perimeter X
Stairs and elevator/lift shafts <Four-Stories >Four-Stories
Flue enclosure <Four-Stories >Four-Stories
Linen chute <Four-Stories >Four-Stories
Trash collection room* X
Recyclable storage room* X
*The rating may be reduced by half when the building is protected throughout with automatic sprinklers, where allowed by the local AHJ.
D. Doors in fire-resistive partitions must be self closing with the following ratings where allowed by the local AHJ: In buildings that meet the
Exception in 2516.02.C , the door ratings shall be no less than half the overall rating of the wall and never less than 30 minutes, where allowed
by the local AHJ.
Sprinklered Non-Sprinklered
One-Hour Fire Resistive Walls 20 minute 30 minute
Two-Hour Fire-Resistive Walls 60 minute 90 minute
Guestroom Entry Doors 20 minute 30 minute
E. Mixed-Use Buildings Fire Separation
Mixed-use buildings must have a two-hour fire separation between the property and adjacent occupancy. This may be reduced to one-hour
when the entire building is protected throughout with automatic sprinklers. Accessory areas, such as retail spaces, comprising less than 10
percent of the floor area are excluded from the separation requirement. Parking garages are not considered a separate use, unless the garage
is shared as part of a mixed use complex with the following criteria: the garage must have a continuous two hour separation from all hotel areas,
the garage must have smoke and CO detection interfaced to the hotel alarm panel, mechanical ventilation if 60 percent of the walls are not open
to natural air flow, and standpipe system with hose stations (piping, hose and nozzles) located to allow for 100 percent coverage of the garage
area.
F. Fire-rated Doors and Frames
Fire-rated doors and frames must be independently certified as fire rated in the country of installation by a national fire body authorized to certify
such systems. A proprietary metal seal/sticker must be attached to the edge of the door and frame indicating the rating.
G. Fire Dampers
Fire dampers rated for 90 minutes must be provided in penetrations through two-hour partitions.
H. Fire-Resistive Construction Penetrations
All penetrations in fire-resistive construction must be protected with through penetration systems approved by Underwriters Laboratories,
www.ul.com, or equal.
2516.03 Fire Suppression
A. General
1. All buildings must be provided with comprehensive automatic fire sprinkler capability, except as noted within this Section.
a. Buildings less than 88‘-6”/27 m in height are not required to be sprinkler protected. The height of the building is measured from the level
of means of egress to the floor slab of the highest normally occupied guest level.
b. Guestroom bathrooms less than 90 ft²/8.4 m² with non-combustible fixtures and closets less than 24 ft²/2.2 m² are not required to be
sprinkler protected.
c. High ceiling areas, including atriums, greater than 55’-0”/16.8 m are not required to be provided with automatic sprinkler protection at
the ceiling level. Floor areas opening to such space require automatic sprinkler protection. Also reference Section 2516.04.C.12 for
additional smoke detection requirements.
d. Small, typically non-occupied auxiliary structures, located remotely from principal buildings and containing non-critical functions are not
required to be sprinkler protected.
e. Sprinklers are required in garages except when detached, above grade and having walls that are open at minimum 60 percent or as
defined in 2516.02.E
f. Sprinklers are required in below grade spaces except when the aggregate occupant load is less than 50 persons for all below grade
spaces. If the below grade occupancy load for the back of house is < 15 and there are two dedicated means of egress for the public
areas, provide sprinklers in the public areas only as long as 2-hour construction separates the public areas from the back of house
areas.
2. Protective systems must be specified, installed and successfully commissioned in conformance with one of the following standards:
a. NFPA 13 Standard for the Installation of Sprinkler Systems – latest edition (www.nfpa.org)
b. EN 12845 Fixed Firefighting Systems – Automatic Sprinkler Systems –Design, Installation and Maintenance – latest edition
(www.bsigroup.com)
c. GB 50084 – Automatic Sprinkler System Design Code – China – latest edition (www.china-fire.com)
3. Automatic water mist systems may be substituted for automatic sprinklers subject to compliance with NFPA 750 (www.nfpa.org) and the
approval of the local AHJ.
B. Automatic Sprinkler Protection
1. Automatic sprinkler systems must be hydraulically designed by experienced and licensed fire protection design professionals subject to
Hilton approval. At a minimum, systems must be designed using the following criteria:
a. Design areas (i.e. that area in the building used to establish minimum hydraulic demand requirements) must not be reduced below
1,500 ft²/139 m².
b. A minimum interior hose demand of 100 gpm/379 Lpm must be included in hydraulic demand calculations.
c. A safety factor of 10 percent must be applied to hydraulic demand calculations.
2. Except for areas subject to freezing, wet pipe style automatic sprinkler protection must be provided in all areas. In areas subject to freezing,
dry-pipe or anti-freeze style sprinkler protection must be provided. Electric heat tracing of piping and system components is prohibited.
3. Reliable measures must be provided to maintain wet pipe fire protection piping and equipment at a minimum temperature of 40 °F/4 °C.
4. Quick Response (QR) sprinklers must be used throughout automatic sprinkler systems, subject to installation criteria published by the
manufacturer. The use of standard response sprinklers in existing buildings is permitted until such time as major renovation of the automatic
sprinkler system(s) occurs.
5. Non-concealed or recessed (ceiling or sidewall) sprinkler heads must have appropriate signage to discourage interaction with the device.
7. Consideration must be given to design and system component selection in areas subject to freezing (including unheated interior building
spaces and freezers), corrosive atmospheres (pool areas, saunas and laundries) and exposure to salt air.
8. Exposure to natural hazards must be included in the design and installation of systems as warranted including seismic loads, flood
exposure and tornadoes.
9. Systems must be zoned, at a minimum by guestroom floor.
10. Provide an electrically supervised valve tamper switch for each system control valve. Electrically supervised water flow switches must be
provided for each system zone as well as each riser.
11. Properties being converted to a Hilton brand must be evaluated for the presence of failing, deteriorating, obsolete or recalled automatic
sprinkler components. Continued service of these components must not be permitted:
a. Automatic sprinkler piping systems containing polybutylene piping, or ultra-thin wall piping such as Poz-Lok tubing.
b. CPVC piping exposed to incompatible chemicals, fire stopping material and other substances known to cause pipe failure.
c. Sprinkler components exhibiting microbiologically influenced corrosion (MIC).
d. Automatic sprinklers subject to recall and replacement by manufacturers notably Central Omega (recall date 1998) and Central O-
Ring (recall date 2003) model sprinklers.
C. Standpipe and Hose Systems
1. All properties must be provided with interior hose connections supplied by dedicated standpipe systems, or piping combined with automatic
sprinkler systems, except as noted in this Section:
a. Buildings with the highest occupied floor less than 88‘-6”/27 m above the level of exit discharge do not require a standpipe system
unless building configurations or floor layouts do not permit hose deployment by local fire forces.
2. For buildings protected by automatic sprinklers, standpipe systems and hose connections may be designed and installed for fire department
or brigade service use only. Calculated interior hose demand must be 100 gpm/379 Lpm and provided through automatic means.
3. For those buildings not provided with automatic sprinklers, standpipe systems must include complete hose stations (piping, hose and
nozzles). Water supply must be of the wet/automatic style.
a. The water supply must be designed to provide a minimum flow rate of 500 gpm/1895 Lpm.
b. The minimum duration of flow must be 30 minutes.
4. When the standpipe system is provided with a fire department connection, the local fire department must be consulted regarding available
water supply.
5. Diameter and threading of hose connections must be consistent with those used by firefighting forces responding to the property.
6. Pressure at the nozzle tip must be 100 psi/6.9 bar.
7. Pressure reducing mechanisms must be utilized where hose connection outlets exceed 175 psi/12 bar.
D. Water Supply Requirements
1. A reliable water supply, capable of supplying the calculated, hydraulic requirements of the installed fire suppression systems, for a minimum
period of 30 minutes, must be provided.
2. The water supply must be provided by one or more of the following components:
a. Connection to a reliable municipal water supply.
b. Connection to a municipal water supply augmented with booster fire pump(s) to meet calculated requirements.
c. Connection to a fire pump(s) supplied by a water tank of sufficient capacity to meet calculated demands. In the event two or more fire
pumps are provided, pump drivers will vary between electric motor driven and diesel engine driven units.
d. Connection to an elevated water storage tank.
3. Exposure to natural hazards including seismic loads, flood exposure, severe wind load and tornadoes must be considered.
4. Water supply components must be specifically designed and rated for fire protection service as approved by Underwriters Laboratories,
www.ul.com, or equal.
E. Kitchen Hood and Duct Protection
1. Where a kitchen hood exhaust system is used to control grease-laden vapors, the following fire protection systems and hood/duct
construction criteria must be verified as being installed:
a. A fire suppression system designed for the installation in a kitchen hood to protect kitchen appliances and the kitchen hood exhaust
system. The suppression system must provide protection of the kitchen cooking appliances, the kitchen exhaust hood, and the exhaust
plenum portion of the hood connection to the exhaust duct.
b. The kitchen exhaust hood and the exhaust ducting must be solely dedicated to the exhaust of grease laden vapors and must be
separated from all other exhaust systems.
c. The kitchen hood and exhaust ducting must not be constructed of any material that is subject to corrosion or heat degradation. No
galvanized metal is allowed.
d. Kitchen exhaust duct system must be constructed and installed so that grease cannot collect or leak from any joint in any portion of the
exhaust system.
e. Grease duct cleanout access panels must be provided to allow inspection and cleaning of all sections of the duct system. Access
hatches must not be spaced more than 19'-8"/6 m apart.
f. All sections of the exhaust duct must have a two-hour fire-resistive rating from the point of duct penetration of a ceiling, wall or floor to
its exterior termination.
g. Clearance of the kitchen exhaust duct to the interior surface of combustible materials must be not less than 15-3/4" / 400 mm, or from
noncombustible material must not be less than 6"/150 mm.
2. New and replacement kitchen hood suppression systems referred to in 2516.03.E.1.a must be pre-engineered wet-chemical fire
extinguishing systems rated compliant with UL 300 (www.ul.com) or GB 50016-2006 Clause 8.5.8 and provided with connection to the
hotel’s automatic sprinkler system or reliable water supply.
3. A manual shut off and reset valve for the gas supply must be provided along the means of egress from the cooking area.
F. Fire Extinguishers
1. Portable fire extinguishers must be provided and installed in accordance with the AHJ.
2. Fire extinguishers must be contained in recessed cabinets in public spaces as allowed by the AHJ.
3. At a minimum, fire extinguishers must be provided in the following non public areas:
a. Office areas
b. Laundry
c. Engineering and mechanical spaces
d. Kitchens
e. Storage rooms (exempt where allowed by the AHJ when under 500 ft²/46 m² or within a travel distance of 75’-0"/23 m of another readily
available extinguisher)
G. Special Hazards
1. Special hazards must be reviewed by a qualified engineer. These hazards include, but are not limited to electrical transformer vaults, large
gas or chemical storage facilities, and extraordinarily large IT and/or PBX rooms.
H. Commissioning of Fire Suppression Systems
1. All fire suppression systems must be formally and successfully tested based on the requirements of the standard referenced at Section
2516.03.A.2, prior to turnover for operational purposes. Commissioning activities must be witnessed by a qualified, independent third-party
engineer.
2. Project documentation, including specifications, test documentation and as-built shop drawings must be provided to the property operations
staff.
3. Testing and commissioning must verify the correct operation of all interfaces with ancillary systems, including the building fire alarm system.
4. Provide demonstration and instruction of the installed equipment to selected members of the property operations staff.
5. Provide written verification of testing, utilizing standard forms required by Section 2516.03.A.2. Where required, testing documentation must
be furnished to the AHJ.
2516.04 Fire Detection, Communication and Alarm Systems
A. General
1. All buildings must be provided with reliable capability to detect a fire incident, report the incident to hotel staff and initiate appropriate
evacuation sequences.
2. Fire alarm and detection systems must be designed by experienced and licensed fire protection design professionals subject to Hilton
approval.
3. All new and retrofit systems must utilize the point-addressable, distributed processing, distributed amplification technology providing a
discrete system "address" for each individual initiating device.
4. The design, installation and commissioning for a new fire detection and alarm system must provide a fully automatic fire detection and alarm
system to satisfy the area coverage, and operational and performance criteria as outlined in this section.
5. For new, renovated or altered systems, specifications meeting one of the following standards must apply:
a. NFPA 72 (National Fire Alarm and Signaling Code) – latest edition, www.nfpa.org
b. British Standard 5839 (Fire Detection and Fire Alarm Systems for Buildings) – latest edition, www.bsigroup.com
c. GB 50166 (Code for Installation and Acceptance of Fire Alarm System) – latest edition,www.china-fire.com
6. All equipment including cabling must be supported and approved by one of the following testing laboratories:
a. UL (Underwriters Laboratories), USA, www.ul.com
b. Vds (Verband der Sachvershicherer), Germany, www.vds.de
c. BS (British Standards), www.bsigroup.com
d. CEN (European Committee for Standardization), www.cen.eu
e. 3C China Compulsory Certification by the “Certification and Accreditation Administration of the PRC”, www.cnca.gov.cn or www.ccc-
cn.org
B. Basic Design Principles
1. All new and retrofit systems must be capable of expansion to support at least a ten percent increase in initiating, control and, notification
appliance circuits.
a. Control cabinets, power supplies and amplifier capacities must be sized accordingly.
b. Spare cabinet and power supply capacity must be evenly distributed throughout the system.
2. Where permitted by local code, all new and retrofit systems must incorporate an alarm verification function in the control panel for system-
type smoke detectors. Alarm verification must not be provided for manual fire alarm boxes or water flow alarm switches.
3. Pre-signal alarms allowing time to investigate a detection device prior to general alarm are permitted provided the following conditions are
met:
a. The local AHJ allows such arrangement.
b. Heat detectors and suppression system detection cause immediate evacuation sequence.
c. Subsequent devices in the same zone cause immediate evacuation sequence.
d. The time to investigate before a general evacuation sequence is less than four minutes.
e. The property has sufficient staff on-duty to conduct an investigation of the incident.
4. Where reliable conditioned commercial power and/or emergency power is not anticipated and in areas subjected to severe lightning, a UPS
must be configured to protect the fire alarm central control equipment, and peripheral printers and terminals, against brownout and voltage
transients. Upon utility power failure, the UPS must provide power to all connected loads per above. Design and installation must be
coordinated with Section 2516.06.
a. At a minimum, provide a Power Conditioner/Voltage Regulator (PC/VR) for the fire alarm panel.
b. The PC/VR kVA output must be capable of supporting the fire alarm equipment.
c. The PC/VR must have Automatic Voltage Regulation capable of maintaining output voltage to within five percent of its nominal voltage
rating with an input voltage variation of +15 percent to -25 percent.
5. Transient surge suppression must be provided for each circuit connected to the fire alarm system that enters or exits the building housing
the fire alarm control panel, or sub-panel.
6. Where devices are located in unconditioned space, they must be suitable for such areas as determined by the manufacturer and protected
from weather and corrosion.
7. Hotels located within a mixed-use development must have a dedicated, hotel fire detection, communication and alarm system with
equipment capable of interfacing with fire alarm signals from the entire development. Fire alarm interface equipment must be tied to an
emergency power source.
C. Fire Detection
1. Local hard wired single-station smoke alarms must be installed in each sleeping area and sitting room of suites. In Historically listed
properties wireless single-station alarms where the battery life is monitored by the panel and batteries are utilized with a shelf life rated at
over 10 yrs and long-term discharge under low-discharge conditions rated at over 6 years.
a. Where two or more smoke alarms are located in a suite, they must be interconnected to alarm simultaneously.
b. Smoke alarms must be provided with integral battery-back up. Except when using wireless devices as described in 2516.04.C.1
2. For buildings protected throughout by monitored suppression systems, addressable smoke detectors must be provided within each area as
follows:
a. Interior guestroom corridors
b. Elevator lobbies
c. Mechanical and electrical rooms
d. Computer/telecom/PBX rooms
e. Storage rooms
3. The use of smoke detectors must be limited, unless local codes require additional units or prohibit the removal of existing detectors.
Existing detectors that provide serviceable control hardware, exhibit no false alarms and are generally stable are not required to be
removed.
4. In buildings that are not protected throughout by monitored fire suppression systems, fully addressable fire detection must be provided in all
spaces.
5. In-duct smoke detectors must be provided downstream of air filters and prior to branch connections in air conditioning systems having a
capacity greater than 2,000 ft³ per minute/944 L per second, and at each connection to a vertical duct or riser serving two or more stories.
6. Duct detectors must provide a supervisory alarm only and not cause evacuation unless required by local code.
7. Any detection device not accessible from the floor level must be provided with a remote test switch and indicator light.
8. A manual fire alarm (manual call) station must be located in close proximity to the front desk.
9. Manual fire alarm stations must be provided at each floor exit and exit to the exterior. If permitted by local code, manual fire alarm stations
may be omitted on guest floors in sprinkler-protected buildings.
10. Special fire suppression systems and kitchen hood systems must be monitored by the fire alarm system. Activation of the kitchen hood
suppression system must de-energize the kitchen air supply and extraction system.
11. Fire pump, emergency generator, sprinkler and standpipe system alarm and supervisory devices must be monitored by the fire alarm
system.
12. Projected beam-style smoke detection must be used within atriums. Individual, spot-type detectors must not be provided within atriums,
unless required by the local AHJ.
a. Provide projected beam smoke detectors installed at every third level in accordance with the listing parameters of the selected device.
b. For irregular shaped atriums, more than one beam may be needed on each level, or an aspirating system may be necessary to
provide required coverage.
c. Fire modeling must be used to determine type, location and style of coverage and to demonstrate that a smoke layer is maintained
6’-0”/1.83 m above the highest floor level of exit access, or unprotected opening to adjoining spaces.
D. Notification
1. At a minimum, the following devices must provide fire alarm annunciation:
a. Main fire alarm control panel and printer
b. Remote annunciator and printer in the security office
c. Remote annunciator at the front desk, PBX or other 24-hour staffed area
d. Color display terminal(s) with graphic capability (required at properties greater than 1,000 guestrooms and/or multi-building facilities)
2. Audible notification appliances must be installed, spaced and tapped so as to produce a sound output on alarm that is clearly audible above
the ambient noise level throughout the building.
a. In no case must the audible alarm be less than 15 dBA above the ambient room noise level or less than 5 dBA above the maximum
ambient noise level in public and common areas, with a minimum of 65 dBA, and a maximum of 110 dBA.
b. In no case must the audible alarm be less than 75 dBA at the pillow level in all guestrooms, with intervening doors closed during the
alarm.
3. A speaker or horn must be provided in each guestroom and area used for sleeping purpose.
4. Speakers must be equipped with variable watt input taps.
5. Notification appliance circuits must be arranged so that no single cut or fault will result in the circuit not operating.
6. Voice systems
a. A voice system must be provided for areas in buildings where the highest occupied floor is greater than 88‘-6”/27 m above the level of
exit discharge and/or buildings containing assembly areas designed for 1,000 or more persons.
b. Voice instructions must be in the local language and English, at a minimum.
c. Speakers must be located in the following areas:
1. Each guestroom and parlor
2. Public assembly rooms
3. Corridors and elevator lobbies
4. Rooms over 1000 ft²/92 m²
5. Every fifth floor in interior exit stairs
6. Mechanical rooms
7. Roof areas accessible by exit stairs
7. Speakers must be zoned by floor, except stairs must be zoned by individual stairway.
8. Visible notification appliances consisting of xenon clear lens strobe units must be installed in the following areas, which must activate
automatically upon any alarm within the building, including but not limited to:
a. Guestroom corridors - Adjacent to the exits and transition points.
b. Accessible/hearing impaired guestrooms
c. Public restrooms - 1 Speaker/Horn combination unit min/room.
d. Meeting rooms - 1 Speaker/Horn combination unit min/room.
e. Dining rooms - 1 Speaker/Horn combination unit min/room.
f. Ballrooms - 1 Speaker/Horn combination unit min/room.
g. Common area corridors - Adjacent to the exits and transition points.
h. Back-of-house areas having high ambient noise conditions
9. Activation of the smoke detector in the accessible/hearing impaired guestroom must cause activation of the visible notification appliance in
that room and other devices as required by local codes.
10. Activation of the corridor notification appliance circuit must cause activation of the visible notification appliance in the accessible/hearing
impaired room(s) on that floor and other devices as required by local codes.
E. Interfaces and Other Devices
1. Fire alarm signals must be coordinated with the building management systems, mechanical systems and security systems in the design of
the fire alarm system.
2. Magnetic door holders must be provided for self-closing fire doors that are required to be in the open position for business operations.
3. Control devices must be provided to shut off music and other entertainment devices that would interfere with the operation of notification
systems.
4. Door locking systems must be de-energized during a fire alarm event.
5. Elevator lobby smoke detectors operation must cause all elevator cars to recall in the elevator bank affected.
6. Carbon monoxide detectors must be provided in the room or area of origin for all areas utilizing fuel-fired equipment, including fireplaces.
Combination smoke/carbon monoxide detectors are permissible. Refer to local codes and ordinances for additional requirements.
7. Provide a system operational matrix for all components, specific to the property and systems. The following matrix is intended as an
example only. The project-specific matrix must be approved by Hilton Architecture & Construction during design development.
Alarm Re Trouble Si
Audible Visible Audible/ Activate S Release D
Output Alarm ceipt gnal Rece Supervisory S Music/
Signal Signal Receipt Visible Sig moke Mod oor Holder
(across) Receipt At ipt ignal Receipt Elevator R Enter-tainm
In In At System nal e s
Input At Control Central C At At Control Pa ecall ent Shut
Guest Guest Printer At Fire Are In Fire Are In Fire Are
(down) Panel ontrol Stat Control P nel Down
Room Room a a a
ion anel
Single Station
Guest Room X
Smoke Alarm
Accessible
Guest Room X X
Smoke Detector
Guestroom
System X X X
Smoke Detector
Area System
X X X X X X X
Smoke Detector
Elevator Lobby
X X X X X X
Smoke Detector
Duct Type
X X
Smoke Detector
Heat Detector X X X X X X
Water Flow
X X X X X X X
Switch
Manual Fire
X X X X X X
Alarm Station
Alarm Re Trouble Si
Audible Visible Audible/ Activate S Release D
Output Alarm ceipt gnal Rece Supervisory S Music/
Signal Signal Receipt Visible Sig moke Mod oor Holder
(across) Receipt At ipt ignal Receipt Elevator R Enter-tainm
In In At System nal e s
Input At Control Central C At At Control Pa ecall ent Shut
Guest Guest Printer At Fire Are In Fire Are In Fire Are
(down) Panel ontrol Stat Control P nel Down
Room Room a a a
ion anel
Special
Suppression X X X X X X X
Systems
Valve
Supervisory X X X
Switch
Fire Pump
X X X
Signals
System Trouble X X X
Emergency
Generator X X X
Signals
CO Detection X X X
CO Detection
X X
(Guestroom)
F. Installation
1. New and retrofit fire detection and alarm systems must be installed meeting the requirements of the standard referenced at Section
2516.04.A.5 and the manufacturer. The following provisions are supplemental requirements:
a. Fire detection and alarm cable, where used and not installed in metal conduit or raceway, must be mechanically protected by building
construction. Installation must be in areas not subjected to mechanical damage.
b. All cable that is not enclosed by conduit must be supported and anchored with nylon straps or clamps. Staples are prohibited. Fire
alarm cable must be supported by the building structure at intervals not greater than 10’-3”/3.05 m. Cable installed above drop ceilings
must not be laid on ceiling tiles. Circuits must not be fastened in such a manner that puts tension on the cable.
c. All cable runs must be continuous between devices, without splices. Where a continuous run is not feasible, connections must be made
using terminal blocks installed in a metal electrical box. All other connections must be to terminal blocks. Wire nuts must not be
permitted. Cables connected together must have the same color insulation.
d. All cable must be sized, twisted and shielded and installed as required by protocols established by the fire alarm system manufacturer.
e. All electrical enclosures, raceways and conduits must contain only those electrical circuits associated with the fire detection, emergency
communications and alarm system and must not contain any circuits that are unrelated to the system.
f. All electrical circuits must be numerically identified at both ends with wire taped numbers.
g. All underground cabling must be listed for fire alarm service and for direct burial. Underground cabling must be installed in liquid-tight
PVC conduit with no splicing below ground. Provide additional ground wire within conduit to maintain reference ground on system
between buildings.
h. All conduit, junction boxes and enclosures subjected to moisture must be weatherproof.
G. Commissioning and Acceptance
1. All systems must be formally and successfully tested, based on the requirements of the standard referenced at Section 2516.04.A.5, prior
to turnover for operational purposes. Commissioning activities must be witnessed by a qualified, independent third-party.
2. Testing must be documented in accordance with the standard referenced at Section 2516.04.A.5. Project documentation, including
specifications, test documentation and as-built shop drawings must be provided to property operations staff.
3. System software, including security of stored information and reprogramming capability must be provided to property operations staff.
4. Where required, testing documentation must be furnished to the applicable AHJ.
5. Testing and commissioning must verify the correct operation of all interfaces with ancillary systems, including automatic sprinklers, heating
and air conditioning, elevators, smoke control and emergency generators.
6. Provide demonstration and instruction to selected members of the property operations staff of the installed equipment.
7. Provide written verification of testing utilizing standard forms required by the standard referenced at Section 2516.04.A.5.
2516.05 Means of Egress
A. General
1. Fire/emergency exits must be provided as follows:
a. A minimum of two exits must be provided for each floor, new build properties must provide a minimum separation of one third of the
diagonal distance of the floor.
b. A minimum of two exits must be provided from within an individual room where room occupant load exceeds 50 persons. New build
properties must provide 2 exits separated at a minimum of one third of the diagonal distance of the room.
c. Where occupant load exceeds 500 persons on a floor or within a room, a minimum of three exits must be provided.
d. When occupant load exceeds 1000 persons on a floor or within a room, a minimum of four exits must be provided.
2. Occupant load must be calculated using the following:

Occupant Load
Use ft² / person m² / person
Assembly – No fixed seating, conc
7 0.65
entrated (chairs only)
Assembly – No fixed seats, less c
oncentrated (tables and chairs – s 15 1.4
uch as restaurants)
Assembly – Pre-function area 5 0.47
Kitchens 100 9.3
Swimming Pools 50 4.6
Swimming Pool Deck Areas 30 2.8
Property Guestroom Areas 200 18.6
Storage / Mechanical 500 46.5
Retail 30 2.8
Fitness Centers with Equipment 50 4.6
3. Occupant load calculations in assembly areas must be based on the higher of either the pre-function or assembly area loads.
4. Total exit width provided must be calculated based on capacity factors of inches/mm per person as follows:
a. Stairways - 0.3”/7.6 mm or follow NFPA 101
b. Doorways and level travel - 0.2”/5 mm or follow NFPA 101
5. Travel distances must comply with the following:
Travel Distance Requirements

With Sprinklers Without Sprinklers
Travel distance from a guestroom
200 ft/61 m 150 ft/46 m
door to an exit
Travel distance to an exit for all ot
250 ft/76 m 200 ft/61 m
her areas
Common path of travel to an exit 100 ft/30 m 75 ft/23 m
Maximum dead-end corridors 65 ft/20 m 50 ft/15 m
6. Egress corridors must be a minimum of 44”/1.12 m clear width. Existing properties can be a min 36"/900 mm.
7. Headroom clearance in all egress paths must be a minimum of 80”/2.03 m. Exception, non guest access routes can have limited points due
to structure or mechanical obstruction at no less than 75"/1.9 m with warning pads mounted at both sides of the obstruction.
8. Exit paths through an intervening room or space is allowed when all of the following are met:
a. The intervening room or area is of no greater hazard.
b. There is a clear and unobstructed path to an exit.
c. There is not more than one intervening room or space to pass through.
B. Stairs
1. A minimum of two exit stairs must serve each floor above or below grade. Existing properties can utilize one stair if the highest occupancy
load is less than 15 persons and the building is sprinklered.
2. Stairs must have a minimum clear width of 44”/1.1 m. Existing properties can be a min 36"/900 mm.
3. Tread depth for the full width of exit capacity must be:
a. New stairs – a minimum of 11”/279 mm.
b. Existing stairs – a minimum of 9”/229 mm.
4. Riser height must be:
a. New stairs – a maximum of 7”/179 mm.
b. Existing Stairs – a maximum of 8”/203 mm.
5. Egress stairs serving occupied floors above 88’-6”/27 m to the level of exit discharge must be classified as smoke proof enclosures using
one of the following methods:
a. Mechanical ventilation
b. Natural ventilation
c. Enclosure pressurization
6. Open external egress stairs serving floors within one level of the level of exit discharge are allowed when designed to prevent the
accumulation of water. Open external egress stairs serving floors more than one level away from the level of exit discharge are allowed
except in areas subject to freezing where the stairs must be fully enclosed.
7. Scissor stairs may be utilized, where allowed by local code, provided no penetrations exist between the stairs and each stair is separated by
rated construction as required in Sections 2516.02.C and 2516.02.D.
8. All stairs must discharge to the exterior.
a. Where local code allows, and the building is protected by automatic suppression, 50 percent of occupant load may discharge to a lobby
with a clear path to the exit when the lobby is at level of exit discharge.
9. Enclosed egress stairs must not be used for any other use.
10. Storage is prohibited under egress stairs.
11. Normally unoccupied spaces, such as mechanical or storage rooms, must not open directly to egress stairs.
12. No wiring or ductwork is permitted within the exit enclosure except for that which is necessary to serve the exit.
13. All exits must discharge to an open area considered as a public way, or lead to a public way via an unobstructed path.
14. Buildings that are not fully sprinklered must have an area of refuge within each stair that accommodates one wheelchair per 200 persons
for each floor.
C. Doors
1. All doors in a path of egress must have a minimum of 32”/800 mm of clear width, including guestroom doors.
2. All egress doors must swing in the direction of egress when serving 50 or more persons.
3. All egress doors serving an exit enclosure or exit discharge must swing in the direction of egress.
4. Door latches must have active lever hardware, requiring an obvious one-hand method of operation. For instances when panic hardware is
required instead of lever hardware, refer to 2516.05.C.5.
5. When latching hardware is provided at doors serving 100 or more persons, panic hardware must be provided instead of levers. Panic
hardware is also required at all exit doors to the exterior.
6. Electronically access-controlled doors in an egress path must meet all of the following:
a. Open upon activation of the fire detection and alarm system.
b. Provided with a manual releasing device within 5’-0”/1.52 m.
c. Unlock upon loss of power to the device.
7. Opening force for any door in an egress path must not exceed the following:
a. 15 lbf/67N to release latch
b. 30 lbf/133N to set in motion
c. 15 lbf/67N to fully open
8. Locks, if provided, must not require the use of a key, a tool, or special knowledge or effort for operation from the egress side.
D. Handrails and Guards
1. Handrails must be provided at all stairs and ramps.
2. Inside handrails at turns of stairs must be continuous.
3. Handrails must be located between 34”/860 mm and 38”/965 mm above the surface of the tread.
4. A minimum clearance of 2.25”/57 mm must be provided between the handrail and the wall.
5. Guards must be provided at the top landing area for all stairs and along the stairs and intermediate landings when there is a gap between
runs wider 6"/150 mm.
6. Guards must be not less than 42”/1.1 m high.
7. Open guards must have intermediate rails or ornamental pattern such that a 4”/102 mm diameter sphere is not able to pass through.
8. Ornamental patterns must be designed to minimize the ability to climb handrails.
E. Egress Signage
1. Exits and exit access must be marked with exit signs that are readily visible in the path of egress.
2. Exit signs must be internally or externally illuminated at all times.
3. In the event of power failure, emergency power must be supplied for the exit signage for a minimum of 60 minutes.
F. Egress Lighting
1. Emergency lighting must be designed to provide sub circuit protection in all areas via a central battery cubicle or by self contained fittings.
The lights and circuits must also be included on the generator supplies under total building failure.
2. The means of egress, paths leading to a public way, and the public way must be illuminated at all times the building or space is occupied.
3. Emergency light levels must reach 50 percent output within five seconds and 100 percent output within 60 seconds.
4. Mandatory lighting must achieve a minimum illumination level of 1 ft-candle/10.8 lux at the floor for the following locations: stairs, landings,
change of levels, change of direction, intersections, at emergency stairwell doors (corridor side), at emergency exit doors from areas of risk
such as kitchens and public assembly spaces and at emergency exit doors from back of house spaces (plant rooms, plumbing/sprinkler
rooms, switchgear/transformer rooms, etc.)
5. Mandatory lighting must achieve a minimum illumination level of 0.5 ft-candle/5.4 lux at the floor directly in front of all firefighting equipment/
appliances, fire panels and pull stations, throughout the entire property.
6. Infill lighting between mandatory lighting along the means of egress, must achieve an average minimum illumination level of 0.5 ft-candle/5.4
lux at the floor and, not less than 0.1 ft-candle/1.1 lux at any point, along the entire means of egress at floor level and at the public way.
7. In the event of power failure, emergency power must be supplied for the egress lighting for a minimum of 60 minutes.
2516.06 Emergency Power
A. General
1. All properties must be provided with reliable emergency electrical power capability. In the event of loss of normal power service, the
emergency service must be designed to provide power to building systems critical to the safety/security of property guests and employees.
Requirements for business critical systems and functions must be referenced at Section 2514.08.
2. Failure of normal electrical power must result in the automatic transfer of critical electrical loads to an Emergency Power Supply (EPS).
Acceptable sources of emergency power include:
a. Dedicated emergency generators
b. Batteries
c. Power feed from a reliable electrical supply verified to be independent of the property’s primary electrical feed.
3. Critical loads must be permanently and reliably connected to the EPS.
4. Technical requirements for EPS components including generators, fuel tanks, controllers and automatic transfer switches; design and
installation methodology; and commissioning practices must be consistent with recognized standards as specified by the equipment
manufacturers and accepted by the responsible AHJ.
5. Emergency generator(s) provided to satisfy EPS requirements must be in a weatherproof enclosure, and consider:
a. Separation between adjacent equipment and building spaces
b. Ventilation requirements
c. Fuel system safety
d. Vibration and noise, and exhaust discharge
e. Exposure to seismic activity, wind loading, hurricane/cyclone and tornado exposure
6. In the event of loss of standard electrical power, at a minimum, EPS capability must be provided to:
a. Safely maintain guests and employees within the property until restoration of standard power.
b. Maintain the ability to safely evacuate the property including:
1. The provision of lighting levels through designated means of egress and at control points (front desk, security, fire command)
2. Emergency signage
3. Power for emergency operations of elevators when required by the local AHJ
4. Power for communications including the building fire alarm system and telephone equipment
c. Maintain systems critical to life safety and security in operational readiness, including:
1. Fire pump(s) when required to meet the standards set forth in 2516.03.C and 2516.03.D
2. Smoke control and stairwell pressurization equipment
3. All security-related equipment and devices including security office(s), remote sensors/detectors and cameras
4. All electrically-controlled locking/unlocking mechanisms
7. Electrical loads critical to life safety, fire protection and security must take precedence over all other electrical loads.
8. For properties subject to natural events including hurricanes/cyclones, earthquakes, flooding/tidal waves, tornadoes, significant winter
storms, wildfires and/or located in an area with unreliable standard power, consideration must be given to the provision of additional EPS
capability. Duration of the EPS must be designed based on likely exposure to the identified hazard(s) and available fuel to resupply the
property. No less than two days’ supply of fuel must be provided based on the calculated loads where fuel resupply may be interrupted.
B. Testing and Documentation
1. The EPS must be formally and successfully tested for the automatic transfer and operation of equipment supplied.
2. Provide demonstration and instructions to selected members of the property operations staff in the proper operation of the installed
equipment.
2517.00 Accessibility Guidelines
B. Disabled Codes/Laws Requirements
All properties within the Hilton Portfolio of Brands must be designed in compliance with local, regional and national codes or laws for disabled or universal
access. The applicable code must be identified and provisions agreed upon in advance with Hilton in the country of operation. For countries without
applicable codes, refer to the Hilton Global Accessibility Guide for recommendations.
C. Existing Properties
Existing properties must comply at the time of refurbishment or as required by the local jurisdiction.
D. Owner Responsibility
The owner of the property is responsible for compliance with and the provision of all applicable codes. The owner is urged to seek appropriate council to
ensure compliance. Hilton does not and cannot warrant conformance with or interpretation of any codes, laws or regulations relating to accessibility for
individuals with disabilities.
2518.00 Technology Wiring Standards
2518.01 Application
Section 2518.00 details wiring requirements for the design and construction of new properties, conversion of existing properties, renovation of
existing properties and new installations of cabling infrastructure under the Hilton Portfolio of Brands. These requirements are applicable to all
properties within the Hilton system including owned, managed and franchised licences.
2518.02 Approved Supplier
All systems must be supplied and installed by a supplier approved by Hilton.
2518.03 Wiring Standards (Voice and Data)
A. Structured Cabling System
The Structured Cabling System (SCS) must be fully certified with a relevant 20 year performance warranty.
B. Distribution Tray of Cable Trays and Baskets
The building must be equipped with a distribution network of cable trays and baskets. The containment must be located within communications
risers, ceiling channels and raised floor voids. Separate containment must be installed for voice/ data and power cabling.
C. Category 6 (Cat6) Cabling System
Category 6 (Cat6) Cabling is required.
1. System Specification
a. The cabling system must be designed and installed according to ISO 11801:2002 Class E and also meet the following:
1. BS EN 50173-1:2002 Class E
2. ANSI/EIA-568-B
b. The cabling system must meet the permanent link and channel performances defined in these standards or better.
2. Components Specification
a. Cable
1. The cable must meet ANSI/EIA-568-B and/or BS EN 50173-1:2002 Class E Standard. The flammability performance must meet
IEC 60332-1 as a minimum.
2. The cable must have current independent third party approval status and must be audited and certified as 'fit for purpose' before
handing to hotel.
3. Existing buildings that have CAT5e cabling already installed and certified are not required to re-cable CAT6 unless undergoing
major refurbishment; however, valid network cable certification is required. Properties entering with pre CAT5e cabling or already
within the Hilton system that perform a refresh or new installation of cabling infrastructure must meet current Wiring Brand
Standards (2518.02 – 2518.10).
b. Connecting hardware
1. Patch panels
a. Must be 19”/480 mm rack mounting; in exact multiples of 1U in height.
b. Cable termination must be LSA or 110 Insulation Displacement Connectors.
c. Front connectors must be RJ45 style IEC 60603-7-2/3 568B wired. (‘A’ wired may be selected as an option.)
d. Electrical performance must be Category 6 or better.
2. Connectors
a. Cable termination must be LSA or 110 IDC.
b. Connectors must be RJ45 style IEC 60603-7-2/3 568B wired. (‘A’ wired may be selected as an option.)
c. Electrical performance must be Category 6 or better.
3. Wall outlets
a. White plastic with shuttered 1”/25 mm x 2”/50 mm modules, two or four-gang density.
b. Outlets in public areas that are connected to the Hilton network must be lockable and secured from external access.
4. Floor outlets
a. White plastic with shutters, 06C style or 1”/25 mm x 1-1/2”/37 mm modules.
5. Patch leads
a. Must be 24 AWG (UTP), 26 AWG (STP) stranded, with low flammability sheath to standard IEC 60332-1.
b. Connectors must be RJ45 style IEC 60603-7-2/3.
c. Electrical performance must be Category 6 or better.
D. Installation specification
1. The cabling system must be procured from one manufacturer and must be installed according to the manufacturer’s instructions.
2. Planning, quality control, and documentation must be according to BS EN 50174:2002 parts 1 and 2. External cables must be installed
according to BS EN50174-3:2003. Grounding and bonding must be in accordance with BS EN 50310:2000.
3. 100 percent of the installed cables must be tested. 100 percent of the test data must be reviewed and approved by the manufacturer and an
independent third party before any warranty certificate is released.
4. The Permanent Link must be tested to IEC 61935 with a Level III (or higher) cable tester set to Class E Permanent Link referencing the
Permanent Link performance standards detailed in ISO 11801:2002, or Class E detailed in BS EN 50173-1:2002, or Cat 6 detailed in ANSI/
TIA/EIA-568-B.
5. The results must be stored in an electronic database compatible with the tester manufacturer's cable management program.
6. The cabling must be covered by a 20-year product and application warranty and installed by an installer accredited and trained by the
manufacturer. Proof of training, which must be less than two years old, must accompany the tender.
7. A labeling and administration system must be designed into the cable system in line with BS EN 50174-1:2001 or ISO/IEC 14763-2 or
ANSI/TIA/EIA-606-A. The numbering scheme must be Cabinet/Patch Panel/Patch Point – 2B/03/26, which would be Remote Cabinet 2B,
Patch Panel in Cabinet 03, and Point 26. For guestrooms, it would be Room Number/ Patch Point – 101/A, which would be room 101 and
Point A (Bedside).
8. The cabling system must be earthed according to the manufacturer’s instructions and BS EN50174-3:2003 or ANSI/TIA/EIA-607.
9. Separation of power and data cables must be according to EN 50174-2:2001 except where local or national electrical safety regulations
require a greater separation.
10. Optional: A cable containment system must be supplied according to BS EN 50174-2:2001, ANSI/TIA/EIA 569-B or ISO 14763-2.
E. LAN Application
1. Any communications protocol designed for use on 100-Ohm (nominal) characteristic impedance Class E cabling system must operate
satisfactorily on the installed cabling system. ‘Satisfactory’ means better than one in ten-to-the-power of 10 bit error rate whilst in the
presence of up to 3 V/m external interference over 100 MHz for at least thirty minutes.
2. LAN operation must include, but not be limited to, ATM at 155 Mb/s (and 622 Mb/s and 1.2 Gb/s when Class E interfaces are available) and
Gigabit Ethernet to IEEE 802.3ab.
3. Delay skew of the Permanent Link must be better than 20 nanoseconds (typical) to ensure satisfactory video operation.
F. EMC (Electromagnetic Compatibility) Performance
1. The structured cabling system must comply with cable balance and EMC requirements of BS EN 50288-3-1:2003 and ISO 11801:2002 and
must not degrade the EMC performance of any electrical device connected to it. The manufacturer must guarantee this facility.
2518.04 Horizontal Sub System
A. Horizontal Wiring
1. In the context of this specification, horizontal wiring covers all copper Category 6 cabling between the MDF/IDF and the terminated RJ45
socket at the outlet location.
2. Horizontal cabling must be arranged in a physical star topology radiating directly from the MDF/IDF to the outlet. Each outlet must be
individually connected back utilizing a single cable to the MDF/IDF, no outlets must be connected in parallel or chain. There must also be no
intervening connections between the outlet and the MDF/IDF, the cable must be continuous end-to-end.
B. Horizontal Cable Containment
1. All horizontal Cat 6 cabling must be installed upon dedicated cable trays/baskets or within conduits/multiple compartment trunks between
the MDF/IDF and the outlet socket.
2. The voice and data cables must not be installed within the same containment as any other services, and the minimum segregation spacing
must be maintained to minimize data interference.
C. Patch Panels/Frames in General
1. Voice and data patch panels must be manufactured to Category 6 Standard.
2. The voice and data patch panels within the local computer rooms must be Modular Patch Panels mounted within equipment cabinets. The
patch panels must have Insulation Displacement Connections (IDC) on the rear and RJ-45 8 position sockets on the front. The voice and
data patch panels must have no fewer than 24 x RJ-45 ports in 3 groups of 8 ports. A cable management / patch cord organizer must be
installed after every 48 ports.
D. Voice Service Frames
1. The Main Distribution Frame (MDF) within the main communications room must distribute voice services and must be of Krone type 108A
Dual Vert complete with all necessary terminations as Krone type 237A.
2. The frame must be secured to a 1”/20 mm plywood mounting board located adjacent to the PBX and the horizontal cabling racks within the
main communications room.
E. Fiber Optic Patch Panels
1. Fiber optic patch panels must be capable of housing no fewer than 12 x LC connectors. All fiber optic cores must be fusion spliced using
pigtails onto LC connectors. Each fiber patch panel must use 1U of cabinet space and be located above the active components within the
same cabinet or patch panels within the local communications rooms.
2. Two categories of copper based, rack mounted patch frames are required within each communications room to support:
a. Termination of horizontal cabling from information outlets; on these panels there must be a definitive demarcation separating voice and
data cabling. Patch panels must be RJ-45 modular in construction.
b. Termination of intra-building voice backbone cables, providing connectivity between voice services and the information outlet patch
panels outlined above. The voice patch panels must be modular in construction and must contain no fewer than 24 x RJ-45 ports.
F. Backbone Cabling Within the Building
1. Voice Backbone
a. Star topology copper based UTP backbone cables must distribute voice services from the MDF located within the main computer room
to each of the local computer rooms. Sufficient wire pairs must be included to provide a service based on 1-pair modularity, plus
25 percent spare capacity.
2. Data Backbone
a. The data backbone cabling between the main computer room and the local computer rooms must be interior grade LSZH sheathed, 12
core 50/125 multimode and tight buffered fiber optic cable (OM3 or better). LC connectors must be used for all fiber optic connections.
3. Intra-building Backbone Cable Routing
a. The main vertical and horizontal intra-building backbone cabling must be routed via a network of cable trays.
2518.05 Communications Cabinets
A. Specifications
1. Communications cabinets must have 42U of usable frame height, 31”/800 mm x 39”/1.0 m and must provide a sufficient degree of
protection to BS.5490 IP 20. The cabinets are required within each communications room (main and local) for the housing of the active
components, modular patch panels (copper cables) and fiber optic patch panels. In the absence of active components specification details,
it is assumed that the equipment will take up 17U of frame space.
2. All cabinets must be uniform in manufacture, appearance and color (light grey / black). Each cabinet must be fitted with a lockable smoked
glass or mesh front door and a lockable rear door. All cabinet doors must have locks operated by a single key. Each cabinet must
incorporate removable side panels and cable management rings and brackets for the dressing of patch leads and cords.
3. All cabinets must incorporate integrated surge protected power socket strips with no fewer than of eight socket outlets, which must connect
to the power distribution system via the UPS.
4. A gap of at least 6”/150 mm must be maintained between the front of the patch panels and the front of the cabinet.
B. Patch Cords / Leads
1. Fiber Optic patch leads of 3’-3”/1.0 m length, 50/125 multimode duplex, 1/10”/2.5 mm LC type, must be provided by the cabling contractor
(OM3 or better).
2. Connecting modular data patch panel (information outlet patch panel) to modular voice/data patch panels must be achieved using 4 pair, 8
pin, RJ-45 to 8 pin RJ-45 Category 6 patch leads of varying lengths.
C. Device Leads
1. Device leads from the data outlets to the user workstation must be provided with quantities and lengths confirmed by Hilton.
2518.06 Implementation and Hand-Over
A. Installation Quality
1. The complete structured cabling system must be installed in accordance with the quality standards as applicable and in accordance with the
manufacturer’s guidelines.
2. The structured cabling contractor must ensure that all installation staff has a complete understanding of the quality requirements
3. Where the structured cabling contractor is involved in the design element of the project, the nominated designer must be BICSI registered
and hold the accredited RCDD status.
B. Testing
1. Testing of fiber optic cables must be carried out using an OTDR, and must be carried out at both 850 and 1300nm for multimode, along with
1310 and 1550nm for single mode, from each end of the cable. Each trace must be recorded along with the test engineers name and
signature.
2. Should the testing identify a failure, this must be immediately rectified and noted with the hand-over documentation under test failure.
Where rectification is not possible then the cable and associated components must be replaced and removed from site.
3. The cabling contractor must undertake to provide Hilton IT with advance knowledge of all testing activities and allow witness to the testing
as required.
C. Manuals and Documentation
1. The structured cabling contractor must provide the following items as hand-over documentation to Hilton nominated representatives at the
conclusion of the project.
a. Two paper copies and a CD-ROM of all fitted drawings showing the cabling schematics, connectivity drawings, cabinet and frame
schematics, all clearly showing label designations. All drawings must be produced using the latest version of AutoCAD for Windows
and saved in .DWG or .DXF file format.
b. Communications cabinets and patch panel layouts.
c. A schedule of information outlets containing label designations and locations. The schedule must be presented in the form of a
Microsoft Excel spreadsheet and be provided in both paper and CD-ROM formats.
d. Test results (copper and fiber) on paper and CD-ROM.
e. 20 year warranty application assurance certificate.
2518.07 Wireless Distribution
A. Wi-Fi UTP Cable, Category 6
The provisioning of Wireless Internet (Wi-Fi) services in the Hilton portfolio of brands require the installation of UTP cable, Category 6, from main
computer room or intermediate data cabinets to locations throughout the hotel (see below) for the mounting, installation and servicing of
Wireless Access Points (WAPs). All previous reference to conduit, cable placement and termination requirements for Category 6 cabling in this
document must be adhered to for installation of this Wi-Fi cabling. The scope of this definition relates only to the design and installation of the
cabling system for this Wi-Fi network. Reference to WAPs in this document is intended to give a point of reference for design of the cabling
system.
B. Areas of Coverage
1. Care must be taken to ensure the installation of enough infrastructure in these areas such that their subsequent division by mechanical or
other partitions does not deteriorate signal reception in any one partitioned area. Guestrooms to include all space within all guestrooms,
suites and parlors. These also include coverage for all fractional ownership or condominium units as may reside within the property.
C. Installation Parameters
1. The installed infrastructure defined here must provide for the installation of WAPs such that the following criteria are met: WAPs must be
securely mounted with a manufacturers bracket in a subdued and aesthetic manor. WAPs must be permanently accessible after installation
to facilitate repair or replacement. WAPs must meet the engineering standards provided in the
"Guest_Internet_Access_Network_Standards_Guide_Global.pdf" published on https://teamsites.hilton.com/sites/
InfrastructureandTechnology/Architecture/Networks/Wireless.aspx.
2. Cable runs for the Wi-Fi network must be terminated in 8pin RJ¬45 female jacks at the access point location. Jacks must be installed in wall
plates if the WAP is to be mounted aesthetically in a visible location, and interconnected with the shortest possible patch cord to maintain a
neat and tidy look and also to minimize tampering.
2518.08 Patch Cable Standards
A. Patch Panel Standards / Lead Colors
1. Patch leads colors must be used to differentiate amongst various vendors / systems in all patch cabinets, for example, Internet access,
digital TV systems, minibar, guest telephones, and cordless telephones.
2. The Cat6 cables used must adhere to the following color code:
Main & Remote Computer Rooms Color

Voice & Fax Lines Light Blue
Server Connections Red
Point of Sale Black
Printers Green
Guest Internet (incl Wireless Access Points) Purple
Guest Minibar System Orange
TV System Yellow
Keycard System White
Interfaces Pink
Wireless Access Points (DECT, Hilton) Brown
Electronic Meeting Signs Light Grey
Cross-over Cables Dark Blue
Desktops Dark Grey
B. Patch Lead Standards - Devices
1. All patch leads connecting devices to the network Cat6 sockets, i.e. desktop PCs, laptops, printers, etc must be grey.
2518.09 Guest Room Technology Services
A. Cabling Requirements
1. In order to ensure quality of service and flexibility, a minimum of 2 (points B&E) and up to 4 x 4-pair cables (CAT6-RJ45) are required to
provide data services and be labeled accordingly (x). Placement requirements must be verified within Sections 2510.00 and 2512.00.
2. At the desk area and/or living room
a. (A) Telephone - if required in Sections 2510.00-2512.00
b. (B) Guest Internet access - Wi-Fi Access Point and Wired Internet (when provided)
3. For the TV/ Credenza
a. (C) Future use/ Digital TV
4. By the bedside
a. (E) Telephone
2518.10 Wiring Standards (Coaxial – MATV, CATV)
Hotels must install coaxial cable, homerun to each guestroom. The following provides detailed specifications about the coaxial cabling. Hotels must
consult their intended in-room entertainment provider to determine if there are additional wiring specifications or documentation. Hotels must work
with a professional cable installer to design and install the cable plant. For IPTV installations, see CAT6 documentation in Section 2518.03.
A. System Specifications
System Specifications All installations must conform to relevant standards and safety specifications for the appropriate region. These may
include:
1. MATV Installations: ANSI/SCTE 40 2004 (US), BS EN 50083 (UK)
2. Coaxial Cables: ANSI/SCTE 74 2003 (US), BS EN 50117 (UK)
3. Grounding of coaxial antenna systems: outlined in NEC Article 250 (US), ANSI/NFP 70 (US), BS EN 50310 and section 2518.8.5 (UK)
B. Cable Types
1. Coax The cable must meet or exceed specifications in ANSI/SCTE 74 2003 (US), BS EN 50117 (UK) or local equivalent standards, as
follows:
a. Room drop maximum 50m: Webro WF 100 or CT 100 or equivalent
b. Feed trunk cable maximum 50m: Webro WF 100 or CT 100 or equivalent
c. Feed trunk cable over 50m: Webro WF 165 or CT 125 or equivalent
d. Core trunk cable between MDF and all IDFs: Webro WF 233 or CT 233 or equivalent
f. CATV wiring design must provide/compensate for longer runs
2. Fibre
Use if the satellite dish is located more than 150m/500ft from the head end:
a. Single Mode G.657.A 3mm armoured or equivalent
C. Connections
All coaxial network connections must be as follows:
3. Fully screened
4. F-Type connectors
D. Signal Level
Measured at room outlet:
1. Head End System Wiring (DVB-T/T2/C [digital signal distribution])
a. Signal level: 45db – 65dB
b. Minimum Signal to Noise Ration (SNR): 26dB
c. Minimum Bit Error Ratio (BER): <2.0 E-04 (Pre Viterbi)
d. Maximum Composite Triple Beat (CTB): 53dB
e. Maximum Composite Second Order (CSO): 53dB below measured carrier
2. Satellite Set-Top Box System Wiring (i.e., DRE – DIRECTV Residential Experience/Integrated Reception System (IRS)/ DVB-S and DVB-
S2)
a. Signal level: 50dB – 75dB
b. Minimum SNR: 12dB
c. Minimum BER: <2.0 E-04 (Pre Viterbi)
E. Antenna
1. All UHF antennas must incorporate a balun to ensure the matching of the dipole to the feeder cables.
2. Antenna must be cabled from rooftop to MDF head end. See above for cabling length requirements.
3. The aerial system, mounts, and support structures must be capable of withstanding winds of 100mph/160kph and take into account local
environmental conditions (snow, ice, extreme wind etc.).
F. Satellite Dishes
1. Satellite dishes must be constructed to withstand a wind speed of 60mph/100kph and be of an adequate size for the system concerned and
take into account local environmental conditions (snow, ice, extreme wind etc.).
2. Satellite must be cabled from rooftop to MDF head end and able to produce a 15dB carrier-to-noise level at the installations site for the
given transponders being received. See above for cabling length requirements.
3. Dishes must be aligned for maximum signal strength and carrier-to-noise ratios. The LNB must be aligned so that the horizontal and vertical
transponders appear equal and give maximum rejection of the opposite polarity.
G. Coax Topology
1. Head End System Wiring (i.e., HD/QAM/DVB-T/DVB-T2/DVB-C/digital signal distribution)
a. Wiring must be star topology or home run to each guestroom. Run a single cable trunk feed from MATV head end (MDF) to a central
point within each hotel corridor/riser/IDF closet. Use multi-output taps to distribute the signal; from the IDF, run one coaxial cable to
each guestroom.
2. Satellite Set-Top Box System Wiring (i.e., DRE – DIRECTV Residential Experience/Integrated Reception System (IRS )/ DVB-S and DVB-
S2)
a. Wiring must be star topology or home run to each guestroom. Run 6 cable trunk feeds from IRS amplifier to central points within the
hotel corridors/risers/IDF closets. Use a multi-switch to distribute the signal from the hotel corridors/risers/ IDF, run one coaxial cable to
each guestroom.
2519.00 Signage and Graphics
2519.01 General Signage
A. All Signage
All signage, existing and replacement, must comply with these standards. Refer to Section 500.00 for Identity and Marketing requirements.
B. Relicensing/Change of Ownership Signage Requirement
Upon relicensing or change of ownership, existing signage must be brought up to current signage specifications as directed by Hilton.
C. Signage Approval
All signage must be approved by Hilton. Written approval must be obtained prior to fabrication and installation.
D. Non-English Speaking Locations
Signage in non-English speaking locations must be bilingual, in both English and the local language.
E. Etched Trademark Requirements
Trademarks owned by Hilton must not be etched in any construction surface where they become permanent and cannot be easily removed.
F. Construction Project Identification Sign
A construction project identification sign must be installed once construction begins.
2519.02 Interior Signage
A. Interior Signage Design & Approval
Interior signage must be the Brand approved design. Refer to www.hiltonworldwide.com/design for Interior Signage Specifications.
C. Public Area Glass Panels
In all public areas, glass panels (e.g., windows, glass doors, sidelights, etc.) which extend to the floor without a horizontal break or partition, or
without decorative framing, must be identified with customized graphics where required by applicable law.
D. Directional Signage
1. Interior corridor signage must be brought up to the current standard at the time of any renovation within the corridor.
2. A comprehensive system of informational/directional signs must be installed directing guests to all appropriate facilities contained within the
building.
E. Lobby Area Signage
1. 100 percent non-smoking hotels must have signage at the front entrance visible for any guest entering the building. It must not be displayed
directly on the front doors or at the front desk.
3. Hotels must install brand graphic items at the front entry door, vestibule, front desk, soffit (where applicable), pantry, restaurant and bar. See
www.hiltonworldwide.com/design for specifications.
4. Prominently display the Hilton Garden Inn Promise plaque on the front desk facing the guest.
F. Public Restrooms
1. Public restrooms must be clearly identified using international symbols.
H. Commercial Facilities
2. Pavilion Pantry must be identified with signage.
3. Hotel must install a guest laundry rules sign that reinforces to guests not to leave their personal property unattended and that the hotel is
not responsible for lost or damaged articles.
K. Fitness Center Signage
1. The facility must be clearly marked and identified with the approved Brand graphics. When using Precor equipment and upon completion of
install, a co-branded sign must be displayed. Refer to www.hiltonworldwide.com/design for required signage.
2. Hours of operation must be posted for the Fitness Center.
4. Easy-to-understand instructions for use of the equipment must be clearly visible.
5. A sign outlining applicable health, safety and emergency information for use of the fitness center must be posted.
L. Pool/Whirlpool/Spa Signage
Pool/Whirlpool Signage
2. A professionally prepared sign outlining guidelines and rules for use of the swimming pool must be prominently displayed. Swimming pool
signs must match the design of and be consistent with the other signs in the hotel sign system.
3. A professionally prepared sign outlining guidelines and rules for use of the whirlpool must be prominently displayed. Whirlpool signs must
match the design of and be consistent with the other signs in the hotel sign system.
M. Circulation Signage
1. Hotels that are 100 percent non-smoking must have a "no smoking" sign in the elevator lobby on all floors.
2. Elevator lobbies and elevator cabs must have signs that state during a fire emergency the exit stairs must be used instead of the elevator.
4. The addition of elevator frames is not allowed, but any existing frames must have brand approved elevator posters installed. Posters are
available on hgi.tagworldwide.com. No other artwork or graphics are permitted.
6. All floor levels, within enclosed stairs, must be clearly numbered at each landing. The letters must be 6”/150 mm minimum high and
reflective.
7. Exit stair doors must have signs that state they are fire doors and must remain closed at all times.
8. All entrance/exit doors normally locked during specific times, or as required by code, in the evening must have signs, both inside and
outside the doors that indicate the time they are locked and include directions to the appropriate alternate entrance/exit doors.
N. Guestroom Signage
1. Guestroom signage must be provided on corridor wall adjacent to strike side of each guestroom door.
3. The international "no smoking" symbol must be clearly displayed at all guestrooms designated as "non-smoking". The graphic must be
included with the guestroom numeral signage.
4. The back of the guestroom door must include a sign containing fire evacuation information. This sign must be centered on the door below
the door viewer. The following must be included:
a. Emergency exit plan
b. Pull station and fire extinguisher locations
c. Maximum room rate (where required by law)
d. Check-in and check-out times (where required by law)
e. Safety deposit box availability
f. Local laws/standards
g. For your privacy and security, always use your deadbolt to double lock your room from inside. The safety latch and door viewer must be
used to visually identify anyone outside your door. Follow these general guidelines at all applicable passage doors.
5. When local codes require separate from the evacuation sign, room rate cards and local law cards must be professionally printed and
displayed conspicuously within each room. Codes permitting, cards may be placed in the closet.
2519.04 Exterior Signage
A. Refer to www.hiltonworldwide.com/design for property identification signs in the Exterior Signage Specifications.
B. Main Entry Door Property Identification Sign
An approved sign manufacturer, licensed by Hilton, must fabricate and install all property identification signs. Contact information may be found
online at www.hiltonworldwide.com/design.
C. Property Identification Signs
1. A minimum of one internally illuminated ground monument sign and one internally illuminated building mounted sign is required for all
properties. Additional signage may be required by Hilton dependent upon building orientation and visibility.
3. The ground sign pedestal or base must be protected from damage by planter box, landscaping or other means.
4. Blade signs are allowed at urban locations when a mount location is not available for ground signs. Blade signs must be internally lit and
comply with brand standards. Neon is not allowed.
5. Illuminated signs must be time switched and photo-cell controlled.
6. Exposed conduit and/or raceways are prohibited at building face signs.
7. No marquees or electronic rate signs of any type are permitted. "No vacancy" signs are not allowed.
8. At time of replacement, materials including the light source must match any remaining/existing materials. Full signage replacement must
comply with current specification standards.
9. Exterior signage must be installed prior to opening, including conversion properties.
D. Exterior Miscellaneous Signs
1. External way finding signage must be provided for properties where travel path decision points occur forcing a guest to turn left, right or
continue straight ahead.
3. Subject to the hotel’s location in the city, additional external way finding signage may be required for guests arriving by private car.
5. Porte cochere clearance signage must be provided for clearances less than 15’-0”/4.5 m. Letter height must be 6”/15 cm minimum and the
color must contrast the adjacent building color.
7. Temporary exterior signage and/or banners must be approved by the Brand before being posted. No additional advertising (billboards or
reader boards) are permitted.
E. Parking Signage
1. Directional signage to the parking area must be clearly visible when not obvious.
2. Floor level and area signs must be provided in parking garages for ease of locating vehicles.
3. A disclaimer must be posted in all guest parking areas on the site that user assumes all risks. Signs must be located along parking lanes
and be mounted to light poles or independent poles with spacing not to exceed 100’-0”/30 m.
5. Signage identifying designated accessible parking spaces must be provided at guest parking areas.
Glossary
Glossary-
Glossary
Abbreviations
°F Fahrenheit A Amp
ACT Acoustical Ceiling Tile AFF Above the Finished Floor
C Celsius CDB Celsius Dry Bulb
CFLs Compact Fluorescent Lamp CFM Cubic Feet per Minute
CPU Central Processing Unit CYP Computer Yarn Placement
D Depth dBA A-weighted decibel
DDM Distributed Data Management dia. Diameter
DP Dew Point DX Direct Expansion
EAT Entering Air Temperature EIFS Exterior Insulation Finish System
FDB Fahrenheit Dry Bulb FF&E Furniture, Fixtures & Equipment
FPM Feet Per Minute FT Feet or Ft2 (Feet squared)
GFCI Ground Fault Circuit Interrupter GFI Ground Fault Interrupter
GPF General Protection Fault GPM Gallons Per Minute
H Height HD High Definition
HR Humidity Ratio HSIA High Speed Internet Access
Glossary-1 CONFIDENTIAL Hilton Garden Inn Brand Stand Standards - Middle East and Africa Effective January 20, 2017
Glossary
Abbreviations
HVAC Heating Ventilation Air Conditioning HZ Hertz
IIC Impact Insulation Class kg Kilograms
KW Kilowatts L Length
lb Pounds LCD Liquid Crystal Display
LED Light Emitting Diode M Meters
MATV Master Antenna Television MC Metallic Conduit
MCDB Mean Coincident Dry Bulb MDB Mean Dry Bulb
MDF Medium Density Fiberboard MERV Minimum Efficiency Reporting Value
mm millimeters NIC Noise Isolation Class
OSA Outside Air oz. Ounces
PSI Pounds per Square Inch PTAC Package Terminal Air Conditioner
PVC Polyvinyl chloride PVS Personal Viewing Screen
SCR Silicon Controlled Rectifier sq. square
SRI Solar Roof Index STC Sound Transmission Coefficient
SVRS Safety Vacuum Release System TDD Telecommunications Device for the Deaf
Glossary
Abbreviations
V Volts VOC Volatile Organic Compounds
W Width
Acronyms
A&C Architecture & Construction AAMA American Architectural Manufacturers Association
AATCC American Association of Textile Chemists and Colorists ABA Architectural Barriers Act
ADA American Disabilities Act AGA American Gas Association
AMCA Air Moving and Conditioning Association ANSI American National Standards Institute
ARI Air Conditioning and Refrigeration Institute ASA American Standards Association
American Society of Heating, Refrigerating and Air Conditioning

ASHRAE ASME American Society of Mechanical Engineers
Engineers
ASTM American Society for Testing and Materials AWMA Air & Waste Management Association
AWS American Welding Society BS British Standard
CFFA Chemical Fabrics and Film Association DHI Door and Hardware Institute
Deutsches Institut fur Normung (German Institute for

DHSI Door and Hardware Systems, Inc. DIN
Standardization)
EN Euro Norm (European Standard) EPA Environmental Protection Agency
Glossary
Acronyms
ETL Environmental Testing Laboratories FIA Factory Insurance Association
FM Factory Mutual GB Guobiao (Chinese Standard)
IBR Institute of Boiler and Radiator Manufacturers IEEE Institute of Electrical and Electronic Engineers
ISO International Standards Organization MPEG Moving Picture Experts Group
NEC National Electrical Code NECA National Electrical Contractors Association
NEMA National Electrical Manufacturers Association NESC National Electrical Safety Code
NFPA National Fire Protection Association NSF NSF International
OSHA Occupational Safety and Health Act SAE Society of Automotive Engineers
SBI Steel Boiler Institute SCS Scientific Certification System
SMACNA Sheet Metal and Air Conditioning Contractors National Association UFAC Upholstered Furniture Action Council
UL Underwriters Laboratories UMC Uniform Mechanical Code
WH Warnock Hersey
Terminology/Definitions
A feature internal to automatic fire detection and alarm systems, wherein

Alarm
AACHEN Measurement for dimensional stability the report of smoke detection is confirmed within a specific period of time
verification
before initiating an alarm
Glossary
Terminology/Definitions
An area where persons unable to use stairways may remain Common

Area of The portion of an egress path traveled before two or more distinct paths
for a period of time, waiting for assistance or instructions path of
refuge to an exit are available
during an emergency travel
Dead The portion of a corridor where only one path of travel is Level of
The point at which a person is considered to be exited from a building
end available before two or more distinct paths to an exit are exit
and is in, or has immediate access to a public way
corridor available discharge
Manual fire
lux Unit of measurement for illumination A manually operated device used to initiate an alarm signal
alarm box
Normally Wherein a fire alarm signal sounds only in an attended location,

Spaces that are occupied on a regular basis, either Pre-signal
occupied providing a predetermined amount of time to investigate a detection
permanently or temporarily alarm
spaces notice, before initiating an automatic alarm evacuation sequence
A space, street, alley or land dedicated to the public,for Response A standardized measurement of the thermal sensitivity of an automatic
Public
public use that is open to the outside air and is of sufficient time index sprinkler. Quick Response (QR) sprinklers are those units with RTI of 50
way
size to accommodate those exiting from a building (RTI) or less.
A single or multiple-station alarm device responsive to A low-voltage device that senses visible or invisible particles of
Smoke Smoke
smoke, connected to building electrical service and not combustion integrated and listed for service with the building fire alarm
alarm detector
connected to the building fire alarm system system.

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Hilton Garden Inn Brand

Standards - Middle East and

Hilton Garden Inn Standards - Middle East and Africa

100 200 300 400 500

600 700 800 900 1000 1100 1200

1300 1400 1500 1600 1700 1800 2500

2017 Summary of Changes ....................................................................................................................... Summary-1

100 OUR BRAND

101.00 CORE BRAND STANDARDS ................................................................................................................. 100-2

102.00 BRAND HOSPITALITY ........................................................................................................................... 100-2

103.00 BRAND DESIGNATIONS........................................................................................................................ 100-3

104.00 ACCESSIBILITY ..................................................................................................................................... 100-4

105.00 SUSTAINABILITY ................................................................................................................................... 100-4

200 QUALITY ASSURANCE

201.00 GENERAL RULES .................................................................................................................................. 200-2

202.00 QUALITY ASSURANCE PROGRAM...................................................................................................... 200-3

203.00 THRESHOLDS AND RANKINGS ........................................................................................................... 200-5

204.00 QUALITY ASSURANCE IMPROVEMENT PLANNER............................................................................ 200-5

205.00 RELICENSING / RENOVATION / CHANGE OF OWNERSHIP .............................................................. 200-5

301.00 EMPLOYEE REQUIREMENTS .............................................................................................................. 300-2

302.00 MANDATORY POSITIONS ..................................................................................................................... 300-4

303.00 GENERAL RULES AND EXPECTED BEHAVIORS ............................................................................... 300-6

304.00 EMPLOYEE APPEARANCE................................................................................................................... 300-7

305.00 GUEST RELATIONS AND SERVICE STANDARDS .............................................................................. 300-8

400 LEARNING AND DEVELOPMENT

401.00 GENERAL RULES .................................................................................................................................. 400-2

402.00 FRANCHISEE TRAINING....................................................................................................................... 400-3

403.00 EMPLOYEE TRAINING .......................................................................................................................... 400-3

500 IDENTITY AND MARKETING

501.00 LOGOS ................................................................................................................................................... 500-2

502.00 ADVERTISING ........................................................................................................................................ 500-9

503.00 HOTEL COLLATERAL .......................................................................................................................... 500-11

504.00 SIGNAGE.............................................................................................................................................. 500-12

505.00 GRAPHICS - PRINTED MATERIALS AND SUPPLIES ........................................................................ 500-13

506.00 INTERNET STANDARDS ..................................................................................................................... 500-14

600 RESERVATIONS AND DISTRIBUTION

601.00 GENERAL RULES .................................................................................................................................. 600-2

602.00 DISTRIBUTION....................................................................................................................................... 600-2

603.00 RESERVATIONS................................................................................................................................... 600-12

604.00 ROOM RATES ...................................................................................................................................... 600-17

605.00 ACCREDITED DISTRIBUTOR PARTICIPATION.................................................................................. 600-19

606.00 MISCELLANEOUS CHARGES............................................................................................................. 600-20

700 LOYALTY AND GUEST ASSISTANCE

701.00 HHONORS.............................................................................................................................................. 700-2

702.00 Not Applicable to this Brand.................................................................................................................. 700-10

703.00 CUSTOMER REALLY MATTERS (CRM) / SERVICE RECOVERY...................................................... 700-10

704.00 GUEST ASSISTANCE .......................................................................................................................... 700-11

800 WELCOME AND FAREWELL

801.00 GENERAL RULES .................................................................................................................................. 800-2

802.00 Not Applicable to this Brand.................................................................................................................... 800-2

803.00 GUEST TRANSPORTATION .................................................................................................................. 800-2

804.00 EXTERIOR PRESENTATION ................................................................................................................. 800-5

805.00 ENTRANCE / LOBBY / PUBLIC AREAS PRESENTATION.................................................................... 800-5

806.00 WELCOME EXPERIENCE ..................................................................................................................... 800-7

807.00 FRONT DESK PRESENTATION............................................................................................................. 800-8

808.00 FRONT DESK ....................................................................................................................................... 800-10