AAA Hotel Inspectors Looking for Well Connected Properties

Hotel technology that allows lodging operators and guests to interact on a personalized basis is of growing importance to AAA hotel inspectors.

AAA announced today it has updated its hotel Approval Requirements & Diamond Rating Guidelines, which is the criteria inspectors use to evaluate the more than 27,000 AAA inspected and approved hotels throughout the United States, Canada, Mexico and the Caribbean.

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Developed with input from AAA inspectors, members, and industry professionals, the new guidelines replace ratings for traditional (and almost outdated), business centers at hotels with a score for “connective technology” instead.

The new category encompasses such things as “the availability of free Wi-Fi and USB ports, but also robust mobile apps, interactive kiosks, mobile key technology and the availability of digital messaging services at high-end properties.”

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

Guests are now able to do everything from book to check-in and choose rooms from some hotel apps.

When at the hotel itself, technology is now allowing for such things as requesting more pillows and ordering breakfast to using one’s phone as a room key. While still, other properties have begun incorporating robots into their staff and designing high-tech hotel rooms including voice-controlled features.

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

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

“The updated guidelines reinforce AAA’s longstanding pledge to provide our members with reliable travel information through on-site inspections and accurate ratings for all AAA Inspected & Approved hotels,” continued Petrone. “We include members in the review process to ensure the requirements reflect their expectations and the ratings emphasize their priorities."