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FAQs


CLASSIFICATION SCHEME INFORMATION
1.Why has Dubai Tourism launched a new classification scheme?

2.What are the benefits of having this new classification scheme?

Benefits specifically for the Hotel Establishments

3.What is included in this new classification scheme?

4.What is a Designator?
Designators are used to highlight Establishment specialties, and to communicate key selling points to target markets, at a glance.

5.Where can I use Designators?
Each Designator has a symbol that represents the Designator type. Once an Establishment has applied and qualified for a Designator, this symbol can be used freely on any print or digital media – although with strict guidelines.(Note: These guidelines will be available on the Classification Portal Document Library for reference in the future)

6.When will the Designator programme begin?
All Hotel Establishments can apply for the Designator programme after being classified on new criteria.

7.What is Self –Assessment?
Self‐Assessment is an evaluation conducted by the Hotel Establishment itself to evaluate its suitability for the particular application (Category/Rating/Designator) being applied for. The selfassessment contains the criteria and minimum requirements defined by DTCM for that particular Category/Rating/Designator.
The self‐assessment aides the Hotel Establishment in identifying if they will qualify for the particular Category/Rating/Designator, prior to the official DTCM assessment, and allows the opportunity to rectify any required areas. The self-assessment checklists are the exact same checklist being used by DTCM Assessors. The self-assessment checklist can be found as part of the application on the classification portal and is required to be filled to continue the application process.

8.When will the official checklists/criteria be published?
All checklists are available on the classification portal (https://classification.dubaitourism.ae) as follows:

For non-registered users – Click on “Download reference material” on the classification portal home page

For registered users – it is available through document library

Note: The checklists are currently only available in English Language and Arabic version will be released in near future.

9.What will happen if I fail to meet some of the new criteria required for my current classification rating?
The Hotel establishment will be required to fulfil 100% Licensing criteria, 100% of Operating Criteria, 50% of Enhancing criteria for their respective classification rating. Grace period may be offered by DTCM according to individual cases and undertaking/rectification plans discussed and approved with DTCM.

DTCM will be working and reviewing the Hotel Establishments cases on individual basis to ensure that Hotel Establishments can rectify their deficiencies

NOTE: transitional period is till 1st September,

10. How can I solve my deficiencies to reach my required classification rating?
You will need to apply for undertaking with proper action plan which shows exact time needed for Hotel Establishment to rectify deficiencies and which is approved by Classification


CLASSIFICATION PORTAL INFORMATION
1. When will the new classification look will be available/launched?
New look will be available from September 1st 2014

2. Why wasn’t I chosen to be in this group to be trained?
The first group are establishments whose license is expiring in the month of August, September and October 2014. There shall be other trainings like this for other hotel establishments in September/October till everyone has been trained

3. Do I need to re-register for the new classification look?
No, if you have already registered to classification portal, all the information will be available as there were. Only the look and interference has changed for better user experience

4. Will there be IT support available for any assistance?
There shall be no dedicated IT support available as system has been tested on numerous times before release and should for any unforeseen reason Hotel Establishment face problems with system, they should contact Dubai Tourism IT on the following number: 04 – 282 1111

5. Will Classification launch mobile application?
This is under consideration as new classification system is built to work on any device including mobile device but not as mobile application.

6. What is the difference between Creating notification and Contact us?
Contact us only provides information on ways to contact DTCM while Creating notification actually sends message to DTCM via System

7. What are the benefits of Classification Portal?

8.How do I register onto the Classification Portal?
In order to register onto classification portal the following steps must be followed:

1. Log onto https://classification.dubaitourism.ae
2. Click on “Register New User”
3. Fill out all the areas required on the form
4. Attach the following
a) Emirates ID and Passport Copy
b) Letter of Authority

5. Submit the application and note down the UNREG number for reference
6. Await verification/confirmation email from DTCM within 2 working days
7. Once the e-mail is received (by the registered email address provided in the form filled out in the step 3 above) follow the link provided to finalise your registration process.

9. What should we do if we do not get verification on registration from DTCM within 2 working days?
In case there is no official response from DTCM within 2 working days, please give a call to 600 55 55 59

10. How long will it take me to register?
It shouldn’t take more than few minutes to register following steps indicated in process

11. What will happen if I do not register onto the classification portal?
All Hotel Establishments must register onto the Classification portal. It is compulsory as this is the official approved and implemented system for Classification used by DTCM. Failure to do so may result in receiving fines/violations for non-corporation.

12. What happens if my PRO or General Manager has changed and I cannot access classification portal any longer?
Please reapply for “New User Registration” process. This shall override the previous user’s access with the new user details.

13. What happens if I forget my password?
Submit forgot password application

14. What happens if I forget my username and password?
Apply for a new registration which will override the existing username and password if application is approved

15. Can I change my password?
You can change your password anytime clicking change password link on My profile page

16. How do I print a receipt?
By clicking Print icon on receipt page

17. What happens if receipt won’t print?
Some browsers have difficulty with page format and only reads the framing on the page and not the receipt. Please choose another supported browser.

18. If a new user is registered in place of the old user, will all history still remain?
Yes, the Hotel establishment’s page with all details and history remains intact no matter how many users have changed as all information is linked Tourism License number.

19. How many users can I create on same category?
One user per category (eg Hotel, Hotel Apartment)

20. Do I need to come to DTCM to complete my registration process?
No, for the time being there will be no need to come to DTCM in person to complete the registration process. However, in the future any new Hotel Establishments registering to the classification portal will be required to come to DTCM for document verification.

21. What types web browsers support classification portal?
All major browsers are supported

22. Does the Classification portal log you off automatically?
Yes, the classification portal will log users off automatically after 30 minutes of idle time

23. What should I do if I’m unable to submit picture and/or attach documents?
Once you select picture and/or attachment to be uploaded, classification portal automatically uploads it. Should your screen freeze for any unforeseen circumstances please refresh using pressing f5 on your keyboard or back button on the web browser.

24. What if my Recent Viewed Applications list is not updating?
If you are using Internet Explorer 10.0 please ensure the checkbox next to preserve favourite website data at the top Delete Browsing History box is unchecked before clicking delete. And also try to clear your cache if application list appears to be stuck or remaining empty.


APPLICATIONS
1. What kind of applications can I apply for?

Application Type

Purpose Of Application

Assessment Required

Assessment Type and Frequency

New Classification

New Hotel Establishment after DM certificate issued and DEWA connected Request to transform an existing building (new or occupied) Change Category

Yes

New Classification (Day Assessment) – Once

Advisory Consultation

Offered by Advisory Team for a Fee prior to Receive Guest Assessment (May also be requested at any time)

If required, Yes

 Advisory Visit (Day Assessment) – on request

Receive Guest

Prior to opening to approve receipt of guests.
Each time new rooms are added/opened to receive guests.
Each time a Hotel Establishment is re-opened after a closure.

Yes

Receive Guest (Day Assessment) – As required

Renew Classification

Annual Renewal for Budget,1-2 star Hotels; All Hotel Apartments, Guest Houses, Holiday Home, University Campuses and Youth Hostels

Yes

Renew Classification (OD / D Assessments as required per grade) – Annual

Upgrade / Downgrade

Upgrade / Downgrade request by the Hotel Establishment

Yes

Upgrade/Downgrade (Day Assessment) – On request

Replace Classification Certificate / Plaque

To replace any worn or lost certificates or plaques

No

-

Refurbishment / Major Repairs / Add/Reduce Facility /

To inform DTCM about any construction plans to the Hotel Establishment

If required, Yes

Receive Guest (Day Assessment) – As required

Change Hotel Establishment Details / Change Mgmt. Company Details

To inform DTCM of any changes to Hotel Establishment details or to Management company details

No

Note: If releasing New Rooms, Apply for Receive Guest

New Designator

In response to an application to the Designator Programme

Yes

Designator (Day Assessment) –Once

Renew Designator

Annual renewal

Yes

Designator (Day Assessment) – Annual

Replace Designator Certificate / Icon

To replace any worn or lost Designator Certificate / Icon(s)

No

-


2.What documents are required for each application type?

Documents

New Application

Renewal

Up / Downgrade

Designator

Advisory Visits

 

Passport Copy of Applicant

Y

 

 

 

 

Emirates ID

Y

 

 

 

 

Letter of Authority

Y

 

 

 

 

DM Completion Certificate

Y

 

 

 

 

Plot Map

Y

 

 

 

 

Location Map

Y

 

 

 

 

Hotel Establishment Blue Print

Y

 

 

 

 

NOL by Sponsor (if Expat is applying)

Y

 

 

 

 

NOL to use Trade Name

Y

 

 

 

 

Passport of GM

Y

 

 

 

 

Family Record <Khulasat Al Qid>

Y

 

 

 

 

Tenancy Contract

Y

Y

 

 

 

Certificate of Good Conduct

Y

 

 

 

 

Letter of Request

 

 

Y

Y

Y


3. If I apply for Tourism License, will this initiate my classification process?
No, in order for a Hotel Establishment to receive Classification, they must first register onto Classification portal at https://classification.dubaitourism.ae once registered they must then apply for one of the classification application types by providing either their Tourism License Number or their License Application Transaction Number
(Note: Part of the License Application approval process it is requirement to obtain Classification Approval)

4. Is my classification renewed automatically annually or must I apply to get renewed?
The Hotel Establishment must apply for Classification renewal, as this signifies that the requirements of all other authorities have been addressed and are complete e.g. Dubai Police, Civil Defence etc. Failure to apply and renew the classification may result in fines/violations

5. Will I receive a renewal notification to remind me of my classification expiry?
Yes, the classification portal will send automatic notifications that will be received by the registered email on the portal and the portal’s dashboard three month prior to classification expiry.

6. How can I Change my Category eg (Hotel to Hotel Apartments, etc)?
All Category Change Requests are to be applied for as ‘New Classification’ Applications on the Classification portal

7. How many Designators can I apply for?
A Hotel Establishment can apply for as many Designators as are suitable to the product offered. By deduction, qualification for one type may automatically exclude another. Types of exclusions:

8.Is a form required for each Designator application?
Multiple Designator applications are accepted on the same application form provided there are either all being applied first time (New) or all being renewed (renew). The self-assessment must be completed for each Designator applied for.

9. When can Designators be applied for and how often must they be renewed?
Designators can be applied for at any time. If close to the annual license renewal date and Classification Assessment (within two months), the Designators will be valid until the expiration date of the coming License year i.e. up to 14 months. Designator application requests received and processed within months 1‐10 of the license term will be valid only until the end of the current license year. Thereafter designators must be renewed annually, at the time of the annual Classification Assessment.

10. Do I have to complete application process on the classification portal once commenced?
No, you can save your application at any given time as a draft mode and returned to it and complete it when required


FEES and VIOLATIONS
1. Do I pay a fee for each Classification application?
No, the new Classification fees structure is per annual basis only.

New Classification Fees Structure as Follows

Hotel Establishment Classification Category

Fee per Unit (AED)

Five Star Hotel or Resort

115

Four Star Hotel or Resort

100

Three Star Hotel or Resort

80

Two Star Hotel

60

One star Hotel

50

Deluxe Hotel Apartment

60

Superior Hotel Apartment

40

Standard Hotel Apartment

30

Calculations as follows:

Fee per unit X number of rooms = Classification Fee

i.e. Hotel 5Star with 100 rooms will be calculated as follows

115 (fee per uni) X 100 (number of rooms) = AED 11,500 per annum

Category  Room Budget  Deluxe  Superior   Standard Hostel/
Campus 
     Hotel
(including
bathroom
and
excluding
entrances
any
outdoor
areas e.g.
balcony)
 Single 30   22 16  13   13 15   - - -  -
 Double  32 24   18  15 15   15 - - -
 Triple  34 26 20  17 17  15   - - -  -

 Suite Master
bedroom

 (including
master
bedroom and
master
bathroom)

 48 36 27 - - - - - - -

 Suite
Additional
bedroom

(Any
Additional
Room for
suites will be governed
depending on
regular room
configuration

 (single
30sqm,
double
32sqm,
triple 34sqm) 

 (single
22sqm,
double
24sqm,
triple 26sqm)
 (single
16sqm,
double
18sqm,
triple 20sqm)  
 - - - - - -  -
  Hotel
Bathrooms
 Bathroom with
bathtub and
Shower
 4.5 3.8  3.8 
 Bathroom with
Shower (no
bathtub)
 - 3.5  3.5  3.5  3.5  3.5   -
     Resort
(including
bathroom
and
excluding
entrances
any
outdoor
areas e.g.
balcony)
 Single  34 26  20  - - - - - - -
 Double  36  28  22 - - - - - -
Triple   38 30 24  - - - - - -
 Suite Master
bedroom
(including
master
bedroom and
bathroom)
54  42  33  - - - - - -
 Suite
Additional
bedroom (Any
Additional
Room for
suites will be
governed
depending on
regular room
configuration
 (single
34sqm,
double
36sqm,
triple
38sqm)
 (single
26sqm,
double
28sqm,
triple
30sqm)
 (single
20sqm,
double
22sqm,
triple
24sqm)
 - - - - - - -
  Hotel
Bathrooms
 Bathroom with
bathtub and
Shower
 4.5 3.8  3.8 
 Bathroom with
Shower (no
bathtub)
 - 3.5  3.5  - - -  -
   Hotel
Apartment
Units
 Studio
(including
bathroom and
kitchen /
kitchenette
and excluding
entrances and
any outdoor
areas e.g.
balcony)
- - - - - - 29 23 20 -
 Master
Bedroom
(including
bathroom and
excluding
entrance,
separate living,
dining and
kitchen space
and any
outdoor areas
e.g. balcony)
- - - - - 24 18 15 -
 Additional
Bedroom
(excluding
bathroom,
entrances and
any outdoor
areas e.g.
balcony)
 - - - - - - 11 11 11 -
  Hotel
Apartment
Bathrooms
 Bathroom with
bathtub and
Shower
- - - - - - 3.8 3.8 - -
 Bathroom with
Shower (no
bathtub)
 - - - - - - 3.5 3.5 3.5 -
Guest House
Rooms

 Single

(including
bathroom and
excluding
entrances and
any outdoor
areas e.g.
balcony)

- - - - - -  12 - 12  -

Single
(excluding
bathroom,
entrances and
any outdoor
areas e.g.
balcony)

- - - - - - - - 8
Double
(including
bathroom and
excluding
entrances and
any outdoor areas e.g.
balcony)
 - - - - - - 14 - 14  -

Double
(excluding
bathroom,
entrances and
any outdoor
areas e.g.
balcony)

 - - - - - - - - 10 -

 Triple
(including
bathroom and
excluding
entrances and
any outdoor
areas e.g.
balcony)

- -  - - - 16 - 16  -

 Triple
(including
bathroom and
excluding
entrances and
any outdoor
areas e.g.
balcony)

 -

- -  - - - - - 12  -
  Hotel
Bathrooms
 Bathroom with
bathtub and
Shower
- - - 3.8
 Bathroom with
Shower (no
bathtub)
 - - - - - - 3.5  - 3.5
 Youth Hostel     Single
(excluding
bathroom,
entrances and
any outdoor
areas e.g.
balcony)
 - - - - - - - -
 Double
(excluding
bathroom,
entrances and
any outdoor
areas e.g.
balcony)
 - - - - - - - - 10
 Triple
(excluding
bathroom,
entrances and
any outdoor
areas e.g.
balcony)
- - - - - - - - -  12
 Dormitory
(calculated as a
triple room
plus 2 sqm for
each additional
sleeping space)
- - - - - - - - - 12 + 2
per
sleeping
space
University
Campus
Single
(excluding
bathroom,
entrances and
any outdoor
areas e.g.
balcony) 
 - - - - - - - -  8
 Double
(excluding
bathroom,
entrances and
any outdoor
areas e.g.
balcony)
- - - - - - - - 10 
 Triple
(exclusion as
Double)
 - - - - - - - - 12


ASSESSMENTS
1. Which Rating will I be assessed against?
If the Hotel Establishment is currently existing and operating with an approved rating, the Hotel Establishment will be assessed against the standards relevant to its rating unless otherwise requested to be upgraded/downgraded.

If the Hotel Establishment is new, then it will be assessed against a generic list of standards relevant to its category e.g. (Hotel, Hotel Apartment etc.) to determine its initial rating level.

2. What happens if I don’t meet all or some of the criteria?
Depending on the number of occurrences where criteria are not fulfilled, grace periods may be granted for rectification, subject to submission of an “undertaking” specifying a rectification plan. The Hotel Establishment must undertake to action the noted items within the agreed period given. Classification will be issued subject to a follow-up assessment at the end of the grace period and fulfilment of all the areas undertaken. However, in cases where there are multiple occurrences of standards not being met, the accommodation may be downgraded or closed down.


APPEALS
1. What if I disagree with my Establishment’s rating or violation/fine received?
DTCM has set up an appeal process for the Hotel Establishments wishing to raise any valid concerns/ disputed assessment results related to the Classification Rating or Violation/Fine given.

2. Will Hotel Establishments be able to apply for undertakings without visiting DTCM in person?
Yes, undertakings can be submitted through the classification portal once the assessment report has been approved and delivered to the Hotel Establishment. This undertaking process will take place as part of the 10 day response time available for the Hotel Establishment to respond/appeal/undertake their classification assessment results
Classification contact person is: Fatma Mansoori email: classification@dubaitourism.ae


Glossary of terminology
1.Terminology Explaination

Terminology

Explanation

 

 

Administrative Order

An Assessment Type that happens

Assessment

a) In response to an advice that a Guest Accommodation is

 

operating without a license.

 

b) In response to a request from authorities to complete an

 

information gathering task

Advisory Visit

An Assessment Type, Offered by the Advisory Unit at DTCM, for a

 

Fee, prior to the Receive Guest Assessment (May also be requested

 

at any time) It is considered a mock assessment.

Airport Property

A Hotel Establishment located either within the international

 

passenger airport complex or in close proximity of the international

 

passenger airport (From Airport Main Arrival Gate: 2 km radius if

 

Airport is in the City, 5 km radius if Airport is in the suburb)

All-Suite Property

A Hotel or Resort where 90% or more of units offered are suites,

 

with no less than 75%of the full inventory being full suites i.e.

 

separate bedroom and living rooms.

Announced Assessments

Assessments that are announced upon arrival to the Hotel

 

Establishment and not before.

Application Form

A Form that the Hotel Establishment fills out to apply for a specific

 

purpose: (New Classification, Receive Guest, Renew, Upgrade,

 

Downgrade etc...)

Assessment

The process of auditing and documenting evidence to determine the

 

Hotel Establishment compliance with classification Criteria.

Assessor

DTCM Classification Assessors are authorised personnel who will

 

identify themselves with photo identification and an official business

 

card when assessing Hotel Establishments.

 

The assessor visits the establishment to conduct an “assessment” by

 

evaluating the current state of the surroundings, services and

 

facilities in order to determine the correct rating and compliance of

 

standards.

AS - #

This is Assessment number created on Classification Portal when

 

Hotel Establishment has launched an application process. The

 

 

 

number is unique for each and every application

 

 

Beachfront Property

A Hotel Establishment located on and/or with direct access to the

 

beach.

Beachside Property

A Beachside Hotel Establishment is located a maximum of 500

 

meters walking distance from the beach (to Hotel Establishment's

 

main entrance). All sea view rooms, must have sea facing view

 

(excluding bathrooms), and guests have access to the beach.

Boutique Property

A Hotel or Resort having between 10 and 100 rooms. Intimate,

 

luxurious, distinctive, (often with a unique design or concept) which

 

provides an exceptional and personalised level of accommodation,

 

services and facilities. This type of property tends to attract a niche

 

of customers looking for a special and differentiated property to

 

fulfil their individual needs. (Boutique Properties may introduce

 

different themes in each guestroom)

Business Property

A Hotel Establishment catering to the business traveller, often

 

located in the centre of the business or commercial heart of the city

 

A Hotel is a Hotel Establishment that provides paid lodging, meals,

Budget Hotel

and other services for travellers and tourists on a short-term basis.

 

 

Category

Refers to a Hotel Establishment type: e.g. a Hotel, Resort, Hotel

 

Apartment, Guest House, Youth Hostel, University Campus, Holiday

 

Homes

Classification Standard (also

Are the unique standards expected at each category / rating. These

known as Criteria)

standards are grouped as follows:

 

• Licensing Criteria

 

• Operating Criteria

 

• Enhancing Criteria

 

A checklist exists for each category and rating which lists all the

 

standards.

 

 

Classification renewal

An Assessment type conducted for the Annual Renewal of all Hotel

 

Establishment Categories and Ratings

 

 

Cleanliness Guidelines

Guidelines used to determine the standard of cleanliness of the

 

internal / external environment, specifically:

 

• All finishes including glass, mirrors, wood etc.,

 

• Furniture, fixtures and fittings including bathrooms, dressing areas

 

• Special attention must be given to ensure everything is dust free

 

and no evidence of marks or staining

 

• Safety of the guest is paramount and therefore the establishment

 

must be completely hazard free

 

Assessors should note that ‘ADEQUATE’ is not sufficient. Any

 

imperfections must be documented, reported and corrected by the

 

establishment within a specific timeframe

 

 

Compliance

Conforming and adhering to Classification Standards and other

 

requirements stipulated by DTCM

Condition Guidelines

Guidelines used to determine the physical state of the internal /

 

external environment, specifically:

 

• The finishes of fabric and other material i.e. Leather, Drapes,

 

Covers etc.,

 

• The condition of the furniture, fittings and equipment

 

• All equipment fully functioning and free from hazards

 

Assessors should note that ‘ADEQUATE’ is not sufficient. Any

 

imperfections must be documented, reported and corrected by the

 

establishment within a specific timeframe

Convention Property

A Hotel Establishment that can hold a convention type event on-site

Criteria (also known as

Are the unique standards expected at each category / Rating. These

Classification Standard)

standards are grouped as follows:

 

• Licensing Criteria

 

• Operating Criteria

 

• Enhancing Criteria

 

A checklist exists for each category and rating which lists all the

 

standards.

 

 

Desert Property

A Hotel Establishment set in the Desert, which may be around an

 

oasis (minimum of 3 km radius of Desert surrounding) and reflects

 

the heritage and history of the country providing traditional desert

 

activities.

Designator

Are essential tools of the new Hotel Classification Scheme, which

 

promotes the specialties offered by the destination through its Hotel

 

Establishment Portfolio

 

They are symbols, which communicate to the consumer that a Hotel

 

Establishment caters to one or more specific markets. (This may be

 

by virtue of specialised facilities and services, or a unique style /

 

setting, such as Airport, All Suites, Beach Front, Beach Side,

 

Boutique, Business, City, Convention, family, Golf, Heritage, Island,

 

Shopping, Sport, Theme park, Spa, Desert and Wellness)

Document Library

Is a Page on the Dubai Classification Software where all important

 

documents are stored for reference (these can be uploaded by

 

DTCM or by the Establishments). It is a 2 way Document Library.

DTCM - #

This is application on Classification Portal which has been launched

 

by Hotel Establishment

 

 

Enhancing Criteria

Is the Classification Standard which enhance the stay / experience of

 

the guest at the Hotel Establishment 50% of the enhancing

 

standards must be fulfilled. In the event that 50% standards are not

 

met, grace periods may be granted for implementation.

 

Enhancing Standards differ by Category and by Rating

Evidence

Anything that is presented in support or as proof of an Assessment.

 

(this is especially required when assessors mark Hotel

 

Establishments as deficient and not meeting a specific Criteria)

Family Property

A Hotel Establishment catering to the specific needs of the family

 

market and features family rooms

Fine

A sum of money required to be paid as a penalty for a Violation

Floating Hotels

To be Introduced

Follow-up Assessments

An Assessment Type that happens:

 

- To follow-up on unfulfilled criteria that have been given a grace

 

period to rectify.

 

_ In response to a specific complaint received by DTCM

Generic Checklist

A Checklist Used for the New Classification Assessment. E.g. A hotel

 

Generic Checklist will combine the key and infrastructural

 

Classification Standards for all Hotel Ratings (Budget to 5 Star)

Golf Property

A Hotel Establishment offering an 18 hole golf course (or 9 hole that

 

is played twice) within the Establishment complex

Guest House

A Guest House is either a converted house, etc… adapted to

 

accommodate overnight guests; or it may be a purpose built facility.

 

A Guest House is run as a commercial operation, with a minimum of

 

5 rooms It has public areas, which are for the exclusive use of the

 

guest.

Heritage Property

A Hotel Establishment which reflects the traditional style of the

 

building’s past, which may be restored or upgraded. Located within

 

the designated historic/heritage zones, or in buildings designated as

 

historic/heritage buildings by Dubai Municipality or the relevant

 

authorities.

Holiday Homes

A Holiday Home is an establishment that includes offering owned or

 

rental furnished Real Estate units that are rented on daily, weekly,

 

monthly basis. It involves renting the unit as a whole and not

 

partially as rooms or beds. (definition is yet to be confirmed by DTCM

 

and is subject to change)

 

 

Hotel

A Hotel is a Hotel Establishment that provides paid lodging, meals,

 

and other services for travellers and tourists on a short-term basis.

Hotel Apartment

A Hotel Apartment shall signify a Hotel Establishment offering guests

 

a complete self-contained sole occupancy unit consisting of studios

 

and units with one or more bedrooms, a living room, and a kitchen

 

with cooking facilities and dining area.

Hotel Establishment

The Collective name that refers to one or all of the following e.g. a

 

Hotel, Resort, Hotel Apartment, Guest House, Youth Hostel,

 

University Campus, Holiday Homes

Industry Partner Page

Is the Hotel Establishment Page on the Dubai Classification Software

 

that allows the Hotel Establishment to apply, track applications and

 

assessments, receive assessment results, appeal, and communicate

 

with DTCM

Informed Assessments

Assessments that are Informed to Hotel Establishments prior to

 

arrival.

Inspection

The process of examining the Hotel Establishments to ensure its

 

compliance with the Classification Criteria.

Inspector

Those authorised personnel who visit the Hotel Establishments to

 

assess their compliance with the Classification Criteria.

 

The inspector visits the establishment to conduct an “inspection” by

 

scrutinising the compliance of standards and issuing violations

 

accordingly

Island Property

A Hotel Establishment located on an island (land totally surrounded

 

on all sides by water i.e. no road connection) offering

 

accommodation in either independent villa type units and/or

 

single/double villa type or room blocks that are not higher than the

 

height of a Palm Tree (maximum of ground level plus 1 additional

 

level).

Licensing Criteria

Are the mandatory standards against which full compliance is

 

required in order to receive a license to operate a guest

 

accommodation establishment and achieve a Classification Rating

 

i. All standards must be fulfilled.

 

ii. No exemptions are permitted.

 

iii. Failure to fulfil/rectify may result in downgrade or closure.

 

Licensing Standards differ by Category and by rating.

 

 

Mystery Assessments

Assessments that occur Overnight and the Assessors will announce

 

themselves on departure.

New Classification Assessment

An Assessment type conducted:

 

- For the New Hotel Establishment after Dubai Municipality

 

completion certificate is issued.

 

- As a request to transform an existing building (new or

 

occupied) into a Hotel Establishment

 

- To change Category of Hotel Establishment

New Establishments

A Hotel Establishment that requests permission from DTCM to build,

 

convert or take over an existing property, from the date of issuance

 

of the Administrative Order for Criteria for the Classification

 

Scheme.

Operating Criteria

Are also mandatory standards, which are over and above the

 

Licensing Criteria, and which are deemed necessary to operate a

 

Hotel Establishment at each classification rating

 

i. All standards must be fulfilled

 

ii. No exemptions permitted, however:

 

iii. Grace periods may be granted by DTCM for

 

rectification/implementation of unfulfilled standards, subject to

 

submission and acceptance of formal “undertaking” by Hotel

 

establishments

 

iv. Failure to act within the specified grace period may result in

 

downgrade.

 

v. A limit is placed on the permitted number of occurrences where

 

operating standards are not met.

 

Operating Standards differ by Category and by Rating

Pi

Represents the ratio of the circumference of a circle to its diameter

 

which will always calculate at 3.14

 

 

Rating Checklist

Is the Individual Checklist for each Category Level or Grading (e.g. for

 

a 5 star hotel). It includes all Classification Standards required for

 

that Level.

Rating

The level or grading of a specific Category (e.g. 5 star , Deluxe etc…)

Receive Guest Assessment

An Assessment Type conducted prior to opening the Hotel

 

Establishments, to approve the receipt of guests into the Hotel

 

Establishment. It is also conducted each time new rooms are

 

added/opened to receive guests.

Resort

A Resort is a full service, amenity rich Hotel Establishment expanding

 

over numerous acres, which provides a destination experience to its

 

guests. Resorts differ from hotels, due to the range of additional

 

facilities and services provided, including F&B, sports, leisure,

 

entertainment, and shopping.

Scoring

A system that calculates the number of Classification Standards

 

achieved by the Hotel Establishment, and outputs a final result and

 

recommendation in the Dubai Classification Software.

 

 

Self-Assessment

An Assessment that is completed by the Hotel Establishments on

 

their own properties, at the end of the application form.

Shopping Property

A Hotel Establishment situated within, or attached via a covered

 

pedestrian walkway (maximum 500m from Hotel Establishment

 

entrance to Mall entrance), to a Shopping Centre / Mall / Souk.

 

Defined by Dubai Municipality as having a minimum of 10,000 sq. ft.

 

and passageways which are covered or indoors, and are air

 

conditioned.

Spa Property

A Hotel Establishment that includes spa facilities which offer a

 

minimum of 10 treatment rooms and a wide range of customised

 

treatments.

Sports Property

A Hotel Establishment located inside or within close proximity (3km

 

radius) to a destination sports facility (defined as a facility with local

 

membership of a sporting federation or Dubai Sports Council with

 

full access to, and use of the main facility and the supporting /

 

ancillary services, facilities and staff e.g. stables, training pool;

 

OR

 

A Hotel Establishment which offers a variety (minimum of 4) of

 

sporting activities for its guests, with dedicated facilities and training

 

centres / professionals on site e.g. an academy / centre of

 

excellence, offering training programmes for each sporting discipline

 

offered e.g. Golf Course, Tennis Courts, Olympic swimming pool,

 

FIFA approved pitches, Athletic tracks, Cycling tracks etc.

Spot Checks

An Assessment type that is Ad-hoc, and conducted during the

 

license period

 

(In addition to the Annual Classification Assessment)

System Registration

The process by which All Hotel Establishments are registered and

 

mapped in the Dubai Classification Software

Theme Park Property

A Hotel Establishment which is part of a theme park, located within

 

or at the entrance, and designed to complement the various

 

attractions and characters in the zone it is situated in. (A 'theme

 

park' is a distinct style of amusement park, for a theme park has

 

landscaping, buildings, and attractions that are based on one or

 

more specific or central themes).

University Campus

A University Campus Hotel Establishment can be defined as

 

“Student" bedrooms rented to tourists or the general public by a

 

college or university, as follows:

 

• During Term Time - for family & friends of registered students

 

•Out with Term Time - for all

Universal (Shamil) Employee

Is a DTCM Counter Staff member who can work on all types of

 

applications e.g. Licensing/Classification and Permits/ Inspections

 

 

UNREG - #

This is user registration number that has been created by Hotel

 

Establishment on Classification Portal

 

 

Upgrade/Downgrade

An Assessment type that happens In response to a request by the

Assessment

Hotel Establishment to Upgrade / Downgrade

 

 

Violation

Is the failure to meet the Classification Standards

 

Each occurrence and re-occurrence of a violation will result in action

 

and monetary fines.

Wellness Property

A retreat dedicated to offering a full range of health and wellness

 

treatments, cuisine and facilities, providing customised programmes

 

for each individual’s lifestyle improvement. Set against natural

 

breath taking backdrops / surroundings. Minimum treatment

 

capacity of 50% of maximum guests at any one time.

Youth Hostel

A Youth Hostel is a budget oriented, sociable Hotel Establishment

 

providing the options of Single, Double, and Family Rooms (Group

 

Rooms, i.e. Dormitory Style, can also be offered however as Gender

 

Specific).


2.Cleanliness and Condition Standards

Cleanliness Guidelines

DTCM has an exemplary reputation for its management of the standards of guest accommodation in Dubai and Cleanliness plays a major part in this.

Cleanliness expectations mean the following:

The cleanliness of the inside of the establishment, specifically

All finishes including glass, mirrors, wood etc.,

Furniture, fixtures and fittings including bathrooms, dressing areas

Special attention must be given to ensure everything is dust free and no evidence of marks or staining

Safety of the guest is paramount and therefore the establishment must be completely hazard free

Assessors should note that ‘ADEQUATE’ is not sufficient. Any imperfections must be documented, reported and corrected by the establishment within a specific timeframe

Condition Guidelines

DTCM promises its visitors an exceptional experience and service second to none. It is therefore imperative that Condition standards are maintained.

Condition expectations mean the following:

The condition of the inside of the establishment, specifically

The finishes of fabric and other material i.e. Leather, Drapes, Covers etc.,

The condition of the furniture, fittings and equipment

All equipment fully functioning and free from hazards

Assessors should note that ‘ADEQUATE’ is not sufficient. Any imperfections must be documented, reported and corrected by the establishment within a specific timeframe

1 General Areas Cleanliness Standard Condition Standard
1.1 Lobby Hallways
Restaurant area
Reception area
 No dust, dirt, litter, dirty
ashtrays etc.,
 Housekeeping procedures
should be in place and
implementation checked
to ensure regular cleaning
and monitoring takes
place
 Schedules should show
the frequency of cleaning
and insect infestation
prevention methods i.e.,
bed bugs
 No hazards in all areas,
i.e., wet floors, debris etc.,
 All fixtures and equipment to
be functional
 Maintenance contract to be
in place
 All finishes, furniture must
show no signs of chipping,
cracking, or signs of wear
and tear or discolouration
 All public areas to be clear
from clutter and organised
2 Soft Furnishings Cleanliness Standard Cleanliness Standard  Condition Standard
2.1 Mattresses & Bed linen  Clean and no evidence of
spots or stains.
 All fabric must be stain
resistant and washable
 Housekeeping records to
show regular inspection
for insect infestation
and/or deep cleaning
programmes
 No tears, snags, holes,
fraying or signs of
discolouration.
 Mattresses appear new with
no evidence of wear,
sagging, stains or springs.
 Child cots/beds to be free
from any defects which could
cause injury e.g. screws or
splinters etc…
2.2 Carpets  Clean and no evidence of
spots or stains.
 All fabric must be stain
resistant and washable
 Housekeeping records to
show regular inspection
for insect infestation
and/or deep cleaning
programmes
 No fraying or patchy areas to
fitted carpets
 Any visible edges must be
properly bound and
stretched with no ripples
2.3 Upholstery Fabric &
foam
 Clean and no evidence of
spots or stains.
 All fabric must be stain
resistant and washable
 Housekeeping records to
show regular inspection
for insect infestation
and/or deep cleaning
programmes
 No tears, snags, holes,
fraying
 Seams to be in tact
 No fading, worn appearance
or any signs of
discolouration.
 All foam and fabric must
meet civil defence codes for
flame resistance including
lamp shades.
 Fabrics must be flame
resistant or pre-treated.
 Seating upholstery must not
be sagging
 Scatter Cushions must be in
shape and no broken zips or
openings
2.4 Leather items  Clean and no evidence of
spots or stains.
 Housekeeping records to
show regular inspection
for insect infestation
and/or leather treatment
 No scratches or holes.
3   Hard Furnishings
(including outdoor
furniture)
Cleanliness Standard  Condition Standard 
 3.1  General Hard Furnishing
& Case Goods
  Clean and free from
stains, dust, and dirt.

 Any glue or joining material
must be hidden
 Any cabinets must be intact
and stable, without damage
(e.g. no cracks etc...)
 Frames, cornices, and skirting
must be level and fixed
correctly

 There must be no gaps
between the skirting and the
floor

 3.2  Doors   Clean and free from
stains, smears, and dirt
 Housekeeping records to
show periodic inspection
for insect infestation
(termites)
  Correctly sealed and finished
 All metal fixings including
handles must be in place and
installed correctly (e.g. no
missing screws)
 Doors must be correctly
aligned, and open/close with
ease
3.3   Cabinets & wardrobes    Clean and free from
stains, smears, and dirt
 Housekeeping records to
show periodic inspection
for insect infestation
(termites)
  Smooth surfaces including
any exposed sides
 Drawers should open and
close with ease
 No chips, cracks, or scratches
3.4   Chairs & tables   Clean and free from
stains, smears, and dirt
 Housekeeping records to
show periodic inspection
for insect infestation
(termites)
  Secure and stable with even
legs
 No chips, cracks, or
scratches.
 4  Finishes  Cleanliness Standard  Condition Standard
4.1   Wood finishes   Clean and free from
stains, dust, and dirt
  No chips, cracks or deep
scratches or undulations /
warping.
4.2   Glass & Mirrors  Clean and free from
stains, spots, and
smudges. 
  No distortion, cracks or chips
 Wall or door mirrors to be
securely fixed
 Mirror surrounds must be
free from tarnish
 4.3  Paint   Clean and free from
dust, dirt and scuff
marks
  No scratches, chips, or
peeling
 Colour must be consistent
4.4   Metal finishes   Clean and free from
spots and smears.
  No corrosion, rusting,
tarnish, or denting
 Smoothness with no sharp
edges
4.5   Tiles   Clean and free from
spots, stains, dust, and
dirt
 Grouting is clean with no
evidence of mildew
  Level surfaces.
 No cracks or chips.
4.6   Wallpaper
Wall coverings
Veneers
  Clean and free from
stains, blemishes, and
marks
  Free from tears or fading
 No peeling
 Uniform application (e.g. no
uncovered areas)
 Patterns aligned
4.7   Plastic
Nylon
Rattan
  Clean and free from dust
and dirt
  Free from scratches, rips and
other evident damage
4.8   Stone    Clean and free from
dust, dirt, scuff marks
and stains
  Evidence of sealant used to
protect porous stone from
staining
 Smooth, level surface
 No chips or cracks
Windows  Condition Standard Condition Standard
5.1   Window Panels   Clean and free from
stains, spots, blemishes,
and smudges.
 Contract or program in
place for exterior
window cleaning. 
  No scratches, marks, or
cracks
 No clouding or condensation
between double glazed
panels.
 Handles/levers/locks/hinges
in good working order.
 Window Frames show no
chipping, scratches, and do
not have signs of
discolouration or wear and
tear.  
5.2   Window Coverings
Curtains
Blinds

  Clean and no evidence
of spots or stains.
 All fabric must be stain
resistant and washable

 Housekeeping records to
show regular inspection
for insect infestation
and/or deep cleaning
programmes

  Tracking intact and working
properly
 Tie Backs in place where
relevant

 No tears, snags or holes.
 No fading or signs of wearing

 Bathrooms  Cleanliness Standard  Condition Standard
6.1   General    Particular attention to
be paid to toilets (no
detritus), drainage
points/plug holes (no
hair) and extractor fans
(no dust)
 Evidence that
bathrooms and toilets
are cleaned, stocked and
frequently checked
 Where Glass & Mirrors
& Shower Doors, must
be clean and free from
smears and water stains
  Ventilated and odour free
 No mould on shower
curtains/glass/sinks/bath
 Shower Doors (where
applicable) are properly
aligned, and open and close
easily
 WC cistern flushes correctly
 WC seat is fixed correctly
6.2   Towelling   Clean and free from
spots and stains
 Evidence of laundering
and change frequency
  No fraying, rips, or holes
 No discolouration
6.3 Sanitary Ware
Ceramics
Taps
  Clean and free from
spots and stains
 Taps cleaned and
polished and free from
lime scale or watermarks
 Evidence of cleaning
frequency
  No cracks or chips or stains
to sinks or toilets
 Fully functional toilet flush
 No corrosion, rusting,
tarnish, or denting evident.
7  Food & Beverage  Cleanliness Standard  Condition Standard
7.1   Operating Equipment
Cutlery
Crockery
  Clean and free from
stains, spots, tarnishes,
and smudges.
  Pristine condition (in
original condition, no
missing parts etc…)
 No chips ,cracks or tarnish
7.2   Buffet Area   Surfaces must be clean
and free from stains,
dirt, food remains and spills
  No chips, cracks or tarnish
 Permanently fixed areas are
securedMoveable tables are safe
and secured
7.3   Linen   Clean and free from
spots and stains.
  No tears, snags, holes, frays
or fading
 No signs of discolouration.
7.4   Kitchen Taps   Clean, polished and free
from lime scale and
water marks
  No corrosion, rusting,
tarnish, or denting
8 Lighting Cleanliness Standard Condition Standard
8.1 Ceiling Lights
Lamps
Table Lights
Strip Lights
 Clean and free from
stains, dirt, and dust
 In working order
 No cracks or damages
 Bulbs in proper working
order (no flickering)
 Wardrobe lights (i.e. strip
lights) to function with
stability (i.e. continuous)
 Lamp shades must be free
from scorch marks or and
damages (e.g. no holes, or
tears)
9 AC & Ventilation Cleanliness Standard Condition Standard
9.1 AC units
Vents
Extraction units
 Grills/fans/vents/filters
are clean and free from
mould, dust, and dirt
 In working order
 Remote control or wall
control in place and working
 Grills/fans/vents/filters are
intact without chips or
cracks
 Maintenance contract is in
place with details of the last
visit report
10 Electrical Equipment Cleanliness Standard Condition Standard
10.1 TV, Kettle, Lamps
Hair dryer, Fridge etc…
 Clean and free from dirt
, stains and dust
 In working order and
pristine condition (i.e. no
missing parts etc.,,,)
 All cables in place with no
exposed wires
 Length of cables are
minimised, secured and
hidden from view where
possible  Safety instructions for use
are relevant and in place
 Evidence of periodic
maintenance
11 Vending Machines Cleanliness Standard Condition Standard
11.1 For F&B items
For Sanitary Items
Etc…
 Clean and free from dust
and dirt
 Evidence of sanitisation
and last maintenance
visit
 In working order
 Instructions are legible in
both Arabic & English
 All noted products are
stocked and available
 Service contract in place and
evidence of last visit
12 Signage Cleanliness Standard Condition Standard
12.1 Interior
Exterior
 Clean, polished if
appropriate and free
from dust and dirt
 No tears, chips, cracks, or
scratches
 No fading
 Permanent Signage is
securely fixed
 Not Falling or unstable
 Signage is correct
13 Literature Cleanliness Standard Condition Standard
13.1 Leaflets
Pamphlets
Hotel information
 Clean and free from
spots and stains and
dust
 Current up to date
Information
 Intact with no dog eared
corners or tears
 No signs or fading
14 Landscaping Cleanliness Standard Condition Standard
14.1 Grounds
Gardens
 Clean and free from
litter and debris
 Grass and plant cuttings
are removed from sight
and disposed of
 Landscaping contract must
be in place
 Landscaping company must
be licensed
 Copy of licence to be visible
OR Private Gardener with
relevant Landscaping
Certification
15 Decorative Items Cleanliness Standard Condition Standard
15.1 Artworks
Floral Arrangements
Sculptures
Vases
 Clean and free from dust Artwork:
 Securely fitted i.e. installed
with security mounts.
 No evidence of damage
(chips, scratches)
Floral Arrangements:
 Flowers are not wilting and
plants are not dry or dead.
Sculptures and Vases:
 No evidence of damages
(chips, scratches)
16 Elevators Cleanliness Standard Condition Standard
16.1 Guest Elevator
Staff Elevator
Escalator
 Clean and free from dust
 Mirrors to be cleaned
with no smears
 Evidence of maintenance
contract in place
 Alarm is fully functional
 Fire emergency instructions
clearly displayed (i.e. no
fading)
17 Emergency Equipment Cleanliness Standard Condition Standard
17.1 First Aid Kit
Automated External
Defibrillator
 Clean and free from
dust, dirt, mould, and
stains
 Clean and free from
dust, dirt, mould, and
stains
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