Le Méridien Global Brand Standards

Print Date: 31 Jan 2015 22:30:5

Compliance with Le Méridien Brand Standards shall be met when all applicable laws, codes and regulations are complied with, and attainment of the standards set forth in this document is demonstrated.

THE LE MÉRIDIEN STANDARDS ARE HOTEL REQUIREMENTS, BUT DO NOT SUPERCEDE APPLICABLE LAWS, CODES AND REGULATIONS. THE HOTEL MUST FULLY COMPLY WITH ALL SUCH LAWS IN ADDITION TO COMPLYING WITH LE MÉRIDIEN STANDARDS. A FRANCHISED HOTEL SHOULD SEEK INDEPENDENT LEGAL COUNSEL FOR ADVICE CONCERNING SUCH COMPLIANCE. A HOTEL MANAGED OR OWNED BY STARWOOD SHOULD CONTACT STARWOOD'S LEGAL DEPARTMENT OR THE HOTEL'S LOCAL COUNSEL FOR ADVICE CONCERNING SUCH COMPLIANCE.

© 2015 STARWOOD HOTELS & RESORTS WORLDWIDE, INC. ALL RIGHTS RESERVED

Reproduction and distribution is prohibited without the express written consent of STARWOOD HOTEL & RESORTS WORLDWIDE, INC

B: TECHNOLOGY

B.20: HIGH SPEED INTERNET

B.20.00

Information Technology (IT) | Level 1

Appropriate technological requirements including StarwoodONE and internet access are available and accessible on property for all Associates to complete required trainings.

• Computer (PCs) and/or laptops with StarwoodOne and internet access, per attached brand specifications.

B.20.01

Information Technology (IT) | Level 2

Wired and Wireless broadband access is available in all meeting rooms

• Wired and Wireless broadband access is available in all meeting rooms

B.20.02 Information Technology (IT) | Level 2

Wireless broadband internet access is available in lobby space

• Wireless broadband access is available free of charge in lobby space

B.20.03 Information Technology (IT) | Level 2

Broadband Internet access is available in guestrooms.

• Wireless broadband internet access is available in all guestrooms

• EAME - Properties can charge up to EUR 19.00 for guestroom premium internet access.

• LAD - Properties can charge up to USD 15.00 for guestroom premium internet access.

• AP - Properties can charge up to USD 15.00 for guestroom premium internet access, except properties in Japan, Korea, Australia, and Maldives who can charge up to USD 20.00 for guestroom premium internet access.

• Effective on 1 Feb 2015 : Complimentary guestroom standard internet access is required for all SPG

• members who book through web internal channels. See SOP for applicable terms and conditions.

• NAD - Properties can charge up to USD 15.00 pre-tax for guestroom premium internet access.

B.20.05

Information Technology (IT) | Level 2

The landing page for all broadband access must meet brand specifications.

• The landing page for all broadband access is

http://www.starwoodhotels.com/lemeridien/property/overview/index.html?propertyID=XXXX

Note: Properties should replace the XXXX with their properties ID number

B.20.06

Information Technology (IT) | Level 2

Effective on: 1 Feb 2015

Hotels must provide sufficient bandwidth for guest internet use.

• Hotels must have a minimum bandwidth of 35 Mbps per 150 rooms (233 Kbps per room) available for guest internet usage.

• Properties must offer guests access to bandwidth speeds of 5Mbps or greater.

• If offering multiple speed options to guests:

• Standard Bandwidth Tier – set to 1.5Mbps or higher

• Premium Bandwidth Tier – set to 5Mbps or higher

B.20.07

Information Technology (IT) | Level 2

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Hotels must enable guests to connect multiple devices to the internet for a single fee.

• If hotel charges for guestroom internet access, a guest must be able to connect a minimum of 3 devices for a single fee

• If hotel charges for guestroom internet access, should be clearly displayed on HSIA log-in page that guest can connect minimum of 3 devices for a single fee

|B.20.08|Information Technology (IT) | Level 2| |---|---|

Property’s web site (traditional and mobile) URL, design and content must comply with the following: (Starwood's Global Digital Compliance team evaluates all web site design and content and determines whether the standard has been met. See starwoodhotels.com/propertywebsitepolicy.

• Property web site must be operated under a Starwood approved and licensed Internet domain name or URL. Domain names containing a trademark, trade name, logo or brand owned or licensed by Starwood must be registered by Starwood’s Global Digital Compliance team.

• Property web site must conform to the web site design standards applicable to its brand, available on starwoodassetlibrary.com.

• Property web site must obtain authorization from the owner or author of all content, including video, photography, audio files, graphics and text, displayed on the web site to ensure no ownership, laws, codes, governmental orders or regulations have been violated.

• Property web site must use the approved hotel name.

B.20.09 Information Technology (IT) | Level 2

Property’s web site (traditional and mobile) functionality for reservations of Guest Rooms and Meeting Rooms must comply with the following: (Starwood's Global Digital Compliance team evaluates all web site reservations and determines whether the standard has been met. (See starwoodhotels.com/propertywebsitepolicy.)

• Property web site must hyperlink directly to the Starwood Meetings & Events RFP page as the site’s exclusive online booking functionality for meeting rooms.

• Property web site must hyperlink directly to the applicable Starwood brand reservations page as the site’s exclusive online booking functionality for guest rooms.

B.20.10 Information Technology (IT) | Level 2

Property’s web site (traditional and mobile) Legal Disclaimers must comply with the following: (Starwood's Global Digital Compliance team evaluates all web site legal disclaimers and determines whether the standard has been met. (See starwoodhotels.com/propertywebsitepolicy)

• Property web site must include prominent notice on each page of the site that the site and its contents are copyrighted by the property or property ownership, and that all rights are reserved. Properties that are not owned and operated by Starwood may not use a Starwood Hotels & Resorts Worldwide, Inc. copyright as a means to satisfy this requirement. The copyright notice must also include notice that certain portions of the content displayed on the web site are copyrighted by Starwood.

• Property web site must include prominent notice on each page of the site the applicable legal notices and disclaimers, including hyperlinks to web site terms of use and web site privacy policy. Properties that are not owned and operated by Starwood may not include a hyperlink to, or copy of, the Starwood Privacy Statement or starwoodhotels.com Terms of Use, as a means to satisfy these legal requirements. The property web site terms of use must clearly state that the property is solely responsible for the property web site, inform web site visitors about the web site owner’s data privacy policies, and that the use of Starwood trademarks is under a license from Starwood. The terms of use must also identify the hosting provider for the property web site and include an express disclaimer of responsibility or liability on the part of Starwood.

Copyright © 2015 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.

CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc. Please check www.starqa.com for the most current version of brand standards and property compliance information.

Print Date: 31 Jan 2015 22:30:5 Page 2

Information Technology (IT) | Level 2

B.20.11

Property’s web site (traditional and mobile) is prohibited from conducting the following web site activities: (Starwood's Global Online Compliance team evaluates all web sites and determines whether the standard has been met. See starwoodhotels.com/propertywebsitepolicy.

• Property web site may not capture personally identifiable information (PII), including, without limitation, name, mailing address, email address, telephone number, social security number, Starwood Preferred Guest number, credit card number, or any other information that may be associated with an identifiable individual, without Starwood’s prior written approval.

• Property web site may not conduct ecommerce transactions unless the property has first notified the Starwood Legal Department (WebLaw@starwoodhotels.com) of the proposed business model and certified to Starwood’s satisfaction that it has structured transactions in accordance with all applicable laws, rules and regulations, as well as security protocol.

• Property web site may not conduct sweepstakes, games of chance or other regulated promotional activities unless the property has first notified the Starwood Legal Department (WebLaw@starwoodhotels.com) of the proposed promotion and certified to Starwood’s satisfaction that it has structured the promotion in accordance with all applicable laws, rules and regulations.

B.20.12

Information Technology (IT) | Level 2

Property’s social media profiles must comply with the following: (Starwood's Global Digital Compliance team evaluates social media profiles and determines whether the standards have been met. See starwoodhotels.com/socialmediaguidelines.)

• Property social media profiles must conform to the style guidelines applicable to its brand and division, including the use of logos and photography.

• Property social media profiles must conform to the content guidelines applicable to its brand and division, including the use of video, apps, and web and social media links.

• Property social media profiles must conform to the account setting guidelines applicable to its brand and division, including profile URLs, profile classifications and categorizations, and account ownership.

B.20.13 All | Level 2

Effective on: 1 Apr 2015

• Hotels must offer strong Wi-Fi signal strength, coverage and capacity in all guest rooms, public space, and meeting rooms

• Wi-Fi Signal Strength must be equal to or greater than -65dB for both 5GHz and 2.4GHz and -70dB for 5GHz – in all guest areas including guest rooms, meeting rooms, and public areas.

• Hotels must conduct a Wi-Fi site survey of all public areas, guestrooms and heart of house per guidelines

• B.21: EMAIL PROTOCOL

B.21.00

Information Technology (IT) | Level 2

All e-mail to guests from hotel associates (receive and send) is delivered to and from the appropriate brand e-mail address

• All e-mail to guests from hotel associates (receive and send) is delivered to and from the appropriate brand e- mail address using brand name following brand guidelines.

B.21.01

Information Technology (IT) | Level 2

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Print Date: 31 Jan 2015 22:30:5 Page 3

The approved e-mail auto-signature format is used

• The approved e-mail auto-signature format and hotel name is correctly used in e-mail closings.

• B.22: GUEST COMMUNICATION SYSTEMS

B.22.00

|Information Technology (IT) | Level 3| |---|

Guest Communication system is used for pre-stay and post-stay Communication

• Guest Communication system is used for pre-stay and post-stay Communication

B.22.01 Information Technology (IT) | Level 2

StarGuest is used to track and respond to guest requests and service defects

• StarGuest must be used to log all guest complaints/defects and track the resolution status and outcome.

• StarGuest must be used to enter and deliver on guest preferences, stay comments, and ancillary information within guest's StarGuest profile when observed or informed by guest.

• StarGuest must be used to to receive and manage files created at the call center within 24 hours related to CSF (Customer Service Files), Luxury Requests, CCC Requests and Ambassador files.

• StarGuest must used to log all guest requests and track delivery status and outcome.

• Master Arrivals Report is run on a daily basis to prepare for upcoming arrivals

D: HOTEL SERVICES

D.20: RESERVATIONS

|D.20.00|Guest Services | Level 4| |---|---|

Property accepts reservations via live person 24 hours per day, 7 days a week.

• Associate answers call within 3 rings.

• Property name is used in greeting and caller is thanked.

• Property accepts reservations via live person 24 hours per day, 7 days a week.

• Associate automatically offers to extend written or e-mail confirmation.

|D.20.01|Guest Services | Level 3| |---|---|

NON SPG MEMBERS reservation calls follow SPG guidelines

• Associate offers the opportunity to enroll in the SPG program per the SPG Guidelines.

• Associate explains guests ability to earn Starpoints which can be used for Free Nights Airline Tickets, as well as once in a lifetime experiences

• Associate explains SPG is a complimentary loyalty program.

|D.20.02|Guest Services | Level 3| |---|---|

SPG MEMBERS reservation calls follow SPG guidelines

• Associate solicits or mentions email address to ensure it has not changed.

• Associate welcomes back repeat guests

• Associate asks guest for SPG number or full name

• Associate confirms membership tier and thank guest

• D.21: CHECK IN

|D.21.00|Guest Services | Level 3| |---|---|

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Print Date: 31 Jan 2015 22:30:5 Page 4

Check-in time is no later than 3PM, (15:00h) although guests are accommodated earlier when possible.

• Check-in time is no later than 3PM, (15:00h) although guests are accommodated earlier when possible.

D.21.01 Front Office (FO) | Level 3

Time waiting in line for check-in does not exceed three minutes.

• Time waiting in line for check-in does not exceed three minutes.

D.21.06

Front Office (FO) | Level 4

Registration process is paperless [unless prohibited by local law]

• AP, EAME, NAD, SVO - Registration process is paperless [unless prohibited by local law]

D.21.07

Front Office (FO) | Level 3

All package elements are delivered consistently

• All package elements are delivered automatically upon arrival or as included in the package.

• If a package is booked, guest is informed of package elements at check-in and recognized as being on the particular package

D.21.10

Front Office (FO) | Level 2

SPG elite member upgrades are communicated at check-in

• Gold members must be upgraded to Preferred room (if available) and verbally informed of upgrade. Platinum members must be upgraded to Best Available Room (if available) and verbally informed of upgrade.

• Provide upgrade collateral insert in key packet.

D.21.11 Front Office (FO) | Level 2

Hotel has fully implemented UNICEF Check Out for Children (COFC) program per brand specifications.

• AP, EAME - Hotel has fully implemented UNICEF Check Out for Children (COFC) program per brand specifications.

• EAME - Check Out for Children (COFC) collateral handed to each guest upon check-in along with room key.

D.21.12

Front Office (FO) | Level 1

Only brand approved pens, stationery, keys and key packets are to be used during the check-in process

• All pens, stationery, and Unlock Art keys used during the check-in process meet brand specifications

D.21.13 Front Office (FO) | Level 4

Messages, faxes and packages received prior to arrival are given to guest at check-in.

• Envelope is used and meets brand specification

• Messages, faxes and packages received prior to arrival are given to guest at check-in or delivered to room

D.21.14 Front Office (FO) | Level 3

In addition to regular check-in procedures, Royal properties must comply with additional standards

• Glass of fresh fruit juice or bottled water should be offered to guests while checking in

• Based on climate and time of day, a hot or cold towel is offered

• A bowl of fruit or individually wrapped candy is at the reception desk and offered to guest

• Dedicated associate personally greets and escorts guest to the room

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CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc. Please check www.starqa.com for the most current version of brand standards and property compliance information.

Print Date: 31 Jan 2015 22:30:5 Page 5

• Provide seated registration at the welcome desk

Front Office (FO) | Level 1

D.21.15

Unlock Art Programme is in place as part of the Arrival Experience

• Front Desk Agent informs guest verbally at time of check-in about Unlock Art programme and hotel partnership with local centre

• Property has partnership with a local cultural centre (approved by Le Meridien Brand Team) that provides complimentary access to the centre

D.21.22

All | Level 2

Starwood Personalized Travel program is in place for designated properties and offered to Chinese speaking guests as needed

• Welcome Kit (printed on GM letterhead) includes GM letter in brand voice (refer to SOP), summary of translated hotel and area information

• Additional breakfast doorhanger menu is provided in Chinese and placed in Welcome Kit

• A Chinese version of the menu is available in minimum of one restaurant serving breakfast, lunch and dinner

• Instant noodles and brand approved slippers, tea kettle, toiletries are available upon request

• A Chinese speaking Associate is available to welcome guests and assist with translation needs

• Congee to be served for breakfast in restaurant and in-room dining

D.21.24

Front Office (FO) | Level 2

Check in meets The Welcome process and includes both foundational and memorable elements to deliver an efficient, personalized and on-brand welcome experience. (NOTE: Unlock Art Programme must still be communicated to guest during check-in per standard D.21.15)

• SPG membership/participation is recognized and benefits are delivered upon or enrollment offered to non-

members

• Departure date & room type confirmed

• Departure time asked

• NAD - ID viewed and payment collected

• AP, EAME, LAD - Follow local regulations regarding ID/Passport

• AP, EAME, LAD - Collect method of payment

• AP, EAME, LAD - Confirm rate (not said out loud, can either be written on key packet or on signed registration card)

• EAME, LAD, NAD - Make a Green Choice Program participation is offered to eligible (2 or more night stay) guest if not opted in at reservation. Participation is acknowledged if guest opted in at check-in

• EAME - Check Out For Children collateral is handed to each guest upon check-in along with room key

• NAD - Guest is informed that email folio will be sent

• AP, EAME, LAD - Guest informed that receipt will be emailed where available

• NAD - Key provided in proper key packet with rate written (& not stated out loud)

• AP, EAME, LAD - Key provided in proper key packet

D.21.25

Front Office (FO) | Level 2

Front desk Staff use fundamental service behaviors during all check in interactions.

• Staff greets guest and maintains eye contact while engaging in conversation with guests, using the guest name.

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Print Date: 31 Jan 2015 22:30:5 Page 6

• Staff recognizes and acknowledges guests from 10 feet away. At 5 feet, Staff smiles and offers an appropriate hospitality greeting.

D.22: CHECK OUT

D.22.00 Guest Services | Level 3

In accordance with local law, at least one method of express check-out is offered.

• AP, EAME, LAD - Guests must have the option to review the folio through their TV or have the folio emailed upon request

• NAD - Printed folio is delivered upon request only

D.22.01 Front Office (FO) | Level 3

Check-out time is no earlier than 12 noon (12:00h).

• Check-out time is no earlier than 12 noon (12:00h).

D.22.02 Front Office (FO) | Level 3

Time waiting in line for check-out at the front desk does not exceed three minutes.

• Time waiting in line for check-out at the front desk does not exceed three minutes.

D.22.03

Guest Services | Level 2

Check out meets The Farewell process and includes both foundational and memorable elements to deliver an efficient, personalized and on-brand departure experience.

• Inquire about the stay & take responsibility for any additional requests or issues.

• Verify charges & payment before issuing final invoice.

• AP, EAME - Confirm UNICEF donation.

• Thank for staying & extend invitation to return.

• Offer to assist with transition to what’s next.

D.22.05 Front Office (FO) | Level 2

Front desk Staff use fundamental service behaviors during all check out interactions.

• Staff greets guest, consistently smiles and maintains eye contact while engaging in conversation with guests, using the guest name.

• Staff recognizes and acknowledges guests from 10 feet away. At 5 feet, Staff smiles and offers an appropriate hospitality greeting.

D.23: CONCIERGE

|D.23.00|Guest Services | Level 3| |---|---|

Concierge services are available

• Concierge service is available 24 hours per day, 7 days per week

• Concierge service is provided via dedicated staff or the front desk

D.23.01 Guest Services | Level 3

Concierge provides range of services per brand specifications

• Concierge proactively offer to make Reservations

• Concierge proactively offer directions/maps

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Print Date: 31 Jan 2015 22:30:5 Page 7

• Concierge offers printed or written confirmation for any reservations. Confirmation meets Brand Identity guidelines.

• Concierge offers additional services

D.24: WAKE-UP CALLS

D.24.00

Guest Services | Level 3

Wake up call requests are taken in a professional manner.

• Live or automated wake-up services requests are available 24 hours per day, 7 days per week

• Service line is answered within three rings

• If wake up call is taken live, confirmation of date, time and room number is provided.

• If wake up call is taken live, guests are offered the option to place a breakfast order for morning delivery.

• If wake up call is taken live, a second/follow-up wake up call is offered to guest.

|D.24.01|Guest Services | Level 2| |---|---|

Wake up call service delivery is prompt and courteous

• All wake up calls must be received within 5 minutes of requested time.

• If live, wake up call includes a pleasant greeting.

• If live, wake up call includes time confirmation.

• If live, wake up call includes a pleasant closing

• All unanswered wake up calls will be repeated within 5 minutes. If call remains unanswered after another 5 minutes, it is investigated by a staff member.

D.25: DOOR/VALET SERVICES

|D.25.00|Guest Services | Level 3| |---|---| |Door service is available
•Door service is available based on market demand.|| |D.25.01|Guest Services | Level 3|

• Door service is provided per brand specification • When present, Associates proactively open vehicle and hotel doors • When present, Associates proactively assist with luggage and offer directions

• D.25.02 Guest Services | Level 2

When present, door associates use fundamental service behaviors during all guest interactions

• Associates recognize and acknowledge guest from 10 feet away from a guest encounter. At 5 feet, associate smiles and offers an appropriate hospitality greeting • Associates maintains eye contact while engaging in conversation with guests, using the guest name at least once, if known • Associate provides clear directions or escorts guests within the hotel when directions are requested

|D.25.03|Guest Services | Level 3| |---|---|

Valet parking is available.

• Valet parking is available 24 hour per day, 7 days per week.

D.25.04

|Guest Services | Level 3| |---|

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Valet parking provides a range of services per brand specifications

• Default method of payment is room charge

• Automobiles are returned within 20 minutes of request, or guest is notified of a delay

• Associate explain retrieval process, privileges, rates, and methods of payment. Numbered receipt provided

• Valet parking ticket meets current brand graphic standards.

D.26: LAUNDRY & DRY CLEANING

D.26.00

Guest Services | Level 3

Laundry services are available a minimum of 5 days/week, hours based on market demand

• Laundry services are available a minimum of 5 days per week, hours based on market demand

D.26.01 Guest Services | Level 3

Dry cleaning services are available a minimum of 5 days/week, hours based on market demand

• Dry cleaning services are available a minimum of 5 days/week, hours based on market demand

D.26.02

Guest Services | Level 4

Pressing services are available

• Complimentary pressing of one (1) suit or one (1) garment is offered upon arrival to guests staying in Le Royal Club Rooms, not applicable to resort hotels

D.26.03

Guest Services | Level 3

Laundry and dry cleaning are picked-up and delivered in a professional manner

• All items are returned clean, fresh smelling, pressed, properly packaged and presented according to brand SOP. Hanging items placed in closet, folded items are boxed.

• Garments are promptly picked up as requested within 15 minutes or guest is informed of delay

• D.27: LUGGAGE SERVICES

D.27.00

Guest Services | Level 3

Luggage Services are available

• Luggage assistance is available 24 hours per day, 7 days a week; dedicated staffing based on market demand

D.27.01

Guest Services | Level 3

Luggage delivery to guest room is prompt and professional

• Luggage shall be delivered to the guest's room within 10 minutes of arrival or guest will be notified of delay.

• Associate offers to explain property services/features.

• Associate offers to hang garment bag and place luggage on stand or appropriate area

D.27.02

Guest Services | Level 3

Luggage assistance at departure is prompt and professional

• Associate arrives promptly (within 10 minutes) or guest will be notified of delay.

D.27.03

Guest Services | Level 3

Associate providing luggage service follows fundamental service behaviors during all guest interactions.

• Associate provides personal introduction, uses guest name and thanks guest

• Copyright © 2015 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved.

CONFIDENTIAL & PROPRIETARY - May not be reproduced, disclosed or distributed without the express written permission of Starwood Hotels & Resorts Worldwide, Inc. Please check www.starqa.com for the most current version of brand standards and property compliance information.

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