Hotel Brand Standard Audit (BSA) Checklist

Hotel brand standard audit (BSA) checklist to help your team prepare for an official BSA. Identify and correct issues ahead of the official audit. Customizable for Marriott, Hilton, Hyatt, IHG, and other hotel brands.

Download as free PDF

GET A DEMO
SIGN UP TO USE TEMPLATE
SIGN UP

Hotel Brand Standard Audit (BSA) Checklist



First Impressions & Online Presence

1. The hotel's official website accurately reflects current room types, rates, amenities, and policies.


Photo Comment

2. The brand loyalty program is prominently featured on the booking page with correct enrollment information.


Photo Comment

3. Online booking confirms within the required response time and sends a complete reservation confirmation.


Photo Comment

4. The hotel's profile on all major OTAs (Booking.com, Expedia, etc.) matches the brand website for photos, descriptions, and amenities.


Photo Comment

5. The hotel's Google Business Profile is verified, up to date, and includes current photos, hours, and contact details.


Photo Comment

6. Social media profiles are active, on-brand, and free of unanswered guest complaints or negative interactions.


Photo Comment

7. The most recent guest satisfaction score (e.g., GSS, TripAdvisor, Google rating) meets or exceeds the brand's required threshold.


Photo Comment

8. Online review responses are posted within the required timeframe and follow brand voice guidelines.


Photo Comment

9. Pre-arrival communication (confirmation email, pre-stay message) is sent within the required window and includes all required brand elements.


Photo Comment
Exterior & Arrival Experience

1. The hotel exterior, signage, and landscaping are clean, well-maintained, and free of visible damage or graffiti.


Photo Comment

2. Brand signage meets current specifications for size, font, lighting, and placement.


Photo Comment

3. The main entrance is well-lit, clearly marked, and accessible for guests with mobility needs.


Photo Comment

4. The driveway and drop-off area are free of obstructions and maintained to a clean, safe standard.


Photo Comment

5. Valet or self-parking facilities are clean, clearly signposted, and operating to brand standard.


Photo Comment

6. A uniformed host or doorperson is present at the entrance during peak hours and greets arriving guests within the required timeframe.


Photo Comment

7. Luggage assistance is offered proactively to all arriving guests.


Photo Comment

8. The hotel entrance doors, mats, and immediate forecourt are clean and free of debris.


Photo Comment

9. The brand flag or external branding installation is in good condition and properly lit at night.


Photo Comment
Lobby & Public Areas

1. The lobby environment meets brand sensory standards, including music, scent, lighting, and temperature.


Photo Comment

2. Brand signage, artwork, and decor elements in the lobby conform to current brand guidelines.


Photo Comment

3. The loyalty program is visibly displayed in the lobby with correct branded materials (signage, brochure holder, or wall-mounted display).


Photo Comment

4. The lobby is clean, free of clutter, and all furniture is in good condition with no visible damage or staining.


Photo Comment

5. Elevators are clean, well-lit, and free of damage to walls, floors, and doors.


Photo Comment

6. Elevator interiors display correct brand materials and have current inspection certificates posted.


Photo Comment

7. Corridors on all floors are clean, evenly lit, free of housekeeping carts left unattended outside operating hours, and free of odors.


Photo Comment

8. Public restrooms are clean, fully stocked with amenities (soap, paper, hand towels), and free of odors.


Photo Comment

9. All public area artwork, mirrors, and wall fixtures are clean, undamaged, and properly mounted.


Photo Comment

10. Ice machine and vending areas (where present) are clean, operational, and consistent with brand presentation standards.


Photo Comment

11. Any business center or guest computer stations are clean, operational, and stocked with required supplies.


Photo Comment
Front Desk & Guest Services

1. Front desk staff uniforms meet brand grooming and appearance standards, including name badges.


Photo Comment

2. All front desk staff greet arriving guests within the required number of seconds and use the guest's name when confirmed.


Photo Comment

3. The 10/5 rule (or brand-equivalent greeting standard) is observed by all staff in public areas.


Photo Comment

4. Check-in is completed within the brand's required time standard (typically 5 minutes in the US/Canada, 10 minutes in other regions).


Photo Comment

5. Staff verify guest identification and payment in a discreet manner that does not expose room number or personal information publicly.


Photo Comment

6. Loyalty program members are verbally acknowledged and thanked for their status at check-in.


Photo Comment

7. Non-members are offered enrollment into the loyalty program with a brief explanation of key benefits.


Photo Comment

8. Room type assigned matches the guest's reservation, including bed type, floor preference, and any confirmed upgrades.


Photo Comment

9. Key cards and key packets meet current brand specifications for design and materials.


Photo Comment

10. Staff communicate Wi-Fi access, breakfast hours, and relevant amenities clearly without being prompted.


Photo Comment

11. The concierge or front desk provides local recommendations when asked and has current, accurate information available.


Photo Comment

12. Guest messages, packages, and mail are logged, stored securely, and delivered to guests promptly.


Photo Comment

13. Service recovery procedures are followed when a guest complaint is raised, including acknowledgment, resolution, and follow-up.


Photo Comment

14. All front desk technology (PMS, payment terminals, phone system, key encoder) is operational and up to date.


Photo Comment

15. The Marriott Bonvoy / Hilton Honors / equivalent loyalty program materials and signage at the desk meet current brand specifications.


Photo Comment
Guest Rooms

1. Room condition on entry is free of odors, and temperature is set to the brand's required pre-arrival standard.


Photo Comment

2. All lighting fixtures are functional, bulbs match in color and brightness, and the lighting control panel operates correctly.


Photo Comment

3. Bedding is clean, wrinkle-free, and presented to brand specification, including pillow arrangement and bed skirt alignment.


Photo Comment

4. All pillows and mattress are free of stains, tears, and visible wear.


Photo Comment

5. Furniture (desk, chairs, sofa, bedside tables) is clean, undamaged, and positioned per brand room setup standards.


Photo Comment

6. The wardrobe or closet is clean and stocked with the correct number of hangers, laundry bag, shoe shine equipment, and iron/ironing board per brand standard.


Photo Comment

7. The minibar or in-room refreshment station is fully stocked, clean, and all items are within expiration date.


Photo Comment

8. The in-room safe is operational and instructions are present.


Photo Comment

9. The television is functional, programmed to the brand's required channel lineup, and the remote is clean and working.


Photo Comment

10. In-room entertainment and connectivity (Wi-Fi, Bluetooth, streaming) meet brand technology standards.


Photo Comment

11. The in-room telephone is operational and the directory is current and brand-compliant.


Photo Comment

12. The desk and work area are clean and stocked with brand stationery, pen, and any required collateral.


Photo Comment

13. All printed in-room materials (compendium, menus, notices) are current, undamaged, and presented in brand-specified holders.


Photo Comment

14. Window treatments (curtains, blinds, sheers) are clean, fully operational, and hang correctly.


Photo Comment

15. Windows, balcony doors, and exterior surfaces visible from the room are clean and free of smears or grime.


Photo Comment

16. Balcony or terrace (where present) is clean, furniture is in good condition, and safety railings meet applicable standards.


Photo Comment

17. Air conditioning and heating operate correctly and controls are intuitive for the guest.


Photo Comment

18. The room is free of any maintenance defects — no peeling paint, scuffed walls, damaged trim, or stained carpet.


Photo Comment

19. Room branding elements (brand logo on amenities, stationery, packaging) are current and consistent.


Photo Comment
Bathrooms

1. The bathroom is clean and free of odors, mold, mildew, and soap scum on all surfaces.


Photo Comment

2. Tiles, grout lines, and caulking are clean, intact, and free of discoloration or damage.


Photo Comment

3. The vanity, basin, faucets, and mirror are clean, functional, and free of limescale or water stains.


Photo Comment

4. Toilet is clean, fully operational, and the seat and lid are undamaged.


Photo Comment

5. The shower and/or bathtub is clean, drains properly, and all fixtures are functional.


Photo Comment

6. The shower screen or curtain is clean, mold-free, and in good condition.


Photo Comment

7. Bath amenities (shampoo, conditioner, body wash, lotion, soap) are stocked to brand specification and are the approved brand product.


Photo Comment

8. Towels are clean, white (or brand-specified color), free of stains or pulls, and folded to brand presentation standard.


Photo Comment

9. Bathrobes and slippers (where required by brand tier) are present, clean, and in brand-specified style.


Photo Comment

10. Hair dryer is present, functional, and meets brand specification.


Photo Comment

11. Bathroom lighting is fully functional and provides adequate illumination.


Photo Comment

12. Bathroom ventilation is operational and the bathroom is free of persistent condensation or humidity.


Photo Comment
Food & Beverage Outlets

1. All F&B outlets are open during the hours published on the hotel website and signage.


Photo Comment

2. Restaurant entrance and host station meet brand presentation standards, including cleanliness and staff presentation.


Photo Comment

3. Menus are current, undamaged, clean, and reflect current pricing and offerings including allergen information.


Photo Comment

4. Table settings are complete, clean, and set to brand specification.


Photo Comment

5. Service staff greet and seat guests within the required time standard and follow the brand's service sequence steps.


Photo Comment

6. Food quality, temperature, and presentation meet brand standards across all menu items ordered.


Photo Comment

7. Bar and lounge areas are clean, fully stocked, and the bar back display meets brand presentation guidelines.


Photo Comment

8. Non-alcoholic and specialty beverage options are available and presented per brand standards.


Photo Comment

9. In-room dining orders are delivered within the required time window, presented correctly, and arrive at the correct temperature.


Photo Comment

10. In-room dining menu and ordering instructions in guest rooms are current and correctly branded.


Photo Comment

11. Buffet setup (where applicable) meets brand standards for labeling, presentation, replenishment frequency, and allergen notices.


Photo Comment

12. Kitchen and food preparation areas visible to guests (open kitchen, pass-through) are clean and orderly.


Photo Comment

13. Food safety records (temperature logs, HACCP compliance, expiration checks) are current and accessible.


Photo Comment

14. Staff handling food meet personal hygiene standards including handwashing, gloves where required, and appropriate attire.


Photo Comment
Meeting & Event Spaces

1. All meeting rooms are clean, odor-free, and set up correctly per the current event order before each function.


Photo Comment

2. Audio-visual equipment (projector, screen, microphone, video conferencing) is operational and tested before each event.


Photo Comment

3. Lighting and temperature controls in all meeting rooms are functional and accessible to the organizer.


Photo Comment

4. Meeting room signage at the entrance correctly displays the event name, organizer, and schedule for the day.


Photo Comment

5. Stationery, water, and refreshment setups meet brand specification for the contracted package.


Photo Comment

6. Pre-function and corridor areas adjacent to meeting rooms are clean and clear of obstructions.


Photo Comment

7. Staff assigned to events are present at setup, available throughout, and briefed on the event requirements.


Photo Comment

8. Banquet and catering service follows brand sequence of service and food quality standards during events.


Photo Comment
Fitness Center, Pool & Spa

1. The fitness center is clean, well-ventilated, odor-free, and open during the hours advertised.


Photo Comment

2. All fitness equipment is operational, clean, and free of visible wear or damage; out-of-order equipment is removed or clearly tagged.


Photo Comment

3. Towels, sanitizing wipes or spray, and water are available throughout the fitness center at all times.


Photo Comment

4. Pool area is clean, properly chemically balanced (test records current), and pool rules are posted in a visible location.


Photo Comment

5. Pool furniture is clean, in good condition, and arranged per brand standard.


Photo Comment

6. Spa reception and treatment rooms are clean, appropriately lit and scented, and meet brand presentation standards.


Photo Comment

7. Spa menus and pricing are current, correctly branded, and available at reception.


Photo Comment

8. Locker rooms for fitness, pool, and spa are clean, fully stocked with toiletries, and all lockers are operational.


Photo Comment

9. Sauna and steam room (where present) are clean, operational, and temperature is within the brand-specified range.


Photo Comment
Life Safety & Security

1. All fire exits are clearly marked, unobstructed, and emergency lighting is functional.


Photo Comment

2. Fire extinguishers are present in required locations, have current inspection tags, and are the correct type for each area.


Photo Comment

3. Fire suppression systems (sprinklers, suppression hoods in kitchen) are operational and inspection records are current.


Photo Comment

4. Emergency evacuation plans are posted in all guest rooms and key public areas per brand and local regulatory requirements.


Photo Comment

5. The fire panel is displaying normal status and the most recent fire alarm test is within the required inspection interval.


Photo Comment

6. Security cameras are operational and cover all required areas including entrance, lobby, parking, and corridors.


Photo Comment

7. Access control to back-of-house, utility rooms, and staff-only areas is functioning and keys/access cards are properly managed.


Photo Comment

8. The first aid kit is fully stocked, accessible to staff, and contents are within expiration dates.


Photo Comment

9. All staff are aware of emergency contact numbers and evacuation procedures, and training records are current.


Photo Comment

10. The automated external defibrillator (AED) is present, accessible, clearly signed, and within the service interval.


Photo Comment

11. Guest room electronic door locks are operational on all floors and no rooms are reported with malfunctioning locks.


Photo Comment
Back-of-House & Sustainability

1. Staff areas (locker rooms, break rooms, staff canteen) are clean, organized, and in good repair.


Photo Comment

2. The receiving dock and storage areas are clean, free of pests, and all goods are stored off the floor and correctly labeled.


Photo Comment

3. Chemical storage meets safety requirements: products are labeled, segregated, and MSDS/SDS sheets are accessible.


Photo Comment

4. Linen storage is clean, organized, and par levels are sufficient to meet current occupancy demands.


Photo Comment

5. Maintenance workshop and engineering areas are clean, organized, and all tools and equipment are properly stored.


Photo Comment

6. A preventive maintenance schedule is in place and records confirm completion of scheduled tasks for the current period.


Photo Comment

7. The property has a documented sustainability program covering energy, water, and waste reduction, with current performance data available.


Photo Comment

8. Single-use plastic elimination initiatives are in progress or complete per brand sustainability commitments.


Photo Comment

9. Recycling and waste separation processes are in place in all operational areas and staff are trained on procedures.


Photo Comment

10. Staff notice boards and communication areas are up to date with current brand initiatives, safety notices, and operational updates.


Photo Comment

11. HR records confirm that all staff have completed required brand training and certification for their current role.


Photo Comment

Is this sample what you are looking for?
Sign up to use & customise this template, or create your own custom checklist:

Checklist by GoAudits.com – Please note that this checklist is intended as an example. We do not guarantee compliance with the laws applicable to your territory or industry. You should seek professional advice to determine how this checklist should be adapted to your workplace or jurisdiction.

Easy inspection app for your digital checklists

  • Conduct inspections anytime, anywhere - even offline
  • Capture photos as proof of compliance or areas needing attention
  • Instantly generate and share detailed reports after the inspections
  • Assign & track follow-up tasks, view historical trends on a centralized dashboard
GET A DEMO
START FREE TRIAL
GoAudits care app