STANDARDS OF OPERATION & DESIGN MANUAL United States and Canada

RAMADA WORLDWIDE INC. (Revised December 2010)

RAMADA WORLDWIDE INC. 22 Sylvan Way Parsippany, NJ 07054

TABLE OF CONTENTS

I. II.

INTRODUCTION GENERAL OPERATIONS 2100.00 2101.00 2101.01 2101.02 2101.03 2101.04 2102.00 2102.01 2102.02 2102.03 2102.04 2103.00 2104.00 2104.01 2104.02 2105.00 2105.01 2105.02 2105.03 2105.04 2106.00 2107.00 2108.00 2109.00 2109.01 2110.00 2111.00 2112.00 2113.00 2114.00 2114.01 2115.00 GENERAL MANAGER/MANAGER-ON-DUTY RESERVATIONS RESERVATIONS - GENERAL RESERVATIONS - GUARANTEED RESERVATIONS - WALK IN TURN-AWAY POLICY CHECK-IN/CHECK-OUT GUEST PRIVACY ROOM ASSIGNMENT SETTING RATES WELCOME CALL PROGRAM CUSTOMER CARE QUALITY PHYSICAL INSPECTIONS MYSTERY SHOP INSPECTIONS ASSOCIATES ASSOCIATES - TRAINING ASSOCIATES - APPEARANCE ASSOCIATES - UNIFORMS ASSOCIATES - GLOBAL SERVICE CULTURE CREDIT AND PAYMENT TELEPHONE OPERATION BELL SERVICE/VAN SERVICE SAFETY DEPOSIT BOXES IN-ROOM SAFE MISCELLANEOUS SERVICES COMPLIMENTARY WEEKDAY NEWSPAPERS WYNDHAM REWARDS ADDITIONAL PROGRAMS AND PROMOTIONS TRADEMARKS AND ADVERTISING INTERNET PHOTOGRAPHY FIRE PROTECTION

III.

GUEST ROOM AND BATH 2200.00 2200.01 2200.02 2201.00 2202.00 2203.00 GUESTROOM GUESTROOM - NON SMOKING GUESTROOM - SUITE ENTRANCE AND CONNECTING DOORS CLOTHES CLOSET AREA GUESTROOM - FURNITURE/FIXTURES/EQUIPMENT Page 2 of 99

2203.01 2204.00 2204.01 2205.00 2205.01 2205.02 2205.03 2206.00 2206.01 2206.02 IV.

BEDDING AND LINENS GUEST BATH GUEST BATH - FIXTURES/EQUIPMENT/SUPPLIES CLEANLINESS AND MAINTENANCE CLEANING SCHEDULE LINEN AND TERRY RE-USE PROGRAM MAINTENANCE SCHEDULE ADDITIONAL SUPPLIES AND SERVICES ADDITIONAL SUPPLIES ADDITIONAL SERVICES

FOOD AND BEVERAGE 2300.00 2300.01 2300.02 2300.03 2300.04 2300.05 2300.06 2301.00 2301.01 2301.02 2302.00 2302.01 2302.02 2302.03 2302.04 2303.00 2303.01 2303.02 2303.03 2304.00 2304.01 2304.02 2304.03 2304.04 2305.00 2305.01 2305.02 2305.03 CONTINENTAL BREAKFAST CONTINENTAL BREAKFAST-OPERATIONAL STANDARDS CONTINENTAL BREAKFAST-EQUIPMENT CONTINENTAL BREAKFAST-OPTIONAL EQUIPMENT CONTINENTAL BREAKFAST-MENU ITEMS CONTINENTAL BREAKFAST-HOSPITALITY AREA CONTINENTAL BREAKFAST-PANTRY OR KITCHEN AREA RAMADA MART RAMADA MART - CONSTRUCTION AND DESIGN RAMADA MART - INVENTORY ITEMS RESTAURANT RESTAURANT - DESIGN RESTAURANT - SUPPLIES RESTAURANT - HOURS OF OPERATION RESTAURANT - ROOM SERVICE COCKTAIL LOUNGE COCKTAIL LOUNGE - DESIGN COCKTAIL LOUNGE - BAR COCKTAIL LOUNGE - ENTERTAINMENT KITCHEN KITCHEN - EQUIPMENT AND SUPPLIES KITCHEN - STORAGE KITCHEN - SANITATION KITCHEN - MAINTENANCE MEETING ROOMS MEETING ROOMS - DESIGN MEETING ROOMS - EQUIPMENT AND SUPPLIES MEETING ROOMS - CLEANLINESS AND MAINTENANCE

V.

PUBLIC AREAS 2400.00 2401.00 2402.00 2403.00 BUILDING LANDSCAPING AND GROUNDS PARKING AREAS AND DRIVEWAYS PORTE COCHERE AND ENTRANCE Page 3 of 99

2404.00 2404.01 2404.02 2404.03 2405.00 2406.00 2407.00 2408.00 2409.00 2409.01 2409.02 2409.03 2410.00 2411.00 2412.00 2412.01 2412.02 VI.

SIGNAGE SIGNAGE - EXTERIOR SIGNAGE - INTERIOR FLAGS LOBBY AREA FRONT DESK AREA PUBLIC RESTROOMS CORRIDORS/WALKWAYS/STAIRWELLS/ELEVATORS RECREATIONAL FACILITIES RECREATIONAL FACILITIES - SWIMMING POOL RECREATIONAL FACILITIES - FITNESS ROOM RECREATIONAL FACILITIES - MISCELLANEOUS BUSINESS CENTER AND SERVICES ICE/GUEST LAUNDRY/VENDING MACHINE AREAS MAINTENANCE OF PUBLIC AREAS HOUSEKEEPING, LAUNDRY AND MAINTENANCE AREAS SERVICE AREA/HOUSEKEEPERS' LINEN ROOM

ADMINISTRATION AND GENERAL PROCEDURES 2500.00 2501.00 2502.00 2503.00 2504.00 2505.00 2505.01 2505.02 2505.03 2505.04 2505.05 2505.06 2505.07 2505.08 2505.09 2505.10 2505.11 2505.12 2505.13 2505.14 2505.15 2505.16 2505.17 2505.18 2505.19 2505.20 2505.21 ONLINE ACCESS TO MYPORTAL/BRAND MAILINGS RAMADA/RINA CONFERENCE TRAVEL AGENT COMMISSIONS TELEPHONE SYSTEM REQUIREMENTS HIGH SPEED INTERNET ACCESS (HSIA) GENERAL ACCOUNTING POLICY AND PROCEDURES MONTHLY FRANCHISE REPORTS GROSS ROOM REVENUE BAD-DEBT COMMISSIONS/REBATES/BOOKING FEES/ETC. MISCELLANEOUS ITEMS ENERGY SURCHARGES TELEPHONE SURCHARGES MISCELLANEOUS SURCHARGES PACKAGES/BREAKFAST PACKAGE EXAMPLES WYNDHAM REWARDS PROGRAM NO SHOW REVENUE GUARANTEED CONTRACT ROOMS BARTER (TRADE OUT) ROOMS ALLOWANCES/ADJUSTMENTS GUEST TRANSPORTATION AMENITIES FRANCHISE AUDIT SERVICES RECORDS REQUIRED FOR AN AUDIT GENERAL ACCOUNTING PROCEDURES FOR GROSS ROOM REVENUES SAMPLE CHART OF ACCOUNTS Page 4 of 99

2505.22 2507600 VII.

GUEST FOLIO POSTING PROCEDURES INSURANCE REQUIREMENTS

INTEGRATED SYSTEM TECHNOLOGY 2600.00 2601.00 2602.00 2603.00 2604.00 2605.00 2606.00 2607.00 2608.00 2609.00 2610.00 REQUIREMENT CORE FEATURES AUTHORIZED PROPERTY MANAGEMENT SYSTEMS NETWORK CONNECTIVITY SERVICES FOLIO/INVOICE MESSAGES ENTERPRISE DATA WAREHOUSE (EDW) BRAND INFORMATION SOURCE CORE FEATURES ENHANCEMENTS AND MODIFICATIONS VOLUNTARY CESSATION OF INTEGRATED SYSTEM USE PRIVACY CANADA PERSONAL INFORMATION PROTECTIONS AND ELECTRONIC DOCUMENTS ACT

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I. INTRODUCTION This Standards of Operation and Design Manual (the Manual) is an unpublished work of RAMADA WORLDWIDE INC. (RWI), which includes its commercially valuable trade secrets and other proprietary information. It shall at all times remain the property of RWI and must be surrendered upon termination of your RAMADA franchise agreement or earlier upon RWIs request. You shall not lend, lease, sell, transfer or share the materials contained in this Manual with any person or entity other than your owners and associates who need to know it in order to perform their duties at your RAMADA lodging facility (hereinafter referred to as a property). No portion of this Manual may be reproduced or duplicated in any manner other than a single copy for use at the property. This work is protected by the copyright laws. Any use by you or your associates in violation of this paragraph shall constitute an infringement of RWIs copyright. The purpose of these Standards is to set forth specific requirements for the conversion, integration into and operation of RAMADA properties in the RAMADA system. RAMADA properties must provide consistent, high quality accommodations and personal service to the guest. These Standards are to be considered minimum acceptable requirements for all properties. Superior furnishings, fixtures, equipment, materials, supplies, amenities and services should be provided to enhance the guest experience. In addition to required Standards, this Manual includes recommended practices which RWI believes may result in increased guest satisfaction and/or operational efficiencies based on RWIs years of experience in the hotel industry. Mandatory practices are usually prefaced by the words, must, required, or words with similar meaning. Recommended practices are usually prefaced by the words, recommended, should or words having similar meaning. Except as otherwise noted, these Standards of Operation and Design apply to all RAMADA Limited, RAMADA (Inn) and RAMADA Plaza Hotels in the U.S. and Canada. Rules specific to only RAMADA Plaza Hotels have been highlighted in Bold for easy reference. Rules specific to only RAMADA Limited properties will be in Italics for easy reference. Franchisees have full and complete control over and responsibility for their contracts, operations, management, labor relations and employment practices. In addition to complying with their obligations under their Franchise Agreement and with these Standards, it is their obligation to ensure that they operate their properties in compliance with all applicable local, state, provincial and federal laws, regulations and codes, including, but not limited to, the Americans with Disability Act (ADA). Compliance with these Standards does not excuse or assure compliance with legal requirements. In the event of any inconsistency between the Standards in this Manual and applicable law, applicable law shall govern. In the event of any inconsistency between a franchisees obligations under its Franchise Agreement and these Standards, the Franchise Agreement shall govern. Compliance with these Standards is the responsibility of each franchisee. Failure to comply with these Standards may result in the assessment of points on the propertys quality assurance inspection, which could constitute a default under the franchisees Franchise Agreement, suspension from the Central Reservation System (CRS), possible Page 6 of 99

termination of the franchisees RAMADA franchise and/or other remedies available to RWI under the Franchise Agreement. RWI reserves the right to alter these Standards from time to time in order to accommodate changing conditions in the lodging industry and for other reasons. RWI, upon written request, may in its sole discretion waive strict compliance with a specific Standard due to particular market conditions or other factors. Waiver from any Standard may be temporary, subject to an expiration date, and are not transferable to any other party if the property transfers before the waiver expires. Waiver from a Standard in any particular case will have no impact on the continued applicability of the Standard to the RAMADA chain and other properties. The Vice President of Operations has responsibility for coordinating and communicating all issues related to the Standards of Operation and Design to the RAMADA System. You should direct any questions you have about these Standards to him/her at the following address or telephone number. RAMADA WORLDWIDE INC. Attn: Vice President of Operations 22 Sylvan Way Parsippany, NJ 07054 (973) 753-8200

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II. GENERAL OPERATIONS

RAMADA. For the harried travelers, who are anxious, exhausted, obligated to fulfill commitments and disconnected from their routine. RAMADA offers meaningful relaxation an affordable, welcoming and restorative experience that is available almost anywhere in the world. Unlike other mid-market brands, RAMADA enables guests to feel truly refreshed and restored and to be themselves when traveling. The guest entering a RAMADA facility must encounter a clean, warm, cordial atmosphere and feel welcome and comfortable. Each RAMADA property must be operated according to high ethical and moral standards. Pride and respect for the RAMADA system must be portrayed to guests by all staff at each RAMADA property to assure the public that guests can expect consistent treatment and services at any and all RAMADA properties. All property associates, in their manner and appearance, must reflect a highly professional, polished efficient operation. This attitude and behavior can only be acquired through comprehensive training and supervision. To provide good service means a prompt, competent and concerned response to a guest's needs in a courteous and good-natured fashion. The prime concern of every RAMADA associate is to satisfy the expectations of the consumer. They demand comfort, convenience and style for a fair market price. It takes everyone's participation and dedication to create a superior hospitality experience for RAMADA guests. 2100.00 GENERAL MANAGER/MANAGER-ON-DUTY

An on-site dedicated General Manager (GM) is required. The GM may not be responsible for operating multiple hotel sites and must be available on site during normal business hours. This name must be on file with RWI as the GM of Record. It is recommended that the manager-on-duty (this designation may also apply to the GM) have the following authority and perform the following tasks: A. To make decisions on behalf of ownership this should include, but not be limited to the following: Administration and implementation of the RAMADA approved turn-away policy (Rule #2101.04). Authority to deal with local fire, police, and rescue squad during appropriate emergencies. Authority to make decisions concerning current guests and their use of the facilities in regard to guest satisfaction and need. At least once during a 24-hour period the manager-on-duty should make an inspection of the property to assess its condition and log maintenance, cleanliness, safety and security issues for the GM to review on a daily basis. Log all guest complaints during his/her shift. These complaints should be given to the GM on a daily basis for his/her review. The log should indicate what action has been taken to satisfy the guest complaint. Be familiar with any property procedures for handling accidents. This should include both guest injury and associate injury. Page 8 of 99

B.

C.

D.

E. F. G.

Be trained in implementing emergency plans including those related to: Fire Crime Accident/injuries Natural disasters Be prepared to handle guest requests for all after-hour bookings such as meetings, banquets, or group room accommodations. Be available and accessible to the front desk during heavy check-in and check-out periods. Ensure that the Emergency Key (E-Key, the key which opens all guest doors that are double locked) is highly protected and its use strictly controlled and recorded. RESERVATIONS RESERVATIONS - GENERAL

2101.00 2101.01 A. B. C. D. E. F.

All properties must honor reservations at a rate not higher than the rate confirmed on the reservation. All front desk associates must be fully trained to provide reservation services for guests and/or customers. All front desk and reservation associates must ask for Wyndham Rewards Number with all reservations. If they are not a member, an offer to enroll must be made. All properties must hold reservations that have not been guaranteed until at least 4:00pm host property time. Guests who have reservations, but cannot be accommodated, must be advised of the RAMADA turn-away policy (Rule #2101.04). Reservations forwarded to any RAMADA property through the various electronic distribution channels must be used only to fill a RAMADA property, not other unauthorized properties that also may be owned by the RAMADA franchisee. RESERVATIONS - GUARANTEED

2101.02 A.

B.

C.

D.

Guaranteed reservation service must be available to all guests when so requested. When a guaranteed reservation is accepted, guaranteeing information should include at a minimum the name, address, telephone number, email address and credit card information. All properties must honor any guaranteed reservation request, holding the room(s) one (1) night until 6:00am on the morning following the date of the reservation. For refunds, cancellations must be made before the cancellation host property time indicated on the reservation. Advance deposits are an acceptable form of a guaranteed reservation and must be handled directly between the guest and host property. Upon proper cancellation of a guest's reservation, the host property must return the full advance deposit within seven (7) days of the date of cancellation. Every property and/or reservation agent must provide confirmation and cancellation numbers to customers who make or cancel a reservation. Each property and/or reservation agent is responsible for advising the guest to keep a Page 9 of 99

E.

record of the number and for maintaining a record of all confirmation and cancellation numbers pertaining to that RAMADA property's reservations. Billing for "no-show" guaranteed reservations may be made at the discretion of the owner/GM, and follow-up collection may be pursued in an ethical and fair manner to discourage abuse of the guarantee procedure. If a property charges a no-show, they should send the guest a no-show letter explaining the charges to their credit card. A sample letter is available on MyPortal (Department/Customer Care/Customer Care Sample Letters/Letter titled Announce a No-Show Charge). RESERVATIONS WALK IN

2101.03 A.

B.

C.

D.

All associates, and especially those manning the front desk, must be thoroughly familiar with the features and amenities of the property as well as the various types of room accommodations, and trained in how to merchandise them to guests. Walk-in guests without reservations must be advised of, and offered a choice of, all available and unreserved rooms at published room rates. Wyndham Rewards should be discussed as a value-added item. If no unreserved rooms are available, a walk-in guest must be offered alternate accommodations at another comparable hotel (preferably another RAMADA property). To retain the guest's goodwill and loyalty, the front desk must contact a minimum of three (3) hotels in an attempt to find alternate lodging, and every effort must be made to secure housing for the guest at the RAMADA property. An offer to make future reservations should be extended as a part of the normal check-out procedures. TURN-AWAY POLICY

2101.04

If a guest with a guaranteed reservation - or with a confirmed reservation, when arrival is before the indicated hold time on the reservation - arrives to find no room available, the property must, without exception, provide the following considerations to the guest who is turned away: A. The property must provide equal or better accommodations at an alternate comparable property and must pay the room and tax cost of the first night's lodging. The property must provide and pay for transportation to the alternate hotel and back to the property the following day, if requested by the guest. The guest must be provided one (1) telephone call from the property to inform his/her office or home of the alternate accommodations, if requested by the guest. All of the guest's incoming calls or callers must be referred to the alternate hotel. The guest's name must be placed at the front desk, showing a record of the guest's alternate accommodations. The property must send an apology letter to the guest within three (3) business days of the walk occurring. A sample letter is available on MyPortal (Department/Customer Care/Customer Care Sample Letters/Letter titled Hotel/Motel Gave a Guaranteed Room Away). CHECK-IN/CHECK-OUT Page 10 of 99

B. C. D. E. F.

2102.00

The ease and efficiency of check-in and check-out is a very influential part of a customers overall guest satisfaction during their stay. Accordingly, each guest must be checked in and out promptly and professionally. A. Management and staff must be courteous in checking guests in and out, without using argumentative language, profanity or vulgarity. A polite, dignified manner must prevail and the use of negative phrases must be avoided. The check-in/check-out area must be supervised at all times by a manager-onduty who can resolve any questions or issues that may arise. All guest check-ins and check-outs must be handled professionally by associates that are properly trained in all pertinent procedures. Procedures should be on file at the front desk. RAMADA associates must make eye contact at check-in and check-out by looking directly at the guest, smiling, and giving an appropriate greeting (i.e. "Welcome to RAMADA. May I help you?"). When the transaction is completed, the staff member must again make eye contact and say, "Thank you", at the time calling the guest by name (e.g. Mr. Brown, Ms. Jones), never using the first name of the guest. "Please" and "Thank you" must be used often, along with "Yes, sir" and "Yes, ma'am". Guests must not be kept waiting any longer than necessary before being checked in and/or checked out. Their presence must be acknowledged while they are waiting. A waiting time of five (5) minutes is considered excessive, with exceptions for groups and tours. Check-in time is no later than 3:00pm and is to be posted at the front desk. Every effort must be made to have rooms available for those guests wishing to check-in earlier in the day. Express Check-In should be provided to all confirmed advanced reservations. Preprinted registration form and pre-programmed key cards to expedite the check-in process are suggested. Check-in must be handled promptly, from the initial contact with the guests to the time they leave the front desk. A processing time of more than three (3) minutes is considered excessive, except when alternate accommodations must be found. Electronic key cards must have the RAMADA logo with 800-2RAMADA number and www.ramada.com. Key cards must be placed in an approved RAMADA key card holder. Both of these can be found on MyPortal (Departments/ Marketing/Graphic Guidelines and Templates /MarketRAMADA.com). Check-out time is to be no earlier than 11:00am with 12:00noon highly recommended. Check-out time must be posted at the front desk. To the extent possible, this should be extended for a guest's convenience at their request, at no charge, for a reasonable amount of time. Express Check-Out is highly recommended to be provided to all guests scheduled to check-out. The current acceptable methods are: An envelope containing the pre-printed folio must be passed completely and securely under the guestroom door before 6:00am. For exterior corridor properties and properties where the envelope cannot be passed completely and securely under the guestroom door, the prepared Page 11 of 99

B. C.

D.

E.

F.

G.

H.

I.

J.

K.

L.

envelope (which includes the pre-printed folio) must be available by 6:00am for pickup by the guest at the front desk. Property delivery systems and envelopes must be secure and protect the confidential information of the guest, including guest credit card number, name, and home address. Properties must not leave folios outside the guestroom door or in a location that is accessible to any person other than the guest checking out. Check-out must be handled promptly, from the initial contact with the guests to the time they leave the front desk. A processing time of more than three (3) minutes is considered excessive. GUEST PRIVACY

2102.01 A. B. C. D. E. F.

A guest's personal information must never be given out. To protect the guest's privacy, room numbers and key cards must never be given to strangers, and identification must be checked when a key card is requested. A guest's name must not be mentioned in conjunction with the room number. A guest's room number must not be stated aloud. In the event of a guests request for adjoining/connecting rooms, confirmation of this request with both parties is required. Before transferring a call to a guest room, ask the caller for the guests full name. Do not transfer a call to a room if the caller asks for a room number and does not know the guests full name. ROOM ASSIGNMENT

2102.02 A. B.

No guest shall be assigned to a room which is unprepared. Until a suitable room is available, the guest must be politely asked to wait. An offer to use the propertys facilities and to store their luggage must be made. The offer of a complimentary cocktail/beverage or meal is recommended and left to the discretion of management. It is strongly recommended that the front desk associate obtain the guests cell phone number so they can call the guest when the room is ready. SETTING RATES

2102.03

Each property is solely responsible for establishing, maintaining and updating their rates and inventory taking care to ensure rate integrity across all distribution channels and adherence to the Best Available Rate guarantee policy. For terms and conditions click on the following link http://www.ramada.com/Ramada/control/guaranteed_best_rate_terms. A. B. Rate integrity is essential to assure guest confidence in the RAMADA brand and to adhere to the Best Available Rate guarantee policy. To achieve rate integrity, the propertys publicly accessible rates, including those available direct from the property, be on par or lower than those offered through other channels.

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C.

D.

A guest may not be charged more for an accessible room in an applicable room type or rate classification than the rate charged for a non-accessible room in the same room type or rate classification. There is to be no charge for children seventeen (17) years and under when they share a room with a paying adult and use existing bedding. WELCOME CALL PROGRAM

2102.04 A. B.

Welcome calls should be performed and logged by the front desk associate. The welcome call log history should be saved for thirty (30) days. CUSTOMER CARE

2103.00

Guests of RAMADA are the single most important element to the system, and management must operate each RAMADA property with the specific goal of providing guests with the kind of service to which they are entitled. Service to the guest is all important, and each RAMADA property must be operated and managed to ensure that this is given top priority over all other functions. If a guest experiences any dissatisfaction, management is responsible for correcting the problem to the guest's satisfaction as soon as possible. A. B. All guest transactions must be handled ethically, courteously and with full consideration for the guest's rights. GMs at each RAMADA property must routinely visit the front desk to ensure that proper procedures are being followed and that guests are being handled properly during check-in and check-out. Management at each RAMADA property is responsible for seeing that guests are given all services due them in a professional, cordial manner, without aggravation or insult from any associate. GMs at each property must see any guest requesting to speak with them regarding a problem as soon as possible. Guests must not be "put off" or avoided. Complaints registered to management or the front desk by a guest at the property must be corrected to the guest's satisfaction (at that time whenever possible) without argumentative conversation and with the guest's view of the problem in mind. Each property must issue refunds immediately or make adjustments on charges when a customer complaint is justified and is not promptly corrected. A Complaint Log Program is strongly recommended. Hotel associates should log all complaints along with solution documentation at the front desk in a log book. A log of all calls should be maintained for at least thirty (30) days. Complaints which are received by the Customer Care Department will be handled in the following manner, except as provided in Paragraph G below. The Customer Care Department of RWI will forward all guest complaints received by telephone, by email, by facsimile or by letter to the propertys GM and owner electronically via WynCare, which can be found on MyPortal. The property will have three (3) business days to respond to and resolve the customer complaint to the customers satisfaction. The property must then, but still within such three (3) business day period, document in WynCare all Page 13 of 99

C.

D.

E.

F.

G.

H. I.

J.

K.

L.

M.

communications with the customer, including the settlement reached with the customer. The three (3) business day period begins on the first business day after the Customer Care Department posts the customer complaint on WynCare. If the property fails to resolve and document the complaint within the above period, the Customer Care Department will resolve the complaint directly with the customer. In addition, the Customer Care Department, at its sole discretion, may respond to and resolve customer complaints posted on third party travel websites, blogs and similar forums, if the property does not promptly address them. For any of the above complaints, the property will be responsible for paying the expenses for the solution that Customer Care deems necessary to resolve the complaint ( i.e. refund of room rate for first night of stay), plus a Customer Care Fee. The Customer Care Fee is currently $160.00, but is subject to change from time to time by RWI by modification of this System Standard. For good reason, the Customer Care Department, in its sole discretion, may extend the time period for a property to resolve a customer complaint (i.e. if the customer cannot be reached after diligent effort). Complaints that involve legal or insurance considerations will be handled in the following manner. The guest will be sent a letter by a Customer Care Representative and advised that the matter is being brought to the attention of the Franchisee for resolution. The Franchisee must contact the guest within three (3) business days. It is recommended that the property consult their personal legal counsel. Guests reporting the loss of belongings, or the occasion of any threat, must be offered as much assistance as appropriate. A lost and found system must be maintained. It is recommended that the RAMADA property keep a lost and found record listing the item reported lost or reported found along with the appropriate facts surrounding the incident. Found items should be securely maintained for a period of ninety (90) days or until claimed by the owner. All inquires about lost articles should be referred to the GM. RAMADA properties with leased services must accept responsibility for guest problems and must assist guests so that they are not left in the vulnerable position of being unable to obtain recourse from the leased department. All RAMADA properties must implement the global i am customer service culture as available on MyPortal (Departments/Customer Care/i am). Properties must maintain training attendance logs on file. On a daily basis, the GM should review and respond to all guest feedback on Medallia. Communication between the property and the guest, via email, should be completed within three (3) business days of the Medallia survey in an effort to regain the confidence and loyalty of this customer to the brand. Example email responses can be found on MyPortal (Tools/Medallia/Responses). On a daily basis, the GM should review and respond to guest feedback on TripAdvisor. Communication between the property and the guest, via TripAdvisor, should be completed within three (3) business days of the reviewers comment being posted, in an effort to regain the confidence and loyalty of this customer to the brand. RESPONDING TO POSITIVE FEEDBACK. The following are recommended guidelines when responding to positive comments left by a guest: Page 14 of 99

o Thank the guest for staying at the hotel and mention how their business and comments are valued to the property. o Personalize the response by referencing the guests original comment (i.e. if the guest mentioned how they enjoyed the meal in the restaurant, respond with We are happy you enjoyed the food in our restaurant and Ill be sure to pass along your comments to Chef Jeff.) o Invite them to return to the hotel during their next visit to the area. RESPONDING TO NEGATIVE FEEDBACK. The following are recommended guidelines when responding to negative comments left by a guest: o Thank the guest for staying at the hotel and mention how their business and comments are valued to the property. o Inform them that you are disappointed they had a negative experience. o Offer a sincere apology for any complaint left by the reviewer. o Give details on what action will be taken from the feedback (i.e. if the guest said they were disappointed in the quality of the food, respond by saying that a task force has been formed to review the food and beverage quality and offerings at the property). o Provide an offline channel for continuing conversation (i.e. inform the guest that you would be more than willing to discuss their experience via telephone or email). QUALITY PHYSICAL INSPECTIONS

2104.00 2104.01

Each RAMADA property must pass property evaluations and must cooperate fully with RWI to correct any deficiencies noted on the evaluations. Owners and GMs are responsible for maintaining these quality Standards which RWI will enforce through periodic announced and/or unannounced property evaluations by the Quality Assurance Department. A. In accordance with the Franchise Agreement, each RAMADA property is required to permit regular inspections of all accommodations, facilities, and procedures by Quality Assurance Consultants (QAC) at such times as may be deemed necessary by RWI, and to give free lodging to any such QAC on official duty for whatever period of time may be reasonably necessary. The GM and/or the manager-on-duty of the RAMADA property should accompany the QAC on the inspection and review the report before the QAC leaves the property. A "zero-based" Quality Assurance scoring system is used with the following score breakdown: GRADE A B D F (Fail) SCORE RANGE 0 50 51 - 200 201 - 400 401 + Page 15 of 99

B.

C.

D. E. F.

G.

Those properties receiving a total of forty-one (41) or more points in housekeeping will receive an automatic failure. Any item not meeting a RAMADA Standard could be subject to penalty point assessment; and if not cured by the next inspection, points will double. Failure to remedy any deficiencies contained in the Quality Assurance Evaluation Report that result in failure to maintain the minimum passing score will be deemed a violation of System Standards and constitute grounds for default of the franchisee under the Franchise Agreement. The franchisee must pay a reinspection fee upon the occurrence of any of the following failures: The property fails to meet the minimum passing score on a routine quality assurance evaluation; The property receives forty-one (41) or more points on housekeeping on routine quality assurance evaluation; The property denies a QAC the opportunity to perform a complete routine evaluation; RWI may also assess a reinspection fee against a franchisee if: The property receives a letter of non-conformance or a notice of default for failure to meet System Standards The property fails to complete any items on its property improvement plan or punch list by the due date for such improvements. The reinspection fee is currently $1,700, but is subject to change from time to time by RWI by modifying these System Standards. The reinspection fee will be billed no later than the month following the re-inspection. Any property that has been assessed a reinspection fee of $1,700 on or after January 01, 2010 may qualify for reimbursement of $1,200, provided all of the following criteria are met: This is the propertys first QA failure. The property receives a minimum of a B grade on the QA re-inspection For the sixty (60) day period immediately after the passing QA re-inspection, the property attains an average Medallia +GX Overall Satisfaction Score rating of an A grade. A minimum of twenty (20) Medallia surveys during this period is required. There are no other uncured defaults under the propertys franchise agreement at the time of the reimbursement request or at the time the credit is to be posted. If the property satisfactorily meets the above four (4) conditions, it must submit a reimbursement request in writing or e-mail within sixty (60) days of meeting the reimbursement qualification to their Director of Operations and Support (DOS). MYSTERY SHOP INSPECTIONS

2104.02

The goal of the Mystery Shopper is to provide the owner and hotel management with an assessment of the hotels accommodations and service from a guest perspective, from the moment they make their reservation, through the pre-arrival and check-in phases, and during the entire stay at the hotel, including their check-out experience, the results of which may be used by the property to correct deficiencies and improve the propertys Page 16 of 99

overall level of quality and service. Handled by a third party company, Freeman Corporation, the Mystery Shopper will follow a standard evaluation procedure that, when completed, will provide an overall assessment of the propertys accommodations and service as observed and experienced by the Mystery Shopper during the period of the evaluation. A. Evaluation Process. The frequency with which a hotel receives a Mystery Shop Evaluation will vary based on its quality performance. All Mystery Shopper evaluations will be unannounced and will generally take twelve (12) to fifteen (15) hours to complete, consistent with the time an overnight registered guest would stay at the hotel. Additional time may be required depending on the size and special circumstances associated with the hotel. The on-site portion of the evaluation will be performed on all interior and exterior public areas routinely open, obvious, visible and accessible by a registered guest of the hotel as well as the guest room assigned to the Mystery Shopper. Upon completion of the evaluation, the Mystery Shopper will forward the evaluation results to the Mystery Shopper Administrator. Freeman Corporation will convert the results to an electronic document that will be transmitted to RAMADAs Quality Assurance Department and to the GM via e-mail within five (5) days of the evaluation. Mystery Shop Grading System. The Mystery Shoppers evaluation will be based on a percentage basis of zero (0) to one-hundred (100). The four (4) major categories are: Services Guest Room Food & Beverage Housekeeping Adding the scores from the four (4) primary categories will produce an overall percentage rating and determine the propertys quality rating based on the following criteria: A = 90% - 100% B = 80%_ - 89% D= 70% - 79% F = 69% and below ASSOCIATES

B.

2105.00

Associates must be cordial at all times and dedicated to serving the guest in a courteous and professional manner. They must be trained and uniformed to reflect to the guest the highest Standard of operating policies. Special badges are recommended to identify trainees.

Page 17 of 99

2105.01 A. B.

ASSOCIATES - TRAINING

C.

D.

E.

In order to maintain high standards in all areas, each RAMADA property should establish appropriate orientation, training and development programs for its staff. RWI or WHGs School of Hospitality Operations (SoHO) may offer at their corporate offices or at another location they designate an orientation training program for owners and GMs. In addition, they may administer certain diagnostic tests via the Internet to measure the skill set of each propertys GM and, based in part on their score, offer certain Internet-based training as a supplement to the classroom training experience. The propertys initial GM of Record for the property must complete orientation training to RWIs satisfaction no later than ninety (90) days after the propertys opening date. Any replacement GM must complete orientation to RWIs satisfaction within ninety (90) days after he/she assumes the position. The GM for the property must complete orientation even if the franchisee employs managers at other Ramada properties who have already received this training. Unless otherwise provided in the Franchise Agreement, RWI or WHG charges tuition for orientation for the propertys initial GM. This tuition is currently $1,500, but is subject to change from time to time by RWI by modifying this System Standard. For any replacement GM the tuition will be the amount then in effect for the program when the manager attends the program. All GMs must also complete recertification training every three (3) years and pay the tuition then in effect for this program. In addition to tuition, a property must pay for its managers travel, lodging, meals, incidental expenses, compensation and benefits for him/her to attend any of the above programs. WHG may also charge No-Show Fees or Cancellation Fees if a propertys GM fails to attend orientation within the required time period, is a no show, or fails to notify RWI or WHG at least seven (7) days in advance that he/she will be unable to attend a scheduled program. (See Paragraph F below.) If this is the propertys first System franchise, or the owner has not attended orientation within the last two (2) years, the owner (or a person with executive authority if the owner is an entity) must attend orientation preferably before, but no later than ninety (90) days after, the opening date of the property. Financial institutions and real estate mortgage investment conduits are exempt from the obligation to attend orientation, but may choose to do so at their option. Tuition for orientation is currently $1,500, but is subject to change from time to time by RWI by modifying this System Standard. Tuition is payable by the scheduled date for the program. The property must also pay for the owners travel, lodging, meals, incidental expenses, compensation and benefits while attending the program. In addition to owner orientation, RWI or WHG may require first time owners to attend up to four (4) additional courses within six (6) months of the opening date of the property. Tuition for these courses is currently $250, but is subject to change from time to time by RWI by modifying this System Standard. No-Show fees or Cancellation Fees may be imposed under certain circumstances. (See Paragraph F below.) RWI may require an owner, GM and/or property staff to participate in remedial training if the property receives a D or F (or equivalent score) on a quality assurance inspection, a D or F +GX score on Medallia electronic guest surveys Page 18 of 99

F.

(or equivalent evaluation system), or experiences significant complaints to RWIs Customer Care Department, as determined by RWI in its sole discretion. This training may be offered at RWIs corporate offices, at a regional location, on-line or at the property. The training may be in the form of one (1) or more classes held at different times and locations. The property must pay the tuition in effect for this program when it is offered. If the training is provided at the property, it must provide complimentary lodging for the trainers. In addition, if at the time of the propertys initial post-opening Quality Assurance inspection, the property receives (i) a failure rating on guest room cleanliness and (ii) an average Medallia score of F on cleanliness of guestroom category or cleanliness of bathroom category, based on a minimum of ten (10) electronic Medallia guest surveys, the property must take a one (1) day, on-site remedial class on housekeeping within sixty (60) days after the inspection. The tuition for this class is currently $800, but is subject to change from time to time by RWI modifying this System Standard. If an owner, GM, or another member of the propertys staff registers for a training program but fails to attend such training program as scheduled without notifying RWI or WHG in advance, RWI or WHG may charge a No-Show Fee of fifty percent (50%) of the tuition for the program. If a GM does not register for and attend orientation within the required time period, RWI or WHG may charge a fee of one hundred percent (100%) of the tuition for the program. If an owner, GM or another member of the propertys staff cancels participation in any training program less than seven (7) days before it is scheduled to be held, RWI or WHG may charge a Cancellation Fee of twenty-five percent (25%) of the tuition for the program. No-Show and Cancellation Fees are in addition to the tuition a property will have to pay at the then offered rate when the owner, GM or other member of the staff attends the program. RWI or WHG may assess additional No-Show or Cancellation Fees for continued failures. Cancellation and No-Show Fees are subject to change from time to time by RWI by modifying this System Standard. ASSOCIATES - APPEARANCE

2105.02

The image projected by associates is essential to reinforcing the guest's positive view of the RAMADA System. Personal appearance Standards are as follows: A. B. C. D. E. F. G. Hair must be clean, combed and of moderate length. Hair must be covered with a hat or net where required by position. Good hygiene includes clean body, hands, fingernails and face. Clothing must be clean, pressed, tasteful, and free of spots, tears or worn spots. Footwear must be whatever has been prescribed for the position by management. Jewelry must be limited and in keeping with a businesslike appearance. Tattoos and body piercings should be hidden from the guests view. Associates must not smoke in view of guests during service hours. Smoking is permitted only in designated areas and NOT permitted at the front entrance door of the property.

Page 19 of 99

2105.03

ASSOCIATES - UNIFORMS

Each associate must wear a RAMADA approved uniform for the position he/she is working, including a nametag. The GM/manager-on-duty must be dressed in professional business attire with a name tag at all times. Uniforms must be coordinated and complement the work environment, culture, theme and dcor of the property. Jeans and sweat suits are never an acceptable uniform alternative. The approved uniform package can be found on MyPortal (Departments/Quality Assurance/Operational Standards/Uniform Program). The approved name tag graphics can be found on MyPortal (Departments/Marketing/Graphic Guidelines and Templates/MarketRAMADA.com). A. FRONT DESK. The property has three (3) choices of uniform styles for the front desk associates: business, casual and resort. The requirements are outlined below for each style. During cold temperatures, sweaters and blazers as offered below may be worn. Appropriate shoes are required.
BUSINESS MEN Slacks (B, C) Dress Shirt (G, W) Blazer (B, C) Tie (R, B, S) Vest (B,C) or Sweater Vest (B) Polo Sweater (B) V-Neck Sweater (B) WOMEN Slacks or Skirt (B, C) Blouse (B, C, M, I, G, W, R) Blazer (B, C) Scarf for neck or belt (Coral Stripe or Black Taupe) Tie Front Short Sleeved Sweater (B, R) Twin Sweater Set (B, C, I)

Minimum Requirement: Slacks/Skirt and Dress Shirt/Blouse/Sweater. Optional Items: Blazers and Vests/Ties and Scarves Color Code: B=Black, C=Charcoal, G=Grey Herringbone, W=White, M=Multi-Stripe, I-Ivory, R=Red, S=Silver

CASUAL MEN Slacks (B, D) Button Down Shirt-Long or Short Sleeve (W, B, R) V-Neck Polo Shirt (W, B, R)
Minimum Requirement: Slacks/Skirt and Shirt Color Code: B=Black, D=Dark Khaki, W=White, R=Red

WOMEN Slacks or Skirt (B, D) Button Down Shirt-Long or Short Sleeve (W, B, R) V-Neck Polo Shirt (W, B, R)

RESORT MEN Shorts (B, D) Camp Shirt (seven tropical color design choices)
Minimum Requirement: Shorts/Skirt/Skort and Camp Shirt Color Code: B=Black, D=Dark Khaki, W=White, T=Tan

WOMEN Shorts or Skirt (B, D), or Skort (W, T) Camp Shirt (seven tropical color design choices)

Page 20 of 99

B.

HOUSEKEEPING. The property has two (2) choices for the housekeeping department: business and casual. Properties in resort destinations may use the resort option as described under the Front Desk section. Scrubs are not permitted. Tennis shoes are acceptable provided they coordinate with the uniform. Coordinated work shoes are highly recommended. During cold temperatures, sweaters, jackets or coats may be worn (must be conservative in style). Purchasing uniform coats or jackets for entire housekeeping staff is highly recommended.
BUSINESS MEN WOMEN Slacks (B, Bu) Collar/Patti Tunic (B, Bu, Co) Collar/Patti Dress (B, Bu, Co) CASUAL MEN

Slacks (B, Br, C) Shirt (B, Bu, Co)

Minimum Requirement: Slacks and Shirt for Men, either Slacks with Tunic or Dress for Women. Color Code: B=Black, Br=Brown, C=Charcoal, Bu=Burgundy, Co=Coal

Slacks (B, Br, C) Polo Shirt (R, C, R/B, G/B)

WOMEN Slacks (B) Polo Shirt (R, C, R/B, G/B)

Minimum Requirement: Slacks and Polo Shirt Color Code: B=Black, Br=Brown, C=Charcoal, R=Red, Bu=Burgundy, Co=Coal, R/B=Red and Black, G/B=Grey and Black

C.

ENGINEERING. The property has two (2) choices for the engineering department: business and casual. Properties in resort destinations may use the resort option as described under the Front Desk section. Scrubs are not permitted. Coordinated work shoes are required, tennis shoes are not permitted. During cold temperatures, sweaters, jackets or coats may be worn (must be conservative in style). Purchasing uniform coats or jackets for entire engineering staff is highly recommended.
BUSINESS MEN WOMEN Slacks (B, C) Work Shirt-Long or Short Sleeve (B, G) CASUAL MEN

Slacks (B, C) Work Shirt-Long or Short Sleeve (B, G)

Minimum Requirement: Slacks and Work Shirt Color Code: B=Black, C=Charcoal, G=Grey

Slacks (B, C) Polo Shirt (R, C, R/B, G/B)

WOMEN Slacks (B) Polo Shirt (R, C, R/B, G/B)

Minimum Requirement: Slacks and Polo Shirt Color Code: B=Black, C=Charcoal, R=Red, R/B=Red and Black, G/B=Grey and Black

D.

FOOD AND BEVERAGE. The property has three (3) choices for the food and beverage department: business, casual and resort. Coordinated work shoes are required, tennis shoes are not permitted. During cold temperatures, sweaters, jackets or coats may be worn (must be conservative in style).

Page 21 of 99

BUSINESS MEN Slacks (B) Dress Shirt (B, W, R, S) Tie (R, B, S) Apron (R, B) WOMEN Slacks or Skirt (B) Blouse (B, W, R, S) Scarf for neck or belt (Coral Stripe or Black Taupe) Apron (R, B)

Minimum Requirement: Slacks/Skirt, Dress Shirt/Blouse, and Apron Optional Items: Ties/Scarves Color Code: B=Black, W=White, R=Red, S=Silver

CASUAL MEN Slacks (B, D) Button Down Shirt-Long or Short Sleeve (W, B, R) V-Neck Polo Shirt (W, B, R) Apron (R, B)
Minimum Requirement: Slacks/Skirt, Shirt, and Apron Color Code: B=Black, D=Dark Khaki, W=White, R=Red

WOMEN Slacks or Skirt (B, D) Button Down Shirt-Long or Short Sleeve (W, B, R) V-Neck Polo Shirt (W, B, R) Apron (R, B)

RESORT MEN Shorts (B, D) Camp Shirt (seven tropical color design choices)
Minimum Requirement: Shorts/Skirt/Skort and Camp Shirt Color Code: B=Black, D=Dark Khaki, W=White, T=Tan

WOMEN Shorts or Skirt (B, D), or Skort (W, T) Camp Shirt (seven tropical color design choices)

E.

MISCELLANEOUS DEPARTMENTS. There is a specific uniform package available for Bellmen, Doormen, Van Drivers, Banquet, Chefs and Kitchen staff in the Cintas catalog found on MyPortal (Departments/Quality Assurance/Operational Standards/Uniform Program) ASSOCIATES - GLOBAL SERVICE CULTURE

2105.04

All associates must be aware of the RAMADA vision: i am committed to creating caring experiences every person, every time. They should know and follow the six commitments: A. READY. i am ready to take care of my guests with a smile and great attitude. i am ready with my uniform and name tag. i am ready to help my co-workers. B. ANTICIPATING. i am anticipating my guests needs, thinking ahead, and providing great service because I know what they go through when traveling. C. MAKING A CONNECTION. i am making a connection with guests by smiling, looking into their eyes, and using their name. i am making a connection with the right body language and a happy, caring tone in my voice. D. AWARE. i am aware of my hotels amenities and services. i am aware of my hotels surrounding area in order to give good directions and proper information. E. DELIGHTFUL. i am delightful and care about the little things my guests expect. i am delightful and never use the word no when I talk to my guests and coworkers. F. APPRECIATIVE. i am appreciative, thank my guests often, and invite them to return. i am appreciative to be associated with my RAMADA and RAMADA Worldwide. i am appreciative to my co-workers. Page 22 of 99

2106.00

CREDIT AND PAYMENT

Guests must be allowed to pay their lodging and food bills by cash, credit card, voucher or direct billing (if previously arranged and approved). A. Policies and procedures relating to the payment of guest accounts, including a list of approved credit cards, should be kept at the front desk at all times. All properties must accept the following approved credit cards in payment of lodging, restaurant and lounge bills: American Express Diners Club MasterCard Visa Discover Card Optima JCB Card Each hotel must also accept all debit cards from any of the above credit card companies for any transactions. Any guest-disputed charges or accounts must be acknowledged and resolved within three (3) business days from notice of dispute. (See Customer Care #2103.00) Properties shall not express a preference for one (1) credit card over another and shall not discourage a guest from using any of the above credit cards. TELEPHONE OPERATION

B. C.

D.

2107.00 A. B. C. D.

E.

F.

G.

H. I. J.

Guest telephone service must be maintained 24-hours a day. Local calls and 1-800-calls from the guestroom should be provided free of charge to the guest. Telephone calls must be answered within three (3) rings. An auto-answer system is acceptable. Greetings must include the time of day, the property name or location, and associates name (i.e. "Good Morning, RAMADA Downtown, this is (your name). How may I help you?"). Calls must never be answered and callers immediately asked, "Can you hold?" and then be left holding on a dead line with no opportunity to say anything. Anyone put on hold must be "attended to" every thirty (30) seconds. A voice mail system is required. Should it be requested by the caller, messages must be taken in a courteous and businesslike manner by properly trained telephone associates and recorded on a telephone message form. In order to ensure guest privacy, callers must not be given a guest's room number or personal information of any kind and should not be connected to a guest room unless they know the guests full name. It is recommended that telephone operators have a visible list of emergency numbers for fire, police, hospital and ambulance service. A list of associates and languages spoken should be available at the switchboard. Wake-up calls must be provided for guests who request them. Page 23 of 99

2108.00 A.

BELL SERVICE/VAN SERVICE

B. C.

D. E.

Bell service, when offered, must be provided by properly uniformed, courteous and well-groomed associates and must be available at a guest's request. Bell service is required for all RAMADA Plaza Hotels between the hours of 7:00am and 11:00pm or a minimum of sixteen (16) hours per day. Bell service must not be forced on a guest. A minimum of one (1) luggage cart is required; and strongly recommended for RAMADA (Inn) and RAMADA Limited. Van service, when offered, must not be forced on a guest, must be timely and provided by a properly uniformed, courteous and well-groomed associate. If van service is advertised on any electronic distribution channel or print media, operating hours and a schedule of van service must be established and posted in the lobby area. Van service must be free of charge. Guests must be advised of van arrival and departure times as accurately as possible; van departures must be announced in the lobby area. The associate receiving a request for a van pickup must state his name, record the guest's name and where the guest wishes to be picked up, advise the guest of the approximate waiting time, and transmit this information to the van driver. The hotel van provides the first impression to the guest. Vans must be clean, well maintained and be provided with a professionally-made non-smoking sign. Signage promoting brands other than RAMADA facilities is prohibited. Van type, color and marking requirements can be found on MyPortal (Departments/Marketing/Graphic Guidelines and Templates/Brand Ramada.com/Signs/Shuttle). SAFETY DEPOSIT BOXES

2109.00

The following Standard is applicable to U.S. properties only: A. Each property must have a sufficient supply of complimentary guest safety deposit boxes located behind the front desk area. B. A notice that such storage is available must be posted. C. Only one (1) set of keys must be maintained for safe deposit boxes. 2109.01 IN-ROOM SAFE

A. In-room safes are recommended in each guestroom. Safes are required to be pedestal mount and the size must accommodate a laptop computer. Safes must have electronic keypad entry with a trailing feature. B. Properties may NOT participate in revenue sharing programs. Properties may NOT charge a fee for in-room safes. 2110.00 A. MISCELLANEOUS SERVICES

The following must be kept at or near the front desk: Writing materials (pens, and note/message pads) Page 24 of 99

B.

C.

D.

E. F.

Printed directions to places of worship, local attractions, shopping and restaurants; local telephone directories, airline schedules, local road maps, etc. Additional guest supplies (soap, towels, cups, etc.) The property must stock Distressed Traveler Items consisting of the following: Razor Deodorant Shave Cream Toothpaste Toothbrush Comb These items are to be available either as a complete packet or as individual items, free of charge, at the front desk. It is recommended that the following be kept at or near the front desk: Emergency procedures First Aid Kit with the following suggested supplies: Bandages in assorted sizes Gauze Pads Roller Gauze Cold Pack First Aid Tape Latex Rubber Gloves Burn Cream Antiseptic Eye Wash It is suggested that expiration dates are checked quarterly. Guest mail must be stamped with date and time of receipt and held no longer than ten (10) days unless the guest leaves other instructions. Guest mail must be given only to the addressee unless the guest gives other authorization. RAMADA Plaza Hotels must have foreign currency exchange information available. A facsimile (FAX) message sending and receiving service must be located in the vicinity of the front desk and must be available to the guest 24-hours a day. The hotel staff must be available to assist the guest. COMPLIMENTARY WEEKDAY NEWSPAPERS

2111.00

Complimentary daily newspapers shall be available as a guestroom amenity. A. All U.S. properties must provide complimentary USA Today newspapers Monday through Friday. At a minimum, these newspapers will be made available at the front desk, in the hospitality room (for RAMADA Limited properties) and at the restaurants host/hostess station (for RAMADA and RAMADA Plaza Hotel properties). While not required, it is recommended that the newspapers be delivered to the guests door. Delivery to all Wyndham Rewards guestrooms is strongly recommended. Properties with seventy-six (76) guestrooms and above must provide a minimum of twenty-five (25) copies per day. Properties with less than seventy-five (75) guestrooms must provide a minimum of ten (10) copies Page 25 of 99

B.

per day. Applicable to U.S. properties only. All Canadian properties must provide complimentary newspapers Monday through Friday (either Globe & Mail or The National Post are highly recommended). At a minimum, these newspapers will be available at the front desk, in the hospitality room (for RAMADA Limited properties) and at the restaurants host/hostess station (for RAMADA and RAMADA Plaza Hotel properties). While not required, it is highly recommended that the newspapers be delivered to the guests door. Delivery to all Wyndham Rewards guestrooms is strongly recommended. Properties with seventy-six (76) guestrooms and above must provide a minimum of twenty-five (25) copies per day. Properties with less than seventy-five (75) guestrooms must provide a minimum of ten (10) copies per day. Applicable to Canadian properties only. WYNDHAM REWARDS

2112.00 A.

B.

Wyndham Rewards, WHGs guest loyalty program, is a mandatory marketing program. Wyndham Rewards is a points-based program which awards guests for dollars spent on qualified room rates at all RAMADA properties and other WHG hotels and on products and services from affiliated and non-affiliated participating partners, which guests can redeem for free room nights and other rewards. All properties must fully participate in the Wyndham Rewards program as outlined in the Wyndham Rewards Front Desk Guide and other program materials, as revised from time to time, which are incorporated into this System Standard. This participation includes, but is not limited to: Complying with all technology requirements; including acquiring, maintaining and upgrading computer hardware, software, and Internet and/or other communication service to ensure a fully operational system at all times. Offering, accepting, processing and reporting new member enrollment, member stay information, and other required information on a daily basis. Honoring all member free night stay redemptions which are booked through the designated Wyndham Rewards channels. Reservations must be honored on a last room availability basis, and no blackout dates or other restrictions will be permitted. Complying with all mandatory Wyndham Rewards training and certification programs for property management and staff. Paying all property participation fees established for Wyndham Rewards (currently 5% of the room rate paid by a member at a qualifying rate) on a timely basis in accordance with program procedures. Promoting and advertising Wyndham Rewards through on-property collateral, marketing materials, and other means in accordance with program guidelines. Treating all Wyndham Rewards members as valued customers of RWI and your property. Members who stay at any RAMADA property will earn ten (10) Wyndham Rewards points, two (2) airline miles in a participating airline rewards program, or two (2) rail points in the Amtrak rewards program (as the member chooses in his/her member profile), per dollar (USD) spent at a qualifying room rate at the property. Qualifying room rates include all room rates except for the following: Page 26 of 99

C.

D.

E.

employee, travel agent education rate, group, wholesale, transportation/crew, master account, or Wyndham Rewards free night stays. Members do not earn points, airline miles or rail points on taxes, food and beverage, telephone and other incidental expenses. The Wyndham Rewards program will proactively match members qualifying stays to their accounts regardless of whether the member presents his membership card to the property during the stay or whether the property includes the members membership number on the stay record. Properties must honor all free night stay redemptions for their property. Properties will be reimbursed for the free night stay as follows: If the propertys occupancy on the day the free night stay is consumed is ninety percent (90%) or greater, the property will be reimbursed at one hundred ten percent (110%) of its average daily rate for such date. If the propertys occupancy on the day the free night stay is consumed is less than ninety percent (90%), the property will be reimbursed at seventy percent (70%) of its average daily rate for such date. If the reimbursement amount is less than $25, the property will be reimbursed a flat rate of $25. Reimbursement will appear as a credit on the propertys monthly statement. Travel Rewards can modify, delete or add new terms and conditions for the Wyndham Rewards program at any time without notice to members. Travel Rewards can terminate the Wyndham Rewards program at any time upon six (6) months notice to members, without further obligation to members. ADDITIONAL PROGRAMS AND PROMOTIONS

2113.00 A. B.

C.

D.

Any system-wide promotion mandated by RWI or WHG must be advertised and displayed as directed. All promotional or informational materials must be restricted to one (1) area. Examples of such materials are: In-house promotions Brochures describing tours and local attractions Informational signs A brochure rack is recommended and should be located in the lobby or a nearby traffic area that is visible to guests. The brochure rack must contain only an assortment of RAMADA brochures as well as local attraction brochures. Brochures using non-approved cover format, promoting other hotel brands, or using improper logos must not be displayed. Individual property 800 toll free numbers or individual web sites are not to be published in any RWI directories, brand website or advertising unless specifically authorized by RWI. TRADEMARKS AND ADVERTISING

2114.00

Advertising for any RAMADA property, regardless of its purpose, must meet the highest standards of ethics and good taste. Proper use of trademarks, service marks, the RAMADA name and logos can be found on MyPortal (Departments/Marketing/Graphic Guidelines and Templates/BrandRamada com) Page 27 of 99

A. B.

C.

D. E. F. G.

H.

The proper RAMADA tier logo must be used, and faithfully reproduced, on all items and supplies. Whenever the trademarks, service marks, and name of "RAMADA" are used, they must be reproduced exactly as they are registered, with the registration mark clearly shown. They must not be placed on any construction surfaces from which they cannot be easily removed. A property may use the service mark RAMADA in a private URL provided they meet the following requirements first: The URL name is only used in conjunction with a destination approved by RWI. The URL receives written approval from RWI. A link for booking reservations must be directed to ramada.com and no other third party booking channel. All RAMADA logos and service marks on the website must be in accordance with the RAMADA brand identity standards. Upon termination or expiration of the Franchise Agreement, the Franchisee must assign all rights in the URL back to RWI without payment of any consideration. Any display advertising in any publication must utilize current graphics. False or misleading bait-and-switch advertising, or any advertising that might be considered improper, illicit, or immoral, is strictly prohibited. Rack brochures for each RAMADA property must comply with current graphic guidelines. The following wording is required on all printed material that includes the RAMADA logo or name: "Operated under a Franchise Agreement with RAMADA Worldwide, Inc." This is required for any printed material that could be interpreted or construed as a contract (i.e. folios, hotel stationery, banquet contracts, etc.). All courtesy vehicles used by a RAMADA property must carry Standard decals, color, insignia and advertising for an individual RAMADA property's own facilities. INTERNET PHOTOGRAPHY

2114.01 A.

All RAMADA properties must display photographs taken by RWIs designated and/or approved photographer on the brands website, ramada.com. A minimum of six (6) photos must be taken of each property: o Exterior with signage (1) o Lobby/front desk (1) o Standard room types (2) o Guest Bath (1) o Food & Beverage (1) Continental Breakfast (RAMADA Limited) (1) Restaurant or Continental Breakfast and Mart (RAMADA) (1) Restaurant (RAMADA Plaza Hotel) (1) Up to four (4) additional photos are optional based on property offerings: o Specialty type room (i.e. suite or whirlpool room) (1) o Swimming pool (1) o Lounge (1) Page 28 of 99

o Exercise facility (1) o Business center (1) o Meeting, board or banquet room (1)

2115.00

FIRE PROTECTION

Franchisees are required to comply with all applicable laws, codes and regulations in the operation and maintenance of their properties, including those relating to fire protection and safety. These may require, among other things, the installation in certain areas of the hotel of smoke detectors, fire extinguishers, fire alarms, fire exit signage and emergency lighting; construction and furnishing the hotel with certain fire retardant materials; and/or establishing emergency evacuation procedures.

Page 29 of 99

III. GUEST ROOM AND BATH

RAMADA approved professional interior design schemes (RAMADA Guest Room Design Package and RAMADA Guest Bath Design Package) are available and are to be used upon future replacement and/or renovation of existing furnishings. Any deviation from the RAMADA approved design schemes must be submitted to RWI for review and approval. These furnishing Standards are absolute minimum Standards and do not limit the quality of a proposed project or design solutions to specific problems or market demands. The RAMADA Guest Room and Guest Bath Design Packages can be found on MyPortal (Departments/Construction and Renovation Services/Interior Design Resources) 2200.00 A. B. GUESTROOM

Guestrooms must be a minimum of 288 square feet, including the bath, entry and dressing areas. Heat and air-conditioning should be conveniently located through individual wall units. There shall be easily accessible controls, offering the guest control of heat or air-conditioning. A two-pipe system is not acceptable. GUESTROOM NON SMOKING

2200.01 A.

B. C. D. E. F.

G.

A minimum of eighty percent (80%) of all guestrooms must be set aside and designated as non-smoking rooms. Prior to designating rooms as non-smoking, it is required that the following steps be taken to thoroughly clean and prepare them for use: Replace or shampoo carpet Replace or dry clean drapes, bedding, pillows, lamp shades Wash all furniture and wall surfaces Remove all ashtrays and matches Place appropriate signage on exterior of guestroom door indicating a non-smoking room Non-smoking room types must be designated in the Central Reservation System (CRS). It is required that a sign be prominently placed at the front desk indicating to guests that non-smoking rooms are available at the hotel. Non-smoking rooms must be offered at check-in. Non-smoking rooms must not be rented to a smoker. Should the property decide to charge a penalty for smoking in a non-smoking room, an agreement on the folio describing the penalty charge is strongly recommended. Tent cards are permitted in the guestroom indicating a cleaning charge assessment for guests that smoke in non-smoking rooms. Approved RWI design and graphics can be found on MyPortal (Departments/Marketing/Graphic Guidelines and Templates/MarketRamada.com). Page 30 of 99

2200.02 A.

GUESTROOM - SUITE

B.

For a property to receive approval to use the HOTEL AND SUITES designation in their property name, they must meet all of the following requirements: a minimum of ten percent (10%) of total guestroom inventory in CRS must be suite room types as described below in Paragraph B, interior corridor, full service food and beverage, meeting and catering facilities. For a property to receive approval to use the INN AND SUITES designation in their property name, they must meet all of the following requirements: a minimum of ten percent (10%) of total guestroom inventory in CRS must be suite room types as described below in Paragraph B, exterior corridor, Continental Breakfast and RAMADA Mart, minimal meeting space. In order for a guestroom to be designated as a Suite room type in RAMADA distribution channels, the following requirements must be met: Definition: two (2) bay rooms with normal length, (1 to 2) 11-4 X 26-0 minimum interior to interior wall surface. Each suite must include separate living room, kitchen area, bedroom and full bathroom. The one bay is to include sleeping quarters, the second bay is to include the living quarters. The passage between each room is to be a minimum of a three (3) foot clear opening. The sleeping area may be half of a bay, 11-4 X 12-4 internal clear distance but must not include other areas such as the bathroom and closet area. Furniture: o Sleeping quarters, the following furniture is required and must meet Standards as outlined in this Manual (#2203.00): One (1) king bed or two (2) queen beds One (1) dresser/credenza/media chest Two (2) night stands for a king bedded room, one (1) nightstand for a room with two (2) queen beds. One (1) remote control color television meeting current RWI standards (#2203.00 - I) One (1) telephone beside the bed Minimum of two (2) light sources o Living quarters, the following furniture is required and must meet brand Standards as outlined in this Manual: One (1) sleeper sofa One (1) lounge chair with ottoman One (1) coffee table One (1) work desk with ergonomic chair or one (1) activity table with two (2) activity chairs One (1) remote control color television meeting current RWI standards (#2203.00 - I) One (1) telephone beside the bed Minimum of three (3) light sources o Kitchen area, the following shall be a minimum to be included in this area: One (1) microwave One (1) mini-refrigerator Page 31 of 99

C.

All Suite guestrooms must still provide all the required guestroom furnishings listed in the RWI Standards of Operation and Design Manual. ENTRANCE AND CONNECTING DOORS

2201.00 A.

Guestroom numbers must be installed five (5) feet from the floor to the bottom of the sign on the wall of the opening side of the door. Sign plaque minimum size must be 2 high x 5 long. All sign plaques must be professionally made. Numbers must be no less than 1 high and Helvetica typestyle is recommended. B. Minimum door width size is three (3) feet. C. A threshold must be provided at each exterior entrance door. D. Interior guestroom entrance doors must be self-closing and self-locking. E. A door stop must be mounted on the door or on the opposing wall. F. All properties must have an approved Electronic Lock System installed on each guest room door. Electronic locks must meet the following specifications: 1. Locks must rekey with each room rental. Any and all previous key cards must be automatically voided with each rental. 2. Each lock system must have a power down backup system. This is to be used if there is an interruption in power supply to the property so that guests may continue to be checked in and the system continues to be serviced. 3. Individual locks must have emergency override capabilities. Emergency keys must be able to retract the deadbolt and latchbolt. 4. Each lock system must provide an audit trail and individual locks must have an interrogation feature. 5. A full mortise lockset is required to include a two point latching system. 6. Deadbolts must be a full one inch hardened steel bolt that is thrown or projected with a guest operated turnpiece inside the guest room. 7. Latchbolts must have " throw with a dead locking latch feature. 8. Locksets must have an anti-panic feature whereby the deadbolt and latchbolt are retracted simultaneously by the guest when exiting the room. 9. When the deadbolt has been thrown or projected by the guest, all key cards, including housekeeping keys, must be inoperable. This excludes the emergency key. 10. All locks and door hardware, including secondary locks must be in compliance with all applicable federal, state and local laws, codes, ordinances and regulations. G. A secondary lock utilizing a safety U-bar is required. Chain locks are not acceptable. H. A "one-way" peephole with vision restricted inward must be installed in the center of the door at five (5) feet above floor level and 42 above floor level for accessible guestrooms. I. The following information must be posted on or near the inside of the entrance door: Current room rates Check-out time Extra person and rollaway charges State/Province hotel law, if applicable Emergency fire evacuation procedures and/or graphic routing plan J. Interconnecting guestroom openings must have two (2) doors, solid core 1 thick with a minimum width of three (3) feet. Each connecting door must be operable Page 32 of 99

from the guestroom side only. A mortised, thumb-turn deadbolt with a 1 minimum throw that protrudes through the frame, and a pull knob or lever are required on the operable side of the door. A blank plate barring access to any screws or bolts must be placed on the opposing guestroom side of the door. Hardware must coordinate with entry door hardware. You must ensure all connecting doors are in compliance with all applicable federal, state and local laws, codes, ordinances and regulations. K. You must ensure all windows, sliding glass doors, and balcony door locks are in compliance with all applicable federal, state and local laws, codes, ordinances and regulations, including window stops that restrict the window from opening a set amount. Reminder: Franchisees are required to comply with all applicable laws, codes and regulations in the operation and maintenance of their properties. This may require properties to post a professionally printed information sheet on the back of each guestroom door which includes such information as a fire exit diagram, evacuation procedures, information on room rates and charges, check-out times, the use of door viewers and safety chains for security purposes, and other information. Check your local laws. 2202.00 A. CLOTHES CLOSET AREA

B. C. D.

E.

RAMADA (Inn) and RAMADA Limited properties must have minimum 30"w x 24"d wall-mounted chrome clothes rack. An enclosed closet area is highly recommended for RAMADA (Inn) and RAMADA Limited properties. The guestroom closet area should not be exposed or visible from the bedroom. It is required that RAMADA Plaza Hotels have an enclosed closet area at least 48"w x 24"d with swinging or sliding doors. The closet must have eight (8) removable, matching wooden hangers, traditional hook style. Three (3) of these hangers must have skirt clips. Two (2) laundry/valet bags with laundry/valet lists must be provided. A folding luggage rack must be provided to store luggage. This luggage rack should be stored in the closet area when not in use. A luggage bench, as part of the furniture package, is an acceptable alternative. All guestrooms are to have an iron, full-size ironing board and iron organizer. The iron should be non-stick with a Teflon finish. These items should be stored in an iron organizer that is hung in the closet. GUESTROOM FURNITURE/FIXTURES/EQUIPMENT

2203.00

Furnishings must conform to specifications set forth in the approved RAMADA Guest Room Design Package. The RAMADA Guest Room Package can be found on MyPortal (Departments/Construction and Renovation Services/Interior Design Resources). Upon replacement and/or renovation, only approved guestroom design packages are to be used. Should a property deviate from one of these design packages, specifications, color boards and pictures are to be submitted to RWI for approval. Guestrooms must be furnished with the guest's comfort in mind. All furnishings must be attractive, coordinated with the room's decor, comfortable, in excellent physical condition, and free of dust, lint, Page 33 of 99

finger marks, smudges, and scratches. Steel furniture is not permitted. The purchase of pre-owned furniture is not permitted. A. BED. Each room must have a minimum of one (1) RAMADA approved bed. The minimum approved RAMADA mattress/box spring for RAMADA (Inn) and RAMADA Limited is the Simmons Beautyrest Sutherland Pillow Top with the Simmons Beautyrest Classic Trevor Pillow top as strongly recommended. The minimum approved RAMADA mattress/box spring for RAMADA Plaza Hotels is the Simmons Beautyrest Classic Trevor Pillow Top with the Simmons Beautyrest World Class Cape Breton Pillow Top as strongly recommended. The Serta Concierge Emerald Plus and/or Sealy Posturepedic CS5 Plush are acceptable until which time they need to be replaced; at such time the property must replace with above Simmons specification. Beds should be king or queen size, double beds are not recommended and twin beds are not acceptable. BED FRAME. The frame must accommodate bedding of a standard width and length. It must be channel iron or angle, and must be heavy duty with glides or casters at least 2 in diameter. Custom platform units built to the floor are acceptable and must be recessed 6 on each side and foot of the bed. HEADBOARD. Headboards must be wall mounted with the bottom of the headboard no lower than 2 below the top of the mattress. DRESSER/CREDENZA/MEDIA CHEST. One (1) unit with at least two (2) drawers is required. Armoires are not recommended. NIGHTSTAND. It is required that nightstands be free standing. One (1) is required in rooms with two (2) beds; two (2) are required in rooms with one (1) bed. WRITING SURFACE. One (1) writing/work surface is required in each guestroom. The following three options are acceptable writing surfaces: one (1) four-legged activity table (minimum 27"w x 27"d x 28"h), one (1) desk (minimum 20"w x 36"d x 29" h) or one (1) coffee table (minimum 36w x 20d x 18h). A pedestal table is an acceptable option for the activity table. CHAIRS. A minimum of two (2) comfortable chairs in each room are required and are to be matched up properly to the writing surface as follows: two (2) fabric upholstered armed chairs for the activity table, one (1) fabric upholstered lounge chair with ottoman plus one (1) black, mesh, ergonomic desk chair for the desk, or one (1) fabric upholstered sofa for the coffee table. MIRROR. One (1) full-length mirror (framed recommended) minimum size 14x54 plus one (1) framed mirror over the dresser minimum size 24x24. A property does have the choice to install one (1) full-length framed mirror with a minimum size of 20"x60", which includes a 1 1/2 frame; at which time the one (1) framed mirror at the dresser (minimum size 24"x24") is no longer required and is optional. Plastic mounting devices are not acceptable. TELEVISION. Currently, a remote control color television set, minimum 25" on a swivel base is the minimum requirement. Effective December 31, 2011, all guestrooms must have one (1) HD LCD 32 commercial-grade flat panel television or larger with a minimum screen resolution of 720p. Televisions must also have a capability of displaying MPEG-4 encoded programming with integrated Pro:Idiom encryption Page 34 of 99

B.

C. D. E.

F.

G.

H.

I.

J.

capability. All suite guestrooms must have one (1) television meeting the above specifications per bay. Remote controls must be provided in guestrooms and must operate on/off, volume, channel selection and closed caption capability. A sleep function is highly recommended. All flat panel sets must be secured either by commercial adhesive pads or a mounting device bolting the set to the media chest or credenza. Should a television be mounted on the wall they must NOT be mounted on the same stud if back-to-back, all wiring must be hidden with attention being paid to potential for noise pass through, and the maximum volume limiter must be set on the unit to minimize potential for noise reverberation in the adjoining room. Operating instructions with channel numbers for all channels are required. These instructions should be included in the Guest Services Directory, but can be free standing or a function channel on the television. It is required that all properties offer five local networks (ABC, CBS, FOX, NBC and PBS); and in HD broadcast. Properties must also offer a minimum of four (4) ESPN all-sports channels, two (2) all-news channels (CNN and FOX News), and one (1) all-weather channel (TWC). It is recommended (required for RAMADA Plaza Hotel) that a premium channel service such as HBO, Showtime, and/or Starz/Encore be offered. Properties should attempt to obtain at least three (3) channels available in the multi-cast premium package as most premium services will offer multiple channels for the same programming price. A Pay-Per-View Channel for a RAMADA Plaza Hotel is optional. The franchisee has the option to provide additional programming at a charge to the guest as long as all the offerings are in good taste and in keeping with the RAMADA image. A lock-out feature is required for all in-room movies. COFFEE MAKER. All guestrooms are to have a 4-cup coffee maker; however, a one-cup brewing system is an acceptable and a highly recommended alternative provided that this brewing system is the RAMADA approved one hundred percent (100%) disposable CV-1 unit made by Courtesy Products. No other onecup brewing system is acceptable. The following supplies are required for those guestrooms offering the RAMADA approved CV-1 one-cup brewing system made by Courtesy Products: o Display basket 1 o Instruction Card 1 o Filter pack, regular coffee 2 o Filter pack, decaffeinated coffee 2 o Tea bag (one regular, one decaf) 2 o Packet, sugar 4 o Packet, sugar substitute 4 o Non-dairy creamer (liquid or powder) 4 o Pre-wrapped stirrers 2 The following supplies are required for those guestrooms offering a 4-cup coffee maker: o Display tray 1 o Filter pack, name brand regular coffee 1 o Filter pack, name brand decaffeinated coffee 1 Page 35 of 99

K.

L.

M.

N.

O.

P.

Q.

o Tea bag (one regular, one decaf) 2 o Packet, sugar 4 o Packet, sugar substitute 4 o Non-dairy creamer (liquid or powder) 4 o Pre-wrapped stirrers 2 ALARM CLOCK RADIO. Each guestroom shall be equipped with an AM/FM digital clock radio alarm located on the nightstand adjacent to the bed. The alarm shall be on the off position and the correct time shall be displayed. It is highly recommended that this unit have atomic time automatic reset feature. TELEPHONE. A telephone on the nightstand with direct room-to-room dial system, and current dialing instructions are required. The telephone must have an easily understandable custom faceplate with the RAMADA logo and the correct RAMADA tier designation. The telephone must reach to the writing surface; however a second telephone on the desk is highly recommended. A message light is required. Message ringers are not acceptable. CARPET. Carpet must be cut-pile one hundred percent (100%) solution dyed nylon, wool, computer printed, or other approved material with a minimum density of 32 ounce per square yard. A commercial grade 32 ounce carpet pad is required. Direct glue down carpet without pad is not permitted. Fire resistant materials are recommended. WALL COVERING. A property has the choice to cover the guestroom walls with a textured wall finish (i.e. knock down), a durable flat painted finish, a good quality vinyl (minimum 15 ounce, Type I) or a combination of any of the three (3). Fire resistant materials are recommended. ARTWORK. Wall decoration artwork is required. Each room must have two (2) approved pictures at least 720 square inches (i.e. 24" x 30" minimum) excluding frame, and/or one (1) large approved picture at least 900 square inches (30" x 30" minimum) excluding frame. All artwork must be matted, framed and enclosed in regular glass. Artwork must be securely mounted to the wall using a concealed mechanism. Security brackets must be provided. DRAPERY. Guestroom windows must have a decorative drape with blackout capability. All blackout linings must have the identical appearance from the exterior of the building. A two-track system with a blackout drape and sheer is recommended (required with RAMADA Plaza Hotel). All draperies must be installed to completely cover the window. Draperies must be cord-drawn, baton or mechanically operated. Fire resistant materials are recommended. LIGHTING. Very good overall illumination shall be provided by four (4) or more well-positioned sources. Guestrooms shall have an active light switch at the main entry. There must be two (2) lamps per headboard wall (mounted above each nightstand or freestanding on the nightstand), one (1) per desk or dresser unit (wall-mounted or freestanding), and one (1) floor lamp per activity area. In double/queen bedded rooms, one (1) wall-mounted double-armed light fixture or freestanding lamp with double bulb feature will satisfy the two-lamp standard. All wall-mounted lamps must have wire covers or molding; loose cords are not acceptable. Desk lamps are required to have electrical outlets located on the base. Swag lamps and hanging lamps are not permitted. Lamp package must match, be neutral and contemporary. Page 36 of 99

R.

CFL BULBS. All guestroom light bulbs must be compact fluorescent (CFL). Using a vandal resistant lock (that secures the CFL bulb to the light fixture) is strongly recommended. Below are minimum guestroom CFL requirements.
LOCATION Bed/Nightstand Lamp Floor Lamp Desk Lamp Credenza Lamp QUANTITY 2 1 1 1 DESCRIPTION 27 watt 10,000 hr Spring Lamp, 2700K color, 1850 lumens 27 watt 10,000 hr Spring Lamp, 2700K color, 1850 lumens 27 watt 10,000 hr Spring Lamp, 2700K color, 1850 lumens 27 watt 10,000 hr Spring Lamp, 2700K color, 1850 lumens

S.

NIGHTLIGHTS. Nightlights are required in all guestrooms. Nightlights must be conveniently located for guest use. An illuminated light switch is not an acceptable night light; however, an illuminated face plate is acceptable. Hair dryers with nightlights are acceptable. BEDDING AND LINENS

2203.01 A.

B.

C.

MATTRESS PADS. Beds must be supplied with a mattress pad in good condition and free of odor and stains. Mattress pads must be clean. Mattress pads are to be fitted style or have elastic anchor bands. Mattress pads are to be hypoallergenic, 10 ounce fill, quilted with minimum 50% Cotton/50% Polyester fabric content. Sizes as follows: Queen, 60" x 80" King, 78" x 80" BED LINEN. All linen products are to include the proprietary WynRest label by December 31, 2011. Linen must be first quality only, no run of loom or seconds. Quality must be percale or better. All sheets must have a 2 hem at top and bottom, and must be single pick. Linen inventory must include a minimum of three (3) complete changes per bed: one (1) set in use, one (1) set on storage shelves, and one (1) set in laundry. Linen must meet the follow specifications: Fitted Bottom Sheet. RAMADA (Inn) and RAMADA Limited properties are required to provide a minimum 200 thread count (T200) 60/40 white fitted bottom sheets with 12 deep pockets and full elastic all around. RAMADA Plaza Hotel properties are required to provide a minimum 250 thread count (T250) 60/40, white fitted sheets with 15 deep pockets and full elastic all around. Flat Sheet. RAMADA (Inn) and RAMADA Limited properties are required to provide a minimum 200 thread count (T200) 60/40, white flat sheets. RAMADA Plaza Hotel properties are required to provide a minimum 250 thread count (T250) 60/40, white flat sheets. Pillow Cases. RAMADA (Inn) and RAMADA Limited properties are required to provide a minimum 200 thread count (T200) 60/40 open ended, white pillow cases with 3 hems. RAMADA Plaza Hotel properties are required to provide a minimum 250 thread count (T250) 60/40 open ended, white pillow cases with 3 hems. BLANKETS. Blankets must be in good physical condition with no holes or tears, one hundred percent (100%) nylon or one hundred percent (100%) polyester fleece (institutional construction). Minimum sizes are listed below: Page 37 of 99

D.

E.

Queen, 90" x 90 King, 90" x 108" PILLOWS. It is strongly recommended that properties offer two (2) pillow options for each bed: a firm pillow option and a soft pillow option. The firm pillow option requires the pillow to provide one hundred percent (100%) Cluster Polyester Fiber Puff Pillow with 50% Cotton/50% Polyester ticking. The soft pillow option requires the pillow to provide a blend of micro denier cluster and conjugated fiber (Heavenly Down) with a minimum 230 thread count. All pillows must be hypo-allergenic and machine washable. Three (3) jumbo pillows are required for each double and queen-size bed; king size beds are required to have either three (3) king pillows or four (4) jumbo pillows. The pillow specifications are as follows: Cluster Poly Fiber Puff Jumbo 20x28 25 oz. Fill Cluster Poly Fiber Puff King 20x36 34 oz. Fill Heavenly Down Jumbo 20x28 27 oz. Fill Heavenly Down King 20x36 36 oz. Fill DECORATIVE BEDDING. All guest beds must provide a Bed Skirt and Bed Topping, a Decorative Accent Pillow is highly recommended. Properties have a choice of three Bed Topping Options: Coverlet, Duvet, or Triple Sheet. The Coverlet is not an option for RAMADA Plaza Hotels. Properties choosing the Triple Sheet option must also provide the following: Blanket/Comforter. A blanket is acceptable however a box quilted comforter similar to a duvet insert as a replacement for the blanket is strongly recommended. This is to be placed between the flat sheet and the triple sheet. Blankets must follow the specifications as previously outlined in this Manual (#2203.01 C). Comforters are to be one hundred percent (100%) white cotton, a minimum 230 thread count. Minimum fill requirements:
BED SIZE King Queen COOL CLIMATE 44 ounce 38 ounce FILL WEIGHT OPTIONS MILD CLIMATE 34 ounce 30 ounce WARM CLIMATE 30 ounce 26 ounce

2204.00

Triple Sheet. 70% Cotton/30% Polyester, twill weave, wide white on white stripe. Decorative Bed Throw or Scarf GUEST BATH

Furnishings must conform to specifications set forth in the approved RAMADA Guest Bath Design Package. The RAMADA Guest Bath Design Package can be found on MyPortal (Departments/Construction and Renovation Services/Interior Design Resources). Upon replacement and/or renovation, only approved guest bath design packages are to be used. Should a property deviate from one of these design packages, specifications, color boards and pictures are to be submitted to RWI for approval. Bathrooms and vanity areas must be furnished with the guest's comfort in mind. Furnishings must be attractive, coordinated with the room's decor, comfortable, in excellent physical condition, clean, well-maintained, and fully supplied to accommodate guests' needs. Page 38 of 99

A. B.

C.

D. E.

ENTRANCE. The bath and dressing entry area must be at least seventy-two (72) square feet. VANITY. The vanity should be at least four (4) feet in length with a 4" backsplash and must be Corian, stone, granite, marble or other approved natural stone finish. Laminate vanities are to be replaced with the above specification when condition warrants replacement as determined by the Quality Assurance inspection. Vanities must have adequate skirting and a concealed support system. Vanities with support legs are not acceptable. A stand-alone vanity unit with shelving is highly recommended. A pedestal sink is acceptable with appropriate shelving located near the sink. Wall mounted sinks are not acceptable with the exception of accessible rooms. TUB AREA. The combination tub and shower must have a non-skid surface and one (1) soap holder. Walls of tub enclosure must be ceramic tile, molded plastic or sealed marble from tub to ceiling. CEILING. Ceiling must be washable, non-absorbent, non-corrosive, moisture-resistant material. ELECTRICAL. A Ground Fault (GFI) duplex outlet must be installed in a location convenient to the lavatory/vanity unit. GUEST BATH FIXTURES/EQUIPMENT/SUPPLIES

2204.01 A. B.

C. D.

FLOORING. Bathroom flooring must be a minimum 2 ceramic floor tile, with a matching ceramic base and a 1 wide marble threshold at the door. WALL COVERING. A property has the choice to cover the bathroom walls with a textured wall finish (i.e. knock down), a durable flat painted finish and a good quality vinyl (minimum 15 ounce, Type I) or a combination of any of the three (3). Fire resistant materials are recommended. LIGHTING. Adequate lighting must be provided in both the vanity area and bathroom. Exposed fluorescent lighting is not permitted. CFL BULBS. All guest bath light bulbs must be compact fluorescent (CFL). Using a vandal resistant lock (that secures the CFL bulb to the light fixture) is strongly recommended. Below are minimum guest bath CFL requirements.
LOCATION Vanity Area Bath Area DESCRIPTION 27 watt 10,000 hr. Spring Lamp, 2700K color, 1850 lumens 27 watt 10,000 hr. Spring Lamp, 2700K color, 1850 lumens

E.

F.

G. H.

MIRROR. A mirror must be placed over the vanity with a minimum size of 40x36. Frames are strongly recommended. Lighted mirrors are highly recommended. Plastic mounting devices are not acceptable. ARTWORK. Wall decoration artwork is highly recommended. Minimum size framed and matted is 23" x 23". All artwork must be matted, framed and enclosed in regular glass. Artwork must be securely mounted to the wall using a concealed mechanism. Security brackets must be provided. HAIR DRYER. All bathrooms are required to have a wall-mounted hair dryer, minimum 1500 watts. Hair dryers with nightlights are acceptable. BATH AMENITIES. Amenity packaging shall be fresh and in good condition. Page 39 of 99

I. J.

K.

L.

M.

There shall always be a minimum of two (2) wrapped bars in the bathroom at all times (unused soap may remain in the bathroom for stay over guests only). Amenities must be neatly arranged on the specified oval amenities tray. Each bathroom must be supplied with the following San Francisco Soap Company bath amenity logo items: o One (1) custom flow wrap facial soap 1 ounce o One (1) custom flow wrap bath soap bar 1.5 ounce o One (1) bottled shampoo - .75 ounce o One (1) bottled conditioner - .75 ounce o One (1) bottled body lotion - .75 ounce o One (1) bottle mouthwash - .75 oz. o One (1) shower cap in carton o One (1) amenities tray SHOWER ROD. Curved round or flat-faced Arcs & Angles shower rod is required. The flat faced rod is highly recommended. SHOWER CURTAIN. All RAMADA properties are required to install the Arcs & Angles white shower curtain with correct tier bubble window as explained below: All RAMADA Limited properties are required to install the Arcs & Angles white shower with bubble window. The shower curtain must be the blank circle design with no logo. All RAMADA (Inn) properties are required to install the Arcs & Angles white shower curtain with bubble window. The shower curtain must be the circle design with the RAMADA stylized R logo. All RAMADA Plaza Hotel properties are required to install the Arcs & Angles white shower curtain with bubble window. The shower curtain must be the circle design with the RAMADA Plaza Hotel Double R logo. It should be noted that the Arcs & Angles white bubble window shower curtain with blank circle design (no logo) is an acceptable alternative for all RAMADA tiers. SHOWERHEAD. Showers must be equipped with The Speakman Anystream 2005-HB or S-2005Hotel model (or the eco-friendly options of Speakman Anystream ECO S-2005-H2.0 or S-2005-HB2.0) in polished chrome finish. The Moen Revolution showerhead is acceptable as long as condition warrants. TOWEL STORAGE. One (1) 24" towel bar and one (1) 8"x24" deep towel storage shelf with bar must be provided. Free standing vanity units with the built in shelving below the sink to store towels is highly recommended. Stack racks are not acceptable. TERRY. All terry products are to include the proprietary WynDry label by December 31, 2011. All guest towels must be first quality and be one hundred percent (100%) King Spun Carded Cotton Content with Dobby Border at their ends. Terry cloth items for rooms with one (1) bed have the following minimum requirements: o Three (3) bath towels - minimum size: 27"x50", weight per dozen: 15 lb. Three (3) hand towels - minimum size: 16"x30", weight per dozen: 4.5 lb. o Three (3) face cloths - minimum size: 13"x13", weight per dozen: 1.5 lb. One (1) additional set of terry must be provided for each additional bed Page 40 of 99

 N. O.

P. Q. R. S. T.

A sofa bed is considered a bed; therefore, one (1) additional set of terry must be provided in those rooms with sofa beds. TERRY BATH MAT. One (1) terry bath mat is required and must be folded on the edge of the tub. TOILET TISSUE. Facial quality, two-ply toilet tissue must be provided in a toilet tissue dispenser (toilet tissue must roll from the top and be folded to a point). A second wrapped roll is required and recommended to be in a recessed reserve roll type holder. FACIAL TISSUE. Facial tissue must be provided in a dispenser. WASTEBASKET. An 8-quart wastebasket must be provided (plastic liners are not recommended). TOILET SEATS. Toilet seats must have lids. ROBE HOOK. Chrome or satin finish stainless double robe hook must be mounted on bathroom side of door. DOOR STOP. A door stop must be mounted on the bathroom door or opposing wall. CLEANLINESS AND MAINTENANCE CLEANING SCHEDULE

2205.00 2205.01 A. B.

C.

All towels, pillowcases, fitted sheets and flat sheets from each occupied guestroom must be laundered daily. All properties are required to implement the RAMADA approved Linen and Terry Re-Use Program. (See #2205.02 for program details). The RAMADA approved Linen and Terry Re-Use Program materials are available for purchase on MyPortal (Departments/Marketing/Graphic Guidelines and Templates/Market Ramada.com). Daily cleaning of each occupied room (stayovers and checkouts) must be performed and must include: Carpets vacuumed. Doors, walls, ceilings, furniture, HVAC units, windows and windowsills free of dust, lint, stains, finger marks, smudges and cobwebs/dust webs. Tubs, showers, toilet bowls, plumbing fixtures and all chrome will be cleaned, polished, free of tarnish and water spots and in good condition. Bathroom tiles, walls, and floors will be cleaned daily, and be free of lint, hair and water spots. Tile grouting will be clean and in good repair, with no mildew or discoloration. Vanities, mirrors and wash basins will be free of soil, water spots, streaks, and dust and will be cleaned daily. Toilet seats will be clean and sanitary, with no chipped, cracked or worn surfaces, any discoloration or stains, and with required bumper supports and tight hinges. Shower curtains, rods, and grab bars, will be clean and free of accumulated soap residue, water minerals and mildew. Light fixtures, electric outlets and switches will be operable and clean at all times. Room free of odors, insects and smoke. Page 41 of 99

D.

E. F.

The following general housekeeping must be done routinely as needed: Clean under and behind furniture Shampoo carpets Clean air intakes and vents Rotate mattresses and box springs on a quarterly basis when appropriate Non-occupied rooms must be checked daily by the housekeeper, inspector, and/or section room attendant for dust, temperature control, and supplies. The following housekeeping equipment and supplies are to be used to service rooms: Vacuum cleaner must be operable and emptied daily. Housekeeper carts must be clean, quiet, neat, organized, properly supplied and well maintained. Proper cleaning supplies must be provided by housekeeping for various cleaning jobs, such as window cleaner, general purpose cleaner and polish. All bottles should be properly marked. It is recommended that properties use a general purpose cleaner of the type which will not damage surfaces such as sink or sink hardware, vanity tops, guestroom carpeting, etc. LINEN AND TERRY RE-USE PROGRAM

2205.02

RAMADA properties are required to participate in the RAMADA approved Linen and Terry Re-use Program. The RAMADA approved Linen and Terry Re-Use Program materials are available on MyPortal (Departments/Marketing/Graphics Guidelines and Templates/MarketRamada.com). All aspects of this program must be consistently followed. All other aspects of the guestroom cleaning must be completed and adhered to in total everyday. A. LINEN RE-USE. The program allows the property to reduce bed linen changes from daily to every third day of a stayover. The RAMADA approved Linen program card must be placed on the pillow closest to the telephone. If the guest elects to have the linens changed daily, they are instructed to place the program card on the bed. If the program card is on the bed, the room attendant must change the sheets daily. If the program card is not on the bed, the room attendant does not change the linen until the third day of the stayover; however the bed is made up and the card is placed back on the pillow closest to the telephone. TERRY RE-USE. The program allows the property to reduce daily towel exchange for a stayover. The RAMADA approved Terry program card hanger must be placed on the towel bar next to the bathroom vanity or on the shower rod closest to the showerhead. If the guest elects to have the towels changed daily, they are instructed to place the terry on the bathroom floor. Page 42 of 99

B.

If the terry is left on the towel bar, shower rod or hung behind the bathroom door, this signals reuse and the towels must be straightened to achieve a neat presentation. The room attendant will not be required to change out the terry. MAINTENANCE SCHEDULE

2205.03 A.

B. C. D.

E.

F.

G.

H.

Every RAMADA property should conduct proper repair and maintenance of all facilities, equipment, machinery, paving, lighting, electrical systems, plumbing, heating, air conditioning, guestroom interiors, bathrooms, exterior walls, stairways, swimming pools and equipment, keys and locks, roofs and gutters, grounds and landscaping. All boilers, furnaces, hot water heaters and mechanical and electrical equipment should be inspected on a daily basis. Doors, locks and hardware should be checked twice monthly to ensure smooth operations and good visual condition. Monthly pest control treatment program for general facilities, service areas, guestrooms and storage areas should be conducted by a qualified, licensed company. Program results, issues and treatments should be well documented. RWI recommends using such services at least monthly. A program for continued preventive maintenance should be in effect to maintain rooms in excellent condition. All guestrooms should be inspected twice monthly and a service log should be maintained. Guestrooms should receive full, preventive maintenance at least three (3) times per year. Preventive maintenance activities should be documented, filed and available for review. All guest requests for maintenance should be responded to within fifteen (15) minutes in a courteous fashion while ensuring guest privacy. Maintenance and repairs should be performed in an unobtrusive manner. A maintenance response card should be left at the conclusion of the repair. If repairs cannot be completed within fifteen (15) minutes, the manager-on-duty or designated representative should meet or speak with the guest and remain in contact with the guest until an acceptable alternative solution is agreed upon. ADDITIONAL SUPPLIES AND SERVICES

2206.00

The items listed in this section are required in all RAMADA guestrooms. The quantities indicated are minimums and may be increased if market position and rates so demand. The letter (R) designates an item which is required to bear the proper RAMADA logo. 2206.01 A. ADDITIONAL SUPPLIES

B.

WASTEBASKET. A metal or plastic wastebasket (8 quart minimum) is required for use in the guestroom. An additional plastic wastebasket must be provided for the bathroom. Plastic bag liners are not recommended. GLASS TUMBLERS. Four (4) glass water tumblers with cap are acceptable but not required; however, the only alternative to glass tumblers is the pre-wrapped Ripple Cup with the approved RAMADA graphic (#2206.01C). Page 43 of 99

C.

D.

E.

F.

G.

H.

I. J.

RAMADA RIPPLE CUP. Four (4) pre-wrapped Ripple Cups are required to meet both hot and cold beverage requirements. Plastic, Styrofoam or any other type of cup are not permitted. The only disposable cup allowed in the guestroom is the pre-wrapped Ripple Cup with the approved RAMADA graphic. Approved design and graphics for the Ripple Cup can be found on MyPortal (Departments/ Marketing/ Graphics Guidelines and Templates/ MarketRamada.com). ICE BUCKET. One (1) insulated ice bucket with lid, tray and plastic liner shall be provided in each guestroom. Minimum capacity shall be three (3) quarts. Plastic is acceptable and an insulated stainless/chrome ice bucket is highly recommended. RAMADA Plaza Hotels are required to provide either a leatherette or stainless/chrome ice bucket. ASHTRAYS. Two (2) ashtrays are required in smoking designated guestrooms only and one (1) additional on the bath vanity. Ashtrays are not to be placed in rooms designated as "non-smoking" rooms. MEMO PAD/PEN. One (1) memo pad (R) and one (1) pen (R), placed conveniently by the telephone are required in each room. Approved design and logos can be found on MyPortal (Department/Marketing/Graphics Guidelines and Templates/MarketRamada.com). DO NOT DISTURB SIGN. One (1) Do Not Disturb" Card in five (5) languages (R) must be hung on the inside knob of the entry door. Approved design and graphics can be found on MyPortal (Departments/Marketing/ Graphics Guidelines and Templates/MarketRamada.com). GUEST SERVICE DIRECTORY. One (1) approved RAMADA Guest Service Directory (R) on the dresser or desk. Approved design and graphics can be found on MyPortal (Departments/Marketing/Graphics Guidelines and Templates/MarketRamada.com). ROOM SERVICE MENU. One (1) Room Service Menu (R) to be included in the Guest Service Directory, if applicable. CUSTOMER SERVICE LETTER. A Customer Service Letter is required in each guestroom. The following customer service letter is strongly recommended. The letter must be on property letterhead. This letter must be placed on either the desk, activity table or in the Guest Service Directory.
Welcome to our RAMADA (Insert Property Name). Whether you are traveling on business or pleasure, we know you have a choice and we appreciate that you have selected our property for your lodging needs. We are committed to quality and excellent customer service. RAMADA Worldwide measures your satisfaction through electronic surveys. Soon after you leave, you may receive a survey asking you to rate various aspects of your stay on a scale of 1 (poor) to 10 (exceeding expectations). Our goal is to earn no less than a 9 or 10. If at anytime during your stay you encountered a situation in need of attention, please give us an opportunity to resolve the issue to your complete satisfaction before you leave. To maintain a reputation of excellent customer service and commitment to quality, I am available to discuss any comments, suggestions or concerns you may have and encourage you to call me at (Insert General Manager Extension Number). If I am out of the office, please contact our Manager on Duty at (Insert Extension Number).

Page 44 of 99

Again, thank you for choosing RAMADA (Insert Property Name). Our entire team is committed to creating caring experiences every person, every time. Sincerely,

(Insert Name) General Manager

This Hotel is Owned by: (Insert Name of Owning Entity) (Insert Address) (Insert Phone Number) (Insert Fax Number) Under a License/Franchise Agreement with RAMADA Worldwide, Inc.

K. L. M.

N. O.

BIBLE. One (1) Bible is recommended to be placed in the drawer of dresser or nightstand. PHONE BOOKS. Phone books are no longer required but it is recommended to have one (1) at the front desk. WIRELESS INTERNET INSTRUCTION CARD. All guestrooms are to have a professionally produced free standing instruction card explaining the free HSIA along with a 24-hour help number. Minimum size is to be 4"x6". PTAC INSTRUCTIONS. Instructions for use of heating and air conditioning controls must be included on or near the unit or in Guest Service Directory. PATIO FURNITURE. Usable balconies and cabana patios must have two (2) armchairs and one (1) table. These items must be outdoor/weatherproof furniture. Table tops must not be glass. ADDITIONAL SERVICES

2206.02

Guests must not be charged for reasonable requests for items such as extra towels, soap, cups and blankets. Such supplies must be accessible by front desk associates on a 24-hour basis when Housekeeping is unavailable. The following additional services must be provided: A. ROLLAWAYS. Rollaways must be available; a charge may apply. Rollways must be in good condition. Properties are required to have a minimum of four (4) rollaways. CRIBS. Cribs must be available at no charge. Cribs must be in good condition. Properties are required to have a minimum of two (2) cribs plus crib sheets and blankets. DRY CLEANING SERVICE. Same-day guest laundry and dry cleaning service must be available Monday through Friday. FREE WIRELESS HSIA. Free Wireless High Speed Internet, provided through one of RAMADAs approved vendors, is required in all guestrooms, public areas and meeting rooms. Page 45 of 99

B.

C. D.

Page 46 of 99

IV. FOOD AND BEVERAGE

The food and beverage requirement for RAMADA Limited properties consists of a free Continental Breakfast as outlined specifically in this Manual. In order for RAMADA (Inn) properties to fulfill the food and beverage requirement, they have two (2) options. Option One is to have a full-service restaurant serving three (3) meals every day plus a cocktail lounge; with room service strongly recommended. Option Two provides the opportunity to serve the free Continental Breakfast as outlined specifically in this Manual plus operate a 24-hour RAMADA Mart as outlined specifically in this Manual. RAMADA Plaza Hotels must provide one (1) full-service restaurant serving three (3) meals every day, with two (2) restaurants highly recommended a coffee shop plus a specialty restaurant. Room service is required, as well as a cocktail lounge. 2300.00 CONTINENTAL BREAKFAST

The RAMADA Free Continental Breakfast is a signature item for the brand. The RAMADA Free Continental Breakfast is required at all RAMADA Limited properties. The RAMADA Free Continental Breakfast, along with the RAMADA Mart, is required at any RAMADA (Inn) property that does not have a full service restaurant and lounge according to specifications laid out in this Manual. For approved layout and design, refer to the RAMADA Continental Breakfast Manual on MyPortal (Departments/Strategic Sourcing/Supplier Resource Center/Hubert 20Ft. Order Guide for Ramada). 2300.01 A. B. C. D. E. F. CONTINENTAL BREAKFAST OPERATIONAL STANDARDS

G. H. I. J. K.

Hours of operation must be a minimum of 6:30am to 10:00am. Hours shall be posted at the entrance of the Hospitality Area. Guests shall be notified of the RAMADA Free Continental Breakfast and hours upon check-in. Guests must be permitted to take breakfast items, in portions sufficient for themselves and anyone else staying in the guests room, from the area. A uniformed associate with nametag must be present during breakfast hours. Tips may not be solicited. A professionally crafted built-in buffet counter(s) to be a minimum 20 linear by 24 deep (30 recommended) is required. Counter top finishes must be of a nonlaminate surface such as tile, sealed wood, Corian, granite, stone, marble, or other natural stone finish. Laminate finishes are not acceptable. Banquet tables are not acceptable. Sufficient outlets must be provided above the countertop to service the microwave oven, toasters, chafing dishes and other equipment. Buffet area must be clean, fully stocked and appliances in working order. A minimum 32 wall-mounted flat panel HD LCD television is required; a 37 wallmounted flat panel HD LCD television is highly recommended. Newspapers and magazines should be available in the hospitality area. Attractive and matching dcor to include plants, centerpieces and accent pieces. Page 47 of 99

2300.02

CONTINENTAL BREAKFAST EQUIPMENT

The following is the minimum standard for equipment and supplies that are required to be placed on the buffet counter. (Note: * Hubert equipment item numbers): A. B. C. D. E. F. G. H. I. J. K. L. M. N. O. P. Q. One (1) wired 2-tier slanted stand (*40797), two (2) trays (*57204), and two (2) double hinged domed lids (*49801) for baked goods One (1) wired 2-tier basket display (*74592) for pre-packaged cereal box or bowl Three (3) half gallon hex canisters with metal cover (*22889) and one (1) 3-tier display rack (*93236) for coffee condiments Two (2) black cold crock dispenser set (*11168) for cream cheese, butter and dairy creamers Two (2) clear 2.0 liter ribbed pitchers with ice tube (*40905) for skim and whole milk Two (2) black wire grate cup/lid organizer (*43955) for cups and lids Eight (8) black ceramic quarter gallon crock (*39345) for hot cereal, utensils, napkins, etc. One (1) red textured melamine bowl (*55678) and (*46017) with black scrolled leg display stand for yogurt One (1) commercial bagel cutter Bagel Biter (*44511) Two (2) commercial 120 volt wide -slot toasters (*64883) One (1) cantilever 3-tier offset stand (*32868) and three (3) textured melamine bowls (*11760 red 10 x 3.25 or *44787 black 11.5 x 3.25) for whole fruit One (1) roll top eight quart chafer (*26161) for hot food along with one (1) hollow handle serving spoon (*29030) Three (3) clear tongs (*99727) Three (3) lemon chili bubbles gourmet filled jars (*19524) as decorative item One (1) two-valve juice dispenser Four (4) airpots for coffee (two regular, one decaf, one hot water) One (1) commercial grade microwave oven with minimum 1000 watt (*37892) CONTINENTAL BREAKFAST OPTIONAL EQUIPMENT

2300.03

(Note: * Hubert equipment item numbers): A. B. C. D. Electric chafer heating unit (*94903) One (1) 2-tier black zigzag basket (*38539) for breakfast sandwiches Black wave sign holder (*43828) to communicate time requirements for hot sandwiches Stainless steel commercial grade waffle maker CONTINENTAL BREAKFAST MENU ITEMS

2300.04

The following menu items are all required to be placed on the buffet counter in the previously specified Hubert equipment: A. CEREAL. One (1) childrens (i.e. Fruit Loops, Frosted Flakes), two (2) adults (i.e. Raisin Bran, Special K), one (1) health (i.e. low fat granola, Corn Flakes), Page 48 of 99

B. C. D. E. F. G.

H.

I.

and one (1) hot (i.e. oatmeal, Cream of Wheat). All cereals are required to be a nationally recognized brand. WHOLE FRUIT. Minimum of one (1) type of whole fruit (i.e. bananas, apples, oranges). BAKED GOODS NON-SWEET. Minimum of three (3) (i.e. white and whole wheat bread, rye bread, bagels, English muffin). BAKED GOODS SWEET. Minimum of three (3) (i.e. muffins, danish, donuts, cinnamon rolls). YOGURT. Minimum of one (1) flavor in individual serving containers. All yogurts are required to be a nationally recognized brand (i.e. Dannon, Yoplait). HOT ITEM. Minimum of one (1) hot item (i.e. breakfast sandwiches, waffles, eggs, pancakes, biscuits with sausage gravy). Daily rotation is recommended. CONDIMENTS. Margarine, butter, cream cheese, jelly, peanut butter, syrup, sugar, sugar substitute (i.e. Equal, Splenda, Sweet & Low) in individual serving sizes are required. BEVERAGES. Regular and decaf coffee (a nationally recognized brand is required), regular and decaf tea (a nationally recognized brand is required), two (2) juices to include orange, apple or cranberry (a nationally recognized brand is required), whole and skim milk (chocolate milk is optional). Half and half creamers, non-dairy creamers. UTENSILS. To-go RAMADA Ripple coffee cups (pre-wrapped is not required) with lids, high quality napkins (cocktail napkins are not acceptable), high quality medium heavy weight disposable forks, knives and spoons, high quality disposable plates (minimum 6) and bowls (minimum 5), beverage stirrers, high quality disposable trays or caf trays. CONTINENTAL BREAKFAST HOSPITALITY AREA

2300.05

The Hospitality Area is a signature feature of a breakfast-only RAMADA. The Hospitality Area shall accommodate at minimum sixteen (16) seats or seating equivalent of twentyfive percent (25%) of the total guestrooms, whichever is greater, as well as the buffet and pantry/storage areas. This area must be conveniently accessible from the lobby. Seating must be designed to provide for a minimum space of fifteen (15) square feet per seat. The Hospitality Area shall be designed as a multi-function area, with its primary function being to accommodate the RAMADA Free Continental Breakfast. The seating areas must also be designed to function as a lounge-conversation area and to possibly accommodate an afternoon coffee and snack service and/or an evening cocktail hour. All furnishings as outlined below, must be attractive, coordinate with the area dcor, comfortable, in excellent physical condition and free of dust, lint, finger marks, stains, smudges and scratches. Hospitality area layout and furniture plan must be submitted in advance to RWI for approval. A. B. C. The Hospitality Area must be designated as non-smoking. This space shall have an open, airy feel. WALLS. A property has the choice to cover the walls with a textured wall finish (i.e. knock down), a durable flat painted finish and a good quality vinyl (minimum Page 49 of 99

D. E.

F.

G. H.

20 ounce, Type II) or a combination of any of the three (3). Fire resistant materials are recommended. FLOORING. Flooring must be ceramic tile or stone (12x12 minimum), acrylic wood or carpet. All carpeting shall be 32 ounce over 32 ounce carpet padding. WINDOW TREATMENT. All windows are to be appropriately covered with drapes and sheers with cornices. Blinds or shutters may be acceptable depending on design and require RWI approval. Fire resistant materials are recommended. SEATING. Chairs at tables must be of a construction that is suitable for heavyduty commercial use and must be fabric upholstery. Banquet/stackable chairs are not permitted. Fire resistant materials are recommended. TABLES. Guest tables for continental breakfast must be 36x36, or 24x30, have a pressure laminate top with self-edging. Banquet tables are not permitted. ARTWORK. All artwork must coordinate with the rooms design, have a suitable frame with a single matt, enclosed behind regular glass, installed with theft proof wall mounts and be of a quantity suitable to each individual room size. Recommend regional scenes for the artwork. CONTINENTAL BREAKFAST PANTRY OR KITCHEN AREA

2300.06 A. B.

C.

D. E. F. G. H. I.

A pantry or kitchen area is required, which is adjacent to the Hospitality Area (minimum area of 250 square feet). Primary cooking equipment is not required; however the pantry area must be large enough to accommodate all required equipment. The property must meet all state and local codes. Pantry equipment must include: commercial grade refrigerator, freezer, icemaker and microwave. A double sink must be provided, in addition, a wall mounted hand sink will be provided if required by local code. A prep counter, storage cabinets and waste receptacle should be provided. If china and silverware are used, a glass washer, glass dolly and glass racks must be provided. At minimum one (1) 1000-watt commercial microwave unit is required in the pantry or kitchen area. Cooling, heating, exhaust and tempered air shall be designed as per the equipment and usage. Flooring must have vinyl tile as a minimum. Non-skid pads should be installed in high traffic areas. Walls must be a minimum painted finish with high quality enamel or epoxy paint. Door shall be a minimum width of three (3) feet. Door closers and kick plates shall be incorporated. Lighting shall be fluorescent, general illumination. Outlets shall be appropriately spaced for current and future use. Plug (GFI) mold is suggested for work counter. RAMADA MART

2301.00

A RAMADA Mart (Mart) is a sundry shop in the lobby near the front desk that offers a variety of merchandise, open 24-hours. The Mart is one (1) component of a two-part option for a RAMADA (Inn) property to satisfy the required food and beverage Standard for RWI. This two-part option offered to our franchisees to replace the restaurant Page 50 of 99

requirement includes both the RAMADA Free Continental Breakfast and the Mart. Assistance with specifications and designs can be found on MyPortal (Departments/Quality Assurance/Operational Standards/RAMADA Mart). 2301.01 A. RAMADA MART CONSTRUCTION AND DESIGN

B.

C. D.

E.

F. G. H.

Mart should be a minimum of eighty (80) square feet. It is strongly recommended that the Mart adjoin with the front desk in order to eliminate the need for any additional staffing and making it convenient for guests to make transactions. Refrigeration and freezer requirements must include: one (1) double glass door refrigerator - 44 cubic feet, six (6) shelves, 55"lx35"dx83.5"h and one (1) single glass door freezer case - 20.2 cubic feet, three (3) shelves, 27.5"lx35"dx83.5"h. The cases must be stainless steel cabinet exterior, front, sides and doors. All doors must be swing type doors. The refrigerator and freezer units must be setin, trimmed with molding and well lit. Shelving requirements must include: one (1) 4'x8' Birch Slatwall Panel with Almond inserts. Counter requirements must include: one (1) eight (8) foot long counter with 4 back splash made of Corian, granite, stone, marble, or other natural stone finish; and located below slatwall as indicated on the diagrams found on MyPortal (Departments/Quality Assurance/Operational Standards/RAMADA Mart). Base cabinets located below the counter must be provided for storage of excess inventory. Base cabinets and counter color must be a neutral color that is coordinated with the rest of the Mart dcor. All shelving, racks, display cases and lighting must be high quality. A sensor must be installed at the entrance to the Mart to chime when a customer enters or exits the Mart. The floor must be constructed of ceramic tile and consistent with the size and design of the lobby and adjoining spaces. RAMADA MART INVENTORY ITEMS

2301.02

Merchandise and equipment shall be displayed and positioned to enhance the guest experience. High quality shelving, racks, display cases, built-in cabinets and counter areas shall be available, clean, organized and well maintained. Inventory shall be displayed in approved baskets, trays and racks. The Mart inventory items shall meet the following RAMADA specifications. All items shall be maintained at the appropriate storage temperatures. Items shall be clean, well organized and well maintained. Perishable items shall be rotated appropriately and displayed for sales only until expiration dates are met. Expired items are not to be offered for sale. The following items are required to be stocked in the Mart. Inventory levels should be based upon demand yet should offer the look and feel of professional presentation and merchandising.

Page 51 of 99

A.

B.

C.

D.

E.

F.

Food Items: Microwavable Frozen Entrees (minimum of three types required): Recommended items: Healthy Choice entrees, Nathans Frozen Foods, Lean Cuisine entrees, Stouffers entrees, regional food purveyors may provide regional entrees. Frozen Desserts (minimum of two types required): Recommended items: Ben and Jerrys individual portions, Fudgesicle, Creamsicle, Ice Cream Sandwich, Frozen Yogurt. Canned entrees (minimum of four types required): Recommended items: Campbells microwavable soups, Kraft assorted microwavable entrees, Chef Boyardee assorted microwavable entrees, Hormel assorted microwavable entrees. Low-fat and low-sodium selections recommended. Snack Items: Candy Bars (minimum of four types required): Recommended items: Milky Way, Snickers, 3 Musketeers, Reeses Peanut Butter Cup. Assorted Snacks (minimum of six types required): Recommended items: Pretzels, microwavable Popcorn, Potato Chips, Cookies, Power Bars, Nuts, Crackers, Beef Jerky, Fresh Fruit, Trail Mix. Beverage Items: Assorted Sodas (minimum of five types required): o Regular and Diet mix required o Coke or Pepsi products recommended Assorted Juices/Vitamin Water (minimum of three types required) Bottled Water (minimum of one type required) Exercise Beverage or Energy Drink (minimum of one type required): Recommended items: Gatorade, Powerade, Red Bull Optional Items (local law permitting): o Regular and Light Beer o Red and White Wine individual servings Oral Care Items: Mouthwash (required) Dental Floss (required) Oral Care Kit (optional) Nail Care Items: Nail Polish Remover (required) Nail File (optional) Nail Clippers (optional) Over the Counter Medical Supply Items: Pain Relievers (minimum of two types required): Recommended Items: Advil, Aspirin, Tylenol. Antacid (minimum of two types required): Recommended items: Rolaids, Tums, Alka Seltzer, Pepcid. Cold or Allergy Relief (minimum of two types required): Recommended items: Contac, Benadryl, NyQuil, DayQuil, Alka Seltzer Cold and Sinus, Airborne, Throat Lozenges. Page 52 of 99

G.

H.

I.

Personal Care Items: Mens Deodorant (required) Womens Deodorant (required) Tampons (required) Eight (8) items from the following list are required: Recommended travel size items: Razor Blades/Razors, Q-Tips, Tissues, Facial Cleanser, Lotion, Make Up Remover, Maxi Pads, Lip Ointment/Chapstick, Condoms, Sun Block, Band Aids, Eye Drops, Contact Lens Solution, Listerine Mouth Strips, Hair Spray, Hair Gel, Knee High Stockings/Pantyhose Garment Care Items: Stain Remover (minimum of one type required): Recommended items: Tide Stick, Shout Spray Guest Laundry Supplies (required if property has a guest laundry; otherwise optional): o Laundry Detergent o Softener o Bleach o Spray Starch or Sizing (optional) Miscellaneous Items (minimum of three types required): Recommended items: State and Local Maps, Magazines, Pool Toys, Local Area Novelties, Playing Cards, Batteries, Disposable Camera, Pens, Pencils, Lint Brush, Tweezers, Sewing Kits, Coloring Books and Crayons, Legal Pads or Tablets. RESTAURANT

2302.00

The restaurant and all dining areas must create a warm and cordial atmosphere that is pleasing to all the senses. A. B. C. D. E. The entrance must be attractive and inviting and the hours of operation must be posted. Signage must be kept at a minimum and used only to satisfy local ordinances. Soft background music is required. Local radio stations must not be used as background music. Room fresheners or exhaust system (mechanical or otherwise) must be used to maintain a pleasant atmosphere, free of smoke and foul odors. The area must be clean and free of clutter in order to enhance the guest's opinion of the decor and staff. RESTAURANT DESIGN

2302.01 A.

B. C.

All furnishings and fixtures must be attractive, coordinated with the area dcor, comfortable, in excellent physical condition, and free of dust, lint, finger marks, stains, smudges and scratches. Food service facilities must have convenient access from the lobby and kitchen areas. To produce a peaceful mood, outside noise must be minimized through the use of proper noise buffers, such as shrubbery and insulated windows. Page 53 of 99

D. E.

F.

G.

H.

All electrical and mechanical devices must be coordinated to avoid disruption of the design theme. CARPET. Carpet must be cut-pile one hundred percent (100%) solution dyed nylon, wool, computer printed, or other approved material with a minimum density of 32 ounce per square yard. A commercial grade 32 ounce carpet pad is required. Direct glue down carpet without pad is not permitted. Ceramic or quarry tile of at least in thickness is acceptable as flooring in areas not carpeted. Acrylic wood flooring of at least 5/16 in thickness is also acceptable. Tile, wood, carpet or vinyl wall base is required in all food service facility areas. The wall base must be flat style and at least 4 high. Fire resistant materials are recommended. WALLS. A property has the choice to cover the walls with a textured wall finish (i.e. knock down), a durable flat painted finish, a good quality vinyl (minimum 20 ounce, Type II) or a combination of any of the three (3). Fire resistant materials are recommended. WINDOW TREATMENTS. All windows are to be appropriately covered with drapes and sheers with cornices. Blinds or shutters may be acceptable depending on design and require RWI approval. Fire resistant materials are recommended. FURNITURE. Furniture must be of commercial grade. Stack type, banquet room chairs are not acceptable. Folding type, banquet tables are not acceptable. Fabrics must have a soil and water resistant finish. High quality vinyl upholstery is acceptable. RESTAURANT - SUPPLIES

2302.02 A.

B. C. D. E. F. G. H. I. J.

Table linen or placemats are required, must be properly sized, clean, wrinkle free and in excellent condition. Paper placemats are acceptable for RAMADA (Inn) properties only and are not recommended for evening meal service. Stainless and/or silver cutlery/flatware must be used. Plastic or Styrofoam cutlery/flatware/tableware is not acceptable. An attractive container of good quality wrapped hard candies or mints must be available at the host/hostess stand. Tip jars or the solicitation of tips in any manner is not permitted. Menus must be exact and precise in the definition of food items, ingredients, quality, origin and portion sizes. Menus must be professionally produced, without handwritten alterations. Only menus that are clean, free of spots, and not dog-eared may be presented to customers. A combination paper placemat/menu is permitted for breakfast service only. Pricing and portion size is at the discretion of the management. Children's portions and pricing are required at all RAMADA properties, either as part of the regular menu or on a separate children's menu. RESTAURANT HOURS OF OPERATION

2302.03 A.

Food and beverage operation is required for all three (3) meal periods, seven (7) days per week for RAMADA (Inns) and RAMADA Plaza Hotels. Full menu food service in the restaurant area must be provided at breakfast for hours between 6:30am and 11:00am, at lunch for a minimum of two (2) hours between 11:30am Page 54 of 99

B.

C.

and 2:00pm, and at dinner for a minimum of three (3) hours between 5:00pm and 10:00pm. Airport properties must provide dinner service until 10:00pm. It is recommended that limited food service be available during the hours the restaurant is closed with a limited menu. A limited pub menu, served in the lounge, may be acceptable subject to prior approval by RWI for certain days and meal periods. This is not an acceptable option for RAMADA Plaza Hotels. RAMADA Plaza Hotels must make available a limited breakfast menu at all times and 24-hour service is recommended. RESTAURANT - ROOM SERVICE

2302.04 A.

B. C. D.

Room service for RAMADA (Inn) is optional but should be dictated by market demands. RAMADA Plaza Hotels must offer room service during normal restaurant hours. A 24-hour room service is recommended. Guests must wait no longer than thirty (30) minutes for delivery of their room service order and in all cases must be advised of the expected delivery time. A twice a day regular schedule must be established and rigorously enforced for picking up room service trays. Stainless and/or silver cutlery/flatware must be used for room service place settings. Plastic or Styrofoam cutlery/flatware/tableware is not acceptable. COCKTAIL LOUNGE

2303.00

The atmosphere and service in the cocktail lounge must reflect the highest Standards to best satisfy both RAMADA customers and local patrons. A cocktail lounge is required for all RAMADA (Inn) and RAMADA Plaza Hotels. A. B. C. D. E. The entrance must be attractive and inviting and the hours of operation must be posted. Signage must be kept at a minimum and used only to satisfy local ordinances. Soft background music is required. Local radio stations must not be used as background music. Room fresheners or exhaust system (mechanical or otherwise) must be used to maintain a pleasant atmosphere, free of smoke and foul odors. The area must be clean and free of clutter in order to enhance the guest's opinion of the decor and staff. COCKTAIL LOUNGE DESIGN

2303.01 A.

B. C. D.

All furnishings and fixtures must be attractive, coordinated with the area dcor, comfortable, in excellent physical condition, and free of dust, lint, finger marks, stains, smudges and scratches. Lounge facilities must have convenient access to the lobby area. Soundproofing must be sufficient to prevent normal sound levels from reaching adjacent guestrooms and public space. Mechanical devices and electrical devices must be incorporated into the overall dcor to avoid disruption of the design theme. Page 55 of 99

E.

F.

G.

H.

CARPET. Carpet must be cut-pile one hundred percent (100%) solution dyed nylon, wool, computer printed, or other approved material with a minimum density of 32 ounce per square yard. A commercial grade 32 ounce carpet pad is required. Direct glue down carpet without pad is not permitted. Ceramic or quarry tile of at least in thickness is acceptable as flooring in areas not carpeted. Dance floor area or wood floors are to be 5/16" acrylic wood flooring. Tile, wood, carpet or vinyl base is required in all cocktail lounge areas. Wall base must be the flat type and at least 4 high. Fire resistant materials are recommended. WALLS. A property has the choice to cover the walls with a textured wall finish (i.e. knock down), a durable flat painted finish, a good quality vinyl (minimum 20 ounce, Type II) or a combination of any of the three (3). Fire resistant materials are recommended. WINDOW TREATMENTS. All windows are to be appropriately covered with drapes and sheers with cornices. Blinds or shutters may be acceptable depending on design and require RWI approval. Fire resistant materials are recommended. FURNITURE. Furniture must be of commercial grade. Folding style, banquet tables are not acceptable. Stack type, banquet chairs are not acceptable. Bar stools must have a back not less than 8 high. High quality vinyl upholstery is acceptable. COCKTAIL LOUNGE - BAR

2303.02 A.

B. C. D. E. F. G. H. I. J.

Front bar and all stand-up bars must have a foot rail or step that must be 8 off the floor. The bar must be constructed of wood, metal, stone, or other suitable decorative material. The bar must be provided with an arm rest, foot rail and bar type of non-absorbent and alcohol-resistant finish. The aisle behind the bar must be a minimum width of three (3) feet. The bar must contain provision for hot and cold water, electrical outlets and floor drains. Built-in trash containers at the bar are required. Bottle storage cabinets with doors, heavy duty locks and concealed hinges must be provided behind the bar. Liquor bottles that are visible to the customer must be clean at all times. Hanging-type glass racks are not recommended. Glassware must be clean, sparkling and free of chips or cracks at all times. Plastic, Styrofoam or paper products are not acceptable. Table and bar surfaces must be free of spillage, spots, chips and warping at all times. The back bar and cash register must be free of clutter. Associates personal belongings must be kept out of sight of the customer. COCKTAIL LOUNGE - ENTERTAINMENT

2303.03

Entertainment in the lounge area must enhance the guest's experience as well as the RAMADA image. A. Live entertainment is recommended. Page 56 of 99

B. C.

D.

E.

Entertainment must reflect a quality image and must be devoid of profanity and obscenity. Persons providing entertainment, including instrumentalists, bands and singers, must also project a quality image; that is, they must be fully and appropriately dressed, well-groomed and clean. Patrons are also expected to project the same Standards of appearance and behavior. Management may control admittance to ensure that a proper atmosphere is maintained for all guests. Staging, lighting and sound equipment must be professionally installed. KITCHEN

2304.00

The kitchen area should be organized to provide maximum efficiency in the preparation and delivery of food and should be kept clean at all times. 2304.01 A. B. C. D. E. F. G. KITCHEN - EQUIPMENT AND SUPPLIES

All doors should have kick and hand plates. All wall corners exposed to heavy traffic must have corner guards. Kitchen flooring should be ceramic or quarry tile with cove base. Walls and ceilings should be non-porous and have a cleanable surface. Exterior entrances/exits should be equipped with a screen door or insect control device. Whenever swinging doors are used, they should be clearly marked "in" and "out" and have a see-through pane of glass. All freezers and walk-in refrigerators should have removable stainless steel shelving. All walk-in refrigerators and freezers should be equipped with an outside light switch and thermometer that is readable from the outside. KITCHEN - STORAGE

2304.02 A. B. C. D. E.

Adequate storage space should be provided for all food and equipment so that it can be secured during all hours. All foods stored in refrigerator storage should be covered, with all utensils removed. The dry foods storage should be clean and neat. All foods should be stored off the floor, should be properly labeled, and kept free of insects and vermin. All non-food items including, but not limited to, chemicals, insect sprays, and cleaning fluids should be stored in a separate room. KITCHEN - SANITATION

2304.03 A. B.

The kitchen walls, floor, ceiling, doors and windows should be in excellent condition and clean at all times. All equipment should be in operating condition and should be free of grease, baked-on food, soil, spillage and spots. Page 57 of 99

C. D.

All hot water fixtures in the kitchen area should have a minimum water temperature needed to sanitize utensils, dishes, flatware and glassware. The kitchen area should be free of insects and vermin. KITCHEN - MAINTENANCE

2304.04 A. B. C. D.

The kitchen entrance should be kept clear of any obstruction. Leaking faucets should be repaired. Associate restrooms and locker rooms should be clean, sanitary, properly lighted, equipped with a soap dispenser, mirror and disposable towels or hand dryer. The back door area should be kept clean and free of debris, vermin and insects; should be free of used equipment. Grease cans should be covered.

REMINDER: Restaurants, bars and similar establishments may be highly regulated in your local market. Laws and regulations may govern, among other things, the temperature that perishable foods must be stored at the water temperature for washing dishes, glasses and flatware; the wearing of hair nets, gloves and other clothing by food handlers; sanitation of kitchen equipment; the control of insects and rodents; the installation of ansul systems and other fire safety equipment; and the service of alcohol to minors or intoxicated patrons. In addition, obtaining local license(s) and periodic health inspections may be required. Check your local laws. 2305.00 MEETING ROOMS

RAMADA (Inn) and RAMADA Limited properties must provide a minimum of one (1) meeting room with minimum seating for sixteen (16) people. For properties with fewer than ninety (90) rooms, a guestroom with a Murphy/Sico bed is an approved alternative. RAMADA Plaza Hotel properties require a meeting room to accommodate a minimum of one hundred (100) people with an unobstructed view of the speaker's table. A Boardroom" with seating capacity of sixteen (16) is also required at a RAMADA Plaza Hotel. Meeting rooms must provide a pleasant and comfortable atmosphere which is conducive to business. A. The "Boardroom", as required for all RAMADA Plaza Hotels, must be equipped with wet bar, built-in china storage, built-in white board, screen and sound system. Executive quality furniture must be provided. All event functions and room assignments must be posted daily on a RAMADA approved framed function board or equivalent in the lobby area. Professionally produced "Meeting in Progress" signage on exterior meeting room door is required. Information on available equipment, room dimensions and capacities and menus (banquet or restaurant) must be available for quick references at the front desk, sales office, and GMs office. Every RAMADA must provide food and beverage service in the meeting rooms. This service must be in compliance with jurisdictional codes. High quality paper and plastic service ware are acceptable for those properties without commercial Page 58 of 99

B. C. D.

E.

F.

dishwashing equipment. It is recommended that these limited service properties make arrangements with a local catering service. The rooms must be free of musty odors and smoke. MEETING ROOMS DESIGN

2305.01 A. B.

C. D.

E. F.

G.

H. I.

J.

K.

L. M.

N.

Banquet and meeting rooms must have convenient access from the lobby and kitchen. The service kitchen or corridor must be constructed so as to shield the banquet or meeting room from kitchen noise or public view by the use of service vestibules or buffer walls. All food service access must be through a pair of in and out doors which must be located to minimize cross traffic and interruption of activity at the head table. A storage area must be provided for chairs, tables, portable platforms, display materials, and other miscellaneous banquet/meeting equipment. The storage area must be conveniently located to the banquet/meeting room served. Coat rooms or coat racks must be provided in locations as dictated by climate. CEILING HEIGHT. Recommended meeting room ceiling heights are as follows: Up to 4,000 square feet twelve (12) feet minimum height 4,000 to 6,000 square feet fourteen (14) feet minimum height 6,000 to 10,000 square feet sixteen (16) feet minimum height PARTITIONS. Movable partitions must be vinyl covered, and must stack when open in a manner to avoid restriction of visibility. It is recommended that movable partitions stack outside of a meeting room proper. Accordion-type folding partitions are not recommended. Movable partitions must have a STC rating of fifty (50). MUSIC. Background music must be controlled by an on/off switch. LIGHTING. Banquet and meeting room lighting must be dimmer-controlled, with a separate control for each divided space. The lighting must be recessed incandescent or fluorescent type. Wall sconces are an approved source of lighting. WALL. A property has the choice to cover the walls with a textured wall finish (i.e. knock down), a durable flat painted finish, a good quality vinyl (minimum 20 ounce, Type II) or a combination of any of the three (3). Fire resistant materials are recommended. WINDOW TREATMENTS. Window treatments must provide one hundred percent (100%) blackout capability. RAMADA Plaza Hotels must have one hundred percent (100%) blackout draperies and over draperies (two-track drapery treatment). Fire resistant materials are recommended. CHAIRS. Stack chairs must have fabric upholstered seats and backs. Vinyl is not acceptable. CARPET. Carpet must be cut-pile one hundred percent (100%) solution dyed nylon, wool, computer printed, or other approved material with a minimum density of 32 ounce per square yard. A commercial grade 32 ounce carpet pad is required. Direct glue down carpet without pad is not permitted. Wood, carpet or vinyl wall base is required in banquet and meeting rooms. Wall base must be a flat style and at least 4 high. Fire resistant materials are recommended. ELECTRICAL OUTLETS. Adequate electrical outlets must be available Page 59 of 99

O.

P.

TELEPHONE JACK. A minimum of one (1) telephone jack must be provided in each meeting room. Larger meeting rooms (over 2,500 square feet) should be wired with a minimum of two (2) telephone jacks per section PEEPHOLES. Peepholes installed on entrance doors and service doors of meeting rooms (from the outside in) are required. MEETING ROOMS EQUIPMENT AND SUPPLIES

2305.02 A. B.

C.

D.

Wireless internet access is required in meeting rooms. Property may charge for this service; however, this is not a recommended practice. Every RAMADA property with meeting space must have available, on site, the following equipment which must be in good condition: Lectern (standing or tabletop) with current RAMADA logo Flipchart easel and pads Extension cords Power strips All RAMADA properties must also have a source from which customers can rent equipment: Screen Monitor LCD projector Overhead projector CD/DVD player Microphone Attendees of all meetings must be supplied with meeting note pads, pens or pencils, glasses and water. Small candies are recommended for RAMADA (Inn), and are required for RAMADA Plaza Hotels. MEETING ROOMS CLEANLINESS AND MAINTENANCE

2305.03 A. B. C.

When not in use, all meeting rooms must be kept clean and available for showing. One (1) room must be kept set up for showing at all times. All carpets, doors, walls, ceiling and room dividers must be clean and in excellent condition. All furnishings and fixtures must be in good condition and in a good state of repair.

Page 60 of 99

V. PUBLIC AREAS

2400.00

BUILDING

The building shall be attractive, inviting and have noticeable design elements. All areas must present an attractive and comfortable appearance to the guest and must be maintained in a clean and sound condition. A. All properties are required to have a modern and contemporary appearance and/or be architecturally competitive in the local market. This is to include roofline enhancements (i.e. mansard roofline, parapet roofline), exterior enhancements (i.e. stucco, dry-vit), and upgraded landscaping. Approved RAMADA design features are required to be included in all exterior enhancements. Obtain current design features and landscaping designs on MyPortal (Departments/Construction and Renovation Services/Architectural Resources/Design Features). All exterior renovations and plans must be approved in advance by RWI. The interior and exterior surfaces of buildings must be maintained in a good state of repair at all times. Deficiencies such as peeling paint, missing shingles, soiled exterior finish and obvious cracks in the masonry must be corrected. The loading dock, kitchen service areas and dumpsters must be screened from view by fencing or adequate landscaping. The GM and/or the Chief Engineer should regularly inspect these areas of the RAMADA property, noting deficiencies and specifying actions to remedy them. LANDSCAPING AND GROUNDS

B.

C. D.

2401.00 A. B. C. D. E.

The minimum landscape area should be twenty percent (20%) of the property. Landscaping and grounds must be attractively designed and kept clean. The lawn and planted areas must be free of weeds and properly edged. The use of flowers is required, particularly at the entrance of the RAMADA property, around the porte-cochere and around the pool area. Grounds should be inspected twice daily to remove debris and trash from shrubbery and other planted areas. PARKING AREAS AND DRIVEWAYS

2402.00 A. B. C. D. E.

Adequate parking space must be provided. It is strongly recommended that parking be free. Parking areas must be well marked with stripes and be clean, free of refuse and obstructions and in good repair. Curbing or bumpers must be provided to protect all landscaping. Snow and ice should be removed when necessary by plowing and/or use of a melting compound. The GM and/or the Chief Engineer should regularly inspect these areas of the RAMADA property, noting deficiencies and specifying actions to remedy them. PORTE COCHERE AND ENTRANCE Page 61 of 99

2403.00

A.

B.

C. D.

A porte cochere must be in place and maintained in good condition, free of cracks and structural damage. The porte cochere and property entrance shall be clean and well lighted. Traffic through the porte cochere shall remain unobstructed. Courtesy/utility vehicles should not obstruct the free flow of guest arrival and departures. Parking these vehicles under the porte cochere should be discouraged. Ash urns and waste receptacles shall be conveniently located adjacent to all property entrances. Receptacles shall be regularly emptied. The entrance doors to the lobby must be either vestibule-type storm doors or revolving doors where the temperature is below freezing for long periods of time. If revolving doors are used, an additional hinged door, a minimum of three (3) feet wide, must be provided to accommodate guests with luggage and to satisfy exit requirements. Revolving doors are not considered an emergency exit. Automatic horizontal sliding aluminum entrance doors with a motion detection device are recommended. SIGNAGE

2404.00

As an important part of the RAMADA image, signage and promotional material must be consistent with the decor and serve the guests' needs. The franchisee is required to contact RWI for complete sign drawings, specifications and approvals. Only RWI approved sign vendors are allowed to be contracted. All signage and logo requirements can be found on MyPortal (Departments/Marketing/Graphic Guidelines and Templates/BrandRamada.com). It should be noted that use of the Inn tier designation is no longer permitted. Only RAMADA should be used for the core brand tier properties. The use of wording, such as "American Owned or "American Owned and Operated" on billboards, other signage or collateral materials is strictly prohibited anywhere on the hotel property. 2404.01 SIGNAGE - EXTERIOR

Signs must present an attractive and inviting appearance to the guest and must be maintained in a clean, and well-lighted condition. A. An RWI approved electrical exterior sign indicating the property tier designation (i.e. RAMADA Limited, RAMADA (Inn), or RAMADA Plaza Hotel), meeting jurisdictional codes, must be installed at or near the front entrance to the RAMADA property. A RAMADA Limited must have the signature monument sign. If the RAMADA property sign does not comply with jurisdiction codes, then deviations from the Standard design must be reviewed and approved by RWI. The exterior signage and its supporting structure and base must be well maintained, properly lighted, and in good state of operation at all times. No other signs may be attached to the sign without prior written approval from RWI. Outdoor illuminated signs must be controlled by a photoelectric device or automatic timer.

B.

C.

Page 62 of 99

D.

E.

F.

G. H. I.

All exterior signs that display the RAMADA name, logo, trademark, and slogans must be approved by RWI prior to use. Those signs such as portable signs, flashing signs or hand painted signs are not acceptable. Quality Standards, engineering and design specifications, and approved art and copy for on-site and highway signs are available to all properties. All signs, including outdoor billboards, must conform. Regardless of source, the design, specifications, art copy, comprehensive maintenance contract, and proposed location for any such sign must be submitted to RWI. The location and any deviations from Standards must be reviewed and approved by RWI prior to installation. Billboard signs and copy must conform to current RAMADA Standards and graphics as found on MyPortal (Departments/ Marketing/Graphic Guidelines and Templates/BrandRamada.com). They must be properly lit and easy to read, and be in good state of repair. Advertising of rates on billboards is strongly discouraged; however is permitted within the following guidelines: Rate advertising must either be posted at the property or within the city or county in which the property is located. If billboard advertising is used within the city and county in which the property is located, the advertising must not in any way be representative of any other RAMADA properties nearby. All signage for rates must be professionally prepared and of a permanent nature and approved by RWI. No canvas signs or portable trailer type advertising is permitted. Billboards or other signage must not be shared with competitors. Properties may not display a sign indicating "vacancy" or "no vacancy". The GM and/or Chief Engineer should regularly inspect these areas, noting deficiencies and specifying actions to remedy them. SIGNAGE - INTERIOR

2404.02 A.

B.

C.

D.

E.

Signage in the lobbies, guest corridors, banquet/meeting areas, dining rooms, lounges, Marts and other guest areas shall be in place and shall be clear, concise and uniform throughout the property. All signage shall be professionally produced and coordinate with the dcor and the approved graphic Standards as found on MyPortal (Departments /Marketing /Graphic Guidelines and Templates/BrandRamada.com). The following signs are required at the front desk: Check-in and check-out time "Manager on Duty" name plaque "This facility is Independently Owned and Operated under a Franchise Agreement with RAMADA Worldwide, Inc.". This signage is required to be posted at the front desk and in the restaurant. A reader board shall be prominently displayed in the lobby to post all daily functions and meeting room assignments. The reader board shall be constructed of high-quality material. It is required that information posted be current regarding times and locations of daily events. Handwritten signs are not permitted for any reason. Page 63 of 99

F. G.

All signs must be worded in a positive manner, avoiding prohibitive phrases, such as "no checks cashed". Room directional signs must be displayed at the main entry point of each floor (i.e. opposite the main staircase or elevator bank). FLAGS

2404.03

Flags are not required but highly recommended to add to the curb appeal of the building. A. B. C. Flags shall be displayed properly and be maintained in good condition. If flags are raised and lowered each day, proper care shall be used when raising or lowering the flag. If flown continuously, the flags shall be illuminated at night. Approved flags include the U.S. and Canadian flags, RAMADA with appropriate tier logo flags, and the state and province flags. LOBBY AREA

2405.00

The lobby area is important to a guest's first impression and so must project a warm and cordial atmosphere designed to make the guest feel welcome and comfortable. A. The lobby area for a RAMADA (Inn) and RAMADA Limited must be at least 800 square feet. The lobby area of a RAMADA Plaza Hotel must be at least 1200 square feet. There must be a direct access from the lobby entrance to the front desk without changing levels unless ramps or elevators are provided. Outside noise must be minimized with well-sealed windows and proper insulation to maintain a tranquil atmosphere. Air shall be clean, fresh and maintained at comfortable temperature levels. Unpleasant odors must be eliminated. A paging system is recommended and background music is required. Background music must be taped, MUZAK or equivalent; no local radio stations. A minimumsized, 37 wall mounted flat panel television tuned to a 24-hour major all-news network (CNN), a 24-hour major all-sports network (ESPN) or a 24-hour allweather network (TWC) is an acceptable alternative. All properties are required to have one (1) house phone in the lobby. LIGHTING. The lobby must be well-lit. Lighting must be controlled in a way that produces a soft effect, without glare, allowing for reading. Exposed fluorescent lighting is not permitted. A dimmer control switch is required. Shielded accent lighting is recommended for all pictures and special wall decor. Main lobby chandelier must be on a hand dimmer at the front desk. Wall sconces must be securely mounted and must not extend more than 4" from the face of the wall. The bottom of the wall sconce must not be less than 5' from finished floor. WALLS. A property has the choice to cover the walls with a textured wall finish (i.e. knock down), a durable flat painted finish and a good quality vinyl (minimum 20 ounce, Type II) or a combination of any of the three (3). Fire resistant materials are recommended. ARTWORK. Mirrors and artwork shall be coordinated with the surrounding dcor. Page 64 of 99

B. C. D. E.

F. G.

H.

I.

J. K.

L.

M. N.

WINDOW TREATMENTS. Window treatments are required. Color and design of lobby window treatment must coordinate with all other furnishings. SEATING. Adequate seating must be provided in the lobby area. A minimum of ten (10) seats plus one (1) for every fifteen (15) rooms in excess of 150 is recommended. It is recommended that RAMADA Plaza Hotels have a minimum of twenty (20) seats plus one (1) for every fifteen (15) rooms in excess of 200. Seating must be arranged to allow guest traffic easy access to all public areas. Main lobby seating sofas and chairs must be of a commercial grade and must coordinate with other lobby furnishings. Fabrics and surfaces must feel pleasant and non-irritating. Vinyl upholstery is not acceptable. FLOORING. The following flooring options are acceptable in the lobby area: Carpet must be cut-pile one hundred percent (100%) solution dyed nylon, wool, computer printed, or other approved material with a minimum density of 32 ounce per square yard. A commercial grade 32 ounce carpet pad is required. Direct glue down carpet without pad is not permitted. Fire resistant materials are recommended. Quarry, granite or decorative tile treatment must be at least in thickness. Vinyl type tile or vinyl sheeting is not acceptable. Acrylic wood flooring is acceptable and must be at least 5/16 thick. Tile, wood, carpet or vinyl wall base is required in all lobby areas. Wall base must be a flat style and at least 4 high. ELECTRICAL OUTLETS. Duplex receptacles must be within six (6) feet of each lamp and at forty (40) foot intervals for cleaning and maintenance. BELLMANS CLOSET. A bellmans closet with a locking door is recommended for temporary storage of the guest luggage, dry cleaning, and bellmans carts. This area must have direct view of the main lobby entrance, as well as the front desk. It must be kept neat, clean and in good condition. FRONT DESK AREA

2406.00

The front desk area is important to a guest's first impression and so must project a warm and cordial atmosphere designed to make the guest feel welcome and comfortable. A. The front desk must be at least twelve (12) feet long for properties with 150 rooms or less. For each additional 150 rooms, the front desk must be increased by six (6) feet in length. At least one (1) section of the front desk must be at least 36"l x 36h. The front desk must have a Corian, granite, marble or other natural stone finish top. The front desk must be open and properly staffed 24-hours a day. The front desk and any public area (i.e. hospitality room, swimming pool, fitness room) may not be shared with another hotel brand. The switchboard must be conveniently located but not in view of guests approaching the front desk. The telephones to be used at the front desk station are to be of an electronic type with calling number displayed. The calling number display will display the extension number calling the front desk, specifically the guestroom calling. The calling number display can be an integral part of the telephone hardware itself or it can be a peripheral unit mounted so that it can be easily seen. The electronic Page 65 of 99

B. C. D. E.

phones used at the front desk should have multi-line capabilities. All of the lines ringing to the front desk should appear on all front desk telephones. There should be one (1) telephone per front desk station. A telephone jack should be provided, one (1) per station for a credit card authorization terminal 2407.00 A. B. PUBLIC RESTROOMS

C. D. E. F. G.

H. I.

J. K.

L.

M.

Public restrooms must be conveniently located and accessible from the lobby, food and beverage areas, meeting area and swimming pool. Separate men and womens facilities are required. One (1) unisex restroom facility located in the lobby is an acceptable alternative for properties with seventy-five (75) rooms or less. Urinal vision blocks must be provided. Stalls must be a minimum of three (3) feet wide by five (5) feet deep. Toilet partitions must be ceiling hung or floor mounted. Toilet must be an elongated bowl with an open front seat, no lid. Lavatories must be recessed in a natural stone or solid surfacing vanity top with matching backsplash. Plastic laminate finishes are not acceptable. They must have a concealed support system. Ceramic tile is required on walls behind all plumbing fixtures. A property has the choice to cover the walls with a textured wall finish (i.e. knock down), a durable flat painted finish and a good quality vinyl (minimum 20 ounce, Type II) or a combination of any of the three (3). Fire resistant materials are recommended. Floors are required to be 6x6 minimum ceramic tile with ceramic tile cove base. The following fixtures and supplies shall be in place in each public restroom (unless otherwise noted): One (1) full length plate glass decorative mirror with frame and concealed fasteners in each restroom. Each stall must have a door with an operable privacy lock Each stall must have a hook One (1) reserve roll type toilet tissue dispenser per stall One (1) sanitary napkin disposal in each stall of ladies restroom One (1) toilet seat cover dispenser per stall Two (2) rolls of facial-quality toilet tissue per stall or bulk dispenser Two-ply facial tissue enclosed in box/dispenser One (1) soap dispenser for each lavatory Towel dispenser with top quality paper towels and/or blow dryer Towel disposal Public restrooms must be cleaned and inspected every two (2) hours during operation of public facilities. Debris shall not be evident and waste receptacles shall be emptied well before waste overflows. Ventilation systems shall be working properly and the air quality shall be fresh. CORRIDORS/WALKWAYS/STAIRWELLS/ELEVATORS

2408.00

Page 66 of 99

All corridors, walkways, stairwells and elevators must appear attractive to the guest and must be maintained in a clean and sound condition. A. Interior corridors that provide access to guestrooms must be minimum of five (5) feet wide with recessed entrances to the guestrooms of one (1) foot minimum both sides or six (6) feet wide with no recess at guestroom doors. Exterior corridors must have a minimum of a five (5) foot clearance at the narrowest point. Dead-end corridors must be avoided, but, if necessary they must not exceed twenty (20) feet long. Corridors with windows at dead end must have window treatment, unless windows serve as a vantage point to a scenic view. Interior corridor lighting can be ceiling-mounted or wall hung. If wall fixtures are used, they must not extend more than 4 from the face of the wall. Bottom of the fixture if wall hung, must not be less than five (5) feet from the finished floor. If the fixture is ceiling mounted, the bottom of the fixture must not be less that 6' 8" from the finished floor. All fixture parts must be non-tamperable. Exposed fluorescent tubes or incandescent lamps are not acceptable. The height of corridor ceilings must be a minimum of eight (8) feet. The ceiling finish must be of a spray-on type with decorative acoustical texture or durable solid construction. Lay in acoustical tile is not recommended. If used, size to be a maximum of 2'x2'. A property has the choice to cover the walls with a textured wall finish (i.e. knock down), a durable flat painted finish and a good quality vinyl (minimum 20 ounce, Type II) or a combination of any of the three (3). Fire resistant materials are recommended. Interior corridor carpeting is required. Carpet must be cut-pile one hundred percent (100%) solution dyed nylon, wool, computer printed, or other approved material with a minimum density of 32 ounce per square yard. A commercial grade 32 ounce carpet pad is required. Direct glue down carpet without pad is not permitted. A 4 vinyl, carpet or wood wall base is required. Fire resistant materials are recommended. Corridor signs required are as follows: room directional signs, ice and vending locations, identification of lobby and public areas. "Helvetica" typestyle is recommended, no less than 1 high and the bottom of all signs must be five (5) feet from the floor. Corridors and walkways shall be free of debris, litter and obstructions, and shall be well maintained. Exterior walkways shall be kept clear of ice and snow during periods of inclement weather. No storage of any kind is permitted under stairways, in any interior corridors or hallways, or any exterior covered corridors, walkways or breezeways. Elevators must be in excellent working condition and free of interior damage. Elevator walls and doors require stainless steel, a high pressure laminate or a similar upgraded finish. Elevator floors must match the interior corridor carpet or have an upgraded tile such as ceramic or stone. At elevator lobbies, ceiling treatment must include extra lighting, furniture and detailing to highlight the area. Page 67 of 99

B. C. D.

E.

F.

G.

H.

I.

J. K. L. M. N.

O.

These areas of the property must be inspected daily, noting deficiencies and specific actions to remedy them. RECREATIONAL FACILITIES RECREATIONAL FACILITIES SWIMMING POOL

2409.00 2409.01

All RAMADA properties should have a swimming pool. All RAMADA Plaza Hotels must have a swimming pool, plus a Hot Tub or Sauna. A. The swimming pool area or hot tub area, including the deck, must be clean, attractive, and must be maintained in this condition year round. The area should be kept free of litter and refuse, especially breakable items such as bottles, dishes, and articles made of metal or glass. A minimum landscape area should be twenty percent (20%) of the pool area. Minimum furnishings for the pool area must be as follows: Four (4) umbrella stand tables, each with umbrella (for outdoor pools) and four (4) straight chairs per table Ten (10) sun or chaise lounges All furnishings must be nationally known manufacturer's first line with a 2 metal frame, heavy-wall aluminum or vinyl-coated steel. Sun and water resistant cushions are acceptable. All pool furniture must be matched. Further, it must be maintained in a clean and attractive condition and must enhance the overall appearance of the pool, deck and surrounding areas. Both swimming pool area and whirlpool area must be fenced or have other type of approved enclosure with a self-closing, self-latching gate to restrict access to guests, and must be in excellent condition. Chain link fencing is not acceptable. All indoor swimming pools must be heated. Outdoor pools must be piped to accommodate heating equipment and heated if so advertised. All pools, indoor or outdoor, must be equipped to maintain proper water clarity. The chemical balance of pool water should be tested and recorded at least daily to maintain water clarity. A sign should be posted indicating pool hours and any rules of usage. Pumps, filters, and the equipment area should be clean, neat, properly vented and maintained in good working order at all times. During off-season, the cover for the below ground equipment area must be properly in place at all times to maintain a neat and attractive appearance to the exterior of the property. The swimming pool area must have ample storage for equipment and maintenance items. The pool area must have a courtesy telephone with direct dial to the front desk for the convenience of the guest. Trash receptacles must be convenient to the guest, be of commercial grade, attractively covered and must be emptied a minimum of once daily. Non-breakable ashtrays should be available in the outdoor pool area. Ashtrays are not acceptable in the indoor pool area. Page 68 of 99

B. C.

D.

E.

F.

G. H. I. J. K. L.

M. N. O. P.

Q.

This area of the RAMADA property should be inspected at least daily during operating season, noting deficiencies and specific actions to remedy them.

REMINDER: Franchisees are required to comply with all applicable laws, codes and regulations in the operation and maintenance of their properties, including those relating to swimming pools. These may require that pools have perimeter fencing, depth markers, life preservers, other safety devices, and posted safety instructions; regulate the use and storage of pool chemicals; and prohibit or regulate the installation of diving boards and underwater lighting fixtures. Whirlpool spas, saunas and similar recreational facilities may also be regulated including, among other things, the installation of timers on heating devices. Check your local laws. 2409.02 RECREATIONAL FACILITIES FITNESS ROOM

All RAMADA properties must have a fitness room. Minimum hours of operation are 6:00am to 10:00pm. Each fitness room must have a minimum of the following equipment: A. A minimum of three (3) pieces of commercial, state of the art exercise equipment is required. Of the three (3) pieces, a treadmill and recumbent bike is required. The third and additional pieces can be any of the following: treadmill, recumbent bike, rowing machine, elliptical trainer, cross-trainer, stair climber, or multi-station weight machine. Water fountain, water cooler stocked with cups, or bottled water. A sign should be posted indicating hours of operation and any rules of usage. A wall or ceiling mounted 32 flat panel HD LCD television is required. Clean towels available in a stand or shelving rack and a separate container labeled for dirty towels. A wall mounted courtesy telephone with direct dial to the front desk for the convenience of the guest. A lockset that is operable by any guestroom key is required. One (1) full wall, floor to ceiling, mirror. Visibility into the room from the outside is required at all times. An HVAC system for a comfortable odor-free environment is required. A commercial grade rubberized mat flooring specifically designed for fitness areas is recommended. Wood or carpet is an acceptable alternative. Wall base must be the flat type and at least 4 high. A property has the choice to cover the walls with a textured wall finish (i.e. knock down), a durable flat painted finish, a good quality vinyl (minimum 20 ounce, Type II) or a combination of any of the three (3). Fire resistant materials are recommended. RECREATIONAL FACILITIES - MISCELLANEOUS

B. C. D. E. F. G. H. I. J. K.

L.

2409.03 A. B.

Tennis courts are optional; if they are on property they must be maintained in a ready to use condition with all services and materials in good condition. Childrens playgrounds are optional; if they are on property they must be maintained in a ready to use condition with all services and materials in good condition. Page 69 of 99

C.

Game rooms are optional; if they are on property, they must not be visible or audible from the entrance of the lobby, lobby area or front desk. BUSINESS CENTER AND SERVICES

2410.00 A.

B.

A Business Center located in a separate area off the lobby is required for all RAMADA Plaza Hotels and available to guests 24-hours a day. The following items are the minimum requirements and are to be free of charge to guests: One (1) computer is required for every seventy-five (75) guestrooms. Computer must be equipped with a word processing program and free wireless HSIA One (1) wired HSIA port Printer/Fax Machine Copying Capability Telephone with free access for 800 numbers Office supplies (i.e. pens, pads, stapler, tape, scissors, etc.) For RAMADA (Inn) and RAMADA Limited properties, one (1) computer desk is required for every one hundred (100) guestrooms. A professionally built computer desk with one (1) computer station available for guest use is permitted in the lobby as a business center solution. The computer must have complimentary wireless HSIA and printing capabilities. The copying capability and fax requirements can be handled by the front desk. The computer desk must be available 24-hours a day. ICE/GUEST LAUNDRY/VENDING MACHINE AREAS

2411.00 A.

B. C.

D. E.

F.

G.

The vending area must be designed so that the machines are not visible from the lobby and corridors. The area itself must be easily accessible and identifiable by the guest, and at a minimum this area must be baffled for sound. Trash containers in vending areas must be of metal "torpedo" type or equivalent. A property has the choice to cover the walls with a textured wall finish (i.e. knock down), a durable flat painted finish, a good quality vinyl (minimum 20 ounce, Type II) or a combination of any of the three (3). Fire resistant materials are recommended. If vending area is not fully enclosed, lighting must match the corridor area. One (1) self-service ice machine and one (1) soft drink machine must be provided for every sixty (60) rooms. Machines for one (1), two (2) or three (3) story properties must be centrally located for convenient access by guests on each floor. One (1) self-service ice machine and one (1) soft drink machine must be provided on every other floor of buildings with four (4) stories or more provided each floor has no more than thirty (30) guestrooms. Clear directional signage is required for each ice and soft drink machine location. Ice machines must dispense a controlled portion of sanitary ice and may be operated by push-button and must be complimentary to registered guests. Bin type ice machines are not permitted. All ice machines are to be inspected daily to ensure they are clean and in excellent working condition. Page 70 of 99

H. I. J. K.

Any electric or manual vending machines must be compatible with dcor and may be adjacent to but not be in the lobby area. Guest laundry facilities are recommended. Ceramic or quarry tile of at least in thickness is acceptable as flooring in areas not carpeted. Wall base must be the flat type and at least 4 high. A property has the choice to cover the walls with a textured wall finish (i.e. knock down), a durable flat painted finish, a good quality vinyl (minimum 20 ounce, Type II) or a combination of any of the three (3). Fire resistant materials are recommended. MAINTENANCE OF PUBLIC AREAS

2412.00 A. B.

Each RAMADA property must maintain the premises and accommodations in a clean and orderly manner. Every RAMADA property must provide proper repair and maintenance of all facilities, equipment, machinery, paving, lighting, electrical systems, plumbing, heating, air conditioning, guestroom interiors, bathrooms, exterior walls, stairways, swimming pools and equipment, keys and locks, roofs and gutters, and grounds and landscaping. HOUSEKEEPING, LAUNDRY AND MAINTENANCE AREAS

2412.01 A.

B. C.

D.

Housekeeping, laundry and maintenance areas are to be maintained in a clean, neat, condition with good ventilation and lighting. Floors, walls and ceilings should be in excellent condition. A telephone in good working condition must be in the housekeeping and maintenance areas. In-house guest laundry and drying facilities are recommended. This laundry must be maintained in a clean, neat, condition; washers must be free of corrosion and dryers must be properly vented and free of excessive lint. Laundry equipment must be in good operating condition, kept clean, washers free of corrosion, dryers free of excessive lint and properly vented.

2412.02 A. B.

SERVICE AREA/HOUSEKEEPERS LINEN ROOM

C.

Each guestroom floor must be provided with a service area which must be accessible directly from the service elevator lobby. The service area will contain: Housekeepers' locked linen room Cart staging and storage area A janitorial closet The housekeepers' linen room must be large enough for the storage of guestroom linen on fixed shelves or movable linen racks, guestroom supplies and materials, rollaway beds and cribs, and housekeepers' carts. The number of carts to be stored will depend upon the number of guestrooms per floor. For planning purposes, cart storage must be provided for one (1) cart for every fifteen (15) guestrooms. Page 71 of 99

VI. ADMINISTRATION AND GENERAL PROCEDURES

A RAMADA property can be successful only through effective management, and proper administrative procedures. 2500.00 ONLINE ACCESS TO MYPORTAL/BRAND MAILINGS

The franchisees online system and its messaging tool, currently known as MyPortal (https://myportal.wyndhamworldwide.com), is the primary means of sending information from WHG and RWI to franchisees. In most cases, this is the only manner in which key initiatives are communicated to hotels and franchisees. GMs and department heads must access MyPortal on a daily basis in order to retrieve and act upon alerts for potential business or brand changes and updates. 2501.00 RAMADA/RINA CONFERENCE

You or your representative will attend each RAMADA/RINA Conference when it is held. You will pay not less than one (1) Conference Registration Fee for each Facility you own. Additional Facility representatives may attend subject to conference policies and after payment of an additional Conference Registration Fee for each such additional attendee. You will also pay the costs of transportation, lodging and meals (except those we provide as part of the Conference) for your attendees. 2502.00 A. B. TRAVEL AGENT COMMISSIONS

C.

D.

E.

Travel agents, as generators of customers to the RAMADA system, must be treated courteously and ethically. Travel agencies must be promptly paid a minimum ten percent (10%) commission in accordance with RAMADA policies, to ensure future reservations to the entire system. Travel agencies which are part of a travel consortium or a travel management company may charge additional commissions and/or participation fees to be included in their programs. The general sales agent commission (also known as the international sales office commission) is fifteen percent (15%) of the Gross Room Revenues generated by each reservation originated in an area served by a general sales agent/international sales office and includes the travel agent commission Properties must process travel agent commission reports on a weekly basis using the Centralized Commission Payment Program on MyPortal (Reports/My Reporting Dashboard/Central Reservation Activity/Commission Processing or Commission Reporting). TELEPHONE SYSTEM REQUIREMENTS

2503.00

High quality telephone service is a must in a RAMADA property. The incoming calls from prospective guests, as well as the service provided within the RAMADA property itself, Page 72 of 99

must be handled expeditiously, courteously, and with a warm and friendly tone of voice. Prior to the installation of any telephone systems, a survey should be conducted to determine the actual demand. The following are minimum Standards and requirements for telephone systems to be installed in all RAMADA properties: A. B. C. Message Waiting Service to provide activation of a light in the guestroom to indicate that a message has been taken. Voice Mail System to provide the ability to leave a message in the guestroom and offices. Automated Wakeup Service to provide the capability to pre-program wake-up calls. Features must include a recording with a professionally prepared greeting identifying the call as a wakeup call. Automatic Route Selection (also referred to as Least Cost Routing) to provide the capability to utilize lower cost long distance facilities (such as WATS lines) for guest calls without requiring dial codes other an "8" or "9". Call Detail Recording (also called Station Message Detail Recording) to provide the input to a call accounting system to track guest usage of long distance. Single Digit Dialing to provide access to guest services such as the bell desk and room service with a single digit code. Controlled Restrictions that allows the console operator to deny access to long distance services for specific rooms when required for cash only customers. Rooms/Extension Number Correlation that matches the telephone extension number to the room number. HIGH SPEED INTERNET ACCESS (HSIA)

D.

E. F. G. H.

2504.00

RAMADA has mandated that all hotels offer free wireless HSIA in the guestroom, public areas and meeting rooms. The two (2) certified suppliers are Deep Blue Wireless and Ethostream. The mandated software must come from either Deep Blue Wireless or Ethostream. If a hotel has an existing contract with another HSIA software provider that meets the RAMADA technical and consumer requirements, RAMADA will honor that contract through its expiration. Upon expiration, the hotel will be required to sign a contract with one (1) of the certified software providers, Deep Blue Wireless or Ethostream. Properties currently providing wired Internet access are required to provide wireless Internet connectivity in place of or in addition to their wired solution. If the hotel currently provides free wireless HSIA that does not meet RAMADAs Standards, or is not offering wireless HSIA, the hotel will be required to use Deep Blue Wireless or Ethostream software to become compliant. All guestrooms, public space, food and beverage outlets and meeting rooms shall be equipped with a free high-speed wireless Internet connection. There may or may not be a charge for this service in the meeting rooms. There must also be one (1) wired location in a public area. Page 73 of 99

A.

B.

Two (2) Equipment Options: RAMADA hotels may choose from one (1) of two (2) HSIA equipment options. The first option is intended for hotels with 50 to 150 rooms that cater mostly to leisure travelers but do have some business guests. This option offers basic Internet access including plug and play functionality, guest to guest security, system throttling, VPN protocol support, online terms and conditions acceptance, splash page redirection, outbound SPAM control, and routable/public IP address handling. This option is know as the Business Option. The second HSIA equipment option is intended for larger hotels that cater mostly to business clients, and have meeting rooms and banquet facilities. This option adds secure access point installations, multiple SSID capabilities, enterprise class hardware, dedicated property support line, remote management & diagnostics, and robust reporting covering all facets of HSIA usage. This option is know as the Enterprise Option. HSIA Standards: SEAMLESS CONNECTIVITY. The system must provide the guests with the ability to connect to the network and the Internet without any reconfiguration of the guests laptop computer. System should not require the use of property distributed access codes. System must utilize Dynamic Host Configuration Protocol (DHCP) to assign IP addresses to users systems. System must also provide a smaller pool of Internet Routable addresses selectable via the system. COMPATABILITY. The HSIA Service must be fully compatible with Win2000, Windows ME, Windows NT4.0, Windows XP, UNIX, Linux, Mac OS 8.5, Mac OS 9.0 and Mac OS/X, and subsequent versions of all the foregoing promptly following the general availability of such versions. The HSIA system should remain current with mainstream computing and networking devices and protocols and be compatible with TCP/IP applications that support network address translation. GUEST INSTRUCTIONS. The Supplier must provide clear instructions within the room itself outlining how the service can be accessed. These instructions must also be available electronically upon connection of the user computing device and launching of the browser. TERMS OF USE. The HSIA Provider will configure the system to present the guest with a RAMADA approved Terms of Use page that the guest must accept prior to being permitted to use the HSIA Service. STANDARDIZED SPLASH PAGE. The HSIA system should provide a redirection link on the initial Web page displayed to the guest that will redirect the guests browser to the RAMADA specific splash page, once the guest has accepted the terms and conditions of the HSIA service. SECURITY. The specific measures that apply specifically to the wireless infrastructure include the following: o Securing of Access Point All access points that are visible to the public shall be securely attached to the wall or ceiling and if possible, locked to the mounting brackets. In addition, the mounting should be such that the Page 74 of 99

access point cannot be reset to its factory defaults (via the access point reset button). Finally, the access point should be totally self-contained and secure in that no parts (e.g. a PCMCIA Wireless Card) could be removed. Access Point Access Management access to the Access point (via either telnet or WEB browser) shall be password protected in that no access (either read or read/write) will be permitted without entering a username and password; neither of which may be left as factory default settings. Room to Room Security In the case of wireless bridge that is being used in a guestroom to provide wireless connectivity to the HSIA provider, the data traveling to a given guest in the room should be isolated, thereby preventing a guest from viewing another guests network traffic. From every location, the HSIA Service shall block all packets destined for another room in the hotel and block all packets coming from another room in the hotel. Wireless to Wireless Security To completely isolate data traveling to different guests wireless PCs or wireless handheld device, thereby preventing a guest from viewing another guests network traffic. From every location, the HSIA Service shall block all packets destined for guests wireless device in the hotel and block all packets coming from another guests wireless device in the hotel. Wireless to Guestroom Security To completely isolate data traveling to different guests wireless PCs or wireless handheld device, thereby preventing a guest from viewing another guests network traffic. From every location, the HSIA Service shall block all packets destined for guests wireless device in the hotel and block all packets coming from another guests wired connection (guestroom, meeting room or public space) in the hotel. Hotel to Room Security To prevent a guest from being subject to a security risk from the Customer network. The HSIA Service shall not allow network traffic to pass from the Customer to the guests wireless PC or wireless handheld device. The Customer shall be responsible for physical security of any router, switch, management computer, and other network access points. The HSIA network may not be connected or bridged with the Customer back office network in any way without prior written approval from RWI. Internet to Wireless Device Security To prevent a guest from being subject to a security risk from the Internet which risk is not explicitly created by the guest or inherent in the guests own action such as downloading an Email message containing a virus. Wireless Device to Hotel Security To completely isolate data traveling to/from any guestroom in a hotel to the Customer's local area network ("LAN"). From every room location, the Supplier will block all packets destined for the Customer LAN and block all packets coming from the Customer LAN back to any room.

Page 75 of 99

C.

D.

USAGE THROTTLING. The HSIA system must be structured in such a way that no single user is able to use all of the available bandwidth for the HSIA system or create a denial of service for other HSIA users. HSIA support must be able to turn off connections for users that are abusing their bandwidth allocations. VPN SUPPORT. The network must provide Virtual Private Network (VPN) support for leading VPN clients residing on guests end-user computing device and within the end-user home servers to which they desire a connection. The System must be able to automatically assign a routable IP addresses to guests requiring routable addresses to access their VPN. SMTP EMAIL SUPPORT. The system must allow guests that require SMTP support to access, receive, and send email. WEB-BASED CONFIGURATION AND ADMINISTRATION TOOLS. The System must provide a web-based administration tool for hotel associates to manage guest connection status, create and view reports, check system status, change classes of service and enable / disable guest connections. Hardware Features: ACCESS POINTS. The access points shall be powered via low-voltage cable connection to avoid normal electrical wiring efforts and expense. The access point shall have the ability to provide support for both the IEEE 802.11b and 802.11g Standards in a single access point. In addition, this access point should interoperate seamlessly with the clients computer that is 802.11b, 802.11g or 802.11b/802.11g compliant. BRIDGE SUPPORT. Ethernet connections via a Wireless Bridge must be supported with no degradation in perceived service level. The bridge connection must offer a standard Ethernet jack (RJ-45) and must support the guests existing IEEE 802.3 standard Ethernet based device. In addition, use of the Wireless Bridge by a guest should not require the guest to either configure the Wireless Bridge or the guests Ethernet based device. COMMON SSID FOR CUSTOMER. A single SSID should be provided for all guests associating to a single wireless network function (public access or conference room access) or VLAN. That is, an individual SSID should be provided for public space, meeting rooms, special events, etc. NO WEP OR AUTHENTIFICATION. In order to provide the guest using a wireless device with ease of access, no WEP key shall be configured between the client computer and the access point and no back-end authentication should be enabled. ACCESS SPEED. The minimum acceptable HSIA speed to the guest wireless device shall be a shared 1.0 to 11.0 megabits per second (mbps). The speed will depend upon the distance from the access point. The wire connection between the HISA Service Providers access point and the HSIA wired LAN shall be able to support a minimum of 10/100 mbps. Maintenance 24x7 SUPPORT. There shall be a professionally staffed, expert 24-hour/7 day a week, dedicated support service. This service will assist guests with questions about how to connect to the wireless Internet service. Access to this service will be provided via toll-free number. All customer support Page 76 of 99

E.

associates and Call Center agents must have tools and capabilities to remotely diagnose issues and guest problems in all installed areas of the hotel. The tools used by the guest service agents must be able to diagnose connectivity issues to the individual guest connection level. The Supplier must provide proactive 24/7/365 network monitoring to insure the performance of the network is at an acceptable level of service to the guest, maximize up time and identify and address system performance issues before hotel intervention is required. The Supplier must provide 24/7/365 monitoring of the access point(s) to insure proper operation of wireless HSIA network. MAINTENANCE. All software and any revisions, patches, or updates for HSIA services or plug-and-play support must be remotely upgradeable and require no manual operator support. Internet Service Provider (ISP) ISP Minimum Required Connection Speed: o For 150 room or less hotels - a constant 512kb or higher from the ISP to the Customer and at least 256kb from the Customer to the ISP. o For hotels with greater than 150 rooms - a constant 1.5mb from the ISP to the Customer and a minimum of 256kb from the Customer to the ISP. GENERAL ACCOUNTING POLICY AND PROCEDURES MONTHLY FRANCHISE REPORTS

2505.00 2505.01 A.

B.

MONTHLY ROYALTY. Each RAMADA property must submit a Monthly Franchise Report by the third day of the month indicating the amount of gross room revenues and other revenues earned in each applicable category and calculating the royalties and other fees due for the preceding month. The Electronic Invoice Presentment and Payment (EIPP) online billing program must be used for submitting the Monthly Franchise Report and for viewing the propertys invoices and billing statement from RWI. Paper copies of invoices and statement will not be issued. You can find this on MyPortal/Departments/Finance/EIPP Online Billing. We reserve the right to require Franchisees to pay all recurring fees and other fees and charges by electronic funds transfer, by electronic check or credit card via EIPP, by direct debit of franchisees account or by another technology as RWI may establish from time to time. Franchisee will sign forms and make any other arrangements with its bank as are needed to effectuate such electronic payment processing. Franchisees that choose to pay by credit card via EIPP will be responsible for paying the pass-through convenience fee imposed by the third-party clearing house which processes the transaction, as a charge for the convenience of using the credit card payment channel. This convenience fee is not collected by RWI or WHG. BILLING ITEMS. Billings are generated throughout the month and are payable upon receipt of the statement. Statements are generated on the fifteenth (15th) of the month and are posted shortly after to EIPP for U.S. properties and are mailed shortly after to Canadian properties. Page 77 of 99

C.

D.

E.

F.

COMMON CHARGES. The following is a list of regular billings. Billings are not limited to this list. Travel Agent Commissions GDS & Internet Bookings Customer Care and related charges DIRECWAY Software Maintenance Hardware Maintenance RAMADA/RINA Conferences RMA Billing ResCentral Training Library Finance Charge Audit Assessments and Costs Quality Assurance Reinspection Fee Service Interruption Fee Rewards Program Chargeback Owner Orientation/GM Orientation/STEP Training GDS (GLOBAL DISTRIBUTION SYSTEM) & INTERNET FEES. Most travel agents interface with a computerized reservation system that was originally developed by the airlines for booking their passengers. The GDS do not charge the hotels anything up front to be a part of their systems. However, each time a travel agent or another originator books a hotel through a GDS or through an Internet website or other booking source powered by a GDS, the GDS charges a fee. In addition, on-line travel agencies (OTAs) and other sources assess hotels Internet Booking Fees for Internet-originated reservations which are not powered by a GDS. Hotels are charged for every guest who books a reservation through one of these services, regardless of whether they show up or not, unless the guest cancels the reservation through the same booking source. GDS Fees and Internet Booking Fees are set at a flat rate, regardless of the rate paid or length of stay at the hotel, and are changed from time to time by the GDS and OTAs. Currently, GDS Fees are $5.60 and Internet Booking Fees are $4.60 per reservation booked. GDS and Internet originated reservations may also incur travel agent and similar commissions if the originator qualifies and the rate is commissionable. GDS Fees and Internet Booking Fees are subject to change from time to time by RWI through modification of this System Standard. TRAVEL AGENT COMMISSIONS. Travel agents currently bill properties for commissions earned on reservations booked at that property location. Commission fees are paid by WHG to travel agents on behalf of the properties. In turn, the properties are billed back for those amounts. Travel agent commission lists are posted on MyPortal and must be reviewed weekly by the property. It provides the properties with the opportunity to make corrections; such as no shows or cancellations DISPUTED CHARGES. Financial Services should be contacted about any charge that may have been billed incorrectly. Necessary back up is required to support the exception. Payment should not be withheld for the entire invoice because of an individual disputed charge. Withholding payment may result in a Page 78 of 99

G.

H.

I.

J.

K.

late fee assessment, default and termination. All undisputed royalties, fees and charges must be paid. A Financial Service Representative will forward disputed charges to the proper department for investigation. An adjustment may or may not occur depending upon the response from that department. Notification will be issued for a denial. PAYMENTS. Royalty fee payment is due by the third of the month following the month revenues earned. This fee is due every month. Invoice payments are due upon receipt of the billing statement. CREDITS listed on the monthly billing statement may be the result of an overpayment, double payment or payment received without proper attachments. Credits may be used as part or all of a payment for a billing. Please indicate use of a credit on your payment coupon. DELINQUENT PAYMENTS. Late charges will be imposed on any amounts owed to RWI that remain unpaid after thirty (30) days. Payments not received on a timely basis will result in RWI issuing a written demand to franchisee for immediate payment. Failure to comply may result in suspension from the reservation system, default, litigation and termination. SERVICE INTERUPTION FEE. If a property is suspended from the Central Reservation System due to a default of these System Standards or the Franchise Agreement, RWI will charge the property a Service Interruption Fee before it will restore the service. The Fee is currently $500; $800 if RWI must re-activate the service three (3) or more times in any twelve (12) month period. The Service Interruption Fee is subject to change from time to time by RWI by modifying this System Standard. RETURNED CHECK FEE. Properties will incur a $20.00 NSF fee for all nonsufficient fund checks that are returned after failing to clear after two (2) attempts from our bank. GROSS ROOM REVENUE

2505.02

Gross Room Revenue means gross revenues attributable to or payable for rentals of guest (sleeping) rooms at the property, including all credit transactions, whether or not collected, guaranteed no-show revenue, net of charge backs from credit card issuers, any proceeds from any business interruption or similar insurance applicable to loss of revenues due to the non-availability of guest rooms and any revenue from miscellaneous items charged to all guests. Excluded from Gross Room Revenues are separate charges to guests for Food and Beverage, room service, telephone charges for actual calls made from a guest room, key forfeitures and entertainment (including Internet fees and commissions); vending machine receipts; and federal, state and local sales, occupancy and use taxes. 2505.03 BAD-DEBT

Bad-debt is not an allowable deduction from Gross Room Revenue. However, when bad-debt is a result of a bankruptcy case filing of the account debtor, the franchisee will be permitted to deduct eighty percent (80%) of the account principal amount, based on the official proof of claim for the account filed with the bankruptcy court. A copy of the filed proof of claim or the bankruptcy courts acknowledgment of filing and the original Page 79 of 99

monthly room revenue report on which the revenue was reported must be attached to the monthly franchise report against which the amount will be offset. Bankruptcy will almost never happen in the same month in which an account would accrue, so the revenue related to the debt should have been reported in a prior accounting period. 2505.04 COMMISSIONS/REBATES/BOOKING FEES/ETC.

Commissions and other fees paid to travel agents, meeting planners or other booking agencies, are not allowable deduction from Gross Room Revenue. The fees paid, must be charged to the appropriate expense account in the Room Department. 2505.05 MISCELLANEOUS ITEMS

Reportable miscellaneous income includes, but not limited to, revenue derived from fees and charges for extra person, late check-out, early departure, cancellation, room upgrade(s), forfeiture deposit(s), tax exempt room, day use rooms and similar fees and charges. Also included as reportable miscellaneous income are fees and charges assessed to all guests of the property such as resort fees and convenience fees. Revenue derived from the following miscellaneous items will not be considered Gross Room Revenue, provided that the charges are separated on the guest folios and not automatically included in the room rate: Rollaway Portable beds Pet Refrigerator* Microwave*
* Guests cannot be charged for amenities which are standard with the rental of guestroom including, but not limited to microwave ovens and refrigerators. No deduction from Gross Room Revenues can be made for any such amenities.

2505.06

ENERGY SURCHARGES

Charges for the consumption of electricity, heat or water or other energy surcharges are not permitted. However, any such charges would be included in Gross Room Revenues and would be subject to the payment of recurring fees to RWI. 2505.07 TELEPHONE SURCHARGES

Telephone surcharges are not permitted as phones are a required amenity in all guest rooms. However, any such surcharges would be included in Gross Room Revenue and would be subject to the payment of recurring fees to RWI. Charges for actual usage of the phone are not required to be reported.

Page 80 of 99

2505.08

MISCELLANEOUS SURCHARGES

Charging a fee to any guest for the potential use of a product or service is not permitted. Any such miscellaneous surcharges would be included in Gross Room Revenues and would be subject to the payment of recurring fees to RWI. 2505.09 PACKAGES/BREAKFAST

A bona fide package is established when it is offered through the CRS, various electronic booking channels and/or the on-site reservation service of the property. Documentation must be maintained and provided upon request to verify that a package was sold and that revenues were appropriately allocated among the package component revenue accounts. In no event should the room allocation be lower than the ADR for the given day. A package is an inclusive rate that consists of the price of separate services provided by the franchisee and/or a third party vendor. The services must not be provided to all guests without a separate charge, such as free food or beverage. Food and beverage are included in Gross Room Revenues and subject to payment of recurring fees to RWI if a property offers a continental breakfast or full breakfast to all guests. Also, if guests cannot opt out of the food program, or if meals are provided as part of a franchise systems brand standards, no deduction can be made for food and beverage. If a contract has been established with a third party vendor for a service, appropriate supporting documents pertaining to the arrangement must be maintained and provided at the location of a scheduled audit. 2505.10 PACKAGES EXAMPLES

When establishing the pricing of any package that includes a food or beverage amenity, the facility must offer a package rate that includes the cost of the food or beverage being offered. Franchise Audit Services suggest setting a rate close to the rack rate, but taking into account what the competition is charging. The facility should offer the guest added value and at the same time set a profitable rate.
Example 1: A Honeymoon Getaway Package for $250.00 is advertised and offered. The package includes: Two night stay for two persons Two tickets to the local theater (purchased by the property for $35.00 each) Full American Breakfast for two each morning Room Revenue Allocation: The ADR for the first night stay is $80.00 and $90.00 for the second night stay. allocating room revenue, the amount cannot be lower than the ADR for each given day.

When

Page 81 of 99

Theater Tickets: $70.00 should be credited to the account where the theater tickets were charged Breakfast Allocation: Your maximum allocation to Food and Beverage would be $10.00 Total Package Breakdown: Gross Room Revenues Theater Tickets Breakfast Allocation Total Package Price -

$170.00 $ 70.00 $ 10.00 $250.00

Example 2: A Family Theme Park Package for $575.00 is advertised and offered. The package includes: Three night stay for two adults and a maximum of two children (additional guest will increase the cost of the package) Four passes to a local theme park (purchased by the property for $69.50 each) Room Revenue Allocation: For the month in which the family is staying at the property, the ADR has been a consistent $99 for a family of four. Therefore, the room allocation cannot be lower than $99 for each day the family occupies their room. Theme Park Tickets: $278 should be credited to the account where the theme park tickets were charged. Total Package Breakdown: Gross Room Revenues Theme Park Tickets Total Package Price -

$297.00 $278.00 $575.00

Note: Ensure all of the propertys packages are priced accordingly to cover the cost of each included in the package. 2505.11 WYNDHAM REWARDS PROGRAM

Revenues derived from Wyndham Rewards room rentals are including but not limited to, reimbursement of free night rewards by the Wyndham Rewards program, are included in Gross Room Revenues and are subject to the payment of recurring fees to RWI. The Participation Fee is not an allowable deduction from Gross Room Revenue. 2505.12 NO SHOW REVENUE

No show revenue, net of chargebacks from credit card issuers, must be included in Gross Room Revenue. However, if payment has not been received, this revenue can be adjusted in the month following the month in which the revenue was first reported. An auditor must be able to verify the adjusted amount. 2505.13 GUARANTEED CONTRACT ROOMS

Total revenues derived from guarantee contract rooms are subject to recurring fees to RWI, regardless if all or a portion of the rooms were occupied. Page 82 of 99

2505.14 A.

BARTER (TRADE OUT) ROOMS

B.

Rooms bartered in exchange for marketing purposes, such as media time or space, produce no Gross Room Revenue; however, a copy of the barter agreement must be available upon request. Rooms bartered in return for non-marketing goods and services rendered for the benefit of the franchisee produce Gross Room Revenue calculated at the propertys average daily rate and are subject to Recurring Fees. ALLOWANCES/ADJUSTMENTS

2505.15

The following adjustments to Gross Room Revenues are allowed as long as each is itemized and posted to the guests folio: Customer Care adjustments Corrections 2505.16 GUEST TRANSPORTATION

Courtesy transportation provided to all guests produces no allowable deduction from Gross Room Revenues. The requirement of transportation in a third party contract provided for certain guests will be considered courtesy transportation unless separately itemized in the rooming contract. The maximum allowable deduction per occupied room included in the rooming contract is $3.00 2505.17 AMENITIES

The cost or price of amenities offered to all guests is not an allowable deduction from Gross Room Revenues. This includes, but is not limited to health club passes, parking fees, baggage handling and local destination shuttle service. 2505.18 FRANCHISE AUDIT SERVICES

Franchise Audit Services periodically reviews all financial records that are required by the Franchise Agreement. An audit may be conducted on-premise with or without notice during regular working hours and/or access via telephone data link any data or reports that are maintained on the facilitys property management system. Cancellation of two (2) or more previously scheduled audits, refusal to produce required records, refusal to admit WHGs auditors during normal business hours for an Audit, records have been tampered with, or the audit reveals that less than ninety-seven percent (97%) of the facilitys Gross Room Revenues were reported; will be cause for a Notice to Cure to be sent to the franchisee indicating a default under the Franchise Agreement. An audit fee of up to $1,000 may be assessed if WHGs auditors must return to the facility due to franchisees cancellation of a confirmed audit, refusal to cooperate with the auditors or if any other violations, mentioned above, are found. Page 83 of 99

2505.19

RECORDS REQUIRED FOR AN AUDIT

Each property is required to maintain financial records for as long as they are useful or needed to meet legal requirements. A retention schedule should take into account state and federal regulations, as well as industry standards. For franchise audit purposes, all records that relate to any tax filing should be maintained until after the fourth April 15th following each filing date. A. Required Records for Sites without a PMS: Night Audit Packs Daily Reports Additional Records Required (see below) Required Records from the HSS Property Management System: Night Audit Packs Option Shift Listing Report Today.Month to DateYear to Date Report Final Audit Report Journal Miscellaneous Breakdown Report Ad Hoc Listing of Charges Report Additional Records Required (see below) Required Records from the MSI Property Management System: Night Audit Packs Final Department Close-Out Report Department Audit Report By Department Daily Activity Report Room Revenue Analysis Report/Room Count Report Additional Records Required (see below) Required Records from the Brilliant Property Management System: Night Audit Packs Manager VAT/TZX Excel. System ($MG00500) Hist. Journal Articles ($HP00300) Additional Records Required (see section F) Required Records from the SoftHotel Property Management System: Night Audit Packs Statistics Report (Front Office Menu) Transaction totals (Detail Report) Additional Records Required (see below) Additional Records Required (ALL SITES) Federal Tax Returns Profit and Loss Statements General Ledger Sales and/or Occupancy Tax Returns, City, County and/or State returns along with tax worksheet and supporting cancelled checks Page 84 of 99

B.

C.

D.

E.

F.

 2505.20

Bank Statements Offered package information Special guest contracts GENERAL ACCOUNTING PROCEDURES FOR GROSS ROOM REVENUES

Submission of monthly occupancy and sales figures to RWI is required. Figures are to be sent by the tenth (10th) of the following month. Gross Room Revenues are to be recognized on an accrual basis for each day of the month for the calendar year (January through December). Accrual basis refers to when the room was occupied, not if or when cash was collected. Please refer to #2505.22 Guest Folio Posting Procedures if you require further assistance. All of the below documents must be maintained for a minimum of four (4) years. Please refer to your local or state laws pertaining to record retention. A. Daily Manual Accounting Procedures 1. Enter Gross Room Revenues for each rented sleeping room on a daily report with separate entries for any other revenues generated by the property. Gross Room Revenues should be posted on the day the room is occupied regardless of when and if the room charge was collected that day. 2. The daily reports should be totaled on a daily, weekly, and monthly basis. 3. List adjustments to gross room revenues on the daily report. A description for the adjustment should be included in the night audit pack. 4. Night audit packs should contain: Manual Accounting System: daily reports, folios, housekeeping reports, credit card vouchers, deposit slips and coupons, vouchers or paid out slips. Cash Registers: register tapes, miscellaneous and adjustment vouchers, housekeeping reports, credit card vouchers, deposit slips and coupons, vouchers or paid out slips. Computerized Systems: Final/Closing reports that list all of the days activity, folios, housekeeping reports, credit card vouchers, deposit slips and coupons, vouchers or paid out slips. (See required records per property management system for specific report names.) Monthly/Quarterly Accounting Procedures 1. Occupancy taxes and/or sales taxes should be filled out and submitted to the appropriate taxing agency on a timely basis. 2. Maintain a detailed general ledger or ledger book that records all revenues and expenses. Yearly Accounting Procedures Prepare a calendar year profit and loss statement. SAMPLE CHART OF ACCOUNTS Page 85 of 99

B.

C.

2505.21

Below is a sample of a very basic revenue chart of accounts based on the Uniform System of Accounts for the Lodging Industry. This sample is intended to be used only as a guide for recording business transactions. No attempt was made to meet the specific needs of every property.

A.

B.

C.

D.

E. F.

G.

Rooms Revenue Transient Regular Transient Corporate Transient Package Transient Preferred Customer Day Use Group Convention Group Tour Permanent Meeting Room Rental Other Room Food Revenue Food Sales Banquet Food Service Charges Meeting Room Rental Other Food Revenue Beverage Revenue Liquor Sales Wine Sales Cover Charges Service Charges Other Beverage Revenue Telephone Revenue Local Call Revenue Long-Distance Call Revenue Service Charges Commissions Pay Station Revenue Other Telephone Revenue Gift Shop Revenue Garage and Parking Revenue Parking and Storage Merchandise Sales Other Garage and Parking Revenue Space Rentals Clubs Offices Stores Page 86 of 99

H.

I.

Other Rental Income Other Income Concessions Laundry/Valet Commissions Games and Vending Machines In-house Movies Cash Discounts Interest Income Foreign Currency Exchange Gains Salvage Other Allowances Rooms Allowance Food Allowance Beverage Allowance Telephone Allowance Gift Shop Allowance Garage and Parking Allowance Other Allowance GUEST FOLIO POSTING PROCEDURES

2505.22

Room, tax, telephone, fax, and all other services where a hotel applies a charge are required to be posted when the expense is incurred. Please see the Example Folio below and the line-by-line explanation below for the correct posting method.

Example Folio Example: Where a guest arrives on January 30th and departs February 2nd at a rate of $50.00 per night with taxes of 6%.

[Brand Name}

[Brand Name] 1234 Anywhere Place Scottsdale, AZ 85251 Phone (123) 456-7890 Fax (123) 456-7891 Arrive Depart

Acct. # P17093-01 Room# 200 Rate Code Room Type NK1 Room Rate 50.00 JAN 30 00 13:37 FEB 02 00

SMITH/JOHN ABC Company 2 Olin Drive Vernon, ME 11525 Payment CA

Page 87 of 99

Date JAN 30 JAN 30 JAN 30 JAN 31 JAN 31 FEB 01 FEB 01 FEB 01 FEB 02

Description ROOM CHARGE ROOM TAX FAX CHARGE ROOM CHARGE ROOM TAX ROOM CHARGE ROOM TAX LONG DISTANCE

Reference

Room

Charges 50.00 3.00 2.00 50.00 3.00 50.00 3.00 12.00 173.00

Credits

2 PG FAX

2225672672 BALANCE DUE

Example Folio is a model of how charges are correctly posted to a guest folio. Below is a brief description for each posting. 1. JAN 30 Upon check-in, for both computerized and manual front desks, verify that the guest information is correct. Enter the rate and appropriate tax(es) in the computer or folio spaces provided. The Room Charge ($50.00) and Room Tax ($3.00) are required to be posted to the guest room folio during the January 30th night audit. The Fax Charge ($2.00) is required to be posted to the guest folio at the time the expense is incurred. Typically, this charge is posted by the Front Desk Clerk before the night audit is performed. 2. JAN 31 The Room Charge ($50.00) and Room Tax ($3.00) are required to be posted to the guest room folio during the January 31st night audit. 3. FEB 01 The Room Charge ($50.00) and Room Tax ($3.00) are required to be posted to the guest room folio during the February 1st night audit. The Long Distance charge ($12.00) is required to be posted by the Front Desk Clerk (if this is not automatically posted) before the night audit is performed. 4. FEB 02 Upon departure, all charges should have already been posted to the guest folio. In this example, the guest was paying cash, and the amount due is $173.00 5. FEB 02 This detailed folio must be presented to guest at time of check out. Page 88 of 99

Regardless of the payment type (i.e. credit card, direct bill, advance deposit, etc.), all charges are required to be posted to the appropriate account each day. Hotels are not permitted to post all of the room charges and room tax(es) for a multiple night stay on either the arrival date or the departure date. Therefore, where the above noted procedures are not being followed, the hotels occupancy and average daily rate numbers are being recorded incorrectly. As a general rule, the Lodging Industry calculates Occupancy and Average Rate in the following manner: Occupancy = (available hotel rooms) divided by (occupied revenue rooms) Average Rate = (rooms revenue) divided by (occupied revenue rooms) The requirement to post room, tax, and all other incurred expenses each day is necessary to remain in compliance with the generally accepted accounting principles. It is also a requirement of the American Hotel & Lodging Association (AH&LA) Uniform System of Accounts for Hotels, RWI, and federal and state government agencies. 2506.00 INSURANCE REQUIREMENTS

If there are multiple locations on one insurance policy, the policy must state that the aggregate limit applies to each locations (per location endorsement). Coverage must be on an occurrence basis. Claims made type insurance is not acceptable. Coverage limits must not include defense costs. Endorsements limiting coverage for bodily injury and personal injury are not acceptable. A. GENERAL. Each franchisee shall maintain insurance in full force and effect for the amounts specified below. The required coverage must be maintained throughout the term of the Franchise Agreement and longer if required by the Agreement. Original and renewal certificates of all required insurance must be forwarded to: Insurance Administration Department RAMADA WORLDWIDE, INC.______ 22 Sylvan Way, Parsippany, NJ, 07054 Only proper ACCORD form certificates will be acceptable. The intent of this requirement is not only to protect RWI but also to protect the franchisee's interests since all franchisees are required to indemnify RWI, WHG, and Wyndham Worldwide for any claims and expenses involved in connection with lawsuits relating to a franchised unit. If RWI, WHG, and Wyndham Worldwide are not named as additional insureds, the franchisee will be required to pay for such claims and expenses personally. MINIMUM INSURANCE REQUIREMENTS. All RAMADA properties must obtain and maintain active insurance coverage as listed below. The coverage must be in effect at the start of construction or renovation and remain in continuous force throughout the term of the Franchise Agreement and longer if required by the Agreement. Page 89 of 99

B.

C.

D.

E. F. G.

H.

I.

COMMERCIAL GENERAL LIABILITY Insurance with a minimum of $1,000,000 combined single limit per occurrence. The policy must be on a commercial general form, include the following coverages and must be on an occurrence basis. Claims made forms are not acceptable. Endorsements limiting coverage for bodily injury are not acceptable. Defense costs within limits are not acceptable: Premises - Operations Products - Completed Operations Independent Contractors Personal Injury Contractual Liability Premises - Medical (suggested but not required) Liquor Liability with minimum limits of $1,000,000 per occurrence and to be included in the excess liability coverage if the exposure exists (beer, liquor and/or alcoholic beverages are sold or served by owned or leased restaurants or lounges, including if sold through vending machines). If multiple locations Certificate must state that the aggregate limit applies to each location (per location endorsement). COMPREHENSIVE AUTOMOBILE LIABILITY Insurance with minimum limits of $1,000,000 combined single limit per occurrence on all owned, hired and non-owned vehicles (if appropriate), and to be included in the excess liability coverage. WORKERS COMPENSATION in compliance with state laws and Employer's Liability Insurance with minimum limits of $100,000. BUSINESS INTERUPTION (Loss of Earnings) Insurance with a minimum of $100,000 of coverage, actual loss or twelve (12) months sustained. UMBRELLA/EXCESS LIABILITY Insurance following form over the required underlying coverage, with minimum limits of liability of $3,000,000 per occurrence. This coverage must specifically include liquor liability if liquor is served or sold on the premises. Higher limits are strongly recommended but not required. REQUIREMENTS FOR A LEASED RESTAURANTE, LOUNGE OR RECREATIONAL FACILITY. Each franchisee that leases restaurant, lounge or recreational facility space must require that the tenant satisfy the RAMADA minimum insurance requirements as listed above. The policies must name the Additional Insured parties in Paragraph I below and the franchisee as additional insureds. The franchisee must cause the tenant to provide the Insurance Administration Department with proof of the initial required coverage and renewal certificates each year. ADDITIONAL INSUREDS. Each liability policy must name as Additional Insured Ramada Worldwide, Inc., Wyndham Hotel Group, LLC, Wyndham Worldwide Incorporated, its subsidiaries, and all related entities, as their interests may appear (an indication must be noted on the Certificate or the Additional Insured Grantor of Franchise endorsement form attached). All individuals, entities, and their successors or assigns (as appropriate) which are named as franchisees in the Franchise Agreement should be Named Insureds. Page 90 of 99

J.

K.

L.

M.

N. O.

P.

INSURANCE COMPANY REQUIREMENTS. Coverage must be placed with licensed insurance companies which maintain an A.M. Best rating of A- or better. Cut through endorsements are not accepted. Claims made policies are not accepted. All primary and excess policies must be primary and noncontributory to any other insurance available to RWI, WHG and Wyndham Worldwide. CANCELLATION AND CHANGE NOTICES. All policies must contain a provision for notice of cancellation, non-renewal, or material change of insurance to certificate holder of not less than thirty (30) days after such cancellation, non-renewal or material change. The words endeavor to and but failure to mail such notice shall impose no obligation or liability of any kind upon the company must be deleted from the cancellation provision on the Certificate if using a pre-printed form (or attach the Notice of Cancellation endorsement form). CERTIFICATE OF INSURANCE. A Certificate of Insurance evidencing Liability and Builder's Risk coverage must be provided to the Insurance Administration Department at least thirty (30) days prior to the start of construction or renovation. A Certificate of Insurance evidencing the coverages in Paragraphs C through G must be provided to the Insurance Administration Department at least thirty (30) days prior to approval to open as a RAMADA property under the System. Renewal certificates for each line of coverage must be provided to the Insurance Administration Department on an annual basis. Acceptance of certificates not conforming to the foregoing standards will not constitute a waiver of the standards. Failure to demand compliance with insurance provisions is not a waiver of franchisees obligations. Please list property location number in the description area of the certificate. OTHER REQUIREMENTS. The Franchise Agreement may specify required property (fire and extended coverage and optional perils, and replacement cost) insurance for the Facility. In such event, the franchisee must carry the more extensive of either the coverage required by the Franchise Agreement, or the coverage required by the mortgagee(s) or lien holder of the Facility. FAILURE TO CARRY INSURANCE. The failure to carry insurance meeting these requirements is a material default under the Franchise Agreement entitling RWI to all remedies available under the Franchise Agreement, up to and including termination.

Page 91 of 99

VII. INTEGRATED SYSTEM TECHNOLOGY

2600.00

REQUIREMENT

Every Facility in the Chain must be equipped with an operational Integrated System, supplied by the Company, the Companys affiliates, or a supplier designated by the Company. The principal components of the Integrated System include computer hardware, property management system software, other software interfaces and peripherals. The Franchisee must enter into an Integrated System Agreement to procure the computer hardware and peripherals, and a Software and Services Agreement with us or an Intellectual Property License and Support Agreement with our designated supplier in order to license the property management system and other software interfaces for the Integrated System. In addition, the Franchisee must procure network connectivity services from WHG, a WHG affiliate or WHG approved supplier by executing a Connectivity Equipment Lease and Services Addendum to their Franchise Agreement. The information provided here summarizes the minimum technology Standards recognized by the Company as of June 2010. These Standards may be modified at any time. 2601.00 CORE FEATURES

Every Integrated System shall offer the following Core Features: A. Seamless two-way interface with the Central Reservations System that meets the current technical specification allowing the Central Reservation System to communicate with the Integrated System without operator intervention about rates and room availability at each Facility, and selling unsold inventory at rates set by the Franchisee. Create reservations records; provide check in/out and nightly audit functions. Internet access to the Brand Information Source. File creation for each registered guest and transmission in the format specified in the technical specification and daily transmission to the Enterprise Data Warehouse. Accountable transaction recording that does not permit the operator to delete the record of any guest transaction, booking, service or other business event for which the Franchisee is entitled to either receive compensation or provide on a complimentary basis. Printing a guest invoice at checkout that includes all messages specified by the Company in the format and type size specified in this Standard, or as may be specified by the Company from time to time. AUTHORIZED PROPERTY MANAGEMENT SYSTEMS

B. C. D.

E.

F.

2602.00

Page 92 of 99

Currently, the only authorized PMS is the Opera systems from Micros Systems, Inc., which is available in three (3) levels which are described in the table below.
Approved Property Management Systems ("PMS") PMS Product Targeted Property Size (rooms) OPERA LITE 50 150 OPERA XPRESS 50-200 FULL OPERA 150+ Large full service Facilities having high transaction volume, full food & beverage and sales & catering functions, and requiring enhanced interface options Per room charge, plus additional property charges for software interfaces. Fee is payable in monthly installments.

Target Audience

Limited service Facilities with limited group business, no food & beverage or sales and catering operations

Sites with more functional requirements, including greater than 30% group business, and moderate food & beverage and sales and catering operations

Maintenance, Support and Service Fee*

Per room charge, plus additional property charges for software interfaces. Fee is payable in monthly installments. Functional Comparison X X X X X

Per room charge, plus additional property charges for software interfaces. Fee is payable in monthly installments.

Feature/Functionality Seamless Connectivity to CRS Guest Check-in/Checkout Automated Night Audit Accounts Receivable Group Functionality Meeting Room/Conference Rental Support System Interfaces to: Call Accounting Credit Cards PBX In-Room Movies Key Locks Energy Management Point of Sale (F&B/Retail) Sales & Catering Mini Bar On-site Server Required Internal Messaging (Maintenance Traces, etc.) Data Export Capability to 3rd Party Applications Multi-Currency/MultiLanguage Support Multi-Property Support

X X X X X

X X X X X

X X X X X X X X X X X X X X

X X X X X X X X X X X

X X X X

X X X X Large variety of standard reports and integrated report generator for custom reports available Up to 21 40+

Reporting

Basic standard reporting

Large variety of standard reports

Multi-Folio Capability Maximum Workstations

10

6 25

Page 93 of 99

Amount of Training/Install Time 8 13+ man days 15 - 30+ man days 18 - 60+ man days *Estimated cost includes hardware, software, installation and training for a base system, but will vary depending on the number of additional workstations and optional third party software interfaces you order. Optional software interfaces usually range from $450 to $1,500. * Maintenance, Support and Service Fee can be increased up to 5% each year.

2603.00

NETWORK CONNECTIVITY SERVICES

All properties must procure equipment and network connectivity services from RWIs approved supplier, currently Hughes Network Systems, Inc., in order for the Integrated System to interface with the Central Reservation System, the Enterprise Data Warehouse and the Brand Information Source. Franchisees must execute and deliver a Connectivity Equipment Lease and Services Addendum to their Franchise Agreement or such other agreement that RWI specifies for this service (the Connectivity Addendum). The Connectivity Addendum provides a lease of equipment and provision of connectivity services for an initial three (3) year term. Franchisee must pay all applicable charges assessed for the equipment and services and perform all obligations required under the Connectivity Addendum. Franchisees may choose from several different options for connectivity service, subject to availability in the location where the property is situated and qualification by RWI as a valid transport. RWIs standard connectivity offering is HughesNet satellite services. However, the following additional options are available, subject to the above limitations: HughesNet Managed DSL, HughesNet Cable and HughesNet Managed VPN with Franchisee Provided Transport. 2604.00 FOLIO/INVOICE MESSAGES

Each Integrated System must print out, or bear on pre-printed stock, at the bottom of each guest folio and final invoice given to the guest at check-out, in type no smaller than eight (8) font, the following messages: Notice. This facility is independently owned and operated under a franchise from RAMADA WORLDWIDE INC. Please contact the manager about any issue with your stay. RAMADA WORLDWIDE INC. or affiliates may contact you about goods and services unless you call 877-227-3557 or write to Opt Out/Privacy, Hotel Group, Wyndham Worldwide Corporation, 22 Sylvan Way, Parsippany, New Jersey 07054 to opt out. View the RAMADA web-site about privacy. Please note that this address and legend may change. The Company recommends that no more than six (6) months supply be ordered. 2605.00 A. ENTERPRISE DATA WAREHOUSE

The Company or an affiliate will create and maintain the Enterprise Data Warehouse. The Company or the affiliate may establish from time to time data policies and procedures (the Data Policies). Franchisees will comply with and abide by the Data Policies. If there is a conflict between the Data Policies and Page 94 of 99

B.

C.

D.

applicable law, the affected Franchisee should comply with applicable law and notify the Company in writing of the conflict. If a franchisee is not in default under the Software and Services Agreement or the Franchise Agreement, the franchisee will have access to information stored in the Enterprise Data Warehouse about the Facility's customers. In exchange for access to the Enterprise Data Warehouse, each franchisee acknowledges that: The Company will own jointly with the franchisee the names, addresses and other information recorded by the Integrated System about guests and customers of the Facility (collectively, Guest Information) The franchisee will take commercially reasonable steps to assure the timely and accurate collection, recording and processing of the Guest Information The franchisee will assure that the Integrated System is operational and electronically linked to the Enterprise Data Warehouse at all times required under the Data Policies to permit the transmission of Guest Information data The franchisee may sell, rent, lease, license, use or otherwise commercialize the Guest Information in its sole discretion without the duty to compensate or receive consent from the Company, so long as the franchisee complies with applicable law and any contract or promise it makes to guests. The Company will not sell, rent, lease, license, use or otherwise commercialize the Guest Information the franchisee sends the Company without the franchisees consent, except for the benefit of the Chain and the Companys current and former affiliates. Each franchisee shall not use the information the franchisee obtains from the Enterprise Data Warehouse about persons other than guests (Customer Information) and that portion of Guest Information that is returned to the franchisee from the Enterprise Data Warehouse that the franchisee did not collect at the Facility (Non-owned Guest Information) for the benefit of any business, enterprise or activity other than the business of the Facility. Each franchisee shall not disclose, copy, assign, transfer, lease, rent, sell, donate, disseminate or otherwise commercialize Customer Information and Non-owned Guest Information for any other purpose without the Companys consent, which the Company may withhold at its sole discretion. Any information provided to the franchisee from the Enterprise Data Warehouse may contain dummy information, special codes or other devices to assure compliance with the Software and Services Agreement and monitor possible unauthorized use of Enterprise Data Warehouse information. The security methods the Company uses to safeguard Enterprise Data Warehouse information will not be disclosed to the franchisee. The franchisee will be conclusively presumed to have violated this Agreement if the security device attributes unauthorized mail or contacts to information provided only to the franchisee or the Facility. The Guest Information and Customer Information in the Enterprise Data Warehouse will be maintained and access to such information limited so that Chain Facilities shall not be able to obtain Guest Information generated by other Chain Facilities in nearby hotel trading areas, and chain facilities of one brand affiliated with the Company will not be able to obtain Guest Information generated by chain facilities of another affiliated brand. If the franchisee should obtain access to Customer Information or Guest Information in violation of the Data Policies or the Software and Services Agreement, the franchisee become a trustee of that Page 95 of 99

information and must act in a fiduciary capacity to protect the information from further unauthorized use or disclosure, and take commercially reasonable efforts to return the information to the Company as soon as possible. 2606.00 A. BRAND INFORMATION SOURCE

B.

C.

D.

The Company will create and maintain on the Internet or its own intranet accessible through or over the Internet the Brand Information Source, which will contain some or all of the following resources accessible to each franchisee after the franchisee complies with the Companys security access features, if any: Hotel Technology; General Manager Reference Guide; Purchasing Guide; System Standards Manuals; Brand Standards Forms; Quality Assurance; Customer Service Survey Reports; Design and Construction; Marketing and Public Relations; Yield Management; Loyalty Marketing, Training, Global Sales, Managements Reports and Required Actions. The Company may modify, add, delete and replace topics from time to time at its discretion. No franchisee or associate shall utilize the Brand Information Source to engage, directly or indirectly, in: Libel, defamation or disparagement of any person, product, service or business Harassment of any person or organization Invasion of the privacy of any individual Creation, transmission or distribution of offensive, discriminatory, obscene, indecent, immoral or illegal material Violation of intellectual property rights, including without limitation, transmission of copyrighted materials without permission of the copyright owner Transmission of programs, instructions, hypertext, code, routines, attachments and other means that directly or indirectly, intentionally or negligently, cause computers or software to malfunction, fail to function, or otherwise fail to perform properly, commonly known as viruses, worms, Trojan horses, bombs, trap doors and the like. The Company is not responsible for the content of any message, document or file originated or sent by any franchisee or the associate, agent or contractor of any Chain Facility or franchisee. The Company may, in its sole discretion intercept, monitor or prevent transmission of any message, document or file over or through the Brand Information Source. No user of the Brand Information Source should expect that any message, document or file, or its contents, is private or not subject to viewing by the Company or its agents. Parties desiring private communications should use other means and media. CORE FEATURES ENHANCEMENTS AND MODIFICATIONS

2607.00 A.

The Company may change from time to time the PMS software applications which are approved for usage at Properties. The Company may require a franchisee to replace its PMS software application, at its cost, at any time beginning four years after the Integrated System is installed at the Property. The Company may require replacement of the software application and the computer hardware constituting a franchisees Integrated System at different times. Page 96 of 99

B.

C.

D.

E.

The Company may change the hardware configuration requirements for any of the Integrated Systems from time to time. The Company may require a franchisee to replace the computer hardware constituting its Integrated System, at its cost; at any time beginning four years after the Integrated System is installed at the Property. The Company may require replacement of the computer hardware and software application constituting a franchisees Integrated System at different times. Before the expiration of the four year period referenced above, the Company may require the franchisee from time to time to purchase and install additional random access memory, additional hard disk drive storage, replacement communications software and/or other incremental enhancements, at its cost, to keep pace with changes in the required methods and means of interfacing with the Central Reservation System and the Brand Information Source. The Company may modify, enhance and rewrite the PMS software from time to time, and offer it to Properties on either a mandatory or optional basis. The Company may charge additional license fees, installation and training charges, maintenance fees and other terms as the Company may establish for the software enhancements. Each franchisee will comply with the Companys installation, use and maintenance instructions for the Integrated System and any enhancements and modifications thereto. VOLUNTARY CESSATION OF INTEGRATED SYSTEM USE

2608.00 A.

B.

C.

Each franchisee must sign an Integrated System Agreement and a Software and Services Agreement within the time frame requested by the Company. Failure to do so is a breach of this Standard. Once installed, a Chain Facility may not discontinue using the Integrated System unless instructed by the Company. Any such action constitutes a voluntary suspension of interconnection between the Chain Facility and the Central Reservation System. The Company will not deliver reservations to the Chain Facility unless and until the Integrated System is restored to full operating condition. However, the franchisee remains liable to pay full fees under its Franchise Agreement during the period of voluntary suspension. The Companys Integrated System will be the only property management system installed and operational at each facility. No other non-Company system will be permitted to be run side by side. PRIVACY

2609.00

The collection and use of personal data of guests, including through telephone or facsimile, are governed by privacy laws on the federal and state level. Privacy regulations continue to evolve and on occasion may be inconsistent from one jurisdiction to another. The U.S. Federal Trade Commission adopted do not call and do not fax regulations in October 2003. Many states have introduced legislation or enacted laws and regulations that require strict compliance with Standards for data collection and protection of privacy and provide for penalties for failure to notify customers when such Standards are breached. The Federal CAN-SPAM Act was adopted in 2003 and governs the sending of commercial e-mail messages. The Page 97 of 99

Company has adopted a privacy policy which can be found on the Companys consumer website. This privacy policy does not cover Chain Facilities. It is recommended that each Chain Facility adopt its own privacy policy. 2610.00 CANADA PERSONAL INFORMATION PROTECTIONS AND ELECTRONIC DOCUMENTS ACT

The following information and Standards apply directly to any Facilities located in the country of Canada. According to the Privacy Act and the Personal Information Protection and Electronic Documents Act (PIPEDA), the Privacy Commissioner of Canada is responsible for ensuring that the federal government and companies in the private sector collect use or disclose personal information (e.g. names, telephone numbers, e-mail and postal addresses, credit card information) in a manner that is responsible and transparent. These Acts governing personal information provide the Privacy Commissioner of Canada with the authority to ensure organizations and federal departments are held accountable for their information handling practices. The law requires organizations to: obtain the consumer's consent when they collect, use or disclose your personal information; or provide personal information policies that are clear, understandable and readily available. (Source: Office of the Privacy Officer of Canada website under the Frequently Asked Questions Section via http://www.privcom.gc.ca/faq/faq_01_e.asp#002. In addition, the official PIPEDA can be accessed via the internet at: http://www.parl.gc.ca/PDF/36/2/parlbus/chambus/house/bills/government/C-6_4.pdf). A. Customer Satisfaction Survey Process in Canada. Collecting Email Addresses from Consumers in Canada. PIPEDA contains very specific requirements relating to the procedures for collection, usage, and disclosure of a consumer's email address. The purpose of using their email address, and the customer's rights to control such usage, must be clearly communicated to the consumer at the time of gathering the address. The primary occurrences of gathering the consumer's email address are identified as follows: Consumer Central Reservations Telephone System. Reservation Sales Agents specifically inform all incoming callers who make reservations at Canadian facilities, that when asking for their email address that in addition to receiving an electronic confirmation, they will also be sent a guest satisfaction survey. When the consumer agrees, this is an acceptable form of consent. Consumer Brand Website Reservations System. Located near the space in which the consumer enters their email address, there is a specific check box that the consumer must check if the consumer agrees to receive guest satisfaction surveys. When the consumer affirmatively checks the box, this is an acceptable form of consent. Proper Communication When Asking For Consumer's Email Address. The following actions must be taken when communicating with the consumer in the following situations (Incoming Consumer Reservation Calls to Facility, Incoming Consumer Reservation Face-to-Face at Facility, Incoming Consumer Check In at Front Desk, and Existing Consumer Checking Out at Front Desk): Page 98 of 99

o When any Facility Representative communicates with the consumer during any of the scenarios above, the following actions must be taken. At the time of asking the consumer for the email address, the Facility Representative should state the following: "May I please have your email address to send you an electronic confirmation of your reservation and a guest satisfaction survey after your stay?" If the consumer agrees and provides their email address, the Facility Representative must properly enter the email address in the property management system. If the consumer does not agree and asks if they can receive an email confirmation without taking the survey, the Facility Representative should state the following: "Yes, I will enter your email address for your confirmation and ensure the system does not send a guest satisfaction survey to your attention. May I please have your email address?" Once the consumer provides the Facility Representative with their email address, it is the responsibility of the Representative to properly ensure that they do not check the "opt-in" box on the approved property management system. For further clarification, please refer to your property management system telephone support number. o When a printed or electronic guest folio specifically asks for the consumer's email address, the following is required: A printed disclosure must be present, in a clear and conspicuous manner, in the near vicinity of this space. The disclosure can either be professionally printed on the guest folio or placed on the folio with a rubber stamp. The disclaimer must read as follows: "By providing us with your email address, you agree to receive RAMADA guest satisfaction surveys. Please refer to our privacy policy at http://www.ramada.ca to learn about how you can control our usage of your personal information." o Current copies of the RAMADA Canadian Customer Privacy Policy and Information Practices Statement must be available at the front desk when requested by a consumer. This Policy can also be accessed via the consumer brand website at: http://www.ramada.ca.

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