AAA Lodging Frequently Asked Questions

AAA's most frequently asked questions, answered.
Michael Petrone

Every year, AAA evaluates 55,000 lodging establishments and restaurants and rates them on a scale of one to five diamonds. The AAA diamond symbol represents quality and value for travelers. Therefore, it is no surprise that hoteliers want to ensure that their property is evaluated and receives a good rating. Below are questions and answers to help hoteliers better understand the AAA process.

Q: What do I need to do in order to get my property listed by AAA/CAA?

A: First, please review "AAA/CAA's Lodging Requirements & Diamond Rating Guidelines." If your property meets the 27 diamond rating requirements outlined, complete the "Application for Evaluation" form and return to us with the requested sample photos. Both the guidelines and the application form are available online at www.aaa.biz/Approved. Upon our receipt and review of your completed application, you will receive written notification regarding the status of your application for future AAA/CAA listing consideration.

Q: Does every property that sends in an "Application for Evaluation" get scheduled for a visit by AAA/CAA?

A: AAA/CAA does not guarantee an immediate evaluation of all properties that apply, but does guarantee a fair review of all applications. AAA/CAA reserves the right to apply priority consideration to those properties demonstrating traits that provide the highest degree of member value. The decision to list a property and the diamond rating assigned rests exclusively with AAA/CAA. A property that has received a letter from AAA/CAA stating that it has been "accepted for further consideration" can expect an unannounced evaluation within one year from the date of the letter. If, after continued review, or up to and including the end of one year, the property is determined to be of limited member value, a letter will be sent advising that the property has been released from any further consideration.

Q: Is there any charge for my property to be evaluated by AAA/CAA or for a listing in the TourBook?

A: There is no cost associated for your AAA/CAA evaluation or for a basic TourBook listing. Since AAA/CAA is a member-driven organization, our mission is to seek quality lodging choices that will best meet the needs and expectations communicated to us by our 48 million members.  

Q: Will I know in advance when my property will be evaluated by AAA/CAA tourism editor?

A: No. AAA/CAA evaluations are unannounced so that our impression of your property will be similar to what AAA/CAA members may experience.

Q: My brand has tough standards that I have to follow. Does my property still need to be inspected by AAA to be listed?

A: Yes. While we realize that strict quality assurance programs are often in place for chain properties, the AAA/CAA listing and diamond rating process is a unique program specifically designed to reflect the expectations of AAA/CAA's 48 million members as well as current industry standards. In order for a property to be approved and diamond rated by AAA/CAA, an evaluation must be conducted by a AAA/CAA tourism editor to determine whether the property meets the standards outlined in our "Lodging Requirements & Diamond Rating Guidelines."

Q: What happens during a AAA/CAA evaluation?

A: The AAA/CAA tourism editor will view all aspects of the property's operation and then meet briefly with the manager or designated representative to discuss the evaluation and gather important information about the property. If a property is being considered for a four or five diamond rating, the tourism editor will first conduct an anonymous overnight stay in order to evaluate the guest service experience. After the evaluation, our tourism editor will provide written confirmation of your property's status with respect to AAA/CAA approval.

Q: Before my property is evaluated by a AAA/CAA tourism editor, how do we find out exactly what we need to do to ensure that we achieve a good rating by AAA/CAA?

A: The diamond rating assigned to a property is based on the overall quality, the range of facilities and the level of services offered by the property. The "Diamond Rating Criteria" section of the "Lodging Requirements & Diamond Rating Guidelines" outlines what we typically find at each diamond rating level; however, these are broad guidelines and are not requirements. Therefore, meeting all or most of the criteria cannot guarantee the achievement of a particular diamond rating. There are other factors considered when determining the overall diamond rating assigned to a property. The experience, training and professional judgment of the AAA/CAA tourism editor is a very important part of this final rating assessment.

Q: AAA/CAA has approved my property. Is it necessary to reapply for evaluation every year?

A: No. Once your property has been approved by AAA/CAA, it will automatically be scheduled for future evaluations based on the classification and diamond rating assigned to the property.

Q: I have questions about my recent AAA evaluation. How do I contact someone for more information/clarification?

A: Contact the AAA Customer Service Center, Monday through Friday, from 8:30 a.m. to 5:15 p.m. EST at (407) 444-8370 or write to us at:

AAA Tourism Information Development
1000 AAA Drive, Mailstop 51
Heathrow, FL   32746-5063

Q: I disagree with the results of my recent AAA evaluation. What can I do to appeal the AAA/CAA tourism editor's decision?

A: First, contact the AAA Customer Service Center at (407) 444-8370. In many cases, our analysts will be able to resolve your concern immediately. If resolution is not obtained, your call will be directed to the AAA Regional Manager for your evaluation territory. If any issue remains unresolved after the above steps, an establishment is asked to state its concerns in writing for review by the AAA Appeals Committee. The AAA Appeals Committee convenes on a monthly basis and is comprised of five voting members of AAA management from various business lines within the association.

All appeals must be in writing from the establishment only. The appeal must specifically state your concerns and provide a case for the committee's final review. After thorough research and consideration of your appeal, the committee will take one of three actions:

1. Support the appeal

2. Reject the appeal

3. Table the appeal pending further information or re-evaluation.

You will be notified by mail as to the status of your appeal within 45 days of receipt of your written statement. Please note that the committee's decision on your appeal will be considered as AAA/CAA's final decision.

All appeals should be sent to the attention of:

AAA Appeals Committee
1000 AAA Drive, Mailstop 51
Heathrow, FL   32746-5063

Michael Petrone, CEC, is the director of AAA Tourism Information Development. The AAA Diamond Rating Process is North America's premier hotel and restaurant rating system. For more information, visit www.aaa.com.