Stakeholders in the hotel industry are urging Tourism Secretary Christina Garcia Frasco to reevaluate the star-rating system for hotels, highlighting concerns over Camp John Hay’s The Manor hotel in Baguio City.

Despite mounting complaints about its deteriorating facilities, the 23-year-old hotel was recently elevated from a four-star to a prestigious five-star status by the Department of Tourism(DoT)-Cordillera Autonomous Region — a move celebrated by its general manager, Ramon Cabrera, in a press conference on 18 December.

An industry source said other hotel owners were not happy with the five-star rating granted The Manor and called the hotel overrated since it does not have the luxury and sophistication required of a five-star hotel.

“The Manor primarily focuses on providing a place to sleep, has only one restaurant, one bar, a small pastry shop, a gift shop, small meeting rooms, and offers basic hotel services. Its food and beverage outlets are operated by a concessionaire,” one tattletale said.

Also, the source, an industry veteran, slammed The Manor for not undertaking a major renovation or improvements since it began operations in 2001, offering the same facilities in the condition they were in 23 years ago, with no upgrades and no additions.

“Taking into consideration the aforementioned facts, what qualifications did the DoT consider to upgrade The Manor to a five-star rating?” the source asked.

Further, the source maintained The Manor does not qualify for the high distinction because its facilities are not in any way world-class, not even for a four-star rating, because its accommodations are not refined and it lacks an extensive array of facilities, nor for a three-star rating because it lacks high-quality facilities and a greater range of services.

Doubtful grading system

Also placed under the microscope was DoT’s hotel rating system, as it does not recognize nor include the rich history of a property, the size of a property, the variety and number of facilities and services, upgrades and improvements, latest trends on digitalized services and operations, the good standing of the property in the community such as being prompt in rent payments and being a good taxpayer, among others.

“The financial capability of a property to fund major renovation and improvement projects aimed to benefit travelers should likewise be considered in the rating criteria,” the source said.

“DoT’s current rating criteria does not show relevant differences between one-star and two-star, between two-star and three-star, between three-star and four-star, and between four-star and five-star hotels,” he added.

“Standards should be revised and refined to show more specific and detailed factors to relevantly differentiate a lower rating and a higher rating,” the source pointed out.

In a breakfast meeting with the Bases Conversion and Development Authority (BCDA) last 18 December, John Hay Management Corp. president Marlon Cuadra said the JHMC has received complaints from numerous clients of The Manor about an offensive and foul smell emanating from its sewerage treatment plant, hence, they call it “The Manure Hotel.”

Camp John Hay is now under the jurisdiction of the BCDA after the Supreme Court issued a Certificate of Finality of judgment in the consolidated cases of BCDA vs CJH Development Corporation (CJH DevCo) et al., and CJH Devco vs Commission on Audit and BCDA.

According to the BCDA, this allowed them to recover the 247-hectare Camp John Hay property from CJH DevCo. Consequently, all rights claimed, acquired, derived, or traced to CJH DevCo are covered by the final judgment of the Supreme Court.

Overhaul DoT standards

The source said the DoT uses the National Accommodation Standards for Resorts and it defines “resort” as a full-service accommodation located in a natural, relaxed environment, with reception and guest rooms generally offering private facilities with an onsite restaurant, room and bar service available.

“Additional recreation facilities and tour services are expected. There are five levels of accommodation standards ranging from one to five stars applicable to hotels, resorts, and apartment hotels. To obtain higher stars, progressively higher services and facility quality, facility condition, and improved business practices like environmental management, which are determined by a points system, should be provided across all areas,” the source explained.

A total of 1,000 points is the maximum number hotels, resorts, and apartment hotels can achieve.

The criteria are divided into seven dimensions that are common to the categories as mentioned earlier, except the lounge area and the kitchen area which apply only to apartel hotels.

It is said that the five-star rating will be awarded to The Manor in January 2025, even if the hotel will have a new lessee, which is the BCDA, and a new business name.

“It is very obvious that The Manor is using its supposed five-star resort rating to gain support from the public against its impending closure and takeover by the BCDA, which the GM, Ramon Cabrera, had already used in their briefing at the Forest Lodge on 18 December,” according to the source.

The BCDA, on the other hand, said it will not close The Manor as it is considered a legacy hotel, nor will it sack its current roster of employees.

“It was the previous hotel administration that couldn’t admit that it had to relinquish its lease of The Manor. Also, it could not accept the SC ruling. We will absorb all the current employees being the interim administrator and the operations will continue,” another source in the BCDA said in an interview on Saturday.

DAILY TRIBUNE reached out to the DoT but the agency did not respond.