Client: Drury Hotels (Drury Inn & Suites, Drury Inns, Drury Plaza, Pear Tree Inns, and all other brands under Drury)

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1 Client: Drury Hotels (Drury Inn & Suites, Drury Inns, Drury Plaza, Pear Tree Inns, and all other brands under Drury) Shop Guidelines and Requirements: Updated 8/23/18 Requirements may have changed; please read carefully!! Client Notes: Drury Hotels has hired us to evaluate ALL brands of their portfolio, as well as some franchised locations they have stake in. Please note the location you are visiting and the amenities that are offered. Different brands will offer different amenities. Please review the website of the location you are visiting prior to your arrival date so you are familiar with which amenities you must observe. Always be sure you double check the event detail to know which location you are assigned to so you visit the correct location. Be sure if you are booking via their individual website that you confirm the address is the same as the address you are assigned. Do NOT use a third party booking site such as Priceline, Trip Advisor, etc. You must book with the locations website only or you may call the number listed on your event detail to be sure you have the correct location when booking your room. DOUBLE CHECK this information. Know which location you are assigned! Important Notes: *Shop Acceptance: All guidelines must be followed, or you will not be reimbursed for your shop. If you did not follow a guideline, please contact us and explain the circumstances (do not provide false info/photos). *Deadline: Your report must be submitted online within 12 hours after your shop/visit ends. *Date/Time/Location: You must make sure you visit the correct location on the correct day and at the right time. All shops will state the client name as Drury, however you must be sure you shop the location noted in your shop detail. All brands fall under the Drury portfolio. If you have any questions about which shop you are assign, please refer to your event detail information. The address and phone number is listed there. Shops should start within the time range given. You must check in on one of the DATES listed in your assignment . Please pay attention to this! Do NOT rely on google maps to confirm your location as this may not be accurate. IMPORTANT: For San Antonio and St. Louis, you are only allowed to shop one location per month. Do not accept more than 1 shop in either of these cities in the same month. Only rare exceptions can be considered in advance. To request this, you must your scheduler to see if this is possible, and only with the scheduler s okay may this be done, but the shops in the same city must be at least days apart if in the same month. *Event Notes: Check any notes listed under Event Notes. These are special instructions for your shop. They will override any information contained in these guidelines, so you must follow them. Failure to comply with any items listed under Event Notes will result in the shop not being accepted. *Questionnaire: View the questionnaire before beginning your shop so you will know which observations you must make in order to complete the questionnaire in its entirety. You are required to answer all questions on the form. *Client Website: Visit the client s website at for the Drury Inn, Drury Inn & Suites, Drury Plaza Hotels, and Pear Tree Inns to familiarize yourself with the establishment AND to verify the hours the location you are visiting is open. Please check your event detail for the hotel s name and address if you are visiting a different brand (Hyatt, Four Points, Staybridge, Marv, etc.). Some Pear Tree Inn locations are near other Drury Hotels. Be sure if you are scheduled to complete a Pear Tree Inn, that you shop that location based on your event detail. Other brands may also be close to other Drury brand hotels. Be sure you look carefully at the location you are assigned in your event detail and once you log onto the website. Your event information will always be on the website when you log in. If you do not shop the location you are assigned to, you risk not being reimbursed for your shop. *Video Surveillance: Every location has video surveillance, enabling the staff/client to review actual times of arrival, departure, items being served and other events that occur during your visit. Therefore, it is VERY important when filling out your report that accurate information is provided. If you are unsure about something, do not guess. Please explain you are unsure and why. *Number of People: The assignment is for 1 adult shopper (21 years of age or older). One adult guest is allowed. No children are allowed. *Assignment Requirements: You will be reimbursed for ONE room (standard/basic accommodation/regular room that is offered) for ONE night, including taxes for all brands. Incidentals (mileage, phone calls, internet usage, movies and tips) are NOT reimbursed. *Locations with separate bars: If the brand of hotel you are visiting has a separate bar, you must visit the bar for one round of drinks. This bar visit is in addition to the Kickback if the hotel also has that social hour. Please be sure you do NOT carry drinks into this bar from the kickback. This is a separate/additional bar shop from the Kickback/social hour. You will be reimbursed up to a maximum of $35 for one rounds of drinks, tax and 20% 1

2 gratuity. You MUST pay cash and note whether or not the cash is put into the register at the time of payment. You must ask for a receipt to be uploaded to your report. Be sure to complete this section of the report for the locations listed below. Hotels with lobby bars if the location is not listed, yet does have a separate lobby bar, please be sure to do that portion of the shop: Hyatt Place Four Points Drury Plaza Pittsburgh, Cleveland, and Riverwalk Drury Inn & Suites New Orleans *Reservation: You may book your reservation via the hotel s website or by calling, whichever you prefer. You must provide a credit card to reserve the room BUT check your shop details and/or event notes to see if you need to pay with cash or credit card when you arrive. Once you have secured your reservation date, you MUST us at info@a-closer-look.com so we can adjust your dates in your file. Because hotels have a tendency to be booked during the summer, close to holidays, etc. it is suggested that you secure your reservation days in advance. Do NOT make your reservation the day before or the day of your intended reservation date (unless you picked up the assignment last minute or your shop dates are the last days of the month). If the hotel is booked through the end of the month, please contact us (info@a-closer-look.com) for further instructions. There are no questions on the report form about the reservation handling, however, you should obtain this information for your records, so you have it when you arrive at the hotel. Do NOT book your reservation through a 3 rd party such as Trip Advisor, Priceline, Expedia, etc. You are REQUIRED to take a minimum of 9 digital photos of your visit for upload with your report. You MUST upload these to your shop report when you submit your report to us. If you do not have this capability, please do not accept this shop. Make sure your camera/device is working and is charged/has working batteries before leaving to go to your assignment. *Note: Be sure to take your guestroom and bathroom photos immediately upon arrival in your room - before you unpack or touch anything in the room. Your personal belongings (suitcase, toiletries, electronic devices, etc.) should not be included in any of the photos. *Note: Be sure to visit the Breakfast area during the hours it is available (you will need to verify these hours upon check-in). REQUIRED PHOTOS: 1) 1 of the lobby 2) 2 (TWO) of the room each photo from at least two different angles 3) 1 of the bathroom 4) 1 of the pool area (especially if there are issues/anything seems out of place) 5) 1 of the workout facility (especially if there are issues/anything seems out of place) 6) 1 of the breakfast area/dining room 7) 1 of the breakfast area set up 8) 1 of the building exterior including the front entrance Take a high quality digital camera with you to the location. All photos must be in focus and situated with the best angle to clearly identify the subject. Please check for clarity and quality of these photos before you leave the hotel. We cannot accept shops without the required photos. Your photos must all be full size photographs and NOT small or thumbnail photos. You must personally take all of the photographs. DO NOT pull photos from the internet and submit them with your report! You will NOT be reimbursed if you falsify your photos in any way. *Parking: Some locations are gated and some offer free parking while others charge. If your location charges for parking, you will be ONLY reimbursed the fee/rate indicated in your event note in addition to your room rate. You will only be reimbursed for 1 vehicle. You will need to have this charge listed on your final hotel bill and it MUST be provided to be reimbursed. For those locations that are gated, if you have problems entering or leaving (i.e. room key doesn t open the gate), you will need to use the intercom to talk to the GSA (Guest Service Agent). *Check-In: As there are many items to be reviewed during the check-in process, please be certain to listen carefully to the entire exchange with the employee to ensure you will recall all of the items reviewed. *Life Safety Issues: There are several questions on the form that instruct you to call Drury Hotel s Director of Quality Assurance, Andrea Ellerbrock, if you notice any life safety issues Non-Emergency Issues (Call ) and leave a message with all required information: Entrance to room/room keys issued without verifying ID More than 3 alcoholic beverages being poured per guest (FOR YOURSELF AND YOUR GUEST ONLY) If you observe other guests of the hotel being served incorrectly, you will note this in the report, however, you will NOT call unless it happens to you. Emergency Issues (Call Andrea at ) The pool drain is NOT visible due to cloudiness of the water A team member is visibly intoxicated/drinking on the job from the bar 2

3 Alcohol being served after 7:15 PM Team member sleeping on duty You may have to leave a voice mail, but it is not unusual for her to answer the phone. If you must leave a message, please include the hotel name/location, date/time, the staff member s name, and specific details of what occurred. This is crucial so they can resolve the issue immediately. Your shopper identity will NOT be compromised. IF YOU CALL Andrea ABOUT AN ISSUE INVOLVING A STAFF MEMBER (i.e., OVERSERVING ALCOHOL OR A SLEEPING STAFF MEMBER), PLEASE BE PREPARED TO PROVIDE THE NAME OF THE STAFF MEMBER IN QUESTION. These requirements are very important to the client. If you fail to make the required call, you run the risk of your shop not being accepted. *Guest Resolution: You are required to call the front desk with a maintenance problem OR a special request. If you call the front desk with a REQUEST, please do the following: Request ONE of the following during your visit: Soap, shampoo, extra hanger, a baby crib, towels, extra pillow, toothpaste, toothbrush, razor and/or extra coffee. OTHER alternate requests could be to request a late check-out or directions (nearest ATM, movie theatre, gas station, nearest airport, post office, liquor store, pharmacy, hospital, office supply store, or car wash). If you ask for directions, describe how the GSA handled your request and whether the directions were given verbally, pre-printed or written at the desk for you. Your request MUST be made by CALLING the front desk from your room and NOT in person at the desk. Names are very important when inputting this portion of your report. When filling out this section of the on-line report, you must state the exact scenario you used and describe in full detail. If you call the front desk with a maintenance problem, please pose ONE of the following situations: Inform them that your toilet is running-when a representative comes to check it, say that it appears to have stopped. Call the front desk and inform them that your coffee maker does not appear to be thoroughly clean. Call the front desk and tell them that you are having trouble setting the heat or air-conditioning to a comfortable level. Call and say that you have a dirty or bad odor on the pillowcase. Call and say that the bathroom floor is not clean. When filling out this section of the on-line report, you must state the exact scenario you used and describe in full detail how it was handled. *Room Entry REQUIRED: In addition to the problem or request above, you will at another point during you stay, approach a housekeeper and ask to be let back into your room AND approach the front desk and ask for a new room key. The objective of these scenarios is to see how the staff handles your request The housekeeper should NOT let you in and REDIRECT you to the front desk to get a new key OR advise you they are unable to let you back in. The front desk person should ask for your identification. You must approach the front desk sometime before 10 PM or after 7 AM (the next morning) to complete this scenario. You MUST have your identification with you to present when the front desk person requests it. If you are not required to show a form of identification BEFORE you are issued a new key, you MUST call and leave a message for Andrea Ellerbrock. It is NOT acceptable for the staff to indicate they remembered or recognized you from before. If you fail to make the required call, you run the risk of your shop not being accepted. *Late night reentry: You are required to leave the hotel sometime between 10:30 PM and 4:30 AM and then reenter to be sure the front doors are locked. If you do not have your room key when you reenter, you will have to be buzzed in and have ID available if asked. Please be sure to note on the report whether or not the doors were locked during these hours. *5:30 Kickback Drury Brand Hotels: Every evening between 5:30-7 p.m., the hotel hosts a 5:30 Kickback, which serves free hot food and cold beverages to all guests. You MUST attend the Kickback from the exact time it starts until the time it ends in order to properly make your observations. You and your guest, if applicable, and ONLY if your guest is at least 21 years of age will be given (most likely at check-in) one coupon/card to be redeemed at the Kickback for alcoholic drinks. This is a required part of the shop and you must visit the bar to order the required alcoholic beverages. When redeemed, EACH guest should only be allowed 3 alcoholic drinks (3 single, 1 double plus 1 single OR 1 triple shot). As each drink is ordered, the bartender is required to mark your coupon/card appropriately (i.e. if you order a double, two boxes should be marked, etc.). During your first visit to the bar, you will request a double to see if the bartender pours drink with 2 shots of alcohol and marks 2 boxes on your drink card/coupon. You will then make a 2nd separate visit to the bar and again ask for another double. The bartender should follow protocol and inform you that he/she is unable to accommodate because you have only box left and offer you a single drink. If only wine or beer is offered, please report on whether or not your card was marked appropriately for the number of glasses ordered. **KENTUCKY LOCATIONS: Per state law, they are not allowed to give away alcohol for free, so they will sell the cards to you for a nominal fee (i.e., $0.75).You must purchase the card(s) and follow instructions above. Add the charges in the receipt area on your report. You will be reimbursed. *Social Hour: Other brands under the Drury Hotel portfolio will also have a social event in the early evening. If the location you are visiting offers a social event, which would include light snacks, drinks, etc., you are REQUIRED to attend and report your observations in the Kickback section of the report. Pear Tree Inns offer the same type of social hour as Drury s Kickback along with the drink card. You must order drinks according to the Kickback guidelines above to see how the bartender handles your request. Please be sure you review your questionnaire completely to know what is required. Failure to do this on your shop may result in non reimbursement. You should check the information on the locations website so you are aware of what is available at the location you are visiting upon arrival. 3

4 *Breakfast: At Drury Inn & Suites, Drury Inns, Drury Suites, Drury Lodge, and Drury Plaza Hotels, a FULL FREE breakfast is offered, which is referred to as the Free Hot QUICKSTAR Breakfast. At Pear Tree Inns, a free CONTINENTAL breakfast is offered. If you are visiting a different brand and they offer a complimentary breakfast, you are REQUIRED to attend and consume breakfast at the location you are assigned to visit. Hours may differ but are typically 6-9:30 AM, Monday through Friday and 7-10:00 AM on Saturday and Sundays. You MUST arrive 5 minutes before the start time in order to properly make your observations. You must visit the breakfast area a few times (at least 10 minutes each time) during the hours that breakfast is served to ensure service levels remain high, food is properly stocked and the area remains clean. You should spend a total of at least 45 minutes during the breakfast hours at different intervals to properly observe policies and to check if a manager is on duty at any of these times. The exact time you visit the breakfast area must be listed on your report form. *Guest Pantry Purchases (where applicable): Some locations have a Guest Pantry. Check on-line at the client s website to see if the location you are visiting has a Guest Pantry. If your location does offer a Guest Pantry, you are REQUIRED to make two purchases. One on the day you arrive and one on the day you depart. Please pay cash, however, a receipt is no longer required. You will be reimbursed up to $10 for these two purchases, so please put the amount in the appropriate box when filling out your report. You will add these two together for one amount. *Staff Names: Name tags are worn by ALL staff. If a name is unobtainable, a specific description is REQUIRED for all staff encountered, especially for the Check-In/Out GSA (Guest Service Agent) AND for any food service staff (i.e. Breakfast Attendant, on-site restaurant or room service server). Only include gender (if known), hair color, height and location where seen. DO NOT include age with the descriptions. *Smile: There are specific questions in multiple sections regarding the staff smiling. Be sure you observe whether this occurred when you interacted with the specific staff member as you will be answering based on this interaction. It should not be based on how they interacted with others with the exception of the management section. You will note in that section whether or not you observed them smiling at any time during your stay whether it was with you or other guests/staff. *Management: Unlike other staff who will be wearing a uniform, the manager will be dressed in professional business attire (jackets, suits, etc.) with a nametag. Please be advised that the manager may be male or female and any age. Although it is not REQUIRED, if you have an opportunity to speak to a manager in person at some point during your visit (i.e. at breakfast, 5:30 Kickback, etc.) please do so and provide feedback on your interaction/conversation. Some things that you can inquire about are directions, provide good feedback or improvement suggestions, address problem issues, etc. *Wake-up Call: Even if you do not need this service, you MUST request it. *Check-out: Express Check Out may be offered when you check into the property. If you receive an Express Check Out receipt under your door on the morning you are scheduled to check out, you still must also go to the desk and physically check out (again) with the GSA in order to answer the questions in the Check Out section of the report. If you are asked if your stay was satisfactory and there were true/actual issues that occurred which would prevent you from returning or recommending the location, please mention it to the GSA and comment on how it was handled. *Survey/Comment Cards: Occasionally, a survey/comment card will be provided on your table, with your final bill or mailed/ ed to you a few days after your visit. Do not complete it. *Social Media/Online Reviews: Unless we expressly authorize otherwise, you may NOT post any reviews about your experience online or publicly in any manner. Doing so will result in non-reimbursement and immediate disqualification of future assignments. *Coupons/Gift Certificates: You are not permitted to use a coupon, Groupon, Living Social, Scout Mob etc. during this shop. However, gift certificates are permissible. *Reimbursement: If your location requires you to pay for parking in addition to your room, you will enter each charge SEPARATELY on-line. You MUST enter the amounts for all charges to be reimbursed properly. Improper receipt entry can result in non-reimbursement of that amount. It is REQUIRED that you get an ITEMIZED receipt(s) if you had to make a payment separately (i.e. parking, guest pantry, etc.) from your hotel charge and submit it WITH your final hotel bill. *Your Report: Please tell the story of your visit. We are looking for a lot of commentary in every section. There should be details to support your yes answers, as well as a comment to explain every no answer, every n/a answer and every lowered rating. Please check out the Get Started/Help tab to view the sample shops (a great shop and what not to do). *Questions From Our Staff: For up to 3 days after submission of your report, check your and/or the Home section of the website to see if additional information is needed. A reply back to the editor is required within 24 hours. *Receipts: Receipts are required for all of your purchases on your shop. You must get the itemized and credit card receipts. These will help you when filling out your report (item names, location name, etc.). Be sure to correctly enter the amount(s) from your receipt(s) into our system when you submit your report. If multiple receipts are required, please pay special attention when entering the amounts into the receipt section of your report. You must enter the amount spent in the receipt box labeled for that particular expense. In some cases, you may be required to add together two or more receipt totals and tips, so be mindful of the title of each receipt entry box. Improper receipt entry can result in nonreimbursement of that amount. 4

5 *Receipt Upload: A scanned or digital image of your receipt(s) is REQUIRED to be attached to your report in the receipt area. You should upload the receipt(s) onto your computer before completing your report. Only uploaded receipts that are attached to reports will be accepted. If you do not have a scanner, take a digital photo of your receipt(s) and it to your computer to upload to your report. Make sure the image is large enough to read, clear and legible. We cannot accept thumbnail images or PDF files. Do not accept this assignment if you are unable to attach a digital image of your receipt to your report. 5