    National Park Service: The Condition of Lodging Facilities Varies Among
    Selected Parks (Letter Report, 08/06/98, GAO/RCED-98-238).

    Pursuant to a congressional request, GAO reviewed: (1) what, if any,
    standards the National Park Service has for its lodging facilities and
    how they are applied; (2) how common industry standards for maintaining
    the condition of hotel and motel facilities compare to the Park
    Service's standards; and (3) the condition of lodging facilities in
    national parks when evaluated by common industry standards.

    GAO noted that: (1) the Park Service has standards for lodging
    facilities located in national parks and generally conducts formal
    evaluations of the condition of these facilities at least twice a year;
    (2) if problems are identified during these inspections, follow-up
    inspections are done to determine if the deficiencies were corrected;
    (3) a final evaluation of a concessioner's performance is also completed
    at the end of the year; (4) the Park Service's and industry's standards
    for inspecting the condition of lodging facilities are generally
    similar; however, industry's standards impose requirements for
    additional amenities, furnishings, safety, and security; (5) some of
    these additional industry requirements were available in many park
    lodging facilities; (6) Park Service officials told GAO that not all of
    the industry's standards, such as providing a television in every room,
    should apply to lodging facilities in the national park system; (7)
    however, the Park Service is revising its standards to include more
    industry requirements; and (8) generally, when evaluated by common
    industry standards, the condition of lodging facilities in national
    parks varies among parks and within parks.

    --------------------------- Indexing Terms -----------------------------

     REPORTNUM:  RCED-98-238
         TITLE:  National Park Service: The Condition of Lodging Facilities
                 Varies Among Selected Parks
          DATE:  08/06/98
       SUBJECT:  National recreation areas
                 National parks
                 Hotels and motels
                 Facility maintenance
                 Facility security
                 Concessions contracts
                 Comparative analysis
                 Maintenance standards

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    Cover
    ================================================================ COVER

    Report to the Chairman, Subcommittee on National Parks, Historic
    Preservation, and Recreation, Committee on Energy and Natural
    Resources, U.S.  Senate

    August 1998

    NATIONAL PARK SERVICE - THE
    CONDITION OF LODGING FACILITIES
    VARIES AMONG SELECTED PARKS

    GAO/RCED-98-238

    Condition of NPS Lodging Facilities

    (141179)

    Abbreviations
    =============================================================== ABBREV

      AAA - American Automobile Association
      GAO - General Accounting Office
      NPS - National Park Service

    Letter
    =============================================================== LETTER

    B-280453

    August 6, 1998

    The Honorable Craig Thomas
    Chairman, Subcommittee on National Parks,
     Historic Preservation, and Recreation
    Committee on Energy and Natural Resources
    United States Senate

    Dear Mr.  Chairman:

    The National Park Service offers visitors to our national parks a
    variety of overnight lodging accommodations including deluxe,
    mid-scale, and economy rooms.  In some cases, these are the only
    lodging facilities located in or near a park.  Concessioners manage
    the operation of these lodging facilities under contract with the
    Park Service.  According to the Park Service, the rates that
    concessioners can charge for staying in park lodging facilities are
    comparable to those of similar facilities within the region.
    However, all rates must be approved by the park superintendent.

    Concerned about whether visitors to our national parks are receiving
    accommodations that are safe, clean, and well maintained, you asked
    us to provide you with information on (1) what, if any, standards the
    Park Service has for its lodging facilities and how they are applied;
    (2) how common industry standards for maintaining the condition of
    hotel and motel facilities compare to the Park Service's standards;
    and (3) the condition of lodging facilities in national parks when
    evaluated by common industry standards.

    To respond to these objectives, we performed our work at a judgmental
    sample of 10 national parks that included Bryce Canyon, in Utah;
    Canyon de Chelly National Monument, in Arizona; Death Valley, in
    California; the Grand Canyon, in Arizona; Lake Mead National
    Recreation Area, in Arizona and Nevada; Mammoth Cave, in Kentucky;
    Mesa Verde, in Colorado; Shenandoah, in Virginia; Yosemite, in
    California; and Zion, in Utah.  On June 1, 1998, we briefed you on
    the results of our inquiry and agreed to provide you with this report
    summarizing our findings.

       RESULTS IN BRIEF
    ------------------------------------------------------------ Letter :1

    The Park Service has standards for lodging facilities located in
    national parks and generally conducts formal evaluations of the
    condition of these facilities at least twice a year.  If problems are
    identified during these inspections, follow-up inspections are done
    to determine if the deficiencies were corrected.  A final evaluation
    of a concessioner's performance is also completed at the end of the
    year.

    The Park Service's and industry's standards for inspecting the
    condition of lodging facilities are generally similar; however,
    industry's standards impose requirements for additional amenities,
    furnishings, safety, and security.  We found that some of these
    additional industry requirements were available in many park lodging
    facilities.  For example, while not required by the Park Service's
    standards, every room we inspected had a smoke detector although a
    few were not functioning.  Park Service officials told us that not
    all of the industry's standards, such as providing a television in
    every room, should apply to lodging facilities in the national park
    system.  However, the Park Service is currently revising its
    standards to include more industry requirements.

    Generally, when evaluated by common industry standards, the condition
    of lodging facilities in national parks varies among parks and within
    parks.  For example, facilities like those at Bryce Canyon and Zion
    National Parks are in very good condition.  However, other
    facilities, such as some structures at Stovepipe Wells in Death
    Valley National Park, need substantial renovation.

       BACKGROUND
    ------------------------------------------------------------ Letter :2

    Since its establishment in 1916, the Park Service has acquired or
    constructed a number of lodging facilities, especially in isolated
    locations, so that visitors can stay in the parks.  Lodging in the
    national park system consists of a variety of facilities, including
    hotels, motels, cabins, rustic lodging (lodging not accessible by
    automotive vehicles), hostels, and tents.  Much of this lodging
    existed before the park units were established or was built during
    one of two major construction periods.  The first construction period
    occurred in the 1920s and 1930s, when cabins and lodges were mainly
    built, and the second period was during a 10-year capital investment
    program between 1956 and 1966 called "Mission 66." As a result, many
    lodging facilities in the national parks are historic structures,
    such as the Old Faithful Inn, located in Yellowstone National Park.
    Currently, about 29 national parks offer visitors overnight lodging
    accommodations in hotel- or motel-type facilities.

    Private businesses (concessioners) manage all overnight lodging
    accommodations in the national park system under contract with the
    Park Service.  The Park Service evaluates the performance of the
    concessioners to ensure that visitor services and facilities are
    safe, sanitary, attractive, and at levels that visitors would expect
    from the private-sector facilities outside of Park Service areas.

       THE PARK SERVICE HAS STANDARDS
       FOR LODGING FACILITIES IN
       NATIONAL PARKS
    ------------------------------------------------------------ Letter :3

    The Park Service has standards for evaluating park lodging
    facilities.  These standards are used to evaluate both the exterior
    and interior of the facilities.  To assess the exterior of
    facilities, Park Service inspectors examine, among other things, the
    condition of structures, grounds, public signs, and public rest
    rooms.  For example, to determine the condition of a structure,
    inspectors examine whether it is clean, well painted or otherwise
    treated, and in good repair.  To assess a facility's interior, Park
    Service inspectors examine, among other things, room safety and
    security, furnishings, housekeeping, and maintenance.  For example,
    the Park Service's security standards require that all doors and
    windows accessible to a room must have adequate, operable locking
    devices that are changed as necessary to preclude the duplication of
    keys and theft.  Furthermore, the doors to rooms must have a
    double-locking system from the inside, and entryway doors must be
    sufficiently illuminated to allow easy access.  Also, the Park
    Service's furnishing standards require that each bed be made-up with
    two sheets, one mattress pad, pillow(s), pillow case(s), a blanket,
    and a bedspread.  All bedding must be clean, untorn, and free of
    stains, and of the proper size for the mattress.

    Generally, the Park Service conducts a minimum of two formal
    evaluations of a park's lodging facilities each year by inspecting a
    sample of rooms.  The actual number and timing of these inspections
    vary from park to park but are based on the type of park operation,
    seasonal or year-round; the size of the park operation in terms of
    gross revenue; and the previous year's rating of the concessioner's
    performance.  For example, if a concessioner is having problems, the
    number of inspections increases.  Inspections are usually conducted
    by a Park Service concessioner specialist or other Park Service
    employee who conducts the inspections in addition to other regular
    duties.  If problems are identified during these inspections,
    follow-up inspections are done to determine if the deficiencies were
    corrected.  A final evaluation of the concessioner's performance is
    also completed at the end of the year.

       INDUSTRY'S STANDARDS HAVE MORE
       REQUIREMENTS THAN THE PARK
       SERVICE'S STANDARDS
    ------------------------------------------------------------ Letter :4

    National travel organizations, such as the American Automobile
    Association and Mobil Travel Guide, as well as hotel and motel
    franchises, such as Holiday Inn and Days Inn, use standards to
    evaluate the quality and condition of lodging accommodations
    throughout the United States.  Generally, these organizations use
    similar standards, but there are some minor differences.  For
    example, some industry standards require that bed linen be changed
    daily, while others allow guests to determine how often bed linens
    are changed as part of an environmental/energy-saving program.  We
    found that the Park Service's and industry's standards are generally
    similar, but there are some important additional requirements imposed
    by industry.  For example, to assess the condition of rooms, both the
    Park Service's and industry's standards require an evaluation of room
    safety and security, furnishings, housekeeping, and maintenance.
    However, industry's standards have more room safety and security
    requirements, such as a requirement that each room have a smoke
    detector, dead-bolt lock, and door viewport/window.  The Park
    Service's standards do not include these requirements, although most
    of the rooms we inspected had these items.

    Some of the differences that we found in the standards are due to the
    Park Service's desire to maintain lodging facilities in a manner that
    is more consistent with the rustic, serene setting that guests
    anticipate when visiting a park.  Therefore, while required by
    industry's standards, in-room amenities like a telephone, television,
    and an alarm/clock radio are not required by the Park Service.  Other
    differences, however, such as the additional safety and security
    requirements imposed by industry's standards, are significant.

    The Park Service is currently revising its standards and has
    established work groups to review industry's standards and identify
    those requirements that are appropriate for park lodging facilities,
    such as having a smoke detector in every room.  Appendix I of this
    report contains a checklist of common industry standards and provides
    a comparison of these standards to the Park Service's current
    standards.

       CONDITIONS VARY AMONG PARK
       LODGING FACILITIES
    ------------------------------------------------------------ Letter :5

    The condition of lodging facilities in national parks varies among
    parks and within parks when evaluated by common industry standards.
    On the basis of a judgmental sample of 10 national parks, we found
    that the exterior and grounds of most of the lodging facilities were
    generally in good condition.  For example, facilities like those at
    Bryce Canyon and Zion National Parks were in very good condition.
    However, some facilities, such as some of the structures at Stovepipe
    Wells in Death Valley National Park, needed substantial renovation.
    In addition, some lodging facilities, such as the Wawona Hotel in
    Yosemite National Park, can require a substantial investment to make
    needed repairs because they are historic structures.  The renovation
    of a historic structure can be costly because certain requirements
    may have to be met.  For example, in some cases, attempts are made to
    match the original appearance of the structure, and period materials
    and craftsmanship are used in performing the work.  Appendix II
    provides a park-by-park summary of the overall results of our
    inspection of lodging facilities at 10 national parks.

    We also found that some rooms in some parks raise safety and security
    concerns.  Although the items are not specifically required by the
    Park Service's standards, most of the rooms we inspected had a smoke
    detector, a door with a dead-bolt lock, and a viewport or window
    convenient to the door.  However, in the 10 parks that we visited, 4
    had at least one room with a nonfunctioning smoke detector; 5 had at
    least one room without a functioning dead-bolt lock; 4 had at least
    one room with a nonfunctioning window lock; and 4 had at least one
    room without a viewport or window convenient to the door.

    In addition, the condition of rooms with regard to furnishings,
    housekeeping, and maintenance varied among parks and within parks.
    In some parks, like Bryce Canyon, Canyon de Chelly, and Zion, the
    overall condition of the rooms was very good.  However, at most
    parks, at least some furnishings required by industry's standards
    were not available, and some housekeeping and maintenance problems
    were found.  For example, six parks had rooms without an alarm
    clock/radio, and three parks had no telephone in any guest room.
    Some Park Service officials consider the lack of a room telephone to
    be a safety concern because of the general aging of the population
    and the isolation of some rooms.  Two parks had a large number of
    housekeeping problems, such as dirty and/or stained carpets and
    unclean windows.  Finally, five parks had a substantial number of
    repair and maintenance problems, such as cracks, holes, or stains in
    bathroom walls and/or ceilings, and grout problems in showers.
    Appendix III provides details of the results of our room inspections
    in 10 national parks.

       AGENCY COMMENTS
    ------------------------------------------------------------ Letter :6

    We provided the Department of the Interior with draft copies of this
    report for review and comment.  The Department acknowledged the need
    to repair, rehabilitate, and upgrade some of its lodging facilities
    and stated that these situations will be addressed as funding becomes
    available.  The Department noted that such problems may have resulted
    from the fact that some concession facilities are being managed under
    older contract language that includes a "mutual consent clause" that
    can prevent the Park Service from making changes to the
    concessioner's maintenance plans unless there is mutual agreement by
    the concessioner.  The Department stated that the Park Service's
    revised standard concession contract language no longer includes
    mutual consent clauses.  The Department also noted, as stated in our
    draft report, that the Park Service is currently reviewing its
    existing lodging standards with continuing active input from the
    hotel industry.  The Department stated that additional safety
    requirements, along with new environmental standards, are being
    incorporated into revised Park Service standards, which the Park
    Service plans to issue in late 1998.  Finally, the Department stated
    that the Park Service will conduct a follow-up of our evaluation
    results with all the parks that were included in this review to
    determine if the deficiencies that we found have been corrected.  The
    Department's specific comments are in appendix IV.

       SCOPE AND METHODOLOGY
    ------------------------------------------------------------ Letter :7

    To determine whether the Park Service has lodging standards and how
    they are applied, we reviewed appropriate Park Service policies on
    and procedures for lodging and interviewed Park Service headquarters
    officials and various park superintendents, concessioner specialists,
    and representatives of concessioners.  To determine how common
    industry standards for maintaining the condition of hotel and motel
    facilities compare to the Park Service's, we obtained the standards
    used by two private-sector firms to evaluate the quality and
    condition of lodging accommodations across the country as well as
    standards used by a national hotel franchise and a national motel
    franchise to determine quality assurance.  To determine the condition
    of lodging facilities in national parks when evaluated by common
    industry standards, we used the industry's standards that we
    identified to develop a checklist of common standards for inspecting
    park lodging facilities.  We showed this checklist to Park Service
    officials, who stated that it was reasonable but noted that not all
    of industry's requirements, such as providing a television in every
    room, should apply to lodging facilities in the national park system.
    We applied our checklist of standards to facilities in a judgmental
    sample of 10 national parks.  We made unannounced visits to these
    parks and generally conducted our inspections with representatives of
    the Park Service and the concessioner.  We also documented the
    conditions we found with photographs, some of which are presented in
    appendix II of this report.

    Our study has a number of limitations.  First, we did not examine the
    condition of hotel and/or motel rooms managed in the private sector
    to determine the extent of safety, furnishing, housekeeping, and
    maintenance problems in the industry.  As a result, we do not know if
    the condition of the Park Service's lodging facilities is better
    than, worse than, or the same as that of industry's facilities.
    Second, our study was based on a judgmental sample of parks, so the
    results are not projectable to the national park system.  In
    addition, our sample of rooms at a given park is not projectable to
    the overall condition of rooms in that park.  We conducted our review
    from April through June 1998 in accordance with generally accepted
    government auditing standards.

    ---------------------------------------------------------- Letter :7.1

    We are sending copies of this report to the Secretary of the
    Interior; the Director, National Park Service; and the Director,
    Office of Management and Budget.  We will also make copies available
    to others upon request.  If you have any questions or need additional
    information, please contact me at (202) 512-8021.  Major contributors
    to this report are listed in appendix V.

    Sincerely yours,

    Barry T.  Hill
    Associate Director, Energy,
     Resources, and Science Issues

    COMPARISON OF GAO'S CHECKLIST OF
    COMMON INDUSTRY STANDARDS TO THE
    NATIONAL PARK SERVICE'S STANDARDS
    FOR EVALUATING LODGING FACILITIES
    =========================================================== Appendix I

    This appendix describes the standards that we used to assess the
    condition of lodging facilities at 10 national parks and compares
    these standards with the National Park Service's (NPS) current
    standards.

    The American Automobile Association (AAA), the Mobil Travel Guide,
    Holiday Inn, and Days Inn use standards to evaluate the quality and
    condition of hotel and motel accommodations throughout the United
    States.  AAA's standards are used for evaluating the quality and
    condition of over 45,000 accommodations, restaurants, and other
    tourist attractions throughout the United States for travel
    publications and the delivery of electronic information.  The Mobil
    Travel Guide's standards are used for evaluating the quality of
    furnishings, service, housekeeping, maintenance, staffs' attitude,
    and other characteristics of over 20,000 facilities, including
    hotels, motels, and other food and lodging facilities throughout the
    United States.  Holiday Inn's standards are used to evaluate the
    condition and quality of Holiday Inn hotels across the country as
    required by the franchise's license agreement.  Days Inn's standards
    are used to perform quality assurance evaluation reports on all Days
    Inn motel facilities across the country.

    We used these industry lodging standards to develop a checklist of
    common industry standards for inspecting lodging facilities in
    national parks.  AAA uses one to five diamonds in its rating system.
    A diamond rating is assigned to a property on the basis of the
    conditions noted at the time of inspection; five diamonds signifies
    the highest rating.  All physical attributes and the quality of
    services are considered.  In developing our checklist, we used AAA's
    one-diamond rating, which describes these properties as clean, safe,
    and well maintained.  The Mobil Travel Guide has a rating system that
    uses one to five stars.  In developing our checklist, we used Mobil's
    one-star rating characteristics, which state that a motel or lodge
    earning this rating offers a minimum of services but is an
    appropriate and comfortable place to spend the night.  Holiday Inn's
    and Days Inn's standards are the same for all of their properties.

    NPS' and industry's standards are generally similar in that both
    evaluate, among other things, the exterior and interior of lodging
    facilities.  Specifically, NPS' and industry's standards for
    exteriors are generally the same.  Both standards evaluate the
    condition of structures, grounds, public signs, and public rest
    rooms.  The standards for assessing the condition of rooms are also
    generally the same.  Specifically, both standards evaluate rooms for
    safety and security, furnishings, housekeeping, and maintenance.
    However, industry's standards have more requirements than NPS'.  For
    example, industry's standards require that rooms have a smoke
    detector, dead-bolt lock, and viewport/window convenient to doors.
    Common industry standards also require that every room have such
    items as a telephone, television, and alarm/clock radio.  NPS
    officials stated that not all of industry's standards should apply to
    lodging in national parks.  For example, NPS' standards let the park
    superintendent decide whether to include a television in every room.

    Table I.1 presents the checklist of common industry standards that we
    developed and used to evaluate the condition of NPS' lodging.  In
    table I.1, we also identified the industry's standards that are not
    required by current NPS' standards.  NPS' standards are being revised
    to reflect additional industry requirements, such as the requirement
    that a smoke detector be in each room.

                                   Table I.1

                     Comparison of GAO's Checklist to Park
                              Service's Standards

    NAME OF FACILITY
    ----------------------------------------  ----------------------------

    INDUSTRY STANDARD                         PARK SERVICE STANDARD

    FACILITY EXTERIOR

    STRUCTURE CONDITION                       Same.

    Well painted or otherwise treated         Same.

    Clean                                     Same.

    In good repair                            Same.

    GROUNDS                                   Same.

    Well maintained                           Same.

    Properly illuminated                      Same.

    Uncluttered and free of litter/debris     Same.

    Trash containers                          Same.

    --Sufficient number                       Same.

    --Convenient                              Same.

    --Overflowing                             Same.

    Paved or gravel parking area              Same.

    PUBLIC SIGNS                              Same.

    Accurate                                  Same.

    Appropriately located                     Same.

    Well maintained                           Same.

    PUBLIC RESTROOMS                          Same.

    Clean                                     Same.

    Odorless/ventilated                       Same.

    Free of litter                            Same.

    Well maintained                           Same.

    --Toilet tissue                           Same.

    --Towels or functioning air-drying        Same.
    device

    --Soap                                    Same.

    Waste receptacle                          Same.

    Well illuminated                          Same.

    Mirror                                    Same.

    Handicapped accessible                    Same.

    FACILITY INTERIOR

    ROOM SAFETY AND SECURITY                  Same.

    Primary lock on all doors                 Same.

    Dead-bolt lock on all doors               Not required. However, NPS'
                                              standard requires that each
                                              room be equipped with a
                                              double locking system from
                                              the inside such as a primary
                                              door lock and a door chain.

    Door has a viewport/window                Not required.

    Locks on all windows                      Same.

    Smoke detector                            Not required. However, NPS'
                                              draft revised standards
                                              require a smoke detector.

    --Functioning

    Active light switch at main entry to      Same.
    unit

    ROOM ILLUMINATION                         Same.

    Sufficient lamps to properly illuminate   Same.
    the room

    Lamps for reading or writing must         Same. However, NPS' standard
    provide bulbs of at least 75 watts        also states that the bulb
                                              wattage is not to exceed the
                                              specification printed on the
                                              specific light fixture.

    ROOM FURNISHINGS                          Same.

    At least one chair                        Same.

    --In good condition                       Same.

    Writing surface                           Not required.\a

    --In good condition

    A night stand or equivalent               Not required.\a

    --In good condition

    Clothes hanging facilities; drawers or    Same.
    clothes storage area

    --In good condition                       Same.

    Television (If provided)                  If required by the park
                                              superintendent.

    --Functioning

    Telephone (If provided)                   If required by the park
                                              superintendent.

    --Functioning

    --Direct dial or 24 hour switchboard

    OTHER ROOM REQUIREMENTS

    Waste basket                              Same.

    Ice bucket (If ice is available)          Same.

    Electrical outlets                        Same.

    --Functioning                             Same.

    Alarm/clock radio                         Not required.

    Note pad                                  Not required.

    Pen or pencil                             Not required.

    Free of extension cords                   Not required.

    Quiet--sufficient soundproofing           Not required. However, NPS'
                                              draft revised standards
                                              require room soundproofing.

    Adequate space for one piece of luggage   Same.

    Shades, draperies or blinds on all        Same.
    windows

    Window coverings effectively shut out     Same.
    light from outside

    Heating system                            Same.

    --Functioning                             Same.

    --Reasonably quiet                        Same.

    Air conditioning                          If required by the park
                                              superintendent.

    --Functioning

    --Reasonably quiet

    All room elements are color coordinated   Same.

    Adequate free floor space for room size   Same.

    OVERALL ROOM CLEANLINESS                  Same.

    Free of insects/rodents                   Same.

    No dust/dirt/litter                       Same.

    No cobwebs                                Same.

    No stains                                 Same.

    Odorless                                  Same.

    Clean windows                             Same.

    ROOM CARPETING                            Same.

    Not dirty/stained                         Same.

    Not worn out/torn                         Same.

    ROOM WALLS/CEILING                        Same.

    Clean                                     Same.

    No peeling paint                          Same.

    Free of defects such as cracks, holes,
    or stains                                 Same.

    MATTRESS                                  Same.

    Non-sagging                               Same.

    Odorless                                  Same.

    Sized to fit bed frame                    Same.

    Free of lumps and protruding tufts        Same.

    BOX SPRINGS                               Same.

    Non-protruding                            Same.

    Quiet                                     Same.

    Unbroken                                  Same.

    OTHER BEDDING REQUIREMENTS

    Clean pillow(s)                           Same.

    Two clean sheets                          Same.

    One clean mattress pad                    Same.

    Clean pillow case(s)                      Same.

    Suitable, clean bedspread                 Same.

    Suitable, clean blanket                   Same.

    Bed linen changed daily. However, some    Not required. However, NPS'
    industry standards are allowing guests    draft revised standards
    to determine how frequently bed linens    require bed linens to be
    are changed as part of an environmental/  changed daily or in
    energy saving program.                    accordance with the park's
                                              approved environmental
                                              policies.

    BATH AREA

    GENERAL

    Private bath (with no carpeting in        Not required.
    commode area)

    Adequate ventilation (fan/window)         Same.

    Adequate lighting                         Same.

    TOILET

    Functioning                               Same.

    Clean                                     Same.

    SHOWER/TUB

    Functioning                               Same.

    Clean                                     Same.

    No grout problems                         Same.

    Adequate water pressure                   Same.

    Non-skid pad/strips                       Same.

    Adequate hot water                        Same.

    No cracks                                 Same.

    Shower curtain/tub enclosure clean and    Same.
    free of tears and mildew

    VANITY/SINK

    Functioning                               Same.

    Clean                                     Same.

    Mirror                                    Same.

    Adequate water pressure                   Same.

    Adequate hot water                        Same.

    Adequate light fixture above vanity       Same.

    Electrical outlet convenient to mirror    Not required.

    --Functioning

    BATH TOWELS

    One quality bath towel per person         Same.

    One quality hand towel per person         Same.

    One quality wash cloth per person         Same.

    Towel rack                                Same.

    Towels changed daily. However, some       Not required. However, NPS'
    industry standards are allowing guests    draft revised standards
    to determine how frequently towels are    require towels to be changed
    changed as part of an environmental/      daily or in accordance with
    energy saving program.                    the park's approved
                                              environmental policies.

    OTHER BATH REQUIREMENTS

    One cloth bath mat                        Same.

    Spare toilet tissue                       Same.

    One wrapped drinking glass per person     Same.

    Bathroom waste basket                     Same.

    One individually wrapped bar of soap per  Same.
    person

    Facial tissue                             Same.

    OVERALL BATH AREA CLEANLINESS

    No hair                                   Same.

    No stains                                 Same.

    BATH WALLS/CEILING

    Clean                                     Same.

    No peeling paint                          Same.

    Free of defects such as cracks, holes,    Same.
    or stains
    ----------------------------------------------------------------------
    \a NPS standards state that a room is to be adequately furnished to
    meet visitor needs.  The standards do not specifically mention a
    writing surface or night stand.

    PARK SUMMARIES ON THE OVERALL
    RESULTS OF GAO'S INSPECTIONS
    ========================================================== Appendix II

    This appendix presents a park-by-park summary of the overall results
    of our inspections of the lodging facilities at 10 national parks.
    To determine the condition of lodging facilities in national parks,
    we used common industry standards for inspecting lodging facilities
    (see app.  I) to develop a checklist and applied it to a judgmental
    sample of 10 national parks.  The checklist included criteria for
    both the condition of the exterior of the facilities and the
    condition of the rooms.  Specifically, to assess facilities'
    exteriors, we examined the condition of lodging structures, grounds,
    public rest rooms, and public signs.  In examining lodging
    structures, we determined whether they were well painted, clean, and
    in good repair.  In examining grounds, we determined, among other
    things, whether they were well maintained, properly illuminated, and
    free of litter and debris.  In examining public rest rooms, we made
    such determinations as whether they were clean, properly ventilated,
    and well maintained.  Finally, in examining signs, we determined
    whether they were accurate, appropriately located, and well
    maintained.

    To assess the condition of rooms, we examined (1) safety and security
    concerns, (2) the availability of furnishings, (3) the quality of
    housekeeping, and (4) the repair and maintenance of these rooms.  To
    determine safety and security concerns, we examined whether the rooms
    were equipped with a functioning primary lock, dead-bolt lock, window
    locks, and a smoke detector; whether the door had a viewport or
    convenient window; and whether a functioning light switch was in the
    room's entryway.  To determine the availability of furnishings, we
    examined such items as whether a room had at least one chair, a
    writing surface, nightstand, telephone, television, and air
    conditioning; the sufficiency of illumination; and the quality of
    bath towels and bed linens.  To determine the quality of
    housekeeping, we examined the overall cleanliness of the room and
    bathroom; in doing so, we determined whether the windows, walls,
    ceilings, carpeting, and bathroom fixtures were dirty.  To determine
    whether maintenance was being performed, we examined such items as
    the condition of furnishings and the functioning of the heating and
    air conditioning systems; we examined whether walls and ceilings were
    free of cracks, holes, and stains; and we examined the adequacy of
    water pressure.

    We showed the checklist to NPS' Concessioner Program Manager, who
    stated that the checklist was reasonable but noted that not all of
    the industry standards that we included in our checklist are required
    by current NPS standards.  Furthermore, he stated that not all
    industry standards, such as the presence of a television and air
    conditioner in every room, should apply to lodging facilities in the
    national park system.

    We selected a judgmental sample of 10 national parks that included
    Bryce Canyon, in Utah; Canyon de Chelly National Monument, in
    Arizona; Death Valley, in California; the Grand Canyon, in Arizona;
    Lake Mead National Recreation Area, in Arizona and Nevada; Mammoth
    Cave, in Kentucky; Mesa Verde, in Colorado; Shenandoah, in Virginia;
    Yosemite, in California; and Zion, in Utah.  We made unannounced
    visits to the parks and applied our checklist to the lodging
    facilities and a sample of rooms.  The types of facilities that we
    inspected varied by park and included hotel, motel, and lodge rooms
    as well as cabins.  These facilities had varying room rates.  All of
    the facilities were managed by concessioners.  Some of the facilities
    were owned by NPS, while others were owned by concessioners.

       BRYCE CANYON NATIONAL PARK
    -------------------------------------------------------- Appendix II:1

    The lodging facilities at Bryce Canyon National Park, located in
    southwestern Utah, consist of a lodge, which includes a restaurant,
    gift shop, and 4 suites; 40 cabins; and a motel with 70 rooms.  These
    lodging facilities are owned by NPS and managed by a
    concessioner--AmFac Parks and Resorts.  The lodge was built in the
    1920s, and the cabins, which are over 60 years old, are historic.
    The motel is 12 years old.  Lodging facilities in Bryce Canyon are
    open year around, and room rates vary by the number of persons
    staying in a room.  The motel room rates range from $83 to $98 per
    night; the cabin rates range form $93 to $103 per night; and the
    lodge suites are $115 per night.

          CONDITION OF THE EXTERIOR
          AND GROUNDS AT BRYCE CANYON
    ------------------------------------------------------ Appendix II:1.1

    We found the exterior and grounds at Bryce Canyon to be in very good
    condition.  Specifically, we found the following:

             STRUCTURES
    ---------------------------------------------------- Appendix II:1.1.1

    All of the lodging structures in the park--the lodge, motel, and
    cabins--were in very good repair, and were well painted and clean.
    The lodge and cabins, shown in figure II.1, were renovated in 1985.

       Figure II.1:  Well-Maintained
       Lodge and Cabins at Bryce
       Canyon National Park

       (See figure in printed
       edition.)

             GROUNDS
    ---------------------------------------------------- Appendix II:1.1.2

    The grounds were very well kept and landscaped and very clean.  The
    parking areas are paved and well illuminated.

             PUBLIC REST ROOMS
    ---------------------------------------------------- Appendix II:1.1.3

    The public rest room, located in the lodge, was very clean and well
    maintained.

             PUBLIC SIGNS
    ---------------------------------------------------- Appendix II:1.1.4

    The public signs that we observed were accurate, well maintained, and
    appropriately located so that visitors can easily find the lodging
    facilities and services.

          CONDITION OF THE ROOMS AT
          BRYCE CANYON
    ------------------------------------------------------ Appendix II:1.2

    We inspected a total of nine rooms at Bryce Canyon--six motel rooms,
    one suite, and two cabins--for safety and security concerns, the
    availability of furnishings, the adequacy of housekeeping, and the
    repair and maintenance of these facilities.  We found the rooms to be
    in very good condition.  Specifically, we found the following:

          SAFETY AND SECURITY
    ------------------------------------------------------ Appendix II:1.3

    One of the suites in the lodge did not have a viewport or window
    convenient to the door so that a guest can tell who is at the door.
    Viewports or windows are required by industry's standards but not by
    NPS.  None of the other rooms that we inspected had any safety and
    security concerns.

             FURNISHINGS
    ---------------------------------------------------- Appendix II:1.3.1

    In accordance with the park's policy, none of the rooms in the park
    had a television or air conditioning.  We also noted that none of the
    rooms had notepads for guests to use.  The NPS concessioner
    specialist told us that NPS' standards do not require notepads and
    that it is not the concessioner's practice to provide them.

             HOUSEKEEPING
    ---------------------------------------------------- Appendix II:1.3.2

    Of the nine rooms that we inspected, we found only one housekeeping
    problem--a rusty shower rod--in one room.  The concession manager
    immediately called maintenance to get this replaced.

             REPAIRS AND MAINTENANCE
    ---------------------------------------------------- Appendix II:1.3.3

    There were no repair and maintenance problems in any of the rooms we
    inspected.  Figure II.2 shows the condition of a typical motel room
    at Bryce Canyon National Park.

       Figure II.2:  Motel Room in
       Very Good Condition at Bryce
       Canyon National Park

       (See figure in printed
       edition.)

    NPS officials and the concessioner manager at Bryce Canyon had a
    number of observations about why their lodging facilities were in
    very good condition.  First, the park has an excellent working
    relationship with the concessioner manager, who has a very positive
    attitude toward managing the lodging facilities.  In turn, the
    concessioner manager told us that he has excellent staff, who work
    very hard at keeping the facilities in good condition.  Supporting
    these statements is the fact that we found no repair and maintenance
    problems and only one housekeeping problem in the nine rooms we
    inspected.  Second, the concessioner is willing to take extra steps
    to provide more pleasant accommodations for guests, such as placing
    chocolates on guest bed pillows.  The NPS concessioner specialist
    noted that the park did not receive a single guest complaint letter
    about lodging in 1997.  Finally, park officials stated that another
    reason why the lodging facilities are in such good condition at Bryce
    Canyon is that the new contract with the concessioner, which was
    amended in 1995, established a special account that required the
    concessioner to withhold 8.5 percent of the gross revenues for
    capital improvements.  The concessioner has reinvested these funds
    into improving the lodging facilities.

       CANYON DE CHELLY NATIONAL
       MONUMENT
    -------------------------------------------------------- Appendix II:2

    Canyon de Chelly National Monument, located in northeastern Arizona,
    has one lodging facility within the monument's boundary--Thunderbird
    Lodge.  The lodge is owned and operated by a concessioner--White
    Dove, Inc.  The lodge consists of 72 rooms and 1 two-room suite.  The
    oldest rooms were constructed in the 1920s, and additional rooms were
    built in the 1960s, 1970s, and 1980s.  Room rates range from $58.50
    to $106 per night; and the suite ranges from $90.50 to $178 per
    night.  Room rates vary depending on the season and the number of
    people occupying a room.

          CONDITION OF THE EXTERIOR
          AND GROUNDS AT THUNDERBIRD
          LODGE
    ------------------------------------------------------ Appendix II:2.1

    The lodging structures and grounds at Canyon de Chelly were generally
    in very good condition and were well maintained.  Specifically, we
    found the following:

             STRUCTURES
    ---------------------------------------------------- Appendix II:2.1.1

    The structures at Thunderbird Lodge consist of a motel office, a
    cafeteria, a gift shop, and seven lodging buildings.  These buildings
    were generally very clean and in good repair.  We did note some minor
    paint chipping around the exterior of some room windows and minor
    stains/marks where water had run down exterior walls.  Figure II.3
    shows the landscaping and some of the lodging structures at
    Thunderbird Lodge.

       Figure II.3:  Well-Maintained
       Lodge Buildings and Grounds at
       Canyon de Chelly National
       Monument

       (See figure in printed
       edition.)

             GROUNDS
    ---------------------------------------------------- Appendix II:2.1.2

    The grounds, which consist of lush green lawns and additional
    landscaping, were very neat and well maintained.  The grounds were
    free of litter and debris, were well illuminated, and contained a
    sufficient number of trash containers.  The parking area was paved
    and in good condition.

             PUBLIC REST ROOMS
    ---------------------------------------------------- Appendix II:2.1.3

    The public rest room in the lodge office building where guests check
    in was clean, odorless, and well maintained.

             PUBLIC SIGNS
    ---------------------------------------------------- Appendix II:2.1.4

    We did not find any problems with the accuracy, location, or
    maintenance of the public signs we observed.

          CONDITION OF THE ROOMS AT
          THUNDERBIRD LODGE
    ------------------------------------------------------ Appendix II:2.2

    We inspected a total of 12 rooms at Thunderbird Lodge for safety and
    security concerns, the availability of furnishings, the adequacy of
    housekeeping, and the repair and maintenance of these facilities.
    The rooms we inspected were generally clean and very well maintained.
    We found only one safety and security concern in one room.  Most
    rooms had all the furnishings required by industry's standards.
    Those that did not have all the required furnishings had only one
    item that was not available.  In general, the rooms that we inspected
    were clean and neat.  For example, 4 of the 12 rooms that we
    inspected had no housekeeping deficiencies.  Most of the remaining
    eight rooms had only one or two such problems.  In addition, the
    rooms were very well maintained.  We found a total of only five
    repair and maintenance problems in three rooms.  Specifically, we
    found the following:

             SAFETY AND SECURITY
    ---------------------------------------------------- Appendix II:2.2.1

    We found only one safety and security concern in the rooms we
    inspected.  Specifically, one room had a window without a functioning
    lock.

             FURNISHINGS
    ---------------------------------------------------- Appendix II:2.2.2

    Seven of the 12 rooms that we inspected had all the furnishings
    required by industry's standards.  The remaining five rooms each had
    one furnishing problem.  Specifically, two rooms did not have a
    functioning fan in the bathroom.  Additionally, three rooms did not
    have a quality (no holes or frayed edges) hand or bath towel for each
    person.  While these three rooms were supplied with the appropriate
    number of towels, one of the towels was worn or frayed in each room.

             HOUSEKEEPING
    ---------------------------------------------------- Appendix II:2.2.3

    Generally, the quality of housekeeping at Canyon de Chelly was very
    good.  The rooms that we inspected were generally clean and neat.
    For example, four rooms that we inspected had no housekeeping
    problems, and five of the remaining eight rooms had just one or two
    deficiencies.  Housekeeping problems that we did find included
    windows that were dirty (four rooms) and stains on carpets (two
    rooms).

             REPAIRS AND MAINTENANCE
    ---------------------------------------------------- Appendix II:2.2.4

    The rooms that we checked were very well maintained.  For example, 9
    of the 12 rooms had no repair and maintenance problems.  The
    remaining three rooms had a total of five repair and maintenance
    deficiencies, including a chair with a worn finish, a room in which
    the heating system was not working at the time of our visit, and
    another room without hot water.  The Park Service ranger who conducts
    room inspections as a collateral duty contacted a concessioner
    employee, who addressed the latter two problems during our visit.

    In regard to the overall good condition of the rooms at Canyon de
    Chelly, the NPS representative stated that Thunderbird Lodge's
    ownership and management take pride in their operations, share a
    concern for the community and visitor, and have established high
    training standards for their employees in maintaining the facilities
    and caring for the safety and enjoyment of the public.

       DEATH VALLEY NATIONAL PARK
    -------------------------------------------------------- Appendix II:3

    Death Valley National Park, located in California, has
    concessioner-operated accommodations at Stovepipe Wells Village.
    Stovepipe Wells Village consists of about 14 different facilities,
    including a gift shop, restaurant, gas station, and general store.
    The lodging facilities, which are motel-type rooms, are owned by NPS
    and managed by a concessioner--AmFac Parks and Resorts.  The lodging
    facilities were originally built in the 1930s, and some additional
    units were built in the 1980s.  The lodging consists of three types
    of units:  8 patio rooms, which cost $38 per night; 28 standard
    rooms, which cost $58 per night; and 47 deluxe rooms, which cost $80
    per night.

          CONDITION OF THE EXTERIOR
          AND GROUNDS AT STOVEPIPE
          WELLS
    ------------------------------------------------------ Appendix II:3.1

    The overall condition of the exterior and grounds of Stovepipe Wells
    could be improved.  Specifically, we found the following:

             STRUCTURES
    ---------------------------------------------------- Appendix II:3.1.1

    Some of the lodging structures at Stovepipe Wells need work.  For
    example, at least two of the facilities needed exterior paint.  In
    addition, some of the sidewalks were cracked and sunk and needed to
    be repaired or replaced.  At one facility, the front doors on two
    rooms had about a 1-inch gap between the bottom of the door and the
    doorsill.  Furthermore, as illustrated by figure II.4, the exteriors
    of several other rooms needed to be repaired as evidenced by a broken
    window temporarily repaired by duct tape and a broken back door
    handle and screen in another room.

       Figure II.4:  Needed Exterior
       Repairs at a Lodging Structure
       at Stovepipe Wells in Death
       Valley National Park

       (See figure in printed
       edition.)

    An NPS representative who oversees the concessioner operations at
    Stovepipe Wells as a collateral duty and a representative of the
    concessioner agreed that the exterior of these facilities needed
    repairs.  They noted that the damaged sidewalks were scheduled for
    replacement this summer and that the 10-room facility, which included
    the room with the broken window, was scheduled for a major $200,000
    renovation.  Subsequently, the NPS representative informed us that
    the renovation of these rooms is under way and should be completed by
    mid-July.  The NPS representative also noted that other needed
    repairs would be made to the facility's exteriors as soon as money
    was available and that discussions with the concessioner on these
    issues would take place this winter season.

             GROUNDS
    ---------------------------------------------------- Appendix II:3.1.2

    The grounds at Stovepipe Wells were properly illuminated, were
    generally free of clutter and debris, and had an adequate number of
    convenient trash containers.  In addition, guest parking areas were
    paved.  However, certain aspects of the grounds needed to be better
    maintained.  For example, as shown in figure II.5, a barrier is
    needed to block the view of employee housing from guest rooms.
    According to the NPS representative, an aesthetic barrier between the
    visitor and employee facilities is planned.

       Figure II.5:  View of Employee
       Housing at Stovepipe Wells From
       the Rear Patio of Guest Rooms

       (See figure in printed
       edition.)

             PUBLIC REST ROOMS
    ---------------------------------------------------- Appendix II:3.1.3

    The public rest room at Stovepipe Wells was clean, free of litter,
    and well maintained.

             PUBLIC SIGNS
    ---------------------------------------------------- Appendix II:3.1.4

    The public signs that we observed at Stovepipe Wells were accurate,
    appropriately located, and well maintained.  In addition, when a
    guest checks in, he/she is given a detailed map of Stovepipe Wells
    Village, which shows the location of all rooms and services.

          CONDITION OF THE ROOMS AT
          STOVEPIPE WELLS
    ------------------------------------------------------ Appendix II:3.2

    According to NPS and concessioner representatives, 26, or over 30
    percent, of the 83 guest rooms at Stovepipe Wells need to be
    renovated.  This includes all 8 patio rooms, 10 of the 28 standard
    rooms, and 8 of the 47 deluxe rooms.  The remaining rooms have
    already been renovated, and those that we inspected were generally in
    good condition.  However, the room rates charged to guests are the
    same whether they stay in a renovated room or not.

    The renovation of 10 standard rooms is scheduled for this summer.
    NPS and the concessioner have not determined a plan for the patio
    rooms.  Currently, visitors are told that the rooms are just a place
    to "rest their head" and are encouraged to inspect the room before
    paying to spend the night.  The eight deluxe rooms that need
    renovation are not scheduled for repair at this time.

    We inspected 11 rooms at Stovepipe Wells for safety and security
    concerns, the availability of furnishings, the adequacy of
    housekeeping, and the repair and maintenance of these facilities.  We
    found few safety and security concerns; however, the guest rooms that
    we inspected do not have many of the furnishings required by
    industry's standards available.  Furthermore, we found a large number
    of housekeeping problems in over half of the rooms that we inspected
    and several repair and maintenance problems in four of the rooms.
    Specifically, we found the following:

             SAFETY AND SECURITY
    ---------------------------------------------------- Appendix II:3.2.1

    We found safety and security concerns in three rooms; two rooms did
    not have a dead-bolt lock nor a viewport so that a guest can tell who
    is at the door.  Two rooms did not have a functioning window lock.
    Furthermore, one room did not have an entryway light switch.

             FURNISHINGS
    ---------------------------------------------------- Appendix II:3.2.2

    The rooms that we inspected at Stovepipe Wells did not have many of
    the furnishings required by industry's standards.  For example, none
    of the rooms had a television, a telephone, an alarm clock/radio, a
    pen/pencil, or notepad.  According to the NPS representative, the
    park superintendent does not require that rooms be equipped with a
    television and telephone.  She noted, however, that park officials
    have always supported installing telephones in individual rooms but
    that until the mid-1980s, there was only toll station service
    available at Stovepipe Wells and a total of three telephones for the
    entire complex.  Improved equipment has expanded the
    telecommunications options available at Stovepipe Wells and now,
    according to the NPS representative, funding is an impediment, since
    the various options for getting phones installed in individual rooms
    range in cost between $300,000 and $500,000.

    In regard to televisions, the NPS representative stated that the park
    has only allowed their installation in about half of the deluxe units
    and none of the standard or patio rooms.  She said this policy is
    based on space limitations in the smaller rooms and visitors'
    requests that televisions not be provided so they can more readily
    focus on enjoying the park.  Finally, it is the concessioner's
    practice not to provide an alarm clock/radio, pen/pencils and
    notepads for guests.  The NPS representative noted that these items
    are not required by NPS' standards and that guests can ask the front
    desk staff to wake them up with a knock on the door.

    Three of the 11 rooms that we inspected did not have nine or more
    furnishings required by industry's standards.  For example, these
    rooms had no writing surfaces, inadequate lighting, no place to put
    luggage, no vanities in bath areas, and a lack of nonslip pads or
    strips in the bath.  According to the concessioner, all three of
    these rooms need to be renovated.

             HOUSEKEEPING
    ---------------------------------------------------- Appendix II:3.2.3

    We found some housekeeping problems in most of the 11 rooms that we
    inspected; however, 5 rooms had six or more problems.  These problems
    included dust, dirt, and litter in rooms; unclean windows; dirty and
    stained carpeting; dead insects; and stains in the bath area.  The
    NPS and concessioner representatives told us that housekeeping is a
    general problem at Stovepipe Wells.  They stated that because the
    facilities are located in Death Valley, it is difficult to hire and
    retain quality personnel to perform this service.

    We also noted that it was the concessioner's policy to change bed
    linen every third day (after 2 nights) for stay-over guests unless
    otherwise requested.  According to the NPS representative, this
    practice is becoming an industry standard, particularly in the
    southwest, for water conservation purposes.  She noted that the
    concessioner places a notice in the rooms advising guests of this
    policy.

             REPAIRS AND MAINTENANCE
    ---------------------------------------------------- Appendix II:3.2.4

    Seven of the rooms that we inspected at Stovepipe Wells had very few
    or no repair and maintenance problems.  Most of these rooms had been
    recently renovated.  However, four of the rooms that we inspected had
    a number of repair and maintenance problems.  These problems included
    such items as cracks in bathroom walls, inadequate drinking-water
    pressure, broken shower fixtures, and peeling paint.  Some of these
    problems are illustrated in figure II.6.

       Figure II.6:  Repair and
       Maintenance Problems in Rooms
       Located at Stovepipe Wells

       (See figure in printed
       edition.)

    The NPS and concessioner representatives agreed that all four of
    these rooms need to be renovated.  However, they noted that the
    concessioner was also having difficulty hiring and retaining an
    adequate number of quality maintenance personnel, given the location
    of the park.  In addition, the NPS representative stated that it is
    not easy to get parts to make repairs in a timely manner, given the
    distance of the park to a community with needed supplies.  For
    example, Las Vegas--the nearest large city--is over 125 miles away.

       GRAND CANYON NATIONAL PARK
    -------------------------------------------------------- Appendix II:4

    Six lodging facilities located near the south rim of Grand Canyon
    National Park are within the park's boundaries--Bright Angel Lodge
    (89 rooms), El Tovar Hotel (78 rooms), Kachina Lodge (49 rooms),
    Thunderbird Lodge (55 rooms), Maswik Lodge (278 rooms), and Yavapai
    Lodge (358 rooms).  We inspected rooms at Bright Angel Lodge, Kachina
    Lodge, Thunderbird Lodge, and Yavapai Lodge.  Bright Angel Lodge,
    built in 1935, is the oldest of these four facilities.  Some rooms at
    Yavapai Lodge were built in 1960, and the remaining rooms were built
    in 1973.  Kachina and Thunderbird Lodges were built in 1972.

    Bright Angel Lodge contains a variety of rooms, including rooms with
    no private bathrooms, powder rooms (e.g., vanity/sink and toilet but
    no bath/shower), historic cabins, standard rooms, and suites.  Room
    rates at Bright Angel range from $40 to $225 per night.  Kachina,
    Thunderbird, and Yavapai lodges contain standard rooms that range in
    price from $81 to $115 per night, depending on the location of the
    room.  AMFAC Resorts, LLC, doing business under the name of Grand
    Canyon National Park Lodges, is the concessioner and owner of the
    lodging facilities at the south rim of the park.

          CONDITION OF EXTERIOR AND
          GROUNDS AT GRAND CANYON
          NATIONAL PARK
    ------------------------------------------------------ Appendix II:4.1

    The lodging structures and grounds that we inspected at Grand Canyon
    National Park were generally in good condition and well maintained.
    Specifically, we found the following:

             STRUCTURES
    ---------------------------------------------------- Appendix II:4.1.1

    The lodging structures that we inspected were generally in good
    condition.  We did note some peeling paint on the roof flashing above
    one of the entrances to the Yavapai Lodge lobby.  The Yavapai lobby
    also contained some badly worn furniture.  We also noted that the
    exterior of some buildings at Bright Angel Lodge had some flaking
    paint.  Finally, the entryway to Thunderbird Lodge had a few cracked
    floor tiles and dirt.

    The NPS concessions management specialist who accompanied us during
    our inspections stated that NPS had identified the poor condition of
    the Yavapai lobby furniture prior to our visit.  She stated that the
    furniture is being replaced and that she expects the delivery of
    these items soon.  She also noted that prior to our visit, NPS
    identified the condition of the exterior of Bright Angel Lodge as
    needing work.  She stated that the concessioner had hired a
    historical architect to conduct an inspection and develop a building
    condition assessment report.  That report has been completed, and the
    planning process for a major exterior renovation of Bright Angel
    Lodge, including painting, is proceeding.

             GROUNDS
    ---------------------------------------------------- Appendix II:4.1.2

    The grounds at Yavapai and Thunderbird Lodges were in good condition.
    They were well maintained, sufficiently illuminated, and generally
    free of litter and debris.  The only problem we observed at Kachina
    and Bright Angel Lodges was a small amount of litter, such as paper
    and cigarette butts.

             PUBLIC REST ROOMS
    ---------------------------------------------------- Appendix II:4.1.3

    We found that the men's rest rooms at Yavapai and Bright Angel Lodges
    were not clean.  For example, the men's rest room in the Yavapai
    lobby had walls that were not entirely clean and were marked with
    graffiti; dirt, and grime around the baseboard; and stalls that
    needed repainting.  In addition, the tile counters, floor, and
    exhaust fan in the men's rest room at Bright Angel Lodge contained
    dirt and dust.  The public rest room in Thunderbird Lodge was clean
    and well maintained but was not accessible to the handicapped.

    The concessions management specialist stated that the need for
    renovating the Yavapai rest room had been identified by NPS prior to
    our visit.  She noted that the concessioner had requested funding for
    the project, which was approved by NPS.  She also noted that the
    cleanliness and graffiti issues had been addressed by the
    concessioner.  She explained that the need to renovate and expand the
    Bright Angel rest room had been included in the park's general
    management plan.  She explained further that because both of these
    rest rooms are overloaded by public demand, it is difficult to close
    them for cleaning during the day.  She pointed out that the general
    management plan had recognized the need for more public rest rooms
    and that the park is planning for these improvements.

             PUBLIC SIGNS
    ---------------------------------------------------- Appendix II:4.1.4

    We did not observe any problems with the accuracy, location, or
    maintenance of public signs at the lodges we inspected.

          CONDITION OF ROOMS AT GRAND
          CANYON NATIONAL PARK
    ------------------------------------------------------ Appendix II:4.2

    We inspected a total of 33 rooms in four lodges at Grand Canyon
    National Park.  We evaluated these rooms for safety and security
    concerns, the availability of furnishings, the adequacy of
    housekeeping, and repair and maintenance.  Generally, we found the
    rooms to be in good condition, clean, and well maintained.  We found
    very few safety and security concerns.  However, while the rooms had
    most of the furnishings required by industry's standards, no room had
    all the required furnishings.  For example, no room had lights of at
    least 75 watts for reading, as required by NPS' standards.  In
    addition, none of the rooms had an alarm/clock radio, and only
    Thunderbird and Kachina Lodges had air conditioning in every room as
    required by industry's standards.  The quality of housekeeping at
    Grand Canyon was very good.  Many rooms had no housekeeping problems,
    and those that did had only one or two such deficiencies.  Finally,
    the rooms were generally well maintained; over a third had no repair
    and maintenance problems, and only one or two such problems were in
    most of the remaining rooms.  Specifically, we found the following:

          SAFETY AND SECURITY
    ------------------------------------------------------ Appendix II:4.3

    A total of five rooms had safety and security concerns.  These
    included one room without a functioning primary lock, one room
    without a dead-bolt lock, and three rooms without a functioning light
    switch near the rooms' entrance.  According to the NPS concessions
    management specialist, the malfunctioning primary lock was fixed the
    day of our visit.

             FURNISHINGS
    ---------------------------------------------------- Appendix II:4.3.1

    The rooms that we inspected had most of the furnishings required by
    industry's standards.  However, two or more furnishings were not
    available in all the rooms.  For example, no rooms at the four lodges
    we inspected had lights of at least 75-watts for reading, as required
    by NPS' and industry's standards.  When we raised this issue, the NPS
    concessions management specialist noted that lower-wattage bulbs
    provide for energy conservation, which NPS stresses in its
    environmental awareness approach to operations.  She also stated that
    the rooms that we inspected had adequate illumination and that, as
    far as park officials know, there have never been any visitor
    complaints about inadequate lighting in these accommodations.

    We also found that no rooms had an alarm/clock radio.  Furthermore,
    23 of the 33 rooms did not have air conditioning, although many of
    these rooms were equipped with a fan.  In addition, five rooms at
    Bright Angel Lodge had no television, one room at Yavapai had no
    writing surface or chair, and three rooms at Bright Angel had no fan
    or window in the bathroom.

    In regard to the lack of alarm/clock radios, the concessions
    management specialist noted that they are not required by NPS'
    standards and that wake up calls are available through the front
    desk.  She also pointed out that because of the park's remoteness,
    radio reception is very poor and radios would be an unsatisfactory
    addition to the rooms.  As for air conditioning, she stated that most
    rooms in the park were not designed with this feature because it is
    rarely, if ever, needed.  Specifically, at a 7,000-foot elevation,
    summer temperatures at the park are mild, and the park has found that
    by simply moving the air, electric fans provide adequate cooling.
    She also explained that there are no televisions in motel-type rooms
    at Bright Angel Lodge because of a concern for noise.  This facility,
    she noted, has inadequate sound insulation owing to its historic
    characteristics.  Furthermore, she stated that televisions in park
    accommodations could easily be considered a controversial addition
    and that the park would encourage visitors to enjoy the natural
    resources available to them and attend interpretive programs rather
    than spend time in their rooms viewing television.

    In regard to the room at Yavapai with no writing surface or chair,
    the NPS concessions management specialist stated that this room was
    equipped with a studio bed that provides a multi-person seating area
    intended to accommodate the needs of larger families.  She said that
    these rooms are not large enough to have both a studio bed and desk.
    Finally, she stated that because of the historic architecture at
    Bright Angel Lodge, there are bathrooms without windows and that
    these rooms generally have an exhaust system in place.

             HOUSEKEEPING
    ---------------------------------------------------- Appendix II:4.3.2

    The rooms that we inspected had very few housekeeping problems.  For
    example, over half of these rooms had no housekeeping deficiencies.
    Those rooms that did have housekeeping deficiencies had only one or
    two such problems.  The deficiencies that we did find included
    cobwebs in four rooms, windows that were dirty in eight rooms, and
    hair on the bathroom wall of two rooms.

             REPAIRS AND MAINTENANCE
    ---------------------------------------------------- Appendix II:4.3.3

    The rooms that we inspected were generally well maintained.  For
    example, over one third of the rooms had no repair and maintenance
    problems.  All but three of the remaining rooms that did have repair
    and maintenance deficiencies had just one or two such problems.  The
    most prevalent problem that we found was small stain spots on the
    bathroom walls/ceilings of 14 rooms.  The NPS concessions management
    specialist stated that these spots were a housekeeping problem and
    should not be classified as a repair and maintenance deficiency.  She
    stated that the spots were caused by water condensation and that the
    housekeeping staff remedied this problem by switching from a
    biodegradable cleaner to a stronger cleaning product.  She added that
    in the future, the stronger product will be used when the
    biodegradable product fails to produce satisfactory results.  Other
    repair and maintenance problems that we found included cracked tiles
    and dirty or missing grout in the shower/tub area.

       LAKE MEAD NATIONAL RECREATION
       AREA
    -------------------------------------------------------- Appendix II:5

    Lake Mead National Recreation Area, located in southern Nevada and
    northwestern Arizona, consists of 1.5 million land acres and two
    large lakes.  Lake Mead is 110 miles long and has 500 miles of
    shoreline; Lake Mohave has 200 miles of shoreline along its 69-mile
    length.  These lakes provide many recreation activities, such as
    boating, swimming, fishing, scuba diving, water skiing, sightseeing,
    hiking, picnicking, and camping.  Five lodging facilities are within
    the boundaries of the recreation area.  They are Cottonwood Cove
    Resort, with 24 rooms; Echo Bay Resort, with 52 rooms; Lake Mead
    Resort, with 43 rooms; Lake Mohave Resort, with 51 rooms; and Temple
    Bar Resort, with 22 rooms.  These facilities are not close to one
    another; they are located in different parts of the recreation area.
    We inspected rooms at three of these facilities--Cottonwood Cove
    Resort, Lake Mead Resort, and Lake Mohave Resort.  Cottonwood Cove
    Resort was built in the early 1970s; Lake Mead Resort was built in
    the 1930s, and some rooms were added in the 1950s; and rooms at Lake
    Mohave Resort were built in the 1950s, in 1965, and in 1983.  Forever
    Resorts, Inc., is the owner and concessioner at Cottonwood Cove
    Resort, while Seven Crown Resorts is the owner and concessioner at
    Lake Mead and Lake Mohave Resorts.  NPS owns none of the lodging
    facilities operating within the recreational area.  All of the
    lodging facilities in the recreation area are open year round.

    Room rates at Cottonwood Cove range from as low as $35 per night for
    any room during the off season to $95 per night for deluxe rooms
    during the regular season (June through Oct.).  Rates at Lake Mead
    Resort range from $50 per night to $125 per night, depending on the
    type of room.  Rates at Lake Mohave Resort range from $60 per night
    to $83 per night, also depending on the type of room.

          CONDITION OF EXTERIOR AND
          GROUNDS AT LAKE MEAD
          NATIONAL RECREATION AREA
    ------------------------------------------------------ Appendix II:5.1

    The lodging buildings and grounds at the three facilities we visited
    at Lake Mead National Recreation Area were generally in good
    condition and were well maintained.  Specifically, we found the
    following:

             STRUCTURES
    ---------------------------------------------------- Appendix II:5.1.1

    The lodging structures at these three facilities were well painted or
    otherwise treated, clean, and in good repair.

             GROUNDS
    ---------------------------------------------------- Appendix II:5.1.2

    The grounds at these facilities, which consisted mainly of lawns and
    landscaping, were also generally in good condition.  We did note that
    at Lake Mead Resort, a large nautical rope that was part of the
    grounds' decor was worn and frayed and that some of the posts
    supporting the rope were leaning over and in need of repair or were
    missing.  According to the NPS chief of concessions management at the
    recreation area, this deficiency had also been recently identified in
    an NPS inspection report and the concessioner removed the ropes and
    posts in the time frames required by NPS.  The buildings and grounds
    at Cottonwood Cove Resort were very well maintained.

             PUBLIC REST ROOMS
    ---------------------------------------------------- Appendix II:5.1.3

    The public rest room that we observed at Lake Mead Resort was
    generally clean and well maintained.

             PUBLIC SIGNS
    ---------------------------------------------------- Appendix II:5.1.4

    We did not observe any problems with the accuracy, location, or
    maintenance of public signs at these facilities.

          CONDITION OF ROOMS AT LAKE
          MEAD NATIONAL RECREATION
          AREA
    ------------------------------------------------------ Appendix II:5.2

    The 27 rooms that we inspected at Lake Mead National Recreation Area
    were generally in good condition.  We checked nine rooms at each of
    the three facilities for safety and security concerns, the
    availability of furnishings, the adequacy of housekeeping, and
    repairs and maintenance.  We found a total of seven safety and
    security concerns in five of the rooms that we inspected.  While the
    rooms had most of the furnishings required by industry's standards,
    no room had all the required furnishings.  For example, only 1 of the
    27 rooms that we inspected had 75-watt lights to read by as required
    by industry's and NPS' standards.  In addition, at Lake Mead Resort,
    none of the rooms had a telephone.  Overall, we found few
    housekeeping problems in the rooms that we inspected at these lodging
    facilities.  We did, however, find a relatively large number of
    repair and maintenance problems (23 in total) at Lake Mohave Resort.
    Specifically, we found the following:

             SAFETY AND SECURITY
    ---------------------------------------------------- Appendix II:5.2.1

    At the Lake Mead Resort, three of the nine rooms that we inspected
    had safety and security concerns.  Specifically, one room had a
    nonfunctioning primary lock on the door, a window lock that was not
    working, and a nonfunctioning smoke detector.  A second room did not
    have a functioning dead-bolt lock, and a third room had a window lock
    that was broken.  We identified no safety and security concerns at
    Cottonwood Cove.  At Lake Mohave Resort, two rooms did not have a
    functioning light switch near the room's entrance as required by
    industry's and NPS' standards.

             FURNISHINGS
    ---------------------------------------------------- Appendix II:5.2.2

    The rooms that we inspected had most of the furnishings required by
    industry's standards.  However, some required furnishings were not
    available in each room.  For example, although all rooms at
    Cottonwood Cove and Lake Mohave Resorts had a telephone, none of the
    rooms at Lake Mead Resort did.  None of the rooms at Lake Mead Resort
    had wastebaskets in the main living area as required by industry's
    standards, although they were available in the bathroom.  Only one
    room that we inspected in the three lodging facilities had reading
    lamps with bulbs of at least 75 watts as required by NPS' standards.
    In addition, none of the rooms that we checked at Cottonwood Cove
    were supplied with an alarm clock/radio.  Furthermore, only one room
    at the three lodging facilities offered the guest a pen/pencil as
    required by industry's standards, and no rooms at Lake Mead and Lake
    Mohave Resorts were equipped with a notepad.  Finally, the rooms that
    we inspected at Lake Mohave Resort did not have individually wrapped
    bars of soap as required by industry's standards.  Each room did,
    however, have a wall-mounted soap dispenser.

    The NPS concessions chief for the recreation area pointed out that
    while NPS' standards require 75-watt bulbs for reading or writing,
    they also state that the bulb's wattage should not exceed the light
    fixture's specifications.  She noted that some fixtures in the rooms
    that we inspected may have been rated for lower-wattage bulbs.
    However, she added that she intends to review this issue further with
    the concessioner during the next room inspection.

    The NPS concessions chief noted that the soap dispensers at Lake
    Mohave Resort provide a sanitary source of soap, while being less
    wasteful than small, individually wrapped bars of soap.  As for the
    lack of telephones at Lake Mead Resort, the concessions chief
    explained that there is no policy in the recreation area requiring a
    room telephone.  She noted that a room telephone is not required by
    NPS' lodging standards and that it may not necessarily be an
    enhancement to visitors coming for recreation.  Finally, she pointed
    out that public telephones are available to guests within a short
    walking distance of the rooms.  As to why an alarm clock/radio,
    pens/pencils, and notepads are not available in many of the rooms at
    the resorts, the concessions chief said that such items are not
    required by NPS' standards and that providing them is at the
    concessioner's discretion.

             HOUSEKEEPING
    ---------------------------------------------------- Appendix II:5.2.3

    In general, the rooms that we inspected were clean and neat.  For
    example, over a third of the rooms we inspected had no housekeeping
    deficiencies.  Those that did generally had only one or two problems.
    Examples of the housekeeping deficiencies that we observed included
    windows that were not completely clean, stains in the toilet, small
    mildew spots on bath walls/ceiling, and some insects in four rooms.

             REPAIRS AND MAINTENANCE
    ---------------------------------------------------- Appendix II:5.2.4

    We found a total of 23 repair and maintenance problems in the nine
    rooms that we inspected at Lake Mohave Resort.  Two rooms had a
    particularly high number of repair and maintenance deficiencies,
    including such items as a telephone that was not working, a table
    with a broken leg, inadequate hot water, a shower/tub stopper that
    was jammed closed, and peeling paint and cracks on bathroom
    walls/ceilings.  We found far fewer repair and maintenance
    deficiencies at Cottonwood Cove and Lake Mead Resorts.  For example,
    at Cottonwood Cove, we found five rooms with no repair and
    maintenance deficiencies and only one such deficiency in each of the
    other four rooms that we inspected.  Although only two rooms at Lake
    Mead Resort had no repair and maintenance problems, no room that we
    inspected had more than two problems.  The types of problems that we
    found at Lake Mead Resort included loose dresser veneer in one room,
    sagging mattresses in two rooms, and some peeling paint in the
    bathroom of two rooms.  The concessions chief explained that the
    motel at Cottonwood Cove Resort is significantly newer than the
    lodging facilities at Lake Mead and Lake Mohave and that the
    difference in the age of construction materials and furnishings makes
    a difference in the concessioner's ability to provide a higher level
    of maintenance.

       MAMMOTH CAVE NATIONAL PARK
    -------------------------------------------------------- Appendix II:6

    Mammoth Cave National Park, located in Mammoth Cave, Kentucky, has 4
    types of lodging facilities--a hotel with 42 rooms, 10 hotel
    cottages, a lodge with 2 separate buildings--and a total of 20 rooms
    and 21 cabins.  The ownership of these facilities is mixed between
    NPS and the concessioner--National Park Concessions, Inc.  NPS owns
    one of the Sunset Point Lodge structures, all 10 of the hotel
    cottages, and 16 of the cabins.  The concessioner owns one of the
    Sunset Point Lodge structures, five of the cabins, and the hotel
    complex.  The concessioner manages all the lodging facilities in the
    park and provides other visitor services, such as operating a gift
    shop and restaurant and providing bus transportation for visitors
    touring the park's cave.  The cabins and cottages were built in the
    1940s; the lodge was built in the 1950s; and the hotel was built in
    1965.  The hotel rooms range in price from $62 to $68 per night,
    depending on the number of persons staying in the room.  However,
    because of low occupancy, the concessioner has recently started a $45
    per night rate for guests staying at the hotel during the week.  The
    cabins' rates for guests range from $36 to $60 per night, the
    cottages' rates range from $45 to $52 per night, and rates for the
    rooms in the lodge range from $45 to $86 per night.  The hotel is
    open year around.  The cabins at Mammoth Cave are currently
    undergoing a complete, $300,000 renovation and were not open at the
    time of our visit; so we did not inspect them for compliance with
    industry's standards.

          CONDITION OF THE EXTERIOR
          AND GROUNDS AT MAMMOTH CAVE
    ------------------------------------------------------ Appendix II:6.1

    The overall appearance of the exterior and grounds at Mammoth Cave
    National Park could be improved.  Some of the lodging facilities look
    old and are in need of repairs, while others are currently being
    renovated.  Specifically, we found the following:

             STRUCTURES
    ---------------------------------------------------- Appendix II:6.1.1

    The exterior of the hotel was generally in good repair; however, the
    hotel lobby's furnishings were old, and some were torn and stained.
    The exterior of the lodge, shown in figure II.7, needs to have the
    roof repaired, and the wooden overhang of the roof had peeling paint
    that needs to be repaired.  In addition, much of the paint on the
    roof's walkway at the lodge was mildewed.  The concessioner agreed
    that these problems needed to be fixed and stated that the repairs
    would be made this summer.  Subsequently, an NPS representative told
    us that the contract to repaint Sunset Point Lodge has been awarded
    and that the roof is scheduled for replacement this year.  We found
    that the cabins recently had an extensive rehabilitation of the
    electrical and plumbing systems.  However, we also noted that some of
    the hotel cottages' storm windows were left half open and that debris
    had collected between the storm windows and regular windows.

       Figure II.7:  Needed Exterior
       Repairs at Mammoth Cave Lodge

       (See figure in printed
       edition.)

             GROUNDS
    ---------------------------------------------------- Appendix II:6.1.2

    The grounds at Mammoth Cave appeared to be in decent condition.  The
    grounds were well illuminated and generally free of litter, and the
    parking area was paved.  However, we noted weeds and a lack of mulch
    in some landscaped areas around the hotel and noted that a trash
    container was needed in front of the west end of the hotel.

             PUBLIC REST ROOMS
    ---------------------------------------------------- Appendix II:6.1.3

    The public rest room at the hotel was not clean at the time of our
    inspection.  For example, the soap dispenser, which was located
    between two sinks, had nothing underneath it, so soap dripped on the
    floor.  As a result, there was soap scum and rusted metal on the wall
    and floor under the soap dispenser.

             PUBLIC SIGNS
    ---------------------------------------------------- Appendix II:6.1.4

    Public signs at Mammoth Cave appeared to be appropriately located,
    accurate, and well maintained.

          CONDITION OF ROOMS AT
          MAMMOTH CAVE
    ------------------------------------------------------ Appendix II:6.2

    We inspected 12 rooms at Mammoth Cave--6 hotel rooms, 4 rooms at the
    lodge, and 2 cottages--for safety and security concerns, the
    availability of furnishings, the adequacy of housekeeping, and the
    repair and maintenance of these facilities.  Overall, the rooms at
    Mammoth Cave have been characterized as appearing "old and tired."
    The current decor of these rooms appears to be much the same as when
    they were built in the 1950s and 1960s.  The only exceptions to this
    are four new handicap-accessible rooms in the hotel.  Park officials
    told us that modernizing lodging facilities at Mammoth Cave will
    require an investment of funds that, to date, has not been made by
    the concessioner.

    In the hotel, we found safety and security concerns that involved a
    number of nonfunctioning smoke detectors.  In addition, all of the
    rooms that we inspected had some missing furnishings and housekeeping
    problems.  We also found a limited number of repair and maintenance
    problems in some rooms.  Specifically, we found the following:

             SAFETY AND SECURITY
    ---------------------------------------------------- Appendix II:6.2.1

    During our inspection of the hotel rooms, we found two rooms on the
    front side of the second floor of the hotel that had a nonfunctioning
    smoke detector.  As a result, we checked several additional rooms for
    potential smoke detector problems in addition to our sample of 12
    rooms.  We found that none of the smoke detectors on the front side
    of the second floor of the hotel--about nine rooms--were functioning.
    The concessioner manager immediately called maintenance, which found
    that a tripped circuit breaker had caused a loss of power to all
    smoke detectors in that area of the hotel.  The NPS representative,
    who oversees the concession operations at Mammoth Cave as a
    collateral duty, instructed the maintenance worker to monitor this
    problem.  The NPS official also noted that the smoke detectors'
    malfunction was not a recurring problem.  In fact, this was the first
    time since their installation that such a problem had been observed.
    We found no other safety and security concerns in any room we
    inspected at Mammoth Cave.

             FURNISHINGS
    ---------------------------------------------------- Appendix II:6.2.2

    None of the rooms that we inspected had all the furnishings required
    by industry's standards.  For example, pencils/pens and notepads,
    which are not required by NPS' standards, are not made available to
    guests at Mammoth Cave as a general practice.  In addition, six rooms
    that we inspected did not have a wastebasket in both the living area
    of a room and bathroom; four rooms did not have an alarm clock/radio;
    and two cottage rooms did not have a telephone.

             HOUSEKEEPING
    ---------------------------------------------------- Appendix II:6.2.3

    Eight of the 12 rooms that we inspected had three or more
    housekeeping problems.  These problems included such items as dirty
    or stained walls and ceilings, unclean windows, soap scum in
    showers/bathtubs, and dead insects in lighting fixtures.
    Housekeeping problems were found in all three of the lodging
    facilities that we inspected.  The NPS representative told us that
    the concessioner no longer has a head housekeeper to inspect rooms to
    see if they were properly cleaned.  We also noted that it is the
    concessioner's policy to change bed linens every other day for
    stay-over guests.  NPS officials stated that the concessioner has yet
    to implement the energy-saving program of allowing the guest to
    participate in the decision of when bed linens and towels are to be
    changed/laundered.

             REPAIRS AND MAINTENANCE
    ---------------------------------------------------- Appendix II:6.2.4

    Although 4 of the 12 rooms that we inspected had no repair and
    maintenance problems, 6 of the rooms had two or more such problems.
    For example, the two cottages had draperies that did not close
    effectively and therefore did not shut out the outside light; one
    cottage also had a sagging bed and a desk drawer that fell apart when
    it was opened.  Other repair and maintenance problems that we found
    included air conditioners that made excessive noise when operating,
    cracks in ceiling plaster, and stains on the walls and ceilings of
    rooms.

    NPS officials at Mammoth Cave had a number of observations about
    their lodging facilities.  First, it is unclear whether all the
    lodging facilities that are currently available are needed, since a
    gateway community--Cave City, Kentucky--is only 10 miles from the
    park's entrance.  Visitors can stay in this community at newer
    facilities for a lower price.  NPS officials noted that overnight
    accommodations at the park are from 35 to 50 years old as compared
    with facilities in Cave City, which are primarily 1 to 30 years old.
    The occupancy rate for rooms in the park averages just over 50
    percent.  Second, the current concessioner contract at Mammoth Cave,
    which was agreed to about 20 years ago, limits the park's ability to
    get the concessioner to invest money in modernizing the lodging
    facilities.  This contract expires in 2002.  Finally, Mammoth Cave
    officials believe there is a need for better training of park
    managers in business management so they can better deal with
    concession management issues, such as contract negotiations.  For
    example, they believe that there should be better planning and
    agreement up front for what are necessary and appropriate services
    for the concessioner to offer and believe that those agreements
    should be reflected in the contract.

       MESA VERDE NATIONAL PARK
    -------------------------------------------------------- Appendix II:7

    Mesa Verde National Park is located in southwestern Colorado.  Far
    View Lodge is the only lodging facility within the park's boundaries.
    The lodge was originally built in the late 1960s, and additions were
    built up to about 1983.  Many of the 150 rooms at the lodge have been
    renovated since 1990.  All rooms, which are similar in layout and
    furnishings, are priced at $94 per night.  The lodge is open from
    April through October each year.  NPS holds title to this facility,
    which is managed by a concessioner--
    ARAMARK--under the name Mesa Verde Company.

          CONDITION OF EXTERIOR AND
          GROUNDS AT FAR VIEW LODGE
    ------------------------------------------------------ Appendix II:7.1

    The lodging buildings and grounds at Far View Lodge were in good
    condition and were well maintained.  Specifically, we found the
    following:

             STRUCTURES
    ---------------------------------------------------- Appendix II:7.1.1

    The structures at Far View Lodge consist of the main lodge and 17
    buildings that contain rooms.  Except for minor paint chipping and
    fading on some of the buildings, these structures were well painted
    or otherwise treated, clean, and in good repair.

             GROUNDS
    ---------------------------------------------------- Appendix II:7.1.2

    The grounds at Far View Lodge consist of natural vegetation with no
    formal landscaping.  We observed no problems with the grounds--they
    were well maintained, sufficiently illuminated, and free of litter
    and debris.  The parking lots at the lodge complex were paved but had
    some loose gravel.

             PUBLIC REST ROOMS
    ---------------------------------------------------- Appendix II:7.1.3

    The public rest room that we inspected was generally clean and well
    maintained.  We did note minor wear on the mirror.

             PUBLIC SIGNS
    ---------------------------------------------------- Appendix II:7.1.4

    The public signs that we observed at the lodge complex were accurate,
    appropriately located, and well maintained.

          CONDITION OF ROOMS AT FAR
          VIEW LODGE
    ------------------------------------------------------ Appendix II:7.2

    The 12 rooms that we inspected at Far View Lodge were generally in
    good condition.  We evaluated these rooms for safety and security
    concerns, the availability of furnishings, the adequacy of
    housekeeping, and room repair and maintenance.  We found only one
    safety and security concern in the 12 rooms we inspected.  Some
    furnishings required by industry's standards, such as televisions,
    air conditioners, and telephones were not available.  Generally, we
    found the rooms to be very clean as evidenced by the low number of
    housekeeping deficiencies that we observed.  There were, however, a
    total of 22 repair and maintenance problems, most of which dealt with
    problems in the shower/tub area.

             SAFETY AND SECURITY
    ---------------------------------------------------- Appendix II:7.2.1

    We found only one safety and security problem in 1 of the 12 rooms
    that we inspected--a broken window lock.  According to the park's
    concessions management specialist, this lock was fixed shortly after
    our inspection.

             FURNISHINGS
    ---------------------------------------------------- Appendix II:7.2.2

    While the rooms that we inspected contained most of the furnishings
    required by industry's standards, no rooms were supplied with a
    telephone, television, or air conditioner.  Phones were available,
    however, outside each lodge building and in the main lodge.  There
    was also a television in the main lodge.  We also found that two
    rooms had light bulbs for reading that were less than the 75 watts as
    required by industry's and NPS' standards.  These light bulbs were
    replaced shortly after our inspection, according to the concessions
    management specialist.

    Park officials noted that the main reason why there was no phone in
    the rooms is that it is very difficult to get phone lines installed
    in the park.  Park officials stated that they will continue to work
    with the concessioner and phone company on this issue.  The park
    officials also noted that since the weather at Mesa Verde is not very
    hot for any length of time, and since guests tend to be touring
    during the middle of the day, they do not feel that an air
    conditioner is needed in the rooms.  Finally, because of the thinness
    of the walls at the park's lodging facilities, park officials do not
    feel it would be appropriate to install a television in the rooms.

             HOUSEKEEPING
    ---------------------------------------------------- Appendix II:7.2.3

    The rooms at Far View Lodge were very clean.  Eight of the rooms that
    we inspected had no housekeeping deficiencies.  The remaining four
    rooms had only one or two minor deficiencies, such as a small amount
    of hair present in one bathroom, a minor stain in the carpet of one
    room, and cobwebs on the window blinds in another room.  Park
    officials believe that proper training of housekeeping staff is
    responsible for the low number of housekeeping problems at Mesa Verde
    National Park.

             REPAIRS AND MAINTENANCE
    ---------------------------------------------------- Appendix II:7.2.4

    We found a total of 22 repair and maintenance problems in the rooms
    that we inspected.  All but one room had problems with the grout in
    the shower/tub area, such as missing grout or grout with some mildew.
    The concessioner's regional general manager noted that missing grout
    is a maintenance problem caused by the contraction and expansion that
    occurs when room temperatures drop below freezing during the winter
    months and rise in the spring and summer.  The NPS concessions
    management specialist noted that the concessioner has and will
    continue to address this problem by regrouting and by replacing some
    bath/tub tiles with bath enclosures.  The other repair and
    maintenance problems that we observed included minor peeling paint, a
    small number of cracked shower tiles, and minor cracks in bathroom
    walls.

       SHENANDOAH NATIONAL PARK
    -------------------------------------------------------- Appendix II:8

    Accommodations at Shenandoah National Park, located in western
    Virginia, include lodging and restaurants at Skyland Lodge and at Big
    Meadows Lodge.  At the time of our review, Big Meadows Lodge was
    closed, so we did not inspect that facility.  Skyland Lodge consists
    of about 28 different facilities that range in age from 10 to 50
    years old.  Some of the facilities are historic structures.

    Skyland Lodge has about 177 rooms.  Most of these, about 157 rooms,
    are motel rooms located in about 14 different structures.  The
    remaining 20 rooms are located in 10 individual cabins.  The motel
    rooms range in price from $79 to $105 per night, depending on the
    time of year and amenities offered.  Suites range in price from $112
    to $160 per night, and cabins range from $48 to $88 per night.
    Except for five cabins, all lodging facilities at Skyland are owned
    and operated by a concessioner--ARAMARK.  The five cabins are owned
    by NPS and operated by the concessioner.

          CONDITION OF THE EXTERIOR
          AND GROUNDS OF SKYLAND LODGE
    ------------------------------------------------------ Appendix II:8.1

    Overall, we found the exterior and grounds of Skyland Lodge to be in
    decent condition.  Specifically, we found the following:

             STRUCTURES
    ---------------------------------------------------- Appendix II:8.1.1

    The structures were generally in good condition.  According to the
    NPS concessioner specialist, peeling paint is a general problem in
    Shenandoah National Park because of the humid climate.  We did not
    notice any problems other than one facility that had sectors of the
    rain gutters down on both the front and back of the building.

             GROUNDS
    ---------------------------------------------------- Appendix II:8.1.2

    The grounds were generally well maintained, properly illuminated, and
    free of litter and debris.  The grounds had a sufficient number of
    trash containers, which were convenient and covered.  The parking lot
    was paved, in good condition, and well lit.

             PUBLIC REST ROOMS
    ---------------------------------------------------- Appendix II:8.1.3

    The registration building at the lodge had no public rest room, but
    there were two rest rooms in the adjoining restaurant for use by the
    public.  The upstairs rest room was clean and well maintained.
    However, the downstairs rest room needed repairs.  Specifically, we
    found rust on the porcelain of one urinal, which appeared to be
    caused by a valve that had been leaking for a long period of time.
    (See fig.  II.8.) Furthermore, the sink counter was poorly maintained
    as evidenced by grout problems and numerous stains and burns.  The
    concessioner told us that these problems would be fixed.  The NPS
    concessions management specialist noted that these rest-room
    deficiencies had just been identified on the latest NPS inspection
    report and that the concessioner had been given a correction date for
    this project.  The official stated that under NPS standards,
    deficiencies identified during a periodic evaluation are generally to
    be corrected within 15 days of the inspection.  This period can be
    reduced or extended, depending on the type of deficiency and its
    impact on visitors and/or employees and the resource.  NPS officials
    noted that this process agrees with industry standards for corrective
    action.

       Figure II.8:  Leaking and
       Stained Urinal in Public Rest
       Room at Shenandoah National
       Park

       (See figure in printed
       edition.)

             PUBLIC SIGNS
    ---------------------------------------------------- Appendix II:8.1.4

    Generally, the public signs that we observed were accurate,
    appropriately located, and well maintained.  However, the lodging
    facility that we stayed in had no signs to direct guests to ice or
    public phones.  The NPS concessioner specialist stated that we should
    have been informed at check-in of the location of these facilities;
    however, this did not occur.

          CONDITION OF THE ROOMS AT
          SKYLAND LODGE
    ------------------------------------------------------ Appendix II:8.2

    We found that the condition of the rooms that we inspected at Skyland
    Lodge varied.  We inspected 13 rooms at Skyland for safety and
    security concerns, the availability of furnishings, the adequacy of
    housekeeping, and room repair and maintenance.  We found some safety
    and security concerns and a large number of repair and maintenance
    problems.  The concessioner told us that these problems occurred
    because the park was hit by a severe ice storm before the lodging
    facilities opened this season.  The storm forced the closing of roads
    and made it impossible for the concessioner to get maintenance crews
    to do their usual repairs.

    We found very few housekeeping problems at Skyland Lodge.  However,
    some furnishings required by industry's standards, such as a
    telephone in every room, were not available because the park's policy
    states that such items are not needed.

             SAFETY AND SECURITY
    ---------------------------------------------------- Appendix II:8.2.1

    Only 4 of the 13 rooms that we inspected had no safety and security
    concerns.  The main concerns that we found were that three rooms did
    not have a dead-bolt lock and nine rooms did not have a viewport or
    window convenient to the door as required by industry's standards so
    that a guest can determine who is at the door.  The concessioner told
    us that the staff were in the process of inserting a viewport on all
    lodging doors at Skyland Lodge in a phased approach.  The NPS
    concessions management specialist noted that dead bolts are not a
    current requirement under NPS' standards.  She stated that NPS'
    standards require only that doors have a double-locking system from
    the inside, which is the case at Skyland.  Therefore, the NPS
    specialist stated that the concessioner complies with NPS' standards.

    In addition to viewport concerns, we also found that 2 of the 13
    rooms we inspected did not have a functioning smoke detector.  The
    batteries in these smoke detectors needed to be replaced, and the
    concessioner took immediate action to correct the problem.  Finally,
    one room did not have an entryway light switch.

             FURNISHINGS
    ---------------------------------------------------- Appendix II:8.2.2

    Generally, the rooms that we inspected in Shenandoah National Park
    had most of the furnishings available to guests that are required by
    industry's standards.  However, because of the park's policy, none of
    the rooms have air conditioning or a phone.  The NPS concessioner
    specialist for Shenandoah told us that air conditioning is not needed
    in this park because of the high altitude and breezes.  NPS and the
    concessioner are, however, reconsidering the policy that a phone
    should not be available in all rooms, and the concessioner has
    obtained bids for the cost of installation.  It is also the park's
    policy to have a television only in rooms that have adequate
    soundproofing.  Two of the 13 rooms that we inspected did not have a
    television.  None of the rooms that we inspected had pencils/pens and
    notepads as required by industry's standards.  The concessioner told
    us it was not the company's practice to supply these items.

    A few rooms that we inspected did not have furnishings that were
    required by industry's standards.  For example, one room did not have
    a lamp at a desk, two rooms did not have a wastebasket in the
    bathroom, and two rooms did not have a writing surface.  Another room
    had no alarm clock.

             HOUSEKEEPING
    ---------------------------------------------------- Appendix II:8.2.3

    Most of the rooms in Skyland Lodge did not have housekeeping
    problems; in fact, 8 of the 13 rooms that we inspected had no
    housekeeping problems.  We did note that it was the concessioner's
    policy to change bed linen every third day (after 2 nights) only for
    stay-over guests, unless otherwise requested.  The concessioner told
    us that this policy is part of an environmental program.  We noticed
    that some of the rooms had cards informing the guests of this policy
    and others did not.  One room that we inspected did have a number of
    housekeeping problems, including mildew in the shower, stains on the
    bathroom walls, and a dirty air vent in the bathroom, but this
    appeared to be an exception to the overall clean condition of the
    rooms.

             REPAIRS AND MAINTENANCE
    ---------------------------------------------------- Appendix II:8.2.4

    Over half of the rooms that we inspected at Skyland Lodge had repair
    and maintenance problems.  For example, 7 of the 13 rooms had chairs
    that were in poor condition and needed to be repaired or replaced.
    The concessioner told us that many new chairs had already been
    purchased for this season but because of the ice storm, maintenance
    crews had not had adequate time to put them in the rooms.  Four of
    the rooms that we inspected had five or more repair and maintenance
    deficiencies, including such items as lamps without light bulbs, no
    hot water, peeling and/or stained paint on bathroom ceilings, grout
    problems in shower areas, and cracks in room ceilings.  Only 4 of the
    13 rooms that we inspected did not have repair and maintenance
    problems.  Again, the concessioner told us that the reason for these
    problems at Skyland Lodge facilities was the late winter ice storm,
    which prevented maintenance crews from getting to these facilities.
    The NPS concessioner specialist noted that concessioners who operate
    on a seasonal basis are required to completely close lodging
    facilities at the end of the season and then can face significant
    difficulties in getting the facilities open and ready for the new
    season, including weather constraints and damage that occurred during
    the period when the facilities were closed.

       YOSEMITE NATIONAL PARK
    -------------------------------------------------------- Appendix II:9

    Yosemite National Park, located near the eastern border of central
    California, offers a variety of lodging to meet the needs of its
    visitors.  There are deluxe, mid-scale, and economy rooms with a
    bath, plus cabins and tent-cabins without a bath.  About 43 percent
    of all rooms in Yosemite have a bath.  We inspected three lodging
    facilities located in the park--the historic Wawona Hotel, Yosemite
    Lodge, and Curry Village.  The Wawona Hotel is owned by NPS, while
    Yosemite Lodge and Curry Village are owned by the park's
    concessioner--Yosemite Concession Services Corporation.  The
    concessioner manages all of these lodging facilities.

    The Wawona Hotel has 104 rooms located in 6 structures that were
    built from 1876 to 1918.  Yosemite Lodge has 240 rooms that include
    cabin units, motel units, and cottage units.  This lodging facility
    had almost 500 rooms, but over half were lost in a January 1997
    flood.  Yosemite Lodge itself is over 100 years old.  Curry Village
    consists of 18 motel rooms and 185 cabins.  These rooms range in age
    from 60 to 100 years old.

    Room rates in Yosemite National Park vary by the time of year and the
    number of guests in a room.  The rates for rooms at the Wawona Hotel,
    of which 54 are without a private bath, range from $87 to $122 per
    night.  The room rates at Yosemite Lodge range from $92 to $118 per
    night.  Curry Village's motel room rates range from $86 to $100 per
    night.  The cabins in Curry Village, of which 85 are without a
    private bath, range in price from $65 to $118 per night.

          CONDITION OF THE EXTERIOR
          AND GROUNDS OF LODGING
          FACILITIES AT YOSEMITE
          NATIONAL PARK
    ------------------------------------------------------ Appendix II:9.1

    The condition of the exterior of the three lodging facilities varied,
    while the grounds at all the facilities were well maintained.
    Specifically, we found the following:

             STRUCTURES
    ---------------------------------------------------- Appendix II:9.1.1

    The Wawona Hotel lodging structures are old, and the exteriors need
    work.  For example, as shown in figure II.9, the roof is currently
    being replaced on the main Wawona Hotel.  According to a park
    official, the cost of this repair will be about $300,000 because the
    hotel is a historic structure and maintenance crews are using roofing
    material and craftsmanship that is not readily available on the
    commercial market.  We found that some of the Wawona structures had
    peeling paint on exterior walls and porches, paint damaged by broken
    steam pipes, and porches that need wood replaced.  Furthermore,
    soundproofing of the rooms is a general problem.  We were also told
    that the boiler is not big enough to provide hot water for both
    showers and washing dishes and that the electrical systems of some
    units need to be replaced.  The cost of these repairs will be
    substantially higher than normal because the structures are historic.
    Although the NPS concessioner specialist and hotel manager agreed
    that these repairs are needed, they stated that, currently, there is
    no time frame for getting them completed because funds are not
    available.  Yosemite Park officials stated that the concessioner
    experienced a substantial reduction in revenues in 1997 because of
    the flood and that, combined with an existing debt load, money is not
    being made available to make needed repairs throughout the park.

    The exterior of the lodging facilities at Yosemite Lodge and Curry
    Village were generally in good condition.

       Figure II.9:  Roof Replacement
       at the Historic Wawona Hotel in
       Yosemite National Park

       (See figure in printed
       edition.)

             GROUNDS
    ---------------------------------------------------- Appendix II:9.1.2

    The grounds at all three lodging facilities were well maintained.
    The grounds were generally free of litter and debris and had an
    adequate number of convenient trash containers.  In addition, the
    visitors' parking lots were paved and adequately illuminated.

             PUBLIC REST ROOMS
    ---------------------------------------------------- Appendix II:9.1.3

    As noted above, many of the rooms at the Wawona Hotel and Curry
    Village are without a private bath.  We inspected the public rest
    rooms at these two lodging facilities and found that they were well
    maintained.  For example, we observed that they were clean, odorless,
    and free of litter; had a sufficient number of waste receptacles; and
    were well illuminated.

             PUBLIC SIGNS
    ---------------------------------------------------- Appendix II:9.1.4

    The public signs that we observed at Yosemite National Park were
    accurate, appropriately located, and well maintained.

          CONDITION OF THE ROOMS AT
          YOSEMITE LODGING FACILITIES
    ------------------------------------------------------ Appendix II:9.2

    We examined 32 rooms at Yosemite's lodging facilities for safety and
    security concerns, the availability of furnishings, the adequacy of
    housekeeping, and the repair and maintenance of these facilities.
    Specifically, we inspected 12 rooms in Yosemite Lodge, 10 rooms in
    Curry Village, and 10 rooms at the Wawona Hotel.  As illustrated in
    figure II.10, the overall condition of the rooms at Yosemite was
    good.  We found a few safety and security concerns in Curry Village
    and Yosemite Lodge but none at the Wawona Hotel.  Some furnishings
    required by industry's standards, such as a television and air
    conditioner in every room, were not available because the park's
    policy states that such items are not needed.  However, most of the
    rooms at Curry Village did not have additional furnishings, such as a
    telephone, ice bucket, alarm clock/radio, notepads, and pen/pencils,
    available to guests.  The quality of housekeeping varied among the
    lodges; Yosemite Lodge had the most problems.  We found very few room
    repair and maintenance problems at any of the lodging facilities that
    we inspected.

       Figure II.10:  Typical Room in
       Good Condition at the Wawona
       Hotel

       (See figure in printed
       edition.)

             SAFETY AND SECURITY
    ---------------------------------------------------- Appendix II:9.2.1

    None of the 10 rooms that we inspected in Curry Village had a
    dead-bolt lock as required by industry's standards.  Seven of these
    rooms were cabins, and three were motel rooms.  We also found one
    room in Curry Village with a nonfunctioning smoke detector.  At
    Yosemite Lodge, 4 of the 12 rooms that we inspected did not have an
    active light switch at the main entry into the rooms.  We found no
    safety and security concerns in any of the rooms that we inspected at
    the Wawona Hotel.

             FURNISHINGS
    ---------------------------------------------------- Appendix II:9.2.2

    The rooms at Yosemite National Park did not have all the furnishings
    required by common industry standards.  For example, none of the
    rooms had air conditioning or a television, and the rooms in the
    Wawona Hotel and Curry Village did not have a telephone.  According
    to NPS' standards, park superintendents decide whether these items
    should be provided, and at Yosemite, it is the park's policy that
    these items not be required.  Also, at the historic Wawona Hotel,
    over half of the rooms in the hotel did not have a private bath.  At
    Curry Village, about half of the cabins were without a private bath.
    Furthermore, with limited exceptions, the rooms in Curry Village did
    not have an alarm clock/radio, an ice bucket, pen and pencils, and
    notepads.  These items are not required by the park, and it is not
    the concessioner's practice to provide them at these facilities.

             HOUSEKEEPING
    ---------------------------------------------------- Appendix II:9.2.3

    The quality of housekeeping varied among the Yosemite lodges.  The
    overall cleanliness of the rooms in the Wawona Hotel and Curry
    Village was very good.  For example, we found no housekeeping
    problems in about half of the rooms that we inspected in each of
    these two lodging facilities and only a few in the remaining rooms.
    We did note, however, that it is the concessioner's policy to change
    bed linen every third day (after 2 nights) only for stay-over guests
    unless otherwise requested.  According to representatives of the
    concessioner, this policy was implemented for environmental reasons.

    We found that the quality of housekeeping in the rooms at Yosemite
    Lodge varied.  Several housekeeping problems, such as an unclean
    bathtub/shower, sinks, walls, and ceilings, existed in about half of
    the rooms inspected.  The remaining rooms did not have any
    housekeeping problems.  According to the NPS concessioner specialist,
    it has been difficult for the concessioner to hire and retain quality
    housekeepers because of the poor condition of housing for
    concessioner employees within the park and the long distance between
    the surrounding communities and the park's lodging facilities.  The
    NPS representative stated that the 1997 flood washed away about 50
    percent of the concessioner's employee housing.  As a result, a large
    number of employees have had live in crowded, unheated tents since
    early spring, which is not conducive to retaining quality personnel.

             REPAIRS AND MAINTENANCE
    ---------------------------------------------------- Appendix II:9.2.4

    Most of the rooms that we inspected at Yosemite had very few repair
    and maintenance concerns.  Specifically, 29 of the 32 rooms either
    had none or only one repair and maintenance problem.  Those problems
    that we noted included such items as sagging mattresses, grout
    problems around a bathtub, inadequate or no ventilation in bathrooms,
    and various defects such as cracks, holes, and stains in some of the
    bathroom walls or ceilings.

       ZION NATIONAL PARK
    ------------------------------------------------------- Appendix II:10

    The lodging facilities at Zion National Park, located in southwestern
    Utah, consist of a lodge, 40 cabins, and a motel with 81 rooms.  The
    lodge and cabins are owned by NPS, and the motel is owned by the
    park's concessioner--AmFac Parks and Resorts.  The concessioner
    manages all three facilities.  The lodge itself has no rooms but is
    used for guest registration and general activities and houses a
    restaurant, snack bar, and gift shop.  Built in the 1920s, the
    original lodge burned down in the early 1960s and was rebuilt in
    1965; the facade was renovated in the 1980s.  The cabins were built
    in the early 1930s and are historic, and the motel rooms were built
    in the early 1980s.  Lodging accommodations are open year around, and
    rates vary, depending on the number of persons per room.  Cabin rates
    range from $93 to $103 per night, and motel room rates range from $83
    to $122 per night.

          CONDITION OF THE EXTERIOR
          AND GROUNDS AT ZION NATIONAL
          PARK
    ----------------------------------------------------- Appendix II:10.1

    Overall, we found the exterior and grounds of lodging facilities at
    Zion to be in very good condition.  Specifically, we found the
    following:

             STRUCTURES
    --------------------------------------------------- Appendix II:10.1.1

    As shown in figure II.11, the exterior of the cabins and motel was in
    very good condition.  All the facilities were painted this year.  The
    lodge and motel were clean and in good repair.  The cabins had just
    been remodeled and were in excellent condition.

       Figure II.11:  Well-Maintained
       Cabins and Motel at Zion
       National Park

       (See figure in printed
       edition.)

             GROUNDS
    --------------------------------------------------- Appendix II:10.1.2

    The grounds were also in very good condition.  They are well
    maintained, properly illuminated, and generally free of litter and
    debris, and there were an adequate number of convenient trash
    containers.  The guest parking areas were paved and well illuminated.
    We did note that during the recent renovation of the cabins, the
    grass was lost and had been reseeded.

             PUBLIC REST ROOMS
    --------------------------------------------------- Appendix II:10.1.3

    The public rest room, which was located in the lodge, was clean,
    odorless, and well maintained.

             PUBLIC SIGNS
    --------------------------------------------------- Appendix II:10.1.4

    The public signs that we observed in Zion were accurate,
    appropriately located, and well maintained.

          CONDITION OF THE ROOMS AT
          ZION NATIONAL PARK
    ----------------------------------------------------- Appendix II:10.2

    Overall, the rooms at Zion were in excellent condition.  We inspected
    10 rooms--7 motel rooms and 3 cabins--for safety and security
    concerns, the availability of furnishings, the adequacy of
    housekeeping, and facility repair and maintenance.  We found very few
    concerns.

             SAFETY AND SECURITY
    --------------------------------------------------- Appendix II:10.2.1

    We found no safety and security concerns in the rooms that we
    inspected.

             FURNISHINGS
    --------------------------------------------------- Appendix II:10.2.2

    None of the rooms that we inspected had a television or notepads as
    required by common industry standards.  According to the NPS
    concessioner specialist, it is the park superintendent's policy not
    to have a television in the rooms.  As for the notepads, it is not
    the concessioner's practice to provide this item for guests.  These
    were the only two items required by common industry standards that
    were not made available to guests at Zion National Park.

             HOUSEKEEPING
    --------------------------------------------------- Appendix II:10.2.3

    We found no housekeeping problems in any of the rooms that we
    inspected in Zion.

             REPAIRS AND MAINTENANCE
    --------------------------------------------------- Appendix II:10.2.4

    We found only one maintenance problem in the 10 rooms that we
    inspected; one room had a sagging mattress.  The NPS concessioner
    specialist noted that this mattress was scheduled to be replaced this
    year.

       Figure II.12:  Typical Motel
       Room in Very Good Condition at
       Zion National Park

       (See figure in printed
       edition.)

    According to park officials at Zion, its lodging facilities are in
    very good condition for a number of reasons.  First, the park has a
    specialist, located on-site, to deal directly with the concessioner.
    The NPS concessioner specialist at Zion has a lot of experience in
    working in this industry.  It was noted that experience or adequate
    training is essential to properly perform this job and not all parks
    have such personnel available.  Second, Zion park officials and the
    concessioner have a good working relationship, and the park
    superintendent supports the NPS concessioner specialists when items
    that need to be corrected are identified.  Park officials stated that
    the concessioner at Zion puts a lot of effort in maintaining the
    facilities at the park and corrects problems when they are
    identified, the result of which is that facilities stay in good
    condition.  Third, the NPS concessioner specialist inspects all rooms
    at least twice a year and frequently makes site visits during the
    year.  Fourth, the concessioner's staff are well trained and receive
    enough benefits that allow the core of the staff to remain on the job
    year around, which is different from the situation at seasonal parks.
    Finally, the NPS concessioner specialist told us that the contract
    with the concessioner provides for a special account that requires
    the concessioner to withhold 10 percent of gross revenues for capital
    improvements.  In accordance with the park's approval and
    determination as to how this money is to be spent, the NPS
    concessioner specialist told us that the concessioner has reinvested
    this money in the lodging facilities.

    RESULTS OF ROOM INSPECTIONS IN 10
    NATIONAL PARKS
    ========================================================= Appendix III

    This appendix presents the detailed results of our room inspections
    in 10 national parks, as shown in figure III.1.  To assess the
    condition of rooms, we discussed with industry officials at AAA,
    Mobil Travel Guide, Holiday Inn, and Days Inn their procedures for
    evaluating the condition of lodging facilities.  To determine the
    number of rooms to inspect, we used the practice generally followed
    by Holiday Inn inspectors.  That is, if a facility has fewer than 175
    rooms, 9 rooms are inspected; if a facility has from 176 to 300
    rooms, 12 rooms are inspected; and if a facility has over 300 rooms,
    15 rooms are inspected.  To obtain our sample of rooms, we generally
    requested a list of vacant and just cleaned but not yet occupied
    rooms from the concessioner and randomly selected rooms to inspect.
    We inspected a total of 171 rooms within the 10 parks.  We made our
    inspections with representatives of NPS and the concessioner present
    except at Canyon de Chelly, where representatives of the concessioner
    did not attend.

       Figure III.1:  Results of GAO's
       Inspections of Rooms in 10
       National Parks

       (See figure in printed
       edition.)

       (See figure in printed
       edition.)

       (See figure in printed
       edition.)

       (See figure in printed
       edition.)

    (See figure in printed edition.)Appendix IV
    COMMENTS FROM THE DEPARTMENT OF
    THE INTERIOR
    ========================================================= Appendix III

    (See figure in printed edition.)

    MAJOR CONTRIBUTORS TO THIS REPORT
    =========================================================== Appendix V

    RESOURCES, COMMUNITY, AND ECONOMIC
    DEVELOPMENT DIVISION, WASHINGTON,
    D.C.

    Lynne L.  Goldfarb
    Francis J.  Kovalak
    James R.  Yeager

    SEATTLE REGIONAL OFFICE

    Robert B.  Arthur
    William K.  Garber

    *** End of document. ***