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
******************************************************************
** This file contains an ASCII representation of the text of a **
** GAO report. Delineations within the text indicating chapter **
** titles, headings, and bullets are preserved. Major **
** divisions and subdivisions of the text, such as Chapters, **
** Sections, and Appendixes, are identified by double and **
** single lines. The numbers on the right end of these lines **
** indicate the position of each of the subsections in the **
** document outline. These numbers do NOT correspond with the **
** page numbers of the printed product. **
** **
** No attempt has been made to display graphic images, although **
** figure captions are reproduced. Tables are included, but **
** may not resemble those in the printed version. **
** **
** Please see the PDF (Portable Document Format) file, when **
** available, for a complete electronic file of the printed **
** document's contents. **
** **
** A printed copy of this report may be obtained from the GAO **
** Document Distribution Center. For further details, please **
** send an e-mail message to: **
** **
** **
** **
** with the message 'info' in the body. **
******************************************************************
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. ***