CITY TOURISM AND DEVELOPMENT OFFICE

CITIZEN’S CHARTER
CITY TOURISM AND DEVELOPMENT OFFICE

CITIZEN’S CHARTER

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I. Mandate:

To act as the implementing arm of the City Government in the pursuance of

policies and programs for the development, promotion, standards, regulation
and planning of programs in collaboration with the Department of Tourism and
other agencies, persons or entities concerned with tourism.

II. Vision:

Iloilo City to be “the Preferred Destination” in terms of MICE, Culture and

Heritage, Culinary Tourism.

III. Mission:
We shall be the lead agency of the Iloilo City government in promoting and
preserving our cultural heritage through our festivals and foods; develop
programs that instill the pride of place in every Ilonggo; We shall vigorously
hone our skills in providing utmost service to our clients and stakeholders and
to faithfully accredit and regulate tourism establishments to offer their best
services for every visitor; We shall commit ourselves in giving our visitors the
one of a kind Ilonggo experience by providing an entirely enjoyable stay
complete with fun and festive attractions, appropriate infrastructure facilities,
engaging and hospitable host (people), safe and secured ground, highly
accessible transport service and comfortable accommodation.

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 LIST OF SERVICES

City Tourism and Development Office External Services 4

Tourism Service Assistance for Tourism Travel Advices and
Creation of Tour Itinerary 5
Tour Guide Request 6

Tourism Licensing and Regulation Section 8

Tourism Licensing 9
SPOLO 12
Submission of Tourism Statistics Data 13

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 CITY TOURISM AND
DEVELOPMENT OFFICE

External Services

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 1. City Tourism and Development Office (TOURISM SERVICE ASSISTANCE)
Tourism Service Assistance for Tourism Travel advices and creation of tour itinerary

Office or Division: City Tourism and Development Office

Classification: Simple
Type of Transaction: G2C – Government to Citizen
Who may avail: Local, National and International Tourists, General Public
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Letter of Request addressed to the City Tourism and Development Office
Department Head
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTIONS
PAID TIME RESPONSIBLE
1. Client inquires for City City Tourism and NONE 3 minutes City Tourism and
Tour and provides Dev’t Office (CTDO) Dev’t Office
relevant information on Receptionist/In- (CTDO)
time frame and specific house Tour Guide Receptionist/In-
activities receives house Tour Guide
information
City Tourism and NONE 3 minutes City Tourism and
Dev’t Office (CTDO) Dev’t Office
Receptionist/In- (CTDO)
house Tour Guide Receptionist/In-
prepares tour house Tour Guide
itinerary according
to client’s provided
timeframe and
specific activities
2. Client receives tour City Tourism and NONE 2 minutes City Tourism and
itinerary Dev’t Office (CTDO) Dev’t Office
Receptionist/In- (CTDO)
house Tour Guide Receptionist/In-
prints itinerary and house Tour Guide
releases to client
TOTAL 8 minutes

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 2. City Tourism and Development Office (TOUR GUIDE)
Tourism Service Assistance for Tour Guide Request

Office or Division: City Tourism and Development Office

Classification: Simple
Type of Transaction: G2C – Government to Citizen
Who may avail: Local, National and International Tourists, General Public
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Send letter of request 2 days before the tour City Tourism and Development Office
for proper coordination
FEES TO BE PROCESSING PERSON
CLIENT STEPS AGENCY ACTIONS
PAID TIME RESPONSIBLE
1. Client submits City Tourism and NONE 2 days City Tourism and
Request Letter to the Dev’t Office (CTDO) Dev’t Office
City Tourism and Receptionist/In- (CTDO)
Dev’t Office house Tour Guide Receptionist/In-
receives letter house Tour Guide

City Tourism and NONE 2 minutes City Tourism and

Dev’t Office (CTDO) Dev’t Office
Receptionist/In- (CTDO)
house Tour Guide Receptionist/In-
logs request and house Tour Guide
forwards letter to
the City Tourism
Officer for Approval
City Tourism NONE 1 minute City Tourism
Officer Officer
approves/disappro
ves request
depending on
availability of In-
house Tour Guide
Request letter is NONE 1 minute City Tourism and
endorsed to Dev’t Office
designated City (CTDO) In-house
Tourism and Dev’t Tour Guide
Office
(CTDO) In-house
tour guide
City Tourism and NONE 2 minutes City Tourism and
Dev’t Office (CTDO) Dev’t Office
In-house Tour (CTDO) In-house
Guide makes Tour Guide
itinerary based on
request letter
2. Client receives City Tourism and NONE 2 minutes City Tourism and
approval of request Dev’t Office (CTDO) Dev’t Office

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letter In-house Tour (CTDO) In-house
Guide informs Tour Guide
client of approved
request letter,
prints itinerary and
releases to client
TOTAL 2 days and 8
minutes

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TOURISM LICENSING AND
REGULATION SECTION

External Services

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 1. City Tourism and Development Office (TOURISM LICENSING)

Collecting of Fees in accordance with Tax Ordinance 2023-227

Office or Division: City Tourism and Development Office

Classification: Simple
Type of Transaction: G2C – Government to Citizen
Who may avail: Tourism Related and Oriented Establishment Owners and Operators, Tour
Guides
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. Business Permit (Latest) 1. Iloilo City Business Permits and Licensing Office
2. Official Receipt of Payment 2. City Treasurer’s Office

PROCESSING PERSON
CLIENT STEPS AGENCY ACTIONS FEES TO BE PAID
TIME RESPONSIBLE
1. Presents documentary BPLO Staff receives NONE 1 minute BPLO Staff
requirements to Business documentary
Permits and Licensing requirements
Office (BPLO) Staff
City Tourism and Dev’t NONE 1 minute CTDO Staff
Office (CTDO) Staff
receives and validates
submitted
requirements from
BPLO Staff
CTDO Staff computes See Next Page 2 minutes CTDO Staff
client’s Tourism Fee
CTDO Staff issues NONE 2 minutes CTDO Staff
approved Computation
Form to City
Treasurer’s Office
(CTO) Staff
CTO Staff encodes NONE 1 minute CTO Staff
Business License Fees
including Tourism
License
2. Client receives CTO Staff forwards 1 minute CTO Staff
Assessment and pays document to
Business Permit Fees appropriate office for
encoding and control
number
CTO Staff receives NONE 1 minute CTDO Staff
documents and
provides Tourism
License Number
3. Client receives BPLO Staff prints and 1 minute BPLO Staff
Tourism License releases Business
Permit to client
TOTAL 10 minutes

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City Tourism and Development Office (TOURISM LICENSING)
Summary of Payment

TOURISM LICENSE TYPE OF FEE FEES TO BE PAID

ACCOMMODATION ESTABLISHMENTS
Hotels License Fee Php 2,500.00
Registration Fee Php 8,000.00
Resort License Fee Php 3,000.00
Registration Php 5,000.00
Apartment Hotel (Apartel) License Fee Php 3,000.00
Registration Php 3,000.00
Mabuhay Accommodation License Fee Php 3,000.00
(Tourist Inns, Bed & Breakfast, Pension
House, Lodging Houses, Motels, Vacation
Homes, Homestays and other similar
Registration Php 3,000.00
establishments)
TRAVEL & TOUR SERVICES
Travel & Tour Agency, Travel License Fee Php 2,500.00
Agency, Tour Operator, and online
Registration Php 3,000.00
travel agency
Ticket Outlet License Fee Php 2,000.00
Registration Php 2,000.00
TOURIST TRANSPORT SERVICES
Tourist Transport Operator (Land, License Fee Php 2,500.00
water, air, motor banca services Registration Php 1,500.00
MEETINGS, INCENTIVES, CONFERENCES, AND EVENTS
MICE Facility License Fee Php 5,000.00
Registration Php 3,000.00
Event Organizer License Fee Php 3,000.00
Registration Php 1,500.00
* Conference halls, meeting rooms, and events areas which are part of the facilities of accommodation
establishments shall not pay additional license fees apart from fees charged for accommodation
establishments.
ACCREDITED TOURISM FRONTLINERS
Tour Guides License Fee Php 600.00
Registration Php 1,000.00
Tourism Trainer License Fee Php 600.00
Registration Php 500.00
OTHER PRIMARY TOURISM ENTERPRISES
Museum Galleries & Tourism License Fee Php 2,000.00
Attractions Registration Php 3,000.00
Tourist Adventure, Sports and License Fee Php 3,000.00
Ecotourism Facilities Registration Php 3,000.00

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City Tourism and Development Office (TOURISM LICENSING)
Summary of Payment (continuation)

TOURISM LICENSE TYPE OF FEE FEES TO BE PAID

OTHER PRIMARY TOURISM ENTERPRISES (Continuation)
Spa, Ambulatory Clinic with medical License Fee Php 2,000.00
tourism services and Tertiary
Hospital with Medical Tourism Registration Php 3,000.00
services
SECONDARY TOURISM ENTERPRISES
TOURISM-RELATED ENTERPRISES License Fee Php 800.00
which includes Restaurants, tourism
training center, target shooting range,
department store, shopping malls, tourist
shop, specialty shop, souvenir shop,
pasalubong center, farm tourism camp,
Registration Php 1,500.00
tourism entertainment complex, tourism
recreation center, zoos, rest areas/restroom
in gasoline stations
OTHER TOURISM RELATED License Fee Php 1,000.00
ENTERPRISES such as beerhouse,
barbershop, grocery stores, boutiques,
fitness gyms, sports and recreational clubs,
internet stations, rest areas in gasoline
stations, coffee shops, bake shop, pastry Registration Php 3,000.00
shops, handicrafts/shell craft, native
products store, disco clubs or bars, foreign
exchange outlets, and all establishments
inside the malls
NOTE: 50% license fee surcharge shall be imposed for late payments of tourism license
fee for all types of tourism establishments.

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 2. City Tourism and Development Office (SPECIAL PERMIT FOR OUT OF LINE
OPERATIONS or SPOLO)

Endorsement of Provincial PUJ/PUV to enter the City for Tourism and MICE Purposes

Office or Division: City Tourism and Development Office

Classification: Simple
Type of Transaction: G2C – Government to Citizen
Who may avail: Provincial PUJ/PUV Operators, Tour Operators
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
1. One (1) Photocopy of received Letter Request 1. City Tourism and Development Office
addressed to the City Mayor’s Office to City
boundaries
2. One (1) Photocopy of LTFRB SPOLO
3. One (1) Photocopy of OR/CR
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTIONS
BE PAID TIME RESPONSIBLE
1. Presents documentary CTDO Staff receives NONE 2 minutes CTDO Staff
requirements to City and validate
Tourism and documentary
Development Office requirements
(CTDO) staff
CTDO Staff stamps NONE 2 minutes CTDO Staff
approved
endorsement to
client’s letter of
request
CTDO Staff encodes NONE 2 minutes CTDO Staff
approved
endorsement in the
logbook
2. Client receives CTDO Staff releases NONE 1 minute CTDO Staff
submitted documents submitted
with endorsement documents with
approved
endorsement to
client
3. Client proceeds to the TMTRO staff NONE 4 minutes TMTRO Staff
Transportation receives and validate
Management and Traffic documents
Regulation Office
(TMTRO) and submits a
copy of approved
endorsement
TOTAL 7 minutes

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 3. City Tourism and Development Office (Submission of Tourism
Statistics Data)

Regulation Ordinance 2021-450 requires all tourism accommodations, travel agencies,

resorts, museums, and galleries, MICE Facilities, and all other identified tourism sites to
submit regular monthly report on tourist statistics data to the City Tourism and Development
Office

Office or Division: City Tourism and Development Office

Classification: Simple
Type of Transaction: G2B – Government to Business
Who may avail: All tourism accommodations, travel agencies, resorts, museums, galleries, MICE
Facilities, and other identified tourism sites
CHECKLIST OF REQUIREMENTS WHERE TO SECURE
A. Accommodation Establishments (AE) 1. City Tourism and Development Office
a. Tourism Establishment Information
Form – every January only
b. AE Monthly Monitoring Form – Monthly
c. AE Domestic Monitoring Form – Monthly
d. MICE CUS Form – Monthly (for
establishments with meeting room
facilities only)
e. Other data as may be required by DOT
and CTDO
B. MICE Facilities
a. Tourism Establishment Information
Form – every January only
b. MICE CUS Form – Monthly
c. Other data as may be required by DOT
and CTDO
C. Tourism Attractions (Museums, Galleries,
Tourism Sites)
a. Tourism Establishment Information
Form – every January only
b. VAR1 – Tourist Attraction Visitor Record
- Monthly
c. Other data as may be required by DOT
and CTDO
D. Other Tourism Establishment
a. Tourism Establishment Information
Form – every January only
b. Other data as may be required by DOT
and CTDO
FEES TO PROCESSING PERSON
CLIENT STEPS AGENCY ACTIONS
BE PAID TIME RESPONSIBLE
1. Presents documentary CTDO Staff receives NONE 2 minutes CTDO Staff
requirements to City and validate

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Tourism and documentary
Development Office requirements.
(CTDO) staff by
hardcopy or through
electronic submission
via
iloilotourismstatistics@g
mail.com

Deadline is every 5th

day of the following
month of the required
reporting period.
CTDO Staff logs the NONE 2 minutes CTDO Staff
document submitted
including the date
and time of
submission
TOTAL 4 Minutes
NOTIFICATION, CITATION, AND PENALTIES
1. Client receives the CTDO notifies clients NONE 2 minutes CTDO Staff
notice from CTDO who have failed to
submit the required
documents through
a letter sent to their
office and
electronically with
the following
schedule:

 First Notice –
first working day
after the
deadline
 Second Notice –
second working
day after the
deadline.
 Third Notice –
third working
day after the
deadline
2. Client submits CTDO Staff logs the NONE 2 minutes CTDO Staff
documents to CTDO Staff date and time of the
receipt of the
document including
the name of the
permit.
2.1 Client fails to submit CTDO Staff shall log NONE CTDO Staff

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documents to CTDO Staff and issue a Citation
after due and diligent Ticket with
notice penalties will be corresponding fees
imposed
2.2 Client receives CTO Staff encodes See next 8 minutes CTO Staff
Citation Ticket and and issues an official page
proceeds to City receipt
Treasurer’s Office (CTO)
and pay the penalty fee
2.3 Client returns to CTDO Staff logs the NONE 3 minutes CTDO Staff
CTDO and present date, time and
official payment receipt amount of payment

TOTAL 15 minutes

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City Tourism and Development Office (Submission of Tourism Statistics Data)
Summary of Fees

FEES TO BE PAID
First Offense P2000
Second Offense P3000
Third Offense P5000 and suspension of business permit to
operate for three (3) months

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 FEEDBACK AND COMPLAINTS MECHANISM

FEEDBACK AND COMPLAINTS MECHANISM

How to send feedback Open Iloilo City Tourism and
Development Office Facebook Page
then send a message or write an email.

How feedbacks are processed Messages or emails will be reviewed

and addressed by the officer-in-charge
for appropriate action.

How to file a complaint Submit letter of complaint to the City

Tourism and Development Office
addressed to the Department Head

How complaints are processed 1. Upon receipt of the letter the

Department Head will assign an officer-
in-charge for appropriate action.

2. All complaints will be logged in a

designated Logbook

3. Feedback to complainant will be

made within 5 days upon notice of
complaint
Contact Information of CTDO iloilocitytourism@gmail.com
0910 450 6817

Facebook Page: Iloilo City Tourism and

Development Office

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 LIST OF OFFICES

Office Address Contact Information

Iloilo City Tourism and Ker & Co Bldg, City Hall (033) 320 7581 /
Development Office Complex 0910 450 6817
Tourism Licensing and Ker & Co Bldg, City Hall (033) 320 7581 /
Regulation Section Complex 0910 450 6817

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