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| Code of Conduct |
At all
level the member hotel or resort is required to undertake
and observe the following Code of Conduct:
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To maintain
standards of guest care, cleanliness, and service appropriate
to the type of establishment. |
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To
describe accurately in the advertisement, brochure,
or other printed or electronic media, the facility and
services provided. |
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To
make clear to visitors exactly what is all prices quoted
for accommodation, including taxes, and any other surcharges.
Details of charges for additional services/facilities
should also be made clear; |
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To
give a clear statement of the policy on cancellations
to guests at the time of booking i.e. by telephone,
fax, email as well as information given in a printed
format. |
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To adhere to, and not
to exceed prices quoted at the time of booking for accommodation
and other services; |
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To
advise visitors at the time of booking, and subsequently
of any change, if the accommodation offered is in an
unconnected annexe or similar, and to indicate the location
of such accommodation and any difference in comfort
and/or amenities from accommodation in the establishment. |
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To give each visitor,
on request, details of payments due and receipt, if required. |
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To deal promptly and courteously
with all enquiries, requests, bookings and correspondence
from visitors. |
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Ensure complaint handling
procedures are in place and that complaints received
are investigated promptly and courteously and that the
outcome is communicated to the visitor. |
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To
give due consideration to the requirements of visitors
with special needs, and to make suitable provision where
applicable. |
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To welcome all guests
courteously and without discrimination. |
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To comply with applicable
fire and safety legislation, planning and all other relevant
statutory requirements. |
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