Corporate Social Responsibility

The establishment offers local micro or small entrepreneurs the possibility to sell sustainable products that are based on the nature, history and culture of the local area. This can be in the form of a small shop or stand within the premises of the establishment. Alternatively, the establishment purchases and offers such local products to its guests.

The focus of this criterion is on products and services offered to guests that are not part of the regular service operations (e.g. standard restaurant service) but rather provide added value through showcasing local culture, craftsmanship, or heritage. Products produced within 100 km from the establishment are considered as locally produced.

The definition of local micro or small entrepreneurs follows national standards. If these do not exist, 1 of the following conditions applies:

1. micro enterprise: fewer than 10 employees; or
2. small enterprise: fewer than 50 employees.

Sustainable products and services are defined as those that are:

• produced in a manner that respects environmental, social and cultural sustainability principles;
• based on the local area’s nature, history and culture;
• manufactured without the use of internationally recognised threatened or protected species; and
• free from non-durable, unsustainable materials such as single-use plastics or other disposable materials.

The establishment provides access for people with additional accessibility needs. Recognising that establishments may not be able to cover all types of disabilities, the establishment focuses its accessibility improvements on minimum 2 specific category of need: physical mobility, visual impairment or cognitive/hearing impairment.

To reach conformity, the following minimum accessibility elements are in place when focusing on physical accessibility:

• at least 1 accessible entrance with ramp or level access (meeting slope and width standards);
• at least 1 accessible toilet in public/common areas;
• at least 1 accessible guest room including bathroom (if accommodation is provided);
• accessible restaurant seating or common dining area; and
• 1 accessible meeting/conference room, if applicable.

It is furthermore recommended that resting points (e.g. benches) are provided for guests with limited mobility throughout longer walking areas. The slope and width of entrances, signage, and handrail availability are verified in accordance with national accessibility guidelines or, where available, UN/WHO accessibility recommendations.

To reach conformity, the following minimum accessibility elements are in place when focusing on visual accessibility:

• high-contrast signage and/or tactile floor markers and/or adequate lighting and glare reduction in key areas (e.g. entrance, reception, toilets, corridors) according to visual impairment needs;
• at least 1 accessible toilet in public/common areas;
• at least 1 accessible guest room including bathroom (if accommodation is provided);
• accessible restaurant seating; reception or service desk, and either auditory cues or verbal guidance or braille/large-print menus/information guides; and
• 1 accessible meeting/conference room, if applicable.

For cognitive disabilities or hearing impairment, the following minimum accessibility elements are in place to reach conformity:

• an accessibility plan outlining how cognitive or sensory needs (hearing impairments) are addressed; and
• at least 2 implemented tangible actions focusing on either cognitive disabilities and/or hearing impairments:
  • examples of actions focusing on cognitive accessibility include simplified and pictogram-based instructions in key areas (reception, dining, safety information); quiet check-in or queue-free service for guests who need it; staff training focusing on the sensibilisation of needs for people with cognitive disabilities; availability of sensory-friendly maps or simple orientation guides; predictable routines for activities communicated clearly to guests.
  • examples of actions for hearing impairments include availability of portable hearing loops at reception or meeting rooms; captioned videos and visual alarms in key areas (if feasible); staff training focusing on the sensibilisation of needs for people with hearing impairments (e.g. trained in international sign language).

For the actions to be approved, the improvements are substantial, functional and clearly documented in the accessibility plan. The establishment also informs about the minimum accessibility elements in place on their website.

Even if pets are generally not allowed in the establishment, service animals (e.g. guide dogs) are always permitted. This aspect is respected by all staff. The level of access is clearly and accurately communicated on the establishment’s website. Descriptions specify accessible facilities (e.g. room layout, grab bars, step-free access, high-contras signage, visual alarms, etc.) and whether the establishment complies with specific standards (e.g. local building codes or accessibility certifications).

Where applicable, the establishment is encouraged to consult with or seek approval from national or local disability organisations when planning accessibility features. During the onboarding, all staff are trained and informed about the establishment’s accessibility provisions, regulations and the rights of guests with disabilities. Management and other relevant guest-facing staff receive additional follow-up training regarding the available equipment in the establishment.

The establishment has implemented at least 1 of the following initiatives during the last certification period (2 years) or during the last 12 months for first-time applicants:

1. a traineeship or apprenticeship lasting at least 3 months for long-term unemployed individuals;
2. active promotion of the recruitment, retention and development of staff with disabilities;
3. part-time or flexible employment contracts for people with limited employability, as some individuals may not be able to work full time (e.g. due to disabilities, age, or health conditions) and flexible arrangements support their inclusion in the workforce;
4. employment or training opportunities for individuals with limited language skills, or from vulnerable socio-economic backgrounds (e.g. migrants, survivors of violence, single parents, or economically disadvantaged individuals); and/or
5. active collaboration with programmes or partnerships that facilitate the transition from school or social support into employment for disadvantaged groups.

Overall, the establishment supports workplace inclusion and equal treatment by adapting roles, working hours, or conditions to the abilities and needs of the individuals (e.g. flexible working hours or adjusted responsibilities).

The establishment implements at least 1 initiative per year, or maintains ongoing facilities or services, that promote staff physical or mental wellbeing.

Examples of acceptable wellbeing initiatives include:

1. team-building events, appreciation activities, or wellness days;
2. free or subsidised access to exercise facilities, sports activities, or wellness equipment during or after working hours;
3. training sessions, workshops, or briefings on mental health, stress management, resilience, emotional wellbeing, or work–life balance;
4. awareness campaigns or workshops addressing substance use, nutrition, occupational health, or health-related risks;
5. preventive health initiatives such as regular health check-ups (where feasible), flu vaccinations, or ergonomic assessments;
6. facilities that support staff wellbeing needs, such as breastfeeding rooms, quiet rooms, or prayer spaces;
7. challenges or competitions encouraging healthy habits (e.g. steps challenge, cycling-to-work month); and/or
8. family-friendly initiatives, such as allowing employees to bring their children to work under safe and appropriate conditions, or providing access to designated childcare spaces, children’s clubs, or partnerships with nearby childcare providers.

The establishment develops and implements a Code of Business Conduct. This is a dated, internal document, and covers all of the following key dimensions:

• policies and corporate culture: how the organisation fosters ethical business conduct and an integrity-driven corporate culture;
• anti-corruption and bribery: policies aligned with international frameworks (e.g. UN Convention against Corruption) and identification of at-risk functions;
• business ethics: upholding values of fairness, transparency and integrity;
• corporate governance: structures defining decision-making, accountability and control;
• human rights and social safeguards: commitment to the Universal Declaration of Human Rights and the UN Convention on the Rights of the Child, including protections against abuse, exploitation and harassment (with attention to vulnerable groups); and
• animal welfare: where applicable, policies addressing the welfare of animals on-site.

The Code of Business Conduct is:

• formally approved by general management and dated;
• reviewed at least once every 4 years; and
• shared with all staff (e.g. via onboarding, handbook, training) and made publicly available upon request.

A chain-wide Code of Business Conduct may be used, provided that it demonstrably applies to the applicant establishment (relevant brand, country, property type); staff at the establishment are aware of and have access to it; and the establishment can show how the Code of Business Conduct is implemented in practice at property level. Chain-wide documents alone are not sufficient; the establishment still demonstrates awareness and implementation during the audit.

The establishment follows animal welfare guidelines when animals are kept on its premises. This includes full compliance with national animal welfare legislation and, at minimum, adherence to the Five Domains Model of animal welfare, as defined in ABTA’s Global Welfare Guidance for Animals in Tourism.

The Five Domains focus on the animals’ physical and emotional well-being. This includes:

• positive conditions that are ensured:
• good feeding: animals have constant access to clean water and are given enough food that meets their nutritional needs and natural feeding behaviours;
• comfortable living conditions: animals live in an environment that suits their species, providing space, shelter, appropriate temperatures and enrichment opportunities (e.g. natural materials, shade, bathing areas);
• healthy bodies: animals receive proper care to stay physically healthy and any injuries or illnesses are treated quickly;
• freedom to behave naturally: animals can move freely and express normal behaviours (like socialising, digging, flying, climbing, or playing) depending on the species; and
• positive experiences and emotional well-being: animals feel safe, comfortable, stimulated and content.
• negative conditions that are avoided:
• hunger or thirst: animals are not deprived of food or water;
• poor living conditions: dirty, overcrowded, or overly harsh environments are unacceptable;
• illness or injury: sick or hurt animals are not left untreated;
• restricted behaviour: chaining, caging, or preventing animals from moving or behaving normally is not allowed; and
• suffering or stress: practices that cause pain, fear, boredom, frustration, or emotional distress are avoided.

A veterinary assessment is conducted at least once per year to confirm animal health and welfare.

The establishment does not offer, promote, or facilitate entertainment, excursions, or activities that involve involving the exploitation or suffering of animals. This applies both to on-site activities and to suppliers or external activities recommended, sold/contracted, or arranged through the establishment.

The use of wild animals for entertainment, handling, or close interaction is strictly prohibited. This includes, but is not limited to:

• animal shows or performances;
• staged photo opportunities;
• direct contact with or feeding of captive wild animals;
• animal fights, races, or rides that compromise welfare (e.g. elephant rides, reindeer races, rodeos); and
• off-site events or attractions known to harm animals (e.g. bullfighting, circuses with wild animals, hunting safaris).

The establishment assesses external suppliers and activities it promotes or contracts with third parties to ensure they do not involve these practices.

Domestic animals may participate in welfare-based, educational, or culturally rooted activities (e.g. interactive farms, husky safaris, horseback riding), whether offered on-site or promoted/facilitated off-site. On-site animals are always housed under conditions that comply with animal welfare regulations and standards, including those outlined in criterion 1.14.

The establishment does not harvest, sell, trade, or display plant or animal species or their parts and products that are listed as Threatened (i.e. Vulnerable, Endangered, or Critically Endangered) on the IUCN Red List of Threatened Species.

This includes both regulated and unregulated trade, as well as the unsanctioned collection of wild flora and fauna. The prohibition applies to items sold or displayed in all areas of the establishment (for products such as souvenirs, decorative items, traditional medicines, or live specimens).

Commercial activities involving Threatened species are not permitted, even if the species or products are legal to sell under national legislation, unless explicitly permitted under international conservation guidance and used exclusively for educational or awareness-raising purposes.

Additionally, to protect cultural heritage, historical and archaeological artefacts are not sold, traded, or displayed unless lawfully acquired and presented for an educational or cultural purpose. In such cases, collaboration with relevant institutions (e.g. museums, conservation organisations, or Indigenous groups) is encouraged to ensure respectful and meaningful interpretation.

The establishment provides access for people with additional accessibility needs. Recognising that establishments may not be able to cover all types of disabilities, the establishment focuses its accessibility improvements on minimum 1 specific category of need: physical mobility, visual impairment or cognitive/hearing impairment.

To reach conformity, the following minimum accessibility elements are in place when focusing on physical accessibility:

• at least 1 accessible entrance with ramp or level access (meeting slope and width standards);
• at least 1 accessible toilet in public/common areas;
• at least 1 accessible guest room including bathroom (if accommodation is provided);
• accessible restaurant seating or common dining area; and
• 1 accessible meeting/conference room, if applicable.

It is furthermore recommended that resting points (e.g. benches) are provided for guests with limited mobility throughout longer walking areas. The slope and width of entrances, signage, and handrail availability are verified in accordance with national accessibility guidelines or, where available, UN/WHO accessibility recommendations.

To reach conformity, the following minimum accessibility elements are in place when focusing on visual accessibility:

• high-contrast signage and/or tactile floor markers and/or adequate lighting and glare reduction in key areas (e.g. entrance, reception, toilets, corridors) according to visual impairment needs;
• at least 1 accessible toilet in public/common areas;
• at least 1 accessible guest room including bathroom (if accommodation is provided);
• accessible restaurant seating; reception or service desk, and either auditory cues or verbal guidance or braille/large-print menus/information guides; and
• 1 accessible meeting/conference room, if applicable.

For cognitive disabilities or hearing impairment, the following minimum accessibility elements are in place to reach conformity:

• an accessibility plan outlining how cognitive or sensory needs (hearing impairments) are addressed; and
• at least 2 implemented tangible actions focusing on either cognitive disabilities and/or hearing impairments:
  • examples of actions focusing on cognitive accessibility include simplified and pictogram-based instructions in key areas (reception, dining, safety information); quiet check-in or queue-free service for guests who need it; staff training focusing on the sensibilisation of needs for people with cognitive disabilities; availability of sensory-friendly maps or simple orientation guides; predictable routines for activities communicated clearly to guests.
  • examples of actions for hearing impairments include availability of portable hearing loops at reception or meeting rooms; captioned videos and visual alarms in key areas (if feasible); staff training focusing on the sensibilisation of needs for people with hearing impairments (e.g. trained in international sign language).

For the actions to be approved, the improvements are substantial, functional and clearly documented in the accessibility plan. The establishment also informs about the minimum accessibility elements in place on their website.

Even if pets are generally not allowed in the establishment, service animals (e.g. guide dogs) are always permitted. This aspect is respected by all staff. The level of access is clearly and accurately communicated on the establishment’s website. Descriptions specify accessible facilities (e.g. room layout, grab bars, step-free access, high-contras signage, visual alarms, etc.) and whether the establishment complies with specific standards (e.g. local building codes or accessibility certifications).

The establishment is encouraged to consult with or seek approval from national or local disability organisations when planning accessibility features. During the onboarding, all staff are trained and informed about the establishment’s accessibility provisions, regulations and the rights of guests with disabilities. Management and other guest-facing staff receive additional follow-up training regarding the available equipment in the establishment.

The establishment selects 1 focus area, either equitable recruitment or equitable development, and integrates procedures into its general recruitment or employment policies, ensuring fairness regardless of ethnicity, gender identity, disability, age, sexual orientation, religion or socio-economic background, including in management positions. The establishment furthermore implements at least 1 documented action linked to the selected focus area. The implemented actions are documented, relevant to the context of the establishment (e.g. location, workforce composition), and evaluated or reviewed every 4 years.

For the focus area of equitable recruitment, the establishment uses fair and non-discriminatory hiring processes that minimise bias in job advertising, shortlisting and interviewing. For the focus area of equitable development, the establishment ensures fair access to training, skill-building and advancement opportunities, with decisions on promotions and benefits based solely on skills, performance and experience. This criterion applies to all levels of employment, including advancement into leadership and management roles. The selected focus area is supported by a written equal opportunity policy that sets out zero tolerance for discrimination and outlines mechanisms to ensure inclusivity in the relevant processes. The policy may be a stand-alone one-page document or be part of another internal document (e.g. Code of Business Conduct), is shared with relevant staff (e.g. management, HR), formally approved by management and reviewed at least once every 4 years.

Examples of acceptable actions:

1. blind recruitment practices such as anonymous first-round CV screening, removing identifying information such as name, gender, ethnicity, or address, to reduce bias in shortlisting. (applies to equitable recruitment);
2. setting inclusive hiring targets (where legally permissible), or development targets, or non-sensitive monitoring systems (e.g. gender ratio in management, local vs. non-local staff etc.). (applies to equitable recruitment);
3. promotion and support of the completion of basic education level amongst all staff (only relevant for staff without finalised formal education). (applies to equitable development);
4. internal mentorship or career development programmes targeting underrepresented groups, with measurable outcomes such as promotions or role progression. (applies to equitable development); and/or
5. mandatory annual DEI (Diversity, Equity and Inclusion) training for the Green Key Establishment Representative or relevant HR personnel, which includes topics such as non-discrimination and inclusive hiring principles, bias reduction (e.g. unconscious bias), inclusive leadership and workplace culture. (Applies to both focus areas.)

The collection of numerical data on gender, local employment, disability or ethnic representation is recommended only where legally permitted, ethically appropriate and voluntarily disclosed. Data must remain aggregated and anonymised.

This criterion is imperative for establishments with more than 50 employees. For establishments with fewer than 50 employees, this criterion is guideline.