SUSTAINABLE MANAGEMENT

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.

The establishment ensures that its operations, developments, and guest experiences respect Indigenous Peoples while safeguarding their rights and access to essential resources and culturally significant sites. This includes a commitment to cultural integrity, equitable benefit-sharing, and the protection of social and environmental well-being.

To conform with this criterion, the establishment assesses whether Indigenous Peoples are present within a 100km radius of the establishment. When assessing the presence of Indigenous Peoples, the establishment may refer to publicly available or locally recognised information, including:

• recognised Indigenous people or territories in the area;
• Indigenous cultural, historical, archaeological, or spiritual sites, routes, traditions, or practices; and
• UNESCO World Heritage or Intangible Cultural Heritage designations associated with Indigenous people.

If the assessment confirms that no Indigenous Peoples or Indigenous cultural assets are present within this radius, this criterion is considered Not Applicable (N/A).

Where Indigenous Peoples are identified, the establishment ensures that its guest-facing activities, site management, and development decisions respect Indigenous rights, culture, and access to resources. This means that the establishment ensures that:

• all representations of Indigenous people (e.g. guest materials, performances, crafts, storytelling, décor) are developed in consultation with relevant Indigenous people. This includes written consent, and fair compensation, where applicable;
• the authenticity and essence of Indigenous rituals, dances or ceremonies shared with tourists are preserved and presented in alignment with community-approved practices, including those recognised as UNESCO intangible cultural heritage;
• any re-design of community spaces or biodiversity-related initiatives (e.g. green space creation, native species planting, habitat restoration, nature-based tourism experiences) integrates traditional or Indigenous ecological knowledge and includes consultation to identify and mitigate risks of cultural or social degradation (e.g. displacement, loss of traditions);
• access to essential services and resources (e.g. food, water, healthcare, sanitation, education, livelihoods, natural resources, or culturally significant sites) is not restricted or compromised by the establishment’s operations;
• if applicable, free, prior, and informed written consent (FPIC) is obtained for the use or acquisition of land and water resources, and strictly complies with local zoning, heritage, and environmental protection regulations; and
• essential on-site services (e.g. medical facilities) are shared with surrounding communities when such services are otherwise unavailable.

The establishment actively cooperates with relevant external stakeholders on sustainable development issues, such as environmental, social, cultural, educational, economic, quality, human rights, health, risk and crisis management issues. Where relevant, cooperation with stakeholders involved in the protection and enhancement of local historical, archaeological, cultural and spiritually significant sites and traditions is encouraged. It is strongly recommended to select cooperation partners based on the local context, or issues, risks, or areas for improvement identified in criterion 1.2.

For establishments with more than 50 employees, a minimum of 2 active cooperations with relevant stakeholders are in place. Establishments with less than 50 employees have a minimum of 1 active partnership cooperation with a relevant stakeholder. At least 1 cooperation focuses on the area surrounding the establishment (regional/local); where 2 partnerships are required, the second cooperation could focus on the support of projects in other geographical areas. Cooperations may focus on environmental education or awareness-raising, social-cultural collaboration, or sustainable regional development.

Relevant stakeholders include (but are not limited to) non-governmental organisations, local community groups, local authorities, residents, local schools, management authorities of protected areas, heritage institutions, or sustainability-focused civil society organisations, etc.

To be approved, it is an active two-way cooperation between the establishment and the relevant stakeholders, providing benefits for both parties. An active cooperation is a mutually beneficial relationship involving at least 1 form of interaction during the certification period, such as: co-organisation of an event or public initiative; joint development and implementation of educational or community-based projects; employee volunteering during work hours; joint fundraising efforts or in-kind support that go beyond one-off donations. Passive support, such as donations alone without interaction, the sole purchasing of products, or one-sided communication, does not qualify as active cooperation.

If the establishment is part of a chain, collaborations may align with the broader chain’s strategic collaborations, provided that they are tailored to the specific applicant establishment.

Examples of active collaborations include:

1. protection of natural and culturally sensitive areas;
2. projects addressing the impacts of climate change;
3. creation of outdoor infrastructure (establishment of environmentally friendly boat mooring places, nature trails) that can also be used by the public;
4. activities with schools or communities working with environmental or educational initiatives;
5. activities with people with additional needs (vulnerable and/or less-resourced groups);
6. activities promoting social justice and equal rights;
7. provision of basic food, water, and energy services, as well as health and sanitation services in communities;
8. supporting museums to promote local heritage; and/or
9. cooperation with local community groups/destination management organisations/authorities on sustainable tourism planning and management in the destination, local infrastructure and social community development projects (e.g. sanitation).

Collaborations based solely on purchasing local products or supporting standalone biodiversity conservation activities do not fulfil this criterion (the latter is covered in criterion 7.11).

The establishment ensures occupational health and safety of all staff by:

• providing written health and safety policies and emergency procedures that are accessible and clearly communicated to all staff; and
• ensuring that health and safety measures are reflected in practical day-to-day operations, and not only in written documentation.

The establishment implements a basic, clear and accessible system for reporting concerns. At minimum, the establishment has:

• a written grievance and whistleblower procedure that explains how to report a concern, who receives it, the steps for follow-up and investigation, expected timelines, and assurances of confidentiality and non-retaliation;
• at least 1 confidential or anonymous reporting channel, such as access to an independent external whistleblower network (e.g. FEE whistleblower platform) or equivalent third-party channel;
• information for staff on how to use the system, ensuring that all employees (including subcontracted workers) know where to report concerns and understand their rights to safe, confidential reporting. The information is accessible and understandable to all staff; and
• guest reporting options, enabling visitors to confidentially report any form of exploitation or misconduct they observe. This information is available in guest materials (e.g. info books, digital welcome pages, signage, etc.).

This criterion applies to establishments with more than 50 employees. Establishments with fewer than 50 employees are encouraged to work on other proportional reporting options (e.g. simplified internal reporting, staff representative, open-door reporting practices).

The establishment ensures that no child under the age of 14 is employed and that any involvement of minors under the age of 18 in the workplace is strictly regulated, protective in nature and compliant with national and international child protection standards. The establishment furthermore ensures that no supplier using child labour is contracted.

The establishment therefore:

• refrains from the employment of children under the age of 14 under any circumstance;
• follows national legislation and, where it does not exist or is weaker than the criterion, complies with the UN Convention on the Rights of the Child and ILO Conventions No. 138 (Minimum Age) and No. 182 (Worst Forms of Child Labour); and
• respects children’s rights and protects children from all forms of exploitation, including sexual exploitation.

If persons under 18 are employed (e.g. through internships, apprenticeships, paid or unpaid positions), the establishment ensures that:

• written permission from a parent or legal guardian is obtained; or that there is a written agreement with the educational institution, specifying the nature of tasks, and work hours; and
• all applicable labour laws are followed, including those related to maximum working hours, minimum rest periods and breaks, days off and annual leave, compensation and insurance (if required). In the absence of national legislation, ILO Guidelines are followed.