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Accommodation operator Code of Conduct
- Be informed. Read and understand your local council regulations regarding holiday accommodation in your local area, to ensure you comply on all fronts.
- Honesty is the best policy. Be honest about what your accommodation provides and includes. Self rating your property is not allowed, only AAA Tourism rated operations may claim STARS rating. If you claim other certification, including business name, you should display these certificates in a prominent position.
- Adequately Insure. Check your public liability and other insurances for your holiday property to ensure they are appropriate for the number of guests that you accommodate.
- Stay safe. Check your fire safety, extinguishers, alarms, fire blankets and fire hoses and have them stamped by the appropriate certifying authority. Have adequate fire and safety measures, including an evacuation plan. Prominently display local police and emergency services numbers.
- Policies and procedures. You should have a cancellation policy and communicate this up front to your guests to avoid confusion. You should have a clear set of booking, payment, check in and check out policies so that the property is suitably prepared for your guests.
- Consider your neighbours and they will consider you. Ask that your guests limit noise or disturbances that would lessen the enjoyment of neighbours or other guests.
- Security. Provide keys and/or alarms only to staff and guests, so that a third party does not have ready access to your property. Where audible alarms are used, ensure they can be quickly attended to so as not to disturb neighbouring properties.
- Deal fairly. Advise customers of any potential additional costs or changes. Strive to resolve any misunderstanding or dispute promptly, fairly and politely.
- Respect your community. Provide information to your guests so that they are aware of local rules and respect the community that they are visiting.
- Register your business. Ensure you have a registered business name, an ABN (GST if required) and have applied for appropriate business licensing for your operation.
- Save precious natural resources. Encourage guests not to waste water, ask them to switch off lights and heating or air conditioning when they go out.
- Keep clean. Ensure rubbish is disposed of promptly and correctly so that it does not impact others in your neighbourhood, particularly during peak holiday periods.
- Respect for others. Ask your guests to ensure that consumption of alcohol is responsible and inform them that no drugs or illegal activities are allowed on the premises. Ask that your guests be kind to wildlife. Loud music, bonfires, litter and off-road driving can disturb - or destroy - animals, birds and plants.
- Smile. Your guests are on holiday; help them have an even better time by greeting them with a warm and friendly smile on arrival.
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