Members Code of Conduct
The Veraccom Code of Conduct has been implemented to ensure there is a standard of competence, behaviour, and quality being translated by each member through the property and service they offer. It is crucial in today's world of opportunity that we get the offering right.
Quality and value is the priority two items potential guests look for when booking accommodation, whether it's for one night or seven.
The aims of the Code are not to make it difficult for members, quite the opposite. Getting the combination right will make it easier and the potential for growth is boundless.
The Objectives of the Code
The objectives of the Code of Conduct are to:
- Ensure that holiday rental owners adopt and use these standards of conduct throughout their holiday rental business and processes to ensure they demonstrate integrity and professional behaviour at all times
- Ensure holiday rental owners meet and exceed the expectations of their guests and external stakeholders by offering exceptional levels of customer service and support
- Maintain the reputation of Veraccom at all times
The conduct expectations should be observed and applied by all members at all times.
The following expectations are industry standards and points which you as a holiday accommodation provider should have in place:
- To demonstrate good governance, abide by all applicable laws, codes, and regulations, protect the public against fraud and unfair trade practices at all times.
- To be accountable for and to maintain high levels of health and safety for all guests at all times.
- To support the development of industry standards and safe practices in discussion in open forums with like-minded members and executive, where possible.
- To share knowledge, expertise, and skills to advance the guests and the industry while respecting the confidentiality of customers and associates.
- To respect all intellectual property rights.
- To provide fair and responsive service to guests before, during and after all business transactions.
- To recognise the rights of others to compete for business by all applicable laws.
- To make a full and frank disclosure to customers of all material terms of any agreement with them prior to booking contracts being signed.
- To comply with all lawful contractual obligations.
- Ensure that those who work with you as employees or third-party partners on your holiday rental projects are aware of this code of conduct and that they abide by it at all times.
- Ensure that your website holiday rental listings and advertisements must be consistent with your Veraccom rental listing at all times and ensure that no inappropriate material is uploaded and or displayed at any time. Any such failure will result in suspension or termination of your membership.
- Ensure the accuracy of all rental property listing descriptions and photo’s are kept fully up to date at all times and hold no embellishments.
- Show “Veraccom Trust Badge” on all your advertising listings at all times where possible.
- Ensure you comply with all areas of the Veraccom “Best Practice Guidance – Your Holiday Rental Property Service.”
Compliance with the Code of Conduct
Non-compliance with the code of conduct is taken very seriously and may lead to the following action being taken:
- If a Veraccom member is reported to be in breach of this code of conduct by a staying guest, an investigation will take place to ascertain the facts and the seriousness of the case.
- The member under investigation will cooperate with all requests from Veraccom for further information on the case.
- All such information collected, including any warnings Veraccom has previously issued to the member, will be tabled before a review committee before any final decision will take place.
- If the member is found to be in breach of the code of conduct, their membership will be canceled without refund.
- The member will be entitled to appeal within 14 days from the original date that the cancellation notice was issued.
- The appeal will be held before the appeal committee to hear the findings before any final decision is made.
- The seriousness of any case under investigation may be referred to the police in the country where the member is a resident if any fraudulent activity is in anyway suspected.