In order to uphold the STAY WYSE objective of providing safe accommodation to young people, STAY WYSE wants guest safety to be a priority at every STAY WYSE certified establishment. STAY WYSE requires that certified establishments have and maintain a guest charter.
Your guest charter should promise to:
Prioritise guest safety
Respond to guest concerns
Your guest charter should include the following undertakings:
You have staff onsite and available 24/7 to help if someone needs assistance.
You operate a no-tolerance approach to violence, illegal drugs, or weapons on the premises.
You look after your hostel to always provide guests with a safe, secure and clean place to stay.
You operate a hostel that does not discriminate based on race, colour, ethnicity or nationality, religion, gender or sexual orientation.
You allocate beds or rooms as sensitively as possible.
You will deal with safety concerns promptly and professionally, to the best of your ability.
You will document and respond to concerns, complaints and feedback.
You will be open and honest in dealings with guests; you will inform guests what you’re going to do, and keep them informed if the problem cannot be rectified immediately.
If guests have any problems, issues or concerns, guests should be encouraged to contact your reception staff at first instance. A number for management should be provided if requested.