A. SUSTAINABILITY MANAGEMENT

1. The manager-owner of the company is the sustainability manager. From his position of responsibility, he can manage the implementation of the sustainability policies with the personnel and providers.

2. We have a mission statement projecting our goal for sustainable practices in our activities. This statement is to be communicated to guests, business partners, and stakeholders.

3. We have a rigorous sustainability policy, which all employees and business partners can consult, and follow its creed in preserving social, cultural, historical, environmental, and economic riches of our destinations and local communities.

4. All staff are invited to follow the courses on the Travelife training platform.

5. We follow local sustainability events like TURNAT, organized by our main provider ECOTUR SA.

6. We motivate our clients to bring donations for the needed and we assist them in giving it to them.

7. We conduct a bi-annual assessment of our company’s implementation of the policies in this handbook. Coordinator reports on effectiveness of policy and action plans to the company staff.

8. We try to follow the guidelines of Travelife for the assessment of our business partners and suppliers, in their performance in sustainable practices.

9. We periodically publish our “journey” on the company website, so other operators and stakeholders can follow our progress.

10. We monitor and assess the implementation of the sustainability policy, through the Travelife website.

11. We report progress on Travelife website at least every 2 years.

12. We keep all staff and management compliant and up-to-date with all local and anti corruption and anti-bribery laws, anti-discrimination policy, and latest health & safety regulations.

B. INTERNAL MANAGEMENT

1. We abide by the Law of the Republic of Cuba, and specifically the regulations for foreign agencies operating in tourism in Cuba.

2. We encourage all personnel and workers of providers to join the Central de Trabajadores de Cuba (CTC), the official Workers Union of Cuba. We respect their time to take part in meetings of the Union and their celebrations like the 1st of May.

3. The agreements between workers and the company follows strictly the Cuban Law, by contracting only through the state provider Ecotur SA.

4. We abide by the collective labor agreement, and we respect any other informal agreement made between the workers and the company.

5. Overtime, weekend work, official holidays, yearly holidays, sick leave, maternity leave, medical insurance, retirement insurance and any other workers benefits are respected according to the Cuban Law.

6. We give equal opportunity to men or women. We don’t discriminate workers for their sexual orientation, race or religion.

7. We comply with UN Convention on the Rights of the Child and national law regarding child labor. We don’t accept employment of persons under the age of 18, nor by our company, nor by our providers.

8. We give staff members the right to raise concerns or file complaints regarding discrimination, employment issues, or any other suggestions to management without fear of retaliation. Given our company’s small size and family environment most issues and grievances are discussed and handled between the interested parties or with one’s supervisor.

C. INTERNAL ENVIRONMENTAL MANAGEMENT

1. We favor sustainable goods and services including, paper, food, capital goods, and consumables.

2. We favor local, eco-labelled, organic, and low carbon footprint products and services.

3. We set all printers to double-sided printing by default and re-use paper on the back side.

4. We try to purchase products in bulk when possible to reduce the use of packaging material.

5. We try to use non-hazardous and biodegradable cleaning supplies (look for products with eco-label).

6. We use internet & digital means when feasible to further reduce paper use.

7. We consider low energy equipment when purchasing new products for the company. Price and quality should be considered.

8. We set electronics to energy-saving mode when possible and switch off after working hours.

9. We have and follow recycling policy, separating all waste materials through the use of recycling bins in the office. Comply with national legislation concerning waste disposal.

10. We reduce transport related impact through phone or video-conferences with our offices throughout Cuba

11. Any new constructions or other infrastructure related activities should respect natural heritage, and best practices should be implemented, consulting local communities in the process (if ever applicable in the future).

12. We include in our programs, local elements in art, architecture, and culture.

D. PARTNER AGENCIES

1. We have in place a policy to assist the sustainable development of partner agencies.

2. Inform partners, suppliers, and stakeholders of our company’s sustainability policy which they are invited to comply with.

3. We regard as obvious important sustainability clauses with partners and suppliers. Key clauses include sexual exploitation, child labor, anti-discrimination, waste management, and biodiversity protection. Some of these aspects are part of the Law of the country and it is impertinent to put them in contracts, but it is regarded as obvious.

4. Partner agencies must comply with local, national, and international legislation and regulation.

E. TRANSPORTATION

We aim to promote and offer more sustainable services, excursions, and activities. We give preference to more sustainable transport options for transfers or excursions. Considering practical issues such as number of pax for transfer vs available means, safety, comfort, and price. Considering local possibilities.
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F. ACCOMODATION

1. We will develop and implement strategy to improve sustainability practices of contracted accommodations.

2. We give preference to accommodations that implement sustainability efforts.

3. We communicate sustainability policy to contracted accommodations. We make efforts to create awareness in sustainability training and education.

4. We collaborate with stakeholders, and tour-operators to promote sustainability among accommodations.

5. We provide incentives and benefits to accommodations which reflect engagement in sustainable practices. We give them priority in bookings.

6. We give preference to accommodations and restaurants that incorporate elements of local art, architecture or cultural heritage to give an authentic experience to guests. In selection process we consider price, comfort, licenses, hygiene and level of service.

7. We give priority to local initiatives of small-scale lodgings to help the local small-scale economy.

8. We terminate any cooperation with accommodation if they jeopardize the provision or integrity of basic services such as food, water, energy, and healthcare.

9. We expect from all lodgings that we sell that they comply with the Laws of the Country regarding child labor, prostitution and use of illegal substances. In case we have solid information that a lodging is involved in these illegal practices we close our contract and don’t sell this lodging anymore.

G. SUSTAINABLE EXCURSIONS

1. We have inventory of environmentally or culturally sensitive excursions. This includes visiting archeological sites under the protection of UNESCO, excursions that take place in areas that have been included in NATURA 2000 network, and religious sites.

2. We develop and implement policy to improve sustainability of excursion base.

3. We communicate objectives to any contracted excursion providers.

4. We give specific instructions and guidelines to visitors when visiting sensitive cultural sites where necessary.

5. We give preference to activities and excursions according to acknowledged sustainability standards.

6. We don’t offer activities or excursions that harm humans, animals, plants, natural resources or which are socially unacceptable.

7. We do not offer activities in which wildlife are held captive, unless in compliance with national laws.

8. We do not offer activities in which wildlife species are harvested, consumed, traded, or sold during excursions. We comply with all national and international law on this respect.

9. We offer excursions which include interaction with wildlife only if compliant with National Legislation. 10. We work preferably with certified licensed guides.

11. We make efforts to include into excursions activities which directly support local communities (e.g. purchasing services or goods, promoting local food, and local crafts and products).

H. TOUR LEADERS, LOCAL REPRESENTATIVES, & GUIDES

1. We respect and abide by collective labor agreement concerning tour leaders and local staff and legal minimum wage standards of the industry. We always guarantee motivational wages for guides, so they don’t depend on occasional tipping.

2. We cooperate only with professional guides who hold a government diploma and license.

3. We inform our tour leaders to provide information on relevant sustainability matters to guests at destinations. Dress code and photography information is also given when visiting religious sites.

4. All local staff and representatives have information about sexual exploitation of children at destinations and have clear instructions to report all suspicious activity to local police.

I. DESTINATIONS

1. We consider sustainability aspects of the destination in the selection process of new routes, excursions, and activities. We offer alternative and non-mainstream attractions to our clients.

2. We do not promote souvenirs which contain threatened flora and fauna species, including relevant clause in agreements.

J. CUSTOMER COMMUNICATION

1. We ensure that customer privacy is never compromised. Comply with EU General Data Protection Regulation and have procedures to protect all sensitive personal information of our clients and guests.

2. Our services, products, prices and information are clear and accurate. Contracted all terms and conditions with clients.

3. We regularly evaluate destination information to include relevant changes in any aspect.

4. Advise and inform clients on the environmental impacts of different transportation options, and sustainable alternatives regarding accommodations and excursions.

5. We promote sustainable accommodations, excursions, packages, and transport services with relevant information, if required.

6. We provide information about destination natural surroundings, local culture and heritage to our potential and actual clients.

7. We keep our clients informed about possible risks and precautions related to health and safety matters in destinations.

8. We have staff members always available on site and reachable by telephone or WhatsApp.

9. We follow guidelines and our experience on dealing with emergency situations.

10. We make our guests aware of national legislation concerning the purchasing, sales in- and export of historic or religious artifacts and threatened flora/fauna in destinations to our guests.

11. We inform clients about local products and specialties through the communication means of that we use with clients and our tour guides. We make recommendations for local restaurants and shops where available.

12. We inform clients on sustainable transport options.

13. We help clients to donate directly to local initiatives.

14. We cooperate with partner agencies to monitor customer satisfaction through questionnaires. They analyze the results and send us the feedback and corrective actions are taken where needed.

15. We follow procedures in cooperation with our guests in case of complaints.

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