Seren Guest & Visitor Respect Policy

Our commitment to a safe, welcoming and respectful environment

At Seren, we want everyone who stays at, visits or works within our hotels and restaurants to feel safe, welcome and respected.

Our team is here to provide a high standard of service, and we ask all guests and visitors to treat our team and fellow guests with courtesy, dignity and respect.

We do not tolerate harassment, sexual harassment, unwanted sexual attention, discrimination, abuse, intimidation, threatening behaviour or other inappropriate conduct towards our team or other guests.

We are committed to supporting our team and taking all reasonable steps to prevent sexual harassment, alongside appropriate steps to prevent other forms of harassment and inappropriate behaviour within our hotels and restaurants.

Respectful behaviour

We expect all guests and visitors to behave appropriately while using our hotels, restaurants and facilities. Behaviour that is unacceptable includes, but is not limited to:

• Sexual comments, jokes, remarks or propositions.
• Unwanted sexual attention or advances.
• Unwanted touching or other physical contact.
• Comments about someone’s body, appearance, clothing or sex life that are unwelcome or inappropriate.
• Sexual gestures or displaying inappropriate or sexual material.
• Persistent or unwanted attention towards a member of our team or another guest.
• Unwanted or offensive comments, jokes, gestures or behaviour relating to someone’s age, disability, race, religion or belief, sex, sexual orientation or gender reassignment.
• Offensive, discriminatory or derogatory comments or behaviour.
• Bullying, intimidation, threats or aggressive behaviour.
• Verbal abuse or behaviour intended to humiliate, frighten or demean another person.
• Any other behaviour that makes a member of our team or another guest feel threatened, intimidated, humiliated or unsafe.

Harassment can involve a single incident or repeated behaviour. Describing behaviour as a joke, compliment or harmless interaction does not necessarily make it acceptable.

Where this policy applies

This policy applies throughout our hotels and restaurants, including:

• Reception and public areas.
• Restaurants, bars and lounges.
• Hotel bedrooms and accommodation areas.
• Events, functions and private dining.
• Hotel facilities and guest areas.
• Interactions with housekeeping, room service, maintenance, reception and other members of our team.
• Telephone, email, messaging, social media and other communications with our team.

It applies to guests, visitors and other third parties interacting with our team, whether they are staying with us, dining with us, attending an event or visiting another guest.

If unacceptable behaviour occurs

We take concerns about inappropriate behaviour seriously and will respond appropriately to protect the safety, dignity and wellbeing of our team and guests.

Where we consider that behaviour does not meet the standards set out in this policy, we reserve the right to take appropriate action. Depending on the circumstances, this may include:

• Asking the individual to stop the behaviour.
• Involving a manager or senior member of our team.
• Refusing further service.
• Asking an individual to leave a restaurant, bar or other area of our premises.
• Requiring a hotel guest to leave the property where appropriate and lawful.
• Cancelling or declining future bookings.
• Restricting access to our premises.
• Contacting the police or other relevant authorities where appropriate.

Serious incidents may result in immediate refusal of service or removal from our premises without prior warning. The action taken will depend on the nature and seriousness of the incident and the circumstances in which it occurs.

Where appropriate, we may also review an incident or concern to identify whether further preventative measures are needed to protect our team and guests.

Nothing in this policy affects any rights or obligations we have under applicable law or our booking terms and conditions.

If you experience or witness inappropriate behaviour

If you experience or witness behaviour that concerns you, please speak to a member of our management team as soon as you feel able to do so. We will take concerns seriously and respond appropriately.

If you believe a member of our team has behaved inappropriately towards you, please let us know so that we can address the matter fairly and appropriately. If there is an immediate risk to someone’s safety, please alert a member of our team immediately or contact the emergency services where appropriate.

Our shared responsibility

Creating a safe and respectful environment is a shared responsibility. We take a proactive approach to identifying and addressing risks of harassment and inappropriate behaviour and will review our policies, procedures and preventative measures as appropriate.

We ask all guests and visitors to help us maintain an environment in which everyone can work and enjoy their time with us free from harassment, intimidation and inappropriate behaviour.

Thank you for treating our team and fellow guests with respect.