Supplier standards

Standard

Services provided will be of a reasonable standard. Throughout the client's stay you will make sure the premises, facilities and amenities are:

• clean
• tidy, and
• in a good state of repair.

Guidance

This applies to the whole premises and the client’s occupied room, for the entire time of the client's stay. For example, this includes:

• no mould
• rooms are free of damp and leaks
• pest-free
• no unreasonable hazards
• grounds/lawns are reasonably maintained
• rooms cleaned at regular intervals and to a reasonable standard, and
• excessive rubbish or messes in common areas cleaned up promptly.

Standard

The accommodation will include access to:

• facilities to safely heat food and water
• facilities to safely store food, including refrigeration
• clean running drinking water
• electricity
• heating and ventilation
• a bed and mattress
• bedding, and
• toilet and shower facilities.

Guidance

This standard includes that the accommodation has, for example:

• at a minimum:
  • the ability to access a microwave to safely heat food, and
  • a jug to boil water
  • the ability to access a fridge to safely store food
• windows that can be opened or a mechanical ventilation system
• access to cots for families with babies, if required
• clean bedsheets and towels
• enough beds for all guests.

Standard

Your services for the client will be the same as for any other paying guest and reasonable for the cost. This includes:

• the standard of accommodation
• access to facilities and amenities, and
• the level of services provided.

Guidance

Same access to amenities and services

This means a client can access the same amenities and services that are:

• included in the price of stay, and
• available to other paying guests.

For example, this could include:

• clean bedsheets and towels
• regular cleaning and linen replacement
• laundry service
• access to kitchen utensils, i.e. dishes, cutlery, and cups.

Same price charged for accommodation and services

This means a client:

• is charged the same price for stay, and
• receives the same level of service as any other paying guest would.

There may be a situation where a client’s access to certain amenities and services is reduced, e.g. due to length of stay. In this case, this reduction is applied in the same way as it would for any other guest.

Same rules and requirements of stay

For example, the following rules and requirements are applied to all guests, including our clients:

• visitors
• pets
• gatherings
• alcohol
• noise
• refund policies.

You will still be able to vary the rules when:

• there is clear justification for this, and
• you would do the same for other paying guests.

For example, to manage health and safety risks.

Standard

You will use reasonable efforts to provide the client with suitable sized accommodation for the number of people staying.

Guidance

For example, you may have to provide the client with a room that's inappropriate for the number of guests. If so, you will offer to move the client into an appropriately sized room as soon as one becomes available.

You won’t move a client into a room that’s inappropriate for the number of guests, part-way through their stay.

Standard

If a client has specific needs, e.g. accessibility needs, you may have agreed to accommodate these. If so, you will make sure the necessary accommodations stay in place throughout the client's stay.

Guidance

For example, you may have provided a room with wheelchair access and then move the client to another room. The new room will also need to have wheelchair access.

Standard

The client will be able to lock their room from the inside and outside.

Guidance

This standard applies where clients (and their whānau) are in private rooms.

If the client (and their whānau) is in a shared facility/room, your standard procedures for managing safety and access apply. For example, where multiple guests have a key, or an access code is used.

Standard

You will provide the client the following information as part of the check-in process:

• the rules of stay
• facilities and amenities you have available
• how the client can access the facilities and amenities. This includes any additional charges for use
• services you provide, e.g. room cleaning, linen replacement
• how the client can contact you about any issues or concerns, including during out of hours
• information about the check-out process, e.g. check-out time.

Guidance

This information could be communicated either:

• verbally,
• in writing in a physical document,
• in writing in an electronic version, or
• both verbally and in writing.

This information could include, for example, information about:

• how often you replace bedding and towels
• cleaning and servicing the room
• processes for raising any occupancy concerns, and
• what happens when a client checks out, e.g. they must return their room key.

Standard

All people working for the accommodation will:

• treat the client with respect
• respect the client’s right to quiet enjoyment of their space, and
• not disturb or intrude on the client unreasonably.

Guidance

For example, you and your employees will not engage in intimidating or threatening behaviour towards the client.

You and your employees will also respect the client’s privacy, which includes:

• providing the client with as much notice as possible if you need access to the room, e.g. for maintenance
• not entering the client’s room without their knowledge
• providing clear guidance around when or how often staff will enter the room to provide services, e.g. cleaning or replacing bedding

If you have a policy around staff conduct, you and your employees will follow the policy.

Standard

You will respond to requests for repairs or maintenance within a reasonable timeframe.

Guidance

For example, you will start a repair or maintenance process straight away if the client reports:

• a broken or damaged fixture or appliance in their room, or
• damage or wear and tear to the room itself.

You will use reasonable efforts to make sure the repair or maintenance is carried out promptly.

The timeframe will be appropriate to the size and nature of the work required.

Standard

You will use a fair process to resolve issues between yourself and the client. You will take reasonable steps to resolve issues within a reasonable time.

Guidance

For example, you will have an approach for receiving, considering, and resolving complaints.

You should focus on resolving issues or complaints at the earliest opportunity.

If you're a member of the Hospitality New Zealand Accommodation Association, there may be additional support and resources available on accommodation.org.nz. 

If you're struggling to resolve client issues using resources and support available, you can ask us for support.

Standard

Your accommodation will:

• comply with applicable fire safety regulations. This includes having an evacuation scheme approved by Fire and Emergency New Zealand (FENZ) where one is required, and
• hold a valid Building Warrant of Fitness if one is required.

Guidance

More information about maintaining evacuation schemes is available on the FENZ website.

More information about the Building Warrant of Fitness is available on the Building Performance website.