TrustYou Cleanliness Badge

Trusted Cleanliness by TrustYou

As the world’s largest guest feedback platform, TrustYou enables hotels to showcase trusted feedback around the hygiene and safety measures that have been taken in response to the COVID-19 pandemic.

The Trusted Cleanliness badge

To earn a Trusted Cleanliness badge, hotels need to demonstrate how they measure up with strict COVID-19 sanitization standards. The assessment is based on a survey with 50+ questions focused on three essential categories:

  • Personnel
  • Sanitation Measures
  • Facility & Services

How hotels are assessed

The Assessment Survey covers an extensive set of questions central to the essential hygiene and safety categories defined by TrustYou. It is based on public recommendations and regulations from local, regional and global health organizations and government authorities, such as:

  • World Health Organization (WHO)
  • The World Tourism Organization (UNWTO)
  • Centers for Disease Control and Prevention (CDC)
  • American Hotel and Lodging Association (AHLA)
  • The Hotel and restaurant Association (DEHOGA)
  • Singapore Tourism Board (SG Clean).

However, the above-mentioned organizations do not officially endorse this badge or TrustYou.

Hygiene and safety measures

The Assessment Survey asks hotels to provide information on whether the following set of hygiene and safety measures were were successfully implemented at the property:

  • An appointed Cleanliness Manager or a dedicated person in charge of the cleanliness plan
  • At least monthly staff trainings on new cleanliness standards and procedures
  • Provision available for the staff:

    - Masks
    - Gloves
    - Hand sanitizers
    - Disinfecting or antimicrobial products registered with particular country’s authority, EPA or ECHA
  • Physical barriers at the front desk between employees and guests
  • Handbook of protocols on COVID-19 and what-to-do checklist available for employees
  • Signage, handouts or signs around the facility to encourage safe distancing in all public places
  • The surfaces in public areas are cleaned and disinfected every 2 to 4 hours
  • Guest rooms remain empty for 24 hours after the guest checks out
  • Hand sanitizers, disinfectant wipes, masks and gloves stations accessible for everyone across all public areas in the hotel’s property
  • Technology-driven cleaning tools in rooms and public areas, such as:

    - Germ-Detecting ultraviolet lightening
    - Contact tracing
    - Electrostatic sprayers
    - Ozone sterilization
  • Screening of the guests, visitors, staff and external service providers whenever on site for signs of respiratory infection
  • All stationary and decorative elements are removed from the guest rooms
  • One-time use toiletries, utensils and complimentary kits (masks, gloves, hand sanitizers and disinfectant wipes) are organized in the guest rooms
  • Furniture in all public areas is reduced according to safe distancing regulation (1,5 - 2 meters)
  • Strict safety procedures while preparing, service and delivering food and beverages
  • Contactless initiatives offered such as:

    - Mobile check-in
    - Mobile check-out
    - Digital keys
    - Mobile room service
    - Mobile payment
  • Cleaning plans and hygiene protocols are publicly available on the premises
  • The following is organized in case respiratory infection symptoms are detected among guests or staff:

    - A separate room in the facility for isolation
    - Medical support on site
    - Transportation to the closest medical institution
    - Immediate disinfection of all areas visited or used by this person
  • Reviews of guest travel records for the past 14 days prior to the arrival, to make sure guests are not traveling from hot spots

When and how the badge is awarded

An individual property qualifies when at least 70% of measures have been implemented in each category of the Assessment Survey and the total score amounts to an average of 80% overall. The Trusted Cleanliness badge is awarded per property and not on the hotel chain level.

By submitting the answers, and receiving the badge, the hotel therefore explicitly confirms that:

  • All answers and information provided have been checked to the best of knowledge;
  • The confirmation and information provided is correct and reflects the current status of the hygiene and cleanliness measures in the particular property at the time the information was provided;
  • The hotel will ensure that the scope of the confirmed hygiene and cleanliness measures will be maintained for the current calendar year and that provided level of hygiene and cleanliness measures will not be reduced.

TrustYou makes no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the responses of the hotels to the Assessment Survey within content provided for any purpose. Any reliance one places on such information is therefore strictly at one’s own risk.

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