Purpose
At Inhabit Hotels, we are committed to creating a positive impact for our guests, team members, partners, and the wider community. As part of our commitment as a B Corp, we believe it is important to listen when something isn’t right, and understand the perspectives of our stakeholders.
This page provides a way for any stakeholder affected by Inhabit Hotels’ activities —including guests, suppliers, neighbours, or community members—to raise concerns and grievances, provide feedback, or report potential issues related to our operations.
Grievances may be submitted on the following grounds:
- Environmental impact
- Social or community impact
- Discrimination, harassment, or bullying
- Violation of rights or agreements
- Ethical conduct or business integrity
- Lack of transparency or communication
- Human rights or wellbeing
Concerns outside these categories may also be considered if they relate to material, credible, and specific concerns about Inhabit Hotels’ operations or impacts.
If feedback is received through this channel that is related to your stay and typical guest experience issues, it will be directed to the hotel team, who will get in touch to resolve the issue.
Employee grievances should be submitted through the dedicated internal employee grievance and whistleblowing channels.
Process
1. Acknowledgement:
Grievances will normally be acknowledged within 5 business days, with an overview of the process and estimated timeline for resolution.
2. Investigation:
Grievances will be reviewed by a nominated person. An initial review will be conducted within 15 business days to determine if the grievance falls within the scope of this policy. If necessary, a full investigation will be initiated.
3. Resolution:
We aim to resolve grievances within 30 business days of acknowledgement. Where additional time is required, the stakeholder will be informed of the reason for the delay and provided with an updated timeframe. Outcomes may include corrective actions, policy changes, or other appropriate measures. If a grievance is not accepted, we will provide a rationale.
4. Appeals:
If dissatisfied with the outcome, stakeholders may appeal within 10 business days. Appeals will be reviewed by a senior management team, with a final decision communicated within 20 business days.
Our commitment to you
We take all grievances and concerns seriously and are committed to reviewing all submissions fairly and promptly, and will work toward appropriate and timely resolution.
- You will be treated with respect and fairness. All grievances will be reviewed objectively, impartially, and without bias.
- Your grievance will be handled confidentially. Information will only be shared with those directly involved in the investigation and resolution process, in accordance with data protection laws. Consent will be sought before sharing information with additional parties.
- Raising a grievance will not result in retaliation. Processes and controls are in place to protect whistleblowers, including confidential reporting channels and oversight by senior management.
- We will keep you informed of progress where possible. Grievances will be acknowledged and addressed within reasonable timescales.
Record keeping
All grievances, investigations, decisions, and resolutions will be documented and stored securely for a minimum period of five (5) years. Records will be maintained to support accountability, compliance, and continuous improvement.
