A M S T E R D A M   M A N O R   B E A C H   R E S O R T   A R U B A   A N D   M V C   E A G L E   B E A C H   R E S O R T   A R U B A

We clearly recognize the impact they can have on their community, economy, and ecosystem. The companies understand the responsibility that this entails and are willing to strive to operate in the most sustainable manner possible and to maintain a balanced triple bottom line system in the most efficient way. This CSR & organizational culture policy, together with our other company policies, form the foundation of our Organizational Social and Cultural Responsibility.

WE COMMIT TO GIVE PREFERENCE TO:

• Employ local people.
• Provide proper working conditions to our staff.
• Train our staff to encourage environmental awareness.
• Protect our staff, guests, property, and surrounding ecosystems.
• Be sustainable while keeping our guests and staff content.
• Do business with responsible local companies.
• Contribute to our local economy.
• Collaborate and socially benefit our local community.
• Promote local traditions.
• Encourage respect towards our heritage sites.
• Protect and keep Eagle Beach’s ecosystem healthy.
• Reduce any potential impact on our ecosystem’s biodiversity.
• Continuously investigate to find better sustainable technologies.

PROTECTION OF HUMAN RIGHTS

Human trafficking and exploitation are still a huge problem around the world, this affects between 20 and 40 million people of all ages, genders, and nationalities. This problem goes from violation of basic human rights all the way to modern enslavement of humans. Sadly, the demand for these practices is still very high. For this reason, our resorts would like to make clear that we reject all types of human rights violations, that we will do our utmost to obstruct these practices and that we will commit to:

• Promote children, women, and human rights in general.
• Train our staff so they can identify any type of children, women, and human exploitation or trafficking in general.
• Raise awareness of this global problem with our guests and other stakeholders of our company.
• Report any suspicious activity to the “National Coordinator of Human Trafficking” department of Aruba.

SUSTAINABLE PURCHASING

Sustainable conscious purchasing goes beyond reducing costs, we are committed to purchasing sensibly and responsibly. Furthermore, the resorts will apply the following fair-trade principles to effectively implement this policy:

• The resorts will trade in a fair way to make a positive social, economic, and environmental impact, by doing this, the resorts will not maximize their profits at the expense of marginalized small producers.
• The resorts will not accept products that have been created using child labor and forced labor.
• Illegal products will not be bought or sold on the property, including products made from protected species.
• The resorts will aim to purchase the most environmentally friendly alternative of products available within budgetary limits.
• Purchase and maintain equipment that will work more efficiently and help us minimize the use of energy, freshwater, and natural resources.

AMSTERDAM MANOR BEACH RESORT ARUBA AND MVC EAGLE BEACH RESORT ARUBA

We recognize the significant role we play in sustaining the natural beauty of Aruba for the present and future generations. We are located next to the cherished sites Eagle Beach and Bubail Plas. Because of this, we strive to act responsibly, preserve our environment, and protect these sensitive areas. This environmental, energy & social sustainability policy, together with our other company policies form the foundation of our Organizational Social and Cultural Responsibility.

POLICY SCOPE

The resorts will use Eartheck’s 10 Key Performance Areas as a guide to shape our organizational culture of sustainability, therefore the resorts will remain committed to:

ENVIRONMENTAL PROTECTION

• Reduce the need for potential ozone depleting substances, keeping it as low as possible.
• Reduce our CO₂ footprint.
• Reduce any potential impact on the ecosystem biodiversity.
• Protect and keep Eagle Beach and the surrounding marine environment clean.
• Foment environmental awareness among our employees and guests.
• Train staff periodically to strengthen our organizational culture of sustainability.
• Encourage proper behavior among our employees and guests towards our natural, cultural and heritage sites.
• Collaborate and maintain a positive social impact on our community.
• Avoid contaminating the water, land, and air as much as possible.
• Maintain a commitment to keep hazardous substances to a minimum.
• Reduce the chances of leakages or spills of hazardous chemicals.
• Promote reuse and recycling practices.
• Monitor and minimize our solid waste generation.
• Protect our staff, guests, property, and surrounding ecosystems.

CONTINUAL IMPROVEMENT

• Continuously strive to achieve new sustainability certifications and research new sustainable technology practices.
• Remain accountable through annual benchmarking assessments.
• Continuously monitor, minimize, and manage the use of energy, freshwater, and natural resources.
• Purchase and maintain equipment that will work more efficiently.

LEGAL COMPLIANCE

• Comply with all relevant rules and regulations, may they be national, regional, or international.
• Protect our employees and guests, by complying with all the health and safety measures to reduce the chances of contagion of infectious diseases.

LOCAL EMPLOYMENT

• Employ local labor, use sustainable local products and services whenever these are possible.
• Provide proper working conditions for employees.

A M S T E R D A M   M A N O R   B E A C H   R E S O R T   A R U B A   A N D   M V C   E A G L E   B E A C H   R E S O R T   A R U B A

We clearly understand that all complaints, comments, and feedback are part of the regular operations of any business. We are also aware that these are not only very valuable lessons, but also essential for continual improvement of our services. This complaints handling policy, together with our other company policies, form the foundation of our Organizational Social and Cultural Responsibility.

COMPLAINT HANDLING PROCESS

Complaints can be made verbally, online on any of our platforms, or by sending an email to our General Manager at gm@amsterdammanor.aw.

It is the policy of our companies to address all complaints, in a professional and timely manner, to ensure that a satisfactory outcome is achieved for all parties concerned. As part of our commitment to continuous improvement; any practical and feasible opportunity for improving our services will be adopted. Our goal is to handle all guests’ complaints while they are still on the island to ensure a satisfactory outcome.

To address all complaints in a timely manner, we have a dedicated team that monitor all guests’ online feedback. We also want to maintain a relationship with our customers after their departure, therefore all comments, positive and negative is receiving a management response.

COMPLAINT HANDLING PROCEDURE

• Receipt of complaints will be acknowledged in writing or verbally.
• All complaints will be reviewed to ensure that we fully understand the concerns.
• We will investigate areas of concern and keep the guest/client up to date with the progress.
• On completion of the investigation, we will provide the guest/client with a full response in writing or will be contacted by management verbally.

LOGGING COMPLAINTS

Complaints should always be logged in:

• The Front Desk’s Logbook.
• The Maintenance’s Logsheet and work order in Alice.
• The guest’s reservations profile.

COMPLAINT RESOLUTIONS

• When the guest/client is dissatisfied with the first complaint resolution, the guest/client can write a letter and contact us once again informing us about their dissatisfaction. We will then restart the entire complaints handling process with the intention of finding a more appropriate and satisfactory resolution to the issue.
• If the guest/client is still dissatisfied after the second resolution, we will then consult an independent panel to help us resolve the issue. A meeting will be held where evidence from all parties will be heard in confidence, and the independent panel will make a final resolution that will be communicated to both the guest/client and the resorts.