The manager and owner of the Hotel Costa Calero Thalasso&SPA, (hereinafter referred to as Hotel) share the commitment to guarantee the optimum management of the environment in their daily operations.

Recognizing the impact that tourist sites have on the availability of natural resources and on climate change, we will work to ensure responsible waste management, avoid pollution, incorporate energy saving devices where possible, and encourage guests to respect and participate in our efforts to minimize the environmental impacts of the hotel. The values and commitment that the management of the hotel acquires with the environmental management are the following:

1. Continuous improvement of hotel management to minimise its environmental impact. Allocating, in a sustainable way, the necessary resources to establish measures to reduce this impact.
2. Compliance with all legal requirements.
3. Revise and update this Environmental Policy as appropriate.
4. Influence our suppliers so that they gradually adopt measures that improve their environmental impact.
5. Prevent pollution and protect the natural and landscape values of the environment.
6. Continuous training of our collaborators in environmental responsibility.
7. Communicate to customers all our environmental initiatives, as well as encourage responsible behaviour towards the environment.

Puerto Calero, 30th January 2013

The manager and the owner of the HOTEL COSTA CALERO Thalasso & SPA (hereafter referred to as Hotel) share the commitment to ensure positive relationships between the Hotel and the local community and its businesses.

The Hotel ensures that its social and economic impacts are positive and beneficial to the local community wherever possible.

The Community Policy stipulated is the following:

• Member of sustainable hotel s in Lanzarote
• The Hotel is part of GES (Grupo de Alojamientos Sostenibles en Lanzarote). Beside of the fulfilment of the environmental requirements, the main aim is helping the most disadvantaged part of the local community and fighting against social inequality by supporting special projects. Another important subject of the GES is educating and informing about all levels of racism and gender discrimination.

Promotion of responsible Tourism in the Area

• As a member of the Hoteliers Association and SPEL (Sociedad de Promocion Exterior de Lanzarote), the hotel can promote the Island and the Hotel.
• Beside the Promotional campaigns of the SPEL, the hotel has its Action Plan which helps to increase the number of tourists visiting the Hotel and the island with immediate effect for the residential and business community.
• On the Hotel’s Facebook and Google+ site, the hotel is promoting events on the island such as Sports events, concerts and local festivities.
• All the promotions taken out are free of racism, gender discrimination and child abuse.

Child protection

• Is in our interest, as people and workers of an accommodating structure, to defend our guests ‘rights, most of all those of the children: we make our best to report and to fight against every kind of children exploitation, both physical and moral.  According to our staff recruitment policy, we do not hire people younger than 18 years old (ex art. 3 Law 26.390 “Prohibition of child labour and defence of teenager labour”). Besides, any one of our staff that suspects children maltreatment, abuse or exploitations, is under the obligation of denunciating it to the competent authority (ex. Organic law n.1/1196 “The juridical protection of children, citizens duties”).
• The hotel doesn’t employ persons under the age of 18 years.

Wildlife protection

• The protection of the local wildlife and animals is very important, given that Lanzarote was declared Biosphere Reserve by UNESCO in 1993. Therefore the purchasing department is not purchasing any food from endangered animals or which are mentioned on the red list of endangered species.
• It is not allowed to use wild animals as photographic props in the hotel grounds.
• The hotel is not selling excursions to animal parks.

Education

• The hotel works closely together with the Escuela de Hosteleria (Hotel business school) in Lanzarote and Gran Canaria giving the students the chance to get work experiences by offering opportunities for internships.
• The hotel offers training courses free of charge for the employees.

Purchasing

• The Hotel purchases and promotes products from the local island and the other islands forming part of the Canary Archipelago as well as from mainland Spain whilst ensuring that quality of food does not compromise the comfort of the guests.
• The onsite gift shop is selling regional products.
• This help to reduce CO2 emissions from the transportation of products from international destinations.
• All products which are non-returnable packaging goods (glass & plastics) are purchased with the “green point”. Purchasing the green point products the tax for reprocessing / recycling of the product is included. That means that there is a guarantee that these specific products are recycled.
• No products are obtained from species which are on the red list of endangered species.
• Wherever possible the hotel tries to pay the suppliers with the stipulated credit-terms.

Employment

• The Hotel recognizes the importance of recruiting local people as preferred employees. This increases the likelihood of monies being spent in the local community. Additionally, it encourages residents to stay within the community, rather than seeking employment outside the community.
• Each employee has a contract and they know the working conditions before starting their work. The base for the salary is established in the Hotelier Convention of las Palmas de Gran Canaria (Convenio de la Hoteleria). This guarantees that no one is employed below the established salary.
• The hotel doesn’t employ persons under the age of 18 years.
• Each employee receives (verbal & written) preventive measures to guarantee the safety and reduce workplace risks. There are annual courses for every employee to update and intensify preventive measures. Once a year an external company is checking if the workplace of each employee is according to the EPIS (Equipos de protecciones individuales).
• According to the shifts, the employee can have breakfast, lunch and/or dinner in the Hotel.
• Every year a Christmas Party is celebrated with all the employees. During the Christmas Party, the “Costa Cariño” award is given to the employee who received the major votes from all employees (very cooperative and friendly).  The winner of the Costa Cariño Award receives a 1 week holiday for him/her and their family in a hotel on the islands. Also, a Christmas Party for the children of the staff (until aged 11) is held by the Costa Calero Hotel. The Party offers gifts to all the children, entertainment and food.
• The hotel offers courses to all employees so that they can improve their knowledge. In case that there are significant changes in a certain department; compulsory courses are given to the employees of the corresponding department (EJ new legislation how to manage biocides and chemical products in the housekeeping department.).
• The hotel is employing disabled persons in certain departments. Currently, there are 6 disabled persons employed.
• Career development policy within the Costa Calero Hotel is based on the internal promotion of employees.

Donations & charity

• The hotel donates items such as mattresses, furniture or linen that is no longer suitable for use within the hotel to local organizations that may benefit from them (charity organization, town hall). The Hotel also carefully considers supporting local events organized by the local community, business partners by the provision of accommodation vouchers, spa vouchers, dinners, volunteers.

Signed

GUILLERMO FEMENIAS

Hotel Manager

Hotel Costa Calero Thalasso & Spa

The manager, the owner and the staff of the HOTEL COSTA CALERO Thalasso & SPA (hereafter referred to as Hotel) are committed to offering their guests a high quality of services and facilities that comply with health and safety standards, hygiene and quality control standards. At the same time to meet the demands and expectations of the customers in terms of costs as well as to comply with all relevant legislation and regulation demands.

To achieve the above, the management of the hotel:

Has established a HACCP system which analyses hazards and recognizes the critical control points to prevent danger, care for sensitive consumers (customers with special dietary needs) by legislation, indications from relevant authorities as well as new scientific data regarding hazards from food. Monthly an external company (TRESa) is checking the fulfilment of the F & B parameters and diseases (legionella, salmonella).

Commitments:

All the staff commits themselves to achieve the highest standards of quality in all our services. To achieve, maintain and improve our quality regularly, all the departments keep their methodological and behavioural standards as follows:

Management:

• Sets measurable and concrete objectives for each department. Those are reviewed once a year.
• A daily inspection through all the departments of the hotel is made by our General Manager to make sure that the whole company commits with excellence.
• Our General Manager is in direct contact with clients and answers personally to their e-mail requests.
   

Kitchen:

• We follow all the European, Spanish and local regulations in terms of recycling, storage, preservation, hygiene and food handling and serving.
• We train all our staff involved in these processes and retrain them in new regulations, new techniques and market developments
• Identity badges, Uniforms and equipment are provided to all our staff following the last regulations on security and protection against occupational hazards.
• Apart from our internal controls, this department is audited by an external service once a month (TRESa)

Maintenance:

• We follow all the European, Spanish and local regulations in terms of recycling, repairs, maintenance and conservation of the facilities.
• We prioritize our staff’s and client’s safety and security when repairs are carried out. We, therefore, inform in advance our clients and providers about major works or inconveniences that may affect their stay
• Any failure reported by a guest will be solved on the same day and followed up by our staff through our company’s intranet
• The implementation of these quality routines requires significant preparation and diligent ongoing maintenance. We, therefore, train all our staff involved in these processes and retrain them in new regulations, new techniques and market developments.
• Identity badges, uniforms and equipment are provided to all our staff following the last regulations on security and protection against occupational hazards.
• Apart from our internal controls, this department is audited by an external service once a month 

Housekeeping:

• We follow all the European, Spanish and local regulations in terms of cleaning, hygiene, maintenance and conservation of the facilities.
• We train all our staff involved in these processes and retrain them in new regulations, new techniques and market developments
• Identity badges, uniforms and equipment are provided to all our staff following the last regulations on security and protection against occupational hazards.
• We change towels every day (unless otherwise noted by guests) and linen every three days

Reception:

• Our staff follows a procedure to check-in and check-out our guests.
• A code of courtesy is provided and applied by our staff to unify the way they communicate with guests
• Identity badges, uniforms and equipment are provided to all our staff following the last regulations on security and protection against occupational hazards.
• A daily meeting is held by the head of reception and the staff, so they can communicate and inform of what is happening during the day. The important details are kept on a shift-journal
• We train all our staff involved in these processes and retrain them in new regulations, new techniques and market developments.
• They make sure that the lobby is always clean and uncluttered
• Personal information provided by our customers is included in a data file, officially and legally registered and declared to the Spanish Data Protection Agency and it is treated according to guarantees indicated by the current law.

Restaurants & bars:

• Our Bars and Restaurants offer the best available products according to the quality and category of the hotel.
• All our staff is informed about our services, opening hours, type of food and beverages available on each point of sale
• Our staff is informed and committed to understand and follow all the procedures and regulations in terms of health, safety and hygiene during all the stages of their service
• Our billboards, posters and displays inform about allergen products or ingredients according to the current law
• Identity badges, Uniforms and equipment are provided to all our staff following the last regulations on security and protection against occupational hazards.

Commercial and marketing:

• We look after the corporate image in all off-and online publications.
• We update and unify pictures, logos, descriptions and presentations
• We follow up all the comments and suggestions made by customers and potential clients on Trip Advisor and Facebook. We identify their needs and communicate them to the direction and the rest of the staff, and take action when their expectations are not met.
• We deliver quality questionnaires to our guests and follow up on their opinions and suggestions
• We inform and train our collaborators and providers on our quality policies, news and improvements
• We fill in our collaborators’ yearly health and safety forms, with updated and accurate information
• Our contract forms and rates signed by our collaborators and providers are duly stored and kept in files for 5 years
• We train all our staff involved in these processes and retrain them in new regulations, new techniques and market developments

Costa Calero Thalasso & SPA Hotel has consistently operated under a sustainable approach, in all aspects, since its foundation in 2005: Financial, Environmental, and Social sustainability.

The pioneering hotel has operated in Lanzarote intelligently and efficiently, although it does not conceive a profitable operation in the long term that does not minimise its environmental impact and gives back to society.

The hotel has become a benchmark on the island of Lanzarote thanks to its involvement with several good causes and the opening of its facilities to the entire local population. We are the reference hotel in terms of hosting weddings, First Communions and meetings. We also have one of the best Spas in Lanzarote, which is open to the public and offers special rates for residents.

When the hotel opted for this diversification, it didn’t only take profitability into account, it also wanted to provide satisfaction to the residents of Lanzarote.

Our Environmental and Social policies provide detailed proof of our commitment.

We are members of the Group of Sustainable Accommodations (ASOLAN) and collaborate in all the group’s initiatives (the collection of gifts for children at Christmas and bottle lids, participation in environmental initiatives, etc.)

Costa Calero Thalasso & SPA Hotel chooses the environment.

2019 has been a year of great environmental progress.

Reducing the use of plastic to a minimum (following EEC directives):

• Abolition of the use of disposable cups around the swimming pools, the use of recyclable straws and wooden spoons for stirring coffee, and the abolition of butter and honey in individual plastic portions, which have been replaced by unpackaged butter in the buffets.
• Abolition of plastic bottles through the introduction of returnable glass water bottles.
• Toothpick cases are made of non-plastic recyclable material.
• Ketchup is supplied in glass bottles instead of plastic sachets.
• Craft paper bags have been stocked in the supermarket.
• The City Hall of Yaiza has kindly put out plastic containers for us.

Reduction of water consumption.

• The hotel has its desalination plant. In 2019, it installed flow limiters in bathroom taps of all rooms and public areas.
• Irrigation water and the hotel’s hot and cold water supplies are controlled by an automated domotics system.
• The whole hotel is run with this system.
• Single-handle taps have been installed in the kitchens to avoid wasting water.

Reduction of Gas Consumption.

• The hotel uses gas for cooking only. It purchased a high-performance geothermal heat pump, which uses the earth’s natural temperature to heat the hot water in the hotel. The pump also takes advantage of the residual heat produced by the air conditioning system to heat the water.

Reduction of electricity costs.

• Solar panels have been installed to heat the water in the swimming pools. A thermal cover has also been placed over the children’s swimming pool to maintain its temperature. This is the standout project for 2019, together with the creation of two new wells (for water collection and disposal) to improve the efficiency of the heat pump and keep the hotel running on 100% geothermal energy. Creating cold and heat more sustainably.
• More movement detectors and LED lightbulbs have been installed in all rooms and public areas. It is a gradual process that we have been going through for several years now.

Reduction of paper waste.

• We have purchased washable placemats for breakfast and lunch and stopped using the paper ones.

Improvements in the collection of all types of waste.

• We have installed triple waste bins (organic, paper and plastic) throughout the hotel. Likewise, we have installed collection bins in the swimming pool area to collect all reusable methacrylate glasses.

Costa Calero Talaso & Spa Hotel Corporate Social Responsibility

Our commitment to our employees:

• The Costa Calero Thalasso & Spa Hotel does not belong to a hotel chain, and this has been a determining factor when training and living with the current team of Collaborators.
• It is not a mere business relationship the one that unites us to our collaborators, since we do more than fulfilling our Labour obligations.
• Our collaborators are taken into account in all aspects (service improvements, future investments, safety, concerns, training needs, personal needs, etc.)
• A large percentage of our staff have been with us for many years, even since opening. We are like a family.
• Many of our collaborators started at the bottom and now hold different management positions.
• Every year we provide the training courses that best suit the interests of our collaborators and the needs of the hotel.
• Each year the hotel organises a Christmas party for its employees and another party for the children of its employees (where each employee and each child receives a gift). We also choose the most valued employee from among our colleagues and reward them. ‘Costa affection’.
• The relationship between all the collaborators is warm, close and accessible. The Management Team and the Directors, although demanding when it comes to maintaining a high standard of services, always respond to the needs of their collaborators.

Our commitment to Society:

• Unlike other establishments, the hotel decided from the beginning of its operation to be available to the residents of the island, both regarding the availability of its facilities and its collaboration with the community and local initiatives.
• The hotel selflessly collaborates with several local football teams, retirees associations, cultural/sports activities, foundations, and a long etc.
• We are the reference hotel in terms of hosting events of maximum importance to the residents of the islands: Weddings, First Communions, etc. The hotel does not merely host them. Each moment is planned according to the wishes of our customers. Every Wedding, First Communion, etc., is organised and adapted to the image each client has for that day.
• The profitability of our social commitment is measured in the happiness we bring to the residents of this island.
• The Hotel never invested large sums of money in advertising because it decided that its commitment to society would speak for itself.
• Our Thalasso Spa offers special rates for residents and is a place of reference for the Lanzarote Society.
• Guests from the local community, whether or not they are staying at the hotel, have lived harmoniously with the hotel guests since its opening.

Luis Merino
Food and Beverage Manager
Head of the Environment Department.

Choose a tour responsibly: Visit authentic and intact places and not those that have been
adapted to the wishes or demands of tourists. Look for unconventional routes.

Adapt to other cultures and situations: Do not reject the environment that receives you, despite
being different from what you are used to. Try to open your mind and take advantage of cultural
differences to achieve personal enrichment, respecting local norms and customs.

Show a humble and respectful attitude: Remember that we are all just human beings. It rejects
accepted hierarchies in conventional tourism, in which the tourist shows a behavior of superiority
in their interactions or, in many cases, recipients of her charity. Try to avoid behaviors that show
opulence, set barriers, or that could disturb the people who live in the place you visit. These
behaviors negatively affect the human rights and dignity of people.

Seek coexistence with another culture: Use services and establishments for access to the local
population, fostering situations of coexistence with people from the host place and favoring an
opportunity for reciprocal cultural enrichment. He shows more interest in "living the place" than
in "observing it". There is nothing better than verifying that human quality exists throughout the
world.

It interferes as little as possible with the dynamics of the places: Move alone or in small
groups, this will allow you to interact with the local population without interfering with their
normality.

It supports the conservation of heritage and the rehabilitation of ecosystems.

Respect the native flora and fauna: Use the trails or tracks already marked out so as not to
disturb any animal or plant species. Respect your distance from wild animals without scaring them
or disturbing their tranquility and try to avoid any suspicious situation of animal abuse, the world is
unfortunately plagued. do not remove from the landscape any natural or archaeological elements
that you can find.

Consume responsibly: Local products and services that favor the economy of the area and with
which you will probably avoid unnecessary polluting packaging. Support, whenever possible,
community initiatives instead of individual ones. Avoid the consumption of abusive activities typical
of mass tourism.

Take responsibility for your waste: Minimize the waste you generate and above all pay attention
to its management, also in those countries that do not have organized collection systems, avoid
throwing plastic into the sea and try to leave the places, at least, as they were when you came.

Be aware of the effects of transport: use public transport, the bicycle, or your own foot where
possible. Be aware of pollution and CO2 emissions from your trips.

THANKS

Dear Customer,

When paying for admission to the Cabildo de Lanzarote Art, Culture and Tourism Centers and the centers of the Cesar Manrique Foundation, remember that you are contributing in the best way to the Development of the Island of Lanzarote in many aspects:

The Centers of Art, Culture and Tourism (CACT) of the Cabildo de Lanzarote with a fully public character, but with a business philosophy in its management, CACT is configured as the first economic engine of the Island, dedicating its benefits to finance public policies of islands through the payment of royalties to the Cabildo de Lanzarote and the Town Halls of Haría, Tinajo and Yaiz. Thanks to the income from the CACT that your visit will bring, you can undertake social and cultural works and the conservation of one of the main patrimonies of Lanzarote.

The objectives of the activity of the Cesar Manrique Foundation, included in its creation act, are the following: to preserve, study and disseminate the work and artistic legacy of César Manrique; promote exhibitions, studies and initiatives that address the relationship between art and nature; develop activities that favor both the conservation of the natural environment and its sustainable transformation and the planning of the territory, particularly in Lanzarote and the Canary Islands; and, promote intellectual, creative activity and critical thinking.