IGLTA Accredited™ Criteria

IGLTA Accredited™ status is achieved on evidence of satisfying the 8-criteria assessment.
All information must be present and correct at the time of the audit.

1

Publicly displayed non-discrimination policy or customer charter

Accreditees must upload a non-discrimination customer charter/statement of intent the includes a clear zero tolerance policy for LGBTQIA+, sexual orientation and gender identity discrimination or similar policies. 

This policy must be made public (eg. on the organization’s website and a URL provided).

2

Staff LGBTQ+ sexual orientation and non-discrimination policy

Accreditees must upload the excerpt from their staff manual or handbook that includes non-discrimination policies that protects LGBTQ+ members of staff. Other verifiable documents could be a staff contract and recruitment advertisements/job descriptions that explicitly state equal opportunities based on sexual orientation and gender identity. 

We understand that in certain countries/regions local laws may not support the requirement of such policies, but in such instances the company/organization can provide internal policies that protects its LGBTQIA+ members of staff.

3

Complaints, whistleblowing and watchdog procedures

Accreditees must provide the organization’s procedures for approaching, dealing with and remedying any LGBTQ+ customer and staff complaints against the organization.

4

LGBTQIA+ customer champion

Accreditees must provide the contact details of one customer-facing member of staff, assigned as the organization’s LGBTQ+ “champion.” This member of staff will be the person who is the direct customer liaison should there be an LGBTQ+ issue on property.

5

LGBTQ+ community support

Accreditees must demonstrate a minimum of two ways in which the organization provides for and gives back to the LGBTQ+ community. Program members can show support for the global or local LGBTQ+ community through giving, in-kind contributions, Pride and community engagement, mentorship and by working with local non-profits. We strongly recommend that organizations consider trans*, women’s, social-mobility/homelessness and mental health, and HIV/AIDs communities and non-profit organizations.

6

LGBTQ+ inclusive marketing and communications

Accreditees must include one example of LGBTQ+ positive/inclusive marketing and communication practice in the last 24 months, or plans to develop one in the next 12 months.

7

Third party references

Accreditees must provide one example of positive LGBTQ+ customer reference directly from customers, or third-party peer to peer programs (e.g. Tripadvisor), or provide a reference from a travel agent or a long-standing IGLTA member.

8

Diversity and sensitivity training

Accreditees must provide LGBTQ+ specific diversity and sensitivity training to their team. It is expected that senior management, heads of department and front-facing hotel staff should be trained, or be part of an ongoing LGBTQ+ professional development program.

  • Accreditees must upload a non-discrimination customer charter/statement of intent the includes a clear zero tolerance policy for LGBTQIA+, sexual orientation and gender identity discrimination or similar policies. 

    This policy must be made public (eg. on the organization’s website and a URL provided).

  • Accreditees must upload the excerpt from their staff manual or handbook that includes non-discrimination policies that protects LGBTQ+ members of staff. Other verifiable documents could be a staff contract and recruitment advertisements/job descriptions that explicitly state equal opportunities based on sexual orientation and gender identity. We understand that in certain countries/regions local laws may not support the requirement of such policies, but in such instances the company/organization can provide internal policies that protects its LGBTQIA+ members of staff.

  • Accreditees must provide the organization’s procedures for approaching, dealing with and remedying any LGBTQ+ customer and staff complaints against the organization.

  • Accreditees must provide the contact details of one customer-facing member of staff, assigned as the organization’s LGBTQ+ “champion.” This member of staff will be the person who is the direct customer liaison should there be an LGBTQ+ issue on property.

  • Accreditees must demonstrate a minimum of two ways in which the organization provides for and gives back to the LGBTQ+ community. Program members can show support for the global or local LGBTQ+ community through giving, in-kind contributions, Pride and community engagement, mentorship and by working with local non-profits. 

    We strongly recommend that organizations consider trans*, women’s, social-mobility/homelessness and mental health, and HIV/AIDs communities and non-profit organizations. 

  • Accreditees must include one example of LGBTQ+ positive/inclusive marketing and communication practice in the last 24 months, or plans to develop one in the next 12 months.

  • Accreditees must provide one example of positive LGBTQ+ customer reference directly from customers, or third-party peer to peer programs (e.g. Tripadvisor), or provide a reference from a travel agent or a long-standing IGLTA member.

  • Accreditees must provide LGBTQ+ specific diversity and sensitivity training to their team. It is expected that senior management, heads of department and front-facing hotel staff should be trained, or be part of an ongoing LGBTQ+ professional development program.