Guest and Visitor Code of Conduct & Respect

Langham Hospitality Group values and respects guests and visitors from all backgrounds. We strive to provide a safe and considerate environment for all guests, visitors and staff members to come together to share meaningful experiences.

We want every guest, visitor and staff member to feel comfortable, safe and appreciated. Accordingly, we ask everyone to treat others with respect and kindness, showing courtesy, dignity and care in all interactions.

Our Shared Commitment

We are committed to providing an environment that is:

  • Safe and inclusive
  • Respectful of diversity and individuality
  • Conducive to comfort, wellbeing and enjoyment for all

We expect our guests and visitors to support and uphold this commitment throughout their stay, when using our facilities and in all interactions with our staff, in addition to compliance with applicable laws and regulations.

Guest and Visitor Code of Conduct

This code of conduct has been established so that our guests and visitors have an understanding of the expected standards of behaviour and conduct, fostering a respectful and collaborative environment. We all have a responsibility to make sure we are respectful and considerate of others around us, avoiding any behaviour that could be seen as unacceptable or inappropriate. Although this code of conduct may not address every situation, we should all act with respect, kindness, courtesy, dignity and care, while observing local laws and regulations. If you have any questions, our team is available to assist you.

Respect & Dignity

We do not accept behaviour that demeans, discriminates against or harasses others for any reason, whether through words or conduct.

This includes, but is not limited to:

  • Discriminatory or derogatory behaviour based on gender identity, gender expression, sexual orientation, race, religion, disability, age, nationality or any other personal characteristic.
  • Discriminatory remarks, slurs, mocking or intentional misgendering
  • Sexual harassment, unwanted attention or intrusive behaviour
  • Threatening, intimidating or humiliating conduct

Safety & Wellbeing

We do not tolerate behaviour that compromises the safety or comfort of others, including:

  • Verbal abuse, shouting or aggressive behaviour
  • Physical intimidation, violence or damage to property
  • Entering restricted or staff‑only areas without authorisation

Fair & Considerate Conduct

We ask guests to engage in a reasonable and considerate manner. Behaviour that may not be acceptable includes:

  • Excessive or unreasonable demands beyond normal service expectations
  • Attempts to prevent colleagues from performing their duties
  • Repeated actions that disrupt hotel operations or the experience of other guests

How We May Respond

Our priority is always the wellbeing of our guests, visitors and staff.

We will take firm action to address inappropriate and unacceptable behaviour or conduct, which can include:

  • Verbal reminders or a verbal or written warning
  • Refusal or discontinuation of service
  • Requiring a guest or visitor to leave the premises immediately or imposing restrictions on future access
  • Cancellation of bookings or events without refund or compensation
  • Where such behaviour or conduct could constitute a criminal offence, the matter may be reported to law enforcement or other relevant authorities

Loyalty Programme Members

We value the loyalty and trust our guests place in us. At the same time, membership status or benefits do not exempt any guests or visitors from this Code of Conduct.

All guests and visitors are held to the same standards of respect and behaviour.

We thank you for helping us uphold an environment where every stay can be remembered for the right reasons — your story, our legacy.

Questions or Concerns

If you have questions about this Guest Code of Conduct & Respect or wish to raise a concern, please contact a member of our hotel management team or speak with the Duty Manager on site.

Alternatively, you may contact Langham Hospitality Group through the details provided on our official website.

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