Rotana Corporate Sustainability Report 2017

35 We are dedicated to provide a bespoke, warm and genuine service that enhance our guest experiences in the countries where we operate. Our aim is to constantly refine and modernise our luxury offerings to align with evolving guest expectations. To gain a deeper understanding of the expectations of our guests, we gather feedback through our interactions, surveys, social media, online reviews, and mystery-shopper reviews of our service. These channels provide insight into how well we meet our guest needs and how to improve on our service offerings and standards. In doing so, we strive to continually build long-term relationships with our guests and ensure we exceed their expectations. To bring attention to the delicate and finite natural environments that surround us, we have also engaged our guests in nature- inspired activities to conserve environmental resources. By raising awareness amongst our guests, we help to support the preservation of natural resources and achievement of long-term sustainable tourism in the countries we operate. OUR COMMITMENT • We will ensure guest satisfaction and provide value for money through the realisation of sustainable business and operational efficiency • We will protect the health, safety, privacy and security of our guests by adhering to international principles that respect human rights OUR FOCUS AND KEY ACHIEVEMENTS Satisfaction • 166,158 guests have responded to our guest satisfaction survey in 2016 and 2017. We achieved an average of 19% response rate in 2016 • We achieved an 86.7% satisfaction rating in our guest satisfaction survey. A new improved guest satisfaction survey was introduced in 2017 called ”Revinate” • Our hotels have achieved a 79% score on LRA quality audits Innovation and Technology • Rotana mobile app was developed in 2016, increasing the mobile bookings by 20% • 74% of our guest rooms are equipped with a guest room management system to control the lighting and 54% to control lighting and air conditioning Education and Inspiration • 282 guest sustainability education activities since 2014 • Our guests participated in 24% of the hotels’ community engagement and sustainability activities • We achieved a score of 82.8% by our guests on our environment friendliness practices • Overall group score on sustainability audits in 2017 was 87.24% Our Guests