This website is available in English and Spanish. GoogleTranslate has been provided for other languages however, Travelife cannot guarantee the accuracy of Google translations.
For ChainConnect customers: If you are from a head office preparing for renewals under our ChainConnect programme then please login to Evergreen then click the “Customer Support” icon on the main menu. This will take you to our special ChainConnect support page. You can still use the information below to find general information about how to prepare for audits at the individual properties in your group.
Update your property profile in Evergreen
It is important that you check all the information we have about your property in Evergreen, including contact information, is correct.
You will not be able to have an inspection audit until we can see that you have reviewed this information.
Pay the recertification fee
Your Recertification Fee is due before your certification expires (2-years after your audit date).
Travelife will send you a reminder and an invoice about 6 months before your certification expiry date and we offer discounts for properties that pay early. Email info@travelife.org if you have any questions about invoices.
You can view the current Recertification Fees here and they include everything you need for your recertification such as the inspection audit, the annual check-up audit and access to all the usual tools, resources and benefits.
Important! You must have your inspection audit within 12 months of paying your Recertification Fee. If you do not meet this deadline, you will have to pay another higher fee and, unless you are a Micro property, have a 2-day inspection audit instead of the usual 1-day audit that recertified properties are entitled to.
Schedule your inspection audit
We begin the process of assigning auditors to properties about 6 months before their certification is due to expire. You can also request an audit at any time by completing the Audit Request Form that can be accessed from Evergreen.
We recommend you have your audit at least 30-days prior to your certification expiry date so that your certification does not lapse.
You must have your inspection audit within one year of paying the recertification fee, otherwise you will have to pay for another one.
Refresh your knowledge
If it has been a long time since you last worked with Travelife, or you are new to your job, you will find a range of resources to help you get ready for your Travelife audit.
Our Introduction to Travelife e-learning module takes less than one hour to complete and summarises the Travelife certification requirements as well as the certification process.
We have several other e-learning modules in English and Spanish that cover the Travelife certification requirements in more detail whilst our “Core Sustainability Knowledge” modules provided training especially for accommodation providers on topics such as greenhouse gas emissions, labour, human rights and sustainable procurement.
You can access these resources by clicking the “Support Website” icon from the main menu in Evergreen.
Prepare for your inspection audit
It is very important to spend time properly preparing for your inspection audit. At Travelife we continually see a direct link between the amount of time a property puts in to preparation and having both a successful and useful audit. When a property fails their audit, in almost all cases the auditor tells us that the staff were not prepared and had not made use of the guides, tools, templates and e-learning we have provided on the customer support website.
You can access these resources by clicking the “Support Website” icon from the main menu in Evergreen. They include an inspection audit preparation page where you can find checklists and a list of documents your auditor is most likely to want to view.
The inspection audit
When an auditor is assigned to your property, Travelife will put you in touch with them so they can confirm details such as the audit date and their arrival time.
After an opening meeting the auditor will ask to see various documents and you must make sure they can access all parts of the premises, including some guest rooms. They will also ask to speak to various staff, sometimes requiring that they interview staff in private.
At the end of the audit there will be a closing meeting where you will be given some feedback but the auditor cannot tell you if you are certified as that decision will be made by Travelife (see Step 7).
You will find an inspection audit preparation checklist from the “Support Website” icon located on the main menu in Evergeen.
Audit outcomes (certification decisions)
After each audit, auditors write a report for Travelife detailing their findings against each requirement and make a recommendation about whether a property was compliant or non-compliant. Specially trained Travelife staff review the auditor’s report and decide whether they feel that sufficient evidence has been found for each requirement, and whether or not they agree with the auditor’s recommendations. This entire process is known as a quality check and it can take up to 30 days after an audit has been carried out for the process to be fully completed.
Once the audit report is ready you will be notified via e-mail and you can view it in the property’s Evergreen profile. There are 3 possible certification decisions that we have described below.
The property is Travelife Certified: This means that we found evidence that the property has complied with all the Travelife Certification Requirements. The certification is valid for 2 years subject to the annual certification check-up audit that we explain later in this guidance.
Post-audit improvements are needed: This means that the property did not comply with between 1 and 40 of the Travelife Certification Requirements. Please note that most properties have at least a few improvements to make after their audit, so it is nothing to be concerned about.
An improvements report will be available in the property’s Evergreen profile that explains exactly which requirements were not met and what needs to be done to show compliance. Evergreen should be used to submit evidence that these improvements have been made.
All improvements must be completed within 6 months of the inspection audit date otherwise the property will not achieve certification and will need to arrange for another inspection audit at an additional cost.
The property is not certified: This means that the property did not comply with more than 40 of the Travelife Certification Requirements. The audit report will be available in the property’s Evergreen profile that explains exactly which requirements were not met. If you wish to continue the certification process with this property, another audit will need to be scheduled at an additional cost. Please note that it is very rare for this to happen if the property used our tools and resources to prepare for their audit. Less than 5% of all Travelife audits result in this outcome.
Travelife Certified
When a property achieves Travelife Certification they are given a certificate and logo they can display. They are also included in the reports we provide to travel companies who use this information to identify which properties in their own portfolio have a certification.
We also list these properties on our consumer website, www.staybetterplaces.com so that travellers and any other interested party can find Travelife Certified properties.
The certification is valid for 2 years from the audit date but it is subject to the annual certification check-up (see Step 9).
Maintaining your certification
As described in the Accommodation Certification Agreement, you must maintain compliance with the Travelife Certification Requirements at all times. The Agreement also describes the process Travelife follows if we find you are no longer compliant with one or more of the requirements before your certification expires.
Approximately 1 year after each inspection audit it will be necessary for your property to undergo a remote certification check-up audit. In most cases, the same auditor that carried out the inspection audit will also be assigned to work on the remote audit.
This is a simple process that involves uploading information (e.g. documents, filling out forms) to a special area of Evergreen that you can access via your property’s Evergreen dashboard. Please note that this new area of Evergreen will not be available until 2025 when Travelife expects the first remote check-up audits to take place. Travelife will email the main contact person they have on file for your property to remind them that the certification check-up is due and to explain the process. If you fail your certification check-up audit, your certification will be withdrawn and you will need to begin the recertification process again.