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Guest satisfaction and safety

Having satisfied hotel guests is at the heart of Pandox-operated hotels. Our hotels
must also be safe and secure for guests, employees and visitors.

Satisfied hotel guests

Guest satisfaction is one of the most important indicators in Pandox’s Own Operations
segment because it shows how well a hotel is living up to guest expectations. Pandox’s objective for the hotels it operates is for at least 80 percent of the guests to be willing to recommend the hotel to others. Guest occupancy increased in this segment by an average of 7 percent to reach 65 percent in 2023. Guest satisfaction increased during the same period by 1 percent to 84 (83) percent according to Pandox’s annual, externally performed guest survey.

Guests are the focal point

Drivers of guest satisfaction include personal service, individual attention and a secure
environment – all of which permeate all hotels operated by Pandox. While consistently high-quality services and products, as well as value for money are important parameters for our guests, community engagement and environmental efforts are increasingly important to them as well.

More and more, those booking conferences and business travel are expecting hotels to have environmental certification and to be able to report GHG emissions per guest night. Some individual leisure travellers are also showing an interest in this – a clear indication that the climate has become part of the public consciousness.

Health and security for hotel guests

Protecting the health and safety of guests, as well as their personal integrity and data security, is a matter of course at Pandox, and something that is taken very seriously

In the Leases business segment, the tenant is responsible for all forms of security, such as shell protection, alarms on windows and doors, security guards and surveillance cameras.

In the Own Operations business segment, responsibility for security lies with Pandox. Hotel security is regulated in Pandox's Code of Conduct for employees. In addition, all hotels have emergency plans and security policies. Security issues are also included in the company-wide digital training. Employees are also trained in first aid and all hotels conduct regular fire and evacuation drills.