Effective Date: June 1st, 2026
Policy Owner: Green Key Global (GKG)
Review Frequency: Annually
1. Purpose
The purpose of this Policy is to establish a transparent, fair, and consistent process for identifying, investigating, and addressing instances of non-compliance with Green Key Global’s certification requirements. This Policy outlines the actions that may be taken where a participating accommodation provider fails to comply with Green Key certification requirements, including corrective actions, suspension, revocation, and appeals.
This Policy supports Green Key Global’s commitment to maintaining the integrity, credibility, and reliability of its certification program.
2. Scope
This Policy applies to all accommodation providers participating in Green Key Global programs, including:
- Green Key Eco-Rating Certification
- Green Key Ready (where applicable)
- Any future certification programs administered by Green Key Global
3. Definitions
Certification
Formal recognition by Green Key Global that an accommodation provider has successfully met the requirements of the applicable Green Key certification program.
Non-Compliance
Any failure by a participating accommodation provider to meet the requirements of the Green Key certification program, including but not limited to certification criteria, audit requirements, membership obligations, branding requirements, or program terms and conditions.
Corrective Action
Actions required of a participating accommodation provider to address identified deficiencies and restore compliance.
Suspension
A temporary removal of certification status and related benefits pending resolution of identified non-compliance issues.
Revocation
Permanent removal of certification status due to unresolved or significant non-compliance.
4. Identification of Non-Compliance
Non-compliance may be identified through:
- Certification audits;
- Surveillance, verification, or follow-up reviews;
- Complaints received from guests, industry stakeholders, or third parties;
- Discovery of inaccurate, incomplete, misleading, or fraudulent information;
- Failure to maintain required documentation;
- Misuse of Green Key certification marks, logos, or claims;
- Failure to maintain membership in good standing;
- Any other information indicating a failure to meet certification requirements.
5. Classification of Non-Compliance
5.1 Minor Non-Compliance
A minor non-compliance is a deficiency that does not materially impact the accommodation provider’s ability to meet certification requirements.
Examples include:
- Missing supporting documentation;
- Administrative errors;
- Incomplete records;
- Isolated procedural deficiencies.
5.2 Major Non-Compliance
A major non-compliance is a deficiency that materially impacts the accommodation provider’s ability to meet certification requirements or undermines the integrity of the certification program.
Examples include:
- Failure to meet mandatory certification criteria;
- Repeated failure to address corrective actions;
- Misrepresentation of sustainability practices;
- Refusal to participate in verification activities;
- Misuse of Green Key branding or certification claims;
- Provision of false, misleading, or fraudulent information.
6. Corrective Action Process
Where non-compliance is identified, Green Key Global may issue a Corrective Action Request (CAR).
The CAR shall include:
- Description of the deficiency;
- Relevant certification requirement;
- Required corrective action;
- Deadline for response and remediation.
Unless otherwise specified, accommodation providers shall have:
- 30 days to acknowledge the CAR; and
- 60 days to implement corrective actions.
Green Key Global may extend deadlines where reasonable justification is provided.
7. Suspension of Certification
Certification may be suspended where:
- Major non-compliance is identified;
- Corrective actions are not completed within prescribed timelines;
- The accommodation provider refuses verification activities;
- Green Key Global believes continued certification could compromise program integrity.
During suspension:
- The accommodation provider shall not represent itself as Green Key Certified;
- Use of certification logos and marks shall cease immediately;
- Certification status may be removed from Green Key Global websites, directories, and partner data feeds;
- Suspension shall remain in effect until compliance is demonstrated.
Green Key Global shall notify the accommodation provider in writing of the reasons for suspension and the actions required for reinstatement.
8. Revocation of Certification
Certification may be revoked where:
- Major non-compliance remains unresolved following suspension;
- Fraudulent or intentionally misleading information is discovered;
- The accommodation provider refuses to cooperate with investigations or verification activities;
- Repeated violations demonstrate a failure to maintain certification requirements;
- Membership is terminated in accordance with Green Key Global Terms and Conditions.
Upon revocation:
- Certification status shall immediately terminate;
- All rights to use Green Key certification marks, logos, and claims shall cease;
- The accommodation provider shall be removed from Green Key directories and certification listings;
- The accommodation provider shall comply with all termination provisions contained within Green Key Global’s Terms and Conditions.
9. Decision-Making Authority
To preserve the integrity and impartiality of the certification process:
- Audit activities and certification decision-making shall remain separate functions wherever possible.
- Certification suspension and revocation decisions shall be made by the designated Certifier or Certification Body responsible for certification decisions.
- Individuals directly involved in conducting an audit should not make the final certification decision related to that audit.
10. Appeals
Accommodation providers may appeal a suspension or revocation decision issued by Green Key Global.
Appeals must:
- Be submitted in writing within thirty (30) days of the date of notification;
- Include supporting evidence and rationale for the appeal;
- Identify any factual inaccuracies, procedural concerns, or new information relevant to the decision.
Upon receipt of an appeal, Green Key Global shall conduct a review of the matter and may request additional information or documentation from the accommodation provider. Appeals shall be reviewed by individuals who were not directly involved in the original decision, wherever practicable.
Following its review, Green Key Global may:
- Uphold the original decision;
- Modify the original decision;
- Overturn the original decision and restore certification status; or
- Require additional corrective actions prior to restoring certification status.
Where an appeal is upheld and certification is restored, Green Key Global shall:
- Reinstate the accommodation provider’s certification status, either immediately or upon completion of any remaining corrective actions identified through the appeal process;
- Restore the accommodation provider’s right to use Green Key certification marks, logos, and certification claims in accordance with applicable program requirements;
- Update applicable certification directories, listings, and partner data feeds within a reasonable timeframe.
Where certification has been suspended pending investigation, Green Key Global may determine whether certification remains suspended during the appeal process, taking into consideration the nature of the non-compliance and the need to protect the integrity and credibility of the certification program.
The decision resulting from the appeal review shall be communicated in writing and shall be final.
11. Complaints
Any stakeholder may submit a complaint regarding:
- Certified accommodation providers;
- Certification decisions;
- Use of Green Key logos or claims;
- Potential non-compliance with certification requirements.
Complaints shall be reviewed and investigated in accordance with Green Key Global’s certification procedures.
12. Records Retention
Green Key Global shall maintain records relating to:
- Non-compliance findings;
- Corrective Action Requests;
- Suspension and revocation decisions;
- Appeals and complaint investigations.
Records shall be retained in accordance with Green Key Global’s document retention practices and applicable legal requirements.
13. Policy Review
This Policy shall be reviewed at least annually and updated as necessary to reflect changes in program requirements, certification standards, legal obligations, and industry best practices.