Quality is key in our business
Quality has been key to our establishments for many years now, characterised by the quality requirements and motivation in evidence at all levels of our business. Our hotels are selected on the basis of hotel standards in force and our Quality Charter.
Our hotel staff are particularly committed to ensuring that you enjoy a pleasant stay in their establishments. As a result, we pay special attention to your comments and suggestions.
Your satisfaction is key to our quality requirements
• A measurement tool: the satisfaction survey
We have introduced a satisfaction survey that is sent to guests by e-mail following a stay in one of our hotels. Each response to the questionnaire is then studied in detail and for this reason, we ask you to take a few minutes to respond. Your feedback is important as it allows us to measure your level of satisfaction and, if necessary, improvements will be undertaken in full cooperation with our hotels.
• The publication of customer scores and comments on all Group sites
SEH is committed to publishing customer scores and commentaries on all of its websites. For this purpose, it works with QUALITELIS which guarantees the authenticity of the scores and customer opinions.
The scores and customer opinions posted are derived from the responses to the satisfaction surveys sent to customers by e-mail after a hotel stay. The collected responses are published directly on this site on a daily basis, with no amendments made to the comments or corresponding scores by Qualitelis.
Certifications of all hotels
• A quality audit
To enhance the opinions collected in the customer satisfaction surveys, our company appoints an external firm to carry our an anonymous audit (via a "mystery visit") and check the full range of hotel services. These audits allow us to guarantee a standard level of quality for all group establishments.
• The Qualité Tourisme label
The Ministry of Tourism has authorised SEH to use the Qualité Tourisme label for the various Group brands on the condition that they respect certain criteria which is assessed during the mystery visit. Almost 80% of Group hotels currently display the Qualité Tourisme label in the entrances of their establishments.
SEH was one of the first hotel groups to have been recognised by the Ministry of Tourism with this label. The Qualité Tourisme label identifies tourism professionals committed to strict quality standards. This falls perfectly in line with the Ministry of Tourism's Quality Plan for France which aims to maintain France's leading position in tourism through various actions looking to promote the quality of tourist attractions nationwide.
HOTELCERT, ECOLABEL and Green Key
SEH can guide interested hotels in their voluntary initiatives to gain HotelCert, Ecolabel or Green Key certification. The latter two labels certify hotels committed to eco-responsibility and sustainable development.
The HotelCert label is a quality drive initiated by professionals in the French hotel industry. Founded in 2001, it is an AFNOR* registered trademark. It is based on a frame of reference and control audit taking place on an 18-month basis as well as seven major commitments to customers.
• European Ecolabel
Founded in 1992, the Ecolabel was created on the initiative of the European Union. Symbolised by a flower, this standardisation is intended to help consumers to discern greener and more environmentally-friendly products and services. All products bearing the "Flower" have been verified by independent organisations. In France, this label is granted by AFNOR* certifications. This label is not exclusive to the hotel industry and extends to around forty different product groups. The European ecolabel is a voluntary product and service certification label.
• Green Key
Green Key is a voluntary international label awarded each year by an independent jury to the ecological tourist accommodation sector in its entirety. This label's main concern is assessing the hotel in terms of environmental policy, water, waste and energy management, responsible purchasing and efforts made to make guests aware of the environment.
* AFAQ AFNOR – Certification – BP40 – 92224 Bagneux Cedex