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Travelife Sustainability Report 2022

Sustainability report – 2022

Valentin Investment Co (Msa) Ltd Travelife Partner – Kenya

1. Reporting context 3
2. Company data 4
3. Introduction 5
4. Mission statement & policy 6
5. Assessment overview 7
6. Detailed overview 8

Valentin Investment Co (Msa) Ltd
Kwa Shibu Road 81933 80100 Mombasa

Tourist volume 1 – 250

Number of employees 1 – 10

Type of tourism Sport and adventure,Sun and Beach tourism,Culture, history
and art,Students, educational,Round tours,Village and Community Based Tourism (CBT),Nature/Wildlife

Special target groups Young people,Youth and students,Disabled,Seniors,Families
with children

Destinations offered East Africa

Sustainability coordinator
Monika Solanki lofty (a)

4.1 Mission statement


To provide a unique and real experience in Kenya. Vision:
Creating a sustainable environment where our customers meet the locals in their authentic environment, explain their way of life and leave a positive footprint.

Core values:

Sustainable, environmentally friendly, high-quality services, professional, efficient, value for money Mission:
To provide a unique and real experience in Kenya. Vision:
Creating a sustainable environment where our customers meet the locals in their authentic environment, explain their way of life and leave a positive footprint.

Core values:

Sustainable, environmentally friendly, high-quality services, professional, efficient, value for money

4.2 Policy


Core values:

Sustainable, environmentally friendly, high-quality services, professional, efficient, value for money

5. Assessment overview

Main theme Criteria Completed
0. Company characteristics 9 9
1. Sustainability management & legal compliance 18 18
2. Internal management: social policy & human rights 25 25
3. Internal management: environment and community relations 51 51
4. Inbound partner agencies 7 7
5. Transport 4 4
6. Accommodations 16 16
7. Activities 14 14
8. Tour leaders, local representatives, and guides 9 9
9. Destinations 8 8
10. Customer communication and protection 23 23

6. Detailed overview
0. Company characteristics
Contact details


0.1. Sustainability coordinator

Monika Solanki lofty (a)

Brands, products, and/or services


0.2. Nature of business
Please indicate which of the following activities are part of your business.

Land transport,Guiding service,Travel agency (leisure)
0.3. Sensitive activity types
Indicate which of the following sensitive activities are part of your self conducted excursions. Per excursion, a separate checklist will have to be completed.

Build cultural heritage
Horse riding,Mountain climbing,Jeep safaris Diving and snorkelling
Visiting traditional communities Safari tours,Marine animals watching

0.4. Passenger number
Estimate the number of passengers your company accommodates annually

1 – 250
0.5. Tourism types

Sport and adventure,Sun and Beach tourism,Culture, history and art,Students, educational,Round tours,Village and Community Based Tourism (CBT),Nature/Wildlife
0.6. Target groups

Young people,Youth and students,Disabled,Seniors,Families with children
0.7. Destinations

East Africa



0.8. Number of employees

1 – 10

Public communication


0.9. Brands under Travelife scope

1. Sustainability management & legal compliance
Engagement of company


1.1. Sustainability coordinator
A sustainability/CSR coordinator is appointed and his/her role and activities are defined (corporate level).

Kenya Country Monika Solanki
Reservation Officer for Hotels and Safaris Renting cars which causes less pollution. Implement changes and communicate them effectively. Implementation of the sustainability policy and action plan; Travelife reporting; Contact for Travelife regarding trainings and collective actions; Planning corporate and social responsibility (CSR) projects. Completing sustainability plans. Ensuring sustainable practices are followed by everyone in the company e.g switching off equipments when not in use, avoid wasting water,using less paper etc.
1.2. Mission statement
A sustainability mission statement is defined and published on the company’s website(s).

To deliver a unique and real experience in Kenya.

To create a sustainable environment, where our clients will meet the locals in their authentic environment and will be explained their way of living and leave a positive footprint behind.

Mission Vision Core Values

1.3. Trained sustainability coordinator/team
The sustainability coordinator (or team, in case of larger companies) has successfully completed the basic Travelife Sustainability training and exam.


No exam information for this company Company learning monitor
No workshop information for this company Workshop monitor


Social cooperation


1.4. Collaboration
The company is actively involved in external forums and working groups which are supportive to sustainability in tourism.

the working groups in which the company is involved in are:

– Coast Business Coalition(CBC)

– Members of Kenya Association of Tour Operators (KATO) Member No FE/637

1.5. Exchange of experiences
Experiences, training materials and best practices concerning sustainability are shared with other companies and stakeholders (e.g. via the Travelife website) .

Exchange of experiences concerning sustainability are shared by Travel Market on tourism (
e.g. ITB) which is a fairs(events). We had a video chat and we did talk about sustainability practises and guide them to our sustainable policy on our website.

Sustainability Policy
1.6. Donations
The company provides support to nature protection organisations and/or community development (e.g. infrastructure, education, health, sanitation) or other local/national sustainability initiatives. Can also be done by stimulating staff and/or client donations including in-kind contributions (e.g. volunteering).

1. 27th june 2020- Hola junction, Gamba, Taif, Sogal,Emmaus: Donation of 205 bags of food. ksh 50,000 from our company and the remaining was donation. total= ksh 260,000

2. 11th july 2020 – Tana delta and Boni forest: Donation of 350bags of food and clothes. ksh 50,000 from our company and the remaining was donation. total ksh 500,000.

3. 4th august 2020 – funzi : 1000 people meal (biryani). kshs 30,000 from our company and the rest was donation.

4. 9th september 2020 – Kiwayu: 350 food bags. kshs 100,000 from our company and rest was donation. total was kshs 600,000

5. 29th april 2021 -Matondoni Lamu – 550bags of food,clothes and mosquito nets.

6. 01/07/2022 – Mji Wa Salama (childrens home) – 50kg rice and 50kg maize flour.Total was kshs 11,000

Baseline assessment


1.7. Overview partners/suppliers
The company has a system in place to identify the sustainability performance of the key supply chain businesses it works with, whether directly or indirectly.

The method used to identify sustainability performance is through our internal checklist of questions. The questions are derived from our sustainability policy and are distributed to our key suppliers via email.


Lofty Tours CSR QA final.pdf Serena Hotels Code of Ethics.pdf Environmental Mission Statement.pdf
1.8. Baseline assessment
The company has conducted a baseline assessment regarding its compliance with the Travelife sustainability best practice standard (e.g. by completing this report).



1.9. Sustainability policy
The company has a written sustainability policy that reflects the company structure and activities and is supported by top management. The policy aims for a reduction of the negative social, cultural, economic, and environmental impacts of the company’s activities, and includes employee- related health & safety aspects. SUSTAINABLE POLICY ON LETTER HEAD.pdf
1.10. Communication
The sustainability policy is accessible to all employees, suppliers and the general public via the corporate website(s) (where no website exists, via other means).

Yes, we have communicated through email and have the sustainability policy communicated on the website.


Action plan


1.11. Action plan
The company has a sustainability action plan (with targets, actions, measures, responsibilities and time planning).

action_plan _2_.pdf
1.12. Staff involvement
The management involves employees in the development and implementation of the action plan and acknowledges them as a driving force for successful and continuous sustainability improvements.

Staff members are involved in the development by involving them in the implementation of the sustainability standards regularly.

eg, – changing to LED bulbs

– switching off equipments when not in use.

– taking care of the environment eg by watering the plants and keeping them green, collecting litter and putting in dustbin,

– Training other staff members on health and safety.

– Keeping the company car clean and neat

Monitoring and evaluation


1.13. Monitoring and evaluation
The company has documented procedures in place to monitor and evaluate the implementation of the sustainability policy, objectives and targets.

For sustainable business practices, we have meetings with the staff and discuss how we are still been sustainable in our office, example: switching off equipments such as lights,fans,computers,printers when not in use.
1.14. Staff Communication
Staff members are regularly updated on the company’s sustainability policy, activities, results and related developments via newsletters, intranet or other internal communication channels used by the company.

Employees are regularly updated by internal communication ( e.g. Mobile phone and Email through internet connection or via short meetings since our company is small and there are only 2-5 employees.

email: loftytours(a) mobile number: +254705011015
External reporting and communication


1.15. Management reporting
At least once a year, the sustainability coordinator reports to top management on the effect of the implemented policies and actions, the status of the objectives and formulates recommendations for the next steps.

We will upload our Travelife report once its certified.
1.16. Travelife reporting
The company reports its progress via Travelife at least every two years.

The company reports its progress via Travelife.
1.17. Public reporting
The key sustainability results are reported to the public at least every two years and are available on the company website.

We will upload our Travelife report once we are cleared for Travelife partner stage
1.18. Sustainability and public relations
The company enables and facilitates sustainability related questions and feedback from customers and other stakeholders. There is a clear indication on the companies web site on how to address such questions and feedback.
Monika Solanki

2. Internal management: social policy & human rights
Social policy and human rights


2.1. Freedom of association
Trade union membership, collective labour negotiations and representation of members by trade unions is not hindered.

Lofty Tours does not hinder any staff from joining a trade union membership

2.2. Collective labour agreement
The company participates and is in compliance with a (sector wide) collective labour condition negotiation structure (in case locally existing).


2.3. No forced labour
Employees are free to enter or leave their employment through their own choice without penalty (in accordance with their contract).

Forced labour is prohibited in the labour laws of Kenya (Employment Act, 2007). We declare that our company is not involved in forced labor practices. All our employees are free to leave the company at any time in compliance with their contracts and national regulations.

We have a signed contract for Employees duty times as per the Company rules which is agreeable with the Labour Law.


2.4. HR Manual
The company has a written Human Resource policy.

2.5. Formal contracts
All employees of the company have an employment contract, including labour conditions and a job description.

2.6. Living wage
The company pays employees at least a living wage which is equal to or above the legal minimum.

Company pays Employees a legal minimum living wage.

2.7. Medical insurance
The company contributes to a (basic) medical insurance for all employees on the basis of legal requirements or industry best practices.

Company contributes to a basic medical insurance ( e.g. National Hospital Insurance Fund. ). for the Staff.

NHIF 2021.pdf NHIF RECEIPT.pdf
2.8. Maternity
The company offers schemes for pregnancy and maternity leave for all employees.

Company only offers schemes for maternity leave which is 3 months.

2.9. Liability Insurance

Yes Company has a liability Insurance of all Employees, incase of accident while on duty.

The company has a liability insurance for all its employees (e.g. in case of work related accidents).
2.10. Holiday / Annual leave
The employees have the right to a fixed yearly paid holiday (at least in compliance with the legal requirements).

Provided By law in the Employment Act Cap 226 sub 7 (1): ( Every employee shall be entitled –
(a) after every twelve consecutive months of service with his employer to not less than twenty- one working days of leave with full pay; 8. Every employee shall be entitled to at least one rest day in every period of seven days.

We declare as a company compliance with the Employment Act.

Yes we pay Annual Leave for our Employees as per the Legal requirement.

2.11. Sick Leave
Employees are entitled to sick leave in line with national legal requirements. Indicate whether your company provides paid or unpaid sick leave.

Our Employees are entitled to be paid sick leave but they need to produce a letter from the medical Doctor as prove.

2.12. Additional benefits
Employees are awarded additional benefits beyond their legal entitlement (e.g. profit-sharing schemes and saving funds).

there are no additional benefits in our company

2.13. Health and safety
The company has a health, safety and crisis management policy for employees, which complies to legal standards/best practices. Accidents and incidents are investigated and corrective measures are taken. First aid kits and trained staff is available at all relevant locations.

2.14. Equal opportunities
The company ensures that people are not discriminated in regards to recruitment, conditions of employment, access to training and senior positions, advancement in terms of residentship, gender, race, age, disability, ethnicity, religion/beliefs, sexual orientation or in any other way.

We have no discrimination with regards to recruitment, we employ as per your qualification.

2.15. Child labour
The company does not employ children (14 year or younger) to complete work which is normally undertaken by adults. And, there are special working times and conditions for children working within the business in accordance with national regulations and the UN Convention on the Rights of the Child, whichever provides most protection incorporating the exceptions under the ILO convention 138.

We don’t have child employment in our Company, because its not complying with national regulations.
2.16. Complaints procedure
The company can demonstrate that there is a documented effective procedure through which employees may raise grievances. Appropriate and timely follow up procedures are also in place.

Verbal Discussion: Employees are required to bring complaints to the attention of
their immediate Supervisor in the first instance. The Supervisor is required to respond to the complaint within two (2) working days. A resolution is encouraged at this stage through discussion and counselling.
2.17. Representation
The company has a means through which all staff may make representation to senior management about key employment issues and there is a clear process which demonstrates how such representations are followed up.

Since we been a small size company, the staff communicates verbally with the director incase of any employment issues.
2.18. Disciplinary procedures

Company only issues a disciplinary document to a Staff if neccesary. And after verbal

There are documented disciplinary procedures in place and staff are aware of them. warnings.
2.19. Flexible working times
The company supports flexible working times or part time employment (e.g. to support family obligations)

Company supports flexible working times or part time employment to create positive working environment.
2.20. Access for persons with special needs
The office building and other premises of the company provide, where technically and financially viable, access and related information for people with special needs.

We have rented our office which is on the ground floor and easy to access for anyone with special needs including staff should we employ in the future.
2.21. Persons with special needs
The company employs persons with special needs

currently we do not have any staff of special needs however we have no reservation on hiring staff with special needs, we are ok with it.
2.22. Measuring employee satisfaction
Employee satisfaction is regularly measured and suggestions are taken into account.

Employee satisfaction is regularly measured and considered.

VALENTIN Employee satisfaction Survey.docx

Training and education


2.23. Health and safety

Employees are informed and trained in various ways. In regards to health and safety issue,

All personnel receive periodic training regarding their roles, rights and responsibilities with respect to social & cultural practices, economic & quality issues, human rights issues, and health & safety practices (including risk and crisis management). Company enrols Staff on training with Kenya Red Cross ( Training on First Aid incase of Fire, Floods and earthquake.

KRC Covit Training Certificate Valentin 2020.jpg
2.24. Personal development
The company ensures its staff competencies, personal development and advancement (at all levels of responsibility), by equally offering resources and opportunities, such as regular trainings, access to education or gaining experience on the nature/organisation of their work.

Company ensures their Staff are well Trained by Sponsoring them to Higher learning Institutions. To motivate Staff, by involving them on planning by enabling them to implement new ideas in practice.

Travel uni –

Online Travel Training – 72

Yas_Island_Certificate.pdf Attitude_Hotels_Certificate.pdf Beaches_Certificate.pdf Certificate.pdf
cert_Italy Online Training.pdf
2.25. Trainee positions
Traineeships/Internships are offered to students.

We put them on Attachment training, as per the request from their Educational Institutes ( e.g. Universities & Colleges ) and some end up being absorbed in the company if we have vacancies.



3. Internal management: environment and community relations


3.1. Reduction of disposable and consumable goods
The company has a policy to measure and actively reduce the use of disposable and consumer goods (especially paper for internal office use).

Reduction of disposable and consumable goods is good for the Company Environment to keep clean. Reducing printing of Paper, Avoid the use of paper wherever possible.

Items not needed we give away to the ones who can still use them, especially from our local community at the Kenyan coast.

3.2. Sustainable purchasing
Your company has an implemented purchasing policy, which favour sustainable suppliers and products, whenever these are available and of sufficient quality.

We purchase stationary in bulk which is locally produced eg a box of pens, rubbers and stapple pins, office pins , glue

We also purchase office equipments from the local shops. eg printer,scanner,computers. Purchase of cleaning materials from the local shops.

SUSTAINABLE POLICY ON LETTER HEAD.pdf IMG_20210621_102818.jpg IMG_20210621_092004.jpg
3.3. Office paper: type
More than 90% of office paper use (internal and administrative use) has proven sustainability credentials (recycled, FSC or sustainably produced), when such options are locally available.

We choose the sustainable Paper because of quality. it is a challenge as in Mombasa recycled paper is not easy avilable, we try to avoid to print. If need print double sided.

3.4. Office paper: printing
Copy and printing machines are set by default to double-sided printing (duplex) or other forms of paper saving modes.

To economise Papers we print both sides to avoid wastage of papers Only print what is realy needed to be printed
3.5. Certified coffee and tea
At least 50% (in weight or value) of coffee and tea provided in the office is fairtrade, organic, grown in the country or has another recognised sustainability certification.

Yes we offer Coffee in our Office, brands we use Dormans. We try to get organic coffee to offer our clients.
we purchase it from the local supermarket. Office supplies
Other office supplies (e.g. pens, furniture) are labelled sustainable or are locally produced.

We give preference to locally produced supplies, like the stationary we use is locally produced eg rubbers, pens etc.
3.7. Bulk purchasing
Products are purchased in bulk to reduce the amount of packaging materials.

we purchase 20 litres of water instead of one litre bottle in order to reduce packaging. Water is in re-usable Water Bottles.

We do not have any other bulk puchasing. We do not need any Items in big amounts. and we by when needed.

3.8. Catering
Catering is sustainable and offers a large range of local, organic, MSC, fair trade and healthy food.

there is no catering provided to staff since we go home during lunch hours or buy lunch from outside.

Also we do not cater for clients.
3.9. Giveaways
Sustainability criteria are considered for giveaways and merchandise.

we give sustainable Soapstone items which are shaped in form of animals which lasts for long and does not get rusty, have our contact details engaraved, so clients can always find us, and look very nice.

3.10. Cleaning materials
Cleaning materials are non-hazardous, non-eutrophic, biodegradable and eco-labelled, when locally available.

Non-Hazardous cleaning materials ( e.g,Harpic, Vim and Lemon dish washer ). Sunlight Hand wash soap. they have less chemical and are environment friendly. use of vinegar and baking soda which are purchased locally
Local made Broom,

Paper (promotional materials)


3.11. Printing company

We rarely print brouchers and if we must for our European expos we use vista print Germany

The printing company works with a certified environmental management system (e.g. ISO 14001, EMAS). and choose environment-friendly paper since they recycle paper is expensive and sometimes not available in Kenya.

These brouchers we use while on Fairs in Europe only. In Kenya, we do not give away brouchers.

For the Office stationary we do very little on Paper, use as much as possible online communication. These are printed on the avilable paper.
3.12. Promotional materials
Brochures are printed on environmentally friendly paper (recycled, FSC or chlorine free) for more than 50% of total corporate use (in kilos, pages or costs).

Brochures are not printed by our own company but are printed by Vista Print in Germany since recycled paper are expensive and not easily available in the local market. Also these brouchers are given out within Europe not in Kenya.


3.13. Efficient brochure use
The company has implemented measures to reduce brochure wastage. The amount of brochures is measured on an annual basis.

Brochures are information booklets for Holiday Destination for Clients on Fairs, not for office use and are not produced by our company / are not printed locally since recycled papers are expensive and not easily available in the local market.

We only print when we need and small amounts. no dead stock.



3.14. Energy reduction policy
The company has an active commitment to reduce energy consumption, which is monitored and implemented. All measurements, with a reasonable return on investment, are planned and implemented.

Suitable energy conservation measures eg,Use of energy saving bulbs, Tube lights, Led lights. control the use of equipments eg by switching off computers,lights and fans when not in use. we use fans instead of air conditions.

SUSTAINABLE POLICY ON LETTER HEAD.pdf IMG_20210621_094016.jpg IMG_20210621_094056.jpg
3.15. Monitoring energy consumption and sources
Energy consumption for heating/cooling and electricity is measured by type and total of green house gases and/or carbon emissions. Different periods are compared with the aim to reduce emissions.

we dont use heating/cooling in our company. Only a Fan in the office and open Windows are good to have a nice work enviorment

Our office is on rent plus we share the office room with others rooms of the house. Electricty is shared bill with private residence.
3.16. Sustainable energy

Main energy used is Electricty from goverment supply, as it is part of the rented Office.

Where available and practical, sustainable (green) energy is purchased or locally produced for use by the business. We have a small office with two bulbs, one computer, one Laptop, one Printer, one scanner and if budget allows in future we can use solar.

Attached Bill is for the whole house, which is used privatly, only one Office Room and washroom are used by the Office. Two seperate Rents are paid. Power is included in the Rent.

3.17. Carbon offset
CO2 emissions from fossil energy used in the offices are offset.

We planted trees at Voi Safari Lodge on 14th February 2021 and planning for a further tree planting action, towards the end of this year.

Also through Kato initiative, we suported tree planting in Nariobi National Park around 60 Trees.

Voi Lodge tree Planting 1.jpg Voi Lodge tree Planting.jpg
3.18. Energy efficient lighting
At least 75% of lighting is energy efficient (class A: KLLs, LEDs, T-8s, or T-5s), including outside and parking spaces.

Use of Energy saving bulbs, LED, Tube lights 90 % as they are more efficient Changed all bulbs & Tublights to power saving LED Bulbs

3.19. Automatic switch on/off system
An automatic switch on/off system is operational in locations where it’s

we have a manual system of witching on and off equipment. All equipements are switched off manually when not in use. eg . printer / scanner are off when not in use.

practically feasible (e.g. with timers or movement sensors). Computer/ Laptop are only on , when one is working on it. We only have one Computer and one Laptop

All lights/ fan if not needed are off.
3.20. Equipment “switch-off” policy
Equipments (including aircon) are switched off after office hours or during lunch breaks (and, not on sleep modes), whenever feasible.

staff are encouraged to swtich off equipments such as printers, scanner and computers are when not in use.

we do have a air conditioner, which is never switched on, as we use a fan and have all windows open.


3.21. Light “switch-off” policy
Office lights are switched off after office hours.

Turn off lights, Fan and any other electric equipment when not in use. eg. during lunch hours, and after working hours, when not needed.
3.22. Low energy equipment
When buying new equipment, the company gives preference to low energy equipment, based on highest local available standards (taking into account return on investment and quality considerations).

we use energy saving LED bulbs
other equipments are computers and printers/scanner We use fan instead of air conditioner

criteria used for purchasing them are,

1. low energy consumption +AAA

2. budget friendly, not expensive to buy, maintain and service them eg catridges are not expensive.

3.23. Efficiency mode
Where applicable, equipment is set by default to the energy-saving mode.

printer/ Computer/ scanner are on energy saving mode when not in use.

using one Computer and one Laptop
3.24. Other measures
Other measures, not previously mentioned, have been implemented.

Use of Kerosin Lamps, Candles when its dark and there is no electricity.



3.25. Water reduction policy
The company has implemented a policy with specific goals to reduce its water consumption, which is monitored and based on a water risk assessment. In areas of high water risk, context-based water stewardship

We use very little water, only toilet and washing hands. We ensure Taps are closed, do not drop… and staff is aware of closing tabs at any time.

Use of buckets and mops for cleaning the floor to avoid wasting water.

goals are identified and pursued. SUSTAINABLE POLICY ON LETTER HEAD.pdf
3.26. Water sourcing
Water sourcing is sustainable and does not harm environmental flows.

We source our own Water, it is connected with the owner of the builings well.
3.27. Water use
The office water use is measured on a monthly or yearly basis for benchmark purposes, and sources of water are indicated. Water meters are regularly read to track potential leaks.

the office is a seperate part of a rented house and the water used is metered for the whole building used privatly and commercial, so it is difficult to know how much is used on what side.
3.28. Water saving toilets
Dual flush or other water saving equipment is installed in the toilets

we rent the office and have no say on the equipment used in the toilets.
3.29. Rain water
Waste water and/or collected rain water is re-used.

We are not collecting rain water, we are in a rented office, part of a other residence. It will be diffiicult to collect rain Water,and store it in a hygenic way and use it. We use minimal water at our washroom and cleaning the office.

Also the investment of a Storage Tank and putting up Drains to collect the water is not a small investment, on a rented place, we do not have the budget for this. Maybe if we get sponsores?

Waste management



3.30. Waste legislation
The company complies with the national legislation concerning waste disposal. Any residual waste disposal has no adverse effect on the local population and the environment.

We comply with the national legislation in how we dispose of our waste. In fact, our waste is collected and managed by the county government.
3.31. Waste reduction
The company has developed and implemented a solid waste reduction and recycling policy with quantitative goals to reduce non re-useable or recyclable waste (for example reuse or recycling of coffee cups, double sided printing, bulk purchasing).

Reusable bags for staff.

No single use Plastick water Bottles to staff or Clients. Each Client is requested to bring their own reusable drinking Bottle/ Cup.

We also have reusable metal drinking glases which we supply clients on request. And they are returned after finishing the safari.

Items no more needed are given away. Old Tyres are sold to Akamba, who make Masai shoes from the same. Scrap Metal is sold to scarp metal dealers

All above is very limited, the waste in the office is also very little, we need to analize and see what we have and what can be done to reduce it further, even the scrap we don’t have so much.

We will analize and once we have the figures we will need to set a plan.
3.32. Sustainable packaging
The company has taken measures to reduce the amount of packaging materials and is not providing non-recyclable or non-biodegradable package materials.

We have around 60 Brouchers which we had printed for ITB in 2018, which we have not given out ever since. When clients ask for Information, we refer to our Website and social media pages.

We do not pack any envolope for our clients, all are soft copy’s

3.33. Plastic water bottles
The business takes action to reduce the amount of (non-refillable) plastic bottles it consumes. This criterion is related to drinking water for office use.

We use refillable 20L bottle dispenser at the office

3.34. Reuse / recycling of waste
The business demonstrates that it separates all materials which can be recycled or reused (including glass, paper, metal, organic waste plastics and hazardous waste). It organizes collection and proper disposal, whenever locally feasible, if collection is not provided by the local authorities.

The recycle materials are, glass, paper, plastic and metal, and they are disposed to buyers who sell them to recycle factories.

Old tyres are sold to Akamba, they make Masai shoes from them. Old Glass are taken by glass collectors who re use the same.
Scrap metal dealers are passing by to check regular if we have any for sale Plastic/Electronic scrap are collected and given to recycle agent.

3.35. Toner/ink
When using ink and toner cartridges for printing and copying, waste reducing methods (recycling, refilling) are implemented, whenever feasible.

We have been using for many years refilled Toner cartidges, but still this was realy costly as you can see on the attached invoice. We now use the HP Printer only as a scanner and have bought a EPSON Printer with Ink, which is much cheaper and easier to refill. Also the catriges are very small and permanet, so you just hava a small bottle, much less waste


3.36. Recycling of batteries
Rechargeable batteries are used whereever possible and disposable batteries, including powercut inverter batteries, are recycled (if locally possible) or properly disposed.

Once we do not need the Batteries, or they are no more usable in the Vehicles, we give /sell them to agents who sell them to be used at home for private use.

For small batteries, we avoid single-use batteries as much as possible and use rechargeable items.

Reducing pollution


3.37. Waste water: treatment
Wastewater, including grey water, is effectively treated, complies with national legislation and is only reused or released safely, with no adverse effects on the local population and the environment.

Water is disposed through goverment sewage system for agriculture and to industries after it has been treated.

The sewage is charged by the Water Company to the Landlord and part of the Rent.
3.38. Pollution reduction policy
The company has a policy to minimize and substitute the use of harmful substances, including pesticides, paints, and cleaning materials, by harmless products and processes. All storage, handling and disposal of chemicals is properly managed.

cleaning materials used are vinegar and baking soda which are purchased locally dettol for mopping the floor

3.39. Paint
Lead-free and water-based paints are both used inside and outside, when locally available.

We are not sure what kind of paint was used, the office was painted long time ago and is still fine. Outside the pait is water based paint.

When we need to paint, we will ensure only lead free/ water based paint will be used.
3.40. Noise, light, erosion and ozone
If the company is a source of pollution, it implements practices to minimise pollution from noise, electric generators, light, runoff, erosion, ozone- depleting compounds; and air, water and soil contaminants from its buildings (as far as being able to control by the company).

our office is not a source of pollution. We do not have Generator, dirty water is directly to the goverment sevage we have cabro, not much trees. Security light do not interfere with neighbours.



3.41. Staff travel policy
The company has a sustainability mobility policy for staff related travel, which includes reduction of travel and more sustainable modes of transport.

We don’t provide transport for our staff since they use public transport and pay for themselves.
3.42. Business travel emission
Staff related business travel is measured (type, distance). Carbon or Green House Gas emissions are calculated, with the aim to reduce and offset.

Staff business travel is measured by the Cost. We normally prefer travelling by bus, because its cheaper compared to travelling by Air. Or now with the SGR Train Mombasa to Nairobi or back.

We are taking regular part in Tree planting to off set the carbon emision
3.43. Business travel carbon offset
Carbon or Green House Gas emissions of staff related travel is offset, through a reliable locally available scheme or methodology.

In February 2021 we planted the Trees ourself, in June we supported Nairobi Green Belt through KATO
3.44. Employee incentives
Employees are (financially) encouraged to use public transport or sustainable means of transport (e.g. bicycling, walking, carpooling).

no incentives are provided to the staff.
3.45. Transport reduction
Transport related impacts are reduced by tele-work, tele/video meetings, work-at-home policies or other means.

Meetings and conferences are done online so there is less use of cars for tranport
3.46. Well maintained cars
Motorised company vehicles are well maintained and checked regularly to reduce emissions and energy use. They comply with the legal emission standards.

Our Buses and Cars are well maintained and checked on regular basis to comply with legal emission.

Changing the car engine of a land cruiser which is used for safaris. Cars are checked monthly or after use.

Sustainability training and awareness raising


3.47. Staff environmental training and information
All staff members (including field staff) receive periodic guidance, training and/or information about their roles and responsibilities with respect to environmental practices, including water, energy saving, paper, and waste issues.

All Staff have been trained via periodical inhouse meetings and sustainability conservation talks and have educated them on their responsibilities in the office and explain why the company is implementing various initiatives to ensure sustainability.

For example:
We have done away with non organic soaps in the offices. We switch off electricity while not in use.
We carry water refillable bottles and talk to staff.

we hope to do this after every two to three months on the topics selected by the sustainability committee.

internal certificate.pdf

Land use and community relations


3.48. Land use and construction
Planning, land use, siting, design, construction, renovation, operation and demolition are in compliance with zoning requirements, with laws related to protected and sensitive areas, and to heritage considerations.

We don’t own Land or property of our own.

3.49. Siting and design
Siting, planning and design of newly constructed company buildings takes into account the capacity and integrity of protected and sensitive natural and cultural heritage, and complies with zoning requirements and laws. Best practices should be implemented within reasonable extra costs.

We still dont own a building and our office is situated in Natural surrounding, which we feel its the best enviroment for our business.
3.50. Sustainable design and construction
Planning, design, construction of new buildings or renovations (from the moment of the first certification) is based on locally appropriate and sustainable practices and materials.

We still don’t own a building.
3.51. Local cultural sites
The business contributes to the protection, preservation and enhancement of properties, sites and traditions of historical, archaeological, cultural, and spiritual significance and does not impede access to them by local residents.

Historical sites are well protected, but can be accessed by paying an entrance fee and that money helps the local residents.

4. Inbound partner agencies
Inbound partner agencies



4.1. Partner agency policy
Based on an inventory of its inbound key partner agencies, the company has developed and implemented a policy to improve the sustainability of its partner agencies. It should include the motivation of existing partner agents, as well as the selection of new partner agents.

we do not have partner agencies
4.2. Communication to partners
The key partners agencies are informed about the company’s sustainability policy and are expected to comply with it and/or communicate it to final customers (where relevant).

we do not have partner agencies.
4.3. Contract conditions
Key sustainability clause(s) are included in contracts with inbound / receptive partners (e.g. child labour, anti-corruption and bribery, waste management and protection of biodiversity). In case written contracts do not exists, these clauses are communicated and documented otherwise (e.g. through policy on the company web site, correspondence etc.).

we do not have partner agencies
4.4. Sustainability training – motivation
Incoming/inbound partners are motivated to participate in sustainability training(s) for travel companies.

we do not have inbound partners

Specific conditions


4.5. Contracts
Written contracts with partner agencies are in place.

we do not have partner agents
4.6. Sexual exploitation of children: contracting
Partner contracts include clauses which enable contract partners to end the contractual agreement prematurely if the partner company does not take adequate measures to prevent sexual exploitation of children within the direct supply chain (e.g. accommodations and excursions).

we do not have partner agents
4.7. Labour conditions
Partner companies comply with all relevant national laws protecting the rights of employees.

we do not have partner agents

5. Transport
Selecting transport suppliers


5.1. Local transport
In selecting transport options for transfers and excursions in the destination, more sustainable alternatives are always considered and given preference to (taking into account price, comfort and practical considerations).

– it is planned on the size of the group and the wishes of the client on what kind of Vehicle he requests. We ensure a clean, eco friendly vehicle with valid insurance.

– We ensure achieving a balance between economic growth,human well being and environmental health

– Well maitained and in great conditon.

– We try to get off the beaten parts and allow travellers a more unique and authentic experience while avoiding crowds.
5.2. Bus / Coach safety
In selecting coach transport companies, minimum quality and safety arguments are considered.

We don’t offer travelling by coach in Kenya
5.3. Code of conduct for drivers
Transport providers are provided with codes of conduct and guidance regarding sustainable driving techniques.

According to our Policy , Drivers must have a Driving Licence, Transport Licensing Board(TLB) ,National Transport and Safety Authority Act(NTSA), Tourism Licence , Good conduct & Traffic Act.

Sustainable packages


5.4. Sustainable packages
The company has integrated and/or is promoting one or more sustainable holiday products/packages, based on a recognised methodology (including sustainable transport, sustainable accommodations and sustainable activities).

We try and promote sustainable packages by combining products that have green labels. For example we work with eco rated hotels and combine with transport that has been well maintained. An example of is that we promote Serena hotels since it is eco-rated via our social media pages. eg instagram,facebook,twitter etc.

Kilaguni Serena Safari Lodge Amboseli Serena

6. Accommodations


6.1. Sustainable accommodations policy
The company has developed and implemented a long term strategy (with targets and timelines) to improve the sustainability of its contracted accommodations.

We increase sustainability of our Accommodation suppliers by Communication. And we stimulate our destination partners towards sustainability by Accommodation Brochures.We check with the supplier if they are certified for eco Toursim. and if they have a sustainability Policy in place.


Lofty Tours CSR QA final.pdf
6.2. Accommodation communication
The company is clearly and actively communicating its sustainability objectives and requirements regarding accommodations to contracted and other relevant accommodations.

By communicating via email.

6.3. Certified accommodations
Preference is given to accommodations that work with internationally acknowledged (e.g. GSTC recognised) and/or Travelife certification. The

We do give preference to accommodations to hotels which have certification such as Eco- rating scheme by Ecotourism Kenya. e.g. some hotels and lodges of Serena are gold eco-rated. These are: , Amboseli Serena Safari Lodge, Kilaguni Serena Safari Lodge and Serena Mountain

percentage of certified companies/overnight stays is measured, is growing and exceeds the market average. Lodge etc



Serena Hotels Code of Ethics.pdf

6.4. Contract conditions
Basic/standard sustainability clause(s) are included in all contracts with accommodation providers (e.g. child labour, anti-corruption and bribery, waste management and protection of biodiversity). In case there are no (direct) contracts in place, the company has a mandatory policy (including sanctions) which is clearly communicated to partners and/or accommodation providers.

We kindly request for information and confirmations on the following sustainability practices about your Establishment (Hotel / Lodge):

Do you have the best price, value for Money and right accommodation that is safe for Clients and the Environment? Please confirm if your establishment is equitable and adhere to Kenya’s law and a protector of the environment and animals. How does your Establishment ensure or minimize the impact on the environment and society? Please provide Proof (company Policy) of good working conditions of your staff Is your establishment a plastic free zone? If yes, what is your policy? If not, what is your plan to achieve it? Do you have a waste management policy? Please share your best practice and notices if any. Do you have a water saving system? Which is your policy on Water Saving? Share notices if any. Does your Establishment protect and respect the rights of children? If yes, please share the copy of your Child protection policy. Do you promote fair trade by use of local food products, “Buy Kenya Build Kenya”? Do you maintain art and culture heritage? If yes, how? Do you support CSR programs? If yes, explain how?

Lofty Tours CSR QA final.pdf
6.5. Distribution of ‘Best practice’ standards and guidance
Best practice standards (e.g. Travelife) and other guidance towards more sustainable management (e.g. training manuals) are distributed to the bestselling accommodations.

Sustainable Management is all about Commitment and Consistent sustainable business practices, including Company products, monitor and manage impacts and support to our suppliers on their road to sustainability. We work together with eco rated facilities who receive their best practice standards from EK. Where possible we support.

6.6. Baseline / self-evaluation
Contracted accommodations are required to self-evaluate their company on a regular basis and share this information with the tour operator (e.g. through the Travelife Sustainability System for hotels or other acknowledged programmes).

Clients to select their own choice of Accommodation through travel Brochures and advice. 5
6.7. Participation to training/education
Contracted accommodations are stimulated to participate in local or (inter)national sustainability training and education (in case these trainings are offered in the destination).

Our suppliers have participated on Hotel Keepers training.

Also not yet requested to inform them about sustainable training opportunities.
6.8. Collective actions
Upon request, the company supports collaborative initiatives with other tour operators and/or stakeholders to promote sustainability among accommodations in destinations.

Co-operation is by Sales & Marketing. The Destination is Kenya ( East Africa ).

6.9. Incentives
Incentives are offered to accommodations which engage actively in sustainability (e.g. contract conditions or marketing benefits, such as green logos/indications).

no incentives are offered to any accommodations.

Specific conditions


6.10. Child and compulsory labour
The business ensures that, through its accommodation supply chain, the rights of children are respected and safeguarded. If the supplier employs children below the age of 14, the business should ensure that there are special working conditions put in place to safeguard them.

• Does your Establishment protect and respect the rights of children? If yes, please share the copy of your Child protection policy.
As per the Kenyan Law, we do not employ anyone below the age of 18 years. Page 5 point 1


6.11. Locally produced souvenirs
Accommodations are stimulated to offer locally and/or sustainably produced souvenirs that are based on the area’s history and culture.

• Do you maintain art and culture heritage? If yes, how?
The role of Architecture and Culture has many facets that one could look at. Serena Hotels has engaged with this from the heart of the planning and development exercise of each of its Hotels and
it is part of our responsible day-to-day operations. Architecture and Culture is not just an awareness
of a proud and memorable past but something that can and should be made a commitment to

and make a progressive future, thus possibly shaping the quality of life of those communities around
the Serena property. Rather than presenting a similar room, upholstery and product experience, each
Hotel sources materials locally and undertakes detailed research to ensure that the design replicates
the local history, heritage and culture of the area that the hotel is being build.
Tourism is about people and Serena believes in introducing its visitors to the ‘real character and culture of their hosts’. Architecture and Culture are our expression about pluralism, a major potential source for economic and social development that tends to anchor Civil Society. Thus, priority is placed on sharing of experience and knowledge to promote appreciation and respect of
cultural traditions and environmental responsibility to its guests, schools, communities and various
stakeholders. For guests, this is done through nature related activities, the ‘architectural, cultural and
conservation tour’ at the Serena property (currently at Nairobi Serena, Mombasa Serena Beach, Kampala Serena) engagement of the local community through theatrical song and dance and well as
interactive visits to the community villages (homes).

Page 5 point 3

6.12. Accommodations respecting and featuring local architecture, settings and cultural heritage.
The company prefers accommodations and restaurants that incorporates elements of local art, architecture or cultural heritage; while respecting the intellectual property rights of local communities (taken into account price, comfort and other selection criteria).

Our policy we would prefer more of Local Architecture and Cultural Heritage to promote tourism.

Page 5 point 3


6.13. Sexual exploitation of children: contracting
Accommodation contracts include clauses which enable the tour operator to end the contractual agreement prematurely if the accommodation supplier does not take adequate measures to prevent sexual exploitation of children.

Sexual Exploitation of Children not acceptable in the Contracted Accommodation.

6.14. Local communities resources
In case of clear evidence that contracted accommodations jeopardize the provision or integrity of basic services such as food, water, energy, healthcare or soil to the neighbouring communities, it can be reason to terminate the cooperation with the accommodation.

We can terminate our Co-operation with the contracted Accommodation if we see there are degrading the communities but if they are not, we encourage them helping Local Communities with resources. In fact we appreciate so much as travel Agent.

6.15. Local and fair food
Accommodations are stimulated to purchase and use local food products which are produced based on fairtrade and sustainability principles.

• Do you promote fair trade by use of local food products, “Buy Kenya Build Kenya”?
Our procurement strategy is to provide priority to local sourcing. We encourage and promote local
community-based suppliers including companies that support small scale producers and
dis advantaged groups. Our suppliers are informed of the quality and cleanliness expected of them and

if a gap is identified, training is offered to the local entrepreneurs. Suppliers are encouraged to reduce packaging or package in recyclable/biodegradable material.

Page 5 point 2

6.16. Biodiversity
Contracted accommodations are expected to limit their negative impact on local and global biodiversity, wherever feasible (e.g. not to offer red-listed species on the menu).

Contracted Accommodation need to be flexible and not to be negative on whether Local or Global biodiversity.

We prefer a Clean, Good, Social & Friendly Enviroment on Accommodation issue.


7. Activities


7.1. Activities offered
The company has made an inventory of environmentally or culturally sensitive excursions, which are offered in each destination. This includes excursions offered by the company or by local partners to your clients (partner agency and/or accommodations).

We do game drives in national parks and reserves, and city tours.

7.2. Sustainable excursion policy
The company has developed and implemented a policy to improve the sustainability of its excursion base.

The company has developed and implemented a policy to improve the sustainability of its excursion base.

7.3. Suppliers communication
The company is communicating (directly or indirectly) its sustainability objectives and requirements to contracted and other relevant excursion providers.

We communicate the sustainability objectives and requirements via email or social media.

7.4. Distribution of codes of conduct/guidelines for sensitive excursions or activities.
Providers for sensitive excursions or activities, which are integrated into packages or offered through local partners, receive and implement documented guidelines and/or codes of conduct in order to minimise negative visitor impact and maximize enjoyment. The guidelines are developed with the collaboration and consent of relevant NGO’s and the affected community.

KWS codes of conduct are applied. 100
7.5. Certified excursions
Where available, preference is given to activities and excursions who operate on the basis of acknowledged and controlled sustainability standards.

There are no certified excursions in Kenya, but we do give preference to those who operate on the basis of acknowledged and controlled sustainability standards.

7.6. Training materials and advice
Training manuals and other guidance towards more sustainable management are distributed to excursion providers.

7.7. Contract conditions
Basic sustainability clause(s) are included in activity provider contracts (e.g. child labour, anti-corruption and bribery, waste management and protection of biodiversity).

Sustainability criteria which are conditional for excursion suppliers are social and Enviromental impacts.

Specific criteria


7.8. No excessive negative impact activities
The company offers no activities that harm humans, animals, plants, natural resources (e.g. water/energy), or which are socially/culturally unacceptable.

We do not offer any activities that harm humans,animals,plants and natural resources. eg captive wildlife.

We also do not offer slum excursions.
7.9. Wildlife featuring
Excursions and attractions in which captive wildlife is held are not offered, except for properly regulated activities in compliance with local, national and international law. In case of living specimens of protected and wildlife species these are only kept by those authorized and suitably equipped to house and care for them humanely.

The company has a policy to only offer wildlife excursions which do not have a negative impact on the natural environment and also attractions in which captive wildlife is held are not offered.

7.10. Wildlife harvesting
Wildlife species are not harvested, consumed, displayed, sold, or traded, except as part of a regulated activity that ensures that their utilisation is sustainable and in compliance with local, national and international law.

We condem wildlife species to be harvested, Trade or consumed.
7.11. Wildlife interactions
Excursions which include interactions with wildlife comply with relevant (e.g. Travelife) codes of conduct. Taking into account cumulative impacts, they do not lead to any adverse effects on the viability and behavior of populations in the wild. Any disturbance of natural ecosystems is minimised, rehabilitated, and there is a compensatory contribution to conservation management.

Kenya Wildlife Service Safari codes of conduct apply.
7.12. Skilled Guides
In sensitive cultural sites (e.g. indigenous villages), heritage sites or ecologically sensitive destinations, guests will be guided by skilled and/or certified guides.

-We use the trained guides from the historical sites e.g Fort Jesus and for Mzima Springs we use the guides of KWS (Kenya Wildlife Service).

– Our guides follow the rules of the destination e.g Not littering around the park, not driving off

roads,driving the vehicle at a limited speed etc.
7.13. Supporting local communities
The company includes into packages or promotes to clients excursions and activities which directly involve and support local communities (by purchasing services or goods, traditional crafts and local (food) production methods, visiting social projects).

Supporting Local Commmunity is a big great help,especially purchasing of their traditional crafts and buying local food.

We promote hand made bags / purses from local shops which are made by the local community.

7.14. Supporting environmental and biodiversity protection
The company includes into packages or promotes to clients, excursions and activities which support local environment and biodiversity (e.g. visiting protected areas, visiting environmental protection projects).

We sell packages to national parks and reserves like Tsavo East and West,Amboseli,Maasai mara / all areas under KWS and many conversaties within Kenya, which are protected areas and we ensure paying entrance fee. As much as possible, we do repay the Fees, on Etickets (like Masai Mara through KATO office) and KWS we recharge the wildlife cards in Mombasa and the drivers charge these at the entrance. We do avoid sending cash, where we are not sure if it reaches the right channel.

Our drivers are very strict on following the regulated routs and will not go any off road, while on Safari. We inform the clients about the special areas.

8. Tour leaders, local representatives, and guides
Tour leaders, local representatives and guides


8.1. Preference local tour leaders/representatives
In case of equal qualification, the company prefers to employ local tour leaders, representatives, tour guides, porters, drivers, cooks and other local staff (including management positions), and provides training as required.

our company employs local tour drivers only as they have more knowledge about the country and destinations.
8.2. Employment conditions
The business ensures that tour leaders, representatives, guides and other locally active staff, contracted by the company, understand the terms and conditions of their employment, including remuneration.

Drive guests, staff, and other authorized persons as per instructions Observe the road and traffic laws and regulations of the republic of Kenya Ensure that safe driving practices are adhered to including local driving codes and Company’s agreed driving standards. Ensure the safety of guests, oneself, and other road users as well as the vehicle’s security Ensure vehicle is kept clean, tidy and in good working condition always Inspect vehicle prior departing for a tour or safari and equip the vehicle with all the required supplies. Ensure vehicle repairs are carried out properly and to satisfactory completion as per the Company’s specifications and road test the vehicle before embarking on any job assignment. Assist guests with delivery of luggage to and from the vehicle. Ensure vehicle insurance and other Government licenses requirements are updated according to schedule. Maintain image of the company and follow code of conduct Should be flexible. Willing to work long and irregular hours, shift duty and on public holidays. Good communication skills Good personal grooming and presentation To be 15 minutes early before time. Be familiar with all national parks, reserves, and hotel locations. Should have a valid driving licence, NTSA tour driver license, tour driver license from KWS and police clearance certificate. Should have training certificates. Should be up to date with the COVID vaccination.

8.3. Living wage
Tour leaders, local representatives, guides, porters and other local staff, contracted by the company, are paid at least a living wage that is equal to or above the legal minimum or relevant industry standard.

The minimum wage paid for the tour drivers is XX00kshs per day.

When on safari the drivers are paid XX00kshs per day, which fits above the minimum wage set by the government.
8.4. Qualification and training
Key tour leaders, local representatives and guides, contracted by the company, are appropriately qualified and are trained regularly.

They are all holding a valid TRA license,police clearance certificate,tour guide license from KWS, NTSA tour driver license.

8.5. Sustainability policy
Tour leaders, local representatives and guides are informed on the relevant aspects of the companies´ sustainability policy and are expected to comply with it.

In addition to the KPSGA guidelines, we also give out copies of our sustainable policy and the driver has to sign for compliance.
8.6. Sustainability knowledge
Tour leaders and local representatives have been trained on general tourism sustainability principles.

The sustainability coordinator guides the tour drivers about sustainable practices via internal meetings that sometimes serve as mini internal training.


8.7. Destination knowledge
Tour leaders and local representatives are knowledgeable regarding the destination including relevant sustainability aspects.

As mentioned in the terms and conditions of the drivers, they should be familiar with all the national parks,reserves and hotel locations. And for more or latest destination knowledge, the drivers are provided with guide books.

8.8. Customer communication
Tour leaders, local representatives and guides provide information and interpretation to clients on relevant sustainability matters in the destination (e.g. protection of flora, fauna, and cultural heritage, resource use), social norms and values (e.g. tips, dressing code and photography) and human rights (e.g. sexual exploitation).

The information is included in our consultation guidelines which we give out a copy to the tour drivers when they go for a safari

8.9. Sexual exploitation of children: staff training
Tour leaders and local representatives contracted by the company, receive relevant information and/or training on the avoidance of sexual exploitation of children.

Tour Drivers, contracted by the company,
receive relevant information and/or training on the avoidance of sexual exploitation of children verbally.

9. Destinations
Selection of destinations


9.1. Sustainable destinations
Sustainability aspects in destinations are considered in the selection process of new destinations (e.g. traffic-free areas, sustainable city planning, proper waste management infrastructure and community participation). Possibly alternative non-mainstream destinations are offered.

Though there are no destinations in Kenya that are green certified as of yet, we consider destinations in which tourism does not lead to negative effects in terms of biodiversity, waste sanitation, human rights and health care, water, energy, and food availability, if they cause negative impacts they are not selected.

9.2. Unsustainable destinations
Destinations in which tourism leads to structural negative local effects in terms of biodiversity, waste; sanitation; human rights and healthcare, water, energy and food availability are not selected (unless the company’s involvement results in clear counter balancing effects).

We focus on selling destinations that have sustainable inclusive management plans especially conservancies. Those that have best practices in ecosystem management.

9.3. Accessible destinations
In selecting new destinations the reachability through more sustainable means of transport is considered.

In selecting new destinations the reachability through more sustainable means of transport is considered


Local projects and initiatives


9.4. Compliance with local planning.
The activities of the company are in compliance with legally based spatial planning, protected area and heritage regulations and destination management strategies of local, regional and national authorities.

Our Company are in compliance with Protected areas, Heritage regulations and Local
9.5. Local economic network
The company supports initiatives that improve the relationships between accommodations and local producers, among which the production and distribution of local food products and souvenirs etc. (e.g. initiatives to improve quality level, logistics, transport)

We support the local economic network by educating them by sending them our accommodation policy which states to purchase local food products. We further explain to them what this means in terms of sourcing locally and the impacts It will have on our country in contributing to sustainable economics in general.

9.6. Policy influencing
The travel company influences and supports local government (when possible together with other travel companies and stakeholders) concerning sustainability, destination planning and management, use of natural resources and socio-cultural issues. In case of unsustainable management and developments the company discusses this with the relevant authorities (directly or through local partner agencies).

Our involment on wide destination, is by commitment and consistent sustainable business practices includes Company products. To monitor and Manage your impacts.
9.7. Support biodiversity conservation
The business supports biodiversity conservation, including protected areas and areas of high biodiversity, through for example financial contribution, political support, and integration in product offers.

We do organise Safaris all over Kenya and our clients do visit KWS National Parks and several private conversation Area’s all over Kenya. When visiting these Parks and Conservation Areas, we ensure the full Entrance money for the Clients, Driver and Car is paid through the right channel, so these payments are supporting the different area’s.

Also when we/ our driver Guides see something is not right, we report these through the right

channels to the concerned parties.

We are Members of KATO and KATO is a member of KTF, through these two bodies we lobby many issues and give politiacal pressure when needed.
9.8. Forbidden souvenirs
The company and its direct service providers do not promote souvenirs which contain threatened flora and fauna species as indicated in the CITES treaty and the IUCN ‘Red List’; historic and archaeological artefacts (except as permitted by law).

KWS Safari and Marine code of conducts EK Safari and Marine code of conducts Illegal souvenirs:
No disturbing the ecological balance-do not purchase, collect, or remove any animal products (e.g. ivory, animal skins, trophies), restricted artifacts, rocks, plants, seeds, or birds’ nests from the wild or alter the natural environment in any way. Do not touch or stand on coral reefs and never dispose of litter on the beach or in the sea Never buy or remove animals or shells from the sea-avoid buying starfish, shells or any product that derive from turtles, whales, marine trophies or other endangered species. Avoid buying undersized crabs and lobsters-which contribute to their rapid decrease in population.

10. Customer communication and protection
Prior to booking


10.1. Consultation guidelines
A company guideline for client consultation is available and is followed by client advisors.

When the clients contact us, we do ask them what they like to experience and what places of interest they like to visit.

We give them different kinds of options and different Pleaces to visit and stay. Also we inform the clients on the not to do s while in protected area’s like
We follow the Wildlife Code:

Respect the privacy of the wildlife, this is their habitat. Beware of the animals, they are wild and can be unpredictable. Don’t crowd the animals or make sudden noises or movements. Don’t feed the animals, it upsets their diet and leads to human dependence. Keep quiet, noise disturbs the wildlife and may antagonize your fellow visitors. Stay in your vehicle at all times, except at designated picnic or walking areas. Keep below the maximum speed limit (40 kph/25 mph). Never drive off-road, this severely damages the habitat. When viewing wildlife keep to a minimum distance of 20 meters and pull to the side of the road so as to allow others to pass. Leave no litter and never leave fires unattended or discard burning objects. Respect the cultural heritage of Kenya, never take pictures of the local people or their habitat without asking their permission, respect the cultural traditions of Kenya and always dress with decorum. Stay over or leave before dusk, visitors must vacate the Park between 6.00 p.m. – 6.00 a.m. unless they are camping overnight. Night game driving is not allowed.
Marine Wildlife Code
Check local weather and sea conditions before entering the marine park. Some marine life is dangerous; do not touch anything under water. Do not damage or remove corals.

It is a living organism which takes many years to form and is host to many rare and endangered species. Do not remove shells, starfish or any other sea – flora or fauna. Removal is illegal, seriously disrupts the eco system and some marine life is dangerous. The areas outside the parks and reserves is threatened by excessive shell collection.
Empty shells provide homes for hermit crabs and some fish. Do not buy shells and other marine animal products as souvenirs as this encourages further plundering of the reefs and beaches. Never dispose of litter on the beach or in the sea. It is illegal and environmentally unfriendly. Marine turtles can confuse clear plastic waste with jelly fish and will die if they eat it. Hand – feeding of fish is discouraged. It disrupts normal feeding patterns. Hook and line fishing is allowed in the Marine Reserves but prohibited in Marine Parks. Spear guns are not permitted for use in either.
Environmentally friendly activities such as snorkelling and diving are encouraged, under the supervision of the Kenya Wildlife Service wardens, who work closely with tour operators and hoteliers to ensure strict adherence to this code of practice. Avoid restaurants that serve undersized crabs and lobsters as this contributes to their rapid demise. Support traditional coastal livelihoods and do not give money to children on the beach, as this can encourage them to stay away from school. Respect the cultural heritage of Kenya, never take pictures of the local people or their habitat without asking their permission, respect the cultural traditions of Kenya and always dress with decorum.

10.2. Customer privacy
The company ensures that customer privacy is not compromised.

If a customer does not have a confirmed booking with us we will do not share your personal information with any other company.
When a customers booking has been confirmed, we will only disclose his/her personal

details to our suppliers if required for operational reasons. We will not pass on his/her details to other companies for marketing purposes.

Privacy Policy

10.3. Promotion and communication
Promotion materials and marketing communication comply with relevant standards and voluntary codes of conduct, are transparent and accurate and do not promise more than is being delivered.

Promotion materials and marketing communication comply with relevant standards and voluntary codes of conduct, are transparent and accurate and do not promise more than is being delivered.

We only post images/videos on social media that we have been allowed to thus do not defy on anyones copyright.

We are careful with the wording in order to not over sale, as such we keep the expectations level neutral.

10.4. Product information
Product and price information is clear, complete and accurate with regard to the company and its products and services, including sustainability claims.

Every client gets a full, detailed Itinerary and a full clear on what is included and what is not included in the Program. We advise the to do and not to do to the clients to ensure they are following these guidelines

10.5. Destination information, quality

We inform the clients via our website link.

Destination information, including sustainability aspects, is factually correct, balanced and complete.
10.6. Sustainable transport
Clients are informed about the environmental impact of different transport options to reach the destination (in case these are not included in the package). Sustainable alternatives, where available, are offered.

Transport is always part of the package.
10.7. Indication sustainable accommodation and excursions (Certified) sustainable accommodations, excursions, packages and/or transport options are promoted with logos or other messages. They are recognisable to consumer and presented as the “better” option.

We communicate through telephone, Email & Brochures.

and advise on the different options of accommodation and which are more recommended at they are more involved in sustainable accommodation, like the eco-rated facilities.
10.8. Travel advise sustainable offers
In the frame of personal travel advise, the customer is informed about sustainable alternatives concerning accommodations, excursions, package holidays and transport options, if available.

We communicate to Clients while breifing on phone calls in order to reduce wasting papers and ink e.g we have information about sustainable accommodations,excursions and transport options.

Accommodations like Serena Hotel are advised to the clients as they are certified by Travelife and are eco-rated.

Excursion activities like safaris are advised to the clients
10.9. Sustainability commitment
(Potential) customers are clearly and correctly informed about the companyʻs sustainability status (e.g in relation to Travelife and STAH).

Our Sustainability commitments offer a wide range of services which include training management, Planning and reporting.

After booking and during holidays


10.10. Destination information and interpretation
Information is provided to consumers about the natural surroundings, local culture and cultural heritage in the holiday destination.

We provide guide books to the tour drivers that they can share with the customers which include information on animals, species, destinations, and culture.

It is not sustainable to print lots of flyers, we have sets of different guide books, which are with the driver always on Safari.

We also suggest websites like Magical Kenya and Trip Advisor.

We also guide them via video and audio calls

10.11. Destination dos and don’ts
Customers are informed about key sustainability aspects and issues in the destination and receive recommendations on how to make a positive contribution (e.g. limitation of resource use, waste, illegal souvenirs, cultural habits, dress code, initiatives to be supported).

We inform them via consultation guidelines, please see attached a copy. They are given a copy and explained for during their onsite briefing.


10.12. Health and Safety
Customers are informed regarding risks and precautions related to health and safety matters in the destination.

We inform them while briefing or by guiding them to our website link.

10.13. Destination contact person
A contact person and permanently reachable telephone number is available for emergency situations.

At the bottom of our emails – in the signature we communicate our after hours numbers. we also always communicate public holidays in advance and the numbers to reach us
on in case of an emergency.

10.14. Emergency situations
Guidelines are available and relevant personnel are educated on how to deal with emergency situations.

While dealing with emergency cases. We always have guidelines. And incase of any road accidents the tour driver contacts the company and actions are taken to solve it.

Health & Safety

10.15. Activities do’s and don’ts
Clients receive documented guidelines and/or codes of conduct for sensitive excursions and activities in order to minimise adverse visitor impact and maximise visitor fulfilment. The guidelines are based upon international and national good practice and locally agreed.

We inform them by telephones or via website.

10.16. Sexual exploitation

We inform them that such business is not acceptable in this Country through our website.
Customers are informed about commercial, sexual or any other form of
exploitation and harassment, particularly of children and adolescents. All LOFTY TOURS / SAFARIS – VALENTIN INVESTMENT CO (MSA) LTD.

Mission Vision Core Values

10.17. Illegal souvenirs
Clients are informed about applicable legislation concerning the purchasing, sales, in- and export of historic or religious artefacts and articles containing materials of threatened flora and/or fauna in the destination (e.g. CITES).

Clients should be advised not be involved or purchase illegal souvenirs such as ivory, animal skin or animal parts

KWS Safari and Marine code of conducts EK Safari and Marine code of conducts Illegal souvenirs:
No disturbing the ecological balance-do not purchase, collect, or remove any animal products (e.g. ivory, animal skins, trophies), restricted artifacts, rocks, plants, seeds, or birds’ nests from the wild or alter the natural environment in any way. Do not touch or stand on coral reefs and never dispose of litter on the beach or in the sea Never buy or remove animals or shells from the sea-avoid buying starfish, shells or any product that derive from turtles, whales, marine trophies or other endangered species. Avoid buying undersized crabs and lobsters-which contribute to their rapid decrease in population.

Our policy we don’t allow illegal Souvenirs to be sold or export of historic artefacts for Example, Sea shells, Wild animal Skins, Elephant Tusks, Snake Skins.

10.18. Local services and goods
Clients are motivated to use local restaurants and shops (where appropriate).

We inform them that we also have local restaurant where they serve local taste cuisine for the once who need to experience how sweet our Local food is, and food is fresh. Good to visit our local shops for our colourful fabrics.

10.19. Sustainable transport options
Where feasible clients are informed on sustainable transport options in destinations. For example by providing information on public transport.

They have to be careful with their valuables, overcrowded & they drive at neck breaking speed. They’re not choosing their own transport *
10.20. Donations
Clients are encouraged to donate (e.g. through travel company supported charities) to local charity and sustainable initiatives (e.g. nature conservation, cultural and social projects).

Clients Donate at their own wish, by Visiting Cultural centre’s, Schools, Hospital churches and Orphanage Homes ( e.g, Money, Clothes, Medicines, Food and Books )or they donate via the travel/tour company. eg some clients give it tou us and then we donate to needy people-or in the CSR program

After holidays



10.21. Customer satisfaction
Customer satisfaction is systematically monitored and corrective actions are taken for service and product improvements.

We encourage clients to review our services on google review/tripadvisor/facebook review or we give out a questionnaire paper or via phone calls.

All reviews are positive. no complains till now.

10.22. Sustainability and customer satisfaction
Sustainability is an integral part of the research into customer satisfaction.

Meet with the clients after the Safari and get their view on the expierience and ther suggestions.

Send out a short questionaery to the clients after their Safari to get their view, expierience and recomodations

10.23. Complaints
The company has clear procedures in case of complaints from clients.

Incase of a Client Complain, we sort it out while the client is still on Destination and if need a Compensation we do it before client departs back to his destination.

If the complaint is about accomodation/food we forward the complaint to the concerned properties.