Partner Operations Manual - English

These minimum standards form part of Macs Adventure’s supplier expectations and may be reviewed periodically to reflect operational, legal, safety, and industry developments. 

Macs Adventure is committed to delivering high-quality travel experiences and our service providers are required to meet the key minimum standards outlined below. 
We expect partners to already:

• Comply with local law, regulations and licensing requirements.
• Hold the necessary insurance and licenses required to provide services to Macs Adventure customers.
• All staff to be appropriately qualified, trained and hold requisite qualifications to perform the work competently.   

In addition, we ask our service providers to observe the guidelines and best practices outlined below. We believe that as a responsible partner, providing services to meet at least these standards is fair, practical and reasonable. Macs Adventure may audit services as appropriate to ensure that they meet our guidelines.  

4.1 Communication

We ask that you have 24/7 out-of-hours/emergency contact number for Macs Adventure and our clients to contact in case of emergency. 

4.2 Customer Data Protection & Cybersecurity 

Macs Adventure complies with General Data Protection Regulation (GDPR), which governs the protection and privacy of personal data. We are committed to ensuring the confidentiality and security of our customers’ information. 

Any customer data shared with you to fulfil contracted services — including names, contact details, medical information, or other sensitive data — must be treated confidentially, used only for the purpose of delivering the agreed services, and handled in accordance with applicable data protection laws.

Suppliers must: 

• Share customer data only through secure methods. Restrict access to customer data to those who require it to deliver services.  
• Ensure personal data is not stored on unsecured personal devices.  
• Use messaging apps appropriately and only where necessary for operational purposes.  
• Treat medical or sensitive information on a strict need-to-know basis.  
• Securely destroy printed customer manifests or documents containing personal data when no longer required.  
• Report any actual or suspected data breach involving Macs Adventure customer data within 24 hours. 

4.3 Safeguarding & Vulnerable Persons Policy 

Macs Adventure is committed to protecting the safety, wellbeing, dignity, and rights of all customers, staff, and partners. All suppliers, guides, drivers, accommodation providers, and subcontractors are expected to act professionally and take appropriate steps to safeguard children, vulnerable adults, and any person at risk of harm, abuse, harassment, exploitation, or discrimination. 

Your Responsibilities

Suppliers must:

• Maintain a safe and respectful environment for customers and staff. 
• Comply with all applicable local safeguarding and child protection laws.  
• Immediately report any safeguarding concerns or serious incidents involving Macs Adventure customers.  
• Ensure staff behave professionally and appropriately at all times.  
• Cooperate fully with any safeguarding investigation or incident review.  

Standards of Conduct 

Staff and suppliers must not: 

• Engage in abusive, discriminatory, threatening, or exploitative behaviour.  
• Engage in any inappropriate conduct with minors or vulnerable persons.  
• Exploit customers due to age, illness, intoxication, disability, language barriers, or personal circumstances.  
• Share customer information except where necessary for safety or legal reasons.  

Children and Vulnerable Travellers 

Where services involve children or vulnerable travellers, suppliers should take reasonable steps to ensure their safety, supervision, and wellbeing at all times. 

Reporting Concerns

Any safeguarding concern must be reported to Macs Adventure immediately using the emergency contact procedures. Where there is immediate danger or risk of harm, local emergency services should also be contacted. 

Confidentiality 

Safeguarding concerns and personal information must be handled sensitively and shared only on a need-to-know basis in accordance with applicable data protection laws. 

Non-Compliance

Failure to comply with safeguarding requirements may result in suspension or termination of services provided to Macs Adventure. 

4.4 Climate and Extreme Weather Guidance 

Suppliers and partners are expected to monitor and respond appropriately to weather, environmental, and climate-related risks that may affect the safety or operation of Macs Adventure trips. 

Suppliers should: 

• Monitor local weather forecasts, environmental alerts, and route conditions regularly.  
• Inform Macs Adventure as soon as possible of any severe weather, natural hazards, or conditions that may impact customer safety or itinerary delivery.  
• Implement appropriate route changes, delays, closures, or alternative arrangements where necessary to maintain safety.  
• Ensure customers are informed of relevant weather conditions, route risks, and any required equipment or precautions.  
• Consider risks such as heat, cold, storms, flooding, wildfire, poor air quality, snow, ice, landslides, rockfall, or water shortages where applicable.  
• Have appropriate contingency and emergency procedures in place for significant weather or environmental disruption.  
• Customer safety should always take priority over itinerary completion where environmental or weather conditions create an unacceptable level of risk.

4.5 Supplier Audit and Compliance Framework 

Macs Adventure reserves the right to review and audit supplier services to ensure compliance with this Operating Manual, contractual obligations, and applicable legal and safety requirements. 

Audits may include document reviews, operational inspections, customer feedback reviews, or incident investigations, and may be conducted routinely or following a complaint, incident, or safety concern. 

Suppliers must: 

• Cooperate fully with any audit or review.  
• Maintain relevant licences, insurance, training, maintenance, and incident records.  
• Notify Macs Adventure of any significant operational or safety changes.  
• Implement corrective actions where issues are identified.  

Serious or repeated non-compliance may result in suspension or termination of services provided to Macs Adventure customers. 

Macs Adventure encourages suppliers to actively support continuous improvement, safety development, sustainability initiatives, and operational best practice across all services provided. 

4.6 Solo Travellers 

Solo travellers should only be accommodated if the route meets the solo traveller requirements.  This requirement can be verified by contacting Macs Adventure.  

4.7 Responsible Travel 

We endeavour to ensure that our operations have as many positive impacts as possible. The cornerstones of this policy are: 

• Minimise Impact & Maximise Benefit.  
• Action & Advocacy 
• Carbon & Communities 
• Sensitive & Sustainable. 

You can find more information here – Our Sustainable Travel, One Step at a Time.

The following schedules outline the minimum operating standards applicable to specific service categories and operational activities delivered on behalf of Macs Adventure.

5. Schedules

Suppliers are expected to comply with all schedules relevant to the services they provide. 

Where local legal requirements or recognised industry best practice exceed the standards outlined below, suppliers should operate to the higher standard wherever reasonably practicable. 

Application of Standards 

Not all schedules apply to every supplier. Suppliers are responsible for complying with the standards relevant to the services they provide to Macs Adventure customers.

Where suppliers subcontract services, they remain responsible for ensuring that subcontractors operate in accordance with these minimum standards.

Schedule 1: Accommodation Minimum Standards

We ask accommodation providers to observe the guidelines and best practices outlined below.  

Local Regulations and Insurance 

• All accommodation must comply with local legal regulations and hold insurance, operating licences, fire certificates, permits and permissions as required by local regulations. 
• Where common ‘best practice’ in the country of operation is higher than legal regulations the accommodation should adhere to best practice. 

Staff

• All staff must be appropriately qualified, experienced and capable as appropriate of performing competently the work or jobs for which they are employed with a high level of due skill, care and diligence.  
• All staff must be trained and regularly practised in emergency and fire procedures.  
• A member of staff should be available (in person or by phone) always when guests are in the accommodation. 

Fire Safety 

• Fire safety regulations vary widely depending on location and accommodation type.  
• Means of Escape: The accommodation should have a clear means of escape from rooms and the building, all doors and fire escapes should be easy to open from the inside, and always be unobstructed. Buildings over three storeys (ground, 1st and 2nd floor, plus one) have at least two fire escapes (excluding lifts). 
• Fire Warning: Smoke alarms should be fitted in all sleeping and public areas, in full working condition, maintained appropriately and tested on a regular basis.  
• Fire Fighting Equipment: As a minimum, a wall mounted fire blanket or extinguisher situated in an accessible position should be provided where cooking is permitted inside. In multi-story accommodation, general-purpose fire extinguishers of a suitable size within easy reach of individual rooms and apartments should be provided (25m intervals). 
• Emergency Lighting: Where guests escape into a building or complex, in addition to normal lighting some form of emergency lighting should be provided to ensure they can see their way. Where this is not possible a torch or hand lamp may suffice. Candles are not suitable and should not be supplied. 
• Signs and Notices: Customers need to be aware of what to do in case of fire. This can be achieved by signs and notices or written instructions provided. 

Gas Safety 

• Gas water heaters or other gas appliances must not be in or next to the bedrooms or apartments. 
• If gas-cooking or heating facilities are provided, the appliance must be fitted with burner caps and on/off knobs, securely fitted, regularly maintained and clear instructions given to guests. 
• A carbon monoxide detector should be sited near gas appliances. 

Legionella 

It is expected that providers of accommodation should carry out routine maintenance and controls to effectively manage the risk presented by Legionella bacteria. These controls include having a policy which includes; running all taps and showers for several minutes prior to occupation, keeping shower heads and taps clean and free from scale, cleaning and disinfecting water heaters/storage tanks especially when they have not been in use for a prolonged period. 

General Safety

Balconies, Mezzanines, Staircases and Windows:  

• The height of the railings should be 1.1m or over i.e. from the floor to the top of the railing. Any vertical or horizontal gaps between the railings must be less than 10cm. There should be no climbing or step up allurements at the base of the balcony or mezzanine. 
• All staircases should be fitted with a handrail or suitable structure to aid access and prevent any guest falling through. 
• Upstairs opening windows where the base is within 1.1m reach should be protected with locks, bars or railings. 

Glass Doors and Panels:

Full length glass panels should have safety stickers and should be placed at child and adult eye level on all glass doors and panels. 

Floors:

There should be no damaged floor coverings. Loose rugs should have anti-slip underlays. Slippery when wet signs should be in place when the floor is wet. 

Security:

All bedroom doors should be fitted with secure locks in good working order, safes should be available in room or at reception for valuables, if appropriate guests should be given security advice on check-in. 

Lift Safety:

Lifts should have annual maintenance with regular servicing and safety checks, signs outside should indicate: ‘no unaccompanied children’, ‘no smoking’ & ‘not to be used in the event of fire’. Lifts should have an interior alarm linked to reception or an external company. 

Lighting:

All areas of the property should be well lit, including gardens and pool. 

Electrical safety:

All electrical fittings should be checked regularly by a competent person. There should be no exposed wires. 

Cleanliness and maintenance:

All public areas, grounds, bedrooms, bathrooms should be clean, free from mould and cleaned regularly and maintained to a high standard.  

Bedding and linen:

Must be clean and changed before guests check in and at least weekly. Beds, cots and mattresses must be clean and in good condition. Bunk beds should be fitted with suitable ladders and side railings.  

Infestation and pests:

All areas must be free from infestation and pests.

Food Safety 

• All eating areas and furniture should be clean and well maintained. 
• All cutlery, crockery, condiments, glasses, linen etc, should be clean in good condition and free from cracks. 
• All food storage areas should be clean, dry, free from signs of pests and damp. 
• All fridges and freezers should be maintained in good working order, at the correct temperatures and measures should be in place to minimise risk of cross contamination. 
• The kitchen, including surfaces, equipment, sinks etc. should be clean. 
• Staff involved in food preparation and service should be trained in handling food safely and good personal hygiene. 

Pool Safety 

• Swimming pools should have depth markings. 
• Be well maintained with no sharp edges or broken tiles.  
• Water should be clean and clear, and an appropriate cleaning and chlorination regime and testing in place. 
• “No diving” notices if depth is less than 1.5m. 
• Appropriate rules and safety notices.  
• An emergency and pool closure policy should be in place and staff trained on it. 

Schedule 2: Transportation Minimum Standards

Transport  

If the accommodation is providing transfers for our clients, they must adhere to the minimum transportation standards.

Transportation services include car, minibus or coach transfers, resort shuttles, public buses and rail transfers as well as any public transportation used or air transport.  

Transport Operators 

You, or any sub-contracted transport operator instructed by you must have:  

• Valid transport operating licences if applicable.      
• Valid insurance, including Public Liability Insurance of at least USD $1,000,000 or if not possible the maximum available in the region. 
• Comply with local legal regulations 
• Keep records of staff qualifications of all drivers, and (if applicable) mechanics and fleet managers.  
• Have internal guidelines for recruitment and training of drivers and other staff. 
• Have internal policies regarding minimum driver standards, including a driving hours policy. 
• Keep records of vehicle maintenance. 
• Have a policy for regular controlled mechanical checks on vehicles, at least once a year, to ensure their road-worthiness. 
• Keep an incident log, including ‘near-misses’. 
• Have written emergency procedures for drivers and staff, including what to do in case of a breakdown. 

Staff and Drivers 

• All staff must be appropriately qualified, experienced and capable as appropriate of performing competently the work or jobs for which they are employed with a high level of due skill, care and diligence.  
• All staff must be trained and regularly practised in emergency procedures and be able to contact the ground handler, transport office or Macs Adventure if required. 

Drivers 

All drivers must:  

• Possess a driving licence valid for the type of vehicle driven experienced for the type of vehicle they are driving. 
• Not have any serious motor safety offences (dangerous driving, drunk driving etc). 
• Be at least 21 years of age. 
• Drive within the national speed limits and drive according to the road type, traffic conditions, weather and visibility. 
• Drivers must be suitably trained, experienced and qualified for any 4WD or off-road vehicle driving. 
• Not exceed the legal maximum working hours and have sufficient rest if driving long distances. Good Practice is no more than 4hrs 30mins driving without a minimum 45 min rest and no more than 9hrs driving in one day after which there should be a minimum 11hr rest period. 
• Be medically fit to drive the vehicle safely. 
• Not use a mobile phone whilst driving unless aided by a hands-free system. 
• Not smoke in the vehicle. 
• Not use any alcohol or drugs prior to or during driving hours. 
• Carry a mobile phone or a means of communication in case of emergency and emergency contact numbers.  
• Give safety advice to passengers at the start of each journey. (Seat belts, remain seated, luggage in aisles, arm rests etc). 
• Advise all passengers to remain seated whilst the vehicle is in motion. 
• Should not disembark passengers into the road. If they must, then passengers should be warned to watch for any oncoming traffic.

Vehicles

All vehicles must: 

• Have valid transport operating licences if applicable.      
• Have valid insurance, including Public Liability Insurance. 
• Comply with local legal regulations. 
• Maintain high levels of cleanliness and general repair. 
• Be of a suitable size for the maximum number of passengers and their luggage in order not to be overloaded at any time. 
• Be suitable for the terrain expected to be encountered. (e.g. 4 Wheel Drive if off-road driving). 
• Be subjected to a minimum annual road safety check, which confirms the vehicles roadworthiness.  
• Undergo routine safety checks which should also take place every 6 weeks or 10,000km whichever is soonest. These checks should also be documented. 
• Undergo maintenance and servicing of the vehicle which should take place in line with the manufacturer’s recommendations. 
• Have daily pre-journey checks should also be carried out to detect any faults. These should be reported and rectified. (covering tyres, brakes, oil, water, mirrors, horn, indicators, seat belts, washers, wipers, steering, lights, fuel/oil leaks). 
• Appropriate safety equipment, spares, tools and signage should be in place appropriate for each vehicle type, the terrain likely to be encountered and the remoteness of the region to be visited. (Spare wheels, spares, Fire extinguisher, First Aid Kit, Warning triangle, Pictorial safety signage on emergency exits, Break glass hammer etc). 
• All vehicles where subject to snow and ice must carry snow chains and where necessary be fitted with snow tyres in accordance with local regulations. 
• Seat belts should be in place in all seats in minibuses, jeeps and private cars. Coaches should have seat belts on all ‘risk seats’ as a minimum (those seats without a seat in front of them). 
• Windscreens should be free from chips or cracks. 
• Tyres should have a min. of 2mm tread. 
• Luggage should not be placed in any aisles or foot wells, thus impeding passengers exit in an emergency. 
• All interior lights should be working and any steps illuminated. 

Public transport (trains, public buses, trams etc.) 

All public transport provided must: 

• Have valid transport operating licences if applicable.      
• Have valid insurance, including Public Liability Insurance. 
• Comply with local legal regulations. 
• Maintain high levels of cleanliness and general repair. 
• Be of a suitable size for the maximum number of passengers and their luggage in order not to be overloaded at any time. 
• Be suitable for the terrain expected to be encountered. (e.g. 4 Wheel Drive if off-road driving).

Air Transportation

All air transport provided must: 

• Have valid transport operating licences if applicable.      
• Have valid insurance, including Public Liability Insurance. 
• Comply with local legal regulations. 
• Be operated by a qualified pilot.  
• Maintain high levels of cleanliness and general repair. 
• Be of a suitable size for the maximum number of passengers and their luggage in order not to be overloaded at any time. 
• Any airlines used must not appear on the European Union Air Safety List. If this is not possible then appropriate audits or control measures should be put in place.

Schedule 3: Luggage Transport Minimum Standards

Luggage transfer services include the collection, transportation, storage, and delivery of customer luggage between accommodations or designated locations. 

Transport Operators 

You, or any sub-contracted luggage transfer operator instructed by you, must: 

• Hold valid transport operating licences where applicable. 
• Maintain valid insurance, including Public Liability Insurance of at least USD $1,000,000, or the maximum available locally. 
• Comply with all local laws and transport regulations. 
• Keep records of staff qualifications and driver training. 
• Have procedures for recruitment, training, and driver working hours. 
• Maintain records of vehicle inspections and servicing. 
• Operate a documented maintenance and safety check programme for all vehicles. 
• Keep an incident log, including accidents, delays, lost luggage, and near misses. 
• Have emergency procedures in place for breakdowns, delays, or incidents affecting luggage delivery. 

Staff and Drivers 

All staff and drivers must: 

• Be appropriately qualified, experienced, and capable of carrying out their duties safely and professionally. 
• Be trained in emergency procedures and communication protocols. 
• Be contactable during operating hours in case of delays or emergencies. 
• Drivers must take appropriate care when lifting, loading, and unloading heavy or overweight luggage to minimise the risk of injury. 

Drivers 

All drivers must: 

• Hold a valid licence for the vehicle being driven. 
• Have no serious driving offences. 
• Be at least 21 years of age. 
• Drive safely and in accordance with local laws, road, and weather conditions. 
• Comply with legal driving hours and rest requirements. 
• Be medically fit to drive. 
• Not use handheld mobile phones whilst driving. 
• Not smoke, consume alcohol, or use drugs during working hours. 
• Carry a mobile phone or suitable communication device for emergencies. 
• Ensure luggage is handled carefully and securely to minimise damage or loss. 

Vehicles 

All vehicles used for luggage transfers must: 

• Be roadworthy, insured, licensed, and compliant with local regulations. 
• Be maintained to a high standard of cleanliness and repair. 
• Be suitable for the terrain and volume of luggage carried 
• Undergo annual roadworthiness inspections and regular routine safety checks. 
• Be serviced in line with manufacturer recommendations. 
• Have daily pre-journey safety checks completed and documented. 
• Carry appropriate safety equipment, including warning triangles and first aid kits where required. 
• Ensure luggage is safely secured during transit and does not obstruct driver visibility or vehicle operation. 
• Be fitted with suitable tyres and equipment for local weather conditions where necessary. 

Luggage Handling 

All luggage transfers must:

• Be completed accurately, securely, and within agreed timescales. 
• Include procedures to identify, track, and minimise lost or delayed luggage. 
• Ensure customer luggage is protected from damage, theft, and weather exposure during transit and storage. 
• Have clear communication procedures for reporting delays, lost items, or delivery issues to Macs Adventure immediately.

Schedule 4: Vessel Minimum Standards

Vessels include ferries, cruise boats, pleasure boats, sailing boats, or any other transportation operating on the ocean, sea, rivers or inland waters or waterways.

Vessel Operators

You, or any sub-contracted vessel operator instructed by you must have:  

• Valid vessel operating licences if applicable.      
• Valid insurance, including Public Liability Insurance of at least US$1,000,000 or if not possible the maximum available in the region. 
• Comply with local legal and maritime regulations as well as international regulations if operating in international waters. 
• Keep records of crew qualifications of all captains/masters, and (if applicable) other crew.  
• Have internal guidelines for recruitment and training of captains and other crew. 
• Have internal policies regarding minimum captain and crew standards, including and operating hours policy. 
• Keep records of vessel maintenance. 
• Have a policy for regular controlled mechanical checks on vessels, at least once a year, to ensure their sea-worthiness. 
• Keep an incident log, including ‘near-misses’. 
• Have written emergency procedures for captains and crew, including what to do in case of a mechanical breakdown. 

Crew and Captains 

• All crew must be appropriately qualified, experienced and capable as appropriate of performing competently the work or jobs for which they are employed with a high level of due skill, care and diligence.  
• All crew must be trained and regularly practised in emergency procedures and be able to contact the ground handler, vessel office or Macs Adventure if required.

Captains/Masters 

All captains/masters must:  

• Possess a qualification/licence valid for the type of vessel operated and experienced for the type of vessel they are operating. 
• Not have any serious safety offences (negligence, dangerous driving, drunk driving etc). 
• Be at least 21 years of age. 
• Operate the vessel in accordance with any local or international regulations, speed limits and according to prevailing conditions, weather and visibility. 
• Not exceed the legal maximum working hours and have sufficient rest.  
• Be medically fit to operate the vessel safely. 
• Not smoke in the public areas of the vessel. 
• Not use any alcohol or drugs prior to or during operating hours. 
• Have suitable means of communication in case of emergency (depending on the operating environment) and emergency contact numbers.  
• Check weather forecasts in advance of departure and regularly during the voyage.  
• Give a briefing to all passengers before departing, where the emergency procedures for fire, abandon ship and man overboard are explained. 
• Give a briefing before departing to all passengers highlighting potential hazards on board such as ropes, narrow stairs, low headroom, open hatches, working area etc. 

Vessels

All vessels must: 

• Have valid vessel operating licences if applicable.      
• Have valid insurance, including Public Liability Insurance. 
• Comply with local and international legal and maritime regulations as appropriate. 
• Maintain high levels of cleanliness and general repair. 
• Be of a suitable size for the maximum number of passengers and their luggage in order not to be overloaded at any time. 
• Be suitable for the conditions expected to be encountered.  
• Be subjected to a minimum annual sea worthiness / safety check.  
• Undergo routine safety checks which should also take place every 6 weeks. These checks should also be documented. 
• Undergo maintenance and servicing of the vessel, which should take place in line with the manufacturer’s recommendations. 
• Have daily safety and maintenance checks, which should be carried out to detect any faults. These should be reported and rectified.  
• Have appropriate safety equipment, (such as life rafts, flares, etc.) for the vessel type and the conditions likely to be encountered. Equipment must be inspected and serviced in line with manufacturers guidance. 
• Have appropriate fire and gas safety equipment including alarms, detectors and fire extinguishers/suppression for the vessel type.  
• Carry a first aid kit appropriate for the vessel type, conditions and remoteness of the operating region. 
• Have life jackets available for all passengers and crew. (including child sizes if required). 
• All interior lights should be working and any steps illuminated.  
• Meet the applicable minimum standards for accommodation if passengers are staying overnight on the vessel.