SCBBCOA Quality Standards

E4 - ACCOMMODATION DEFINITIONS AND QUALITY STANDARDS


A Bed and Breakfast is a privately owned and occupied home offering a maximum of three rooms or suites to guests, where breakfast is either served or provided, and where personalized hospitality is provided by the owner/operator.

A Bed and Breakfast Cottage is a separate, self-contained building with no kitchen facilities. Breakfast is served or provided, and personalized hospitality is provided by the owner/operator.

A Bed and Breakfast Inn is similar to a Bed and Breakfast but is larger (generally 4 to 15 rooms). It is privately owned and operated, and offers dining facilities in addition to breakfast. The owner or staff will be available to interact with guests.

A Cottage is a separate, self-contained building with kitchen facilities that may be used for self-catering. Linens are optional and housekeeping is provided as arranged. Breakfast may or may not be provided.

A Suite is a self-contained unit within a member's home. It usually contains more than one room and has a full or partial kitchen. Linens are provided and housekeeping is provided as arranged.  Breakfast may or may not be provided.

These definitions are for the purpose of SCBBCOA. Definitions and regulations in regard to Bed and Breakfast and Cottages differ from area to area on the Sunshine Coast. Bed and Breakfast and Cottage owners must be aware of and adhere to regulations in their specific region.

Members of SCBBCOA must be owner/operators of either a Bed and Breakfast or a Cottage as defined by one of the above categories. (bylaws: 2.1.a)




The SCBBCOA expects a minimum standard of its members. The following are the Quality Standards that must be met for membership in SCBBCOA:

• B&B's and cottages provide personalized services to guests. Owner or designated manager must live on the Sunshine Coast

• B&B's and cottages must comply with local bylaws regarding bed and breakfasts and/or cottages (bylaws: 2.1.b)

• B&B's and cottages must carry insurance and liability coverage specific to bed and breakfast/cottage establishments (2.1.e)

• FoodSafe certification must be held by at least one owner/operator in establishments while the food is being served to or prepared for guests

• Advertising must reflect accurately the services and amenities provided including breakfast (served or provided), smoking, pets, and disabled access

• Guests must be aware of cancellation policy at time of booking

• Smoke detectors must be installed in each bedroom, hallway and in the vicinity of the kitchen.    All exists must be unobstructed and clearly visible.  A fire escape route showing all exits including windows and doors, emergency phone numbers and your address must be in a glass frame and mounted in a visible location.  A mounted fire extinguisher must be in each kitchen.  A mounted fire extinguisher must be available on each floor.  

• Interior doors in a B&B must have privacy locks and exterior doors (B&B or cottage) must have deadbolt locks

• B&B rooms, bathrooms (private or ensuite), and cottages must be for the exclusive use of guests

• Premises must have the appearance of cleanliness, and tidiness at all times (see checklist)

• Basic interior and exterior safety standards must be met
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To ensure that the SCBBCOA members maintain high accommodation standards for guests we provide an inspection process upon joining and every 3 years thereafter.  Areas of inspection include cleanliness, guest accommodations, safety features, amenities, management, and property appearance.  The cost of your first inspection is included in your yearly membership dues.  

You will be able to advertise in our brochure and on our website once you have passed our inspection.

It takes planning, work and time to set up an accommodation business.   To assist you in becoming a member of our organization, we encourage you to use the following information as a guide to our standards of practice.

If you require additional information or are uncertain please contact your membership representative prior to requesting an inspection.  Failure to meet all the mandatory requirements means that a re-inspection will be necessary at a cost of $50.00.
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WHEN YOU ARE READY FOR AN INSPECTION:

1. Login to the website, click on the gold bar and select 'Online payments' and pay for your 'New Member Inspection Fee' of $85.00.  This fee MUST be paid prior to your inspection.

2. Print the Evaluation & Performance Contract and Inspection Checklist (see buttons below) with separate pages for each bathroom, bedroom and kitchen to be inspected.



3. Complete the Description of your Accommodation

4. Complete the Standards Performance Contract

5. Have all your documentation ready for inspection

6. Ensure that you can meet all the mandatory items on the checklist. If you do not meet all mandatory criteria, another inspection will be required at an additional cost of $50.00.

7. Login to the SCBBCOA website, and click on 'online payments'.  Select 'New Member Inspection' and follow the prompts to pay your $85 inspection fee.
  
8. Contact your membership representative for an inspection.  

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E5 - NEW MEMBERSHIP INSPECTION

Policy
• All applicants for membership in the SCBBCOA must agree to comply with the SCBBCOA Standards as part of the application process.

• Applicants for membership must ensure all mandatory items are in compliance before making an appointment to have their accommodations evaluated.

• All applicants will have their accommodations evaluated by an inspector.

• SCBBCOA will assign members or an independent contractor to inspect and evaluate the accommodation using the Standards Evaluation Checklist.

• The items in the Standards Performance Contract and all mandatory items in the Standards Evaluation Checklist must be met.

• If the accommodation is not in compliance a re-inspection shall be required.  A re-inspection fee will be charged which must be paid prior to the re inspection.

• The inspector's report will be forwarded to the next Board meeting with a recommendation for approval or re-inspection.

Procedure

1. Applicant downloads Standards Evaluation Package, Standards Performance Contract and Standards Evaluation Checklist

2. Applicant arranges for a review by contacting membership@sunshinecoast.com

3. Assigned SCBBCOA member or contracted inspector will inspect and evaluate the accommodation with the applicant using the Standards Evaluation Checklist.  

4. The applicant signs the Standards Performance Contract.

5. The inspector signs the Standards Evaluation Checklist and completes recommendation particulars.

6. If applicant is not compliant with the Standards using the Standards Performance Contract and all mandatory items in the Standards Evaluation Checklist, the inspector will send written notice to the applicant within 7 days indicating changes required to ensure compliance with Standards and the cost of a second inspection.  The applicant shall comply with the Standards within 30 days of receiving the written notice of non compliance.

7. Applicant shall request a re inspection which shall be completed within 15 days.

8. If an applicant fails the re inspection the Bylaws and Standards Committee will recommend appropriate action be taken by the Board.

9. When the inspector is satisfied that Standards are complied with he/she will notify the Membership representative on the Bylaws and Standards Committee that the application is ready to be sent to the Board for approval.    

10. Once the Board has approved the membership, the applicant receives notice of approval via email from the Membership representative and the membership fee must be submitted to the treasurer.

11. The original evaluation package is forwarded to the Administrative Assistant for filing.
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E8 - ACCURACY IN ADVERTISING

Definition: Advertising is the information provided by an owner on any web presence or in any printed material for the purpose of marketing their accommodations and services.

Policy

• Inaccurate advertising can be brought to the attention of the Bylaws and Standards Committee (hereafter referred to as "the Committee")

1. by the inspector of the accommodations upon an initial or a 3rd    year inspection
2. upon receipt of a complaint by a guest or SCBBCOA member
3. at the request of the board

• Failure to comply with the SCBBCOA standards of advertising may result in a loss of membership.
• Where membership is withdrawn, Section E5 Standards Complaint Policy and Procedure Policy will apply.

Procedure

1. Bylaws and Standards Committee will review the written complaint and determine the course of action necessary, and the Chair will:  

a. Contact the member detailing the areas of concern and ask him or her to comply with accurate advertising as set out in the Standards
b. Make recommendations and suggestions to the member as to how he or she could more accurately reflect and enhance the marketing material

2.   If there is opposition to the request, or if no explanation or agreement is              reached within five days, the Chair of the Committee will bring the matter to the attention of the President and Vice President of the SCBBCOA.  The Bylaws and Standards Committee shall:

a. Send a letter signed by the Committee Chair requesting immediate compliance
b. Non-compliance of standards will result in the SCBBCOA web listing being taken down until the matter is resolved.
c. If there has not been a resolution within 14 days, the Committee will recommend appropriate action by the Board.

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E9  - ROTATIONAL INSPECTION  POLICY

A contracted inspector will be paid to perform rotational inspections on an SCBBCOA member's property(s) on a 3 (three) year basis, excluding those members who belong to Tourism BC.  
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E10 - COMPLAINT POLICY AND PROCEDURE

Policy

• Complaints must be submitted in writing to Box 1164, Sechelt BC V0N 3A4 or by email to president@bbsunshinecoast.com .

• President will forward all complaints to the Chair of the Bylaws and Standards Committee

• All complaints will be followed up within one week of receipt

• Response will be sent to mailing address or by email on record

• Membership in SCBBCOA may be withdrawn if member fails to comply with Standards


Procedure

1.  Upon receipt of written complaint, the President will notify the Chair of the Bylaws and Standards Committee and the complaint will be reviewed by the Committee.

2.  The Chair will contact the member to review the complaint and determine if it is appropriate to visit the property to ensure that the standards are being complied with.

3.  If it is determined, on review, that SCBBCOA Standards addressed in the complaint are not being complied with, the Member will receive written notification by mail and/or email of items to be addressed (corrected) and given 14 days in which to comply.  If required, an inspection shall be completed by a member of the Bylaws and Standards Committee.

4.  If the standards are not complied with and a re-inspection is required a fee will be charged.

5.  If a member fails the re-inspection the Committee will refer the matter to the board for appropriate action.

6.  The President will notify the complainant of steps taken to address complaint.