HOTELS GUIDELINES FOR THE USE OF SOCIAL MEDIA

BY ACCOR EMPLOYEES IN ASIA PACIFIC

Apply to: All Accor employees in Asia Pacific, or employed by any Accor subsidiary, or associated with any of
our hotels, brands in Asia Pacific and NOT assigned as an Accor spokesperson.

All other global policies apply.

Objective: To set out the guidelines for all Accor employees to follow when engaging on Social Media in relation
to the Accor Group, Accor’ businesses and its competitors. The guidelines do not apply where employee is
engaging in Social Media with no reference to the Accor Group, Accor’ businesses and its competitors.

Valid from June 2014.

Validated by: Corporate Communication, Marketing, HR, Legal and Social Media departments.

Activities that affect your job performance, the performance of other Accor employees, or Accor’ business
interests and reputation are covered by company policies and guidelines. These apply whether or not you engage
in these activities in or outside of work, and whether or not you identify yourself as an Accor employee.

“Social Media” refers to forms of electronic communication (such as but not restricted to, social networks, micro-
blogging, Instant Messaging / Chat, blogs, forums, review websites, wiki-sites etc.) through which users create
online communities to share information, ideas, personal messages, and other content (such as pictures and
videos).

If you wish to express your opinion on Social Media on a topic related to Accor, its businesses, its brands, hotels,
employees or customers in the public sphere, it is important that you understand what is recommended,
expected and required, whether at work or on your own time.

It is strongly recommended not to post any reviews on any travel-related review websites (such as but
not restricted to TripAdvisor and other similar online travel agents and travel service providers) or forums,
referring to any individual Accor hotels or restaurants and any Accor brands including loyalty programs. Accor
doesn’t tolerate malicious, libellous or unfounded reviews on any Accor competitors’ facilities.

Reviews are most helpful when they provide genuine and unbiased advice. It is forbidden to create any fake
user accounts on any travel-related review websites (such as TripAdvisor) or forum; or post fake or biased
reviews of the entities or properties, as it will risk damaging the hotel’s credibility and review ranking.

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Should you have any issues with the service or product during your stay at an Accor hotel, we strongly
recommend you to contact the GM directly to give your feedbacks.

For any other activities performed on Social Media, you must follow the below guidelines:

1. Be yourself:
- Make very clear that you are an Accor/hotel employee and not a company spokesperson. Only
spokespersons officially appointed by Accor may officially express views on behalf of Accor and
its brands to the public domain.
- Do not misrepresent yourself. If you are not a vice president, do not say you are. Always be
upfront and honest; transparency is very important.
- Establish that all opinions are your own and not Accor’. Use “I think…” instead of “At Accor, we
think…” Use a disclaimer like "The postings on this site are my own and do not necessarily
represent the position, strategy or opinions of Accor and its brands".
- The use of a fake, anonymous or stolen identity is not acceptable (and may be a criminal
offense). Remember that even so-called “anonymous” postings under a pseudonym can be
traced back to you and/or Accor. Always express your affiliation to Accor.

2. Foster Accor values:

- Accor does not tolerate discrimination of any kind, including age, gender, race, colour, creed,
religion, ethnicity, sexual orientation, national origin, citizenship, disability, marital status or any
other legally recognised protected basis covered under federal, state or local laws and
regulations.
- Always be respectful and considerate; ensure that your comments are never impolite or
inappropriate. It goes without saying that you must never send any message or post any content
that is offensive, defamatory, discriminatory, degrading, disrespectful, amoral or contrary to
public order.
Furthermore, avoid all content that is racist, incites hatred or is strongly ideological, homophobic
and pornographic, or encourages sexual tourism.
- Be careful when discussing controversial topics like politics and religion. Show respect for others’
opinions. It’s a small world and we are a global company. Remember that what you say can be
seen by customers and employees all over the world and something you say in one country
might be inaccurate or offensive in another.
- Do not directly respond to an offensive or negative post by a customer; this is a no-win situation.
Immediately alert the Customer Care or Social Media departments or the hotel concerned to take
action.

3. Respect copyright:
- Just because something is online doesn’t mean it is fair game for copying (text, music, pictures,
videos, etc…). It is the owner's choice to share his/her material with the world, not yours. Before
posting/sharing someone else's work always check with them first and get written permission.
Taking such steps to obtain the owner’s permission will prevent any possible law suits against
you for unauthorised use of someone else’s content and materials. For avoidance of doubt, this
does not prevent you from sharing articles on Social Media that are allowed to be shared by the
websites of the newswires (Bloomberg, the BBC News, etc…).
- Do not use any logos or images trademarked by Accor unless as part of your job with Accor.

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 - Do not use (by reproducing, copying, using, releasing, altering or adapting) logos, creations,
videos, photographs, etc. belonging to others, without first obtaining prior authorisation (written
consent) from the owner or holder of the intellectual property rights concerned. This includes
anything taken off Accor Intranet. If you do not know the owner or holder of the intellectual
property rights, you should take reasonable steps to find out, otherwise to err on the side of
caution you should not use the content as it could expose you to law suits against you.
It is forbidden to create an account or to publish/edit a social media page without prior approval
from the regional Social Media and Corporate Communication Department.

4. Privacy matters:
- Do not use or discuss any personal information regarding customers (including vendors, partners
and hotel guests) in the public sphere. Always take such discussions off-line. For avoidance of
doubt, private information will include personal details such as telephone numbers, address,
credit card and bank account details etc…).
- This also goes for co-workers; do not give out personal information. Basically, if you find yourself
wondering if you can talk about something online, don’t!
- Accor does not want information shared that isn’t meant to be public. Don’t talk about financial
information, strategies, forecasts, legal issues, developments, future promotional activities,
sales trends, suppliers, partners, contracts, etc. Copy of the Intranet, anything labelled “internal
use only” and signed confidentiality agreements should be kept strictly private. If you have any
doubts concerning the nature of the information involved, do not disclose it and first consult your
reporting manager before posting/sharing.

5. Use common sense:

- Your job always comes first. Unless you are an authorised Social Media Manager, don’t let social
media affect your job performance.
- There’s really no such thing as “delete” on the Internet, so please think twice before posting.
- Only publish information that is within your area of expertise.
- Using your public persona to trash or embarrass your employer, customers, co-workers or guests
is not acceptable and might be subject to legal prosecution in some countries.
- You are personally responsible for all the content and user-generated media you publish online.

If you have any questions or concerns, please contact socialmedia.apac@accor.com.

I, _______________________________, NRIC NO / PASSPORT NO. ____________________________,

hereby acknowledge that I have read and understood the contents of the Social Media Guidelines. I agree to
follow the terms of the Social Media Guidelines as set out above and as modified from time to time. I also
acknowledge that failure to adhere to the Social Media Guidelines may result in disciplinary actions.

_____________________________ __________________

Employee Signature Date