Constance Hotels Services Limited | Annual Report 2025

ANNUAL REPORT 2025

59

Quality of Service

3.5 Waste Management and Emissions

– Safely disposing of hazardous waste such as batteries, electrical and electronic equipment, and fluorescent bulbs and tubes – Organising and supporting environmental clean-up initiatives in surrounding areas.

Food Waste Management

CHSL is committed to environmental sustainability, as demonstrated by its efforts to reduce food waste.

Our continued partnership with Parley helps us recycle plastic waste into usable products, such as tennis shoes.

Going beyond waste reduction, our properties have embraced innovation through the launch of the Food Intel Tech (FIT) food waste monitoring programme in April 2022. This initiative not only reflects our efforts to minimise our ecological footprint but also demonstrates a progressive approach to adopting advanced technologies to address sustainability challenges.

4. QUALITY OF SERVICE 4.1 The Quality Journey

4.2 Constance Hotels & Resorts

The initiative aims to mobilise the global tourism sector towards collective action against plastic pollution, led by the United Nations Environment Programme.

A Global Review Index of 95.8 in 2025

Commitments by 2030:

Constance Hotels & Resorts (CHR) monitors guest reviews across online travel agencies, review platforms and social media through the ReviewPro platform, with the objective of continuously enhancing its GRI. This approach is underpinned by the established correlation between reputation performance and financial outcomes, with research from Cornell University indicating that each incremental improvement in reputation score is associated with increases in average daily rate, revenue per available room and occupancy. TripAdvisor and Booking.com remain the most influential review platforms. CHR’s properties continue to achieve strong positioning, with properties consistently ranked within the top three in their respective destinations across Mauritius, the Seychelles and the Maldives. CHR achieved a GRI of 95.8 in 2025. This performance reflects continued improvement over recent years, notwithstanding the inclusion of two additional properties in 2024, Constance Sakoa Boutik and Constance Tekoma, which impacts direct comparability. While the hospitality industry typically records GRI scores in the range of 70 to 80, only top performing hotels achieve scores between 92 and 95. All properties within Constance Hotels & Resorts achieve or exceed a score of 93, with six resorts reaching between 96 and 99.5, positioning them within the highest tier globally. Further reinforcing this performance, a dedicated ReviewPro benchmarking analysis ranks Constance Hotels & Resorts fourth among 24 small luxury hotel chains worldwide based on GRI performance. This sustained level of performance reflects both the consistent delivery of high-quality guest experiences and targeted efforts to increase the volume and quality of guest feedback. Reviews are systematically analysed and used as a foundation for continuous improvement.

In 2025, CHSL maintained a strategic focus on guest centricity, underpinned by a disciplined approach to listening, observation and insight generation, and their systematic translation into measurable quality improvements across operations. It is important to note that 2025 performance reflects an expanded operational scope, with the inclusion of three additional properties, Constance Sakoa Boutik, Constance Tekoma and C Rodrigues- Mourouk, following their integration into CHSL’s property portfolio. This change in scope should be considered when analysing year on year trends, as it affects comparability while also evidencing CHSL’s continued growth. At CHSL, quality is structured around five core principles: observe, collect, analyse, improve and delight. This framework is reinforced through the consistent application of the Constance Minimum Standards, Leading Hotels of the World standards and, from 2025, Forbes Travel Guide standards across three flagship resorts: Constance Prince Maurice, Constance Halaveli, Maldives, and Constance Lemuria, Seychelles. Performance is monitored daily through the ReviewPro platform, with tracking of Global Review Index (GRI) and Guest Satisfaction Survey (GSS) scores, complemented by semantic analysis to identify recurring themes and inform targeted corrective actions. This is further supported by a structured audit framework comprising quarterly mystery reservation audits, annual on-site audits, regular internal reviews and Forbes Travel Guide audits conducted in 2025 for three resorts. As a result, CHSL maintained strong GSS performance at a corporate level, despite ongoing operational pressures across the hospitality industry.

Local Food and Composting

– Eliminate problematic or unnecessary plastic packaging items – Take action to phase out single-use plastic products – Engage the value chain to ensure that plastic packaging is reusable, recyclable or compostable – Increase the recycled content across all plastic packaging and related materials – Commit to collaboration and investment to improve recycling and composting rates for plastic – Report publicly and annually on progress made towards these targets. CHSL remains committed to minimising its carbon footprint and has aligned its actions with the United Nations Framework Convention on Climate Change (UNFCCC) and the Paris Agreement. This is achieved by integrating the Hotel Carbon Measurement Initiative (HCMI) methodology into its monthly reporting processes to monitor and reduce carbon emissions more effectively, while contributing to SDG 13: Climate Action. Emissions

Local food is sourced ethically and in line with fair trade practices, including coffee, while our Chefs’ gardens continue to supply fresh aromatic herbs. Partnerships with local suppliers and farmers have helped us implement practical initiatives such as take-back policies for egg trays and vegetable crates. Leftover food is reused by pig farms, and excess food is stored under appropriate conditions for distribution to local communities in need. Remaining food waste, primarily biodegradable, is composted on site for use in our gardens. We generate a significant amount of waste, which constitutes a major pollutant affecting both the environment and public health. Through our 4Rs Waste Management Programme—refuse, reduce, reuse and recycle—we aim to reduce our environmental impact by: – Limiting the use of disposable packaging for hotel supplies – Using biodegradable products and materials wherever possible – Limiting individual packaging of hygiene products in guest rooms – Organising the sorting and separation of recyclable waste – Collecting and recycling cooking oil for permitted uses; – Separating and collecting grease from food waste; – Organising the recycling of materials such as paper, cardboard, glass, plastic packaging, metal cans, ink cartridges, restaurant organic waste and green waste; – Engaging in projects with local communities to promote the reuse of recycled materials Global Tourism Plastic Initiative