National Association of Vacation Rental Properties This Code of Ethics and Professional Conduct describes the expectations that we have of ourselves and our fellow practitioners in the vacation rental community. It articulates the ideals to which we aspire as well as the behaviors that are mandatory in our professional and volunteer roles. The purpose of this Code is to inspire confidence in the vacation rental profession and to help an individual become a better practitioner. We do this by establishing a profession-wide understanding of appropriate behavior. We believe that the credibility and reputation of the vacation rental profession is shaped by the collective conduct of individual vacation rental owners. We believe that we can advance our profession, both individually and collectively, by embracing this Code of Ethics and Professional Conduct. We also believe that this Code will assist us in making wise decisions, particularly when faced with difficult situations where we may be asked to compromise our integrity or our values. Our hope that this Code of Ethics and Professional Conduct will serve as a guide for others to study, deliberate, and write about ethics and values. Further, we hope that this Code will ultimately be used to build upon and evolve our profession as vacation rental property owners.
Code of Ethics and Professional Conduct
CHAPTER 1. VISION AND APPLICABILITY
1.1 Vision and Purpose
As Professionals of the National Association of Vacation Rental Properties (NAVRP), we are committed to doing what is right and honorable. We set high standards for ourselves and we aspire to meet these standards in all aspects of our lives—at work, at home, and in service to our profession.
1.2 Persons to Whom the Code Applies
The Code of Ethics and Professional Conduct applies to:
1.2.1 All National Association of Vacation Rental Property (NAVRP) Members
1.2.2 Individuals who are not members of NAVRP but meet one or more of the following criteria:
1. Non-members who hold a NAVRP certification or Accreditation
2. Non-members who apply to commence a NAVRP certification
3. Non-members who serve NAVRP in a volunteer capacity
1.3 Structure of the Code
The Code of Ethics and Professional Conduct is divided into sections that contain standards of conduct which are aligned with the four values that were identified as most important to the vacation rental community. Some sections of this Code include comments. Comments are not mandatory parts of the Code, but provide examples and other clarification. Finally, a glossary can be found at the end of the standard. The glossary defines words and phrases used in the Code. For convenience, those terms defined in the glossary are underlined in the text of the Code.
1.4 Values that Support this Code
Professionals from the vacation rental community were asked to identify the values that formed the basis of their decision making and guided their actions. The values that the vacation rental community defined as most important were: responsibility, respect, fairness and honesty. This Code affirms these four values as its foundation.
1.5 Objective and Mandatory Conduct
Each section of the Code of Ethics and Professional Conduct includes both objective standards and mandatory standards. The objective standards describe the conduct that we strive to uphold as Vacation Rental Professionals. Although adherence to the objective standards is not easily measured, conducting ourselves in accordance with these is an expectation that we have of ourselves as professionals—it is not optional.
The mandatory standards establish firm requirements, and in some cases, limit or prohibit professional behavior. Professionals who do not conduct themselves in accordance with these standards will be subject to revocation of services and monies allocated for services. As a professional any and all cases are to be addressed in a professional manner and upheld that way.
Comment: The conduct covered under the objective standards and mandatory standards are not mutually exclusive; that is, one specific act or omission could violate both objective and mandatory standards.
CHAPTER 2. RESPONSIBILITY
2.1 Description of Responsibility
Responsibility is our duty to take liability for the decisions we make or fail to make, the actions we take or fail to take, and the consequences that result.
2.2 Responsibility: Objective standards
As professionals in the vacation rental community:
2.2.1 We make decisions and take actions based on the best interests of vacation rental property owners, public safety, and the vacation rental property.
2.2.2 We accept all vacation renters or tourists of all national origins, race, ethical background, religion and handicap persons. These are all to be treated as individuals who will rent a vacation rental property
2.2.3 We fulfill the commitments that we undertake – we do what we say we will do.
2.2.4 When we make errors or miscalculations, we take full liability and make corrections promptly. When we discover errors or miscalculations caused by others, we communicate with them as soon as they are discovered. We accept accountability for any issues resulting from our errors or miscalculations and any resulting consequences.
2.2.5 We protect proprietary or confidential information that has been entrusted to us.
2.2.6 We uphold this Code and hold each other accountable to it.
2.3 Responsibility: Mandatory Standards
As professionals in the vacation rental community, we require the following of ourselves and our fellow practitioners:
Regulations and Legal Requirements
2.3.1 We inform ourselves and uphold the policies, rules, regulations and laws that govern our work, professional, and volunteer activities.
2.3.2 We report unethical or illegal conduct to appropriate management and, if necessary, to those affected by the conduct.
Comment: These provisions have several implications. Specifically, we do not engage in any illegal behavior, including but not limited to: theft, fraud, corruption, embezzlement, or bribery. Further, we do not take or abuse the property of others, including intellectual property, nor do we engage in slander or libel. In property management seminars with practitioners from around the globe, these types of illegal behaviors were mentioned as being problematic.
As practitioners and representatives of our profession, we do not condone or assist others in engaging in illegal behavior. We report any illegal or unethical conduct to the proper authorities. Reporting is not easy and we recognize that it may have negative consequences. Since recent corporate scandals, many organizations have adopted policies to protect professionals who reveal the truth about illegal or unethical activities. Some governments have also adopted legislation to protect professionals who come forward with the truth.
Ethics Complaints
2.3.3 We bring violations of this Code to the attention of the appropriate body for resolution.
2.3.4 We only file ethics complaints when they are substantiated by facts.
Comment: These provisions have several implications. We cooperate with NAVRP concerning ethics violations and the collection of related information whether we are a complainant or a respondent. We also abstain from accusing others of ethical misconduct when we do not have all the facts. Further, we pursue disciplinary action against individuals who knowingly make false allegations against others.
2.3.5 We pursue disciplinary action against an individual who retaliates against a person raising ethics concerns.
CHAPTER 3. RESPECT
3.1 Description of Respect
Respect is our duty to show a high regard for ourselves, others, and the resources entrusted to us. Resources entrusted to us may include people, money, reputation, the safety of others, and natural or environmental resources.
An environment of respect engenders trust, confidence, and performance excellence by fostering mutual cooperation — an environment where diverse perspectives and views are encouraged and valued.
3.2 Respect: Objective standards
As professionals in the vacation rental community:
3.2.1 We inform ourselves about the norms and customs of others and avoid engaging in behaviors they might consider disrespectful.
3.2.2 We listen to others’ points of view, seeking to understand them.
3.2.3 We approach directly those persons with whom we have a conflict or disagreement.
3.2.4 We conduct ourselves in a professional manner, even when it is not reciprocated.
Comment: An implication of these provisions is that we avoid engaging in gossip and avoid making negative remarks to undermine another person’s reputation. We also have a duty under this Code to confront others who engage in these types of behaviors.
3.3 Respect: Mandatory Standards 3.3.1 We negotiate in good faith.
3.3.2 We do not exercise the power of our expertise or position to influence the decisions or actions of others in order to benefit personally at their expense. 3.3.3 We do not act in an abusive manner toward others.
As professionals in the vacation rental community, we require the following of ourselves and our fellow professionals:
3.3.4 We respect the property rights of others while using the vacation property.
CHAPTER 4. FAIRNESS
4.1 Description of Fairness
Fairness is our duty to make decisions and act impartially and objectively. Our conduct must be free from competing self interest, prejudice, and favoritism.
4.2 Fairness: Objective standards
As professionals in the vacation rental community:
4.2.1 We demonstrate transparency in our decision-making process.
4.2.2 We constantly reexamine our impartiality and objectivity, taking corrective action as appropriate.
Comment: Research with professionals indicated that the subject of conflicts of interest is one of the most challenging faced by our profession. One of the biggest problems practitioners report is not recognizing when we have conflicted loyalties and recognizing when we are inadvertently placing ourselves or others in a conflict-of-interest situation. We as professionals must proactively search for potential conflicts and help each other by highlighting each other’s potential conflicts of interest and insisting that they be resolved.
4.2.3 We provide equal access to information to those who are authorized to have that information.
4.2.4 We make opportunities equally available to qualified candidates.
4.3 Fairness: Mandatory Standards
As professionals in the vacation rental community, we require the following of ourselves and our fellow professionals:
Conflict of Interest Situations
4.3.1 We proactively and fully disclose any real or potential conflicts of interest to the appropriate stakeholders.
4.3.2 When we realize that we have a real or potential conflict of interest, we refrain from engaging in the decision-making process or otherwise attempting to influence outcomes, unless or until: we have made full disclosure of the conflict; we have an approved argumental plan; and we have obtained the consent to proceed. Further, even if we believe that we can set aside our divided loyalties and make decisions impartially, we treat the appearance of a conflict of interest as a professional decision and follow the provisions described in the Code. Favoritism and Discrimination
Comment: A conflict of interest occurs when we are in a position to influence decisions or other outcomes on behalf of one party when such decisions or outcomes could affect one or more other parties with which we have competing loyalties. For example, when we are acting as an employee, we have a duty of loyalty to our employer. When we are acting as a NAVRP member, we have a duty of loyalty to the vacation rental community. We must recognize these divergent interests and refrain from influencing decisions when we have a conflict of interest.
4.3.3 We do not hire or fire, reward or punish, or award or deny rentals based on personal considerations, including but not limited to, favoritism, nepotism, or bribery.
4.3.4 We do not discriminate against others based on, but not limited to, gender, race, age, religion, disability, nationality, or sexual orientation.
4.3.5 We apply the rules of the organization (employees, property management, or other group) without favoritism or prejudice.
CHAPTER 5. HONESTY
5.1 Description of Honesty
Honesty is our duty to understand the truth and act in a truthful manner both in our communications and in our conduct. By providing honesty, we gain respect from other professionals.
5.2 Honesty: Objective standards 5.2.1 We earnestly seek to understand the truth.
5.2.2 We are truthful in our communications and in our conduct.
5.2.3 We provide accurate information in a timely manner. This includes having the courage to share bad news even when it may be poorly received. Also, when outcomes are negative, we avoid burying information or shifting blame to others. When outcomes are positive, we avoid taking credit for the achievements of others. These provisions reinforce our commitment to be both honest and responsible.
5.2.4 We make commitments and promises, implied or explicit, in good faith.
5.2.5 We strive to create an environment in which others feel safe to tell the truth.
5.3.1 We do not engage in or condone behavior that is designed to deceive others, including but not limited to, making misleading or false statements, stating half-truths, providing information out of context or withholding information that, if known, would render our statements as misleading or incomplete.
5.3.2 We do not engage in dishonest behavior with the intention of personal gain or at the expense of another. APPENDIX A
Process Used to Create This Standard
The first step in the development of this Code was to understand the ethical issues facing the vacation rental community and to understand the values and viewpoints of professionals from all regions of the globe. This was accomplished by a variety of emails including group discussions and internet surveys involving professionals, members, volunteers, and people owning vacation rental properties. Additionally, the team analyzed the ethics codes of profit and non-profit associations from various regions of the world, researched the best practices in the development of ethics standards, and encouraged our team to create ethics-related terms and guides to fit that of NAVRP’s strategic plan.
Through extensive research conducted, provided the backdrop for developing the draft of the NAVRP’s Code of Ethics and Professional Conduct. The rigorous, standards development processes established by the American National Standards Institute were followed during the development of the Code because these processes were used for standard development projects across the nation and were deemed to represent the best practices for obtaining information on Code of Ethics and Conduct.
The result of this effort is a Code of Ethics and Professional Conduct that not only describes the ethical values to which the vacation rental community aspires, but also addresses the specific conduct that is mandatory for every individual bound by this Code. Violations of the NAVRP Code of Ethics and Professional Conduct may result in sanctions by NAVRP under the ethics Case Procedures. APPENDIX B
B.1 Glossary
Abusive Manner. Conduct that results in physical harm or creates intense feelings of fear, humiliation, manipulation, or exploitation in another person.
Conflict of Interest. A situation that arises when a professional is faced with making a decision or doing some act that will benefit the professional themselves or another person or organization to which the professional owes a duty of loyalty and at the same time will harm another person or organization to which the professional owes a similar duty of loyalty. The only way professionals can resolve conflicting duties is to disclose the conflict to those affected and allow them to make the decision about how the professional should proceed.
Duty of Loyalty. A person’s responsibility, legal or moral, to promote the best interest of an organization, association or other person with whom they are affiliated.
National Association of Vacation Rental Properties (NAVRP). The totality of the National Association of Vacation Rental Properties, including its committees, groups, and chartered components such as chapters and specific interest groups.
NAVRP Member. A person who has joined the National Association of Vacation Rental Properties as a member.
Professional.. A person engaged in an activity that contributes to the National Association of Vacation Rental Properties, portfolio, or program, as part of the Vacation Rental Profession NAVRP Volunteer. A person who participates in NAVRP sponsored activities, whether a member of the Association or not.
As professionals in the vacation rental community:
Comment: An implication of these provisions is that we take appropriate steps to ensure that the information we are basing our decisions upon or providing to others is accurate, reliable, and timely.
5.3 Honesty: Mandatory Standards
As professionals in the vacation rental community, we require the following of ourselves and our fellow professionals:
Comment: The objective standards exhort us to be truthful. Half-truths and non-disclosures intended to mislead vacationers are as unprofessional as affirmatively making misrepresentations. We develop credibility by providing complete and accurate information to the best of our knowledge to our clients.