Guest Privacy & Discretion Playbook
Room numbers, VIP status, callers, media, and special occasions — what staff may never disclose.
Never disclose without authorization
• Room numbers announced in public areas
• Whether a guest is in-house (to unknown callers)
• Arrival/departure times, itineraries, or companion names
• Medical, dietary, or accessibility details beyond need-to-know colleagues
• Billing or rate plan details to third parties
Caller protocol
1. Do not confirm stay details to unverified callers.
2. Offer to take a message or connect via a method the guest controls.
3. Escalate unusual pressure or surveillance requests to MOD/security.
Special occasions
Execute flourishes discreetly unless the guest wants public celebration.
Photography
No guest photography for social media without clear consent. Property photography must not compromise guest dignity or privacy.
Forbes link
Courtesy & Manners + Sense of Luxury (discreet care) + guest trust that enables Five-Star personalization.
Internal training aid for Mr C Coconut Grove. Official ratings are awarded solely by Forbes Travel Guide.