2021
ΕΚΘΕΣΗ ΒΙΩΣΙΜΟΤΗΤΑΣ 2021
SUSTAINABILITY
REPORT

2
ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
CONTENTS  |  MESSAGE  | ABOUT THE REPORT  | SUSTAINABLE HOSPITALITY  | SUSTAINABLE OPERATION  | FOR THE ENVIRONMENT  | FOR THE SOCIETY
Message from the CEO	
04
About the Report	
05
Sustainable Hospitality	
06
About the Group	
07
Contribution to the national economy	
12
Sustainable development strategy	
13
Awards	
14
Sustainable Operation	
15
Corporate Governance	
16
Data security policy	
17
Health and safety	
18
Certifications	
19
For the Environment	
20
Water	
21
Reduction of carbon footprint	
22
GHG Emissions	
23
Waste	
24
Recycling	
26
Sustainable Hotel Farming	
27
Planted rooftops	
28
Coastal and marine biodiversity	
28
For the Society	
29
Employees	
30
Contribution to employment	
31
Education	
32
Suppliers	
33
Guests	
37
Social contribution	
38
CONTENTS

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ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
BETTER
TOMORROW
FOR A
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ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
DEAR READERS  
The unprecedented conditions that were created by 
the pandemic as a manifestation of the climate crisis 
that we are experiencing, and the new challenges 
that are emerging in relation to the management 
of our planet’s natural and energy sources, bring 
sustainability to the forefront, making it a concept 
of vital importance. The future of humanity can 
only be green. It is not a matter of choice. A green, 
sustainable tomorrow is imperative.
This is a major vindication for the Metaxa Hospitality 
Group. What appeared to be merely a romantic 
outlook in 1999, when we – as a Group – prepared 
our first sustainability report, is now the realistic view. 
We are therefore proud of this long journey, during 
which we have shown our consistent dedication 
to sustainable development, having horizontally 
implemented sustainability across all our activities. 
Recorded in the Sustainability Report for 2021 are 
long-standing and new innovative initiatives that we 
implement at our hotels for society, the economy, the 
environment – and we highlight the best practices 
that we follow for our people, the market and society 
as a whole. 
We reaffirm the Group’s strategic orientation, which 
is to minimise the environmental footprint that our 
activities have on nature and to maximise our positive 
footprint at the destinations where we operate. 
Sustainability is an long-term challenge. It is met 
day by day, year by year. We want every sustainability 
report to be a step further towards achieving new 
goals of higher added value. That is why we are 
always in dialogue with local communities and their 
people, so that we can constantly enrich our actions 
and respond responsibly to new needs. This is what 
encourages us and inspires us as we travel the path 
of sustainable hospitality. 
We will unwaveringly continue on this trajectory 
for the years to come. The new age is giving new 
meaning to hospitality, and this must come from the 
heart. Only when this notion is genuine can it create 
the unique, authentic experience that our guests 
deserve, sustainability for our environment, and 
wellbeing and cohesion for our local communities.
I hope you enjoy this report.
MESSAGE FROM THE CEO
Andreas N. Metaxas
CEO, Metaxa Hospitality Group
A LONG-TERM 
CHALLENGE
SUSTAINABILITY
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ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
This publication constitutes the annual Sustainable 
Development Report of the Metaxa Hospitality 
Group. 
The Report describes the responsible business 
practices as well as the results of the programmes 
implemented in the context of the Group’s 
Sustainable Development strategy for the financial 
year 2021, by incorporating Environmental, Social, 
and Governance (ESG) criteria into its business 
philosophy.
The Report aims to present how we manage the 
impact of our practices on the economy, the 
environment, and society according to the new GRI 
Standards and the UN Sustainable Development 
Goals. 
The data included in this Report present the Group’s 
activity in providing services in the tourism sector, 
taking into account the operation of the three hotels 
in Crete and Santorini, as well as the convention 
centre. 
This publication has been internally reviewed by the 
Group’s Sustainability Committee.
We would like your comments regarding the initiatives 
we are taking in the Sustainable Development sector. 
Metaxa Hospitality Group
+30 2897027136
info@metaxahospitality.gr
ABOUT THE REPORT
COMMUNICATIONS WITH THE STAKEHOLDERS
ENVIRONMENT
SOCIETY
GOVERNANCE
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ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
HOSPITALITY
GREECE
SUSTAINABLE 
WE CREATE 
EXPERIENCES 
THAT SHOWCASE 
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ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
YEARS 
MILESTONES
HOSPITALITY
GROUP 
WITH ETHOS, PASSION 
  AND VISION
LEADING
The Metaxa Hospitality Group is a leading hospitality Group known for its ethos, passion and vision.
 
It was founded in Crete in 1975 by Nikolaos Metaxas and consists of the Creta Maris Beach Resort 5*  
in Hersonissos, Heraklion (the Group’s first hotel), the TUI Magic Life Candia Maris 5* in Amoudara,  
Heraklion, the Santo Maris Oia Luxury Suites & Spa 5* on Santorini, as well as a convention centre,  
one of the largest in Greece, which is also in Hersonissos. 
Opening of Creta 
Maris Beach Resort  
in Hersonissos, 
Heraklion 
Opening of Tui 
Magic Life Candia 
Maris in Amoudara, 
Heraklion 
Opening of 
Santo Maris Oia 
Luxury Suites 
& Spa in Oia, 
Santorini 
ABOUT THE GROUP
VALUE 
CIRCLE 
Dedicated  
to providing  
authentic hospitality 
experiences
Sustainability 
is a timeless 
priority
We dare  
to reshape  
the future 
We feel a 
responsibility  
to give back  
to society
We ethically  
stand by  
our partners
Our people  
are our strength
1975
2016
1995
VALUE CIRCLE 
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ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
A FLAGSHIP HOTEL BY THE SEA,  
AN EPITOME OF HOSPITALITY  
WITH HEART AND SOUL
www.cretamaris.gr
AUTHENTIC 
CRETAN  
HOSPITALITY
1975
150,000m2
681
Hersonissos 
Crete 
30,449m2
Opening 
year
Area
Rooms
Location
Green areas
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ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
ON THE SANDY BEACH OF 
AMOUDARA, CLOSE TO THE CITY  
OF HERAKLION
www.candiamaris.gr
HOLIDAYS  
WITH AN EMPHASIS ON 
ENTERTAINMENT AND SPORTS
1995
80,000m2
2,000m2
320
Amoudara 
Heraklion 
Crete 
Opening 
year
Area
Wellness centre
Rooms
Location
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18,427m2
Green areas

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ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
FROM DAWN  
TO DUSK 
SIMPLY 
MAGICAL 
AN IDYLLIC AND TRANQUIL 
LUXURIOUS PRIVATE “HAVEN”  
ON SANTORINI, WITH BREATHTAKING 
SUNSET VIEWS
www.santomaris.gr
2016
30,000m2
65
Oia, Santorini 
Cyclades 
Opening  
year
Area
Suites & Villas
Location
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2,053m2
Green areas

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ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
A GLOBAL  
MEETING 
POINT
THE LARGEST CONVENTION CENTRE  
IN CRETE OFFERS UNIQUE SERVICES  
AND SPACE FLEXIBILITY
www.conference-greece.com
2000 
6,000m2
28
11
Hersonissos 
Crete
Opening  
year
Area
Halls
Ancillary Halls 
Location
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ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
GROWTH
WITH STEADY 
The Group presents a significant annual growth rate. Although the economic performances of the industry’s enterprises 
continued to mark a decline in 2021 due to the restrictions of the COVID19 pandemic, the Group continued to invest  
steadily through its activities in order to assist and support the progress of local communities and to contribute  
to the domestic tourism product. 
CONTRIBUTION TO THE NATIONAL ECONOMY
€32,815,430
€5,482,864
€33,426,285
€26,150,135
€7,276,149
TAXES
TOTAL INCOME
OPERATION 
COSTS
TOTAL EXPENSES
DISTRIBUTION  
OF SOCIAL PRODUCT
€20,849,932
€516,369
Operating expenses 
Other expenses and losses
€4,783,834
€3,351,938
€3,811,472
€1,609,470
€-1,898,535
€401,804
Food & drink consumption 
 Payroll 
Insurance 
contribution 
State
Intra-business 
parameters 
Municipal Fees 
TURNOVER
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ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
The European Union’s call for climate neutralization requires changes in the corporate governance of industries, including  
the hospitality industry. At the same time, sustainability is the “new normal” for the tourism sector, as stated by the World Tourism 
Organization. At Metaxa Hospitality, we recognise key urgent needs and emerging global needs. Therefore, we have developed  
a personalised guide to building and implementing Sustainable Governance with a ‘think global’ - ‘act local’ mindset and a 2030 
horizon.
We ensure that our business practices comply 
with the following critical elements for the green 
transition of our hospitality services:
In-depth understanding of the 
supply chain:
We design, invoice, approve and 
implement the understanding of the 
supply chain. It is one of the key 
orientations for the transition to 
regenerative hospitality services.
Measuring our impact:
We are ethically and responsibly 
redesigning luxury.
Defining our social footprint:   
We seek opportunities for 
improvement and measure 
achievements which could benefit 
reporting and communication and 
the selection of suppliers.
Green transition through our guests’ 
experience: 
We encourage the transformation 
of our guests’ mindset through an 
evolving hotel identity.
SUSTAINABLE DEVELOPMENT STRATEGY
BUILDING SUSTAINABLE 
GOVERNANCE
360Ο
ROADMAP
1
2
3
4
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Powered by

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ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
AWARDS
2021
Tripadvisor 
Travelers’ 
Choice 
HotelsCombined 
2021 
9,1 Rated 
by guests
Hotels.com 
Loved by Guests  
All Inclusive 
Winner
HolidayCheck  
2021 Award
Schauinsland 
reisen  
Top Hotel 
Partner Award
Booking.com 
 9,1/10 
Traveller Review 
Awards 2021
Top 10 Hotels 
for families  
in Crete 2021
Travelmyth 
World Travel Awards  
Top 5 5 star 
Hotels in 
Crete 2021
Extra Health 
& Safety 
Measures have 
been taken
Top 10 Hotels 
in Crete 2021
Greece’s Leading 
All-Inclusive 
Resort
Greece’s Leading 
Beach Resort
World Travel Awards  
Greece’s Best 
Resort Spa  
Europe’s Leading 
Boutique Resort
World’s Leading 
Boutique Resort
Greece’s Leading 
Island Villas
Athinorama 
Greek Cuisine 
Awards
Tripadvisor 
Travellers’ Choice
TUI 
Top Quality 
CRETA MARIS 
BEACH RESORT
TUI MAGIC LIFE 
CANDIA MARIS
SANTO MARIS
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ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
WE OPERATE 
RESPONSIBLY 
OPERATION
SUSTAINABLE
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ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
The Metaxa Hospitality Group’s sustainable development issues are discussed  
with management via the Group’s Sustainability Committee, which assists in fulfilling 
the responsibility for the formulation of policies, strategies, and programmes that 
touch on the Group’s Sustainable Governance.
The Committee...
CORPORATE GOVERNANCE
Sustainability Committee
14
Members
Monitors, reviews, and evaluates  
the Group’s sustainability performance, taking the 
consequences of its decisions and actions into consideration. 
Examines, analyses, and contributes  
to the relevant internal adaptations and the Group’s additional 
sustainable governance actions. 
Reviews the sustainability goals  
that have been set by the Group from time to time and 
monitors the Group’s progress with respect to these goals. 
Provides with advice 
the Board of Directors in relation to the determination, 
assessment, and management of sustainable development-
related risks, indicatively including climate change and food 
security.
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Chairman	
Andreas Metaxas	
CEO
Deputy Chairman	
Konstantinos Triantafyllis	
Marketing & PR Director
Member 	
Giorgos Skouras 	
CFO
Member 	
Giannis Metaxas 	
Chief Asset Management Officer
Member 	
Manos Bormpoudakis	
COO  
Member 	
Nikos Vlasiadis 	
General Manager, Creta Maris Beach Resort
Member 	
Serafeim Karouzakis 	
General Manager, TML Candia Maris 
Member 	
Christos Seizis 	
General Manager, Santo Maris Oia Luxury Suites & Spa 
Member 	
Nikos Sfakianakis 	
Sales Director & Development Consultant
Member 	
Barelier Laurent	
Revenue Director 
Member 	
Loula Metaxa 	
HR Manager
Member 	
Christos Kouteranis 	
Property Manager
Member 	
Giorgos Gatzilakis 	
Project Manager Capital Markets
Member 	
Sotiris Bampagiouris 	
CEO, Local Food Experts s.c.e.

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ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
Respecting people’s privacy and rights is paramount for the Group. Information systems 
must be protected to the highest possible degree; therefore, we implement the following 
Data Security Policy, which aims at ensuring confidentiality and guarantees that the 
information systems work properly. 
Technical and organisational measures
• Our data are not exposed beyond our 
organisation, but are stored in private 
servers which are not accessible to third 
parties. 
• The ICT department constantly strengthens 
the data security level by implementing 
various methods, techniques, and practices. 
• We rank information depending on its 
significance and value. 
• We have adopted necessary measures 
aimed at securing information during 
processing, storage, and sharing of 
information. 
• The ICT department has defined the 
procedure for dealing with security issues 
or incidents. 
• We have put a mechanism in place to 
ensure business continuity in case of 
disruption or destruction of the information 
systems. 
• We have appointed a security information 
officer (SIO), who supervises, monitors, 
audits, and updates all the measures that 
are taken. The officer also controls and 
monitors the present policy and procedures 
relating to the security of data and takes 
the necessary measures to eliminate risks 
with reference to availability, integrity, and 
confidentiality of data that is processed by 
the Group. 
• We have established the appropriate 
organisational structure for monitoring data 
security issues. 
• We have communicated specific instructions 
(Data Security Manual) to our employees in 
order to raise awareness and to train those 
involved in the data procedure, so as to 
mitigate the risk of security incidents to the 
greatest extent. 
• All employees who have access to 
information and/or personal data have 
signed confidentiality agreements and 
are bound by the obligation to maintain 
confidentiality and to respect and 
implement the Personal Data Policy and the 
Data Security Policy.
At the Group, we recognise the importance 
of personal data protection; therefore, we 
implement the General Data Protection 
Regulation (GDPR) and process personal data 
in accordance with European legislation. Our 
people – our employees, guests, and partners 
– are at the core of our commitments, and thus, 
respecting and protecting their personal data is 
our main concern. 
The main pillars on which we implement the 
General Data Protection Regulation include: 
• We collect data for specific, explicit and 
legitimate purposes. 
• We ask for consent, where necessary. 
• We process data solely for the purposes 
for which they were collected, for the legal 
obligation or legitimate interest of our company. 
• We do not process data beyond the specified 
purposes. 
• We process the minimum required data for each 
purpose. 
• We respect the rights of natural persons as 
reflected in the regulation. • We retain data only 
for as long as required for the specified purpose 
and legal obligations. 
• We safeguard data against loss or destruction. 
Unauthorised access is prohibited. 
• Data is transferred only when an adequate level 
of protection can be ensured.
DATA SECURITY POLICY
PERSONAL DATA PROTECTION
Lawfulness, fairness and transparency 
Purpose limitation 
Data minimisation 
Accuracy 
Storage limitation 
Integrity and confidentiality 
Accountability 
1
2
3
4
5
6
7
We ensure that our employees’ cooperation in 
maintaining our guests’ privacy is achieved through 
annual training that is conducted at the start of 
the tourist season, while every new member to the 
Metaxa Hospitality Group receives training at the 
beginning of our partnership, with particular emphasis 
on those that hold key personal data processing 
positions, such as the HR, accounting, reservations, 
marketing, sales, etc. departments. 
In this context, we comply with the key data protection 
principles and implement the following policy to 
ensure that personal data is processed correctly:
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ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
COMMITED TO CARING
At the Metaxa Hospitality Group, during 2021 we implement 
a targeted health and safety programme at our hotels for 
employees and guests for, thereby ensuring the smooth 
operation of our hotels in a completely safe environment. The 
programme, entitled ‘Committed to Caring’, is based on a 
targeted action plan, which includes the following key points: 
Following all the Hygiene, Food 
& Safety standards, the Group’s 
hotels receive Hazard analysis and 
critical control points (HACCP) & 
ISO 22000 certification every year, 
which demonstrates the high priority 
that the Group places on food 
hygiene and safety. In particular, the Creta Maris Beach 
Resort and Santo Maris Oia Luxury Suites & Spa received 
ISO 22000:2018 certification from TÜV Austria Hellas in 
2021, thereby ensuring the safety and quality of food and 
beverages that are provided by the hotel’s catering services, 
through compliance with strict standards and procedures.
To further ensure the safety of all employees and guests, 
our hotels organise annual evacuation drills under different 
evacuation drill scenarios each time, designed to test 
the preparedness and sound organisation of the hotels’ 
emergency management teams. The scheduled drills were not 
carried out in 2021 due to the pandemic, but are scheduled 
for 2022.
FOR EMPLOYEES
For the Metaxa Hospitality Group, the creation and 
maintenance of a safe and healthy work environment  
is a longstanding priority. 
To this end, the Group is constantly at the forefront of 
design and continuous updating of a comprehensive and 
coherent prevention strategy, which includes maintenance 
of safe facilities, compliance with strict standards, regular 
audits and the employees’ active participation through 
ongoing safety training for the prevention and avoidance  
of any accidents and the proper management of emergency 
situations that could jeopardise the health and wellbeing  
of the staff and guests.
Job satisfaction, personal growth, professional development, 
and optimal performance are directly linked to the 
employees’ health and safety and can only thrive in this kind 
of environment.
In 2021, the Group made radical renovations to the 
employees’ dining area and changing rooms.
HEALTH AND SAFETY
COMMITED 
TO CARING
Full implementation of special 
health protocols based on 
guidelines set by official 
authorities
Certifications
Health First from the Hellenic Chamber of Hotels
“COVID Shield” from TÜV AUSTRIA
Collaboration 
with a medical 
team within the 
hotel
Staff training  
by the University 
of Crete
THE SAFETY 
OUR PRIORITY IS
OF OUR GUESTS & EMPLOYEES 
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ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
QUALITY & SECURITY 
CERTIFICATIONS
2021
Bio Kouzina 
Gold
Blue flag 
Award
Blue flag 
Award
TUV Austria
Water sports
Cosmocert
Certification
Ecarf Quality
Ecarf Quality
HACCP
Greek
Breakfast
 DIO/ 
Certification 
Scheme 
on Organic 
Products
Greek
Breakfast
Greek
Breakfast
Costa Nostrum
Sustainable
Beaches
Costa Nostrum
Sustainable
Beaches
We do local
Hospitality
We do local
Hospitality
We do local
Hospitality
Travelife
Gold
Certification
Travelife
Gold
Certification
Travelife
Gold
Certification
The 
Green Key 
Certification
The 
Green Key 
Certification
The 
Green Key 
Certification
Greek Tourism 
Certification
Greek Tourism 
Certification
Greek Tourism 
Certification
 TÜV Austria
 TÜV Austria
TUV Austria
Covid Shield
 TÜV Austria
Covid Shield
Boutique
Hotel
CRETA MARIS 
BEACH RESORT
TUI MAGIC LIFE 
CANDIA MARIS
SANTO MARIS 
OIA
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ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
REDUCING OUR 
ENVIRONMENTAL
FOOTPRINT
ENVIRONMENT
FOR THE 
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21
ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
At Metaxa Hospitality Group,  
we implement programmes 
that aim at reducing water 
consumption and improving its 
quality for the hotels’ everyday 
needs:
	
Use of licensed water 
boreholes
	
Reverse osmosis and 
filtration units
	
Automated watering of hotel 
green areas at night so as to 
avoid the morning sun, which 
causes about 30% water loss 
due to evaporation. 
	
Implementation of drip 
irrigation systems
	
Taps with special filters were 
installed at the TUI Magic 
Life Candia Maris, securing 
~40% savings in water 
consumption for each tap. 
Correspondingly, at Creta 
Maris the mains for each tap 
were adjusted to improve 
water flow control. 
	
Implementation of the 
‘Wash on Demand’ policy 
regarding the hotel cleaning 
service for towels and 
sheets, calling on guests 
to contribute to reducing 
water consumption, through 
special signs.
	
Checking and maintenance 
of the quality of water, 
wherever it is used (certified 
according to ISO: 22000). 
	
Manual or robotic cleaning 
of swimming pools to avoid 
frequent replacement of 
fresh water. 
	
Training of personnel in 
water-saving techniques.
	
Licensed sea water retrieval 
for use by TML Candia Maris
WATER
Water consumption* (m3)
Creta Maris	
          115,879.10 
TUI Magic Life Candia Maris	      35,234.66
Santo Maris	
  14,935.66 
Water consumption/per overnight stay* (m3)
Creta Maris	
0.48
TUI Magic Life Candia Maris	
0.47
Santo Maris	
1.02
10
significant 
water management 
actions
1
2
3
4
5
6
7
8
9
10
* consumption concerns irrigation, pools, and total 
overnight stays for each hotel
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ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
ENERGY EFFICIENCY INITIATIVES AT MHG
As of 2021, a photovoltaic power system has 
been installed and is in operation at the Creta 
Maris hotel, generating 155,2085 kWh. In 2021, 
the Group completed a major investment in a PV 
park in Northern Greece, which will generate 2 
megawatts. The energy that generated will cover 
a significant part of the hotels’ needs.
 
At the same time, the installation of electric 
vehicle charging stations has commenced at 
Creta Maris Beach Resort, TML Candia Maris & 
Santo Maris Oia Luxury Suites & Spa.
Energy efficiency is achieved through:
	
Replacement or installation of new energy 
recovery systems from air conditioning and 
ventilation of internal common areas, aiming 
at heating or cooling water for use. 
	
Using liquid propane (gas) in all kitchens and 
main laundry facilities. 
	
Gradual replacement of incandescent and 
economy light bulbs with LED light bulbs. 
	
A modern Building Energy Management 
System (BEMS), which controls the most 
important operating parameters in order to 
optimise operations and have better control 
over energy consumption 
	
Setting of air conditioners (FCUs) to a 
temperature that ensures maximum comfort 
and optimal energy consumption.
	
Magnetic cards in all rooms, ensuring that all 
electrical appliances (except refrigerators) 
are turned off when guests leave their rooms. 
	
Replacement or installation of energy-
efficient electrical equipment in all sectors, 
such as A+++ air-conditioning systems, 
refrigerators, computers, photocopiers. 
	
Established procedures for the maintenance 
and proper cleaning of all energy 
installations.
RENEWABLE ENERGY SOURCES
The use of renewable energy sources not only 
contributes to the improvement of the quality 
of the environment. Unlike conventional energy 
sources, RES have minimal environmental 
impacts, also leading to financial savings. 
Bearing this in mind, the Metaxa Hospitality 
Group has installed panels for solar water 
heating. Thus, the annual energy savings, over a 
6-month operating period, amount to 1,600,000 
kWh/period, which corresponds to approximately 
150,000 lt of LPG for 2021. 
REDUCTION OF CARBON FOOTPRINT
Energy consumption within  
the organisation (Kwh) 2021
Creta Maris	
6,008,966.17 
TUI Magic Life Candia Maris	    2,859,949.34 
Santo Maris	
   1,580,444.89 
1
2
3
4
5
6
7
8
ENERGY MANAGEMENT
8
energy efficiency 
initiatives  
in our systems
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23
ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
At the Metaxa Hospitality Group, we implement monitoring systems for direct and indirect greenhouse gas 
emissions and monitoring of the steady reduction of these emissions.
GHG EMISSIONS
Average production of direct & indirect CO2 (kg) emissions - 2021
	
CO2e	
kg CO2	
kg CH4	
kg N2O
Creta Maris	
5.081	
5.036	
0.01550	 0.02966
Candia Maris	
17.861	
17.654	
0.04437	 0.08154
Santo Maris	
36.845	
36.416	
0.102	
0.205
Total production of direct & indirect CO2 (kg) emissions - 2021
	
CO2e	
kg CO2	
kg CH4	
kg N2O
Creta Maris	
   1,249,278.89	
1,238,186.96	 3,808.88	 7,284.03 
Candia Maris	       703,912.30	
694,967.16	 2,008.50	
3,797.99 
Santo Maris	
      367,973.19	
363,389.52	
1,047.71	
-
CO2 e emission production/per overnight stay - 2021
Creta Maris	
       5.210
Candia Maris	
      9.421
Santo Maris	
      25.017
CO2 e emission production - 2021
Creta Maris	
    1,249,278.89
Candia Maris	
       703,912.30
Santo Maris	
       367,973.19
OUR EMISSIONS
STEADILY
FOOTPRINT
REDUCING
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24
ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
ON THE ROAD TO 
ZERO WASTE
In 2021, the Creta Maris beach resort joined WWF’s “Hotel 
Kitchen: Here we value food” programme. 
This programme was launched in 2017 by WWF US in 
collaboration with the American Association of Hotels and 
Accommodation (AHLA) aimed at reducing food waste in 
the hotel sector. 
In Greece, the programme was launched by WWF Hellas 
with the support of Unilever food solutions in 11 hotels 
(including Creta Maris beach resort) in Crete, Rhodes and 
Kos and will run to the end of September 2022. 
This initiative is intertwined with the requirements of the 
new recycling law, according to which hotels with more 
than 100 beds will be required to record and declare the 
quantity of food waste at their facilities.  
The programme aims :
	
To measure and record hotel food waste levels  
on a daily basis at points selected by each hotel 
	
To implement various food waste prevention strategies 
during the preparation, presentation and serving  
of the food 
	
To inform our guests of the initiative we are participating 
	
To train all the departments on food waste issues  
and the importance of its minimisation 
At Creta Maris beach resort, 4 food waste points were 
measured weekly during the 2021 season (continuing in 2022): 
WASTE
FOOD
1
2
3
4
Food - vegetable 
preparation 
Buffet 
leftovers 
Guest’s plate 
Restaurant 
Personnel 
1
2
3
4
WE VALUE FOOD
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25
ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
In support of the zero waste to landfill production system,  
a significant initiative was implemented at Creta Maris.
Organic waste from its kitchens is transferred to the 
Bioenergy Crete facilities and converted into biogas for 
power generation. In 2021, the Creta Maris Beach Resort 
handled a total of ~ 126 tons. TML Candia Maris joined this 
partnership in 2022.
With the collaboration of
With the collaboration of
Organic kitchen waste (other than oils) are transferred to 
our hotel gardens and, together with garden waste, are 
composted. 
Natural composting is an inexpensive and effective way of 
reducing organic kitchen waste (food leftovers, paper towels, 
etc.) and garden waste (clippings, grass, etc.) by 70-80%. 
Through this process, a compost is created which is 
produced from the decomposition of organic materials;  
it is of very good quality and can be used for any type  
of cultivation. In this context, the Group collaborates with 
Dandalis, the local coffee manufacturing company, from 
which it receives spent coffee waste to enrich the natural 
composting process and the creation of quality fertiliser  
for the hotels’ gardens.
ORGANIC WASTE
IMPLEMENTATION OF COMPOSTING SYSTEM
COMPOSTING
HOTEL GARDENS
CREATION 
OF FERTILISER
126
tons of waste that would 
otherwise have gone to 
landfills at one hotel alone
We managed 
80%
of organic residues
We compost up to 
TO LANDFILL
WASTE
ZERO
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26
ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
Since 2016, the following has been 
implemented to reduce the use of 
plastic:
	
Replacement of plastic straws and 
cups with paper products 
	
Replacement of disposable 
products at restaurants and bars 
with wooden products
	
Replacement of plastic bottles at 
restaurants and bars with glass or 
paper bottles
•	
Replacement of disposable 
bathroom amenities with refillable 
containers 
Due to the COVID-19 pandemic, the 
collection of plastics that were used 
by hotel guests and employees was not 
recommended in 2020; therefore about 
4.5 tons of plastics were recycled in 
2021. 
Recycling is carried out by the 
following bodies:
• Creta Eco Phoenix
• Cretan recycling 
The following applies to paper:
	
Reduction of paper consumption by 
removing most printed information 
(indicatively: welcome card, room 
menus, notes page, envelopes, etc.) 
and creating electronic information 
programmes via television. 
 
	
Use of environmentally friendly 
paper (FSC) for all the Group’s 
printouts. The FSC label states 
that wood products derived from 
forests are based on the principle 
of sustainable development and 
have been produced in accordance 
with precise environmental, social, 
and economic standards.	
RECYCLING
REDUCING THE USE OF AND RECYCLING PLASTIC
REDUCTION OF PAPER USE
1
1
2
2
3
4
RECYCLING
REUSE 
REDUCTION
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Recycling - 2021
	
Creta Maris	
 TUI Magic Life	
Santo Maris 
	
Beach Resort	
Candia Maris
Paper	
24,620 kg	
- 	
2,680 kg
Glass	
30,090 kg	
2,890 kg	
2,680 kg
Metal	
50,905 kg	
12,020 kg	
- 
Plastic	
470 kg	
140 kg	
4,010 kg
Used cooking oils/Biofuels	
870 kg	
780 kg	
1,941 kg
Electrical appliances	
6,555 kg	
- 	
- 
Batteries	
14 kg	
100 kg	
 
Light bulbs	
550 kg	
40 kg	
-

27
ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
At Metaxa Hospitality Group, we designed 
and implemented a 360º road map in 2021, 
incorporating 4 pillars:
Issues Related to Energy
We reduce our energy footprint by 
implementing a coherent policy of 
sustainable practices for horticulture, 
cultivation, and food supply chain in our 
hotels.
Our Own Food Production
Using certified sustainable practices, we 
cultivate the following in our hotel gardens: 
organic herbs, organic fruits & nuts and 
organic vegetable garden.s
Our gardens’ crops are directly linked to our 
hotels’ restaurants and bars. In combination 
with the “Sustainable Supplies” initiative, we 
interweave the production of raw materials 
with quality and responsible consumption and 
gastronomy.
Each year, the teams of chefs and gardeners 
decide on the crops. Restaurant menus are 
based on production capacity, while on the 
other hand, the gardens adapt to what the 
kitchen team wants to offer.
Sustainable Landscape Management
The “man-made landscape”, namely the 
intervention of man to plant something where 
it did not exist, is based on the following 
actions:
	
We take care of soil health
	
We reduce water use
	
We do not use synthetic pesticides or 
herbicides.
	
We apply non-human intervention zones 
allowing nature to act on its own.
	
An organic cultivation and horticultural 
process takes place at all our hotels, 
while we are in the process of 
compliance with European regulation EU 
2018/848 for our organic farming.
	
The Creta Maris organic garden was 
certified in 2021 for its organic farming 
under regulation EU 2018/848.
	
The organic garden of Creta Maris 
received Organic farming  
certification and labelling  
from the European Union  
as of 2021.
Training & Communication
Mindset transformation comes through small 
actions. At Metaxa Hospitality Group, we want 
to contribute to the development of a new 
concept of hotel farming and its connection to 
the production and supply of food. 
It is our moral duty to inform and educate the 
stakeholders with whom we interact, namely:
• Our Group’s executives and employees
• Our hotels’ existing and future guests
• Our partners and suppliers
SUSTAINABLE HOTEL FARMING
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Powered by
FOOD
ZERO
MILES
1
2
3
4
5
6
7
1.
Issues 
Related
with
Energy
2.
Own
Food
Produc
3.
Sustainable
Landscape
Management
4.
Training
&
Communic
approach
EU
food
On-

28
ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
PLANNED ROOFTOPS
The Group’s hotels in Crete have been certified according to the “Costa Nostrum – 
Sustainable Beaches” certification standard, which demonstrates respect  
for and protection of the coastal zone, wetlands close to our hotel beaches, and 
marine and coastal flora and fauna.
At the Santo Maris Oia Luxury Suites & Spa, the new buildings that are being created 
have planted rooftops using Zinco technology. These function as “green roofs” by creating 
autonomous ecosystems, encouraging local flora and fauna (insects, birds) to remain in the 
environment. 
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COASTAL AND MARINE BIODIVERSITY
GREEN 
ROOF

29
ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
GROWING 
IN A FAIR AND SAFE 
ENVIRONMENT
SOCIETY
FOR
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30
ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
EQUAL PARTICIPATION
 
Metaxa Hospitality Group enforces a policy that 
combats discrimination while promoting equal 
opportunities, inclusion and diversity at work, 
in order to ensure a work environment without 
exclusion, thus cultivating a culture that respects 
and capitalises on diversity. 
In addition, the Group is dedicated to maintaining 
a healthy violence- and harassment-free work 
environment for all employees, by developing an 
anti-violence and anti-harassment policy that 
directly and effectively deals with such incidents. 
In this context, training programmes are carried 
out for all employees during their initial training. 
 
VOLUNTARY BENEFITS
 
Our people are the key players in providing the best authentic Greek 
hospitality services. We aim to create the conditions that ensure a 
healthy and stable work environment, thus establishing our Group as a 
highly preferred employer in the tourism industry for existing and future 
employees.
To this end, the Group steadily invests in the following voluntary benefits:
Wedding allowance
Child allowance
Accommodation at 
staff houses 
Meals at staff 
restaurant
Ticket to/from Crete/
Santorini at the start 
and end of the tourist 
season
Transport to/from 
the hotel during the 
tourist season
Establishment of 
“Employee of the 
Month”
Establishment of 
“Employee of the Year”
Provision of uniform 
and linen service
Health protection 
• Free online 
informative 
discussions with 
health experts, 
for the provision 
of scientific and 
detailed information
• 2 weekly health 
checks for 
employees who 
did not have a 
valid vaccination 
certificate, covering 
the costs for those 
who had at least one 
dose of the vaccine
• €200 incentive 
reward
Discount for 
employees’ friends/
relatives who stay at 
the Group’s hotels
Free access to 
training sessions
Employee blood bank
Participation in the 
Group’s competitions 
and actions
• “Love is everywhere” 
music competition, 
which is influenced 
by the COVID-19 
pandemic
• Colleague-
themed mandinada 
(Cretan folk song) 
competition, with 
cash prizes for the 
first three winners 
EMPLOYEES
747
employees in the MHG
100%
Collective employment 
contracts
CULTURE
CREATING
A NEW 
1
9
11
12
13
14
10
2
3
4
5
6
7
8
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31
ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
We contribute directly to local communities by attracting employees from the local communities in the areas  
in which we operate, through equitable hiring procedures. 
CONTRIBUTION TO EMPLOYMENT
AGE RANGE
EMPLOYEE MOBILITY INDICATORS*
GENDER PAY GAP*
CEO-TO-EMPLOYEE PAY RATIO *
PLACE OF PERMANENT RESIDENCE
18-20
3%
SANTORINI
1%
FOREIGNERS
1%
60-67
3%
30-39
26%
40-49
20%
50-59
17%
CRETE	
87%
REST OF 
GREECE
20-29
30%
Voluntary mobility**
3%
Voluntary mobility
(in under 1 month)
2%
* 	 Refers to voluntary and involuntary mobility arising when 
employees leave the company.
**	 Refers to the rate at which employees leave the 
company on their own initiative within a period of time.
***  Refers to the rate at which the company dismisses 
employees within a period of time, due to low 
performance, inappropriate conduct or violation of work 
policies, or the company’s decision to cut back on staff.       
MEN
MEN
MEN
CEO
EMPLOYEE 
WOMEN
WOMEN
WOMEN*
48%
61%
30.8%
0.012%
52%
39%
SEX OF EMPLOYEES
HIERARCHICAL STRUCTURE
NEW RECRUITMENT 
* Refers to the number of employees in the highest 10% 
in terms of overall earnings
* Defined as the difference between the average salary of 
women and men. 
* Defined as the difference between the annual total 
earnings of the CEO and the average value of the total 
earnings of a company’s employees. 
MEN
WOMEN*
48%
52%
Involuntary mobility***
1%
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11%

32
ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
TRAINING PROGRAMMES
 
In 2021, the Group’s employees enriched their existing knowledge 
and skills and developed new ones through formal training 
programmes aimed at increasing or strengthening their technical 
skills and knowledge. They completed 1,070 training hours 
(seminars/conferences) at external bodies that were organised at 
the Group’s initiative.  
EDUCATION ON SUSTAINABILITY ISSUES
 
The Group’s employees are a key factor in achieving the 
sustainable development goals. The Group thus ensures their 
proper, adequate, and prompt notification regarding decisions 
that are taken and their immediate training  
for proper implementation of the agreed actions.
In this context, 13 training sessions, which concerned sustainable 
soil and land management practices, the use of local products 
and ingredients aimed at protecting local biodiversity and 
contributing to waste minimisation, were conducted for all hotel 
employees in 2021.
In 2021, the Group also collaborated with 
public and private schools, as well as 
universities, in order to introduce new tourism 
professionals to their profession, so that they 
can gain work experience and the foundation 
for a successful career in this industry in the 
future. 
Overall, 38 students completed their practical 
training in various areas of the hotels.
Employee training expenses
In 2021, a total of 1,070 training hours 
(seminars/conferences) were carried out 
at external bodies, which were financially 
covered by the company. This cost amounted 
to €5,520. 
EDUCATION
External Training Bodies 
• BOUSSIAS COMMUNICATIONS
• KPMG
• KATHIMERINI SUMMITS
• EPSILON NETTRAINING
• TÜV AUSTRIA ACADEMY
• LUCACOS GASTRONOMY SERVICES
• BEE CHEF PASTRY SCHOOL
• GASTRONOMY ESSENTIALS
• AA & PARTNERS
• INSETE
• IEK PRAXIS
• TRAVEL DAILY NEWS HOSPITALITY WEBINARS
• CEARS OPEN TERTIARY EDUCATION
• UDEMY ONLINE COURSES
• KANDERAKI MARIA - NLP IN CRETE
• IRINI DAVLERI
Collaborating Universities & Schools 
• ΙΕΚ KAPPA STUDIES
• ΙΕΚ AKMI
• ΙΕΚ DELTA
• ΙΕΚ HERAKLION {ΙΕΚ MINISTRY OF TOURISM)
• HIGHER SCHOOL OF TOURISM EDUCATION 
OF CRETE
• UNIVERSITY OF WEST ATTICA
• HELLENIC MEDITERRANEAN UNIVERSITY
1,070
training hours  
with external bodies
13
training courses on 
sustainability issues
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33
ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
SUPPLIERS
MARKET
SUPPORTING 
THE 
LOCAL
SUPPLY CHAIN
 
The procurement policy of the Metaxa 
Hospitality Group for 2021 was designed, 
financed, and implemented based on its 
ever-growing relationship with national 
and local producers and suppliers. 
Once again, the Group contributed to 
strengthening the local economy of 
Crete and Santorini by supporting local 
merchants and stores. Our preference 
for local products is a commitment on 
the part of the Group, as this not only 
ensures contact between our guests and 
the products and traditions of our land, 
but also contributes to the financial 
support of local communities, without 
burdening the atmosphere with harmful 
gas emissions from international transport.
Total food department purchases/per place of origin/hotel -2021
CRETE
41,45%
CRETE
42,47%
INTERNATIONAL
INTERNATIONAL
GREECE
GREECE
GREECE
37,20%
25,86%
21,35%
31,67%
72%
17%
SANTORINI
11%
Creta Maris 
Beach Resort
TUI Magic Life 
Candia Maris
Santo Maris
INTERNATIONAL
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34
ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
Η
SUPPLY CHAIN
Creta Maris Beach Resort
  Type
TUI Magic Life Candia Maris
Santo Maris
 
	
Local	
Total (local 	
%	
Local	
Total (local 	
%	
Local	
Total (local 	
% 
	
& domestic 	
domestic & intl)	
	
& domestic 	
domestic & intl)	
	
& domestic 	
domestic & intl)
Greek desserts	
25,946.41 €	
26,066.11 €	
99.54%	
1,034.73 €	
1,034.73 €	
100%	
462.66 €	
462.66 €	
100%
Yoghurt	
17,538.58 €	
17,538.58 €	
100%	
8,088.97 €	
8,088.97 €	
100%	
2,327.99 €	
2,327.99 €	
100%
Beer	
54,747.10 €	
55,058.06 €	
99.44%	
31,593.69 €	
31,593.69 €	
100%	
3,814.36 €	
3,829.09 €	
100%
Cereals	
2,940.76 €	
3,064.70 €	
95.96%	
612.74	
1,016.74 €	
60.27%	
134.58 €	
628.75 €	
21%
Eggs	
18,285.83 €	
18,285.83 €	
100%	
4,579.00 €	
4,579.00 €	
100%	
3,876.45 €	
3,876.45 €	
100%
Olives/Olive oil	
69,848.13 €	
69,861.53 €	
99.98%	
19,681.30 €	
19,681.30 €	
100%	
2,508.79 €	
2,508.79 €	
100%
Bottled water	
25,453.28 €	
25,509.04 €	
99.78%	
20,394.84 €	
20,394.84 €	
100%	
12,769.47 €	
12,769.47 €	
100%
Jams/Honey	
16,813.70 €	
17,583.18 €	
95.62%	
3,446.77	
3,446.77	
100%	
4,027.43 €	
4,027.43 €	
100%
Soft drinks	
61,281.78 €	
65,631.80 €	
93.37%	
30,403.19 €	
30,403.19 €	
100%	
4,067.13 €	
4,067.13 €	
100%
Wine/sparkling wine/champagne	
102,757.07 €	
136,780.62 €	
75.13%	
40,620.59 €	
40,620.59 €	
100%	
23,915.64 €	
34,471.16 €	
69%
Nuts & Fruit	
19,841.12 €	
25,406.11 €	
78.10%	
4,049.32 €	
4,085.62 €	
99.11%	
4,710.89 €	
5,093.90 €	
92%
Cheese	
88,038.83 €	
136,211.27 €	
64.63%	
9,718.24 €	
29,909.51 €	
32.49%	
6,733.86 €	
9,571.75 €	
70%
Pasta/legumes	
17,703.20 €	
22,664.65 €	
78.11%	
3,926.84 €	
7,409.12 €	
53%	
936.31 €	
951.85 €	
98%
Bread/Baked goods	
85,627.84 €	
94,948.78 €	
90.18%	
19,397.43 €	
19,397.43 €	
100%	
12,842.26 €	
13,422.90	
96%
Spices	
6,922.72 €	
8,162.44 €	
84.81%	
1,997.77 €	
2,020.47 €	
98.88%	
1,626.55 €	
1671.09	
97%
Juices	
50,238.87 €	
54,590.49 €	
92.03%	
8,455.13 €	
8,455.13 €	
100%	
1,058.59 €	
1,058.59 €	
100%
Ice cream	
20,110.26 €	
20,110.26 €	
100%	
3,753.74 €	
3,753.74 €	
100%	
422.06 €	
422.06 €	
100%
Fresh meat	
35,722.88 €	
37,157.15 €	
96.14%	
3,030.87 €	
3,030.87 €	
100%	
3,941.65 €	
8,438.61 €	
47%
Cold cuts	
48,291.62 €	
53,363.33 €	
90.50%	
13,137.05 €	
13,723.56 €	
95.55%	
8,032.21 €	
8,061.50 €	
100%
Frozen meat	
217,300.51 €	
327,791.47 €	
66.29%	
84,471.50 €	
109,665.01 €	
77.03%	
9,635.43 €	
11,622.71	
83%
Fresh vegetables	
120,460.14 €	
125,763.25 €	
95.78%	
35,368.72 €	
38,083.90 €	
92.87%	
14,050.64 €	
16,679.05 €	
84%
Fresh fruit	
108,974.20 €	
130,092.05 €	
83.77%	
26,013.41 €	
31,095.71 €	
83,66%	
17,012.33 €	
21,864.25 €	
78%
Local & domestic products from the Group’s sustainable supply chain - 2021
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35
ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
Heraklion
Lasithi
Rethymno
Chania
1
27
2
9
2
CRETE
SANTORINI
Η
41
local producers  
from Crete  
and Santorini
LOCAL SUPPLIERS
 
In 2021, the Group collaborated with 41 local food & beverage producers, thereby strengthening the economy  
of Crete and Santorini and promoting Greek gastronomy
The Group’s collaborating supply chain producers - 2021
 
GEORGIOS VELIVASAKIS	
Heraklion
EMMANOUIL KOKKINAKIS	
Heraklion
KONSTANTINOS G. STEIAKAKIS	
Heraklion
ZERVOU BROS.	
Heraklion
KONSTANTINOS GALANOS	
Heraklion
EMMANOUIL ASKOXYLAKIS	
Heraklion
ANGELOS MICHALAKIS	
Heraklion
IOANNIS GRINTAKIS	
Heraklion
THEONYMPHI KYRALAKI	
Heraklion
PACHOS AGRO -  
AMBROSIA MONOPROSOPI P.C	
Heraklion
GIANNOULA ARCHAVLI	
Heraklion
MANOLIS STEFANAKIS	
Heraklion
STYLIANOS PEPONAKIS	
Heraklion
ELEFTHERIA GALANAKI	
Heraklion
NIKOS DIMITRIS GRIVAKIS	
Heraklion
EMMANOUIL MOUNTOURAKIS	
Heraklion
GARYFALIA PIROUNAKI	
Heraklion
NIKOLAOS TSIKRITSAKIS  
son of KONSTANTINOS	
Heraklion
AGRICULTURAL COOPERATIVE OF OROPEDI	 Lasithi
STAVROULA KAMPANOU	
Lasithi
KONSTANTINOS VAVOURAKIS	
Rethymno
KONSTANTINOS NIKOLAKAKIS 	
Chania
 
 
 
 
 
 
 
GEORGIOS VELIVASAKIS	
Heraklion
KONSTANTINOS G. STEIAKAKIS	
Heraklion
KONSTANTINOS GALANOS	
Heraklion
EMMANOUIL ASKOXYLAKIS	
Heraklion
IOANNIS GRINTAKIS	
Heraklion
THEONYMPHI KYRALAKI	
Heraklion
MANOLIS STEFANAKIS	
Heraklion
STYLIANOS PEPONAKIS	
Heraklion
NIKOS DIMITRIS GRIVAKIS	
Heraklion
GARYFALIA PIROUNAKI	
Heraklion
AGRICULTURAL COOPERATIVE OF OROPEDI	 Lasithi
KONSTANTINOS NIKOLAKAKIS 	
Chania
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
DOMAINE SIGALAS SA	
Santorini
ARGYROS ESTATE	
Santorini
PATERIANAKI  ESTATE	
Heraklion
SANTO WINES	
Santorini
STRATARIDAKI  BROS	
Heraklion
ZAXHARIOUDAKI ESTATE	
Heraklion
AVANTIS ESTATE Ltd	
Santorini
HATZIDAKIS WINERY	
Santorini
ALEXAKIS WINERY SA	
Heraklion
MASNOUSSAKIS WINERY 	
Chania
DOULOUFAKIS WINERY	
Heraklion
ARTEMIS KARAMOLEGOS WINERY	
Santorini
ZIDIANAKIS SA	
Heraklion
VENETSANOS WINERY	
Santorini
LIVADROU BROS & Co. General Partnership	 Santorini
KASSAKIS Bros	
Heraklion
IOANNIS NOMIKOS General Partnership	
Santorini
Creta Maris Beach Resort
TUI Magic Life Candia Maris
Santo Maris
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36
ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
SUSTAINABLE 
TRAINING
CORPORATE 
GOVERNANCE
FOR
SUSTAINABLE SUPPLIES
 
In 2021, the Group took the initiative to plan and implement 
the “Sustainable Supplies – Initiative for a sustainable future” 
programme in collaboration with Local Food Experts. The 
programme is a novel initiative for the Greek Hospitality 
industry, with the participation of 11 partners/suppliers, initially 
from the Food & Beverages sector, while there are plans to 
extend to other categories in the future. 
A spherical road map has been developed for the programme 
which ties in with the international Society - Economy - 
Environment criteria (ESG Performance) and is based on 4 
pillars: Environment, Society, Governance, Supplies.
The Metaxa Hospitality Group provides participants with the KPIs 
per activity sector, based on global ESG standards, through 188 
questions in relation to the sustainable practices that they follow. 
The programme’s participants will receive training in sustainable 
business practices pertaining to the environment, society, corporate 
governance and practices in managing their own supply chain. 
The training stage includes open discussions, study and working groups 
in the form of online or in-person meetings. 
By the end of the programme, suppliers will have: 
• Understood the principles of sustainable corporate governance 
• Gained substantial knowledge on sustainable practices in the food 
sector 
• Gained tools and novel, readily applicable sustainability practices 
All the information and training procedures are provided and financed 
by the Metaxa Hospitality Group, while guidance is provided by 
the Group’s trained officers under the supervision of the Group’s 
Sustainability Committee.
The Programme’s first cycle will be completed in 2022, while there are 
plans for the second cycle to begin in 2023.
Based on the above KPIs, relevant sustainability 
performance charts were created for each business in 
collaboration with Local Food Experts, a special project 
team on sustainability issues.   
Self-assessment
Analysis of results
Education
Reassessment of sustainable 
practices 
Certification of participation
1
2
3
4
5
STAGES
BUILDING SUSTAINABLE 
SUPPLIES
Sustainable
Governance
Water 
Management
Management  
of Waste  
& By Products 
Ecosystem 
Management
Human 
resources
Energy 
Management
Infection 
Prevention 
 Supplies & 
Markets 
Neighbours 
& Community 
ΚPI’s
KEY PERFORMANCE 
INDICATORS
11
suppliers
15
months  
of training
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37
ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
GUESTS
GUEST ACTIONS
 
All of the hotels’ guests can participate in actions, such  
as the “back-of-house” tour, environmental actions,  
and they are informed and encouraged to become members 
of the Green Team, so as to contribute to the protection  
of the environment and support the local community.
Implemented actions:
• International Coastal Clean-up Day
• World Food Day
GUEST SATISFACTION
Since guest satisfaction is a priority for the Group, our 
guests’ satisfaction with the quality of our services can be 
recorded at all of our hotels, both during their stay and 
after they have checked out. 
To this end, a questionnaire has been created for each 
hotel and is available to guests during their stay, so that 
any problems that arise can be resolved immediately. 
If guests have checked out, internal procedures are in 
place to ensure their comments are taken into account for 
improvement and resolution.
In addition, reviews and comments made by guests who 
have stayed at the Group’s hotels are collected through 
a special platform and are monitored, recorded and taken 
into account for improvement purposes. 
COMPLAINT MANAGEMENT MECHANISM
 
The Group has a complaint management mechanism which 
monitors, records and handles guests’ complaints, concerns 
and problems by involving the entire Management team in 
seeking the best possible resolution. 
The mechanism involves:
• Recording of incident
• Operation team update
• Immediate incident resolution 
through customer service 
actions
• Follow up with the client, 
after the incident is resolved, 
aimed at clients’ changing 
their negative review
• Recording of incident
• Operation team update
• Feedback from the operation 
team about the incident
• Electronic communication 
with the client, to inform 
them that we have been 
advised of the incident and 
are taking all the necessary 
measures to ensure that we 
improve our procedures and 
the quality of our services.
Resolution time 
24 – 48 hours
Management of Negative Reviews 
During the guest’s stay
Subsquent to the guest’s stay
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38
ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
ACTIONS
SOCIALLY 
RESPONSIBLE 
VOLUNTEERING 
In 2021, we actively participated in the following volunteer initiatives: 
Hellenic Marine Environment 
Protection Association (Helmepa) – 
International Coastal  
Clean-up Day 
8 Coastal clean-ups  
in the areas of Amoudara  
& Hersonissos, Heraklion
1 Clean-up at the “Adopted Region”  
- Former American Army Base,  
Gournes, Heraklion, Crete
10
volunteer coastal  
clean-up initiatives
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39
ΜΕΤΑΧΑ HOSPITALITY GROUP  SUSTAINABILITY REPORT 2021
WE ACTIVELY 
SUPPORT 
THOSE IN NEED
DONATIONS & GRANTS
 
We stand by the local communities wherever we operate 
by supporting those who need us most. Thus, we take on 
initiatives and support actions that promote social solidarity, 
culture, sports, volunteering and education.
In 2021, we gave grants and donations totalling 
approximately €70,000 to local cultural and sports 
organisations and to social structures on the islands of 
Crete and Santorini.
In particular, following the earthquake in the Heraklion-
Hersonissos region, the Group assisted the local community 
of the Municipality of Minoas Pediados and the Municipality 
of Asterousia by offering the much-needed basic necessities. 
In particular, together with Kappa Studios, it offered 
8,000 servings of food aimed at meeting the needs of the 
residents of Arkalochorio and the nearby villages. 
In addition, in 2021 it continued to support innovative 
initiatives of an environmental and educational nature as 
part of the Agoni Grammi Gonimi programme.
SUPPORTING CULTURAL AND SPORTS ACTIONS
 
In 2021, the Group joined forces 
with the Heraklion Cultural and 
Conference Centre, during which 
time 22 performances were carried 
out, with accommodation provided 
for performers at the Group’s 
hotels in Crete – the exclusive 
hospitality sponsors – at a value of €20,000 euro. In this 
context we hosted the opera “Idomeneo alla breve” by 
Wolfgang Amadeus Mozart, at the Cine Creta Maris in 
Hersonissos, which was a unique experience for guests and 
the residents of all of Crete.
In 2021, we assisted the efforts of the Kavousio Cultural 
Association and the Thira Sports Group to support and 
promote “fair play”. 
Since the Group’s main concern is to contribute to local 
communities and economies by creating value at the 
destinations in which it operates, it donated equipment to 
the Thira Retirement Home, which was undergoing a radical 
renovation in 2021.
€70,000
in grants and donations 
to local  
social structures
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ΕΚΘΕΣΗ ΒΙΩΣΙΜΟΤΗΤΑΣ 2021