Code of Ethics

Last updated: September 2025

Our Foundation

NCGVilla operates on principles that go beyond legal requirements. This code reflects how we conduct business, treat people, and make decisions when faced with difficult choices. Every team member, from our concierges to our leadership, commits to these standards. We believe ethical business isn't just right—it creates better experiences for everyone involved.

Transparency in All Dealings

We present villas honestly, including their limitations alongside their luxuries. When a villa's beach access requires a steep walk, we say so. When photos are two years old, we disclose it. If a property has ongoing construction nearby, you'll know before you book. We believe accurate expectations lead to better experiences than inflated promises.

Property pricing and terms come directly from owners without hidden markups from us. When owners pay us commissions, that relationship doesn't influence our recommendations. We suggest properties that match your needs, not the ones that pay us more. If a less expensive villa suits you better, that's what we'll recommend.

Fair Treatment of All Parties

Every inquiry receives the same professional response regardless of budget, destination preference, or booking likelihood. We don't prioritize high-value clients over modest bookings. The family renting a villa for a reunion gets the same dedication as someone buying a million-dollar property. Our concierge service maintains consistent quality regardless of your spending level.

We treat property owners fairly by presenting their villas accurately and forwarding all legitimate inquiries promptly. We don't favor certain owners or accept payments for preferential placement. Properties appear in search results based on relevance to your needs, not on who pays us more or who we like better.

Privacy and Confidentiality

Your personal information stays protected beyond what law requires. We don't share your contact details with anyone except the specific villa owners you've expressed interest in. We don't sell your data to marketing companies. We don't gossip about who's traveling where or what special requests you've made.

Property owners trust us with their home information, and we protect that too. We don't share owner contact details publicly or discuss their personal situations. When an owner needs to sell quickly due to financial pressure, that information stays confidential. Your negotiations with owners remain private unless you choose to share them.

Professional Standards

Our team responds to inquiries promptly, professionally, and honestly, even when the answer isn't what you want to hear. If a villa isn't suitable for elderly guests, we say so rather than risk your disappointment. If a restaurant we recommend has declined in quality, we update our suggestions. When we make mistakes, we acknowledge them and fix them.

We maintain professional boundaries while providing personal service. Our concierges become familiar with your preferences but respect your privacy. We're available 24/7 for legitimate needs but don't intrude on your vacation with unnecessary contact. The relationship stays warm but professional.

Conflicts of Interest

When conflicts arise between what's best for you and what's best for us, your interests come first. If a villa owner offers us extra commission to push their property, we decline. If a service provider wants exclusive recommendation rights, we refuse. Our recommendations base on quality and fit, not on our financial relationships.

Team members cannot own stakes in properties we list or services we recommend without full disclosure. If a concierge's cousin runs a restaurant, you'll know about the relationship before we suggest it. Transparency prevents conflicts from affecting our judgment or your experience.

Cultural Respect and Inclusion

We serve clients from all backgrounds and ensure everyone feels welcome using our services. Discrimination based on nationality, race, religion, sexual orientation, or any other characteristic has no place in our operations. Every inquiry receives respectful treatment, and we work with property owners who share these values.

We respect the local cultures where our villas are located and encourage visitors to do the same. Our concierges provide cultural context to help you navigate local customs respectfully. We promote businesses that treat their employees fairly and contribute positively to their communities.

Environmental Responsibility

While luxury travel inherently impacts the environment, we work to minimize negative effects where possible. We partner with property owners who maintain their villas responsibly and support local ecosystems. Our concierges recommend service providers who operate sustainably when such options exist without compromising quality.

We provide digital documents rather than printed materials when practical. Our website operates on energy-efficient servers. These steps won't save the planet alone, but they reflect our commitment to conducting business responsibly within our luxury market context.

Quality Over Quantity

We choose to list fewer, better properties rather than maximize inventory. Every villa meets our standards for quality, safety, and authentic representation. We reject listings that don't meet these standards, even when refusing means lost revenue. Your trust matters more than short-term profits.

We limit our geographic focus to ensure genuine expertise. We could list properties worldwide, but we choose depth over breadth. Our team knows their regions personally, maintaining relationships and knowledge that benefit your experience. We won't expand into areas where we can't maintain these standards.

Handling Complaints and Disputes

When problems arise, we address them promptly and fairly. We investigate complaints thoroughly, listening to all parties before reaching conclusions. If we've made an error, we acknowledge it and make appropriate amends. If a client's expectations were unreasonable, we explain respectfully but don't accept blame for things beyond our control.

We mediate disputes between clients and property owners when possible, seeking solutions that work for everyone. While we can't force either party to act, we use our relationships and experience to find compromises. Our goal is resolution, not determining winners and losers.

Financial Integrity

We handle any funds entrusted to us with absolute integrity. While we don't typically process payments, when we do handle money, every transaction is documented and accounted for properly. We maintain appropriate insurance and financial controls to protect all parties.

We pay our suppliers and partners promptly according to agreed terms. We don't use market position to squeeze unfair terms from smaller providers. Business relationships built on mutual benefit last longer and serve everyone better than those based on exploitation.

Continuous Improvement

Ethics aren't static, and neither are our standards. We regularly review our practices, seeking ways to serve better and more fairly. When industry standards evolve, we evolve with them. When clients or partners suggest improvements, we listen and adapt when appropriate.

We train our team on ethical decision-making and support them in upholding these standards. When ethical questions arise without clear answers, we discuss them openly and seek solutions aligned with our values. We prefer difficult conversations to easy compromises.

Accountability

We hold ourselves accountable to these standards through regular review and external feedback. Client complaints receive serious investigation. Partner concerns get addressed promptly. When we fall short of our own standards, we acknowledge it and improve.

Every team member has the right and responsibility to report ethical concerns without fear of retaliation. We investigate all reports thoroughly and take appropriate action. Speaking up about ethical issues is encouraged and protected.

Our Promise

This code isn't just words on a website. It guides daily decisions and long-term strategy. When you work with NCGVilla, whether as a client, property owner, or partner, you can expect treatment aligned with these principles. We're not perfect, but we're committed to operating ethically and improving continuously.

Questions or Concerns

If you believe we've violated this code or have suggestions for improvement, please contact us:

Email: info@ncgexperience.com
Phone: +1 (800) 929-7193 (Toll-free from USA & Canada)
Mail: NCG CONSULTING LTD, 126 East Ferry Road, C, London, England, E14 9FP

Ethical concerns receive priority attention from senior management. We investigate thoroughly, respond promptly, and take appropriate action to address valid concerns. Your feedback helps us maintain the standards that define NCGVilla.