ROMOTUR – Romo Turismo Receptivo S.L. (CIE 2217)
1. Our vision and mission
Vision
To be a leading responsible incoming tourism company in the Basque Country, promoting sustainable, innovative, inclusive and high-value tourism that benefits visitors, local residents and the region.
Mission
To design and coordinate authentic, high-quality tourism experiences, business travel services and events, drawing on our knowledge of the destination, cooperation with local suppliers and commitment to sustainability and continuous improvement.
2. Our values
Romotur bases its activities on destination expertise, professionalism, personalised service, cooperation, innovation and respect for people and the environment.
As an incoming tourism company, we act as a link between clients, suppliers, institutions and local communities, promoting tourism that respects the identity and resources of the region.
3. Management commitments under the ETI pillars
Romotur applies the Smart Tourism Company (Empresa Turística Inteligente, ETI) model in accordance with standard UNE 178510:2023 and has held AENOR certification since December 2025.
This model guides our management and continuous improvement across five pillars: governance, innovation, technology, sustainability and accessibility.
3.1. Governance
We promote responsible and transparent management based on regulatory compliance, well-organised processes and clearly defined responsibilities.
Management leads the planning and monitoring of objectives, encouraging team participation, internal communication and relationships of trust with clients, suppliers and institutions. We are committed to the professional development and ongoing training of our staff.
3.2. Innovation
We see innovation as a means of continuous improvement, helping us adapt our services and working methods to market needs. We seek to develop distinctive experiences, improve our responsiveness and create value for clients, partners and the destination.
We encourage knowledge sharing, training and participation in professional events to identify new ideas and good practices.
3.3. Technology
We use technology in a practical and responsible way to support work organisation, communication and the management of tourism services. We invest in digital tools that improve efficiency while preserving the personalized service that sets us apart. We pay particular attention to data protection, information confidentiality and digital security.
3.4. Sustainability
We approach sustainability from environmental, social, cultural and economic perspectives.
As a destination management company (DMC), our role as a link between visitors, suppliers, institutions and local communities enables us to promote good practices and contribute to responsible tourism.
Our main commitments are:
Respect for the destination: we organise our activities in accordance with local rules, respecting cultural and natural heritage and harmonious relations with residents.
Responsible resource management: we draw on our destination expertise to plan services efficiently and avoid unnecessary journeys and consumption wherever possible.
Local cooperation: we foster relationships of trust with local suppliers and professionals, contributing to the local economy.
Equality and inclusion: we promote respect, equal opportunities and non-discrimination.
Good internal practices: we encourage responsible use of materials, reduced paper consumption and proper waste separation.
These commitments are supported by our Biosphere Certified certification, our adherence to the Basque Country Tourism Code of Ethics and our application of the Good Practice Guide for Guided Tours in Bilbao.
3.5. Accessibility
We promote inclusive tourism, seeking to adapt itineraries, activities and services to participants’ specific needs so that our experiences are as accessible as possible. Our aim is to make our offering increasingly inclusive, taking into account the characteristics and limitations of each venue and service.
4. Implementation, evaluation and continuous improvement
Management leads the implementation of this policy with the involvement of the entire team.
Continuous improvement across the five ETI pillars is pursued through training, knowledge sharing, attention to feedback from clients and suppliers, analysis of incidents and non-conformities, and monitoring of objectives and improvement actions.
Internal meetings allow us to assess progress, identify challenges and propose improvements to the organisation and quality of our services.
5. Communication and review
This policy provides the framework for Romotur’s ETI management system. It is communicated to the team, made available to stakeholders and published on our website. Management periodically reviews its content to reflect the company’s development and uphold our commitment to continuous improvement.
Updated: Bilbao, 9 November 2026
