Guidelines for Dealing with Customer Harassment

We primarily consider as the subject of this policy those cases described in the “Corporate Manual for Countermeasures Against Customer Harassment” published by the Ministry of Health, Labor and Welfare as follows: “Complaints or remarks made by customers or other parties where, in light of the reasonableness of the request contained in such complaints or remarks, the means or manner used to fulfill that request are deemed unreasonable according to generally accepted social norms, and where such means or manner adversely affect the working environment of employees.”

【Covered Conduct】

We comply with the “Corporate Manual for Countermeasures Against Customer Harassment” issued by the Ministry of Health, Labor and Welfare. Please note that the scope of this policy is not limited to the behaviors listed below. The following examples are provided for illustrative purposes only and are not exhaustive.

• ① Examples of “cases where the content of a customer’s request is unreasonable”
  • ・When no defects or negligence are found in the products or services provided by our hotel group
  • ・When the content of the request is unrelated to the products or services offered by our hotel group
• ② Examples of “means or methods for achieving a demand that are deemed unreasonable according to generally accepted social norms”
  • ・Physical or psychological attacks (assault, battery, threats, slander, defamation, insults, abusive language) or intimidating words or actions
  • ・Persistent or relentless words or actions
  • ・Demanding that someone kneel in supplication
  • ・Restrictive actions (refusing to leave, occupying a space, confinement)
  • ・Discriminatory or sexually suggestive remarks or behavior
  • ・Attacks on or demands directed at individual employees of our Group
  • ・Posting personal information of employees of our Group on social media or the internet (publication of photos, audio, or video)
  • ・Demands for the provision of unreasonable or excessive services
  • ・Demands for product exchanges, monetary compensation, or apologies without just cause

If our hotel group becomes aware of any conduct constituting customer harassment, we will take steps to resolve the matter as reasonably as possible. However, if the means or nature of such conduct are clearly illegal, we may terminate our service to the customer and refuse to provide accommodation or other services. Furthermore, if our hotel group determines that the conduct is malicious, we will consult with or report the matter to external authorities, such as the police or attorneys, and take strict action.

We would like to express our sincere gratitude for your continued patronage of our group. As a group, we remain committed to building even better relationships with our guests, and we ask for your understanding and cooperation regarding this Code of Conduct. The vast majority of guests who stay at our hotel group interact with us in a sincere and composed manner, completely unrelated to the examples of customer harassment described above. We remain committed to building even stronger relationships with these guests.
However, in the unlikely event that behavior constituting customer harassment is confirmed, we will take strict action in accordance with this Code of Conduct. We ask for your continued understanding and cooperation.