customer harassment policy

1. Our Basic Approach to Customer Harassment
At our hotel, guided by our management philosophy of "Kindness and Harmony," we strive to provide warm and attentive hospitality tailored to each guest's needs. However, we regard customer harassment as conduct that significantly infringes upon our employees' human rights and working environment. We will take a firm stance and address such conduct in an organized and coordinated manner.

2. Definition of Customer Harassment
Based on the Customer Harassment Response Manual for Companies published by Japan's Ministry of Health, Labour and Welfare, we define customer harassment as follows:"Complaints or conduct by customers or other parties in which the means or manner used to fulfill the demands are socially unacceptable in light of the validity of the demands, and which thereby harm the working environment of employees."

3. Conduct Constituting Customer Harassment
Our policy is based on the Customer Harassment Response Manual for Companies published by Japan's Ministry of Health, Labour and Welfare. The following examples are not exhaustive, and other conduct may also constitute customer harassment.
① Examples of cases in which a customer's demands lack validity
Cases in which no defects or negligence are found in the products or services provided by our hotel.
Cases in which the demands are unrelated to our hotel's products or services.
② Examples of means or conduct used to fulfill demands that are socially unacceptable
a) Conduct highly likely to be considered unacceptable, regardless of the validity of the demands
Physical violence (assault or bodily injury)
Entry into the hotel by individuals suffering from designated infectious diseases.
Psychological attacks (threats, slander, defamation, insults, or verbal abuse)
Intimidating behavior (shouting, verbal abuse, or intimidation)
Entry into the hotel by members or associates of a corporation whose officers include individuals classified as members of organized crime groups.
Intimidating behavior, conduct that disrupts public order or morals, or any behavior that causes discomfort or inconvenience to other guests, including excessive noise.
Demands for prostration or kneeling in apology.
Persistent and repeated unreasonable demands or harassing behavior.
Restrictive conduct (refusal to leave, unauthorized occupation of premises, or confinement).
Discriminatory remarks or behavior.
Sexual remarks or behavior.
b) Conduct highly likely to be considered unacceptable in light of the validity of the demands
Demands for product replacement.
Demands for monetary compensation, including discounts without reasonable grounds.
Demands for apologies without reasonable grounds.
③ Other nuisance behavior by customers
Defamation or malicious statements posted on social media or the internet.

4. Our Response to Customer Harassment
In the event of conduct that constitutes customer harassment, we will take firm and appropriate action to protect our employees. Where necessary, we may refuse access to or use of our facilities. We will also work with external professionals, including the police and legal counsel, and take strict action, including legal measures where appropriate.

5. Our Request to Guests
We will continue striving to provide our guests with a comfortable environment and attentive hospitality. However, should any conduct constituting customer harassment be identified, we will respond in accordance with this policy. We kindly ask for your understanding and cooperation.