Our hotel strives to ensure that our guests can stay with peace of mind and comfort. To achieve higher quality service and protect the human rights, physical and mental health, and working environment of our employees, we will take firm action against customer harassment and respond systematically as an organization. This basic policy is not intended to exclude valuable opinions. We kindly ask for your understanding.
Definition of Customer Harassment
The definition primarily targets "complaints and behaviors from customers, etc., that, in light of the validity of the content of the demands in the complaint or behavior, involve means and methods that are socially unacceptable in fulfilling those demands, and that harm the working environment of employees as a result of those means and methods," as described in the "Customer Harassment Response Corporate Manual" published by the Ministry of Health, Labour and Welfare.
Behavior that constitutes customer harassment
This will be in accordance with the "Customer Harassment Response Corporate Manual" published by the Ministry of Health, Labour and Welfare. Please note that the scope is not limited to the following actions only.
1. The content of the request is unreasonable.
- When no defects or negligence are found in the service or product.
- When the content of the request is unrelated to the content of the service or product.
2. The means or methods used to achieve the demands are considered inappropriate according to generally accepted social norms.
a) Those that are likely to be deemed inappropriate regardless of the validity of the requirements.
・Physical attacks (assault, injury)
- Psychological attacks (threats, slander, libel, insult, abusive language)
- Intimidating behavior (shouting insults, threatening)
・Request for dogeza
- Persistent and persistent words and actions
- Staying in a place for too long - Detaining employees for extended periods without reasonable cause - Discriminatory remarks and actions
Sexual language and behavior
• Demands on individual employees
b) Those that may be deemed inappropriate in light of the validity of the requirements
- Request for product exchange
- Demands for monetary compensation (such as discounts without reasonable cause)
・Demanding an apology without a reasonable justification
3. Other disruptive behaviors
・Slander on SNS or the Internet
Repeated phone calls and emails
Unauthorized filming or recording
- Hinting at personal information, etc.
- Damage to property or physical nuisance
- Access to employee areas
Dealing with Customer Harassment
If a customer engages in any conduct that constitutes customer harassment against our hotel staff, we will take firm action to protect our staff and, if necessary, may refuse service to the staff. We will also cooperate with external experts such as the police and lawyers to take strict action, including legal measures.
We have established a manual for responding to customer harassment and have built an internal system to address this issue.
Request to Visitors
Our hotel strives to provide even greater satisfaction to all our guests by treating them with sincerity and meeting their expectations and earning their trust. We will continue to promote measures against customer harassment in accordance with the law, and we ask for your continued cooperation.
May 2025 enacted