Basic Policy on
Customer Harassment

Basic Policy on Customer Harassment

We believe it is essential for our hotel staff to foster relationships with our guests while creating a workplace environment where each individual's physical and mental well-being is maintained, their dignity is never compromised, and they can work with peace of mind and a smile.

We are pleased to announce that our hotel has formulated and is publishing our "Action Policy Against Customer Harassment." （https://www.mhlw.go.jp/content/11900000/000915233.pdf）This policy is based on the "Corporate Manual for Countermeasures Against Customer Harassment" issued by the Ministry of Health, Labour and Welfare and the Hotel Business Act, and is designed to protect our hotel staff.

Definition of Customer Harassment

Based on the content outlined in the "Customer Harassment Response Manual for Companies" published by the Ministry of Health, Labour and Welfare, we define customer harassment as follows: Among customer complaints or statements, those where the means or manner of achieving the requested content is deemed socially unacceptable in light of the reasonableness of the request itself, and where such means or manner harms the working environment of staff.

Acts constituting customer harassment

This policy complies with the "Corporate Manual for Handling Customer Harassment" published by the Ministry of Health, Labour and Welfare. Please note that the following descriptions are examples and are not intended to be exhaustive.

When the content of requests from customers or others lacks validity

・In cases where no defect or negligence is found in the products or services provided by this hotel (demands for quality exceeding a reasonable level).

・When the content of the request is unrelated to the products or services provided by this hotel.

・When demanding monetary compensation, product exchanges, etc., without reasonable justification.

・When demanding an apology or similar action without reasonable grounds.

・When requesting specific staff members to handle inquiries or offer apologies without reasonable justification.

・When the means or manner by which the customer seeks to achieve their request is deemed unreasonable by social standards.

・Physical assault (assault and battery).

・Psychological attacks (threats, slander, defamation, insults, verbal abuse).

・Intimidating words and actions (shouting insults, threats).

・Requests for prostrations, demands for apologies from the president and others, and demands for internal disciplinary action against staff members.

・Persistent (repeated) and relentless (annoying) behavior, demanding repeated meetings or phone calls without reasonable justification.

・Constraining behavior (refusing to leave, lingering, confinement), actions that unreasonably detain hotel staff for extended periods through meetings, phone calls, etc. Persistent (repeated) and persistent (nagging) speech or actions, actions that unreasonably demand repeated meetings, phone calls, or other responses without justifiable cause.

・Demanding that hotel staff be summoned outside the hotel's operational facilities without reasonable cause to respond to requests, apologize, or engage in similar actions.

・Discriminatory words and actions.

・Sexually suggestive words or actions.

・Attacks, demands, or privacy violations directed at individual staff members.

・Online defamation and slander, persistent contact via email, SNS, etc.

・Acts causing property damage (damage, destruction, use beyond normal scope).

We kindly ask our customers to refrain from any actions that constitute customer harassment, including the behaviors mentioned above. We appreciate your understanding and cooperation in this matter.

Handling Customer Harassment

In cases where acts constituting customer harassment occur, we will take firm action to protect our staff. This may include refusing facility use and suspending or terminating contracts for lodging, food service, or other agreements with the customer as necessary. We will also collaborate with external professionals such as police and attorneys to handle the matter strictly, including through legal measures.

Notice to Our Customers

The majority of our guests have not experienced any such issues and continue to enjoy their stay at our hotel.However, should any conduct constituting customer harassment be confirmed, we will respond resolutely in accordance with this policy.We will continue to strive to provide our customers with higher quality services. We kindly ask for your continued understanding and cooperation.