Customer Harassment Policy

Definition of “Customer Harassment”

The Company defines “customer harassment” in accordance with the Ministry of Health, Labour and Welfare’s Corporate Manual on Measures against Customer Harassment as complaints, statements, or actions in pursuit of a demand where the means or manner employed are inappropriate by general social standards relative to the reasonableness of the demand itself and thereby detrimental to the employee’s working environment.

Examples of customer harassment are provided below. Please note that these are illustrative examples and do not constitute an exhaustive list.

• Verbal abuse and insults: Addressing employees or other personnel with language that is insulting or abusive
  • Using insulting language directed at employees or other personnel, such as “idiot” or “incompetent.”
  • Expressing dissatisfaction with a service in a manner that belittles the character of employees or other personnel.
• Violence and intimidation: Conduct that is physically violent or intimidating
  • Pounding on tables, throwing objects, or raising a fist at employees or other personnel.
  • Shouting aggressively in a loud voice or making physical contact to push someone aside.
• Sexual harassment: Conduct involving sexual remarks, behavior, or physical contact
  • Directing sexual jokes or comments toward employees or other personnel.
  • Touching a person’s body or repeatedly making remarks or behaving in ways that show sexual interest.
• Excessive demands: Repeatedly making unreasonable requests that exceed the scope of the service provided
  • Forcing the provision of special services free of charge or making demands that exceed the scope of the perks provided.
  • Forcing the provision of services outside business hours that cannot be accommodated.
• Relentless complaints: Repeatedly making the same complaint without reasonable grounds
  • Repeatedly making the same complaint and continuing to press the issue persistently even after it has been resolved.
  • Summoning multiple employees or other personnel one after another and monopolizing their attention for extended periods.
• Prolonged engagement: Unnecessarily monopolizing the attention of employees or other personnel for extended periods of time
  • Persisting in monopolizing the attention of employees or other personnel outside of business hours.
  • Disrupting business operations by demanding unnecessarily lengthy explanations of matters at hand.
• Defamation on social media or other online platforms
  • Posting the names or photos of specific employees or other personnel and attacking them with comments such as “This person is incompetent” or “The service was terrible.”
  • Deliberately spreading false information and making baseless defamatory statements such as “This facility is committing fraud” or “This employee is a criminal.”
• Demanding the punishment of employees or other personnel
  • Directly contacting the Company’s administrative department or other relevant authority and demanding the dismissal of employees or other personnel due to your strong dissatisfaction with their service.
  • Posting comments demanding punishment for specific employees or other personnel, such as “This person should face strict disciplinary action” or “An apology isn’t enough.”
• Demanding apologies without reasonable cause
  • Forcing an apology despite there being no issue with the Company’s facilities or services.
  • Demanding an apology from the Company based on personal feelings or dissatisfaction.

Action Taken to Address Customer Harassment

The Company will take firm and decisive action to address any conduct confirmed to constitute customer harassment in order to protect its employees or other personnel, and may implement any of the following measures as necessary.

• Refusing accommodation or otherwise denying access to the Company’s facilities or services.
• Recording conversations or other interactions with customers when necessary, and retaining and using such recordings as documentation at a later date.
• Taking legal action in cooperation with external experts such as the police or legal counsel.

A Request to Our Hotel Guests

We respectfully ask for your understanding and cooperation with regard to the Company’s policy as outlined above. While the vast majority of our customers use the Company’s facilities and services without engaging in any of the conduct described above, we kindly ask for your understanding and cooperation in the event that any act constituting customer harassment does occur, as we will take action in accordance with the Company’s policy as outlined above.

The Company will continue to make every effort to provide better services and to build stronger relationships with our customers.