At our company,
under the philosophy of “Creating Inspiration.
Enriching Lives,”
we aim to establish a unique hotel brand that offers genuine value,
illuminates the hearts and lives of our guests,
and makes them want to return again.
We strive to become a “chosen hotel.”
To realize this vision,
we believe it is essential to protect the mental and physical well-being of all our staff and to ensure a safe and fulfilling work environment.
While we will continue to sincerely respond to our customers’
feedback and requests,
we will firmly and systematically respond to acts that constitute customer harassment in order to protect our employees.
Please understand that the intent of this policy is not to disregard or reject valuable feedback from customers.
1.Definition of Customer Harassment
Based on the “Customer Harassment Countermeasure Manual for Businesses”
issued by Japan’s Ministry of Health,
Labour and Welfare (February 2022),
we define customer harassment as follows:
Verbal or behavioral complaints or demands from customers,
facility users,
or other stakeholders,
where the method or manner used to make those demands is inappropriate in light of the legitimacy of the content,
and where such actions negatively impact the working environment of our staff.
Examples of Customer Harassment (not limited to the following):
- ・Physical attacks such as violence or injury
- ・Psychological attacks such as threats, defamation, insults, or abusive language
- ・Demanding a deep bow of apology (dogeza)
- ・Intimidating behavior such as shouting or yelling
- ・Repetitive or persistent complaints and similar actions
- ・Unreasonable or excessive demands, or those unrelated to our products/services
- ・Demanding monetary compensation or apologies without valid reason
- ・Prolonged detention, refusal to leave, or excessive phone calls
- ・Personal attacks, stalking, or inappropriate demands directed at individual staff members
- ・Discriminatory remarks or behavior
- ・Sexually suggestive behavior or language
- ・Posting defamatory content or personal information of staff online (including on social media)
2.Response to Customer Harassment
- ・We will engage in calm and rational discussions to find reasonable solutions and build a better relationship with the customer.
- ・If we determine that an act constitutes customer harassment, we will take a firm stance to protect our staff. In some cases, we may decline to provide products or services.
- ・If the act is deemed malicious, we will contact the police or legal experts (e.g., attorneys) and respond in a strict and appropriate manner.
3.Our Internal Measures
- ・We conduct training for our staff on knowledge and appropriate responses related to customer harassment.
- ・We have established consultation desks for internal reports and concerns regarding customer harassment.
- ・We have set up a structured response system to handle such incidents appropriately.
- ・We are committed to providing support and care to staff members who have been harassed and work to prevent recurrence.
- ・We maintain collaboration with external experts (such as legal professionals) and law enforcement for better response measures.
4.Request to Our Customers
We aim to continue responding to your requests and improving our services while building a trusting relationship with our customers.
However, if a customer engages in behavior that constitutes harassment, we will respond firmly in accordance with this policy. We kindly ask for your understanding and cooperation.
We are committed to building a better relationship with all our valued guests.
February 2025
Hulic Hotel Management Co., Ltd.
President and CEO – Yusuke Omachi