Customer Harassment Basic Policy Customer Harassment Basic Policy

Tobu Hotel Management Co., Ltd. is committed to improving all services and technologies we provide to ensure that our guests can stay at Hotel safely and with peace of mind.
On the other hand, there have been instances where the inappropriate behavior of some customers has caused harm to employees and other customers. Therefore, in order to ensure a safe working environment for our employees and the sustainability of our services, we have formulated and published this basic policy. We ask for your understanding that this policy is not intended to exclude valuable feedback from our customers.

Customer harassment scenarios

This initiative primarily targets "complaints and behaviors from customers, etc., that are socially unacceptable in terms of the means and manner used to achieve those demands, and that harm the working environment of employees," as described in the "Customer Harassment Countermeasures Corporate Manual" published by the Ministry of Health, Labour and Welfare.
Please note that the scope of this measure is not limited to the following actions only.

The actions in question

This will be in accordance with the "Customer Harassment Prevention Corporate Manual" published by the Ministry of Health, Labour and Welfare.

[Requests that are likely to be deemed inappropriate regardless of their validity]

• Physical and mental attacks (assault, injury, threats, defamation, libel, insult, abusive language)
• Demand for prostration
• Persistent and persistent words and actions
• Restraining behavior (refusal to leave, loitering, imprisonment)
• Discriminatory or sexual remarks and defamation
• Acts such as stalking, photographing, and recording individual employees.
• Attacks and demands against individual employees

[Items that may be deemed inappropriate in light of the validity of the requirements]

• Request for product exchange
• demand for monetary compensation
• Demand for an apology (excluding prostration)

Responding to customer harassment

[Customer Service]

While we will seek reasonable discussions to resolve any customer harassment, we reserve the right to refuse service if we deem the behavior to be malicious.

[Measures for employees]

• To prepare for customer harassment incidents, we conduct training on how to handle such situations quickly, ensuring that each employee can respond promptly.
• We have established a customer harassment response manual and built an internal system to address it.
• We have established a consultation service for customer harassment.
• To ensure a more appropriate response, we will collaborate with external organizations (such as the police and lawyers).

A request to our customers

While most of our guests have not experienced any incidents like those described above and have enjoyed using our Hotel's services, in the unlikely event that any conduct constituting customer harassment is confirmed, we will respond resolutely in accordance with these guidelines. We will continue to strive to provide our guests with the highest quality service, and we ask for your continued cooperation.

August 20, 2025