Sotetsu Hotel Management
Basic Policy on Customer Harassment
customer_harassment
At Sotetsu Hotel Management, we are committed to providing a safe and comfortable environment, aiming to be a hotel loved by a wide range of guests through our daily operations.
At the same time, guided by our management philosophy of "Valuing People – Happy employees provide better service, " we believe that creating an environment where our staff can work with peace of mind, both physically and mentally, and feel fulfilled is essential to delivering satisfying service to our guests.
Therefore, to address acts that constitute customer harassment, such as verbal abuse, threats, and unreasonable demands toward our employees, we have established the Sotetsu Hotel Management Basic Policy on Customer Harassment and will respond firmly to such behavior.
At the same time, guided by our management philosophy of "Valuing People – Happy employees provide better service, " we believe that creating an environment where our staff can work with peace of mind, both physically and mentally, and feel fulfilled is essential to delivering satisfying service to our guests.
Therefore, to address acts that constitute customer harassment, such as verbal abuse, threats, and unreasonable demands toward our employees, we have established the Sotetsu Hotel Management Basic Policy on Customer Harassment and will respond firmly to such behavior.
Definition of Customer Harassment
According to the Ministry of Health, Labour and Welfare, customer harassment is defined in the Corporate Manual for Customer Harassment Countermeasures as follows:
"Among complaints or behaviors from customers or others, those in which the method or manner of conveying the demand is socially unacceptable in light of the reasonableness of the demand itself, and which harm the employee’s working environment as a result.
"Among complaints or behaviors from customers or others, those in which the method or manner of conveying the demand is socially unacceptable in light of the reasonableness of the demand itself, and which harm the employee’s working environment as a result.
Examples of Customer Harassment
The following examples are based on the Corporate Manual for Customer Harassment Countermeasures published by the Ministry of Health, Labour and Welfare.
Please note that these are not the only actions considered as customer harassment.
Examples of Cases Where the Customer's Demands Lack Reasonableness
- When no defect or fault can be found in the company’s products or services
- When the demand is unrelated to the content or nature of the company’s products or services
Examples of Socially Unacceptable Methods or Behaviors Used to Make Demands
- Physical or mental abuse (assault, injury, threats, slander, defamation, insults, abusive language) and threatening behavior
- Repetitive or persistent demands
- Demanding an employee to kneel in apology
- Coercive behavior (long phone or in-person detainment, refusing to leave, staying without permission, or confinement)
- Discriminatory or sexual remarks
- Personal attacks or demands directed at individual employees
- Posting personal information or defamatory content about employees on social media or the internet
- Demands for unreasonable or excessive services
- Demands for product replacement, monetary compensation, or apologies without just cause
Response to Customer Harassment
- If behavior is determined to constitute customer harassment, we will take a firm stance to protect our employees and may suspend services or cease further interaction with the customer.
- In cases deemed malicious or criminal, we will respond strictly, including potential legal action, in cooperation with the police, legal counsel, or other relevant authorities.
Request to Our Guests
We recognize that the vast majority of our guests do not engage in behavior that constitutes customer harassment. However, it is also true that a small number of such incidents have occurred.
If such behavior is identified in the future, we will respond in accordance with this policy.
We kindly ask for your understanding and cooperation.
If such behavior is identified in the future, we will respond in accordance with this policy.
We kindly ask for your understanding and cooperation.
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