At Kouraku Hotel, we are committed to providing a safe and secure environment for our guests by continuously improving the quality and techniques of our services.
In light of this commitment, we have formulated and are now publishing our basic policy to protect our employees.
We kindly ask for your understanding that this policy does not ignore the valuable opinions and feedback we receive from our guests.

Definition of Customer Harassment

Based on the “Customer Harassment Countermeasure Manual for Companies,” published by the Ministry of Health, Labor and Welfare in February 2022, we define customer harassment as: Among complaints or actions from guests, those where the content of the demand is unreasonable in light of its appropriateness, and the methods or manner used to achieve the demand are inappropriate, thereby harming the working environment of our employees.

【Examples of Customer Harassment】

The following are examples and are not limited to these cases.

• Violence from customers
• Unilateral shouting by customers
• Unreasonable or excessive demands from customers
• Customers forcing responses beyond reasonable limits
• Slander, stalking, or harassment towards employees by customers
• Intimidation or threatening behavior by customers
• Customers refusing to leave, staying without permission, or restraining employees
• Denial of the dignity of employees or discriminatory remarks by customers
• Damaging the reputation of the company or employees, or posting personal information of employees on social media
• Demands for kneeling as an apology, etc

Handling Customer Harassment

【Internal Measures】

• We conduct training on customer harassment knowledge and response methods.
• We have set up a consultation desk for handling customer harassment cases.
• We have established a system for responding when customer harassment occurs.
• For more appropriate responses, we cooperate with the police and external experts (such as lawyers).

【External Measures】

• We strive to build better relationships through rational discussions aimed at a reasonable resolution.
• If we determine that customer harassment has occurred, we may terminate any further interaction and refuse future visits to our establishment.
• In cases where the harassment is deemed particularly malicious, we will contact the police or external experts (such as lawyers) and respond appropriately.

Request to Our Guests

Kouraku Hotel will continue to strive to meet our guests' needs and improve our services, building trusting relationships with our valued guests.
However, in the event of behavior deemed as customer harassment, we will respond firmly in accordance with this policy. We ask for your understanding and cooperation in this matter.

We remain committed to continuing to build better relationships with our guests in the future.

October 2024