CUSTOMER HARASSMENT POLICY
Basic Guidelines on Customer Harassment

Basic Guidelines on Customer Harassment

1. Basic Policy

At SPA&HOTEL SPA＆HOTEL MAIHAMA EURASIA, we aim to be a spa and hotel that provides high-quality service and a comfortable experience for each and every guest. At the same time, providing a safe and secure working environment for our employees is also an important responsibility of ours.

2. Definition of Customer Harassment

This primarily focuses on the following concepts outlined in the "Customer Harassment Prevention Corporate Manual" published by the Ministry of Health, Labour and Welfare.

"Among complaints and statements from customers, etc., those in which, in light of the validity of the content of the demands in said complaint or statement, the means and manner of fulfilling said demands are socially unacceptable, and such means and manner harm the working environment of employees."

Please note that the actions covered are not limited to those listed below, and other cases are also included.

3. Main examples

  • Physical attack (assault/battery)
  • Psychological attacks (threats, slander, libel, insult, abusive language)
  • Demand for prostration
  • Persistent and persistent words and actions
  • Restraining behavior (refusal to leave, loitering, imprisonment)
  • Discriminatory and sexual remarks
  • Attacks and demands against individual employees
  • Unreasonable demands for product exchange, monetary compensation, and apologies.

4. Responding to Customer Harassment

We will respond appropriately and fairly to any actions that constitute customer harassment, prioritizing the dignity and safety of our employees. We will engage in careful discussions with customers and seek reasonable solutions through dialogue.

However, if we determine that reasonable discussion or communication is difficult, we may refuse to provide services such as accommodation, entry to the premises, or food and beverages. This measure is taken to ensure the safety of other guests and employees, and to protect a safe and secure working environment.

Furthermore, we may seek the judgment of experts such as the police or lawyers as needed and take appropriate action.

5. Finally

We aim to provide all our customers with a comfortable and relaxing experience, while also ensuring a safe and secure working environment for our employees.

We kindly ask for your understanding and cooperation.

SPA&HOTEL SPA＆HOTEL MAIHAMA EURASIA
Musashino Co., Ltd.