Basic Policy on Customer Harassment

■Introduction

As the hotel operator of Okura Nikko Hotels, Okura Nikko Hotel Management Co., Ltd. strives for “the peak of omotenashi (Japanese hospitality) and aims to create a place that can always provide guests with the best relaxation, enjoyment, and energy.”

In addition to creating a “place that can always provide guests with the best relaxation, enjoyment, and energy,” we aspire to be a company that fosters a workplace where all employees can work with peace of mind, maintaining optimal mental and physical health while cultivating positive guest relationships. We strive to be an environment where all employees can thrive and take pride in their work.
On the other hand, while very rare, there have also been cases in which certain guests have engaged in excessive behavior that has adversely affected the working environment for employees.
We believe that protecting our employees from such actions will lead to offering guests better service in a sustainable manner, and we have therefore established and publicly announced this Basic Policy on Customer Harassment.

We sincerely appreciate and will carefully consider all valuable feedback and requests from guests, and continuously seek to enhance our services based on this input, but we will respond to actions constituting customer harassment in accordance with this basic policy. Your understanding and cooperation in this matter are greatly appreciated.

■Basic Policy on Customer Harassment

Definition of customer harassment

Those complaints, words, and actions from guests (including trading partners) that involve means or manners of achieving the demands made by the complaints, words, or actions that are considered socially unacceptable, in view of the validity of the substance of the demands made, where the means or manner harms the employees’ working environment.

Actions considered customer harassment

• Violence, injury, and other physical attacks
• Violent language, intimidation, threats suggesting exposure on social media, etc., and other psychological attacks
• Excessive demands for an apology, demands that cannot be fulfilled for institutional reasons, and other demands that are inappropriate under socially accepted ideas
• Remaining seated, long telephone calls, excessively repeated inquiries, and other restrictive actions
• Demands for unjust monetary compensation, replacement items, etc. or refusal to pay cancellation fees
• Stalking employees or words or actions constituting sexual harassment of employees
• Actions defaming or causing harm to trust in the company or its employees through posting on social media, etc.

The above definition and examples of actions have been formulated based on the Corporate Manual on Measures against Customer Harassment published by the Ministry of Health, Labour and Welfare. These examples of actions are given merely as examples and are not intended to be exhaustive.

Responses to customer harassment

We have developed the following internal regimes to respond to customer harassment.

• Educating employees about customer harassment and response methods through the formulation of a customer harassment response manual
• Establishing a protocol for handling customer harassment incidents
• Establishing a consultation desk for employees to report customer harassment incidents
• Collaborating with attorneys and other external professional bodies for additional support and guidance

If a guest takes action found to be customer harassment, we will take firm action as an organization if the behavior undermines the working environment of our employees. We will initially seek a resolution through reasonable dialogue with the guest. However, if we determine that the guest’s behavior is malicious, we may terminate our response and pursue legal action in collaboration with law enforcement, attorneys, and other external agencies.

If a guest using the Okura Nikko Hotels Reservation Center and One Harmony Secretariat operated by the company engages in behavior that constitutes customer harassment, we may refuse to provide further assistance or continue hotel reservation procedures, revoke One Harmony membership, and decline any future membership applications.

One Harmony Member Terms　One Harmony | Okura Nikko Hotels Membership Program

February 1, 2025

Okura Nikko Hotel Management Co., Ltd