Customer Harassment Policy
Effective May 1, 2025 – Honke Bankyu Co., Ltd.

At Honke Bankyu Co., Ltd., we are committed to providing heartfelt hospitality and genuine smiles, aiming to create a safe and comfortable lodging experience where all guests can stay with peace of mind.
To achieve this, we recognize the importance of respecting the human rights of our employees and ensuring a working environment where they can feel mentally and physically safe. Accordingly, we have established this policy on customer harassment within our facility.

Please note that the following is based on the Customer Harassment Countermeasure Manual issued by the Ministry of Health, Labour and Welfare of Japan.

Acts Constituting Customer Harassment

We adhere to the definitions outlined in the Customer Harassment Countermeasure Manual issued by the Ministry of Health, Labour and Welfare. However, the examples below are not exhaustive.

When the customer’s demands are deemed unreasonable:

1. When there is no fault or negligence in the services provided by our facility.

2. When the demand is unrelated to the nature of our services.

When the methods or manner of the demand are socially unacceptable:

Acts likely to be deemed unreasonable include:

• Physical violence or assault

• Threats, slander, defamation, insults, or verbal abuse

• Intimidating language or behavior

• Demanding an employee to kneel in apology

• Persistent and continuous aggressive behavior

• Refusal to leave or remaining on the premises without cause

• Discriminatory remarks

• Sexually inappropriate behavior

• Personal attacks or demands directed at individual employees

• Unreasonable demands for product exchanges

• Monetary compensation without reasonable grounds

• Unjustified demands for apology

• Defamation or harassment of our services or employees via social media or online platforms

• Stalking of individual employees

Response to Customer Harassment

For actions that fall under the above definitions, we seek to resolve the situation through rational dialogue and mutual understanding. However, if the behavior is deemed malicious or dialogue proves impossible, we reserve the right to refuse service.
We may also consult legal professionals, such as attorneys, and take appropriate legal action if necessary.

Request to Our Guests

We deeply value our guests and strive to maintain positive relationships. However, in the event that any behavior is identified as customer harassment, we will respond in accordance with this policy, through organizational means.
We sincerely appreciate your understanding and cooperation in ensuring a respectful and safe environment for both guests and staff.