Policy on Customer Harassment

Purpose and Background of Addressing Customer Harassment

At KARAKSA HOTELS Corporation, we are committed to providing high-quality services and to responding with sincerity and integrity to all our guests to ensure their satisfying and comfortable stays.

We also constantly endeavor to create a sustainable employment and working environment, aiming to practice one of the Xymax Group’s management philosophies: “Management should keep employees happy.”

However, there have been cases of demands or behavior by a limited number of guests beyond the bounds of common sense and that harm our employees’ human rights or working environment, including language and actions that deny their personalities, violence, and sexual harassment. To reaffirm our belief that taking a resolute organizational stance against such customer harassment is required to protect our employees and to provide better service, we have established the Policy on Customer Harassment.

Definition of Customer Harassment

Customer harassment is herein defined based on the “Corporate Manual on Measures against Customer Harassment” published by the Ministry of Health, Labour and Welfare of Japan, as a complaint, language, or action by a customer or other person that contains a demand for which the means or manner is unreasonable under normal social conventions in light of the appropriateness of such demand and harms the working environment of employees.

Examples of Conduct That Falls Under Customer Harassment

1. Examples of excessive or unreasonable demands

1) Repeatedly demanding excessive services
2) Repeatedly demanding not to have other guests stay in the room(s) above, below, or next to their own
3) Repeatedly demanding to be served by only a particular employee or that a particular employee not work
4) Repeatedly demanding an apology in a manner that lacks social appropriateness, such as kneeling down on the ground
5) Repeatedly demanding long-term care while excessively drunk
6) Repeatedly making an unreasonable demand in person, by telephone, by e-mail, or otherwise over a long period of time or while reproaching
7) Sexual harassment

2. Examples of means or manners to realize their demand that are unreasonable under normal social conventions

1) Those likely to be judged unreasonable regardless of the appropriateness of the demand
- (i) Physical attack (assault or injury)
- (ii) Physical sexual act
- (iii) Sexual language or action
- (iv) Mental attack (threat, slander, defamation, insult, or verbal abuse)
- (v) Demand for kneeling down on the ground
- (vi) Continuous, persistent inappropriate language or action
- (vii) Unreasonable occupancy (refusal to vacate or staying put) or confinement
- (viii) Discriminatory language or action
- (ix) Attack or demand on an individual employee
2) Those that may be judged unreasonable in light of the appropriateness of the demand
- (i) Demand for exchange of goods
- (ii) Demand for monetary compensation or an apology without reasonable grounds

3. Other nuisance by a customer

1) Acts that interfere with business
2) Slander or defamation on the Internet or in social media

Response to Customer Harassment

Response to Harassing Customers

For any conduct that falls under customer harassment, we will seek a reasonable solution through rational discussion to build a better relationship, but if judging them to be malicious, we may refuse such customers to use our facilities.

Our Measures

1. We will implement training to learn about customer harassment and how to deal with it.
2. We will provide a consultation service concerning customer harassment for employees.
3. We will establish a system to respond to customer harassment when it occurs.
4. We will work in collaboration with outside agencies such as the police and lawyers for better response.

Request to Our Guests

While not many of our guests behave in the ways stated above, should we meet with any conduct that falls under customer harassment, we will respond in accordance with this Policy. We appreciate your understanding and cooperation. We will continuously strive to build good relationships with our guests, create a comfortable environment for them, and put our philosophies into practice.

Entrance
Entrance	・Door and door knob ・Door latch ・Switches ・Air conditioner switches and remote controls
Living area
Living area	・TV ・TV remote controls ・Refrigerator (front door only) ・Desks, tables and furniture ・Laminated signs and ads ・Telephone ・Hand mirror ・Trash can ・Mineral water bottles ・Electric kettle ・Tea set ・Coffee maker ・Hangers ・Shoehorn ・Deodorizing spray bottles ・Washing and drying machine* (switches, front door only) ・Microwave* ・Security box* ・Delivery box* ・Air purifier/humidifier*
Bed area
Bed area	・Night stand ・Light switches and panels ・Tissue box
Bathroom
Bathroom	・Door and door knob ・Sink and faucet ・Hand soap dispenser ・Hair dryer ・Switches and outlets ・Towel racks
Toilet area
Toilet area	・Door and door knob ・Toilet seat and bowl ・Washlet panel ・Toilet paper holder ・Wash basin and faucet ・Toilet floor (using disinfectant spray) ・Towel racks ・Sanitary disposal box