Basic Policy Against Customer Harassment

Tokyo Bay Maihama Hotel First Resort aims to provide superior service with a “spirit of hospitality” from every employee, delivering joy and inspiration to our guests.
At the same time, we believe it is essential for the employees providing these services to be healthy in both mind and body, and for an environment to be established where they can work with peace of mind.
To ensure that the human rights of all people involved in our business are respected and that even more guests can enjoy a satisfying experience, Tokyo Bay Maihama Hotel First Resort has established and hereby announces this “Basic Policy Against Customer Harassment.”

Definition of Customer Harassment

We define customer harassment as “complaints or behavior from customers where the methods or manners used to achieve their demands are unreasonable by social standards in light of the validity of the content of said demands, and where such methods or manners harm the working environment of employees,” as described in the “Corporate Manual for Customer Harassment Measures” created by the Ministry of Health, Labour and Welfare.

Acts Subject to Customer Harassment

The following list provides examples and is not exhaustive.

Cases where the content of the customer’s demand lacks validity

  • Cases where no defect or negligence is found in the products or services provided by Tokyo Bay Maihama Hotel First Resort
  • Cases where the content of the demand is unrelated to the products or services provided by Tokyo Bay Maihama Hotel First Resort

Cases where the methods or manners used to achieve the customer’s demands are unreasonable by social standards
(Items highly likely to be considered unreasonable regardless of the validity of the demand content)

  • Physical attacks (assault, injury)
  • Psychological attacks (threats hinting at exposure on SNS, etc., slander, defamation, insults, verbal abuse)
  • Coercive behavior or language
  • Demanding a kowtow (dogeza)
  • Continuous (repeated) or persistent (harassing) behavior or language
  • Restrictive actions (refusal to leave, staying for long periods, long phone calls, confinement)
  • Discriminatory behavior or language
  • Sexual behavior or language
  • Attacks or demands directed at individual employees (stalking, etc.)

(Items that may be considered unreasonable in light of the validity of the demand content)

  • Demands for product exchange
  • Demands for monetary compensation
  • Demands for an apology

Response to Customer Harassment

Regarding opinions and requests received from customers, we will seek resolution through reasonable discussion and strive to build better relationships. If we determine that a customer’s demands or behavior constitute customer harassment, we may, in principle, refuse the use of our facilities. Furthermore, we will take appropriate measures by cooperating with external professional organizations, such as consulting with, contacting, or reporting to lawyers and the police as necessary.

Initiatives at Tokyo Bay Maihama Hotel First Resort

  • We will establish a system to ensure the company can respond appropriately in the event of customer harassment.
  • We will establish a manual for responding to customer harassment, provide necessary education to employees, and implement measures to help them master response techniques.
  • We will set up a consultation desk and strive to provide mental and physical care for employees who have experienced customer harassment.

Date of Establishment: 2026-10-01