CUSTOMER
HARASSMENT
POLICY

Hotel GrandBach pursues the concept of "providing healing and inspiration through food and music," and seeks to offer all guests a relaxing experience. To ensure our staff always welcome guests with the highest hospitality, we will respond firmly to demands or actions that may significantly harm employee rights or the workplace environment.

1. Definition of Customer Harassment

We primarily address conduct described in the Ministry of Health, Labour and Welfare's "Corporate Manual for Customer Harassment Countermeasures" as "complaints or behavior from customers where, in light of the validity of the content of the demand, the means or manner of realizing that demand are socially unreasonable, and such means or manner harm the work environment of employees."

2. Acts Subject to This Policy

In accordance with the Ministry of Health, Labour and Welfare's "Corporate Manual for Customer Harassment Countermeasures," the scope is not limited to the following acts alone.

(1) Examples of "cases where the content of a guest's demand lacks validity"
・When no defect or negligence is found in our hotel's products or services
・When the content of the demand is unrelated to our hotel's products or services

(2) Examples of "means or manner of realizing a demand that are socially unreasonable"

a. Highly likely to be deemed unreasonable regardless of the validity of the demand
・Physical attacks (assault, injury)
・Psychological attacks (threats, slander, defamation, insults, abusive language)
・Intimidating behavior
・Demands to prostrate oneself (dogeza)
・Continuous (repeated) or persistent (relentless) behavior
・Restraining actions (refusal to leave, loitering)
・Discriminatory behavior
・Sexual behavior
・Attacks or demands directed at individual employees

b. May be deemed unreasonable in light of the validity of the demand
・Demands for product exchange
・Demands for monetary compensation
・Demands for apology without reasonable grounds

(3) Other disruptive behavior by guests
・Defamatory or slanderous conduct on social media or the internet

3. Response to Customer Harassment

When acts constituting customer harassment occur, if dialogue is not possible or the behavior is deemed malicious, we will respond firmly in accordance with our company policy and may refuse to provide services or facility access as necessary. We will also coordinate with external agencies such as police and legal counsel to take strict action, including legal measures.

Our hotel may record conversations with staff during telephone interactions and in-person service.

4. Request to Our Guests

Hotel GrandBach strives to provide services that delight our guests. However, should any behavior or conduct constituting customer harassment be confirmed, we will respond strictly in accordance with this policy to ensure a comfortable experience for all guests. We ask for your understanding and cooperation.