CUSTOMER HARASSMENT POLICY
Customer Harassment Policy
Basic policy on customer harassment
1. Basic Policy
LIBER HOTEL OSAKA (hereinafter referred to as "the Hotel") aims to provide each and every guest with high-quality service and a comfortable stay. At the same time, we believe that creating an environment in which our employees can work with peace of mind is also an important responsibility of the Hotel.
2. Definition of Customer Harassment
The following principles, as outlined in the "Customer Harassment Prevention Corporate Manual" published by the Ministry of Health, Labour and Welfare, will be the primary focus.
"Among complaints and statements from customers, etc., those in which, in light of the validity of the content of the demands in said complaint or statement, the means and manner of fulfilling said demands are socially unacceptable, and such means and manner harm the working environment of the workers."
Please note that the actions covered are not limited to the examples in the following section, but also include others actions.
3. Main examples of customer harassment
- Physical attack (assault/battery)
- Psychological attacks (threats, slander, libel, insult, abusive language)
- Demand for prostration
- Persistent and persistent words and actions
- Restraining behavior (refusal to leave, loitering, imprisonment)
- Discriminatory and sexual remarks
- Attacks and demands against individual employees
- Unreasonable demands for product exchange, monetary compensation, and apologies.
4. Responding to Customer Harassment
In response to any actions that constitute customer harassment, we will prioritize the dignity and safety of our employees and respond appropriately and fairly. We will engage in thorough discussions with customers and seek reasonable solutions through dialogue.
However, if we determine that a reasonable discussion is not possible, we may refuse to provide services such as Stay, meals, spa treatments, or banquets. This is a measure to protect the safety of other guests and employees, as well as to ensure a safe and secure working environment.
Furthermore, if we determine that the actions are malicious, we will consult with experts such as the police and lawyers and take appropriate action.
5. Finally
Our hotel aims to provide all our guests with a comfortable and relaxing stay, while also ensuring a safe and secure working environment for our employees.
We kindly ask for your understanding and cooperation.
LIBER HOTEL OSAKA
Musashino Co., Ltd.
