TOKYU HOTELS & RESORTS CO., LTD.
Policy on Customer Harassment
TOKYU HOTELS & RESORTS CO., LTD. (hereinafter referred to as our company) upholds the Tokyu Group slogan, "Toward a Beautiful Era - Tokyu Group," as a universal value standard, and sets the purpose of "creating moments that satisfy people, towns, and hearts" as its purpose, and we operate hotels aimed at realizing this goal.
At the hotels and resorts we operate, we believe it is important to create a workplace environment where each employee is healthy both physically and mentally and can work with peace of mind, in order to provide a safe and comfortable stay experience for all our guests.
On the other hand, our company strives to provide sincere and honest services in accordance with the "Tokyu Group Compliance Guidelines" and "Code of Conduct," meeting customers' trust and expectations. However, at times, some customers may engage in acts such as intimidation, mental or restrictive behavior, excessive demands beyond social norms, and acts that constitute sexual harassment.
Our company respects the human rights of our employees and protects their dignity, so that they can feel secure in providing and maintaining improved services to our customers. Therefore, we hereby establish this "Policy on Customer Harassment."
Definition of customer harassment
This refers to complaints and actions from customers, etc., where, in light of the validity of the demands, the means and methods used to achieve them are socially unacceptable, and such means and methods harm the working environment of employees.
[Examples of relevant actions] (Examples)
The following examples are illustrative and not exhaustive.
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Physical or mental attacks (assault, injury, threats, defamation, libel, insult, abusive language)
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Intimidating behavior
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Restraining behavior (refusal to leave, loitering, imprisonment)
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Demand for prostration
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Persistent words and actions, persistent words and actions
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Discriminatory remarks and actions, sexual remarks (including inappropriate contact specific to the hospitality industry)
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Attacks and demands against individual employees
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Posting of employee personal information on social media/the internet, defamation, and publication of audio and images without consent.
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Unreasonable or excessive demands for product replacement, service, monetary compensation, or apology
Responding to customer harassment
[Internal response]
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We will provide education and training on customer harassment, including knowledge and methods for dealing with it.
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We will establish a support system centered on hotel management to enable a swift and appropriate response when customer harassment occurs.
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We will establish a consultation system for customer harassment.
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To ensure a more appropriate response, we will collaborate with external experts such as the police and lawyers.
[External support]
If we determine that a customer's request or behavior constitutes customer harassment, we may interrupt or refuse to provide service to that customer.
Furthermore, if we deem the actions to be malicious, we may take strict action as an organization in cooperation with the police, lawyers, etc.
Scope of application of this policy
This policy applies to all hotels and resort facilities belonging to the "TOKYU HOTELS" operated by TOKYU HOTELS & RESORTS CO., LTD., as well as all employees working at those facilities (including full-time employees, contract employees, part-timers, temporary staff, and temporary staff).
Established June 1, 2026
TOKYU HOTELS & RESORTS CO., LTD.
President and CEO: Takashi Takei