Vessel Hotels has established the following guidelines for dealing with customer harassment.
Vessel Hotel Development Co., Ltd. has the vision of "loving you, your family, and the city," and aims to be a company that will be close to our customers' lives and be a partner with them throughout their lives.
In order to realize our vision, we believe it is essential to create an environment where each employee can work with peace of mind, without their dignity being violated.We have now established a code of conduct for dealing with customer harassment so that our employees can provide our customers with a smile, the best hospitality, and an inspiring experience.
October 1, 2026
Vessel Hotel Development Co., Ltd.
Purpose of taking measures against customer harassment
We believe that creating a workplace environment where our employees are healthy both physically and mentally and can work with peace of mind will lead to providing our customers with services that satisfy them more, and our goal is to build better relationships with our customers.
Definition of Customer Harassment
The law primarily targets "complaints and behavior from customers, etc., when, in light of the validity of the content of the demands made in the complaint or behavior, the means or manner of realizing the demands is inappropriate according to social standards, and the working environment of employees is harmed by the means or manner," as stated in the "Corporate Manual for Countermeasures against Customer Harassment" published by the Ministry of Health, Labor and Welfare.
Examples of targeted acts
This will be in accordance with the "Customer Harassment Prevention Corporate Manual" published by the Ministry of Health, Labour and Welfare.
https://www.mhlw.go.jp/content/11900000/000915233.pdf
Please note that the scope of this measure is not limited to the following actions only.
1. Examples of cases where customer requests lack reasonableness.
(1) In cases where no defects or negligence are found in our products or services.
(2) When the content of the request is unrelated to the content of our products or services.
2. Examples of means or methods used to achieve a demand that are considered inappropriate according to generally accepted social norms.
(1) Those that are likely to be deemed inappropriate regardless of the validity of the request.
① Physical attack (assault/injury)
② Psychological attacks (threats, slander, libel, insult, abusive language)
③ Intimidating words and actions
④ Demand for prostration
⑤ Persistent and persistent words and actions
⑥ Restraining behavior (refusal to leave, refusal to stay)
⑦ Discriminatory words and actions
⑧ Sexual words and actions
⑨ Attacks and demands against individual employees
(2) Those that may be deemed inappropriate in light of the appropriateness of the requirements
① Request for product exchange
② Demands for monetary compensation - Demands for apologies without reasonable cause
3. Other disruptive behavior by customers
Attacks and demands against our company or individual employees (including unauthorized photography of employees' faces or name tags, defamation and slander on social media or the internet, demands for disclosure of personal information, stalking, etc.)
Dealing with Customer Harassment
If we determine that an act constituting customer harassment has occurred, we reserve the right to, in principle, suspend business with you and refuse your accommodation, use of our facilities, or provision of food and beverages.
Furthermore, if we determine that an act is malicious, we will report it to the police and take strict measures, including legal action, in accordance with the judgment of our lawyers.
Request to customers
Most customers are already complying with the above points, and we will continue to work hard to build even better relationships with our customers. However, in the unlikely event that any behavior that constitutes customer harassment is confirmed, we will respond in accordance with this code of conduct. We appreciate your understanding and cooperation.
Established on April 1, 2024
Revised October 1, 2026
