Customer Harassment Response Policy

Our hotel strives to provide services that deliver the highest level of satisfaction by meeting our guests’ trust and expectations, and we are committed to treating our guests with sincerity. Acts of customer harassment can harm the character and dignity of our employees and may also disrupt the work environment. To protect the human rights and dignity of each and every employee, our hotel will take a firm and systematic stance against such behavior.

Customer harassment refers to complaints, requests, or conduct by customers, business partners, or other parties where:

• ・the appropriateness of the request itself is questionable; or
• ・the means or manner used to pursue the request are considered socially unacceptable;

and such conduct harms the working environment of employees.

Examples include, but are not limited to:

• ・Physical assault or violence
• ・Verbal abuse, shouting, insults, defamation, or intimidating behavior
• ・Discriminatory remarks regarding nationality, gender, appearance, or other personal characteristics
• ・Sexual remarks or conduct
• ・Repeated, persistent, or excessive demands
• ・Refusal to leave the premises, loitering, or prolonged complaints that unreasonably restrain employees
• ・Unauthorized entry into operational or employee-only areas, including reception counters and offices
• ・Personal attacks against employees or demands directed toward specific employees
• ・Recording employees, obtaining personal information, or posting or publishing such information on social media or other platforms
• ・Requests that are unreasonable, such as those that exceed our legal liability or are unrelated to the services provided by this hotel
• ・Excessive or unreasonable requests

The examples of conduct listed above were formulated based on the “Corporate Manual for Countering Customer Harassment” issued by the Ministry of Health, Labor and Welfare. These examples are illustrative, and customer harassment is not limited to them. In addition, some of the examples of conduct listed may constitute criminal offenses.

When conduct determined to constitute customer harassment is identified, the Hotel will take a firm stance to protect its employees and may take the following measures as appropriate:

• ・Refusing to enter into a lodging agreement or to allow use of our facilities or services
• ・Audio-record or video-record conversations or interactions with customers and retain and use such records when necessary
• ・Take legal action in cooperation with external professionals, including attorneys and law enforcement authorities

We kindly ask for our guests’ understanding and cooperation regarding the hotel’s policy outlined above.
While the vast majority of our guests use our facilities and services without any incidents falling under the above categories, should we identify any behavior that constitutes customer harassment, we will take appropriate action in accordance with this policy. We sincerely appreciate your understanding and cooperation.

OSAKA AIRTERMINAL HOTEL is committed to fostering an environment in which customers and employees treat one another with mutual respect while continuing to provide the highest standard of service.