Under the corporate purpose of IHG Hotels & Resorts, “True Hospitality for Good,” InterContinental Yokohama Pier 8 aims to provide true hospitality that delights our guests, fosters strong relationships with our business partners, and brings joy to work for our employees. We are committed to continuously improving our services through the valuable feedback we receive daily, and to earning your trust and understanding of this purpose.
However, we have observed instances in which certain demands or behaviors by guests exceed socially accepted norms and undermine the dignity of our employees. It is also our responsibility, based on our corporate purpose, to ensure that our employees do not engage in such behavior toward our guests or business partners.
In light of these considerations, we have established this Basic Policy on Customer Harassment as a guideline for our daily operations.
1. Definition of Customer Harassment
Customer harassment is defined as “complaints and behaviors from customers, etc., where the methods and manner employed to achieve the demands, in light of the reasonableness of the content of such demands, are deemed inappropriate according to societal norms, and such methods and manner harm the working environment of workers,” as stated in the Customer Harassment Countermeasures Corporate Manual published by the Ministry of Health, Labour and Welfare.
Specific examples include, but are not limited to, those outlined in Section 2 below.
2. Examples of Behaviors Regarded as Customer Harassment
(a) Unreasonable Demands
- No defect or negligence is found in the services or products.
- The demands are not related to the services or products.
(b) Methods or Behaviors Deemed Inappropriate According to Societal Norms
- Physical attacks (assault and injury).
- Psychological attacks (threats, defamation, slander, insults, verbal abuse).
- Intimidating language or behavior.
- Demanding apologies in the form of kneeling.
- Continuous (repeated), persistent (insistent) behavior.
- Restrictive behavior (refusal to leave, remaining on-site).
- Discriminatory language or behavior.
- Sexual language or behavior.
- Attacks or demands directed at individual employees (forcing them to meet outside the workplace, forcing accompaniment, or intruding upon their privacy).
- Demands for internal disciplinary action such as dismissal of employees (which may be considered unreasonable in light of the appropriateness of the request).
- Unreasonable requests for exchange of goods.
- Unreasonable demands for compensation in the form of goods, cash, vouchers, points, or other benefits.
- Unreasonable demands for apologies.
- Various other forms of harassment.
(c) Other Nuisance Behaviors
- Defamation or slander on social media or online platforms.
- Repeated phone calls or emails.
3. Our Response to Customer Harassment
To respect the human rights of all parties involved and to realize our corporate purpose, our hotel will respond to customer harassment as follows:
- When customer harassment is directed at our employees, we will sincerely engage in dialogue with customers to foster understanding and resolve issues. However, if such behavior is repeated, we may refuse reservations or the use of our hotel facilities. This measure is taken in accordance with Article 5, Paragraph 1, Item 3 of the Hotel Business Act and Article 5-6 of the Regulation for Enforcement of the Hotel Business Act. Furthermore, if the hotel deems the behavior malicious or dialogue impossible, the hotel may request the guest to leave the premises, report the matter to the police, or involve legal counsel.
- Any behavior by our employees that constitutes customer harassment will be dealt with strictly.
- We will provide education to our employees on customer harassment, establish a response framework, and set up a consultation service. We will also provide care for employees who have experienced customer harassment.
March 2026
InterContinental Yokohama Pier 8
General Manager Mari Takara