{"id":6334,"date":"2026-06-16T15:09:33","date_gmt":"2026-06-16T06:09:33","guid":{"rendered":"https:\/\/icyokohama-pier8.com\/?page_id=6334"},"modified":"2026-07-24T09:47:45","modified_gmt":"2026-07-24T00:47:45","slug":"customer-harassment","status":"publish","type":"page","link":"https:\/\/icyokohama-pier8.com\/en\/customer-harassment\/","title":{"rendered":"Basic Policy on Customer Harassment"},"content":{"rendered":"\n

Under the corporate philosophy of “True Hospitality for Good” of IHG Hotels & Resorts, InterContinental Yokohama Pier 8 aims to provide genuine hospitality that delights our guests, to develop good business relationships with our partners, and to bring the joy of work to the hotel’s employees.<\/p>\n\n\n\n

While receiving valuable opinions from everyone each day, the hotel will work to earn even greater empathy for this corporate philosophy. At the same time, we sometimes encounter demands or behavior by guests that exceed the bounds of what is socially acceptable or that harm the dignity of our employees. We also consider it the hotel’s responsibility under this corporate philosophy that our employees do not engage in such acts toward our business partners. In light of these, the hotel establishes this Basic Policy on Customer Harassment as a guideline for our daily efforts.<\/p>\n\n\n\n

1. Definition of Customer Harassment<\/h3>\n\n\n\n

This policy covers, as described in the “Corporate Manual for Measures against Customer Harassment” published by Japan’s Ministry of Health, Labour and Welfare, “complaints or conduct from customers, etc. in which, in light of the validity of the content of the demand, the means or manner of realizing the demand is socially unacceptable, and by which the working environment of workers is harmed.” Specific examples are listed in 2 below, but are not limited to these.<\/p>\n\n\n\n

2. Examples of Covered Acts<\/h3>\n\n\n\n

a. Demands lacking validity<\/h4>\n\n\n\n
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  1. Cases where no defect or fault is found in the service or product<\/li>\n\n\n\n
  2. Cases where the content of the demand is unrelated to the content of the service or product<\/li>\n<\/ol>\n\n\n\n

    b. Means or manner of realizing the demand being socially unacceptable<\/h4>\n\n\n\n
      \n
    1. Physical attacks (assault, injury)<\/li>\n\n\n\n
    2. Psychological attacks (threats, slander, defamation, insults, abusive language)<\/li>\n\n\n\n
    3. Intimidating behavior<\/li>\n\n\n\n
    4. Demands to kneel and apologize (dogeza)<\/li>\n\n\n\n
    5. Continuous (repeated) and persistent (insistent) conduct<\/li>\n\n\n\n
    6. Restraining behavior (refusal to leave, sit-ins)<\/li>\n\n\n\n
    7. Discriminatory conduct<\/li>\n\n\n\n
    8. Sexual conduct<\/li>\n\n\n\n
    9. Attacks on or demands against individual employees (calling them outside the premises, forcing them to accompany, acts that infringe privacy)<\/li>\n\n\n\n
    10. Demands for internal punishment such as dismissal of employees (which may be deemed unacceptable in light of the validity of the demand)<\/li>\n\n\n\n
    11. Unreasonable demands for product exchange<\/li>\n\n\n\n
    12. Unreasonable demands for compensation by goods, cash, gift certificates, points, or other means<\/li>\n\n\n\n
    13. Demands for apology without reasonable grounds<\/li>\n\n\n\n
    14. Other various harassment acts<\/li>\n<\/ol>\n\n\n\n

      c. Other nuisance acts<\/h4>\n\n\n\n
        \n
      1. Slander on social media or the Internet<\/li>\n\n\n\n
      2. Repeated phone calls or emails<\/li>\n<\/ol>\n\n\n\n

        3. Response to Customer Harassment<\/h3>\n\n\n\n

        In order to respect the human rights of all parties and to realize our corporate philosophy, the hotel will respond to customer harassment as follows.<\/p>\n\n\n\n