Mercure Sapporo - Mercure Sapporo's Policy on Customer Harassment

Introduction

At Mercure Sapporo, we believe that people are the foundation of hospitality. We aim to be a hotel that welcomes people, connects people with culture, and evokes inspiration. We transform every moment of life, whether Live, Work, or Play, into a time of heartfelt connection.

To provide even more satisfying service and realize our vision, we believe it is essential to create an environment where each employee can work with peace of mind, both physically and mentally, without having their dignity compromised. To ensure that our employees can provide the best hospitality with a smile, we have established this policy on customer harassment at our hotel.

Definition of Customer Harassment

“Customer harassment” is defined based on the “Corporate Manual for Countermeasures against Customer Harassment” published by the Ministry of Health, Labor and Welfare, which states: “Complaints and remarks from customers, etc., where the means and manner of achieving the request are socially inappropriate in light of the appropriateness of the content of the request, and the working environment of workers is harmed by such means and manner.”

Customer harassment is defined as fulfilling the following three elements:

1. Conducted by customers, business partners, facility users, etc.
2. Remarks and actions that exceed the socially acceptable range.
3. Harm to the working environment.

We will respond to any incident that meets these three elements, judged by the content and means of the remarks and actions, even if it occurs only once.

Examples of Customer Harassment

At our hotel, in accordance with the “Corporate Manual for Countermeasures against Customer Harassment” published by the Ministry of Health, Labor and Welfare, we will treat the following acts as “customer harassment.” Please note that the scope is not limited to these examples.

1. Examples of “Cases where the content of the customer’s request lacks validity”

1. Cases where no defects or negligence are found in the products or services provided by the company.
2. Cases where the content of the request has nothing to do with the goods offered
3. Cases where the content of the request is unrelated to the products or services provided by the company.

1. Examples of “Socially inappropriate remarks and actions by customers to achieve their requests”

① Acts that are highly likely to be deemed inappropriate regardless of the validity of the request

1. Physical attacks (assault, injury)
2. Psychological attacks (threats, slander, defamation, insults, abusive language)
3. Intimidating remarks and actions
4. Demands for kneeling apologies (Dogeza)
5. Continuous (repeated), persistent remarks and actions
6. Restrictive actions (refusal to leave, loitering, confinement/restraint)
7. Discriminatory remarks and actions
8. Sexual remarks and actions
9. Attacks and demands on individual employees

② Acts that may be deemed inappropriate depending on the validity of the request

1. Requests for product exchange
2. Requests for monetary compensation
3. Requests for apologies (excluding kneeling apologies)

1. Other nuisance behaviors by customers

1. Slander and defamation on social media and the internet

Response

For acts that constitute customer harassment, we will seek to build a relationship through rational dialogue. However, if the behavior is deemed malicious or if dialogue is not possible, we may refuse to provide accommodation, meals, or other services. In the event of a dispute with a customer, we may seek the judgment of experts such as the police or lawyers and take appropriate action.

Many customers use our hotel in compliance with the definition of customer harassment, but if any customer engages in behavior that constitutes customer harassment, we will respond in accordance with this policy.

We appreciate your understanding and cooperation.

View the Accommodation Terms and Conditions