At Sansui-en, we strive to create a space filled with kindness by bringing happiness to everyone involved, with the goal of becoming a popular ryokan that’s so in demand it’s hard to get a reservation—one that guests will want to visit again and again.

While we take customer feedback seriously and strive to improve our services, we will take firm action as outlined below against excessive demands from customers and behavior that goes beyond what is generally accepted in society (customer harassment) in order to protect the physical and mental well-being and safety of our employees.

 1. Definition of Customer Harassment

In accordance with the “Corporate Manual for Countermeasures Against Customer Harassment ” formulated by the Ministry of Health, Labor and Welfare, we define “customer harassment” as “complaints or conduct from customers or other parties in which, when evaluated in light of the reasonableness of the demand contained in such complaints or conduct, the means or manner used to fulfill that demand are deemed unreasonable according to generally accepted social norms, and such means or manner result in harm to the working environment of employees.”

2. Covered Conduct

The acts covered by this policy are as follows. However, these are examples only; even acts not listed here will be covered if they fall under the above definitions.

(1) When the request lacks validity

• If no defects or negligence are found in our products or services

• If the nature of the request is unrelated to our products or services

(2) When the means or manner are deemed unreasonable under generally accepted social norms

• Physical Assault: Assault, Bodily Injury

• Psychological abuse: threats, slander, defamation, insults, verbal abuse

• Intimidating behavior: Demanding someone to kneel in apology, prolonged detention, refusing to leave, and refusing to vacate the premises

• Discriminatory Remarks and Behavior: Discriminatory remarks based on race, gender, or other characteristics

• Sexual Conduct: Conduct That Constitutes Sexual Harassment

• Attacks on Individual Employees: Relentless Harassment, Invasion of Privacy, and Defamation on Social Media and Other Platforms

• Excessive or Unreasonable Demands: Financial compensation without reasonable grounds, coercion to make excessive apologies, demands for unjust dismissal, etc.

3. Responding to Customer Harassment

If we determine that a situation constitutes customer harassment, we will take the following measures to protect the physical and mental health and safety of our employees.

• Refusal of Facility Use: In accordance with Article 5 of the Hotel Business Act and related laws and regulations, we may refuse to provide lodging or allow use of our facilities.

• Cooperation with Experts: If we determine that a case is malicious, we will work with external experts, such as the police and attorneys, to handle it strictly.

• Organizational Response: Rather than relying on individual employees to handle the situation, the organization as a whole will verify the facts and make appropriate decisions and take appropriate action.

4. A Request to Our Customers

Most of our customers at Sansuien use our services with integrity on a daily basis, and incidents such as the one described above rarely occur.
In the unlikely event that we confirm behavior constituting customer harassment, we will take firm action in accordance with this policy.

We will use the valuable feedback we receive from you all to improve our services.

We ask for your understanding and cooperation with this policy so that we may continue to provide our customers with heartwarming service.