1. Our Approach to Customer Harassment

At Belmont Hotel, we value the relationships we build with our guests and strive to provide a comfortable stay and moments of peace and relaxation.

We sincerely appreciate the opinions and requests we receive from our guests. We regard them as valuable feedback that helps us improve our services and guest experience.

At the same time, we believe that our employees should be able to work in a safe and respectful environment. We therefore consider demands or conduct that go beyond what is socially acceptable in light of the circumstances to be Customer Harassment when they adversely affect the working environment of our employees.

To protect the safety and peace of mind of each employee and to maintain a comfortable environment for all guests, Belmont Hotel will respond to such conduct calmly and firmly as an organization.

2. Definition of Customer Harassment

Based on the Corporate Manual for Measures Against Customer Harassment published by Japan’s Ministry of Health, Labour and Welfare, Belmont Hotel defines Customer Harassment as words or conduct by guests, business partners, or other related persons that exceed what is socially acceptable in light of the nature of our employees’ work and the circumstances, and that adversely affect the working environment of our employees.

For the purposes of this policy, such persons include guests using our accommodations, restaurants, banquet services, and other services, as well as persons making inquiries and representatives of our business partners.

This policy applies not only to conduct in person or by telephone, but also to posts and messages made through email, social media, reservation sites, review sites, online travel agencies (OTAs), and similar online channels, as well as complaints or demands communicated through intermediaries.

3. Examples of Conduct Covered by This Policy

The following are examples and are not exhaustive:

• Demands for apologies without a legitimate reason
• Excessive or unreasonable demands
• Demands for services that go beyond what is socially acceptable
• Demands for exchanges, refunds, or monetary compensation without a legitimate reason
• Physical aggression, including assault or injury
• Verbal abuse, including threats, slander, defamation, insults, or abusive language
• Intimidating behavior
• Demands for humiliating acts, including kneeling in apology
• Repeated or persistent conduct
• Restrictive conduct, including refusing to leave, lingering on the premises, or prolonged phone calls
• Discriminatory remarks or conduct
• Sexual remarks or conduct
• Personal attacks on employees, personal demands, or stalking
• Conduct that infringes an employee’s privacy
• Recording, filming, or photographing employees or the Hotel without consent and without a legitimate reason
• Defamation, false statements, or other conduct on social media, reservation sites, review sites, OTAs, or other online channels that harms the reputation of the Hotel or its employees
• Repeated or persistent complaints, demands for apologies, refund demands, or other excessive or unreasonable demands made through reservation sites, OTAs, travel agencies, or other intermediaries

4. Our Response to Customer Harassment

If conduct is found to constitute Customer Harassment, Belmont Hotel will give top priority to the safety of its employees and may, as necessary, discontinue communication or refuse further use of its facilities or services.

In serious cases, including conduct that may constitute a crime, we may consult or cooperate with the police, attorneys, or other appropriate professionals and take legal action.

5. A Request to Our Guests

Belmont Hotel values both the comfort and peace of mind of our guests and a working environment in which our employees can work safely and with confidence.

We will continue to respond carefully and sincerely to legitimate opinions and requests, and we kindly ask for your understanding and cooperation with this policy.

Established: October 2026