Customer Harassment Policy
- At THE GATE KUMAMOTO, we are committed to providing a safe and comfortable environment for all our guests, while also ensuring a safe and respectful workplace for our employees.
We value your comments, requests, and complaints and will always respond to reasonable concerns sincerely and professionally. However, we do not tolerate unreasonable or abusive behavior that threatens the safety, dignity, or working environment of our employees.
- Examples of Unacceptable Behavior
- The following conduct may be considered customer harassment:
- Violence, threats, intimidation, or other behavior that threatens the safety of our employees
- Verbal abuse, insults, discriminatory or sexual remarks, or other behavior that undermines an employee’s dignity
- Demands for excessive or unreasonable apologies
- Prolonged or persistent complaints, telephone calls, emails, or refusal to leave the premises
- Repeated unreasonable demands without legitimate grounds
- Unreasonable demands for discounts, refunds, compensation, or other payments
- Unreasonable demands for room upgrades, late check-out, or services beyond the terms of your reservation
- Stalking employees or requesting their personal information
- Threatening to post or spread negative information on social media or review websites in order to obtain unreasonable demands
- Any other behavior or demands considered unreasonable or inappropriate under generally accepted standards
- Our Response
- If we determine that conduct constitutes customer harassment, we may discontinue communication or service in order to protect our employees.
Depending on the nature and severity of the conduct, we may ask the individual concerned to leave the premises, contact or consult the police, seek legal advice, or take other appropriate action.
Any decision to refuse accommodation will be made on a case-by-case basis in accordance with the Business Act and other applicable laws and regulations of Japan.
- Our Commitment
- （We sincerely value reasonable feedback, requests, and complaints from our guests as opportunities to improve our services.
We appreciate your understanding and cooperation in helping us maintain a safe, respectful, and comfortable environment for both our guests and employees.
