Introduction

In order to provide better service to our guests, The Apartment Bay YOKOHAMA(hereinafter referred to as "this facility"),
All employees working at our facility (including employees of our subcontractors and other employees engaged in the work of our facility) are in good physical and mental health.
We also believe that it is necessary to have a working environment where employees can work with peace of mind.
In addition, we strive to listen sincerely to the voices of each and every customer and respond honestly.
We will respond appropriately to inappropriate behavior (customer harassment) by some customers.
We believe that this will help us meet the expectations of other customers.
For this reason, our facility has established a "Policy for Responding to Customer Harassment."

Definition of "Customer Harassment"

Our facility complies with the contents of the "Customer Harassment Prevention Corporate Manual" published by the Ministry of Health, Labor and Welfare.
"In light of the appropriateness of the claims and behaviors made by customers,
The means and manner of realizing the request are inappropriate according to social standards, and by such means and manner,
"Customer harassment" is defined as "anything that harms the working environment of workers."
Below are some specific examples of customer harassment. Please note that these are merely examples and are not limited to these.

  • 1. Abusive language and insults: Using abusive or insulting language towards employees, etc.

    • ・Calling employees "stupid" or "incompetent" or other insulting language
    • ・Expressing dissatisfaction with the service in a way that denigrates the character of employees, etc.

  • 2. Violence and intimidation: Physical violence or intimidation

    • ・Banging on the table, throwing things, raising your fist at employees, etc.
    • ・Yelling, physical contact, and pushing

  • 3. Sexual harassment: sexual remarks, actions, or physical contact

    • ・Making sexual jokes or comments to employees
    • ・Repeated physical contact and sexual interest

  • 4. Excessive demands: Repeatedly making unreasonable demands that go beyond the scope of service provided.

    • ・Demanding special services for free or making requests that go beyond the scope of the benefits
    • ・Forcing service outside of available hours

  • 5. Persistent complaints: Repeatedly making the same complaints without any justification

    • ・Repeated complaints about the same thing and persistently blaming others even after the problem has been resolved
    • ・Calling in multiple employees one after another and detaining them for long periods of time

  • 6. Restrictive acts: acts that restrict employees for unnecessarily long periods of time

    • ・Continuing to detain employees outside of working hours
    • ・Unnecessarily asking for lengthy explanations, causing disruption to work

  • 7. Defamatory acts on social media and the internet

    • ・Exposing the names and photos of specific employees and posting offensive comments such as "This person is incompetent" or "Their service was terrible"
    • ・Intentionally spreading false information, such as "This facility is committing fraud" or "This employee is a criminal."
      Making unfounded slander

  • 8. Demanding punishment for employees, etc.

    • ・Contact the company's management department directly and request that "I am extremely dissatisfied with the way this employee has been treated, and I would like you to consider firing him/her."
    • ・Posting comments calling for punishment against a specific employee, such as "This person should be subject to severe disciplinary action" or "An apology alone will not suffice."

  • 9. Unreasonable demands for apologies

    • ・Forcing an apology even though there is no problem with our facilities or services
    • ・Demanding an apology because of personal feelings or grievances

Dealing with Customer Harassment

If our facility finds that any of these actions or requests constitute customer harassment and determines that it is unable to take any further action,
We will take a firm stance to protect our employees and may take the following measures as necessary:

  • ・We will refuse to allow you to stay at our facility, use our services, or use other group facilities.
  • ・If necessary, audio or video recording of conversations with customers will be made, and these will be kept and used as records for future reference.
  • ・Taking legal action in cooperation with external experts such as the police and lawyers

Request to customers

We ask for your understanding and cooperation with the above facility policies.
Furthermore, most of our guests have not experienced any of the above incidents and are using our accommodation and services.
In the unlikely event that any behavior falls under customer harassment,
We appreciate your understanding and cooperation in responding to your inquiries based on the above policy.

We strive to provide better service to our customers and build better relationships with them.

July 2026