At Dusit International, gracious hospitality is at the heart of everything we do. We are committed to providing thoughtful service while ensuring a safe and respectful environment for both our guests and employees.
We sincerely welcome guest feedback and legitimate requests, and will always respond with care and professionalism. However, demands or conduct that exceed what is socially acceptable in their content or manner, and adversely affect our employees or working environment, may constitute customer harassment under applicable Japanese laws and guidelines. A reasonable complaint or expression of dissatisfaction will not, in itself, be treated as customer harassment.
Depending on the circumstances, examples of conduct that may constitute customer harassment include:
- Unjustified or excessive demands, such as requiring services far beyond the agreed scope, unreasonable compensation, repeated apologies or special treatment without reasonable grounds
- Abusive or intimidating conduct, including shouting, personal insults, discriminatory or sexually offensive remarks, threats to damage property or post harmful material online, or demands that employees kneel in apology
- Physical aggression, throwing objects, deliberate damage to property, or entering employee-only areas without permission
- Repeated questions, calls, emails or demands for the same explanation or apology, or prolonged confrontations or refusal to leave, where such conduct unreasonably obstructs employees from performing their duties
- Unauthorised or intrusive filming or recording of employees, threats to publish recordings, online harassment, or disclosure of employees' photographs, personal information or other private details without consent
- Unwanted sexual comments or contact, stalking, persistent personal demands, or other conduct that infringes employees’ dignity or privacy
When a specific incident arises, we will confirm the relevant facts and circumstances and assess the conduct objectively before deciding whether it constitutes customer harassment. Where such conduct is confirmed, we may take proportionate and lawful action, which may include a warning, declining or discontinuing particular services, requesting the individual to leave the premises, or restricting future hotel use, subject to applicable laws, including the Hotel Business Act. Where necessary, we may consult or report the matter to the police, legal counsel or other relevant authorities.
* This English version is a translation of the original Japanese policy. In the event of any discrepancy or inconsistency between the two versions, the Japanese version shall prevail.
