Royal Hotel Co., Ltd. Establishes Customer Harassment Policy

Royal Hotel Co., Ltd. (Headquarters: Nakanoshima, Kita-ku, Osaka; President: Fumikazu Ueda), the operator of Rihga Royal Hotels, has established a Customer Harassment Policy. The company recognizes that a safe and secure work environment is essential to continue providing "warm hospitality" to all guests.

Customer harassment is a recognized social issue, and it is also a challenge affecting the work environments in the hotel industry. Such behaviors not only negatively impact employees but can also cause discomfort to other guests and compromise the quality and safety of services provided. Royal Hotel is committed to building a hotel environment where everyone is respected and feels secure, while maintaining trust with guests and ensuring a safe workplace for employees.

Outline of the Customer Harassment Policy

Since its inception in 1935, the company has delivered "warm hospitality" to guests. While valued feedback and comments are seen as opportunities for service improvement, the company will take firm action against any form of customer harassment that compromises employee dignity or the work environment.

Definition of Customer Harassment Any complaints or behaviors from customers that are considered unreasonable in terms of means or methods relative to the validity of the demand, resulting in harm to the employee's working environment.

Examples of Potential Harassment When the content of a request is invalid or socially unacceptable: Examples: Excessive demands, requests unrelated to products/services, personal demands on employees.

When the means or method of a request is invalid or socially unacceptable (including cases where the request itself has some merit): Examples: Violence, threats, insults, defamation, sexual harassment, or keeping employees detained for extended periods.

Employee Education and Care The company will provide training on customer harassment to employees and has established an internal consultation desk to provide support and care for affected employees.

About Royal Hotel Royal Hotel's history began with the opening of the "New Osaka Hotel" (predecessor to Rihga Royal Hotel Osaka) in 1935, founded on the vision of creating a modern hotel for distinguished guests in Osaka. In 1990, the group was renamed "Rihga Royal Hotel Group" (now Rihga Royal Hotels) and has expanded its presence domestically and internationally. Celebrating its 90th anniversary in 2025, the group continues to welcome domestic and international guests, including heads of state, with a focus on delivering emotion and satisfaction.