Izunagaoka Onsen Area Management General Incorporated Association and Takeya Ryokan Co., Ltd. (hereinafter referred to as "our company"), which operate Sakanaya Stay, believe that it is essential to create an environment where not only our customers but also each and every employee can work with peace of mind without their dignity being violated. To that end, we have established a code of conduct for dealing with customer harassment within our company.

■ Purpose of taking measures against customer harassment

We believe that creating a workplace environment where our employees are healthy both physically and mentally and can work with peace of mind will lead to providing our customers with services that satisfy them more, and our goal is to build better relationships with our customers.

■ Definition of customer harassment

The main target is "complaints and behavior from customers, etc., when, in light of the validity of the content of the complaint or behavior, the means or manner of realizing the request is socially inappropriate and the working environment of employees is harmed by said means or manner," as described in the "Corporate Manual for Countermeasures against Customer Harassment" published by the Ministry of Health, Labor and Welfare.

■ Examples of targeted acts

This is in accordance with the "Corporate Manual for Countermeasures against Customer Harassment" published by the Ministry of Health, Labor and Welfare.
https://www.mhlw.go.jp/content/11900000/000915233.pdf
Please note that this is not limited to the following acts:

1. Examples of cases where the content of a customer's request is inappropriate: (1) When no defect or negligence is found in our products or services; (2) When the content of the request is not related to the content of our products or services.

2. Examples of the means and manner of making demands that are socially inappropriate (1) Demands that are likely to be considered inappropriate regardless of their validity ① Physical attacks (assault, injury)
②Mental attacks (threats, slander, libel, insults, verbal abuse)
③ Intimidating behavior ④ Demands for kneeling ⑤ Continuous (repeated) persistent (persistent) behavior ⑥ Restrictive behavior (refusing to leave, staying put)
⑦ Discriminatory remarks and behavior ⑧ Sexual remarks and behavior ⑨ Attacks or demands made on individual employees (2) Demands that may be deemed inappropriate in light of the validity of the content of the demand ① Demands for product replacement ② Demands for monetary compensation ・Demands for an apology without a reasonable reason

3. Other nuisance behavior by customers Defamatory and libelous behavior on social media or the Internet

■ Dealing with customer harassment

When an act falls under customer harassment, we ask that you build a relationship through rational discussion. However, if the act is deemed malicious or if we are unable to discuss the matter, we may refuse to provide accommodation or meals. In addition, when we have a dispute with a customer, we may seek the advice of experts such as the police or lawyers and take appropriate action.

■ Requests to customers

Most of our customers are already complying with the above points, and we will do our best to build even better relationships with our customers. However, in the unlikely event that any behavior that constitutes customer harassment is confirmed, we will respond in accordance with this code of conduct. We ask for your understanding and cooperation.