REAL Co., Ltd. strives to operate hotels that earn the trust of our guests by providing safe, comfortable accommodations and sincere service.

At the same time, we recognize customer harassment as conduct that seriously undermines the safety and human rights of our employees, as well as a healthy working environment. We will not leave the responsibility for handling such situations to individual employees, but will respond firmly and appropriately as an organization.

Based on the Ministry of Health, Labour and Welfare’s Corporate Manual for Customer Harassment Prevention, we define customer harassment as follows:

“Among complaints or remarks made by customers or other parties, conduct in which the means or manner used to fulfill a demand is deemed socially unacceptable in light of the validity of the demand, and which, as a result, harms the working environment of our employees.”

In accordance with the standards established by the Ministry of Health, Labour and Welfare, the following are examples of conduct that may constitute customer harassment. This list is not exhaustive.

(1) When the demands lack validity

・When no defect or negligence is found in our products or services

・When the demands are unrelated to the nature of our products or services

(2) When the means or manner used to fulfill demands is socially unacceptable

・Physical attacks (assault or bodily injury)

・Psychological attacks (threats, slander, defamation, insults, or verbal abuse)

・Intimidating language or behavior

・Demands for employees to prostrate themselves

・Persistent or repeated harassment

・Restrictive behavior (refusal to leave or unauthorized occupation of premises)

・Discriminatory language or behavior

・Sexual harassment or inappropriate sexual remarks or behavior

・Attacks on or demands directed at individual employees

(3) Other forms of disruptive behavior

・Baseless slander or defamation on the internet or social media, or the unauthorized posting of personal information or images

When conduct constituting customer harassment is identified, we will take a firm stance and respond as an organization to protect our employees.

In cases involving such conduct by guests, we may refuse accommodation or terminate the accommodation contract in accordance with Article 5 of the Hotel Business Act and other applicable provisions.

Furthermore, in cases of repeated and excessive contact, we will discontinue direct handling by on-site staff and transfer the matter to a designated contact point, such as our appointed legal counsel.

In particularly serious cases, we will work with external specialists, including the police and legal counsel, and take appropriate and resolute action, including legal proceedings where necessary.

We are committed to treating all our guests with sincerity and care. However, should any conduct constituting customer harassment be identified, we will respond appropriately and firmly in accordance with this policy. We sincerely appreciate your understanding and cooperation.

Established September 2026