Accommodation Terms and Conditions

Terms and conditions
for accommodation contracts

Privacy Policy

Our company (including the Niigata Toei Hotel, Yuzawa Toei Hotel, and Fukuoka Toei Hotel, which we operate) recognizes the importance of lawfully and appropriately managing and protecting personal information throughout all of our business activities. We will comply with the Act on the Protection of Personal Information and other related laws and regulations, and strive to implement and continuously improve the following initiatives.

1.
We acquire personal information through lawful and fair means, and we do not use any fraudulent methods.
2.
We will specify the purpose for which we use personal information as clearly as possible, and we will obtain consent from the individual concerned regarding the purpose of use, or take measures to ensure that the individual is able to know about it.
3.
To prevent the leakage, destruction, loss, or alteration of personal information, we will implement measures to prevent unauthorized access, computer viruses, and other information security measures.
4.
If an individual requests disclosure of their personal information, we will respect their rights and take appropriate action.
5.
When outsourcing the handling of personal information to an external party to the extent necessary to achieve the purpose of use, we will supervise the management of the outsourced party to ensure the security of personal information.
6.
We will establish internal regulations regarding the acquisition, use, and management of personal information, and ensure that all officers and employees who handle personal information are thoroughly informed about its protection.

1. Definition of Personal Information

In accordance with laws and regulations related to the protection of personal information, we define personal information as the names, addresses, dates of birth, telephone numbers, email addresses, and other information that can identify our customers, and we will manage and use this information lawfully and appropriately.

2. Acquisition and Use of Personal Information

Our company aims to provide our customers with better products and services. With the customer's consent, we will acquire information necessary for this purpose. The personal information we collect will be used only to the extent necessary to achieve the stated purpose, including providing information about our products and services. Furthermore, when we acquire personal information directly from the individual through written documents or equivalent methods (such as online input), we will, in principle, clearly state the purpose of use at that time.

We will use your personal information for the following purposes, within the scope that is generally considered necessary or reasonable for the reasonable business activities of our company:

• Planning and improving products and services.
• Provision of goods and services and after-sales service
- Sending notices and advertisements about products and services, and including such notices in mail, email newsletters, etc.
- Receipt of payment for goods and services, etc.
• Questionnaire survey
• Various business communications
- Creation of statistical data

(Note) In addition to the purposes of use described above, if there is a legitimate reason such as being required or permitted by law, we may use your personal information to the extent that is generally considered necessary or reasonable in light of that legitimate reason.

3. Provision of personal information to third parties

We properly manage the personal information we obtain from our customers and will not provide it to third parties without the customer's consent. However, we may provide information to third parties in any of the following cases.

（1）
When disclosure is required by law
（2）
When necessary to protect public life, health, property, etc.
（3）
When it is necessary to cooperate with national agencies such as courts and police, or local governments, or their authorized representatives, in carrying out duties prescribed by law.

4. Sharing of personal information

In order to efficiently carry out our business activities, we may entrust personal information collected from our customers to trusted business partners. In such cases, the customer's personal information will be used only to the extent necessary to perform the entrusted work related to the purpose for which it was collected. We will contractually obligate business partners with whom we share personal information to properly manage the customer's personal information.

5. Outsourcing of personal information handling

In order to efficiently carry out our business activities, we may outsource some of our personal data processing operations to trusted subcontractors.

6. Procedures for responding to requests for disclosure, etc.

At our company, we respond to requests for disclosure of personal data held by us from the individual concerned or their representative in accordance with our regulations. The personal information we disclose will be limited to that defined in our "Definition of Personal Information." However, we will not disclose the information in any of the following cases.

- If the request does not pertain to "personal data held by the company"
- If complying with the request would violate the law.
- In cases where there is a risk of harming the life, body, property, or other rights of the person concerned or a third party.
- If there is a risk of significantly hindering the proper conduct of our business.
- In other cases where there is a legitimate reason

(Note) "Retained personal data" refers to personal information contained in a "personal information database, etc." (a collection of information containing personal information that is systematically organized so that specific personal information can be retrieved using a computer. This also includes a collection of cards containing personal information that are organized, classified, and indexed so that they can be easily retrieved even without using a computer). (However, this is limited to information for which we have the authority to respond to requests for disclosure, notification of purpose of use, correction, suspension of use, etc., and excludes information that will be reliably deleted within six months.)

7. Correction, addition, or deletion of personal information

We strive to manage personal information accurately and keep it up-to-date. If an individual requests correction, addition, or deletion of their information, we will promptly conduct the necessary investigation and correct the information if an error is found.

8. Suspension of use of personal information / Suspension of provision to third parties / 9. Complaints and consultations regarding personal information protection

We will promptly respond to requests from individuals to cease using or providing their information to third parties. We will also respond quickly and appropriately to complaints or inquiries regarding the handling of personal information. For requests to cease using or providing personal information to third parties, as well as for complaints and inquiries, please contact the following contact point.

（1）

By mail

To: Personal Information Department, Toei Hotel Chain, Kyobashi Edogrand Co., Ltd., 2-2-1 Kyobashi, Chuo-ku, Tokyo 104-8108, Japan
（2）

For telephone inquiries, please call 03-6852-0684.

(Note 1) When you call, please ask for the person in charge of personal information.
(Note 2) Please make your request between 9:30 and 12:00 or 13:00 and 17:30 on days other than Saturdays, Sundays, and public holidays. However, the "Personal Information Officer" may be absent, in which case please make your request by mail whenever possible.
(Note 3) Depending on the type of personal information and the content of inquiries, complaints, etc., it may take some time for us to contact you again. Thank you for your understanding.
（3）
Regarding visits to our office: As a general rule, we are unable to accept requests made in person at our office. Thank you for your understanding.

10. Remarks

The above information applies to your personal information at our company (Toei Hotel Chain Co., Ltd.) and does not apply to your personal information at other companies (including websites linked from our homepage). Furthermore, the above information may be changed in the future in light of the actual state of our business activities, changes in the surrounding social and economic environment, revisions to laws and regulations, and other circumstances.

Article 1 Scope of Application

1.
The accommodation contract and related agreements concluded between this hotel and its guests shall be governed by these terms and conditions. Matters not stipulated in these terms and conditions shall be governed by laws and regulations (meaning laws and regulations or those based on laws and regulations; the same applies hereinafter) or generally established customs.
2.
If the hotel agrees to special terms and conditions within the limits permitted by laws, regulations, and customs, those special terms and conditions shall take precedence over the provisions of the preceding paragraph.

Article 2 Application for Accommodation Contract

1.
Those wishing to make a reservation at this hotel are required to provide the following information to the hotel.
- （1）
  Guest Name
- （2）
  Check-in date and estimated arrival time
- （3）
  Accommodation fees (in principle, based on the basic accommodation fee in Appendix 1)
- （4）
  Other matters deemed necessary by the hotel
2.
Anyone who has applied for a lodging contract shall immediately submit a guest register containing the guest's name, address, and contact information if requested by the hotel, even after the lodging contract has been concluded.
3.
If a guest requests to extend their stay beyond the date specified in paragraph 1, item 2, the hotel will treat this request as a new application for a new accommodation contract at the time the request is made.

Article 3 Formation of Accommodation Contract, etc.

1.
The accommodation contract shall be concluded when the hotel accepts the application described in the preceding article.
2.
When a lodging contract is concluded pursuant to the provisions of the preceding paragraph, you may be required to pay a deposit determined by the hotel upon arrival or by a date specified by the hotel.
3.
The deposit will first be applied to the accommodation charges that the guest is ultimately required to pay. If circumstances arise that require the application of Articles 6 and 18, the deposit will be applied to the cancellation fee, followed by compensation for damages. Any remaining balance will be refunded when the charges are paid in accordance with Article 12.
4.
If the deposit specified in paragraph 2 is not paid by the date designated by the hotel in accordance with the provisions of that paragraph, the accommodation contract shall become invalid. However, this applies only if the hotel has notified the guest of the deposit payment deadline.
5.
If, through no fault of ours, our hotel displays an incorrect accommodation rate on a computer screen via electronic means, or informs a guest of an incorrect accommodation rate by telephone, and the guest applies for accommodation based on that rate and our hotel accepts the application, and that rate is significantly lower than the accommodation rates for the preceding and following dates, unless there is an indication or explanation of the reason for the low rate, such as "limited," "special," or "campaign," our hotel may cancel the accommodation contract on the grounds that the acceptance was due to a mistake under civil law.
6.
Our hotel may contact guests at any time prior to their scheduled arrival date to confirm their reservation details using the contact information provided by the guest.

Article 4 Special agreement waiving the requirement for payment of an application fee

1.
Notwithstanding the provisions of Article 2, Paragraph 2, the hotel may agree to a special agreement that waives the requirement to pay the deposit specified in the said paragraph after the contract has been concluded.
2.
If, upon accepting a reservation application, the hotel does not request payment of the deposit specified in Article 2, Paragraph 2, or does not specify a payment deadline for said deposit, it will be treated as if the special agreement in the preceding paragraph has been agreed upon.

Article 5 Refusal to conclude a lodging contract

1.
This hotel may refuse to enter into a lodging contract in the following cases:
- （1）
  When the accommodation application does not comply with these terms and conditions.
- （2）
  When there are no rooms available due to full occupancy.
- （3）
  When it is deemed that a person seeking accommodation may engage in conduct that violates laws and regulations, public order, or good morals in connection with their stay.
- （4）
  When a person seeking accommodation is deemed to fall under any of the following cases:
  - (i ) Gangs as defined in Article 2, Item 2 of the Act on Prevention of Unjust Acts by Members of Gangs (Act No. 77 of 1991) (hereinafter referred to as "gangs"), gang members as defined in Article 2, Item 6 of the same Act (hereinafter referred to as "gang members"), quasi-gang members, gang-related persons, and other anti-social forces.
  - (b) When the corporation or other organization is controlled by a yakuza or a yakuza member.
  - A corporation whose officers include individuals who are members of organized crime groups.
- （5）
  When a person intending to stay at the hotel makes unreasonable complaints or demands, or otherwise appears likely to disrupt the peaceful order within the hotel.
- （6）
  When a person seeking accommodation engages in behavior that causes significant inconvenience to other guests.
- （7）
  When it is clearly determined that the person seeking accommodation has a contagious disease.
- （8）
  When violent demands are made regarding accommodation, or when unreasonable burdens are imposed.
- （9）
  When it is not possible to provide accommodation due to natural disasters, facility malfunctions, or other unavoidable circumstances.
- （10）
  When a person who has made a reservation for accommodation has made the reservation while concealing their commercial purpose.
- （11）
  When the hotel determines that it is legally or practically obligated to close due to orders, instructions, or recommendations from government agencies.
- （12）
  When a hotel lacks the physical or human resources to take infection prevention measures required by law or factually, in accordance with orders, instructions, or recommendations from government agencies, for guests exhibiting fever or coughing.
- （13）
  When the case falls under the provisions of Article 5 of the Niigata Prefecture Hotel Business Act Enforcement Ordinance.

Article 6 Right of Guest to Cancel Contract

1.
Guests may cancel all or part of their accommodation contract at any time by paying the cancellation fee specified in Appendix 2 to the hotel.
2.
If a guest does not arrive by 8:00 PM on the day of arrival (or two hours after the specified arrival time, if applicable) without contacting the hotel, the hotel may consider the reservation to have been canceled by the guest. In that case, the hotel will charge the cancellation fee specified in Appendix 2.

Article 7 The Hotel's Right to Terminate the Contract

1.
This hotel reserves the right to cancel your accommodation contract in the following cases:
- （1）
  When it is deemed that a guest may engage in or has engaged in conduct that violates laws and regulations, public order, or good morals in connection with their stay.
- （2）
  When a guest is deemed to be disrupting the peaceful order of the hotel by making unreasonable complaints or demands within the hotel.
- （3）
  When a guest is deemed to fall under any or all of the following categories (a) through (c):
  - (i) When the person is a member of an organized crime group, a member of an organized crime group, a quasi-member of an organized crime group, or a person related to an organized crime group or other anti-social force.
  - (b) When the corporation or other organization is controlled by a yakuza or a yakuza member.
  - A corporation whose officers include individuals who are members of organized crime groups.
- （4）
  When a guest engages in behavior that causes significant inconvenience to other guests.
- （5）
  When it is clearly determined that a hotel guest has a contagious disease.
- （6）
  When violent demands are made regarding accommodation, or when unreasonable burdens are imposed.
- （7）
  When it is not possible to provide accommodation due to force majeure such as natural disasters.
- （8）
  When the case falls under the provisions of Article 5 of the Niigata Prefecture Hotel Business Act Enforcement Ordinance.
- （9）
  Smoking in guest rooms, vandalizing fire safety equipment, or failing to comply with any other prohibited actions outlined in the hotel's rules of use.
- （10）
  When it is discovered after the conclusion of the accommodation contract that any of the conditions set forth in Article 5 (10) are met.
- （11）
  When a person who has made a reservation for accommodation fails to immediately comply with the hotel's request based on Article 2, Paragraph 2.
- （12）
  When the hotel determines that it is legally or practically obligated to close due to orders, instructions, or recommendations from government agencies.
- （13）
  When a hotel lacks the physical or human resources to take infection prevention measures required by law or factually, in accordance with orders, instructions, or recommendations from government agencies, for guests exhibiting fever or coughing.
- （14）
  When there is a breach of the accommodation contract, and the guest fails to rectify the situation despite being asked to do so.
2.
If our hotel cancels the accommodation contract based on the provisions of the preceding paragraph, we will not charge for any accommodation services that the guest has not yet received. However, if the reason for cancellation is due to the guest's actions during their stay, we will charge for any accommodation services that have not yet been received as a cancellation fee.

Article 8 Registration of Accommodation

1.
Guests are required to register the following information at the hotel's front desk on the day of their stay.
- （1）
  Guest's name, age, gender, address, and contact information
- （2）
  For foreign nationals, nationality, passport number, place of entry, date of entry, and a copy of the passport.
- （3）
  Departure date and scheduled departure time
- （4）
  Other matters deemed necessary by the hotel
2.
If a guest intends to pay the charges stipulated in Article 12 using a method other than currency, such as a lodging voucher or credit card, they may be required to present these at the time of registration as described in the preceding paragraph.

Article 9 Room Usage Hours

1.
Guests are typically allowed to use their hotel rooms from 3 PM to 10 AM the following day. However, for consecutive stays, guests may use the room all day, excluding the arrival and departure days. Check-in and check-out times may vary depending on your chosen plan, so please confirm when making your reservation.
2.
Notwithstanding the provisions of the preceding paragraph, this hotel may allow the use of guest rooms outside the hours specified in that paragraph. In this case, the following additional charges will apply.
- （1）
  Before check-in, between 12:00 and 15:00, the cost is 1,100 to 2,200 yen per room per 30 minutes.
- （2）
  After check-out, between 10:00 AM and 1:00 PM: 1,100 yen to 2,200 yen per room per 30 minutes.
- （3）
  For exceeding 4 hours, the full room rate will be charged.

Article 10 Compliance with the Rules of Use

1.
Guests are required to abide by the hotel's rules and regulations (including usage instructions, notices, and other information displayed on computer screens) while on the premises.

Article 11 Business Hours

1.
The operating hours for our main facilities are as follows. Detailed operating hours for other facilities will be provided via the QR code in your room, on notices posted throughout the hotel, and at check-in.
- （1）
  Front desk/cashier service hours
  - No curfew (however, the front door will be locked at 1 PM).
  - Front desk service: 7:00 AM - 12:00 AM
  - Echigo -Yuzawa Station shuttle service: 9:00 AM - 6:00 PM
- （2）
  Food and beverage service hours
  - Breakfast: 7:00 AM - 9:00 AM (Restaurant/Convention Center)
  - Lunch: 11:00 AM - 2:00 PM (Restaurant/Convention Center)
  - Dinner: 5:30 PM - 8:30 PM (Restaurant/Convention Center)
  - Nipabu & Disco 8 PM - 11 PM (Reservations required)
  - Ho Toei Hanten 16:00-20:00
- （3）
  cruciate service facility hours
  - Public bath: 3 PM - 1 AM / 5 AM - 9:30 AM
  - Sauna: 3 PM - 10 PM
  - Shop hours: 7:00 AM - 10:30 AM / 3:00 PM - 9:00 PM
  - Nisky Room: 8:30 AM - 5:30 PM (Winter only)
2.
The times mentioned above may be temporarily changed if necessary.

Article 12 Payment of Fees

1.
The breakdown of accommodation charges and other fees payable by guests is as shown in Appendix 1.
2.
Payment for the accommodation charges and other fees mentioned in the preceding paragraph shall be made at the front desk upon arrival (check-in), departure (check-out), or whenever requested by the hotel, using currency, accommodation vouchers, credit cards, or other methods approved by the hotel.
3.
Even if a guest chooses not to stay in a room after the hotel has provided it and made it available for use, the accommodation fee will still be charged.

Article 13 The Hotel's Responsibility

1.
This hotel will compensate guests for any damages incurred in the performance of or due to non-performance of the accommodation contract and related agreements. However, this does not apply if the damage is not attributable to the hotel.
2.
Our hotel is insured under a hotel liability insurance policy to cover potential incidents such as fire.

Article 14 Handling of situations where the contracted guest room cannot be provided

1.
If this hotel is unable to provide a guest with the room they have contracted, it will, with the guest's consent, arrange alternative accommodation under the same conditions as far as possible.
2.
Notwithstanding the provisions of the preceding paragraph, if this hotel is unable to arrange alternative accommodation, it will pay the guest compensation equivalent to the cancellation fee, and this compensation will be applied to the amount of damages. However, if the inability to provide a room is not attributable to the hotel, no compensation will be paid.

Article 15 Handling of deposited goods, etc.

1.
If any loss, damage, or other harm occurs to items, cash, or valuables deposited with the front desk by a guest, the hotel will compensate for the damage unless it is due to force majeure. However, in the case of cash and valuables, if the hotel requests disclosure of the type and value of such items and the guest fails to do so, the hotel will compensate for the damage up to a maximum of 150,000 yen, unless the hotel is found to have acted with intent or gross negligence.
2.
Except in cases where loss, damage, or other harm occurs due to the hotel's willful misconduct or negligence, the hotel will not be liable for any items, cash, or valuables brought into the hotel by guests that were not deposited with the front desk.
3.
Our hotel cannot accept cash exceeding 300,000 yen or items with a market value exceeding 300,000 yen.
4.
As a general rule, guests are responsible for managing their own in-room safe deposit boxes. If continued use of the in-room safe deposit box is permitted after the guest's departure, the hotel will unlock it, and unless otherwise instructed by the guest, it will be reported to the nearest police station in accordance with the Lost and Found Act.
5.
Even if this hotel is liable for damages under paragraphs 1 and 2, it shall not be liable for the following items:
- （1）
  Manuscripts, design documents, drawings, ledgers, and other similar materials (including those recorded on recording media that can be directly processed by information equipment such as magnetic tapes, magnetic disks, CD-ROMs, and optical disks).

Article 16 Storage of guests' luggage or personal belongings and lost items

1.
If a guest's luggage arrives at the hotel prior to their stay, the hotel will only be responsible for its safekeeping if it has agreed to do so in advance. The luggage will be handed over to the guest when they check in at the front desk or the courier service pick-up area.
2.
If a guest leaves luggage or personal belongings behind at the hotel after checking out, the hotel will, in principle, wait for contact from the owner and request instructions. If no instructions are received from the owner or the owner cannot be identified, valuables will be reported to the nearest police station within 7 days of discovery, and other items will be disposed of after 3 months. However, food and beverages, including souvenirs, will be discarded immediately, and cigarettes, magazines, plastic umbrellas, toiletries, underwear (pants, shirts, socks, etc.) will be discarded the following day.
3.
In the cases described in the preceding two paragraphs, the hotel's responsibility for the safekeeping of guests' luggage or personal belongings shall be governed by the provisions of Article 1, paragraph 1 in the case of paragraph 1, and by the provisions of Article 1, paragraph 2 in the case of the preceding paragraph.

Article 17 Parking Responsibility

1.
When guests use the hotel's parking lot, regardless of whether they entrust their vehicle keys to the hotel, the hotel is only providing the parking space and does not assume responsibility for the management of the vehicle. However, if damage occurs due to the hotel's willful misconduct or negligence in managing the parking lot, the hotel will be liable for compensation.

Article 18 Responsibilities of Guests

1.
If the hotel or a third party suffers damage as a result of a user's use of the internet or other means, the user shall compensate the hotel or the third party for such damage.
2.
In order to smoothly receive the accommodation services based on the accommodation contract, if a guest recognizes that accommodation services provided differ from those specified in the accommodation contract, they must promptly notify the hotel of this fact.
3.
Smoking is prohibited throughout the hotel premises (except in designated smoking areas). If smoking is detected in a guest room or within the hotel premises, you will be required to compensate for the cost of cleaning the room and any lost sales opportunities as stipulated in Appendix 3.

Article 19 Disclaimer

1.
The use of the Internet and computer communications (hereinafter referred to as "Internet, etc.") within this hotel is at the user's own risk.
2.
The hotel shall not be held liable for any damages incurred by users as a result of interruptions in their internet connection or other services due to system failures or other reasons.
3.
If the hotel or a third party suffers damage as a result of a user's use of the internet or other means, the user shall compensate the hotel or the third party for such damage.

Article 20 Cleaning of guest rooms

1.
In accordance with laws and regulations, including prefectural ordinances, if guests stay in the same room consecutively, the room will be cleaned once every three nights (on the fourth day). However, the hotel reserves the right to clean the room at any time it deems necessary.

Article 21 Revision of Terms and Conditions

1.
These terms and conditions may be revised from time to time as needed. If revised, the hotel will post the revised terms and conditions and the effective date on the hotel's website or in the guest rooms.

Article 22 Jurisdiction and Governing Law

1.
Any disputes concerning the accommodation contract between this hotel and the guest shall be governed by Japanese law, and the district court or summary court having jurisdiction over the location of this hotel shall be the exclusive court of first instance.

■Appendix 1: Breakdown of Accommodation Charges and Calculation Methods (Related to Article 2, Paragraph 1 and Article 12, Paragraph 1)

Date on which notice of contract termination was received

Breakdown and calculation method of accommodation charges, etc.
item	breakdown
Accommodation rates	① Basic accommodation fee (room rate + dinner charge + breakfast charge)
Additional charges	② Food and beverage and other usage fees ③ Other usage fees
tax	1) Consumption tax 2) Hot spring tax: 150 yen for junior high school students and older (according to the Yuzawa Town Hot Spring Tax Ordinance) 3) Accommodation tax (planned from 2026 onwards)

remarks

3.
If the local government where the hotel is located has introduced a lodging tax, we will charge it.
6.
At our hotel,
- Child rate A [7-12 years old (elementary school age and younger)] applies, and includes meals and bedding similar to adults, at 70% of the adult rate.
- Infant Rate B [4-6 years old] applies, and includes infant meals and bedding, at 50% of the adult rate.
- Infant rate C [0-3 years old]: 6,600 yen for meals only / no bedding required.
- Infant rate D [0-3 years old]: Bedding only / No meals provided: 5,500 yen.
- Infant E [0-3 years old]: No charge if meals and bedding are not required.
Please note that meals for infants will be a children's meal, and amenities will not be provided for children who do not require meals or bedding.

Please note that additional charges may apply depending on the plan. In such cases, we will inform you through an appropriate method.

■Appendix 2 Cancellation Fees (Related to Article 6, Paragraph 1)

Date on which notice of contract termination was received

List of cancellation fees
Number of applicants	No contact	On the day	1~2 days ago	3~5 days ago	6~14 days ago	15-30 Day before	31-60 Day before
1 to 14 people	100%	80%	50%	30%	20%	-	-
15 to 50 people	100%	80%	80%	50%	30%	20%	-
51 to 99 people	100%	80%	80%	50%	30%	20%	10%
Over 100 people	100%	80%	80%	70%	50%	30%	20%

■Appendix 3 (Related to Article 18, Paragraph 3)

Cleaning fee
Cleaning charges due to smoking in the guest room	33,000 yen per room (tax included)
Costs incurred due to in-room smoking preventing the sale of rooms.	Number of days rooms are unavailable × 33,000 yen (tax included)

* The number of days rooms are unavailable for sale will be the actual number of days that the hotel decided to withhold sales from. However, there is a limit of 10 days.

Supplementary Provisions

Article 1
On December 11, 1987, this hotel adopted the same terms and conditions as the model accommodation terms and conditions announced by the Ministry of Land, Infrastructure, Transport and Tourism, and these terms and conditions came into effect on the same day.
Article 2
This hotel will revise certain parts of its accommodation terms and conditions on December 1, 2024, and the revised terms and conditions will come into effect on the same day.

Basic policy on customer harassment

Toei Hotel Chain Co., Ltd. aims to provide safe and comfortable services that cater to our guests' needs and allow them to truly relax.
While it is our hotel's mission to sincerely consider the valuable opinions and requests we receive from our customers and use them to improve our services, we cannot overlook demands that exceed what is considered reasonable according to social norms, or words and actions that harm the dignity of our employees (customer harassment).
Ensuring that our employees are healthy both physically and mentally and can work with pride is the foundation for continuing to provide high-quality hospitality to all our customers.
In order to maintain healthy relationships with our customers and business partners and to ensure the safety of our employees, we have established the following "Basic Policy on Customer Harassment."

Definition of customer harassment

The definition primarily targets "customer complaints and behaviors that, in light of the validity of the content of the demands in the complaint or behavior, involve means and methods that are socially unacceptable in fulfilling those demands, and that harm the working environment of employees as a result of those means and methods," as described in the "Customer Harassment Response Corporate Manual" published by the Ministry of Health, Labour and Welfare.

The actions in question

This will be in accordance with the " Customer Harassment Prevention Corporate Manual " published by the Ministry of Health, Labour and Welfare.
Please note that the scope of this measure is not limited to the following actions only.

①
Examples of cases where "the content of the customer's request is unreasonable"
- - If no defects or negligence are found in the products or services provided by our hotel group.
- - If the content of the request is unrelated to the products and services of our hotel group.
②
Examples of "means or methods of achieving a demand that are socially unacceptable" (those that are highly likely to be considered unacceptable regardless of the validity of the demand itself)
- - Physical attacks (assault, battery)
- - Psychological attacks (threats, slander, libel, insult, abusive language)
- - Intimidating words and actions
- - Demand for prostration
- - Persistent and persistent words and actions
- - Restraining behavior (refusal to leave, loitering, imprisonment)
- Discriminatory remarks and actions
- Sexual behavior
- - Attacks and demands against individual employees
(Some requests may be deemed inappropriate in light of their validity.)
- - Request for product exchange
- - Demand for monetary compensation
- - Demand for an apology
③
Other disruptive behaviors
- - Defamation on social media and the internet
- Repeated phone calls and emails

Responding to customer harassment

If any customer harassment is discovered, we will take all possible measures to resolve the matter in a reasonable manner. However, if we determine that the means or manner of the harassment are clearly malicious, we may refuse to provide accommodation or services in order to protect our employees. This measure is based on Article 5, Paragraph 1, Item 3 of the Hotel Business Act and Article 5-6 of the Enforcement Regulations of the Hotel Business Act. Furthermore, we will take strict action, including consulting with or reporting to external organizations such as the police, as necessary.

A request to our customers

Toei Hotel Chain Co., Ltd. will continue to strive to build better relationships with our customers by staying close to them. However, in the unlikely event that any conduct constituting customer harassment is confirmed, we will take strict action in accordance with this basic policy. We kindly ask for your understanding and cooperation.

Established in April 2026