Swissôtel Nankai Osaka - Luxury hotel - Respectful Hospitality

Our Commitment to a Safe and Respectful Environment

At Swissôtel Nankai Osaka, we believe that exceptional hospitality is founded on mutual respect.

We are committed to creating an environment where every guest, Heartist, business partner and visitor feels welcomed, valued and treated with dignity. We sincerely welcome feedback and take every concern seriously, responding with care, fairness and professionalism.

At the same time, we have a responsibility to ensure that our Heartists can deliver Swissôtel hospitality in a safe, respectful and supportive environment. We therefore ask all guests and visitors to conduct themselves with the same courtesy and consideration that we extend to them.

Our Approach to Customer Harassment

Customer harassment refers to behaviour by guests, visitors, contractors, suppliers or other third parties that goes beyond socially acceptable standards and adversely affects the physical or psychological well-being of our Heartists or interferes with hotel operations.

Our approach reflects the guidance issued by the Japanese Ministry of Health, Labour and Welfare.

We recognise that guests may occasionally have concerns, disappointments or strong opinions. The expression of a concern or complaint, in itself, is not considered customer harassment. However, behaviour that becomes abusive, threatening, discriminatory, intimidating or otherwise unreasonable will not be accepted.

Examples of Unacceptable Conduct

The following examples are illustrative and are not exhaustive.

Abusive or Aggressive Behaviour

• Insults, threats, intimidation or abusive language
• Repeated shouting or aggressive conduct
• Defamatory statements directed towards Heartists

Harassment or Discrimination

• Sexual harassment or inappropriate sexual comments
• Stalking or persistent unwanted contact
• Discriminatory behaviour based on nationality, race, religion, gender, age, disability or any other protected characteristic

Unreasonable Requests or Demands

• Requests that fall significantly outside the services reasonably provided by the hotel
• Demands without reasonable grounds
• Excessive or repeated complaints intended to place undue pressure on Heartists
• Unreasonable demands for compensation or other concessions

Physical or Intimidating Conduct

• Physical violence or threats of violence
• Throwing objects or damaging hotel property
• Refusing to leave the hotel premises when reasonably requested
• Any action that restricts, intimidates or places Heartists at risk

Inappropriate Online or Digital Conduct

• Harassment through telephone, email, social media, review platforms or other digital channels
• Publishing personal information relating to Heartists
• Defamatory, threatening or intimidating online communications

These examples are consistent with the customer harassment measures outlined by the Japanese Ministry of Health, Labour and Welfare.

When Further Action May Be Required

Our priority is always to resolve concerns calmly, respectfully and appropriately.

Where behaviour is considered to constitute customer harassment, Swissôtel Nankai Osaka may take measures appropriate to the circumstances, which may include:

• Requesting that the behaviour cease
• Declining or terminating a service or transaction
• Requesting that the individual leave the hotel premises
• Restricting future use of hotel services
• Reporting an incident to the relevant authorities where appropriate
• Pursuing legal remedies when necessary

Any action taken will be considered carefully in accordance with the circumstances of the individual case.

Our Commitment to Our Heartists

Our Heartists are at the heart of the experience we create for our guests.

We are committed to providing a workplace where they can perform their roles with dignity, confidence and peace of mind. This includes providing appropriate channels to raise concerns, responding promptly to reported incidents, protecting the privacy of those involved and ensuring that Heartists who raise concerns are treated fairly and without retaliation.

A Shared Commitment to Hospitality

We are grateful for the trust our guests place in Swissôtel Nankai Osaka and for the opportunity to welcome them to our hotel.

We kindly ask that every interaction with our Heartists and fellow guests be guided by courtesy, consideration and respect.

Together, we can preserve an environment where genuine hospitality can flourish — a place where everyone feels safe, valued and welcome.

Thank you for your understanding and cooperation.

Policy Notice

This policy has been established in accordance with Swissôtel Nankai Osaka’s commitment to Heartist well-being and applicable Japanese legislation and guidance concerning the prevention of workplace harassment.