Under IHG Hotels & Resorts corporate philosophy of "True Hospitality for Good," InterContinental Yokohama Grand aims to provide genuine hospitality that delights guests, foster strong business relationships with partners, and create a fulfilling work environment for its employees.
Our hotel is committed to providing excellent service, and we strive to earn your continued support for our corporate philosophy by valuing your feedback every day. We believe that creating an environment where guests and employees respect each other leads to the provision of better service. On the other hand, we believe that it is our important responsibility, based on our corporate philosophy, to respond firmly when guests engage in extremely harsh words or excessive demands that exceed the bounds of social norms, thereby harming the physical, mental, or dignity of our employees. It is also our responsibility to ensure that our hotel employees do not engage in such behavior towards our business partners.
Based on these considerations, our hotel has established a "Basic Policy on Customer Harassment" as a guideline for our daily operations.

This applies to "complaints and behaviors from customers, etc., 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." Specific examples are provided in section 2 below, but this does not limit the scope of this measure.

• a. Requests that lack validity.
  1. (i) When no defects or negligence are found in the service or product.
  2. (ii) When the content of the request is unrelated to the content of the service or product
• b. The means or methods used to achieve the demand are considered inappropriate according to generally accepted social standards.
  1. (i) Physical attack (assault, battery)
  2. (ii) Psychological attacks (threats, slander, libel, insult, abusive language)
  3. (iii) Intimidating words and actions
  4. (iv) Demand for prostration
  5. (v) persistent (repeated) and annoying behavior
  6. (vi) Restraining behavior (refusal to leave, refusal to stay)
  7. (vii) Discriminatory words and actions
  8. (viii) Sexual words and actions
  9. (ix) Attacks on or demands against individual employees (forcing them to go outside the company or to be accompanied by someone, or actions that infringe on their privacy)
  10. (x) Requests for internal disciplinary action against employees, such as dismissal (requests that may be deemed inappropriate in light of their validity)
  11. (xi) Unreasonable demands for product replacement
  12. (xii) Unreasonable demands for compensation in the form of goods, cash, gift certificates, points, or other means.
  13. (xiii) Demands for apologies without reasonable cause
  14. (xiv) Other various forms of harassment
• c. Other disruptive behavior
  1. (i) Defamation on social media and the internet
  2. (ii) Repeated phone calls and emails

Our hotel respects the human rights of all parties involved and, in order to realize our corporate philosophy, will take the following measures regarding customer harassment.

• ・ Regarding any customer harassment by guests towards our hotel staff, we will sincerely engage in discussions with the guests to build relationships and resolve the issues. However, if guests repeatedly engage in such behavior, we may refuse future reservations and use of our hotel facilities. 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, if the hotel determines that the behavior is malicious or impossible to resolve through discussion, we may request the guest to leave the hotel premises, report the matter to the police, or involve a lawyer.
• ・ We will take strict action against any customer harassment committed by our hotel staff.
• ・ We will provide training on customer harassment for our hotel employees, establish a response system for when customer harassment occurs, and set up a consultation service. We will also provide care for employees who have experienced customer harassment.
• ・ We will cooperate with external organizations (such as the police and lawyers) to ensure a more appropriate response.

Our hotel strives to improve all services to ensure our guests have a safe and secure stay. In the event that any behavior constituting customer harassment is confirmed, we will act resolutely in accordance with these guidelines and respond systematically as an organization. We will continue to do our best to provide our guests with even higher quality service, and we appreciate your cooperation.


July 2026
InterContinental Yokohama Grand
General Manager: Hiroyuki Tobari