Customer Harassment GuidelinesABOUT CUSTORMER HARASSMENT

[Background to the formulation of the guidelines]

At Resol Co., Ltd. (hereinafter referred to as 'our company'), we strive daily to provide prompt and friendly service so that our guests can comfortably enjoy their stay and dining. In order to improve service quality, and considering recent changes in the work environment and the current social situation where actions that hinder the working environment for employees are anticipated, we have formulated and made public these guidelines to protect our employees. We would like to ask for your understanding that the formulation of the guidelines is not intended to eliminate valuable guest feedback.

[Anticipation and Response to Customer Harassment]

While our company value and consider feedback from our guests as valuable advice and guidance, we have defined the following actions as customer harassment.

Please note that the following examples, including those in parentheses, are illustrative and not exhaustive.

1. If the content of guest request is deemed inappropriate

• (1) When no defects or negligence are recognized in the services provided by our company (demands for quality beyond a reasonable scope)
• (2) Unreasonable demands beyond legal responsibility (such as demands for a deep bow, demands for an apology from the president or manager, demands for services not provided, demands to be summoned to locations other than the business premises without reasonable cause, demands for internal disciplinary actions)

2. Actions or behaviors that are socially unacceptable as means or methods to achieve demands

• (1) Physical aggression (throwing objects, punching, kicking, pushing, etc.)
• (2) Psychological aggression (such as intimidating with loud voices, using rough language, threatening behavior, actions that deny a person's character, insults, reprimands, and defamation including on social media and the internet)
• (3) Repeated requests for the same content over long periods of time, daily demands, restrictive behavior (prolonged scolding, refusing to leave, staying in the same place, confinement)
• (4) Sexual remarks and behavior, discriminatory remarks and behavior, invasion of privacy, and other violations of individual rights (surveillance, filming, posting on social media or the internet, asking for personal information)
• (5)Behaviors that cause property damage (such as intentionally damaging, destroying, or breaking our company's buildings, furniture, facility equipment, trees on the premises, or using indoor facilities beyond reasonable scope, such as leaving the water running, setting the air conditioner to extreme temperatures, or leaving the refrigerator door open)

If we determine that any of these actions have occurred, we may refuse to provide service and may suspend or terminate our contract with you for accommodation, food and beverage services, etc. Furthermore, if we deem the actions to be malicious, we may take measures to cooperate with external organizations, such as consulting with, contacting, or reporting to lawyers, the police, etc. Please be aware of this in advance.

The above outlines the principles of our current efforts, and we will not be complacent with these. We will continue to make improvements to ensure we provide the best possible service. We will continue to strive to provide our customers with even better service in the future. We appreciate your continued patronage.

January 27, 2020