Policy Against
Customer Harassment

As a Marriott International hotel, we are committed to providing a safe and comfortable stay for all guests. However, in our commitment to safeguard the human rights, mental and physical well-being, and working environment of our employees, we will take firm and systematic measures to address customer harassment.

Pursuant to local laws and regulations, customer harassment may include any demand or behavior by a customer that: (i) is unreasonable or is accompanied by language or behavior that is socially unacceptable; and (ii) is harmful to the employees’ working environment.

Examples of customer harassment include:

  • Repeatedly requesting services or making demands which are unfair or excessive beyond what is customary, such as excessive discounts and late checkouts beyond what has been agreed or is customary
  • Demanding other guests not to be placed in rooms adjacent to yours
  • Demanding hotel employees to only attend to specific guests or preventing certain employees from providing service
  • Demanding employees to apologize in ways beyond social norms (e.g. getting down on their knees to express remorse)
  • Verbal abuse, yelling or insulting, defamatory or discriminatory remarks
  • Threatening or intimidating behavior
  • Physical violence, property damage or other aggressive behavior
  • Continuous and persistent behavior or refusal to leave
  • Restraining an employee for an extended period without reasonable cause
  • Trespassing into employees’ workspace
  • Actions that damage the hotel's or employees' credibility on internet, social media or otherwise
  • Sexual harassment, voyeurism, stalking or obscene remarks
  • Repeated phone calls or emails
  • Unauthorized filming or recording
  • Exposure of personal information

Response to Customer Harassment

  • In the event of customer harassment by a guest against an employee of our hotel, we will take firm action to protect its employees. These actions may include suspending services to the relevant guest, requesting the relevant guest to leave the hotel area, or permanently restricting the relevant guest's use of our hotel. Where required, we will also cooperate with external specialists, such as the police and legal counsel, and strictly address the situation, including lawful measures.
  • We have developed an internal system with a manual to address issues of customer harassment.

Request to Our Guests

To prevent customer harassment in compliance with the law, we will kindly request your cooperation and understanding of this policy. We will continue to strive to provide a safe and secure environment for all the guests and employees at our hotel.