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.