Iconia Hospitality K.K. (hereinafter referred to as "the Company") strives to enhance customer satisfaction during their stay, based on the philosophy of "creating facilities that become 'icons' in the region and 'iconic' experiences that remain in the memories of visitors." In order to provide better service, we believe it is necessary to respect the human rights of our employees and create a work environment in which they can work in good physical and mental health and with peace of mind. Based on this belief, we have formulated a "Customer Harassment Policy." This policy applies to the Company and all companies in the Group.

In accordance with the Ministry of Health, Labour and Welfare's "Customer Harassment Countermeasures Corporate Manual," our company defines "customer harassment" as any "complaint" or "behavior" from customers where, in light of the validity of the demand, the means and manner of fulfilling the demand are socially unacceptable, and where such means and manner harm the working environment of employees.

The following is just an example and is not exhaustive.

[Examples of requests that lack reasonableness]

• If no defects or negligence are found in the services or products provided by our group hotels.
• If the content of the request is unrelated to the services or products offered by our group hotels

Examples of means and methods used to achieve a demand that are considered inappropriate according to generally accepted social norms.

• Physical attack (assault, battery)
• Psychological attacks (threats, slander, libel, insult, abusive language)
• Intimidating behavior
• Demand for prostration
• Persistent and persistent words and actions
• Restrictive behavior
• Discriminatory remarks and actions
• Sexual behavior
• Attacks and demands against individual employees
• Defamation and posting of personal information on social media and the internet.
• Unreasonable or excessive requests for service
• Unjustified demands for product replacement, monetary compensation, or apologies.

If we identify any conduct that constitutes customer harassment, we will take a firm stance to protect our employees and may take the following actions:

• We may terminate our service to customers and refuse to provide accommodation, facility use, or other services.
• To accurately verify the facts and ensure the safety of our employees, we will record phone conversations and videotape using security cameras, etc., and store and use these recordings for future reference.
• If we identify any malicious or criminal conduct, we will not leave it to a single employee on the scene, but will respond systematically as an organization, consulting with the appropriate authorities such as the police and lawyers, and will take strict action.

Our group is taking the following steps, along with publishing this policy, to prevent customer harassment and to ensure that we can respond quickly and appropriately if it occurs.

• Developing methods and procedures for responding to customer harassment, creating response manuals, and conducting training.
• Establishment of a consultation and reporting system in the event of customer harassment.
• Establishment of a consultation service for employees who have experienced customer harassment.

Established: May 19, 2026