Statement of Purpose

Spa Resort Hawaiians (hereinafter referred to as "the Company") aims to create a "place" and "time" where families and loved ones can connect, delivering energy and inspiration as a "Kizuna Resort" (a resort that fosters bonds). We strive to enhance customer satisfaction during their stay, aiming to create an exciting paradise that continues to create unforgettable memories and thrilling new dreams and hopes. Based on the belief that it is necessary to respect the human rights of our employees and create a work environment where they can work in good physical and mental health with peace of mind, we have formulated a "Policy on Responding to Customer Harassment." This policy applies to the Company and all companies in the Group.

Definition of "Customer Harassment"

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.

Behavior that constitutes customer harassment

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 aggression (assault, injury)
• Mental aggression (threat, slander, defamation, insult, verbal abuse)
• Intimidating language and behavior
• Demanding apologies in the form of kneeling
• Continuous, persistent behavior
• Restrictive behavior
• Discriminatory language and behavior
• Sexual language and behavior
• Personal Attacks or demands directed at a particular employee
• Defamation and posting of personal information on social media and the internet.
• Unreasonable or excessive requests for service
• Demands for product exchange, monetary compensation, or apologies without justifiable reason

Dealing with Customer Harassment

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.

Initiatives within our group

Our group is taking the following measures, 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.

Enacted: April 2026, 5