8/10 Good
Manuel
Travelled with family
3 Oct 2024
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I booked 5 nights and by mistake I booked a room for smokers. I didn’t know that it was allowed in Japan. I requested a change as the room had the smell of cigarettes. At the beginning one person tried to helped me but he told me that it was difficult to find a new room for 5 nights. So he told me to wait one more day. The next day I had to explain to a new recepcionista and this time they just told me that it was my mistake as I booked it and they couldn’t do anything. So I had to stay the 5 nights smelling the weird smell in the room. The other issue was that I was encouraged to get the membership to get money back. I asked the receptionist and they told me that the process was completed the last day of my stay. I went to pick up my 2500 yen’s and they told me that it was impossible as I booked through hotels.com. They never told me that information the day that I was encouraged to complete the application. So disappointing and waste of my time.
Manuel
Stayed 5 nights in Sep 2024