Deeply Disappointed Not What You Expect from a High End Japanese Hotel
I rarely leave reviews, but this experience was so frustrating I feel compelled to warn others. I booked this hotel expecting the high standards and hospitality Japan is known for but what I encountered was the exact opposite.
The room I was given looked nothing like the one I had booked. I had photo evidence to show the discrepancy, but when I politely brought it up to the front desk, I was met with a confrontational and sarcastic attitude. Instead of listening or trying to find a solution, the receptionist brushed me off with a cold, “There’s nothing we can do,” as if this was a normal occurrence.
Even after I explicitly asked to speak to a manager, no one came. Not once during my entire stay did management step in to acknowledge the issue, let alone offer any real apology or compensation. Only on the last day was I offered a change to the correct room which at that point felt more like an afterthought than a resolution.
It’s shocking to see this level of unprofessionalism and indifference from a hotel that markets itself as luxury. At this price point, and in Japan no less, I expected accountability, sincerity, and above all, respect. Instead, I left feeling ignored, deceived, and disappointed.
If you’re considering staying here, I strongly recommend thinking twice. What you see in the pictures may not be what you get, and if there’s a problem, don’t count on the staff to care.