LoCanny
May 12, 2025
So I booked a singal room for 2 people and ended up got only one set of towels, slippers and pillow provide in the room, so we went to the reception and ask for one more set of utilities.
The male staff checked for a few minutes and told us we didn't book a room for two people, so he wanted to charge us 2000 yen to add one more person for the room.
I definitely knew what I booked, which is a room for 2 people, so I thought there was the mistake with trip.com instead of the hotel, I paid for it and ask him for a receipt for us to make a claim in trip.com. He didn't understand what I was talking about (in an international language - ENGLISH), and he gave us google translate on his phone and ask us to type in Chinese -> Japanese.
He check one more time on the hotel room information book, in turn showing us this room is actually for 2 people and should provide 2 sets of utilities.
Therefore he gave us the 2000 yen back, the utilities, and didn't apologize a word, end of conversation in a very impolite way.
This definitely showing this hotel has problem of keep room information correctly and the lack of training on their staff. Such a bad experience.
This hotel brings shame to the Japan hotel industry.