The Westin Yokohama

The front desk service was appalling. Despite checking in at a reasonable hour, not late at night, there was only one staff member on duty. I waited for half an an hour, and the previous guest hadn't even finished checking in when a second staff member *finally* appeared to assist me. This was an incredibly frustrating experience. The abysmal standard of service at the front desk completely ruined my expectations for this hotel. Their efficiency was the absolute lowest I've ever encountered at any hotel.

First and foremost, this was the worst hotel experience we've had in Japan. We booked a Club Room, which, as advertised, included Executive Lounge access and breakfast. However, wanting a more substantial breakfast, we also purchased breakfast at the Western restaurant when making our reservation. Ridiculously, when we arrived at the Western restaurant for breakfast, the front desk couldn't find our room number in their system and simply told us to go to the Executive Lounge instead. I'm truly baffled as to how your booking center communicates with the front desk and the restaurant. Such a basic error is utterly frustrating. Secondly, regarding the deposit upon checkout: we used a credit card pre-authorization. More than twenty days later, after contacting our bank, we discovered that your hotel had not cancelled it at all. It was only after a second communication with your team that the issue was finally resolved. To top it all off, the housekeeping staff even left a dirty dusting cloth on our counter after cleaning the room. Your establishment is truly an embarrassment to Japanese hospitality. Management desperately needs to brush up on their hotel management skills.