ロマネコンティ
May 20, 2025
We had a problem with our reservation (meals), and even when we presented the confirmation email attached to our smartphone that was sent to us at the time of booking, they bluntly demanded we check the details displayed on Shintaki's website (which showed different meal plans). We asked them to look into it, but they replied that it was up to the customer and that Shintaki would not do it. They offered to charge an additional 3,000 yen per person, so we reluctantly agreed, but my wife felt that their manner of speaking and handling was inappropriate for a customer-oriented business. While we were waiting for dinner, another staff member came into our room and asked if they could take photos of the reservation email and confirmation, which we agreed to. If they had treated us like this from the beginning, we wouldn't have been offended, but they eventually came over during our meal to tell us that there was a problem with the display on the reservation website and that there was no additional charge. They said they would inform the reservation website of the error and charge us, but I don't think that a customer's complaint, regardless of the outcome, would be dissatisfied if they just said, "We'll look into it." The food was very satisfying, and the hot springs were well-designed and enjoyable. However, it was disappointing.
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