We booked this hotel for our honeymoon in Japan while traveling with my husband’s mother. We paid the price of a triple deluxe room, but upon arrival were placed in a standard triple room that was extremely small and did not even have the third bed set up. I had called the day prior to arrival to ask about upgrading and was told it could be possible the next day, but upon arrival we were told the hotel was fully booked and that nothing could be done, including switching rooms or paying extra. The bathroom had large steps to enter and into the bathtub, which made it difficult and unsafe for my mother-in-law and was not disclosed at booking. While the staff was initially friendly, once we raised concerns there was little willingness to help. After one night, we contacted **********, who said a refund was possible if the hotel approved it, but the hotel refused to cooperate. One manager initially presented herself as the owner, then said nothing could be done until ********** provided a Japanese-speaking representative. We checked out early and stayed elsewhere but were not given a checkout confirmation or receipt. Given the amount paid for this room and that we were not provided the accommodation we paid for, this experience was extremely disappointing. I would not recommend this hotel for multi-guest bookings or travelers with older family members.
