During my stay, I asked the manager, Kazuyuki, if I could receive an additional room key card. His response was simply, "No!" While there may have been a language barrier, I found the reply abrupt and unprofessional. A more customer-oriented response would have been something along the lines of, "I'm sorry, but our policy is to provide one key card per guest."
As this is a major hotel chain, I would expect staff to make an effort to communicate policies in a courteous and welcoming manner, even if that requires using a translation tool. Unfortunately, the interaction left me feeling unwelcome rather than valued as a guest.
I also felt that the manager's appearance and grooming did not reflect the professional standards or upscale atmosphere that the hotel otherwise strives to maintain.
It's disappointing because the rest of my stay was generally pleasant. In fact, this was my second time booking this hotel. However, due to this experience with customer service, I do not plan to stay here again.
