The first impression about the hotel is horrible and has totally ruined our trip.
We all know the Hotel is providing people who travelled from overseas to have the feeling of "home", especially when you have a long flight. So besides the facilities (e.g. room, restaurant..), "people/staff" will be the key and the most important reason for this hotel to have repeat guest.
We found this hotel online with good reviews and the activities they provide looks so attractive and the price is reasonable, so we tried to book the room through hotel website, however, the website direct us to "travel agent" which we did not realize.
Upon making booking, we have selected flight (3pax) cum accommodation (room for 5pax) as we have another friend flying from overseas to join us.
After we arrive hotel and feel so excited to check in, we found out that we need to pay extra fee for the fourth person with a huge shock, while we already paid the room charges for 5pax.
As per the receptionist, she said "We are charging per headcount in Japan". This is so ridiculous! And the worst thing is, the charges for additional headcount is around USD1,100 which equals to 3pax (flight + accommodation for 5pax), do you think is acceptable?!
We tried to negotiate with the female receptionist if we can only pay for the breakfast charge, cause there is no point that we need to pay that much since the room is able to fit in for 4pax anUd we have paid the room for 5pax.
But the one and only reply from her is "YOU NEED TO PAY", with firm tone and unacceptable attitude.
I thought she might misunderstood so I explained again. However, she still insist. During this period, although we feel helpless, but we still remain calm and wishing miracle could happen, but the female staff is being so rude!
So, we have no choice but to seek assistance from her Manager, here's the most epic part!
3 - 4 manager came and try to figure out what happened as we have stood there for more than 1 hour (funny thing is, during this period, no one come and greet us or offer any seat or try to solve the problem), and, not surprise, MANAGERS ALSO NEVER GREET US OR INTRODUCE THEMSELVES WHEN THEY APPROACH AND NO EYE CONTACT WITH US!!!
What kind of hotel is this??? Do their management train them to treat guest like this?
I thought the managers will be more considerate, however, MANAGERS NEVER TALK TO US, he only listens to what the staff said, and they all communicate in JAPANESE!!! This is so disrespect to foreigners who can't understand Japanese! From what I understand from their tone is, they feel funny about the things that I have being trying to explain and negotiate. After so long of the female staff complaining to her manager, the manager said something and left the counter, without attending to us!
And you know what the female staff says? "YOU NEED TO PAY USD1,100 FOR THE FORTH PAX"
HUH?????? After 10 mins for discussing with the manager, the only reply is still the same? Not even any apology from the manager for letting us standing there for so long just to wait for the reply. I really cannot accept this kind of treatment.
We even ask for staff who can speak Mandarin to help us translate into Japanese on our inquires, but the answer is still the same. NO ANY MANAGER COME AND SOLVE THIS! ONLY PUSHING THOSE STAFF WHO DO NOT HAVE THE POWER TO MAKE DECISION TO ATTEND US! What kind of manager is this???
2 hours has passed, we felt so frustrated, upset, tired and helpless, our planned all got postponed because of this abrupt issue! We have no choice but to pay the unreasonable price, since we cannot get any help even from higher management.
Now that I am back to my own country and feels that I cannot just let this go.
I am a hotelier as well, and I know that I would NEVER do this to my guest, especially those we do not understand English, and my manager NEVER taught me this way!
So I would like to share this experience to everyone that this is the most ludicrous hotel and experience that I have ever encountered, and I would like to have REFUND!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC