I am writing to express my deep disappointment regarding our recent stay at Tokyu Stay Ikebukuro in Room 1307 from July 14 to July 17, 2026. During our stay, we experienced persistent air conditioner leakage and a series of unsatisfactory handlings by your staff.
Here is the timeline of the events:
- Midnight of July 16: While we were sleeping, the air conditioner suddenly started leaking water continuously, soaking the desk, cups, and floor. Since it was very late, we temporarily covered the wet areas with towels.
- Morning of July 16: By morning, the leak persisted. At approximately 8:15 AM, we called the front desk. The staff promised to send someone up immediately. However, after waiting for a long time, no one showed up. My husband went down to the front desk to inquire, only to be told that the maintenance team would not arrive until 11:00 AM. They promised to inform us once the repair was complete. We notified the front desk that we would return to the hotel at 12:00 PM.
When we returned, no one updated us on the repair status. We only noticed that the AC temperature had been adjusted from 20°C to 23°C and the dripping had temporarily stopped, so we assumed the issue was resolved.
- Night of July 16 (approx. 23:30): We returned to the room. While I was showering and my husband was packing our luggage, the AC suddenly began leaking heavily again. No one had touched the remote; it was still set at 23°C. My husband hurriedly placed towels on the floor. I tried calling the front desk immediately after my shower, but no one answered. I had to go down to the lobby in person.
- The Front Desk's Reaction (Midnight, July 17): To my surprise, the front desk staff was already aware of our room’s AC issue, yet their initial solution was simply to tell us to "keep using towels to block the water." I pointed out that this was the second time this had happened, the dripping noise was extremely loud, and we could not sleep. I asked if we could change rooms. Only then did the staff realize a room change was necessary.
However, they assigned us a room on a different floor (Room 1407). When I explained that we had too much heavy luggage and it was difficult to move in the middle of the night, the staff simply stated they could do nothing about it. We had no choice but to accept. With the staff's assistance, we finally managed to move into Room 1407 at around 01:10 AM on July 17.
- Inconsistent Policies on Late Checkout & AC Settings: When we asked for a late checkout due to the midnight disruption, the staff initially said only a 30-minute extension was possible. Upon further insistence, they agreed to 12:00 PM. Later, while moving to Room 1407, my husband asked again, and another staff member finally agreed to 13:00 PM. Why was there such inconsistency in your policy?
Furthermore, the staff in Room 1407 informed us that "the AC temperature should not be set below 23°C." This is highly suspicious. In Room 1307, the AC was already set at 23°C when it leaked the second time. Why were we only warned about this after moving to the new room, especially when the AC remote allows settings as low as 16°C? This leads us to strongly suspect that this is a recurring issue with your air conditioning systems that the hotel has failed to properly address.
This experience severely disrupted our rest and ruined our stay. We expected a much higher standard of service and facility maintenance from Tokyu Stay.
