I had a very frustrating experience with this hotel.
Before making my reservation, I called the hotel in advance to explain my situation. My flight arrived late at night, so I would only be able to check in around 6:30 AM on 27 February, even though my booking was for 26–27 February, and I planned to check out around 10 AM. The staff on the phone confirmed that this arrangement was OK, which is why I proceeded with the booking. I also clearly wrote in the booking notes that I would arrive at 6:30 AM on 27 February to check in.
During the call, they also informed me that if I wanted to extend the checkout time, I could pay an additional 1000 yen, which I agreed to.
However, when I arrived at the hotel around 6:30 AM, the staff member at the front desk (an older man) was very rude and unhelpful. He could not speak English and kept speaking to me in Japanese, which I could not understand. I showed him my booking confirmation, but he searched for a long time and repeatedly told me that I could not check in.
Even when I explained that I had called the hotel the day before and they confirmed it was allowed, he still refused to help. Thankfully, a kind passerby helped translate, but even then the staff member kept insisting that I could not stay, which was extremely confusing and frustrating.
Eventually, he finally found my booking details. It was clear that my reservation was actually there the whole time, but he had refused to show it earlier.
In the end, I offered to pay the 1000 yen extension fee (which the hotel itself mentioned during the phone call), and only then did he allow me to go to my room.
Because of this unnecessary delay, I could only check in at around 7:30 AM instead of 6:30 AM. I arrived early specifically because I needed to rest after a long journey, but instead I had to deal with stress and poor service.
I paid about RM150 for one night for a single person, yet I was treated as if I was not even allowed to stay.
Due to the poor service, misinformation, and the inconvenience caused, I believe the hotel should provide appropriate compensation or a partial refund for this experience.
Overall, this was a very disappointing stay, and unfortunately I would not recommend this hotel to others.
