Usuário convidado
30 de março de 2023
The rating represents an average of the guest room (5 stars) and customer service (0 stars) experiences. Everything in life is relative, right? So keep in mind that we spent $700/night. The extremely expensive traditional Japanese guest rooms are exquisite, but 1) service in the exclusive restaurants is prioritized over service to hotel guests, meaning that there is literally no guest assistance during dinner hours; 2) and when guest service is available, it is provided in very poor, broken English, which results in misunderstandings and frustration. We actually felt as though we had to avoid the personnel and struggle to find our own solutions, such was the frustration and concern about feeling too pushy or intrusive. Although it was by no means easy, it was easier to google our way out of problems or ask people on the street. There were several times when we had to enter the kitchen to find anyone available to help and others when we dialed 8 on the telephone and let it ring interminably. It worked once. No one is around early in the morning. The owner acts like he’s on speed, making bizarre 2 second appearances and, in the following example, can make really bad choices. We originally booked a room for 5 nights during Sakura season along with our friends. Our friends canceled their reservation, so the owner assumed that it was OK to cancel ours as well. When we told him that we did not cancel, he scolded us, saying it was Sakura season and that he was very busy and that I must reconfirm my reservation with a credit card (by email!). This also coincided with a tourist rush to Japan that occurred just after Japan was reopened for general tourism. This all transpired around Christmas, so since I was not as vigilant with my emails and was hesitant to send credit card information by unencrypted email, we lost our reservation again! When the dust settled, he could not accommodate us for as long as we originally intended to stay. We are now in Tokyo at the Okura hotel..and NOW I know what superlative Japanese-style customer service is all about.
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