Candice Li
Google
Read before you book!!!!
The worst hotel experience ever!! They hang up the phone no response at all
Unresponsive, inflexible, and completely lacking in basic hospitality ethics.
I had a reservation at this hotel as part of my international trip from Sydney to Okinawa. Unfortunately, due to a typhoon, my connecting flight from Shanghai to Okinawa on July 24 was cancelled, and no alternative flights were available the following day. To make matters worse, I also tested positive for COVID-19, and was physically unfit to travel.
I immediately notified the hotel and provided full documentation:
• My flight cancellation notice
• My positive COVID test result
Despite this, I received no proper response. The hotel ignored multiple emails and refused to engage in any kind of meaningful communication or solution—even as the check-in date (July 29) was still days away and they had ample time to resell the room.
In most reputable hotels, situations involving documented medical emergencies and natural disasters are treated with empathy and flexibility. Not here. This hotel chose to hide behind rigid policies and treat a seriously ill guest as a nuisance, rather than a human being.
This is not just bad service—it’s a total failure of integrity, compassion, and basic professionalism.
I strongly advise other travelers to think twice before booking here. If anything goes wrong with your trip, you will receive no support, no response, and no understanding.