Elke Jaspers
Google
Absolutely unacceptable experience at this hotel. Our booking confirmation very clearly stated breakfast was included, yet we were forced to pay for it at checkout. Even worse, the staff initially confirmed free breakfast for two people, only to change their story once they realized there were three guests in the room. This inconsistency felt deliberately misleading and unfair.
When I raised the issue, both the hotel and Booking.com kept passing responsibility back and forth, leaving us stuck in circles with no resolution. Instead of addressing the problem, the hotel simply hid behind “room only” technicalities and refused to take accountability for the way the booking was presented.
This kind of treatment is extremely disappointing and unworthy of a hotel that presents itself as high-standard. Guests should be able to trust that what is confirmed in their booking will actually be honored. Sadly, this hotel failed on transparency, fairness, and basic hospitality.
I cannot recommend this hotel to anyone looking for honesty or reliable service in Kyoto.