Aaron W.
Yelp
What I thought was going to be a really cool, hospitable, and relaxing hotel experience turned out to be a truly awful and unwelcoming one.
We had a small group with us celebrating a wedding that just took place in Tokyo, and now we were to explore Kyoto and then on to Hiroshima.
Our group included family and friends.
All ages, all well traveled, and all very respectful individuals.
Immediately upon check in we were met with a quiet hostility.
We were told they do not accept groups, and it was almost as if they were trying to discourage us from even checking in.
We were puzzled as we had small group with us, who had each booked separate rooms on their own but no where on their website was this an issue.
We were then told we could not sit together and we were not allowed to move any furniture.
Already, some in our group were feeling frustrated and a little angry.
I know that there is a language barrier but there is also an vibe and a way to speak to people and this was not it.
I let it go and was overly polite. I tried to calm everyone down, as we would be here for two nights and did not want this to ruin our experience.
Everything was fine for a short time.
We separated when we ate, we kept our voices down, we did not move any of the furniture, and were doing everything on our part to be respectful and to show the staff we were not the obnoxious Americans that they may have encountered in the past.
We were fine until literally incident after incident and then I felt the need to say something to the front desk.
So strike one was check in.
Strike two, a host came and shushed my 60 year old aunt for laughing too loud while we were eating dinner. My conservative, ball room dancing, super sweet aunt. Really?
Then shortly after we were heading out for the evening a staff member placed his hands on my sister-in-law and physically nudged her because apparently she was blocking a walkway. When I looked around and there was no one there, I thought ok, this is ridiculous!
I asked Japanese if I could speak to someone in English. I spoke with a front desk person who served as a translator for the manager on duty. I told him very politely but passionately that we had been made to feel very unwelcome right from the start for no reason at all. We felt like we were bending over backward to accommodate the hotel and it should be the other way around! I reminded them that we had brought people with us and had been spending a significant amount of money to be here and they were ruining our experience completely!
They definitely understood and apologized but nothing was done to try and repair the damage. It just felt awkward afterwards. Luckily we checking out the next day, and we all felt relieved to leave.
While this hotel may look and feel like it is a young, hip boutique hotel with really cool vibe, it was a very unfriendly, unwelcoming and rigid hotel with very poor customer service.
I have lived in Japan and I understand the culture and customs. I am a very respectful person and am described by many people as "too nice", so if I had a poor experience and had to say something, do yourself a favor and find a better hotel! You will save yourself a huge headache!!! So sad.