GRAND BASE Beppu Ekimae

The front-door tablet wasn't working, leaving us with no way to get in or contact staff. In the end I made an international call, which cost over 100-HKD, and spent 20min reaching the staff member. He couldn't speak English, Chinese, or any language other than Japanese. It took over 40min before I finally got into the room.

Four guys in a quadruple room for two days.

We were kept awake by repeated noise from the room above, from about 10:00 PM to12:30 AM. The guests upstairs kept walking around, and from around 11:00 PM there were also loud sounds like furniture being dragged across the floor. It went on for a long time and seriously affected our rest. We reported it to Xiecheng （Ctrip Travel）, which then contacted the hotel for us, but the noise didn't stop. Today we contacted the hotel again through Xiecheng. They said they couldn't take effective action and that we should just continue our stay. We paid expecting a quiet, comfortable place, so that response was unacceptable. We've spent a lot of time going back and forth with Xiecheng and the hotel without getting a meaningful solution. We're extremely disappointed by both the disturbance and how the complaint was handled. We respectfully ask the hotel to review the matter seriously and provide an explanation and compensation for the inconvenience and bad experience. We look forward to a prompt response.

The whole experience was terrible. At the entrance I scanned the QR code and was asked for my reservation code, but it wasn't in the booking email, so I couldn't get in. The instructions gave a phone number to call, but I tried many times without getting through. When I finally reached someone, they were kind, but there was so much background noise and chatter that I could barely hear them. I eventually found the reservation code and got inside, only for the check-in terminal to ask for a check-in ID that I hadn't received by email. I had to call again. The electronic room lock also seemed faulty and took about 10 touches to respond. I waited roughly 30 minutes before I could get into the room. The air conditioner remote was missing. After searching, I found it under the desk, dusty and looking as if it had been tossed around. The kitchen was greasy and very dirty, and the light-switch cover by the bed had come off and was lying on the floor. For 20,000 yen a night, the quality wasn't worth it. I'd like a refund if possible. I've stayed at several Grand Base hotels, and this was the worst. Is there any way to get a refund from the management or cleaning staff?