Neo Field Nakasu

My mother injured herself getting into the toilet room because there was a huge step in front of it. It’s about a foot high, and there’s another large step to climb when leaving the toilet room to wash your hands. The steps aren’t shown in any photos or mentioned on any booking site, and there’s no information in the property or room listing about this accessibility problem. When booking a hotel, I don’t expect to have to cross a foot-high step just to reach the toilet. The washroom and bathroom were extremely cold. Even with the heat on for hours, they got only slightly warmer. We were staying as two people but were given just one rinsing cup in the washroom. After using the toilet, you have to leave that room to wash your hands in another one, so the door handles get dirty if you want any privacy. There were a washing machine and dryer, but we were assigned one of the two rooms without a dryer, and the booking details never mentioned that. We could also hear everything outside very clearly from the top floor. There was nowhere sensible to hang a towel in the bathroom. The only bar was a short one on the shower door, facing inside, so it got soaked after a shower. Wall jacks were beside the beds, right by where your head goes, but there were none near the narrow table, so working there was out. Electronics like a tablet and a fridge-microwave combo were also placed right beside your head, about the worst spot for them. I never received the entry details, despite being told they would arrive the morning of check-in, or three days beforehand according to the sign on the front door. I had to fill out a long form, then wait an unknown amount of time for a response, from several minutes to who knows how long if they were busy. It’s impossible to ask questions through booking sites, but they don’t say that or provide an email or website link where you can contact them. Even after we booked, they sent rules and hotel information with no actual contact details. Expedia, a platform they advertise on, couldn’t reach them for two whole days through a case I escalated. They finally provide proper contact methods inside the room, but you have to fill in a long, tedious form each time. Their response to my mother’s injury was that they were sorry she’d been hurt and found the washroom physically difficult to use, but they’d do nothing and take no responsibility. No room improvements, refund, or even a bandage. They blamed me for choosing the room, though there was absolutely no information beforehand about this problem. It felt as if they’d deliberately left out important details to make more profit. Anyone elderly or with a bad leg should not stay here. There’s an example of their communication on this Maps listing: someone asked for their official website, and they replied that the person should contact them through the official website without providing a link. The room and the system are both badly thought out, and the staff were extremely inconsiderate.