En Hotel Kyoto

The location made getting around convenient, but everything else fell short. My friend’s coat was damaged in the hotel’s laundry/dry machines, and the staff were dismissive. They didn’t apologize, try to help, or take responsibility. The attitude was basically “that’s not our problem,” which is unacceptable service from a hotel. Our room wasn’t cleaned properly either, and there was a web hanging from the ceiling. A convenient location can’t make up for the poor service and lack of basic care. I wouldn’t come back or recommend it unless location is all you care about.

The hotel looked very good online when I booked, but my stay turned into the worst hotel experience I’ve had in Japan. Service was poor, the staff weren’t friendly, and there didn’t seem to be a clear service standard. We were given incorrect information, then blamed instead of the staff taking responsibility. I’ve visited Japan many times and stayed in lots of hotels, and I’m usually satisfied or at least neutral about the service. I almost never leave bad reviews, but this experience was unacceptable. I hope management sees this and urgently improves the service and staff standards.

The room was dirty from the start: a cobweb on the ceiling, stained carpet, and stained bedsheets. We left the room service sign on the door, but nobody came during our four-night stay. My friend’s jacket was burnt and ripped by the washing machine downstairs, and the staff did nothing about it. They said the machine worked fine and that compensation wasn’t available. The manager wasn’t there and didn’t contact us, even though we asked. The first staff member we spoke to didn’t apologize and initially tried to blame us, asking, “did you wash it properly”. Our other clothes came out smelling the same as before, and we hadn’t gone over the 5kg limit. The service was terrible, and I won’t return. Wish we’d read the reviews before booking.

From check-in, the whole place smelled awful, and it stayed that way. The room felt dirty and unhygienic. There was visible mold all over the bathroom, around the sink and inside the tub area, which was disgusting and a serious health concern. After the stay, my friend developed a rash. I strongly believe the unsanitary conditions caused it. EN Hotel Kyoto clearly needs better cleaning and maintenance. I wouldn’t recommend it, especially to anyone concerned about cleanliness or health. Save yourself the trouble and stay elsewhere.