Homm Stay Nagi Sanjo Kyoto By Banyan Group

Mel at the front desk made a real difference to my trip. I’d left an item at my previous hotel, and Mel patiently contacted them and coordinated with my next hotel to help me get it back. He followed up several times without hesitation or frustration, and I felt the guest-first spirit Japan is known for. His kindness and professionalism made the trip feel warmer, easier, and more relaxed. His English was also the best I encountered across the five hotels I stayed at, which made everything reassuring and smooth. Thank you, Mel, for making my journey in Japan so memorable.

We loved our stay here. The place is beautiful, quiet, and comfortable, with a great location. There’s Nespresso coffee in the room, comfy pajamas, and lovely amenities throughout.

The warmth and customer service were amazing, and the rooms are large, unlike what you’ll find in bigger cities like Tokyo and Osaka. I’ve never stayed somewhere so accommodating. For a relaxing visit, this is the place. Thanks so much for having us.

When we arrived around 11:30 a.m., my kids were exhausted, so I politely asked when we could check in. I was willing to pay for an early check-in, and was told noon was possible. I thanked them and went to lunch. When I returned around 1:00, they said there’d been a misunderstanding and I couldn’t check in until 2 p.m. I accepted that, since communication wasn’t very smooth and mistakes happen. Then they said I could check in early if I paid. I agreed, though it was less than an hour before regular check-in, but the staff member said I had to pay for the whole group. I explained that the others were out and only my kids and I were checking in then. She eventually accepted that. After checking her book, she said the room was still being cleaned, so early check-in wasn’t possible. I said that was fine. About 15 minutes later she came back to say the room was ready, but I still had to pay to get in. It was then less than half an hour before 2:00, and I was just about to call a taxi. Are you serious? The whole thing was no fun and left me feeling this hotel has low standards and a poor service culture. I won’t stay here again.