Toyoko Inn Kyoto Nijojo Minami

I enjoyed the stay itself. The room was comfortable, the amenities and hotel were great, breakfast was good, and the staff were friendly. One staff member helped send my luggage to my next hotel. When I arrived there, I found my luggage broken. The transport service said I hadn’t purchased a warranty. I didn’t know about any warranty, and no one at the hotel told me about it or asked me to sign anything. A man on the phone said someone from Toyoko Inn staff had told them I didn’t want a warranty, which isn’t true. I contacted Toyoko Inn through Booking, where I’d made my reservation, to ask why their staff had given Yamato Transport false information, but I haven’t received a reply yet and don’t know if I will. I’m really disappointed. I enjoyed my stay, but I don’t think I’d return after this customer service. Don’t ignore customers just because their stay is over. It was rude and gives the hotel a bad image. I’ve given one star for the good parts, but what happened to my luggage makes me not want to give more. Thank you for understanding.

The location right across from Nijo Castle sounded convenient, but getting to buses or the subway was awkward, so I ended up walking much more than expected. I stayed in a single room beside the elevator, and could clearly hear it whenever it moved. That made the room uncomfortable. They didn’t have earplugs when I asked, or foreign power adapters. Instead, I was given what looked like a 10-year-old charger. At check-in the staff gave me a warm welcome, and the restaurant team especially made my mornings start on a positive note. Having a luggage storage area on the first floor was handy before check-in and after checkout. Still, for a 6000yen room, it felt like I got exactly what I paid for, nothing more.

The service was excellent, and Naka was especially patient and helpful while I was there. Still, most of the inn's windows are frosted, so there’s no view, and I started to feel claustrophobic.

I’ve stayed at Toyoko Inn for a long time, and this was the first time I’d been met with service this cold and rude. I told the front desk I wanted to eat at the restaurant that night and was going there, but she couldn’t make a dinner reservation for me as a long-time member and house guest. I’m not blaming the hotel if there’s no reservation available. I just needed somewhere to eat. They may need to improve the policy or staff training.