Akizero Onnason

We had a terrible experience and the service was poor. My boyfriend and I were meant to check in on December 4, 2025, but by 6:00 PM we still hadn’t received the entry code. We had to keep asking for the combination lock details. We reached the property after 11:00 PM. The code customer service had sent wouldn’t open the door, and we stood in wind and rain trying it over and over. Neighbors tried to help too, but we still couldn’t get the main door key or open the combination lock. We contacted the hotel through Agoda, thinking the lock might be broken. By 12:00 PM there was still no reply, so we went to a nearby convenience store to rest and called Agoda Hong Kong at our own expense. They looked into it and contacted the hotel. After about half an hour, Agoda said they couldn’t reach anyone and would email if they got more information. Then, after I called Agoda Hong Kong, hotel staff somehow got in touch and sent a different code. We drove back exhausted and finally got inside. Later we realized they had likely mixed up the check-in information for Buildings 1 and 2. It was almost 2 a.m. when we arrived at the hotel. We wanted to turn on the lobby air conditioner, but couldn’t find the remote, so we washed up and tried to rest. Just as we were going to sleep, the hotel asked us to send a photo to prove we had checked in. The bed's slingshot was broken too, and the washing machine looked neglected, with rust around the lid and what seemed like dirt built up over a long time. The next day we told them we were leaving and checked out. Afterward, they asked whether we’d taken the air conditioner remote by accident. We thought it over and asked for a refund, but they ignored that request and instead rudely kept pressing us about the remote. We’d chosen this place because of the good reviews, and I can’t understand how it has so many. Mixing up a guest’s check-in details and sending the wrong code is a basic mistake. Their conduct was outrageous, and I’m disappointed.

The smell was incredibly strong for several days, and opening the window didn’t clear it. The kids complained a lot. We also never got the Sent key from the hotel, so we couldn’t enter our room until 2 AM. They gave us a Japanese phone number to call, which meant driving to a 7-Eleven to borrow a phone. The washing machine was awful, very dirty, with stains all around, and the door lock was hard to open. The service attitude was poor. There are some other people's complaints below.

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It was clean and comfortable, with everything you need for everyday life at home.