Yamato - Doyanen Hotels

I showed up at the hotel, only to be told my booking was for the wrong dates and there were no rooms for the stay I needed. I asked for a refund straight away, but the hotel refused, saying it was non-refundable and cancellation would mean a service fee. Booking.com later confirmed that claim was false. A manager's representative tried discussing it with the manager several times, but the hotel still wouldn't help. I urgently booked somewhere else, which cost me a lot extra. Later, I asked to reschedule, and the hotel refused again. I contacted Booking.com twice, and both representatives said the hotel could give a full refund without fees, but the hotel ignored that and kept citing its policy. I also got an email from the hotel saying, “This is your mistake. Do not blame others.” They threatened to report me for harassment, which felt aggressive and unprofessional. The hotel experience was terrible and unprofessional, with no honesty, professionalism or customer care. Their conduct may violate the Japanese Consumer Contract Act (Consumer Contract Act) and unjust enrichment rules (unjust enrichment), since they kept payment without providing the service. I strongly recommend avoiding this hotel.

We arrived at 9:30 am and were told check-in wasn't until 3 pm, so we left our bags and went for a walk. When we came back at 3, we were the first guests in the room and found water pouring from the ceiling. The bed and floor were completely wet, it was raining inside. Reception said no other rooms were available. We waited nearly four hours for an answer, sitting in a very uncomfortable chair after a 36 hour flight, then were transferred to a hotel in the same chain. We stayed in a “staff” room there, and it was okay. On the second night, we got locked out in the cold because the reception door's password didn't work. They said it was because we weren't official guests at that hotel, but were from another one. Another guest let us in. The next day, when we told reception and asked for a new code, they said the room didn't exist and we weren't staying there. We had to explain several times because they treated us like lying intruders. Eventually they gave us a new password. At checkout, they charged us for a punctual check-out, even though the hotel's own mistake had made us arrive several hours late, and we had been told we would “earn” an extra hour. It wasn't even an official room, so there were no other guests waiting for it to be cleaned. The reception staff were good people, but outsourced and only trained for the basics, so they couldn't solve problems. Management was the real issue, disorganized and confused. It felt like they think a low price means you don't deserve respect. Better to pay a little more for a peaceful, stress-free trip.

Bestie hotel looks so pretty, and the location is really convenient. The rooms and showers are clean. Only downside is the rooms are very tiny and have no tables.

Good prices, nice look, and a great hotel. No complaints from me. I'll come back next time I'm in the area.