Quintessa Hotel Sapporo

We stayed four nights and have two serious concerns to raise. When we arrived, there was a man lying on the lobby sofa with a large amount of personal belongings. The scene strongly resembled a homeless person occupying the public space. It made us feel extremely uncomfortable and unsafe, and seemed inappropriate for a hotel lobby. No staff appeared to intervene or manage the situation, which made us worry about security and guest safety. Our other concern was the lack of help with transportation. We understand Sapporo had heavy snowfall during our stay, but conditions were improving on January 27 and into the early morning of January 28. On January 27, we asked the front desk to arrange a taxi to Sapporo Station for 5:00 AM on January 28. The staff member said no taxi could be arranged because of the snow, and offered no alternative, advice or guidance. As foreign visitors unfamiliar with local transport in severe weather, we found this especially disappointing. We arranged an Uber ourselves, reached Sapporo Station safely and on time, and caught the JR train to the airport. That showed transport was possible, so it was hard to understand why the hotel refused to help without suggesting another option. The issue was not the weather itself, but the lack of basic hospitality, problem-solving and consideration for guests’ safety and needs. Together with the unmanaged lobby situation, the experience fell well below the standard we expect from a hotel. We hope the hotel takes this feedback seriously and reviews front desk training and lobby security management, so future guests, especially international travelers, can get suitable support and feel safe.

The room was tidy, but an old, musty smell lingered throughout my stay and bothered me. It was also extremely hard to communicate with reception. Even using a translator, I struggled in both English and Korean and couldn’t get proper service. For a hotel in a well-known international city that welcomes visitors from abroad, I left feeling the staff aren’t ready to communicate smoothly.

The hotel and rooms were disgusting, and I’d strongly recommend staying somewhere else. There was a lot of mold in the bathroom and around the windows, and the bathroom fans in our room didn’t work. At this price, that’s unacceptable and shows complete disregard for guests. The room was huge, the staff were friendly, the location was good and the parking system worked well. It could have been a really good stay if it weren’t for the cleanliness.

I felt relaxed thanks to the room and the service. The location was good too, near a convenience store.