UCHI SUSUKINO WEST by Hotel Wheat

The rooms look lovely, but getting in was a mess. My friend booked the place, and we followed the detailed instructions. First we scanned the QR code to open the building door, then tried to use the tablet to call a third-party contact for the room's electronic code. The tablet lagged badly and died, so we had to charge it with our own portable charger. Once it worked, the woman on the call repeatedly asked for our home address to confirm the booking, even though we'd already shared our personal details and explained that it was our address back home. Maybe that was a cultural difference. The code she gave us failed again and again. We were stuck on the stairs outside the room for an hour, contacting the Airbnb host. The host kept sending the same code, often through automated messages, even after we said it didn't work. Only when we threatened to leave and ask for a refund did they send a different code for a lockbox under the tablet table, which gave us a physical key. They should have told us about that option as soon as the electronic code failed. We lost a lot of time we could have spent washing up and resting. The laminated instructions said to call the host on Skype through the tablet if we needed help, but Skype didn't work and sent us to download Microsoft Teams. That left us with no working way to call for emergency help, which could be dangerous for future guests. The emergency contact method needs updating, and the host should reply and handle problems when guests run into trouble. The company says we didn't follow the instructions, but we did. The communication with staff had a lot of flaws, and there was no backup plan when the passcode kept failing.