Grand Machiya Second

The room looked like a good fit for our group because some of us wanted to try sleeping on futons and others didn’t, but the condition was terrible. The futons had stains and blood on them, the pillows had no sheets and were stained, and the couch looked broken and was stained all over. Every dining seat had stains and crumbs, the floor was sticky, and there was blood on the curtains. There were also holes in the walls and curtains partly off their rod. Please look at the photos. At check-in, two people at the front desk mostly ignored us. We used the tablet, which was fine, and it printed a ticket with the room number and passcode. One staff member did point out the elevator. At checkout, Expedia told us to speak to the front desk first because we were leaving. Nobody answered when we knocked on the staff door. Someone else knocked shortly after, got let into the back room, and the door was shut on us. Checkout meant dropping a paper into a box. We left messages in every way we could and never heard back. We booked through Expedia and had been looking forward to this last leg of our Japan trip. Expedia wouldn’t refund us because the hotel refused. Don’t waste your time and effort here.

We stayed for two weeks, and the common areas added to the impression of poor upkeep. Other residents were disruptive and left rubbish outside our door, which we had to clear ourselves. Couches and seating throughout the hotel were damaged and smelled strongly. The smoking area is an uncovered spot outside in an alley, with two different chairs, a wall to look at, and a pile of rubbish behind it that wasn’t cleaned up. Our room also fell below an acceptable standard. The furniture was broken, the walls were peeling, the lounge couldn’t be used, the curtains were stained, and there was a lingering bad smell. Nobody offered room cleaning during our stay; we were told we could only exchange towels. When we asked to vacuum, we were told a rental would cost $50 and that we had to clean ourselves. One room had only futons and no beds, which may not work for everyone, especially guests unfamiliar with Japanese bedding. On arrival, there was no one at reception to help us check in, which was confusing after a long journey. Reception was often unattended, and working hours started late, even though guests arrive at different times. When staff were there, they wore baggy clothes and tracksuit pants that didn’t seem suitable for a hotel. It was also hard to get help because of the language barrier. We struggled to communicate and get guidance. We even asked for help booking a taxi that could fit our family and offered to pay, but they declined, saying they didn’t provide that service. Given the cleanliness, service, and support we experienced, I wouldn’t recommend this place to families or international travelers expecting the basics.

We stayed at Randor Residences two years ago and had a nice time. The room was spacious, and we used the facilities and things provided. We’re grateful we found the place in Tokyo and are planning to return. It’s one of our options again if it works with where we’re traveling.

The staff were young and really helpful. We had trouble figuring out check-in when we arrived and nobody was in the lobby, but it wasn’t a big deal since we could rest at the konbini across from the hotel until check-in time. For communicating with staff, Google Translate was useful. They accepted our luggage before check-in. We’d arranged delivery after landing at Narita airport. We were on the 2nd floor and there wasn’t an elevator, so we had to carry the bags ourselves, but the staff kindly helped us. My husband and I went in early June, on my first trip to Japan, and he said I’d picked the right place. The hotel-apartment was better than I expected: spacious, with a washing machine, refrigerator, mini kitchen, and hairdryer. It’s near the station, and the quiet neighborhood made it easy to rest well. We made a lot of good vacation memories here.