Hotel Arcsens

The room layout didn't work well. With the loft, the heat rises upstairs while downstairs stays uncomfortably cold, even with the heater running. There were also far too many rules and restrictions compared with typical hotels, which made the stay feel restrictive. The receptionist was extremely unfriendly. She never greeted us, and when we were locked out struggling with the passcode, she saw us but didn't offer help. I've visited Japan many times and associate it with excellent customer service, so I was shocked to have my worst service experience there. I'm not sure if she dismissed us because we were young adults, but it felt unlike anything I've encountered. That one woman has significantly affected how I see things. I certainly won't return.

The most upsetting part of our January stay at Hotel Arcsens was the way one receptionist spoke to us. I was collecting something on our last night after being told I could come before 11 pm. I had said 8-9 pm, but got lost in the train station and sent a message to explain I’d be late. She read it and didn’t reply. When I arrived, I apologized, and she sarcastically asked, “No need to be sorry… because you did this on purpose, didn’t you?” My friend and I were stunned. We had actually gotten so lost that our group split up, and I had to hurry back without a few of them. I raised this and the other incidents with her. She argued back, and only tried to apologize after I challenged her. When I asked to be treated respectfully, she said, “We will treat you with respect only if you treat us with respect.” We’d been polite and patient throughout. I work in hospitality, and respect for guests shouldn’t be conditional. Earlier, a friend staying at another hotel wasn’t allowed into our room, which we understood. The next morning, as I was leaving, the receptionist told me, word for word, “You are not a guest at this hotel!” I confirmed I was, but she kept asking how many people were in the room. She just said “okay” and moved on, without apologizing. During the stay she hardly made eye contact or greeted us, and returning to the hotel always felt uncomfortable. From the first day, all three of my friends and I felt unwelcome, and at times verbally attacked. The receptionist on these occasions may also have been the owner. There were some practical problems too: no room service over our three nights, no extra towels, and we had to get even basic things like cups from the lobby ourselves. We accepted all that and didn’t complain. At check-in, the receptionist was already distant and barely acknowledged us beyond what was needed for the process. I’d never felt compelled to write a Google review before, but I’m concerned about future guests. This left a lasting sour mark on what was meant to be a fun Tokyo trip. As younger travelers, we wondered if she saw us as easy targets to bully and insult, as if we couldn’t stand up for ourselves. Other reviews may be positive, but perhaps guests are treated inconsistently or the service has declined badly. Think carefully before booking. Nobody should feel disrespected or unwelcome.

The rooms are on the small side, but the setup works for tall guests, with king single beds, and for friend groups, with four separate beds. The beds are decent, and the staff are friendly and accommodating. It’s a clean, well-located option at a budget price. The neighborhood is relaxed, though some attractions take about 10 extra minutes by public transport. I’d recommend it for a larger group.

There’s a loft or a “cave” to sleep in, which gives you some personal space while keeping everyone together. The hotel is on a quiet street, with good food nearby, including Minnano Craft Beer, plus convenience stores. Asakusa is walkable too.