Hotel Livemax Akasaka

The stay was frustrating, and the problems with cleanliness, transparency, and basic hospitality had already soured the experience by the time someone apologized. I rarely leave negative reviews. To be fair, we had accidentally booked smoking rooms, which was our mistake, but the whole floor was so full of cigarette smoke that it was hard to stay in the room. My aunt and grandmother couldn't tolerate it. We asked politely to switch rooms and offered to pay extra. The receptionist, a Vietnamese staff member wearing glasses, kept saying, “No, cannot,” and claimed there were no rooms available from the UTERS 22 to 23rd, without checking. We looked online and saw several rooms available for those dates, at the same price for smoking and non-smoking rooms. Even after we pointed this out, she stayed defensive and unwilling to help. Then I found a cockroach crawling on the bed and took photos and video. When I reported it, the receptionist seemed skeptical until I showed the evidence. The only options offered were fresh bedsheets or another room on the same smoke-filled floor. Back in the room, we turned on the air purifier to reduce the smell, and visible dust and debris started blowing out. At that point, we were just accepting it. The next day, a Japanese staff member, likely the head of housekeeping, came to apologize, and we appreciated that. This isn't about nationality, I'm half Vietnamese myself. It was the service attitude and lack of professionalism that were the problem. Consider this carefully before booking if cleanliness, transparency, and basic hospitality matter to you.