Hotel Villa Fontaine Tokyo - Nihombashi Hakozaki

The location near TCAT was great, and the rooms themselves were small but good. But we had a very frustrating check-in. I’d prepaid for two rooms booked under the same name, yet the hotel wouldn’t let me check in. It was already 11 p.m., and they insisted I contact Agoda to change one booking to another name or they wouldn’t let us stay. They seemed to expect this to be simple, even though reaching an Agoda live agent that late at night can be difficult. My elderly parents had to wait in the lobby for ages. It was very inconsiderate. Since I couldn’t get through to Agoda myself, the hotel called them on its phone and had me speak with the agent, as the staff couldn’t speak Japanese. The agent then needed the hotel to confirm whether a name change was allowed, but couldn’t communicate with them. She said she’d have to ask Agoda’s Japanese team to call the hotel. The whole process was complicated and dragged on. After a long, tiring day, we were really annoyed at being kept in the lobby over this. The hotel also said I’d have to pay again for another room if the name change couldn’t be completed. They never apologized for the trouble. I hope the hotel finds a way to handle this better so other travelers don’t run into the same issue. Plenty of hotels in the more than ten countries I’ve visited accept rooms booked under one name. At the very least, the hotel could allow staff to change names in its own system.

The rooms were dirty and smelled awful, and the place felt muddy and cramped. It reminded me of a European prison. Zero stars. Never book this awful place!

Handy for getting around, with the station close by. The place is simple and practical, and I found it nice and comfortable for relaxing.

At 11:30 p.m., they locked us out of our room without warning. We had a really bad experience at hotel villa fontaine. I’d made two separate bookings, and at first the hotel promptly confirmed both were available and repeatedly assured me that the dates for the xyz booking were final. Then, on the night before our planned checkout, they left us unable to get into the room. They had known for almost five days that one day of our booking was cancelled, but didn’t tell us until that night. They made us pay a huge amount for a single night. When I asked why they hadn’t informed us, the staff had no answer. They claimed they’d never received the cancellation message, which seems impossible. They tried to make it sound like our fault, even though they knew we were stuck and took advantage of the situation. We’d been traveling all day, had a flight the next day, and it was midnight, so we had to pay whatever they demanded. I’d strongly advise tourists not to stay here. They won’t help if you need them.