Mat Shibuyahonmachi

We came back to Tokyo for a second visit with our two kids, and stayed here as a family. The room was a good size for three adults, very clean, and had enough facilities and amenities. In winter, the heater kept us warm and helped our clothes dry faster. It’s close to a bus stop with service to and from central Shibuya, and the area is quiet, which made it good for relaxing. Check-in and check-out were handled through a system, without staff there, but following the steps was easy. We had a question about a problem, and the owner responded quickly.

We rented an apartment in this building for a few days in Tokyo. There’s no elevator, and the place we were given was smaller and different from the type we booked. The photos didn’t match the apartment. It couldn’t properly fit three people: only the double bed was made, and there wasn’t room to open both the sofa bed and futon. The kitchen dishes were dirty and there weren’t enough of them. The whole apartment was dirty, including the living room/bedroom, kitchen and bathrooms. The sofa bed was stained, there was dust and grime on the walls, doors and furniture, and the bedding was left in a mess on the floor with stains and mold. The shower smelled strongly of damp. They told us to buy air freshener and said they’d reimburse us, which made no sense. We contacted the booking platform, but they weren’t much help. They sent us back to the owner, and we still haven’t had a reply.

I arrived and couldn’t check in. The hotel said they couldn’t find my name, even though the booking was confirmed and my card had already been charged. They didn’t help me at all, so I had to find somewhere else to stay by myself. They also refused a refund or any compensation. The booking process and the whole experience were terrible.