4/10, Deficient
Jade
Viatge en família
27 de des. de 2025
Què li ha agradat: Neteja, comoditats i estat de l’allotjament i instal·lacions
Communication and costumer care needs improvement. I was suprised at the language barriers I experienced with staff at checkin/out. For a hotel with many english speaking guests I wasnt expecting to have to use google translate. We had to figure out hotel amenities on our own as there was no explanation/guidance at check in. At check-out they were not able to call a cab for us to go to the aiport and gave us a card to contact a cab company that was written completetly in Japanese which we were not able to use. We travel quite frequently to hotels/resorts around the world and this was a first. Furthermore my 69yr old mother took a fall in their upstairs restaurant SOAK after missing a higher than usual raised step at the entrance as we exited. Hotel staff did nothing but stare and ask of she was okay. It was another hotel guest and I that helped her get up and monitored her condition as she took a few minutes to gather herself. Hotel staff didnt ask for our room number didn't offer a chair, water or ice, just observed. I asked for ice later which was promptly given but there was no follow up. I recomended the step have a "watch your step" sign or have the edge of the step painted in a bright colour. 72hrs later home in Canada her knee is bruised and she has difficulty walking. The Hotel is a great location with proximity to shops and shibuya scramble crossing. Room was clean and as advertised with a nice view of the park. Breakfast was included and good, just sub par service.
Jade
Estada de 2 nits (des. 2025)
