Sotetsu Grand Fresa Tokyo-Bay Ariake

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17階のキッチンや洗濯機のあるお部屋でした。残念ながらトイレが別ではなかった。キッチンや冷蔵庫は大変便利でよかったのですが、タオルや布巾があるとさらに親切だと感じました。

Rooms were way too small.. breakfast had very limited options. Hotel is too old so carpet smells old and mouldy..

Not chaging bed sheet on 15 Oct
Not flexible e.g. not alliow for one hour late check-out from 11 to noon (if I want to stay I have to pay for one hour.

The WiFi was not working at all places in the hotel..
The biggest issue was the language barrier. The location is right near Tokyo Big Sight Exhibition Center. It means, all. international business travellers are regular at this place. Despite this, it was very difficult to communicate.

1.Charged 1000 yen for checking in 40 mins early - petty and unreasonable as this was not arranged in advance, clearly the room was already ready and no extra effort was required. ( I checked out an hour early but of course it didn't pay back the other way ! ) The process, with check in QR codes not working until 3pm on the dot, also meant that those who didn't pay extra for early check-in, had a massive queue. This policy seems inconsistent with other services the hotel provides which are very guest-friendly (wide range of amenities, items to borrow, free luggage store).

2. When checking in my husband was with me but was not checking in as he flew out that night, while my flight was the following night. An employee helping me with the early check in process rudely implied I was trying to occupy the hotel room with 2 people and only paying for 1, even after I explained the situation. He wanted to register my husband's passport which we refused. After check in complete, he told me my husband was not allowed to come to my room at all as I had not paid for him. Most ridiculous, since when could a paying hotel guest not have a visitor for an hour or 2 in the afternoon !? I was offended by his implication we were trying to scam something, after 3 weeks in Japan this was the worst customer service I encountered, (note he was not Japanese). Very poor impression of the hotel at the start of my stay (along with the early check in charge above).

3. I chose the hotel for location and advertised easy airport access as it is an Airport Limousine bus stop, especially as we were travelling separately. On arrival found the last bus is late afternoon, too early for late night flights, and concierge could not provide alternative recommendations to get to the airport later, had to research ourselves. This must happen all the time and surely they could be better prepared to assist guests with this question.

The area is a bit away from the rest of Tokyo because it’s on an island in the Tokyo Bay. So getting to other places in Tokyo were a bit of a haul.

空気清浄機がコンセント繋いでも作動しなかった
浴室のシャワーカーテンが生乾き臭がした
床のシミが目立った
バスタオル置き近くの壁に血液っぽい汚れが少しあって気持ち悪かった