春夏秋冬

1.民宿就是一栋独立的3层楼小楼，非常破旧，位于箱根汤本的小溪边，流水声很吵闹，非常影响休息。办理入住的地方只有不到1平方米，狭窄，闷热，也没有空调。2.室外有一盏很亮的路灯，窗帘也不遮光，晚上亮得跟白天一样。3.全程没有英语服务，最开始办理入住不成功，打电话过去就是一堆日语，连一个英语单词都没说过。
4.最炸裂的是，民宿手册上写的是晚上9点——早上7点请保持安静。我和孩子因为玩累了，很早就躺下休息了。但是邻居不知道入住了多少人，一直说笑，吵闹，因为房间一点都不隔音，我们就一直等隔壁休息了再睡吧。到了凌晨了，隔壁还不注意，我们在陌生的地方也不敢出去，就在房间拍了拍墙壁，想让隔壁消停一会儿。拍了以后，隔壁安静了大约10-20分钟，又开始闹。最可笑的是，这时候我的邮箱收到了民宿老板发来的邮件，说邻居投诉我们了。太可笑了！！！日本人就是这样颠倒是非黑白禁区吗？处于人生安全考虑，我们放弃睡觉，同时也回复了一封投诉邮件。结果，我们又也收到了第二封投诉邮件，投诉我们还在闹，而且威胁我们再闹就请退房离开。最终，隔壁一直闹到凌晨五点，老板不分是否黑白，不仅房间条件差，还没有任何服务，避雷避雷！

緊急連絡先と書かれているところに何度連絡しても電話に出ず、当サイトに掲載されている電話番号に連絡しても電話に出ず不安だった。

Nonetheless, I have to admit that the self-check in system was a little confusing. According to my experience this was closely related to the lack of an interaction with anybody apart from an automatic email setting. In fact, I the light of the main hall didn’t work, I wrote an email but (of course) nobody was able to answer. In addition, the fact that the accommodation is bonded with the restaurant makes everything even more confusing, since they have their own schedule, which is not necessarily related to the check-in hours.

スタッフの対応が良くなかった

Il faisait un tout petit peu froid malgré le chauffage d’appoint et j’aurais aimé qu’on puisse y laver le linge.

1、Case Summary + Request

Hello, I am Pan Tong-Ming, the guest for booking 6335586604, originally scheduled to stay on November 17, 2025 at Shunkashuto (シュンカシュウトウ).
Upon arrival, the property unjustifiably refused my check-in, forcing me to book another hotel at additional expense.

I hereby formally file a complaint with Booking.com, requesting assistance to:
1. Process a full refund
2. Investigate the property’s refusal to accommodate
3. Assist in compensating the additional hotel cost incurred (receipts available)

The full incident details and evidence are provided below in separate messages.

2、 Incident Details

Detailed incident report:
1. Upon arrival, the property did not provide the check-in code as listed on Booking.com, instead requesting my passport and a selfie, which I provided immediately.
2. After receiving my documents, the property claimed that “the photo does not match the passport”, which is illogical because I successfully passed Japanese immigration.
3. The property then claimed via surveillance footage that three people were trying to check in, but the third person was only assisting in taking photos and was not staying or carrying luggage.
4. The property refused to provide the check-in code, leaving us standing outside in cold weather for over an hour without assistance.
5. Eventually, the property completely denied check-in, forcing me to book another hotel at additional cost.

This behavior caused significant damages and violates Booking.com partner rules.

3、 Evidence + Formal Request

I have preserved all relevant evidence, including:
• All messages and emails with the property
• On-site photos from the day
• Passport and selfie sent to the hotel
• Receipts of additional hotel expenses
• Property’s false claims and my responses

I formally request Booking.com to:
1. Process a full refund immediately
2. Investigate the property’s refusal to honor the booking
3. Assist in compensating additional hotel expenses

チェックイン締め切り時間19時の延長は出来ない。洗面は、シャワールームにあるので、シャワーで濡れた床に、しかも、トイレをまたいで入らねばならず、不便だった。リビングに鏡がなかった。レンガ？の床に、布団を敷くのは、抵抗があった。歯磨き粉が硬くて出てこず、いつのだろうと思った。が、2泊だったので、節約してなんとか使った。ビンと缶の仕分けがあるのは良い事だが、もうひとつのゴミ箱がペットボトル用なのか、その他なのかわからなかった。（私はペットボトルを入れた）

ライトが少なく夜暗い

I was anxious about the delayed email that contained the entry code. They said to send an email containing the entry code 7 p.m. the day before the stay but I didn't receive it until the stay day 12 noon. I'm find about no face check in and I have experienced a few. However, the host usually responds to my questions within acceptable timeframe. Not this one though. The management never addressed my issues. The response I received was very standard robot like reply that didn't really answer my question, this was not good. You have to make your futon beds. I wish they made the beds before our arrival. The toilet bidet was a decoration, the bidet didn't work, the toilet seat was cold to sit on.

I dont like that there is no luggage storage to put my luggage

千万不要来这里住 差到极点了🤦‍♂️
ここには絶対に泊まらないで！最悪です
Do NOT stay here! This place is the worst. 🤦‍♂️

La literie : matelas en mousse bas de gamme qui s'écrase sous le poids d'un adulte. J'ai demandé un matelas supplémentaire et on m'a apporté une couette, quand j'ai dit que ça n'allait pas, on m'a apporté une seconde couette
La saleté : saleté en dessous des lits, cure-dents qui traine, poussière dans les toilettes
Le système de l'auberge où tout est numéroté, laisser ses chaussures au RDC dans un casier, un numéro pour la porte de l'ascenseur, pour la porte de la chambre
L'accueil qui n'en n'est pas un: quelqu'un est là mais on doit faire son check in soit même
La température de la chambre, trop froide