"Staff-while other things that need improvement are tolearable what is NOT, is rude staff. From the staff at the buffet breafast to the folks at the front counter who always referred us to self check in/out. A couple of the questions we had were not check in or out and we did not appreciated getting pointed to a machine.
When we first checked in, we were given two pieces of paper; one being a flyer (half sheet) and the other a brochure type with all of the hotel's amenities and services. In both documents it listed check-out as "12:00 Members who made reservations by phone, official website, or official app". Well wha they meant was for their "members" who belong to the JR West Group or Via Inn. Either way it was confusing, and we did NOT need a lady calling the room yealling stating we "must get out" or pay extra.
I told the lady, fine I will pay extra but your documents are confusing. She simply stated, "No not hard, no confusing". So we finally checked out by 12:00 as the documents indicated and paid the extra 4,000 yen. I showed the lady the documents and all she said, "you no member".
For as often as I use Expedia as my main service for travel everywhere, I find this hard to accept. Perhaps give your customers a more detailed list of the things to expect from this perticular hotel. While I do not blame Expedia, I do want and expect Expedia representatives to reach out to this hotel and ensure what my wife and I experience does not happen to anyone else.
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