"We arrived at the hotel after significant travel disruptions caused by a winter storm in Hokkaido. Despite having an Expedia confirmation number, our check-in attendant, Yamashita-san, was unable to locate our reservation. Rather than sending us away, Yamashita-san went above and beyond by securing a room for us while we worked to resolve the issue. We later learned that Expedia had canceled the reservation without notifying us, so we ultimately paid the hotel directly.
The professionalism and kindness of the hotel staff are truly second to none. This was not our first stay at Haneda Excel Hotel Tokyu when flying into or out of Japan, and it certainly won’t be our last. That said, we would recommend booking directly with the hotel rather than using Expedia."