A major service failure and a very disappointing experience
Before our trip, I received email confirmation from the hotel staff, Supun Jayakodi, that our package included breakfast and dinner for two days. The first night’s dinner was served without any issues, so we had every reason to believe that the arrangement was correctly recorded.
However, on the second night, when we went down for dinner, we were informed that no dinner had been assigned to our booking. The female front desk staff member admitted that it was the hotel’s mistake and said that a refund would be provided upon checkout.
What made the situation worse was the lack of a sincere apology, concern, or any effort to offer an alternative solution. We were simply left to deal with the consequences of the hotel’s own mistake.
The dinner was meant to celebrate my son’s birthday, and the hotel completely ruined what should have been a special family occasion. A refund does not make up for the disappointment or the experience we lost.
I never expected such poor service and a lack of accountability from a hotel in Japan. Mistakes can happen, but how a hotel handles them reflects its professionalism and commitment to customer service. Unfortunately, this hotel failed on both counts.
I would strongly advise other travellers to think twice before booking this hotel. If you do decide to stay, I strongly recommend double-checking—and even triple-checking—every meal and package inclusion directly with the front desk each day, regardless of any written confirmation you have received.
An extremely disappointing experience, made worse by the hotel’s failure to take proper responsibility. Definitely not the standard of hospitality we expected.
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