Poor facilities, poor service and dirty apartment.
My husband and I are on a two-month trip to Japan and we stayed 12 nights in this apartment in Sapporo. Being a diamond member of Trip.com with many bookings, I am extremely disappointed with this apartment. It’s the most expensive among those we stayed in Japan. The room and cooking utensils and cutlery are very dirty. The toaster and cooking pan and coffee mug are stained. The room is dusty and the some facilities are broken. The mattress was deformed that caused my husband back pain. ( after 4 nights we discovered it’s the bed frames got messed up and couldn’t support the mattress). You can’t imagine it’s just open in 2025. Only one set of towels, one extra garbage bag, one pack of tissue, and very very limited cutlery and cooking utensils are provided. And they even said they could only collect the garbage once for our 12-nights stay. We need to ask Trip.com to negotiate with them and later they offer to come if the garbage is full. There is a restaurant on the ground floor making the lobby very dirty and it’s always dark. It’s the first time we felt unsafe in Japan.
More disappointing is the washing machine was out of order when we checked in. Customer service response was very slow. They only replied one message and we need to wait for hours to get another reply message. They instructed us how to handle the washer but still failed. We urged them to send us a technician who came the next morning. But he just checked very quickly and said it’s fixed. As soon as he left, the washer was down again. We texted the customer service, and since the response was so slow, I contacted Trip.com to ask for a refund and wanted to check out the apartment.Later, another technician came. He first said the washer couldn’t be fixed and all of a sudden, when he heard the water flow in the washer and he said it’s ok. I urged him to stay to make sure the washer can really operate and it again turned out to stop again. He wanted to leave and I insisted him to check with different possibilities that may cause the problem.( I , myself used AI to help) Finally he figured out how to fix it.
Then the apartment refused to refund and we had to stay 12 nights as the washer was fixed.
Overall, the worst apartment we have ever encountered.
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