Fotos des Tokyu Stay Ikebukuro

Subject: Complaint Regarding Misleading Room Size and Poor Service – Tokyu Stay Ikebukoro Dear Trip.com, I am writing to express my disappointment with a recent hotel stay in Tokyo that I booked through your platform. I reserved a 17 sqm Queen Bed Room for 2 people for 5 nights, but the experience did not meet expectations based on the listing. Upon arrival, it was immediately clear that the room assigned to us was significantly smaller than the advertised 17 sqm. It was not possible to fully open even two medium-sized suitcases at once. We had to rearrange the space by placing one suitcase on the floor and the other by the entrance, and we had to request the hotel staff to remove the chairs because there was no space to use them. The room was located next to the elevator, and even the hotel staff agreed that it appeared smaller than it should be. The next day, we were offered to view another room of the same type, which had a better layout—enough space to open two suitcases and use the table and chairs comfortably. We agreed to move to this room, located on the 11th floor, while our original room was on the 13th floor. However, we also learned that another room on the 13th floor (same type but slightly larger than 17 sqm) was available—for an additional 2,000 yen per night. We declined to pay extra since we had already paid for a 17 sqm room and felt we had not received fair value for the first two nights. I mentioned this to the hotel staff, but they did not offer any form of compensation, upgrade, or apology for the inconvenience. In addition, I was disappointed with the cleaning policy, which was not clearly stated on Trip.com. The hotel did not clean the room during our 5-night stay. They only changed towels and emptied trash bins. I was told that room cleaning is only provided for guests staying 7 nights or more, which is unreasonable and not communicated clearly at the time of booking. I believe that this situation was misleading and did not reflect the quality or value promised in the listing. I hope Trip.com will look into this matter seriously and work with the hotel to improve transparency and customer service. I would also appreciate any form of follow-up or compensation for the inconvenience caused. Thank you for your attention. Sincerely, Sunee Rojanaolarnrat

The room is clean and looks new, the staffs are polite and I love their service.

Room is small but that’s expected in Japan. Booked 2 rooms and one was a corner room which is slightly bigger. The washer/dryer was really convenient and they provided detergent as well, it takes about 2h40mins for one cycle. Location was great and they have free coffee and water bottles in the lobby area. Amenities are placed beside the reception and it’s self service. Cleaning services are optional with a fee, but you can request for towel changes and clearing the dustbin by sticking a magnetic label on your door. Overall, very satisfied.

Nice staffs very helpful. Quite clean room but there are some places like space between the laundry is little dirty also the bed frame which is a dust on it. Great and convenient location where is close to the tokyo metro and JR Ikebukuro station with escalator and elevator entrance and exit.

Stayed 4 nights to wrap up our journey in Tokyo. About 10 minutes walk from the massive Ikebukuro station so it can be challenging for someone carrying multiple luggages to reach the hotel. They offer limited room cleaning (towel change and trash removal) for free, for a full cleaning they ask for a fee. They also had luggage airporter service which may be useful to some travellers.

We had a great stay at Tokyu Stay Ikebukuro! The location is excellent—just about a minute’s walk from a nearby train exit at Ikebukuro Station, making it super convenient for getting around. The hotel offers great amenities, including free newspapers, tumblers, coffee, ice, water, and toiletries. The room is more spacious than the typical Tokyo hotel rooms. A standout feature is the in-room washing machine, which adds a lot of convenience. The bed was big and very comfortable, and the TV supports Netflix and other streaming apps. Service was good throughout our stay, and overall, we had a really comfortable experience. We’ll definitely stay here again on our next visit!

I must say, it was a delightful experience from start to finish. The hotel is located in a convenient location, just a short walk from public transportation options. Upon arrival, the staff at the front desk were incredibly friendly and welcoming, and they efficiently checked me in and provided me with all the information I needed about the hotel's amenities and the surrounding area. Overall, I was thoroughly impressed would highly recommend it to anyone.

simple beauty, near MTR exit, i not afraid raining, as i can finding back hotel road. thanks so much

enjoy！