Hotel Livemax Asakusa Ekimae — Attraction in Tokyo

The customer service is almost non-existent. Check in and check out are automated using a machine. That's actually fine if the machine is easy to use. However, I encountered some difficulty while checking in as the machine didn't recognise my booking even though I keyed in my full name as indicated. No one was at the reception desk. Had to call out to the staff who was hiding in a room behind the counter who then came out with the most sullen expression I've ever seen on a service staff. She's Asian but obviously not a Japanese. She grudgingly checked my booking and told me to try again at the machine. I mean, couldn't she just help me to check in manually since she had already confirmed it? Anyhow, I proceeded to try again but the machine just wouldn't recognise my booking. Called out to her again and she stomped her way to the machine to key in just the first word of my full name and it finally got recognised. I mean, if that be the case, why did the on-screen instructions ask for us to key in our full name? She already looked super annoyed by now. She went back to the desk area. I continued to key in but encountered some difficulty again as I couldn't get past a certain page. I tapped a little harder on the machine as you can guess by now I was also frustrated. Lo and behold, the lady shouted from the desk, No!!! Wow, I got a huge shock. She then shouted some instructions across the reception area and stomped back into the room behind. I finally got it and was just grateful to get my key card dispensed from the machine after experiencing the most horrible customer service encounter in my entire life. Caught sight of the Aircon compressors located just at the exit of the elevator and saw the huge amount of dust on them. Housekeeping around the whole premise outside of the rooms appear non-existent too. The only saving grace are, the room was comfortable and the hotel had an amazing view of the Sumida River and Tokyo Skytree on the 11th floor, and the hotel is really close to the Asakusa station exit A2 which has an elevator. So, Would I go back again? If I need to stay just the night before an early flight the next morning, I probably would as the location is unbeatable. Since check out is done automatically, it's actually really convenient for check out timings in...

Me and my fiancee were in Tokyo for 10 days and decided to stay at this hotel.

End to end bad experience, amazed at how they achieve that. Staff wasn’t friendly upon checking in (check in time 25th Feb, around 8pm), the staff has an impatient vibe around him the whole time checking us in.

On my 3rd day stay we approached reception again to find out how should we deal with the trash in room, female staff impatiently asked if we can speak mandarin.

One night before we check out (5th Mar) we check with reception if we could park our luggage for awhile after checking out, male staff said can (I like this guy, he’s friendly and polite).

6th Mar, 10am. We proceeded to reception to check out, we request to park our luggage as I was told it’s ok to do that. Reception guy answered “No!” with a big frown. Rude, frustrated, disgusted all these words were written on his face. We did not argue and just left the hotel with our luggage.

Wrong people for the wrong job, people with attitude like that should not work in a hotel where hospitality is of utmost importance. I’m not even asking for much, just be a decent human being and be nice.

TLDR Go stay somewhere else, this hotel has bad service...

Unfortunately I cannot recommend this hotel. The noise and the service are unacceptable.

In fairness, the location is good and the rooms are clean. The reception staff was fine. Not the management. The management and owners of this hotel should be ashamed of themselves.

The original problem was that damn their AC/heater units are loud, I think one was broken so extra noisy. For some nonsensical reason they placed the exhaust fans in the hallway next to the rooms. If you value being able to sleep this is not the hotel for you. Seriously, if you stay here bring ear plugs. I had to go buy some.

I brought the problem to the front desk and submitted a formal complaint. The poor desk staff guy tried to help politely. But when they contacted their management they were extremely rude and dismissive. Just said well why don't you stay somewhere else then and told me to just deal with it. Not their problem. I've never been spoken to like that at a hotel in my life.

Don't stay at this hotel.

Pic is of my room and the noisy exhaust fans in...