My partner and I visited Japan with a group tour from Australia in May 2024. During our time in Tokyo, we stayed at the Sunshine City Prince Hotel in Ikebukuro for a total of 4 nights with the group tour. We enjoyed our time at the hotel in Tokyo. The room was fairly good in terms of floor space with a well-designed configuration. The mattress and pillows were very comfortable and we enjoyed the room amenities as well as breakfast offerings every morning, with the breakfast team being consistently excellent. The added convenience of having a 24h Family Mart within the premises was a bonus and when we found the passage linking the Sunshine City precinct to Ikebukuro Station, we were overjoyed. There were also so many restaurants accessible within the building where we went for dinner on several nights. The front desk staff was also accommodating whenever we had to book and call for a taxi.| ||The fact that there were only 4 lifts that were servicing so many room floors, apart from 2 lifts that were dedicated to higher floors only, meant that waiting times were at times very long, especially during busy hours going down for breakfast or coming back to the room, with the lift unfortunately too often stopping several times. The air-conditioning temperature in the room also cannot be controlled to suit our preference but only the air flow which can be adjusted. Our room was facing west and after a hot day, we would come back to a really warm room. Then we learned the trick to close the blinds during the afternoon.|| ||As we were going to celebrate a special anniversary while in Tokyo, we decided since last year to extend for an additional 3 nights in Tokyo post-tour and we paid for the extra accommodation to our travel agent. Prior to checking in at the hotel in Tokyo, we tried to reach out directly to the hotel, enquiring about a room upgrade to a larger and more comfortable room, that we were willing to pay for to spoil ourselves as all hotel rooms are known to be smaller in size in Japan. However, the hotel denied having any room reservation in our names for the additional 3 nights after the tour would have concluded. We were confused and decided to call and try again with new reference codes. Out of misunderstanding, we were told the booking was then made.|| ||Then when we spoke to another hotel reservation employee, we were advised that our booking was cancelled. We were very upset with the situation and under such circumstances may not have been very polite to the hotel employee, which we later apologized to. Long story short, it was the travel agent who made the mistake and did not make a reservation for our extended 3 nights.|| ||When it was time for us to check-in at the hotel, we were warmly greeted. However when it was found to be us checking in, we can notice a change in demeanour and attitude of the front desk employee dealing with our check-in, who started acting very cold and unfriendly. We tried to ask for a room upgrade which we were willing to pay for but such request was promptly denied and we were advised to contact our travel agent (late at night instead of paying directly to the hotel). All other enquiries were cut short with unhelpful suggestion to contact our travel agent back in Australia instead.|| ||We were quite saddened with that check-in experience and kept wondering whether we were on some sort of black list to be refused service because we were previously not pleasant over the phone.|| ||Nonetheless, we enjoyed our stay at the Sunshine City Prince Hotel during our 7 days in total in Tokyo and were looking forward each time to come back to our second home in Tokyo after touring the city during the day and night.