OMO Kansai Airport by Hoshino Resorts — Hotel in Izumisano

I chose this hotel as it it conveniently located next to the train station. You can roll your luggage out of the train station, and the entrance of the hotel is right ahead, super convenient. There is also a Lawson right at the entrance, which is great. It carries some useful Muji products and some popular fancl products too. All these are actually on level 2 of the hotel. The hotel provides airport shuttle service till 10 am in the morning , and you just need to go to level 1 of the hotel 10 min before scheduled departure time. Do note that you need to book the shuttle. We din realised booking is required and it was full for the timing we needed. However, they made an extra trip just for us, and we are grateful for it. In terms of location, Star Gate Hotel would have been a closer walk to Rinku Premium Outlet. But we chose this hotel since it is new and stylish. As an Onsen hotel, we were, however, disappointed that yukata or bathrobes are not provided. You could rent a set of T-shirts and shorts for 200¥. We did not rent it since they looked thick and heavy. Bummer. Another bummer is the bathroom design. There is nowhere to put your garment or towel. There is a towel bar right next to where you stand to shower, which means that your towel will be totally wet when you are done showering. So would be the clothing you meant to put on. Perhaps the japanese are very open about not wearing clothes to the shower room or not drying themselves in the shower stall. If that is the case, then at least provide a bath mat, which is also missing during our stay. So we need to ask each other for the towel after showering and dry ourselves thoroughly, or the room will be wet. Since checking in and checking out is fully self-serviced, this means there is no front desk for us to call to request for amenities. If you are travelling with friends and not comfortable being naked before each other, taking a shower in this hotel could be a little challenging. Lastly, there is no bottled water in the room. I was all ready for bed (meaning wearing not much) and needed a sip of water, and have to put on clothes to go to the other end of the corridor to get water from the hydration room. Overall, i love that the hotel is super clean, and checking in and out was a breeze. I will stay here again because it is new and super clean. I just need to bear in mind the inconveniences mentioned. I will also try their bf and dinner buffet next time. Price in pic...

I'm going to share with you my experience at the Omo Hotel, which ruined my vacation in Japan. I booked directly on the Omo Hotel website for 3 people: 2 adults and a 6-year-old child, for a bed and breakfast. Check-in was done independently, with breakfast tickets printed. The next day, when we were supposed to catch our plane, we went up to the buffet with the ticket, and the receptionist told us we had to buy an additional meal for the child, even though the money was in our room. I explained to her that I had indeed booked a bed and breakfast for 3. She called a colleague and explained that Booking.com or Agoda must have made a mistake. Except that I clearly showed her that I had booked directly on THEIR website. She showed no flexibility. I brought my wife and daughter in for breakfast. I went back down to the room to get the 500 yen. And when I went back upstairs, she told me she wouldn't accept my 500 yen coin because it had to be digital. At that point, I only had 15 minutes left for lunch. Luckily, a colleague came to tell her it was okay.

Analysis

It's not a question of money, but of principle (values) and inflexibility. This situation shamed me in public by calling into question my good faith in a situation of severe time pressure. When there's doubt, it should always benefit the customer.

This situation could have been resolved with a physical check-in, but an agent directs you to cold terminals upon arrival.

Given the hotel's limited staff, I'm not sure they read the comments to make continuous improvements.

Conclusion.

I will contact the National Consumer Affairs Center of Japan (NCAC) to: Restore my honor and have the hotel acknowledge its fault.

Demand that the hotel modify its reservation system so that when we select three people for the bed and breakfast, there are indeed three bed and breakfasts planned, and that the procedures be clear to the employees (because it's not the employees at the end of the chain, but management who are responsible). This seems to me to be the minimum in the country of continuous improvement.

Finally: and to be 100% objective.

Breakfast You'll never see the platter of finely sliced meat or fish displayed prominently, even in the elevator. But the fruit and pancakes are delicious.

The onsen is fantastic for a hotel.

We booked this hotel with breakfast near the airport to save us the stress of traveling. It's a missed...

I chose this hotel as it it conveniently located next to the train station. You can roll your luggage out of the train station and the entrance of the hotel is right ahead, super convenient. There is also a Lawson right at the entrance which is great. It carries some useful Muji products and some popular fancl products too. All these are actually on level 2 of the hotel. The hotel provides airport shuttle till 10am in the morning which you just need to go to level 1 of the hotel 10min before scheduled departure time. Do note that you need to book the shuttle. We din realised booking is required and it was full for the timing we needed. In terms of location, Star Gate would have been a closer walk to Rinku Premium Outlet. But we chose this hotel since it is new. As an Onsen hotel, we were however disappointed that yukata or bathrobes are not provided. You could rent a set of t-shirts and shorts for 200¥. We did not rent it since they look thick and heavy. Bummer. Another bummer is the bathroom design. There is no where to put your garment or towel. There is a towel bar right next to where you stand to shower, which means that your towel will be totally wet when you are done showering. So would be the clothing you meant to put on. Perhaps the japanese are very open about not wearing clothes to the shower room or not drying themselves in the shower stall. If that is the case, then at least provide a bath mat, which is also missing during our stay. So we need to ask each other for the towel after showering and try our self thoroughly or the room will be wet. Since checking in and checking out is fully self-serviced, this means there is no front desk for us to call to request for amenities. If you are travelling with friends and not comfortable to be naked before each other, taking a shower in this hotel could be a little challenging. Lastly, there is no bottled water in the room. I was all ready for bed (meaning wearing not much) and needed a sip of water, and have to put on clothes to go to the other end of the corridor to get water from the hydration room. Overall, i love that the hotel is super clean, and checking in and out was a breeze. I will stay here again because it is new and super clean. I just need to bear in mind the inconveniences mentioned. I will also try their bf and dinner buffet next time. Price in pic...