CANDEO HOTELS Kumamoto Shinshigai — Hotel in Kumamoto

I recently stayed at this hotel and was disappointed, a terrible check-in experience left a lasting negative impression on my stay.

Excellent Location—right at the start of the main shopping area, making it convenient for exploring the city.

Drivers Beware - the hotel uses an automated parking system. I was informed only at the door that my Mitsubishi Eclipse Cross was considered too tall, I had to pay for overnight parking at a nearby public lot. Luckily, there are lots right beside the hotel.

Families booking standard rooms - should take special care on the room type and booking policies. I was only made aware that my reservation was for 1 adult and 1 child, but I had selected 2 guests during booking via booking platform. However, it was the only option available at my time of booking. However, I was asked to upgrade and had to pay extra.

While the front desk staff was helpful, the manager was rude, defensive when I raised concerns or made a request. He made incorrect claims about my booking price, insisted that I booked cheap, I had no chance to speak on that conversation and when I decided to end the conversation, the front desk staff politely apologized—only for the manager to reprimand her, insisting there was no need to apologize.

After a long day of driving, this frustrating check-in process was unnecessary. Guests deserve better treatment. I left this hotel feeling very shortchanged.

After this incident, I began to nitpick other issues with this hotel during my stay... Like the crowded elevator usage especially at night, wet elevator floor, onsen with an OK view that would benefit from more frequent cleaning, room with poor lighting design with dark areas at some spots, all hidden behind the hotel's extravagant design...

I personally will...

I recently stayed at this hotel and was disappointed, a terrible check-in experience left a lasting negative impression on my stay.Excellent Location—right at the start of the main shopping area, making it convenient for exploring the city.Drivers Beware - the hotel uses an automated parking system. I was informed only at the door that my Mitsubishi Eclipse Cross was considered too tall, I had to pay for overnight parking at a nearby public lot. Luckily, there are lots right beside the hotel.Families booking standard rooms beware - should take special care on the room type and booking policies. I was only made aware that my reservation was for 1 adult and 1 child, but I had selected 2 guests during booking via booking platform. However, it was the only option available at my time of booking. Nevertheless, I was asked to upgrade and had to pay extra.While the front desk staff was helpful, the manager was rude, defensive when I raised concerns or made a request. He made incorrect claims about my booking price, insisted that I booked cheap, I had no chance to speak on that conversation and when I decided to end the conversation, the front desk staff politely apologized—only for the manager to reprimand her, insisting there was no need to apologize.After a long day of driving, this frustrating check-in process was unnecessary. Guests deserve better treatment. I left this hotel feeling very shortchanged.After this incident, I began to nitpick other issues with this hotel during my stay... Like the crowded elevator usage especially at night, wet elevator floor, onsen with an OK view that would benefit from more frequent cleaning, room with poor lighting design with dark areas at some spots, all hidden behind the hotel's extravagant design...I personally will...

Great location just a stone's throw from Sun Road Shin Shigai, the popular shopping street. Scattered around the hotel were good eateries and trendy cafes and boutique retail shops. Kumamoto Castle is close by. Our hotel room was comfortably large and the indoor and outdoor public baths were excellent. Reception was polite and helpful as can be although the female staff seemed more enthusiastic to serve than the males. For a swanky looking city hotel, housekeeping was subpar which was disappointing. They only replenished the towels and some amenities without cleaning the room or making the beds. Quite shocking really and not what one would expect from a upper end hotel like Candeo. Another grouse was the few communal washers and dryers in the three laundry rooms spread over three floors. Too many users so waiting time to use the coin operated machines was horrendous. Be prepared for two hour waits during peak times. Only respite if even, is the ability to check for the waiting time from the TV in your room. We stayed two nights and liked the location most. By the way, parking is next to the hotel and it's the multi storey type that is manned. Parking fee for two full days...