Chatrium Niseko Japan — Hotel in Kutchan

It is exactly the same guy Mr. BANK who made reply fully of lies on the last comment…full of lies. Overall, the whole situation is not even about a bus ticket or not, there could be misunderstanding or bad communication since, first of all: the staff don’t really speak well English, some of them don’t speak English at all, secondly: the Japanese don’t even tell you when they don’t understand… you thought they got it but they actually don’t sometimes…but as you guys can see, until now, this Mr. Bank, who should be a GM of the reception or sth? He has always thought he’s the right one and the clients are wrong. What a joke, is he in his own bubble? it’s hospitality, it’s all about clients’ experience…it’s not even about a bus ticket, it’s this guy’s full of lies & the physical intimidating part over such a small thing which went straight to threatening clients and it is traumatizing. I had to ask this guy to step back while talking to me cause he just went crazy close to me and intimidating. Seriously if I had time I would just call the police & ask them to pull out the CCTV to watch how this guy intimidate his clients. As for the bus ticket which led him to go nuts…not sure if it’s necessary but here are some details. One of the Japanese staff called and told us around 10 am that there’s one availability on the bus of 11:30am, so if we take it we should pay to confirm before departure, which seems make sense, so we said yes. The staff didn’t communicate the price or how long the bus will take to go to the airport. We realised that the bus takes more than 3h to go to the airport while the taxi only takes 2h and since I’m injured on tailbone which makes more sense to take less sitting travelling time as possible or do any transit, so we informed the staff that I would just take a taxi, then the staff told us that we cannot cancel the bus ticket, which is confusing since he told us that we should pay before departure but we haven’t paid yet to confirm so how come it cannot be cancelled? In order to help him to communicate with the bus company we gave him my medical certificate so that he could show it to the bus company since it has always been him who talks to the bus company not us. Before we left the hotel, Mr. Bank showed us an invoice with 5000 yen ( 4500 yen bus ticket + 500 yen hotel service charge if I remembered it right, he didn’t wanna give us the receipt after he took cash from my friend…) + checking out confirmation, asking us to sign, without telling us what’s going on. So I asked him: Did the hotel already pay the ticket without our confirmation? He said yes, and he kept saying: you have to sign, you have to pay, this is not right, this is wrong bla-bla-bla, totally went nuts. And He kept saying that we should check out. First, the hotel is booked under our friend Max’s name, he specifically told us that he would do the check out, not us, just in case he would extend the room or sth else. But Mr. Bank kept pushing us to sign the check out paper on behalf of Max otherwise he said there would be extra cost or sth…which is against client’s own willingness of potentially extending the room. Secondly, since now the hotel told us that they have already paid the ticket, I told the Japanese staff to make sure the bus company knows the ticket is under my name personally so that I would call the bus company to cancel the ticket by showing the medical certificate & they would let me talk to them instead of saying « you should ask the hotel to talk to us since they book the ticket not you » which seems to be a common sense to me, 100% logical. Here comes the lying part of Mr. Bank: he told me the ticket is already under my name. So I ask them to print out the ticket: one of his staff came to ask my name????? How the ticket is already under my number as none of his staff including him doesn’t even know my name???? Mr. Bank saw it and instructed her to take the name on my luggage….all this happened in front of me, what a joke, to treat his client...

We were greeted warmly at the front desk by Taito (cute Japanese boy who speaks good english with a Thai accent! I mean this as a compliment). Was pleasantly surprised when he allowed us to check in even though we were 2 hours early. Shortly after entering our room, Taito personally knocked on the door to give us some items which my parents requested. He was also standing out there in the bright sun to say goodbye when we were loading our luggages into the rental car after checking out. I rate Taito's service and attitude: 5 Stars!!!Room had a kitchen with full set of appliances, utensils and crockery. Fridge had drinks, juices, milk, butter, jam, and even sausages for cooking. And there was a basket with cereal, apples, banana and 2 loaves of bread for our breakfast needs.Overall, this was a very nice and enjoyable stay. The only gripe I have is that the hotel did not allow me to make any change to my dates (not sure why as it was late April and not peak ski-ing season), even though I offered to make another booking first before cancelling(have done this sort of arrangement with other hotels in Hokkaido so I know it's possible).It would have been perfect if the hotel can offer some flexibility to their guests. After all, plans do change due to various reasons. Hope to be back in future and see that they're more flexible the next time round. Till then, thank you...

Sure! Here’s a hotel review based on the points you provided:We booked our stay at this hotel at around 8pm and arrived past 10pm, after the reception had already closed. Despite this, the hotel made special arrangements for a staff member to assist us with check-in, which was incredibly helpful. To our pleasant surprise, we also received a free upgrade to a suite.The suite was spacious and well-equipped, with a living room, kitchen, bathroom, and bedroom. We were provided with a coffee machine along with complimentary capsules, tea bags, and even drinks like cola and green tea. It truly felt like a home away from home. The hotel also offered free laundry services, including the use of washing machines and dryers, with detergent provided—an amazing convenience for travelers.A special mention goes to the general manager, Bang, who was very friendly and accommodating. He offered us a late check-out, especially after some unexpected issues we faced the previous night. The view from our room was also wonderful, overlooking Mt AnnupriOverall, we really enjoyed our stay and would highly recommend this hotel to anyone looking for a comfortable and...