HALE KYŌTO TŌJI — Hotel in Kyoto

DO NOT EVER STAY HERE!!!

TL;DR Defective QR code keys that won’t allow you to enter the hotel, broken air conditioner, staff that needs at least 3 chances to solve any problem.

We booked 2 rooms for 4 people for 3 nights. I speak fluent Japanese and have been working and living in the country for over 10 years. This is, by a largest margin you can imagine, the absolute worst hotel experience in Japan.

Even before we arrive, the check-in process was idiotic. We did the online check-in but did not get the QR code keys until we called and confirm on the phone. All phone lines are paid by customers, not the hotel. We did not think much of it at this point; it’s not like we plan to call them several times. And boy, how wrong we were.

On the first day, only one of the QR code keys worked so 2 out of 4 of us cannot enter the room (we would not have been able to enter if we only booked one room). We saw a Japanese couple in front of the hotel who seemed to be having the same trouble and they could not get into the hotel at all. We called the line, stayed on the phone for 15 minutes and waited for another 15 to get a new QR code key to finally get into the room.

At night when we came back, we found out that the air conditioning of one room was broken. We called again, stayed on the phone for 30 minutes to get a room change.

On the second day, we came back just to find out that the QR code key of the new room stopped working. We called and this time stayed on the phone with the staff for almost 1 hours where she kept sending 3 new QR code keys that did not work. When it finally did, we asked to speak with the manager since we no longer want to stay the last night and would like some compensation for the horrible experience. The staff kept us on hold for 20 minutes in total and ended up telling us the manager is “in a meeting”. Note that this was 8pm on a Sunday. We asked them to call back after said meeting is over. We still do not have any response as of now. We have a feeling that taking responsibility is not on the cards for the management of this hotel.

The room is very mediocre and a little overpriced. Cleaning is not done daily and amenities are 2-star at best. If you want to have a good time in Kyoto, whether you are Japanese or foreigner, please avoid this sad excuse of a “hotel”...

Wouldn't know about the rooms so I can't accurately rate them. The service, however; is atrocious. For my American friends: if you book with anything other than their website, make sure you get a SIX digit code for check-in. Otherwise, you're up schitts creek without a paddle. Everything is automated, you can't even walk into the building without a QR code and "support" is a joke. There's nowhere to store your luggage whilst you wait for check-in so, you can either sit in the heat/rain, or walk 10-15 min back to the train station and pay 6400 yen to store your luggage (we had 4 bags) so you can explore. Ended up walking to another hotel nearer to the train station that allowed you to store your luggage with them. Will not be booking Hale Kyoto...

We stayed in a double room for five nights. It’s important to know this is fully self-managed with no on-site staff, if you're comfortable with technology and have no issues during your stay, the setup is convenient, modern, clean, and gives a great sense of independence.

The room has very limited storage space, and there’s no early check-in, luggage storage, “Do Not Disturb” sign, or laundry available. The hallway lights stay on all night, letting in a lot of light. The area is also a quiet residential neighborhood with limited services nearby, though it’s only a 15-minute walk from Kyoto Station.

It would also be helpful to receive a pre-arrival email explaining how everything works, as we suggested...