KAYA 京都 二条城 — Hotel in Kyoto

A scam! Firstly, we booked a room with a sofa bed and upon booking we requested the hotel to set up the sofa bed in our room for our child but they rejected the request. However we booked a king bed room with a sofa bed on the side which specified that 2 adults and 1 child can stay in the room. They told us that we need to pay an extra fee despite their policy that child can stay for free. (Our child is 3 years old) and the fact that we booked a room with sofa bed but they do not let us utilize the sofa bed, it’s unreasonable.

Next, due to the weather, our flight was cancelled on 13 Feb, but the hotel is reluctant to cancel the booking and refund us despite telling us that they can refund us for free if there is a flight cancellation or delays before we make the booking. We sent a flight cancellation proof to them yet they said that we have sent different proofs. This is impossible as we have only sent 1 cancellation proof. The staff over the phone had a hard time to understand English and told us different reasons just to not cancel our booking. Firstly he told us that the flight cancellation wasn’t 3 days before the booking. Yet we only knew our flight got cancelled on the day of the flight itself. After we sent them the flight cancellation proof, the hotel then said that the flight cancellation wasn’t for the day of our booking. So we do not know if the hotel wanted a flight cancellation three days ago or the next day which is the day of the booking. And then they said that we have sent them different proofs which was not the case at all, it has always been just one. However different staffs have handled the matter on their end which could lead to misunderstanding on their end. Yet they refused to check on the matter.

Sent a few emails and none were replied on this matter. No alternative solution was offered. They just want to earn the money at zero costs instead of opening up the rooms to other potential clients.

Very unreasonable hotel management as this is a force majeure situation. The weather was too bad that the airline has cancelled the remaining of the flights for the rest of the day. The airline is not compensating as well since the cancellation was due to bad weather which is out of their hands.

Will not book with this hotel ever again, UNREASONABLE team with very little knowledge and training of their cancellation policy especially with force...

May 2023 • Couples Very nice boutique hotel near Nijo castle. A short distance away from busy downtown areas. Walking distance to Nijo Castle. Away from major tourist areas, more of a local feel, but very convenient to east west and north south bus lines. We could walk a block from our room and easily bus to most of the major attractions. Lots of great local restaurants a short walk away including tripadvisors top sushi restaurant. (It's basically across a one lane street, you could literally wait in your room for a seat.) Staff was exceptionally kind, friendly and helpful, They reached out to us on several occasions to help us with accomodations, getting around, and local events we probably would have missed if they hadn't told us. We only planned on staving a few nights but our plans changed and we ended up spending 10 nights. Our room was very reasonably priced. We started to feel more like local residents rather than tourists just passing through and the staff was largely responsible for that. Rooms were very nicely decorated with a sort of mixed Japanese/western feel. Netflix on tv. Smaller rooms seem slightly larger than average in Kyoto. Larger rooms are very nice, the twin beds in these rooms were pretty close to a US double with comfortable mattresses. Bathrooms with showers and tubs. We really enjoyed our stay and would gladly go back. Tip: Try and get one of the larger rooms they’re worth the...

I honestly dont understand the good reviews. Most expensive and least comfortable stay during our trip in Japan. We had a twin room, unusable furniture which was dangerous (right above the bed). My boyfriend hit his head at night several times. Missing wardrobe. Their "eco cleaning" basically means "we are not cleaning and refelling used equipment (shampoo, water, etc.) in the room but we will make up your bed". They didnt even provide us with clean glasses and cups!!! How "eco" is that?! We read in reviews that theres a waschine machine in every floor, theres is none!!! They sent us to a public one 5 minutes walking. No iron in the room either!!! We asked for a quiet room and got a room on the 2nd floor facing the street with bright night lamps so we had a light in the room the whole night. Dont get fooled by the hotel brand, rather choose a good quality japanesse hotel for much better price...