MACHIYA INNS & HOTELS Welcome Desk — Hotel in Kyoto

Honestly we had quite a disappointing experience during our stay. Issues are as follows:

We communicated over email a week before our stay that we need to add 2 people to the stay. When we arrived to check in they had no record of this email exchange, and we had to wait for them to call around to other employees before confirming. They had to bring extra accommodations for the extra 2 people later. (I forgave this issue as a simple miscommunication at first and wouldn’t have commented on it were it not for the recurring issues we faced afterwards) Upon arriving, the house had several issues - the light bulb in the bathroom was out, the kettle was broken, and the lock didn’t work properly. Someone came to fix the issues, but the lock remained a problem throughout the stay. The lock - our biggest issue throughout. The automatic lock seemed to be low on battery and would only partially move, meaning that the lock would only actually lock about 50% of the time. This was obviously a concern and we called several times, but the issue was never resolved. The level of service was very low considering the amount we paid. Every time we called about an issue (especially the lock), the person on the phone made us feel as though the issues were our fault and they weren’t apologetic at all. The lock not working caused us a great deal of stress - we were only ok to leave our place without a locked door because of how safe Japan is, but there’s still no excuse for not having a functioning lock. We would have preferred a physical key. There is very little privacy within the house we chose (Soushuku) and the sound travels between all rooms (there is no full wall between the two bedrooms). This could have been communicated better on the listing.

The house itself was overall nice, but considering all the issues we faced and the poor level of service, I would not stay with this...

Beautiful place in a great location. We loved it once we were in and didn’t want to leave.

Only problem was the check in process. Drive all the way to the opposite side of Kyoto to check in then drive all the way back to this actual machiya you’re staying in, and the rental company stops answering their customer service phone number at 5pm.

Ridiculous check in system. Drive all the way to the opposite side of Kyoto to check in then drive all the way back to the actual machiya you’re staying in. Oh, and the stop answering their customer service phone number at 5pm, so good luck if you get stuck dealing with this after 5pm....

Machiya Inn and Hotels offer a truly immersive and authentic experience in Japanese culture and tradition. From the moment you step into their beautifully preserved machiya buildings, you are transported back in time with their elegant architecture and traditional decor. The attentive staff, combined with the serene atmosphere and convenient locations, make for an unforgettable stay that captures the essence of...