REF Matsuyama City Station by Vessel Hotels — Hotel in Matsuyama

Formal Complaint Regarding Hotel Staff Conduct

I am writing to express my dissatisfaction with the service I received from one of your hotel staff members during check-in on April 16 at 2:00 PM.

Upon arrival, I was surprised to find that the hotel used a self-service check-in system, which was unfamiliar to us. Although the machine supported Korean, my wife struggled to use it. While she was trying to figure it out, a staff member abruptly spoke to her in Japanese in a scolding tone. Even though we couldn’t understand the language, the staff member’s tone was unmistakably harsh, condescending, and completely inappropriate for a hospitality setting.

I politely asked in English, "Could you please speak in English?" but the staff member ignored my request and continued speaking only in Japanese. The key issue is that we could not understand what was being said.

It is unrealistic to expect all foreign guests to understand Japanese. If the hotel primarily wishes to serve Japanese-speaking customers, it should reconsider accepting foreign tourists.

I have met many kind and respectful people in Japan, and I’ve always appreciated the culture’s sense of hospitality. However, this one encounter with an unprofessional staff member left a strong negative impression and unfortunately affected our entire experience.

Despite being a four-star hotel, the staff’s conduct did not reflect that standard. A hotel that serves international guests must provide adequate training and uphold basic standards of courtesy. Without that, it’s difficult to recommend the...

Formal Complaint Regarding Hotel Staff ConductI am writing to express my dissatisfaction with the service I received from one of your hotel staff members during check-in on April 16 at 2:00 PM.Upon arrival, I was surprised to find that the hotel used a self-service check-in system, which was unfamiliar to us. Although the machine supported Korean, my wife struggled to use it. While she was trying to figure it out, a staff member abruptly spoke to her in Japanese in a scolding tone. Even though we couldn’t understand the language, the staff member’s tone was unmistakably harsh, condescending, and completely inappropriate for a hospitality setting.I politely asked in English, "Could you please speak in English?" but the staff member ignored my request and continued speaking only in Japanese. The key issue is that we could not understand what was being said.It is unrealistic to expect all foreign guests to understand Japanese. If the hotel primarily wishes to serve Japanese-speaking customers, it should reconsider accepting foreign tourists.I have met many kind and respectful people in Japan, and I’ve always appreciated the culture’s sense of hospitality. However, this one encounter with an unprofessional staff member left a strong negative impression and unfortunately affected our entire experience.Despite being a four-star hotel, the staff’s conduct did not reflect that standard. A hotel that serves international guests must provide adequate training and uphold basic standards of courtesy. Without that, it’s difficult to recommend the...

Room looks ok, TERRIBLE soundproofing, location is good. Service was the worse concierge I've had in Japan. The staff ignored me when I was asking a question and had a very cold face and demeanor. Made me feel very unwelcome.

Further, they did not seem interested in helping me any time I had questions, except for one older gentleman and one younger man.

The rooms have this weird layout where the sink is detached from the washroom. Made the washroom look insanely cheap with no decor or mirrors, just a small yellow walled shower with a toilet.

For some reason this hotel is extremely busy. You have to constantly wait for the elevators, I've heard numerous people say this but I didn't know what to expect. It's true.

The sound proofing is TERRIBLE. I was constantly hearing families with their kids running around the hallways and God knows why they seemed to be outside for 20 minutes every time. Just insanely annoying especially at this price point.

Positives? The breakfast buffet has good variety and some local foods to try. There is free ice cream.

I would never stay here again because of the sound proofing and...