Hilton Okinawa Sesoko Resort — Hotel in Motobu

We just finished staying here for three nights.

Overall the experience was good, but there are some points that left me quite disappointed. Most of these are easy to improve so I hope the staff will use this feedback in some way.

1. Rakuten Travel Booking: we booked on Rakuten. It clearly said 25% off for all the facilities in the Hotel. Unfortunately we later understood that this only meant the restaurant as the SPA, activities and store inside the Hotel did not apply. I would recommend a better wording on the website (I only used Rakuten travel so I can’t comment on what’s written on other websites)

2. SPA schedule: we were not sure about what time we booked the SPA.(booking only available by phone) We asked the staff to confirm the time but it turns out they don’t have any way to check the SPA schedule. They can only call but the only people at the SPA are the one performing the massage so they don’t answer the phone. The result is that we were informed that the starting time would be at 2:00 at 2:45. There needs to be a way for the Hotel staff to check the appointments

3. injuries treatment: I cut myself on some rocks in the sea. I hoped the staff at the hotel would knew how to treat these kind of injuries but nobody had a clue. From the pool floor I was told to go to the second floor for a better treatment (telling to move to a guy with a bloody foot…) but after going there nobody was waiting for me. I had to ask a random staff and explain again the situation. There is no doctor at the hotel and not even a person in charge of these things. They could only provide very small bandaids (they didn’t have the medium/big ones) and disinfectant after I asked many times. After that nobody came to check if I was okay or anything. This was probably the worst part of my stay. I expected a higher level of care for injured customers.

4. bus from the airport: there are two dedicated shuttle buses a day from the airport to the hotel (2500yen one way). After arriving at the hotel neither the driver nor the staff helped us taking our suitcases. We had to open the side trunk by ourselves and get out our stuff. I’m not sure this is the standard procedure but definitely below expectations.

5. reception phone: when calling the reception (both from the room and from our phones) they rarely answered. Maybe they are understaffed but it was quite disappointing having to wait so long every time we needed something.

6. night clothes: if you don’t ask for it to be delivered, you won’t have any night clothes. On the first night we asked for them, but after the cleaning they took them and we had to ask for them again the next day. It would be nice for them to prepare them together with the towels.

7. towels and water: on the second night we put the do not disturb sign outside. I still expected to find outside clean towels, water etc. but they did not leave anything for us. I’m not sure whether this is the correct procedure or they just forgot but please improve this point. Also, when asking for the staff to come for clothes, towel deliveries etc. we always had to wait around 20 min. Maybe we got unlucky and they were extremely busy, but they didn’t seem to be in a rush

Overall it was a good experience but the attention to the customers should be improved.

The facility is new and very nice (smaller than I expected looking at the pictures)

The staff needs to be trained better to help in the case of injuries etc.

The highlight of this short vacation was the SPA. Tanaka-san was extremely gentle and the massage was amazing. The best...

We impulsively booked a Hilton Okinawa package during the Taobao Singles' Day sale without much planning, and what followed was nothing short of an "adventure" on a remote island.||Location:|The biggest downside of this hotel is its extremely remote location on a tiny island with fewer than 500 residents. The island has almost no restaurants or convenience stores, and the nearest supermarket is 3 km away, across a bridge. Unless you're seeking a secluded getaway, this location might not be ideal.||Transportation:|The hotel is only suitable for those who self-drive, which isn't common for most international tourists. There's just one direct bus daily between Naha Airport and the hotel (2 hours, ¥2,500 per person one-way), which must be booked in advance via the hotel's Japanese website. When we traveled, only 4 out of 50 seats were occupied. If you miss this bus, your options are limited to a combination of infrequent public buses (1-2 hours apart) and hotel shuttle/taxi—though taxis are virtually unavailable on the island and can be expensive. Nearby attractions include the Churaumi Aquarium, reachable by a 9:30 a.m. bus (30 minutes). Miss this bus, and you're stuck waiting until the afternoon.||Ocean View:|All rooms face the sea, offering great views. The ocean scenery here is genuinely better than many "ocean-view" hotels in Sanya, with clear waters and vivid colors. However, as with all islands, the view heavily depends on the weather. During winter storms, the waves can be quite dramatic. Thankfully, the room insulation is excellent, and noise isn't an issue.||Room:|The room features a minimalistic, Scandinavian-style design with a focus on light wood tones. However, it's not particularly spacious or luxurious and feels more like a business hotel than a resort. Compared to new mid-tier hotels in China, it lacks the "wow" factor.|Cleanliness: Excellent.|Bed: Very soft but the pillows could be wider.|Air Conditioning: Quiet and highly adjustable, providing stable temperature control.|Amenities: Standard Hilton items, no mini-bar, and no bottled water in the room. Instead, guests can fill up at water dispensers .||Facilities:|Indoor Pool: Small and closes early (7 p.m.).|Outdoor Pool & Beach: Closed during winter.|Gym: Located in a separate building with a unique design but limited strength equipment.|Entertainment: A fireworks show every Saturday evening, which is the only lively moment during the stay.|Overall, the facilities feel more in line with a budget hotel.||Dining:|Breakfast: Included in our package. It was average, with no standout dishes. The selection was limited, and the menu remained unchanged for two days.|Dinner: The buffet is ¥6,500 per person. A la carte dining is prohibitively expensive—e.g., a hotpot set (minimum 2 people) costs ¥8,000 per person, a pizza is ¥4,000, and a salad is ¥2,000.||Summary:|As a resort, this hotel feels underwhelming, especially if you're traveling there solely to stay at the property. As a business hotel with Hilton branding and ocean views, it's passable but still lacks the convenience most...

ヒルトン瀬底 Overall総合 3.6

Facility 施設 4 Food 料理 3 Locationロケーション 5 Room 部屋 4 Serviceサービス 2

Amazing location (great beach and quiet), but it was disappointing not finding any hotel signs when heading towards the hotel (it’s in the rural part of an island and it made us a little anxious if it’s really there or not). In general the new facility/room was clean, spacious and nice.

Not too many food options, but I enjoyed their breakfast buffet (I recommend outside seats if you want some calmness: inside it was a little chaotic with lots of kids haha). When the restaurant was full, we went to the small bar with simple food options (I.e. Pizza) it was nice there also.

Service needs a lot of improvement! We mean A LOT. I heard many people complaining, not only us.

【Check-in】The check-in queue was about 40 mins long… after such a long flight and drive …. Then the check-in service was mediocre. They only gave us a key and said do you have any questions, that was it. A machine can replace that if it’s that kind of service quality! And we could’ve stressed less from the beginning. Or just give customers a queuing card and let them sit and wait with a welcome drink. There are so many ways to improve this!!

2.【Room cleaning - Missing and Dirty Towel + Late responses】There were 2/4 nights we were missing towels. In fact, this happened from the first day, then we told them, so the next day and third day it was improved. Then the last day, it was missing again. I really don’t see improvements nor unsure whether these things are passed along all members in charge of room service. Another shocking thing was … The Dirty towel left in the bathtub! When we told them, the cleaning lady just came to pick it up… just that. Last but not least, they are lacking staff and do not respond promptly…

3.【Professionalism/Politeness】The hotel concierge responded to our complaints but just saying I understand, Gomennasai. They do not use formal language and do not show genuine apologies… This goes across all hotel staff, as they speak very casually (this low quality is rare in a 4 star hotel). I understand they go by the American system, but calling me by my partner’s first name felt very impolite. I think there should be better training on cultural appropriation. For instance, calling customers by last name - sama for instance, and for all staff to acquire practicing basic level formal Japanese (Not gomenasai, but moushiwakegozaimasendeshita etc.) .

I am a frequent user of Hilton and have much higher expectations towards them. It took me quite an effort to write this down too. If they do improve, I may visit again.

P.S. A compliment: the fireworks on Saturday night...