Iroha Grand Hotel Kintetsu Nara Ekimae — Hotel in Nara

The worst experience I have ever had with hotels. Hotel did sold the room which was unavailable wich caused overbooking. Despite the fact they charged us, the only solution they provide to figure out how to solve this situation with booking.com. As a result, last minute, we had to pay more for another hotel and arrange everything by ourselves without any support or compensation. Not omitting the fact that it was less than 24 hours before our check-in. Finding accommodation for the night on such short notice is not easy. Instead of enjoying our trip to Japan and our plans, we had to contact Booking.com and search for accommodation ourselves. This resulted in us paying a more expensive price, and we also lost money because we had already paid for the room at your place. Of course, Booking.com eventually returned our money, but it took almost a month of back-and-forth communication to receive the difference.

Secondly, according to Booking.com's policy, you were the one who should have contacted their Customer Service to try and accommodate us. The policy outlines this in the section 'How do I resolve a double booking?When you realise you have a double booking, it’s key to act quickly so your guest isn’t left without somewhere to stay. There are multiple ways to resolve this problem, depending on what’s available. It’s important in every situation that you contact Customer Service – that way, we stay up to date and can help you with any issues that might come up. You have other rooms or units available The best solution is to accommodate the booker in another room or unit of the same or better standard, at no extra cost to them. Also, try to provide them with all the facilities they had in their initial reservation, e.g. a balcony or private bathroom.

Don’t forget to contact Customer Service to mark a reservation as a double booking. You don’t have other rooms or units available If you have no other rooms or units available, it’s your responsibility to find your guest accommodation of the same or a better standard – and cover the costs. It’s also a good idea to organise transport to the new accommodation, or you might have to reimburse it later. If you need to relocate someone, call our Customer Service team to let them know what’s happened…..’’

Given the circumstances, I don’t see that your hotel responded as promptly and appropriately as possible. That is why my...

The worst hotel I stayed in my lifeA racist hotelThey put all the foreigners on low floor and Japanese on high floorGive foreigners rooms without windows or the view is a wallThe room they gave me has a musty male body odour smell . They refused to change it saying they can’t smell it. The next day when I extended my room due to flight for one night , the foreigner male staff with curly hair said I can continue staying same room since I pay extra to book same type. But at night when I went down to change the card, the same male stuff said I cannot extend the room and I need to change room. When asked why , he said the room is reserved tomorrow for Japanese guest who wan to stay in same floor. I asked to see the manager but manager pretend he is not in the room. And they cancelled my extension of one night. That staff also told me just go another hotel as they prioritise Japanese guests and will cancel Chinese reservations. If you are Chinese, book somewhere else. Very racist hotel and don’t give them any business. The Japanese staffs like to laugh at Chinese tourists in Japanese (I speak fluent Japanese) so the Chinese tourists don’t know it, Also they practice selective English with foreigners. They pretend not to speak English and with a blank look . They pretend manager not around all the time but manager is hiding inside and finally came out yelling at me because I won’t leave the hotel asking for him. Disgusting and rude customer serviceBonus photo of manager (who hides in the room like a coward) and coming out to point middle finger at meThese Japanese bring shame to...

The hotel lobby and rooms were more spacious than expected, and since it was renovated in 2022, everything is in great condition. The front desk service was excellent, with English and Chinese support. At check-in, each guest could choose a face mask and a bath tablet, and there were tea bags, instant coffee, and a water dispenser by the elevator. In addition to the usual amenities like a toothbrush, comb, and cotton swabs, they also provided skincare products such as toner, lotion, and face wash for one day.

There’s a laundry room on the third floor with a dryer option (only accepts 100 yen coins, but there’s a coin exchange machine in the lobby). On the first night, we stayed in a double room with breakfast. The breakfast buffet had both Japanese and Western options and was very satisfying.

It was very hot in Nara during our stay, and the front desk even gave us cooling wet wipes. We could also leave our luggage at the hotel. The room was quiet and comfortable, so we decided to stay one more night in a standard twin room, which was only slightly smaller. The double room had a view, while the twin room was partially blocked but still had natural light.

Great value for money — we’d love to stay here...