APA Hotel Keisei-Narita Sta. — Hotel in Narita

This hotel is the definition of a shabby hotel First and foremost this “APA Hotel” has many franchises and I have visited others and they were good however, this particular franchise was disgusting beyond explanation. When I entered the hotel no one greeted me or even try to assist me. I was looking around to see what I should do as there were monitors that other guests seems to be using and there were counters i assumed to be check in or like an information counter where people were. I had to wait a little for someone to even acknowledge me. The hotel lobby was not full and there was probably 2-3 guests and 1 of the guests were a group of 4 people. A lady saw me and raised her hand, I took it that she was someone how gesturing that I should go to her. She did not get me and said welcome or anything whatsoever. When I went to her she asked for my passport in an unpleasant and not friendly manner. In Japan you will be asked to show your passport at the check in counter of a hotel if you are a foreigner. I am Japanese however, I am mixed so I don’t entirely look Japanese. I asked why do I need to show my passport and she said EVERYONE needs to show their passport upon checking in. I said to her that is the first time I have ever heard such thing. I said to her I have checked in many hotels in Japan and all I had to do was fill out an arrival form. She then asked me “are you from Japan?” Which I responded to “Yes”. Please note all the conversation was in Japanese. She then said I should enter my name and in the mean time she would like to see my “Zairiyu card” which is a residence card for foreigners who live in Japan. When she asked about the foreign residency card I annoyingly responded to her repeating that “I am Japanese”. At this point I was frustrated because in Japan it is rude to mistake Japanese for foreign national by asking for a foreign residency card and I told her from the initial stage that I am from Japan so her follow up response should not have been to ask for a foreign residency card because common sense can tell that if a person say they are from Japan they would have a Japanese Identification card so to ask for a foreign residency card was rude. Now this happens to me time to time when I need to prove my identity but the difference with this instance and the other is that the person who made such mistake would apologise however, she did not apologise to me and she kept on speaking to me in a very annoyed tone which is very rude as I grew up in Japan and I know the customer service standard in japan and she failed terribly. I proceeded to complete the checkin and she said I should go to my room. My room was on the 11th floor and upon arrival of the 11th floor I noticed used sheets and towels were scattered at the front of the rooms that the cleaning staff were cleaning. I have never seen an isle as messy as this one ever in my life. I entered the room and noticed stained wall and unpleasant scent of the room. I called the front desk to ask about the name of the agent who assisted me with check in however, the gentleman who answered the phone hurriedly spoke and said that there are many female staff here so I should go down and check who it was and disconnected the call which I found rude. One of the many agitation was the room. I don’t know what it was but there was a noise coming from the roof. The sound was similar to a train going over a railing at a very high speed. This sound was so frequent. I honestly can’t get an accurate timeframe but it was approximately 45 seconds in every 20 minutes and it was so frustrating that I could not sleep. I had very bad headache and I contemplated on contacting the front desk but because I was so frustrated by the customer service of the staff at the hotel I chose not to call as i did not want to get angry again. The wifi speed was slow but useable. I would never recommend this hotel to anyone. This hotel doesn’t even deserve 1 star until they give their staff customer service training. They were rude and unapproachable and I will not...

Stayed here for 3 nights in early Oct 2024. 5* staff - nice, friendly, helpful. 4* location, it's basically NEXT to the escalator/stairs going up to the East exit of the Keisei-Narita train station (1 stop/9 mins ride to Narita airport)! There's a Lawson (like Family Mart/7-11) right outside/next to the hotel. Not 5* because it's VERY close to the subway/train station so you might want to avoid a room facing the tracks/noise issue. 3* for the men's public bath (genyo) - dressing area is clean but some areas in the bathing seems dirty/slimy floor, and bad design - the hot water pool is barely 1/4 the size of the entire room - too much space given to individual bath/shower areas that are mostly unused, and the small pool feel crowded with just 6 people in it! The room can easily fit 2 pools of this size instead of space wasted on unused bathing stalls. Sad also that the pool has no jets and only 1 spot barely has any bubbles.

I HATED that, although I was in room 905 and was told the entire 9th floor was non-smoking, every evening (when guests come back to their rooms), there's a STRONG odor of cigarette smoke in the hallway outside my door (no such smell at the other end of the hallway). I complained to the staff twice about this, but they didn't make an effort to knock on doors to see WHO was smoking in their non-smoking room (I put stuff on the floor at my door to block the smoke from coming in, see picture). The bed was VERY soft, like sleeping on foam so there's little back support. There are 4 other large hotels all within a 3 minutes' walk of this hotel that I would try next time before coming back to this APA hotel. In addition, APA needs to invest in upkeep here - the hallway carpets on the 9th and top floors are torn, hallways paint or wallpaper are dirty/torn - the common areas need updating (my room itself was ok). I was given a room in the 15th floor but after getting inside, I noticed the noise from the train tracks and asked to be moved (then they put me on the 9th floor).

Nice that the hotel provides a free bus service to-from Narita airport (it mostly runs from early AM till about lunch, then again around 430pm until late evening - check the hotel’s website for specific pick up/departure times) - see pic, the bus picks up across the street...

Stayed at multiple APA locations and this one is definitely the worst. It's only useful because of its convenient location to narita station but there are 3 other hotels close by (just as nice and some cheaper).

Customer service at this location is non-existant. When I left after my first stay at this location I wanted to book a day stay for my next travel day as I was leaving at 1730 the same day as my check in. When I spoke to reception they had 3 trainees working with no one supervising them. I was told they don't offer day stays. Then after prompting them to speak to a mgr they said they did and it was 5000 yen then 6000 yen with early check in available if the room was ready.

Here is where things get very bad.

When I got to the hotel 2 weeks later there was 4 employees but only 1 spoke English (or so HE thought). He was helping a customer who you could tell clearly left upset. I spoke to him about my booking and he said check in would start at 11am (an hour later than what I was told)... it was currently 730am. Then he said if I wanted to check in now I'd have to pay an extra 3000 yen which was not explained to me when I made the reservation. Had this been explained to me I would have stayed at the airport or made other arrangements. I told him I shouldn't be inconvenienced because someone thought it was a good idea to leave 3 training employees alone to run the front desk and I was given the wrong info. He said he understood and we would need to pay the extra 3000 yen.

No apology. No acknowledgment of wrong doing. Nothing. It was only after explaining to him multiple times did he say sorry but you still have to pay. I dont think he understood English and when i offered to use google translate he refused and did not want to tell me who the manager was so i could speak to them. At this point it wasn't about the money it was about the principle and I refused to give APA my business.

I walked down the road literally 1 min to the Meet Inn and got better customer service, better price AND a shuttle ride back to the airport for my flight.

Worst experience I had travelling...